Draft_PWS_UASOCS_9_Apr_2014.pdf

UNMANNED AIRCRAFT SYSTEM

OPERATIONS CENTER SUPPORT (UASOCS)

PERFORMANCE WORK STATEMENT

(PWS)

DRAFT

9 APRIL 2014

UAS Operations Center Support Solicitation No. FA4890-14-R-0018 Contract No. TBD

UAS Operations Center Support – PWS

TABLE OF CONTENTS

PAGE NO.

SECTION A DESCRIPTION OF SERVICES

1.0 Scope of Work 5

1.1 Mission 5

1.2 Scope 5

2.0 Program Management 5

2.1 General Requirements 5

2.2 Resource Management 7

2.3 Quality Management 8

2.4 New Requirements 8

2.5 AF Records Management 9

2.6 Publications and Forms 9

2.7 Commercial Off the Shelf (COTS) 10

2.8 Data Management System 10

3.0 Operations and Maintenance 11

3.1 Operations 11

3.2 Networks 12

3.3 Customer Support 13

3.4 Contingency Action Plan 17

3.5 Maintenance 17

3.6 Information Assurance (IA) 18

3.7 Reachback Operations 18

4.0 Mission Support 19

4.1 Security 19

4.2 Logistics 22

4.3 Civil Engineering 28

SECTION B SERVICE SUMMARY

1.0 Service Summary (SS) Narrative 31

1.1 Purpose 31

1.2 Components 31

1.3 Quality Assurance Surveillance Plan (QASP) 31

1.4 Right to Surveil 31

1.5 Service Summary Table 33

2.0 Measurement, Analysis, and Improvement (MA&I) 36

2.1 Quality Assurance 36

2.2 Evaluations 36

2.3 Not Mission Capable Unscheduled System (NMCU) Hours 37

2.4 Non-chargeable Down Time 37

PAGE NO.

SECTION C GOVERNMENT FURNISHED PROPERTY AND SERVICES

1.0 General Information 39

2.0 Government Furnished Property 39

2.1 Facilities 39

2.2 Equipment Inventory 39

2.3 TOs, Publications, Forms, and Equipment Manuals 39

3.0 Programs 39

3.1 Occupational, Safety, Health, and Environmental 39

3.2 Security/Fire protection 40

3.3 Morale, Welfare, and Recreation (MWR) 40

4.0 Civil Engineering 40

4.1 Utilities 40

4.2 Refuse Collection 40

4.3 Pest, Insect, and Rodent Control 40

4.4 Maintenance and Repair of Real Property Facilities 40

4.5 Base Civil Engineer Mission Support-Services 40

5.0 Communications 40

5.1 Installation Distribution 41

5.2 Telephone Services 41

6.0 Training 41

7.0 Contractor Support Services at Kadena AB, Japan 42

SECTION D GENERAL INFORMATION

1.0 Transition 43

1.1 Assumin Functional Responsibility 43

1.2 Phase-In Plan 43

1.3 Phase-Out 44

1.4 Bidder’s Library 44

1.5 New Contractor Orientation 45

2.0 Contractor Personnel 45

2.1 Contractor Employee 45

2.2 Laws, Directives and Regulations 45

2.3 Terminations 45

2.4 Licenses & Certifications 45

2.5 Contractor Manpower Reporting 45

3.0 Hours of Operation and Travel 46

3.1 Hours of Operation 46

3.2 Travel 46

4.0 Place of Performance 47

4.1 Facilities 47

5.0 Additions, Relocations and Closures 47

5.1 Additions, Relocations and Closures 47

5.2 WOC/SOC Closure or Realignment 47

APPENDICES

Appendix A Definitions, Abbreviations, and Acronyms

Appendix B Contract Data Requirements List (CDRL) Matrix

Appendix C Publications and Forms

Appendix D Government Furnished Equipment (GFE) - TBD

Appendix E Government Furnished Facilities (GFF)

Appendix F Award Fee or Incentive Plan - TBD

Appendix G Quality Management System Requirements

Appendix H Workload Data

Appendix I RESERVED

Appendix J Proposal Incorporations / Strengths - TBD

Appendix K Certifications, Training and Qualifications

Appendix L Contractor Key Personnel and Qualifications - TBD

Appendix M Metrics

Appendix N Security

Appendix O Mission Systems

Appendix P Communications Status and Communications Posture Reports

Appendix Q Operational Requirements

Appendix R Reachback Service Summary

Appendix S The AF IMT 1067 Process

SECTION A – DESCRIPTION OF SERVICES

1.0 SCOPE OF WORK.

1.1 Mission. Sustainment of UASOCS mission systems, the operations and maintenance of equipment, and design/development of systems in support of Combat Air Patrols (CAP) managed by ACC. Support shall be provided to the Wing Operation Center (WOC) and Network Operation Center (NOC), current and relocation of future Squadron Operation Center (SOC)s, Relay Remote Split Operations (RSO) facilities, and the video distribution hub (VDH). In addition, satellite (Reachback) operation maintenance support for EUR1, PAC1 and RSO terminals.

1.2 Scope. Install, configure, operate, maintain, manage, and troubleshoot equipment and networks to support long-haul communications (both satellite and terrestrial), and provide help desk function. Sustain UASOCS operations, Unmanned Aircraft System (UAS) remote split operations (RSO), video dissemination and provide system administration for asynchronous transfer mode (ATM) and internet protocol (IP) networks. Provide all personnel, supervision, management, transportation and other services necessary to support, operate, maintain, configure, and repair Command, Control, Communications, Computer, Intelligence, Surveillance and Reconnaissance (C4ISR) systems, equipment, and circuits supporting RPA missions at CONUS/OCONUS facilities within established demarcation points. Reachback sites require 24/7/365 on-site coverage. Operational direction shall be accepted for satellite earth terminal configurations only from approved designated Operation Centers/Cells.

2.0 PROGRAM MANAGEMENT.

2.1 General Requirements.

2.1.1 Projects Management. The contractor shall create a process to develop, manage, document, brief and track all projects to support the RPA mission. The process shall incorporate the appropriate coordination with the 432 ACMS, 432 MXG Configuration Control Board (CCB), A5I, Program Manager (PM), Contracting Officer (CO) and Special Program Office (SPO). SPO approval shall be obtained prior to implementation. All projects and modifications shall include the accompanied AF Form 1067 IAW AFI 63-131. The contractor shall report status in accordance with (IAW) Contractor Data Requirements List (CDRL) A003.

2.1.2 Meetings. Support all meetings and conferences at the direction of the CO or PM. The government will reimburse the contractor for any government directed travel requirements to support conferences, meetings, and reviews outside of the normal commuting area. Provide information to support meetings/briefings in the format requested by the Government.

2.1.2.1 Technical Interchange. The contractor shall participate in technical interchange meetings with government personnel/representatives for the purpose of discussing technology/services managed by the contractor under this PWS. The contractor shall support the acquisition of new equipment/software and review data for trend analysis that may indicate failing systems or un-optimized configurations.

2.1.2.2 Program Management Reviews. The contractor shall meet with the CO and PM for program management evaluation and review every six months. During contract performance meeting the CO and/or PM will apprise the contractor on how the government views the contractors performance and the contractor shall advise the government of problems and/or concerns.

2.1.2.3 Planning Support. The contractor shall coordinate with analysts, managers, and senior leaders within the Air Force (AF), DoD, and intelligence community to gather, define, document, brief, and integrate required computer, communications, and intelligence capabilities to enhance ACC-controlled/monitored UASOCS support.

2.1.3 TESA. Meet all host nation personnel, labor, and travel requirements at Reachback Facilities. Coordinate Technical Expert Status Accreditation (TESA) applications or similar country-specific requirements with ACC AMIC prior to hiring employees. TESA procedures and information can be found at the DoD Contractor Personnel Office (DOCPER) website (http://www.eur.army.mil/g1/content/CPD/docper.html). The host country has sole approval authority for all TESA applications.

2.1.4 CDRLS. All Plans/Instructions/Reports and special publications developed in support of this contract shall be considered an integral part of this contract and shall be nonproprietary in nature. All document tation and data shall be the property of the government and reported via Appendix B. Make all current and archived/historical deliverables available in the DMS and/or as directed by the CO/PM. The contractor shall notify those on the distribution list of each CDRL by email/secure email when a new CDRL is posted. The contractor shall incorporate appropriate security measures so that only authorized recipients have access to the CDRLs.

2.1.5 Advisory. The contractor shall advise the CO and PM in writing of any services considered over and above contract requirements and shall only perform them upon written approval from the CO.

2.1.5.1 Operations Tempo Increases. Support all operations tempo increases caused by exercises, contingencies, disasters, or special events designated by the 432 WG/49 FW, 57 WG, 28 BW, PM and CO. The contractor shall provide 24/7 support to any Training Squadron within four hours of notification in support of contingencies as directed by the CO. The government may add/subtract equipment or software that requires contractor support to units listed in this PWS or increase the level of contractor support required at any time.

2.1.5.2 Personnel Notification Procedures. Immediately inform ACC/A5I, the 432 WG, 49 FW, 26 WPS, 28 BW, PM, and CO when appropriate, of any incident, involving a contractor employee that may subject the employee, the corporation, or the U.S. government to either potential civil or criminal liability. Inform ACC/A5I, the 432 WG, 49 FW, 28 BW, 26 WPS, PM, and CO, of the contractor’s intent to discharge any employee, and (when made) of any transport authorization tendered to the employee.

2.1.5.3 Mission Operations Notification Procedures. Notify the CO and PM immediately of significant events which could impact the operational capability/availability of UASOCS mission systems, WOC/SOCs.. Likewise, deviations from guidance given in AFI 33-138 or local IA processes shall be reported as well. Furthermore, notify the CO and PM if any part of the VDH system will inoperative for more than 1 business day.

2.1.5.4 Government Directed Travel. Required travel in support of this contract shall be pre-approved by the CO or PM on a Cost Reimbursable (CR) basis exclusive of fee. In addition, travel expenses above $5,000 shall require submittal of detailed cost expenditures to the CO for approval. The contractor shall be responsible for making arrangements for airfare, car rental, lodging, and subsistence in accordance with the JTR. The contractor shall provide a trip report within 10 calendar days after trip completion to the CO and PM to include summary of activities and final costs.

2.2. Resource Management.

2.2.1. Personnel. Provide overall management, supervision, personnel, and services necessary to execute UASOCS requirements. At a minimum, employees shall possess the required credentials IAW Appendix K.

2.2.1.1. Key Personnel. The contractor shall provide government directed key personnel IAW Appendix K. In addition, the contractor may identify other Key Personnel, by position, qualification and certification to maintain task coverage. Key Personnel listing will be incorporated into Appendix L (See Appendix L, Paragraph 1.0). Identified key personnel shall be in place at contract start. These positions must be manned at all times. Permanent replacements must be named and in place no later than 45 days from vacancy.

2.2.2 Program Management Office (PMO). The contractor shall provide a PMO responsible for the schedule and performance of this contract. The Contractor PM (CPM) or alternate shall directly interface with Government PM and CO. The CPM or alternate shall be available within two hours of notification to meet (face-to-face or through telephonic communications) with the Government to discuss contract issues during normal duty hours. After Government normal duty hours, the CPM or alternate shall be available within 3 hours. The CPM or alternate(s) shall have full authority to act for the service provider on all contract matters relating to daily operation of this contract.

2.2.3. Site Management. Provide effective and efficient site management services, leadership for contractor personnel, and be responsible for execution of all contracted UASOCS activities.

Serve as UASOCS single point of contact (POC) for all contractor support activities on a daily basis. Attend recurring staff meetings and brief appropriate government representative on status of support operations. During normal government duty hours, this individual or alternate shall be available within one hour of notification to meet with the government. After Government normal duty hours, this individual or alternate shall be available within 2 hours. Accept operational direction from the 432nd Network Operations Center (NOC) or ACC AMIC/PSU for the FSST and SETSS. Accept operational direction from Global Hawk Operations Cells and forward operating locations or ACC AMIC/PSU for the TFT.

2.2.4. Contractor Training. The contractor shall submit a cost estimate and travel plan to the CO and PM for approval when contract personnel requires training to facilitate new or increased support for UASOCS mission systems equipment/software. The government reserves the right to provide training. Support for any new/additional equipment or software may not commence until government-provided or government-funded training is complete. Contractor training is on a CR basis exclusive of fee, once training is approved by the CO.

2.3 Quality Management.

2.3.1 Quality Management System. Develop, document, implement, maintain, and continuously improve a comprehensive higher-level QMS that assures compliance with all requirements of this PWS, (see RFP, Part I, Section E, Contract Clauses, 52.246-11, 52.246-4, and 52.246-5). Utilize and comply with the most current version of American National Standards Institute (ANSI)/ International Organization for Standards (ISO)/American Society for Quality (ASQ) 9001 (currently 9001:2008) Quality Management Systems Requirements and Appendix G of this contract. Participate in Air Force Smart Operations (AFSO) 21 initiatives as directed by the government. The contractor may use ANSI/ISO/ASQ 9004 (currently 9004:2000), Quality Management Systems – Guidance for Performance Improvement to facilitate continuous improvement efforts.

2.3.2 Performance Evaluation. Contractor performance outputs are subject to surveillance by a government Contracting Officer Representative (COR) to ensure compliance with this PWS.

2.3.3 COR/CO Access. At a minimum, the contractor shall allow CORs unrestricted access to work areas and data, provide support, and do not interfere with the CORs and other designated personnel in the performance of their official duties. Permit the CO or authorized representative unrestricted access to all records, data, and facilities used in the performance of the contracted services. Access shall be provided as soon as possible.

2.4 New Requirements.

2.4.1 Relocation. The contractor shall plan and support the relocation of any associated mission related equipment or VDH from currently occupied facilities to new facilities without downtime to existing operations. The contractor shall address, as part of the relocation plan, reutilization, disposition, and decommissioning of the equipment located in the previously occupied facility.

2.4.1.1 Relocation Equipment. The contractor shall include all necessary parts, cabling and equipment to support fully operational capabilities. The equipment to support a relocation effort shall be provided on a CR basis exclusive of fee.

2.4.1.2 Phases. The relocation process includes two phases of support (Pre-Relocation and Execution) which, when combined, shall not exceed 90 days (excluding any delays that are beyond the control of the contractor).

2.4.2 SOC Stand-down. The potential exists for future WOC/SOC closures or realignments.

This is defined as changing UASOCS configurations or preparing a site for complete closure.

Activities shall include supporting configuration change efforts, communications assignments, logistics survey and disposition, Mission Specific Support Equipment and ancillary equipment disposition, and administrative actions. Should the Government require less than complete closure, it will be negotiated as a separate action.

2.5 AF Records Management. All contractor-generated records, documents, databases, other electronic media, and associated papers shall become government property and will remain in place upon contract termination or completion. Records, documents, databases, other electronic media, and associated papers shall be available for government review at all times. They shall be easy to locate, easy to read, and shall be kept current. Provide correspondence and reports using official formats approved by government. Maintain records resulting from processes in this document IAW AFMAN 33-363, Management of Records, and dispose of them IAW AFI 33- 364, Records Disposition – Procedures and Responsibilities and AF Records Disposition Schedule located at https://www.my.af.mil/gcss-af61a/afrims/afrims/rims.cfm. Coordinate with supporting records custodians for matters concerning records management and disposition.

2.5.1.1 Master Library. Establish and maintain a master library containing copies of, or electronic access to, all contractor prepared or acquired publications, manuals, OIs, special publications, agreements, leases, commercial publications, system/technical drawings, engineering drawings, schematics, as-built drawings, computer programs, computer program documentation, and training materials. Reproduce archived hard copies in digital format as directed by government. Maintain/archive copies of all test data. Assist external agencies in updating drawings for approved changes. Establish and implement a method of controlling master library items. Master library shall be located at approved GFF on Creech AFB. Establish and maintain a current list of all items in the Master Index IAW CDRL A014. Establish and maintain a Technical Order Distribution Account (TODA) function under the host base Technical Order Distribution Office (TODO). Maintain technical publications sufficient to support deployments.

2.5.1.2 Functional Library. Establish and maintain a functional library at all work locations.

Each functional library shall contain current publications, technical manuals, commercial manuals, contractor-generated plans/instructions, special publications, drawings, software documentation, and other data required to accomplish WOC/SOC-specific support. Establish and implement a method of controlling functional library items.

2.5.1.3 Libraries. The libraries shall be used by the incumbent and incoming contractors to accomplish a successful transition between contracts. The contents of the library are government property and shall remain at the site at the end of the contract unless otherwise directed by the CO. Incoming contractor shall use the contents of the library until updated and revised plans are submitted and approved by the CO to ensure continuity of O&M services.

2.6 Publications and Forms. Assume responsibility for, or establish where none exists, an up-to-date publications and forms library. Obtain the publications and forms necessary to meet the requirements of this PWS. Establish and maintain files for forms and publications. Research publications to ensure all performance outputs meet publication guidelines and specifications.

AF publications and forms are located at http://www.e-publishing.af.mil.

2.7 Commercial Off the Shelf (COTS). The contractor shall provide commercial software to support PWS requirements. The contractor shall forward the request to purchase any commercial software to CO for approval. Software funded by the government shall be considered government property. Software charges shall be CR exclusive of fee. Manage all Commercial-off-the-Shelf (COTS) and AF-unique software acquired by the AF IAW AFI 33-114, Sections B8 and C9-15. All data contained within automated information systems pertaining to contract performance shall be made available in a non-proprietary format upon contract performance completion or CO request. The contractor shall coordinate with third party software vendors for installation on government network systems. The contractor shall evaluate commercially available computer systems in accordance with established government performance parameters, AF directives and instructions, and the AF COTs/GOTs List. Contact the CO or PM for validation as needed.

2.8 Data Management System.

2.8.1 Classified Data Management. The contractor shall provide a classified computer-aided data management system through a website at contract start. The contractor shall coordinate with the government and obtain approval on the content and format of the classified data. The contractor shall populate the system with all open work orders and requisitions no later than 30 days after contract start. The government will provide this data at transition and update this data at the contract start. The contractor shall provide a fully populated and operational DMS within 60 days after contract start. All data shall be accurate and updated within 48 hours of occurrence (unless otherwise specified), and all data shall be maintained for the life of the contract. The contractor shall provide remote system access to authorized government users and provide quarterly DMS training on how to access and retrieve data based on user roles and permissions.

The contractor shall provide the government access to program management information through the DMS. The government shall retain ownership of all records generated in the performance of this contract, and the data shall be provided to the government in a format specified, upon request at the end of the contract.

2.8.2 Unclassified Data Management. The contractor shall provide an unclassified computer-aided data management system through a contractor hosted website at contract start. The contractor shall coordinate with the government and obtain approval on the content and format of the unclassified data. The contractor shall populate the system with all open work orders and requisitions no later than 30 days after contract start. The government will provide this data at transition and update this data at the contract start. The contractor shall provide a fully populated and operational DMS within 60 days after contract start. All data shall be accurate and updated within 48 hours of occurrence (unless otherwise specified), and all data shall be maintained for the life of the contract. The contractor shall provide remote system access to authorized government users and provide quarterly DMS training on how to access and retrieve data based on user roles and permissions. The contractor shall provide the government access to program management information through the DMS. The government shall retain ownership of all records generated in the performance of this contract, and the data shall be provided to the government in a format specified, upon request at the end of the contract.

2.8.3 Computerized Maintenance Management System (CMMS). The government will provide access/initial training for the CMMS (Microsoft Service Manager (MSM)). The contractor shall utilize this system to document, track and maintain all maintenance actions not tracked in IMDS.

2.8.4 Integrated Maintenance Data System (IMDS). The government will provide access and training for IMDS. The contractor shall utilize IMDS for all IMDS coded equipment. The contractor shall make all required entries into IMDS and equipment forms for all IMDS coded equipment. The contractor shall support and participate on the Data Integrity Team (DIT) for all IMDS related actions. Maintenance actions shall be documented IAW T.O. 00-20-1 and T.O. 00- 33A-1001. The contractor shall routinely extract IMDS data to ensure the most up to date information is provided as a Maintenance Action Report IAW CDRL A009.

2.8.5 Metrics. Develop, maintain, and analyze achievable metrics for assigned UASOCS requirements, and continually explore opportunities for process improvements; as a minimum identify metrics contained in the Service Delivery Summary. Provide the government access to the metrics.

2.8.6 Compatibility. Use software compatible with the USAF standard, currently Microsoft Office. All contractor data exchange shall be via electronic means, unless prior CO approval is received for hard copy transmission. The government will consider any cost-effective proposals submitted by the contractor detailing alternative and supplemental methods of data interchange.

2.8.7 Historical Data. The government will provide available historical data IAW Appendix H.

The contractor shall maintain historical data in the format provided by the government in the

DMS.

2.8.8 System Overview Familiarization/Demonstration. Provide system overview familiarization/demonstration as needed. This familiarization/demonstration is provided to government personnel as an introduction to UASOCS and is typically in an informal/one-on-one environment, occurring approximately six times per month.

3.0 OPERATIONS & MAINTENANCE. Establish and maintain System/Network/Circuit Information Guide for the entire architecture IAW CDRL A010 and interface with third parties to develop and maintain. Perform operational checks on equipment and systems to verify all equipment is serviceable and able to support mission requirements. Work with other entities to include NOC crew commander at lines of demarcation/point of presence/responsibility point to affect prompt resolution of outages, service activations, etc. Maintain video quality, bandwidth utilization for command and control and video dissemination IAW PWS Section B.

Equipment/Systems listed in Appendix M and Appendix O shall meet or exceed published Operational Availability (Ao) rates.

3.1 Operations.

3.1.1 Tactical Field Terminal (TFT)/Fixed Site SATCOM Terminal (FSST)/SATCOM Earth Terminal Sub-System (SETSS). The contractor shall provide organizational level O&M support for all assigned mobile and fixed satellite earth terminals, subsystems, ancillary equipment and supporting C4ISR systems within established demarcation points. Maintain and relocate mobile satellite earth terminals and transportation platforms, components, and assemblies. Maintain, troubleshoot, and repair all earth terminal systems and equipment IAW applicable publications, directives, guidance and T.O.s listed in Appendix C. Provide solutions to integrate government requests and TCTOs to upgrade satellite earth terminals, subsystems, ancillary equipment and supporting C4ISR systems. Provide notification, within 15 minutes, to designated Operation Centers/Cells for the following events: hardware failures, unscheduled maintenance activities, lost link condition, power failures, heavy local weather affecting signal strength, moving communication patches linked to GCSs between threads/satellite, and other issues that can have immediate impact on on-going missions. Report the events IAW CDRL A009. Perform validation and verification for organizational-level TCTOs as required.

3.1.2 Levels of Repair for Reach back associated equipment. The contractor shall provide the appropriate level of repair as defined.

3.1.2.1 Depot Maintenance. That materiel maintenance requiring major overhaul or a complete rebuilding of parts, assemblies, subassemblies, and end items, including the manufacture of parts, modifications, testing, and reclamation as required. Depot maintenance serves to support lower categories of maintenance by providing technical assistance and performing that maintenance beyond their responsibility. Depot maintenance provides stocks of serviceable equipment because it has available more extensive facilities for repair than are available in lower maintenance activities. Depot maintenance includes all aspects of software maintenance.

3.1.2.2 Intermediate-Level Maintenance. That materiel maintenance that is the responsibility of, and performed by, designated maintenance activities in support of using organizations. The intermediate-level maintenance mission is to enhance and sustain the combat readiness and mission capability of supported activities by providing quality and timely materiel support at the nearest location with the 1owest practical resource expenditure. Intermediate-level maintenance includes limited repair of commodity-orientated components and end items, job shop, bay, and production line operations for special mission requirements; repair of printed circuit boards, software maintenance. and fabrication or manufacture of repair parts, assemblies, components.

Jigs and fixtures, when approved by higher levels.

3.1.2.3 Organizational-Level Maintenance. Maintenance normally performed by an operating unit on a day-to-day basis in support of its own operations. The organizational-level maintenance mission is to maintain assigned equipment in a full mission-capable status while continually improving the process. Organizational-level maintenance can be grouped under categories of "inspections," "servicing," "handling," and "preventive maintenance."

3.2 Networks.

3.2.1 Network Administration. Troubleshoot network connections and equipment IAW Appendix O. Repair connections and equipment under the maintenance control of the contractor as identified by the PWS. Maintain network connections and equipment in accordance with commercial manuals, industry standards, and good maintenance practices. Perform proactive, real-time network monitoring from SOC to video customer and from GCS to Reachback to reduce network degradation and outages. The contractor shall comply with DoD and USAF computer/network security protocols and advise the appropriate Information Assurance Officer whenever unauthorized hardware/software is detected on supported equipment IAW publications in Appendix C.

3.2.2 Client System Support. Perform client support administration for all UASOCS systems and equipment identified in Appendix O and to the level designated in Appendix E IAW AFI 33- 115V1, paragraph 4.7 thru 4.7.20.7, AFSSI 8520 and Air Force Instruction (AFI) 33-200.

3.2.3 Technical Assistance. Provide the following support to authorized external agencies to facilitate and sustain technical connections between UASOCS mission systems equipment/operations centers and authorized external agency equipment. Advise if physical connection is available. Provide connection information (example – pass IP address to an external agency that is authorized to connect their equipment to a 432 WG server). Update permission authorizations on ACC-controlled systems (example – update 432 WG server software permissions to allow connection from authorized external agency). Provide connections to authorized external agencies. Provide technical assistance to facilitate a connection, estimated at approximately forty hours of assistance per month and tracked IAW CDRL A009 paragraphs 5, 8, 9, 10 thru 13. Install government-approved configuration software to facilitate a connection.

3.2.4 System Administration. The contractor shall perform 24x7x365 system administration of military databases and software. Additionally, the contractor shall analyze/troubleshoot computer, network and mission systems identified in Appendix O.

3.2.4.1 Admin Support Levels. The contractor shall provide Systems Administrator or Network Administrator either “Full” or “Administrative” levels of installation, administration, troubleshooting, maintenance, and sustainment support for each type of system listed in Appendix O.

3.2.4.1.1 Full Support. Full support includes installation, administration, and troubleshooting.

The contractor shall accomplish all required installation tasks (to include physically mounting equipment elements on ceilings, wall, etc.). Support does not include modification of facilities (i.e. adding/removing walls or other building structural elements). The contractor shall exercise full control over user accounts and system operation IAW AFI 33-115v2, Sections 5 and 6 and AFI 33-200 Chapter 3. The contractor shall provide the same level of troubleshooting assistance to users that the equipment/software manufacturer can provide.

3.2.4.1.2 Administrative Support. Administrative support includes installation, cooperative administration, and troubleshooting. If support is required exceeds levels defined below, the contractor shall advise the CO or PM. The contractor shall connect and arrange supported equipment/install software, but shall not perform installation tasks (i.e. hang or mount equipment on ceilings or walls). The contractor shall coordinate with government administrators to manage user accounts and system operation IAW AFI 33-115v2 and AFI 33-200. The contractor shall provide troubleshooting assistance to the level of applicable equipment/software operations and maintenance manuals. The contractor shall coordinate with the equipment/software manufacturer when assistance is required.

3.3 Customer Support.

3.3.1.1 Circuit Support. Monitor, troubleshoot, configure, repair, and modify all communications systems/equipment and Reachback circuitry supporting satellite earth terminal operations within established demarcation points. Provide connectivity support to external agencies as requested to support mission requirements. Coordinate with government and third party contractor personnel and troubleshoot problems that span the integrated Command, Control, Communications, Computer, and Intelligence (C4I) network. Develop and submit Telecommunications Service Request (TSR) to appropriate agencies when changes to existing service is required or when new service is required. Reconfigure circuits to support mission requirements, tests and special projects. Maintain, troubleshoot, and repair Reachback circuits/ equipment IAW applicable COTS publications, directives, T.O.s, OIs, and COTS service manuals. The 432 NOC will provide the following to the Reachback Site via email or telephone communication: Communications Posture (COMSPOT), Communications Critical Incident (CCI), and NOC daily reports that include ASI schedules. Coordinate any required changes with the 432 NOC prior to moving ground control stations to a new thread/satellite terminal.

Maintain a maximum two minute response time for all GCS outages for assigned Remote Split Operations (RSO) and an immediate response time for all Reachback site outages.

3.3.1.2 Reconfiguration. Reconfigure circuits to support mission requirements, tests and special projects.

3.3.1.3 Disseminate Video. The contractor shall provide planning, design, installation, access, checkout, administration, troubleshooting, maintenance sustainment, and removal/disposal support for UASOCS VDHs IAW Appendix M of the PWS. Refer to Appendix E of the PWS for VDH locations. The contractor shall accomplish all hardware/software actions required to facilitate VDH connections between entities specified in the scope of this PWS and authorized DoD/governmental agencies tasked with commanding, directing, or monitoring UASOCS operations. When new VDH equipment is delivered for installation, the contractor shall inventory the delivery and account for the equipment in ITHAM prior to installation.

3.3.1.4 Video Teleconferencing System (VTC). The contractor shall support and maintain VTC facilities assigned to each SOC listed in this PWS. Provide standby support during scheduled teleconference sessions. Document and maintain system configuration IAW CDRL A010 and provide a copy of the documentation to the CO or PM. System Configuration includes technical O&M-level support (including coordination with Defense Information Systems Agency (DISA) for troubleshooting) for up to TS/SCI-capable Video Teleconferencing Suite in the locations listed in Appendix E of the PWS. Perform preventive maintenance and maintain the video compression and teleconferencing equipment IAW approved SM plan and applicable commercial/technical manuals.

3.3.1.5 Cable System. The contractor shall provide technical services to advise/assist in the maintenance of the internal copper and fiber optical cable system(s). The contractor shall maintain all building internal communications cable supporting UASOCS Mission Systems and terminal equipment supporting communications between video distribution units, video switchers, video monitors, multiplexers, channel banks, fiber distribution panels, power supplies, terminal blocks, circuit cards, cabling, fuses, filters, equipment shelves, and equipment racks.

3.3.1.6 Telephone Services. The contractor shall maintain the telephone sets and associated internal building communications cabling that support the UASOCS mission up to the building demarcation point for the facilities listed in PWS, Appendix E. Telephone issues beyond the building demarcation point or requests for new service shall be submitted to the owning communications squadron(s).

3.3.1.7 Help Desk. The contractor shall establish a centralized help desk located at Creech to service all locations listed in Appendix E to process real- time trouble calls and assign the appropriate troubleshooting, restoral, and maintenance activity. The Help Desk function will be integrated with the 432 ACMS Network Operations Center (NOC) The NOC will serve as the RPA Enterprise Communication Focal Point. As long as there is a standardized, publicized way for users in each supported area to report problems – compliant with security requirements – the intent is met. The contractor shall post help desk contact information in each supported location listed in Appendix E.

3.3.1.7.1 External Agencies. The contractor shall provide help desk contact information to participating external agencies for the purposes of reporting problems with communication systems and/or video dissemination. The contractor shall work directly with AF/DoD and other contractor maintenance personnel to facilitate communications systems support.

3.3.1.7.2 Internal Agencies. The contractor shall liaison with agencies beyond the demarcation on the installation to assist with troubleshooting.

3.3.1.8 Change & Configuration Management. The contractor shall support the 432 MXG CCB. Configuration records and documentation shall be published and maintained by the contractor IAW CDRL A010. The contractor shall develop a configuration control matrix that encompasses all Government Furnished Equipment (GFE) by site. The contractor shall document and track configuration changes. The contractor shall publish all changes, upgrades, or reconfiguration within 7 calendar days. Periodically coordinate with the base Communications and Information Systems Installation Record (CSIR) manager to review, update and maintain CSIRs IAW Technical Order 00-33A-1001 paragraphs 7.2.1 thru 7.2.7. Updates shall be made within 60 days of a change or new installation. In the absence of Government provided CSIRs develop records and submit to Government for approval CDRL A010. The Contractor shall obtain CO approval prior to installing, removing, or relocating fixed communications-electronics equipment, including equipment for other agencies/services. The contractor shall design, document, and implement technical architectural/infrastructure layouts for UASOCS mission systems equipment and operations centers. The contractor shall maintain configuration drawings and schematics. All drawings, schematics and diagrams must be compatible with Microsoft Visio 2007. The contractor shall coordinate all communications infrastructure or systems changes through CO and PM for coordination with appropriate agencies. Coordinate and obtain approval from the 432 NOC prior to making temporary or permanent configuration changes on all mission equipment that affect ongoing missions (other than the object of troubleshooting). Additionally, coordinate and obtain approval from the 432 NOC prior to performing maintenance activities that impact ongoing missions. Depending on the mission impact, some maintenance activities (i.e. Authorized Service Interruptions (ASIs) ) may require up to 30 days prior notification/approval. Report conclusion of changes within 30 minutes via SIPR email (use email addresses provided by 432 ACMS and AMIC). Assist in engineering changes and implementations of technology changeovers such as ATM equipment to IP; this may include hardware such as switches, routers, edge devices, and encryption equipment. Aid the government in creating and implementing a Reachback migration plan from ATM to IP which minimizes or eliminates mission down time. Coordinate and implement any circuit or technology changes with approved designated Operations Centers/Cells. Document equipment technology changes in comprehensive network diagrams using the Microsoft Visio software application. These diagrams must accurately reflect both the layer 1 network and subnet address for all ports and interfaces.

3.3.1.8.1 Certification & Accreditation Procedures: The contractor shall provide expertise for DOD information technology programs to address life cycle security from inception of the program through accreditation, and obsolescence. The contractor shall review and provide documentation required for the application, system, network, and site certification and accreditation process. The contractor shall perform assessments including IA assessments of proposed and existing systems. The contractor shall identify and assess security requirements and deficiencies suggesting risk mitigation strategies IAW government policy and procedures in applications, systems, and switching, transmission and signaling networks. The contractor shall provide technical services to conduct C&A IAW AFI 33-210. The contractor shall conduct reviews and provide recommendations for resolution of inconsistencies within existing DOD C&A policies and procedures. The contract shall support the implementation and compliance of DOD and AF C&A standards. The contractor shall assist in the compliance inspection process to ensure the established accreditation baseline is maintained. This requirement also includes a validation process to ensure that corrections to the security baseline are implemented and enhance the security posture.

3.3.1.8.2 Change Request. The contractor shall provide an automated change request process.

This process can be initiated by the end user. The contractor shall follow the 1067 process IAW Appendix S.

3.3.1.8.3 Configuration Control Board (CCB). The CCB is the final configuration authority.

The contractor shall maintain hardware and software in the current, approved configuration. No change shall be made without the permission of the CCB. Exception: loading software listed on the Air Force Evaluated/Approved Product List (AF E/APL) to computers used for administrative purposes configured with the Standard Desktop Configuration.

3.3.1.9 Engineering Support. The contractor shall support emerging technologies, and conduct engineering and analysis studies to enhance UASOCS system, infrastructure, and mission. The contractor shall conduct engineering, scientific analysis, and test/evaluation studies and practical experiments to facilitate the development and improvement of hardware, software, networking, and communication systems related to the UASOCS program. Submit Engineering and Analysis Scientific Study Report IAW CDRL A007. All documentation and data obtained from studies and experiments shall be the property of the government. All documentation and data shall be nonproprietary. The contractor shall obtain CO or PM approval prior to implementation of hardware, software, networking, and communication systems improvements derived from engineering, scientific analysis, and test/evaluation studies.

3.3.2 System Testing: Perform system testing for hardware and software integration, upgrade and configuration changes as approved by the government. Adhere to test procedures provided in government approved test plans. Provide written test reports in government approved format. All documentation and data obtained from studies and testing become the property of the government. All documentation and data shall be nonproprietary.

3.3.2.1 Long Haul Communications. The contractor shall provide planning, design, installation, modification, checkout, administration, troubleshooting, maintenance/sustainment, monitoring, and removal/disposal support for long-haul communication network systems used to facilitate UASOCS RSO and VDH operations.

3.3.2.2 Mission Support Systems. Defined as audio/visual, communication, and computer/server/network hardware and software used to plan, execute, coordinate, or debrief a UASOCS mission. In addition to standard Air Force networks this system also includes the “C2 & video dissemination network equipment” which is defined as hardware, operating software, and real-time monitoring software that provides the dedicated transport of command/control, telemetry, video and other sensor data between GCSs and long-haul communications network systems for the purpose of facilitating RSO and provides the video distribution capability for entities specified in the scope of this PWS and authorized DoD/governmental agencies tasked with commanding, directing, or monitoring UASOCS operations. The contractor shall provide planning, design, installation, access, checkout, administration, troubleshooting, maintenance, sustainment, and removal/disposal support for UASOCS mission systems/operations centers at all classification levels up to the TS/SCI and Special Access Program (SAP) level IAW publications in Appendix C. Appendix O lists all mission systems.

3.4 Contingency Action Plan. Contractor shall develop and submit contingency plan for UASOCS operations, IAW CDRL A005

3.4.1 Emergency Action Plan. Develop an emergency action plan IAW CDRL A016.

3.5 Maintenance.

3.5.1 Maintenance Control Plan (MCP). Develop, implement, and maintain a comprehensive

MCP IAW CDRL A008.

3.6 Information Assurance (IA). Implement appropriate controls and policies for transmission of information via the internet IAW publications in Appendix C.

3.6.1 IA. Document all applicable IA actions on AF Form 4160.

3.6.2 Network Security. Provide network security services and implement software patches and security fixes to meet Integrated Network Operations Security Center (I-NOSC) and daily Air Force Computer Emergency Response Team (AFCERT) requirements as directed by host base communications squadron and supporting communications squadrons of future locations.

3.6.3 Test and validate. Test and validate that all systems are properly configured, including appropriate patches and fixes, prior to installing any device on the network.

3.6.4 Manage. Manage computer systems IAW AFI 33-200 Chapters 2 and 3.

3.6.5 Security Updates. Implement and maintain all government directed network software and security updates.

3.6.6 Controls. Implement and maintain controls to prevent unauthorized access to all government-owned LAN/WAN IAW AFI 33-100, AFI 33-200, paragraph 2.27, and AFSSI- 8520.

3.6.7 Information Security Managers. Appoint a primary and an alternate to the Organizational level Information Assurance Officer (IAO), and the Telecommunications Monitoring and Assessment Program (TMAP) monitor positions. The contractor shall obtain, in writing, WG and CO and/or PM approval on all appointment letters.

3.6.7.1 IAO. Perform duties and responsibilities IAW AFI 33-200, paragraph 2.27, including all subparagraphs, and chapter 3.

3.6.7.2 TMAP. Perform duties and responsibilities IAW AFI 33-219, Section B, paragraph 13, subparagraphs 13.8. through 13.8.4.

3.7 Reachback Operations. The Reachback operations provide critical connectivity using satellite and networking resources. The contractor shall provide all personnel, supervision, management and other services necessary to support, operate, maintain, configure, and repair C4ISR systems, equipment, and circuits supporting RPA missions IAW Appendix K. The contractor shall establish, obtain, and maintain spares for equipment and systems IAW CDRL A006. Reachback sites require 24/7/365 on-site coverage. Operational direction shall be accepted for satellite earth terminal configurations only from approved designated Operation Centers/Cells. Maintain, troubleshoot, and repair all circuits/equipment IAW Appendix C. The contractor shall verify all equipment is serviceable to support mission requirements. The contractor shall identify any Single Point of Failure concerns/issues IAW CDRL A008.

3.7.1 Reachback Reporting. The contractor shall report at a minimum the following events listed below to the 432d Network Operations Center (NOC) via secure communications provided by 432d Aircraft Communications Maintenance Squadron (ACMS)) within 15 minutes of Reachback Site awareness of an unscheduled occurrence. Events initiated by notification from the 432 ACMS do not require an initial report from the Reachback Site. Generate after action report upon resolution of an event within 30 minutes via SIPR email to 432 NOC and AMIC (use email addresses provided by 432 ACMS and AMIC).

Hardware failures and/or unscheduled maintenance activities that affect missions.

All lost link conditions due to equipment at the Reachback Site.

All power failures affecting site operations to include transferring site to or from backup generator power.

Local weather causing significant disruption to satellite system transmit/receive signal strength. 432d Wing Operations Center (WOC) Weather personnel will assist with assessing weather severity and duration to the Reachback Site and all GCSs.

Signal anomalies/interference that impact communications links. Also report all suspected or observed Electromagnetic Interference (EMI) incidents IAW AFI 10-707 Spectrum Interference Resolution Program.

Other issues within the control of the Reachback Site personnel that have immediate impact to on-going MQ-1/MQ-9 missions.

3.7. 2 Emergency Generators and UPS. The contractor shall create SOP IAW CDRL A016.

4.0 MISSION SUPPORT.

4.1 Security.

4.1.1 Physical Security. Safeguard all U.S. government-owned facilities, infrastructure, government-furnished property, and equipment provided for contractor use.