PWS ITCC 10 Feb 2020.pdf

ATTACHMENT 1

PERFORMANCE WORK STATEMENT (PWS)

FOR

INFORMATION TECHNOLOGY CONSOLIDATED CONTRACT (ITCC)

10 Feb 2020

AIR FORCE MATERIEL COMMAND (AFMC)

OGDEN AIR LOGISTICS COMPLEX (OO-ALC)

75TH AIR BASE WING (75 ABW)

TABLE OF CONTENTS

1.0 DESCRIPTION OF SERVICES

1.1 PROGRAM MANAGEMENT

1.1.1

1.2 SPECIAL REQUIREMENTS

1.3 CLIENT SERVICES

1.3.1 Client Systems Technician Support - End Devices

1.3.2 Client Systems Technician Support - eTools End Devices and Cabinets

1.3.3 Client Systems Technician Support – Time And Attendance (TAA) Kiosks

1.3.4 Consolidated Service Desk (CSD)

1.3.5 Printer Support

1.3.6 Expeditor

1.4 SERVER ADMINISTRATION SERVICES

1.5 NETWORK SUPPORT

1.6 UNIT SOFTWARE MANAGEMENT SERVICES

1.7 GIANT VOICE SUPPORT

2.0 SERVICE SUMMARY (SS)

2.1 SERVICE SUMMARY TABLE (SST)

3.0 GENERAL INFORMATION

3.1 COMMON ACCESS CARD (CAC)

3.2 RESTRICTED AREA BADGES AND ACCESS TO CONTROLLED AREAS

3.3 ACCESS TO THE NETWORK

3.4 COMPUTER CONNECTIVITY

3.5 VIRTUAL PRIVATE NETWORK (VPN)

3.6 FOREIGN OBJECT DAMAGE (FOD) AND DROP OBJECT PREVENTION (DOP)

CONTRACTOR PERSONNEL WHO, IN THE PERFORMANCE OF THEIR ASSIGNED DUTIES ON THIS CONTRACT, WORK IN, ON, AROUND, OR TRAVEL THROUGH AREAS NEAR AIRCRAFT, MUNITIONS, AEROSPACE GROUND EQUIPMENT (AGE), ENGINES, OR COMPONENTS

SHALL COMPLY WITH FOD PREVENTION REQUIREMENTS PRESCRIBED IN AFI 21-102

3.7 GENERAL CONTRACT INFORMATION

3.8 CONTRACTOR EMPLOYEES

3.9 MANPOWER REPORTING

3.10 HOURS OF OPERATION

3.11 SECURITY REQUIREMENTS

3.12 SECURITY CLEARANCE INVESTIGATIONS

3.13 NON-DISCLOSURE

3.14 QUALITY CONTROL

3.14.1 Quality Control Program

3.14.2 Quality Assurance

3.14.3 Contract Officer Representative (COR)

3.15 FREEDOM OF INFORMATION ACT (FOIA)/PRIVACY ACT

3.16 OPERATIONS SECURITY

3.17 KEY CONTROL

3.18 LOCK COMBINATION

3.19 RECORDS

3.20 TRAINING

3.21 CONTINUING TRAINING

3.22 EMERGENCY SITUATIONS

3.23 ENVIRONMENTAL CONTROLS

3.23.1 Compliance with Laws and Regulations

3.23.2 Notification of Environmental Spills

3.23.3 Material Storage and Use

3.24 ORIENTATION/TRANSITION PERIOD

3.25 CONFORMANCE WITH ENVIRONMENTAL MANAGEMENT SYSTEMS

3.26 PARTICIPATION IN GOVERNMENT ACTIVITIES

3.27 TASK ORDERS

ADDENDUM I

ADDENDUM II

ADDENDUM III .......................................................................................................... ERROR! BOOKMARK NOT DEFINED.

ADDENDUM IV

1. SAFETY, HEALTH AND FIRE PROTECTION REQUIREMENTS

2. MISHAP REPORTING AND INVESTIGATION

3. VEHICLE OPERATIONS

4. HOUSEKEEPING

5. LIFTING DEVICES

6. FIRE PREVENTION/PROTECTION

7. GOVERNMENT PROPERTY

8. STORAGE/HANDLING OF FLAMMABLE LIQUIDS

1.0 Description of Services

The Contractor shall provide all contract administration, contract management, personnel, tools, equipment, material, vehicles, transportation, consumable supplies, operation and maintenance necessary to perform network, end device and server support in accordance with (IAW) the requirements specified in this Performance Work Statement (PWS).

1.0.1 The Contractor shall provide on-site services at Hill Air Force Base. The Contractor shall provide recommended solutions for technical Information Technology (IT) issues and perform to the standards, and the degree of ability, knowledge, skills and timeliness required in the PWS. The Contractor shall have the capability of developing technologies and have the technical expertise to transition into new operating environments.

1.0.2 The Contractor shall adhere to all Air Force Instructions (AFIs), Department of Defense Instructions (DoDIs), Local

Operating Instructions (OIs), other official guidance (located in Addendum II) and any replacement or updated regulations and instructions implemented after award of the contract. All services provided by the Contractor shall be compliant with 75

ABW/SC and AFNet policy and standards for end device support and IT equipment management. The Contractor shall provide all personnel, supervision, and management necessary to perform the services as defined in this PWS.

1.0.3 Hill Air Force Base (AFB) is an Air Force Materiel Command (AFMC) base located in Northern Utah and is home to many operational and support missions, with the Ogden Air Logistics Complex (OO-ALC) serving as the host organization.

The center provides worldwide engineering and logistics management for the F-16 Fighting Falcon, A-10 Thunderbolt II, Minuteman III intercontinental ballistic missile, Space and C3I system program offices. The OO-ALC performs depot maintenance of the F-16, A-10 and C-130 Hercules aircraft. Unless otherwise noted all services apply to Hill AFB including but not limited to the OO-ALC, and their subordinate organizations, as well as 75 ABW and other tenant organizations.

1.0.4 The Contractor shall provide both Unclassified (NIPR) and Secret (SIPR) Internet Protocol Router services that comply with security and system requirements including but not limited to the following:

Server administration

Client services

Network support

Enterprise patch management

1.0.5 The Contractor shall be required to perform activities including the collection, use and dissemination of records containing information protected by the Privacy Act. Therefore, the Contractor shall ensure that all work is performed in strict compliance with the Privacy Act and all related laws and regulations. The Contractor shall provide and obtain assistance for correction and/or resolution of Information Technology (IT) system problems. The Contractor shall make equipment network ready with the Standard Desktop Configuration (SDC) and all applicable application software packages required for the owning organization.

1.0.6 The Contractor shall remain abreast and certified in new technologies. The Contractor shall train and maintain a list of certified Client Systems Technicians/Functional System Administrators (CST/FSA) for Hill AFB. The Contractor shall report network intrusions, viruses, malicious logic, network attacks, and scheduled outages through the 75 Air Base Wing/ SC

Consolidated Service Desk (CSD). The Contractor shall be responsible for Local Area Network (LAN) line activation and troubleshooting from the wiring closet or communication node to the end device on existing cable.

1.1 Program Management

The Contractor shall provide an on-site Program Manager (PM) to provide the project control and contract administration necessary to manage a high volume, multiple task processes for a large, diversified team so that the cost, schedule and quality requirements are tracked, communicated to the Government, and ultimately attained. The Contractor shall provide real-time monitoring of status/deliverables, tracking the quality of work products and gauging overall customer satisfaction. The

Contractor shall provide upon award, a Program Management Plan that clearly describes how the above requirements will be met.

1.1.1 The Contractor is solely and exclusively responsible for all matters governing and relating to the employer-employee relationship between the Contractor and personnel the Contractor hires and assigns to perform the work described herein. The

Contractor shall provide a written Human Resource Management Plan upon award that addresses: hiring, obtaining security clearances, and organizational structure. The Contractor shall also provide a Personnel Management Plan upon award that addresses: managing customer expectations, obtaining customer survey results, reporting metrics and lines of communications within the Contractor’s team. The Personnel Management Plan shall also address maintaining commercial certifications and continuing education training as specified in DoD 8570.01-M.

1.1.2 The Contractor shall maintain a current and Air Force approved file plan for all hard copy and electronic files associated with the Network, Client Support, and Expeditor sections, including CST support and all associated forms. The Contractor shall appoint in writing a minimum of one primary and one alternate file maintenance personnel by Transition period end. Any changes to those appointments will be made in writing to the Contracting Officer within two business days of occurrence.

1.1.3 The Contractor shall provide on-site supervision, be responsible for the selection, recruitment, hiring, management, control, transfer and/or termination of Contractor employees. The Contractor’s on-site PM/technical lead shall provide assignment of duties to the Government. Any changes to personnel and management assigned to the contract shall be reported in writing or via email to the Government Program Manager and Contracting Officer at least ten (10) business days prior to effective date of action.

1.1.4 The Contractor shall ensure all employees must maintain security clearances and must also possess and maintain required training, qualifications, and certifications IAW DoD 8570.01-M. Certifications and training will be tracked by the Government training manager. The Contractor shall understand that any Contractor employee may be summarily and immediately removed from or denied access to any Government property, facility, and installation at the sole discretion of the Contracting Officer

(CO) if the CO determines such action is necessary to protect or preserve Government property, safety and security, or to maintain good order and discipline. It is the responsibility of the Contractor to replace any of its employees that are removed/separated pursuant to the section where replacement is necessary to ensure full, timely, and complete contract performance. In the event that an employee is removed/separated, the Contractor shall inform the Program Manager and

Contracting Officer Representative (COR) of the occurrence and their actions to mitigate any concerns associated with such occurrence within three (3) business days.

1.1.5 The Contractor shall provide a monthly status report, which will include compliance metrics for each service summary requirement listed in Section 2.1 Service Summary Table, schedule and performance down to the Contract Line Item Number

(CLIN) level and shall provide them accurately, no later than the 10th day of the following month. The Contractor shall establish and track metrics as defined in the Section 2.1 Service Summary Table. The monthly report shall outline methods and frequency of customer interactions, reporting processes and problem resolution procedures (CDRL Z001).

1.1.6 The Contractor shall provide a Human Resource Management Plan upon award to ensure qualified candidates are identified, screened, placed, monitored, trained/retained to fulfill service requirements under this contract. The plan shall include Quality Assurance and Productivity Measurements that demonstrate techniques for compilation and application of internal controls for workload management as it relates to acceptable performance thresholds defined in the Section 2.1 Service

Summary Table.

1.1.7 The Contractor shall accomplish the assigned work by employing and utilizing qualified personnel with appropriate combinations of education, experience, knowledge, training, certifications and skills. The Contractor shall identify key personnel in the initial and updated lists of Contractor employees IAW CDRL Z002.

1.1.7.1 The Contractor shall provide employee management and supervisory responsibility of its employees. This includes, but is not limited to: managing employees during designated Government non-work days or other times when Government offices may be closed; providing initial and refresher training as required by each labor category; and providing administrative support

(i.e., time reporting, leave processing, and pay). The Contractor shall establish clear organizational authority and responsibility to effectively manage and control Contractor personnel. This shall be accomplished without requiring the Government to engage in the Contractor’s operational or human resource management processes.

1.1.7.2 The Government will provide input through the Contracting Officer and Contracting Officer’s Representative (COR) on personnel issues identified by the Government. The use of Government staff members to record arrival or departure times, report absenteeism, sign payroll timesheets, or to perform any other duties inherent in the employer/employee relationship is not authorized. The Contractor shall provide the name of its designated PM and any alternate(s) who shall act for the

Contractor when the PM is absent. The Contractor PM and any alternate(s) shall be designated in writing to the contracting officer within ten (10) business days after contract award, or when changes occur (CDRL Z002).

1.1.7.3 The Contractor shall provide telephone numbers and email addresses for its PM and any alternate(s) where these persons may be contacted at any time. The Contractor PM and any alternate(s) shall have full authority to act for the

Contractor on all matters relating to Contractor personnel and or Contractor performance under this contract. The Contractor

PM and any alternate(s) must be a US citizen, able to read, write, speak, and understand English fluently. The Contractor PM and any alternate(s) shall be required to attend Government meetings, as requested. The Contractor PM and any alternate(s) shall be available during core hours within two (2) business hours to meet with Government personnel designated by the contracting officer to discuss contract issues. The Contractor PM shall provide a point of contact that is available 24 hours per day, 7 days per week, in the event that a problem arises outside of core hours. The Government will establish priorities and milestones for completion of defined tasks and will coordinate tasks with the Contractor PM to ensure understanding of the scope of work and due dates.

1.2 Special Requirements

1.2.1 Controlled Area

All requests for access to Controlled Areas must be submitted in writing, using appropriate forms, to the COR within five business days of required access. Requests should contain the justification for and duration of access including the names of specific personnel to have the subject access.

1.2.2 Meetings/ Identification of Contractor Personnel

The Contractor shall assist Government personnel and provide technical representation for the Government. The Contractor shall present briefings, formal and informal talks and opinions to personnel at base staff meetings and at other functions as required. The Contractor may be required to attend meetings/conferences to discuss and evaluate efforts and progress in the accomplishment of assigned tasks and resolution of technical issues as they arise. Meetings will be held at Government facilities. However, unless specifically requested and authorized by competent Government authority, the Contractor shall not attend any meetings held by the Government in which the Government’s internal practices, procedures, tactics, strategies, or proprietary information are disclosed or discussed. The Contractor shall ensure that the Contractor and its employees are visibly and audibly identified and identifiable in all meetings involving the Government so the Government may make timely and effective decisions whether to include or exclude the Contractor and its employees from the matters being discussed.

1.2.3 Data Calls

The Contractor shall respond to Government requests from the COR or Government PM for data/information within two hours of the request. If a delay is encountered and the Contractor cannot respond in the specified time, the Contractor shall inform the Government of their inability to provide the information and request approval to provide a new projected date/time.

1.2.4 Transportation and Parking

The Contractor shall provide their own transportation in performance of this contract. Vehicles shall have the capability to pick-up and deliver required equipment while ensuring the safety of both the equipment and their employees. Historically, not mandatory, this has been satisfied with a large delivery van with approximate dimensions of 14 ft x 8 ft x 10 ft (LxWxH)), equipped with a mechanical lift gate on the back to enable safe and efficient delivery/pickup to buildings that do not have docks. Parking for the delivery vehicle is provided by the Government at Building 850, Hill AFB UT. For Giant Voice support, approximately 10 of 40 stacks require use of a lift/bucket truck. Historically, not mandatory, this has been satisfied with lease of a lift/bucket truck. Parking for a leased lift/bucket truck is not provided by the Government. The Contractor shall comply with all federal, state, and local laws, regulations and policies while driving on base.

1.2.5 Monthly Reporting

The Contractor shall provide monthly status report IAW CDRL Z001 that includes all current efforts, completion/expiration dates, problems, if any, and accomplishments. The Contractor shall provide reports, plans, and other correspondence at the time and frequency specified in CDRL Z001.

1.2.6 Remote Notification Capability

The Contractor shall provide a reliable, effective and expedient means of remote notification technology to facilitate extended support. Examples of remote notification technology are cell phones, pagers, e-mail, or other means by which the Government can have responses to the requirements. The Government will not provide cell phones for the Contractor.

1.2.7 Personnel Qualifications

The Contractor shall provide personnel who can understand, read, write and clearly speak the English language and are capable of training base personnel. All personnel shall be courteous, observing military and business professional etiquette; and present a neat, clean and professional appearance. All personnel shall be knowledgeable and able to effectively communicate problem resolutions to and for customers. All Contractor personnel shall be qualified and maintain certifications as presribed throughout this PWS and IAW DoD 8570.01-M Information Assurance Workforce Improvement Program, at time of contract award and on the first day of performance throughout the duration of the contract.

1.2.7.1 Personnel providing service under the contract shall be required to possess and maintain current certifications IAW

DoD 8570.01-M, as shown in the following Table AP3.T2 DoD Approved Baseline Certifications

(http://iase.disa.mil/iawip/Pages/iabaseline.aspx) on the first day of performance on this contract:

Information Assurance

Technician

(IAT) LEVEL I IAT LEVEL II IAT LEVEL III

A+, Net+ or Security + Security+ CISA or

SSCP acceptable GSEC acceptable CISSP or

TICSA acceptable SCNP acceptable GSE or

SSCP acceptable SCNA

Information Assurance

Manager

(IAM) LEVEL I IAM LEVEL II IAM LEVEL III

GISF GSLC GSLC

GSLC CISM CISM

Security+ CISSP CISSP

1.2.8 Information Assurance and Protection

http://iase.disa.mil/iawip/Pages/iabaseline.aspx

The Contractor shall comply with Government processes and AFI’s in the performance of the contract (IAW section 1.0) to provide Information Assurance (IA) and protection to ensure the availability, integrity, authentication, confidentiality and non-repudiation of information and Information Systems (IS), and provide for restoration through incorporation of protection, detection, and reaction capabilities. IS security requirements are defined by regulation and policy in AFI 33-200, Cybersecurity Program Management, and AFI 33-115, Air Force Information Technology (IT) Service Management. IS, end devices, and supported peripherals shall be certified and accredited to comply with the DoD system security policies before they can be added to the network IAW DoDI 8510.01, Risk Management Framework (RMF) for DoD Information Technology.

Protection and data cleansing shall be accomplished with time-sensitive procedural countermeasures and Government-issued technical advisories.

1.3 Client Services

The Contractor shall provide CSTs to accomplish or provide: a CSD (help desk), IT touch labor and remote login support for end devices, electronic tools (eTools, a.k.a., portable maintenance aide), and Expeditor Services. Service requests and requirements will be routed to Contractor CSTs from the base Communications Focal Point (CFP), CSD, customers, and other

75 ABW/SC work centers via the Remedy IT Service Management AIS tool. CST support will enable user mission accomplishment while ensuring network vulnerabilities are fully mitigated. The Contractor shall provide SIPRNet and

NIPRNet VIP network account management including adding, deleting, disabling, resetting and granting/declining permissions to network resources. The Contractor shall set up, configure and manage directory structures and mailboxes, and mail folders.

The Contractor shall provide workload metrics capturing return to service rates (CDRL Z001). The Contractor shall meet the performance criteria listed in section 2 Service Summary Table.

1.3.1 Client Systems Technician Support - End Devices

The Contractor shall provide client support (hardware, software, and services) for end devices. End devices are defined as:

desktop, laptop, and tablet computing devices, as well as associated peripheral devices including Voice over Internet Protocol

(VoIP) end points, Soft Internet Protocol (SIP) phones, and scanners. The anticipated average workload for CST Contractor support is approximately 19,000 NIPR and SIPR end devices. The Government will provide CST end device support for the

1200-series facilities along with buildings 133, 891, and 1102. The Contractor shall provide CST support for all other facilities. CSTs will create or receive tickets with the appropriate priority description. Examples of services include but are not limited to:

Equipment moves

Repair of end device hardware or software malfunctions

Installation of new hardware or software

Resolving connectivity issues

The Contractor shall meet the following metrics:

90% of tickets must be resolved/completed according to the time listed below for each priority from ticket creation:

Priority Time

Critical 4 Hours

High 1 Day

Medium 2 Days

Low 3 Days

1.3.1.1 The Contractor shall manage laptop lockers and hotracks. The Contractor shall ensure devices in laptop lockers are properly imaged, remain on-line, and all patches are current. The Contractor shall coordinate with appropriate Information

Technology Property Custodians (ITPCs) to ensure devices removed from laptop lockers and hotracks are replenished and up-to-date. The Contractor shall coordinate with the appropriate ITPC to ensure accurate accountability of assets and efficient delivery and pick-up of end devices.

1.3.1.2 The Contractor shall provide end device support services during core business hours defined in Section 3.11. The

Contractor may be requested to provide end device services outside of the core operating hours. All technicians will maintain

IAT Level II certification (IAW para 1.2.7.1).

1.3.1.3 The Contractor shall protect the information systems and data by loading Government-approved and provided anti-virus software to detect the presence of viruses and by maintaining current signature files. The Contractor shall maintain current virus and spyware protection and AFCERT compliance. The Contractor shall conform and participate with change management, configuration management and security requirements. The Contractor shall respond to incidents of malicious code on both classified and unclassified networks. Troubleshooting, management, isolation, remediation, and reporting will be required. Immediate response will be required based on the severity of the malicious code and its speed of propagation.

1.3.1.4 The Contractor shall develop, maintain and document efficient processes for desktop configuration management and associated implementation of upgrades and maintenance. The Contractor shall install and integrate end-user device hardware and supported software.

The Contractor shall only install approved and licensed software listed in the Hill Air Force Base Enclave Software List. This includes Commercial Off-the-Shelf (COTS) and Government Off-the-Shelf) GOTS applications. The Contractor shall follow application-specific guidance identified in the No Security Impact (NSI) document and employ any vulnerability mitigation actions.

1.3.1.5 The Contractor shall develop and document efficient processes for end-user device hardware deployment and software application deployment. The Contractor shall provide troubleshooting and problem resolution for end-user devices. The

Contractor shall support end-user device software. The Contractor shall maintain peripheral equipment for end devices including, but not limited to: keyboards, mice, CAC readers, scanners, Compact-disk (CD) duplicators, and special purpose hardware and software as directed by the Government. The Contractor shall maintain end-user device for wired and/or wireless connectivity. The Contractor shall evaluate hardware, firmware, peripherals, and/or software for use by staff and customers.

The Contractor shall perform analysis and assess performance to determine hardware, software and/or other technical changes necessary to meet operational requirements and provide recommendations for accomplishing the objectives set forth by the

Government. The Contractor shall develop and maintain user manuals, documentation, and customer education materials. The

Contractor is responsible for contacting Original Equipment Manufacturer (OEM) for warranty repair or replacement of end-user device hardware.

1.3.1.6 The Contractor shall receive and respond to trouble calls from FSA and/or service desk technicians requesting assistance on technical problems. All requests for support will be documented in the appropriate and approved Automated

Information System (AIS) (as defined in TO 00-33A-1001, ie., Remedy, IMDS, etc.) as directed by the Government. The

Contractor shall document all actions taken to resolve problems, including research, troubleshooting, and final resolution using the AIS. The Contractor shall refer unresolved problems to appropriate technical support staff or responsible organization and document the referral in the AIS.

1.3.1.7 The Contractor shall provide technical support to accomplish: end device installs, configuration changes, end device system upgrades (to include current and future versions of the Standard Desktop Configuration (SDC) provided by the Air

Force Enterprise Configuration Management Office) and advanced troubleshooting on communication problems, application problems, internet operation and access questions, virus assistance, hardware and/or software implementation or integration problems, and /or additional problems or requirements. The Contractor shall involve and collaborate with experts from other organizations and/or bases as appropriate depending on the complexity and scope of the problem.

1.3.1.8 The Contractor shall install VoIP end points when directed by the Government. VoIP support is typically defined as the desktop to the wall outlet only; however, support may include assisting telephone repair technicians in troubleshooting problems such handset or handset cord malfunction.

1.3.2 Client Systems Technician Support - eTools End Devices and Cabinets A Hill AFB eTool is a category of Commercial Mobile Technology devices that includes fixed and (eTool) deployable multi-user devices including storage cabinets and network switches, qualified to interoperate on AF networks using AF Standard

Desktop Configuration (SDC) suite of applications to view electronic Technical Orders (eTO) information and exchange information with maintenance/logistics information systems The Contractor shall meet the following metrics:

Resolution/CompletionTime:

90% of all eTools tickets must be resolved/completed according to the time listed for each priority from ticket creation

Priority Time

Critical 4 Hours

High 1 Day

1.3.2.1 The Contractor shall provide CST support for all eTools clients on Hill AFB, approximately 2,500 devices and 150 cabinets, IAW section 1.3.1 of this PWS. Support shall include weekly maintenance checks of all eTools clients stored within eTools cabinets to ensure the devices are fully operational for user checkout. First line eTool support will be provided by the

CSD, when an issue cannot be resolved on the initial call, the CSD will assign the ticket to a CST eTool technician. All requests for support will be documented in an Automated Information System (AIS) (currently Remedy) as directed by the

Government. The Contractor shall document all actions taken to resolve problems, including research, troubleshooting, and final resolution using the AIS. 90% of tickets must be resolved according to the timelines identified in the Section 2 Service

Summary Table.

1.3.2.2 The Contractor shall become an expert in cabinet software and hardware operation. The Contractor shall accomplish cabinet hardware/software installs and repairs as well as user/end device management and assignment. The Contractor shall perform cabinet software/hardware maintenance and apply cabinet software updates. The Contractor shall interface with cabinet Vendor/Manufacturer to initiate and execute cabinet warranty service for cabinet hardware and software for those cabinets and devices under warranty. The Contractor shall diagnose/repair cabinet issues. The Contractor shall manage cabinet user registration and removal to include CAC access. The Contractor shall work with designated representative to identify and ensure authorized users have access to cabinets. The Contractor shall install and configure new cabinets. The Contractor shall provide status to designated representatives on matters pertaining to cabinet support issues.

1.3.2.3 The Contractor shall assign/track/place new or replacement eTools end devices into respective cabinets. The Contractor shall notify the Government of broken eTools/Cabinets due to neglect or loss by end users. The Contractor shall interface with the Government to resolve/address cabinet management issues. The Contractor shall train users on cabinet check in and check out techniques and processes, move/relocate cabinets and coordinate communication/switch configuration for new installs/ existing installs /moved cabinets. The Contractor shall interface with eTool end device Vendor/Manufacturer to initiate and execute warranty service. The Contractor shall communicate inventory changes resulting from warranty work to affected

Equipment Custodians. All technicians will maintain IAT level II certification (IAW para 1.2.7.1).

1.3.2.4 The Contractor shall resolve eTools administrative and technical problems. Potential categories of eTools end device and cabinet support includes, but not limited to:

Network connectivity (wired and wireless) User accounts Software/Hardware

Cabinet operations eTools synchronization Technical data viewers

1.3.2.5 The following eTools prioritization schema will be used to determine ticket criticality.

1.3.2.5.1 High

Multiple Master eTool loss of network connectivity within the same work group preventing the updates of sub-tiered

Slave eTools

Any network connectivity problem that would prevent a Master eTool or Slave eTool from receiving required updates to the point that the number of eTools available drop below the minimum eTools required to support the aircraft production effort or forces an organization into a work stoppage

Any network connectivity problem that would prevent a Master eTool or Slave eTool from receiving an emergency

Interim Operational and Safety Supplements (IOS/ISS) or emergency Rapid Action Change (RAC)

Entire building outage

Cabinet hardware or software malfunctions that block all of local users from accessing a cabinet

1.3.2.5.2 Medium

Single Master eTool loss of network connectivity preventing the updates of sub-tiered Slave eTools

Multiple Slave eTool loss of network connectivity within the same work group preventing the eTool from receiving the required updates

Any network connectivity problem that would prevent a Master eTool or Slave eTool from receiving an urgent

IOS/ISS or urgent RAC

Cabinet hardware or software malfunctions that block >5 local users from accessing a cabinet

1.3.2.5.3 Low

Any remote access server client issue (password reset, account creation, etc.)

Cabinet hardware or software malfunctions that block 1-5 local users from accessing a cabinet

Single Slave eTool loss of network connectivity preventing the eTool from receiving the required updates

Adding a new user to a cabinet

1.3.3 Client Systems Technician Support – Time And Attendance (TAA) Kiosks A Hill AFB TAA Kiosk is a proprietary Linux workstation used to access the TAA client. The Contractor shall meet the following metrics:

Resolution/CompletionTime:

90% of all eTools tickets must be resolved/completed according to the time listed for each priority from ticket creation

Priority Time

Critical 4 Hours

High 1 Day

1.3.3.1 The Contractor shall provide CST support for all TAA Kiosks on Hill AFB, approximately 200 devices, IAW section

1.3.1 of this PWS. Support shall include weekly maintenance checks of all TAA Kiosks to ensure the devices are fully operational for user use. All requests for support will be documented in an Automated Information System (AIS) (currently

Remedy) as directed by the Government. The Contractor shall document all actions taken to resolve problems, including research, troubleshooting, and final resolution using the AIS. 90% of tickets must be resolved according to the timelines identified in the Section 2 Service Summary Table.

1.3.3.2 The Contractor shall become an expert in TAA Kiosk hardware operation. The Contractor shall accomplish hardware installs and repairs. The Contractor shall interface with TAA Kiosk end device Vendor/Manufacturer to initiate and execute warranty service. The Contractor shall communicate inventory changes resulting from warranty work to affected Equipment

Custodians. All technicians will maintain IAT level II certification (IAW para 1.2.7.1).

1.3.3.4 The Contractor shall resolve TAA Kiosk administrative and technical problems. Potential categories of TAA Kiosk end device support includes, but not limited to:

Network connectivity (wired) Hardware Vendor/Manufacture Warranty and Software Updates

1.3.4 Consolidated Service Desk (CSD)

The Contractor shall provide CSD first contact resolution for Hill AFB to resolve or satisfy communications and IT issues and requirements to include support for all base users/devices, approximately 18,000 users and 24,000 end devices. The Offeror shall respond to all CSD customer calls and tickets for support with the objective of resolving 75% or more of the calls/tickets on first contact. The Contractor shall respond to NIPR and SIPR customer support requests in a professional and courteous manner. All CSD technicians will maintain DoD 8570.01-M IAT level II certification.

1.3.4.1 The Contractor shall create tickets (incident and/or work orders) for NIPR and SIPR issues received via telephone, web portal, and/or e-mail and document tickets in detail through the AIS (Remedy). A Remedy Incident is an unplanned interruption to an IT Service or reduction in the quality of an IT service. A Remedy Work Order is a new service or capability request.

1.3.4.2 The Contractor shall meet the following metrics:

90% of calls answered (10% abandoned)

80% of calls answered within 4 minutes

95% call to ticket creation ratio

75% of incident calls must be resolved on first contact

80% of tickets received via the AIS must be resolved/completed via remote capability according to the time listed below for each priority from ticket creation:

Priority Time

Critical 4 Hours

High 1 Day

1.3.4.3 The Contractor shall provide monthly metrics for items in 1.3.3.2 to the Government in CDRL Z001.

1.3.4.4 The Contractor shall use Government provided remote-support software tools to access customer end devices to resolve/complete customer tickets.

1.3.4.5 The Contractor shall have the capability to properly support temporary surges of workload. Workload (calls & tickets) surges occur when a significant number of users across the enterprise are affected by an issue causing the CSD workload volume to significantly increase.

1.3.4.6 The Contractor shall respond to all CSD customer calls and tickets for IT support with the objective of resolving 75% or more of all calls/tickets on first contact. For customer tickets that are unable to be resolved/completed by the CSD, the CSD technician shall immediately assign these tickets to the appropriate work center.

1.3.4.7 The Contractor shall participate in the development, administration, and maintenance of a knowledge database work management support tool by writing and verifying knowledge articles as required.

1.3.4.8 The Contractor shall document analysis, findings and events as part of the ticket prior to escalation.

1.3.4.9 The Contractor shall consult with CFP technicians as needed to escalate Enterprise-wide issues. The Contractor shall analyze and determine affected area(s) and provide CFP with accurate information to ensure proactive notification of the affected user community.

1.3.4.10 The Contractor shall assist in maintaining the CSD on-line library that includes: checklists, technical manuals and guides, application software/hardware configurations. The Contractor shall provide recommendations to enhance efficiency and improve productivity.

1.3.4.11 The Contractor shall identify trends, create master tickets (currently Problem Management) for outages and ensure the

CFP has situational awareness.

1.3.4.12 Contractor shall ensure detailed resolution is documented in the resolution field of the AIS. Detailed resolution consists of all information required to understand how the issue was resolved without having to follow-up for clarification.

1.3.4.13 Incident and work order prioritization is based on urgency and mission impact. The Government will provide prioritization criteria and a priority matrix for determining restoral/completion times. The Government reserves the right to adjust priorities based on evolving mission requirements. Urgency categories will include: critical, high, medium, and low.

Impact refers to a mission stoppage of a functional mission. Types of impact are: extensive/wide spread, significant/large, moderate/limited, and minor/localized. The customer clarifies urgency and mission impact with the technician upon ticket creation. Ticket submitters will utilize the priority matrix to determine priority level. If a work around solution is available, the incident priority reverts to low.

1.3.5 Printer Support

The Contractor shall provide priner support services for all printers on the Hill AFB network, approximately 4,500 multi-function and desktop printers. The Contractor shall satisfy and maintain all IAT Level II certification requirements IAW DoD

8570.01-M. The Contractor shall meet the following metrics for printer support:

80% of tickets must be repaired/restored according to the time listed below for each priority upon ticket creation:

Priority Time

Critical 4 Hours

High 1 Day

1.3.5.1 The Contractor shall provide CST multi-function printer and desktop printer support to include, but not limited to:

Configuration

Installation

Software/firmware support

Preventive maintenance

Requirements analysis

Performance monitoring

User manuals, documentation, and customer education materials

Conform and participate with change management, configuration management and security requirements

1.3.5.2 The Contractor shall document all actions taken to resolve problems, including research, analysis troubleshooting, contacts and final resolution using the approved AIS. The Contractor shall refer unresolved problems to appropriate technical support staff or responsible organization and document the referral in Remedy.

1.3.5.3 The Contractor shall involve and collaborate with experts from other organizations and/or bases as appropriate depending on the complexity and scope of the problem. The Contractor shall provide informal training to customers and other technicians on an as-needed basis. If the printer is covered by OEM warranty, the Contractor shall be responsible to coordinate repair/replacement parts with manufacturer.

1.3.6 Expeditor

The Contractor shall provide base-wide expeditor services for timely delivery of IT assets from the IT Depot warehouse only.

Requests for support shall be accomplished in the Remedy AIS. The Contractor shall respond to AIS tickets and coordinate with customers to transport IT assets.

1.3.6.1 The Contractor’s primary responsibility is to ensure IT asset movement for 75 ABW/SC and Wing Staff customers.

The Contractor shall be able to operate contractor provided transportation for delivery and pick-up of IT assets (reference paragraph 1.2.4). The Contractor shall identify a sufficient number of employees qualified to operate a forklift (Refer to

Addendum IV) to unload/load, move, stack/unstack and position assets within the warehouse. The Contractor shall comply with operating and safety requirements to prevent damage to Government property or injury to self or others.

1.3.6.2 The Contractor may be required to enter classified areas but does not require a SECRET security clearance as procedures are in place to escort when needed.

1.3.6.3 Expeditor responsibilities include but are not limited to:

Comply with current IT Depot processes and requirements for IT Asset movement and tracking

Assist with receiving assets and unloading of delivery trucks for the receipt of new IT assets in the IT Depot

Assist with storage of assets inside the warehouse; ensure assets are safely and securely stored

Ensure requests are completed within 3 business days. If customers cannot be contacted, Expeditor will reassign ticket to the Scheduling Queue until such time arrangements can be made for delivery

For new asset delivery, ensure customers have sufficient time to verify all assets and sign a receipt for all assets received. Provide signed receipt to IT Depot personnel

Assist IT Depot personnel to ensure warehouse remains a clean and safe environment

Follow required safety procedures for warehouse personnel and handling of assets as referenced in Addendum 4 para

Ensure warehouse doors and gates are secured prior to leaving the area.

Attend scheduled SCOCD Staff meetings and other meetings as requested by COR

1.4 Server Administration Services

The Contractor shall provide server administration to design, install, administer, and optimize servers and related components to enable Hill AFB business functions supported by the servers. This includes ensuring the availability of client/server applications, configuring all new implementations, and developing processes and procedures for the ongoing management of the server environment. The Contractor shall assist with overseeing the confidentiality, integrity, and availability of designated servers.

1.4.1 The Contractor shall satisfy and maintain all IAT Level II certification requirements IAW DoD 8570.01-M. The

Contractor shall provide the following (to include scheduled after-hours support), but not limited to:

Troubleshooting

Server hardware/software: installation and support

End device hardware/software installation and support

Application installation, upgrades and support

Permissions management software and user accounts

Configuration management

Response to server outages

Troubleshooting hardware/software errors

Configuring baseline and monitoring/auditing server event logs (Windows System, Application & Security logs for example)

Vulnerability Management to include utilizing enterprise patching tools to implement security updates and patching

Automation including scripting/scheduling basic and advanced server administration tasks

Server backups/restoral

Service Account management

Documentation of server hardware/software baseline, and all server admin procedures and processes

Reports, as needed (patch status/project status/Weekly Activity Reports, etc)

1.5 Network Support

1.5.1 Services

The Contractor shall provide services that enable network operations and network infrastructure capabilities. Networks as defined in this section are for Data, Voice, and Video. Contractor employees providing this support shall possess and maintain a DoD 8570-01-M, IAT Level II Certification (IAW para 1.2.7.1). The Contractor shall possess and maintain a current network certifications based on the specific vendor equipment in use (currently Cisco) and five years of network experience on an enterprise network (200+ network devices).

1.5.2 Network Operations

The Contractor shall provide network support to network end devices. End devices are defined as: switches, routers, wireless access points, Uninterruptible Power Supplies (UPS), Pair-Gain Modems, and other communication devices, as well as associated peripheral devices including Voice over Internet Protocol (VoIP) end points. The anticipated average workload for

Contractor support is approximately 15,000 NIPR and SIPR end devices. The Government will provide network support for the 1200-series facilities along with buildings 133, 891, and 1102. The Contractor shall provide network support for all other facilities. Network technicians will create or receive tickets with the appropriate priority description. The Contractor shall document all actions taken to resolve problems, including research, troubleshooting, and final resolution using the AIS. The

Contractor shall refer unresolved problems to appropriate technical support staff or responsible organization and document the referral in the AIS.

The Contractor shall, but is not limited to:

Set up, configure, maintain, troubleshoot, and support internal and external networks

Support enterprise Change Management to implement network changes and maintain configuration control

Install, configure, monitor, and maintain: switches, routers, wireless access points, Uninterruptible Power Supplies

(UPS), Pair-Gain Modems, VoIP telephones and other communication devices

Install, test and troubleshoot single mode and multi-mode fiber cables

Install, test and troubleshoot media converters

Reconfigure fiber optic cables in communications closets to support new physical network connectivity requirements

1.5.3 New Requirements

All new requirements shall be submitted in the approved AIS prior to discussion or review at a weekly Technical Review

Board (TRB). The Contractor shall perform site surveys to identify physical and technical information necessary for implementation. Site surveys may also be required to identify tasks necessary to accommodate evolving base network requirements. Supporting documentation shall be included in the specified Government AIS. All installations and configuration changes shall be submitted to and approved by the TRB prior to any actions taken. The Contractor shall participate in a weekly TRB to the extent they are able to discuss and defend recommended solutions. When TRB, Change

Advisory Board (CAB), or appropriate approval is received, the Contractor shall configure and install devices in accordance with Government provided standards and Security Technical Implementation Guides (STIGs). Completed Security Technical

Implimentation Guides (STIGs) shall be provided to the Government prior to any device implimentation and as requested. In addition, the Contractor shall create and provide a Plan of Action and Milestones (POA&Ms) for each identified "Open" STIG

ID for a device utilizing the current 75 ABW/SC approved form.

1.5.4 Recurring Tasks, Preventative Maintenance Inspections (PMI) The Contractor shall perform PMIs (to include cable management, and quality checks) on all Hill AFB network communications closets (approximately 1,000) on an annual basis in accordance with the Government-provided PMI checklist.

Devices requiring PMIs include, but are not limited to: network switches, UPS systems, routers, patch cable management, and related communications infrastructure. The Contractor shall enter all required device data in the approved AIS to establish appropriate PMIs. Government employees will perform PMIs on core network equipment in buildings 9, 849, 891, 1211, and

1214. Also in their area of responsibility, the 1200-series facilities along with buildings 133, 891, and 1102. The Contractor shall complete 98% of all required equipment and infrastructure PMIs by the scheduled due date.

1.5.4.1 The contractor will be required to submit all identified work through the Civil Engineering (CE) ticketing system. The government will identify which items from the PMI check list will be submitted to CE for repair. The contractor will obtain and maintain an account through the CE ticketing system. The contractor will not be required to complete the repair, only to track the tickets.

1.5.5 Recurring Tasks, Other

The Contractor shall implement TCNO, Time Compliance Technical Order (TCTO), AFCERT, Cisco Internetwork Operating

System (IOS) configurations and upgrades, and other network security related tasks as required by the Government.

1.5.5.1 When a network vulnerability is identified, the Contractor shall implement countermeasures as identified by the referenced advisory in the required timeframe. The Contractor shall report/document compliance immediately upon completion.

1.5.6 Network Incidents

The Contractor shall troubleshoot and resolve network incidents utilizing Government-provided Network Management System

(NMS) tools and document all actions in the AIS. The Contractor shall immediately notify the Government of all network outages during business hours.

1.5.7 Wireless Network Infrastructure

The Contractor shall install, configure, maintain, and troubleshoot the wireless infrastructure and all associated devices.

Contractor shall coordinate and document all Emissions Security (EMSEC) requirements related to wireless installation and locations with the base Communications Security (COMSEC) office. The Contractor shall include COMSEC and EMSEC approvals in the wireless documentation. The Contractor shall resolve wireless incident tickets within 24 hours, 98% of the time. The Government will provide wireless network support for the 1200-series facilities along with buildings 133, 891, and

1102. The Contractor shall provide wireless network support for all other facilities.

1.5.7.1 The Contractor shall obtain…