Microsoft_Professional_Support_Statement_of_Work_Final.docx

MICROSOFT PROFESSIONAL SUPPORT

STATEMENT OF WORK (SOW)

05 January 2017

1.0 Background

The mission of the Defense Threat Reduction Agency (DTRA) is to safeguard America and its allies from the threat of Weapons of Mass Destruction (WMD). DTRA ensures the United States remains ready and able to address the present and future WMD threat.

The DTRA Directorate of Information Operations (J6) provides the leadership required to enable and transform the information technology (IT) in support of DTRA's mission. The J6 ensures that the Agency's Information Resource Management (IRM) strategy is in alignment with DTRA's vision, mission and strategic goals, and that technology is applied to meet mission needs.

DTRA utilizes a Microsoft-based infrastructure, with Microsoft Windows and Microsoft Office clients for the end-users. In order to deliver the best service possible to its employees and achieve the mission of the entire organization, DTRA seeks to gain expert Microsoft Professional Support to maintain/support its technology requirements.

3.0 Objectives

The purpose of this procurement is to enable DTRA to execute its vision for implementing software products, services and technologies throughout the enterprise. It will primarily provide direct access to expert Microsoft Professional Support to fulfill and maintain the technology needs and initiatives desired by DTRA.

2.0 Scope

The contractor shall provide Microsoft Consulting Services (MCS) and Microsoft Premier Support (MPS) as follows:

2.1 MCS

The range of required capabilities and services to be performed includes design, engineering, implementation, and knowledge transfer on information technology solutions and products that can lead to new, innovative solutions and best practices in the design and implementation of a crosscutting support services infrastructure. It will primarily serve as the vehicle for DTRA technology stakeholders to access expert MCS easily through the associated subtask areas and have a single point of accountability for delivery of these services across the DTRA enterprise.

2.2 MPS

A variety of MPS is required to support the IT systems at DTRA. Technical Account Management (TAM) that helps to build and maintain relationships with management and service delivery staff, and helps arrange each element of the MPS to meet the business requirements.

· Workshops to help prevent problems, increase system availability and assist with creating products and solutions based on Microsoft technologies.

· Problem Resolution Support (PRS) that provides assistance for problems with specific symptoms encountered while using Microsoft products.

· Support Assistance (SA) that provides short-term advice and guidance for problems not covered with PRS as well as requests for consultative assistance for design, development and deployment issues.

· Information Services that provide the latest knowledge on Microsoft technologies to enhance in-house support capabilities.

4.0 Tasks

The contractor shall perform tasks that fall within the following functional areas: (These tasks are applicable across all DTRA systems and networks utilizing Microsoft products processing data at all levels of classification from Unclassified to Top Secret/ Sensitive Compartmented Information (SCI)).

4.1 MCS in Support of Operations & Management (O&M)

The contractor shall provide two (2) Full-time Equivalents (FTE) at the Senior Consultant labor category, respectively, on a Firm Fixed Price (FFP) basis, an FTE defined at 1920 labor hours.

4.1.1 Project Management

The contractor shall provide routine program and project management. The contractor shall conduct regular meetings with Government representatives to review progress, problems encountered, completed tasks, in-process tasks, upcoming tasks, review of management metrics, review of program budgets, status of deliverables, status of project timelines, and staffing plans. The contractor shall develop a Project Management Plan to outline the bulk of the management functions, and identify key metrics that will be used to measure the success of the program.

4.1.2 IT Lifecycle Frameworks Consulting

The contractor shall provide consulting on IT Lifecycle Frameworks that offer best practice processes, guidance, and custom-tailored solutions for managing the entire IT life cycle (planning, preparing, building, maintaining). The contractor shall provide knowledge transfer and expertise on application development, enterprise architecture and infrastructure management. The contractor shall provide training and knowledge transfer to Government personnel on these best practices, and advise how these processes can be optimized to best take advantage of enterprise software technologies.

4.1.3 Migration and Deployment Services

The contractor shall provide migration and deployment services when upgrading operating system software or communication/messaging software or transitioning from disparate platforms or email systems. The contractor shall provide knowledge transfer on best practices for migration and deployment support of enterprise software products and applications.

4.1.4 Proof of Concept and Rapid Implementation Services

The contractor shall provide rapid reaction services for emerging business needs within the Government. To support this requirement, the contractor must be well versed in developing rapid prototypes or proofs of concept. The contractor must be able to identify critical requirements for a proof of concept system and translate those requirements into a functional prototype using the tools and processes in place at the Government site. This proof of concept shall demonstrate capabilities and convey to stakeholders the feasibility of a particular project. The contractor must be able to present this proof of concept to stakeholders and defend the feasibility of the development effort. Furthermore, the contractor must be able to take a proof of concept, incorporate lessons-learned, and rapidly field a full-scale capability.

4.1.5 System Testing and Implementation Services

The contractor shall provide rigorous testing services for technical solutions. This includes creation of test plans, execution of those plans and incorporation of the test results into the iterative development process. The contractor shall implement this test methodology through the development lifecycle. This end-to-end testing shall include: Requirements analysis and testing; Design testing; Code testing; System testing; and User acceptance testing.

4.2 MCS in Support of Research and Development (R&D)

The contractor shall provide three (3) FTEs at the Senior Consultant labor category, respectively, on a FFP basis, an FTE defined at 1920 labor hours. Support the research and development of design solutions and architectures for emerging technology requirements as follows:

4.2.1 Project Management

The contractor shall provide routine program and project management. The contractor shall conduct regular meetings with Government representatives to review progress, problems encountered, completed tasks, in-process tasks, upcoming tasks, review of management metrics, review of program budgets, status of deliverables, status of project timelines, and staffing plans. The contractor shall develop a Project Management Plan to outline the bulk of the management functions, and identify key metrics that will be used to measure the success of the program.

4.2.2 IT Lifecycle Frameworks Consulting

The contractor shall provide consulting on IT Lifecycle Frameworks that offer best practice processes, guidance, and custom-tailored solutions for managing the entire IT life cycle (planning, preparing, building, maintaining). The contractor shall provide knowledge transfer and expertise on application development, enterprise architecture and infrastructure management. The contractor shall provide training and knowledge transfer to Government personnel on these best practices, and advise how these processes can be optimized to best take advantage of enterprise software technologies.

4.2.3 Migration and Deployment Services

The contractor shall provide migration and deployment services when upgrading operating system software or communication/messaging software or transitioning from disparate platforms or email systems. The contractor shall provide knowledge transfer on best practices for migration and deployment support of enterprise software products and applications.

4.2.4 Proof of Concept and Rapid Implementation Services

The contractor shall provide rapid reaction services for emerging business needs within the Government. To support this requirement, the contractor must be well versed in developing rapid prototypes or proofs of concept. The contractor must be able to identify critical requirements for a proof of concept system and translate those requirements into a functional prototype using the tools and processes in place at the Government site. This proof of concept shall demonstrate capabilities and convey to stakeholders the feasibility of a particular project. The contractor must be able to present this proof of concept to stakeholders and defend the feasibility of the development effort. Furthermore, the contractor must be able to take a proof of concept, incorporate lessons-learned, and rapidly field a full-scale capability.

4.2.5 System Testing and Implementation Services

The contractor shall provide rigorous testing services for technical solutions. This includes creation of test plans, execution of those plans and incorporation of the test results into the iterative development process. The contractor shall implement this test methodology through the development lifecycle. This end-to-end testing shall include: Requirements analysis and testing; Design testing; Code testing; System testing; and User acceptance testing.

4.3 MPS in Support of Operations & Management (O&M)

The contractor shall provide two (2) FTEs plus technical oversight at the Senior Consultant labor category, respectively, on a FTE basis, an FTE defined at 1920 labor hours. The contractor shall rapidly integrate and deploy capabilities within the existing DTRA such as (but not limited to) the following:

4.3.1 TAM

TAM shall be provided by a cleared, designated, Microsoft resource working with DTRA leadership. The Program Manager is responsible for overall delivery of Microsoft Services within the DTRA in the National Capitol Region. The Program Manager drives overall quality assurance, staffing coordination, and a single contact point for all Microsoft Services delivery for DTRA. The Program Manager shall facilitate a team that can provide Workshops, Problem Resolution Support, and Support Assistance. The Program Manager shall also serve as the point of information delivery and provide feedback regarding the Services to other Microsoft groups.

4.3.2 Planning and Resource Facilitation

Within 14 days after contract start date, an orientation and planning session shall be conducted with DTRA management and staff via teleconference or onsite to discuss the services available, support needs, and jointly plan DTRA’s use of the services.

4.3.3 Escalation Management

The Program Manager shall manage issues that require escalation to other resources within Microsoft to expedite resolution.

4.3.4 Workshops

Workshops to help DTRA prevent problems, increase system availability and assist with creating products and solutions based on Microsoft technologies.

4.3.5 PRS

PRS to provide assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problem is caused by Microsoft products. PRS shall be available 24 hours a day, 7 days a week. Examples of problems are incidents where an incident occurs and assistance is required to fix it. These types of problems will be submitted by phone or web depending on the impact of the problem. Resolution may be accomplished by phone or web guidance, or may require rapid onsite support services.

4.3.6 SA

SA to provide short-term advice and guidance for problems not covered with PRS as well as requests for consultative assistance for design, development and deployment issues, infrastructure SA, reviews, development support assistance and lab access to assist with product development, benchmarking and testing.

4.3.7 Information Services

Information Services to provide DTRA staff with the latest knowledge on Microsoft technologies to enhance in-house support capabilities. This will include use of the Premier online website, critical problem alerts, web response tool for submitting and checking the status of support incidents, access to the Microsoft Knowledge Base of technical articles and troubleshooting tools and guides and support webcasts

4.3.8 US National (US NAT)

US NAT Program to maintain a strong focus on national security, and when we have an explicit contractual obligation to provide US citizen (only) support for the first technical support contact. A dedicated US Nat Program toll free number will be provided to the Customer Contact(s) along with the account number and account ID’s.

4.4 Joint Improvised-Threat Defeat Organization (JIDO) (OPTION O&M)

Three (3) option CLINs will be included in each contract year to continue support as listed in Task 4.1 in support of JIDO requirements. The options will only be exercised if and when the need for additional MPS arises.

5.0 Period of Performance (PoP)

The PoP shall be for one (1) 12-month base period and one (1) 12-month option period from date of contract award.

6.0 Place of Performance

The work on this task order will be accomplished at the Defense Threat Reduction Center (DTRC), DTRA headquarters, 8725 John J. Kingman Road, Fort Belvoir, VA. The contractor employees may work offsite when the work being performed permits working offsite.

7.0 Government Furnished Equipment/Materials/Property (GFE/M/P)

The Government will provide reasonable office space, desks, use of telephone, copier, fax, paper, and other administrative materials on-site for personnel when they are required to be on site at the DTRC. The Government will provide access to the Government's internal systems and diagnostic tools to Microsoft's Services Resources that are required to be on-site. The contractor employees will be provided a laptop computer and required access to DTRA systems for use in the DTRC and when offsite. The contractor shall comply with the contract clauses for accountability of Government Property in the possession of contractors. The Contractor shall provide a Master Government Property List (MGPL), inclusive of all GFP that is in the control of the contractor.

The MGPL shall include all equipment/property provided to the contract, including equipment transferred between projects, and broken and obsolete equipment. The MGPL shall be delivered electronically in a spreadsheet using Microsoft Office Excel. Format attached will be provided electronically also.

The Contractor shall annually perform, record, and disclose physical inventory results of all Government Furnished Property in the Contractor’s possession. A final coordinated physical inventory shall be performed upon contract completion or termination and be approved by the DTRA Accountable Property Officer. The physical inventory report shall identify the Contractor’s Point of Contact with telephone number and signature and shall consist of the data elements identified in CDRL A005.

8.0 Security/Cyber

The contractor shall possess a DoD Top Secret Facility Clearance and all personnel assigned to the contract shall have at a minimum a Top Secret Personnel Clearance. The contractor shall comply with the information specified in the Contract Security Classification Specifications (DD Form 254). The contractor shall provide personnel, as required, with the Director of Central Intelligence Directive (DCID) 6/4 eligibility to meet the SCI access requirements of the contract. The contractor must access computer systems dealing with intelligence information on the Secret System and will require Sensitive Compartmental Information Facility (SCIF) access for the support of the SCI Network and the Joint Worldwide Intelligence Communications System (JWICS) infrastructure to be able to make system software changes/updates/repairs on JWICS.

Before any contractor employee performs work in support of this contract, the contractor shall verify and submit proof of clearance (Visit Authorization Letter (VAL) to the DTRA Contracting Officer's Representative (COR)). Visit requests shall contain the information specified in paragraph 6-103 and 6-104 of the National Industrial Security Program Operating Manual (NISPOM) (DoD 5220.22M). The term of the VAL shall be for the term of the contract.

In accordance with the DoD Directive 8570.01, all personnel accessing information systems to perform information assurance functions must be in compliance with the two (2) following certification requirements; Information Assurance Technical (IAT) Level II certification and a Computing Environment (CE) certification.

9.0 Section 508 of the Rehabilitation Act of 1973

The activity to be performed relates to or requires the use of Electronic and Information Technology (EIT). Section 508 applies to this requirement.

10.0 Deliverables

The contractor shall submit the following deliverables in accordance with the attached Contract Data Requirement Lists (CDRLs).

10.1 CDRL A001

The contractor shall submit a monthly Status and Progress Report, not later than (NLT) five (5) business days after the end of each month. Status meetings may be conducted to discuss service activities, monitor satisfaction levels, and discuss actions or adjustments that may be required.

10.2 CDRL A002

The contractor shall submit a monthly Financial and Man Hour Expenditure Report, NLT thirty (30) calendar days after the monthly reporting period.

10.3 CDRL A003

The contractor shall submit a Strategic Consulting Plan, NLT thirty (30) calendar days after date of contract award.

10.4 CDRL A004

The contractor shall submit a Funds Available for Deobligation Report with a copy of the final invoice, NLT ninety (90) calendar days after the expiration of the base period of performance and after the expiration of each exercised option period.

A bilateral contract/order closeout modification will be forwarded to the contractor by the Contracting Officer and must be signed by the contractor and returned to the Contracting Officer within thirty (30) calendar days of the modification issuance.

10.5 CDRL A005

The Contractor shall submit a MGPL and a Physical Inventory Report, inclusive of all GFP that is in the control of the contractor.

The first submission is due NLT ten (10) calendar days after the Contract/Task Order award. Each subsequent MGPL submission is due monthly, on the tenth (10th) calendar day of each month. Each subsequent Physical Inventory Report is due annually, ninety (90) calendar days prior to the end of each contract year.

11.0 Travel

The contractor may be required to travel in their performance of duties and as directed by DTRA. The contractor shall provide a detailed estimate of any travel in advance to the COR in writing via memorandum or email. All travel shall be in accordance with the Joint Travel Regulation (JTR) and all travel shall be approved by the COR in writing via memorandum or e-mail prior to the contractor incurring any travel expenses and prior to any departure. All travel shall be reimbursed at cost (NO FEE ADDED) and shall be in accordance with DTRA Clause 252.247-9000. Costs incurred for transportation and per diem (lodging, meals and incidental expenses) will be billed in accordance with the regulatory implementation of Public Law 99-234, FAR 31.205-46 Travel Costs. Upon completion of travel, the contractor shall provide detailed cost report, which includes individual hotel cost, individual airfare, individual rental car, individual per diem costs, and miscellaneous expenses.