Current_PWS_FAS.pdf

FAS PWS

NETCENTS-2 SOLUTIONS

Application Services – Small Business Companion

Systems Sustainment Performance Work Statement (PWS)

27 August 2018

Name: Corlis Allen, Field Assistance Service (FAS) Program Manager

Organization: AFLCMC/HICB

Address: 416 East Moore Drive Bldg. 889 Maxwell AFB Gunter Annex Montgomery AL, 36114

EXECUTIVE SUMMARY

The Air Force Life Cycle Management Center (AFLCMC) Enterprise Services Division (HIC) Field Assistance Service (FAS) provides 24/7/365 Tier 1 help desk support for Air Force (AF) and Department of Defense (DoD) developed, acquired, and maintained Combat Support Information Systems.

Field Assistance Service (FAS) PWS

1 PURPOSE

The AF requires help desk support for enterprise combat support applications used worldwide.

This mission requires 24/7/365 support in dynamic environment. The FAS must deliver rapid, effective and efficient solutions. Successful support of the warfighters’ mission depends upon the contractor’s knowledge of supported systems and ability to ensure continuity of operations.

2 SCOPE

The origins of FAS lie with the conversion of the Base Supply System and the stand-up of the Standard Base Supply System (SBSS) Control Center in 1969 at Boling AFB. With the SBSS Control Center as a guide, Langley Field created the Field Assistance Branch (FAB) to support their users. In 1971, the SBSS Control Center and the Field Assistance Branch moved to Gunter Air Force Base (now Maxwell Gunter Annex). In 1983 the AF merged the two organizations but retaining the FAB designation. In late 2004, the FAB became the Combat Support Systems Help Desk (CSSHD), changing again in 2007 to the current designation FAS.

The FAS provides consolidated help desk support to approximately 100 Combat Support Information Systems (CSIS) and communication computer systems. FAS serves as the primary point of contact on a 24 hour a day, 7 day a week, 365 day a year support to over 450 DoD CONUS and OCONUS sites. FAS requires around the clock professional response to user trouble calls to prevent or mitigate adverse impacts on user missions and degraded system support to those users. During an emergency situation, the FAS may operate with reduced contractor personnel. Contractor personnel must be present for operations to continue for the first 24 hours of a declared emergency. After 24 hours, the contractor shall continue to maintain the required level of service as dictated by the circumstances which may require the contractor to selectively recall personnel. All designated contractor personnel must be prepared to remain at their duty location or a designated alternate duty location for 24 hours or longer, depending on the emergency situation or weather conditions. FAS contractor support responds to trouble reports and calls by providing first level technical support on application software problems, hardware and operating system software problems, network and connectivity problems, and systems documentation problems. The Government Contracting Officer’s Representative (CORs) or alternate CORs will provide Contractor Task Lead or contractor-designated team leads with informational real-time operations guidance in accordance with this PWS as provided by system Program Management Offices (PMOs).

Figure 1 – Customer Support Team Organization

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

3.1 Dependencies

3.1.1 The Contractor shall use Government provided incident management systems. This facilitates coordination among Tier I, Tier II and Tier III and provides an enterprise view of support to the organization. Tier II and Tier III Help Desks may be supported by multiple contractor, military, or civil service teams at multiple locations and various agencies. The Government will provide initial training and training materials.

3.1.2 The Contractor shall use a Government provided Automated Call Distribution (ACD) system to facilitate call handling and monitoring.

3.2 System Details

3.2.1 Please refer to Attachment 1 of this PWS and the Bidders’ Library for detailed system information and statistics for FAS supported systems. Criticality of systems based on system description, as well as workload percentage must be considered when determining experience needed to meet this requirement.

3.3 Help Desk Support

3.3.1 The Contractor shall provide continuous Help Desk Tier 1 support 7-days a week, 365-days a year. The Contractor shall provide Tier 1 technical and functional support to customers for FAS supported systems (see Attachment 1 of this PWS and Bidders’ Library) by staffing the help desk with personnel qualified to respond to the field user’s system specific trouble requests.

The contractor will support classified systems in a separate open storage secret area. To maintain continuous operation and security in the open storage secret area, the contractor shall staff no fewer than 2 personnel for each shift in support of classified systems. Users may submit trouble requests via any method, including phone, email, online submission or on a walk-in basis. The bidders’ library includes Typical Tier 1 incidents for each currently supported system.

3.3.2 The Contractor shall provide an onsite task lead and alternate with Information Technology Infrastructure Library (ITIL) certification. Minimum acceptable certification is Foundation Level.

3.3.3 The contractor shall maintain an accurate Personnel Roster. (CDRL A001)

3.3.4 The Contractor shall enter information into a Government provided incident management system in accordance with local Standard Operating Procedures (SOPs). See Bidders’ Library for description of SOPs.

3.3.5 Contractor shall update the incident management system with information concerning incidents, time expended, all actions taken during identification, troubleshooting and problem resolution.

3.3.6 The Contractor shall work with Tier 2 to ensure resolution of all escalated incidents. The Contractor shall document all incident information, and troubleshooting steps, including justification for escalation prior to escalating incidents to Tier 2.

3.3.7 The Contractor shall check the status of open escalated trouble tickets at least every 3 days and follow-up with Tier 2 for status and resolution until problem is resolved.

3.3.8 The Contractor shall review trouble tickets for accuracy and adherence to performance standards.

3.3.9 The Contractor shall create solution sets for common problems and input the completed solution sets into the government provided incident management system.

3.3.10 The Contractor shall review solution sets entered into the government provided incident management system to ensure that solutions are correct and applicable to the current fielded version of the application. The contractor shall correct errors in Tier 1 solution sets or mark them for deletion as appropriate. Incorrect or obsolete Tier 2/3 solution sets identified during resolution validation shall be marked for correction and the Tier 2/3 point of contact notified.

3.3.11 The Contractor shall perform periodic system checks for critical systems to ensure that these systems are operational.

3.3.12 The Contractor shall provide the COR a daily Master Station Log (MSL) (CDRL A002) that identifies all significant events.

3.3.13 The Contractor shall review Standard Operating Procedures (SOPs) for understanding quarterly or as requested by the government due to changes to procedures.

3.3.14 The Contractor Task Lead or alternate(s) shall attend FAS staff meeting weekly or as required due to an operational issue. The COR or alternate COR will provide real-time informational guidance and general operations information.

3.3.15 The Contractor shall provide technical expertise for all technical reviews and meetings as requested by the COR or alternate COR. The bidders’ library includes historical data.

3.3.16 The Contractor shall coordinate, control and transmit System Advisory Notice (SANs) and Heads-Up Message (HUMs) informing customers of Automated Information System outages and software deficiencies using the Government incident management system.

3.4 FAS Remedy Support

3.4.1 The Contractor shall provide full time onsite functional expertise to FAS PM for FAS Remedy AR System application issues. The contractor employee(s) filling this position shall possess appropriate DoD 8570.01-M IAT Level I certification(s).

3.4.2 The Contractor shall participate in requirements analysis for FAS Remedy system releases as needed.

3.4.3 The contractor shall perform functional testing and document all test findings. (CRDL A003).

3.4.4 The contractor shall support BMC Remedy Action Request (AR) System installation, configuration and integration as well as Remedy’s custom workflows, data entry forms and overlays.

3.4.5 The Contractor shall create and modify Remedy macros as required by the Government using query language.

3.4.6 The Contractor shall prepare training material, update Remedy user’s guides and train analysts and system POCs on Remedy usage as indicated by application, personnel, or procedural changes. (CDRL A004)

3.4.7 The Contractor shall create metrics reports using Business Objects Enterprise (BOE) and Remedy Flashboards as needed by the PMO and CORs for Program Management Reviews or trend analysis. See Bidders’ Library for historical report frequency information. (CDRL A005)

3.4.8 The Contractor shall support meetings, reviews, demonstrations, and conferences.

3.4.9 The Contractor shall manage the Lyris List Server, to ensure accurate distribution of messages to the appropriate customers.

4 ENGINEERING REQUIREMENTS (Personnel IA)

The contractor shall employ disciplined systems engineering processes in accomplishing contract taskings, using commercial best practices in accordance with of AFI 63-1201, Life Cycle Systems Engineering or applicable ISR guidance, for systems engineering processes in planning, architecting, requirements development and management, design, technical management and control, technical reviews, technical measurements, integrated risk management, configuration management, data management, interface management, decision analysis, and test and evaluation, verification and validation. Task orders may further refine the systems engineering processes according to MAJCOM policies and practices. The contractor shall employ the principles of open technology development described in the DoD Open Technology Development Guidebook (http://www.acq.osd.mil/jctd/articles/OTDRoadmapFinal.pdf) and in Net-Centric Enterprise Solutions for Interoperability (NESI) body of knowledge (see http://nesipublic.spawar.navy.mil/) and systems engineering activities used in developing contractor solutions shall adhere to open architecture designs for hardware and software, and employ a modular open systems architecture approach. The contractor’s systems engineering planning and design activities shall also adhere to the DoD’s Information Sharing and Net Centric Strategies published by the DoD CIO (see http://www.defenselink.mil/cio-nii/ ) and the engineering body of knowledge and lesson’s- learned accumulated in NESI. All services provided under this contract shall be in compliance with the Federal Desktop Core Configuration (FDCC), Information Assurance guidelines, and Security Technical Implementation Guides (STIGS) for collateral networks and systems. Services for Top Secret and SCI networks, systems and applications will be in compliance with standards, policies and guidelines identified in the task order.

5 CONTRACTUAL REQUIREMENTS

5.1 Contractors Use of NETCENTS-2 Products Contract

The contractor shall obtain all products and associated peripheral equipment required by each individual task order from the NETCENTS-2 Products contract as stipulated in Section H Clause H098 of the overarching Application Services contract when applicable.

http://www.acq.osd.mil/jctd/articles/OTDRoadmapFinal.pdf

5.2 Place of Performance and Government Acceptance

The contractor shall be located in Government furnished facilities on Maxwell AFB-Gunter Annex, AL.

5.3 Normal Hours of Operation

This task order requires 24 hours per day, 7 days per week, 365 days per year support, including standard and non-standard (e.g. Friday after Thanksgiving) Federal Holidays. All days are considered a regular duty day for purposes of this task order. The contractor shall provide a task leader or alternate on-site for 24 hours per day, 7 days a week, 365 days per year.

5.4 Base Support

Work for this Task Order shall be performed in Government furnished facilities; the Government will furnish or make available working space, network access, Automated Call Distribution (ACD) System access, Incident Management System (Remedy AR System, Enterprise Information Technology Service Management (ETISM) access). The Government shall furnish all typical office equipment (e.g., computer, printer, phone, and fax).

5.5 Non-Personal Services

The Government will neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. The Government Contracting Officer’s Representatives (CORs) or alternate CORs will provide Contractor Task Lead or contractor-designated team leads with informational real-time operations guidance in accordance with this PWS as provided by system Program Management Offices (PMOs). It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor feels that any actions constitute, or are perceived to constitute personal services, it shall be the contractor’s responsibility to notify the Task Order (TO) Contracting Officers (CO) immediately. These services shall not be used to perform work of a policy/decision making or management nature, i.e., inherently Governmental functions. All decisions relative to programs supported by the contractor shall be the sole responsibility of the Government. These operating procedures may be superseded by Theater Commander’s direction during deployments.

5.6 Contractor Identification

All contractor/subcontractor personnel shall be required to wear AF-approved or provided picture identification badges so as to distinguish themselves from Government employees. When conversing with Government personnel during business meetings, over the telephone or via electronic mail, contractor/subcontractor personnel shall identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees. Contractors/subcontractors shall identify themselves on any attendance sheet or any coordination documents they may review. Electronic mail signature blocks shall identify their company affiliation. Where practicable, contractor/subcontractors occupying collocated space with their Government program customer should identify their work space area with their name and company affiliation. Refer to Clause H063 of the overarching ID/IQ contract for specific guidance.

5.7 Program Management / Project Management

The contractor shall identify a Program Manager or a Project Manager who shall be the primary representative responsible for all work awarded under this task order, participating in Program/Project Management Reviews and ensuring all standards referenced herein are adhered to.

5.7.1 Services Delivery Summary

Reference Section 6, Services Delivery Summary, of this Task Order PWS for specific performance objectives.

The contractor’s performance at the contract level will be assessed quarterly by a process that measures success towards achieving defined performance objectives. The Services Delivery Summary will be in accordance with AFI 63-138, Performance Based Services Acquisition and FAR Subpart 37.6, Performance-Based Acquisition.

5.7.2 Task Order Management

The workforce shall include an onsite project/task order manager and alternate who will oversee all aspects of the task order. The onsite project/task order manager and alternate must have Information Technology Infrastructure Library (ITIL) certification. Minimum acceptable certification is Foundation Level. The contractor shall use key performance parameters to monitor work performance, measure results, ensure delivery of contracted product deliverables and solutions, support management and decision-making and facilitate communications. The contractor shall identify risks, resolve problems and verify effectiveness of corrective actions. The contractor shall institute and maintain a process that ensures problems and action items discussed with the Government are tracked through resolution and shall provide timely status reporting. Results of contractor actions taken to improve performance shall be tracked, and lessons learned incorporated into applicable processes. The contractor shall establish and maintain a documented set of disciplined, mature, and continuously improving processes for administering all contract and Task Order efforts with an emphasis on cost-efficiency, schedule, performance, responsiveness, and consistently high-quality delivery.

5.7.3 Documentation and Data Management

The contractor shall establish, maintain, and administer an integrated data management system for collection, control, publishing, and delivery of all program documents. The data management system shall include but not be limited to the following types of documents: CDRLs, White Papers, Status Reports, Audit Reports, Agendas, Presentation Materials, Minutes, Contract Letters, and Task Order Proposals. The contractor shall provide the Government with electronic access to this data, including access to printable reports.

5.7.4 Records, Files, and Documents

All physical records, files, documents, and work papers, provided and/or generated by the Government and/or generated for the Government in performance of this PWS, maintained by the contractor which are to be transferred or released to the Government or successor contractor, shall become and remain Government property and shall be maintained and disposed of IAW AFMAN 33-363, Management of Records; AFI 33-364, Records Disposition – Procedures and Responsibilities; the Federal Acquisition Regulation, and/or the Defense Federal Acquisition Regulation Supplement, as applicable.

5.8 Security

Individuals performing work under this task order shall comply with applicable program security requirements as stated in the task order. NETCENTS-2 will support the following levels of security: Unclassified; Unclassified, But Sensitive; Secret (S); Secret Sensitive Compartmented Information (S/SCI); Top Secret (TS); and Top Secret Sensitive Compartmented Information

(TS/SCI).

A Secret security clearance shall be required for all Contractor employees. All employees shall be United States citizens. Contractors shall be able to obtain adequate security clearances prior to performing services under the task order. The Contract Security Classification Specification (DD Form 254) will be at the basic contract and task order level and will encompass all security requirements. All contractors located on military installations shall also comply with Operations Security (OPSEC) requirements as set forth in DoD Directive 5205.02, Operations Security Program and AFI 10-701, Operations Security. In accordance with DoD 5200.2-R, Personnel Security Program (Jan 87), DoD military, civilian, consultants, and contractor personnel using unclassified automated information systems, including e-mail, shall have, at a minimum, a completed favorable National Agency Check plus Written Inquiries (NACI).

The types of Personnel Security Investigations (PSI) required for the contractor vary in scope of investigative effort depending upon requirements of the Government and/or conditions of the Task Order. In cases where access to systems such as e-mail is a requirement of the Government, application/cost for the PSI shall be the responsibility of the Government. In cases where access to systems is as a condition of the Task Order, application/cost for the appropriate PSI shall be the responsibility of the contractor. In such instances, the contractor shall diligently pursue obtaining the appropriate PSI for its employees prior to assigning them to work any active task order. Acquisition planning must consider Anti-Terrorism (AT) measures when the effort to be contracted could affect the security of operating forces (particularly in-transit forces), information systems and communications systems IAW DoD Instructions 2000.16 Anti-Terrorism Standards.

5.8.1 Transmission of Classified Material

The contractor shall transmit and deliver classified material/reports IAW the National Industrial Security Program Operating Manual (DoD 5220.22-M). These requirements shall be accomplished as specified in the Task/Delivery Order.

5.8.2 Protection of System Data

Unless otherwise stated in the task order, the contractor shall protect system design-related documents and operational data whether in written form or in electronic form via a network in accordance with all applicable policies and procedures for such data, including DoD Regulation 5400.7-R and DoD Manual 5200.01(v1-v4) to include latest changes, and applicable service/agency/ combatant command policies and procedures. The contractor shall protect system design related documents and operational data at least to the level provided by Secure Sockets Layer (SSL)/Transport Security Layer (TSL)-protected web site connections with certificate and or user ID/password-based access controls. In either case, the certificates used by the Contractor for these protections shall be DoD or IC approved Public Key Infrastructure (PKI) certificates issued by a DoD or IC approved External Certification Authority (ECA) and shall make use of at least 128-bit encryption.

5.8.2.1 System and Network Authorization Access Requests

For Contractor personnel who require access to DoD, DISA, or Air Force computing equipment or networks, the Contractor shall have the employee, prime or subcontracted, sign and submit a System Authorization Access Report (SAAR), DD Form 2875.

5.8.2.2 Personnel Security Clearance Requirements: All of the personnel performing work on this contract will require a security clearance as identified below

( ) Top Secret

( X ) Secret

The contractor shall request security clearances for personnel requiring access to classified information within 15 business days after receiving a facility clearance or, if the contractor is already cleared, within 15 business days after service award. Due to costs involved with security investigations, contractor security clearances shall be kept to an absolute minimum necessary to perform service requirements.

5.8.2.3 Additional Investigation Requirements: Anyone working on the contract that does not require a security clearance must have at a minimum a favorably adjudicated National Agency Check with Written Inquiries (NACI) investigation to access a government furnished information system or environment. This investigation must be submitted by the contract company. Note: AFI 31-501, and AFI 31-601 for unescorted entry to restricted areas, access to sensitive unclassified information, access to government automated information systems (AIS) and/ or sensitive equipment.

5.8.2.4 Security Manager Appointment: The contractor shall appoint a security manager for the on base long-term visitor group. The security manager may be a full-time position or an additional duty position. The security manager shall provide contractor employees with training required by DoDM 5200.01, Volume 3, Enclosure 5, DoD Information Security Program, AFPD 31-4, Information Security, and AFI 31-401, Information Security Program Management. The contractor security manager shall provide initial and follow-on training to contractor personnel who work in Air Force controlled or restricted areas. Air Force restricted and controlled areas are explained in AFI 31-101, Air Force Integrated Defense Plan.

5.8.2.5 Visit Request: Contractors participating in the National Industrial Security Program are authorized to use Joint Personnel Adjudication System (JPAS) in lieu of sending Visitor Authorization Letters (VALs) for classified visit to Department of Defense facilities and military installations. VALs are only required if the contractor isn’t using JPAS or if contractor personnel whom access level and affiliation are not accurately reflected in JPAS. However, some agencies may still require VALs to be submitted for access to their facilities. Visit requests must be sent to servicing government’s security management office (SMO) code. The SMO code for AFLCMC BES is MG1MFD3Q6. Each contractor performing work on the contract will require a separate SMO Code visit request from the contactor. The visit request must include all prime and subcontract workers on the contract.

5.8.2.6 Obtaining and Retrieving Identification Media: As prescribed by the AFFAR 5352.242-9000 Contractor Access to Air Force Installations, AFFAR 5352.242-9001, Common Access Cards (CAC) for Contractor Personnel, and FAR 52.204-9, Personal Identity Verification of Contractor Personnel, the contractor must comply with the requirements set forth in these guidance. Contractors requesting a CAC for personnel on the contract will submit on company letterhead the names and all other personnel information as prescribed by the contracting officer to begin the identification processing effort. Contracting officers will follow installation specific guidance regarding the issuance and recovery of all identification media issued to the contractors by the government.

Failure to return all government issued identification upon termination of contract or service, termination of employees, or expiration of the identification may result in withholding of final payment.

5.8.2.7 Pass and Identification Items: The contractor shall ensure the following pass and identification items as required for contract performance are obtained for employees:

5.8.2.8 DoD Common Access Card (AFI 36-3026).

5.8.2.9 Entry Procedures for AFLCMC Gunter Facilities: Contractor employees require an AFLCMC BES Gunter Access Badge for unescorted entry into AFLCMC BES Gunter facilities. To obtain an AFLCMC Gunter Access Badge contractor personnel must be in JPAS or have a VAL on file with AFLCMC Gunter Security Office. Contractors requiring an access badge will bring a completed AF Form 2586, Unescorted Entry Authorization Certificate to the AFLCMC Gunter Security Office Room 240 B, Bldg. 892.

The AF Form 2586 must include in Section III the task order number, period of performance, facility number and be signed by the Contracting Officer Representative (COR) associated with the assigned contract. Contractor personnel are required to wear their company’s identification badge and the AFLCMC Gunter badge AT ALL TIMES while in AFLCMC Gunter facilities. The access badges will be displayed on the outer garment between the shoulder and the waist. Every time a period of performance is executed this paperwork must be re-accomplished to reflect the new expiration date.

Failure to return all government issued identification upon termination of contract or service, termination of employees, or expiration of the identification may result in withholding of final payment.

5.8.2.10 Visitor Group Security Agreement (VGSA): The contractor shall enter into a long-term visitor group security agreement for contract performance on base. This agreement shall outline how the contractor integrates security requirements for contract operations with the Air Force to ensure effective and economical operation on the installation. The agreement shall include:

a. Security support provided by the Air Force to the contractor shall include storage containers for classified information/material, use of base destruction facilities, classified reproduction facilities, use of base classified mail services, security badging, base visitor control, investigation of security incidents, base traffic regulations and the use of security forms and conducting inspections required by DoD 5220.22-R, Industrial Security Regulation, Air Force Policy Directive 31-6, Industrial Security, Air Force Instruction 31- 601, Industrial Security Program Management, DoDM 5200.01, volumes 1-4, DoD Information Security Program, and AFI 31-401, Information Security Program Management.

b. Security support requiring joint Air Force and contractor coordination includes packaging classified information, mailing and receiving classified materials, implementing emergency procedures for protection of classified information, security checks and internal security controls for protection of classified material and high-value pilferable property.

c. On base, the long-term visitor group security agreement may take the place of a Standard Practice Procedure (SPP).

5.8.2.11 Information Security: The contractors performing duties associated with contract must adhere to all the standards for protecting classified information as specified in DoDM 5200.01, volumes 1-4, DoD Information Security Program, Air Force Instruction 31-401, Information Security Program Management and all applicable supplements and operating instructions.

5.8.2.12 Unescorted Entry to Secure Rooms: Contractor personnel requiring unescorted entry to secure rooms designated by the installation commander shall comply with base access requirements and these additional security instructions; DoD 5200.2-R, DoD Personnel Security Program AFI 31-101, Air Force Integrated Defense Plan, and AFI 31-501, Personnel Security Program Management, as applicable. Contractor personnel shall be the subject of a favorably adjudicated National Agency Check with Local Agency Check (NACLC) investigation to qualify for unescorted entry to a secure room. Contractor personnel must contact their Contracting Officer Representative and the appropriate secure room monitor for permission. AFLCMC Gunter Security Office, Bldg. 892, Room 240 B/C can assist and provide technical guidance as necessary.

5.8.2.13 Computer and Network Access Requirements: Contractor personnel working on this contract must be designated in one of the below AIS positions and complete the required security investigation to obtain the required security clearance. This must be accomplished before operating government furnished computer workstations or systems that have access to Air Force e-mail systems or computer systems that access classified information. The contractor shall comply with the DoD 5200.2-R, Personnel Security Program and AFMAN 33-152, Air Force Messaging, requirements.

( )AIS-I Position - Critical-Sensitive Positions. Security Clearance: TOP SECRET or SECRET clearance based on SSBI background investigation. Responsible for the planning, direction, and implementation of a computer security program; major responsibility for the direction, planning and design of a computer system, including the hardware and software; or, can access a system during the operation or maintenance in such a way, and with a relatively high risk for causing grave damage, or realize a significant personal gain.

( X )AIS-II Position - Noncritical-Sensitive Positions. Security Clearance:

SECRET based on a NACLC/ANACI background investigation. Responsibility for systems design, operation, testing, maintenance, and/or monitoring that is carried out under technical review of higher authority in the AIS-I category, includes, but is not limited to; access to and/or processing of proprietary data, information requiring protection under the Privacy Act of 18 1974, and Government-developed privileged information involving the award of contracts.

( )AIS-III Position - Nonsensitive Positions. No security clearance required but is a Trusted Position based on a favorable NACI background investigation. All other positions involved in U.S. Government computer activities.

5.8.2.14 Reporting Requirements: The contractor shall comply with AFI 71-101, Volume-1, Criminal Investigations, and Volume-2 Protective Service Matters, requirements. Contractor personnel shall report to an appropriate authority any information or circumstances of which they are aware may pose a threat to the security of DoD personnel, contractor personnel, resources, and classified or unclassified defense information. Contractor employees shall be briefed by their immediate supervisor upon initial on-base assignment and as required thereafter.

5.8.2.15 Physical Security: Contractor employees shall comply with base Operations Plans/instructions for FPCON procedures, Random Antiterrorism Measures (RAMS) and Operation Security (OPSEC), Emergency Management (EM) and local search/identification requirements. The contractor shall safeguard all government property including controlled forms provided for contractor use. At the close of each work period, government training equipment, facilities, support equipment, and other valuable materials shall be secured.

5.8.2.16 Wireless Electronic Devices: No cell phones, camera cell phones, cordless telephones, or wireless microphones, keyboards, or mice, wireless or Infrared Local Area Networks (LANs), or devices are allowed in areas where classified information is discussed, briefed, or processed. “Area” refers to a room and/or to a space the size of a 3-meter radius sphere, centering on the classified source. In areas where classified information is discussed, briefed, or processed, wireless pointer/ mice devices are allowed for presentations only. This is an acceptable EMSEC risk. All other Personal Electronic Devices, PEDs. All other wireless PEDs not specifically addressed above, that are used for storing, and processing, and/or transmitting information shall not be operated in areas where classified information is electronically stored, processed, or transmitted.

5.8.2.17 Operating Instructions: The contractor will adhere to the all Air Force activity Operating Instructions (OI) for internal circulation control, protection of resources and to regulate entry into Air Force controlled areas during normal, simulated and actual emergency operations to include local written OIs.

5.8.2.18 Government Authorization: The contractor shall ensure its employees do not allow government issued keys to be used by personnel other than current authorized contractor employees. Contractor employees shall not use keys to open work areas for personnel other than contractor employees engaged in performance of duties, unless authorized by the government functional director.

5.8.2.19 Access Lock Combinations: Access lock combinations are “For Official Use Only” and will be protected from disclosure to unauthorized personnel. The contractor will adhere to the Air Force activity operating instructions ensuring lock combinations are not revealed to un-cleared /unauthorized persons and ensure the safeguard procedures are implemented. The contractor is not authorized to record lock combinations without written approval by the government functional director.

5.8.2.20 Security Combinations: Combinations to security containers, secure rooms, or vaults are controlled unclassified information and must be properly safeguarded.

Only contractor employees, who have the proper security clearance and the need-to-know, will be given combinations to security containers, secure rooms, or vaults.

Contractor employees are responsible for properly safeguarding combinations. Contractor employees will not record security containers, secure rooms, or vaults combinations without written approval by the government functional director. Contractors will not change combinations to security containers, secure rooms, or vaults without written approval by the security officer and the government functional director.

5.8.2.21 Security Alarm Access Codes: Security alarm access codes are “For Official Use Only” and will be protected from unauthorized personnel. Security alarm access codes will be given contractors employees who required entry into areas with security alarms. Contractor employees will adhere to the Air Force activity operating instructions and will properly safeguard alarm access codes to prevent unauthorized disclosure. Contractor will not record alarm access codes without written approval by the government functional director.

5.8.2.22 Freedom of Information Act Program (FOIA)/Privacy Act/Records Management: The contractor shall comply with DoD 5400.7-R_AFMAN 33-302, Freedom of Information Act, which provides policies and procedures for the disclosure of records to the public. The contractor shall comply with AFI 33-332, Air Force Privacy and Civil Liberties Program, when collecting and maintaining information protected by the Privacy Act of 1974 authorized by Title 10, United States Code, Section 8013. The contractor shall ensure records are maintained in accordance with AFMAN 33-363, Management of Records, and disposed of in accordance with the Air Force Records Disposition Schedule (RDS) maintained in the Air Force Records Information Management System (AFRIMS) located at https://www.my.af.mil/afrims/afrims/afrims.

5.8.2.23 Traffic Laws: The contractor and their employees shall comply with all installation traffic regulations.

5.8.2.24 Cellular Phone Operation Policy: The use of cellular phones while operating a motorized vehicle is prohibited on Maxwell-Gunter. Although discouraged, drivers are authorized to use devices, i.e. ear bud or ear boom, which allows their cellular phone to be operated hands-free. The device must not cover both ears. This policy applies to everyone driving on Maxwell-Gunter AFB.

5.8.2.25 Security Education and Training: The contractor will be required to participate in the government’s in-house and web-based security training program under the terms of the contract. The government will provide the contractor with access to the on-line system. Contractor will register in USAF, Automated Distant Learning System (ADLS) for AFMC Gunter and complete all required security training.

5.8.2.26 Operation Security (OPSEC): The contractor will comply with installation and organizational OPSEC requirements in accordance with AFI 10-701 and applicable supplements. Contractor employees will be required to take the Operation OPSEC Awareness computer based training on ADLS. They will also receive a local threat briefing.

5.8.3 Travel

The contractor shall coordinate specific travel arrangements with the individual Contracting Officer or Contracting Officer’s Representative to obtain advance, written approval for the travel about to be conducted. The contractor’s request for travel shall be in writing and contain the dates, locations and estimated costs of the travel in accordance with the basic contract clause H047.

The contractor shall provide a trip report (CDRL A006) to the Government COR after traveling in support of the requirements of this PWS. These reports shall include the purpose of the travel, the names of all contractors traveling, a summary of significant activities completed during the trip, and a list of action items.

If any travel arrangements cause additional costs to the task order that exceed those previously negotiated, written approval by CO is required, prior to undertaking such travel. Costs associated with contractor travel shall be in accordance with FAR Part 31.205-46, Travel Costs. The contractor shall travel using the lower cost mode transportation commensurate with the mission requirements. When necessary to use air travel, the contractor shall use the tourist class, economy class, or similar accommodations to the extent they are available and commensurate with the mission requirements. Travel will be reimbursed on a cost reimbursable basis; no profit or fee will be paid.

5.8.4 Other Direct Cost (ODC)

The contractor shall identify ODC and miscellaneous items as specified in each task order. No profit or fee will be added; however, DCAA approved burden rates are authorized.

5.9 Training

Contractor personnel are required to possess the skills necessary to support their company’s minimum requirements of the labor category under which they are performing. Training necessary to meet minimum requirements will not be paid for by the Government or charged to TOs by contractors.

5.9.1 Mission-Unique Training

In situations where the Government organization being supported requires some unique level of support because of program/mission-unique needs, then the contractor may directly charge the TO on a cost reimbursable basis. Unique training required for successful support must be specifically authorized by the TO CO. Labor expenses and travel related expenses may be allowed to be billed on a cost reimbursement basis. Tuition/Registration/Book fees (costs) may also be recoverable on a cost reimbursable basis if specifically authorized by the TO CO. The agency requiring the unique support must document the TO file with a signed memorandum that such contemplated labor, travel, and costs to be reimbursed by the Government are mission-unique and in direct support of unique or special requirements to support the billing of such costs against the TO. Experience and knowledge of the systems supported by the FAS is not considered mission-unique for the purpose of this task order.

5.9.2 Other Government-Provided Training

The contractor’s employees may participate in other Government provided training, on a non-discriminatory basis as among contractors, under the following circumstances:

(1) The contractor employees’ participation is on a space-available basis

(2) The contractor employees’ participation does not negatively impact performance of this task order

(3) The Government incurs no additional cost in providing the training due to the contractor employees’ participation

5.10 COTS Manuals and Supplemental Data

The contractor shall provide documentation for all systems services delivered under this Task Order. The contractor shall provide COTS manuals, supplemental data for COTS manuals, and documentation IAW best commercial practices (i.e. CD-ROM, etc.). This documentation shall include users’ manuals, operators’ manuals, maintenance manuals, and network and application interfaces if specified in the task order.

5.11 Enterprise Software Initiative

In situations where the purchase of new COTS software is needed to satisfy the requirements of a particular task order, the contractor shall use available existing enterprise licenses. If enterprise licenses are unavailable, then products will be obtained via the DoD Enterprise Software Initiative (ESI) Blanket Purchase Agreements (BPAs). If products are unavailable from ESI, then products will be acquired through the NETCENTS-2 Products contract. The updated listing of COTS software available from DoD ESI sources can be viewed on the web at http://www.esi.mil.

5.12 Software License Management

If developing and/or sustaining a system that requires and/or contains COTS, the contractor shall provide maintenance and support of that software license to manage its relationship to the overall system life-cycle, which would include applications, license agreements, and software upgrades.

The contractor shall provide asset inventory and services that track the financial aspects of an asset to include cost and depreciation, contract management, leases, maintenance agreements and service contracts. The contractor shall provide support summary information to include the general terms and conditions, benefits, strategic and tactical directions, license ordering information, internal billing process, pricing and deployment and support of the products included in the agreement. The contractor shall support common practices for ordering assets, tracking orders and assets, and tagging the assets. The contractor shall support application installation, operations, customer support, training, maintenance, sustainment and configuration control, to include the procurement of supporting software licenses.

5.13 Transition Plan

The contractor shall create a transition plan that describes plan to meet the requirements outlined in this PWS without a break or degradation in service.

http://www.esi.mil/

5.13.1 Transition In: To ensure qualified personnel will be ready on Day 1 (01 Aug 2015), minimize any decrease in system operational availability, and prevent possible negative impacts on FAS services, the Government will provide a transition period of 4 days (beginning 28 July 2015) where the incumbent/Government and new awardee shall transition knowledge and understanding of FAS efforts and processes. The Contractor shall have new personnel on board at the time of transition Period of Performance (PoP) to participate in the transition and accept turnover of all system documentation. During the transition period, the Contractor shall become familiar with all FAS efforts and processes in order to commence full performance of services on Day 1 (01 Aug 2015). The contractor shall provide support for FAS Systems identified as A, B, or C (Listed in Attachment 1 of the PWS) on Day 1 and all systems by Day 14.

5.13.2 Transition Out: Prior to the end of the Task Order’s Period of Performance, the incumbent contractor shall support a 5-day (40-hour) transition period with the in-coming contractor. During this period, all information, continuity folders, data, etc. will be passed from the incumbent contractor to the in-coming contractor. Folders shall detail the duties performed, status of current projects, and a point of contact list. Folders shall be maintained, and be available for government review throughout the performance of the contract and be provided to the in-coming contractor during the transition period.

5.14 Contractor Quality Control Plan (QCP) (CDRL A007)

The contractor shall establish and maintain a QCP to ensure the requirements of the contract are provided as specified. IAW FAR clause 52.246-4, the contractor shall provide a QCP describing the inspection system for the services required in this PWS. The QCP shall be submitted to the Contracting Officer no later than (NLT) 45 days after contract award. The contractor shall develop and implement procedures to identify, prevent and ensure non-recurrence of unacceptable services. The contractor shall update the plan as changes occur and changes shall be submitted for review and acceptance by the Contracting Officer. Final accepted changes to QCP shall be provided via revised QCP NLT fifteen (15) work days after acceptance by Contracting Officer.

The contractor’s QCP should demonstrate and validate that the services or deliverables to be provided are completed with a level of quality that meets the minimum performance threshold established in the Service Delivery Summary. The QCP shall contain, as a minimum, the following specific sections:

5.14.1 Quality Management Approach: The overall approach for managing contract quality is described in this section of the QCP. Discuss your overall quality philosophy and describe how your employees are integrated into the quality management process.

5.14.2 Quality Assurance: Quality assurance activities focus on the processes being used to manage and deliver the services or deliverables. Organizational charts, communication lines, decision making authorities, criteria to be employed when determining if and when to elevate a performance issue are among the areas that should be thoroughly described in the QCP.

5.14.3 Quality Control and Quality Standards: Quality control activities should be performed continually throughout a contract to verify that management, services rendered or deliverables are of high quality. The PWS contains SDS items that establish performance thresholds or quality standards. The service provider’s performance will be evaluated against the SDS criteria before the performance is accepted. The QCP should describe how the service provider will determine when services or deliverables specified in the SDS are complete and correct. The service provider may also discuss and describe areas in the PWS felt to be of particular importance in the successful performance of this contract. As a minimum each SDS item should be discussed.

Topics to be covered in this section of the QCP include:

5.14.3.1 Performance Area Importance: Identify each performance area and the level of importance to the overall contract.

5.14.3.2 Quality Tools/Tracking Method: Identify the specific quality tools or tracking method(s) to be utilized for each performance area.

5.14.3.3 Performance Weakness: Identify the methods to be used to identify a performance weakness and describe resolution approaches whether discovered by your quality control processes or identified by the Government.

6 SERVICES DELIVERY SUMMARY

If the Contractor fails to meet the performance thresholds in the Services Delivery Summary, the COR will issue a Corrective Action Report (CAR). The Contractor shall immediately notify COR and CO in writing (email is acceptable) acknowledging receipt of the CAR. The Contractor must provide a written (email is acceptable) corrective measure, within 5 business days to the COR and CO to ensure there is no reoccurrence of the problem. Results of Contractor performance will be cumulative during the rating period and will be reflected in CPAR. Performance is always a consideration in whether it is in the Government’s best interest to exercise the option.

Performance Requirements

PWS

Reference

Standard

Threshold

Monitoring

Method Remedy

Software testing 3.4.3.

100% documentation of test findings.

Greater than or Equal to 100% documentation of test findings.

Government review of documented test findings and Government independent testing

When documentation is less than 100%, the contractor shall rework until 100% is achieved with no additional cost to the Government.