FA873214D0012RL01 PWS eff 03-16-19.docx

Performance Work Statement

HEADQUARTERS

AIR MOBILITY COMMAND SURGEON GENERAL MEDICAL INFORMATION TECHNOLOGY (IT) NETWORK & DESKTOP SUPPORT SERVICES

16 March 2019

FA8732-14-D-0012-RL01

Attachment 1

Table of Contents

Attachment 2 – Software Quality Assurance Report and Software/Firmware Change Request Change Request Guidelines 38

1. DESCRIPTION OF SERVICES

1.1. BACKGROUND. Medical systems supported by this Performance Work Statement (PWS) require knowledge and expertise that lay outside of the Base Communications Squadron (CS) support responsibility and capability. Per section 702 of the 2017 National Defense Authorization Act, the Defense Health Agency (DHA) will take over administrative and management control of the military medical treatment facilities. In preparation for this transition, the 375th Medical Group (375 MDG) will transition to the Defense Health Agency (DHA) Medical Community of Interest (MEDCOI). Due to the transition of the 375 MDG to MEDCOI, many of the tasks currently performed by the Base CS will now be the Medical Group’s responsibility. Due to the movement of the 375 MDG to the DHA MEDCOI, responsibilities usually handled by the base CS will be performed at the local medical facilities. These systems support the provision of medical care to Scott Air Force Base (SAFB), IL beneficiaries and facilitate global aeromedical evacuation (AE). In 2007, a gap in AE electronic health documentation was identified, and a fix was mandated by the Office of the Assistant Secretary of Defense for Health Affairs. Executing responsibilities as the lead command for global mobility and AE, the Headquarters Air Mobility Command Surgeon (HQ AMC/SG) developed the AE Electronic Health Record (AE EHR) program to fill this gap. This program requires staffing and technical expertise that exceeds HQ AMC/SG and base CS abilities to support.

1.2. SCOPE. Contractor shall provide on-site Medical IT Network and Desktop Support Services for HQ AMC/SG and the 375th Medical Group (375 MDG) at SAFB, IL, and support worldwide aeromedical evacuation support locations. Tasks identified in this PWS support the entire domain of HQ AMC/SG, 375 MDG, and AE EHR program requirements unless specifically noted otherwise.

1.2.1. Work will primarily occur at Building P40E (AMC/SG); Buildings 4020 and 4022 (PMI Warehouse); Buildings 6420, 422, 440, 856, 1529, 1530, 1535, and 1948 (375 MDG locations); and all 375 MDG Geographically Separated Units (GSUs), which includes the Belleville Clinic. Occasional temporary duty trips to AE support locations worldwide may be required.

1.2.2. 375 MDG serves 24,000 beneficiaries and employs 600 personnel utilizing 2,540 computers, monitors, printers, multi-function devices (MFDs), scanners, and other IT equipment assets as needed, as well as 1,260 Voice over IP (VOIP) telephones.

1.2.3. AMC/SG has approximately 95 computers and VOIP telephones, and supports over 100 IT systems, 5 multi-function devices, and 20 smartphones.

1.2.4. The AMC/SG-managed AE EHR system is comprised of approximately 850 fixed and portable IT devices across the AE system. During the life of this contract, a new Department of Defense (DoD) EHR is projected for deployment, requiring integration and/or synchronization with the HQ AMC/SG AE EHR.

1.3. SUPPORT SERVICES.

1.3.1. Program Management. Tasks include the following:

1.3.1.1. Contractor personnel shall maintain required certifications IAW DODI 8570.01

1.3.1.2. The contractor shall provide Unclassified (NIPR) and Secret (SIPR) Internet Protocol Router services and skilled support up to and including SECRET work. Contractor personnel shall comply with SECRET/Special Access Required (SAR), Privacy Act, and system requirements.

1.3.1.3. The contractor shall collect, use and disseminate records which contain information protected by the Privacy Act and Health Insurance Portability and Accountability Act (HIPAA). The contractor shall ensure that all work is performed in strict compliance with Privacy Act, HIPAA, and all related laws and regulations.

1.3.1.4. The contractor shall remain current and certified in DOD 8570.01-M qualifications.

The contractor is responsible for training their certified Client Support Administrators/Functional System Administrators (CSA/FSA).

1.3.1.5. The contractor shall maintain a list of duty hours and after hours phone numbers for key personnel within the directorate for emergency purposes and will furnish the Contracting Officer Representative (COR) a copy.

1.3.1.6. The contractor shall provide administrative support to meet financial and program reporting needs.

1.3.1.7. The contractor shall comply with the appropriate DOD, Services, United States Transportation Command (USTRANSCOM), and AMC architectures, programs, policies, standards and guidelines (e.g., Strategic Technical Guidance [STG], Net-Centric Enterprise Services [NCES], Defense and Information Systems Network [DISN]).

1.3.1.8. The contractor shall prepare, submit, and maintain the following policy, planning, and technical documents:

1.3.2. Information Assurance/Information Protection (IA/IP). Tasks include the following:

1.3.2.1. The contractor shall provide IA/IP to ensure the availability, integrity, authentication, confidentiality and non-repudiation of information and information systems, and provide for restoration through incorporation of protection, detection, and reaction capabilities. Information systems security requirements are defined by regulation and policy in the most current versions of Air Force Policy Directive (AFPD) 33-1, Cyberspace Support; AFPD 33-2, Information Assurance (IA) Program; AFPD 33-3, Information Management; AFPD 33-4, Information Technology Governance; Air Force Instruction (AFI) 33-200, Air Force Cybersecurity Program Management; and AFI 33-115, Air Force Information Technology (IT) Service Management.

1.3.2.2. The contractor shall ensure compliance with all computer and information security guidelines, including those defined by the Privacy Act, HIPAA, The Joint Commission, and applicable DoD and AF guidance. The contractor shall maintain a log to ensure all users are in compliance with IA requirements according to AFPD 33-2 and AFI 33-200.

1.3.2.3. The contractor shall ensure all desktop hardware and software meets information systems security requirements as defined by the current regulations and policies in AFPD 33-2 and AFI 33-200.

1.3.2.4. The contractor shall protect system information and resources according to established security policies and procedures, maintain accounts with Enterprise Systems Management (ESM), Systems Management Server (SMS), or other Government-specified tracking system, and ensure desktop systems are updated with the latest software and security patches to minimize security vulnerabilities.

1.3.2.5. The contractor shall prepare certification and accreditation (C&A) packages to confirm that information systems added to the network comply with the DoD system security policy and are properly certified and accredited.

1.3.2.6. The contractor shall implement procedural countermeasures and Government-issued technical advisories including Notices to Airmen (NOTAM), Time Compliance Network Order (TCNO), Field Engineering Notices (FEN), System Advisory Notices, Heads Up Messages (HUM), Air Force Computer Emergency Response Team (AFCERT) notices, Time Compliance Technical Order (TCTO), Information Condition Changes (INFOCON), service packs and security patches according to AFCERT or Automated System Security Incident Support Team (ASSIST) guidance within the timeframe specified by the technical advisory.

1.3.2.7. The contractor shall report completion of system notices to the Government COR and IAWAFPD 33-2, Information Assurance (IA) Program, and AFI 33-200, Information Assurance (IA) Management.

1.3.2.8. The contractor shall limit access to privileged program files, utilities, and security relevant programs/data files to authorized personnel as designated by the organizational security manager.

1.3.2.9. The contractor shall act as alternate Point of Contact (POC) for information security inspections and staff assistance visits, with a government POC as the primary POC.

1.3.2.10. The contractor shall comply with Government network security practices. Examples of such security practices are: Network infrastructure, IA/IP, hardware and computing language expertise.

1.3.2.11. The contractor shall analyze network characteristics (e.g., traffic, connect time, transmission speeds, packet sizes, and throughput) and recommend procurement, removals and modifications to network components; design and optimize network topologies and site configurations; plan installations, transition and cut-overs of network components and capabilities; and coordinate requirements with users and suppliers.

1.3.2.12. Contractor shall track compliance with all network security directives, which are included in Appendix 2.

1.3.2.13. The contractor shall review monthly network vulnerability scan results of the organizational assets provided by the Government to identify and remedy all identified threats and vulnerabilities. If a situation arises where suspense cannot be met, a work ticket shall be opened with the base Network Control Center (NCC), AMC Network Operations and Support Center (NOSC), or the appropriate agency. All open tickets shall be tracked to ensure a final resolution has been accomplished that meets AF requirements.

1.3.2.14. The contractor shall leverage the tools and ISO 9001 processes developed to automate and expedite the resolution of all network vulnerabilities identified by the scans.

1.3.2.15. The contractor shall report network intrusions, viruses, malicious logic, network attacks, and scheduled outages. The contractor shall activate and troubleshoot the Wide Area Network (WAN).

1.3.2.16. The contractor shall track and resolve all detected malicious logic incidents, possible intrusions and unsafe security practices.

1.3.2.17. The contractor shall ensure a secure IT infrastructure, provide Time Compliance Network Order (TCNO) compliance, assess and resolve vulnerabilities, detect intrusions, prevent malicious logic, educate users, and ensure compliance with DoDI 8500.2 and associated AF instructions.

1.3.2.18. The contractor shall develop and utilize a process to properly sanitize systems according to DoD guidelines before disposal through Government approved excess equipment channels.

1.3.2.19. The contractor shall ensure workstations and servers create and retain audit logs. Logs shall be reviewed and anomalies shall be identified, properly investigated, and corrected.

1.3.2.20. The contractor shall maintain a secure computing environment. The contractor shall ensure that any new software introduced into the system is properly scrutinized for security risks and approved by the COR prior to use.

1.3.2.21. The contractor shall open, track, and resolve work tickets with NCC, NOSC help desk and/or Enterprise Service Desk (ESD).

1.3.2.22. The contractor shall work with the NOSC to resolve vulnerabilities and AF advisories.

1.3.2.23. The contractor shall ensure compliance and tracking of all AF advisory alerts.

1.3.2.24. The contractor shall provide in-depth planning and implementation of security software, hardware, and security measures. Proposed plans and implementation strategies will be submitted to the COR. If approved by the COR, the contractor shall begin implementation and completion in the timeframe agreed to by the contractor and COR.

1.3.2.25. The contractor shall work jointly with base agencies to identify/resolve security breaches.

1.3.2.26. The contractor shall perform/update System Security Authorization Agreement (SSAA) when required or as instructed by the COR.

1.3.2.27. The contractor shall interface with AF and DoD communications agencies regarding detection, identification and remediation of all network intrusions.

1.3.2.28. The contractor shall track compliance with all network security directives.

1.3.2.29. The contractor shall make use of all available tools, such as System Management Services, Group Policy Objects, login scripts, Symantec Audio Visual (AV) console, and specialized scripts to ensure currency with applicable security policies.

1.3.2.30. The contractor shall gather system specific patches from the Defense Information Systems Agency (DISA), AF, and AMC repositories, so they can be readily applied.

1.3.2.31. The contractor shall coordinate with the 375th Wing IA Office for resolution of complex anomalies and incidents.

1.3.2.32. The contractor shall maintain and update Certification and Accreditation (C&A) packages. The contractor shall maintain system accreditation packages IAW AFI 33-201V1. At a minimum, the contractor shall review and validate the C&A packages annually annotating required changes. As changes in the security posture of the IT infrastructure occur or new hardware and software are introduced, the contractor shall notify 375 Wing IA of the C&A package for Designated Approving Authority (DAA) re-signature.

1.3.2.33. The contractor shall periodically validate the software resident on all organizational IT systems and obtain DAA approval for software not currently listed in the approved C&A package. To maintain a secure computing environment, it is imperative any new software introduced into the system is properly scrutinized for security risks and approved prior to use by appropriate approval authority. This process eliminates unnecessary risks and assures continual compliance in an ever changing environment.

1.3.2.34. The contractor shall ensure availability of remote and local network access (NIPRNET and SIPRNET). The contractor shall act as the primary POC or liaison with the NCC, M/ACCC, NOSC, ICITS-W, and all SAFB, AF and DoD communications agencies to coordinate, plan, and implement all network related connectivity issues.

1.3.2.35. The contractor shall advise groups requiring technical assistance in the resolution and planning stages for all communication and network related issues. The contractor shall work closely with all related parties keeping them informed and up to date of any technological issues relating to planned or on-going projects.

1.3.2.36. The contractor shall implement policies and procedures approved by the COR to respond to an actual or potential event (i.e., emergency or other occurrence such as fire, vandalism, system failure, and natural disaster) that threatens the integrity of medical information systems. The contractor shall maintain and update the Continuity of Operations Plan as requirements change, and as dictated by the COR.

1.3.2.37. MDG only: The contractor shall perform Information Services Response tasks. Examples of tasks are: completing work requests such as hardware and software malfunctions, information assurance, and network problems.

1.3.2.38. MDG only: The contractor shall perform Medical Information Security Readiness tasks. Examples of tasks are: assist in establishing and implementing (as needed) policies and procedures for responding to an emergency or other occurrence (for example, fire, vandalism, system failure, and natural disaster) that damages information systems.

1.3.2.39. MDG only: The contractor shall perform HIPAA Security tasks. Examples of tasks are: ensuring all personnel, both government and contractors, are HIPAA trained and HIPAA policies and procedures are being followed.

1.3.2.40. MDG only. Effective 16 September 2018, Information Systems Security Manager tasks 1.3.2.41 through 1.3.2.46 are required, which include the following:

1.3.3. Asset Management. Tasks include the following:

1.3.3.1. The contractor shall provide asset management IAW (IAW) AFMAN 33-153, Information Technology Asset Management (ITAM). Concerning property control of IT hardware asset management, the contractor shall provide inventory/configuration control of hardware and software, and document maintenance/warranty coverage for all Government Furnished Equipment (GFE).

1.3.3.2. The contractor shall perform organization equipment custodian duties. The contractor shall maintain equipment account documentation. The contractor shall conduct physical inventories of all accountable items at least annually IAW procedures as directed by the Base Equipment Custodian Office (ECO).

1.3.3.3. The contractor shall maintain a log of the most current inventory in the ECO folder. The contractor shall review past inventory records before disposing of old inventory data and ensure source documents are retained to support current inventory records (e.g., Reports of Survey, hand receipts, etc.).

1.3.3.4. The contractor shall ensure IT assets are accounted for in appropriate systems of record and have Patient Movement Item Tracking System (PMITS)-generated standard product (bar code) labels affixed when requested by the COR.

1.3.3.5. The contractor shall obtain approval from the ECO, IAW AFMAN 33-153, and shall coordinate all IT asset transfers between accounts with the applicable ECO.

1.3.3.6. The contractor shall report all Found On Base (FOB) IT assets to the applicable ECO and accept accountability or distribute equipment as directed by that ECO, IAW AFMAN 33- 153.

1.3.3.7. The contractor shall sign for new equipment received through the ECO.

1.3.3.8. The contractor shall take removal guidance from the base ECO on all shipments, transfers, donations, or turn-ins of excess IT assets according to AFMAN 33-153.

1.3.3.9. The contractor shall provide required equipment transfer letters to the base ECO to clear the account of equipment that was shipped out, transferred, disposed of, or donated IAW AFMAN 33-153.

1.3.3.10. The contractor shall out-process through the base ECO IAW AFMAN 33-153.

1.3.3.11. The contractor shall conduct a joint physical inventory with the outgoing and incoming contractor, to include a government representative. Missing items will be reconciled IAW AFMAN 33-153.

1.3.3.12. The contractor shall initiate the Report of Survey (ROS) process according to AFMAN 23-220 for any lost, damaged, or destroyed IT assets.

1.3.3.13. The contractor shall notify the applicable base ECO of excess IT assets immediately via phone and/or email.

1.3.3.14. The contractor shall provide the base ECO a serialized, numbered list of any deployed IT assets.

1.3.3.15. The contractor shall receive and secure all IT assets, if not received by the ECO, until accountability is established.

1.3.3.16. The contractor shall coordinate with the Information Systems Security Officer (ISSO) to ensure the ISSO sanitizes hard drives according to the procedures outlined in Air Force System Security Instruction (AFSSI) 5020.

1.3.3.17. The contractor shall maintain proper care of equipment incidental to place of performance. Except for those items specifically stated as incidental or GFE, the contractor shall furnish everything needed to perform this contract.

1.3.3.18. The contractor shall provide Automated Data Processing Equipment (ADPE) classified and unclassified hard drive preparation and destruction.

1.3.3.19. The contractor shall make equipment network ready with the Standard Desktop Configuration (SDC) and all applicable software packages required for customer support as requested by the COR.

1.3.4. Medical IT Systems Support.

1.3.4.1. Communications Engineering. Tasks include the following:

1.3.4.1.1. The contractor shall provide network management and technical expertise in the area of communications engineering with an emphasis on distribution systems for highly complex and critical communications projects.

1.3.4.1.2. The contractor shall provide communications engineering services to provide optimal technical solution early in the planning and design phases, ensure essential mission requirements are met and potential risks are identified and mitigated.

1.3.4.1.3. The contractor shall specify, design, implement, test, integrate, and support requirements for Air Force IT infrastructure to meet mission requirements and regulatory constraints. The contractor shall provide a communications action plan and document IT infrastructure in technical writing and reports.

1.3.4.1.4. The contractor shall provide engineering support and technical solutions in the area of communications engineering services. Examples of such services are: Designing, implementing, troubleshooting, testing, and integrating.

1.3.4.1.5. The contractor shall review designs for engineering accuracy, technical adequacy, and compliance with applicable standards. Skills shall be demonstrated in the technical documentation writings and reports.

1.3.4.1.6. The contractor shall provide engineering solutions for accuracy, completeness, scope and compliance with applicable standards for approval by the COR.

1.3.4.1.7. The contractor shall meet with project managers and users to solicit project requirements. The contractor shall also provide optimum technical solutions for implementation. The contractor shall document changes in project requirements approved by the COR.

1.3.4.1.8. The contractor shall provide communication installation and maintenance management support for medical IT networks. This support includes installation and maintenance of network hardware, software and peripheral equipment in support of the medical IT infrastructure.

1.3.4.1.9. The contractor shall provide technical and management support for future efforts to transition to new technologies and platforms, as requested by the COR. For example, integrating technologies and complying with guidance from the Theater Medical Information Program – Joint, Theater Medical Information Program – Air Force, HQ AMC/A6 and higher headquarters.

1.3.4.2. Agile Software Integration and Life Cycle Management. Tasks include the following:

1.3.4.2.1. The contractor shall perform full life cycle management including requirements, design, and documentation, coding, and testing of new or existing software. The contractor shall define and recommend system enhancements and solutions, review schedules and make recommendations to the COR, and design and recommend Commercial Off-the-Shelf (COTS) or custom solutions to satisfy user requirements.

1.3.4.2.2. The contractor shall evaluate COTS and other solutions to support applications, automated information technology, and other special equipment requirements. The contractor shall actively evaluate features and functionalities of COTS and other solutions for opportunities to correct inefficiencies and errors. The contractor shall recommend solutions to the COR in writing. This includes established efforts to migrate current software to updated platforms chosen by the COR. The contractor shall assist the Government by testing Government chosen products and make recommendations to the COR. The contractor shall complete the New IT Specification Document for all new, COR-approved IT equipment. (CDRL A395).

1.3.4.2.3. The contractor shall integrate current and new/upgraded IT systems and applications while not adversely affecting operations. Any change made to the proposed initial software must be documented with a Software/Firmware Change Request (CDRL A362). The contractor shall provide a list of Test Procedures/Cases validating that the software has no “hostile snooping code.” (CDRL A106).

1.3.4.2.4. The contractor shall ensure and demonstrate that the software is integrated into the intended system configuration. The contractor shall provide an Interface Requirements Specification (CDRL A268), Interface Design Description (CDRL A270), and Software Design Description (CDRL A269) with initial software design.

1.3.4.2.5. The contractor shall provide software application training for Government and contractor key technical personnel, functional help desk personnel, trainers, testers, and others as designated by the COR for each release.

1.3.4.2.6. The contractor shall support the customer by providing recommendations, installation and maintenance of remote devices, supporting communication requirements to include WLAN, Video, Voice Over Internet Protocol (VOIP) broadcasting capabilities, and peripheral equipment in a continually changing communications environment.

1.3.4.2.7. The contractor shall provide network engineering and infrastructure recommendations to the COR for approval.

1.3.4.2.8. The contractor shall acquire architectural data at no cost to the Government through documentation searches and contacts with Government and industry subject matter experts. The contractor will translate this info into working architecture models that become property of the Government to use for critical design, budgeting, and decision-making purposes.

1.3.4.3. Local Area Network (LAN). Tasks include the following:

1.3.4.3.1. The contractor shall configure internal switches.

1.3.4.3.2. The contractor shall manage and configure servers.

1.3.4.3.3. The contractor shall monitor network performance and report performance of network uptime, network latency, and other data IAW instruction provided by the COR.

1.3.4.3.4. The contractor shall maintain LAN security.

1.3.4.3.5. The contractor shall maintain the network tape backup, functional and file servers and network monitoring equipment.

1.3.4.3.6. The contractor shall perform network diagnostics and respond to results, such as network latency issues.

1.3.4.3.7. The contractor shall maintain connectivity to the NIPRNET and SIPRNET.

1.3.4.3.8. The contractor shall maintain LAN software to include medical-unique applications and future applications/software.

1.3.4.3.9. The contractor shall identify equipment in need of replacement and provide technical solutions. The contractor shall research solutions that are compatible with and meet all AF network interconnectivity standards.

1.3.4.3.10. The contractor shall manage/troubleshoot connectivity issues with the NOSC, NCC, all Scott AFB communications agencies, AF and DoD Agencies.

1.3.4.3.11. The contractor shall communicate directly with AF and DoD communications agencies on all communications and network issues. The contractor acts as a Subject Matter Expert (SME) working under instruction provided by the COR. The contractor shall be a main POC for the base Communications Squadron for the detection, identification and remediation of all network intrusions.

1.3.4.3.12. The contractor shall serve as technical advisor on working groups involving any communications/information technology issues.

1.3.4.3.13. The contractor shall act as primary liaison with other base communications agencies, DoD, AF, and civilian agencies on all network-related issues.

1.3.4.3.14. The contractor shall provide LAN management and infrastructure support IAW AFI 33-115 Vol. 1 and Vol. 2 and the Combat Information Transport System (CITS) Network Operations/Information Assurance (NO/IA) framework.

1.3.4.3.15. The contractor shall utilize multiple network monitoring tools. The contractor shall ensure the integrity of LAN security and monitoring remote access. The contractor shall periodically review all network related equipment for possible problems and determine if the current equipment meets current operating requirements. If any equipment is determined to be substandard, a technical solution shall be developed in conjunction with the 375 MDG on the best course of action for either replacement or upgrade. Contractor does not make the decision though, will only recommend.

1.3.4.3.16. The contractor shall perform system administration, operation, and maintenance. The contractor shall install, operate, and maintain various server operating systems (i.e., Windows 2008, 2008R2, VMWare hosts, etc.). The contractor shall support hardware platforms, for example, SUN, Dell, Compaq, Gateway, HP, and Micron in both server and workstation models including various RAID configurations.

1.3.4.3.17. The contractor shall provide backup and recovery operations for all centrally managed servers and critical data, utilizing criteria, equipment, and off-site facilities provided by the Government. The contractor shall implement a complete backup solution to ensure continuity of operations in the event of catastrophic server failure or loss of building facilities.

All backup media shall be stored in Government approved containers to ensure they are available during a contingency. All media shall be stored according to DoD, AF, and HIPAA regulations. Backup event logs shall be monitored daily to ensure successful completion which shall allow troubleshooting of backup failures and reconfiguration of hardware or software as required. All software currently in use shall be maintained on-site in an approved fire-proof container; this shall include any medical-specific applications requiring local installation.

1.3.4.4. Aeromedical Evacuation Electronic Health Record (AE EHR). Tasks include the following:

1.3.4.4.1. The contractor shall support and attend meetings and conferences necessary for the development of the AE EHR interface and in support of HQ AMC/SG IM/IT program integration.

1.3.4.4.2. The contractor shall provide a written contract Status Report. (CDRL A062).

1.3.4.4.3. The contractor shall analyze and assess equipment reliability, capability and performance, prepare analysis to support recommendation of hardware, software, and/or other technical changes, to include technical refreshment to meet operational requirements.

1.3.4.4.4. The contractor shall host a monthly meeting with the COR at an agreed upon location in the local SAFB area to review and update the contractor’s Technical & Management Work Plan (CDRL A198).

1.3.4.4.5. The contractor shall provide AE EHR operational support to include fielding, technical expertise, maintenance, and sustainment. The contractor shall provide AE EHR/Medical IT support for hardware, software, and technical writing, to ensure mission readiness. The contractor shall provide initial responses to the COR for technical support in a timely manner.

1.3.4.4.6. The contractor shall provide technical input and coordination of logistical support for AE EHR at existing and proposed fielding sites. Fielding support includes in-person meetings with Government representatives regarding hardware and software upgrades, as well as creating installation and user guides for approval by the COR prior to distribution. Sites to be supported include all active duty, Guard, and Reserve bases with Aeromedical Evacuation Squadrons, patient staging activities, and Critical Care Air Transport Teams. The contractor shall provide an Integrated Logistics Support Plan (ILSP) detailing necessary logistic activities assigning responsibilities for those activities and establish a schedule for completion (CDRL A009).

1.3.4.4.7. The contractor shall provide planning, analysis, troubleshooting, integration, installation, operations, maintenance, training, documentation, and administration services for existing and future EHR and integrated medical IT systems. The contractor shall maintain the centralized hardware tracking system that supports hardware problem resolution and distributes general information concerning security updates and group policies. The technical assistance service information may be reviewed by Government personnel periodically for quality assurance.

1.3.4.4.8. The contractor shall provide support for hardware, software, and technical writing, to ensure AE EHR mission readiness. The contractor will configure, integrate, distribute, and troubleshoot various personal computer (PC)-based microcomputers, printers, and associated software applications which may include COTS and locally-developed utilities and application software.

1.3.4.4.9. The contractor shall analyze new applications, perform software maintenance, and make appropriate enhancements approved by COR to existing systems as well as assist customers in identifying their requirements and/or problems.

1.3.4.4.10. The contractor shall provide research on new IT equipment specifications for upgrade efforts.

1.3.4.4.11. The contractor shall perform configuration management of software and hardware.

1.3.4.4.12. The contractor shall receive, coordinate, resolve, and track job requests, from receipt through completion, using existing Government applications to ensure that all customer requests are managed IAW established parameters and keep the COR apprised of significant changes in workload status via the monthly meeting.

1.3.4.4.13. The contractor shall manage workstation configuration and integration tasks required to connect workstations to the Local and Wide Area Network (LAN)/WAN environment and ensure that these workstations can access LAN resources including: print queues, CD ROM resources, E-Mail, group calendaring information, medical EHR system hosts, Internet-based resources and other resources. Contractor shall maintain scripts and reference procedures.

1.3.4.4.14. The contractor shall coordinate with COR to address interoperability and connectivity issues for the network, which may include recommendations and/or requirement for reconfiguration and relocation of LAN/WAN equipment in order to meet operational requirements.

1.3.4.4.15. The contractor shall provide user training in desktop publishing, end-user security awareness, telecommunications, operating systems, software packages, and Air Force Standard Desktop Configuration (SDC).

1.3.4.4.16. The contractor shall provide hardware/software technical assistance. This includes assisting with in-depth troubleshooting and fault isolation, providing technical expertise on the applications and systems, and software repair and maintenance.

1.3.4.4.17. The contractor shall provide continuous integration engineering support when requested by the COR.

1.3.4.4.18. The contractor shall coordinate all medical IT capability degradations, outages, and resolutions with appropriate agencies or activities.

1.3.4.4.19. The contractor shall provide assistance to resolve hardware/software integration problems.

1.3.4.4.20. The contractor shall conduct continuous process improvement using customer feedback, analysis, and audits.

1.3.4.4.21. The contractor shall provide system support (Level 1 and Level 2) via telephone and in-person training as required. Each level reflects the commonly accepted industry level of support for help desk services and has been tailored to address the anticipated IM/IT support requirements effectively and efficiently.

1.3.4.4.21.1. Level 1 support includes the following:

1.3.4.4.21.1.1. The contractor shall provide routine troubleshooting and maintenance of AE EHR/Medical IT hardware including servers, clients, printers, network hardware, etc.

1.3.4.4.21.1.2. The contractor shall provide routine troubleshooting of AE EHR/Medical IT software, TCP/IP configuration, operating systems errors, etc.

1.3.4.4.21.1.3. The contractor shall verify server and client configurations and interfaces with local Information Assurance (IA) and networking entities for network connectivity.

1.3.4.4.21.2. Level 2 support includes the following:

1.3.4.4.21.2.1. The contractor shall provide guidance and policy on the AE EHR/Medical IT system supportability.

1.3.4.4.21.2.2. The contractor shall prepare the appropriate documentation for damaged or broken AE EHR/Medical IT systems for repair.

1.3.4.4.21.2.3. The contractor shall re-image AE EHR/Medical IT systems into server and client computers IAW DoD standards and agency guidelines to include all post-installation tasks.

1.3.4.4.21.2.4. The contractor shall provide and install Service Packs and updates IAW IA policies.

1.3.4.4.21.2.5. The contractor shall provide system administration for AE EHR/Medical IT software.

1.3.4.4.21.2.6. The contractor shall escalate support requests to the AE EHR/Medical IT Program Office.

1.3.4.4.21.2.7. The contractor shall perform Pre-Deployment and new equipment training.

1.3.4.5. Web-Based Services. The contractor shall provide web-based services. Examples of such services are: COTS and locally-developed SharePoint sites and Enterprise Information Management (EIM) applications. Serve as a senior technical resource at client location and guide the customer on important technological decisions and ensure smooth and top-quality delivery of projects.

1.3.4.5.1. The contractor shall provide management of SharePoint projects; including scope definition task assignments and schedules.

1.3.4.5.2. The contractor shall assist with technical oversight of production support in Air Force network hosted environment and Commercial Cloud.

1.3.4.5.3. The contractor shall collaborate with the Customer and contribute to the design, development and monitoring of SharePoint solutions.

1.3.4.5.4. The contractor shall contribute to process improvement initiatives that support the customer objectives.

1.3.4.5.5. The contractor shall oversee and assist with the creation and maintenance of documentation, including standards, methodologies, associated templates and technical documentation.

1.3.4.5.6. The contractor shall train, coach, and mentor Medical Group EIM/SharePoint content manager team members on EIM/SharePoint processes.

1.3.4.5.7. The contractor shall provide software development, web development, web design, OOB work flow in SharePoint 2013 and higher.

1.3.4.5.8. The contractor shall provide web front end development; JQuery, JavaScript, HTML, CSS, XML, XSL.

1.3.4.5.9. The contractor shall be able to perform assigned duties in SharePoint Server 2010, 2013 and 2016.

1.3.4.5.10. The contractor shall develop custom workflow and forms development in SharePoint.

1.3.4.5.11. The contractor shall develop web forms and master page changes.

1.3.4.5.12. The contractor shall communicate intricate job-related processes to customers

1.3.4.5.12.1. The contractor shall perform full life cycle management including requirements, design, and documentation, coding, and testing of new or existing software. The contractor shall define and recommend system enhancements and solutions, review schedules and make recommendations to the COR, and design and recommend COTS or custom solutions to satisfy user requirements.

1.3.4.5.12.2. The contractor shall provide web-based tools that integrate internet, intranet, content management, and document management.

1.3.4.5.12.3. The contractor shall plan, operate, maintain, administer, and optimize multiple web- based service environments. The contractor shall maintain, administer, install, and configure enterprise servers and farms.

1.3.4.5.12.4. The contractor shall perform disaster recovery through backup and restoration and support analyses of various replication tools. The contractor shall plan, operate, maintain, administer, and optimize the replication tools and replication plans between geographically diverse user locations with occasional or limited network connectivity.

1.3.4.5.12.5. The contractor shall provide support to COTS and locally-developed applications, troubleshooting custom deployments, applications, and server performance issues.

1.3.4.5.12.6. The contractor shall support enterprise infrastructure with deployment, maintenance, health, and performance monitoring. The contractor shall implement best practices, communicate best use scenarios and recommendations, and plan for future installations based on the evolution of web-based service software and related products.

1.3.4.5.12.7. The contractor shall manage end user account permissions and access rights IAW AFPD 33-2, Information Assurance (IA) Program, and AFI 33-200, Information Assurance (IA) Management.

1.3.4.5.12.8. The contractor shall develop, configure and maintain document libraries, enterprise lists, and site collections as needed.

1.3.4.5.12.9. The contractor shall develop and distribute training material on efficient and effective tool/application use, and provide training to users with varying levels of skill.

1.3.4.5.12.10. The contractor shall resolve user issues with web-based services. Provide common end-user support, including setting up document libraries, setting up columns, and setup of library templates, permissions, web part configuration, and workflows.

1.3.4.5.12.11. The contractor shall perform maintenance and disposition of data stored in web- based services to ensure data quality and integrity.

1.3.4.5.12.12. The contractor shall ensure security administration through monitoring and administering Database Management System (DBMS) security constraints, such as removing users, administering quotas, auditing, and checking for security problems.

1.3.4.5.12.13. The contractor shall analyze data stored in databases and make recommendations to the COR relating to performance, efficiency, and protection of data.

1.3.4.5.12.14. OPTIONAL TASK. Application and Software Development: The contractor shall develop applications and software for clients, collaborate with a cross section of stakeholders to understand user requirements for flexibility, and adapt tool configuration locally as changes in priority or business need dictate. Participate in and recommend best practices for the implementation of applications and software, apply standards and templates IAW DoD and specific client direction, and work with other administrators both government and contractors. Support web design architecture, administration, development, project management, and business analysis and develop multiple application and software platforms. Perform administration functions, including deploying code solutions, server optimization, server management, term store maintenance, taxonomy, content deployment, web and service applications, content management, and basic site administration. Meet with end-users and stakeholders to gather requirements and create functional and technical documents, user acceptance test scripts, and project implementations in the Software Center Operator Manual (SCOM) (CDRL A278). Provide customization with common languages, including HTML, CSS, JavaScript, XML, XSLT, jQuery, and SharePoint search, use SharePoint Designer and customize master pages, page layouts, web parts, and create simple to complex lists, views, and library configurations.

1.3.5. Telecommunications Systems Support. The contractor shall support and maintain telecommunications systems to support HQ AMC/SG, 375 MDG and the AE EHR program.

1.3.5.1. Telephones and Cellular Devices. Tasks include the following:

1.3.5.1.1. The contractor shall manage the cellular phone program including service activation/deactivation, inventory management and monitoring of usage IAW governing regulation, directives and policy.

1.3.5.1.2. The contractor shall provide support for email on cellular smartphones.

1.3.5.1.3. The contractor shall provide maintenance and technical support for Voice over Secure Internet Protocol (VoSIP) phone sets, systems and service.

1.3.5.2. Automated Call Distribution (ACD) System. ACD System tasks are in support of 375 MDG only.

1.3.5.2.1. The contractor shall maintain and install Avaya, Nortel, Cisco, and T-Metrics Automated Call Distribution servers and provide all aspects of ACD administration. The contractor shall utilize all operating system commands, utilities, and all system specific tools.

1.3.5.2.2. The contractor shall install and deploy the ACD system, ensuring proper configuration. The contractor shall assist with any ACD installation projects from start to finish, including installing and configuring telephone soft clients on PCs. The contractor shall assist in establishing call trees, recording voiceovers, installing the client on workstations, and providing user training. The contractor shall help design and implement call trees throughout all clinics, customized for each clinic’s needs.

1.3.5.2.3. The contractor shall act as back-up system administrator for the centralized network- based ACD server.

1.3.5.2.4. The contractor shall assist in monitoring daily system performance measurements, all system logs, and daily transaction logs utilizing the web administration interface to ensure the system is operating as efficiently as possible and all data transfers are processed on schedule, performing all required maintenance tasks.

1.3.5.2.5. The contractor shall ensure the ACD server is always maintained with current patches and software upgrades.

1.3.5.2.6. The contractor shall ensure all required users have the most current client software installed, have adequate user licenses available, and sufficient application specific training to deploy the user’s workstation, so that users can perform any task required of their duty position using the ACD client application.

1.3.5.3. Video Teleconferencing. Tasks include the following:

1.3.5.3.1. The contractor shall provide video teleconference support following DISN Video Services (DVS) protocol using DVS facilitator guidelines from the DISA DVS course.

1.3.5.3.2. The contractor shall prepare and facilitate secure and unsecure video teleconferences utilizing Government owned and provided equipment.

1.3.5.3.3. The contractor shall support conference requirements, to include coordinating conference schedules among all attendees and establishing the method of delivery for conferences.

1.3.5.3.4. The contractor shall ensure video teleconferencing equipment is available and ready prior to teleconference start times.

1.3.5.3.5. The contractor shall troubleshoot system hardware and software problems. If problems exist with a warranty item, the contractor is responsible for contacting the vendor to resolve the problem. If a warranty does not exist, the contractor will contact the COR for resolution.

1.3.6. Operational Support. Tasks include the following:

1.3.6.1. Service Desk. Contractor shall provide service desk support. Examples of such services are: Maintaining workstations with current software; configuring, applying, and troubleshooting software upgrades; performing diagnostics and recovery procedures; managing software licenses; providing support, troubleshooting and training for hardware and software applications; replacing obsolete equipment; reformatting/reimaging systems; installing hardware and software upgrades; providing diagnostic services and system recovery; sanitizing and preparing for shipment or disposal of obsolete equipment/systems; answering incoming calls; logging, updating and closing trouble tickets in a tracking system provided by the COR; configuring workstations; maintaining access control lists; and performing user account maintenance. Examples of such services are: User additions, deletions, and modifications. Task 1.3.6.1

1.3.6.1.1. The contractor shall provide service or “help” desk support. Service desk support shall be available during regular business hours to support HQ AMC/SG staff and 375 MDG. AE EHR program support must be available 24/7.

1.3.6.1.2. The contractor shall resolve customers’ administrative and technical problems according to their administrative rights via voice, written, or remote control activities.

1.3.6.1.3. The contractor shall document Service Desk trouble calls as trouble tickets. Trouble calls may be received via various user contact mediums such as telephone calls, e-mail or web- based interfaces

1.3.6.1.4. The contractor shall collect information for service requests through the Help Desk support management tool (i.e., Remedy) and via telephone or e-mail as appropriate

1.3.6.1.5. The contractor shall respond to all problem calls and resolve issues internally based on priorities established by the COR. All issues that require external support will be dispatched by the contractor with the approval of the COR to the appropriate source which may include warranty service providers and external software vendors

1.3.6.1.6. The contractor shall track all open support tickets to resolution

1.3.6.1.7. The contractor shall maintain information on methods used by the contractor or outside source to resolve previous incidents or create a record for future reference if the incident has not been…