HQ IT PWS - Draft.docx

Performance Work Statement CIO and N6 IT Support Contract

Period of Performance:

1.0 Introduction

US Fleet Forces (USFF) Command (USFF) Chief information Officer (CIO) and Communications and Information Systems Division (N6) and its associated network capabilities are currently supporting activities, which significantly contribute to Navy Fleet Readiness and Homeland Security. Some of the functions supported by the network include automated tools that enhance the war-fighter’s ability to execute their mission, support to mission areas such as: Fleet Operations, Fleet Logistics, Maintenance, Supply, Legal, Readiness, Plans and Policy, Program Planning and Management, and Personnel; hurricane preparedness and response; world-wide support of bases, the warfighter, and stations; Readiness reporting for Commanders of the Atlantic and Pacific Fleets; Readiness support for the CNO; and securing the Homeland. USFF also manages the Information Systems required for Joint and Coalition operations within the Commander Task Force 80 (CTF-80) Area of Responsibility (AOR).

This is a service acquisition is to provide support for NMCI Customer Technical Representative (CTR) and Help Desk, Audio and Video Operation and Management, Custom and SharePoint Software Application Development, Knowledge Management, Network Engineering, Maritime Operations Center (MOC), risk Management Framework Assessment and Authorization, Communications Security (COMSEC), and Satellite Communication.

2.0 Place of Performance

Contractor support shall be performed at USFF Norfolk, Virginia at a Government facility/site. Unless otherwise noted in specific task descriptions, the primary location is USFF, Naval Support Activity – Hampton Roads, Norfolk, VA.

2.1 Working Remotely

Work tasks may be performed at remote locations (telework) by contracted personnel subject to approval by the Contracting Officer's Representative (COR). Ability and specific timeframe for contractor personnel to work remotely will be at the COR’s discretion. The Government reserves the right to rescind this ability to work remotely at any time. Authorization by the COR to work remotely shall not result in additional cost to the Government.

3.0 Functional Description

3.1 Staff IT Support

The Contractor shall provide IT administrative and tier 1 customer technical support to users. This includes, desk phone, mobile devices, NMCI equipment/peripherals, and multi-function devices/printers. The Contractor shall also serve as a liaison between the Headquarters staff and the Next Generation Enterprise Network (NGEN) management team performing Command Technical representative (CTR) functions.

3.1.1 Task Description

3.1.1.1 The contractor shall:

1. Provide tier 1 customer service and support on-site at (USFF HQ Norfolk, VA) Monday to Friday (except holidays) from 0600 to 1700.

2. Respond to tickets and/or requests within 2 hours and provide resolution within one business day. Should the ticket/request require more time to resolve, it must be escalated to through the government lead and document in the ticket the reason it cannot be resolved within the allowable time noted above. Daily average of tickets/request and customer interaction range from 20 to 50.

3. Perform monthly inventories with 99% accuracy of NMCI devices (NIPR and SIPR), printers, monitors, mobile devices, and miscellaneous peripherals (i.e. mice, keyboard, desk phones, iPads, iPhones, etc.). Shall notify the government lead to re-order items that are below the allowable on-hand threshold within one day.

4. Process Move-Add-change (MAC), Contract Line-Item Number (CLIN), and task orders using the NMCI management system within one day. Each MAC, CLIN, and task order shall be coordinated and approved by the government lead.

5. Process the issuance of mobile devices (iPhone, iPad, Hot-Spot). The contractor shall coordinate the date/time with the customer when issuing these devices. The contractor shall ensure the necessary steps and configuration are in place to complete the issuance within 5 hours.

6. Process desk phone request (change of number, voicemail reset, replace phone, installation of new line).

7. Process NMCI port activation/de-activation within 1 business day.

8. During tech refresh, prepare the machines for issuance and assist customers in setting up their NMCI machines during the delivery. Tech refresh could last several weeks to months depending on the number of devices being refreshed. Tech refresh occurs on a two-year cycle. The issuance of a device shall not exceed 2 hours.

9. Pick-up equipment at shipping and receiving office as needed. Equipment can range from a small box to several pallets. Store equipment in designated storage areas upon receipt. The equipment is to be stored and organized in a safe and accessible manner.

10. Always maintain cleanliness and orderliness in the office.

11. Maintain communication with customers until ticket/request has been resolved.

12. Provide a professional interaction with customers.

13. Get price quotations from vendors for consumable supplies in coordination with the government lead.

14. Assist customers with account requests for systems and networks at USFFC.

3.2 Audio and Video Support

The contractor shall provide network support, manage video-teleconferencing (VTC) schedule and events, assist facilitators at subordinate commands (such as AIRLANT, SUBLANT, CMSALANT, Cost Guard and CPRG) in the delivering/monitoring VTC events, and provide Flag Officer/ Senior Executive (FO/SES) support for all out-of-area conferences hosted by USFF. There are 118 VTC end points and 40 VTC suites across the Command including the Admiral houses located at Naval Station Norfolk. The AV systems are based on CISCO, Bi-Amp, Crestron, and Shure hardware and CISCO Software (Expressway/Edge, Call Manager, Meeting Server, Meeting Management, Tele-presences Management Suite). Software hosted on a VMWare virtualized environment and Microsoft server. All AV systems NIPR and SIPR network capable.

3.2.1 Task Description

3.2.1.1 The contractor shall:

1. Provide tier 1 and 2 AV/VTC customer service and support on-site at (USFF HQ Norfolk, VA) Monday to Friday (except holidays) from 0600 to 1700. Support after normal hours will be required during real-life events or operational exercises.

2. Always maintain audio and video (AV) equipment operational at 99%.

3. Manage VTC daily scheduling and ensure that conflicts do not occur, and all events are fully supported.

4. Monitor ongoing VTCs and immediately act to address any technical issue before or during the event. VTC event average is 50 per week. Each VTC event can last from 30 minutes to 4 hours.

5. Ensure that AV equipment and related software meets all IT policies, procedures and best practices to include performing Security Technical Implementation guide (STIG) and monthly, or ad-hoc patching.

6. Perform tier 3 engineering support to install, configure and maintain AV equipment and related software. Provide documentation to government lead.

7. Coordinate with government any planned/unplanned authorize service interruption (ASI). Provide a plan and restoral for the ASI at least one week in advance to the government lead for approval. At least one ASI is performed every month.

8. Assist in the processing of authorization, authority to operate (ATO), packages of AV systems. ATO occurs every three years. The risk management framework (RMF) is the process used in obtaining and maintaining ATO.

9. Assist in the defense reutilization marketing office (DRMO) process. This event occurs 4 times a year and consist of lifting AV equipment (maybe greater than 50 lbs.), documentation, and loading pallets into the truck. The number of pallets depends on the volume of equipment being disposed. Normally 4 pallets are processed in each event.

10. Pick-up equipment at shipping and receiving office as needed. Equipment can range from a small box to several pallets. Store equipment in designated storage areas upon receipt. The equipment is to be stored and organized in a safe and accessible manner.

11. Always maintain cleanliness and orderliness in the office.

12. Provide a professional interaction with customers.

13. Support cybersecurity scanning of all networks and systems, including troubleshooting scanning issues and mitigating vulnerabilities as directed.

3.3 Application and SharePoint Developers

The contractor shall provide support in the development and sustainment of custom applications, SharePoint Portals, databases, and related web technologies (on premise and/or cloud). It must be efficient, stable, and functional.

There are 30 applications that must be supported. These were developed using Microsoft .NET with Microsoft SQL database (as storage). These are all accessible via a web front end through internet information service (IIS). Each application supports a particular requirement but all use CAC/PKI user authentication. The servers are all Microsoft Windows Server that are hosted on NIPR and SIPR VMWare (virtualized on-prem) or Cloud environments.

There are more than 20 SharePoint applications that must be supported. These were developed using the SharePoint Online (SPO) platform on Flank Speed with the technologies available in the platform such as Data Verse, Power BI, Flow, Canvas, SPFx, etc.

Application support includes adding new features, removing old business logic or features, migrating from one platform to another (i.e. on-prem to Cloud), changes due to IT policies or RMF

The contractor shall develop new applications when a require using the same technology mentioned above. Any new application will be developed based on requirements. The contractor shall identify the level of effort and provide a timeline to complete the application in full operational capability. Any application development shall be completed within 6 months once the requirements are fully identified with user/requestor agreement. Based on historical data, new application development can occur about 10 times a year.

All applications shall adhere to DEVSECOPS principle and standards.

3.3.1 Task Description

3.3.1.1 The contractor shall:

1. Provide support to all existing applications and to maintain operational functionality of 99%.

2. Build prototype models for new or existing application using, but not limited to, mock-up sites, flowcharts, and data models. These prototypes will allow users to provide feedback on the business-logic and usability of proposed designs.

3. Gather problem statements from customers and translate problem statements into usable features to be implemented into the applications.

4. Complete the changes to any application within the following urgency

· High – 1 business day

· Medium – 3 business days

· Low - 5 business days

5. Document changes and provide to government lead upon completion of changes.

6. Ensure that applications are free of bug/error prior to deployment to production.

7. Ensure no loss of data under any circumstances.

8. Provide user training on application changes at least 1 business day before the application is put into production.

9. Coordinate with government lead at least 2 business days prior to deploying new changes to the applications.

10. Coordinate with government any planned/unplanned authorize service interruption (ASI). Provide a plan and restoral for the ASI at least one week in advance to the government lead for approval. At least one ASI is performed every month.

11. Assist in the processing of authorization, authority to operate (ATO), packages. ATO occurs at least every three years for each application. The risk management framework (RMF) is the process used in obtaining and maintaining ATO.

12. Ensure that application meets all IT and cybersecurity policies, procedures and best practices to include performing Security Technical Implementation guide (STIG) at least monthly, or ad-hoc patching.

13. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

3.4 N02F Application Developer

The contractor shall provide support in the sustainment of the FURS and NARS applications. It must be efficient, stable, and functional. These applications were developed using Microsoft .NET with Microsoft SQL database (as storage). These are all accessible via a web front end through internet information service (IIS). The applications are hosted on a NIPR Cloud environment.

Application support includes adding new features, removing old business logic, features, or changes due to requirements or IT policies or RMF. Applications shall adhere to DEVSECOPS principle and standards.

3.4.1 Task Description

3.4.1.1 The contractor shall:

1. Provide support to the applications and to maintain operational functionality of 99%.

2. Build prototype models for new or existing application using, but not limited to, mock-up sites, flowcharts, and data models. These prototypes will allow users to provide feedback on the business-logic and usability of proposed designs.

3. Gather problem statements from customers and translate problem statements into usable features to be implemented into the application.

4. Complete the changes to the applications within the following urgency

· High – 1 business day

· Medium – 3 business days

· Low - 5 business days

5. Document changes and provide to government lead upon completion of changes.

6. Ensure that applications are free of bug/error prior to deployment to production.

7. Ensure no loss of data under any circumstances.

8. Provide user training on application changes at least 1 business day before the application is put into production.

9. Coordinate with government lead at least 2 days prior to deploying new changes to the applications.

10. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

3.5 N8/9 Application Developer

The contractor shall provide support in the sustainment of the FD Tool/Baseline Configuration Change Plan (BCCP). It must be efficient, stable, and functional. Applications was developed using Microsoft .NET with Microsoft SQL database (as storage). Accessible via a web front end through internet information service (IIS). The application is hosted on SIPR virtualized environment.

Application support includes adding new features, removing old business logic, features, or changes due to requirements or IT cybersecurity policies or the DOD RMF. Applications shall adhere to DEVSECOPS principle and standards.

3.5.1 Task Description

3.5.1.1 The contractor shall:

1. Provide support to the applications and to maintain operational functionality of 99%.

2. Build prototype models for new or existing application using, but not limited to, mock-up sites, flowcharts, and data models. These prototypes will allow users to provide feedback on the business-logic and usability of proposed designs.

3. Gather problem statements from customers and translate problem statements into usable features to be implemented into the application.

4. Complete the changes to the applications within the following urgency

· High – 1 business day

· Medium – 3 business days

· Low - 5 business days

5. Document changes and provide to government lead upon completion of changes.

6. Ensure that applications are free of bug/error prior to deployment to production.

7. Ensure no loss of data under any circumstances.

8. Provide user training on application changes at least 1 business day before the application is put into production.

9. Coordinate with government lead at least 2 business days prior to deploying new changes to the applications.

10. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

3.6 N02R Application Developer

The contractor shall design, develop, manage, and maintain the Root Cause Analysis Tool (RCAT) and Singular Reporting and Critique Program (SRCP) using JavaScript, CSS, HTML, Python, and web related technologies. Application support includes adding new features, removing old business logic, features or changes due to requirements.

All applications shall adhere to DEVSECOPS principle and standards.

3.6.1 Task Description

3.6.1.1 The contractor shall:

1. Provide support to the applications and to maintain operational functionality of 99%.

2. Build prototype models for new or existing application using, but not limited to, mock-up sites, flowcharts, and data models. These prototypes will allow users to provide feedback on the business-logic and usability of proposed designs.

3. Gather problem statements from customers and translate problem statements into usable features to be implemented into the application.

4. Complete the changes to any application within the following urgency

· High – 1 business day

· Medium – 3 business days

· Low - 5 business days

5. Document changes and provide to government lead upon completion of changes.

6. Ensure that applications are free of bug/error prior to deployment to production.

7. Ensure no loss of data under any circumstances.

8. Provide user training on application changes at least 1 business day before the application is put into production.

9. Coordinate with government lead at least 2 business days prior to deploying new changes to the applications.

10. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

11. Assist in the development and maintenance of other custom applications sponsored by N02R Fleet Improvement Office.

12. Work on-site monthly, 15% of the time.

3.7 Database Administrator

The contractor shall manage and sustain all Microsoft SQL Servers and Databases. There are more than 100 databases on NIPR and SIPR that supports custom applications and SharePoint.

3.7.1 Task Description

3.7.1.1 The contractor shall:

1. Sustain and maintain MS SQL Servers, Services, and Databases at 99% uptime.

2. Ensure no loss of data under any circumstances.

3. Manage the backup and restore of databases.

4. Perform daily backup of databases.

5. Perform data recovery in case of failures or required restores.

6. Ensure that databases and server always operate at peak performance (>99%) by performing performance tuning and indexing at regular intervals (at least once a week)

7. Perform and daily monitoring to quickly respond to issues.

8. Document all changes and provide to government lead. Changes are coordinated at least 2 business days with government lead prior to implementation.

9. Coordinate with government any planned/unplanned authorize service interruption (ASI). Provide a plan and restoral for the ASI at least one week in advance to the government lead for approval. At least one ASI is performed every month.

10. Assist in the processing of authorization, authority to operate (ATO), packages. ATO occurs every three years for each application. The risk management framework (RMF) is the process used in obtaining and maintaining ATO.

11. Ensure that application meets all IT cybersecurity policies, procedures and best practices to include performing Security Technical Implementation guide (STIG) and monthly, or ad-hoc patching.

12. Transpose any repeatable manual process into computer code/script to gain efficiency.

13. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

3.8 SharePoint Administrator

The contractor shall manage and sustain the SIPR SharePoint Servers and associated system application services. SharePoint is hosted on a VMWare virtualized SIPR environment supporting more than 40 site collections.

3.8.1 Task Description

3.8.1.1 The contractor shall:

1. Sustain and maintain MS SharePoint Servers and associated application services at 99% uptime.

2. Ensure no loss of data under any circumstances.

3. Perform and daily monitoring to quickly respond to issues.

4. Document all changes and provide to government lead. Changes are coordinated at least 2 business days with government lead prior to implementation.

5. Coordinate with government any planned/unplanned authorize service interruption (ASI). Provide a plan and restoral for the ASI at least one week in advance to the government lead for approval. At least one ASI is performed every month.

6. Assist in the processing of authorization, authority to operate (ATO), packages. ATO occurs at least every three years for each application. The risk management framework (RMF) is the process used in obtaining and maintaining ATO.

7. Ensure that application meets all IT cybersecurity policies, procedures and best practices to include performing Security Technical Implementation guide (STIG) and monthly, or ad-hoc patching.

8. Transpose any repeatable manual process into computer code/script to gain efficiency.

9. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

3.9 SharePoint Training and Support

The contractor shall provide support to users in using Microsoft SharePoint (NIPR and SIPR), design SharePoint Portal sites, assist users in managing/designing their Portal sites, and provide training in the use of SharePoint. Interaction with users/customers shall be conducted in a professional manner.

3.9.1 Task Description

3.9.1.1 The contractor shall:

1. Design and assist USFF users in using SharePoint, designing and maintaining portals sites. Frequency is based on demand and requirements but designing occurs at least once a week and user assistance is daily that ranges from 1 to 20 requests.

2. Provide technical support to 50 site collection administrators (SCA) in managing their site collections (NIPR and SIPR). Assistance to SCAs occurs daily that ranges from1 to 10.

3. Manage the training schedule and coordinate the training location/classroom 1 week prior to training date.

4. Develop training guides in using SharePoint. Guide must be updated at least every quarter to ensure that information is relevant and pertinent.

5. Deliver training to users in using SharePoint in person or virtual either schedule or ad-hoc. Scheduled training shall be conducted at least once a month in person.

6. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

3.10 Knowledge Management Support

The contractor shall support N02 in the management of the USFF KM Strategy Team consisting of core and situational members from the staff by implementing processes and practices to construct an executable KM strategy. The management approach shall include task orientation, stakeholder mapping, communication, relationship management, and the monitoring of stakeholder information, commitment and feedback.

3.10.1 Task Description

3.10.1.1 The contractor shall:

1. Provide a diagnostic of USFF’s current KM operating model and make recommendations based on any identified gaps found in the assessment. The contractor shall also assess the organizational structure and the way in which responsibility, reporting and accountabilities are defined, as well as the physical assets (e.g., buildings) and equipment (inclusive of IT) that USFF uses.

2. Assess USFF’s KM capabilities and requirements and perform a gap analysis to determine what modifications are needed to USFF’s people, culture, technology, and organizational. The analysis includes reviewing functional or individual skills, capabilities, experience, and competencies. In addition, a study shall be performed on the clusters of activities and enabling technology at USFF to ensure capability with the current USFF IT environment.

3. Assist USFF manage and improve its employee engagement practices to communicate the KM Strategy. The contractor shall provide a quantitative and robust approach to link employee attitude measures with behavior and USFF KM measures. This approach will allow USFF to identify the drivers and sub-drivers that will have the most impact on improving overall employee engagement.

4. Assess USFF’s current senior and mid-level leaders understanding of KM make and recommendations to strengthen and reinforce effective commitment and buy-in by considering factors such as leadership, decision-making processes, governance, leadership styles, organization culture, and performance management to improve the leadership skills of executives and their impact.

5. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

3.11 Networking Support

The contractor shall provide support and management of USFF HQ NIPR and SIPR networks hosted on-premises. These networks support the MOC, VTC, and SharePoint systems and applications. Shall provide life cycle management (LCM) support that include system changes/upgrades, network engineering, system maintenance, system security, Information System security engineering and system authorization.

There are three major networks to be supported namely: U-C2LAN, C-C2LAN, and VTC. Each network supports several systems that are both physical and virtual with their associated software and tools.

3.11.1 Task Description

3.11.1.1 The contractor shall:

1. Provide 24x7 on call technical support.

2. Manage the configuration and sustainment of routers, switches, and firewalls with 99% uptime.

3. Ensure that all system configuration of systems (i.e. drawing schematics, codes) are updated as changes occurs and stored in a safe location that is accessible by authorized personnel.

4. Ensure that changes on any configuration (hardware or software) are approved by the government lead prior to implementation with the appropriate restoral plan in case of failure(s).

5. Ensure that no data is lost under any circumstance.

6. Perform daily monitoring to quickly respond to issues. Notify the government lead or point of contact upon discovery of any issue/discrepancy via phone, email, or text.

7. Perform immediate troubleshooting when issues arise. Submit incident report to government lead when the issue cannot be resolved within 2 hours. Submit an after-action report to the government lead once the issue is resolved or mitigated.

8. Implement system upgrades in support of LCM in coordination with government lead.

9. Coordinate with government any planned/unplanned authorize service interruption (ASI). Provide a plan and restoral for the ASI at least one week in advance to the government lead for approval. At least one ASI is performed every month.

10. Assist in the processing of authorization, authority to operate (ATO), packages. ATO occurs every three years for each application. The risk management framework (RMF) is the process used in obtaining and maintaining ATO.

11. Ensure that systems meet all IT policies, procedures and best practices to include performing Security Technical Implementation guide (STIG) and monthly, or ad-hoc patching.

12. Transpose any repeatable manual process into computer code/script to gain efficiency.

13. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

14. Support cybersecurity scanning of all networks and systems, including troubleshooting scanning issues and mitigating vulnerabilities as directed.

15. Support Comply to Connect (C2) standards as directed by Joint HQ DOD Information Network (JFHQ-DODIN).

16. Coordinate with the HQ Information System Security Manager for management and oversight of network and system privileged users (PU).

3.12 System Administration Support

The contractor shall provide support and management of USFF HQ NIPR and SIPR Microsoft servers, Windows network and associated services hosted on-premises. These supports the MOC, VTC, and SharePoint systems and applications. Shall provide life cycle management (LCM) support that include system changes/upgrades, system maintenance, system security, and authorization.

3.12.1 Task Description

3.12.1.1 The contractor shall:

1. Provide 24x7 on call technical support.

2. Manage the configuration and sustainment of Windows servers and networking with 99% uptime.

3. Ensure that all system configuration of systems (i.e. drawing schematics, codes) are updated as changes occurs and stored in a safe location that is accessible by authorized personnel.

4. Ensure that changes on any configuration (hardware or software) are approved by the government lead prior to implementation with the appropriate restoral plan in case of failure(s).

5. Ensure that no data is lost under any circumstance.

6. Perform daily monitoring to quickly respond to issues. Notify the government lead or point of contact upon discovery of any issue/discrepancy via phone, email, or text.

7. Perform immediate troubleshooting when issues arise. Submit incident report to government lead when the issue cannot be resolved within 2 hours. Submit an after-action report to the government lead once the issue is resolved or mitigated.

8. Implement system upgrades in support of LCM in coordination with government lead.

9. Coordinate with government any planned/unplanned authorize service interruption (ASI). Provide a plan and restoral for the ASI at least one week in advance to the government lead for approval. At least one ASI is performed every month.

10. Assist in the processing of authorization, authority to operate (ATO), packages. ATO occurs every three years for each application. The risk management framework (RMF) is the process used in obtaining and maintaining ATO.

11. Ensure that systems meet all IT policies, procedures and best practices to include performing Security Technical Implementation guide (STIG) and monthly, or ad-hoc patching.

12. Transpose any repeatable manual process into computer code/script to gain efficiency.

13. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

14. Support cybersecurity scanning of all networks and systems, including troubleshooting scanning issues and mitigating vulnerabilities as directed.

15. Support Comply to Connect (C2) standards as directed by Joint HQ DOD Information Network (JFHQ-DODIN).

16. Coordinate with the HQ Information System Security Manager for management and oversight of network and system privileged users (PU).

3.13 Converged Infrastructure Support

The contractor shall provide support and management of USFF HQ NIPR and SIPR virtualized environments hosted on-premises. These supports the MOC, VTC, and SharePoint systems and applications. Shall provide life cycle management (LCM) support that include system changes/upgrades, system maintenance, system security, and authorization.

3.13.1 Task Description

3.13.1.1 The contractor shall:

1. Provide 24x7 on call technical support.

2. Manage the configuration and sustainment of all virtualization systems with 99% uptime.

3. Ensure that all system configuration of systems (i.e. drawing schematics, codes) are updated as changes occurs and stored in a safe location that is accessible by authorized personnel.

4. Ensure that changes on any configuration (hardware or software) are approved by the government lead prior to implementation with the appropriate restoral plan in case of failure(s).

5. Ensure that no data is lost under any circumstance.

6. Perform daily monitoring to quickly respond to issues. Notify the government lead or point of contact upon discovery of any issue/discrepancy via phone, email, or text.

7. Perform immediate troubleshooting when issues arise. Submit incident report to government lead when the issue cannot be resolved within 2 hours. Submit an after-action report to the government lead once the issue is resolved or mitigated.

8. Implement system upgrades in support of LCM in coordination with government lead.

9. Coordinate with government any planned/unplanned authorize service interruption (ASI). Provide a plan and restoral for the ASI at least one week in advance to the government lead for approval. At least one ASI is performed every month.

10. Assist in the processing of authorization, authority to operate (ATO), packages. ATO occurs every three years for each application. The risk management framework (RMF) is the process used in obtaining and maintaining ATO.

11. Ensure that systems meet all IT policies, procedures and best practices to include performing Security Technical Implementation guide (STIG) and monthly, or ad-hoc patching.

12. Transpose any repeatable manual process into computer code/script to gain efficiency.

13. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

14. Support cybersecurity scanning of all networks and systems, including troubleshooting scanning issues and mitigating vulnerabilities as directed.

15. Support Comply to Connect (C2) standards as directed by Joint HQ DOD Information Network (JFHQ-DODIN).

3.13 Information System Security Support

The contractor shall provide Information System Security (ISS) support, management, and monitoring of USFF HQ NIPR and SIPR networks, systems, and applications.

3.13.1 Task Description

3.13.1.1 The contractor shall:

1. Manage the configuration and 100% monitoring of all networks, systems and applications. Configure and use the existing System Information and Event Management (SIEM) tool (Solar Winds) to support ISSM monitoring.

2. Ensure that all ISS/cybersecurity configurations (i.e. drawing schematics, codes) and associated Risk Management Framework documentation are updated as changes occurs and stored in a safe location that is accessible by authorized personnel.

3. Ensure that changes on any network configuration are approved by the government lead prior to implementation with the appropriate restoral plan in case of failure(s).

4. Ensure that no data is lost under any circumstance.

5. Perform daily monitoring to quickly respond to issues. Notify the government lead or point of contact upon discovery of any issue/discrepancy via phone, email, or text.

6. Perform immediate troubleshooting when issues arise. Submit incident report to government lead when the issue cannot be resolved within 2 hours. Submit an after-action report to the government lead once the issue is resolved or mitigated.

7. Coordinate with government any planned/unplanned authorize service interruption (ASI). Provide a plan and restoral for the ASI at least one week in advance to the government lead for approval. At least one ASI is performed every month.

8. Assist in the processing of authorization, authority to operate (ATO), packages. ATO occurs every three years for each application. The risk management framework (RMF) is the process used in obtaining and maintaining ATO.

9. Ensure that systems meet all IT policies, procedures and best practices to include performing Security Technical Implementation guide (STIG) and monthly, or ad-hoc patching.

10. Transpose any repeatable manual process into computer code/script to gain efficiency.

11. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

12. Support cybersecurity scanning of all networks and systems, including troubleshooting scanning issues and mitigating vulnerabilities as directed.

13. Support Comply to Connect (C2) standards as directed by Joint HQ DOD Information Network (JFHQ-DODIN).

14. Coordinate with the HQ Information System Security Manager for management and oversight of network and system privileged users (PU).

3.13 Cabling Support

The contractor shall provide support in the cabling of routers, switches, computers, and end points. The number of these devices are more than 100. The amount of cabling required for a device varies from 1 to 48.

3.13.1 Task Description

3.13.1.1 The contractor shall:

1. Install applicable cable(s) on IT devices with 99% conductivity (no significant loss or drops of packet).

2. Terminate and dress cables in a professional manner that always meets best practices.

3. Collaborate with government lead in the planning and installation of cables.

4. Comply will all safety regulations.

3.14 Communication Security (COMSEC) Support

The contractor shall provide support in the execution of the COMSEC program within USFF Area of Responsibility (AOR) that are both Ashore and Afloat Commands. Assist the Fleet/HQ COMSEC Manager lead in the day-to-day tasks particular to the COMSEC program as noted in the task description below. Each task occurrence must be met with 99% accuracy.

3.14.1 Task Description

3.14.1.1 The contractor shall:

1. Assist in the validation and distribution of all COMSEC keying material for which USFLTFORCOM is Controlling Authority.

2. Process incoming requests and coordinate with key COMSEC agencies (such as NCMS, NSA, CMIO) to effect routine or emergent COMSEC account modifications, and/or unit deployment allowances within 1 calendar day of request.

3. Review, evaluate and respond to reports of COMSEC Incidents; determine impact and Controlling Authority mitigation actions as warranted, present actions to government lead within 1 day of discovery.

4. Update and maintain instructions/documentation for basic shipboard COMSEC allowances.

5. Assist in COMSEC account and/or space inspections/certifications for USFF-subordinate commands as required.

6. Assist in maintaining the equipment and material allowances for USFF Flag-level and Headquarters cryptographic support requirements.

7. Assist in conducting COMSEC equipment software, firmware and/or hardware updates/upgrades as required to meet established cryptographic modernization initiatives, standards and mandates.

8. Maintain USFF Local Element COMSEC records and files daily.

9. Load, track and manage COMSEC keying material for all operational COMSEC systems installed throughout USFF AOR.

10. Conduct semi-annual and periodic inventories of COMSEC-accountable items throughout USFF AOR.

11. Manage and maintain all Secure Terminal Equipment (STE) and associated cryptographic cards in use throughout USFF AOR.

12. Provide troubleshooting, training and/or technical assistance to users on as needed basis.

13. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

3.15 Satellite Communication Support

The contractor shall provide support in the planning of satellite communications within USFF Fleet AOR. The frequency of the tasks noted below are based on ships movements such as planned training exercises, planned deployments, and real-life events. Each task occurrence must be met with 99% accuracy.

3.15.1 Task Description

3.15.1.1 The contractor shall:

1. Draft, review, and submit Satellite and Gateway Access Requests on behalf of CTF-80 requirements and to support Fleet operations.

2. Review and update CTF-80 communication plans in support of standing or emergent communications requirements. Plans must be updated at least once a month.

3. Provide SATCOM operational planning support and input to cross organization working groups, functional teams, and/or with external organizations to develop and increase DoD and commercial SATCOM systems and capabilities. Occurs at least one a week.

4. Identify, track, and analyze service advisories, outages, casualty reports, and other related correspondence for SATCOM equipped units and provide communications impact statements as required (at least 1 occurrence daily).

5. Participate in the planning and oversight of planned satellite and ground terminal outages with impact to Fleet Operations. Occurs at least once a month.

6. Develop mitigation plans that supports assured C2 operations. Occurs at least once a week.

7. Coordinate with the Navy’s SDB Manager for current SATCOM requirements that support day-to-day SATCOM planning.

3.16 Assessment and Authorization (A&A) Support

The contractor shall provide support in the Assessment and Authorization (A&A) of IT systems (network, application, or system) within the RMF process. The number of systems varies based on new, current, or expiring requirements but there are at least 10 systems being tracked as of DEC 2024 with authority to operate (ATO). Each task occurrence must be met with 99% accuracy.

3.16.1 Task Description

3.16.1.1 The contractor shall:

1. Comply with the RMF process in obtaining and maintaining authorization of IT systems (new and current).

2. Conduct Cybersecurity compliance, documentation, validation, and assessments of applications, systems and networks.

3. Implement Cybersecurity compliance to IT systems (i.e. STIGs IDS, and Firewall).

4. Ensure that packages for submission are compliant and meet requirements per the RMF process and DOD/Navy Cybersecurity policies.

5. Ensure that packages are error free prior to submission. Resubmission due to feedback from accrediting or higher authority shall be completed within 3 business days.

6. Develop POAM for each IT system. POAM shall be approved by the government lead prior to implementation.

7. Meet POAM for each IT system with no deviation.

8. Develop and maintain Standard Operating Procedures (SOPs). SOPs must be updated at least once a month.

9. Compile and analyze data and develop a monthly dashboard for USFF leadership review for A&A and Cybersecurity readiness and compliance.

10. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

3.17 Tactical Systems Support

The contractor shall provide support in the operation and maintenance of MOC tactical systems used for coalition/joint and CTF-80 operations. These systems include, Maritime Global Common Operational Picture (MGCOP), Global Command and Control Systems Maritime and Joint (GCCS-M/J), Maritime Security Safety Information System (MSSIS), Maritime Command Control Information System (MCCIS), Automatic Identification System/ Maritime Air Surface Surveillance (AIS/MASS), Missile Defense Planning System (MIPS), Falcon View, Stone Ghost, Distributed Common Ground System-Navy (DCGS-N), Radiant Mercury, Joint Automated Deep Operations Coordination System (J/ADOCS), Tomahawk Command Control System (TC2S), Tomahawk Strike Network (TSN) and Strike Over Secret-Tunnel (SOS-T).

3.17.1 Task Description

3.17.1.1 The contractor shall:

1. Sustain the MOC tactical systems noted above and supporting systems and applications (VMWare, Operating Systems Windows/Linux, Exchange, DNS, AD, Chat, etc.) at 99% uptime.

2. Provide operational/customer support to users in the use of tactical systems and applications as needed.

3. Provide 24x7 technical support.

4. Ensure 99% compliance of cybersecurity requirements and computer network defense for all systems noted above (i.e. STIG, firewall).

5. Develop and maintain Standard Operating Procedures (SOPs). SOPs must be updated at least once a month with 99% accuracy

6. Participate in weekly or ad-hoc meetings. Meetings could last from 30 minutes to 1 hour.

7. Coordinate with government lead any authorized service interruption (ASI) at least 5 business days before the event. ASI occurs at least once a month for 1 or more systems/applications.

3.18 CMSALANT IT Support

The Contractor shall provide IT administrative and tier 1 customer technical support to CMSALANT users. This includes, desk phone, mobile devices, NMCI equipment/peripherals, and multi-function devices/printers.

3.18.1 Task Description

3.18.1.1 The contractor shall:

1. Provide tier 1 customer service and support on-site at (CMSALANT Norfolk, VA) Monday to Friday (except holidays) from 0600 to 1700.

2. Respond to tickets and/or requests within 2 hours and provide resolution within one business day. Should the ticket/request require more time to resolve, it must be escalated to through the government lead and document in the ticket the reason it cannot be resolved within the allowable time noted above. Daily average of tickets/request and customer interaction range from 10 to 20.

3. Process Move-Add-change (MAC), Contract Line-Item Number (CLIN), and task orders using the NMCI management system within one day. Each MAC, CLIN, and task order shall be coordinated and approved by the government lead.

4. Process NMCI port activation/de-activation within 1 business day.

5. During tech refresh, prepare the machines for issuance and assist customers in setting up their NMCI machines during the delivery. Tech refresh could last several weeks to months depending on the number of devices being refreshed. Tech refresh occurs on a two-year cycle. The issuance of a device shall not exceed 2 hours.

6. Maintain communication with customers until ticket/request has been resolved.

7. Provide a professional interaction with customers.

3.19 COMSUBLANT (CSL) Audio and Video Support

The contractor shall provide network support and manage/facilitate video-teleconferencing (VTC) schedule and events at CSL.

3.19.1 Task Description

3.19.1.1 The contractor shall:

1. Provide tier 1 and 2 AV/VTC customer service and support on-site at (CSL Norfolk, VA) Monday to Friday (except holidays) from 0600 to 1700. Support after normal hours will be required during real-life events or operational exercises.

2. Always maintain audio and video (AV) equipment operational at 99%.

3. Manage VTC daily scheduling and ensure that conflicts do not occur, and all events are fully supported.

4. Monitor ongoing VTCs and immediately act to address any technical issue before or during the event. Each VTC event can last from 30 minutes to 4 hours.

5. Ensure that AV equipment and related software meets all IT policies, procedures and best practices to include performing Security Technical Implementation guide (STIG) and monthly, or ad-hoc patching.

6. Perform tier 3 engineering support to install, configure and maintain AV equipment and related software. Provide documentation to government lead.

7. Coordinate with government any planned/unplanned authorize service interruption (ASI). Provide a plan and restoral for the ASI at least one week in advance to the government lead for approval. At least one ASI is performed every month.

8. Provide a professional interaction with customers.

4.0 Contract Data Requirement List (CDRL)

5.0 Personnel Qualifications

The contractor shall provide personnel that meets or exceed the minimum education, experience and qualification requirements detailed below. All labor categories require a current security clearance as noted in the table below. In lieu of bachelor’s degree, additional 2 years of experience is required with an associate’s degree.

For all specified experience and certification requirements, the Government will independently evaluate offerors' assertions of relevance based upon evidence provided in resumes and certification credentials.

Experience managing cybersecurity implementation on IT systems.

Secret

Minimum of 4 years of experience in SharePoint technologies such as Flow, Canvas SPFx, JavaScript, Power BI, Data Verse.

Secret

Minimum of 2 years of experience in SharePoint technologies such as Flow, Canvas SPFx, JavaScript, Power BI, Data Verse.

Secret

Secret

Secret

In-depth experience in scripting, virtualization, IIS, and SQL server.

Experience implementing cybersecurity requirements on SharePoint systems and databases.

Secret

In depth knowledge and experience in business planning and strategy, interpersonal communication, team building, and process improvement.

Experience in using IT tools such as SharePoint and Office 365.

Secret