Amended TO 1Core Information Technology Services SOW.pdf

HDTRA1-08-R-0001

Attachment 2

Core Information Technology (IT) Services Task Order One

Detailed Statement of Objectives March 17, 2008

1.0 Background

The Defense Threat Reduction Agency safeguards America and its allies from Weapons of Mass Destruction (chemical, biological, radiological, nuclear, and high explosives) by providing capabilities to reduce, eliminate, and counter the threat, and mitigate its effects.

The DTRA mission is global and dictates a diverse set of customers and unique mission requirements. The IT requirements of the Agency are therefore equally unique and diverse.

DTRA has evolved since September 11, 2001, with a more complex and robust mission.

This change in mission, especially in the operations support to the U.S. Strategic Command Center (SCC) for Combating Weapons of Mass Destruction and the emergent requirements to augment support to other U.S. Government departments (e.g., the Department of Homeland Security and the Health and Human Services) necessitates a more global approach to delivering IT, especially the delivery of IT external to the Agency. All DTRA personnel supporting the Agency’s mission require common IT support services in areas such as, but not limited to, help desk support, systems administration, networks and application administration.

2.0 References

DoDD 8500.1 “Information Assurance (IA)” DoDI 8500.2 “Information Assurance (IA) Implementing Instruction” DoD Information Assurance Vulnerability Alert (IAVA) process DoD and DISA information assurance guidance and policy such including Security

Technical Implementation Guides (STIG).

DoD Information Technology Security Accreditation Process (DITSCAP) DoD Information Assurance Certification and Accreditation Process (DIACAP) DoDD 8570.1 Information Assurance Traning, Certification, and Workforce

Management

3.0 Overall Objective

The objective of this task order is to optimize the Agency’s capability to operate, manage and deliver IT products and services, which include IT applications, installation, administration, engineering, help desk expertise and Network Operations and Security Center (NOSC) functions.

IT support must meet the needs of DTRA’s internally and externally supported customers to include first responders, Combatant Commands (COCOMS) and other U.S.

Government entities. The goal is to provide a seamless and integrated communications among all Agency elements supporting office automation, data collaboration, knowledge management, exercises, experimentation and operations support across three principle security domains: Sensitive but Unclassified (SBU), Secret and Top Secret/SCI.

The contractor shall propose a Performance Work Statement (PWS). The Government expects to regularly analyze the parameters of the PWS with the Contractor to ensure the highest affordable level of performance is continually delivered to DTRA and its customers.

4.0 Functional Requirements

The following functional requirements are applicable and must be applied in the execution of this task order.

4.1 Quality Assurance

The DTRA requires effective Quality Assurance and continual process improvement in the delivery of IT products and services. The intent of the Quality Assurance is to analyze service requirements and implement effective processes that provide tangible benefit to the customer and the supported user community.

4.1.1 Maximize business value and ensure continuous performance improvement in the areas of IT installation (hardware/software), IT help desk services, systems, network administration and application development and administration.

4.1.2 Maximize business value and ensure continuous performance improvement in supporting activities such as: project planning, execution and monitoring - and within control processes such as configuration management - documentation and version control of operating instructions and procedures.

4.1.3 The Contractor Program Manager (PM) shall be responsible for taking specific actions to ensure the quality of work performed under this task order. Specifically the PM shall:

• Support and advocate quality at all times

• Take a leadership role in ensuring quality in the entire support process

• Correct any process deficiencies

• Employ/initiate continuous process improvement techniques that serve to maximize business value

• Ensure a professional, certified workforce is maintained throughout the life of the task order.

4.2 Information Assurance

Apply Information Assurance (IA) consistently to all developed and maintained systems and applications. For new system development efforts, IA considerations must be addressed at inception and appropriate IA controls should be designed into the system and regularly verified. In the maintenance of existing systems, IA controls must be regularly verified, and in light of the continually evolving IA landscape, be continuously reviewed and revised as appropriate to mitigate any emergent threats. Consider Information Assurance at all times and in all aspects of performance. The Contractor shall:

4.2.1 Have a thorough understanding of Departmental Information Assurance (IA) doctrine including application of Information Assurance controls, as defined in the DoD 8500 series, for all mission assurance categories and sensitivity levels. Ensure all applicable Federal, Departmental and Component-level IA requirements and controls are addressed and enforced in any application of IT under this task order.

4.2.2 Have a thorough understanding of the DoD Information Assurance Vulnerability Alert (IAVA) process, and be conversant with other DoD and DISA information assurance guidance and policy, including Security Technical Implementation Guides (STIG). Maintain the IAVA compliance of DTRA systems and networks, while ensuring all required mitigation is in place to ensure mission critical communications and capabilities are not compromised through the IAVA compliance process.

4.2.3 Prepare documents, as required, and maintain a thorough understanding and organic capability to apply the DoD Information Assurance Certification and Accreditation Process (DIACAP) on behalf of DTRA systems. The contractor must be able to support both Departmental and Component-level Certification and Accreditation (C&A) requirements throughout the period of performance of this task order.

4.2.4 Ensure all members of their performing team are certified in accordance with the IA workforce certification requirements outlined in DoDD 8570.1 and DoD 8570.1-M.

The contractor must determine the appropriate certification levels based upon the structure of their performing team. All members of the contractor team shall have the appropriate levels of IA certification prior to commencement of work on this task order.

4.3 Service Delivery and Capability Maturity

The contractor should efficiently, systematically and continually reduce the costs associated with delivering IT services to the Agency, while simultaneously enhancing and maintaining customer satisfaction and providing high-quality technical support, engineering and IT expertise to the government customer.

4.3.1 Deliver high-quality IT through application of standardized processes in the management and delivery of IT products and services.

4.3.2 Maintain state of the practice expertise on current and leading edge hardware, software, networking equipment, and other IT-based products used to support all tasks and activities, including, as per 4.2.4, maintaining a staff that is both technically competent and certified in the Agency’s computing environments.

4.3.3 Provide a business management information system, such as a “Management Information Dashboard” to support re-use of historical information generated through previous problem resolutions, engineering documents, etc. to ensure uniform delivery of product and services over time.

4.4 Performance Measurement

4.4.1 The contractor is expected to define performance metrics for work under this task order and propose them back to the Government in the form of a Performance Work Statement (PWS).

4.4.2 The business management information system shall provide management with the necessary metrics to run operations and perform trend analysis on operational issues.

This system shall have the capability of exporting information to other business intelligence systems within the Agency. This system shall be flexible enough to handle future reporting requirements and extensible enough to capture future tasks.

4.4.3 The business management system provided shall provide for a flexible, dynamic, and relational reporting capability to effectively identify and manage discrete cost and resource allocations across all facets of this statement of objectives.

4.4.4 Sample metrics to be gathered are listed below and in subsequent sub-tasks.

Metrics planning, collection and application shall be consistent with the contractor’s defined management and quality assurance processes. The metrics identified in the Performance Work Statement and any subsequent Service Level Agreements (SLAs) put in place by the CIO. The Contractor is encouraged to provide additional metrics (with rationale) as required:

• Total operating costs, fixed and variable, broken out by discrete activities, such as user support, systems administration, installation, application development, etc…;

• A real-time accounting of contractor personnel, their functions and responsibilities, relevant training and certification status, as well as any capability gaps in the contractor support structure;

• Network and system availability, utilization, and outages; and,

• Help desk tickets and customer satisfaction metrics.

4.4.5 Define and provide a proven process to integrate and leverage Government hands-on technicians (e.g., help desk, system administrators, network engineers, telecommunications specialists, information assurance officers) with their proposed performance solution, should Government resources become available to perform aspects of this task order.

4.5 Program Management and Reporting

Due to the complexity and scope, specific parameters need to be established that govern the Contractor oversight, Program Management and reporting for the sub-tasks outlined below, beginning in section 5.0:

4.5.1 Provide a full time and dedicated Program Manager (PM) for this task order, specifically selected for experience in major IT implementation and support functions.

The PM role, responsibilities and authority shall be well integrated into the management structure of the contractor’s overall Enterprise IT Integration effort.

4.5.2 Program Manager Roles and Responsibilities include, but are not limited to the following:

• Serving as the focal point for all program-level communications between the

Contractor team, Contracting Officer’s Representative (COR) and Government program managers;

• Coordinating all program activities including all deliverables, presentations, and briefings;

• Maintaining program service levels and specifications

• Leading quarterly technical and programmatic program reviews with the government and other reviews as required; and

• Implementing, monitoring, and controlling the quality assurance plan;

4.5.3 The Task Order PM shall be located on-site, at the Defense Threat Reduction Center (DTRC).

4.5.4 The Task Order PM shall meet with the Government management on a periodic basis to review support status, highlight potential improvement areas and/or changes in procedures, identify any problem areas, and recommend solutions.

4.5.5 Provide secure, yet unencumbered access for Government managers to the business management information system, and related source data as directed by the Government.

4.5.6 Provide the Government near real time access to all reports that are used to determine performance against managed service levels at the frequencies indicated below via the business management information system.

4.5.7 Perform analyses to determine how service levels change over time, and the impact of various activities on service level. In addition, the Contractor shall provide unencumbered access to the Government copies of all other reports that the Contractor uses in managing the workload, efficiency, and effectiveness of the program operations.

This information shall be made available via the business management information system.

4.5.8 Provide access to the following information via the business management information system:

• Problem counts, by Severity Level including the number of open, closed and new problems reported;

• Number of Installation/Upgrade/Move work items completed, including the ticket reference number, customer name and project supported; and,

• Call handling metrics, including calls handled, ticket abandonment rate, average speed of answer (problem resolution), average Contractor handle time, average customer hold time and average customer satisfaction rating.

4.5.9 Provide, or make available to the Government, on a weekly basis, a statistics report package via the business management information systems on the first business day of each week. The statistics package shall include, but is not limited to, access reports on the following:

• PWS performance for month-to-date and for prior months;

• Product delivery success history;

• Total help desk tickets;

• Problem counts, by severity Level including the number of open, closed and new problems reported;

• Number and percentage of problems for which Service Level measures were missed sorted by severity level, and by type;

• Installation/Upgrade/Move schedule reports;

• Management analysis reports;

• Top ten call categories by tracking tickets;

• Costs

• Installation/service appointment on-time report; and,

• Weekly activity reports for key areas and items of interest (i.e. NOSC Weekly

Activity Report)

4.5.10 Provide access to the following reports via the business management information system to the Government on a monthly basis:

• Problem counts, by Severity Level including the number of open, closed and new problems reported;

• Number of problems requiring original vendor or manufacturer support;

• Monthly performance against performance work statement metrics;

• Management Analysis Reports (to be specified and agreed to by the COR);

• Hardware Installation Reports; and

• Information Assurance and Information Assurance Vulnerability Management

(IAVM) Status Metrics and Reporting (weekly and ad-hoc).

5.0 Specific Sub Tasks

5.1 Sub Task 1 - Enterprise IT Services

This task supports the core systems and networking infrastructure supporting the business and mission functions of the Agency. The majority of DTRA users rely on this infrastructure for their office automation capability; however, this infrastructure most importantly supports the Agency’s operation center and mission critical and essential systems.

Under this task the Contractor shall provide 24x7x365 support systems and network operations at all security classifications. Provide qualified support personnel dedicated to administration and maintenance of the operations center, unclassified, secret and TS/SCI networks, systems, applications and telecommunications requirements.

The primary support objectives of this task include: IT Help Desk; Systems and Application Support; Network Engineering and Administration Support; IT Installation and Asset Management; and Telecommunications Provisioning and Voice and Video System Support.

5.1.1 IT Help Desk

The IT Help Desk provides end-user IT remediation and support the general IT requirements of the Agency. Nominally the help desk is required to:

• Integrate and report all support metrics with the business management solution addressed in section 4.4 and 4.5;

• Share current situational awareness of network, systems, applications and known telecommunications issues with the Network Operations and Security Center

(NOSC);

• Provide a web-based capability for DTRA users to enter, track and escalate help-desk tickets, as well as to perform self-service and user “self-help” actions (potential examples may include restoration of files, temporary quota modifications, etc…);

• Provide end-user software and application support;

• Provide support for users located in the (DTRC), as well as other local and remote

Agency users and customers in the National Capital Region (NCR), and other geographically disparate DTRA sites (such as Albuquerque, Darmstadt, Moscow and Yakota);

• Provide installation, configuration, maintenance and troubleshooting for DTRA-owned desktops, laptops and mobile devices;

• Provide remote access configuration and support for DTRA users and external customers as required (supporting telework, as well as mission or contingency operations);

• Install, configure, maintain and troubleshoot computer peripherals (printers, scanners, monitors, USB and Firewire devices, etc…);

• Provide IT support to special needs users;

• Provide technicians capable of performing on-site repair of IT hardware or field-replaceable units.

5.1.1.1 Staff the IT Help Desk with trained technical support specialists (in accordance with section 2), who possess effective interpersonal and analytical skills and outstanding verbal communication skills. The Contractor must ensure:

• Calls are answered promptly and courteously;

• A tracking ticket is created for each call received by the Help Desk, via phone, e-mail or web-based input;

• Resolution of service problems or requests on the first call;

• A complete history of all calls and resolutions (including pertinent technical documentation) for each trouble ticket;

• A mechanism for capturing and using historical information for both analytical purposes and real-time problem resolution;

• Maintenance standard end-user builds for each supported enclave, and maintain authoritative real-time accounting of all deviations from the accepted baseline (Workstations may vary due to individual user’s requirements);

• Help Desk procedures are integrated with the configuration management and quality assurance processes;

• Prompt and accurate trouble ticket reassignment for higher tier support;

• Customers are assigned ticket number and provide a reasonable estimate for problem resolution; and,

• Verification and documentation of problem resolution prior to closure of any ticket.

5.1.1.2 Investigate and propose innovative means for reducing Help Desk support costs such as use of a distributed call center or provisioning multi-tiered support.

5.1.1.3 In conjunction with 5.1.1.2, propose effective processes for distinguishing and prioritizing requests to the help desk. The Contractor’s process should take into consideration the impact (real, potential or otherwise) or severity of the problem or request, the requesting user and the time to resolution.

5.1.1.4 Identify and document the process used to escalate and transfer Help Desk request if a resolution cannot be determined by the help desk technicians within TBP minutes of taking the initial request.

5.1.1.5 Implement and maintain a user-friendly web-based system that can be used by customers to submit and track help desk requests, problems and resolutions. Customers should be able to receive up-to-the minute status on all submitted trouble tickets, regardless of severity. The system should also allow provide user “self-help” capabilities as mentioned in section 5.1.1.

5.1.1.6 Implement and recommend required Help Desk management and tracking system. Provide business value and rational for recommendation. This knowledge base, including data, schemas, etc., shall be used to identify service and equipment issues through trend analysis and improve overall service. The knowledge base will be the intellectual property of DTRA and shall be accessible in an easily portable file format.

5.1.1.7 Propose a Help Desk management and tracking system to meet the above requirements. The implementation of this system must occur within the transition Period (sub-task 5.3).

5.1.2 Systems and Applications Support

Systems and application administration services include enterprise-class services such as e-mail and network files services; business applications such as budget, accounting and personnel systems; web-based applications, Intranet, Extranet, COTS/GOTS applications;

DTRA mission essential and mission critical systems and supporting systems. Systems and Application Support include the following tasks:

• Back-up of system and application data and information per established guidelines and procedures;

• Application of system updates and security patches;

• Establish processes and procedures, and ensure the information assurance compliance of DTRA systems and applications with respect to DoD IA guidance and in response to any orders received from the JTF-GNO or equivalent entity;

• Technology sustainment and refreshment activities – including migration to new hardware and software platforms in operational environments;

• Periodic maintenance, performance optimization and tuning of systems and applications;

• Database administration;

• Troubleshooting and resolving reported system-related problems;

• Supporting system certification and accreditation activities;

• Developing processes and procedures for collecting, maintaining and reporting application and system-related performance metrics;

• Auditing system security logs and report/document results; and

• Configuration management and documentation for each system or application.

5.1.2.1 System and application administration personnel may provide matrixed support to the Help Desk as appropriate for the resolution of trouble calls related to their systems and applications.

5.1.2.2 In addition to systems and applications administrative support in the NCR, the Government requires dedicated systems support personnel to be located in Albuquerque, NM. These personnel will be required to be fluent in both Microsoft and UNIX-based environments.

5.1.3 Network Engineering and Administration Support

Network Engineering and Administration services include support for switches; routers;

firewalls and other network security systems and equipment, network wiring and the

Agency’s networking cable plant. Network Administration service support includes the following tasks in support of all DTRA networks and networking requirements:

• Routine administration, configuration and maintenance of network equipment and associated systems to include system updates and testing and installation of system security patches;

• Establish processes and procedures and ensure the information assurance compliance of DTRA networks with respect to DoD IA guidance and in response to any orders received from the JTF-GNO or equivalent entity

• Technology refreshment of network equipment and systems;

• Management of network address space, routing protocols, and routing table configuration;

• Administration and configuration of network authentication and authorization services;

• Administration, and configuration of network security devices such as firewalls and intrusion detection systems;

• Monitoring and optimization of network performance; and

• Development of processes and procedures for collecting, maintaining and reporting network-related performance metrics and associated information.

5.1.3.1 Network administration personnel may provide matrixed support to the Help Desk as appropriate for resolution of trouble calls related to the DTRA networks.

5.1.3.2 In addition to network administrative support in the NCR, the Government requires dedicated network support personnel to be located in Albuquerque, NM.

5.1.4 IT Installation and Asset Management

The primary types of installation activities to be performed (within the NCR and at all DTRA field locations) include, but are not limited to the following:

• Installation and configuration of new, upgraded, or replacement IT hardware;

• Local Area and Wide Area equipment;

• Cable plant management and providing physical connectivity for IT equipment;

• Installation and configuration of new, upgraded, or replacement software;

• Move and/or re-install existing equipment within the same office or a entirely different location within DTRA or supporting locations; and,

• Updating configuration database and ensure tracking of all modifications are accessible in an easily portable file format.

5.1.4.1 Install IT in accordance with approved Project Plans, Systems Implementation Plans and Quality Assurance Plans and documented processes approved by the government.

5.1.4.2 Provide technical assistance for network component, workstation, server, and peripheral (e.g. printer) upgrades, maintenance and IMACs (Installations, Moves, Adds and Changes) in the NCR as well as all DTRA field sites, including cable plant and wiring issues.

5.1.4.3 Ensure the asset inventory (Asset Management) and appropriate systems documentation is created/kept current for all IT systems and ensure configuration baselines are modified as a result of all upgrades, maintenance and IMACs.

5.1.4.4 Provide a tracking capability for all IT assets from procurement to disposal and ensure this capability is interfaced with Management Information Dashboard to provide real-time accounting of IT assets to both government and contractor personnel.

5.1.4.5 Recommend a “hot-spare” inventory list, and after government agreement, ensure spare inventory is maintained at all times.

5.1.5 Telecommunication Provisioning and Voice and Video System Support

5.1.5.1 Provide technical assistance and customer support in the operation and maintenance of long haul, short haul and local point-to-point data circuits, which includes, but is not limited to the following:

• Liaison with circuit service providers for acquisition, testing and trouble-shooting of circuits;

• Generation, tracking and management of circuit requests;

• Coordinate installation and testing of circuits;

• Coordinate and report circuit availability issues with the Help Desk;

• Coordinate with the DTRA NOSC on any circuit-related security or availability issues;

• Develop processes and procedures for collecting, maintaining and reporting performance metrics on circuits;

• Maintain configuration management of circuits and related configuration items;

and

• Provide trouble-shooting and support of circuit issues.

5.1.5.2 Provide technical assistance and customer support in the operation and maintenance of telephony services including:

• Liaison with telephonic service provider on service-related issues;

• Coordinate and execute end-user service requests;

• Liaison with the DTRA Help Desk on resolution of trouble calls related to voice systems;

• Liaison/coordinate with the DTRA NOSC on any service outages related to voice systems; and

• Develop processes and procedures for collecting, maintaining and reporting performance metrics on telephonic service.

5.1.5.3 Provide technical assistance and customer support in the operation, maintenance and customer support of wireless voice and data services, which includes, but is not limited to the following:

• Liaison with wireless service provider on service-related issues;

• Liaison with the DTRA Help Desk on resolution of trouble calls related to wireless voice and data systems such as cellular phones, wireless e-mail push systems and associated terminal devices and smart phones;

• Liaison/coordinate with the DTRA NOSC on any service outages related to remote wireless voice and data systems;

• Develop processes and procedures for collecting, maintaining and reporting performance metrics on remote wireless voice and data services; and

• Provide asset and configuration management of remote wireless voice and data system devices and related systems.

5.1.5.4 Provide technical assistance and customer support in the operation and maintenance for the Agency’s Audio/Visual and Video Teleconferencing (VTC) systems, which includes, but is not limited to the following:

• Conduct and oversee routine network maintenance of the audio/visual and VTC systems;

• Support the Certification and Accreditation of the Agency’s audio/visual and

VTC suites;

• Establish a configuration management process for the audio/visual and VTC systems and their associated configuration items;

• Liaison with the DTRA Help Desk on resolution of any trouble calls related to the audio/visual and VTC systems; and

• Develop processes and procedures for collecting, maintaining and reporting performance metrics on the audio/visual and VTC systems.

5.2 Sub Task 2: Network Operations and Security Center (NOSC)

5.2.1 Use Help Desk ticketing system to manage, track and fulfill all support activities.

5.2.2 Ensure necessary actions are taken to limit damage and restore effective service following a Computer Network Attack (CNA) or Computer Network Exploitation (CNE).

5.2.3 Maintain and operate 24x7x365 DTRA Network Operations and Security Center (NOSC) to execute global network operations and defensive information actions for the Agency.

5.2.4 Monitor and/or react to IT system performance and security issues that may be the result of an internal or external intrusion or other information security incident.

5.2.5 Ensure timely and appropriate implementation of approved DTRA and DoD Information Assurance and Network Security policies and procedures, and in response to operational NetOps direction, ensure doctrinally required defensive posture for DTRA’s portion of the Global Information Grid (GIG).

5.2.6 Collaborate with the NetOps Community Of Interest (COI) to ensure effective operation and defense of the GIG.

5.2.7 Provide near “real-time” global Situational Awareness (SA) of DTRA systems and networks to senior leadership, the operations center and the Joint Task Force-Global Network Operations (JTF-GNO).

5.2.8 Participate in daily JTF-GNO NetOps SA and threat briefings, and provide the CIO, or designee, with timely and concise reports and when necessary, recommended courses of action.

5.2.9 Ensure doctrinally required response to changes in IA alert or INFOCON conditions, or in response to NetOps watch and communications task orders issued by the

JTF-GNO.

5.2.10 Manage and ensure timely and appropriate action in response to IA Vulnerability Alert (IAVA) notifications issued through the DoD IAVA process.

5.2.11 Monitor and provide fault analysis for DTRA networks and communications capabilities. Provide shared situational awareness to the DTRA help desk.

5.2.12 Coordinate, direct and execute support, troubleshooting and restorative actions for the Agency’s networks and systems.

5.3 Sub Task 3: Contract Transition – Transition-In

Provide a comprehensive Transition In Plan that shall be used for the first two (2) months at DTRA. Transition-In Plan should complement the Transition-Out Plan to be provided as Government Furnished Information (GFI), and include at a minimum:

• Identification of Risks and Risk Mitigation

• Level of Effort

• Schedule (including milestones)

• Resource Allotments

• Dependencies

• Costs

• “Discovery” Plan

5.3.1 Use proposed Help Desk ticketing system to manage, track and fulfill all support activities.

5.3.2 The Contractor will perform in accordance with the Transition-In Plan. Within 60 days of contract award, the Contractor shall assume and perform all of the tasks specified in this statement of objectives.

5.3.3 The Contractor’s transition plan should also include discussion of administration tasks, badge and security tasks, staffing levels for the initial set-up and maintenance of the Help Desk, systems administrators, network administrators, Network Operations and Security Center (NOSC) personnel, implementation and/or modification of Help Desk systems or processes, acquisition requirements, asset configuration documentation and verification of inventory, and ongoing project support. The transition plan shall also document requirements from DTRA, including items such as Agency familiarization.

5.3.4 The following are the minimum requirements for the transition period:

• The DTRA Chief Information Officer (CIO) will designate a Government Transition

Team prior to contract award. Government and Contractor Transition teams must meet no later than seven days after award to begin execution of the Transition Plan;

• The incoming Contractor Team, to include all relevant subcontractors and third party vendors, must meet with outgoing Contractor staff to discuss the Transition Plan and how it must be implemented by both Contractor Teams;

• The incoming Contractor Team shall become familiar with the DTRA organization, technical and support environment, customer expectations, policies, procedures and government staff;

• The Contractor shall prepare a Communications Plan to keep the DTRA CIO and the supported customer base informed on the progress of the transition and potential changes to service levels, expectations and Help Desk procedures;

• The incoming Contractor shall assume administration of, or install and assume administration of (if different from the current call tracking system), of the help desk management system as early as practicable, but no later than one month after contract award.

• All Contractor employees (regardless of familiarity with DTRA) will attend DTRA newcomer orientation and security training within eight weeks of employment start date.

5.4 Sub Task 4: Application Integration

5.4.1 Application Integration – Procurement and Fielding

Provide full scope of Information Technology Systems Engineering and Implementation using “systems” and “software” engineering best practices and life-cycle activities to include integrate, test, pilot, and implement new capabilities/information technologies for the purposes of fielding knowledge management (KM), content management and business intelligence capabilities for the Agency.

5.4.1.1 Integrate and configure Common Off the Shelf (COTS) software products to support the Agency’s vision for a knowledge management framework. Provide expertise to build web-based applications and web interface capabilities.

5.4.1.2. Develop systems documentation, training materials and user guides to provide turn-key capabilities for KM related application integration.

5.4.1.3 Ensure application design is compliant with Agency’s Enterprise Architecture (EA) and develop architecture artifacts, as requested by the Government to document newly integrated capabilities within the DTRA Knowledge EA.

5.4.2 Application Integration – Operation and Maintenance

5.4.2.1 Operate and maintain the Agency’s KM and related systems and activities.

5.4.2.2 Operate and maintain KM related system capabilities, including, but not limited to application support, database administration and web systems integration and maintenance.

5.4.2.3 Develop necessary documentation to support operations, maintenance, sustainment and decommissioning elements of the systems’ life-cycle. Develop configuration management and EA documentation as it relates to the operations and sustainment of KM capabilities for the Agency.

5..4.2.4 Become familiar with DTRA missions and organization in order to provide requirements analysis, requirements refinement, and maintain/update a requirements repository (which may be part of another system or process) and data strategy for web, KM and other related capability needs.