Attachment 1 - PWS USSOCOM Enterprise Network Services

H92222-10-R-0032

Attachment 1: Performance Work Statement, USSOCOM Enterprise Network Services

August 30, 2010

1.0 Introduction

2.0 Background and Historical Summary

3.0 Applicable Conditions

3.1 Locations for Work Performance

3.2 Contractor Security

3.3 Safeguarding Classified Information and Materials

3.4 Security Management Support

3.5 Compliance with DoD / USSOCOM IT Standards

3.6 Security and Classification

3.7 Equipment

3.8 Leverage of USSOCOM IT Operations Management Tools

3.9 Deployment of Contractors

4.0 Information Technology Management Office (ITMO)

4.1 ITMO Objectives

4.1.1 Efficient and Cost Effective Operations

4.1.2 Enterprise-wide IT Service Management Standards

4.1.3 Provide End-User Centric Delivery

4.2 ITMO Management Responsibilities

4.3 ITMO IT Service Area Responsibilities

5.0 Enterprise Networks Contractor Scope of Support

5.1 Geographic Coverage

5.2 EN Contractor Responsibilities

5.3 Service Delivery Manager

5.4 Subject Matter Expertise Functions

5.5 Provision of Hardware and Software

5.6 Service Delivery Cooperation and Coordination

6.0 Enterprise Networks Transition Management Support Services

6.1 Enterprise Networks Transition Planning Services

6.2 Enterprise Networks Transition Execution Services

6.3 Enterprise Networks Stabilization and Post-Transition Review Services

7.0 Enterprise Networks Service Management Support Services

7.1 Enterprise Networks Management Services

7.1.1 Global NetOps Control Center (GNCC)

7.1.2 WAN / MAN / CAN / LAN / VPN Services

7.1.3 Voice Network Services

7.1.4 Video Network Services

7.1.5 USSOCOM Strategic Entry Point (SSEP/MSSEP) Support Services

7.1.6 SCAMPI/Satellite Support Services

7.1.7 SOF Integration Facility (SIF) Support Services

7.1.8 New Facility/Deployment Installs, Moves, Adds, and Changes (IMACs)

7.2 EN Contractor Service Strategy Management Support

7.2.1 IT Governance

7.2.2 Strategic and Tactical Planning

7.2.3 Demand Management

7.2.4 Service Delivery Relationship Management

7.2.5 Service Portfolio Management

7.2.6 Enterprise Architecture Strategy Support Services

7.2.7 Account Management

7.2.8 IT Resource, Training, and Knowledge Transfer Management

7.2.9 Risk Management

7.2.10 Compliance Management

7.3 EN Contractor Service Design Management Support

7.3.1 Availability Management

7.3.2 Service Continuity

7.3.3 Capacity Management

7.3.4 Planning and Analysis

7.3.5 Service Level Monitoring

7.3.6 Project Management

7.3.7 Requirements Definition

7.3.8 Design Specifications

7.3.9 Engineering and Development

7.4 EN Contractor Service Transition Management Support

7.4.1 Equipment Installation Planning and Coordination

7.4.2 Asset Management

7.4.3 Software License Management

7.4.4 Configuration Management

7.4.5 Change Management

7.4.6 Implementation and Migration Management

7.4.7 Release Management

7.4.8 Validation, Integration, and Testing

7.4.9 Enterprise Networks SOF Integration Facility (SIF) Support Services

7.4.10 Service Delivery Document Management

7.4.11 IT Training and IT Knowledge Transfer

7.5 EN Contractor Service Operation Management Support

7.5.1 Installs, Moves, Adds, Changes (IMACs) Services

7.5.2 Incident Management

7.5.3 Problem Management

7.5.4 Enterprise Networks Monitoring and Reporting Services

7.5.5 Technology Performance Management Services

7.5.6 Backup and Recovery

7.5.7 Environment and Facilities

7.5.8 Maintenance

7.5.9 Operations and Administration

7.5.10 Documentation

7.6 EN Contractor Continual Service Improvement Management

7.6.1 Quality Assurance/Quality Control Services

7.6.2 Independent Performance Assurance and Benchmarking Services

7.7 Information Assurance Coordination

7.7.1 Enterprise Networks General Information Assurance Services

7.7.2 Enterprise Networks Firewall Management Services

7.7.3 Enterprise Networks Intrusion Detection Services

7.7.4 Enterprise Networks Security Compliance and Management Services

8.0 Enterprise Networks Transition-Out Services (End-of-Contract)

1.0 Introduction

The United States Special Operations Command (USSOCOM) has a requirement to provide enterprise-wide information technology (IT) services and distribution to USSOCOM and all of its respective Components and Theater Special Operations Commands (TSOCs), through a more modern, flexible, scalable, performance-based service management and delivery framework known as Special Operations Forces Information Technology Enterprise Contracts (SITEC).

The SITEC service delivery environment is comprised of a series of interconnected IT systems whose purpose is the integration of information, applications and processes throughout USSOCOM’s global operations as well as across Department of Defense (DoD) organizational boundaries.

The SITEC acquisitions will contribute to enhancing USSOCOM’s ability to support the USSOCOM mission, as well as meet the DoD acquisition parameters. Led by the ITMO, the SITEC acquisitions will contribute to an enterprise-wide information-age transformation by building the foundation for increased operations efficiency, capabilities, and delivery flexibility through standardized and consistently-applied policies, procedures, oversight, resource allocation, and the provision of value-added support.

USSOCOM is establishing an Information Technology Management Office (ITMO) that will manage the acquisition, transition, coordination, and ongoing management of all IT service areas to provide enterprise-wide consistency and standardization in support of three major services:

(a) operations, maintenance, and continuous enhancement of the USSOCOM IT systems, as well as the evolution or replacement of these systems, to achieve the target state SOF Information Environment (SIE) through an ongoing series of integrated and interdependent engineering activities;

(b) multi-tier, end-user support of 74,000+ SITEC users in every country where USSOCOM has a presence on a 24-hour, 365-day a year basis using various communications channels, including telephone, email, web chat, voice/video teleconferencing; and

(c) operations and maintenance of all production networks and production workstations used directly in the management and operation of USSOCOM global IT environment.

Information Technology (IT) is a significant enabler of the USSOCOM mission. USSOCOM requires continuing support for the operations and maintenance of the Command’s IT environment. To contribute to USSOCOM mission achievement, IT services must be well-integrated, flexible, and adaptable across all IT service areas, with the ability to rapidly scale in response to USSOCOM’s dynamic mission requirements.

The ITMO is responsible for management of all SITEC services through multiple IT service providers and creation of a well-integrated service delivery team environment for the Command’s mission supporting all global IT infrastructure and operations. In order for

USSOCOM it to achieve its objectives, USSOCOM requires the services of a highly qualified IT networks service provider with the skills and experience to provide enterprise-wide support for provisioning, operating, administering, troubleshooting, repairing, and managing all of aspects of USSOCOM’s data, voice, and video networks (Enterprise Network Contractor). These networks include the USSOCOM wide area network(s) (WAN), metropolitan area network(s) (MAN), campus area network(s) (CAN), local area network(s) (LAN), Virtual Private Network (VPN), Voice over Internet Protocol (VoIP) Networks, Video Networks, Test and Integration network, and network- related Information Assurance activities, as well as other networking technology as may be deployed at a future date in a manner that will meet specific objectives identified below.

The Enterprise Network Contractor shall plan and perform the initial transition process to migrate the various IT network services from the USSOCOM Enterprise Information Technology Contract (EITC), which expires 31 March 2011, to the USSOCOM SITEC-selected Enterprise Networks service provider (the EN Contractor). As IT network services are transitioned to the Enterprise Network Contractor, the EN Contractor shall provide support to the ITMO, and any designated representative(s), in coordinating the integration and implementation of all interdependent IT service area technology and services with all other IT service providers and their representatives during transition, as well as ongoing management throughout the duration of the agreement. USSOCOM’s goal is to establish a well-coordinated, collaborative, tightly-integrated cross-discipline IT service provider delivery team comprised of the collective set of all SITEC service providers.

2.0 Background and Historical Summary

USSOCOM was formed in 1987 and is a unified combatant command of the Department of Defense. USSOCOM’s mission is to provide fully capable Special Operations Forces (SOF) to defend the United States and its interests, and to plan and synchronize operations against terrorist networks. USSOCOM is responsible for training and equipping all DoD SOF to perform missions anywhere in the world at any time. Specific responsibilities of USSOCOM include developing, acquiring, integrating, fielding, and supporting special operations peculiar equipment, material, supplies and systems and ensuring the interoperability of equipment and forces.

USSOCOM is comprised of: a headquarters at MacDill Air Force Base (AFB), FL; one sub-unified command—the Joint Special Operations Command (JSOC)—at Fort Bragg, NC; and four component commands: the United States Army Special Operations Command (USASOC) at Fort Bragg, NC, the Naval Special Warfare Command (NAVSOC) at Coronado, CA, the Air Force Special Operations Command (AFSOC) at Hurlburt Field, FL, and the Marine Corps Forces Special Operations Command (MARSOC) at Camp Lejeune, NC. In addition, each of the Combatant Commanders has an attached TSOC that provides theater-related special operations strategy and planning efforts.

The SIE is USSOCOM’s worldwide IT infrastructure. The SIE encompasses all SOF IT assets throughout the Command, down to the deployed sensor and shooter. The SIE houses USSOCOM’s data centers and related enterprise services, as well as SOF’s global terrestrial and satellite connectivity. The current SIE vision and concept of operations has been documented by USSOCOM Chief Information Office (CIO) organization and is considered an underpinning set of Information Technology (IT) capabilities required for the SOF community.

Unless otherwise specifically identified, throughout the remainder of this document, all references to USSOCOM, USSOCOM enterprise, and enterprise-wide shall be considered to be all inclusive of all IT infrastructure hardware, software, and networks, and applications utilized within USSOCOM, USASOC, NAVSOC, AFSOC, MARSOC, JSOC, and TSOCs, as well as all related sites and facilities.

The remainder of this document is organized as follows:

• Section 3 of this PWS describes significant applicable conditions that apply to all of the services that the contractor shall deliver under this PWS.

• Section 4 of this PWS describes the overall governance and operational framework under which the contractor shall perform its services.

• Section 5 describes the general scope and extent of the services that the contractor shall provide.

• Section 6 describes the high-level transition-in tasks and activities that the contractor shall perform and the Government will retain responsibility to in transition the Enterprise Network Service Area operations from an existing service provider to the Enterprise Network Contractor.

• Section 7 describes the post-transition ITIL-based services and associated tasks and activities that the Enterprise Network Contractor shall perform and Government will retain responsibility for day-to-day delivery and management of the Enterprise Network Service Area operations.

• Section 8 describes the high-level tasks and activities that the contractor shall perform pertaining to transitioning the Enterprise Network Service Area operations to a Government-designated service provider as a result of expiration or termination of the contract.

3.0 Applicable Conditions

The significant conditions that affect the SITEC acquisition are Locations for Work Performance, Contractor Security, Safeguarding Classified Information Materials, Security Management Support, Compliance with DoD / USSOCOM IT Standards, Security and Classification, Equipment, Compliance with USSOCOM Management Tools, and Deployment of Contractors.

These conditions are further described below.

3.1 Locations for Work Performance

All support provided in this PWS shall be performed onsite within USSOCOM facilities, or other Government provided or designated facilities, unless otherwise agreed upon and approved in advance by the Government.

3.2 Contractor Security

Security will be in accordance with the attached DD254. The majority of EN Contractor personnel supporting this contract shall require a TS-SCI clearance to perform onsite project work. At the start of the contract, the Government will determine the required security clearance levels that Contractor personnel must hold for performing their specified tasks supporting this contract. The Contractor shall obtain COR approval prior to allowing contractor personnel with the requisite security clearances to perform services under this contract. At the discretion of the Government, selected individuals supporting this contract will require access to Special Access Program (SAP) information. Access to SAP information requires the requisite security clearance based on a security investigation with a date less than 5 years old and requires employees to undergo additional personnel security screening meeting the DoD SAP-accessing directives and policies. The EN Contractor will require access to SCI, SAP, and Focal Point material in performance of this effort. The EN Contractor will require access to Non-Secure Internet Protocol Router Network (NIPRNet), Secret Internet Protocol Router Network (SIPRNet), and the Joint Worldwide Intelligence Communications System (JWICS) computer systems at Government and NIPRNET access at Contractor facilities; NIPRNET access from Contractor facilities shall be subject to approval by USSOCOM. Contractor will be authorized to courier classified information up to the TS/SCI level in performance of official duties upon approval of and designation by the COR.

3.3 Safeguarding Classified Information and Materials

The EN Contractor will ensure requirements are fulfilled for: safeguarding classified information and classified materials, obtaining and verifying personnel security clearances, verifying security clearances and indoctrination of visitors, controlling access to restricted areas, protecting government property, and the security of automated and non-automated management information systems and data. The EN Contractor's management system shall prevent unauthorized disclosure of classified and sensitive unclassified information. The Government shall be immediately notified if any security incident or any indication of a potential unauthorized disclosure or compromise of classified or sensitive unclassified information.

3.4 Security Management Support

The EN Contractor will provide security management support. Typical efforts include, but are not limited to, performing classified document control functions, classified materials inventories, program access requests, preparing and monitoring personnel indoctrination and debriefing agreements, and maintaining and using security-related databases.

3.5 Compliance with DoD / USSOCOM IT Standards

The EN Contractor shall perform all service delivery responsibilities in compliance with all DoD and USSOCOM IT standards, direction, and guidance, as well as other applicable service delivery documents. The EN Contractor shall develop and implement processes to perform compliance monitoring and periodic assessments of all IT service providers performing work under the SITEC service delivery approach to validate that their respective services and solutions are both conforming and compliant with all applicable DoD and USSOCOM direction and guidance, as well as all other applicable documents.

3.6 Security and Classification

The USSOCOM IT infrastructure uses multiple network and computing platforms for processing, routing, and delivery of data, voice, and video communications. The networks in use include the Non-Secure Internet Protocol Router Network (NIPRNet), Secret Internet Protocol Router Network (SIPRNet), the Joint Worldwide Intelligence Communications System (JWICS).

USSOCOM may also use communications platforms not currently identified or defined.

3.7 Equipment

The Government will furnish office space and equipment (computers, desks, facsimile machines, copy machines, telephones) for EN Contractor personnel performing work in Government facilities under this contract.

3.8 Leverage of USSOCOM IT Operations Management Tools

The EN Contractor shall use USSOCOM's suite of service operations management and information assurance management equipment and software tools for performing all day-to-day operations of the SIE. The EN Contractor shall not install and/or utilize any software or hardware that is not authorized for use by USSOCOM CIO.

3.9 Deployment of Contractors

Contractor staff may be required to travel to OCONUS locations, including war zones. Such deployment shall be subject to FAR 52.228-3, Workers’ Compensation Insurance (Defense Base Act). Any such deployment will be authorized by the designated Contracting Officer, unless otherwise delegated.

4.0 Information Technology Management Office (ITMO)

The Information Technology Management Office (ITMO) is responsible for providing all aspects of government oversight for the enterprise-wide strategic delivery of IT service operations across all IT Service Areas, including the Enterprise Networks Service Area. The primary responsibilities of the ITMO are to define and establish standard enterprise-wide IT service delivery policies, procedures, and associated governance practices for managing, monitoring, coordinating, integrating, prioritizing, performance reporting, and supporting the delivery of all IT services, as well as overseeing and directing the activities of the service delivery of all IT service providers. The ITMO is a division within USSOCOM J6/CIO organization. The ITMO will augment USSOCOM capabilities to establish enterprise-wide IT service management (ITSM) and delivery standards. The ITMO will also support the J6/CIO divisions in translating USSOCOM’s strategic IT mission objectives into executable operational actions and managing the day-to-day service integration and performance of all IT service providers to achieve the Command’s mission objectives.

4.1 ITMO Objectives

USSOCOM has identified the following key SIE objectives:

4.1.1 Efficient and Cost Effective Operations

Enable efficient and cost-effective operations and maintenance of the SIE to:

a) Ensure continual improvement in customer satisfaction and technical performance;

b) Minimize the cost of operating and maintaining the current technical environment while meeting or exceeding performance targets;

c) Achieve high availability, reliability, and response time of the Primary System, Disaster Recovery (DR), and USSOCOM environments; and

d) Assist in establishing a standardized and integrated enterprise-wide information assurance (IA) security environment that optimizes mission IT systems protection, IT operations availability, and ongoing threat prevention and elimination capabilities.

4.1.2 Enterprise-wide IT Service Management Standards

Define and establish enterprise-wide standard Service Delivery and Service Management processes and procedures:

a) Establish a framework that enables disciplined management and execution of changes to the system and the configuration management of those changes

b) Enable systematic and proactive planning to ensure high availability, reliability, and responsiveness of the system while adapting to and implementing frequent changes

c) Establish a quality control environment that encourages and reinforces appropriate testing of new capabilities to prevent adverse impact to operations or the user’s experience during system modifications and upgrades

d) Enable the evolution from a single Contractor-maintained SIE to a “best-in-class,” secure, interoperable, scalable, and well-integrated ITMO managed SIE without unplanned loss of capability and without negative impact on performance, and with full support of and compliance with DoD components and DoD's Joint Interagency, USSOCOM, and Multinational Mission partners

e) Maximize component re-use and leverage open standards to achieve maximum interoperability

4.1.3 Provide End-User Centric Delivery

Provide a service management environment that enables superior end-user service delivery:

a) Establish and implement a well-organized, structured project transition management team and plan capable of delivering a smooth transition from the incumbent Contractor to ITMO managed service providers with no performance degradation

b) Define and implement a flexible and responsive service management framework and delivery methodology capable of quickly and effectively responding to new IT service needs and mission requirements (e.g., expanded processing capacity, rapid deployment of new technology, etc.)

c) Achieve customer-focused service delivery performance targets that align all IT service contractors’ services to USSOCOM’s mission support requirements and needs

4.2 ITMO Management Responsibilities

The ITMO service management responsibilities encompass all IT process definition and management, compliance oversight management, service delivery coordination and operations oversight management for the following Information Technology Service Management (ITSM) activities. All of the ITSM activities listed below are based upon the Information Technology Infrastructure Library Version 3 (ITIL v3) guidelines, details of which are provided in Sections 6, 7, and 8 of this PWS.

1. IT Service Area Transition Management Support Services

1.1 IT Service Area Transition Planning Services

1.2 IT Service Area Transition Execution Services

1.3 IT Service Area Stabilization and Post-Transition Review Services

2. Service Strategy Management Support

2.1 IT Governance Services

2.2 Strategic and Tactical Planning Services

2.3 Demand Management Services

2.4 Service Delivery Relationship Management Services

2.5 Service Portfolio Management Services

2.6 Enterprise Architecture Strategy Support Services

2.7 Account Management Services

2.8 IT Resource, Training, and Knowledge Transfer Management Services

2.9 IT Risk Management Services

2.10 Compliance Management Services

3. Service Design Management Support

3.1 Availability Management Services

3.2 Service Continuity Services

3.3 Capacity Management Services

3.4 Planning and Analysis Services

3.5 Service Level Monitoring and Reporting Services

3.6 Project Management Services

3.7 Requirements Definition Services

3.8 Design Specifications Services

3.9 Engineering and Development Services

4. Service Transition Management Support

4.1 Equipment Installation Planning and Coordination

4.2 Asset Management Services

4.3 Software License Management Services

4.4 Configuration Management Services

4.5 Change Management Services

4.6 Implementation and Migration Management Services

4.7 Release Management Services

4.8 Validation, Integration, and Testing Services

4.9 Enterprise Networks SOF Integration Facility Support Services

4.10 Service Delivery Document Management Services

4.11 IT Training and IT Knowledge Transfer Services

5. Service Operation Management Support

5.1 Incident Management Services

5.2 Problem Management Services

5.3 Enterprise Networks Monitoring and Reporting Services

5.4 Technology Performance Management Services

5.5 Information Assurance Management Services

5.6 Backup and Recovery Services

5.7 Environment and Facilities Support Services

5.8 Maintenance Services

5.9 Operations and Administration Services

5.10 Documentation Services

6. Continual Service Improvement Management Support

6.1 Quality Assurance/Quality Control Services

6.2 Independent Performance Assurance and Benchmarking Services

7. Information Assurance (IA) Support Services

8. IT Service Area Transition Out Services (End-of-Contract)

USSOCOM considers these processes and functions to be essential services for the effective delivery of IT services across the command. These functions are applicable to each SITEC IT Service Area, including Enterprise Networks, and must be uniformly implemented, applied, maintained, and managed enterprise-wide across all USSOCOM geographies / sites to ensure that all of USSOCOM’s SIE information technology environments are supported within common and consistent IT lifecycle service and process frameworks (e.g., Information Technology Infrastructure Library (ITIL); Capability Maturity Model Integration (CMMI), etc.).

4.3 ITMO IT Service Area Responsibilities

The ITMO is responsible for managing the enterprise-wide service delivery and performance of all SITEC IT Service Area providers, which includes the following:

1. IT Service Management Contractor – provides assistance to the USSOCOM ITMO for performing the strategic and tactical activities and tasks defining, documenting, maintaining, monitoring, and ensuring compliance with enterprise-wide IT Service Management (ITSM) processes, procedures, policies, service performance parameters related to service

2. Enterprise Networks Contractor – provides management, operations, maintenance, and support for USSOCOM’s global enterprise data, voice, and video networks including all circuits and network nodes and supporting equipment and software (e.g., NIPRNET, SIPRNET, JWICS)

3. Data Center Contractor – provides management, operations, maintenance, and support of both centrally-located and remotely-located server and storage equipment and software

4. Distributed Computing Contractor – provides management, operations, maintenance, and support for SITEC enterprise-wide end-user computing devices and peripherals;

5. Applications Management Contractor(s) – provides services for application development and maintenance of Commercial Off the Shelf (COTS), Government Off the Shelf (GOTS), and custom-developed applications

6. Specialty Services Support Contractor(s) – provides a range of IT services related to Command-specific IT support requirements

7. C4I Production Support Contractor(s) – provides services for designing, building, and deploying customized integrated computing and communications systems

USSOCOM will obtain support for each of these SITEC IT Service Areas through individual contracts issued by the Government. The ITMO has established Service Level Agreements (SLAs) for each of these contracts identifying the scope of work and the service requirements necessary for each IT Service Area. In support of these SLAs, the EN Contractor is required to work openly and cooperatively with the ITMO, as well as all other SITEC IT Service Area providers, to ensure that all USSOCOM IT services are delivered through a well coordinated and collaborative effort (e.g., Information Assurance and network security coordination across all areas).

The Government may award additional contracts for any of the following enterprise-wide IT services in support of the USSOCOM SIE. In that event, the EN Contractor will be required to cooperate with the selected IT service providers to achieve mutually successful missions.

1. SIE asset inventory audits

2. USSOCOM customer community communications, marketing, and outreach services

3. Independent verification and validation (IV&V) and quality assurance activities

4. Additional ITMO management or project support as required

5.0 Enterprise Networks Contractor Scope of Support

The Enterprise Networks Contractor (EN Contractor) shall provide enterprise-wide network support services to manage USSOCOM’s global enterprise IT data, voice, and video communications networks providing coverage for USSOCOM Headquarters, all Component Commands, TSOCs, and subordinate commands, to include all services as specified in this

PWS.

The ITMO will coordinate priorities for all strategic and tactical network management tasks and activities essential for USSOCOM to optimize enterprise-wide IT operational performance of network resources. The EN Contractor will perform the day-to-day operations to facilitate USSOCOM’s ongoing ability to effectively and efficiently optimize delivery and performance of enterprise networks IT services and establish a reliable, resilient, flexible, and scalable IT environment to support USSOCOM in achieving and sustaining SIE mission goals and objectives.

Unless otherwise stated within this PWS, all tasks, activities, responsibilities, and obligations specified as an Enterprise Network Contractor service requirement only applies to operations and management of the hardware, software, and services identified within this PWS as belonging to the Enterprise Networks IT Service Area and related environment interconnectivity. In no case will the Enterprise Networks Contractor be responsible for managing or performing work, defining or implementing processes, or for providing any resources or recommendations pertaining to any other IT Service Area other than Enterprise Network Services.

5.1 Geographic Coverage

The EN Contractor shall support the USSOCOM enterprise-wide network environment within the Continental United States (CONUS) and Outside the Continental United States (OCONUS), including any combination of any USSOCOM Component and TSOCs facilities as best meets USSOCOM’s objectives.

Unless otherwise stated in this PWS, the EN Contractor shall provide the Enterprise Networks support 24 hours a day/ /365 days a year. This includes manning USSOCOM’s centralized Global NetOps Control Center (GNCC), for monitoring and responding to all network-related events that threaten USSOCOM’s IT mission ability to reliably provide data, voice, or video telecommunication connectivity and content delivery between any of its globally-located network nodes.

The EN Contractor shall support the network telecommunications needs of the entire USSOCOM IT user community, including all government, civilian, contractor, and consultant personnel employed by, attached to, or working for USSOCOM at any given point in time, and any other USSOCOM-authorized personnel.

Details regarding the tasks and the associated roles and responsibilities that the EN Contractor shall provide regarding the enterprise networks support requirements are specified in the “Roles and Responsibilities” tables within this PWS.

5.2 EN Contractor Responsibilities

The EN Contractor shall establish and maintain an IT Service Management environment that aligns with the ITIL v3 framework. The EN Contractor shall provide a management team structure that aligns with the Command’s and the ITMO’s internal IT management requirements.

The EN Contractor’s team shall include key senior representatives who will be responsible for performance of the EN Contractor tasks and activities as specified below:

1. Supporting USSOCOM in protecting the on-going mission interests of the Command

2. Supporting USSOCOM strategic and tactical service planning and service design processes for the Command’s enterprise networks IT Services, including ensuring consistent IT linkage and alignment to overall mission objectives and technology standards and architectures

3. Supporting USSOCOM day-to-day IT operations management processes pertaining to enterprise networks service transition, service operations, and continual service improvement across the USSOCOM enterprise

4. Supporting USSOCOM in managing and maintaining IA integrity of all enterprise network resources from external and internal security threats

5. Supporting USSOCOM in the operational integration and coordination of enterprise networks IT service delivery with all other USSOCOM SITEC IT service providers

6. Managing enterprise networks service delivery in accordance with the respective IT service performance metrics, including contracted Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and Associate Contractor Agreements (ACAs)

5.3 Service Delivery Manager

The EN Contractor shall identify Networks Operations Manager(s) for each of the primary Enterprise Networks technical domains it is responsible for managing (i.e., data networks, voice networks, and video networks). The EN Contractor’s Network Operations Manager(s) shall be considered key personnel responsible for coordinating and managing the day-to-day Enterprise Networks operational environments and relationships, resource utilization, and service delivery activities in cooperation and coordination with the ITMO, all other IT Service Area service providers, and any third party providers associated with delivering or supporting various network interconnectivity and content transport (e.g., Government or Commercial). The EN Contractor Service Delivery Managers will be responsible for providing USSOCOM mission support to optimize network service delivery, minimize service disruptions, and facilitate resolution of disputes and service delivery issues that may arise between the Contractor and other SITEC IT Service Area providers.

5.4 Subject Matter Expertise Functions

When required by the Government, the EN Contractor shall designate individual(s) to address IT network technology and service delivery subject matters related to: network performance and process management; network architecture, design, configuration, and technology management; network security management and protection; network standards and quality assurance management; transition management; and such other network-related subject areas where USSOCOM deems it lacks appropriate skills and proficiency. The EN Contractor subject matter expert(s) (SMEs) will meet with the ITMO to develop and make recommendations on potential courses of action and develop actionable plans to address Government-approved course(s) of action.

5.5 Provision of Hardware and Software

The EN Contractor shall utilize the hardware and software provided by USSOCOM to manage delivery of all enterprise network services, including USSOCOM’s network operations monitoring tools. USSOCOM shall provide, and retain ownership of, all SIE IT hardware and software assets that are used enterprise-wide for supporting the USSOCOM IT mission.

The EN Contractor shall recommend, through the Value Engineering Change Process (VECP), hardware and software acquisitions to improve the SIE. USSOCOM will evaluate Contractor recommendations and determine if such new, additional tools or systems will provide reasonable economic and mission benefit to acquire and implement.

5.6 Service Delivery Cooperation and Coordination

The Enterprise Network Contractor shall perform all of its IT service delivery activities in close cooperation and, coordination with all other IT service providers working on SITEC to ensure the smooth, successful enterprise-wide transition and ongoing day-to-day service delivery for all IT Service Areas, which at minimum includes IT Services provided by the following IT service providers:

1. IT Service Management Contractor – enterprise-wide day-to-day IT service delivery operations support and performance monitoring

2. IT Service Desk Contractor – transition and day-to-day operations support from the Incumbent delivery model to the SITEC delivery model focusing on an enterprise-wide end-user single-point-of-contact support for resolving IT-related incidents and service requests

3. Data Center Contractor – transition and day-to-day operations support from the Incumbent delivery model to the SITEC delivery model focusing on an enterprise-wide mid-range servers, data storage, and collaboration services infrastructure

4. Distributed Computing Contractor – transition and day-to-day operations support from the Incumbent delivery model to the SITEC delivery model

5. Application Management Contractor(s) – transition and day-to-day operations support from the Incumbent delivery model to the SITEC delivery model

6. Specialty Services Contractor(s) – transition and day-to-day operations support from the Incumbent delivery model to the SITEC delivery model

7. Transition and day-to-day operations support for any other IT Service Areas to another provider and/or transition of any other Government-specified IT services that effect or will be effected by USSOCOM’s Enterprise Network system or service delivery changes

6.0 Enterprise Networks Transition Management Support Services

Task Overview

The EN Contractor shall have primary enterprise-wide responsibility for transitioning all of USSOCOM’s data, voice, and video distribution networks and related network management and support services from the EITC environment to the SITEC service environment. The EN Contractor shall provide and perform all services in accordance with the conditions and support parameters stated in Section 2, 3, 4, and 5 of this PWS.

The EN Contractor shall transition all SIE Enterprise Networks Management Service Area functions, services, and system administration without causing any disruption to USSOCOM IT mission operations or customer service.

Enterprise Networks Service Area transition shall consist of three primary phases to include:

transition planning, transition execution, and stabilization and post-transition support. The EN Contractor shall also be responsible for providing and performing end-of-contract transition support in accordance with Section 8 of this PWS.

The EN Contractor shall have direct responsibility for performing all Enterprise Networks Service Area tasks and activities associated with each of these four transition phases to effect the timely and successful service transition. The EN Contractor shall closely coordinate performance of all of its Enterprise Networks Service Area transition tasks and activities with the Government, its designees, and all other IT service providers in performing its transition planning, transition execution, and stabilization and post-transition support.

Subsequent to completion of the transition of the USSOCOM enterprise networks from the Incumbent to the EN Contractor, the EN Contractor shall provide the ongoing IT lifecycle operations management of the SIE Enterprise Networks Service Area in accordance with Section 7 of this PWS, as well as transition support as required for any non-network-related IT service areas as may be needed by the Government.

The EN Contractor shall perform the following transition lifecycle tasks for each one of the following IT Service Areas as identified in the Task Overview above, as well as providing support throughout the contract period for coordinating and managing service delivery integration and performance management across all IT Service Area service providers.

6.1 Enterprise Networks Transition Planning Services

The EN Contractor shall provide IT Service Area Transition Planning Services to identify, define, plan, document, schedule, and manage all of the activities and tasks required to establish, staff, train, implement, stabilize, and manage deployment of the Enterprise Networks IT Services.

The EN Contractor shall provide transition planning services that include, but are not limited to, defining the governance, management, operations, and performance measurement structures, functions, methodologies, policies, procedures, test/validation requirements, reporting requirements, quality assurance processes, information assurance, and related management tools to support the Service Area. The EN Contractor shall develop and deliver a detailed, comprehensive project plan, which identifies all tasks to be performed, along with associated risks and risk management plan, significant milestones, target completion dates, critical paths, dependencies, personnel responsibilities, and dates of deliverables. (CDRL C006)

The EN Contractor shall develop a plan in close coordination with the ITMO, for transition that incorporates the following elements:

1. A clearly defined strategy and methodology for transitioning each of the data, voice, and video network environments to EN Contractor operations management

2. A detailed, comprehensive project plan, which identifies all tasks to be performed, along with associated risks and risk management plan, significant milestones, target completion dates, critical paths, dependencies, personnel responsibilities, and dates of deliverables

3. Documentation that identifies all necessary activities, risks, and mitigations required to support successful execution of an integrated transition from the current state baseline to USSOCOM ITMO desired future state

4. Analysis and documentation on all ITMO operations and performance management tools to be implemented and deployed throughout the USSOCOM enterprise for supporting and providing the functions and features required to meet the monitoring, tracking, reporting, and management requirements of the ITMO and the EN Contractor

5. Staffing matrix with all roles and responsibilities

6. Transition quality assurance (QA) / quality control (QC) methodology and verification / testing processes

7. Identification and detailed listing of all Contractor personnel to be assigned to the transition approach who are appropriately skilled and trained, and hold (or need to obtain) required security clearances

Defined Roles and Responsibilities

EN

Contractor Government

1. Conduct a review of the SIE environment and produce documentation to support integrated transition planning and execution (CDRL C006)

X

2. Schedule and conduct weekly project planning status meetings to report on and review transition plan development progress (CDRL C018)

X

3. Participate in integrated project planning session(s) with the SITEC Service Area service providers, ITMO and Incumbent(s) X

Contractor Government

4. Identify high risk transition areas and impact, develop mitigation strategies, and recommended mitigation actions and report results to

USSOCOM (CDRL C022)

X

5. Document Enterprise Networks baseline including high-level process maps, standard operating procedures and baseline customer service levels and operational activities for use in transition planning, readiness, cutover and stabilization activities (CDRL C001)

X

6. Prepare, update, maintain, and revise as necessary detailed transition plan(s) that include all items stated above, as well as approaches, activities, milestones, schedule and risk identification and mitigation strategies, to include, but not limited to: (CDRL C006) � Preliminary Transition Plan based on SIE understanding and collaboration with Incumbent contractor, the Contractor and the

ITMO

� Activities and milestones for pre-transition, readiness assessment, cutover, and post-transition

� Work collaboratively with ITMO and Incumbent to identify schedule dependencies and milestones for transition and develop an integrated transition schedule

X

7. Review transition project plans, schedules, and related documentation, including all plan revisions, and approve if the plan meets requirements

X

6.2 Enterprise Networks Transition Execution Services

The EN Contractor shall perform the Enterprise Networks Service Area Transition Execution Services work as defined in the USSOCOM-approved Transition Plan to successfully execute, manage, and establish all aspects of the Enterprise Networks Services (CDRL C006). The EN Contractor shall identify and immediately escalate any issue or risk that will adversely impact or delay the Enterprise Networks Service Area Transition Plan Schedule and Stabilization and Post-Transition Services.

Contractor Government

Transition Kickoff and Management

1. Execute Revised Implementation and Transition Plan(s) X

2. Prepare and provide weekly Implementation and Transition status report(s) and schedule and conduct weekly project review meetings

(CDRL C018)

X

3. Manage detailed transition schedule(s) that includes activities, deliverables, milestones, and dependencies/linkages to Incumbent schedules

Contractor Government

4. Develop, identify and report on transition schedule critical path activities on a weekly basis and escalate issues as required to the

SITEC ITMO (CDRL C018)

X

5. Conduct readiness planning activities per the Revised Transition Plan(s) X

6. Participate in readiness planning X

7. Provide standardized processes or templates using automated tools, which at minimum includes: (CDRL C008) � Risk log � Issue log � Integrated Milestone Schedule � Status report/performance report � Quality control processes/templates � Change control processes/templates � Communication processes � IT knowledge management/document repository tools

X

8. Manage and perform all tasks and activities to effect a smooth change of services from the incumbent service provider to the Contractor (cutover) planning activities per the Revised Transition Plan(s)

X

9. Participate in cutover planning X

Implementation Readiness Assessment

10. Develop a comprehensive Enterprise Networks implementation Readiness Assessment Plan, readiness assessment schedule, rollback strategy, assessment scorecards, identified and defined critical readiness criteria that will drive go / no-go decisions related to overall readiness / preparedness for going live with any new service or IT environment (CDRL C018)

X

11. Approve and coordinate the Readiness Assessment Plan X

12. Conduct Enterprise Networks readiness assessments and report findings and recommendations on a weekly basis prior to cutover and identify any items or situations that will impede successful cutover (CDRL C019)

X

13. Complete remediation actions based on readiness assessments X

14. Ensure that the Government achieves 100% implementation readiness for all critical Enterprise Networks implementation criteria prior to going live with any new service

X

15. Assist ITMO in developing necessary Enterprise Networks-related communications to be issued to Command personnel during pre-implementation (CDRL C018)

X

16. Approve and deploy network-related communications to be issued to Command personnel during pre-implementation X

17. Collect, analyze and report on Command personnel feedback issues, comments, and requests and report results to Contractor X

Contractor Government

18. Develop and incorporate any approved implementation plan adjustments resulting from Command personnel feedback (CDRL C017)

X

Implementation

19. Develop a detailed Enterprise Networks Transition Implementation Plan, including a pre-implementation checklist and post-implementation evaluation criteria (CDRL C013)

X

20. Make go/no-go recommendations and prepare an implementation decision document for the Government approval (CDRL C018) X

21. Review and approve the Implementation Plan X

22. Perform all implementation activities and all testing activities in accordance with the approved Implementation Plan X

23. Perform and document all network-related Information Assurance and QA / QC compliance and testing activities and report results

(CDRL C019)

X

24. Schedule and conduct weekly transition implementation meetings throughout the implementation duration and provide weekly status reports on progress, milestone completion, identified risks and recommended mitigation actions to be taken, etc. (CDRL C008)

X

25. Participate in weekly status meetings X

26. Assist ITMO in developing necessary Enterprise Networks-related communications to be issued to Command personnel during implementation (CDRL C018)

X

27. Deploy Enterprise Networks-related communications to be issued to Command personnel during cutover X

28. Collect, analyze and report Enterprise Networks on Command personnel feedback issues, comments and or requests X

29. Develop and incorporate any approved implementation and cutover plan adjustments resulting from Command personnel feedback

(CDRL C019)

X

30. Manage implementation and cutover in accordance with plan with no disruption to USSOCOM critical warfighter mission operations and with minimal disruption to customer service or SIE operations

X

31. Conduct post-cutover inspection and submit completed Enterprise Networks post-cutover checklist within 24 hours of cutover; ensure 100% completion of critical post-cutover activities (CDRL C019)

32. Complete all post-cutover activities per Cutover Plan X

6.3 Enterprise Networks Stabilization and Post-Transition

Review Services The EN Contractor shall conduct Stabilization and Post-Transition Review immediately following completion of execution for each major milestone to verify that the implemented services meet and conform to the Government service implementation requirements and that there are no outstanding service delivery or support deficiencies or factors that will impact the sustainability of the services. The EN Contractor shall document and deliver a report to the ITMO that substantiates the results of each review and which identifies any such sustainability deficiencies or factors discovered during the review along with recommendations on corrective measures it will take to resolve these deficiencies or factors. The EN Contractor shall promptly address and correct or resolve any such issues that are identified (CDRL C019).

Contractor Government

Enterprise Networks Stabilization

1. Address any stabilization / post-cutover issues identified by the Government as highest-priority / severe within 24 hours of cutover X

2. Conduct a stabilization assessment within 5 days following cutover including recommendations (CDRL C019) X

3. Complete all stabilization activities within 10 days following cutover X

4. Assist the ITMO in developing necessary Enterprise Networks-related communications to be issued to Command personnel immediately following cutover

X

5. Deploy necessary Enterprise Networks-related communications to be issued to Command personnel immediately following cutover X

6. Collect, analyze and report Command personnel feedback issues, comments and/or requests and provide results to Contractor X

7. Develop and recommend enterprise network service modifications or changes that may be required or requested by ITMO resulting from…