Updated_PWS.docx

1. NETCENTS-2 SOLUTIONS

Application Services –Small Business Companion Information System Support Services Revision 1; 18 September 2016 Task Order Performance Work Statement (PWS)

Executive Summary Services are required for Material Support Division Information System (MSDIS) development/ modernization (Dev/Mod) and Information Technology (IT).

Related to system development for MSDIS, the capability requirements are: Completion of the problems/requirements outlined in the Problem Statement (PS) approved by OSD for each development effort. Currently Problem Statements have been approved for FY14 and FY15. Requirements include all of the modules of MSDIS. The PS approved for the FY16 Dev/Mod effort includes requirements in the Depot Supply Chain Management Analysis Tool, Spares Requirements Review Board and Enterprise Materiel Solution modules of MSDIS. The government expects that these requirements will continue to be worked in FY17 and FY18 and will follow a similar level of effort. Details will be provided at the time of option year award. Additional requirements are: Resolution of bugs/issues identified by the user community. In addition, the system must be maintained to information assurance standards, to include, the DISA Security Technical Implementation Guide (DISA STIG), Biennial Notice and Consent Certification and information assurance controls listed eMass.

Related to system sustainment for MSDIS and Low Demand/Low Density Requirements Management System (LD2RMS) the capability requirements are: research and resolve identified bugs/errors. Ensure system compliance with cybersecurity and information assurance mandates.

Related to IT, the capability requirements are: information assurance duties, certification and accreditation of defense business systems, SharePoint administration, IT asset tracking and custodian duties, system administration until servers are transferred to Federal Data Center Consolidation compliant locations. For DLA users specifically the capability requirements include client support administration (CSA) support.

NETCENTS-2 Application Services Task Order PWS Information System and Information Technology Support

1. PURPOSE

The purpose of this task order is to support information system sustainment, Material Support Division Information System (MSDIS) development and sustainment, and information technology (IT) support. MSDIS has users across the Air Force Sustainment Center (AFSC), Major Commands and Defense Logistics Agency. IT services will directly support the 448 Supply Chain Management Wing-Hill and Defense Logistics Agency (DLA) Aviation Ogden, which includes the 748 Supply Chain Management Group (748 SCMG) and 948 SCMG-Hill and the associated squadrons and staff offices.

2. SCOPE

This effort will include system development and sustainment for MSDIS. MSDIS is a suite of seven modules that support logistics business processes designed to bridge a critical gap that exists between Commercial/ Government off-the-shelf (COTS/GOTS) applications (e.g., Microsoft Office Suite) which are not robust enough to handle complex office automation requirements and aged legacy systems (e.g., D200 Requirements Management System) too difficult and expensive to modify. MSDIS further replaces a variety of unique disparate tools and capabilities with robust web-based solution employed across the Enterprise supporting standardization and streamlining initiatives. MSDIS agile development principles meet the business office automation requirements that come from Continuous Process Improvement (CPI) initiatives and a changing operating environment. The modules are described below.

Spares Requirement Review Board (SRRB): The SRRB is a Program Objective Memorandum (POM) process for development of Cost Per Flying Hour (CPFH) spares factors across all Major Commands (MAJCOMs) initiating Air Force Cost Analysis Improvement Group (AFCAIG) process. It is used to consolidate customer spare requirements. The SRRB module facilitates the early identification of forecast gaps between the financial and supply chain requirements. Air Force Life-Cycle Management Center (AFLCMC) weapon system managers distribute to all stakeholders the program changes using the template section of the system. Requirements comparison reports facilitate effective collaboration efforts of all stakeholders to meet Air Force (AF) strategic operation and budgetary objectives. Future enhancements will continue to improve the current process that has demonstrated an overall 18% reduction in forecast gaps valuing an average of $490M annually.

Planning for Defense Logistics Agency (DLA) Managed Consumables (PDMC): The PDMC capability in MSDIS is the AF Enterprise solution for forecasting deviations in historical demand trends and submitting Demand Data Exchanges (DDEs) to DLA to override baseline requirements with program changes. The current capability integrates data from multiple core command AF systems to calculate the End Item (EI) requirements forecast. The EI forecast is then matched to its unique Bill of Material (BOM) to determine the baseline DLA spares requirement. Process initiators across the Air Force use the PDMC capability to build Demand Input Templates (DITs) based on established demand triggers to communicate new or changing requirements that deviate from historical demand trends to DLA planners.

Depot Supply Chain Management Analysis Tool (DSCM AT): The DSCM AT module provides depot maintenance parts supportability analysis and is critical to weapon system availability. The capability successfully brings all maintenance and supply stakeholders (AF and DLA) into a single supportability information system and builds cohesion and cooperation in strategically solving parts support problems. DSCM AT provides analysis of anticipated requirements over an eight quarter rolling future horizon, against available and anticipated resources across all AFMC/AFSC Air Logistic Complexes (ALCs). It also provides a rolling twelve month historical view to assess performance to date. DSCM AT is the automated solution that brings stakeholders together to agree on a common plan for an end item and to collaborate on how to support the end item. It serves as the solution for accountability and execution for all supply chain stakeholders.

Enterprise Material Support (EMS): MSDIS also contains a module that is utilized across the Air Force Supply Chain Enterprise to work various data calls, standardize and streamline business processes, and properly account for critical Air Force resources. Specific functionality supports, budget narrative reporting, termination tracking, homeless item tracking, offline shipments and inter-service support reporting); automate the D200 Computation collaboration and signature collection process; and expand workload assignment and tracking to include Military Interdepartmental Purchase Requests (MIPRs) and materiel screening documents/processes.

Metric Financial Tool (MFT): MFT is used by financial analysts, managers and commanders across the 448 Supply Chain Management Wing (SCMW) and beyond. MFT provides tracking of forecasts, actual execution results, budgets, funds distributions, and executable requirements in a user-friendly dashboard environment. The system also generates metrics and facilitates narrative collection and collaboration. The existing business need is to manage financial execution across a $5 billion materiel sustainment enterprise. The objectives enabled by this system include validating compliance with public law (propriety of funding/purpose/time/amount), managing materiel executions, managing overhead execution, managing compliance with targets and forecasts, collaborating and correcting discrepancies, and insuring 100% execution of available funding on valid requirements. This effort represents the critical functions of Financial Management organizations and must be managed on an ongoing basis to the extent that funding is made available for materiel sustainment operations.

Manpower Analysis Tool (MAT): MAT is used by analysts, managers, resource advisors and resource managers across the 448 SCMW and beyond. The system is designed to facilitate collaboration of vacancy fill requests, validated system data, and automate a series of labor intensive manpower management tasks. The system generates mismatch reports and programmatically creates various personnel charts and tables. This system automated critical functions required to manage civilian personnel. These business processes will be required as long as civilian personnel management remains a part of Department of Defense (DoD) operations.

Maintenance Engineering Project Sustainment Tool (MPST): MPST is used by engineering stakeholders across the Air Force Supply Chain and beyond to approve, validate, prioritize, collaborate on, and document the requirements and execution of multi-billion dollar CSAG-S engineering and Test Program Set (TPS) projects. The supported business processes include the management of sustaining engineering for CSAG-S managed assets. This function supports the improvement in reliability and maintainability of Working Capital Fund (WCF) managed components and will remain an ongoing effort for the life of material sustainment operations.

In addition, this effort will sustain LD2RMS. Currently, the tools are under DBShell, Daily Backorder Narrative (DBN) and DocLog. However, these tools they are going through the registration process and will be re-named prior to contract award. These tools support supply chain management squadrons within the 448 SCMW.

The LD2RMS application contains unique management reporting capabilities specifically geared toward supporting Low Demand/Low Density (LDLD) Supply Chain Management (SCM) organizations. Internal to the (system name) system, there are 10 applications that are used to manage LDLD SCM. These applications consist of the Integrated Product Team (IPT) Database, Tobyhanna Army Depot (TYAD) Scheduling Tool, Requirements Authorization Worksheet, Form 800, Material Support Division (MSD) Repair Input, MSD Buy Input, Depot Maintenance Interservice Agreement (DMISA) Tobyhanna Army Depot, Budget Execution Progress Report (BEPR), Document Backorder Narrative (DBN), and Document Log (Doc Log).

-The IPT Database application is a forecasting tool showing which allows a Logistics Management Specialist (LMS) to manage D200A repair requirements at the IPT. The application allows the LMS to manage the detailed planning of requirements execution by NSN, including time-phased schedules by month, and to maintain and adjust this plan throughout the fiscal year.

-The TYAD Scheduling Tool application is a forecasting tool creating an 8-quarter delivery schedule with the current year in monthly buckets. Its purpose is to allow the LMS and Production Management Specialist (PMS) to manage the complex scheduling and monitoring of repairs at TYAD, the primary repair sources of the 415 SCMS. The current DMISA agreement calls for an 8-quarter delivery schedule to be prepared at least annually and negotiated with TYAD to provide visibility for long-term resource and capacity planning and to facilitate pricing negotiations. The TYAD Scheduling Tool is used to develop, maintain, and house official delivery schedules for any work being accomplished at TYAD.

-The Requirements Authorization Worksheet application is a purchase instrument planning tool the helps facilitate requirement execution at the IPT level. Its purpose is to ensure funds are used for justifiable expenses backed by legitimate D200A requirements.

-The Form 800 application is used to justify additional D200A requirements when the IPT needs to execute beyond the March actual year computation cycle to support the warfighter. The purpose is to ensure funds are used only for justifiable D200A requirements, and to ensure that all actions have been executed to generate such requirements in the next computation cycle.

-The MSD Repair Input application is a form used to gather data about each repair purchase instrument. Its purpose is to gather purchase instrument financial and requirements data used in a variety of reports used by management and individual IPTs.

- The MSD Buy Input application is a form used to gather data about each repair purchase instrument. Its purpose is to gather purchase instrument financial and requirements data used in a variety of reports used by management and individual IPTs.

-The DMISA TYAD application is used to track and analyze the funding and production completions of TYAD workload in accordance with TYAD accounting, including the work breakdown structure, unit prices, line item inductions, and repair completions.

-The Budget Execution Progress Report application is a weekly summary report for all levels of management as well as LMSs showing status of requirements and budget execution at the squadron, flight, unit, and IPT level. The report displays computed vs required buy and repair requirements, purchase requests processing data, and overall budget execution compared to target execution rates. The purpose of this report is to inform IPTs and management of the status of budget and requirement execution.

-The Doc Log application provides item managers (IMs) an automated system/data base that assigns off line shipping documents. Prior to Doc Log, IM managers required to hand scribe off-line shipping documents in a dedicated book. DocLog automates this process by IM inputting required information and producing a unique document number.

The Document Backorder Narratives (DBN) application tracks the daily status of budget code “8” backorders and Mission Impaired Capability Awaiting Parts (MICAPs) at document level. DBN provides integrated product teams daily status of budget code “8” backorders and MICAPs at the document level, and allows the management of scheduled completion dates, source of repair by month, and to maintain this plan throughout the fiscal year.

The remaining portion of this effort will be in support of IT duties, including server and database administration, information assurance, cybersecurity/certification and accreditation, and video-teleconference (VTC) support for approximately 1,000 employees located at Hill AFB, one information system (MSDIS), one special purpose processing node (Hill AFSC Information Transport System) and five VTC sites. For DLA, the contractor shall provide support for hardware, software and services necessary to support personal computers and associated peripheral devices.

3. REQUIREMENT(S)/DESCRIPTION OF SERVICE(S)

3.1 Systems Sustainment

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

The contractor shall maintain the current baseline of the system and provide software change and problem fixes to these baselines as required. The contractor shall resolve government identified bugs/fixes. The contractor shall design, develop the resolution to the identified problem, test and package systems and software changes for the Material Support Division Information System (MSDIS) and LD2RMS. The contractor shall provide to the Government all developed, modified, or converted source modules, processes, programs, scripts, operating instructions, databases, system files, documentation, test files and test conditions used to develop each approved systems change request. All code-related sustainment actions shall be approved on Computer System Requirement Documents (CSRDs) through the AFMC Requirements Management Process. Specific tasks may include the following:

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

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

· Research and resolve system driven error messages

· Provide application services to support, maintain and operate systems or services, including resolving customer identified bugs

· Complete monthly security testing and resolve the issues in accordance with AF and DoD driven policy. The contractor shall have knowledge of security requirements and implement them throughout the system.

· Complete the re-coding tools from Classic ASP code language to .NET code language

· The contractor shall be responsible for updating current user guides using Microsoft Office based on new functionality and establishing new user guides if one is not currently available. The updates shall be approved by the government functional advocate or program manager to ensure that it is accurate.

· Pull data queries based on customer request to support system business process The contractor shall assist with testing, implementation and transition of reports functionality to an AF approved system to support overall AF IT initiatives (ESCAPE, LIMS-EV etc).

3.2 Systems Development, Migration and Integration

Contractor will complete Development/Modernization (Dev/Mod) requirements that have been documented and approved through the AF driven Service Development and Delivery Process (SDDP) and Problem Statement (PS) Process for MSDIS. Individual requirements that are approved by the overarching processes (SDDP and PS) will then be approved separately by individual requirement on Computer System Requirements Documents (CSRDs) through the AFMC Requirements Management Process. Approved CSRDs will be entered into a ticketing system and prioritized by the government. Systems development, migration and integration requirements must comply with applicable documents and standards specified in Section 8 of this TO PWS.

· Conduct software development, software security, web services development, web services testing or other IT device applications and testing, security layer integration, database clean-up, data wrapping and data conversion.

· Develop schedules and implementation plans, including parallel operations, identification of technical approaches.

· Perform system performance tuning, system re-hosting and integration services.

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

· If applicable, ensure compliance with the USAF Implementation Baseline (IB). The IB is applicable to IT programs, new systems/applications, major increments and/or applications migrating to new infrastructure environments as identified in the baseline documentation.

The contractor shall be responsible for following applicable Configuration Management policies including source code management. The contractor shall provide business process improvement support that includes all activities involved in helping improve customer data systems through business process redesign, including rethinking program design, and aligning information technology infrastructures with business missions, goals, and objectives. The contractor shall maintain, in a current status data dictionary, any subsequent code changes, additions that are developed after the source code(s) are established; documentation developed under this and its predecessor task orders. The contractor shall provide solutions that meet confidentiality, data integrity, authentication, and non‐repudiation requirements. The contractor shall follow applicable AF guidance regarding PKI and authentication standards. The contractor shall primarily be responsible for integration of schedules between Programmers at Hill, communication of requirements/initiatives that may have an impact on the contract/contractor/system, and may attend the Configuration Control Board etc. in support of these additional requirements. The contractor shall be responsible for documenting system data usage through interface control documents and researching AF data warehouses to determine if data requested by the government is available. The contractor shall review government provided detailed requirements documents and provide comments and areas of required clarification. The contractor shall perform system development and security testing prior to release of code and facilitate customer acceptance testing.

3.3. Information Services

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

The contractor shall provide application and content presentation services that identify and exploit existing services, create new Service-Oriented Architecture applications and data services, create presentation services, define, align and register vocabularies, expose information assets for discovery in the Metadata Environment (MDE) for Communities of Interest (COI), provide wrapping services and provide data layer connectivity.

3.3.2 Web Services

Create and maintain web services using standards as defined within the Enterprise Architecture to enable sharing of data across different applications in an enterprise. In addition, contractor shall provide SharePoint support for 448 SCMW-Hill level SharePoint sites, assist with suspenses and answer questions and provide basic training to government appointed SharePoint site owners.

3.3.3 Service Lifecycle Management

Generate necessary design and implementation artifacts that will support life-cycle management, defined as service development, testing, certification, registration, sustainment and evolution aligned with defined requirements. The design and implementation artifacts are owned by the Government and provided to the Government representative prior to the end of the task order at no additional cost to the Government.

3.3.4 Data Stores

The contractor shall be responsible for maintaining data required in information systems. Data is received through manual and automated methods. This includes:

· Create and maintain data stores.

· Provide services such as data cleansing, redundancy resolution, and business rule validation

· Monitor and maintain these data stores to ensure data availability, accuracy, precision and responsiveness.

· Upload data files that are received through manual methods (SharePoint, CD etc.)

· Work with Q310 database, Self Service Data Access Request (SSDAR) and Global Combat Support System (GCSS) AF Data Services or other authoritative source system database to report, research and resolve issues with data tables and elements if they arise.

· Monitor queries to ensure the correct data is being pulled

· Investigate/research potential source data systems

3.4 Systems Operations

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

The contractor shall provide operational support services including, database administration, systems administration, customer training and help desk support of both legacy and new applications and systems in accordance with AFI 33-115 Network Operations and DoD 8570.01M Information Assurance Workforce Improvement Program and in compliance with the target enterprise architecture.

3.4.1 Database Administration

The contractor shall provide database administration support for logical and physical database designs for the information systems (MSDIS and LD2RMS) that are managed or hosted by the organization. The contractor shall have knowledge of SQL Reporting Services and make updates/changes requested through the Information Transport System Configuration Control Board (ITS CCB) to the Supply Chain Management Reports (SCM Reports) tool that is based in SQL Reporting Services. The contractor shall manage the database required to support the tool. The contractor shall create and test backups of data, provide data cleansing services, verify data integrity, implement access controls to the data, ensuring maximum availability and performance. The contractor shall assist developers of data exposure services to efficiently and effectively use the database. This includes performance monitoring and research and resolution of any identified issues, including index, corruption and other database errors. The contractor shall provide diagnostics on database and server performance to provide the ability to shall improvement or degradation in performance. The contractor shall work with the software developers (3.1 and 3.2) to resolve database performance issues.

The contractor shall support the databases by copying SQL databases to other servers as needed, develop, modify and amend necessary queries tables, forms, queries and reports as necessary, add new data required to support new fiscal year and review sample data to verify functions are working correctly. The contractor shall provide technical support and guidance for security and technical refreshes. Functionality under this paragraph includes LD2RMS.

The contractor shall support the Tobyhanna Army Depot Planning and Scheduling Tool. The support shall include the following: 1) Extract listing of MSD repair items from Depot Maintenance Interservice Support Agreement (DMISA) Database 2) Eliminate Non-MSD items from Tobyhanna Production Report (DPEM items) 3) Eliminate any other irrelevant data on Tobyhanna Production Report 4) Verify correct NSN/WBS matching using support database 5) Reformat Production Support format to match DMISA Database input format 6) Export modified Production Report from support database to DMISA Database 7) Provide Tobyhanna with a file documenting all the errors/issues associated with the Production Report for action/correction, which includes itemizing all issues encountered during the Tobyhanna Production Report Integration task. Once the report is produced, an Excel file shall be produced documenting these issues and provide to Tobyhanna within 10 business days 8) monthly, update Scheduling Tool to incorporate month-end production data

3.4.2 Systems Administration

This level of effort is based on organization owned systems and hardware and will be reduced as systems are re-hosted IAW Federal Data Center Consolidation Initiative. The contractor shall ensure smooth continuation of operation; manage and control security to the system; determine which users will have access to the various applications and, which forms, functions and reports a user can access; set‐up new users and provide access to only those forms, functions and reports required for the performance of the individuals’ duties; perform audits of user activity monitoring system usage; perform all auditing functions within established security guidelines; and respond to the Information Assurance Manager direction and ensure system security is maintained.

The contractor shall provide System Administration for the servers assigned and data base system; allocate, manage and monitor space and storage requirements for the database; monitor scripts utilizing the Database Consistency Checker (DBCC); review and check for file/table fragmentation and accomplishes appropriate action to de‐fragment database; maintain and monitor scheduled backups and ensure they are accomplished and verified to ensure restoration procedures are successful; and install software upgrades and track system licenses including software maintenance.

The contractor shall be responsible to provide administrative services to include individual and group access to applications, domains and systems through user registration and profile management; server configuration, disk space and directory management; resource management; and establishing and managing directory services.

The contractor shall provide individual and group access to applications, and systems through user registration and profile management; server configuration, disk space and directory management; shared resource management; and establishing and managing directory services. The contractor shall oversee the creation of user accounts in accordance with Air Force policy and guidance, specifying the user’s identification data, group memberships, security‐policy information and defining the user’s rights on the system. The contractor shall create and maintain volumes and directory structures; assign account, workgroup and print managers; administer directory distribution and replication; define and manage resources, and server passwords; support standard security mechanisms and trusted third‐party security servers; and synchronize security structures across servers.

The contractor shall, in accordance with Air Force policy and guidance, configure, set up servers with both operating system and network operating systems software; acquire and upgrade hardware and software and associated addresses; develop installation documentation and server images. The contractor shall follow Air Force configuration management policies. Create and maintain technical documentation. Configure the operating system and network operating system; include protocol details, user and group definitions, address schemes, backup and restore processes, disk space mappings. Monitor and report on service level delivery, hardware configurations and access rights. Manage Windows Server domains and Active Directory, IP addresses, and firewall parameters. The contractor shall monitor, report, and analyze server performance statistics, install management agents and tune servers. The contractor shall remedy problems expeditiously using escalation and alert processes; also maintain a log of all activity for fault management.

The contractor shall develop server capacity plans, monitor current server workloads and project future workloads. The contractor shall provide problem diagnosis and resolution. The contractor shall perform hardware maintenance and repair in accordance with manufacturer warranty. The contractor shall perform change management to support changes in hardware configuration and workload/capacity changes.

The contractor shall mitigate vulnerabilities reported by security scans and industry reports, continually assess requirements, evaluate risks, and implement procedures to log, alarm and report security violations to the Information Systems Security Manager (ISSM) and Information System Owner (ISO). Ensure anti‐virus software agents and definitions are current on all servers. The contractor shall monitor events related to system security to identify any security breaches and to determine the extent and location of any damage; perform corrective actions to repair systems, and notify the proper authorities if warranted. The contractor shall implement all TCNO’s and TCTO’s within the specified timeframes.

The contractor shall provide patch management. Patches that cannot be automatically applied will be manually implemented. The contractor shall perform automated server monitoring which includes: network connectivity, CPU, memory, disk space thresholds, uptime, response time, and web server availability, and shall provide monthly reporting of these statistics and others which can be monitored using Air Force‐furnished utilities. Maintain and review server logs using Air Force‐provided log consolidation tools; log warnings and alerts should be reviewed daily in a proactive manner. The contractor shall maintain server inventory and provisioning documents. The contractor shall maintain software inventory, warranty information, licensing and vendor contact information. The contractor shall notify the Air Force in the event of expiring support of hardware and software. The contractor shall maintain a clean server and surrounding area environment.

The contractor shall maintain currency of existing service offerings through research, development, deployment, and training. The contractor shall collaborate with software and hardware vendors on various projects and opportunities of interest to the Air Force (beta testing, training, certification programs, etc.) The contract shall develop and track progress toward long and short term goals. The contractor shall research and recommend enhancement products for purchase.

The contractor shall perform Backup, Restoration and Disaster Recovery including maintenance and administration of backup infrastructure as described above; perform and monitor all server backups; restore files and directories in response to user help desk requests; perform tape rotation in accordance with policies and procedures; interface with offsite tape storage facility; and support tape backup and restore activities associated with the Disaster Recovery/Continuity of Operations (DR/COOP) process and ensure data backup and transfer to the DR/COOP facility. The contractor shall support Desktop Laptop Option (DLO) on mobile devices to back up data for a minimum retention time of 14 calendar days. The contractor shall restore data when a mobile device is replaced. Desktop data will be re-directed to the installation data center. The contractor shall install 448 SCMW-Hill managed licensed software upon request or when hardware is replaced. System administration will also include the following:

· Install, support and maintain computer systems.

· Plan and respond to service outages.

· Diagnose software and hardware failures to resolution.

· Implement and ensure security preventive measures are fully functioning.

· Monitor and enhance system performance.

3.4.3 Customer Training

The contractor shall support training on new functionality and to new users on MSDIS. All training will be completed in conjunction with government functional advocate support. Travel may be required in support of this requirement. The training will include the following tasks:

· Provide on-site training at Government locations and training via audio-visual conferencing service

· Develop, maintain and/or update student and instructor training programs and materials.

· Provide a written test case for new functionality that may also serve as a written training tool

· Ensure training stays current with the services offered throughout the life of the Task Order

· Establish user guide for MSDIS modules.

· Update current, established user guides in Microsoft Word format annually based on new development or updates to existing functionality. Work with government functional advocates to ensure updates are accurate.

3.4.4 Help Desk Support

The contractor shall be responsible for providing Information System and Service Desk support. The Information System and Service Desk is the single point of contact between 748 SCMG and its Information System customers and is tasked with providing the first line of help to resolve customers’ administrative and technical problems either at the customer’s desk or remotely for all Information Systems assigned and managed by the 748 SCMG. The contractor shall document trouble calls made into the Information System Service Desk as trouble tickets via user telephone calls or a web‐based interface. There are two categories of trouble tickets: Routine and VIP/Urgent/Critical. Hours of Operation may vary from 24/7/365 to normal business hours to meet the primary objective to restore normal service to standard operation as quickly as possible in order to minimize adverse impacts on customers, business operations and processes.

The contractor shall receive, document, assign, troubleshoot, resolve, report and track to completion all end user, Information System issues using a documented process. The contractor shall respond to the appropriate functional advocate when deficiency is resolved and testing needs to be accomplished by the individual who identified the bug. The contractor shall collect information for service requests through the Information System Service Desk support management tool and via telephone or e‐mail as appropriate. The contractor shall respond to all problem calls and which may include interface to higher level organizations and/or personnel, warranty service providers, or external software vendors. The contractor shall track all open support tickets to resolution. The contractor shall provide monthly statistics and status reports in the format directed by the Contracting Officer Representative. The contractor shall analyze reported issues and other data to determine trends in problem areas. The contractor shall maintain information on methods used to resolve previous incidents or create a record for future reference if the incident has not been experienced previously. The contractor shall coordinate with applicable technical support staff which may be located in higher or other organizations. The contractor shall escalate and track issues that are out of the scope of the 448 SCMW-Hill to resolve with the 75 Air Base Wing, and other AFMC and DISA organizations. The contractor shall provide necessary research, analysis and coordination with support staff while documenting the findings and events as part of the trouble ticket prior to escalation. The contractor shall analyze and determine affected community and ensure proactive notification to affected user community with 1 business day using e‐mail, voice mail Web posting and front‐end telephone system postings.

The contractor shall facilitate in and out processing of 448 SCMW-Hill employees (civilian, contractor and military). The contractor shall initiate network accounts, work with security office to ensure all cybersecurity requirements are completed and provide/maintain a checklist(s) of other in and out processing tasks. The contractor shall organize new equipment set up. The contract shall pick up equipment after an employee out-processes.

3.5 Agent of the Certifying Authority (ACA) Support Services

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

The contractor shall provide support services for organization owned systems/servers seeking assistance in obtaining Information System Certification & Accreditation. Capabilities include both testing and validating functions of implemented IA controls, functions that may potentially overlap with existing IAM/IAO personnel functions assigned to Information Systems (ISs).

Contractor shall develop and implement of management, operational, and technical security controls required to assure desired levels of protection for systems and data are achieved (e.g., establishment of policy/procedures in support of Federal security requirements, conduct risk assessments to identify threats/vulnerabilities for existing/planned systems; support Federal mandates for measuring and reporting compliance, perform certification and accreditation (C&A) activities; provide training services to promote awareness and knowledge of compliance responsibilities for Federal IT security requirements. The contractor shall ensure that a valid authority to operate (ATO) is maintained for information systems. Contractor shall ensure latest security mandates and implement, which include risk management framework and DISA security technical implementation guide. Contractor shall hold regular periodic information system reviews to ensure compliance standards are maintained. The contractor shall track any identified findings to resolution. The contractor shall develop Plan of Action and Milestones to track work towards a finding to completion and file that information with system security control documents. Contractor shall document system and network security in a government directed documents to include, system security plan, Information Support Plan, Cybersecurity Strategy and changes to the system with regards to security and develop plan of action and milestones for fixes that are in work.

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

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

3.6 Video Teleconference Support

The contractor shall schedule and coordinate all Integrated Services Digital Network (ISDN) and Internet Protocol (IP) based VTCs based on senior leader requirements. The contractor shall dial in VTC within the scheduled window and trouble shoot connection issues if they arise. The contractor shall assist with the design of new system if required, maintain system drawings to include hardware, software and network aspects. The contractor shall ensure all VTCs are registered correctly according to AF guidelines and maintain an Authority to Operate.

3.7 Equipment Custodian

The contractor must provide support related to Automatic Data Processing Equipment (ADPE) to include, arranging delivery of new equipment from the IT Depot at Hill AFB to the appropriate location (typically, building 1209 on Hill AFB), delivery of equipment to new employees, replace failed equipment for current employees and track equipment and prepare required documentation based on AFMAN 33-153 and other specific guidance published by the 75 ABW. The contractor shall complete an annual inventory of all equipment. The contractor shall sanitize hard drives IAW standard security policy prior to sending to DRMO or disposing of them. Contractor will reuse excess equipment as applicable. As part of the tracking actions, contractor will maintain a current map that shows the location of accountable items, which include desktops, laptops, IP phones, printers, monitors and wireless headsets. The map shall be updated based on user moves and when equipment is replaces. The government shall have access to this map at any time. The contractor shall maintain warranty and license information for all hardware and its associated software and work with the manufacturer or reseller to replace/repair equipment as needed.

3.7.1 Equipment Technical Support

The contractor shall load host base provided image to mobile devices and desktops. The contractor shall add the mobile device or desktop to the domain after the image is applied. The contractor shall load the software to support DLO on all hardware devices. The contractor shall replace equipment that has failed/beyond repair, as determined by the ABW installation technician, with new equipment and contact system administrator (3.4.2) for data restore from DLO. The contractor shall complete the process for warranty repair/replacement if the hardware is within the manufacturer warranty period. The contractor shall troubleshoot unique technical issues with equipment when requested via email or ticket by the installation technicians. If the issue is resolved, the contractor shall document the resolution in the ticket.

The contractor maintain a stock of hardware (desktops and laptops) that are imaged and ready for deployment in case of equipment failure. The minimum stock required is eight desktops and five laptops.

The contractor shall maintain mobile devices that may be checked out for Temporary Duty (TDY) or other mission requirements. The contractors shall track information related to the checkout including, employee name, organization, pick up date, return date and duty location. The contractor shall work with the employee to complete the DD Form 4394 and DD Form 1297 when the employee checks out a mobile device. The contractor shall file these forms in the official Electronic Records Management (ERM) folder. The contractor shall contact employees who have not returned return the mobile device within 10 business days of the return date. The contractors shall provide an encrypted mobile device when requested or at a minimum when the employee is travelling OCONUS.

The contractor shall maintain an offline machine for the purpose of flash media transfers. The contractor shall ensure that the machine is compliant with the appropriate regulations.

3.8 Software Support

Contractor will test software that is critical to supply chain management operations within the organization. Contractor will provide test results to the certifying organization in order for the software to be included on the AF approved products lists. Contractor will support renewal of software on the approved products list and ensure that licensed software used by the organization has the required approval.

3.9 Client Support Administrator (CSA) Support to DLA Aviation Ogden Defense Logistics Agency is currently transitioning to their information technology network and also transitioning support to the installation. While in transition, the contractor shall provide support for hardware, software and services necessary to support personal computers and associated peripheral devices. Types of incidents that are typically addressed include: patch management, equipment moves, desktop hardware or software malfunctions, printer malfunctions, installation of new hardware or software, meeting room setups, desktop connectivity issues, Personal Electronic Device (PED), and In/Out processing. The contractor shall provide desktop engineering support during core business hours. The contractor shall provide preventive maintenance services outside of the core operating hours. The contractor shall use the primary tool designated by the government (Microsoft’s Enterprise Service Management (ESM)) currently, for supporting the desktops/laptops.

The contractor may be responsible for pushing changes to desktops by ESM after hours once they have been successfully tested in the lab and approved through Change Management. Hardware will be provided with the current minimum standards by the Government. Virus protection is provided with Air Force approved anti‐virus products. All hardware must remain updated when new viruses are identified to prevent these viruses from corrupting programs and data.

The contractor shall develop, maintain and document efficient processes for configuration management and associated implementation of upgrades and maintenance. The contractor shall install and integrate hardware and supported software. The contractor shall establish and maintain baselines for all workstation configurations. The contractor shall develop and document efficient processes for hardware deployment and software application deployment. The contractor shall provide general troubleshooting and problem resolution. The contractor shall support standard desktop software suite. The contractor shall maintain client support for Local Area Network (LAN) access and remote access via the Virtual Private Network (VPN) and wireless services. This includes setting up laptop and other remote systems.

The contractor shall evaluate hardware, firmware, peripherals, software for use by staff and customers and perform analysis and assess performance to determine hardware, software and/or other technical changes necessary to meet operational requirement 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 shall maintain current virus protection and Air Force Certification (AFCERT) compliance and manage government provided anti-spyware software. The contractor shall conform and participate with change management, configuration management and security requirements. The contractor shall ensure all software operating on government computers is legal and licensed.

The contractor shall receive trouble calls from users, FSA/CSA or Information System Service Desk personnel, and request assistance on technical problems. All requests for support will be documented. The contractor shall provide technical support for installs, configurations, upgrades, and advanced troubleshooting on communication problems, application problems, internet operation and access questions, virus assistance, hardware and/or software implementation or integration problems, and a myriad of additional problems or requirements.

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

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 hardware or software is still covered by Original Equipment Manufacturer (OEM) warranty, the contractor shall be responsible to coordinate repair/replacement parts with manufacturer.

4. ENGINEERING REQUIREMENTS

4.1 Systems Engineering

4.1.1 Life-Cycle Systems Engineering

The contractor shall employ disciplined systems engineering processes including, but not limited to, requirements development, technical management and control, system/software design and architecture, integrated risk management, configuration management, data management, and test, evaluation, verification and validation practices throughout the period of performance of task orders in accordance with AFI 63-1201, Life Cycle Systems Engineering.

4.2 Architecture and System Design

The contractor shall support the design and development of systems and applications and their integration into the overarching enterprise architecture. The contractor shall provide all required design and development documents, and supporting architectural documentation, for any frameworks as identified in this task order.

4.2.1 Department of Defense Architectural…