Comprehensive_IT_Support_Draft_PWS_.pdf

PERFORMANCE WORK STATEMENT (PWS)

OFFICE OF THE SECRETARY OF DEFENSE COMMUNICATIONS (SDC)

Comprehensive Information Technology Contract (Data, Network, and End User Computing)

1. Background The Immediate Office of the Secretary of Defense is the principal staff element to the

Secretary of Defense in the exercise of policy development, planning, resource management, and fiscal and program evaluation responsibilities. This organization includes the Offices of the Secretary and

Deputy Secretary of Defense, the Executive Secretariat and such other staff offices, which the Secretary designates to assist in carrying out assigned responsibilities. The Director, Secretary of Defense

Communication (SDC) is responsible for ensuring the Secretary of Defense can perform his mission essential functions regardless of location and threat scenario. Through this official and his staff, support activities will be assigned and controlled.

2. Objective The overall objective is to obtain comprehensive Information Technology (IT) services to enable the Secretary of Defense to perform mission essential functions any place, all the time (24 hours a day, 7 days a week).

4. Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI)

4.1. GFE equipment will be provided for the contractor’s staff at the Pentagon and at Site R; this space will include a standard workspace, which includes computer desktop/laptop, network and printer access, office supplies, phone, facsimile/copier access.

4.2. All work performed for this contract will be completed on SDC provided IT equipment; no activities will be performed or information stored on equipment other than that provided by SDC. The only exception is that administrative work such as the preparation of contract reports may be developed on the contractor’s network and sent to SDC representatives via e-mail.

4.3. The Government will identify those contractor personnel that will be expected to have portable GFE

(e.g., blackberry, laptop, cell phone). Due to network security reasons only government provided devices are authorized to connect to the government network. Therefore the government will assign select support staff with a government wireless device and laptops for remote access.

4.4 The contractor shall ensure that its employees maintain 100% accountability for all assigned equipment. The contractor shall maintain inventory listing of equipment assigned to its employees and will ensure all devices, mobile or static, are returned when the employee departs the contract, the contract ends, or the government requests the return of the equipment.

4.4. Building/Office/Network Access: At the discretion and approval of the Government-designated POC, building and office access (e.g., keys, key cards, combinations) will be provided to applicable Contractor personnel. All Contractor personnel shall be issued a valid Common Access Card (CAC) for network access and CACs will be requested through the Contractor Verification System (CVS).

5. Prohibition of Telework IAW 48 C.F.R. 7.108(a)

5.1 This contract envisions the 24x7, 365 days a year operation and maintenance of three IT networks, two of which are classified, with no break in service allowed. It also requires in-person help desk support to customers at the highest levels of the Department of Defense. Both requirements dictate that contractor personnel be able to access highly classified systems at a moment’s notice and that the personnel be authorized System Administrator privileges, a level of access which increases the security risks to the network and individual workstations. From both a security position and a customer service perspective, this work must be provided by individuals physically present at the work site. Therefore this contract is structured to ensure that adequate personnel are on site to provide the necessary support and contractor personnel will not be allowed to telework.

5.2 The contract PM may submit a request for an exception to this policy for an individual case. The request should be submitted to the COR who will coordinate with the supported branch and with the

Contracting Officer prior to issuing an exception. Requests for exception to this policy must address the following:

(a) Can the full mission (including tasks involving classified systems) be accomplished via telework?

(b) Do circumstances prohibit the contractor from accomplishing the mission at the assigned work site?

(c) What plan does the contractor have for eliminating the need for telework?

6. Summary of Scope of Work

The contractor shall provide comprehensive Information Technology (IT) and Communications support to SDC on a 24/7 basis (including federal holidays). The work is to provide support to the Immediate

Office of the Secretary of Defense for a workstation-based computer network and communications capabilities which are fully compliant with DoD standards-based architecture, attain and maintain DoD

Information Assurance Certification and Accreditation (DIACAP) certification, and comply with the

Washington Headquarters Services (AI-26) guidelines. The work shall be performed by contractor personnel who are highly skilled, have appropriate TS/SCI security clearances, have the ability to conduct themselves in a manner that would enhance the productivity and efficiency of the Immediate

Office of the Secretary of Defense, that can work under high pressure where constantly changing demands and deadlines are the norm, and are aware of the sensitivity associated with the information and areas in which they are performing the tasks.

The work is broken into two general areas:

(1) Network and Data Center

(2) End User Computing

7. Surge Support

As directed by the Contracting Officer or the Contracting Officer Representative (COR), the contractor shall provide surge support for unexpected items (ODCs), events/incidents or unforeseen work within the overall scope of this task order (including applicable travel), but not already included in the estimated cost or price of any contract line item (CLIN) including exercised options. For support of unexpected events/incidents, the contractor shall be capable of providing at least remote support within one (1) hour of receiving notification by the COR; however, depending on the nature of the activity/event, on-site support may be required. The contractor shall track surge support usage and report usage to the COR on a monthly basis.

8. Deliverable Monthly Contract Status Report should include:

o Individual contractor hours performed during the previous month o Detailed breakout of the amounts charged in the monthly invoice o Details of any travel or Other Direct Costs incurred by the contractor o Estimated hours and funding remaining o Any issues impacting the contractor performance under the contract o A list of all contractor personnel assigned to this contract and their security clearance status o Any changes to personnel or their status since the last report o Status of required training for contractor personnel

Performance Work Statement for Network and Data Center

1. Scope of Work.

This PWS describes the scope of work, objectives, tasks and resources needed to successfully fulfill SDC’s IT support related responsibilities to advance the organization’s mission. As a result, SDC must establish these capabilities in order to better collaborate with its business partners, prioritize IT projects, select high value opportunities to enhance services, and effectively and efficiently operate the organization’s IT resources. SDC requires information technology services in enterprise architecture, strategic planning, technical operations and maintenance, portfolio management, cost reduction methodologies, business case analyses, and a variety of IT ad hoc requests.

• Systems engineering, software, and hardware

• Systems architecture, systems analysis, and systems design

• Multiple programming languages

• Computer hardware upgrades, i.e. servers, network components, desktops

• Multiple operating systems

• Implementation of a Service Oriented Architecture

• Engineering and/or scientific expertise

The contractor shall provide personnel and expertise to perform tasks in the following areas:

(a) Enterprise Network Infrastructure Planning and Engineering

(b) Network Systems Management and Monitoring

(c) Database Administration and Development

(d) Data Center Operations and Maintenance

(e) Network Information Security

(f) Alternate Site Support

(g) Change/Configuration Management (CM)

(h) Inventory Control and Logistics

(i) Project Management and Problem Solving Process

(a) Enterprise Network Infrastructure Planning and Engineering:

Plan and design the network infrastructure and enterprise network solutions; troubleshoot, install, implement and administer voice, video, and data network systems and provide Tier 3 support for all SDC supported architectures.

Analyze capacity issues and develop capacity planning models.

Ensure planned testing activities are executed and develop network security guidelines.

Identify and document any problems within the existing network(s), to include associated equipment, and provide recommended alternatives and proposed resolutions.

Ensure all systems are Federal Information Security Management Act (FISMA) compliant

Evaluate network, application, and service availability and performance data to determine and recommend upgrades and/or modifications to the critical infrastructure.

Recommend options to improve network operations, reliability, performance, capacity, and resource utilization. Reconfigure network devices and software configurations to meet changing user needs. Design and engineer system upgrades.

Coordinate with the U.S. Army Information Technology Agency (ITA), Defense Information

Systems Agency (DISA), and other DoD Agencies on a regular basis to resolve network infrastructure issues, and to coordinate new IT projects and modifications to the network infrastructure.

Coordinate new IT projects and modifications to the SDC critical infrastructure internally, with

ITA, other external agencies and private industry partners while maintaining SDC and DoD interoperability standards.

Maintain current network topology diagrams and configuration management databases.

Maintain an up-to-date and comprehensive SDC Circuit List.

The Contractor shall examine documentation and assist in implementing any new requirements promulgated by law and government policy.

The Contractor will participate in IT project management meetings as required.

The contractor shall develop and implement IT support processes and procedures for all major and routine IT tasks to maintain 24/7 IT operations.

DELIVERABLES:

Deliverable Frequency Medium/Format/# of Copies

Network Modernization Plan

Annually 1 copy submitted via email

Attendance and participation at Project Status Meeting

As required N/A

Attendance and As required N/A participation at Task Planning Meeting

Monthly Activity Report

By the 15th of every month via email

Standard Operating Procedures

Within 30 days of Contract award o Reports for recommended changes to SDC networks

(b) Network Systems Management and Monitoring:

Administer, operate, maintain, and monitor all SDC network infrastructure assets to ensure a high availability critical infrastructure on a 24/7 basis. For purposes of this PWS, “high availability” means that the system or component is continuously operational for a desirably long length of time and more specifically that, by using back-up and failover processing and storage capabilities, the system is available 99.999% of the time. Provide daily network operations status reports to SDC government management. Provide for the day-to-day Installation, Operation, and Maintenance (IO&M) of the entire critical infrastructure across all security classification levels.

Troubleshoot, diagnose, and resolve outages and other problems with web servers, data processing servers, and database servers.

Provide for Incident Response and Problem Management including root cause of system problems, such as configuration issues resulting in operational performance degradation or system outages, supporting the Critical Infrastructure (CI) branch chief with information and advice on the necessary corrective actions and/or interim workarounds. The associated operational support process requires careful management and planning to ensure optimal results at all times. Incident Response activities include: problem identification, recording, classification, diagnosis, metrics, and reporting. Error Control includes providing correction of configuration items to resolve or remove errors, faults, or inconsistencies, in conjunction with the overall management of known errors while they remain unresolved and until they are eliminated by the successful implementation of changes made under the change control process. The Contractor will be responsible for the resolution of issues / trouble tickets in a timely manner and within the prescribed Service Level Agreements (SLAs) established by SDC.

Monitor and maintain the performance of the critical infrastructure to ensure all network elements are performing at the required baseline levels.

Perform 24/7 system administration (SA) functions as defined in Tier 2 and Tier 3 of the SDC Tiered Customer Support Model. Tier 2 and Tier 3 support primarily includes but is not limited to maintaining a Microsoft Active Directory Structure, MS Exchange E-mail system, Symantec Storage Area Network software, Network Appliance Storage Area Network Hardware, Spectra Logic Back Up System hardware and Symantec Back Up System software.

Install, operate and maintain all network hardware devices such as network servers, network routers, switches, bridges, and repeaters.

IO&M network assets to include all hardware, software, systems and applications residing on the network.

Perform the installation and upgrades of various network software packages. Prepare test plans and perform the testing and configuration of new versions of currently installed and newly identified software.

Administer and maintain SDC Intranet web and portal sites controlling access for authorized users in order to distribute information to users and technical staff. Information includes but is not limited to software changes, standard operating procedures, helpful hints, planned outages, useful links, and customized user manuals.

Perform proactive and remedial network maintenance using state-of-the-art software tools, hardware devices, network protocol analyzers and cable analyzers.

Monitor and test network performance to ensure that operational performance and capacity standards are maintained.

Update and maintain the CM Plan for all network servers, cable runs and interconnections, bridge and repeater locations. Maintain and update network diagrams/schematics. Identify and graphically depict the cable run from each user's desktop from the SDC critical infrastructure to the Pentagon backbone.

The cable diagram will include all SDC networks and will be updated when offices are removed or added to the network.

Monitor network performance, providing oral and written recommendations to SDC government management for optimized network performance and quality of service. Utilize various network performance monitoring and reporting tools.

Administer the Network Management System to ensure the 24/7 availability of all network services.

Provide backend infrastructure (terrestrial/non-terrestrial) executive travel support.

Review ITA, DISA, DoD, and other network outage notifications for accuracy and provide recommendations for concurrence or non-concurrence.

Manage the Software Development Life Cycle (SDLC) from the requirements development, to the testing, evaluation and acceptance phases.

Provide software development and administration support for COTS software applications. Customize various COTS software to meet SDC requirements.

Research new software applications and provide recommendations to government management for integration on the existing infrastructure.

Maintain and coordinate with external vendors for all technical support contracts, software licenses, and warranty service agreements that support the SDC critical infrastructure.

Manage the directory servers for the system administrative network domains for all networks.

Software and systems support in analyzing, troubleshooting, testing and making recommendations related to systems environment

Implement all networking security standards to the networking equipment that resides on the network in accordance with security policies.

Provide central services for Windows based computers.

Provide Active Directory services to allow administrators to assign policies, deploy software, and apply critical updates to the network infrastructure.

Maintain and troubleshoot all approved Internet and Internetwork connections to the operational and administrative networks within the systems.

Maintain and troubleshoot all network software on the administrative network.

Provides Windows Administration:

Provide central authentication and authorization services.

Analyze data stored on the Windows system and make recommendations relating to performance and efficiency of that data storage.

of Copies

Monthly Activity Report

By the 15th of every month via email

Daily Network Status Report

By 0900 Monday thru Friday

Via email

IT Guidelines and Technical Standards

As required via email

Attendance and participation at Project Status Meeting

As required N/A

Attendance and participation at Task Planning Meeting

As required N/A

Update ticket information with technical status and actions taken

Daily or as appropriate

Electronic

Update testing Each release Electronic results document detailing testing of new release software

Network diagrams and schematics

As required Electronic

System, Database, or Network Outage Report

As required Via email

Role Based Access Control Matrix

Semi-annually Electronic

(c) Database Administration and Development:

Provide database development and administration support for Microsoft Access, SQL and other database software as required. Troubleshoot and resolve database issues.

Provide a SharePoint administrator for maintenance and development of applications in Microsoft

SharePoint and administration support of the SDC Web Portal on all network classifications.

Monitor and administer software applications daily with a proactive approach to avoid technical issues with software applications. (For example: monitor database sizes, outdated software versions, expiring software licenses, etc.)

Analyzes bugs in system and database application software; researches and tests possible solutions;

implements solutions.

of Copies

Monthly Activity Report

By the 15th of every month via email

Attendance and participation at Project Status Meeting

As required N/A

Attendance and participation at Task Planning Meeting

As required N/A

Update ticket information with technical status and actions taken

Daily or as appropriate

Electronic

Update testing results document detailing testing of new release software

Each release Electronic

System, Database, or Network Outage Report

As required Via email

(d) Data Center Operations and Maintenance

Install cable runs between network servers, interconnections, bridges, repeaters, switches, workstations, and other network equipment as needed. Cable media used includes UTP, coaxial, and fiber optic. Assist in the installation and labeling of cabling requirements within the work environments, as needed. Ensure network interoperability and standards are met and maintained.

Troubleshoot and solve local-area network problems; install, test, certify and troubleshoot networking cabling systems; and install and configure network equipment.

Maintain server room rack elevation configurations and diagrams.

Evaluate SDC bandwidth utilization and other elements of the critical infrastructure for capacity management and planning.

Provide circuit details required to order lease line, ISDN, and transparent LAN service (TLS) circuits as required by SDC.

Conduct operational test and evaluation (OT&E) of SDC lease line, ISDN, TLS and other circuits.

Accept SDC lease line, ISDN, TLS and other circuits into the production, development and test environments.

Perform primary network system administration on network servers as needed.

Installs, certifies and troubleshoots network cabling infrastructure, including a wide variety of local area network equipment.

Uses established tracking system to log requests; monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes and implements solutions; communicates with branch chief regarding unresolved problems.

Works with vendors to resolve hardware operating system issues; researches and tests possible solutions and implements solutions.

of Copies

Monthly Activity Report

By the 15th of every month via email

Attendance and participation at Project Status Meeting

As required N/A

Attendance and participation at Task Planning Meeting

As required N/A

Update ticket information with technical status and actions taken

Daily or as appropriate

Electronic

Update testing results document detailing testing of new network equipment and cabling.

Each release Electronic

System, Database, or Network Outage Report

As required via email

Circuit List Updated as required Electronic

(e) Network Information Security:

Implement NSA, DoD, SDC security policies and measures, and industry best practices in a timely manner in order to mitigate security vulnerabilities and threats to the SDC critical infrastructure.

Implement virus protection program on all IT equipment. Analyze, test and deploy anti-virus software on all devices on the network.

Ensure that all network operating systems are properly protected from malicious code and viruses by utilizing the most current software and constantly reviewing and monitoring appropriate informational sites that track denial of service and other malicious attacks.

Provide technical guidance in the development and implementation of critical network services Disaster and Recovery (DR) plans. Maintain up-to-date DR plans.

Conduct periodic reviews and testing of DR plans.

Implement DoD STIGs on the critical infrastructure and provide waiver documentation.

Implement the Firewall change process to include maintaining up-to-date Firewall documentation.

Implement Security checks indefinitely: Perform password changes on all network systems. Maintain passwords in accordance with DoD policy/regulations. Implement required security changes on the network in response to vulnerabilities identified through security scanning tools or stipulated by the SDC

Security Operations Branch, DISA, or US Cyber Command.

IO&M NSA Type 1 network encryption devices residing on all network classifications.

The Contractor advises how to manage information-security related risks. More specifically, the

Contractor helps implement controls to sustain and improve the confidentiality, integrity, and availability of the LAN data and its delivery systems. These goals are relevant whether the data are in storage, processing, or transit, and whether threatened by malice or accident.

of Copies

Monthly Activity Report

By the 15th of every month via email

(f) Alternate Site Support:

Coordinate with external SDC technical and facilities support staff in accordance with Memorandums of

Agreements and Host Tenant Support Agreements to insure network services at alternate locations.

Provide engineering, system administration, and end-user IT equipment support at the alternate site(s) to ensure network applications and services availability at the alternate sites.

Provide systems administration/engineering to all servers and network devices located at various alternate sites as directed by government management.

Monitor the status of and ensure the availability of SECDEF COMMS critical infrastructure devices located at various alternate sites.

Participate in special projects, exercises or real world events involving the Alternate Site. This may require a temporary change in work schedules.

Provide monthly status of all services at each alternate site with recommendations for improvements

Provide after action report at the conclusion of any exercises or real-world events that utilize the alternate site equipment.

of Copies

Alternate Site Status Report

By the 15th of every month via email

(g) Change/Configuration Management:

Create and maintain processes and procedures to track hardware and software configuration, to include the initial baseline of both hardware and software.

Support SDC Configuration Management Plan.

Track and maintain up-to-date documentation on critical infrastructure hardware and software configurations and changes.

Provide configuration identification, change control, configuration status accounting, and deficiency reporting.

Work with IA staff to ensure all CM changes are properly documented in network accreditation packages.

of Copies

Configuration Management Plan

Updated as required Electronic

(h) Inventory Control and Logistics:

Support the SDC government logistics specialist during inventories conducted on a regular basis to insure accuracy of the inventory database.

Support the logistics specialist when receiving new equipment into the environment and the removing equipment out of the system as required.

DELIVERABLES: None

(i) Coordinated Problem Solving/Process Development:

Coordinate with other contractors supporting SDC to develop a problem-solving process to ensure that any issues with meeting Service Level Agreements are identified, the root cause of the problem is addressed, and an adequate solution is developed. This process should allow the development of good business processes to avoid problems, rather than fixing individual problems as they arise. The success of this task depends on the coordination and cooperation between the contractors supporting SDC to work together to develop coordinated solutions to problems with organizational significance.

Each month, the Government Technical Representative and the COR will identify one issue which has an impact across the entire SDC organization and management representatives of all contractor companies supporting SDC and the government management team will meet to analyze the problem, what happened and why, and develop means to ensure the problem will be handled differently in the future.

o Coordinated Problem- Solving Process o Business Process Improvement Plans resulting from monthly meetings

2. Work/Performance Environment

(a) Manning Levels:

(i) The below summarizes the anticipated manning requirements for network Systems Managing and

Monitoring. Additional details are available in subparagraph ii – iv below.

MANNING SUMMARY

Day Shift Night Mid Alt site Total

Shift Supervisor* 1 1 1 3

Network Planning and Engineering* 2 1 1 4

Network Systems and Operations* 3 2 2 4 11

Database Administrator** 1 1 1

CI Total 20

* Shifts will require one weekend day to cover 24x7; contractor will institute 2 work schedules: one for

Tuesday through Saturday and one for Sunday through Thursday.

** DBA only required Monday through Friday.

(ii) Pentagon Network Data Center in GSAF. Operations will be 24X7, covering all nights, weekends, and holidays as well as regular work hours. Part-time personnel will not be used to cover weekends. Two shift schedules will be used; one will cover Tuesday through Saturday and the other Sunday – Thursday.

This will allow adequate staffing on the weekends without the use of part-time personnel.

Daytime coverage will be 6 a.m. to 6 p.m., Monday through Friday o Each shift will include at least the following Subject Matter Experts (SME):

1 each Network Planning and Engineering

3 each Network Systems and Operations

1 each Database Administrator

Nights, Weekends, and Holiday coverage will be 6p.m. to 6 a.m., Monday through Friday, 6 a.m.

to 6 p.m. on holidays, and 6 a.m. Saturday through 6 a.m. Monday o Each shift will include at least the following Subject Matter Experts (SME):

2 each Network Systems and Operations

If any SME is absent, whether because of vacation, illness, or departure from the contract, the contractor is responsible for providing additional personnel or available cross-trained personnel to cover the requirements.

(iii) Global Management Center

Operations will be 24X7, covering all nights, weekends, and holidays as well as regular work hours.

Each shift will include at least the following Subject Matter Experts (SME):

o 1 each Shift Supervisor o 1 each Network Planning and Engineering

(iii) Alternate Site (Site R)

Regular operations will be 6 a.m. to 6 p.m., Monday through Friday

Operations will be 24X7 whenever the Secretary or Deputy Secretary of Defense is in travel status. Travel status will be in effect approximately 200 days per year.

Each shift (whether regular, nights, weekends, or holidays) will include at least the following

Subject Matter Experts (SME):

o 2 each Network Systems and Operations

Special Qualifications: All contractor IT network and data center staff must be DoDD 8570.1 compliant and possess the appropriate security clearances to perform work in all supported work areas.

Additionally, a minimum 60% of all personnel must possess the appropriate training, experience, and certifications to perform at the professional level for network management and all supported systems;

all remaining personnel must possess the appropriate training, experience, and certifications to perform at the technical or associate level. All staff performing planning and engineering will have the equivalent training, experience, and certifications to perform at the expert level. The contractor will provide the appropriate documentation to support the skill level for all staff. The following are examples of acceptable certifications:

Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Cisco Certified

Internetwork Expert (CCIE)

Data Center

Service Provider

Voice

Wireless

Security+ CE

CompTIA Network+

Microsoft Certified Solutions Associate (MCSA),Microsoft Certified Solutions Expert (MCSE)

Server

Database

Developer

Certified Information Systems Security Professional (CISSP)

Microsoft Certified Professional

The contractor is expected to provide a fully trained workforce to the government; therefore, personal development training costs and hours are not billable to the government.

(b) Place / Hours of Performance :

The Government will provide ten on-site office spaces for the contractor’s team within the Global

Situational Awareness Center at the Pentagon; two additional spaces will be provided for this team within the Global Management Center at the Pentagon. Two on-site office spaces will be provided at

Site R. All office spaces are shared workspace and are not individually designated. The Contractor must provide workspace for all other personnel (e.g. non-technical project managers, financial managers, etc.)

Alternate Place of Performance: Contractor employees may be required to work at home, another approved DoD activity within the local travel area or at the contractor's facility in cases of unforeseen conditions or contingencies (e.g., pandemic conditions, exercises, etc.) as authorized by the Contracting Officer’s Representative (COR). Any equipment such as laptops or phones provided to Contractor personnel for these special contingencies shall be returned at the termination of the engagement or at another time mutually agreeable to both parties. The

Contractor shall prepare all deliverables and other contract documentation utilizing contractor resources. The contractor shall continue to provide the same level of support as stated in this

PWS. In the event the services are impacted, reduced, compromised, etc., the Contracting Officer may request an equitable adjustment. As directed by the COR, the contractor shall continue performance in emergency or mission essential conditions. Additionally, the contractor may be required to account for the whereabouts of their personnel should this information be requested by the COR.

3. Service Level and Performance Standards

During the first month of the contract, the government management team, including the COR’s, and the contractor management team will meet with the management of all other contractors involved in the support of SDC’s operations and develop Operating Level Agreements which will describe the processes for hand-off of products between vendors. This activity is premised on the fact that all vendors must work as a team and must understand the end-to-end process being supported. The overall success of the mission is a success for each of the vendors and this requirement will avoid having one vendor who meets all SLA’s but the product handed off to the next vendor in line results in a mission failure.

All contractors providing service to SDC will be compared quarterly against other vendors and will be measured by customer satisfaction, technical skill, and SLA success. This comparison will be handled via four-square model (i.e. a graph with four quadrants)

The primary measure of success in this contract will be customer satisfaction. SDC will create a customer satisfaction survey which will be issued to select customers within the Immediate Office of the

SecDef and to select personnel within SDC which will measure the level of satisfaction with the reliability, speed, and capabilities of the SDC networks.

The secondary measures of success are, in order of priority:

Reliability of Networks, measured in % up time

SDC travel mission support and response, measured via customer satisfaction survey addressing the responsiveness and technical acumen of the personnel supporting the travel mission

Innovation and improvement of SDC networks

Support of project management and success of individual projects

4. Pricing Mechanism

This is a firm fixed price contract which will reimburse the contractor for all tasks performed. It is the contractor’s choice on how many individuals are necessary to complete the tasks and the government will not agree to additional costs for standard tasks under the contract. If unusual circumstances require a greater effort than envisioned by this contract, the government COR will authorize work under the

Surge CLIN of the contract and if necessary, the contract will be amended to include that effort.

5. Service Incentives and Penalties

6. Systems / Services Supported

Juniper Firewalls

Juniper SSL VPN

Symantec Storage Foundation

Symantec Netbackup

Microsoft Windows Server 2008/2012

Microsoft Exchange Server 2010

Scriptlogic

VMWare ESX

Trusted Thin Client

Microsoft Share Point

Microsoft SQL

What’s Up Gold

BlackBerry Enterprise Server (BES)

Riverbed SteelHead

IronPort Email Security

Overland Storage Snap Server

REDCOM HDX

Public Key Enabling (PKE) Infrastructure

End User Computing

1. Scope of Work. The contractor shall provide personnel and expertise to perform tasks in the following areas:

(a) Operations Desk/Global Management Center

(b) Helpdesk (general customer support)

(c) Tier 3 and Engineering

(d) Mobility Support

(e) Patch Management

(f) Software Imaging

(g) Project Management and Problem Solving Process

While performing the above functions the expectation is that the contractor will provide for Incident

Response and Problem Management including root cause of system problems, such as configuration issues resulting in operational performance degradation, system failures, and user downtime. Support the Executive Services (ES) branch chief with information and advice on the necessary corrective actions and/or interim workarounds. The associated operational support process requires careful management and planning to ensure optimal results at all times. Incident Response activities include: problem identification, recording, classification, diagnosis, metrics, and reporting. Error Control includes providing correction of configuration items to resolve or remove errors, faults, or inconsistencies, in conjunction with the overall management of known errors while they remain unresolved and until they are eliminated by the successful implementation of changes made under the change control process.

The Contractor will be responsible for the resolution of issues / trouble tickets in a timely manner and within the prescribed Service Level Agreements (SLAs) established by SDC.

(a) Operations Desk / Global Management Center

Primary Customer Call Center: All customer support calls should be answered by a member of the

Operations Desk team. When both technicians are on calls then the phone system will be configured to roll-over to the regular helpdesk. First call resolution is the goal of this team with the Tier 1 analyst escalating to the Tier 2 supervisor for resolution. If resolved on the first call by either of these analyst then it is considered a successful first call resolution. In addition to phone calls the team will be responsible for responding to e-mail messages and any other forms of communication.

Primary Customer Service Dispatcher: The Tier 2 Executive Services watch member has the lead in dispatching all non-first call resolution trouble calls that are received on their watch; tasking out helpdesk members as necessary.

Operations Desk Support: Analysts will be two of the members of a four person team managing the SDC

Operations Desk. They will work with the Critical Information Branch and Security Operations Branch members to coordinate cross branch issues and report customer issues that these two branches can assist with. The team will be monitoring offices, residences, networks, aircraft, mobile devices and other items as specified and determined by SDC management. When alerts or certain thresholds occur on these systems the Operations Desk will take proactive action to resolve the problem.

Deliverables:

1 – Weekly Shift Schedule: This schedule should be provided weekly and should visually depict the staffing model for the following two weeks detailed down to each individual analyst.

2 – Shift Turnover Report / Pass down Report: This report should be created after each shift and detail the all tickets opened, all tickets closed, and tickets carrying over to another shift with an individual breakout for VIPs, as well as any other issues that arose during the shift.

(b) Helpdesk (general customer support)

Augment Operations Desk Call Center: When Operations Desk technicians cannot answer the phone call (both analysts on the line) the Helpdesk technicians will be expect

Customer Deskside Support: Analysts will be expected to deploy to the customer’s worksite to resolve both hardware and software problems that have been reported to the team. This support will include end user training in hardware and software items.

Residential Support: Analysts will be responsible for providing support at VIP residences. This support consists of end-user device support, COMSEC support, IP Phone support, and networking support.

Augment Mobility Support: Analysts will augment the mobility team with basic functions such as device configuration changes, issuing devices to customers, and routine customer questions.

Alternate Site Support: Analysts will provide support at Alternate Locations during contingencies events and also support routine maintenance and upgrades, but the later will usually be part of a SDC defined project (#3).

Andrews AFB Travel Support: An analyst will be expected to work from Andrews AFB Monday – Friday to support the SDC network travel equipment. Configuring equipment prior to travel and validating functionality upon return.

Travel Equipment Preload: An analyst will be expected to support preload of SDC supported IT equipment on US Government aircraft. Preload can occur at all hours and on weekends, but typically there are at most four preloads a month, and often fewer than that.

Install, operate, maintain, and provide user assistance with MS Office applications, MS operating systems, standard DoD software applications, and remote access solutions. This assistance will include remotely accessing computers, telephone support, desk-side support, and the creation of manuals or

“how to” guides for distribution to all users. Support of virtual machines currently used throughout the environment is required.

Provide desktop support to workstations located at the various alternate sites as directed by government management.

Installation, operation, and maintenance of hardware including, but not limited to, desktops, laptops, scanners, printers, and mobile devices. This process often includes backing up old data and migrating/reconfiguring the devices with their required data. Printers will require print queues to be created, modified, and maintained.

Provide user level system administration support. Require account administration, distribution list administration, mailbox administration (creation, modification, deletion) for both network and email access, network shares, and permissions on all shares.

Provide Tier 1 support to the office’s telephone system. This support will include teaching users how to create and modify speed dials, relocating phones within an office, and providing basic usage instruction.

This support does not include switch administration.

Provide Tier I operator’s assistance to customers for audio and visual display equipment in a variety of conference rooms, including but not limited to the ESC, GSAF, Front Office conference rooms, customer and SDC office spaces, and select alternate sites.

a. Equipment may consist of display screens, computer briefing equipment, DVD players, podiums, microphones, and translation systems.

b. Replacement of consumable equipment on video display walls, such as bulbs and filters

c. Maintain an on-site supply on consumable equipment through the use of ODCs to ensure very rapid problem resolution

d. When hardware replacement is necessary provide recommendations for replacement and replace equipment upon arrival.

Provide Tier 1 support for COMSEC devices, consisting of customer troubleshooting, customer training, and back end monitoring.

Responsible for software loads at alternate sites and functionality of workstations at these sites.

Develop and Implement SOPs to maintain 24/7 IT services and communications support. Maintain up-to-date SOP documentation.

Create or provide technical guidance in the development and documentation of SDC IT Support SOPs and Processes.

Comply with SDC Standard Operating Procedures or other government policies regarding asset inventory and control.

Inventories will be conducted on a regular basis to insure accuracy of the inventory database.

Contractors will often support the logistics specialist in this process.

Contractors will often support the logistics specialist when receiving new equipment into the environment and the removing equipment out of the system as required.

1. Weekly Ticket Report: Weekly ticket report will include number of tickets opened, closed, VIP tickets opened, closed, and a list of all VIP tickets still open. Tickets will also be broken out by room/office. In addition first call resolution statistics will also be provided.

2. Monthly Ticket Report: Monthly ticket report should be a rollup of the details provided in the weekly ticket report. In addition this report should show 3 and 6 month trend information related to all tickets broken out between VIP and non-VIP tickets.

3. Travel Related After Action Report: This report will involve documenting all issues that occur during a trip, or are reported at the conclusion of the trip. The status of each of these items and if there is a long term action that needs to be put in place to resolve the action. The report is due two days after the travel team after action meeting. If the meeting does not occurring within a week of the end of a trip then the report is due five days after the conclusion of the trip with an amended report provided after the meeting. All AAR items will be documented as individual tickets or submitted as projects depending on the level of effort.

4. Residence After Action Report: This report will involve documenting all issues that occur during residence outage or visit. All AAR items will be documented as individual tickets or submitted as projects depending on the level of effort. Any actions that will require follow-up by going to the residence will be documented and provided to the government.

5. Weekly Helpdesk Desk Staffing Plan (2 weeks prior): This plan hould be provided weekly and should visually depict the staffing model for the following two weeks detailed down to each individual analysts schedule.

(c) Tier 3 and Engineering

Customer Tier 3 Support: Analysts will be expected to deploy to the customer’s worksite to resolve both hardware and software problems that have been escalated to them by the Operations Desk or

Helpdesk. In addition analysts will provide guidance to Tier 1 and Tier 2 analysts to resolve more complex issues. This support will be provide on-site during the week and on-call at night and on weekends.

HBSS Support and Maintenance: – Analysts will be responsible for configuration, maintenance, troubleshooting, and upgrade, of client side HBSS (Host Based Security System) equipment.

Client Technology Vision: Analysts will work with the Mobility section to provide a comprehensive technology direction for the organization for client assets. This direction will need to be coordinated with the Critical Infrastructure branch to ensure the infrastructure will exist for the solutions proposed.

Group Policies: Analysts are responsible for creating and maintaining group policies and providing direction to the helpdesk team on the correct group policies to use for specific situations.

Provide engineering, system administration, and end-user IT equipment support at the alternate site(s) to ensure network applications and services availability at the alternate sites.

Research new software applications and provide recommendations to government management for integration on the existing infrastructure.

Work with other branches to ensure baseline configuration management changes are properly documented.

Create and maintain processes and procedures to track hardware and software configuration, to include the initial baseline of both hardware and software.

Participate in Configuration Control Board (CCB) meetings; and work with IA staff to ensure all CM changes are properly documented in network accreditation packages.

Utilize CM software to track all hardware and software configuration changes made on workstations, laptops, PDAs, servers, and other end user equipment.

Provide configuration identification, change control, configuration status accounting, and deficiency reporting.

1. HBSS Reports: Analysts will be expected generate reports from HBSS on the status or client assets and alerts on any assets. These will be provided monthly.

2. Project Plans: Analysts will be responsible to creating the ES portion of all project plans in conjunction with the PMO office. These will be provided as required with a maximum of one per project.

3. Bi-annual IT Vision Plan: Analysts working in conjunction with the Mobility section will provide a report twice a year (every six months) with a 6 month, 1 year, and 2 year vision for client assets in the organization. This report will provide recommendations on technology modernizations within the SDC customer base. This report should consider / recommend improvements in office devices, residential devices, and portable devices.

(d) Mobility Support

Unclassified Mobile Device Support: Analysts are expected to be primary support for unclassified mobile devices. Team is responsible for configuration, testing, troubleshooting, and disposal of mobile devices. This support may be augmented by the Helpdesk at times. Support is normally during the standard working day, but during trips this can often shift to afterhours support and also weekend support.

Secure Mobile Device Support: Analysts are the primary support for any and all secure mobile smart devices. Team is responsible for configuration, testing, troubleshooting, and disposal of secure mobile devices. Support is normally during the standard working day, but during trips this can often shift to afterhours support and also weekend support.

Mobile Server Management / Maintenance: Team is responsible for the device management software on any servers support mobility. Analysts will work with the Critical Infrastructure branch on maintaining the server operating system and applying the necessary patches. All software deployments on devices will be done by this team and whenever possible via a remote management application/server.

Software Image Maintenance for Mobile Devices: Team is responsible for creating a standard image for all mobile devices, both secure and non-secure. This image should be documenting and then updated as necessary.

Mobile Software Patching and Updates: Team is responsible for maintaining device operating system software and client application software on mobile devices. Testing of all changes and updates shall be completed prior to widespread deployment. Client applications should be routinely patched when necessary and plans for operating system upgrades shall be created and then approved for deployment.

Future Direction for Mobile Devices: Analysts will work with the Tier 3 Engineering section to provide a comprehensive technology direction for the organization for client assets. This direction will need to be coordinated with the Critical Infrastructure branch to ensure the infrastructure will exist for the solutions proposed. This guidance will focus on the direction of the wireless industry and secure wireless, how and where we should take advantage of coming modernization, and how we should get from where we are to this modernized solution.

1. Device Applications, Software, and OS Version Report: Analysts will provide a monthly report detailing each mobile device, the applications, software and OS versions on the device (compared to the desired version of each of these categories)

2. Mobile Device Images: Analysts will create and maintain standard device images, when applicable, for all mobile…