DoDEA_Pacific--ITSS_Draft_PWS.pdf

PERFORMANCE WORK STATEMENT

INFORMATION TECHNOLOGY SUPPORT SERVICES (ITSS)

1.0 INTRODUCTION

1.1 Background. The Department of Defense Education Activity‐Pacific (DoDEA Pacific) is responsible for supporting the Department of Defense Education Activity mission in Guam, Korea, Okinawa, and mainland Japan. The DoDEA Pacific organization comprises 44 schools, four District Offices, and the Pacific Director’s Office and provides pre‐Kindergarten through 12th grade education to approximately 24,000 students. The DoDEA Pacific Information Technology Division provides all information technology management, services, and support to the schools, District Offices, and the Pacific Director’s Office.

The DoDEA Pacific Information Technology (Pacific IT) Division manages, directs, and oversees all planning, support, and operations for all aspects of the DoDEA Pacific information technology domain.

The Pacific IT Division maintains a US Government employee staff at the DoDEA Pacific Director’s Office and also manages computer field support personnel at the schools and District Offices. The computer field support personnel, known as Administrative Technologists (AT), provide direct support to end‐users, end‐user computing device management, and rudimentary system administration at the schools and District Offices. US Government employees assigned to the Pacific IT Division, located at the DoDEA Pacific Director’s Office, Torii Station, Okinawa, Japan perform all higher level activities related to defining hardware and software requirements, defining elements of server and network architecture, network design and component configuration, business systems support, and develops overall support processes and standards. These same US Government employees perform most or all higher level system management activities related to these systems. None of the services described in this scope of work will be physically performed in the territory of Guam.

1.2 Scope. The contractor shall provide all necessary personnel, supervision, management, materials, services, equipment and facilities (except such materials, equipment and facilities provided by the government) required to perform the information technology support services described in this Performance Work Statement (PWS) for the schools and facilities located in Korea, Okinawa, and mainland Japan, including the DoDEA Pacific Director’s Office (DPDO) as shown in Technical Exhibit A.

Applicable services vary by location in Technical Exhibit A. For example, coordination of warranty support services is necessary for all locations in Technical Exhibit A, while direct end‐user support is not required for all locations in Technical Exhibit A. Locations where contractors are required to physically perform services are listed in Technical Exhibits B and C. None of the services described in this scope of work will be physically performed in the territory of Guam.

1.3 Pacific IT Technical Infrastructure Overview. The following elements are present in the DoDEA Pacific IT infrastructure and are listed to provide an overall understanding of the environment. The scope of this PWS does not cover all elements of the DoDEA Pacific IT Infrastructure and is limited to what is covered in section 3, “Requirements”:

End‐User Computing Devices: A variety of end‐user class computing platforms commonly found in educational environments running Microsoft Windows and Apple related OS’ supporting office productivity and educational applications, as well as standard system protection software and helper applications. On‐going migrations to future versions of operating systems and applications will occur to meet technology refresh requirements as necessary. All capable systems are members of a single Windows Active Directory Domain. All capable systems are managed through an MS System Center Configuration Manager (SCCM) hierarchy, Casper Suite, Windows Active Directory Domain Group Policy, Windows Server Update Services, and various system specific management consoles. There are approximately 17,000 desktop and 4,000 notebook systems in inventory.

Network Servers: Virtualized Microsoft Windows Servers with a combination of SAN‐based and direct attached RAID volumes. Centrally‐managed backup‐to‐disk/tape systems. Multiple hosts and servers at each location provide file storage, application hosting, enterprise messaging, and systems management services.

Messaging: Microsoft Exchange 2003/2010 with the Outlook client is the Enterprise Messaging System.

OWA is used for remote access.

Network Topology: All sites have EIA 568 compliant structured wiring systems. xBase‐T CAT 5 or CAT 6 UTP horizontal, and fiber optic backbone cabling provides connectivity to all locations on campus.

Core and closet network components provide switched 100/1000Mbps to the desktop and Gigabit on the backbone. Centrally managed enterprise‐class wireless coverage is deployed across all campuses.

All sites have persistent access to the Internet via commercial ISP services.

Peripheral Devices: Network laser printers, stand‐alone printers, digital scanners, smart whiteboards, and other peripherals commonly found in K‐12 education environments.

Support Tools: MS SCCM and Casper Suite are the DoDEA Pacific standard desktop management tools.

All desktop and laptop systems are deployed, managed, and supported by one or the other of these tools. Centrally developed images for desktop and laptop systems are deployed throughout the organization in as close to a “zero‐touch” manner as practical. The Pacific Service Desk (PSD), based on Altiris Helpdesk Solution, is the current enterprise, web‐based helpdesk system.

2.0 APPLICABLE DOCUMENTS

DoD Directive/Manual 8570.1 – Information Assurance Training, Certification and Workforce Management and 8570.01‐M Appendix 3 dated 12/19/2005.

http://www.dtic.mil/whs/directives/corres/pub1.html

Pacific Information Technology Division Standards, Guidelines, and Operating Procedures. (To be furnished upon request)

DoD Instruction 8500.2 , Information Assurance Implementation, 02/06/2003 http://www.dtic.mil/whs/directives/corres/ins1.html

DoD 5200.2‐R, Personnel Security Program http://www.dtic.mil/whs/directives/corres/pub1.html

DoD 5400.11‐R, DoD Privacy Program, 05/14/2007 http://www.dtic.mil/whs/directives/corres/html/540011r.htm

United States Forces Japan (USFJ) and USFJ component policies and regulations http://www.usfj.mil

United States Forces Korea (USFK) Reg 700‐19 http://www.usfk.mil/org/fkdc‐sa/index.html

DoDEA AI 6600.1, Computer and Internet Access Policy http://www.dodea.edu/foia/iod/pdf/6600_1.pdf

DODI 2000.16 – DoD Antiterrorism Standards, 06/14/2001 http://www.dtic.mil/whs/directives/corres/ins1.html

3.0 REQUIREMENTS

3.1 General Requirements

3.1.1 The contractor shall provide all Information Technology (IT) services identified in this PWS.

Services to be performed fall into the following main areas:

Administrative Technologist (AT) Support

DoDEA Pacific Director’s Office Administrative Technologist (AT) Support

Enterprise Deployment Management Services ‐ Windows

Enterprise Deployment Management Services ‐ Apple/Mac (90%)/MS SQL DBA (10%)

3.1.2 The contractor shall provide an overall solution which enables a “Time to Respond in Person” (TRP) of 90 mins. by qualified personnel to any of the locations listed in Exhibit A (excluding locations in the Guam zone). The locations in Exhibit A and Exhibit B are grouped into TRP zones which, and under normal traffic conditions, are within a 90 min. radius.

3.1.3 The locations in Exhibit B outline the service provider personnel’s regularly scheduled places of work(SP). It may be necessary, on occasion to respond to requirements at other locations listed in Exhibit A (excluding locations in the Guam zone) that are normally supported by Government employees (GS). The service provider (SP) personnel shall be available to respond to all locations within each respective TRP zone when requested by the COR.

3.1.4 The contractor shall adhere to all work/duty hours specified by this PWS. The government anticipates that tasks related to the requirements specified in this PWS can be accomplished during regular work days and duty hours; however, there may be a need for performance in support of the PWS during non‐duty hours and weekends due to operational requirements.

3.1.5 All work performed outside of the regular work days or duty hours must be approved by the COR and shall be reimbursed accordingly.

3.2 Administrative Technologist (AT) Support

3.2.1 The contractor shall provide AT support of daily IT operations at the locations listed in Exhibit B from 0700 to 1600 Monday through Friday. AT support consists of the tasks, functions, and services outlined in the following sections:

3.2.2 Install, connect, configure, upgrade, troubleshoot, diagnose, and repair client computing devices including desktop, laptop, and handheld computing systems and peripherals. This activity may include moving systems and peripherals within and between the locations identified in Exhibit A (excluding locations in the Guam zone) incidental to performing tasks covered under the contract.

Repair activities will be limited to tasks normally accomplished by personnel working in a campus environment such as replacing internal harddisk drives, memory modules, or interface cards.

3.2.3 Install, configure, upgrade, troubleshoot, and diagnose client computing software. This includes, operating systems, application software, utility software, and DoDEA procured/developed standard system software.

3.2.4 Self‐directed installation, connection, and troubleshooting of network devices (hubs, switches, wireless access points) incidental to providing network connectivity for client computing devices. More complex activities will be performed at the direction and under the close supervision of higher level support personnel. These responsibilities may include moving systems and peripherals within and between the locations identified in Exhibit A incidental to performing tasks covered under the contract.

3.2.5 Maintain elements of campus IT infrastructure such as rudimentary interconnection of network devices; configure and connect end‐user devices to the network; perform system monitoring routines such as verifying system backups, virus scanning, analysis of disk space utilization, user and computer account management and maintenance. Troubleshoot and resolve problems related to these activities.

3.2.6 Ensure that elements of the campus IT infrastructure and AT work spaces are consistently maintained in an uncluttered state of good order and organization. This includes office and other work spaces utilized by service provider personnel, clusters of end‐user computing and communications devices and related cabling deployed in instructional and administrative spaces, cross‐connection and aggregation points, and other IT related structures commonly found on a campus.

3.2.7 Manage user accounts and access relating to the electronic messaging infrastructure including problem description, troubleshooting, escalation, and resolution.

3.2.8 Provide support for DoDEA standard systems servicing functional areas such as Fiscal, Human Resources, Logistics, and Procurement to ensure systems operate and are maintained in accordance with DoDEA Pacific IT guidelines.

3.2.9 Provide direct end‐user support on the proper use and operation of desktop/laptop systems hardware, peripherals, software, and network resources. Provide government developed briefings to end‐users on Information Assurance and Computer Security annually during regular work hours.

3.2.10 Use the government‐provided helpdesk system (Pacific Service Desk) to open, track, monitor, escalate and resolve all service requests.

3.3 DoDEA Pacific Director’s Office Administrative Technologist (DPDO AT) Support

3.3.1 The contractor shall provide on‐site DPDO AT support Monday through Friday from 7:00 to 16:00 at the DoDEA Pacific Director’s Office located on Torii Station, Okinawa, Japan. The DPDO Administrative Technologist shall respond to, escalate, and resolve all end‐user service requests during normal operating hours. In addition to performing all of the activities specified in sections 3.2.1 thru 3.2.10, the DPDO AT shall assist with setup and configuration of systems used in conjunction with meetings, conferences, and professional development events. The DPDO AT shall also coordinate warranty support as described in section 3.6 of the PWS for all locations listed in Exhibit A.

3.4 Enterprise Deployment Specialist – Windows Systems

3.4.1 The contractor shall provide on‐site operating system image library and application deployment management services, Monday through Friday from 7:30 to 16:30 at the DoDEA Pacific Director’s Office located on Torii Station, Okinawa, Japan.

3.4.2 Individual will perform the following functions in support of a comprehensive operating system image library management program in DoDEA Pacific:

Create and maintain a standardized desktop and server operating system image library for use across the Enterprise using industry standard tools such as the Microsoft Deployment Toolkit.

Perform "ground‐up" rebuilds to embed updated operating system patches and vendor specific drivers across the entire library of production images on a recurring schedule.

Make expert level use of VMware workstation or tools similar in function to maintain a high level of quality, consistency, and efficiency across all image library management activities.

3.4.3 Individual will perform the following functions in support of a comprehensive application package library and deployment program in DoDEA Pacific:

Create and distribute application packages throughout an Altiris Deployment Solution infrastructure spanning all of the locations identified in Exhibit A.

Create and distribute native MSI based application packages throughout a Microsoft System Center Configuration Manager infrastructure spanning all of the locations identified in Exhibit A.

Create and distribute virtualized application packages using the Microsoft Application Virtualization Sequencer and the MS App‐V Streamed application distribution infrastructure spanning all of the locations identified in Exhibit A.

Create and distribute MSI installers using Flexera InstallShield for distribution throughout a Microsoft System Center Configuration Manager infrastructure spanning all of the locations identified in Exhibit A.

quality, consistency, and efficiency across all application package and deployment activities.

3.4.4 Individual will perform the following functions in support of client‐server instructional application library management and deployment:

Collaborate with program proponents to establish expectations and a common understanding of operating parameters.

Interface directly with vendor support when appropriate technical expertise is required.

Possess an understanding of common DBMS, www server services, and other common components of COTS client server applications that will enable the individual to provide higher level support of relevant application deployments.

3.4.5 Individual will perform the following in support of routine patch management, as well as version update and control of the operating system image library, the application package library, and client‐server instructional application library:

Prepare, distribute, and effect deployment of critical, security, and otherwise required patches of all managed libraries using tools such as Windows Server Update Services, MS System Center Configuration Manager, and Altiris Deployment Solution.

Report compliance with proscribed patching of all managed libraries.

quality, consistency, and efficiency across all patch and version management activities.

3.4.6 Provide expert level support for AT and DPDO AT support personnel for all aspects of the image library management and application deployment programs.

Use the government‐provided helpdesk system (Pacific Service Desk) to open, track, monitor, escalate and resolve all related service requests.

Communicate discovered problems and resolutions to the appropriate scope of IT support personnel.

3.4.7 All products produced in support of the tasks above shall be developed and documented in accordance with DoDEA Pacific SOPs, guidelines, and directives.

3.4.8 This position may be required to work outside normally scheduled duty hours in support of the activities above. Work outside of normal duty hours must be authorized by the COR.

3.5 Enterprise Deployment Specialist – Apple/MAC Systems/SQL DBA

3.5.1 The contractor shall provide on‐site Apple/Mac related direct end‐user support for the DoDEA Pacific Directors Office (20%), Apple/Mac related operating system/application deployment/configuration management services (70%), and periodic MS SQL Database Management Support Services (10%), Monday through Friday from 7:30 to 16:30 at the DoDEA Pacific Director’s Office located on Torii Station, Okinawa, Japan.

3.5.2 Individual will provide direct end‐user support for the Director’s Office at Torii Station Okinawa Japan for Apple/Mac related platforms, and higher level support for Apple/Mac related platforms to all lower level support personnel across DoDEA Pacific.

3.5.3 Individual will:

Develop and maintain the Apple/Mac related operating system image library.

Provide remote operating system installation, patch management, and upgrade services for Apple/Mac related operating systems across DoDEA Pacific campuses using centralized management tools such as Casper Suite and Centrify.

Develop and maintain remote “zero‐touch” operating system deployment infrastructure, techniques, and processes.

3.5.4 Individual will:

Develop and maintain the Apple/Mac related application installation package library.

Provide remote application installation, patch management, and upgrade services for Apple/Mac related applications across DoDEA Pacific campuses using centralized management tools such as Casper Suite and Centrify.

Develop and maintain remote “zero‐touch” operating system deployment infrastructure, techniques, and processes.

3.5.5 Individual will develop standardized scripting for Apple/Mac related operating systems to automate processes such as drive mapping at user login and configuration management tasks in general.

3.5.6 Individual will coordinate warranty support as described in section 3.6 of the PWS as it applies to Apple/Mac branded hardware.

3.5.7 Individual will:

Perform routine MS SQL database administration tasks in support of DoDEA Student Information Management Systems (SIS) systems used in DoDEA Pacific.

Create reports for the SIS applications using MS SQL Server Reporting Services and other reporting tools and services.

Occasionally advise and assist SIS support personnel in the creation of a variety of data extracts using government‐furnished COTS software in support SIS.

Occasionally advise and assist other DoDEA Pacific Director’s Office IT personnel with formulation of ad‐hoc SQL queries.

3.5.8 All products produced in support of the tasks above shall be developed and documented in accordance with DoDEA Pacific SOPs, guidelines, and directives.

3.5.9 This position may be required to work outside normally scheduled duty hours in support of the activities above. Work outside of normal duty hours must be authorized by the COR.

3.6 Hardware Support

3.6.1 Equipment Under Warranty.

3.6.1.1 The contractor shall coordinate the repair of DoDEA Pacific hardware covered by the Original Equipment Manufacturer (OEM) or reseller warranties to include, but not limited to, performing initial diagnostics, contacting service providers, arranging for pick‐up and return of equipment, and escorting service providers on military installations if required. The government will provide warranty service agreement information to the Contractor at time of contract award.

3.6.1.2 The contractor will not use contract resources to repair warranty items (e.g. spare hard‐drive) unless specifically directed, in writing, by the COR.

3.6.2 Spare Parts.

3.6.2.1 The government shall provide an inventory of spare parts to be maintained and replenished by the contractor. The government and the contractor will conduct a joint inventory no later than 15 days after contract award. The contractor shall provide tools and instruments necessary to maintain the systems and equipment. If a spare/replacement part is not available in inventory, the contractor shall be responsible for the procurement of spare/replacement. The government shall reimburse the contractor for the spare/replacement parts. For purchase actions that exceed $3,000, the contractor is required to obtain 3 quotes. This documentation shall be submitted to the COR, however, the Contracting Officer must approve the purchase.

3.6.2.2 All computer‐related supplies/spare parts provided by the government or purchased by the contractor in support of this PWS shall conform or be equivalent to the OEM technical specifications.

4.0 TRAVEL

4.1 The contractor may be required to travel in support of tasks provided under this contract. All travel shall be approved in writing, in advance, by the COR. Travel costs will be reimbursed in accordance with FAR 31.205‐46 Travel costs.

4.2 Contractor personnel shall use government accommodations while traveling in support of this contract unless government accommodations are not available. Should government lodging not be available, a “Non‐Availability” statement shall be required from the lodging facility. A copy of all lodging receipts and statements of “Non‐Availability (both commercial and government accommodations) shall be submitted with the contractor’s monthly invoice.

4.3 Contractor personnel performing in support of the requirements defined in this PWS may be required to attend, on a cost reimbursable basis, occasional government sponsored IT training events.

Training events are conducted during duty hours.

4.4 Hours incurred resulting from circumstances beyond the control of the contractor, and in conjunction with pre‐approved travel, e.g. being required to travel outside normal duty hours, do not require explicit COR approval.

5.0 GOVERNMENT FURNISHED FACILITIES/EQUIPMENT

5.1 Facilities

5.1.1 The government will provide facility access and office space for contractor employees with adequate storage space for spare parts in support the tasks identified in the PWS. The facilities will be available at locations in Exhibit B. Contractor personnel assigned to these locations will be co‐located with government personnel and provided adequate office space to accomplish the work covered in the PWS.

5.1.2 The government will permit access to areas and equipment necessary to perform the work tasks stated in the PWS, unless access is denied due to military and/or other government exercises/events.

5.1.3 The government will provide access to communication systems (telephone and email) necessary to provide the services identified in this PWS. The contractor may not acquire and bill to the government any cost associated with voice or data communication services unless explicitly approved in advance by the COR.

5.1.4 The contractor shall return the facilities to the government in the same condition as received, fair wear and tear and approved modifications excepted.

5.2 Equipment/Supplies

5.2.1 The government will provide on‐site service provider personnel with computer resources including end‐user computing devices and printers, along with access to necessary Government communications systems such email, limited to what is necessary to accomplish the work covered in the PWS.

5.2.2 The government will provide the contractor with consumable operational office supplies (e.g., paper, tape, toner, etc.) used in support of this contract only in instances where the contractor occupies government furnished facilities.

5.3 Contractor Responsibility.

5.3.1 The contractor shall be responsible for safeguarding all government property provided for contractor use. At the close of each work period, the contractor shall secure the government facilities, equipment and materials.

5.3.2 The contractor shall submit a request for replacement of government‐furnished equipment to the COR for processing. Such requests shall specify the reason for the replacement request.

6.0 CONTRACTOR PERSONNEL

6.1 General Personnel Requirements. The contractor shall provide personnel with the minimum work experience and certifications specified in Exhibit E. All contractor personnel must meet the certification and work experience requirements prior to beginning work under the contract. All contractor personnel are required to maintain current certifications and adhere to all recertification requirements. All contractor personnel shall be fluent in writing, reading, speaking, and understanding of the English language. All technical personnel required for full‐time, on‐site support shall be available at the start of contract performance. The Government reserves the right to review resumes and determine qualification for all personnel assigned to this contract.

Individual must possess the following qualifications:

U.S. Citizen

Fluent in English

Must successfully pass background investigative requirements as defined in DoDI 8500.2 for IT II, Limited Privileged Access positions. Current background investigation requirement is a NACLC.

Must possess and maintain a U.S. Forces, Personally Owned Vehicle (POV) operator’s permit.

6.1.1 While the contractor is performing services under this contract, the contractor is responsible for complying with all United States and host nation Status of Forces (SOFA), health and safety laws, rules and regulations.

6.1.2 The contractor requesting SOFA status must submit the proper paperwork to the Contracting Officer in accordance with Section H of the contract.

6.2 Program Manager. This individual shall be assigned to the DoDEA Pacific Director’s Office shall act as the central point of contact for the COR in matters concerning contract performance. The project manager shall attend meetings as determined by the COR or Contracting Officer. The project manager shall have full authority to act on behalf of the contractor on all contract matters relating to daily operation of this contract. However, it is anticipated that the duties of the Project Manager will be incidental to the performance of the tasks specified under this PWS and that the level of effort necessary to perform this role will be such that it can be successfully combined with another role assigned to the DoDEA Pacific Director’s Office identified in the PWS.

6.3 On‐Site Personnel. Contractor personnel providing services under paragraph 3.2, 3.3, 3.4, and

3.5 are required to be certified in accordance with DoD Directive/Manual 8570.1, Information Assurance Training, Certification, and Workforce Management.

Contractor personnel providing services under 3.2 and 3.3 shall be certified at a minimum of Information Assurance Technical (IAT) Level I.

Contractor personnel providing services under 3.4, and 3.5 shall be certified at a minimum of Information Assurance Technical (IAT) Level II.

Refer to DoD Manual 8570.01‐M Appendix 3 for acceptable certifications. Personnel who do not have, or fail to maintain, the required certifications are not authorized to perform services under this PWS.

6.4 Identification Badges. The contractor shall provide identification badges to all contractor personnel. Identification badges shall be worn and visible at all times while contractor personnel are on government premises. Badges shall display the contractor employee’s name and company name.

Contractor's personnel shall dress appropriate for the duties being performed in a pre‐Kindergarten through 12 th grade school environment (shorts, T‐shirts, sandals, etc. are examples of dress that is not appropriate).

6.5 Personnel Report. The Contractor shall provide a personnel report to the COR and Contracting Officer initially within 10 days after contract award. The personnel report shall, as a minimum, contain the following information:

Name of employee supporting the PWS requirements and work site covered;

Date employee was hired; place where the employee was recruited from; and termination date;

Signed the DoDEA Form 6600.1‐F1, “DoDEA Computer and Internet Access Agreement for Employees, Contractors, and Volunteers, and signed copy of DoD Antiterrorism Standards

If a change in personnel is necessary, the contractor shall notify the COR and Contracting Officer within two (2) working days of the personnel change.

7.0 SECURITY/SAFETY

7.1 General. The contractor and its employees shall not disclose or cause to be disseminated any information concerning the operation of the US bases and camps which could result in or which could increase the likelihood of the possibility of a breach of base/camp security or interrupt the continuity of their operations. The COR shall be notified of all inquiries in connection to the performance of this contract which may cause or require the dissemination of official information. All contractor employees performing under this contract shall be required to adhere to the provisions outlined under the DoD 5400.11‐Regulation, DoD Privacy Program.

7.1.1 While the contractor is performing services under this contract, the contractor is responsible for complying with all U.S. and host nation health and safety laws, rules and regulations. The contractor’s personnel shall be required to comply with the on‐site Installation Commander’s guidelines and policies. Installation policies may be furnished upon request.

7.2 Installation/Base Passes. The government will issue all required installation/base passes to contractor employees at no cost to the contractor. The contractor shall initiate the request by contacting the COR who will be responsible for endorsing the request for Installation/Base Passes. The contractor shall be responsible for taking the COR endorsement to the applicable U.S. military installation Pass and Identification (ID) Sections. Passes shall only be used in performance of duties under this contract. Passes must be in the employee's possession at all times while on a military installation. The contractor shall return base passes upon termination of employment or completion of this contract, to the appropriate Pass and Identification Office.

7.3 Investigative Levels for Users with Information Assurance (IA) Management Access to DoD Unclassified Information Systems (DoD Instruction 8500.2 , Information Assurance Implementation dated 6 February 2003). All personnel providing services under section 3 of this PWS are categorized as IT‐II, Limited Privileged Access, in accordance with DoDI 8500.2. They are required to meet the investigative requirements for these positions. The investigation currently required is an NACLC – a National and Local Agency Check with a Credit Check. Specific investigative levels can be found in DoD 5200.2‐R. Interim approval and processing requirements will be provided to the contractor upon award.

7.4 Computer Security. The contractor's personnel shall be required to comply with government policy, guidelines, and regulations pertaining to the access and use of government computing resources. All contractor personnel shall be required to sign the DoDEA Form 6600.1‐F1, “DoDEA Computer and Internet Access Agreement for Employees, Contractors, and Volunteers,” prior to using DoDEA’s information technology resources. A copy of the signed agreement shall be maintained by the contractor and a copy shall be provided to the COR. (Re: DoDEA Administrative Instruction 6600.1)

7.5 Key Control. The Contractor shall establish and implement methods of ensuring facility keys issued by the government are not lost or misplaced and are not used by unauthorized persons. No keys issued to the contractor shall be duplicated. The Contractor shall immediately report the occurrences of a lost key to the COR.

7.5.1 In the event keys are lost the contractor may be liable for costs associated with re‐key or replacing the affected lock or locks.

7.5.2 The contractor shall prohibit the use of government issued keys, the opening of locked areas or permitting entrance to areas by individuals other than contractor employees engaged in the performance of this contract.

8.0 DELIVERABLES

8.1 Table of Deliverables. The following table is a summary of the deliverables required under this PWS:

Description Frequency/Due Date Deliver To PWS

Personnel Report Initial : within 10 calendar days of contract award Updates: within 10 calendar days of change

COR and Contracting Officer

SOFA Documentation As required Contracting Officer 6

Quality Control Plan (QCP) Updates

Within 10 days from QCP update COR 9

9.0 QUALITY ASSURANCE

9.1 Performance Standards. The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance standards describe the acceptable level of performance required for each performance objective. These standards are critical to mission success and are identified in Exhibit D.

9.2 Quality Control Plan (QCP). Any updates to the QCP shall be provided to the COR. The government reserves the right to review all inspection reports upon request.

9.3 Government Surveillance. Government surveillance of the contractor’s performance shall include: (1) periodic government inspections at the performance locations; (2) customer feedback questionnaires; (3) review of customer help desk requests and resolutions; and (4) review of all contractor deliverables for compliance to requirements and delivery schedules.

EXHIBIT A

All DoDEA Pacific Facilities

# Zone (1.5hr TRP) GS/SP Base Facility Name

N/A

Guam GS Andersen AFB Andersen Elementary School/Middle School (PSCD‐5/6‐8) Guam GS Big NB Guam CDR William C. McCool Elementary/Middle School (PSCD‐5/6‐8)

Guam GS Navy Medical Guam District Superintendent's Office

Guam GS Navy Medical Guam High School (9‐12)

Japan‐Atsugi GS Zama USAG Zama Middle School/High School (7‐12)

Japan‐Atsugi SP Atsugi NB Shirley Lanham Elementary School (PSCD‐6)

Japan‐Atsugi SP Sagamihara USAG John O. Arnn Elementary School (PSCD‐6)

02 Japan‐Iwakuni SP Iwakuni MCB Matthew C. Perry Elementary School/High School (PSCD‐12)

Japan‐Misawa GS Misawa AFB Robert D Edgren High School

Japan‐Misawa SP Misawa AFB Cummings Elementary School (PSCD‐6)

Japan‐Misawa SP Misawa AFB Sollars Elementary School (PSCD‐6)

04 Japan‐Sasebo GS Hario NB Jack N Darby Elementary School (PSCD‐6)

Japan‐Sasebo SP Sasebo NB Ernest J. King High School/Sasebo Elementary School (PSCD‐12)

Japan‐Yokosuka GS Yokosuka NB Nile C. Kinnick High School (9‐12)

Japan‐Yokosuka SP Ikego NB Ikego Primary School (PSCD‐3)

Japan‐Yokosuka SP Negishi NB Richard E. Byrd Elementary School (K‐5)

Japan‐Yokosuka SP Yokosuka NB Sullivans Elementary School (PSCD‐5)

Japan‐Yokosuka SP Yokosuka NB Yokosuka Middle School (6‐8)

Japan‐Yokota GS Yokota AFB Japan District Superintendent's Office

Japan‐Yokota GS Yokota AFB Joan K. Mendel Elementary School (PSCD‐5)

Japan‐Yokota GS Yokota AFB Yokota High School (9‐12)

Japan‐Yokota SP Yokota AFB Yokota Middle School (6‐8)

Japan‐Yokota SP Yokota AFB Yokota West Elementary School (PSCD‐5)

07 Korea‐Casey SP Casey USAG Casey Elementary School/Middle School (PSCD‐5/6‐8)

08 Korea‐Daegu SP Chinhae NB Joy Elementary/Middle School (K‐5/6‐8)

Korea‐Daegu SP Daegu USAG Daegu American Elementary/High School (PSCD‐12)

Korea‐Humphreys GS Osan AFB Osan American Elementary School (K‐5)

Korea‐Humphreys GS Osan AFB Osan American High School (9‐12)

Korea‐Humphreys GS Osan AFB Osan Middle School (6‐8)

Korea‐Humphreys SP Humphreys USAG Humphreys Elementary/Middle School (PSCD‐6)

Korea‐Seoul GS Yongsan USAG Korea District Superintendent's Office

Korea‐Seoul SP Yongsan USAG Seoul American Elementary School (PSCD‐5)

Korea‐Seoul SP Yongsan USAG Seoul American High School (9‐12)

Korea‐Seoul SP Yongsan USAG Seoul American Middle School (6‐8)

Okinawa GS Butler/Foster MCB Killin Elementary School (K‐5)

Okinawa GS Kadena AFB Kadena Elementary School (PSCD‐5)

Okinawa GS Kadena AFB Kadena High School (9‐12)

Okinawa GS Kadena AFB Okinawa District Superintendent's Office

Okinawa GS McTureous MCB Bechtel Elementary School (PSCD‐5)

Okinawa SP Butler/Foster MCB Kubasaki High School (9‐12)

Okinawa SP Butler/Foster MCB Zukeran Elementary School (PSCD‐5)

Okinawa SP Kadena AFB Amelia Earhart Intermediate School (3‐5)

Okinawa SP Kadena AFB Bob Hope Primary School (PSCD‐2)

Okinawa SP Kadena AFB Kadena Middle School (6‐8)

Okinawa SP Kadena AFB Ryukyu Middle School (6‐8)

Okinawa SP Kadena AFB Stearley Heights Elementary School (PSCD‐5)

Okinawa SP Kinser MCB Kinser Elementary School (PSCD‐5)

Okinawa SP Lester NB Lester Middle School (6‐8)

Okinawa GS/SP Torii USAG DoDEA Pacific Director's Office

EXHIBIT B

Contract Support Locations ‐ Administrative Technologist

# Zone (1.5hr TRP) GS/SP Base Facility Name

Japan‐Atsugi SP Atsugi NB Shirley Lanham Elementary School (PSCD‐6)

Japan‐Atsugi SP Sagamihara USAG John O. Arnn Elementary School (PSCD‐6)

02 Japan‐Iwakuni SP Iwakuni MCB Matthew C. Perry Elementary School/High School (PSCD‐12)

Japan‐Misawa SP Misawa AFB Cummings Elementary School (PSCD‐6)

Japan‐Misawa SP Misawa AFB Sollars Elementary School (PSCD‐6)

04 Japan‐Sasebo SP Sasebo NB Ernest J. King High School/Sasebo Elementary School (PSCD‐12)

Japan‐Yokosuka SP Ikego NB Ikego Primary School (PSCD‐3)

Japan‐Yokosuka SP Negishi NB Richard E. Byrd Elementary School (K‐5)

Japan‐Yokosuka SP Yokosuka NB Sullivans Elementary School (PSCD‐5)

Japan‐Yokosuka SP Yokosuka NB Yokosuka Middle School (6‐8)

Japan‐Yokota SP Yokota AFB Yokota Middle School (6‐8)

Japan‐Yokota SP Yokota AFB Yokota West Elementary School (PSCD‐5)

07 Korea‐Casey SP Casey USAG Casey Elementary School/Middle School (PSCD‐5/6‐8)

Korea‐Daegu SP Chinhae NB Joy Elementary/Middle School (K‐5/6‐8)

Korea‐Daegu SP Daegu USAG Daegu American Elementary/High School (PSCD‐12)

09 Korea‐Humphreys SP Humphreys USAG Humphreys Elementary/Middle School (PSCD‐6)

Korea‐Seoul SP Yongsan USAG Seoul American Elementary School (PSCD‐5)

Korea‐Seoul SP Yongsan USAG Seoul American High School (9‐12)

Korea‐Seoul SP Yongsan USAG Seoul American Middle School (6‐8)

Okinawa SP Butler/Foster MCB Kubasaki High School (9‐12)

Okinawa SP Butler/Foster MCB Zukeran Elementary School (PSCD‐5)

Okinawa SP Kadena AFB Amelia Earhart Intermediate School (3‐5)

Okinawa SP Kadena AFB Bob Hope Primary School (PSCD‐2)

Okinawa SP Kadena AFB Kadena Middle School (6‐8)

Okinawa SP Kadena AFB Ryukyu Middle School (6‐8)

Okinawa SP Kadena AFB Stearley Heights Elementary School (PSCD‐5)

Okinawa SP Kinser MCB Kinser Elementary School (PSCD‐5)

Okinawa SP Lester NB Lester Middle School (6‐8)

EXHIBIT C

Contract Support Location – DoDEA Pacific Director’s Office

Zone Base Facility Name Support Type

Okinawa Torii USAG DoDEA Pacific Director's Office DPDO AT

Okinawa Torii USAG DoDEA Pacific Director's Office Enterprise Deployment Specialist ‐ Windows

Okinawa Torii USAG DoDEA Pacific Director's Office Enterprise Deployment Specialist ‐ Apple/Mac ‐ SQL DBA

EXHIBIT D

PERFORMANCE STANDARDS

*Currently being worked.

EXHIBIT E

Certification Requirements

Certification Requirements Minimum Work Experience

Administrative Technologist CompTIA A+ 1 year providing direct IT systems support similar to PWS 3.2 requirements

DPDO Administrative Technologist

CompTIA A+ 1 year providing direct IT systems support similar to PWS 3.3 requirements

Enterprise Deployment Specialist

– Windows Systems

CompTIA A+ 1 year performing activities similar to PWS 3.4 requirements

Enterprise Deployment Specialist/Support – Apple/MAC Systems (90%)/SQL DBA(10%)

MCTS SQL Server 2005 or similar Apple Certificate OSX Management

1 year performing activities similar to PWS 3.5 requirements 1 year MS SQL database administration similar to PWS 3.5 requirements