PWS_110609_final.docx

Performance Work Statement

1.0 INTRODUCTION

The Personnel and Readiness Information Management (P&R IM) program includes all functional areas under the purview of the Under Secretary of Defense Personnel and Readiness (USD (P&R). The program’s major goal is to support the war fighter by eliminating or reducing data collection burdens, solving operational problems, conserving resources, improving delivery of services, and enhancing readiness. Additionally, the program coordinates with other IM programs in the Services, agencies, and other functional areas to support Department-wide Information Technology initiatives.

2.0 BACKGROUND

2.1 The Base Realignment and Closure Commission (BRAC) has determined that it is in the best interests of the nation that the Defense Human Resource Activity (DHRA) and all of its directorates, including P&R IM, relocate to the Mark Center in Alexandria, Virginia, at some point over the next few months.

2.2 Contractor support services are required to operate and provide maintenance support to the P&R IM computing capability to ensure that the computing environment is operational, as error free as practical, and secure. The objective is to provide an operational computer network capability that enables the P&R IM staff to perform their duties. This includes supporting all of the DHRA offices, as required, for the IT portion of the BRAC.

2.3 The required services shall be performed at the Government site at 4040 Fairfax Drive, Arlington, Virginia, and at the Mark Center in Alexandria, Virginia.

3.0 SCOPE

The Contractor shall provide all personnel, management and administrative support, and related equipment to necessary to perform the requirements as detailed within this PWS. The scope of this effort includes support for business process and architecture analysis, information technology requirements and strategy, and outreach/communication support to various programs and initiatives within the Human Resources Management (HRM) Core Business Mission Area (CBMA).

4.0 REQUIREMENT The Contractor shall:

4.1 Provide efficient, effective, and responsive program management support.

4.1.1 Submit a Monthly Status Report (MSR) to the Contracting Officer’s Representative (COR). The MSR shall include an analysis of the effort, accounting information, and the following elements:

4.1.1.1 Status of the network.

4.1.1.2 A summary of work performed for the reporting period.

4.1.1.3 Major issues that occurred during the month.

4.1.1.4 Resolution of/progress toward resolution of major issues occurring during the month.

4.1.1.5 Pending technical problems and strategy for resolution.

4.1.1.6 Outstanding non-technical issues.

4.1.1.7 Purchase requests and their status (e.g. planned, pending, delivered, installed).

4.1.1.8 Known security issues and their resolution.

4.1.1.9 Number of help requests, and their disposition.

4.1.1.10 A rolled-up summary of the effort to date.

4.1.2. Submit a monthly In Progress Review that includes:

4.1.2.1. Financial status including monthly burn rate.

4.1.2.2. Current budget including money that has been spent, and the amounts invoiced.

4.1.3 Perform Configuration management support, which includes:

4.1.3.1 An inventory of all equipment and software owned by, or in the possession of, P&R IM.

4.1.3.2 An audit trail of all hardware and software changes made by the Contractor.

4.1.3.3 A log of all problems and their solutions.

4.1.3.4 A check-out system for portable equipment and software.

4.1.3.5 A library of software.

4.1.3.6 An inventory of all supporting tools and equipment.

4.2 Provide network, workstation, and on-site support services:

4.2.1 Be responsible for operations, maintenance, and management of the P&R IM computer networks. This includes the computer-based physical security system. This support shall include:

4.2.1.1 Maintain the existing equipment, replacing aging or outdated equipment, and installing new equipment.

4.2.1.2 Maintain and upgrade software and installing new software.

4.2.1.3 Maintain server hardware and software.

4.2.1.4 Maintain the communications backbone to the network coordinating with the rest of the DHRA network environment.

4.2.1.5 Support P&R IM laptop requirements, troubleshooting problems in the network, locating and resolving user problems with their equipment or with the network, and maintaining an inventory of all hardware and software on the network.

4.2.1.6 Work with the P&R IM staff to plan, acquire, install, test, and maintain enhancements to the network and it various components.

4.2.1.7 Interface with other organizations, as needed, to provide computerized communication capabilities with the Department of Defense (DoD) NIPRNet, the DoD SIPRNet, and the internet, as well as providing customer support for the users of that equipment.

4.2.1.8 Ensure that the computing environment is operational, as error free as practical, and secure.

4.2.1.9 Provide assistance to users who have difficulty operating on the network.

4.2.2 Work Schedule. The contractor:

4.2.2.1 Is expected to work the hours of 0730 to 1730 from Monday through Friday whenever the office is regularly scheduled to be open, with the exception of specific urgent emergency situations.

4.2.2.3 With the move to the Mark Center in Alexandria, Virginia, may be required to work nights and weekends. The Contractor is expected to develop a flex schedule to allow work outside normal working hours due to the move. Occasionally, the Contractor may find it to be more convenient to perform certain network maintenance outside of normal office business hours. The Contractor is neither required, nor prohibited, from taking such action.

4.2.3 Provide Network Support, Management Security and Application Support Services.

4.2.3.1 Network support includes:

4.2.3.1.1 All aspects of the local area network (LAN) and the wide area network (WAN) to provide for connectivity of workstations, hosts, network printers, servers, and INTERNET within a monitored and secure environment. This includes telework systems and connections.

4.2.3.1.2 Supporting network servers between the Ballston and Rosslyn neighborhoods of Arlington, Virginia, until the BRAC move. After the BRAC move, the network servers at the Ballston location will be at the Mark Center.

4.2.3.1.3 Installing, configuring, tuning, diagnosing, and providing administration and security for the network.

4.2.3.1.4 Arriving on-site within 60 minutes of receiving a phone call or electronic message reporting any network problems during non-working hours.

4.2.3.1.5 Supporting DHRA by providing architecture planning services, expansion and upgrade services as needed by P&R IM.

4.2.3.2 Network management includes:

4.2.3.2.1 Development of baseline network performance statistics.

4.2.3.2.2 Monitoring and tracking bandwidth, utilization, diagnostics, errors, and other information to determine the state of the net.

4.2.3.2.3 Detecting incipient problems before they occur; providing alerts and troubleshooting problems; utilizing TCP/IP tools, including ping-trace route, SNMP, RMON, protocol analyzers, and packet sniffer.

4.2.3.2.4 Using Defense Manpower Data Center (DMDC) standard Enterprise management tools.

4.2.3.3 Network security includes:

4.2.3.3.1 Working within DMDC policies and security standards, procedures, and technology to protect and insure a safe and secure IT infrastructure in all parts of the IT environment from the network, host, and server to the desktop.

4.2.3.3.2 Participating in building the procedures and technology to avoid denial of service. Insure data integrity, confidentiality, and non-repudiation, using various technologies from router access lists, firewall, proxies, virtual private network (VPN) Public Key Infrastructure (PKI), authentication, and encryption.

4.2.3.3.3 Working with network monitoring products and intrusion detection systems.

4.2.3.4. Network application support includes:

4.2.3.4.1 Providing diagnosis and troubleshooting of any application problems operating on the network. The Contractor shall be proficient in technologies utilizing client server, database, Oracle, ODBC Web methodologies, UNIX, and Windows environments.

4.2.3.4.2 Assisting in analyzing execution and performance of the application across the complex interaction of servers, the network, firewalls, and security.

4.2.3.4.3 Identifying troublesome areas, bottlenecks, problems, algorithms, and code inconsistent in a network deployment.

4.2.3.4.4 Maintaining network uptime. The essential design of the DMDC centrally managed, architectural environment is based around network servers and it is critical that the network is functioning. If a network problem occurs at any time, the Contractor shall provide resources:

4.2.3.4.4.1. On-site within 60 minutes.

4.2.3.4.4.2 That have the expertise and be qualified to diagnose, troubleshoot and resolve the problem.

4.2.4 Provide Desktop Support Services. Provide on-site basic operating systems, applications, and hardware support for the P&R IM staff in Arlington, VA, in accordance with DHRA policy, standards, and procedures. Work shall be coordinated with DHRA and P&R support specialists, as needed. On-site technical support includes:

4.2.4.1 Software and hardware systems installation and configuration. This includes performing installations of operating systems and applications software installation; configuration; integration; and optimization, as well as installing and configuring systems, components, and peripherals.

4.2.4.2 Software and hardware system troubleshooting. Respond to all requests for assistance, determining the appropriate solution, and resolving the problem.

4.2.4.3 Replacement and installation of hardware components provided by the Government. When necessary, the Contractor shall remove failed components, mark the condition or failure, and install and test compatible components.

4.2.4.4 Desktop support services, including:

4.2.4.4.1 Installing new hardware and software, as needed.

4.2.4.4.2 Deploying, maintaining, and operating the Advanced Help Desk (AHD) program.

4.2.4.4.3 Troubleshooting hardware and software problems.

4.2.4.4.4 Using AHD to log user requests and any service provided, to include time spent on these requests.

4.2.4.4.5 Supporting and troubleshooting Deployable Technology List (DTL) standard configuration. The Contractor shall understand details and intricacies of the standard configuration and customer specific applications and be able to analyze and integrate desktop products with the DTL into the standard configuration.

4.2.4.4.6 Safeguarding the integrity of desktops. Provide support for virus protection with standard DTL procedures. Perform all work within security procedures and guidance.

4.2.4.5 Workstation installation and configuration support, as needed:

4.2.4.5.1 Installation Planning Phase. Develop integration and installation procedures with DTL standards. Provide an installation plan with schedule based on requirements stated in this document and information received from meetings with P&R IM and DHRA staff. Contractors will have access to current hardware and software and on-site staging space for this phase.

4.2.4.5.2 Integration Phase. Perform the following activities for each new workstation at the on-site staging and integration site:

4.2.4.5.2.1 Set-up new personal computers and monitors and test for basic operation. Ensure that all components are working correctly and notify the P&R IM Site Representative and Technical Assistants of any problems.

4.2.4.5.2.1.1 Remove unwanted pre-installed software. Ensure that all software applications pre-loaded on new or existing systems are removed prior to installation, or as specified by the P&R IM Site Representative and Technical Assistants.

4.2.4.5.2.1.2 Configure and test the Network Interface Card (NIC). .

4.2.4.5.1.1.3 Install and configure software suite for P&R IM users. In general, the software will be the standard software suite from the DTL, and the configuration and installation procedures will be the integrated standard set by the DTL. Other software configuration and installation procedures may be needed. The two P&R IM Technical Assistants will determine any implementation. All necessary software will be provided by the Government.

4.2.4.5.2.1.4 Configure system for specific user. Edit various configuration files and install special user-specific applications for a given user within the Enterprise standard design and set-up.

4.2.4.5.2.1.5 Transfer data files from user’s old system to new system. Transfer all data files via a method determined and identified by the Government Technical Assistants.

4.2.4.5.3 Installation Phase. Perform the following activities for each new workstation at the user’s location:

4.2.4.5.3.1 Remove old computer and monitor. Remove the old hardware from the user’s site to a location identified by the P&R IM Site Representative and Technical Assistants.

4.2.4.5.3.2 Install new system and monitor. Install and test the configured system and leave it in operating condition for the user.

4.2.5 Provide Additional Network and Desktop Services, including:

4.2.5.1 Testing. Test software upgrades provided by the Government, provide user upgrade plans, schedule upgrades with users, and conduct upgrades.

4.4.5.2 Backup. Perform all system backups for network servers on a weekly basis, respond to user requests for file restorations and file archiving within two hours, and provide and assist backup of user data at the workstations, as needed.

4.2.5.3 Inventory. Maintain the computer hardware and software inventory, update the inventory database, and provide equipment inventory reports monthly.

4.2.5.4 Security. Maintain system security as outlined in the DoD Security Procedures that are issued by DISA. The Contractor shall report all security violations to the P&R IM Site Representative and Technical Assistants.

4.2.5.5 Individual user training. One-on-one training to individual users on an as needed basis, based on users’ requests.

4.2.5.6 Submit a Change Report. This report shall document all processes, procedures, methods, standards, and records of work, changes made, hardware, software installations, and modifications of network, server, and workstations.

4.2.5.7 Configuration and Change Management. Perform all services and support within configuration and change management procedures that provide an auditable record for the customer when required. Assist in development and process improvements of the configuration and change management processes and procedures.

4.2.6 Provide Classified Computing Capability. P&R IM operates a classified computing capability. This computing capability connects to the DoD SIPRNet. The facility consists of multiple desktop computing platforms connected to a router and to the SIPRNet. A SECRET level clearance is required to access the facility. The Contractor shall:

4.2.6.1 Be responsible for the maintenance of the equipment, software, and communications capability.

4.2.6.2 P&R IM will operate a classified SECRET computing capability in the Mark Center as well. In addition, P&R IM will operate a classified computing capability in the Mark Center that will be classified at the Top Secret/Sensitive Compartmented Information (TS/SCI) level.

4.2.6.3 Be responsible for obtaining the necessary security clearances for its personnel to access the facility. At least one contractor employee will need a TS/SCI level clearance. Any additional contractor employees needing TS/SCI will be determined by P&R IM.

4.2.7 Perform Test and Evaluation Support, as follows:

4.2.7.1 Prepare and exercise testing scenarios to verify the operations stability of new hardware and software prior to its use by P&R IM staff.

4.2.7.2 Provide troubleshooting on existing hardware and software to isolate and resolve the inevitable problems that occur on operational networks.

4.2.8 Perform Change Management Support Maintaining the network, hardware and software involves continual change management. Many members of the P&R IM staff are not Information Technology experts. The contractor shall:

4.2.8.1 Employ a blended approach to ownership building that will enable the users of P&R IM computing platforms to feel empowered in their work, to include:

4.2.8.1.1 Advance notice of changes and their impact on users.

4.2.8.1.2 Minimized changes during regular office hours.

4.2.8.1.3 Descriptions of new capabilities being added to the platforms.

4.2.8.1.4 One-on-one user help when needed to resolve specific issues in a timely manner.

4.2.8.2 Provide ongoing security awareness training to users whenever high risk behaviors are observed.

4.2.9 Provide P&R IM Meeting Support. The Government anticipates there will be multiple meetings daily. Contractor presence at the meetings is not required. The Contractor shall ensure that all necessary equipment is available and operational prior to meet start times.

4.2.9.1 Maintain an inventory of mobile laptop computing and audio visual equipment to support meetings at other locations. This requirement includes maintaining the software in addition to the equipment.

4.2.10 Attend off-site training, as needed, when new products or applications are fielded. The off-site training may include DISA provided training for DISA required products to run on the P&R IM network (e.g., Host Based Security System (HBSS)) or DMDC provided training for any DMDC specialized network tools. When required, the contractor personnel responsible for managing or implementing any of the specialized DISA or DMDC tools will travel to the training site.

4.2.11 Provide Office Relocation and BRAC Support. Provide support to P&R IM in the planning and execution of the move of its Information Technology hardware, software, and services to the new office location and network equipment. This includes supporting all of the DHRA offices, as required, for the IT portion of the BRAC.

5.0 DELIVERABLES

6.0 CONTRACTOR TRAVEL

Contractor costs for Government authorized travel are included in this contract. All travel shall be in accordance with FAR 31.205-46 and applicable travel regulations (Joint, Federal or Standardized). Contractor payment claims shall include applicable documentation to support actual costs incurred (e.g. airfare and hotel/lodging receipts) as well as any receipts valued at or above $75.00. Failure to provide appropriate documentation may result in loss of reimbursement of travel expenses.

7.0 SECURITY ISSUES

The performance of the requirement will require, at a minimum, a SECRET security clearance as specified under paragraph 4.2.6.

8.0 GOVERNMENT FURNISHED PROPERTY/EQUIPMENT

All Government furnished equipment and property will be inventoried and be returned back to the Government at the end of the contract. On-site office space at the Government’s sites in Arlington, Virginia, and the Mark Center will be provided for the Contractor's personnel.

9.0 QUALITY CONTROL

The Contractor shall implement and maintain a Quality Control Plan (QCP) to ensure work performed conforms to the scope of work and meets the requirements under this PWS. The QCP shall, at a minimum, provide a method for performing inspections; identifying, correcting and preventing problems/defective service; addressing customer complaints; and improving the quality of services over the life of the contract.

10.0 QUALITY ASSURANCE

10.1. The Government reserves the right to perform inspections and surveillance to evaluate the Contractor’s compliance to the contract terms and performance of the requirements in the PWS. The Government will make every effort to ensure that the surveillance methods described below are conducted in an objective, fair, and consistent manner.

10.1.1. Periodic Surveillance. This action occurs when the COR or other Government official observes a deficiency. Examples include evidence from accidents, incidents, or delays. Regardless of where in the line-of-duty the COR observes contractual procedures not being followed, he/she has an obligation to document and report the deficiency to the Contracting Officer.

10.1.2. Customer Complaint Surveillance. This action is instituted when the COR receives a complaint from a stakeholder (stakeholder organizations include P&R IM, DPRIS User Agencies, Military Service Repository Owners, and the Defense Information Systems Agency) regarding contractor service. The COR will obtain the complaint in writing and then conduct an investigation to determine its validity. If the complaint is deemed valid, the COR will immediately notify the contracting Officer for action. The COR will notify both the Contract Manager and the complainant of the Government’s response to their complaint.

10.2. Contract Discrepancy Report (CDR). In the event of unsatisfactory contractor performance, the COR or CO will issue a CDR that will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The contractor shall acknowledge receipt of the CDR and respond in writing as to how he/she shall correct the unacceptable performance and avoid a recurrence. The Government will review the contractor's corrective action response to determine acceptability and will use any completed CDR as part of an overall evaluation of Contractor performance when determining present or future contractual actions.

11.0 CONFIDENTIALTY

Contractor personnel shall submit a completed non-disclosure agreement (NDA) to the Contracting Officer’s Representative (COR) upon request.

12.0 SPECIAL REQUIREMENTS/INSTRUCTIONS/CONSIDERATIONS

No data provided to, or developed by, the Contractor shall be used for any purpose other than to provide the services required under this PWS. All information (data files and hard copy) becomes the property of the Government and the Contractor shall return them to P&R IM at the completion of the contract.

13.0 ORGANIZATIONAL CONFLICTS OF INTERESTS

The Contractor acknowledges that it is familiar with FAR Subpart 9.5, Organizational and Consultant Conflicts of Interest, and agrees to avoid, neutralize or mitigate such conflicts of interest in accordance with the principles set forth in the FAR.

If the performance requires the Contractor (to include subcontractors) to supply technical support related to systems or projects with which the Contractor is already directly concerned, either by prime or subcontract, the Contractor shall immediately inform the Contracting Officer. The PWS may be withdrawn if a conflict is found. The Contractor shall not undertake performance of any PWS requirements which requires it to supply technical support regarding such systems until the notice is given, and written consent to proceed is issued by the Contracting Officer.