Historical Document KIAC Performance Work Statement - P00050.pdf

80KSC017C0011

KENNEDY INFRASTRUCTURE,

APPLICATIONS, AND COMMUNICATIONS

(KIAC) CONTRACT

Attachment J-01

Performance Work Statement (PWS)

KIAC Contract - 80KSC017C0011 Attachment J-01 P00050 Performance Work Statement (PWS)

Page i of iii

Table of Contents

1.0 MANAGEMENT SUPPORT

1.1 Financial Management

1.2 Contract Management

1.3 IT Security Compliance

1.4 Configuration Management (CM)

1.5 Records and Data Management

1.6 Security Management

1.6.1 Physical Security and Audit/Investigation Support

1.6.2 Emergency Management

2.0 TECHNICAL PERFORMANCE MANAGEMENT

2.1 KIAC Operations Service Center (OSC)

2.2 System Outage Management

2.3 Maintenance and Sustaining Engineering

2.4 Training

2.5 Logistics

2.5.1 Property/Inventory Management

2.5.2 Shipping, Receiving, Inspection Services, and Warehousing

2.5.3 Vehicle Management

2.5.4 Export Control

2.6 Facilities Management

3.0 SAFETY, RELIABILITY, MAINTAINABILITY AND QUALITY ASSURANCE

3.1 System Safety

3.2 Reliability and Maintainability (R&M)

3.3 Quality Assurance (QA)

3.4 Software Assurance and Software Safety

3.5 Government-Industry Data Exchange Program (GIDEP)

3.6 Safety and Health

4.0 ENVIRONMENTAL MANAGEMENT

5.0 INFRASTRUCTURE AND APPLICATION SERVICES

5.1 Application Operations and Software Development

5.1.1 Application O&M

5.1.2 Application Development

5.1.3 Forms Development

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5.1.4 Specialized Services

5.1.5 Infrastructure and Application Extended Support for Agency

5.1.6 SpecsIntact (SI) Support

5.1.7 SharePoint as a Service (SPaaS)

5.1.8 Quality Assurance Load Testing – Initial

5.1.9 Quality Assurance Load Testing – Subsequent

5.1.10 Accessibility Scanning and Assessment

5.1.11 Automated Application Scanning Tool

5.2 Data Center Operations

5.2.1 Infrastructure and Platform Management Services

5.2.2 Colocation Services

5.2.3 Infrastructure as a Service (IaaS)

5.2.4 Data Storage and Backup

5.2.5 Private Cloud Services

6.0 COMMUNICATIONS SERVICES

6.1 Voice Communications

6.1.1 Operational Intercommunications Systems (OIS)

6.1.2 Public Address and Area Warning

6.1.3 Two-Way Radio

6.1.4 Astronaut Communications

6.1.5 Sound Reinforcement

6.2 Imaging Services

6.2.1 Operational Television (OTV)

6.2.2 Security Cameras

6.2.3 Cable Television

6.2.4 Engineering Imagery

6.2.5 Ascent Imagery Services

6.2.6 Audio Visual (A/V) Services

6.3 Data Communications

6.3.1 Data Transmissions Services (DTS)

6.3.2 Cable Plant Services

6.3.3 Timing and Countdown Services

7.0 MULTIMEDIA SUPPORT SERVICES

7.1 Press Site News Room Operations

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7.2 Products

8.0 DOCUMENTATION AND REPRODUCTION

8.1 Engineering Documentation Center (EDC)

8.2 Micro-imaging Documentation Services

8.3 Printing Services

8.4 Forms Warehouse

9.0 RESEARCH AND LIBRARY MANAGEMENT

10.0 IDIQ TASK ORDER SERVICES

10.1 For Requirements above the Micro-Purchase Threshold

10.2 For Requirements below the Micro-Purchase Threshold

10.3 Task Order Performance

CONTRACT OVERVIEW

The Kennedy Infrastructure, Applications and Communications (KIAC) contract is the primary provider of infrastructure and application services, communication services, and multimedia support services for the Kennedy Space Center (KSC). This contract delivers products and services to both the National Aeronautics and Space Administration (NASA) as well as the Department of Defense (DoD) and provides benefit other Government agencies, other contractors, academia, world-wide news media organizations, and varied space related industry entities.

KSC encompasses over 140,000 acres of which approximately 15,000 acres are populated. KIAC services are delivered to locations across the entire geographical area. Additionally, services are provided to customers at NASA-occupied facilities at Cape Canaveral Air Force Station (CCAFS), Vandenberg Air Force Base (VAFB), and various facilities near KSC and other locations as specified in the contract.

The products and services provided by KIAC include:

• Application Operations and Software Development

• Data Center Operations

• Voice, Imaging, and Data Communications

• Multimedia Services Support

• Documentation and Reproduction

• Research and Library Management

The KIAC contract includes planning, designing, developing, procuring, implementing, operating, maintaining, sustaining, and providing life cycle management for highly available and secure products and services. The contractor is encouraged to deliver exceptional products and continually deliver services that are innovative and utilize new technologies.

It is the Government’s expectation that all systems, applications and services are operational and functional 24 hours a day, 7 days a week with the exception of scheduled outages.

The requirements of PWS elements 1.0 through 4.0 apply to all products and services delivered in performance of the contract.

1.0 MANAGEMENT SUPPORT

The contractor is responsible for providing management support to all business and management functions necessary to execute and administer the KIAC contract in compliance with applicable Federal and state laws; and Federal and Agency regulations, requirements, standards, policies, and procedures including, but not limited to, the documents specified in Attachment J-04, List of Applicable Documents. The contractor is to provide a management team focused on proactively integrating and optimizing all PWS elements to ensure excellent service performance and smooth delivery of services. The contractor is accountable for the quality and timeliness of the Standard and Ancillary products and services delivered as well as Indefinite Delivery Indefinite Quantity (IDIQ) Task Order efforts under this contract.

The contractor shall:

A. Ensure delivery of all KIAC products and services and that there is ready access to information and support during the Standard Hours of 7:30 a.m. to 4:00 p.m. local time, Monday through Friday. Variations to the Standard Hours above are stated throughout the PWS for specific requirements and/or in specific catalog offerings.

B. Deliver all products and services within 60 calendar days that do not have an explicit required delivery standard defined in a PWS requirement.

C. Accomplish the management and technical control of all resources required to fulfill the requirements of this contract.

D. Manage an integrated, comprehensive workforce to provide customer support with the flexibility to respond to surge and unique requirements.

E. Manage all service levels and metrics in accordance with Appendix B, Service Delivery Standards and Metrics.

F. Provide a monthly report with backup data to the Government on metrics associated with defined service level delivery in accordance with Data Requirements Description (DRD) MA-01, Service Delivery Standards and Metrics Report.

G. Manage counts for all Standard products and services in accordance with Appendix

C, Deliverable Products and Services (DPS).

H. Provide a monthly activity report describing the quantities of Standard products and services delivered in accordance with DRD MA-02, Deliverable Products and Services (DPS) for Standard Services Report.

I. Officially notify Contracting Officer (CO) and Contracting Officer’s Representative

(COR) of issues that adversely affect meeting contract requirements within 10 business days and hold follow-on discussion(s) to address Government concerns as needed.

J. Respond to formal letters issued by CO regarding areas of non-compliance:

i. Identify root cause of the problem within 10 business days.

ii. Deliver corrective action plan with milestones within an additional 10 business days.

iii. Obtain Government concurrence.

iv. Report on status and milestones weekly.

K. Ensure contractor employees utilize NASA-provided equipment when conducting telework involving sensitive information, and protect all Agency information by ensuring appropriate protection is implemented on non-NASA devices.

L. Establish, update, provide, and implement a Risk Management Approach in accordance with NASA Procedural Requirements (NPR) 8000.4, Agency Risk Management Procedural Requirements.

M. Provide a KIAC primary and alternate ACES Organizational Representative (AOR) to coordinate and approve all Government-furnished End User Services requirements by:

i. Coordinating, reviewing, and approving all orders through the Enterprise

Service Desk (ESD).

ii. Attending the monthly AOR meeting and communicating information internally as needed.

N. Hold a quarterly KIAC management review with the Government to highlight areas of concern, to include changes to organizations, subcontractor agreements, performance metrics, identification of new risks, end-of-life status, safety and health data, and trends associated with DPS, trouble calls, and risks.

O. Conduct a monthly status review with the KSC Chief Information Officer (CIO), Deputy CIO, and/or designee regarding contract performance, risks and issues.

1.1 Financial Management

The contractor is responsible for providing overall financial management associated with contract deliverables.

A. Provide a monthly contract invoice billing details report for all products and services, including IDIQ Task Order Services, in accordance with DRD MA-03, Invoice Billing Details Report.

B. Provide a monthly contract invoice for all products and services in accordance with

Clause G.6, Submission of Invoices for Fixed-Price Services.

C. Provide an electronic Contractor-Held Asset Tracking Report in accordance with DRD MA-04, Contractor-Held Asset Tracking Report.

1.2 Contract Management

The contractor is responsible for overall management of the contract requirements and effective, customer-focused contract management that results in consistently high-quality products and services.

A. Implement strategies to establish and sustain amicable relations with labor unions.

B. Maintain management and technical control of all subcontract and vendor activities that are used to fulfill contract requirements.

C. Provide a single Point of Contact (POC) with binding contractual authority to perform all contract administration functions and activities required for this contract.

D. Provide an Advance Notification of Workforce Reduction Report in accordance with DRD MA-05, Advance Notification of Workforce Reduction Report.

E. Provide a Quarterly 3rd Step Labor Grievances and Arbitrations Report in accordance with DRD MA-06, 3rd Step Labor Grievances and Arbitrations Report.

F. Ensure all contractor personnel data is maintained in NASA Identity Management and Account Exchange (IdMAX) and NASA Self Service Management Tool

(SSMT).

1.3 IT Security Compliance

The contractor is responsible for providing technical support for IT security per NPR 2810.1, Security of Information Technology and NPR 1382.1, NASA Privacy Procedural Requirements, and Federal Information Processing Standards (FIPS). IT security planning, implementation, and compliance is integral to all work performed at KSC and, therefore, is the responsibility of the entire contractor workforce.

A. Comply with the information security requirements as defined in NASA Policy Directive (NPD) 2810.1, NASA Information Security Policy, NPR 2810.1, Security of Information Technology and the IT Security Handbooks identified in the Applicable Documents List (ADL) in NASA Federal Acquisition Regulation (FAR) Supplement 1852.204-76, Security Requirements for Unclassified Information Technology Resources.

B. Comply with information protection requirements in accordance with NPD 1382.17, NASA Privacy Policy, and NPR 1382.1, NASA Privacy Procedural Requirements, and the IT Security Handbooks identified in the ADL. Assess all information collections to ensure compliance with federal regulations and privacy protection requirements using the NASA-provided assessment tool, currently the Privacy & Controlled Unclassified Information (CUI) Assessment Tool (PCAT).

C. Ensure the NASA-provided Continuous Diagnostics and Mitigation (CDM) solutions are installed on all supported IT devices and integrated with the Agency reporting mechanisms, including Risk Information Security Compliance System (RISCS) and IT Security Enterprise Data Warehouse (ITSEC-EDW), which feeds the Department of Homeland Security’s (DHS) Federal Dashboard.

i. Ensure all applicable IT systems, applications and services are securely configured based on the security configuration standards defined by Agency Security Configuration Standards (ASCS).

ii. Comply with the RISCS and ITSEC-EDW reporting requirements, including security configuration profiles, patch management, hardware inventory, and software inventory.

iii. Analyze the security posture of all servers, workstations, networked storage, and network infrastructure supported by the contractor in accordance with the Information Technology System Security Plans (ITSSPs), and document the findings from the security posture analyses as specified in the ITSSPs.

D. Comply with the NASA IT Security Assessment and Accreditation (A&A) requirements.

i. Document the ITSSPs and system security postures, including Accepted Risks (AR) and Plan of Action and Milestones (POA&M) in RISCS.

ii. Perform continuous monitoring of security controls within each contractor-managed ITSSP to assess the adequacy and accuracy of each implementation detail.

iii. Submit documentation package in RISCS for Continuous Monitoring and security control reviews 30 calendar days prior to Authorization To Operate (ATO) expiration of each ITSSP.

iv. Ensure the annual Contingency Plan testing for the ITSSPs are executed per NPR 2810.1, Security of Information Technology.

E. Ensure the reported vulnerabilities from the manufacturers of the hardware, software, or firmware of the devices are addressed in accordance with Appendix K, Vulnerability Remediation Timeline, by correcting the findings or presenting an Accepted Risk (AR) or a Plan of Action & Milestone (POA&M) to the Authorizing Official (AO) for approval.

F. Conduct quarterly web vulnerability scans of web services and applications using a Government-approved scanning tool.

i. Provide a complete review of the scanning profile to the NASA KSC IT

Security Office prior to performing each scan.

ii. Provide a 48-hour advance notification and obtain agreement from all affected parties prior to scanning.

iii. Report all findings to RISCS/ITSEC-EDW and review all findings with the

NASA KSC IT Security Office.

iv. Address all findings in accordance with Appendix K, Vulnerability

Remediation Timeline, by correcting the findings or presenting an AR or a POA&M to the AO for approval.

v. Ensure web services, applications and data are restored to pre-scan state.

G. Comply with the access, authentication, and registration requirements as defined in NPR 2841.1, Identity, Credential and Access Management (ICAM).

i. Ensure user accounts, including elevated privileges accounts, for contractor-managed IT systems and applications, are managed in NAMS.

ii. Ensure application authentication and authorization complies with NPR

2841.1 and associated handbooks.

iii. Coordinate with the KSC ICAM team to ensure that a NAMS asset workflow is established for each user-authenticated system and application managed by the contractor.

iv. Ensure applications are registered using the designated NASA Application Tracking/Registration system, currently the Agency Application Rationalization Tool (AART) or its replacement.

H. Ensure successful completion of all mandatory annual IT Security Training for all contractor personnel.

i. NASA Information Security Awareness and Privacy training.

ii. Elevated Privileges (EP) training, as required.

iii. System Administrator training, as required.

I. Provide technical support to NASA KSC IT Security Office for contractor IT security incidents and/or investigations.

i. Notifications:

a. Upon discovery of an incident involving SBU, PII, and/or Export

Control information, within one hour notify the Security Operations Center (SOC) followed by the Chief Information Security Officer

(CISO).

b. Upon receipt of email notification from the Government during Standard Hours, within two hours acknowledge via replied email or telephone call. Acknowledge email notification sent outside of Standard Hours by 8:00 a.m. the next business day.

c. Upon telephone notification from the Government, within one hour acknowledge via telephone call.

ii. Response:

a. Submit initial assessment of event impacts and plan for mitigation within eight hours after acknowledgement.

b. Provide continued support and status until the incident is resolved.

J. Disposition assigned Kennedy Action Tracking System (KATS) actions as instructed and respond with summary in KATS by closure dates.

K. Protect all sensitive information in accordance with NASA Interim Directive (NID) 1600.55, Sensitive But Unclassified (SBU) Controlled Information.

L. Ensure all sensitive data is protected with NASA-approved FIPS 140-2 compliant solutions.

i. Ensure all information technology devices that store NASA data are encrypted using Data at Rest (DAR) per NASA IT Infrastructure Integration Program (I3P) Program Decision Memorandum (PDM) 2013-127-EUS.

ii. Encrypt sensitive information (e.g., SBU, Personally Identifiable Information (PII), Export Control) at the file level.

M. Ensure all data has been properly removed from non-operational (i.e., spare, decommissioned, or excessed) IT systems in accordance with data sanitization procedures in NPR 2810.1.

N. Accept responsibility for the full System Development Life Cycle (SDLC) maintenance and updates, including End of Life and End of Support product replacement strategy, of contractor-managed operating systems, platforms, and applications in accordance with NPR 2810.1 and National Institute of Standards and Technology (NIST) Special Publication (SP) 800-64, Security Considerations in the System Development Life Cycle.

O. Accept responsibility for the full SDLC maintenance and updates of custom, Government Off-The-Shelf (GOTS), Commercial Off-The-Shelf (COTS), and open source software installed on Government-furnished systems and devices such as desktop/laptop compute seats.

P. Manage information security and implement security controls in accordance with

NPR 2810.1, and DRD MA-07, Information Technology (IT) Security Management Plan.

Q. Establish, implement, and maintain IT System Security Documents (ITSSD) in accordance with DRD MA-08, Information Technology (IT) System Security

Documents (ITSSD), for all IT systems developed or operated in performance of this contract.

R. Update and maintain asset Agency Data Center ID and related location information in the NASA-provided CDM solutions (e.g., BigFix) and NASA Manual Inventory for hardware maintained by KIAC located in an agency Data Center.

1.4 Configuration Management (CM)

The contractor is responsible for developing and implementing a CM program for all systems, hardware, software, components, documentation, forms, services and processes utilized in performance of this contract.

A disciplined CM process ensures that the product definition information and changes to that information are identified, approved, verified, and recorded in sufficient detail to produce and support the product throughout its life cycle; and that the product conforms to the specified requirements. The CM processes result in accurate configuration information to facilitate product interchangeability and reproducibility, and thus contributes to continuous safe and effective product development, production, utilization, support and retirement.

For the purpose of CM, the term product is generic. It crosses disciplines and can be thought of as:

• Hardware (e.g., cameras, systems).

• Software (e.g., computer program, dictionary, component that makes up a computer program).

• Documentation (e.g., specifications, drawings, test procedures, publications, version description documents).

• Facility (e.g., laboratory, machine shop).

A. Comply with Kennedy NPR (KNPR) 8040.1, KSC Configuration Management Procedural Requirements and industry CM standard SAE/EIA-649-B.

B. Perform internal verification audits of products under configuration control to support an annual status meeting at the end of the Government Fiscal Year (GFY) with the KSC IT Project Management Office to continually improve the CM program.

C. Develop, maintain, and adhere to a CM Plan in accordance with DRD MA-09, Configuration Management (CM) Plan, for all requirements of the contract.

D. Verify and update all released documentation to match field installations within 20 business days.

1.5 Records and Data Management

The contractor is responsible for ensuring accurate and complete records of Government business are properly maintained.

A. Adhere to NPR 1441.1, NASA Records Management Program Requirements.

B. Develop, implement, and maintain a Records Management Program Plan in accordance with DRD MA-10, Records Management Program Plan, and a file plan in accordance with DRD MA-11, Records Management Program File Plan Report, for records produced as part of this contract.

C. Maintain electronic and vital records and legacy Federal records (data created for

Government use and delivered to, or falling under the legal control of, the Government) inherited from previous contracts.

D. Ensure records of Government business are segregated from company-owned records and from non-record materials.

E. Leave all Government-owned data at the NASA Center or its component facility at the completion or termination of this contract and deliver Government-owned data to the KSC Records Manager.

F. Provide the Government access to Government-owned records in accordance with

FAR Subpart 4.7, Contractor Records Retention.

1.6 Security Management

The contractor is responsible for operating a security program in accordance with NASA and KSC directives.

1.6.1 Physical Security and Audit/Investigation Support

A. Provide protection of personnel, assets, equipment, and SBU data or information in accordance with NPR 1600.1, NASA Security Program Procedural Requirements, NPR 1660.1, NASA Counterintelligence and Counterterrorism, and KNPR 1600.1, KSC Security Procedural Requirements.

B. Provide support and information to internal and external auditing and investigations performed by NASA and other agencies to include General Accounting Office (GAO), Office of the Inspector General (OIG), Defense Contract Audit Agency (DCAA), Defense Contract Management Agency (DCMA), Federal Bureau of

Investigation (FBI), Office of Management and Budget (OMB), review teams, independent boards, and other requests.

C. Fully cooperate in the conduct of inquiries and investigations.

1.6.2 Emergency Management

A. Develop, implement, and maintain a Comprehensive Emergency Management Plan, in accordance with DRD MA-12, Comprehensive Emergency Management Plan

(CEMP).

B. Plan for and participate in drills and implement the CEMP for declared emergencies.

C. Designate an Emergency Coordinator and Alternate Coordinator responsible for supporting emergency preparedness planning and implementation, and interface with the NASA Emergency Management Officer (NEMO).

D. Designate Emergency Support Function (ESF) Coordinator and Alternate ESF

Coordinator to support the Damage Assessment and Recovery Team (DART) in accordance with KDP-KSC-P-3007, Damage Assessment and Recovery.

E. Support hurricane preparation, response, ride out and recovery activities in accordance with KDP-KSC-P-3006, Tropical Storm and Hurricane Preparation.

F. Respond and implement real-time identified requirements at the direction of the CO, COR, or designee under Center-declared or program-declared emergency conditions.

G. Take immediate action to eliminate hazards to personnel, equipment or environment;

prevent loss of or damage to Government property; and restore essential services following a declared emergency condition.

H. Develop, implement and maintain a Continuity of Operations Plan for critical facilities and critical operations in accordance with DRD MA-13, Continuity of Operations Plan (COOP).

I. Develop, maintain, and support a COOP Annual Test Report in accordance with DRD

MA-14, Continuity of Operations Plan (COOP) Annual Test Report.

2.0 TECHNICAL PERFORMANCE MANAGEMENT

The contractor is responsible for providing overall technical performance management of all KIAC products and services. Technical performance management includes operations, maintenance, sustaining, and end-to-end Systems Engineering and Integration (SE&I). These services should enable delivery of high-quality products in an integrated service delivery model.

The contractor is responsible to provide supplies, materials, equipment and property required for performance at their own expense, unless otherwise documented as provided by the Government.

A. Operate, maintain, and sustain all systems, applications and services described in Appendix D, System Descriptions and Appendix E, Applications Listing.

i. Create processes and procedures for all systems, applications and services within 60 calendar days of contract start.

ii. Maintain, update, and publish all processes and procedures within 60 calendar days of any change.

iii. Monitor system performance, identify system problems, analyze, troubleshoot, isolate faults and proactively resolve issues before impact to Service Customers (SC).

iv. Manage and provision NAMS approved accounts.

v. Report system readiness to satisfy mission and institutional requirements at review meetings held by SCs.

B. Perform problem resolution of systemic/recurring issues.

C. Coordinate activities at the system interface boundaries with other contractors and Government organizations.

D. Provide technical system services up to end-equipment interfaces, Customer Owned and Maintained (COAM) interfaces, and other service provider demarcation points.

E. Provide troubleshooting support at the request of the SC or Technical Monitor (TM) to resolve issues at interfaces beyond demarcation points.

F. Provide notification of degraded performance for systems, applications and services to TM and SC.

G. Perform pre-mission system validations for readiness of systems with established validation procedures.

H. Perform systems engineering activities including requirements definition, design, procurement, installation, end-to-end integration, Verification & Validation (V&V), and transition to operations of new and modified systems and services in accordance with NPR 7123.1, NASA Systems Engineering Processes and Requirements and NPR

7120.7, NASA Information Technology and Institutional Infrastructure Program and Project Management Requirements.

I. Perform all grounding and bonding design work in compliance with State of Florida

Standards and ensure designs are certified by a registered Professional Engineer.

J. Utilize TechDoc as the data repository for officially delivered documentation unless specified elsewhere throughout the PWS.

K. Ensure videos, photos, graphics, and artwork are stored in the Image Content

Management (ICM) system and apply metadata in accordance with NASA-STD- 2822, Still and Motion Imagery Metadata Standard.

i. Incorporate additional customer-provided metadata beyond the standard per

SC request.

ii. Develop, implement and maintain workflows for imagery ingestion, processing, distribution and retention.

iii. Adhere to SC specific retention requirements and delete expired content after it has been archived.

iv. Retain the ability to access offline data records stored in legacy formats.

L. Maintain a clean work environment managing or removing all potential sources of

Foreign Object Debris (FOD).

M. Ensure compliance with Section 508 of the Rehabilitation Act (Section 508) for all data and products produced in performance of the contract.

N. Manage the complete inventory located in the Film Storage Building (M6-0639).

O. Develop, implement and maintain spare parts stocking strategy, including critical spares, to ensure service availability in accordance with Appendix B, Service Delivery Standards and Metrics.

P. Purchase supplies, materials and equipment needed to accomplish contract requirements including critical spares, bench stock, and consumables.

Q. Procure all required maintenance agreements, licenses, leases, software and hardware to provide products and services.

R. Provide technical and managerial support and input to institutional and program boards, panels, reviews, pre-test briefings, team, and working groups. Some meetings require the contractor to conduct the meeting, give formal briefings, while others only require attendance and participation as stated throughout the PWS.

S. Support the Government in feasibility analysis and concept development for future planning of systems, applications and services including modifications.

T. Provide support to Government for Facility Design Reviews and construction-related activities.

i. Provide requirements in support of Architectural and Engineering (A&E) designs for new building construction, modifications, and demolition.

ii. Provide engineering review comments for A&E designs for all systems, applications and services.

iii. Support physical walk downs including site surveys, preconstruction inspections, construction inspections and final inspections.

2.1 KIAC Operations Service Center (OSC)

The contractor is responsible for developing and operating a centralized OSC that is the primary customer interface to accept and process all trouble calls and service requests.

Program and institutional customers may obtain services under this contract directly from the contractor via requirements documents, scheduling messages from other NASA Centers, integrated program schedules, other contractor work control systems, and customer work requests submitted by authorized agents.

A. Establish and operate a centralized OSC that is the primary SC interface for all contract activities including trouble calls, service requests and customer inquiries during the hours of 7:30 a.m. to 11:30 p.m. local time, Monday through Friday.

B. Provide a Tier 0 Self Service capability for SCs to open incident tickets and/or service requests for themselves, or on behalf of another user.

C. Operate a single Tier 1 phone number to immediately receive, screen, approve, classify, coordinate and initiate contractor responses to trouble calls/problem resolution.

i. Staff the OSC from 7:30 a.m. to 5:30 p.m. local time and be capable of simultaneously answering and responding to three calls.

ii. Staff the OSC from 5:30 p.m. to 11:30 p.m. local time and answer and respond to a single call at a time.

iii. Provide voicemail recording at all times that provides emergency contact name and number.

iv. Return all voicemail calls received from SCs during staffed OSC hours within two hours of the original call.

v. Return all voicemail calls received from SCs after hours within two hours of the next business day.

D. Monitor Operational Intercommunications Systems (OIS) and respond to “callouts”.

E. Coordinate emergency system restoral outside Standard Hours as needed.

F. Triage SC requests to ensure work is routed to the correct internal entity or appropriate contractor for scope outside of the KIAC contract.

G. For SCs that have submitted service requests for Standard products and services that are not authorized, redirect them to the appropriate Ancillary catalog offering.

H. Create and respond to trouble calls and service requests from SCs, multiple KSC help/work control desks, and scheduling messages from other NASA Centers and other Agency contracts (e.g., ESD, Agency Consolidated End-User Services [ACES], NASA Integrated Communications Services [NICS], Web Enterprise Service Technologies Prime [WESTPrime], Enterprise Applications Services Technologies

[EAST]).

I. Document all work requests with unique work order identifier and priority.

J. Immediately provide the SC the unique work order identifier and include hyperlink to view status of request.

K. Provide operational support utilizing personnel knowledgeable of contract scope and work control procedures and processes.

L. Provide documentation to assist users with routine operations of KIAC systems, applications and services.

M. Develop and publish knowledge articles and frequently asked questions for systems, applications and services.

N. Publish Government-directed knowledge articles within 20 business days of TM request.

O. Provide responses to SCs utilizing available Government-provided knowledge articles.

P. Provide the requestor the work classification and the Service Delivery Standard for performing the work, where applicable.

Q. Utilize the Government-provided Maximo system as the authoritative record of work performed for all contract requirements.

R. Create, configure, and procure Maximo add-on modules or tools as needed to fully satisfy Government contract requirements for service desk, service requests, trouble calls, work control, scheduling, asset management, and other contract requirements as stated below.

i. Create and maintain the Service Catalog including all required fields and approval routings for all services.

ii. Create and receive all trouble calls.

iii. Create and maintain the work flows, work plans, and procedures.

iv. Create and maintain the required categorization of work.

S. Obtain approvals for work that requires Government approval as defined in Appendix

G, In-Family/Out-of-Family Listing.

T. Track work status/steps in Maximo from initiation to completion and maintain records on all work.

U. Capture sufficient and accurate detail on all trouble calls to aid in understanding of steps taken and ensure all corrective actions are documented within Maximo narrative logs.

V. Create and respond to Kennedy Program Requirements Document (KPRD) and

Program Requirements Document (PRD) items using the Automated Support Requirements System (ASRS) in accordance with KSC-PLN-GP60-3, Automated Support Requirements System Handbook.

W. Develop and maintain a single scheduling capability to coordinate the delivery of all products and services.

2.2 System Outage Management

The contractor is responsible for establishing and implementing a documented outage management process that is used to plan, schedule, execute, monitor, and document outage activities.

A. Perform outage coordination for all KIAC systems, applications and services.

B. Directly communicate planned outages to SCs and TMs to understand their area impacts.

i. Outages shall be coordinated and approved prior to implementation.

ii. Reminder notices shall be provided three days prior and one day prior to the outage period.

C. Develop and implement a customer-specific notification process to provide immediate notification to key SC representatives on all unscheduled system outages/availability of services.

D. Participate in the KSC outage processes.

E. Review, assess, and coordinate a response regarding impacts for all Center outages and other contractor outage notification systems.

F. Perform outages and execute maintenance actions during non-mission critical and off-shift timeframes in order to minimize risk to program operations and to limit impact to center-wide processes.

G. Reschedule non-emergency outages as requested by SC or TM.

H. Maintain and publish a daily outage schedule for assigned systems and applications.

I. Publish all scheduled outages in the KSC Daily News at least one business day prior to the outage.

J. Recover from planned and unplanned outages in a manner that limits impacts to center or mission processing operations.

K. Verify restoration of services and communicate status to SC and/or TM.

2.3 Maintenance and Sustaining Engineering

The contractor is responsible for implementing a maintenance and sustaining engineering program for all contractor-managed system hardware, software, systems, components, Government-Furnished Property (GFP), applications and support equipment, at a level that ensures the reliability, serviceability, and longevity of the assigned systems.

Maintenance activities are targeted at correcting problems and defects. At no time should the contractor allow any piece of attaching hardware to deteriorate to the point of failure.

Preventive maintenance includes recurrent, systematic, first-level care of property/equipment that includes inspection and servicing, adjustments, validations, corrosion control and mitigation.

The maintenance of all equipment which is outside or exposed to unconditioned air is to follow the best practices associated with maintaining equipment in a coastal area.

Specific maintenance and sustaining engineering requirements are stated throughout the PWS.

A. Create and implement maintenance and sustaining engineering procedures for all systems, applications and services within 60 calendar days of contract start.

B. Maintain, update, and publish all processes and procedures within 60 calendar days of any change.

C. Record all system maintenance and repair records in Maximo.

D. Perform preventive maintenance (e.g., maintain positive purge, remove rust, replace sticky mats, clean filters) for all systems, applications and services.

E. Perform corrosion control and mitigation (e.g., rust prevention, application of dielectric grease to keysets, lubrication).

F. Remove, repair and/or replace malfunctioning/failed equipment, parts, and components.

G. Utilize only Original Equipment Manufacturer (OEM) or equivalent parts in system maintenance and extend the systems using only subsystems from the same manufacturer and product line, unless granted an exemption from the Government.

H. Coordinate badging for OEM vendors in support of on-site installation, patching, updating, configuring, and troubleshooting of hardware and software.

I. Perform end-point functionality testing to ensure overall system health following system modifications.

2.4 Training

The contractor is responsible for providing a trained workforce that is certified and licensed, as required, to satisfy all contract responsibilities.

A. Provide a trained workforce that is certified and licensed as required to satisfy all contract responsibilities.

B. Track and maintain training records, certifications and licenses for contractor employees.

C. Provide an electronic copy of training records, certifications and licenses to the CO, COR or TM upon request.

D. Utilize Government-furnished training for mandatory classes as defined in Appendix

H, Government-Provided Training Classes.

2.5 Logistics

The contractor is responsible for providing property management, inventory management, receiving and inspection, and vehicle management in support of KIAC services.

2.5.1 Property/Inventory Management

The contractor is responsible for providing property and equipment management functions in accordance with NPR 4200.1, NASA Equipment Management Procedural Requirements; NPR 4100.1, NASA Materials Inventory Management Manual; NPD 4200.1, Equipment Management;

NPD 4100.1, Supply Support and Material Management, and KNPR 4000.1, KSC Supply and Equipment Program Manual.

A. Provide property management for property listed in Attachment J-06, Government- Furnished Property (GFP).

B. Utilize the NASA SAP Property, Plant and Equipment (PP&E) system and

Equipment system to identify, control and account for Government property from receipt to disposal. This includes location management, archival documentation, processing property losses, tagging/de-tagging, and distributing system generated reports.

C. Establish equipment records in the PP&E system.

D. Obtain user’s signature upon their acceptance of controlled property.

E. Update the PP&E system and Equipment system to reflect all movement of equipment.

F. Manage and control PP&E transaction source documents (i.e., Purchase Orders (PO), shipping documents, and transfer documents).

G. Generate KSC Form 43-1149, Kennedy Space Center Requisition and

Invoice/Shipping Document, for all material, tagged and non-tagged property leaving KSC or being transferred. Supply and Equipment Management Officer (SEMO) approval/signatures must be received prior to shipping property/materials offsite.

H. Perform 100% annual physical inventory of assigned Contractor Accountable

Government property and equipment (CAGP) listed in Attachment J-06, Government-

I. Ensure 100% Radio Frequency Identification (RFID) tagging and enrollment of all

Installation Accountable Government Property (IAGP).

J. Assist the assigned property user in the preparation of NASA Form 598, Property Survey Report. Report suspected incidents of vandalism, theft, or purposeful destruction of property immediately to the NASA KSC Protective Services Office.

K. Obtain written approval from the SEMO prior to disassembly of equipment.

Cannibalizations shall be documented using NASA Form 1617, Request for Cannibalization/Modification of Controlled Equipment. With prior written request from the responsible party, cannibalize equipment, when justified, to fulfill equipment requirements.

L. Track all Government-owned or Government-provided supplies and materials in an electronic recordkeeping system.

M. Adhere to Federal Supply Code Handbook cataloging guidelines for equipment.

N. Attend monthly SEMO property management meeting. Attendance should include one management representative and one property office representative.

2.5.2 Shipping, Receiving, Inspection Services, and Warehousing

The contractor is responsible for shipping, storage of hardware, software and equipment to meet the requirements of this contract in accordance with NPR 6000.1, Requirements for Packaging, Handling, and Transportation for Aeronautical and Space Systems, Equipment, and Associated Components; KNPR 6000.1, Transportation Support System Manual; and Kennedy NPD (KNPD) 6000.2, Commercial Transportation Corridors.

A. Comply with NPR 6000.1, Requirements for Packaging, Handling, and Transportation for Aeronautical and Space Systems.

B. Provide shipping and packing.

C. Complete and submit KSC Form 7-248, Request for Shipping Document, to the COR

10 business days prior to requesting use of the Government’s custom crating with shipping service.

D. Provide receiving and inspection functions, including accountability, storage and warehousing support.

E. Store all Government-owned assets in accordance with manufacturer’s instructions.

F. Utilize the permanently affixed Government property tags for all existing assets.

G. Utilize Government-provided NASA Equipment Control Number (ECN) tags and decals for acquired or procured equipment.

H. Identify excess and out-of-service assets, and initiate disposal in accordance with FAR 52.245-1, Government Property, NPR 4300.1, NASA Personal Property Disposal Procedural Requirements, and KNPR 8500.1, KSC Environmental Requirements.

2.5.3 Vehicle Management

The contractor is responsible for performing vehicle management functions in accordance with NPR 6200.1, NASA Transportation and General Traffic Management; NPD 6000.1, Transportation Management; and KNPR 6000.1, Transportation Support System Manual, 41 Code of Federal Regulations (CFR) 102-34 Subparts A, D, F, G, I, J, and Executive Order 13693, Planning for Federal Sustainability in the Next Decade, Section 3(g).

A. Furnish motor vehicles in support of contract requirements with the exception of specialty NASA-owned vehicles as identified in Attachment J-06, Government-

B. Maintain all GFP, NASA-owned, specialty vehicles.

C. Ensure that all drivers have proper state licenses, with the applicable endorsements.

D. Track, record, input, and submit vehicle level data required by the Federal

Automotive Statistical Tool (FAST) for NASA-owned vehicles into NASA’s Agency Fleet Management Information System.

E. Develop, implement and maintain a Motor Vehicle Utilization Plan in accordance with, DRD TM-01, Motor Vehicle Utilization Plan.

2.5.4 Export Control

A. Assign an export control POC to interface with the NASA KSC Center Export Administrator (CEA).

B. Comply with all U.S. export control laws and regulations, including International

Traffic in Arms Regulations (ITAR), 22 CFR Parts 120-130, and Export Administration Regulations (EAR), 15 CFR Parts 730-799.

C. Identify the requirement of a license, or a license exception or exemption, when appropriate. Coordinate with the NASA KSC CEA when necessary, complete all associated documentation, and forward to the NASA KSC CEA in the Center Services Division.

D. Review and make export determinations of contractor-generated hardware, software, and technical information (to include technology and technical data) under the EAR or ITAR.

E. Apply the appropriate export control markings consistent with those used by the

NASA KSC Export Control Office.

F. Assign a representative to participate in the Quarterly Export Control Interchange meeting.

G. Develop, implement and maintain an Export Control Plan in accordance with DRD

TM-02, Export Control Plan.

2.6 Facilities Management

The facilities management function is responsible for streamlining communications when facility concerns arise, and facilitating the necessary actions to minimize risk of facility-related impacts to operations at key processing facilities and operational areas. Facility managers are responsible for ensuring the proper response to any facilities issues as they arise.

A. Develop and implement a Facility Management Program and manage facilities in accordance with KNPR 8830.1, Facility Asset Management Procedural Requirements, Section 3.4.6.

B. Provide facility managers for the designated facility sites:

• C2-1060A KSC North Radio Tower Equipment Building

• C2-1409 Universal Camera Site #29

• G5-1011 Universal Camera Pad #11

• H4-1725 Universal Camera Pad #13

• H5-1630 Comm Cross Connect Terminal #6

• H7-1986 Universal Camera Pad #4

• J6-0393 Universal Camera Pad #16

• J6-0490 500 ft. Weather Tower Equipment Building

• J6-1725 Universal Camera Pad #6

• J6-2428 Comm Cross Connect Terminal #3

• J6-2463 Comm Cross Connect Terminal # 7

• J7-0986 Repeater Building #6

• J7-1736 Repeater Building #5

• J8-1567 Cable Terminal Bldg.

• J8-1821 Beach Tracking Site, North

• J8-2204 Repeater Building #4

• K6-0548 Comm Equipment Building

• K6-0900A Battery Room

• K6-1193 Repeater Building

• K6-1745 Comm Cross Connect Terminal #4

• K7-0089 Repeater Building #3

• K7-0422 Comm Cross Connect Terminal #2

• K7-0709 Repeater Building #1

• K7-1205B Press Site Cable Terminal Bldg.

• K7-1607 Communication Tower

• K7-1607A Cross Connect Terminal #14

• K8-0741 Beach Tracking Site, South

• L7-1509 Comm Cross Connect Terminal #13

• M3-0008 Comm Cross Connect Terminal #12

• M6-0039 Comm Engineering Support Building

• M6-0136 CD&SC Guard House

• M6-0138 Communications Distribution and Switching Center

• M6-0492 Storage Building

• M6-0539 Storage Shed

• M6-0547 Kennedy Data Center (KDC)

• M6-0589 Support Building

• M6-0639 Film Storage Building

• M6-0790 Comm Cross Connect Terminal #5

• M6-0791 Communications Maintenance and Storage

• M6-0791C Cardboard Bailer Building

• M7-0531 Banana River Repeater Station

• M7-0809 Comm Cross Connect Terminal #1

• M7-1469E Comm Cross Connect Terminal #11

• N6-1118 South Repeater Building

• CCAFS Building 1605, and the contractor occupied portion of Hangar G.

C. Serve as the single POC for all facility issues, such as maintenance, repair, engineering evaluations, move/modification activities and outages that take place in their designated sites.

D. Submit work requests for maintenance, repair, or modification of the facility to the appropriate contractor.

E. Respond to facility issues 24 hours a day, seven days a week.

F. Review, assess, and provide input on facility-related requirements documents.

G. Provide facility status information to facility occupants.

H. Coordinate requests for utility outages with facility functional users.

I. Coordinate facility key control.

J. Conduct and document semi-annual facility walk-through inspections.

K. Support Directorate Facilities Utilization Managers (DFUM) with space utilization issues.

L. Assist in surveillance of facility support services.

M. Disseminate the Government-provided fire protection and evacuation plans to facility occupants and visitors.

N. Correct safety discrepancies or hazards identified during annual safety and fire survey/audits that can be rectified without assistance. If the discrepancy(s) cannot be corrected by facility managers, ensure the discrepancies are documented through the facilities maintenance and operations contractor’s Work Control Center (WCC) and follow through to completion. In all cases, facility managers shall follow the discrepancy through to completion and report back to the Fire Inspector within 30 calendar days.

O. Inspect the Automated External Defibrillators (AEDs) located within designated facilities on a monthly basis to ensure the equipment is in a ready state for use.

P. Keep communication rooms free of trash, debris (including wire clippings), storage material, food and drinks.

3.0 SAFETY, RELIABILITY, MAINTAINABILITY AND QUALITY ASSURANCE

The contractor is responsible for establishing and maintaining a program that meets NASA system safety, reliability, maintainability, and quality assurance requirements; meets KSC system safety and quality assurance requirements; and is effective in the identification and mitigation of risks for all assigned systems and equipment.

A. Identify potential constraints and risks related to hazards and critical items in sufficient time to allow corrective action or implementation of acceptable mitigation to meet Institutional or Program support needs.

B. Present identified constraints and risks to the appropriate NASA KSC Directorates and Safety and Mission Assurance (S&MA) organizations prior to presentation to a risk review board and/or engineering review board.

C. Coordinate and communicate risk to affected Government organizations and other

KSC contractors.

D. Provide the Government, or authorized contractor representative, immediate access to the sites or areas where work under this contract is being performed in order to conduct audits, surveillance activities and determine the adequacy of the safety, reliability, maintainability, quality, health, training, and mission assurance programs.

E. Provide the necessary support and records, including internal audit and assessment results and surveillance activities, to the Government for review as requested.

3.1 System Safety

The contractor is responsible for…