Bidders Library JITC Instructions - JITCI 100-55-01.pdf

DEFENSE INFORMATION SYSTEMS AGENCY

P. O. BOX 549

FORT MEADE, MARYLAND 20755-0549

JITC INSTRUCTION 100-55-01* 4 June 2013

COMMAND

JITC Hotline Response and Lessons Learned Reporting

1. Purpose. The purpose of this instruction is to outline the process, roles and responsibilities, and format for addressing “Hotline Request,” and follow-up lessons learned articles into the Warfighter Support lessons learned repository database.

2. Applicability. The policy and procedures identified in this instruction apply to all military and civilian personnel assigned to or employed by Joint Interoperability Test Command (JITC) and contractors engaged in work on behalf of JITC.

3. Authority. Authority is granted by the direction of the Commander, JITC.

4. Policy. This document establishes policies and procedures that shall be followed in the execution of JITC customer’s request for assistance (24/7 on-call interoperability support for urgent operational issues or next-day interoperability support for routine issues) via Hotline.

4.1 Hotline support encompasses assistance with operational and or contingency related interoperability issues that must be resolved as soon as possible and routine troubleshooting support requests to be resolved during normal duty days. JITC will respond promptly--rendering assistance to all agencies of the US Government and their employees as well as contractors working in support of the US Government.

4.1.1 If a request for assistance is received by a government contractor, JITC must be provided his or her sponsor and contact information. The government sponsor must be contacted to confirm sponsorship.

4.1.2 Request for assistance from industry is handled on a

case-by-case basis. At no time is JITC authorized to assist a non-government organization whereby our assistance would create a perceived advantage with regard to the requestor’s competitors.

4.2 Government or contractor personnel receiving Hotline

requests from any source must refer them to the Warfighter Support Division (WSD) Hotline Point of Contact (POC).

Personnel receiving such requests for assistance directly from the field may be fully capable of resolving the problem at their level; however, doing so without reporting the contact to the WSD Hotline POC prevents the proper documentation and recording for analysis. Documentation and recording are necessary to assess the type and volume of requests and the demographics of the requestor. Analysis of these factors, including solutions, may lead to decisions to address specific problems in Lessons Learned, or the Joint Interoperability Tool (JIT), used to aid and assist the Warfighters. Procedural, doctrinal, or training deficiencies may be identified that require other avenues of resolution. Hotline documentation is also used in various internal reports and information papers throughout the year.

4.3 If a Lessons Learned article is required it will be

identified by the JT3B Branch Chief and coordination will be made through the Hotline Action Officer (AO) and the respective portfolio. A Lessons Learned article will not be written without prior approval from JT3.

5. Procedures.

5.1 Requests for JITC assistance originate either by email, the JITC web site, or telephonically. In all cases, the request must be directed to the WSD Hotline POC who will process requests for assistance.

5.2 It is paramount that Hotline requests for assistance

addressing contingency support be forwarded to the WSD Hotline POC as soon as possible for processing. WSD will determine if the request is in support of an existing contingency approved Task Execution Plan (TEP).

5.2.1 Upon receipt of a Hotline request, the WSD Hotline POC, in coordination with the JT3B Branch Chief and JT3 Division Chief, will determine if the request is routine or critical in nature. Critical requests are typically real world missions and ongoing live exercises. These hotline requests will be worked on a 24/7 basis or as deemed appropriate. The WSD Hotline POC will forward hotline requests to the appropriate Division or Portfolio Chief, or their designated personnel, to assign an AO to resolve the action as outlined in paragraph 6.

5.2.2 The JITC Commander, WSD Chief, and JT3B Branch Chief are the only ones authorized to downgrade a critical request to routine.

5.2.3 If a contingency TEP exists, all Hotline assistance

requests related to that contingency will be invoiced to that TEP vice an existing Hotline TEP. If the request is not in support of a contingency, it will be processed using routine hotline procedures herein and invoiced to the appropriate Hotline TEP.

5.2.4 Upon receipt of a request for Hotline assistance, the AO will contact the customer for any additional information or details. The AO will attempt to resolve the issue using government assets. If this is unsuccessful or impractical, they will refer the request to the appropriate contractor and will instruct the assigned contractor to charge associated work to the appropriate JPN 59002-X or contingency TEP.

5.2.5 The support contractor will contact the customer to

resolve the issue as rapidly as possible. The support contractor will keep the Government AO up to date on the Hotline status. The Government AO will report the status of all critical Hotlines twice daily to the WSD POC.

5.2.6 Normally Hotline support requests take priority over all other tasks, and should generally be resolved within 24 hours of receipt. When appropriate, hotline tasks shall be incorporated into ongoing efforts, assigned a JITC Project Number (JPN) and TEP other than JPN 59002-X or contingency support task. If the contractor or AO are unable to contact the customer within 48 hours (contingency support ASAP), the contractor will immediately notify the portfolio or division POC who will, in turn, notify the WSD POC. Efforts to contact the originator will continue until all available means of contact are exhausted. The assigned AO will ensure a copy of all transactions shall be sent to the Hotline email mailbox for tracking the status of the request, DISA.JITC.hotline@mail.mil.

5.2.7 The contractor or government AO, upon completion of

action on a request for assistance, will complete a JITC Form 15 (Figure 1) or a Closeout Statement in the form of an email for hotline request that are answered via phone conversations, and send it to the Hotline mailbox at DISA.JITC.hotline@mail.mil The government AO will notify the WSD Hotline POC of the completion of the action. The WSD Hotline POC will log the completion of the request in the Hotline tracking tool. A Hotline report is developed monthly and provides a useful mailto:DISA.JITC.hotline@mail.mil mailto:DISA.JITC.hotline@mail.mil analysis of requests for assistance received during the previous month. A copy of this report will be saved on the JT3 tracking tool.

1. Hotline Tracking Number:

2. Organization and person requesting support (name, telephone number (DSN and/or commercial), and e-mail address requesting support:

3. Date support requested: mmddyy Date support completed: mmddyy

4. Were the following Databases researched for existing information that may resolve or enhance resolution of the request for assistance:

System Tracking Program Yes_____No_____ If No, Why______________ Joint Interoperability Tool Yes_____No_____ If No, Why______________ Electronic Key Management System Yes_____No_____ If No, Why______________ Combined Endeavor Planning Tracking and Reporting Tool Yes_____No_____ If No, Why ______________ Technical Library Database Yes_____No_____ If No, Why______________ Warfighter Support Tracking System Yes_____No_____ If No, Why______________

5. Did the request for assistance result in a test, simulation or mock-up? Yes______ No______

6. Was a technical work-around solution developed or recommended to solve or avoid an interoperability problem?

Yes_____ No_____ If yes, explain in detail in block 11. below.

7. Who supported the request for assistance? (if a contractor, provide the company and individuals name(s). If Government, provide the division and individuals name(s)) _____________________________________________

8. Type support requested _____Voice switch _____Data network _____Secure facsimile

_____Satellite _____VTC _____COMSEC

_____Transmission (other than satellite) ______Other (explain in Block 11)

9. Did the request for assistance support an exercise or contingency?

Yes_____No_____ (If yes, provide name of the exercise or contingency) _____________________________________________

10. The request for assistance was a result of:

_____People (lack of training, operator error, or failure to plan) _____Equipment (equipment failed, new equipment fielding, lack of equipment, or use of an uncertified interface) _____Procedures (lack of, or incorrect, procedures or documentation)

11. Statement of the problem and the support/solution provided (use a continuation sheet if necessary):

12. Impact if the request for assistance was not supported:

_____Equipment (equipment could not be installed) _____Circuit/Network (circuit/network could not be installed) _____Other (general information, information on test results, assistance with a procurement decision, traffic loading, or assistance with testing) JITC Form 15 (Revised 06/13)

Figure 1. JITC WARFIGHTER HOTLINE SUPPORT FORM

5.2.8 Figure 2 outlines the process to be followed in the event of a Hotline call.

Figure 2. Hotline Call Process

6. Responsibilities.

6.1 Warfighter Support Division (JT3):

6.1.1 Is the central focal point for all hotline requests.

6.1.2 Is responsible for coordinating hotline requests to

appropriate portfolio/division for resolution.

6.1.3 Will open a new tracking number for each hotline call

received.

6.1.4 Will track all hotline requests and ensure resolution.

6.1.5 Will ensure all critical hotline request are attended to within three hours from notification.

6.1.6 Is responsible for coordinating any after action reports, and JITC Form 15s.

6.1.7 Will produce monthly hotline reports.

6.1.8 Manage the hotline tracking tool.

6.2 JITC Division and Portfolio Chiefs:

6.2.1 Will coordinate with the WSD Hotline POC in passing or

distributing hotline requests to appropriate AOs.

6.2.2 Shall ensure the completion of hotline requests.

6.2.3 Shall ensure completion of JITC Form 15s by the AO.

6.2.4 Will review and edit as required draft submissions of any Lessons Learned articles.

6.3 Action Officer:

6.3.1 Shall ensure completion of all assigned hotlines.