DESS Question-Answer - FINAL 2012_06_19 1700.pdf

RFP # HC1047-12-R-4013

Questions & Answers

Question

Technical / Management

Questions / Comments RFP Reference Government Response

RFP

Change

Required

(Y/N)

Location of

Change

T-001

Section 5, subsection “SECURITY REQUIREMENTS” implies ALL “pre-established labor categories” require TOP SECRET clearance. It also clearly states that Task Orders may have other specific requirements declared on a Task Order DD254. For the Operations Task Order are we required to bid ALL

TS cleared staff?

PWS Section 5.

ADMINISTRATIVE

REQUIREMENTS

For the Operations Task Order, all infrastructure operation/maintenance staff will require Top Secret clearance. Additionally, all personnel assigned to Information Assurance tasks and subtasks must comply with the requirements of the DoD 8500 series.

Currently, approximately 30-35% of the staff performing the work represented in the

Operations Task Order require Top Secret clearance.

For the Sample Task Orders, the Security

Requirements section within each task order will specify the clearance levels of tasks and subtasks.

Yes

Task

Order

0001, Para 12

T-002

Labor categories are provided that have multiple qualification grades, i.e.

1. Associate – Intermediate – Lead

2. Junior – Master – Senior

3. Senior – Principal

4. Level II – Level III.

However no qualifications are provided in terms of education, years of experience, or certifications.

Does the Government want each offeror to develop and propose associated qualifications for these multi-level labor category grades as well for each of the single-grade labor categories, or will the

Government provide them?

RFP Attachment

15: DESS Labor

Categories with

Descriptions

The Government will provide the appropriate qualifications for labor categories.

Yes

Attachm ent 15

T-003

Why is cabling included in TO1 and not in TO7, Network Infrastructure and the cabling requirements therein limited to Bldg 123 at Ft. Detrick? Shouldn’t cabling and other infrastructure support be provided in a consistent manner across the entire Enterprise?

TO 1, TO7

The cabling component for TO1 is for existing infrastructure, maintenance, and upgrade.

Also, refer to T-148.

No N/A

T-004

The KPIs identified in Appendix B – Service Level

Agreements (SLA) of the cited reference are numbered 6.2, 6.3, and 6.4. This numbering is not consistent with the numbering used for the SLAs in the other Task Orders. Should the KPIs be renumbered as 1.1, 1.2, … , 2.1, … , 3.1, … as for the other Task Orders?

Section J, Attach

Yes, the numbering has been corrected. Yes

Attachm ent 2

T-005

The cited attachment is the ITOC Responsibility

Matrix. This document is similar to the RACI CHART v1 provided as one of the enclosures in Attachment

26, Operations Task Order Historical Data. While similar, there are differences in the two documents

(e.g., Transition Plan contractor responsibilities, Tier

II service responsibilities, and Change Management responsibilities). Which of these two documents is correct?

Section J, Attach

Verbiage in Attachment 24 ITOC Responsibility

Matrix will be revised to be consistent with the

Operations Task Order. The RACI Chart within

Attachment 26 will be removed.

Yes Attachm ent 24

T-006

The cited attachment provides Historical Data for the

Operations Task Order. Similar data is not provided for the other six Sample Task Orders. It is requested that comparable historical data be provided for these other Task Orders.

Section J, Attach

Historical data for the Sample Task Orders may not be an accurate representation of the requirement based on the number of Agency reorganizations, the BRAC re-location, and anticipated future changes in the mission landscape. Any available information which would provide context to the technical requirement will be provided if and when the requirement is competed under the DESS IDIQ.

Refer to Sec L. 6.2.2.7 for additional information. In addition, the Government is providing current FTE counts for Sample Task

Yes ents 2-6

Orders 0002 - 0006.

T-007

In the Approved Software Listing contained within this attachment, some of the entries are shown in a red font. What is the significance of the different color font?

Section J, Attach

There is no difference. The fonts have been standardized.

Yes

Attachm ent 26

T-008

Task 4 – Cable Plant Management Support 6.4.1.3 states “As directed by the Government, initially populate and maintain, as changes are made, all

DISA IT Enterprise site cable plant infrastructures in the DISA IT Enterprise SITEWARE application.” Please supply additional details and information about DISA

IT Enterprise SITEWARE application.

Attachment 1 –

Operations Task

Order Task 4 –

Cable Plant

Management

Support 6.4.1.3

NDI CMS SiteWareMOM Version V1. Refer to the NDI website regarding SITEWARE MoM:

http://www.ndiinc.com/siteware/home.

No N/A

T-009

Task 6 – Audio Visual and Video Teleconference

(VTC) Services Support. There is no information about the current VTC architecture in either the PWS or Attachment 1 – Operations Task Order. Please supply information about the VTC architecture so we may respond to Task 6 within Task Order 1.

Attachment 1 –

Operations Task

Order Task 6 –

Audio Visual and

Video

Teleconference

(VTC) Services

Support

All available background and historical data for

Task Order 0001 at the Government’s disposal has been provided in Attachments 21 - 29.

No N/A

T-010

TO Item 6.2.4.8 DSCM Event Management SOP.

There is no SOP for Event Management in

Attachment 29. Would the government please supply this SOP?

Appendix A – List of

Deliverables/Deli verables Table

TO Item 6.2.4.8

The title of this SOP is Master Event

Management and it is provided in Attachment

29.

No N/A

T-011

TO Item 6.2.4.11 Network Monitoring and Event

Management SOP. There is no SOP for Event

Management in Attachment 29. Would the government please supply this SOP?

Appendix A – List of

Deliverables/Deli verables Table

TO Item 6.2.4.11

The title of this SOP is Master Event

Management and it is provided in Attachment

29.

No N/A

T-012 STO 3, Section 5 – Scope, Paragraph 2, states that embedded Knowledge Engineers (KE) will be placed

Questions to STO

3 – Enterprise

All major Agency directorates (e.g. ESD, SPI, GO, etc) will be supported. DISA cannot within various Directorates. What Directorates will the KEs be required to support? What is the anticipated reporting relationship between the OCIO and the Directorates the KE is supporting? What are the day to day activities KE’s will support?

Knowledge address the remainder of the questions as

DISA’s knowledge management capability and associated infrastructure is in its infancy and the adoption of the tool (e.g. SharePoint 2010) has not been fully implemented. The

Government is seeking new and innovative approaches to satisfy the requirements as stated.

T-013

In support of STO 3, what SharePoint configuration and or development software tools will be made available (i.e. SharePoint Designer, InfoPath, etc)?

Questions to STO

3 – Enterprise

DISA is in the process of implementing MS

SharePoint 2010. The tools that will be made available in the future are not yet known.

No N/A

T-014

STO 3, Section 5 – Scope, Paragraph 2, states

“Knowledge Based System” and “process mapping” are important components in implementing KM for the Agency. What role will ITSMO play as the Agency moves forward with implementing KM-centric business practices into its daily operations?

Questions to STO

3 – Enterprise

The role of the ITSMO in the Agency is evolving.

The Agency has yet to determine the extent of the relationship between the ITSMO and the knowledge engineers. Also refer to T-012.

No N/A

T-015

STO 3, Task 6.3.6 mentions the following: “Configure and design a Business Collaboration Platform and framework to support the expansion of Microsoft

SharePoint 2010.” What is meant by the term

“expansion”? What legacy systems are planned to migrate to SharePoint, and what is the associated migration timeline?

Questions to STO

3 – Enterprise

Expansion refers to the migration of legacy systems (e.g. business, financial, and human resource systems) into the SharePoint environment. No timeline has been identified.

Refer to T-012.

No N/A

T-016

Is the/will the location/room be certified for top secret data level processing prior to analysis of the network infrastructure?

TO 0007 Refer to T-148. No N/A

T-017

Task Order 1 has 7 task areas many of which seem to overlap with the focus areas of the other Task

Orders. Can Government please explain if there is an overlap of task areas between Task Order 1 and the rest of Task Orders or is the scope of work different from the first Task Order?

Task Order 0001

- 0007

The scope of work in Task Order 0001 and the

Sample Task Orders are similar in nature;

however, Task Order 0001 is specific to the operational support required by the CIO’s ITOC

(CI7). The Sample Task Orders are representative of work currently performed within the DISA CIO Directorate. The Sample

Task Orders will not be awarded with the contract, but it is anticipated that this work may be competed and awarded during the contract period of performance.

T-018 Who owns and who manages Tier II and Tier III resources (are they CSC resources)

Section 3

Background and

Section 5.2 -

Refer to Attachment 24. No N/A

T-019 When does the HDI and ISO 20000 Certification need to be done by and by whom?

Section 4

Objectives

The HDI and ISO 20000 certifications are objectives, not requirements.

No N/A

T-020 Will the SD be using the current SOP? Section 6.2 Refer to the Deliverables Table of the

Operations Task Order (Attachment 1).

No N/A

T-021 What are the monitoring tools? Refer to Attachment 26. No N/A

T-022 What type of clearance required for Monitoring?

Clearance required for Monitoring is consistent with the classification level of the information being monitored.

No N/A

T-023

Need details for the Tier I, Tier II and Tier III trend analysis reports. We need the report specifications -who responsible for them

Section 6.2.1.10 Refer to the Deliverables Table of the

Operations Task Order (Attachment 1).

No N/A

T-024 What is the Knowledge Mgmt and Evergreen Process Section 6.2.1.11 Question is not consistent with the given reference.

No N/A

T-025 Who will conduct the training on all existing tools

(i.e. Remedy, monitoring, Knowledge, RIDs, ICE etc) The Government is not providing training. No N/A

T-026 Are all the Service Desk Incident and Service Request and Monitoring reports for SLA's and Operational Appendix B

Service Desk Incident and Service Request are predominately automated. Monitoring is

Reports currently being produced? What reports are automated and which are manually generated?

predominately manual. However, the

Government is seeking new and innovative approaches to satisfy the requirements as stated.

T-027

Need to receive documentation on 1 year history of

SLA achievements for Service Desk, Tier I, Tier II and

Tier III and Monitoring

The Government will not provide historical performance statistics data.

No N/A

T-028 SLA 1.9 - Do Monitoring Alerts automatically create a

Remedy Incident?

Appendix B No. No N/A

T-029 KPI 2.1 - What incidents are considered First Call

Resolvable?

Appendix B Currently, all incidents. No N/A

T-030

How many Service Desk and different Service Desk tools are there? Are reports integrated for operations and SLA's?

Currently, there is one service desk for the requirements identified in the Operations Task

Order.

No N/A

T-031 We need list of Incident Category Types Refer to the Master Incident Management SOP, Attachment 29.

No N/A

T-032 We need a list of Service Request Category Types

The current category types are:

ACTION TYPES:

UNSCHEDULED OUTAGE

ADMIN/USER SUPPORT

AUTHORIZED SERVICE INTERRUPTION

CHANGE REQUEST

HAZCON

INFORMATION

MAINTENANCE REQUEST

PROJECT

SPECIAL EVENT

SECURITY

WORK CENTER

DEGRADATION

SITE CONFIGURATION CHANGE

SITE UPGRADE

SERVICE 1:

APPLICATIONS

COMMUNICATIONS

JDCS MANAGEMENT SYSTEM

LOCAL SUPPORT

NETWORKING

SERVICE 2 (APPLICATIONS):

DMS-BLACK

SERVICE 2 (COMMUNICATIONS):

NETWORKS

SERVICE 2 (JDCS MANAGEMENT SYSTEM):

ARS

CMS

DB

GRGS-ISO

ICATS

INMS

JDCSV1

KM

OS

RMS

SECURITY

TMS

WEB

SERVICE 2 (LOCAL SUPPORT):

ACCESS MGMT

APPLICATION ISSUE

AUTHENTICATION ISSUE

BLACKBERRY ENTERPRISE EMAIL

CAC

CLEAR CUBE

DESKTOP/LAPTOP

EDGE

EMAIL SERVICES

ENVIRONMENTAL SERVICES

FAX

FILE SERVICES

INFORMATION REQUEST

INSTANT MESSAGING

NETWORK ACCESS

LOCAL AREA NETWORK

PRINT SERVICES

REMOTE ACCESS

SCAN SERVICES

SECURITY

SERVER SUPPORT

SIPR TOKEN

THIN CLIENT

WAN

WINDOWS 7

WWOLS-R

SERVICE 2 (NETWORKING):

DATA

TRANSPORT

T-033 We need total monthly incidents for ALL sites Available historical data has been provided in

Attachment 26.

No N/A

T-034 We need total monthly Service Requests All Sites Available historical data has been provided in

Attachment 26.

No N/A

T-035 Are all SOPs currently being practiced?

The Government will not provide historical performance statistics data.

No N/A

T-036 Who owns the Tier II Incident Managers? CSC? Refer to T-018. No N/A

T-037

We know we will factor in Tier I Master (Major)

Incident Managers and Tier I Incident Managers.

Question - should we factor in Tier II and Tier III

Incident managers based on SOP documentation?

SOP

The Government's acquisition strategy is to utilize a Performance Based Service

Acquisition (PBSA) approach. The

Government will focus on the outcome rather than a specific process and specific approach. Historical data and background information are provided at Attachments 21 -

29 to assist the Offeror with the development of their proposal for the required performance-based services.

T-038 Do we need to factor in Problem Manager and an

SLA Manager?

SOP Refer to T-037. No N/A

T-039

How many Tier I, Tier II, Tier III, Monitoring, Incident

Managers, Problem Managers, SLA Managers are currently engaged by role?

SOP Refer to T-037. No N/A

T-040 Are there any Service Request Managers or

Coordinators? How many by role SOP Refer to T-037. No N/A

T-041

RFP Attachment 26 has a file RIDS_2011 that looks like it covers all sites. The file 2011 Remedy Ticket

Report does not seem to cover all sites; what sites does it cover? The file Trouble Tickets_2011 looks like it duplicates the 2011 Remedy Trouble Report, is that true? What sites does it cover? Will the

Government provide data for other significant sites like Scott AFB, Ogden UT, San Antonio TX, Oklahoma

City OK, Chambersburg PA, Columbus OH?

RFP Attachment

26 has a file

RIDS_2011

The Remedy report is different than the RIDS file. Remedy reports are trouble tickets for incidents. RIDS reports are requirements requests.

Available historical data has been provided in

Attachment 26.

No N/A

T-042

Will the Government provide historical data for all the Sample Task Orders that reflects the historical level of effort and applicable Government tools, and other appropriate details, as it provided for Task

Order 1?

Attachment J

(List of

Documents, Exhibits, and

Other

Attachments):

Refer to T-006. No N/A

T-043

Will the Government provide a complete list of all the tools including version numbers that the

Government will provide to accomplish the work specified in Task Order as well as each of the Sample

Task Orders?

Attachment C

(PWS)

Tool information will be incorporated into

Attachment 26.

Yes ent 26

T-044 Will the Government provide the DISA IT Enterprise

Knowledge Management Plan?

Task Order 3 No. No N/A

T-045

For TO 4, could the Government provide a historical

LOE for application development and enhancement or an idea of number/scope of applications developed/enhancements completed per year?

Task Order 4 Refer to T-006. No N/A

T-046

Does the Government have a preferred Software

Development Lifecycle (SDLC)? If so, which approach?

Task Order 4 Refer to T-044. No N/A

T-047

There are two excel files: “Trouble Tickets_2011.xlsx” and “2011 Remedy tickets Report.xlsx.” Could the

Government please explain the differences in the data?

Sensitive

Documents Refer to T-041. No N/A

T-048

The RACI Matrix does not match the titles of the

Specific Task Areas defined in TO 1. The responsibilities seem to contradict what is in the TO.

Could the Government please clarify?

Sensitive

Documents Refer to T-005. No N/A

T-049

Can the Government please provide a breakdown of the assigned group categories defined in the file

“2011 Remedy Tickets Report.xlsx”?

Sensitive

Documents Refer to T-043. No N/A

T-050

The Government states, “However, some of the IT services (e.g., e-mail) are in the process of transitioning to the Agency’s Enterprise Services

Directorate (ESD).” Could the Government please clarify the vendor currently providing DISANet users’ e-mail? What is the status and schedule for transition? Could the Government please describe the anticipated support expected from the contractor?

Section 3.0

The Agency’s transition to Defense Enterprise

Email (DEE) is fully anticipated to be complete prior to the award of the DESS contract.

No N/A

T-051

Does the government currently utilize a CMDB tool?

If so, could the Government please describe the tool, the type, and how it is utilized across the enterprise?

Section 6.5.2 .2 Refer to Sec 6.5.2.6. The ITOC currently uses

Altiris and Alterpoint.

T-052 The Enterprise uses approximately 9 principal tool PWS, Section 2, Refer to T-043. No N/A suites to monitor its worldwide status. Could the

Government please provide more specifics regarding the 9 tool suites?

Paragraph 3, lines 3-4

T-053 When will the Government provide the existing architecture for DISANet to the offerors?

Refer to Attachments 27 and 28. No N/A

T-054

“Additionally, a significant amount of the work is performed by support teams traveling to the

Agency’s CONUS and OCONUS DoD locations.” Can the Government clarify the scope of the travel over the last two years—number of trips, number of people, duration, etc.?

PWS 2, Lines 7-8 The Government has provided estimated travel figures within each of the attached Task Orders.

No N/A

T-055

Can the Government revise RFP Section 6.1.1 to reflect requirement for a DESS Operations Support

Monthly Status Report?

RFP Attachment

#1, 6.1.1

Deliverable Table reference of monthly status report will be revised to reflect 6.1.2.

Yes

Attachm ent 1 -

Deliverab les Table

T-056

DISA currently uses Remedy, DEMI, and RITS for incident management, change management, and service request management. Will DISA entertain alternative solutions to these systems?

RITS 6.5.1.6.

DEMI 6.5.2.8

Based on the number of integrated business processes, the Government is not postured to transition away from these systems within the near term.

No N/A

T-057

Is the scope of the Tier II afterhours support inclusive of all service technologies (desktop, server, network) or confined only to Tier II desktop support?

Attachment 1,

6.2.2 (provide afterhours and

Weekend/Holida y Tier II Services

Yes, all services technologies. No N/A

T-058

The following tasks are designated at Tier III Services.

Should these be Tier II Services? Upgrade operating systems, install software applications, install new desktop/laptop workstations, reconfiguring existing

PCs/Laptops for new users, reimage existing

PCs/Laptops, and integrate desktop applications into

DISA IT Enterprise workstations

Attachment 1:

6.2.3.5

Within the DISA multi-tier model, these responsibilities fall within the Tier III domain.

No N/A

T-059 This section identifies that the contractor is required to perform critical/emergency Tier III system

Attachment 1:

6.2.3.8

In an outage situation, yes, it will be the contractor’s responsibility. However, server administration tasks with the example provided performing server reboots. Is this activity a contractor responsibility only for outage situations or does the government consider all server reboots a

Tier III function?

reboots associated with routine maintenance may or may not be a Tier II function depending on the circumstances.

T-060

Much of what is written in the TO describes DISA IT

Service Management initiatives and defines terms.

Support required is written in very general terms with very little specificity. Can there be a more specific description of required workload to enable a more accurate estimate of labor requirements?

Attachment 5 Refer to T-006. No N/A

T-061

Each sub-statement within this section appears to be asking for problem management solution support

(resolve technical problems) for a variety of different technology domains or areas (software packing, operating system images, mobility solutions, infrastructure services, etc). This is re-enforced in section 4 (Objectives) and section 5.6 which identifies an objective to engineer solutions to incidents, problems, and events. Is the extent of support the government desires limited to problem management resolution? If not, can the RFP be updated to identify the solution engineering support beyond engineering solutions for problems that the government desires.

TO 1 section

6.6.3 Enterprise

Technical

Solution

Development and

Implementation

Support

No. Support is not limited to problem management. The requirements are articulated in the PWS.

No N/A

T-062

Is there a period of time in which the government wants or expects the Service Desk to become HDI certified?

Page 33 Refer to T-019. No N/A

T-063 Will the winning bidder be required to supply personnel time to complete an HDI survey?

Page 33 Refer to T-019. No N/A

T-064

Will the contractor perform infrastructure integration analysis and troubleshooting for new

DISA IT Enterprise components in a lab environment

Attachment 1, 6.2.3.9, page 9 In a lab environment. No N/A or on the live network?

T-065

The fifth objectives states “Engineer and deploy solutions to Network, Server and Applications

Incidents, Problems and Events”. Does this mean the focus of engineering is to be on developing solutions for incidents, problems, and events with no focus on engineering new services? Is engineering new and/or enhanced services an expected workload.

TO1 Section 5, Objectives

Refer to specific taskings in Section 6 in the

PWS. .

No N/A

T-066 How many VIPs are there for priority support? What is the expected support for VIP?

There are currently approximately 50 VIPs based on the current guidelines regarding the definition of VIPs. Currently, there is a dedicated support team for these VIPs.

No N/A

T-067

Will the Government provide a listing of all the tools the Government is used to: 1) manage and monitor, management monitor and 2) maintain the images on the desktops.

Refer to T-043. No N/A

T-068 Will the Government distribute a copy of the change management policies and procedures?

Refer to Deliverables Table for the Operations

Task Order, Sec 6.6.4.1.

No N/A

T-069 Will the Government provide the name of the tools used for configuration management (CMDB)?

Refer to T-051. No N/A

T-070 Are there any OLAs between DISA complexes? No. No N/A

T-071

Is the cost to obtain the HDI/ISO certifications from an outside 3rd party to be included in the cost proposal? If so, does the Government want the HDI to be considered an ODC? Will the Government provide a timeline for when the HDI/ISO certifications are needed?

Refer to T-019. No N/A

T-072

Does the Government intend for the cable plant personnel to be certified? If so, what are the required certifications?

Task Order #1, Specific Task 5.4

There are no cable plant personnel certifications necessary to meet the requirement.

No N/A

T-073 Will the contractor have the flexibility to modify the work schedule to meet the business needs?

The contractor must meet all the performance requirements as identified in the PWS and

SLAs. The Government will focus on the outcome rather than a specific process, specific approach, or hours worked.

T-074 What are the hours an operator must be present for each of the video conference centers?

Page 4 Refer to T-073. No N/A

T-075

Which Remedy version does DISA own and which modules (Example: Incident, Asset Management, Help Desk, etc) do they use? Who currently maintains Remedy (development)?

The Government is currently using Remedy Ver.

6. Maintenance responsibilities are currently divided between Tier II and Tier III teams.

No N/A

T-076 How will the incoming contractor inherit the incumbent’s aging tickets?

The Government will assume responsibility for resolving the incumbent’s aging tickets. These aging tickets will not affect/impact the performance metrics of the incoming contractor.

No N/A

T-077

What is the scope of purchasing support that the contractor is required to perform? For example, will our Cable Plant personnel order network cables?

The contractor may be requested to procure products that are incidental to the services being performed.

No N/A

T-078 Would the Government provide historical travel data?

Refer to T-054. No N/A

T-079 Will the government be providing the Level of Effort information required per each Task Order?

Refer to T-006 & T-037. No N/A

T-080

In order to staff each Task Order reasonably, will the government provide historical FTEs needed for each of the Task Orders?

Refer to T-006 & T-037. No N/A

T-081 Is the incumbent contractor currently understaffed according to the level of work performed?

Refer to T-035. No N/A

T-082

Is the offeror required to perform Tier II services during normal working hours? Paragraph 6.2.2 indicates that the offeror is to provide Tier II support only after normal working hours. If the offeror is not to propose and quote Tier II support during normal working hours, under what contract will DISA obtain

Tier II support and how will these two contracts be integrated?

See Attachment

1, Paragraph

6.2.2

No, Tier II services will be performed by

Government personnel during normal working hours.

T-083

The offeror is to be penalized if callers abandon calls more than 6% or 10% of the time depending on the time of the call. Should the government be counting calls abandoned in less time than the 1.5 and 3.0 minute standard to respond to the call? If callers are not willing to wait the contractually specified duration it is not the contractor’s fault and these calls should be excluded from the penalty calculation.

See Attachment

1, Appendix B, KPI 1.2

The Government intends to enforce the SLAs as written.

No N/A

T-084

The method of calculation of penalties is not clear.

Please provide an example of how penalties will be imposed for failure to achieve KPIs such as 1.1, 1.2, 1.3, etc.

See Attachment

1, Appendix B, Remedy Column

Verbiage will be corrected in the Remedy

Column of Attachment 1, Appendix B.

Yes

Attachm ent 1, Appendix

B, Remedy

Column

T-085 Will the Government furnish all software needed to perform Task Order 1?

See Attachment

1, Paragraph 13.1

The Government will make available any software currently being used to perform the functions identified in the PWS.

No N/A

T-086

Will the government consider providing a “plug number” or a list of labor categories and hours to price for this Task 4, Cable Plant Management

Support, in Task Order 1?

See Attachment

1, Paragraph 6.4 No. No N/A

T-087

There are some duplication of requirements between Task Order 1 task areas and Sample Task

Orders. Would the Government agree that the

Proposal responses can make reference from one area to another?

General Refer to T-017. No N/A

T-088

Will the Government provide a list of Government

Furnished Property (Information/Equipment) for each support site location?

General Refer to RFP Attachments 21 – 29 for information regarding Government equipment.

No N/A

T-089

Will the Government provide the following data call information for each support site location?

a) Current or projected DSN and VOIP lines

General Refer to PWS, Task Orders, and Attachments for approximate number of total users.

b) Current or projected NIPR and SIPR users

c) Current or projected NIPR and SIPR ports

T-090

How is change management addressed? TSO/TSR, NCCM, etc

Does DESS use the NCCM for configuration management?

Does DESS use TSOs/TSRs for circuit actions?

General

Refer to T-068.

T-091

During the walk-through, we visited a “Service Desk” facility. Approximately how many service desks are located at DISA HQ Ft Meade?

General Refer to T-030. No N/A

T-092

Tasks to Be Performed, Task Area 1—Project

Management, DESS Program Management Plan

(PMP).

Does the government intend for the PMP to cover a high-level IDIQ management approach, with descriptions of approaches for managing the 8 high-level Task Areas of the PWS? This would thus exclude task order-level staffing plans, etc. The alternative would be for a task-level PMP for Task Order 1.

Please clarify the content of the PMP

PWS, Section C, Task Area 1 Refer to Sec L.6.2.2.5. No N/A

T-093

Within Volume II, should the offeror address the 8 high level Task Areas in a section separate from the

Task Orders? Or should the 8 high level Task Areas be addressed within the Task Order sections of Volume

II, i.e. Subfactors 2 and 3?

Pages 32 and 130 of 92

Section 4. Tasks to be Performed;

L.5.1

Table 5.1

Refer to L.6.2. No N/A

T-094

Task Area 3 – Service Desk

The PWS indicates that the contractor shall provide

24x7x365 Tier II Services to DISA IT Enterprise Service

Desk. However, in the Task Order #0001, Operational Support, Section 6.2.2, Page 8, the requirement is to provide After Hours and

Section C –

Paragraph 4

Task Area 3 –

Service Desk

The requirement for the Operations Task Order is after-hours/weekends/holiday Tier II support.

The verbiage as stated in the contract-level

PWS is accurate. 24x7x365 Tier II support may be required in future task orders.

Weekend/Government Holiday Tier II Services Desk support. Please clarify the requirement for Tier II support.

T-095

We’d like to understand the breadth/number of

Enterprise Services that are being considered under

Task Order 1 (e.g., Enterprise Email, etc…)?

Task Order 1, General

DISA is in the process of transitioning to

Enterprise E-Mail and Enterprise

SharePoint. DISA cannot forecast the number of future requirements.

No N/A

T-096 Which tool does DISA currently use for its configuration management database?

Task Order 1, task 5.2.2

(paragraph

6.5.2.2)

Refer to T-051. No N/A

T-097

Does the government have the Project Server infrastructure in place (e.g. servers, etc.); and what topology did they use (1, 2, or 3 tier)?

Task Order 1, Task 5.3 (para

6.5.3):

Yes. The Web, Applications Tiers, and Database

Tiers are each on their own server No N/A

T-098

Transition and Implementation of Enterprise

Services:

The RFP stated “The Contractor shall conduct analysis to enable the Government’s ability to make data driven decisions…”. If the Contractor will only conduct analysis, then who is responsible for the actual transition and implementation of Enterprise

Services?

Task Order 1

Section 5.7

The requirements associated with Sec 5.7 are detailed in Sec 6.7 of the Operations Task

Order.

No N/A

T-099

Would the government please clarify which

Microsoft certification/credential applies? Microsoft has no certification called “Master Scheduler” listed on their website.

Task Order 1, Page 17, Task 5, 6.5.3.4

The PMI-issued Scheduling Professional

Certifications (PMI-SP) Yes

Task

Order 1, Section

6.5.3.4 changed

T-100

DESS Enterprise Architecture Support:

The government titled task 6.5 as EA Governance, Framework, and management; however, the description paragraph describes Security Risk

Management Architecture tasks (which are covered in task 6.6). Request the government clarify its

Task Order 6, paragraphs 6.5 and 6.6, Verbiage will be corrected to clarify Section 6.5 and 6.6 of Task Order 6.

Yes

Task

Order 6.5 and 6.6 changed description of tasks 6.5 and 6.6 in order to assist bidders in accurately responding to their request for proposal.

T-101

Presuming that there is an incumbent performing the work in the Sample Task Order Network

Infrastructure Installation, could the Government provide the contract number for this sample task order?

Task Order 7

General Refer to T-148. No N/A

T-102

Will the Government provide work load data for each support site location?

a) Current or projected tickets (opened and closed)

b) Current or projected objects supported

c) Current or projected users

d) Current or project calls

Task Order 1

Task 2 Refer to Attachment 26. No N/A

T-103

Will the government please specify the education requirements and years of experience required for the labor categories?

Attachment 14b Refer to T-002. No N/A

T-104

Is the government requesting resumes for the

Operational Support Task Order? Are they part of the page count or should they be an attachment, if required? Page count?

Attachments 1-7;

G.3.a; ATT 15 No. Refer to K-053. No N/A

T-105 Where is the Enterprise Verification & Integration

Facility (EVIF) located?

ATT 1, Section

6.3.2.1

The EVIF is located in the DISA Ft Meade HQ lab building.

No N/A

T-106

How often does the Government anticipate that these inspections and visits will occur and what is their typical duration?

ATT 1, Section

6.3.5.3

Security Assistance Visits are typically less than one week in duration. CCRI’s typically occur every two years.

No N/A

T-107

Section 6.7.2 references “Table 3” and Subtask 6.7.1.

We could find no “Table 3”. Could the government provide the table or clarify, please?

ATT 6, Section

6.7.2 and 6.7.1

Verbiage will be corrected in Section 6.7.1 of

Attachment 6.

Yes

Attachm ent 6 , Section

6.7.1

Changed

T-108 What scanning tools are used to conduct network security scans and operational security? If such task

ATT 1, Section

6.3.4

The products used are COTS and GOTS products. However, for security reasons, the order is provided, will DISA provide the scanning tools or will it be the responsibility of the contractor?

Government will not provide the names of these tools. The Government will provide the contractor with access to these tools.

T-109

C.4 of the PWS lists task areas that include service desk, cable installation, and transition enterprise services that do not directly correspond to sample task orders. We understand this to mean that our team needs to be able to provide such services as individual tasks as well as components of other tasks—is this a correct understanding? Was there an intention to have these task areas of the PWS correlate directly to the sample tasks (if so, are there missing sample task orders?)

C.4; J list of attachments, ATT

14A for pricing

Refer to T-093. No N/A

T-110

Based on the PWS and Task Order requirements, and based on the sources sought notice that was issued by DISA in late 2011, we understood that ISO 20000 is a required certification for DESS contract. However the RFP does not mention ISO 20000. Is this omission intentional, or is ISO 20000 still considered important to the success of a large ITSM program like DESS?

L.1; Section C

(Performance

Work Statement)

Refer to T-019. No N/A

T-111

What current call tracking system is being used for

KM and IT Services workflow and work ticket management? What version, associated modules and software applications?

Attachment 3

DISA currently uses Borland Calibre, Remedy, and SharePoint 2010.

No N/A

T-112

The RFP appears to focus on OpenText and

SharePoint 2010 as primary tools. What Knowledge

Management or Document Management systems does DISA now use?

Attachment 3

DISA currently uses SharePoint 2010, Intellipedia, Vignette, and OpenText.

T-113 What is the current staffing level for the Operations task by task area?

RFP

Section C Task

Area 1

Refer to T-006 and T-037. No N/A

T-114 Please provide a list of the nine tool suites used by Attachment 1 Refer to T-043. No N/A

DISA. Page 4

Section C

T-115

What is the current average number of calls for Tier

1 -3 helpdesk by tier? Are any SLAs currently in place? If so, what are they?

RFP

Section C Task

Area 3 Service

Desk

Refer to Attachment 26. No N/A

T-116

Does DISA plan to implement any financial, operational (logistics/asset management), supply, and procurement software for shared or managed services? If so, what products?

RFP

Section C

References made are to the contract-level PWS.

PWS Section 4 states that “the Task Areas identified represent a high-level task summary of the work domains and associated supporting functions that are covered under the scope of this Performance Work Statement. Specific tasks and sub tasks will be detailed at the Task

Order level.”

No N/A

T-117 What is the current level of staffing at each of the remote sites to support Operations?

RFP

Section C

Refer to T-116. No N/A

T-118 Do all remote sites require 24x7 operations support?

RFP

Section C

Refer to T-116. No N/A

T-119 What labor categories and certifications will DISA map to in the DOD 8570?

RFP

Section C Task

Area 4

The labor categories identify the minimum education requirements for DESS. The DoD

8500 series, as implemented DoD-wide, identify certifications required for all

Information Assurance positions and are in addition to the specified educational requirements. Refer to T-116.

No N/A

T-120 The last paragraph is incomplete. Please provide the missing information.

RFP

Section C Task

Area 7

This question references old version of Draft

RFP. Refer to current PWS, Task Area 7.

T-121 Are there any specific educational requirements PWS Refer to T-002. No N/A

(degree, certifications, etc.) for Tier I, Tier II and Tier

III personnel? Which labor categories map to these personnel?

T-122

When you say ‘return a computer back to the established baseline’ does that always mean

‘reimage’ the machine? Are there spares to swap into place so that root cause analysis and problem management can occur prior to a reimage?

PWS

No. Spares are limited and controlled at the

Directorate level. Refer to T-116.

No N/A

T-123

“Numerous touch points between Contractor and

Government personnel” – Are there Operational

Level Agreements (OLAs in place between Tier I, Tier

II and Tier III? Are their Underpinning agreements/contracts in place between Tiers and any outside vendors?

PWS Page 3

OLAs exist today. The Government will not provide any information regarding proprietary business processes of the incumbent contractor.

No N/A

T-124

Is the main Tier I Help Desk centrally located at one physical site? Are Tier II and Tier III teams geographically dispersed at each of the CONUS and

OCONUS locations? How many Tier II and Tier III teams members are they and at what locations?

PWS Par. 1 Page

Refer to T-030 & T-116. No N/A

T-125

“However, some of the IT services (e.g., email) are in the process of transitioning to the Agency’s

Enterprise Services Directorate (ESD).” (Is that a physical or virtual operation and if physical, where is it located?)

PWS Par. 2 Page

Refer to T-050. No N/A

T-126 Are these people (VTC group) part of the Tier II or

Tier III group?

PWS Par. 3 Page

No. However, the Government is seeking new and innovative approaches to satisfy the requirements as stated.

No N/A

T-127

“However, DISA’s role as a global combat support agency requires an operational VTC capability on a

24/7 basis.” (Are these people on-call or physically present on a fixed or rotating schedule?)

PWS Par. 4 Pg.

4/5 Refer to T-037. No N/A

T-128 “Achieve HDI and ISO 20000 Certification in IT

Service Desk support” (What is the desired time PWS Par. 1 Pg. 5 Refer to T-019. No N/A frame for HDI and ISO 20000 certifications to be achieved? Is this for Tier I, Tier II and Tier III operations? Just at Ft. Meade or at what other locations? Has this operation already been funded and has HDI been engaged to perform these services? Does the HDI Auditor require a clearance to perform the audit?) Will the budget for these services be part of this bid or will this be an ODC against the contract during the 1st, 2nd and 3rd years

(first 18 months for first audit; 3rd/4th year for re-audit)?

T-129

“Additionally, a Monthly Status Reports (MSR) containing data to demonstrate the Contractor(s) performance against the SLA’s identified in Appendix

B, shall be provided to the Government.” Will this be for all functions of the contract (each area) or will the

Program Manager put together one fully encompassing report for the contract?

PWS 5.1, Page 5

The Monthly Status Report will be specific to each Task Order issued under the DESS contract.

Yes

Task

Order #1, Section

6.1.2

T-130

“The Contractor shall provide technical services to perform the mission of the DISA IT Enterprise Tier I, After-Hours Tier II, and Tier III Service Desk and

Network Monitoring functions. The tasks specified in this area designed to improve the performance and enhance the capabilities of DISA’s IT Enterprise

Service Desk to achieve Help Desk Institute (HDI) and

ISO 20000 Certification.” (Once again, in what time frame..i.e. during the first 18 months? What about the re-audit to re-certify since the HDI Audit is only good for 2 years; if this is a 5 year contract (one base and four options and the initial audit takes 12-14 months, the Certification will have to be renewed before the 5th year.) What about the ISO 20000 audit? Will the cost for that be built in to the bid or

PWS 5.2, Page 5 Refer to T-019. No N/A as an ODC? Will both audits run simultaneously?

T-131

“The Contractor(s) shall develop and execute a

Transition Plan detailing the Contractor’s plan to assume responsibility for the tasks identified in this

Task Order.” How long will the transition period be…30 days?

PWS 6.1.1 Page

Refer to Sec. L.6.2.2.6 of the RFP. No N/A

T-132

“Develop improvements/enhancements based on industry best practices (for example ITIL, eTOM and

HDI, etc.) to increase the accuracy and efficiency of the DISA IT Enterprise Tier I Incident Management

SOP.” Has this SOP already been written/ implemented?

PWS 6.2.1.2 Pg.

Refer to Attachment 29 and Deliverables Table of Task Order 1.

No N/A

T-133

“Serve as the Single Point of Contact (SPOC) on the

DISA IT Enterprise Service Desk for the coordination, execution/resolution, and optimization of Tier I

Incident Management capabilities.” What ITIL education/certification does current/future staff need to possess?

PWS 6.2.1.3 Pg.

Refer to Attachment 15 and T-037. No N/A

T-134

“Upon receipt of a fix notice from Tier II, request verification from the user that the problem is resolved and close the trouble tickets IAW the Tier I

Incident Management SOP when the fix has been verified by the user.” OLAs between Tiers to ensure that SLAs are met? Are there any SLA’s between tiers? Are there any SLA’s between Service Desk and outside vendors? What about between vendors and

Service Desk (Underpinning contracts)?

PWS 6.2.1.5 Pg.

Refer to T-123. No N/A

T-135

“Perform Tier I problem recording and classification

IAW the DISA IT Enterprise Tier I Incident

Management SOP.” What is the Tier 1 Incident

Management SOP?

PWS 6.2.1.7 Pg.

Refer to Attachment 29. No N/A

T-136

“Conduct technical analysis to develop a Weekly Tier

I Trend Analysis Report, base d on Government defined parameters, which identify the cause of increases and/or decreases.” (i.e., design changes, outages, events, and other network impact occurrences) in trouble ticket trends. Is this currently being produced? Sample available? What are the likes/dislikes about current report?

PWS 6.2.1.10 Pg

Refer to T-035. No N/A

T-137

“Populate and maintain the content of the DISA IT

Enterprise Knowledgebase (i.e., the known error database) self-help service.” What kind of

Knowledgebase tool is in use? Is it web-based? Who has access to it? Does it integrate with the CRM in use?

PWS 6.2.1.11 Pg

There are 2 on-line knowledge base engines in use:

1) RightAnswers Portal, Version 5.1.0, is a web-based portal that provides end-users access to a pre-populated database of common problems and fixes for the DISANet products. This database also contains tailored entries provided by the incumbent knowledge manager based on DISANet specific problems and fixes.

2) The embedded knowledge base provided by the Remedy Action Request system. This database is populated by technicians as fixes are identified to common problems and is accessible only by DISANet Technicians.

No N/A

T-138

“Provide After Hours and Weekend/Government

Holiday Tier II Services Desk Support to all DISA IT

Enterprise Service Technologies.” On site or via on-call rotation?

PWS 6.2.2 Page

Refer to T-073. No N/A

T-139

Provide Tier II Service Desk Support services, as directed by the Government].>, IAW the DISA IT

Enterprise Tier II Incident Management SOP, to end users and Field Office System Administrators. What kinds of skills/experience and certifications are required for Tier II personnel? How long have existing personnel been there? Is there any opportunity for contractors to pick up existing staff at transition?

PWS 6.2.2.1 Pg 9

Any experience/education requirements will be provided in Attachment 15.

No N/A

T-140

“Upgrade operating systems, install software applications,” What is the current operating system?

When is an upgrade anticipated?

PWS 6.2.3.5 Pg

DISA is in the process of transitioning/upgrading its unclassified desktop environment to the Windows 7 Service Pack 1 operating system. Additionally, DISA is currently evaluating a timeline for transitioning its classified desktop environment to Windows

7.

No N/A

T-141

“Perform critical/emergency Tier III system administration tasks (e.g., Performing server reboots), as directed by the Government, to keep systems running (e.g., maintain 24/7 availability).” Is there a scheduled weekend once per month for maintenance?

PWS 6.2.3.8 Pg

Recurring maintenance schedules vary according to the site of the server. Refer to T-

037.

No N/A

T-142

Labor Categories are not clear given the newly added

Task. When does the Government intend on providing this information as it impacts the pricing and overall scope of work defined and proposed to by prospective bidders

Refer to T-002. No N/A

T-143 What contract type will Task Order 001 be awarded as?

TO 0001 Refer to RFP Attachment 14A. No N/A

T-144 How many contractor FTE’s are currently employed on contract supporting DISANET?

TO 0001 Refer to T-037. No N/A

T-145 How many contractor FTE’s are currently performing in each of these task areas?

RFP, Task Area 1-

Refer to T-006 & T-037. No N/A

T-146

Service Desk; Are there specific DISA requirements for the Help Desk Institute (HDI) Certification mentioned?

RFP pg. 33, Task

Area 3 Refer to T-019. No N/A

T-147 What position(s) on TO 0001 will be considered key personnel?

TO 0001 Refer to K-053. No N/A

T-148

Please explain to what level of equipment is the customer requiring in the BOM? Should this BOM include IOS layer 2 and 3 products, equipment racks, power, UPS, computer Workstations, servers, or just layer 1 cable plant hardware?

Sample Task

0007, 6.1.2 Sample Task Order 0007 has been removed. Yes

Attachm ent 7

T-149

Is a separate architecture required for different system classification? One for NIPR, one for SIPR, and others; or a single integrated architecture?

Sample Task

0007, 6.1.2 Refer to T-148. No N/A

T-150 Is a Hardened or Simple Protective Distribution

System required in building 123?

Sample Task

0007, 6.1.2 Refer to T-148. No N/A

T-151

Will the Crypto devices be provided and to what extent will the contractor need to configure the devices.

Sample Task

0007, 6.2.3 Refer to T-148. No N/A

T-152 How many Crypto devices will need to be installed?

Sample Task

0007, 6.2.3 Refer to T-148. No N/A

T-153

The RFP calls for key personnel in section G.3.

Attachment 15, “DESS Labor Categories,” details seven different labor categories marked as key personnel. Should the Offeror provide resumes for all seven positions? If not, what labor categories should be considered key for the Task Order 1 response? If so, shall the resumes be included as an appendix in the Technical/Management Volume?

Section G.3;

Attachment 15;

L.5.2, Page

Limitations

Refer to K-053 and T-104. No N/A

T-154

Attachment 15 indicates that a Subject Matter Expert

(Labor Category 87) is key personnel. We assume resumes for key personnel are only required for Task

Attachment 15, DESS Labor

Categories

Refer to K-053. No N/A

Order 1 and contract-level staff. Can the government confirm that key personnel for sample task orders will not be required as part of this response?

T-155

Task Order 1 encompasses Task Areas 1, 3, 4, 5, 6, 7, 8 from the DESS contract-level Performance Work

Statement. Will the government please clarify the difference between responding to task areas 1, 3, 4, 5, 6, 7, 8 in the first Task and responses required in

Task Orders 2-7?

Attachment 1, Operations Task

Order

Refer to T-017. No N/A

T-156

For Task Order 1, Task 3 -DISA IT Enterprise

Information Assurance Support calls for the preparation and evaluation of documents and data in support of the DoD Information Assurance

Certification and Accreditation Process (DIACAP). For the purpose of correctly allocating labor, should we assume this support is limited to the IT systems that the CIO office has direct control over, and that the

DIACAP support at the component level is performed as a part of sample Task Order 2, Information

Assurance Support Services?

Attachment 1, Operations Task

Order, Section

6.3

Refer to T-017. No N/A

T-157 Is Sample Task 7 – Network a new task or incumbent task at DISA?

Sample Task

Order #7-

Network

Refer to T-148. No N/A

T-158 What is the Full Time Employee (FTE) count on

Operations and Sample Task orders?

Operations Task

Order and

Sample Task

Orders

Refer to T-037 & T-006 respectively. No N/A

T-159

The last two sentences in the first paragraph of PWS

Section 2 are essentially redundant with earlier sentences in the paragraph. Should they be deleted?

PWS

Section 2 Yes, verbiage will be revised. Yes

PWS

Section 2

T-160 Page 3 of the Task Order (first paragraph near the bottom states, “Information regarding current DISA

Page 3 of the

Operations Task

Refer to Attachment 29 and the Deliverables

Table of Task Order 1.

IT Enterprise Call Center/Help Desk procedures can be found in the attached DISA IT Enterprise SOPs.”

Can DISA provide Industry the DISA IT Enterprise

SOPs?

Order

T-161

There is a conflict between the Operations Task

Order and the RFP PWS. Operations Task Order,

6.2.2. states After Hours and weekend/ Government holiday coverage for Tier II, but the RFP PWS, page 8

Task Area 3 – Service Desk bullet 3 states, “provided

24x7x365 Tier II Services to DISA IT Enterprise Service

Desk. Is Industry to propose After Hours and weekend/ Government holiday coverage for Tier II of

24x7x365?

Operations Task

Order 6.2.2. and

RFP PWS page 8

Task Area 3 –

Service Desk

(bullet 3)

Refer to T-094. No N/A

T-162 What systems/platforms specifically are you looking for? NIPRNET/SIPRNET/JWICS etc.

Sample Task

Order 7 –

Network

Infrastructure

Installation

Refer to T-148. No N/A

T-163

For VOIP/VOSIP, are you wishing to use an enterprise solution or establish their own capability?

What capability does Ft. Detrick currently have and what support are they willing to provide?

Sample Task

Order 7 –

Network

Infrastructure

Installation

Refer to T-148. No N/A

T-164 How many VTC systems do you wish to have? Will all of the systems be secure?

Sample Task

Order 7 –

Network

Infrastructur…