Atch 1 GSM-O PWS 02-18-2011v2.pdf

HC1028-10-R-2000

Attachment 01

Amendment 0002

Global Information Grid Services Management - Operations (GSM-O)

Performance Work Statement (PWS)

18 February 2011 i

Global Information Grid Services Management (GSM) – Operations

(GSM-O)

CONTENTS

1 Introduction …………………………………………………………………… 1 2 Scope of this PWS …………………………………………………………… 2

2.1 Functional Scope …………………………………………………….……… 2

2.2 Technical Scope …………………………………………………………….. 4

3 Administrative Requirements …………………………….……………….. 5

3.1 General Requirements ……………………………………………………… 5

3.2 Mission Constraints on OA&M Execution ………………………………... 6

3.3 Definitions ……………………………….…………………………………… 8

3.4 Directives and Instructions ……………………………….………………… 8

3.5 Performance Levels and Standards ………….………………….. 9

3.6 Deliverables ……………………………………………..………..…………. 9

3.7 Required Data Inputs …………………………………………………….. 9

4 Program Management Requirements …………………….……………… 9

4.1 Primary Management Documents …………………………..…………….. 9

4.2 Security Requirements ………………………………………..……………. 10

4.3 Reports and Controls ………………………………………..……………… 11

4.4 Cost Management and Reporting …………………………..…………….. 11

4.5 Business-Related Metrics …………………………………..……………… 12

5 Transition Requirements ………………………………………..………….. 13

5.1 Contract Initiation Review (CIR) ………………………………..…………. 13

5.2 Transition Plan ……………………………………………………..……….. 14

5.3 Transition Execution ……………………………………………..…………. 14

5.4 Termination Planning ……………………………………………..………… 14

6 Network Operation, Administration and Maintenance Requirements . 14

6.1 GSM-O Execution Conditions and Implementation Modes ……….…….. 15

6.1.1 Execution Conditions ……………………………………………..……… 15

6.1.2 Implementation Modes …………………………………………………… 15

6.2 GSM-O Stable Conditions Support …………………………………….…. 18

6.2.1 Order Processing & Request Fulfillment …………………………….… 18

6.2.2 Trouble Management ……………………………………………………. 19

6.2.3 Configuration Management (CM) …………………………………….… 21

6.2.4 Support to Network Operations Centers and Operational Support Systems (OSS) ……………………………………………………………. 22

6.2.5 Performance Management ………………………………………………. 24

6.2.6 Network Maintenance, Operational Engineering, Administration and Security ……………………………………………………………….. 25

6.2.7 Program Integration Services ……………………………………………. 26

6.2.8 Support to Government Development of Functional Applications …… 26

6.3 GSM-O Contingency/Emergency Response Support …………………… 27

6.3.1 Nature of Mission Requirements ………………………………………… 27

ii

6.3.2 Functional Activities ………………………………………………………. 28

6.4 GSM-O COOP Support …………………………………………………….. 28

7 Net Assurance Operations …………………………………………………. 30

7.1 Computer Network Defense – Protect Activities ………………………… 31

7.2 Computer Network Defense – Detect Activities …………………………. 32

7.3 Computer Network Defense – Response Activities …………………….. 32

7.4 Computer Network Defense Sustainment Activities ……………………. 33

8 Defense Message System (DMS) ………………………………………. 34

9 User Selected Services ……………………………………………………. 35

9.1 On Demand End-to-End Service …………………………………………. 35

9.2 DISA High Availability (HA) Service ……………………………………….. 35

9.3 DISA Real Time Transport Service ……………………………………….. 35

9.4 DoD Messaging Capabilities ……………………………………………… 36

10 Integrated Operations Support Services …………………………………. 36

10.1 Unified Service Desk ………………………………………………………… 36

10.2 Converged GIG Management ……………………………………………… 36

10.3 Technology Convergence …………………………………………………... 37

10.4 Process Re-engineering ……………………………………………………. 37

Appendix A – Definitions …………………………………………………………………. A-1 Appendix B – Directives and Instructions ………………………………………………. B-1 Appendix C – GSM-O Acceptable Performance Levels and Standards .…………… C-1 Appendix D – CDRLs List ………………………………………………………………… D-1 Appendix E – List of Data Capture Reports and Data Extracts ……………………….. E-1 Appendix F – List of GSM-O Acronyms ………………………………………………….. F-1

Global Information Grid (GIG) Services Management (GSM) –

Operations (GSM-O)

1. INTRODUCTION

a. The Global Information Grid (GIG) Services Management (GSM) Acquisition of Services (AoS) is a United States (U.S.) Government program chartered to provide support to the Defense Information System Network (DISN) and associated networking capabilities. The Defense Information Systems Agency (DISA) acts as the provider of GIG/DISN services to its customers the Department of Defense (DoD) and national security organizations. As depicted in Figure 1, the full set of GSM capabilities has been divided into three capability groups, as follows:

• GSM-Operations (GSM-O) capabilities, to be provided by this PWS

• GSM-Engineering, Transition and Implementation (ETI) capabilities, to be provided by other sources

• GSM Projects and Support (P&S), capabilities, to be provided by other sources

b. This GSM-O Performance Work Statement (PWS) describes requirements to provide the support necessary to carry out the day-to-day operations and sustainment of GIG networks and related services. The core telecommunications capabilities supported by GSM-O enable the Warfighter to meet operational needs by providing world-wide telecommunications, supporting natural disaster relief, and conducting humanitarian assistance in peace time crises, regional conflicts, and at the same time executing on-going strategic deterrence activities.

c. The GSM-ETI effort will support DISA’s technical planning and design of its network capabilities and provide engineering-related support capabilities that are complementary to the GSM-O operations capabilities. GSM-P&S support capabilities will, in part, perform project work in support of DISA and its customers to deliver a selected set of new capabilities. The results of GSM-ETI actions, and some deliverables from GSM- P&S, when formally accepted by DISA, will be incorporated into the GSM-O networking baseline, to be subsequently operated and maintained by GSM-O.

d. Background information pertaining to DISA and the overall GSM AoS are available in the GSM Virtual Reading Room (VRR) associated with this PWS.

Figure 1 GSM AoS Scope

2. SCOPE OF THIS PWS

2.1 Functional Scope

a. The functional scope of this effort includes requirements that provide the following sets of capabilities needed to support DISA-provided networks and infrastructure:

(1) Program Management to enable and support the Contractor’s other task execution

(2) Transition required capabilities to ensure that DISA-provided GIG services support is smoothly transferred from the previous service contractor to the

GSM-O Contractor

(3) Network Operations required capabilities, including the following task areas:

a) Request Fulfillment

b) Trouble Management

c) Configuration Management

d) Performance Management

e) Network Operations, Administration & Security

f) Network Maintenance

g) Program Integration Services

h) Support to Government Development of Networking Capabilities

i) Contingency/Emergency Response capabilities to provide comparable support under variable execution conditions

j) Network Continuity of Operations (COOP) capabilities

(4) Network Assurance required capabilities including the following Computer

Network Defense (CND) areas:

a) CND Protect

b) CND Monitor, Analyze and Detect

c) CND Respond

d) CND Sustain

(5) User Selected Services required capabilities: includes a set of customer services that are qualitatively superior to those currently available as part of the DISA-provided GIG services subscription, and will be made available to customers as the requirements become known and are funded.

(6) Integrated Operations Support Services required capabilities: includes service improvements to the operational environment.

b. To clarify the PWS functional scope, as depicted in Figure 1, some networking activities critical to overall effectiveness of DISA-provided GIG services are executed in the GSM context by the GSM-O Contractor, while other activities are executed by other contractors, with the goal of integrated support. Examples of activities include the following:

(1) Deployment of new capabilities originally developed by the GSM-ETI contractor will be implemented by the GSM-O Contractor (see paragraph 3.1d).

(2) Technology Refreshment actions for both hardware and software capabilities will be implemented by the GSM-ETI contractor and activated by the GSM-O

Contractor

(3) Resolution of hardware troubles and associated repair actions will be initiated by the GSM-O Contractor and may require support from the GSM-ETI contractor

(see Table 1 in paragraph 6.1.2b).

c. The functional capabilities provided by this PWS shall be applied to the operation and sustainment of the DISA-provided GIG services infrastructure (see definition Appendix A) where those capabilities are installed and used worldwide.

2.2 Technical Scope

a. GSM-O support shall be provided to the following named network/system capabilities:

(1) CENTRIXS Cross Enclave Requirement (CCER)

(2) Customer-controlled (non-DISN) networking capabilities

(3) Data Communications Network (DCN)

(4) Defense Message System (DMS)

(5) Defense Red Switch Network (DRSN including Voice over Secure Internet

Protocol (IP) (VoSIP) (DISA managed portion only)

(6) Defense Research and Engineering Network (DREN)

(7) Defense Switched Network (DSN) Voice over IP (VoIP) on DISA supported IP based networking services (DISA managed portion only)

(8) Designated DISN Transport capabilities (circuits) (excluding leased circuits)

(9) DISN Enhanced Mobile Satellite Services (EMSS)

(10) DISN encrypted traffic (if necessary)

(11) DISN Leading Edge Services (DISN-LES)

(12) DISN Video Services (DVS)

(13) DoD Messaging Capabilities

(14) Gateway Service Desks (3 regions)

(15) GIG Control Network (GCN)

(16) Ground-based Midcourse Defense (GMD) Communications Network (GCN)

(17) GSM Operational Support Systems (GSM-OSS) capabilities

(18) Internet Access Point Network (IAPNet)

(19) IP Converged Solution Support—Everything over IP (EoIP) Evolution

(20) Leased transport circuits (via DATS and other sources)

(21) Nonclassified but Sensitive Internet Protocol Router Network (NIPRNet)

(22) Secret Internet Protocol Router Network (SIPRNet)

(23) Secure Mobile Environment Personal Electronic Device (SME-PED)

(24) Timing and Synchronization (T&S) assets

(25) DISN De-Militarized Zone (DMZ) capabilities for the following:

a) Combined Enterprise Regional Information Exchange System (CENTRIXS) Network DMZ

b) DoD DMZ

c) Federal (FED) DMZ,

d) Globally Reaching Interactive Fully Functional Information Network

(GRIFFIN) DMZ

e) Multinational Information Sharing (MNIS) DMZ

f) NIPR DMZ,

g) Releasable (REL) DMZ

h) SIPR DMZ

b. Detailed asset and performance data pertaining to the PWS scope are contained in the classified addendum (a CD-ROM) to this PWS.

c. The specific system and site-by-site networking capabilities to be supported by each GSM-O task order will be identified by the GSM asset inventory data to be provided with specific task order(s) as historical information. Note that as GIG/DISN capabilities evolve over the life of the GSM-O contract, the list of supported systems on any task order may include systems not currently listed in paragraph 2.2a.

d. Some capabilities which are provided by third party service providers do not require hands-on repair and maintenance services; those capabilities will be identified in each applicable task order.

3. ADMINISTRATIVE REQUIREMENTS

3.1 General Requirements

a. Place of Performance: The duties of the GSM contractors shall be performed at Government Facilities (GF), including but not limited to the following locations: Scott AFB (IL); Stuttgart, GE; Honolulu, HI; Tampa, FL; Manama Bahrain; Skyline 7 (DISA building), Arlington VA; and 701 S. Courthouse Road (DISA building) Arlington VA. The efforts performed at the Skyline 7 and 701. S Courthouse Road facilities in VA are planned to be transferred to the BRAC-directed Government facility at Ft. Meade, MD at a future time no later than the end of FY11. The use of Contractor Facilities (CF) requires Government approval. Other work locations within and outside the Continental United States shall be as specified in each Task Order.

b. Alternate Place of Performance – Unforeseen Conditions: Contractor employees may be required to work at home, at another approved activity within the local travel area, or at the Contractor’s facility with Government approval, in cases of unforeseen conditions or situations (e.g., pandemic conditions, exercises, etc.). Any Government equipment such as laptops or phones provided to Contractor personnel shall be returned at a time mutually agreeable to both parties. Contracting Officer Representative (COR)/Task Monitor (TM) approval is required. The Contractor shall prepare all deliverables and other contract documentation utilizing Contractor resources. To the extent possible, the Contractor shall use best efforts to provide the same level of support as stated in the PWS. In the event the services are impacted, reduced, compromised, etc., the Contracting Officer or the Contractor may request an equitable adjustment.

c. Functional Requirements: GSM-O network operations, maintenance and security services are required to be performed on the Government-designated installed networking infrastructure as located in Government-designated sites and facilities. The Contractor shall use the Government’s GSM Operational Support Systems (GSM-OSS) in the performance of operations and support activities.

d. Coordination of Execution Outcomes: The GSM-O contractor will be directed by the Government to coordinate and interact with other contractors who support DISA's mission and as such will be required to incorporate Government-accepted capabilities into the DISA-provided GIG services configuration baseline as deemed appropriate by the GSM-O Program Manager. Of note for the GSM-O Contractor, when the Government accepts new capabilities that are the result of work by another contractor, and incorporates those capabilities into the DISA-provided GIG services configuration baseline, the GSM-O Contractor will then become responsible for operation, security, maintenance and repair actions of those capabilities, as applicable (GSM-OSS support includes operations, maintenance, and security, but not repair; see paragraph 6.2.4).

e. The Contractor shall comply with DISA training, reporting, security, and personnel requirements. These include but are not limited to Personnel Access Management (PAM) reporting, security training, and safety training.

f. For overseas locations, the Contractor shall manage all customs processes to include preparing custom documentation and shipping and receiving materials, equipment and parts.

g. Enabling Facilities: As specified by the applicable task order, the Contractor shall provide temporary to long term storage/staging facilities to accomplish the receipt, inventory, integration and shipping as/when needed to accommodate the receipt and protection of materials being received pending the receipt of further materials, and shall also provide enabling work space as may be needed to accomplish the requirements of the task order.

h. Due to changes in the organization of DoD announced in August 2010, specific titles (e.g. Commander JTF-GNO, etc) are subject to change. Such titles shall be interpreted in the PWS as meaning, “… or the successor to this office if applicable."

i. In compliance with U.S. Office of Management and Budget (OMB) guidance dated 28 September 2010, federal agencies are required to ensure that procurements of networked information technology comply with Federal Acquisition Regulation requirements for using the U.S. Government version 6 (USGv6) profile and testing program for the completeness and quality of Internet Protocol version 6 (IPv6) capabilities. The DISA IPv6 POC will provide necessary implementing guidance applicable to the Contractor's service as GFI.

3.2 Mission Constraints on OA&M Execution

a. Prepaid Agreements – Selected GIS hardware and software items (e.g. switches, internal applications, etc.) are covered by Maintenance Agreements between the current DISN contractor and the applicable equipment maintenance provider. All such Agreements run for 12-month periods which expire in January annually. The GSM-O Contractor, with Government approval, shall arrange successor agreements with no break in coverage and shall then provide repair/maintenance actions on such covered equipment in association with the Agreement provider. The current DGS contractor will continue to be responsible for performance of repair and maintenance of the infrastructure until the GSM-O Contractor has been tasked via separate task order to provide these capabilities. It is anticipated that this will occur sometime during the first year of GSM-O execution, with the start of repair/maintenance activities delayed to align with the Agreement renewal dates.

b. The Contractor shall perform the activities described in this PWS in a manner that enables any new action (e.g. a new request, a trouble-induced action, a maintenance action, etc) to be “rolled back” (i.e. to reinstate the network configuration and the operational state from which such action was started) when directed by the Government.

c. The Contractor shall cease all actions on network support upon Government direction of a network “freeze” condition (see Appendix A for definition).

d. The GSM IP Address List shall be managed and provided by the Government.

e. The Contractor shall provide to the Government, as needed, read-write access to all network elements being supported. The Government will provide as GFI, and maintain, the list of such authorized staff.

f. The Contractor shall use the DISA Approved Products List (APL) and associated oversight processes when specifying or purchasing equipment for use in repair and similar functional activities.

g. Individual task orders may include additional constraints specific to the work performed.

h. Operational Support agreements with telecommunications, server, and services developers remain in effect and shall be used for technician dispatch for faults that are identified in elements of the DISA-provided GIG services that are not under direct Contractor control.

i. All changes shall conform to DISA approved Change Management processes and be approved by DISA Change Advisory Board (CAB). The contractor can assume that a Standard Change action conforms to DISA Change Advisory Board guidance, hence no further CAB action is required. Other-Than-Standard actions may require CAB action for work to proceed.

j. Configuration changes shall be coordinated with DISA’s customer(s) and the Designated Accreditation Authority.

k. The Contractor shall provide all equipment associated with, or required for, the execution of a task order, except for items having unit cost greater than $10,000.00 (see paragraph 3.2L). The Government shall approve the procurement of such equipment prior to its procurement. Such equipment shall become Government property if/when installed in the DISA-provided GIG services infrastructure. The Government may, at its discretion, use various other sources, including separate contract sources, for the procurement of equipment to be installed; in such situations the equipment shall be managed as Government property.

l. Items of telecommunications/IT equipment and associated integral components) having unit cost greater than $10,000.00 (as of September 2010) will be procured and provided by the Government in accordance with the DISA Acquisition Strategy and provided to the Contractor for installation/implementation/ transition according to the task order. The Government will update this cost threshold annually. All software purchases shall be Government executed.

m. Equipment installed at DISA-provided GIG services interface points shall comply with existing DISA-provided GIG services architecture, GSM-OSS, and Authority to Operate (ATO). This shall not restrict how the service external to the DISA-provided GIG services -owned components is performed (commercial vendor cloud). Equipment and software installed on the DISA-provided GIG services side of the extended demarcation point shall become Government property.

n. When the Government accepts a new networking capability into the installed DISN infrastructure, for subsequent operation and sustainment by the GSM-O Contractor, the Government will provide, as added GFI, the manufacturer’s recommended spare parts lists, user manuals, operator guides, and training materials, as applicable, that are associated with the newly-installed capability.

o. Actions that may require a visit to a Government site to perform duties of the contract shall be coordinated in advance of the visit with the Government access procedures provided as GFI.

3.3 Definitions

Appendix A provides definitions which shall be applicable to all task order work under this PWS.

3.4 Directives and Instructions

Appendix B provides directives and instructions which shall be applicable to the GSM-O effort and are included as constraints in this effort. The PWS provides the Contractor with flexibility to conceive and propose innovative approaches and solutions. However, in some cases, there may be constraints that the Government must place on those solutions.

3.5 Performance Levels and Standards

a. Appendix C provides the table of Acceptable Levels of Performance (ALPs) associated with PWS requirements. Each PWS requirement cites the applicable rows from Appendix C. Each task order will cite the specific ALP(s) that apply to the requirements of that task order.

b. If a given ALP is used to assess performance in more than one task order, as documented in the QASP for each task order, the ALP shall be used in each such task order to assess the performance of that task order separately, without regard of or effect on the performance and assessment of any other task order. For example, a performance level of Red for ALP #1 in TO-1 does not affect or carry over to the use of that same ALP in TO-2. This requires that both positive and negative outcomes and assessments be focused on and attributed to the performance of the TO being controlled, independent of the application of that same ALP in another TO.

3.6 Deliverables

Each PWS requirement cites the applicable deliverable Contract Data Requirements List (CDRL) item(s) resulting from that work; Appendix D provides the complete list. A separate addendum to the RFP provides a completed DD Form 1423 (CDRL) for each CDRL identified in Appendix D. Note that all CDRLs shall be reviewed as part of the Contract Initiation Review (see PWS 5.1). Each task order will cite the specific CDRLs that apply to the requirements of that task order.

3.7 Required Data Inputs

In addition, the Government requires that the Contractor provide data inputs (called Data Capture Records) to established tool repositories, and provide data records (called Data Extracts) of accomplished tasks in a manner that can be directly viewed by the Government. These data inputs and extracts are actions that shall be performed by the Contractor during required tasks using Government-directed tools (most of which will be part of the GSM-OSS). Where such required data inputs and records are applicable, the PWS paragraph identifies these immediately following the identification of CDRLs.

4. PROGRAM MANAGEMENT REQUIREMENTS

4.1 Primary Management Documents

To establish an appropriate and effective execution environment immediately following award of the contract, the Contractor shall provide the following deliverables:

a. Program Management Plan (PMP): The Contractor shall provide a PMP document, for Government review and approval, which addresses all GSM-O activities and assigned tasks of the contract .The PMP shall identify and describe all required deliverables. Deliverables (CDRLs) resulting from this work are as follows:

A001 Program Management Plan (PMP)

b. Concept of Operations (CONOPS): The Contractor shall provide a final draft CONOPS document, for Government review and approval, which addresses all GSM-O functional and administrative activities, roles, and responsibilities. Deliverables (CDRLs) resulting from this work are as follows:

A002 Concept of Operations (CONOPS)

4.2 Security Requirements

a. Overall Security Classification Requirements for the work conducted under this PWS are as described in the DD Form 254. Classification level requirements for this work will vary, and for some activities will include up to Top Secret/Sensitive Compartmented Information (TS/SCI). Specific classification level requirements will be detailed within each Task Order.

b. The Contractor shall implement and adhere to security policies and classifications of the networks in accordance with the DISA and DoD classification guides. Storage and reporting of information shall be in accordance with the classification guides. The Contractor shall minimize security incidents and “spillage.” Applicable standards from the Acceptable Levels of Performance (ALP) table in Appendix C is/are row number 1.

c. The Contractor shall establish and implement security aspects of the contract execution environment (i.e. policies, procedures, standards, resources, controls, and outcomes to include applicable verification testing) that are compliant, effective, and reliable in the areas of personnel security (for clearances and access), information security and assurance, and physical security and protection of facilities and infrastructure. Applicable standards from the Acceptable Levels of Performance (ALP) table in Appendix C is/are row number 2.

d. The Contractor shall provide, for Government review and approval, a GSM-O Administrative Security Plan that addresses, at minimum, the following:

(1) Identification of applicable Federal, DoD, Allied/Coalition, and DISA security-related policies and directives that are applicable to the DISA-provided GIG services environment

(2) Security activities, procedures, controls, and outcomes to be incorporated into other GSM-O functions and tasks

(3) Risk assessment and mitigation for applicable GSM-O areas as designated by the Government

(4) Periodic measures and controls to verify that policies, standards and practices are being executed as assigned

(5) Personnel security (for clearances and access)

(6) Information security and assurance

(7) Physical security and protection of facilities and infrastructure

e. Deliverables (CDRLs) resulting from this work are as follows:

A003 Administrative Security Plan A004 Annual Administrative Security Report

4.3 Reports and Controls

a. The Contractor shall provide, at minimum, the following types of reporting controls:

(1) Each one-time or periodic report or reporting process needed for effective control of all contract activities, including at minimum the following:

• One-time conditional reports or deliverables that document the results of an activity

• Periodic reports that provide data and other documentation on a daily, weekly, monthly, quarterly, or annual basis as applicable

• Periodic meetings and reviews conducted to review status and task outcomes

(2) The Contractor shall prepare and present a Quarterly Program Review following a Contractor’s recommended process and presentation template.

(3) The Contractor shall prepare and present a Quarterly Fiscal Review whose content covers all invoice data for the period as well as issues identified from previous reviews.

(4) When required by the applicable task order, the Contractor shall prepare and provide an Invoice Supporting Data Spreadsheet whose content and design have been approved by the Government; the intent is to provide supplementary data for Government analysis that shows how the summary data presented in the formal invoice format were derived.

(5) The Contractor shall prepare and present an annual Review of Deliverables to verify that the purpose, content and format of each deliverable is still relevant and necessary.

(6) The Contractor shall provide, annually, a planning baseline of activities and criteria to assist the Government in planning for future transition-out actions at the end of the life of the GSM-O contract.

b. Deliverables (CDRLs) resulting from this work are as follows:

A005 Quarterly Program Review A006 Quarterly Fiscal Review A007 Invoice Supporting Data Spreadsheet A008 Annual Review of Deliverables A009 Report of GFE

A010 Annual Termination Planning Report

4.4 Cost Management and Reporting

a. A Government objective for effective DISA-provided GIG services management is to provide seamless and efficient processes for integrating all costs of services due to GSM-O efforts to allow an accurate allocation of those costs to users, to support improved accuracy, and to promote a reduction in the costs of subscription services over time. The Contractor shall maintain accurate records of the costs of services provided for each DISA managed network and service. Applicable standards from the Acceptable Levels of Performance (ALP) table in Appendix C is/are row number 3. In managing costs for services, the following constraints shall apply:

(1) The Contractor’s invoicing procedures shall include prompt payment discounts and penalties for late billing outside the 30-day period.

(2) The Contractor shall provide activity based cost reports provided quarterly within 30 days after the end of each Calendar Quarter with all costs accurately applied to cost drivers and cost elements for reportable systems.

b. The Contractor shall identify and recommend potential productivity improvements and cost efficiency recommendations that can be implemented throughout the term of the contract to reduce cost. The Contractor shall report the achieved results of efficiencies gained to the Government annually, as an appendix to the annual update of the Program Management Plan (CDRL A001).

c. Deliverables (CDRLs) resulting from this work are as follows:

A011 Activity Based Cost Report

4.5 Business-Related Metrics

a. The Contractor shall recommend, for Government approval, business metrics.

Examples could include the following:

(1) Number of invoices within the preceding 12 months that were late (i.e. outside the 30-day submission period).

(2) Percentage of assigned Contractor or subcontractor staff having all required security clearances.

(3) Percentage of reported outages during past quarter/year where the required repair parts and materials were not available within the required time limit specified in Appendix C.

(4) Analysis of inventory levels of spare/repair parts within the Contractor’s control to ensure that response times are met while holding inventory costs to a minimum.

(5) Analysis of staff travel associated with outage repair activities to ensure appropriate balance between full-time staffing at hub locations and “get-there” responses to reported troubles.

b. Applicable standards from the Acceptable Levels of Performance (ALP) table in Appendix C is/are rows number 4 and 47. Deliverables (CDRLs) resulting from this work are as follows:

A012 Quarterly Business Metrics Report

5. TRANSITION REQUIREMENTS

5.1 Contract Initiation Review (CIR)

a. To ensure that both Government and Contractor understand the terms of the contract, and where applicable a task order, and are ready to launch and manage effective contract execution, the Contractor shall organize and present a one-time Contract Initiation Review (CIR) of the contract’s or task order’s terms, objectives, tasks, constraints, standards, and deliverables. The CIR shall address at minimum the following topics:

(1) Government objectives and requirements as documented in the solicitation (to ensure that all participants actually know what is in the solicitation)

(2) The purpose, content, structure/format, media, and submission schedule of each deliverable (CDRL) to be provided as a result of activities of the PWS

(3) The structure of Contract Line Item Number (CLIN) items and tasks driving Contractor performance for the first year

(4) Data and resources needed by either side as conditional prerequisites to complete the design of deliverables and the execution of initial tasks

(5) A list of issues to be resolved by each side within the first 30, 60, and 90 days of contract execution

b. The CIR agenda shall be developed by the Contractor for Government approval. The CIR shall be conducted at a Government-approved facility. All named key personnel of the Contractor team shall attend. The Contractor shall submit draft dummy deliverables, for coordination of content and format, for Government review one week prior to the CIR. The Government’s target is to have the CIR presented within three weeks following award of the contract and applicable task orders.

A013 Contract Initiation Review (CIR)

5.2 Transition Plan

a. To establish an appropriate and effective transition environment immediately following award of the contract, a Transition Plan shall be submitted as a deliverable to provide the basis for the execution of all transition activities throughout the first year of the contract. Attributes of the Transition Plan include the following:

(1) The Transition Plan shall use a Contractor -recommended design and format, include the activities of the CIR requirements as described above, and be submitted for Government review and approval within 20 days of contract start date (as established by the Contracting Officer).

(2) As part of the Transition Plan, within 30 days after assuming responsibility, the Contractor shall schedule an independent test and evaluation period lasting up to one week, within each Region on a phased basis, to assess the Government’s and Contractor Staff’s ability to meet the PWS standards, within 30 days after assuming responsibility. This requirement may be individually waived by the Government.

(3) The Transition Plan shall account for possible Government-directed Performance Acceptance Test (PAT) execution, at the Government’s option.

b. Deliverables (CDRLs) resulting from this work are as follows:

A014 Transition Plan

5.3 Transition Execution

The Contractor shall execute transition actions in accordance with the approved Transition Plan. Applicable standards from the Acceptable Levels of Performance (ALP) table in Appendix C is/are row number 5. Deliverables (CDRLs) resulting from this work are as follows:

A015 Transition Results Report

5.4 Termination Planning

See paragraph 4.3a for requirements pertaining to planning for transition-out actions at the end of the contract.

6. NETWORK OPERATION, ADMINISTRATION AND MAINTENANCE (OA&M)

REQUIREMENTS

a. The Contractor shall provide network operation, administration and maintenance capabilities as described in this paragraph. As noted in paragraph 3.2a, the task order for repair and maintenance capabilities will be issued by the Government while a set of existing maintenance agreements is still operative. While those existing agreements are operative, the Contractor shall coordinate as applicable with the DGS contractor for repair/maintenance actions as needed; after the new agreements, to be arranged by the GSM-O Contractor, become operative, the Contractor shall provide repair and maintenance actions by use of the new agreements.

b. Roll-back actions (see paragraph 3.2b) shall be consistent with the applicable standards from the Acceptable Levels of Performance (ALP) table in Appendix C row number 6.

c. As discussed in paragraph 1, GSM-O support is integrated with support provided by other contract sources. Paragraph 6.2.7 below discusses requirements for integration of outcomes from GSM support activities.

d. The Contractor shall interpret the activities described in PWS paragraph 6 including all subordinate subparagraphs, as applicable, (e.g. "perform configuration management") in a manner consistent with the process descriptions of the DISN Operational Architecture (OA) provided as GFI.

e. GSM-O networking support requirements are described below by use of ITIL® framework terms, where applicable, to encourage their use in the execution of task work. ITIL® definitions and concepts are readily available from public online resources (see definition in Appendix A).

6.1 GSM-O Execution Conditions and Implementation Modes

The Contractor shall provide GSM-O OA&M service capabilities as follows:

6.1.1 Execution Conditions: The Contractor shall provide GSM-O OA&M service capabilities under three related but separate sets of mission conditions, as follows:

(1) Stable (but not static) conditions – see paragraph 6.2.

(2) Contingency/Emergency Response conditions – see paragraph 6.3.

(3) COOP-related conditions – see paragraph 6.4

6.1.2 Implementation Modes:

a. The Contractor shall provide GSM-O service capabilities as described in PWS paragraphs 6.2 – 6.4, including all subparagraphs thereof, under various implementation modes of execution, as described in Table 1, based on the criteria of the “Standard Change” definition (see Appendix A). The implementation modes are as follows:

(1) Some requested work, if it exceeds the criteria of the Standard Change definition, will be transferred by the Government for support via a non-GSM-O source of support.

(2) Some requested work will remain GSM-O work but will be executed via Other-than-Standard procedures. In these situations, Standard Change procedures are not applicable, in order to give the Government a greater degree of control over the required process outcome. Note that, as a mode of implementation, an Other-than-Standard work outcome is not different per se, but the degree of Government participation is. The Government may, at its option at any time, change the category of work from a Standard Change action to one under this paragraph, by notification to the Contractor by an authorized Government person (e.g. by a Task Monitor or comparable authority)

(3) Requested work, if it satisfies all of the criteria of the Standard Change definition, will be categorized as Standard Change work and shall be performed by the Contractor via that activity path.

b. Table 1 provides a decision rule table, based on the definition of “Standard Change” (see Appendix A) indicating which source or PWS requirement will be used by the Government to obtain GSM support.

Table 1. GSM Work Allocation Table

GSM Work Assignment/Allocation Table Read top to bottom in sequence

Step Criterion YES NO 1 Support not in GSM-O scope: Does the work involve Program/ Admin Support;

Software development/modification;

Training Services?

Refer to Government COR for support via non-GSM-O Sources: e.g.

GSM-P&S

Go to step 2

2 Support not in GSM-O scope: Does the work involve engineering design and implementation of new GIG/DISN capabilities?

Refer to Government COR for support via non- GSM-O Sources e.g.

GSM-ETI

Go to step 3

3 Within GSM-O scope: Has the Government declared the work to be Contingency or Emergency Response work (PWS 6.3)?

Refer to Government COR for Support via a GSM-O (Other-Than- Standard mode) or other Government-designated source

Go to step 4

4 Within GSM-O scope: Is this COOP support work (PWS 6.4)?

Execute as applicable in the Other-Than-Standard work mode

Go to step 5

5 Is the work any of the following:

a. Request Fulfillment work

b. Trouble Management (Repair or Restoral) work

c. Maintenance work

Go to step 6A Go to step 10

6A Does the work require changes in facilities, floorspace footprint, power/HVAC? E.g. new node; new

Refer to Government COR for Support via GSM-ETI or other

Go to step #6B

Step Criterion YES NO equipment? Government-designated source

6B Does the work change backbone bandwidth (see definition Appendix A) at the applicable DISN point of presence?

Refer to Government COR for Support via GSM-ETI or other Government-designated source

Go to step #6C

6C Are any requested/needed equipment/capabilities not on the DISA Approved Products List (APL)?

Refer to Government COR for Support via GSM-ETI or other Government-designated source

Go to step #6D

6D Has the Government declared that this work is to be done as an Other-than- Standard action via PWS 6.1.2a(2)?

Execute as an Other-than- Standard action

Go to step #7

7 Within GSM-O scope: Is this Request Fulfillment work (PWS 6.2.1)?

go to step #7A Go to step 8

7A Has the requesting DISN customer provided approval in accordance with DISN request fulfillment procedures?

Perform GSM-O Standard Change action: PWS 6.1.2a(3

Execute as an Other-than-Standard action

8 Within GSM-O scope: Is this Trouble Management (Repair or Restoral) work

(PWS 6.2.2)?

go to step #8A Go to step 9

8A For repair or restoral/workaround actions: does it involve replacement of an item beyond the range of items of equipment up to and including an individual chassis?

Execute as an Other-than- Standard action

Perform GSM-O Standard Change action:

PWS 6.1.2a(3)

9 Within GSM-O scope: Is this Maintenance work (PWS 6.2.6)?

Perform GSM-O Standard Change action: PWS 6.1.2a(3)

Go to step 10

10 Within GSM-O scope: Does the work activity involve any of the following?

a. Program Management work (PWS 4)?

b. Transition work (PWS 5)?

c. CM work (PWS 6.2.3)?

d. Ops Center Support work (PWS 6.2.4)?

e. OSS support work (PWS 6.2.4)?

f. Performance Management work (PWS 6.2.5)?

Execute as applicable in the Other-Than-Standard work mode (by PWS definition)

Stop. Review facts of situation.

Steps 1-10 cover all logical paths

Step Criterion YES NO

g. Network Integration work (PWS 6.2.7)?

h. Support for Govt Functional Applications (PWS 6.2.8)?

i. Net Assurance work (PWS 7)?

j. DMS work (PWS 8)?

k. User Selected Services work (PWS 9)?

l. Integrated Operations Support work

(PWS 10)?

6.2 GSM-O Stable Conditions Support

The Contractor shall provide support to operate and sustain DISA-provided GIG services capabilities under GSM-O “Stable” conditions. Stable (but not static) conditions are the overall norm of DISA-provided GIG services global activities, characterized by planned activities that are budgeted and coordinated prior to execution. This condition state reflects the fact that overall DISA-provided GIG services capabilities are intended to be operated indefinitely into the future, with continuing changes driven by mission tasks and technology evolution. Required functional activities are as described in the following paragraphs, and shall be initially constrained by the condition described in paragraph 3.2a.

6.2.1 Order Processing & Request Fulfillment:

a. The Contractor shall provide request fulfillment (formerly referred to as ‘provisioning’) support to include the full range of tasks and activities from initial receipt of a telecommunications customer requirement, processing the service order, order fulfillment, installation, test and acceptance, activation and deactivation, and service transition to include configuration management and release/deployment. Applicable standards from the Acceptable Levels of Performance (ALP) table in Appendix C is/are row numbers 8 and 10.

b. This task includes providing any and all equipment necessary to fully implement standard changes applicable to installed infrastructure. The Contractor shall apply the criteria of Table 1, as described in PWS 6.1.2, to execute this work via the appropriate mode (i.e. by having the work transferred by the Government to an ETI source, or by use of Other-than-Standard processes, or by use of Standard Change actions, as applicable). (Note: An action to provide customer access to DISN via purchase/lease of commercial access bandwidth does not, per se, change backbone bandwidth. See definitions in Appendix A.) These activities include, but are not limited to the following:

(1) Customer Support and Validation –Support customers and other telecommunications managers’ ability to track implementation status of customer orders to completion; perform requirements validation; and establish customer requirements coordination.

(2) Customer Request Processing – Provide customer order entry requirements analysis & proposed solutions, and cost estimate to enable the creation of a

Telecommunication Service Request (TSR).

(3) Telecommunications Service Order Creation – Complete the TSO with all necessary installation planning.

(4) Request Fulfillment – Execute an approved TSO to include all installation materials and equipment. TSO request fulfillment includes installation and activation support, test, and Government/Customer acceptance of service.

c. Deliverables (CDRLs) resulting from this work are as follows:

A016 Service Order Processing and Provisioning Process and Procedure Report

d. Data Capture Records (see PWS 3.7) resulting from this work are as follows:

B001 Customer Profiles and Authorization Levels B002 DISN Circuit Requirement List B003 Commercial Leased Circuit Status B004 Customer Requirements and Solution Proposal B005 Completion Report B006 Installation, Test and Acceptance Status Report B007 TSR Record Data B008 TSO Record Data

6.2.2 Trouble Management:

a. The Contractor shall continuously execute network monitoring, and problem resolution processes (24x7), using Government furnished network management tools.

Applicable standards from the Acceptable Levels of Performance (ALP) table in Appendix C is/are row numbers 11 through 17. The Contractor shall apply the criteria of Table 1, as described in PWS 6.1.2, to execute this work via the appropriate mode (i.e.

by having the work transferred by the Government to an ETI source, or by use of Other-than-Standard processes, or by use of Standard Change actions, as applicable).

Trouble Management includes, but is not limited to the following capabilities:

(1) Operational Help Desk Support – Provide incident management for all operational related contacts. Serves as the Single Point of Contact (SPOC) for the DISN customers and users to report operational, but not informational, problems. Record, assess, track, monitor, and escalate trouble tickets created and escalated for incident/problem resolution for operational infrastructure.

Upon resolution verify with customer that service has been restored.

(2) Alarm Surveillance/Reporting – Proactively monitor network events and element failures in real-time on a 24x7 basis. Support other Government entities e.g. other Network Operations Centers (NOCs), Communications Facilities (Technical Control Facility (TCF), Directorates of Information Management (DOIMs), Network Operations Support Centers (NOSCs)) by providing global situational awareness support. The Contractor’s staff shall utilize GSM-OSS tools to immediately notify Government representatives of identified incidents (including Net Assurance incidents) so that timely situational awareness can be provided to DISA leadership and the impacted NetOps Community.

(3) Incident//Fault Analysis – Analyze detected alarms, provide detailed analyses leading to resolution of the alarm conditioning, including filtering and correlating the fault information, identifying the fault condition and its impacts, isolating root causes, and coordinating correction of fault situations regardless of whether or not the fault is in the infrastructure under GSM-O control.

(4) Fault Isolation – Support the fault isolation process. This includes the diagnoses and troubleshooting procedures to isolate where the fault occurs, and to identify the failed network element(s) i.e. systems, hardware, software, circuits, or facilities. Activities include: testing, fault troubleshooting, fault localization, fault logging and assignment, fault escalation, customer coordination and communications, and ticket system updates and status reporting. Note: fault analysis and isolation shall extend to customer/contractor or third-party provider equipment which is located within a DISA-provided GIG services site and/or attached to DISN capabilities, to enable the customer or provider who is responsible for the equipment to restore it to proper service.

(5) Network/Service Restoration – Restore networks and service to full operation, coordinating with other service providers as necessary to meet the DISN

Service Level Agreement (SLA). Identify failures that are attributable to a different (non-GSM-O) vendor.

(6) Fault Correction – Correct/replace faulty network elements, coordinating with other service providers as necessary. See PWS 3.2k regarding providing all required parts. See PWS 6.2.6a(4) if the action falls under an operative

Agreement.

(7) Customer Operations Trouble-Related Technical Consultation Support –

Provide technical support (including Tiger Team and other forms of technical

Subject Matter Expert (SME) support) for miscellaneous customer-owned equipment at locations outside supported networks including Cryptographic capabilities and Over-the-Air-Rekeying (OTAR) support.

A017 Trouble Management Process and Procedure Report A018 Incident/Fault Analysis and Resolution Report A019 Problem Report (PR)

c. Data Capture Records (see PWS 3.7) resulting from this work are as follows:

B009 Trouble Ticket Data B010 Network Alarms, Events and Incidents Tracking and Resolution

Report B011 Trouble Ticket Log

6.2.3 Configuration Management (CM):

a. The Contractor shall monitor and control the configuration of assigned NetOps infrastructure including hardware, software, and inter-connecting transport facilities.

Activities include identification, audit, control, and status tracking and reporting.

Applicable standards from the Acceptable Levels of Performance (ALP) table in Appendix C is/are row numbers 18 – 20. Table 1 shall be applied to this work according to the nature of the CM activity. Configuration management activities include, but are not limited to the following capabilities:

(1) NetOps CM Data –Maintain the configuration management database (CMDB) containing DISA-provided GIG services network and system CM data (to include “baseline data” used in conjunction with the CMDB) to support resource allocation, capacity planning, networks/system modeling, and other planning activities.

(2) The CMDB shall include all applicable Configuration Items (CIs) and their attributes, and the relationships among the CIs to effectively deliver services to the customers. CMDB data repositories and tools shall be updated and audited as appropriate due to actions taken in performance of paragraphs

6.2.1 – 6.2.8 as applicable.

(3) The Contractor shall maintain, in the CMDB, data pertaining to all installed DISA-provided GIG services networking…