FY27 - PERFORMANCE WORK STATEMENT FOR USNA ITSD CLIENT SERVICES.pdf

PERFORMANCE WORK STATEMENT

FOR INFORMATION TECHNOLOGY CLIENT SERVICES

U.S. Naval Academy Information Technology Services Division

GENERAL INFORMATION

The tasks this solicitation supports include Information Technology (IT) support staff for the Information

Technology Services Division (ITSD) at the United States Naval Academy (USNA) and surrounding Annapolis

Area Complex (AAC). The personnel will be working in the Client Services Department of ITSD with occasional work conducted for other departments within ITSD.

The Contracting Officer Representative (COR) and Technical Project Manager (TPM) will represent the government in overseeing that contracted duties are carried out per the specifications in this Performance Work

Statement (PWS). Approximately four to five government Technical Quality Assistants (TQA) provide input to the

COR/TPM regarding daily tasks performed by contracted personnel.

Contractor personnel shall be familiar with industry and USNA ITSD standards and requirements for information technology equipment and applications including support thereof. ITSD follows guidance from higher authorities in the Department of Navy (DoN) and Department of Defense (DoD) regarding acceptable use of information technology equipment, cybersecurity guidance and restrictions, and procurement/destruction of information technology equipment. The contractor shall ensure all personnel adhere to guidance, instructions, regulations, and standard operating procedures (SOP) for ITSD and all higher authorities pertaining to information technology within USNA and the AAC.

Contractor personnel shall have regular in-person and telephone contact with government technical and communications staff, commercial technical support staff, and a wide variety of end users regarding service requests/work orders, repair problems or issues, questions regarding use of various equipment or software features, or other information technology related matters.

The contractor shall provide an On-Site Project Manager (OSPM) to supervise all work performed under this PWS.

The OSPM will work in close conjunction with the COR, TPM, and TQAs to ensure contracted personnel are assigned work as applicable and that all work effort is coordinated with government FTEs to prevent duplication of effort.

The contractor shall provide 8 total personnel. 1 OSPM and 7 techs.

The contractor should have a Facility Security Officer (FSO) and the ability to initiate background checks.

Services shall be invoiced in accordance with contract requirements.

A flexible team of contractor personnel with a range of information technology knowledge, skills and abilities is required for this effort. Work shall be primarily Monday through Friday. Work performed before or after normal working hours is rare and is only authorized by the TPM or COR based on emergent requirements, emergency situations, after hours unplanned events, or planned conference/seminar coverage. If a staffing variance is required, the contractor must seek COR approval three business days in advance. Normal working hours shall be based on the type of work being performed. See the table below:

Personnel assigned to the ITSC shall ensure coverage for opening or closing. To be determined by

COR.

OVERALL OBJECTIVE:

To acquire on-site Client Service (CS) support.

1.0 PURPOSE

The work to be performed under this contract will support USNA as representative of work performed by ITSD.

The contractor's efforts will focus on providing functional and technical program support for CS supporting customers to maintain hardware and software on USNA computer devices. Additional efforts include maintaining various accounts in applications serviced by ITSD, ensuring Life Cycle Management (LCM) principles are in place, application of cybersecurity requirements, and assisting in various ad hoc special projects under the ITSD purview.

1.1 BACKGROUND

The USNA ITSD provides voice, video and data communications service and support for selected organizations located throughout the AAC. These offerings are a critical component of USNA ITSD's centrally managed and fully integrated responsibilities encompassing all AAC information technology. The USNA ITSD supports approximately

7,000 clients located throughout the 650-acre AAC and an additional 400 clients at the Naval Academy

Preparatory School (NAPS) located in Newport, Rhode Island. IT on-site support requirements for NAPS are covered under a separate contract.

The ITSD Client Services Department is responsible to provide IT support to all clients. Tier 1 support consists of receiving requests for service, providing telephone assistance in resolving reported problems, and tracking requests in a ticket management system from receipt of call to completion of service. Tier 2 support is invoked when telephone consultation proves inadequate to resolve the user's issues and consists of the resolution of a trouble ticket requiring a visit by information technology specialists to the client's work site or vice versa. Both Tier

1 and Tier 2 support also utilize remote assistance by connecting to client workstations in order to facilitate delivering services to customers within the AAC.

IT support is accomplished by a blended team that consists of both government Full Time Employees (FTEs) and contract personnel. Team members identify and deliver situation-specific information technology support services

Type of Work Working Hours

On-Site Project Manager (OSPM) 7:00a.m. to 3:30p.m.

Information Technology Service

Center (ITSC) Support

7:00 a.m. to 3:30 p.m.

or

7:30 a.m. to 4:00 p.m.

Academic Technical Support Center

(ATSC) Support

7:00 a.m. to 3:30 p.m.

Bancroft Hall Support 7:00 a.m. to 3:30 p.m.

Shop Support 7:00 a.m. to 3:30 p.m.

satisfying discipline-specific client needs (e.g. learning space operation and maintenance, technology-curriculum integration and coordination, faculty/staff education, rudimentary systems administration, etc.).

Meanwhile, additional centralized team members are integrated into a fully functional Information Technology

Service Center (ITSC) and maintenance facility located in USNA's Ward Hall (Nimitz Library during Ward Hall

Renovation Project). These centralized facilities coordinate critical common service and support activities (e.g.

routine client information technology account administration, introductory client familiarization, general client walk-in assistance, building access for Ward Hall (Hospital Point during Ward Hall Renovation Project), software inventory and issuance, security and virus prevention updates, information technology asset management, information technology equipment troubleshooting and repair, etc.) to achieve benefits from scale economies at the enterprise level. The centralized facilities also provide an alternative entry point for resolution of client needs.

Successful service outcomes require close cooperation and coordination between both provider groups which is facilitated through periodic discussion forums and routinely tracked using Government-provided Web Help Desk

(WHD) software and regularly scheduled summary reports. Use of the ticketing system WHD is subject to change during the life of the contract.

The Academic Technical Support Center (ATSC) is centrally located near academic buildings and primarily supports the academic faculty and staff.

The ATSC will also support Computer Science, Cyber Science, and other departments within the Math and

Sciences Division. Their computer systems are primarily Linux within classrooms and labs.

1.2 SCOPE

This PWS is for CS support to USNA ITSD. All information technology systems covered by this PWS are within the management responsibility and under the control of the ITSD. The ITSD supports approximately 7,000 midshipmen, faculty and staff in an integrated network centric environment. The technology environment must be available 24x7 unless a specific exception occurs with appropriate advance notice to affected users. The majority of users access technology during the day although reliance on remote access to technology outside of normal working hours is becoming commonplace. As a mission-critical resource users expect the ability to access technology anywhere anytime. Consequently user-issue resolution by CS support personnel in conjunction with

USNA ITSD requires a sense of urgency in delivering immediate and effective responses.

1.3 LOCATION

The requirement is for full-service, on-site support to be provided by an experienced, responsive contractor team primarily Monday through Friday, except for Federal holidays or base closures. The work will be performed in

Annapolis, Maryland either in Ward Hall (Hospital Point during Ward Hall Renovation Project) or deployed into serviced areas within the AAC.

2.0 ESTIMATED LEVEL OF EFFORT AND CONTRACTOR OVERSIGHT

2.1 The contractor shall provide the appropriate amount of professional staff required to provide the required services. The following is the estimated Level of Effort for the Government's estimated staffing for this requirement. This is only an estimate.

As detailed above, eight (8) personnel have been determined as the estimated number of personnel needed based on number of phone calls, WHD ticket assignment, number of assets within the areas of responsibility, and by current operating requirements.

The above LoE is only a general estimate. The offeror is free to propose a different labor mix, or different levels of support within each labor category. If the offeror chooses to propose a different level of effort and/or labor category than the one above, the offeror shall provide detailed information to support the variance. Any proposed increase or decrease in level of effort or changes in labor category shall be fully supported and justified in the offeror's proposed response.

A Full Time Equivalent is defined as 1920 productive hours per year. Backfill is required for any Full Time

Equivalent that is unavailable for any portion of the 1920 hours.

The contractor shall provide an On-site Project Manager (OSPM), who shall supervise work of contracted personnel. Weekly (Tues/Thurs), morning meetings will address information sharing on emergent needs, ongoing projects, personnel coverage in areas of assignment, and any concerns/issues regarding assignments of work tasks. The contractor shall provide On-Site Project Management for personnel in all zones.

2.2 The Technical Project Manager (TPM) oversees the technical performance of the contracted duties on behalf of the COR. Contractor personnel deployed to departmental areas provide direct IT support within that area. The

Technical Quality Assistants (TQAs) serve as a layer of more expert technical assistance for difficult issues and liaison with heads of divisions and departments at USNA. The TQAs will verify work completion. Within the ITSC, the ITSC Manager is the TQA for all customer requests that come through the ITSC. The Academic Technology

Support Center, Bancroft Hall Support, and the Shop all have government civilian TQAs to oversee daily tasks and to serve as a means to escalate issues of a more complex nature.

2.3 ORIENTATION MEETING

Support QTY Required Minimum Experience/Education

On‐Site Project Manager (OSPM) 1 5 Years/ Bachelor's Degree

Information Technology Service Center

Support

1 3 Years/Technical School Diploma

Academic Technical Support Center

Support

3 3 Years/Technical School Diploma

Bancroft Hall Support 1 3 Years/Technical School Diploma

Shop Support 2 3 Years/Technical School Diploma

ITSD shall host an orientation meeting which shall be attended by the contractor and all relevant key personnel to discuss the implementation of the contractor's proposal and to ensure understanding of the performance work statement (PWS). The ITSD and the Contractor shall collaborate on the planning of the overall project to include approach, methodology, and prior work performed relevant to this contract. The project initiation includes onboarding of support contractor personnel, review and update of project management plans and schedules for the effort.

Key activities include, but are not limited to:

1. Onboarding contractor personnel (i.e. initiation of background investigation process, signing disclosure statements, assignment of ITSD escorts, review of the performance plan, etc.).

2. The contractor shall provide a Contractor Quality Control Plan (CQCP) based on the performance standards in the PWS, which focuses on the quality, quantity, timeliness, etc. of the performance outputs to be delivered by the Contractor but not on the steps required or procedures used to provide the services.

3. Contractor shall collaborate with ITSD on the process for drafting, reviewing, finalizing and delivering reports, meeting notes, and presentations as required.

4. Contractor shall prepare and submit a transition plan to the TPM and COR that enables the smooth transition of performance on the work requirements from one contractor to another. Additionally, the transition plan shall include milestones, risk analysis, mitigation strategies and any other factor needed to ensure the work is properly transitioned from one vendor to the next.

3.0 SPECIFIC TASKS

The contractor shall provide personnel to perform the following specific tasks.

3.1 On-Site Project Management

The contractor shall provide an OSPM to supervise work performed by contractor personnel in support of services provided. All OSPM work is to be performed on-site at USNA and the OSPM shall work the same work schedule as most other contractor supplied personnel (7:00a.m. to 3:30p.m.).

Performance Objectives:

1. The OSPM will meet with the TPM weekly on Tuesdays and Thursdays in the morning prior to 9:00a.m. to discuss emergent needs, ad hoc projects, and coverage in assigned areas.

2. The OSPM will enter contractor leave in a system used for quick reference on coverage for ITSD support.

The system is not an approval system. It is used within all ITSD for personnel to quickly determine if a person they need to contact is or is not working on that date/time. The OSPM will also enter their own planned leave and notify the COR and TPM if they take unplanned leave.

3. The OSPM shall submit regularly scheduled statistical and summary reports with narrative of CS support activity, as well as ad hoc reports requested by the COR or TPM.

4. The OSPM shall ensure personnel are knowledgeable of, skilled in, and ready to provide basic service and support of the standard hardware, software, network, web, and e-mail systems used at USNA.

5. The OSPM shall ensure CS personnel skills remain current with evolving USNA/industry standards, and function in accordance with USNA, DoN, and DoD policies, regulations, and instructions.

6. The OSPM shall ensure that personnel are capable of working independently or as team members in a highly dynamic environment.

7. The OSPM shall ensure contracted personnel have a professional appearance and demeanor along with excellent customer interface skills. Overall contract personnel performance shall be the responsibility of the

OSPM.

8. The OSPM shall ensure that all USNA Standards are implemented in accordance with Client Services

Department SOPs and that all hardware/software adheres to standard loadsets as approved by the USNA

ITSD Cybersecurity Department.

9. The OSPM shall ensure that certification Continuing Education Units for Security+ and Operating Systems certifications are reported to the TPM to be provided to the Information Assurance Manager (IAM) for

USNA as proof of continued, current certification for the CSWF requirements.

10. The OSPM shall conduct contracted employee in-processing and out-processing, making arrangements to ensure Government Furnished Equipment (GFE) is in place for new employees and return of equipment and building/base access cards//keys when a contracted employee leaves employment. The OSPM shall escort separated employees from Ward Hall after receipt of all GFE.

Performance Deliverables:

1. Daily Meeting with TPM: Meetings shall be conducted weekly on Tuesdays and Thursdays in the morning prior to 9:00a.m. and begin no later than 08:40a.m. If the TPM or OSPM is not able to meet prior to

9:00a.m., the meeting shall be conducted as soon as possible for both parties to meet. Discussion at the meeting is primarily to determine coverage in areas throughout the USNA and AAC based on current workload.

2. Leave Entry and Notification: Planned leave shall be entered into the leave system within one day after it has been approved for contracted employees by the contractor. Unplanned leave shall be entered into the leave system within one hour of the OSPM being contacted by the contracted employee. Notifications to the TPM and TQAs shall be conducted immediately after entry into the leave system.

3. Reports: Summary reports shall be submitted weekly and monthly. The weekly and monthly reports shall consist of previous period of work and expected work for the upcoming period of work. Ad hoc reports will vary in content and required, reasonable time to complete. Due dates are set by the COR or TPM.

4. Contracted Employee Capabilities, Skills, Knowledge, and Appearance: The OSPM shall be required to address complaints from customers or coworkers for contracted employees and to provide whatever counseling the contractor deems appropriate. The deliverable to the government is to provide information to the COR and TPM on action taken to prevent further complaints and expected outcome.

5. Adherence to USNA ITSD Guidance and SOPs: The OSPM shall be responsible for disseminating and explaining new instructions, guidance, and SOPs to contracted employees. The deliverable would be a list of employee signatures stating they understand the new written guidance/instructions/SOPs.

6. CSWF Requirements: The OSPM will provide certificates and training information for maintaining certifications to the TPM upon receipt from the contracted employees. These requirements include

Security+ certificates, CEUs training completion acceptance from CompTIA for Security+, and certificates annually for OS certification.

7. Government Items Receipt and Return: The OSPM will notify the COR and TPM when a new contracted employee is due to arrive no more than one week prior to the contracted employee’s start date. The

OSPM shall obtain the assigned work area and issued equipment from the TPM. Indoctrination and in-brief appointments shall be coordinated by the OSPM. The OSPM shall notify the COR and TPM when a contracted employee notifies them of leaving employment or when the contractor terminates a contracted employee within one day of knowledge of the event. The OSPM shall return government issued equipment, badges, keys, and Common Access Card (CAC) to the TPM or COR the same day of contracted employee separation.

8. Annual “Lessons Learned” summary report: An annual “Lessons Learned” summary report shall be provided by the OSPM to the COR and TPM. The report will summarize major or cumulatively major work areas, suggesting improvements or efficiencies for the Client Services Department work processes.

Performance Standard:

1. Timeliness. The contractor shall deliver products within times specified.

2. Accuracy. Products shall be factually accurate, complete, and in accordance with USNA standards and policies, as well as other standards and deliverables as mutually agreed to by both the government and contractor.

3. Quality. Products shall be free of spelling and grammatical errors, formatted appropriately, and fully coordinated with stakeholders.

4. Compatibility. All products must be fully compatible with the format for Microsoft Word or WHD. Any attachments in WHD must be fully compatible with the format for Microsoft Word, Excel, PowerPoint, Access, MS Project and other application programs used to capture information. No product will be incompatible with USNA’s standard applications.

Monitoring Method:

1. Upon receipt of a deliverable or product by the government, the TPM will review and assess each deliverable to ensure its timeliness, accuracy, completeness, and whether it is in accordance with deadlines and guidance given.

2. Weekly and monthly reports will be delivered by the contractor to the government TPM. Due dates will be determined and agreed upon between contractor and government TPM.

3. WHD ticket entry will be reviewed by the government TPM and TQAs to evaluate timeliness and accuracy of ticket resolution. Requests for contracted assistance for supplemental support in the departmental areas will be evaluated by the TQAs.

4. Complaint resolution will be monitored by the government TPM by contacting the complaining customer to determine if the complaint has been resolved to the customer’s satisfaction.

3.2 ITSC Support

The contractor shall provide personnel to work in the ITSC. The ITSC is the initial point of entry for Ward Hall

(Nimitz Library during Ward Hall Renovation Project), the building in which ITSD is housed. In addition to providing walk-in CS problem resolution, the ITSC manages building access to Ward Hall (Hospital Point during Ward Hall

Renovation Project), account maintenance, and telephone assistance to USNA and AAC customers.

Performance Objectives:

1. The contractor shall provide staff to ensure the ITSC is open from Monday through Friday from 0700-1600.

Subject to change based on total personnel changes during option years.

2. The contractor shall ensure the ITSC staff handle walk-in customers in a friendly and professional manner.

Walk-ins can range from guests, customers, VIPs, and visitors. Subject to change based on total personnel changes during option years and pending building construction; that may result in layout changes.

3. The contractor shall ensure personnel are logged into the phone call center for answering customer phone requests while they are at their desks. Resolution of problems may include using remote access to view what the customer is reporting as an issue. Subject to change based on total personnel changes during option years and pending building construction; that may result in layout changes.

4. The contractor shall ensure ITSC personnel are capable of answering emails from customers providing proper, professional answers or requesting more detailed, pertinent information. Written communication is essential for representing the ITSC assigned contract personnel as helpful, customer-oriented professionals.

5. The contractor shall ensure ITSC contract personnel utilize WHD and other acceptable government-furnished software approved by USNA ITSD to log and track client calls, develop and maintain a historical database of client calls, and maintain a knowledge database to provide quick resolution for recurring requests.

6. The contractor shall ensure that the vast majority of incoming requests are resolved in the ITSC and only extremely difficult or application specific requests are referred to Tier 2 support, other ITSD departments, or deployed support personnel.

7. The contractor shall provide account maintenance for new, existing, and departing customers for enterprise level systems at USNA.

8. The contractor shall provide building access control for Ward Hall (Hospital Point during Ward Hall

Renovation Project), ensuring temporary or maintenance badges are issued only to authorized personnel.

Visitors, VIPs, maintenance personnel, delivery personnel are only authorized access based on approval by government personnel working within Ward Hall (Hospital Point during Ward Hall Renovation Project).

Performance Deliverables:

1. Daily WHD ticket entry: Tier 1 level support tickets resolved within the ITSC will be entered for work performed within the ITSC. Even minor tasks or quick answers shall be entered in WHD to document a customer issue in the event future action is required. Tickets that must be addressed by Tier 2, other departments within ITSD, or deployed CS support personnel shall have sufficient information for resolution of the ticket. Based on the problem type, sufficient information could include building, room, port number, workstation name, trouble-shooting done to attempt a resolution, and/or screen shots of the actual error received.

2. Account Maintenance: Acknowledgements of receipt of account requests will be emailed to requestors within four hours of receiving the request. Assignment of IT Services to customers will be done as soon as possible, but is dependent upon accuracy and completeness of forms requesting IT Services.

3. Weekly and Monthly ITSC Customer Support Report: Data provided weekly and monthly for the week or month covered should include the number of walk-in requests and the type of support request(s) made.

Additionally, the number of resolutions using remote access should be noted. This report is based on the walk-in application logs used when a customer first enters the ITSC.

4. ITSC coverage should be supplied as specified under Performance Objectives with zero complaints about customers walking into the ITSC and not having staff available to provide support.

Performance Standard:

1. Timeliness. The contractor shall resolve customer issues immediately, if possible, through telephone conversation, email, handling walk-in customers, or through remote assistance. Initial requests from customers should be responded to within 30 minutes of receiving the email/walk-in/phone report of problems, even if a resolution is not available in order to assure the customer that the request was received and will be addressed. The customer shall be provided the WHD ticket number to refer to, if status updates are required. Requests for account maintenance should be checked two to three times daily. If a request form contains errors or the employee to receive the account has not been entered in the appropriate User Repository database, the customer shall be notified within one hour of reviewing the request. Supervisors submitting requests for accounts shall be updated weekly on the status of the request.

2. Accuracy. Products shall be factually accurate, complete, and in accordance with USNA standards and policies, as well as other standards and deliverables as mutually agreed to by both the government and contractor.

3. Quality. Products shall be free of spelling and grammatical errors, formatted appropriately, and fully coordinated with stakeholders.

4. Compatibility. All products shall be fully compatible with the format for Microsoft Word or WHD. Any attachments in WHD shall be fully compatible with the format for Microsoft Word, Excel, PowerPoint, Access, MS Project and other application programs used to capture information. No product will be incompatible with the program's standard applications.

Monitoring Method:

1. Upon receipt of a deliverable or product, the government TPM or TQA in the ITSC will review and assess each deliverable to ensure its timeliness, its accuracy, completeness, and whether it is in accordance with deadlines and guidance given.

2. WHD ticket entry will be reviewed by the government TPM on a daily basis. Issues with timeliness, accuracy, or completeness shall be reported to the OSPM by the COR based on findings.

3. Account maintenance will be reviewed by the TQA in the ITSC to ensure timeliness and accuracy in response to customers.

4. The COR and TPM will randomly enter the ITSC to verify coverage.

5. The TPM and TQA will monitor the number of personnel logged into the incoming support phone call system to ensure personnel are logged into the system while at their desks.

6. Customer survey results will be monitored by the TPM and ITSC TQA to identify possible problem areas and reports of exceptional, positive feedback. Both positive and negative reports will be furnished to the

OSPM.

3.3 Academic Technical Support Center and Bancroft Hall Support

The contractor will provide CS support staff to be deployed into academic, staff, and military department(s) for immediate assistance to customers in classroom, lab, and office environments at USNA and the AAC. The distribution of the contract personnel may vary at different times during the academic year, but the workload requires that standard distribution will involve the need for several contractors per designated area. Temporary reassignment from the primary area to another area would only be authorized by the COR in coordination with the

PM.

Performance Objectives:

1. The contractor shall ensure Technical Support contract personnel coordinate with the COR/TPM to ensure that deployed personnel have the skills required for the assigned area.

2. The contractor shall ensure Technical Support contract personnel adheres to guidance as provided by the

TQA within their respective zone assignment. Communication from the contracted personnel to the TQA shall be regular and recurring with reports daily and Web Help Desk ticket entry for every duty with complete details on the problem and resolution.

3. The contractor shall ensure that the contract employees leave information on their assigned area door regarding their location if not at their desks. This ensures they can be located if they must leave their assigned space by either the TQA or by customers.

4. The contractor shall ensure that whenever the contract employees are at their desk or assigned space the lights will be on, the door unlocked, and the contract employee visible to walk-in customers.

5. The contractor shall ensure the contract employees maintain their work hours and provide a daily walk-through of classroom and lab areas to ensure they are in proper working order. Any visual identification of damaged or non-working devices should be addressed prior to classes commencing whenever possible.

6. The contractor shall ensure contract personnel are cognizant of class schedules to ensure they can address problems while class is not in session whenever possible.

7. The contractor shall ensure issues, problems, or complaints that cannot be resolved are escalated to the

TQA for that area. Rapid escalation shall be required for classrooms and labs, where failure of IT devices may affect classes within that area.

8. The contractor shall ensure any issues, which must be addressed while a class is in session, are reported immediately to the TQA in that area to ensure they are present and available for technical guidance and assistance.

Performance Deliverables:

1. Daily WHD ticket entry: WHD tickets may be assigned by the TQA, the TPM, the OSPM, or the ITSC.

Information shall be entered into the WHD ticket that outlines all steps taken to trouble-shoot and resolve the problem the same day as the problem was reported. If a problem has been encountered multiple times, a knowledge-base draft and recommendation shall be submitted to the TQA within that area.

2. Departmental Checks: Regular and recurring walkthroughs of offices, classroom, and labs are required to ensure all hardware and software is functional. Checks are done daily in the morning prior to class or outside of scheduled classes in the classrooms and labs.

3. Escalation of Problem Resolution: If issues are encountered and cannot be resolved, the issue shall be reported immediately to the TQA for the area. The deliverable shall be informal as an email to the TQA, or in the absence of the TQA, to the TPM. The TQA or TPM may reassign the problem or provide technical guidance to resolve the problem.

Performance Standard:

1. Timeliness. The contractor shall resolve customer issues immediately, if possible, through telephone conversation, on-site assistance, email, or through remote assistance. If resolution is not possible, notification to the TQA or TPM must be as soon as possible and should not exceed twenty minutes if a class is in session, one hour if a classroom is not in session, or within three hours if the issue is not a classroom or lab.

2. Accuracy. Products shall be factually accurate, complete, and in accordance with USNA standards and policies, as well as other standards and deliverables as mutually agreed to by both the government and contractor.

3. Quality. Products shall be free of spelling and grammatical errors, formatted appropriately, and fully coordinated with stakeholders.

4. Compatibility. All products must be fully compatible with the format for Microsoft Word or WHD. Any attachments in WHD must be fully compatible with the format for Microsoft Word, Excel, PowerPoint, Access, MS Project and other application programs used to capture information. No product will be incompatible with the program's standard applications.

5. Availability. Since much work will be outside of the standard work area, notification by writing on a whiteboard outside the work area must be maintained. This will ensure both customers and the TQA are aware of how to locate the contract employee.

Monitoring Method:

1. Upon receipt of a deliverable or product the government TPM or TQA in the respective area will review and assess each deliverable to ensure its timeliness, its accuracy, completeness, and whether it is in accordance with deadlines and guidance given.

2. WHD ticket entry will be reviewed by the government TPM or TQA on a daily basis. Issues with timeliness, accuracy, or completeness shall be reported to the OSPM based on findings.

3. The COR and TPM will randomly visit the work area of the contract personnel to ensure, if present, their lights are on, doors unlocked, and they are visible. If not present, the COR and TPM will determine if the information written on the white board of the work area is accurate for the location specified for the contract employee.

4. Customer survey results will be monitored by the TPM and TQA to identify possible problem areas and reports of exceptional, positive feedback. Both positive and negative reports will be furnished to the OSPM.

3.4 Shop Support

The contractor shall provide contract personnel to work in the Ward Hall Repair Shop (Hospital Point during Ward

Hall Renovation Project). The contract personnel shall assist in receipt, dispersal, storage, and disposal of computer equipment and procured devices. Repair can include hardware, software, and configuration in order to resolve issues with specific devices. Additionally, Shop Support shall provide customer support to Ward Hall

(Hospital Point during Ward Hall Renovation Project), Admissions, Administration, Museum, and Alumni Hall customers.

Performance Objectives:

1. The contractor shall provide contract personnel with appropriate hardware and software expertise based on certifications to support Shop operations.

2. The contractor shall ensure shop personnel adhere to standards and cybersecurity requirements for installation of approved software and hardware components.

3. The contractor shall ensure that shop personnel have the ability to carry, push, lift, or lower computer equipment from trucks, desks, or boxes. These items can weigh as much as 50 pounds.

4. The contractor shall provide regular assistance in deploying new hardware and return of life-cycle managed (LCM) hardware to be sent to the Defense Reutilization Management Office (DRMO) or for destruction at the National Security Agency (NSA). Hardware will be delivered and returned using a contractor supplied and fully insured vehicle driven by an insured contract employee.

5. The contractor shall provide documentation of hard disk drive (HDD) and other storage media disposal to include entry of information on the equipment to be destroyed in a spreadsheet, creation of destruction receipt forms, labels/envelopes for the return of the receipt forms, and any other documentation required by the NSA.

6. The contractor shall ensure that returned equipment is verified for warranty information and shall package/prepare parts or entire devices to be shipped to the vendor for warrantied materials. It may be necessary to consult with the TQA, Asset Management personnel, and personnel within the Finance

Department of ITSD to verify materials are covered by warranty and the proper procedures to return equipment, since it will vary by vendor.

Performance Deliverables:

1. Receipt of New Equipment: New equipment is received and stored without damage to the equipment and properly secured in a restricted area. The deadline for equipment varies and is determined by the Ward

Hall TQA based on available storage.

2. Receipt of Equipment to go to DRMO: Items are entered on a standard USNA form to check the equipment received with the actual equipment. Notification to Asset Management personnel is required prior to actual disposal of equipment.

3. Hard Disk Drive (HDD) Disposal and Documentation: The Shop is responsible for the destruction of all excess data storage devices in ITSD. These include but are not limited to hard drives, solid state drives, RAM, DVD's, thumb drives, and any other equipment that has or can store USNA data. Magnetic/platter hard drives may be destroyed in house using the ITSD-owned degausser and crusher devices. All other such media shall be turned into NSA at Ft. Meade for destruction. NSA and Navy regulations require that the Shop maintain spreadsheets of all media for destruction. The Shop shall also generate CMC Receipt for Destruction forms and coordinate Visitor Requests to Ft. Meade for each delivery of excess data storage devices.

4. LCM Management: Delivery of new computer devices to various areas at USNA and AAC and removal of old devices for DRMO or disposal must be agreed upon by the government TQA. Proper documentation shall be filled out for DRMO and NSA by contract employees.

5. Warranties: All returned items shall adhere to guidance provided by the vendor. These are subject to change and should be checked prior to packaging materials.

Performance Standard:

1. Timeliness. The contractor shall ensure equipment turnover is conducted quickly to prevent new equipment inventory remaining in Ward Hall (Hospital Point during Ward Hall Renovation Project) and to ensure there is no build-up of equipment to be sent to DRMO remaining in departmental areas. Inaction on the part of support personnel assigned to department(s) may cause a backlog for shop support personnel.

Such inaction shall be reported as soon as possible to the TPM.

2. Accuracy. Products shall be factually accurate, complete, and in accordance with USNA standards and policies, as well as other standards and deliverables as mutually agreed to by both the government and contractor. All forms, receipt letters, labels, and spreadsheets completed for HDD and media disposal must be 100% accurate. No HDD removed from a USNA computer shall be unaccounted for in regards to disposal.

3. Quality. Products shall be free of spelling and grammatical errors, formatted appropriately, and fully coordinated with stakeholders. Forms will be correctly filled in according to USNA, DRMO, NSA, and vendor standards.

4. Compatibility. All products must be fully compatible with the format for Microsoft Word, Excel, PowerPoint, Access, MS Project and other application programs used to capture information. No product will be incompatible with the program's standard applications.

5. Compliance. All work products, to include documentation, materials shipping, delivery of materials, and receipt of materials must be in full compliance with ITSD, USNA, DON, and DoD requirements. Material return to vendors must be in full compliance with vendor-specific guidelines.

6. Safety. Driving from one location to another in the performance of work requires moving through narrow streets among various visitors to USNA, who may not be aware of oncoming traffic. Speed limits are clearly posted and do not exceed 25 MPH and are frequently lower. Pedestrians have right-of-way at crosswalks. Parking is limited and not allowed in reserved areas. Should a driver of a contractor-owned vehicle break the law and receive a ticket, it would be the contractor's responsibility to pay the ticket.

Monitoring Method:

1. Upon receipt of a deliverable or product the government TPM will review and assess each deliverable to ensure its timeliness, its accuracy, and completeness in accordance with deadlines and guidance given.

2. The Ward Hall TQA will review and access all documents relating to warranties, receipt of new equipment, DRMO disposal, and HDD disposal.

3. The TPM will designate various personnel to spot check HDD disposal spreadsheets for 100% accuracy.

The checks will be random and designated personnel will vary to ensure no pattern to the checks.

4. LCM documentation will be checked by the TQA and the TPM.

5. Warranty information will be spot-checked by the TQA and TPM.

4.0 DELIVERABLES

The contractor shall provide the following deliverables in accordance with the schedule provided. Deliverables shall be in a format agreed upon by the government and contractor and delivered to the COR and TPM.

Monthly Reports are to be provided to the TPM from the contractor as a consolidated report two days prior to the end of the month. Final report is due within four working days of receipt of Government comments/questions and delivered to the COR and TPM.

Weekly Reports are to be provided to the COR and TPM from the contractor as a consolidated report every Friday at noon.

Other Deliverables are to be met as specified in Section Three of this PWS.

5.0 GOVERNMENT FURNISHED EQUIPMENT (GFE)

The contractor personnel shall have desk space assigned and have access to standard USNA telephone, computer, software, printer, and photocopy resources necessary to perform administrative tasks under this PWS.

The contractor shall ensure return of all computer equipment, external hard disk drives, headphones, microphones, and other peripheral devices to the TQA when a contracted employee is no longer employed by

USNA. All computer equipment and peripheral devices provided for contractor personnel remain the property of the government and are subject to monitoring and regulations regarding appropriate use of government equipment. The contractor personnel shall be provided building access cards and/or keys, which shall be returned to the TPM or COR when a contracted employee is no longer employed. All government furnished equipment to be issued is considered to be incidental to the place of performance.

6.0 GOVERNMENT FURNISHED INFORMATION (GFI)

The Government COR and TPM will provide the contractor with and/or arrange for the delivery to the contractor all relevant government information needed for project performance. After award of contract, the COR and contractor will engage in a kick-off meeting to resolve any questions or concerns and to establish deliverable deadlines. A schedule for regular, recurring meetings between the COR, TPM, and contractor will be arranged by mutual agreement.

7.0 CONTRACTOR FURNISHED EQUIPMENT (CFE)

Contractor employees are responsible for all transportation and equipment relocation needs as well as accountability for government-furnished items in accordance with government policies and procedures. Therefore, contractor employees shall possess valid federal or state driving credentials.

The contractor shall provide a vehicle for equipment transportation and equipment relocation throughout USNA and AAC as required. The state of Maryland requires drivers to be insured.

8.0 SECURITY

All contractor employee positions under this effort must be eligible to occupy Non-Critical Sensitive Positions (NCS

IT-II) as defined in DoD 5200.2-R, Personnel Security Program. As such, the federal investigative standards issued by the Office of the Director of National Intelligence (ODNI) and Office of Personnel Management (OPM) requires Tier 3 investigations for all individuals that work for or on behalf of the federal Government.

Approximately ninety (90) days is the standard service time for completion of a Tier 3 investigation by the Office of

Personnel Management (OPM). Contractor employees shall have a current Tier 3 Investigation with OPM, or Tier

3 investigation submitted and favorable FBI fingerprint results, and be in possession of a CAC prior to starting work at USNA.

Contractor employees must be a US citizen and possess a favorable trustworthiness determination prior to installation access. For prospective contractors who have already had a favorable background investigation, a Tier

3-R will be required for reinstatement. To obtain a favorable trustworthiness determination, each contractor employee must have a favorably completed Tier 3 investigation. Each contractor employee applying for a trustworthiness determination is required to complete:

● A DD-1172 (Application for Identification Card/DEERs Enrollment) submitted to the government COR.

● A completed SF-86 (Questionnaire for National Security Positions) entered electronically in a DoD approved system. This includes the release statements portion of the SF-86. The FSO for the contract arranges for the prospective employee to gain access to the appropriate system to enter information.

● Fingerprints entered in a DoD approved system to be submitted along with the SF-86. The FSO for the contract schedules fingerprint appointments.

Failure to provide the required documentation at least 30 days prior to the individual's start date shall result in delaying the individual's start date unless the Navy Command Security Manager determines the individual has a completed background investigation and can report earlier. To maintain continuing authorization for an employee to access a DoD unclassified computer/network, and/or have access to sensitive unclassified information, the contractor shall ensure that the individual employee has a current requisite background investigation. The

Contractor's Security Representative shall be responsible for initiating reinvestigations as required and ensuring that background investigations remain current throughout the contract performance period.

8.1 CONTRACTOR REQUIRED CERTIFICATION

Contractor personnel must have obtained the prior certifications prior to the start of work.

DoD Instruction (DODINST) 8570.1 requires DoD activities to identify their Information Assurance (IA) workforce with classifications to level of technical access to DoD systems. This contract requires personnel identified at the

Information Assurance Technician 2 (IAT2) level. DODINST 8570.1 specifies the certifications required for each

IAT level and the certifying officials designated to provide certification tests. Additionally, IAT2 level personnel are required by DODINST 8570.1 to have an Operating System (OS) certification annually.

Per AP3.2.6 of DODINST 8570.1, certification is also required for an Operating System (OS) used within the work environment. The work environment at USNA requires a Microsoft Windows 11 certification for all personnel.

Additionally, a representative set of personnel would require Linux or Apple certifications. The Apple certification appropriate for USNA is the Apple Certified Support Professional. Linux certification appropriate for USNA is the

Linux Professional Institute Level 1 (LCP-1) or CompTIA Linux+. A matrix of certification requirements for certifications is below.

Upon receipt of each contracted employee's certification, the contractor shall notify the COR/TPM supplying proof of

Type of Work IA Certification

Requirement

Other Certification Requirements

ITSC Support Security+ Windows 11 certification (all personnel)

Academic Technical Support Security+ Windows 11 certification (all personnel), Linux OS (1 personnel), Apple OS (1 personnel)

Bancroft Hall Support Security+ Windows 11 certification (all personnel)

Shop Support Security+ Windows 11 certification (all personnel), A+ (all personnel) certification. The COR/TPM will notify the ITSD Information Systems Security Manager (ISSM), who will enter the contracted personnel in the system of record for identifying Cybersecurity Work Force personnel.

Each certifying agency requires additional training in the form of Continuing Education Units (CEU) to ensure certification remains consistent with current IT practices. The contractor shall ensure all personnel maintain their certification after initialing receiving the certification.

Per NAVADMIN 084/15, dated April 15, 2015, paragraph 2, all Navy Cybersecurity Workforce (CSWF) personnel

(active duty, reserve, civilian, and contractor) are required to hold valid cybersecurity baseline credentials and complete 40 hours of continuing education units (CEUs) each year. Failure to complete this annual requirement and maintain the appropriate credentials for a cybersecurity position places the employee at risk for removal from the CSWF position requiring credentials. This is a DoN requirement for annual CEUs, which supersedes whatever

CEUs are required by the certifying agency.

Certifications shall be required to be completed and current from the first day the contracted employee begins work at USNA. For the first year of the contract, there will be a sixty (60) day grace period for employees to complete their Operating System (OS) training and obtain certification. This does not apply to other certifications.

All subsequent option years will require all certification be in place prior to employees beginning work at USNA.

INFORMATION ASSURANCE CONTRACTOR TRAINING AND CERTIFICATION (JAN 2008)

(a) The Contractor shall ensure that personnel accessing information systems have the proper and current information assurance certification to perform information assurance functions in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program. The Contractor shall meet the applicable information assurance certification requirements, including—

(1) DoD-approved information assurance workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01-M; and

(2) Appropriate operating system certification for information assurance technical positions as required by

DoD 8570.01-M.

(b) Upon request by the Government, the Contractor shall provide documentation supporting the information assurance certification status of personnel performing information assurance functions.

(c) Contractor personnel who do not have proper and current…