TO0002_DSO_AFRL_ITSS_PWS.pdf

For Official Use Only – Source Selection Sensitive Do not distribute without permission of AFRL/RXOC

TASK ORDER 0002

PERFORMANCE WORK STATEMENT (PWS)

TO PROVIDE

INFORMATION TECHNOLOGY SERVICES SUPPORT

FOR

AIR FORCE RESEARCH LABORATORY/DSO (HQ)

10 February 2016

TABLE OF CONTENTS

1.0 DESCRIPTION OF SERVICES

1.1. Scope

1.2. Background

1.3. Objective

1.4. Requirements

1.4.1 Computer Support

1.4.2 Application Development and Configuration Management

1.4.3 Planning

1.4.4 Network Implementation

1.4.5 Systems Integration

1.4.6 Systems Support

1.4.7 Computer-Communication Maintenance

1.4.8 Network Multimedia Devices

1.4.9 Asset Management

1.4.10 Computer Aided Design (CAD) Drawing

1.4.11 Video Teleconferencing and Meeting Support

1.4.12 Cybersecurity Management

1.5. Deliverables

1.6. Continuity of Operations (COOP)

1.7. Voluntary Protection Program (VPP)

2.0 Services Summary (SS)

3.0 Base Support/Government Furnished Information

4.0 General Information

4.1. Place of Performance

4.2. Normal Duty Hours

4.3. Extended Hours

4.4. Travel

4.5. Personnel Management and Training Requirements

4.6. Contractor Point of Contact

4.7. Associate Contractor Agreements (ACA)

4.8. Sensitivity of Data

4.9. Security and Identification Procedures

4.10. Quality Control

4.11. Quality Assurance

4.12. Performance of Services During Emergency Conditions Declared by Wright- Patterson AFB (WPAFB) Authority

4.13. Contractor Manpower Reporting

4.14. Transition

4.15. Non Personal Services

4.16. Combating Trafficking in Persons

APPENDICES

(Provided to demonstrate the size and scope of the initial effort)

APPENDIX 1: CURRENT ENVIRONMENT INFORMATION FOR AFRL/DSO

APPENDIX 2: HISTORICAL MANNING INFORMATION FOR AFRL/DSO

1.0 DESCRIPTION OF SERVICES

1.1 Scope

To provide Information Technology (IT) Services Support for the Air Force Research Laboratory (AFRL). This support includes tasks to ensure an effective Information Management concept and structure that fosters timely deployment and optimal operation of Information Systems to support the research of the AFRL mission. Task orders will be issued to acquire the information technology support services for the AFRL directorates at Wright-Patterson AFB, OH.

The PWS addresses the provision of contractor services when the government is in garrison during Normal (Steady State) Operations, when operating in an emergency mode during the execution of Continuity Of Operations Plans (COOP) or similar plan situations and when returning from those emergency situations to Normal (Steady State) Operations.

During the testing and execution of various Continuity Of Operations Plans or other emergency plans or during the response and resolution of security incidents, every contractor providing services under this PWS may be tasked by AFRL COR personnel, AFRL managers or the AFRL Commander, coordinating with the COR, to provide assistance to other AFRL activities within the local area including providing identification checks, access control or other services within their PWS task areas.

1.2 Background

AFRL plans and executes USAF programs in the areas of basic research, exploratory development, and advanced development.

1.3 Objective

The objective is to acquire a full range of IT services to support the Research and Development and operational missions of AFRL. At a minimum, IT services will consist of the following: Customer Support, Application Development, Configuration Management, Planning, Network Implementation, Systems Integration, Systems Administration, Systems Support, Communication Support, Computer-Communication Maintenance, Network Multimedia Devices, Asset Management, CAD Drawing, Video Teleconference (VTC) and Meeting Support, and Information Assurance (IA).

1.4 Requirements

1.4.1 Computer Support. The contractor shall provide points of contact, referred to as the “Help Desk,” for collecting, controlling, disseminating, documenting, and resolving all user questions and problems. The contractor shall provide an on-site Field Service Team to perform problem analysis and resolution, as well as periodic maintenance. The contractor shall develop and update procedures for the analysis and resolution of IT support requests, including developing standardized schema for characterizing the nature and types of problems being encountered, as well as remedial services being provided. The Help Desk shall fully document trouble tickets, to include problem description, analyses, recommendations, and remedial actions that are taken by the Field Service Team. Contractor Field Service Team personnel shall be trained, qualified, and appropriately certified for the types of IT services required by the Directorate, including DOD 8570.01-M Information Assurance Workforce Improvement Program (May 15, 2008), requirements. The contractor shall ensure Field Service personnel maintain currency with training and certification to competently service technologies deployed within the Directorate. The contractor shall support the operational management of all Directorate IT systems in such a manner as to ensure that non-availability, either collectively or individually, does not exceed 1% of annual, normal operating hours (8,300 hours out of 24x7). The contractor shall conduct ongoing verification of bona fide Directorate users, as well as perform annual (re)certification of users’ licenses for network access. The network access (re)certification process shall be subject to change in order to maintain compliance with Information Assurance and Security directives.

1.4.1.1. Help Desk Field Service Operations shall:

1.4.1.1.1. Man the helpdesk with personnel qualified to provide telephone help desk support.

1.4.1.1.2. Support Directorate IT hardware, including but not limited to various types of personal and workstation computers, as well as servers, micro, mini, and mainframe computers. Hardware support consists of, as a minimum, unpacking, assembling, setting up, testing, operationally sustaining (e.g., diagnosing, repairing, and replacing), and decommissioning all Automated Data Processing Equipment (ADPE).

1.4.1.1.3. Support Directorate software, including but not limited to multiple generations of Microsoft Windows, variants of UNIX, Linux, and other proprietary operating systems, Citrix Metaframe products, VMWare systems, as well as a broad spectrum of commercial off-the-shelf (COTS) and custom application computer programs, including, but not limited to those contained in the task order appendices. Software support consists of, as a minimum: receiving, installing, testing, configuring, debugging, patching, and assisting users in employing product features.

1.4.1.1.4. Support all other IT-related equipment including but not limited to networked and dedicated printers, scanners as well as devices employing serial, parallel, FireWire, USB, and other peripheral device interfaces such as Personal Digital Assistants (PDAs), Tablets, Cellular Phones including I-Phones, and BlackBerry devices; Data Acquisition hardware and software as well as instrument controllers.

1.4.1.1.5. Manage all aspects of materials handling of ADPE, including:

1.4.1.1.5.1. Receiving, documenting (e.g., inventorying), labeling, and deploying

1.4.1.1.5.2. Recovering, disassembling, packing, crating, documenting, shipping

1.4.1.1.5.3. Relocating, reassembling, documenting, and redeploying to new locations.

1.4.1.1.5.4. Inventorying items by capturing, entering and maintaining data in Directorate ADPE databases, where applicable.

1.4.1.1.6. Manage warranty repairs for all ADPE.

1.4.1.1.7. Assist ADPE custodian(s) in accomplishing all aspects of proper management of ADPE.

1.4.1.1.8. Assist Information Assurance personnel in accordance with pertinent regulations and directives.

1.4.1.1.9. Provide immediate response to users by offering assistance over the phone, when feasible, and following up to ensure user satisfaction.

1.4.1.1.10. Utilize an automated Helpdesk call management system to track and document all Field Service activities including the resolution of user inquiries, service requests, and problem reports.

1.4.1.1.11. Maintain the Directorate Helpdesk call management system, including updating the database and adding new functionality.

1.4.1.1.12. Analyze field service reports to identify common problems, developing trends, and recommend corrective actions.

1.4.1.1.13. Operate a customer feedback assessment activity mechanism to obtain and analyze measures of customer satisfaction. Metrics data shall include measures of responsiveness as well as completeness and effectiveness of the service, and be retained for sufficient time (i.e., at least one year) in order to ensure a statistically acceptable sampling that provides perspective in terms of both the current and cumulative quality of performance.

1.4.1.1.14. Manage and maintain a bench stock inventory of ADPE, the quantities and types of which are to be determined using MTBF and other service history data that shall be captured and tracked by the Helpdesk call management system.

1.4.1.2. User Training:

1.4.1.2.1. The contractor shall prepare, manage, and arrange or conduct, IT-related training for Government personnel and supporting contractors.

1.4.1.3. Incident Priorities

1.4.1.3.1. Medium priority is assigned to normal/routine issues.

1.4.1.3.2. High priority is assigned to issues having a significant impact to the operations of a significant portion of the directorate.

1.4.2. Application Development and Configuration Management. The contractor shall:

1.4.2.1. Support AFRL research in the areas of computational research by assisting research contractors and personnel in the development of applications and models.

1.4.2.2. Support AFRL research in the areas of data acquisition and data analysis.

1.4.2.3. Support AFRL requirements for development of custom software utilities, to include interface modules required for the AFRL Enterprise Business System (EBS), and, when appropriate, coordinate with AFRL leadership, the EBS Program Office, and any other offices necessary to accomplish these tasks.

1.4.2.4. Assist Directorate customers in developing business or productivity applications, including: documenting requirements and specifications, identifying solutions, and acquiring, implementing, documenting, training, testing and validating applications.

1.4.2.5. Develop Windows-based client applications to include connections to Oracle, Microsoft SQL or other database systems employed by the Directorate.

1.4.2.6. Develop Web applications using accredited software and Web development tools.

1.4.2.7. Perform database administration of Directorate database resources.

1.4.2.8. Develop and maintain public web site content in accordance with all required DoD/AF regulations working in coordination with the appropriate Communications Group and Public Affairs.

1.4.2.9. Develop and maintain internal web site content in support of AFRL research.

1.4.2.10. The contractor shall be responsible for the activities related to the configuration management process that identify the functional and physical characteristics of a software item, control changes to those characteristics during its life cycle, and record and report change processing and implementation status. The contractor shall provide configuration management for software, related contract deliverables including contract licensing and warranty documentation. The contractor shall be responsible for adhering to Government prescribed procedures for notification and delivery of periodic releases and upgrades to the Government Configuration Control Manager (CM). The contractor shall be responsible for establishing and maintaining the configuration management-computing environment to include software development configuration management baselines. The contractor shall provide access to an automated configuration management database to allow for the generation of reports. The contractor shall be responsible for providing the Government CM with all items, as defined by the Government (i.e.

software, documentation, help files, etc.) prior to distribution. The contractor shall be responsible for the tracking and delivery of all CDRLs. The contractor shall be responsible for performing migrations across development, test and production environments and maintaining configuration control of each of these environments comprising. This would include but not held solely to IA tracking of network required changed such as TCNOs, MTOs and software inventory including software licensing information for applications, operating systems and related support tools.

1.4.3. Planning. The contractor shall support AFRL organizations in planning the following:

1.4.3.1. Updates to local network infrastructure, including factoring long range network goals into requirements and specifications for all elements that make up the corporate network systems.

1.4.3.2. Configuration and deployment of all corporate software, including operating systems and applications—both client and server-based.

1.4.3.3. Strategic investment in IT assets, to include analysis of purchase versus lease considerations, providing cost-benefit, and trade-off options.

1.4.3.4. Analysis of scalability of software, systems, and networks.

1.4.4. Network Implementation. The contractor shall:

1.4.4.1. Install, test, deploy, manage, update and maintain segments and elements of the Directorate’s local networks, including wireless networks and communications interfaces to external networks as coordinated with local Comm Group. Support shall include, where applicable, gateways to public and private communications networks.

1.4.4.2. Test, deploy, operate, update and maintain network-monitoring devices.

1.4.4.3. Survey and maintain a record of existing wireless, base band, and fiber networks and update configuration documents, as modifications are made.

1.4.4.4. Maintain building and network drawings using Government supplied tools.

1.4.5. Systems Integration. The contractor shall work to facilitate compatibility between systems deployed in AFRL and standard Air Force systems. In order to accommodate a generic interface capability to other DoD systems, the contractor shall maintain the means to utilize: Foreign National or Virtual (Extranet) Networks, internal networks supporting the AFRL mission, the Secret Internet Protocol Router Network (SIPRNet), the Defense Research and Engineering Network (DREN) and the associated Nonsecure Internet Protocol Router Network (NIPRNET), as common carriers for data traffic between systems. User interfaces being maintained shall permit AFRL WRS organization administrators to:

1.4.5.1. Provide the capability for file and print sharing through common mechanisms such as: MS-Windows File Sharing (SMB/CIFS), and Network File System (NFS)

1.4.5.2. Where permitted, enable transmission and reception of electronic mail.

1.4.5.3. Support the operation of remote terminal connections.

1.4.5.4. Where permitted, enable the integration of research systems into the AF network environment.

1.4.5.5. Plan for the transition, perform development, and implement such interfaces. This will include interfaces developed internally and by external organizations.

1.4.5.6. Researching on-going as well as planned technical and development initiatives from within the Government, which impact overall architectural or design methodologies and concepts.

1.4.6. Systems Support. The contractor shall provide systems-level support, encompassing both the software and hardware of all IT systems at covered AFRL Wright-Patterson AFB to include:

1.4.6.1. Software Maintenance: Managing and arranging for or conducting maintenance of all software in use by AFRL organizations.

1.4.6.2. Hardware Maintenance: Managing and arranging for or conducting maintenance on hardware in use by AFRL organizations.

1.4.6.3. System Administration: Handling all aspects of management and support of deployed operating systems (e.g., Microsoft Windows, Unix, and Linux), including performance of: upgrades, security patches, back-ups, account maintenance, and access control maintenance. Where required, patching will be done using Government supplied tools. Data gathered during the course of these activities will be applied in order to maximize the utilization and security of systems.

1.4.6.4. Install, configure, update and provide assistance to users for scientific applications located on the computational resources.

1.4.6.5. Provide support of multi-user platforms and server based applications.

Duties include, but are not limited to: managing and administering directorate web-based services, assisting client users in connecting and using the centralized resources, performing backup and maintenance of the index and content database, clearing and maintenance of the system cache, and optimizing the server functions, creating content workspaces, managing document and folder areas, applying and assigning permissions.

1.4.6.6. Conducting analyses, developing solutions, planning and coordinating tasks, maximizing overall system efficiency, providing for seamless integration or migration, and optimizing usability and effectiveness.

1.4.6.7. Monitoring and reviewing technical activities to ensure compatibility with the objectives, plans, and Concept of Operations (CONOPS) of all AFRL organizations.

1.4.6.8. Investigating hardware, software, and communications compatibility issues. This requirement also encompasses analysis of development, test, and implementation plans, as well as formulating best practices for carrying out technical and developmental activities.

1.4.6.9. Keeping organizational IT managers apprised of state-of-the-art technologies, including state-of-the-art IT concepts, in terms of potential benefits to the R&D or operational missions of the Directorate.

1.4.7. Computer-Communication Maintenance. The contractor shall manage and conduct, or arrange for, hardware and software maintenance services on all corporate-owned computer-communications systems equipment within AFRL organizations. Any applicable corporate commercial discounts that can be passed on to AFRL shall be identified by the contractor and made available to the AFRL organization being serviced.

1.4.8. Network Multimedia Devices. The contractor shall manage Network Multimedia

Devices (NMD), such as a Marconi ViPR, Video Distribution systems and Voice over IP telephone instruments. This will include the connection of the instruments to the unclassified network at the customer desktop. The contractor shall install and configure any software needed on the customer’s equipment. The contractor shall schedule, setup, maintain, and coordinate all NMD activities within the Directorate with customers. The contractor shall coordinate with other locations to assure communications are reliable and consistent for all equipment in the Directorate.

1.4.9. Asset Management. The contractor shall perform all duties related to the tracking and management of IT software, equipment and assets, as designated by the Directorate. This includes, but not limited to: procurement, receiving, storage, inventory, tagging/identifying, moving and turn in. When appointed the contractor shall perform annual validations of software inventories and equipment accounts and support any required Report of Surveys for missing equipment. The processes for asset management shall follow all applicable Directorate, Air Force and DoD instructions, policies and guidelines.

1.4.10. Computer Aided Design (CAD) Drawing. The contractor shall, as directed, create/maintain CAD drawings of IT related equipment, installations, and locations.

Both 2D and 3D drawing/renderings are needed to properly track and display this information, utilizing a visual format. Therefore, expertise in utilizing CAD tools, such as MicroStation, AutoCAD, or other similar tools, as designated by the Directorate, AFRL, Comm Group, AFMC, and Air Force, is a requirement.

Additional effort to employ the full capability of element tagging and database features shall also be considered within the scope of this task.

1.4.11. Video Teleconference (VTC) and Meeting Support. The contractor shall schedule, set-up, maintain, and coordinate all VTC activities. The contractor shall coordinate with other locations, as necessary to ensure communications are reliable and consistent for all equipment. The importance of this function is Directorate-dependent; therefore, the contractor shall be prepared, for each organization, to have full time qualified VTC support personnel thoroughly trained and knowledgeable with the local equipment and back-up personnel equally trained and qualified. The contractor shall:

1.4.11.1. Support VTC connections via both point to point and bridged connections.

1.4.11.2. Support high definition VTC systems.

1.4.11.3. Support VTC connections via both ISDN and IP based connections.

1.4.11.4. Provide support of meetings via the design, install and operation of computer systems, audio systems, video systems, display systems and software.

1.4.12. Cybersecurity Management. The contractor shall manage, track and administer

Information Assurance programs. All activities shall be carried out in full compliance with relevant Federal, DoD, AF, AFMC, Base, and Organizational regulations, instructions, and procedures. The contractor shall be responsible for assessing and adapting operations to comply with changes in official Government policy in these areas. The contractor shall ensure that all members servicing the organization are made aware of their duties, restrictions, procedures and regulations relating to information security. Contractor-provided IA services shall include, but not be limited to:

1.4.12.1. Compiling system accreditation and authorization documentation

1.4.12.2. Oversee and tracking compliance with network security orders

1.4.12.3. Overseeing and following up on regularly scheduled vulnerability scans

1.4.12.4. Tracking and resolving malicious logic incidents

1.4.12.5. Handling account requests

1.4.12.6. Overseeing and handling COMSEC material.

1.4.12.6.1. Resolution of classified spillage incidents

1.5 Deliverables

1.5.1 All deliverables must meet and comply with the requirements set forth in this PWS.

1.5.2 The contractor shall submit the deliverables in accordance with the attached DD Form 1423.

1.6 Continuity of Operations (COOP)

1.6.1 General

The contractor shall support AFRL during Normal (Steady State) Operations (in-garrison operations) at the normal location, as well as during the execution of a Continuity Of Operations Plan (COOP) or similar contingency plan during emergency situations, and during the return from the emergency situation to the Normal (Steady State) Operations posture. The contractor shall always provide services in a safe and secure manner, whether operating in garrison in AFRL’s normal location, in the Emergency Relocation Site or in dispersed operations within the local area. The contractor shall document and implement processes which allow for swiftly and efficiently transitioning from the Normal (Steady State) Operations posture to the emergency plan execution state, reengaging on the various tasks and then returning safely and securely to Normal (Steady State) Operations upon direction from the government.

1.6.2 Preparations before a COOP situation

While in Normal (Steady State) Operations, the contractor shall assist the AFRL staff in COOP and similar plan development as well as the coordination and testing of such plans. These preparations are the foundation from which AFRL will move to the Activation and Relocation Phase which occurs in the first 12 hours of a COOP or other emergency plan’s execution, then on to the Local Area Relocation Phase and, upon cessation of the COOP or other emergency situation, return to Normal (Steady State) Operations. Semi-annually, the contractor shall participate in the testing of at least one of these plans.

As part of COOP and emergency plan preparations, the contractor shall provide and maintain as current over the life of this task a “contractor off-base operations plan”. This plan will address how the contractor will provide services from either a centralized or decentralized off-base posture. The contractor shall consult with the Contracting Officer Representative (COR) before developing this plan in detail so as to obtain copies of the current COOP and other emergency plans involving AFRL as well as to identify what meaningful work can be conducted off-base within each labor category.

The contractor shall be authorized by the government, without resort to a contract modification, to execute the “contractor off-base operations plan” when directed by government personnel or required by approved emergency plans. For billing verification purposes, the contractor shall provide the COR with a weekly informal report documenting all work performed when the “contractor off-base operations plan” is executed.

The contractor shall perform intensified visitor control, external and internal building entrance security control; and security credential inspection during real-world or exercise periods of heightened force protection, security emergencies or other similar situations or when directed by the Government on a case-by-case basis. All personnel on this task, regardless of labor category, shall be used as needed to maintain security.

1.6.3 COOP Notification

While AFRL will normally operate in garrison at Wright-Patterson AFB in the COOP Phase of Normal (Steady State) Operations mode, the organization including its contractors must be ready at all times to execute the COOP or other emergency plans including those related to dispersed operations over an extended period of time such as during pandemics. Upon notification from the

Government, that AFRL initiated the execution of the COOP or similar plans, the contractor shall secure all classified material and then safely, efficiently and swiftly shift from Normal (Steady State) Operations mode to the Activation and Relocation Phase (first 12 hours of the plan’s execution) and then to the Local Area Relocation Phase which begins in the 13th hour and lasts up to 180 days.

The contractor shall be prepared to change staff arrival and departure hours or duty location depending on the emergency plan being executed.

Upon notification by the Government of a plan’s execution, the contractor staff shall swiftly and safely secure all classified material and their normal duty locations, and then assist in executing the plan. For planning purposes, AFRL expects this plan execution period will last up to 180 days with daily assessments aimed at determining when to return to normal (steady state) operations.

1.6.4 First 12 Hours

The contractor shall relocate the plan-designated contract staff members and their usual work equipment, as needed, as directed by the plan.

During this phase, the contractor shall assist the government in opening and securing AFRL’s Emergency Relocation Site (ERS) for operational use;

relocating equipment, supplies and related items to or within the ERS to initiate and sustain operations; and make AFRL’s vital records available for the staff’s use.

To prevent inadvertent loss of equipment or data, the contractor shall use any other available contractor staff to perform identification checks or similar access control during this relocation phase.

1.6.5 Hours 13 Through Day 180 of COOP Situation

The contractor shall assist AFRL in ERS operations and, as directed by the Government the ERS facility’s host organization, in the areas of Administration, Facility Management and Visitor Control, Functional Systems Administration, Information Management including the Vital Records Inventory and records management, Knowledge Management, SharePoint and Similar Collaborative Tools Content and Access Maintenance, Security Awareness Training, Security Management and Classified Operations Support and Special Projects. These tasks shall be limited to the scope of the corresponding Normal (Steady State) Operations tasks, but performed in the ERS work areas.

Upon the ERS attaining an operational state, the contractor shall resume the Normal (Steady State) Operations tasks within that location.

As part of securing the ERS or the ERS host facility, the contractor shall perform identification checks or similar access control as directed by the Government

When directed by Government, those contractors who are not needed to sustain the ERS operations shall resume the same Normal (Steady State) Operations tasks except that work shall be performed from an AFRL location in the local area, a contractor facility or from the contractor’s home in compliance with Information and Operation Security guidelines. Some members of the contractor’s staff may not be required to relocate with the AFRL emergency relocation staff, but instead may be tasked by the AFRL Commander to provide assistance to other AFRL activities within the Dayton metropolitan areas including identification checks, access control or other services within their PWS task areas.

Dispersed operations do not apply to that work which is facility-specific and can only be performed at AFRL’s facilities in the Normal (Steady State) Operations mode. In some cases, depending on the equipment or security situation, it may be practical to have the contractor perform those facility-specific tasks in another AFRL activity within the Dayton metropolitan area. The Government will provide guidance as needed in these facility-specific situations.

All work involving information technology equipment shall be performed on government-provided, Common Access Card-enabled computers; not home or contractor-owned computers.

While many of the tasks in this PWS are common to other AFRL areas, the contractor is advised there is no guarantee all of the contractor’s Normal (Steady State) Operations tasks need be performed during the COOP or other emergency plan’s execution. In that event, the government will notify the contractor of those contractor employees whose services are not required during the COOP or emergency plan execution period. Upon receipt of such notification, the contractor shall withdraw those individuals from service and cease all hourly billing for those withdrawn employees until further notice from the government.

1.6.6 Return to Normal Operations

Upon notification from the Government that AFRL initiated a return to the Normal (Steady State) Operations, the contractor shall secure all classified materials and then safely, efficiently and swiftly, within the contractor’s PWS areas, assist the government in returning AFRL to its Normal (Steady State) Operation posture.

1.6.7 COOP Phases

The following illustration depicts the relationships of the various COOP phases as implemented by AFRL.

Return to Normal

Operations Order

Received

Emergency Relocation Site Facility

Dispensed Contractor

Support

Normal (steady state) Operations

(Aka “in-garrison”)

Activation & Relocation Phase (First 12 hours of plan execution)

Local Area Relocation Phase ** (Hour 13 through Day 180)

AFRL/CC –

Directed Support

COOP Phases *

* COOP – Continuity of Operations Plan ** Contractors who cannot be used in one of these situations will be returned to their company and taken off AFRL-related billable work until needed again

COOP

Plan

Execution Order

Received

1.7 Voluntary Protection Program (VPP)

Applicability: This section of the PWS applies to “Applicable Contractors” as defined below.

VPP Definitions:

Applicable contractors. A contractor whose employees worked at least 1000 hours at the site in any calendar quarter within the last 12 months and is NOT directly supervised by the applicant (installation).

Days Away Restricted, and or Transfer Case Incident Rate (DART). Number of recordable injuries and illness cases per 100 full-time employees resulting in days away from work, restricted work activity, and/or job transfer that a site has experienced in a given time frame.

Total Case Incident Rate (TCIR). Total number of recordable injuries and illness cases per 100 full-time employees that a site has experienced in a given time frame.

Voluntary Protection Program: The Voluntary Protection Program (VPP) promotes effective worksite-based safety and health. In the VPP, management, labor, and OSHA establish cooperative relationships at workplaces that have implemented a comprehensive safety and health management system. Approval into VPP is OSHA’s official recognition of the outstanding efforts of employers and employees who have achieved exemplary occupational safety and health.

Requirements:

Wright-Patterson AFB is in the process of pursuing VPP recognition or has already been recognized under the Occupational Safety and Health Act (OSHA) Voluntary Protection Program. VPP impacts all “applicable contractors” operating on Air Force Installations.

It is the contractor’s responsibility to ensure its employees and managers have a comprehensive understanding of VPP as well as full compliance with OSHA requirements. The contractor shall follow the safety and health rules of the installation or VPP site. Detailed information on VPP is available on the OSHA website at http://www/osha.gov/dcsp/vpp/index.html.

1.7.1 Applicable contractors are required to submit their TCIR and DART rates and OSHA Form 300A annually to the contracting officer for consolidation and submission as part of the installation’s annual VPP Safety and Health Management report. TCIR and DART rates are due by the 15th of January each year.

1.7.2 An applicable contractor’s VPP must identify the processes and procedures the contractor will use to track compliance with the Safety and Health Plan, and the process and procedures that will be used to correct violations.

1.7.3 It is the applicable contractor’s sole responsibility for compliance with the OSHA (Public Law 91-596). The contractor must submit a Safety and Health Plan and corresponding site safety checklist to the contracting officer 10 days after contract award.

The contractor’s plan shall include appropriate measures to ensure the contractor reacts promptly to investigate, correct and track alleged safety and health violations and/or uncontrolled hazards in contractor work areas. Additional, installation specific references and policies may be included/attached to the task order. The plan shall:

1.7.3.1 demonstrate a management commitment to employee safety and health;

1.7.3.2 identify the application of the safety and health plan to subcontractors;

1.7.3.3 identify the roles and responsibilities of the following individuals:

1.7.3.3.1 Management;

1.7.3.3.2 Supervisors;

1.7.3.3.3 Employees

1.7.3.3.4 Safety Coordinator;

1.7.3.4 identify applicable safety rules and regulations;

1.7.3.5 include a worksite hazard analysis to include base-line hazard identification and required control measures;

1.7.3.6 include a job site analysis to include hazards to tasks required to control measures;

http://www/osha.gov/dcsp/vpp/index.html

1.7.3.7 identify employee safety and health training requirements and the documentation process;

1.7.3.8 include a workplace inspection frequency, to include identifying the individual conducting the inspections;

1.7.3.9 include employee hazard reporting procedures;

1.7.3.10 identify individual(s) responsible for corrective action hazards;

1.7.3.11 identify first aid/injury procedures;

1.7.3.12 identify procedures for accident investigation and report;

1.7.3.13 identify emergency response procedures; and

1.7.3.14 identify the process for tracking controlled hazards in contractor work areas

1.7.4 An applicable contractor is responsible for establishing these requirements for all subcontractor who qualify as applicable contractors under the resulting contract.

1.7.5. The Contractor shall ensure its employees and subcontractors promptly report pertinent facts regarding mishaps involving reportable damage or injury to the Safety Office for the task order and the COR, and cooperate (IAW AFI 91-204) in any Air Force safety investigation and shall comply with the Contractor’s safety and health plan.

2.0 Services Summary

This Services Summary documents the performance objectives and performance thresholds for the AFRL Information Technology Services Support contract.

The first column, PWS #, serves as a cross reference to a requirement defined in the Performance Work Statement. The Performance Objective column is a brief summary of the PWS task’s performance objective and the performance threshold identifies the acceptable level of performance for the task. These performance thresholds enhance task completion and/or performance.

PWS # Performance Objective Performance

Thresholds

1.4 Customer Satisfaction 90% or greater

satisfactory rating for returned surveys

1.4 Adherence to policies, processes, 100% compliance

procedures, directives, and guidance unless waived by

COR

1.4 Assign and Prioritize Help Desk

Tickets

Within four (4 business hours

1.4 Provides 0700 to 1700 and on-call

after hours support for Computer Support, Application Development, Configuration Management, Planning, Network Implementation, Systems Integration, Systems Support, Communication Support, Computer-Communication Maintenance, Network Multimedia Devices, Asset Management, and VTC Support, and Cybersecurity Management

99% availability of support areas during 0700-1700, and as needed on-call after hours

1.4 Provides 0700 to 1700 and on-call

after hours support for Computer Support, Application Development, Configuration Management, Planning, Network Implementation, Systems Integration, Systems Support, Communication Support, Computer-Communication Maintenance, Network Multimedia Devices, VTC Support.

100% of disruptive planned maintenance work or outages shall be scheduled for after hour period, or periods of least impact to user community.

1.4.1 Act as points of contact for

Information Technology (IT) resolution and maintain Help Desk services.

100% of service calls logged as received in Directorate specified database or application. Service calls are documented, and resolved or assigned to the appropriate technical group for resolution

1.4.1 Act as points of contact for

Information Technology (IT) resolution and maintain Help Desk services.

90% of calls answered within 5 rings.

1.4.1 Help Desk Ticket Resolution

30% of all problems resolved on the first call (one phone call, user may speak to more than one person), if required field dispatch is scheduled during first call.

1.4.1 Help Desk Ticket Resolution (under

execution authority, specific to each Directorate)

Priorty #1 – Significant Directorate impact or SES/GO and/or 2-Letter level request Priority#2 – Work stoppage for any user.

Priority #3 - Normal or routine issues Priority #4 – Minor issue resolution

85% of tickets resolved within four

(4) business hours for Priority #1; one

(1) business days for Priority #2; and three (3) business days for Priority #3;

and five (5) business days for Priority #4.

1.4.1.1.3 Provide testing and required test

documentation of all software requiring approval

90% within 10 business days of software receipt by the Tester for software with organizationally defined test procedures.

1.4.1.1.5, 1.4.9

Configure and Deploy ADPE. 95% of routine single/individual equipment deployments within 2 business days.

1.4.1.1.5, 1.4.9

Maintain ADPE AF specified database and Directorate Specific Asset Inventory Database to include both hardware and software

100% ADPE

inventory shall be added, updated, and maintained in specified databases or applications.

Database updated or requests to update submitted within five 5 business days of arrival, deployment, return

1.4.1.1.5, 1.4.9

Equipment designated for turn-in or repurpose shall be picked up from customer and databases annotated.

Within five (5) business days of request

1.4.1.1.2, 1.4.1.1.5, 1.4.9

Assets designated for disposal shall be processed regularly and turned in through proper Base procedures, including appropriate destruction of media.

No less than quarterly or as organizational storage/space demands allow

1.4.2 Develop and maintain Directorate 90% application

web sites and applications outages resolved within 4 working hours of notification

1.4.2 Develop and maintain Directorate

web sites and applications

Maintain 99% availability and connectivity to all Directorate web sites for end users during business hours

1.4.4 Coordinate and/or execute

installation, configuration, testing, deployment, management, and maintenance of all segments and elements of the Directorate’s local networks, including communication interfaces to external networks.

Maintain 99% availability of networks and connectivity for end users during normal business hours

1.4.4 Coordinate and/or execute

installation, configuration, testing, deployment, management, and maintenance of all segments and elements of the Directorate’s local networks, including communication interfaces to external networks

90% monitoring on network performance and proactively respond to degradations in throughput or bandwidth of:

-50% or more for a sustained period greater than one minute -50% or more intermittently over a period of 10 minutes or more

1.4.4 Coordinate and/or execute

installation, configuration, testing, deployment, management, and maintenance of all segments and elements of the Directorate’s local networks, including communication interfaces to external networks

90% LAN outages resolved within four

(4) business hours of notification

1.4.6.3 Maintains, manages, and supports

System Administration.

Maintain 99% availability of servers and connectivity for end users during normal business hours

1.4.6.3 Maintains, manages, and supports

System Administration

90% server outages resolved within four

(4) business hours of notification

1.4.7

Manage, conduct and arrange for hardware and software maintenance services on all corporate-owned computer-communications equipment

100% management and tracking of all interactions with vendors to ensure services are performed

1.4.7 Manage initial coordination with

vendors for computer-communication hardware and software maintenance

99% of all quotes received within required directorate timeframe to prevent expiration of maintenance support

1.4.11 Manages, maintains, and supports

Video Teleconferencing and meeting support

95% of outages shall be resolved within 10 minutes from meeting start.

Possible resolutions are moving meeting to alternate location or end user opts to reschedule

1.4.12 1.4.6

Implement, track, document and report compliance/non-compliance with network security orders

100% reporting of Order compliance or non-compliance.

- Update status daily with 99% accuracy

- 95% implementation with 100% accuracy by the date/time specified

1.7 VPP participation list and prompt

contractor safety incident reporting

99% reporting of any contractor involved safety incidents to the task order safety office within 2 hours of the incident

3.0 BASE SUPPORT/GOVERNMENT FURNISHED INFORMATION

3.1 The Government will furnish the following base support/Government Furnished

Information “as is” at no cost to the contractor for their use in direct support of tasks outlined in this PWS:

3.1.1 Adequate facilities that include office space and furnishings shall be provided for on-site members of the staff assigned to the program.

3.1.2 Custodial services for any identified facilities.

3.1.3 Local and long-distance phone service, fax machine, and reproduction machine in or near occupied facilities.

3.1.4 Miscellaneous office supplies.

3.1.5 Government forms, publications, and documents, if required.

3.1.6 Computers, terminals, common use software, communication networks, and other resources owned or leased by the Government for use by on-site contractor personnel.

3.2 The Government will make available program and system documentation to support accomplishment of the tasks outlined in this PWS.

3.3 When applicable, the contractor shall adhere to the Government’s operational policies, processes and procedures to complete the requirements identified in this

PWS.

3.4 The contractor shall conform to the installation security program for safeguarding the

Government-furnished facilities and material contained herein.

3.5 The Government shall furnish utilities at no cost to the contractor for performance of this contract if performed on a Government installation.

4.0 GENERAL INFORMATION

The following establishes the general requirements and guidelines governing the performance of the tasks outlined in this PWS.

4.1 Place of Performance

The primary work location under this PWS is at Area B, Wright-Patterson AFB, OH.

Each participating organization will designate the areas within specific buildings that will be used for staging Helpdesk Operations.

4.2 Normal Duty Hours

The contractor personnel are expected to perform their work within the Program Management Office’s core operating hours of 0700 to 1700, Monday through Friday, excluding Government-observed holidays. If variances are required from the core operating hours the contractor shall obtain permission from the COR prior to working those hours.

4.3 Extended Hours

The contractor shall provide on-call, emergency operational assistance and problem resolution support on a 24x7 basis. Such support will be identified in advance to the contractor in the task order. For T&M orders, anytime an individual needs to work in excess of 40 hours in one week’s time period, advance notice must be given to the COR for coordinating with the contracting officer.

4.4 Travel

4.4.1 The contractor shall be required to travel, both locally and outside of the local area, in support of this PWS. Travel costs are reimbursable in accordance with the Joint Regulations (JTR).and FAR 31.205-46. The Travel shall be approved by the Contract Manager and COR in advance. Conditions and limitations applying to travel associated under this PWS are:

4.4.1.1 Reimbursement for local travel, within a 20-mile radius of assigned location, is limited to those transportation costs incurred for the transporting of materials purchased from local suppliers.

4.4.1.2 Travel greater than a 20-mile radius from the assigned location is considered travel outside of the local area. Government approved TDY or temporary assignments for training, symposia, conferences, equipment evaluation/inspection, and other purposes are reimbursable. When TDY travel is required, per diem costs are reimbursable.

4.4.2 Travel vouchers shall include proof of payment for cost reimbursement.

Local vehicle travel for off-base material pick-up, shall include “trip tickets” containing the following information:

4.4.2.1 Name of the person performing the travel.

4.4.2.2 Date of travel

4.4.2.3 Miles traveled

4.4.2.4 Method of travels (i.e. POV, rental car, and contractor vehicle)

4.4.2.5 Amount claimed with breakout of costs (i.e. mileage rate, parking, and tolls).

4.5 Personnel Management and Training Requirements

4.5.1 The contractor shall provide necessary personnel to accomplish all work identified in the PWS within government specified time frames.

4.5.2 The contractor shall manage their personnel in such a way as to minimize the impact of their personnel turnover throughout the life of awarded task orders.

The Contractor shall ensure continuation of services during personnel absences such that there is not negative impact to the Government mission schedule. Once a contractor knows that an employee is leaving and will no longer support a task, the contractor shall provide written documentation to the Contractor Officer’s Representative (COR) within three (3) business days of the employee advising the Contractor of his/her intent to leave. In the case of a no-notice departure, the Contractor shall immediately inform the COR. This written notification shall include the date and time the position will be vacant, anticipated replacement date, and management corrective action, if needed, to ensure task mission remains on schedule. Vacancy occurrence will not exceed five business days for any single occurrence. If a departure/vacancy occurs and qualified replacement is not in place after a two (2) week period the contract effort can then be descoped for the amount of time the position is vacant after that two (2) week period.

4.5.3 The contractor shall provide personnel with the necessary licenses, certifications, training, experience levels, and security clearances that are required, including Federal, State, and local laws and regulations. The contractors will comply with the Defense Acquisition Regulations (DFARS) 252.239.7001 and all cybersecurity requirements stipulated herein. Individuals will possess a DoD approved cybersecurity baseline certification commensurate to category and level of the assigned position. The DoD approved certification for individuals conducting application/software development, also, must cover knowledge areas in the secure software development life cycle (e.g. secure software requirements and design, secure coding techniques, and secure software deployment strategies).

4.5.4 The Government may consider funding of contractor training only for products unique to the Government. All requests for training at Government’s expense shall be submitted to the COR for consideration for approval/disapproval prior to training.

4.5.5 The contractor shall be responsible for all cost including labor hours associated with the equivalent training of replacement personnel when contractor personnel who have received Government-funded training leave and are replaced.

4.5.6 Contractor employees shall adhere to procedures to be followed in the event of actual or simulated fires, weather advisories, natural disasters, bomb threats, terrorist activities, enemy attack, and other similar emergency type conditions posing a real or potential danger to people or property.

4.6 Contractor Point of Contact (POC)

The contractor shall identify one employee as the company local POC. This will be the individual that shall coordinate with the Government in matters of contract performance.

Written notification of the name, address, home telephone and mobile telephone of the POC and his or her alternate shall be provided to the Contracting Officer and COR the first day…