Atch_8_-_Work_Load_Data_18April2014.pdf

Atch 8 – HISTORICAL WORKLOAD DATA 18 April 2014

Examples of 26 NOS Surge Events:

Support of 561 NOS or 83 NOS Contingency:

In the summer of 2013, wildfires in Colorado triggered a transfer of the 561 NOS boundary devices to 26 NOS for approximately five (5) days. The base support agreement provides 24x7x365 support for the 26 NOS mission, which includes the support for operating, maintain and defending the boundary devices for the Air Force (AF) enclave. That effort includes support for 16 Non-secure Internet Protocol Routing (NIPR) network gateways, 15 Secure Internet Protocol Routing (SIPR) network control nodes and 2 Integrated Management Suite (IMS) network enclaves. In certain contingency situations, the 26 NOS may be required to provide support for operating, maintaining and defending the boundary devices for all base enclaves managed by either 561 NOS or 83 NOS for a period of time not expected to exceed 30 days. No contingency requiring simultaneous support for bases managed by both 561 NOS and 83 NOS is anticipated. Although the wildfire threat did not materialize, the 67 CW took advantage of the opportunity for training and transferred responsibility as part of an exercise.

Rapid Solution Deployment:

In order to respond to certain contingencies, the 26 NOS has to support rapid solution deployment to meet downward directed requirements dictated by the Department of Defense, Secretary of the Air Force, United States Cyber Command, Air Force Space Command, 24 Air Force, 67 Network Warfare Wing or a combination of those authorities. In the fall of 2012, the 26 NOS was directed by 24 AF to deploy Command and Control nodes at 15 locations on the SIPR network within a specific and condensed timeline. The level of effort required to perform the work required to accomplish that downward directed requirement in the specified timeline necessitated increased levels of effort in tasks such as configuring devices; verifying and validating configuration changes; coordinating scheduled interruptions of service; installing, configuring, testing, and validating devices; updating documentation and monitoring systems;

and related activities. The deployment and operationalizing of the 15 Command and Control Nodes on the SIPR Network required 26 NOS and contractor personnel to carry out the tasks associated with that effort.

Support for Dual Environments:

The base support agreement provides 24x7x365 support for the solutions operated, maintained and defended by 26 NOS on a routine basis. Typically this effort supports the existing AF NIPR Gateways (16) and the SIPR Command and Control (C2) Nodes (15) as well as 2 IMS enclaves.

As the AF approaches the implementation of an effort known as “SIPR Modernization”, it is anticipated that there may be a requirement for 26 NOS to temporarily support both the existing environments plus the new environment delivered by “SIPR Modernization”. This is due to the necessity of operating both the legacy environment and the new environment to be provided with “SIPR Modernization” or similar effort on NIPR.

The workload information provided are estimates and are NOT to be construed as Not To Exceed amounts.

FA8773-12-R-8002, Amendment 0004

Trouble Ticket/Event Information By Priority

Critical Remedy Tickets Cancelled 6

Closed 28 Pending 2

Total Critical Tickets 36 High Remedy Tickets

Assigned 32 Cancelled 27

Closed 2303 In Progress 1

Pending 7 Resolved 21

Total High Tickets 2391 Medium Remedy Tickets

Assigned 43 Cancelled 37

Closed 5393 In Progress 3

Pending 22 Resolved 40

Total Medium Tickets 5538 Low Remedy Tickets

Assigned 209 Cancelled 128

Closed 14292 In Progress 62

Pending 113 Resolved 131

Total Low Tickets 14935 Grand Total 22900

Trouble Ticket Category Definitions:

Assigned: Occurs when a ticket is designated to a specific individual Cancelled: Occurs when a ticket that was opened and work was started and is later voided Closed: A ticket is closed when the issue has been resolved and it has been verified by the user or three days have elapsed since resolution.

In Progress: An open ticket that continues to be worked Pending: The ticket is awaiting action from another party Resolved: The issue has been fixed and forwarded to user for verification.

The workload information provided are estimates and are NOT to be construed as Not To Exceed amounts.

Government vs. Contractor Ticket Workload

GOV 1832/22900 8%

CTR 21068/22900 92%

The 26 NOS averages 22,900 tickets a year. Of these tickets, the complexity ranges from low to high. Approximately 10% have a low complexity; 70% have a moderate complexity; and 20% have a high complexity. Tickets are categorized with a priority of low, medium, high or critical IAW the Trouble Ticket Priority Matrix located in the Incident Management and Trouble Ticketing Local Job Guide, LJG-26NOS-203. Historically, the Government has worked approximately 8% of the total amount of tickets.

COOP Historical Data The 26NOS have officially executed the Continuity of Operations Plan 4 times with in the last year; the longest lasted 48hrs and shortest 4hr. Of the four times the Continuity of Operations Plan was executed, only one was considered a full COOP.

For training purposes, the 26NOS exercised Continuity of Operations for the 26NOS mission at least 12 times with in the last year; each lasting about 4hrs each time. This training was based on varying scenarios that would trigger a partial to full mission transfer. Based on the lessons learned, the COOP plain would be modified as need to insure 26NOS mission is sustainable during crisis.

Continuity of Operations will be exercised at least once every quarter.

26 NOS Exercises for 2013 Exercises usually require the commitment of 3-6 of 26NOS bodies for the duration of the exercise. The teams that are supporting mostly are technicians in their area of expertise; router tech, SA tech, Boundary tech. Historically, contractor involvement has averaged 0-3 bodies per exercise with each team consisting mostly of Government. The role of the contractor and the duration of exercise participation vary by exercise. Depending on exercise requirements, the contractor could be a participant or provide reach back support.

2013 Historical Exercise Participation for the 26 NOS

Exercise Travel

Contractor Support

Number of Contractors

Involved

Duration

Red Flag TDY Reach back

Support 0-3 3 weeks

Turbo Challenge Mission Assurance In garrison

Reach back Support

0-3 1 week

Global Thunder Mission Assurance In garrison

Reach back Support

0-3 1 week

The workload information provided are estimates and are NOT to be construed as Not To Exceed amounts.

Global Lightning Mission Assurance In garrison

Reach back Support

0-3 1 week

Austere Challenge Mission Assurance In garrison

Reach back Support

0-3 1 week

Cyber Nexsus TDY

Reach back Support Reach back Support

0-3 2 weeks

Black Demon TDY Reach back

Support 0-3 2 weeks

Cyber Flag TDY Reach back

Support 0-3 3 weeks

The workload information provided are estimates and are NOT to be construed as Not To Exceed amounts.

Trouble Ticket/Event Information By Priority