J1_PWS_FRFP_20120215.pdf

MICS Performance Work Statement (PWS)

Section J, Attachment 1- Performance Work Statement (PWS)

H95001-10-R-0001

PERFORMANCE REQUIREMENTS AND DELIVERABLES QUALITY

Task Desired Outcome Performance Based Service

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

1.0 SCOPE The Missile Defense Agency (MDA)

requires global classified and unclassified video conferencing services, collaboration services, customer facing business application services, and end user training.

MDA requires the following support services for current, transitioning, and future collaboration capabilities, services, and equipment/systems:

programmatic management, operations, and maintenance of video conferencing and collaboration equipment/systems (including TelePresence, VBIII Auditorium and Presentation Center), and information sharing systems/applications; planning, design (including architecture and engineering), project management, and implementation of video conferencing and collaboration equipment/systems; information sharing systems/applications in support of projects and discrete tasks, and special events; development of mobile and custom applications and support of Commercial Off The Shelf (COTS) products; MKO development and site content management; video conferencing and collaboration system facilitation of executive events; end-user collaboration application/system and productivity tool training; end-user roll out of new conferencing and collaboration technologies;

equipment asset and configuration management; associated material and equipment procurement (including service agreements); and conference room scheduling management.

MDA requires these support services be available CONUS and OCONUS (globally).

These services enable a critical infrastructure capability for MDA supporting a centralized, cost-effective program for executive decision analysis, performance assessment, agency collaborative management, and rapid unified

Note: Customer Support, Projects and Discrete Tasks (CLINs X500-X999) - Based upon evolving MDA needs, performance under this contract will result in changes to the originally identified services or supplies, and such changes may be considered unique customer support requirements, or projects and/or discrete tasks.

These CLINS are considered an extension of the core services CLINS (X100 – X300) and are intended to separately track unique and customer funded efforts. The Government may change or modify the contract within the general scope, to include Labor and Other Direct Cost (incidental equipment and materials) for services consistent with this PWS.

All such changes will be made pursuant to FAR 52.243-1 (Alternate II) – Changes – Fixed-Price and FAR 52.243-2 (Alternate II) Changes – Cost-Reimbursement as applicable.

Each customer support effort, project, and/or discrete task will be individually priced and negotiated as the Government realizes a need.

The Contractor shall initiate customer support, projects, and/or discrete tasks, and receive compensation for such efforts, only after receiving a contract modification for the effort issued by the Contracting Officer (CO). The contract modification will include a performance based technical work statement for each unique requirement.

N/A N/A N/A MDA Directive 8000.01 Information Management (D);

MDA CIO

Organizations and Functions Manual (G)

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G) reporting to the President, Secretary of Defense, and Combatant Commanders.

2.0 MANAGEMENT

2.1 Effective and Efficient

Program Management

Manage personnel and resources to provide effective and efficient operations, maintenance, requirements management, business management, administration, logistics support, training and technical support to meet the cost, schedule, and performance requirements of the contract;

implement Earned Value Management (EVM) and Continuous Process Improvements (CPI).

Contractor shall establish a dress code appropriate to the MDA professional environment.

Core Hours – 0730hrs -1830hrs EST, Monday through Friday; the Contractor shall flex the workforce schedule to meet regional service requirements without the use of overtime when possible. The use of overtime shall be preapproved in writing by either the Contracting Officer’s Representative (COR) or Contracting Officer’s Technical Representative (COTR).

Contractor shall provide project management and coordination for collaboration systems and business application projects.

X100, X200, X300

CPAR,

CIF

YES Management Plan - A001;

Contract Performance

Report - A002;

Integrated Master Schedule - A003;

Contract Funds Status Report - A004;

Contractor Work Breakdown Structures

- A005

CPO Actual Costs for CLINs

X100 are >= 0% and <=

2% lower than

Estimated Cost

(Contractor will earn 50% of the Annual Cost Incentive

Fee Pool)

Actual Costs for CLINs X100 are >

2% and <= 5% lower than Estimated

Cost (Contractor will earn 75% of the Annual Cost Incentive

Fee Pool)

Actual Costs for CLINs X100 are >

5% lower than

Estimated Cost

(Contractor will earn

100% of the Annual Cost Incentive Fee

Pool)

Review and validation of EVM Data

MDA Directive

8110.01 MDA

Privacy Program (D);

MDA Directive

8260.01 Master

Data Sharing and Registration (D);

MDA Direction

5000.01 Out-

Processing of MDA On-Site Contractor Employees (D);

MDA Directive

8500.01 Use and

Management of

Removable Storage Media and Devices (D);

MDA Instruction

8550.01-INS

Appropriate Use of Electronic (E-mail) and Internet

Services (G);

MDA Directive

8180.01 MDA

Enterprise Records Management (D);

MDA Handbook 5003.01-H Earned Value Management Contract Requirements Handbook (G);

MDA Instruction

5400.02-INS

Freedom of Info Act Prog (D);

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

MDA Manual 5205.05-M Implementation Plan for Pandemic Influenza (G);

6055.04 Work

Time Restrictions for Safety and Mission Critical Personnel Supporting Tests and Critical

Operations (D)

2.1.1 Effective Integration with

MDA Enterprise ITIL and RBA Constructs

Manage requirements within the Information Technology Infrastructure Library / Information Technology Services Management (ITIL/ITSM) framework and MDA Role Based Administration (RBA) construct.

The Contractor's program management team shall establish and/or maintain and manage to RBA Crew Operational Level Agreements (OLA) and user Service Level Agreement

(SLA).

X100, X200, X300

CPAR NO An Introductory Overview of

ITIL® V3 (G);

DoD 8115.01 Information

Technology Portfolio Management (D);

Network Operations CONOPS vol. 2 (G);

6055.04 Work

Time Restrictions for Safety and Mission Critical Personnel Supporting Test and Critical Operations (D)

2.2 Effective Program Support

Through Repeatable Processes

Establish, maintain, and utilize repeatable processes for the successful execution of contract requirements.

The Contractor's program management team shall establish and/or maintain and manage to Standard Operating Procedures (SOP). SOPs must not conflict with applicable DoD and MDA policies and procedures.

X100, X200, X300

CPAR NO MICS Standard Operating Procedures

(SOP) - A006

2.3 Effective Program Support

Through Quality Management

Establish and manage quality assurance processes and procedures for the successful execution of contract requirements.

The Contractor's program management team shall establish and/or maintain and manage to Quality Assurance Program Plan (QAPP). The Government, in conjunction with the Contractor, will perform random and periodic quality assessments as outlined in the Quality Assurance Surveillance Plan (QASP).

All staff shall include a hyperlink to the IT Support Comment Card in their signature block of all email correspondence.

X100, X200, X300

CPAR NO Quality Assurance (QA) Program Plan - A007

MDA Assurance Provisions (G);

Quality Assurance Surveillance Plan

(QASP) (G)

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

2.4 Effective Program Support

Through Risk Management

Establish, maintain, and utilize risk analysis and mitigation processes and procedures for the successful execution of contract requirements.

The Contractor's program management team shall establish and/or maintain and manage to the Risk Management Plan.

X100, X200, X300

CPAR NO Risk Management (RM) Plan - A008

MDA Instruction 3058.01-INS Risk Management (D);

Risk Management Guide for DoD

Acquisition (G);

MDA Assurance Provisions (G)

2.5 Effective Program Support

through Long-Term

Reliability, Availability, and Maintainability (RAM) of Systems through Lifecycle Management

Establish, manage and utilize lifecycle management processes and procedures for the successful execution of contract requirements.

The Contractor's program management team shall establish and/or maintain and manage to the Lifecycle Management Plan.

X100, X200, X300

CPAR NO Life Cycle Management Plan -

A021

DoD 5000.02 Operation of the

Defense Acquisition System (G);

DoD Guide for Achieving Reliability, Availability, and Maintainability

(G)

2.6 Timely and Effective

Programmatic and Technical Communications

Prepare for, coordinate, participate in, and support briefings/meetings (e.g., Integrated Baseline Review (IBR), Weekly Program Review, RBA Daily Standup, CIO Staff Meeting, and Program Management

Review (PMR)) as required; prepare for, coordinate, and participate in MDA IT Enterprise Boards, and other boards (e.g., Project Management Integration Board (PMIB), Engineering & Architecture Board (EAB), Information Technology Change Control Board

(ITCCB), and Facility Design Reviews) as requested by the Contracting Officers Representative (COR); prepare, update and provide information papers, reports, metrics, presentations, and other requests (e.g., Incident Situation Reports

(SITREP).

X100, X200, X300

CPAR YES PMIB/EAB Project Support Documentation- A034

Technical Status Report – A029

MDA CIO PMIB

Charter (G);

MDA CIO EAB

Charter (G);

MDA CIO

Organizations and Functions Manual (G)

2.7 All Personnel Possess

Appropriate Security Clearances

Security clearances are required in accordance with (IAW) DD FORM 254.

Reference Section J, Attachment 8 - Contract Security Classification Guide (DD 254)

X100, X200, X300

CPAR YES MDA Directive

5200.01 Security

Policy (D);

MDA Instruction 5200.06 Safeguarding

Controlled Unclassified Information (G);

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

MDA Instruction

5205.02-INS

Operations Security Program

MDA Manual 5200.02-M Information Security Program (G)

2.8 All Personnel Are Properly

Qualified, Trained, and Certified

Provide personnel that meet all applicable training and certification requirements of equipment manufacturers, service providers, and applicable DoD and MDA Directives and Guidance.

The Contractor shall comply with vendor specific training, certification, re-seller/partnership requirements.

The Contractor is responsible for training/enhancing the technical and management skills and capabilities of its employees. Contractor personnel must possess the qualifications for the duties they were hired to perform and to which they are assigned. The

Government will not reimburse the Contractor for training except for training preapproved by the CO and COR.

Contractor personnel shall complete all required user and specific MDA annual training (e.g., OPSEC and Information Assurance).

X100, X200, X300

CPAR NO MDA Mandatory

Contractor Training (G);

DoD Manual

8570.01-M IA

Workforce Improvement Program (G);

2.9 Timely and Accurate Contract

Deliverables

Provide timely and accurate contract deliverables IAW contract Section J Exhibits A.

X100, X200, X300, X400

CPAR NO All

2.10 Successful Contract

Performance Through Associate Contract Agreements

Establish Associate Contractor

Agreements (ACA); provide cross-contract liaison and coordination with other MDA Contractors.

The Contractor shall establish, at a minimum, ACAs or Proprietary Information Agreements with other MDA Contractors, who design, implement, operate, and/or maintain IT equipment and software within 180 days of contract award date and as required. (e.g., Northrop Grumman Space and Mission Systems (NGSMS) - Joint Research and Development Contract (JRDC), and others as required.)

X100, X200, X300

CPAR NO

2.11 Effective Management of

Teammates/Subcontractors;

Seamless Integrated Contract Performance

Manage Teammates/Subcontractors, contract requirements, and contract performance in multiple geographic locations in an effective and integrated team manner.

The Contractor's program management team shall establish, maintain, and manage to the management plans.

X100, X200, X300

CPAR NO

3.0 TECHNICAL

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

3.1 Successful Execution of

Collaboration Services and Business Applications Management

Execute collaboration services and business application management through Service Operations Management and Service Crew(s).

The Service Operations Manager and/or RBA Crew Lead(s) shall manage the Crew(s) and associated services. The Service Operations Manager and/or Crew Lead(s) will ensure effective coordination and communication between the Government organization and the other enterprise RBA Crew organizations.

Service Operations Manager and/or RBA Crew Lead(s) shall coordinate and participate as a member in the RBA meetings.

The Contractor shall interface with the other RBA crews per respective Operational Level Agreements (OLA). Provide scripts/procedures to MDA Service Desk Crew to enable incident resolution.

X100, X200, X300

CPAR YES MDA Directive 8190.01 Electronic Collaboration with Commercial, Educational, and

Industry Partners (D);

MDA Directive 7045.01 Contractor Access to Planning, Programming, Budget, and Execution Data (D);

MDA Directive

6055.04 Work

Time Restrictions for Safety and

Mission Critical Personnel Supporting Tests and Critical Operations (D);

Network Operations

CONOPS vol. 2 (G)

3.1.1 Effective and Efficient

Management of Collaboration Services and Business Applications

Manage MDA collaboration systems and applications for successful execution of collaboration services.

The Contractor shall manage in accordance with established management plans (i.e. Risk, Quality, and Lifecycle).

The Contractor shall maintain knowledge of aging hardware and utilization to provide technology refresh and new technology insertion recommendations to the Government.

The Contractor shall manage in accordance with RBA Collaboration Crew Standard Operating Procedures (SOPs) and RBA Crew Operational Level Agreements (OLAs).

Notify appropriate Government members when issues arise that may affect collaboration services.

X100, X200, X300

CPAR YES Life Cycle Management Plan - A021

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

3.1.1.1 Continuation/Restoration of

Essential Contractor Services

Establish, manage, and execute Continuation/Restoration of Essential Contractor Service processes for the successful execution of essential contract requirements during crisis situations.

The Contractor shall manage the Continuation/Restoration of Essential Contractor Services in accordance with established DR/COOP plans.

X100, X200, X300

CPAR YES Continuation of Mission Essential Services and Disaster Recovery/Continuity of Operations Plan

(DR/COOP) - A022

MDA Directive 5205.04 Continuity of Operations (COOP) Program Policy (D);

MDA Instruction

5205.04-INS

Continuity of Operations (COOP) Program;

DFARS 252.237-

7023 Continuation of Essential Contractor Services (D);

MDA Manual 5205.04 Continuity of

Operations Response Plan (G);

MDA CIO

Disaster Management Plan (G)

3.1.1.2 Proper Management, Accountability, and Handling of COMSEC Material

Manage and utilize COMSEC materials and procedures to ensure video conferencing systems are operational and properly keyed to enable secure video conferencing events. Maintain accountability of electronic keying material and

COMSEC Controlled Item (CCI) equipment. In conjunction with site security processes, comply with access control procedures for facilities housing video conferencing systems.

The Contractor shall designate a COMSEC Hand Receipt Holder (HRH), as required.

X100, X200, X300

CPAR YES MDA COMSEC

Responsible Officer (CRO) Training (G);

NSA CSS Policy Manual 3-16

Control of

COMSEC

Material (G);

HSV COMSEC

SOP (G);

3.1.1.3 Maintain

Advancing/Changing Collaboration Technology Knowledge

Maintain currency with advancing technologies and provide recommendations for new technologies, including technology refresh, to the Government.

The Contractor shall maintain technical knowledge of state-of-the-art advancements in video conferencing and collaboration system technologies, and related capabilities, and provide recommendations for Government consideration.

Upon COR request, the Contractor shall research and evaluate emerging technologies and provide applicable reports.

X100, X200, X300

CPAR NO Life Cycle

Management Plan - A021

Technical Status Report – A029

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

3.1.1.4 Effective Management of the

Service Lines

Provide Service Line Management (SLM) for the Business Automation, Portal and Data Services, and Unified Communications Service Lines.

Provide coordination and support to the Associate Contractor Service

Line Managers as an Associate Lead for the IT Planning and Solutions, Networks and Infrastructure, and End User Support Service Lines and assist in maturing all Service Line Management roles and functions in coordination with Associate Contractors.

The Contractor shall be responsible for the Service Line or “owning of the business service” in terms of enhancements (features/capabilities), requirements analysis, service levels, and metrics. The Service Line Manager shall manage the service planning process for the Service Line and provide updates to the Service Plan. The Contractor shall adhere to the established Service Level Management methodology and track and report status of processes and develop process-related artifacts consistent with the most current ITIL methodologies. The Contractor shall monitor measure and report upon service level performance, agreed upon Service Level Objectives, Service Level Agreements and Key Performance Indicators for Service Level and Service Lifecycle Management.

The Contractor shall capture and integrate IT/Business requirements and high-level workflow models from the Agency’s two/three letter organizations and provide Requirements Management (e.g., documenting, analyzing, and tracking, prioritizing, and then controlling change and communicating to relevant stakeholders). The Contractor shall be responsible for facilitating delivery of approved service enhancements within the MDA IT lifecycle fulfillment process and corresponding MDA CIO/customer funded service model.

The Contractor shall provide the key views of the enterprise Department of Defense

Architecture Framework (DoDAF 2.0); provide a 12-18 month Service Plan with quarterly updates; and maintain and provide bi-annual updates for its Service Lines to the MDA IT Enterprise Service Catalogue.

X100, X200, X300

CPAR NO Service Plan - A010

Service Catalog Updates – A023

MDA IT Service Strategies Brief 2011 (G);

DAL DA-0810-

069-2402 Service

Level Management Methodology (G)

3.1.2 Effective and Efficient

Operations of Collaboration Systems and Business Applications

Operate and provide training for MDA collaboration systems and business applications to include the collaboration system hardware and associated peripheral equipment, and mobile devices.

The Contractor shall operate MDA collaboration systems in accordance with established management plans (i.e. Risk, Quality, and Lifecycle), SOPs, OLAs, and

DR/COOP.

The Contractor will provide Tier I, Tier II, and Tier III support for VTC s including scheduling assistance.

The Contractor shall provide Tier II and Tier III support for all other collaboration services.

The Contractor shall operate the collaboration system-unique hardware, software, and

X100, X200, X300

CPAR,

PIF

NO CPO Overall quality of service rating of 2

(acceptable quality)

Overall quality of service rating of 3 (met expectations)

Overall quality of service rating of 4

(exceeded expectations)

Contractor performance will be assessed for routine service requests by the Customer via a quality of service survey. The Customer will receive an automated email with a link to the survey from upon completion of service requests.

VBIII Audio Visual Infrastructure (G)

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G) peripherals (e.g. TelePresence, VTC, CODEC, A/V, Gateways, Tandberg Management Server (TMS), Monitors, Projectors, AMX Panels).

The Contractor shall provide VTC and A/V operational support within Top Secret SCI/SAP facilities.

3.1.2.1 Successful Execution of

Routine and Special Video Conferencing Events

In support of MDA events, install (to include design and test), operate, and maintain video conferencing equipment. As requested by the Government, provide video conferencing event planning packages consisting of test plans, engineering assessments, configuration drawings, accreditation documentation (as required) and other applicable documents or information.

Monitor the status of scheduled and ad hoc conferencing bridged events to ensure availability and quality of service.

Provide technical operational support of the Video Services Operation Center (VSOC) and Video Control Center (VCC).

The Contractor shall execute routine and special video conferencing events.

The nature of the event, personnel and/or facilities/rooms involved, determines the required service level. Typical services include, but are not limited to, set-up and use of VTC equipment to include control panels, cryptographic equipment, and other control systems.

Special events may take place at MDA and/or non-MDA locations, require surge support, and occur outside of core hours.

X100, X200, X300

CPAR,

PIF

YES CPO Greater than 99% successful VTC sessions

Greater than 99.5% successful VTC sessions

Greater than 99.9% successful VTC sessions

Contractor performance will be assessed for routine and special video conferencing events by the Customer via a quality of service survey. The event Host will receive an automated email upon completion of the event with a link to the survey.

MDA Directive

1005.01 Protocol

and Event Management (D);

MDA Directive 2000.02 International

Conference Participation Policy (D)

3.1.2.1.1 Successful Execution of

Video Conferencing Bridged Events

Configure and monitor video conferencing scheduled and ad hoc event bridges.

Execute bridged events in accordance with established SOPs and OLAs.

X100, X200, X300

CPAR YES

3.1.2.1.2 Efficient and Accurate

Scheduling of Video Conferencing Events and Conference Rooms

Schedule conferencing events and collaboration sessions utilizing Government provided scheduling tools.

Utilizing the data residing in the Government provided scheduling application, configure all scheduled and ad hoc collaboration sessions.

Non-MDA/external conferencing requests will be configured by the Contractor and tracked in the Government provided scheduling tools.

X100, X200, X300

CPAR YES MDA Enterprise Conference Room Scheduling Policy (G)

3.1.2.1.3 Effective and Successful VB

III Auditorium Operations

Provide technical operational support in the VBIII Auditorium. Operate audio/visual equipment to include movie projectors, cameras, lighting, curtains and other stage systems, and peripheral equipment.

The Contractor shall configure, program, and operate the digital audio and lighting consoles, place and retrieve microphones, focus lighting, execute sound and lighting cues, operate remotely controlled cameras, route video and audio feeds to appropriate input-output devices for filming and recording of events.

Coordinate with Chief of Staff office, Public Affairs office, Facilities, Military Construction, and Environmental Management Directorate, X100, X200, X300

CPAR NO MDA Manual 5305.01-M, Operation and Use of the Auditorium in the Von Braun III Facility (G)

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G) and other MDA organizations or external organizations as required.

Develop OLAs as required for successful operations.

3.1.2.2 Successful Execution of the

MDA Knowledge Online

(MKO) Collaboration Systems

Operate and maintain the Unclassified MDA Knowledge

Online (UMKO) and Classified MDA Knowledge Online (CMKO) collaboration systems

The Contractor shall perform MKO application (e.g., SharePoint) central administration and maintenance; perform service monitoring and event management; provide bi-weekly status reports; maintain MKO governance documents and style guidelines; coordinate with other crews to obtain support services for server hardware, operating system, storage, network connectivity and other related infrastructure components; advise and coordinate appropriate patch and version levels with server managers;

migrate MKO application content to future releases as required; apply MKO enhancements and improvements as required, in coordination with the Government and IT change control processes, perform content restoration from backups; maintain MKO application user accounts; monitor database size requirements and provide recommendations for improvements to the Server Manager;

participate in Enterprise IT processes and procedures; provide knowledge articles to the Service Desk (e.g., documentation, technical references, support scripts, known errors, etc.);

manage custom data feeds and application program interfaces.

Contractor shall develop and maintain MKO application sites, pages, templates, web parts, dashboards, and workflows; establish custom data feeds and application program interfaces;

utilize an incremental-development-approach to maintain, enhance, and improve the MKO.

Manage 3rd-party applications that are integrated with MKO (e.g., iDashboards, Nintex, Axceler, and Quest); operate portal application per SOPs and OLAs.

Advise of relevant application capabilities and best-practice solutions to meet business requirements; perform advanced applications functions.

Provide application knowledge-based informational services as indicated by evolving MDA IT Enterprise Information Technology, Information Management, and Knowledge Management (IT/IM/KM) requirements.

X100, X200, X300

CPAR,

PIF

YES CPO 99.99%

availability of

Classified and Unclassified

MKO

99.999% availability of

Classified and Unclassified

MKO

100% availability of

Classified and Unclassified

MKO

Contractor performance will be assessed for availability of MKO

(UMKO/CMKO).

Availability will be determined from performance metrics, service level reports, Remedy data, and situation reports.

MDA Directive

8000.02 MKO

Management & SharePoint Operations (D);

MKO IT Design and Style Guidelines(G);

MKO IT

Governance Standard & Guidelines (G);

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

Incorporate directed content and design changes to the MKO front page and executive-level sites.

3.1.2.2.1 Successful Execution of MDA

Knowledge Online (MKO) Site Management

Provide Information Management (IM) services to directly support the specific MKO Site needs of an organizational customer.

Organizations with dedicated MKO Site Managers and their support requirements are listed as separate

PWS tasks.

The Contractor shall serve as the organization's dedicated SharePoint expert responsible for designing, planning, developing, implementing, training, and managing content for all of the customer's MKO/SharePoint sites and sub-sites.

The work may consist of developing and implementing customized web parts, providing

Information Management (IM) services, and establishing site and user access permissions necessary to meet the specific business needs of the Customer. The Contractor shall participate with the Customer for status briefings, working-level meetings and other information gathering/dissemination forums as necessary.

The Contractor shall be co-located within customer designated space when defined.

These requirements are typically customer funded.

X500 CPAR NO Technical Status Report - A029

3.1.2.3 End User Adequately Skilled

to Use Collaboration Systems and Applications

Develop Customer Training Plan, prepare training course materials, and execute training for users of MDA collaboration systems and applications.

The Contractor shall prepare Computer Based Training (CBT), classroom based and desk side training course materials and applicable tests for user training of customer facing applications (e.g., Lync, eScheduler, Conference Room, Video Conference Room, SharePoint, Defense Connect Online (DCO), and MS Office Productivity Suite).

The Contractor shall maintain the IT Training MKO site and provide training metrics.

X100, X200, X300

CPAR,

PIF

NO Training Plan and Course Materials - A020

CPO Average rating 4 or greater

Average rating

4.25 or greater

Average rating 4.5 or greater

Contractor performance will be assessed for overall quality of training by the Customer via a training survey. The Customer will be given the opportunity to provide feedback upon completion of desk-side, classroom, and computer based training.

MDA Directive 1430.01 Employee

Training and Development (D)

3.1.2.4 Successful and Effective User

Experience with Externally Provided Federal/DoD Tools

Serve as Application Specialist for externally provided Federal/DOD tools (e.g., DAI, DCO, DTS, DAU)

The Contractor shall stay current in the functionalities available from externally provided Federal/DOD tools.

The Contractor shall serve as MDA's liaison with external agencies for the purpose of escalating performance, compatibility, and functional issues identified from a user perspective and work with the external agency to facilitate solutions and workarounds to provide better performance and functionality.

X100, X200, X300

CPAR NO

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

3.1.2.5 Effective and Successful

Executive Collaboration Service and Support

Provide executive collaboration services/facilitation.

The Contractor shall provide Executive VTC and collaboration system facilitation support for the following Executive positions located in Ft.

Belvoir, National Capitol Region (NCR) and Huntsville, AL.: (Director, Deputy Director, Director of Engineering, Executive Director, Chief of Staff, Director of Test, Director of Advanced Technology, Director of Acquisition, Director of Operations, Director of International Affairs, Program Executive for Programs and Integration, Program Executive C4ISR, and the Executive Board Meetings. Additionally, the Contractor shall provide VTC facilitation support in Dahlgren, VA, Ft. Greely, AK, and

Kirtland AFB, NM. As operational tempo permits, provide VTC and collaboration system facilitation to other users.

The Contractor shall provide VTC and A/V operational support and facilitation within Top Secret SCI/SAP facilities.

The Contractor shall provide MKO Site Management, requirements management (e.g., documenting, analyzing, tracing, prioritizing, and agreeing on requirements and then controlling change and communicating to relevant stakeholders), and application development for the following (NCR) Front Offices: MDA Director, Deputy Director, Executive Director, Chief of Staff. The Contractor shall incorporate Government recommended content and design changes to the MKO front page and Front Office sites.

X100, X200, X300

CPAR,

PIF

YES Monthly Status Report

- A009

CPO No more than three instances of negative

Executive Customer feedback per month.

No more than two instance of negative Executive Customer feedback per month.

No more than one negative

Executive Customer feedback per month.

Contractor performance will be assessed for quality via COR correspondence with the customer, interviews, and service level reports.

MDA Directive

5010.21 MDA

Calendar and Battle Rhythm (D);

3.1.3 Effective and Efficient

Maintenance of Collaboration Services and Business

Applications

Maintain MDA collaboration systems and business applications to include the collaboration system hardware, VTC operations centers (e.g., Video Services Operations Center (VSOC) and Video Control Center (VCC)), associated VTC peripheral equipment and mobile devices.

The Contractor shall maintain MDA collaboration services and business applications in accordance with established management plans (e.g., Risk, Quality, and Lifecycle), SOPs, OLAs, and DR/COOP and MDA mobile devices (as technology permits).

The Contractor shall maintain the video conferencing-unique hardware, software, and peripherals. (e.g., TelePresence, CODEC, AV, Gateways, TMS, Monitors, Projectors, AMX

Panels).

The Contractor shall provide VTC and A/V maintenance within Top Secret SCI/SAP facilities.

Multi-purpose equipment maintenance details shall be outlined in the RBA OLAs.

The Contractor is not responsible for

X200, X300

CPAR YES Technical Status Report - A029

OMB Memo M- 05-04 Policies for Federal Public

Websites (G);

OMB Memo M- 10-22 Guide for On-line Use of Web Measurement and Customization

Technologies (G);

DTM-08-037

Policy for DoD Interactive Internet Activities (G);

VBIII Audio

Visual

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G) maintenance of the office productivity PCs/laptops and their associated peripherals (e.g., monitor, keyboard, mouse, camera, and headset). The Contractor shall utilize the existing incident management tracking tool (e.g., Remedy) for all related maintenance activities.

The Contractor shall maintain equipment per Information Assurance guidance from both the manufacturer and Government (e.g., the CERT IAVM and DISA DVSG).

The Contractor shall perform application operations and maintenance; perform service monitoring and event management; provide bi-weekly status reports; maintain application governance documents; develop acceptance criteria for applications being transferred to operations and maintenance; coordinate with other crews to obtain support services for server hardware, operating system, storage, network connectivity and other related infrastructure components; advise and coordinate appropriate patch and version levels for production applications with server managers; migrate applications and content to future releases as required; apply application enhancements as required, in coordination with the Government and IT change control processes, perform content restoration from backups; maintain application user accounts; monitor database size requirements and provide recommendations for size improvements to the Server Manager;

participate in Enterprise IT processes and procedures; provide knowledge articles to the Service Desk (e.g., documentation, technical references, support scripts, known errors, etc.);

manage custom data feeds and application program interfaces.

Infrastructure (G)

3.1.3.1 Effective and Timely Incident

Resolution

Troubleshoot and resolve collaboration and business application incidents.

The Contractor shall resolve incidents in accordance with established SOPs and OLAs.

Incident resolution may be accomplished by teaming with other RBA crews (e.g., the Applications O&M Crew or Server Crew, equipment manufacturers).

X100, X200, X300, X500

CPAR,

PIF

YES CPO Greater than 97% of incidents supported successfully.

Greater than 98% of incidents supported successfully.

Greater than 99% of incidents supported successfully.

Contractor performance will be assessed for routine incident resolution by the Customer via a quality of service survey. The Customer will receive an automated email with a link to the survey upon incident resolution.

An Introductory Overview of

ITIL® V3 (G);

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

3.1.3.2 Perform Timely and Accurate

Preventative Maintenance

Perform preventative maintenance services in accordance with the manufacturer's recommended preventative maintenance and schedules and Contractor’s SOPs and OLAs.

X100, X200, X300

CPAR NO

3.1.3.3 Continuous and Accurate

Property and Configuration Management (CM)

Implement and execute configuration management plans, processes, and procedures for equipment, hardware, and software.

The Contractor shall adhere to the established MDA and MDA/IC process for Property Management of Government-furnished Property and/or Government Property, to include spare parts, from procurement to disposition. This process, pursuant to FAR 52.245-1 –

Government Property, relieves the Contractor of substantial responsibility for Property Management (ref. FAR 52.245-1(b) and 52.245- 1(f)(vii)(A)). The primary responsibility for Property Management of Government-furnished Property and Government Property resides with an Associate Contractor and Government Property Administrators, including the disposal of property. Excluding the authorized exceptions cited herein, the Contractor shall adhere to the requirements of FAR 52.245-1.

The Contractor shall establish plans, systems, and procedures only to the extent that the plans, systems, and procedures augment those of the Property Management Associate Contractor and Government Property Administrators. The

Contractor’s Records of Government Property shall be provided to the Property Management Associate Contractor and Government Property Administrators. The Contractor shall participate in the periodic physical inventory with the Property Management Associate Contractor and Government Property Administrators.

The Contractor shall ensure proper and timely coordination with the Property Management Associate Contractor and Government Property Administrators upon receipt, removal/replacement, relocation, or shipment of Contractor-acquired Property, Government-furnished Property, and/or Government Property for which the Contractor is responsible for operations and maintenance. The Contractor shall maintain a Configuration and Maintenance List which is hereby incorporated into the contract by reference.

The Contractor shall manage collaboration room configurations by populating the Government provided scheduling tool and the Government provided Configuration

Management Database (CMDB) in order to

X100, X200, X300

CPAR NO Configuration Management Plan - A027

DA-1003-008-

2402 MDA IT

Services Configuration Management

CONOPS (G)

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G) provide accurate information into the service plan updates as well as in support of capacity management and investment planning.

The Contractor shall ensure all software license and maintenance agreements are current, accounted for and tracked in accordance with SOPs, Government Policies, and Directives.

3.1.3.4 Effective and Efficient VB III

Auditorium Maintenance

Maintain collaboration systems and all associated VTC and A/V peripheral equipment associated with the VBIII Auditorium.

The Contractor shall maintain/utilize and procure manufacturer services and/or maintenance agreements.

The Contractor shall maintain the MDA VBIII Auditorium in accordance with established management plans (e.g., Risk, Quality, and Lifecycle), SOPs, OLAs, and DR/COOP.

The Contractor shall maintain the auditorium unique hardware, software, and peripherals.

(e.g., CODEC, A/V, video wall, AMX Panels).

X200, X300

CPAR NO MDA Manual 5305.01-M Operation and Use of the Auditorium in the Von Braun III Facility (G);

VBIII Audio Visual Infrastructure (G)

3.2 Effective and Efficient

Delivery of Future Collaboration Services

Manage, plan, design, coordinate, integrate, implement (including procure, test, and accept), future collaboration services and equipment.

Where required (based on capability context), interoperate with existing and planned systems and equipment, of joint, combined, and coalition forces and with other U.S.

Government Departments and Agencies, as appropriate.

As requested, the Contractor shall evaluate/recommend/establish/develop new application services and mobile device applications.

As requested, the Contractor shall evaluate secure cloud technology, emerging platforms, and existing internal platforms as an option in recommending efficient delivery of services to the Government.

This effort may include discrete projects and activities.

For future VTC and/or A/V build-outs, the Contractor shall perform planning, designing, integration, implementation (including procure, install, test, and accept) and coordination. For new VTC facility build-outs led by Associate Contractors, the Contractor shall perform/support design coordination, test and acceptance. (Reference PWS VTC Responsibility Matrix)

The Contractor shall populate their installation activities in the existing incident tracking system (e.g., Remedy) and follow Change Management processes.

The Contractor shall provide bi-weekly installation/integration status updates.

Prepare/submit appropriate PMIB/EAB documentation.

X100, X200, X300, X600- X699, X700- X999

CPAR,

PIF

NO PMIB/EAB Project

Support Documentation- A034

CPO . Unique Surveillance methods and criteria will be developed for each unique customer support effort, projects, and discreet tasks

PWS - VTC

Responsibility Matrix (G)

DoD Directive 4630.05 Interoperability and Supportability of Information Technology and

National Security Systems

3.3 Effective and Efficient

Software Development and/or Integration of Collaboration, Business, and Mobile

Deliver software-based collaboration, business, and mobile solutions.

Contractor shall plan, design, implement, test, and deploy software-based collaboration, business, and mobile solutions in accordance with Information Assurance (IA) guidelines, X600- X699, X700- X999

CPAR,

PIF

NO PMIB/EAB Project Support Documentation - A034

CPO Unique Surveillance methods and criteria will be developed for each unique customer

DoD Directive 8500.01E Information Assurance (D);

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

Application Solutions industry best-practices, DoD polices, MDA processes and policies, and specified requirements.

Coordinate IA code-reviews and mitigate IA vulnerabilities as required.

Gather and document requirements and advise the requesting customer of software best-practices.

Utilize an incremental development approach.

Develop a transition plan to operations and maintenance (O&M).

Develop and maintain documentation;

coordinate server and infrastructure dependencies. Prepare/submit appropriate PMIB/EAB documentation as required.

support effort, projects, and discreet tasks

DoD Instruction

8500.2 IA

Implementation

8000.01 Information Management (D)

3.4 Adherence to and Timely

Delivery of Information

Assurance Requirements

Prepare, review, coordinate, update, and submit DoD Information

Assurance Certification and Accreditation Process (DIACAP) supporting documentation and provide support for Controls Validation Testing (CVT).

Respond to security incidents in coordination with MDA Computer

Emergency Response Team (MDACERT); ensure applicable Command Tasking Order (CTO) and Information Assurance Vulnerability Alert (IAVA) compliance.

Ensure information assurance security is incorporated during the design and development of collaboration systems and applications.

The Contractor shall adhere to all current DoD and MDA applicable Information Assurance directives, policies and guidance.

The Contractor shall identify an Information Assurance Officer (IAO), as required. The Contractor shall coordinate accreditation packages with MDA/ICV for Designated Approval Authority (DAA's) approval. This may include coordination with other agencies

(e.g., Office of the Secretary of Defense (OSD)) and their approval processes for access to classified material.

For VTCs, the Contractor may have to coordinate with Defense Information Systems Agency (DISA) on the Defense Video Services- Global (DVSG) approval processes for sites that are sponsored by MDA.

X100, X200, X300

CPAR YES DoD 8510.01 DoD Information

Assurance Certification and Accreditation Process

(DIACAP) (G);

DoD Directive 8500.01E

Information Assurance (D);

MDA Plan 8500.02-P Information Assurance Program Plan (G);

DoD Manual

8570.01-M IA

Workforce Improvement Program (G);

3.5 Timely Procurement of

Equipment and Other Direct Cost (ODC) Items with Best Value to the Government

Competitively procure equipment and ODC items, to include hardware, maintenance/service agreements, software licenses, and vendor technical support as needed.

The Contractor shall procure equipment spares, discrete project equipment, new technology/refresh equipment, and associated incidental materials.

In performance of Information Technology (IT) (hardware, firmware, and software) procurements, the Contractor shall comply with DoD 8500.02 Information Assurance

Implementation, paragraph E3.2.5 Product Specification and Evaluation and subparagraphs.

X100, X200, X300, X600- X699, X700- X999

CPAR YES MDA Instruction

4161.01-INS

Accountability and Reporting of

MDA

Accountable Property (G);

MDA Directive

8400.01 Sustainable Electronics

Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's CPO Acceptable

Quality

Levels (AQL)

Mid-Range

Quality

Levels

(MQL)

Target

Quality

Levels

(TQL)

Surveillance Method Directives (D)/

Guidance (G)

The Contractor shall maintain/utilize and procure manufacturer warranty, service and/or maintenance agreements.

For Property and Configuration Management requirements see PWS Task 3.1.3.3.

Management Program (D);

DoD 8500.02 Information Assurance

Implementation (D)

3.6 Continuity of Services

Through Contract Transition (Phase-in/Phase-out)

Maintain continuous uninterrupted services through contract transition.

The Contractor shall furnish sufficient orientation, training, and equipment/system familiarization required by any follow-on Contractor or Government personnel to permit an effective, orderly, and successful transition that will maintain mission continuity. The Contractor shall provide SOPs, OLAs, and status on all open Remedy tickets.

The Contractor shall participate in a 100% physical inventory with the out-going/in-coming Contractor and the Property Management Associate Contractor and

Government Property Administrators.

0001-

CPAR NO Transition Plan (Phase Out) - A035

MICS Performance Work Statement (PWS) – Discrete Tasks

PERFORMANCE REQUIREMENTS AND DELIVERABLES

Task Desired Outcome Performance Based Service Requirements

(The Contractor shall perform the following)

Attribute(s)

(The Contractor shall perform the following)

CLIN Incentives Essential

Contractor

Services

CDRL's Directives (D)/

Guidance (G)

GMK 13-001.1 Effective and Efficient Management of the Reliability, Availability, Maintainability & Testability (RAM&T) Application for the Ground- Based Midcourse Defense Program Office (MDA/GM) - Weapon System Sustainment Directorate (MDA/GMK)

The Contractor…