3__ITS-DMM_PWS.docx

PERFORMANCE WORK STATEMENT (PWS)

Washington Headquarters Services (WHS) Facility Services Directorate (FSD) Integrated Tracking System and Digital Mail Modernization (ITS/DMM) Support Services

1. GENERAL: This is a non-personnel services contract to provide maintenance and support services for the Integrated Tracking System/Digital Mail Modernization (ITS/DMM). The Government shall not exercise any supervision or control over the contract service providers performing the services herein.

1.1. Description of Services/Introduction: The contractor shall provide all personnel and support necessary to perform ITS/DMM maintenance and support services, which will enable the Office of the Secretary of Defense (OSD), Washington Headquarters Services (WHS), Pentagon Force Protection Agency (PFPA), and other Department of Defense (DoD) Components to achieve their functional missions and objectives in support of the Secretary of Defense.

1.2. Background: DoD Directive 5110.4, requires WHS to manage the Pentagon and DoD-occupied, General Services Administration-controlled administrative space in the National Capital Region (NCR). WHS Directorates, Facilities Services Directorate (FSD) and Executive Services Directorate (ESD), as well as the Pentagon Force Protection Agency (PFPA) currently use the ITS/ DMM to input, manage, and report on incoming vehicles, packages, mail and other data associated with activities. The ITS/DMM system, along with the commercial off-the-shelf (COTS) software products, BearTracks and WebDOX, manages the digital images of the packages, mail, and other associated software, hardware, and equipment.

The ITS system was originally implemented in 2005 based on the requirements of FSD Dockmaster and PFPA to track vehicles, people, and material coming into the Pentagon reservation. The material tracking aspect of ITS is handled by the Bear River Associates, Inc. COTS product. The vehicle and people tracking aspect of ITS is unique to the Dockmaster and PFPA. DMM was designed to enhance the mail support to the Secretary of Defense and Deputy Secretary of Defense along with other top-level executives and the entire Pentagon population. The system facilitates speed of delivery and enhances mail security. It takes advantage of "Green initiatives" by reducing unwanted junk mail and reducing or eliminating delivery of paper mail. DMM enables digital routing and management of inbound mail and integrates with ITS system. The entire ITS/DMM system and all its associated components will be referred to as ITS/DMM system hereafter.

The ITS/DMM system consists of an integrated software, equipment, and hardware solution that provides the Pentagon Reservation and the NCR with the automated capabilities and functionality for tracking and identifying vehicles and material. The ITS/DMM System incorporates multiple pieces of software, equipment, and hardware, from multiple manufactures, that has been customized and integrated into one system.

1.3. Objectives: The purpose of this PWS is to provide maintenance and support services to the ITS/DMM system in support of the WHS Directorates, FSD, ESD, and PFPA. Performance under this contract will support the Pentagon and DoD-occupied, General Services Administration (GSA)-controlled administrative space in the NCR. The ITS/DMM System incorporates multiple pieces of software, equipment, and hardware, from multiple manufactures, that has been customized and integrated into one system.

1.4. Scope:

The contractor personnel shall assist the Government in performing maintenance and support services for the ITS/DMM system and shall be responsible for the following below:

a. Hardware and Software Modernization, Integration and Implementation

b. Systems Deployment

c. Systems Integrations

d. Systems Testing

e. Systems Platform Development

f. Documentation and Guides (manuals)

g. Training

1.5. Period of Performance: The period of performance shall be from July 8, 2017 – July 10, 2018.

1.6. General Information Section

1.6.1 Quality Control: The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which the contractor assures that its work complies with the requirement of the contract. The QCP shall be delivered via electronic mail within 30 days of contract award. Amendments/changes to the QCP shall be delivered to the Contracting Officer Representative (COR) and Contracting Officer (CO) within three (3) business days following the change.

1.6.1.1. The Quality Control Plan shall contain at a minimum the following information:

· Information relevant to the periodic monitoring of contractor staff with feedback to the Government regarding quality, consistency, and timeliness of service delivery;

· Information relevant to identifying training needs and conducting initial and periodic refresher training of contractor staff to ensure consistent delivery of services;

· Information relevant to identifying mechanisms for initiating requests or responding to Government requests for suggestions about potential service enhancement and/or improvement opportunities.

· A method of identifying deficiencies in the quality of services performed before the level of Performance becomes unacceptable.

· A method of ensuring that sufficient numbers of contracted employees with the appropriate clearance level are consistently available to do the work described herein with minimal disruption and delay due to contracted employee turnover rate or lack of training.

· A method of ensuring required services are completed, such as a daily checklist or log.

1.6.2. Quality Assurance (QA): The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.6.4. Hours of Operation: The contractor is responsible for overlapping schedules of resources to provide coverage during the normal work hours (NWH) of 5AM to 5PM and ensuring there is always coverage, between the WHS core hours of 7:30 AM to 4PM, Monday thru Friday except Federal holidays or when the Government facility is closed due to administrative closings, or similar Government directed facility closings. The Contractor must at all times maintain an adept workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.4.1. The contractor shall perform support services onsite (in Government workspaces) during NWH for the purposes of supporting customers and the infrastructure. On occasion, the Government may ask the onsite staff to work additional hours to support critical system related issues which may be during NWH or extend working hours (EWH). EWHs are all hours outside of the hours of operation, which include weekends, holidays, being on-call during system downtime, mission critical, and emergency events. The Government must obtain approval from the Contracting Officer (KO) and issue a modification prior to the contractor working those additional hours prior to contractor performing the work and the COR must provide written notice to the contractor at least 15 to 30 business days in advance that specifies the tasks that require support in order for the KO to review/approve and issue a modification. In providing support during outside NWH, 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, onsite support may be required. This type of support may occur on a scheduled or unscheduled basis. For scheduled onsite support activities, the contractor shall report for work at the time and place pre-arranged with the COR. For unscheduled onsite support activities, the contractor shall arrive onsite (ready to work) at the Government facility within two (2) hours after efforts at remote resolution have been discontinued or otherwise receiving notification that onsite support is required.

1.6.5 Place of Performance: The work to be performed under this PWS will be performed in a government provided office space in the NCR. Contractor personnel may be requested to work at the Governments alternate locations during emergencies and emergency exercises. Individual Contractor personnel may be designated as essential personnel to support contingency operations at alternate Government locations during actual emergencies and emergency exercises.

1.6.7 Security Requirements: The Contractor shall comply with all security policies and procedures that apply to DoD and WHS/FSD. Security procedures shall be made available to Contractor personnel.

1.6.7.1 Non-Disclosure Agreements: The contractor is responsible for obtaining all non-disclosure agreements with all applicable corporate, supplier and sub-tier vendors with proprietary, restricted, competition sensitive, or any other restricted (e.g. non-foreign disclosure due to public law) data that will be used or accessed during the duration of this contract. The contractor and contractor key personnel shall sign a Non-Disclosure Agreement (NDA) within five days after contract award. See NDA and Technical Exhibit 2-Deliverables Schedule.

1.6.7.2 Physical Security: The contractor shall be responsible for safeguarding all government equipment, information, and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

1.6.7.3 Key Control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting Officer.

1.6.7.3.1 In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks o r re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor.

1.6.7.3.2 The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting Officer.

1.6.7.4. Lock Combinations. The Contractor shall establish and implement methods of ensuring that no lock combinations are revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s Quality Control Plan.

1.6.7.5. Privacy Requirements. All networks are designated as sensitive but unclassified / For Official Use Only. The contractor must provide adept personnel with completed favorable background investigations at the appropriate level to support IT systems for Limited Privileged IT-II, Non-Privileged IT-III, Non- Critical Sensitive ADP-II, and Non-sensitive ADP-III. The background checks shall be in place prior to individuals reporting for duty at the required government location. Evidence of the completed background check shall be provided to the government customer. Further, the DODI 8500.2, IA Implementation, which can be obtained at http://www.dtic.mil/whs/directives/index.html, requires that all personnel (this includes DoD military personnel, civilian personnel, consultants, and contractors) who perform work on sensitive automated information systems be assigned to duties that are designated at one of three (3) Sensitivity Levels: IT-I, IT-II, or IT-III (see Table 1). These designations equate to privileged, limited privileged and non-privileged access to network and information systems, and/or resources. Depending on the contractor's assigned Sensitivity Level (IT-I, IT-II, or IT-III), the corresponding investigation will be required (i.e.

NACLC, SSBI). Any and all personnel replacing existing contractor staff shall comply with security requirements:

The OSD Network is a sensitive, unclassified network. DoD 5200.2-R, DOD Personnel Security Program, requires that all personnel (including DoD military personnel, civilian personnel, consultants, and contractors) who perform work on sensitive automated information systems be assigned to duties that are designated at one of three Administrative Data Processing (ADP) sensitivity levels: Sensitive ADP-I, noncritical- Sensitive ADP-II, and Non-sensitive ADP-III (Table 2). These designations equate to privileged IT-I, limited privileged IT-II, and non-privileged IT-III access to network and information systems, and or resources. Work to be performed under this contract will require the following levels of designation:

The following IT Sensitivity Levels will apply:

1.6.7.6. Government Oversight of Contractor Employees

1.6.7.6.1 The contractor shall be responsible for maintaining satisfactory standards of employee competency, conduct, and integrity and shall be responsible for taking such disciplinary action with respect to its employees as may be necessary to ensure satisfactory contract performance. In the event the contractor fails to remove any employee from the contract work whom the Contracting Officer or the Contracting Officer's designated representative deems incompetent, careless, insubordinate, unfit, objectionable or whose continued employment on the work is deemed by the Government to be inimical to the Government's mission, the Contracting Officer or the Contracting Officer's designated representative may require, in writing, the contractor to remove the employee from work under this contract and any other contract awarded to contractor by the Government.

1.6.7.6.2 This contract incorporates 32 CFR 234, Conduct on the Pentagon Reservation. Any contractor employee that violates the standards of conduct prescribed by 32 CFR 234 shall be deemed unfit and otherwise objectionable under part § 234.7, Disorderly Conduct, and may be subject to removal from the contract work.

1.6.7.6.3 This provision applies to all subcontractors or vendors of any tier utilized by contractor to perform the work. The contractor is responsible for incorporating this provision in all subcontracts or other contracts awarded by contractor to perform the work. For purposes of this provision, the terms "employee" or "contractor employee" includes all contractor, subcontractor, or vendor employees of any tier utilized by contractor to perform the work.

1.6.7.7. Contingency Operations

1.6.7.7.1 DODI 3020.37: In accordance with DODI 3020.37, Continuation of Essential DoD Contractor Services During Crises, mission essential contractors are required to provide a contingency plan and designate mission essential personnel. The contractor is required to maintain updates to this plan as necessary and ensure that coverage is provided during real-world and exercise scenarios.

1.6.7.7.2 Continuity of Operations Plan (COOP): Should a crisis be declared, the Contracting Officer will verbally advise the contractor of the revised requirements, followed by a written notification. Written notification will be sent as soon as practicable. The contractor will ensure contingency support is available for the continuation of essential DoD contractor services during a crisis situation. This support will be detailed in a contingency plan. In the event of mission essential system failure, which requires immediate attention, the contractor shall remedy the situation(s) in accordance with the performance standards outlined in Part 7, Technical Exhibit 1 – Performance Requirements Summary. In the event of non-mission essential system failure not requiring immediate attention but requiring short turn-around time due to another exercise, the system must be repaired in a timely manner. See Section 1.6.4.1 defined repair times for providing scheduled and unscheduled support. Relocation of persons providing services on this contract to a designated alternate site may be required during a Continuity of Operations situation. Each person providing services on this contract that are designated as essential is expected to use all means at their disposal to continue to provide such services during periods of crisis until appropriately released or evacuated by the proper civilian or military authority.

1.6.7.7.3 Telework: The Government may permit telecommuting (telework) by contractor employees when determined to be in the best interest of the Government in meeting work requirements (e.g. COOP). The contractor must have an established program subject to review by the Government and all telecommuting agreements must be authorized and approved by the Government Supervisor and Contracting Officer Representative (COR). Teleworkers will only use government-furnished equipment to remotely access the OSD network and provide a report of work that will include date, time, and description of the work to be performed.

1.6.8. Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings, the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.6.9. Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.10. Key Personnel: Contracted employees must possess knowledge of facility operations to include software support and logistics as they pertain to support installation to the system. Resumes are required for all positions and will be reviewed by the Supervisor Management Analyst, Program Management Analyst, General Task Monitor, Function Manager, and/or COR for compliance with the special qualifications as outlined in this PWS. Other special qualifications are listed below:

Special Qualifications:

1.6.11.1. Product Project Manager – It is required that the contractor personnel performing maintenance and customer support services under this contract possess the following education, skills, and abilities:

· Bachelor‘s degree in Computer Science, Information Technology and Project Management plus minimum of three (3) years’ work experience as a Software Project Manager.

· Must be proficient in “Microsoft Office” including proficiency in Word, Outlook Excel, Visio, and Acrobat.

· Technical Writing and Editing skills

· Oral/Written/Visual presentation skills

· Prepare and deliver status and performance reports to clients and communicate with internal and external customers, team members, and management

· Have knowledge of and experience in ITS, BearTracks, and WebDOX

· Skills to supervise a working staff

· Experience in training and providing Tier 1, Tier 2 and Tier 3 IT customer support

· Organization and Recordkeeping

1.6.11.2. Product Support Engineer - It is required that the contractor personnel performing maintenance and customer support services under this contract possess the following education, skills, and abilities:

· Bachelor’s degrees in Engineering and Information Technology plus six (6) or more years of experience as Technical Support Engineer.

· Must be proficient in “Microsoft Office” including proficiency in Word, Outlook Excel, Visio, and Acrobat.

· Oral/Written/Visual presentation skills

· Technical Writing and Editing skills

· Organization and Recordkeeping

· Have knowledge of and experience in ITS, BearTracks, and WebDOX

· Experience with installation, configuration, and technical support of integration between BearTracks software products with third-party hardware and software systems.

· Experience in training and providing Tier 1, Tier 2 and Tier 3 Information Technology (IT) customer support

· Communicate and coordinate with developers, programmers, Information Technology Support Staff and Information Technology (IT) Security Staff

1.6.11.3 During the first ninety (90) calendar days of performance, the Contractor shall make no substitutions of key personnel unless illness, death, or termination of employment necessitates the substitution. The Contractor shall notify the Contracting Officer as soon as possible after the occurrence of any of the events listed above and provide a detailed explanation of the circumstances necessitating the proposed substitutions. After the initial ninety (90) calendar day period, the Contractor may propose substitutions complete with detailed explanation as stated above, resumes for the proposed substitutes, and any additional information requested by the Contracting Officer. Prior to making any substitution permanent, the Contractor shall demonstrate to the satisfaction of the Contracting Officer that the qualifications of the proposed substitute personnel are equal to or better than the qualifications of the personnel originally identified for the position. The Contracting Officer will notify the Contractor within 15 calendar days after receipt of all required information of the decision on proposed substitutions.

1.6.12. Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractor personnel will be required to obtain, use, and display a Common A c c e s s Card (CAC) in the performance of this service.

1.6.13. Contractor Travel: All travel within the National Capital Region (NCR) will be included in the price of the awarded contract and will not be billed as a separate expense.

1.6.14. Data Rights: The Government has unlimited rights to all documents and material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.6.15. Organizational Conflict of Interest (OCI): Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent OCI as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.16. Phase In/Phase Out Period (PIPO):

1.6.16.1. Phase In: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall complete a 30-day phase in period. During the phase in period, the Contractor shall become familiar with the PWS requirements and complete administrative requirements, such as issuance of badges, in order to commence full performance of services. The Contractor shall have personnel onboard by the end of the 30-day phase-in period.

1.6.16.2. The contractor shall confirm all existing and applicable services and support are successfully transitioned from the incumbent contractors to the awarded contractor immediately in accordance with the phase-in schedule in addition, ensure no significant disruptions to customer services and support occur during the transition period. Throughout the execution of the transition plan, the contractor is fully accountable and responsible for successful performance of all objectives and requirements on the contract. The contractor shall:

· Deliver Phase In Plan

· Obtain system documentation and verify system and facility access

· Conduct transition meeting with Government leadership

· Transition high quality incumbent personnel, re-badge, and conduct orientations

· Provide all contractor services from notice to proceed date

1.6.17.2. Phase Out: The contractor shall provide a Phase Out plan no later than sixty (60) days prior to expiration of the contract. The contractor shall maintain complete configuration management documentation that is very accessible to the designated Government representatives via a web portal (unless otherwise mutually agreed). The contractor shall identify how it will coordinate with the incoming contractor and Government personnel to transfer knowledge regarding the following:

· Project management processes

· Points of contact

· Location of technical, training and process documentation

· Status of ongoing technical initiatives

· Appropriate contractor to contractor coordination to ensure a seamless transition

· Identify schedules and milestones

· Identify actions required of the Government.

· Establish and maintain effective communication with the incoming contractor

PART 2 DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER (KO). A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical d i r e c t i o n to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5. DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2.1.6. FUNCTIONAL MANAGER. Government employee who has management authority over an organizational unit—such as a department—within a business, company, or other organization.

2.1.7. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.8. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.9. QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.10. QUALITY ASSURANCE Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.11. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end-product or service shall meet contract requirements.

2.1.12. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.13. TASK MONITOR (TM). Government employee within the Program Management function who has overall technical responsibility for this effort. The TM provides technical direction to the Contractor, i.e., shifting work emphasis between areas of work; fills in details, or otherwise serves to accomplish the purposes of this effort.

2.1.14. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.15. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS:

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: The Government will provide basic services to phones, desktop computer, utilities, and information technology while working in Government facilities.

3.2 Facilities: Basic facilities such as work space and its associated operating requirements will be provided while working in Government facilities. Teleworkers will only use government furnished equipment to remotely access the OSD network.

3.3 Equipment and Materials: Contractor may be provided a standard workspace, which includes computer desktop, network and printer access, office supplies, phone, fax, and access to copier while working in Government facilities. Teleworkers will only use government furnished equipment to remotely access the OSD network.

3.3.1. Communication Devices: At the discretion and approval of the government, communication devices shall be provided to critical contractor personnel (e.g., blackberry, air card, cell phone).

3.4 Technical Data and Software Licenses: Applicable and relevant technical data and software licensing currently in existence will be provided to the contractor.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The Contractor shall furnish all supplies, equipment, and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2 Materials: The Contractor shall furnish all supplies, software, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.3 Equipment: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

PART 5

SPECIFIC TASKS

5. SPECIFIC TASKS:

5.1. Basic Services: The contractor shall provide maintenance and support services to include onsite and offsite support for the overall ITS/DMM system.

5.2 ITS/DMM System Onsite Support: The contractor shall provide ITS/DMM onsite maintenance and support services for OSD, WHS, PFPA, and other DoD components. The support work includes the following:

5.2.1 Test and install regular updates to BearTracks and WebDOX software as they become available and support ITS/DMM system enhancement/upgrade procedures and processes

5.2.2 Support ITS/DMM systems daily, operational, and functional readiness.

5.2.3 Monitor ITS/DMM systems health and report on potential issues to include but not limited to: software, servers, linked applications, hardware, and equipment.

5.2.4 Interact as needed with internal Government IT Support staff, for systems support and network issues.

5.2.5 Provide and implement solutions for high-level anomalies/bugs to include but not limited to: Software, servers, linked applications, hardware, and equipment.

5.3.6 Maintain systems and software/applications compliance, according to the current JSP regulations and DoD security postures.

5.2.7 Set-up and maintain Personal Digital Assistant (PDAs) and support manufactures warranty

5.2.8 Provide systems, software and applications support for planned and unplanned network changes and upgrades.

5.2.9 Provide customer support for ITS/DMM systems daily operations and processes.

5.2.10 Develop/maintain training material and provide training to users of the ITS/DMM system based on user role as requested.

5.2.11 Provide support as required to include to data setup and/or imports, troubleshooting, data analysis, data management, digital images.

5.2.12 Provide ITS/DMM subject matter expert training to the primary onsite Technical Lead to ensure ITS/DMM systems knowledge expertise.

5.2.13 Provide ITS/DMM subject matter expert training to a substitute on-call Technical Lead; train the substitute personnel with the expertise and systems knowledge to provide onsite 40 hour a week ITS/DMM systems back up support as requested by the government.

5.2.14 Conduct monthly progress meetings onsite (NCR) on ITS/DMM systems and onsite and offsite contractor personnel performance. Include written monthly reports on maintenance and support status, updates, current, and future projects.

5.2.15 Technical Support: The contractor shall provide technical support the ITS/DMM system which includes health monitoring, troubleshooting of issues, Tier 1/2/3 customer support and data management.

5.2.16 Conduct training, and maintain documentation related to the ITS/DMM system. The contractor shall also maintain all the Personal Digital Assistance (PDA’s) associated with the ITS/DMM system.

5.2.17 Technology Consultation Support: The contractor understands that the government may request recommendations on configurations or new technology as well as recommendations for equipment that has passed its recommended lifecycle. The contractor shall provide recommendations for enhancement, improvement, and/or the incorporation of existing and new technology into the supported environment. This includes, but is not limited to, software, hardware, and devices that have not yet been installed by the government. As part of the request for information, cost data may be required to include installation and ongoing support. In the event a recommendation is approved, a new procurement would be required outside the existing contract.

5.2.18 Participate in project meetings, arrange meetings with subject-matter experts as necessary to obtain information, establish review sessions, capture comments related to documentation, and incorporate comments/changes into assigned projects.

5.3. ITS/DMM Offsite Support: The contractor shall provide offsite support for ITS/DMM system. The support includes but not limited to:

5.3.1 Customer service support, as required, to include, but not limited to: software troubleshooting, data analysis, data setup, and/or imports, to be provided within 24 hours of the service support request.

5.3.2 Phone support response time within 4 hours of the business day of reported issues.

5.3.3 Technical assistance and verbal or written instructions and support to Joint Service Provider (JSP) when working with Pentagon customers within 24 hours of reported issues.

5.3.4 Assist customers with data setup and/or imports, troubleshooting, data analysis, data management, digital images, to be provided within 48 hours of the service support request.

5.3.5 Meet with OSD/WHS/ FSD/ESD/PFPA program managers, systems administration teams, JSP program manager and technical staff to review and discuss findings, recommendations, status reports, documentation and support solutions as required.

5.3.6 Provide technology consultation support onsite.

5.4. Additional ITS/DMM Components - Contractor is responsible for software, equipment, hardware, services and maintenance components of the ITS/DMM system and must ensure compliancy with current government requirements, policies and regulations.

5.4.1 The contractor shall provide services and support for all current and future ITS/DMM components and to include Subcontractor support arrangements and service agreements. Additional contractor services for ITS/DMM support or system components are subject to contract requirements review, contract modifications, and funding adjustments.

5.4.2 Software Components (COTS): The primary contractor shall provide and maintain Enterprise License agreements for all ITS/DMM - COTS components and provide ITS/DMM software service and maintenance support. Reference Part 7.ATTACHMENT/TECHNICAL EXHIBIT 4- ITS/DMM System – Software Components.

5.4.3 Equipment Components: The contractor shall maintain service and maintenance agreements for all ITS/DMM equipment components. Reference Part 5 ATTACHMENT – ITS/DMM System Equipment and Hardware Components.

5.4.4 Hardware Components: The contractor shall maintain service and maintenance agreements for all ITS/DMM hardware components – PDA, EDA, etc. Reference Part 5 ATTACHMENT– ITS/DMM System Equipment and Hardware Components.

5.5 Mandatory Contractor Manpower Reporting (CMR): The Contractor shall report ALL Contractor labor hours (including Subcontractor labor hours) required for performance of services provided under this contract via a secure data collection site. The Contractor is required to completely fill in all required data fields using the following we address http://www.ecmra.mil. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2014.

Contractors may direct technical questions to the help desk at http://www.ecmra.mil

PART 6 APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS:

6.1. The contractor shall ensure continuing adherence to generally accepted Government information technology policies and guidance applicable to the contract. This includes public laws, executive orders, directives, regulations, manuals, standards, memorandums, and instructions. The contractor shall comply with the appropriate DoD-approved programs, standards, and guidelines such as:

· Department of Defense (DoD) Directive 5110.4

· DOD 5200.2-R, DOD Personnel Security Program

· DoD Directive 8500.1, Cybersecurity

· DoD Instruction 8500.2, Information Assurance (IA) Implementation

· DODI 3020.37, Continuation of Essential DOD Contractor Services

· Security Technical Implementation Guides (STIGs)

· Global Information Grid (GIG) IA Technical Framework

· DII Common Operating Environment (COE)

· WHS Computer Incident Response Guide

· NIST Special Publication 800-53

· Department of Defense (DOD) Information Operations Condition (INFOCON) System Procedures SD 527-1

· DoD Information Assurance Certification and Accreditation Policy (DIACAP) 8510.01, or other DoD accreditation directives/guidance/instructions

· IEEE 802.11 Wireless Standards

· Part 32 CFR 234, Conduct on the Pentagon Reservation

· Part 234.7, Disorderly Conduct

· DFARS Part 239.71

The Contractor shall adhere to the latest version of the documentation referenced in the list above or cited elsewhere in the PWS.

For more information on security, please go to http://www.dtic.mil/whs/directives/index.html

EXHIBIT LISTING

PART 7 ATTACHMENT/TECHNICAL

7. ATTACHMENT/TECHNICAL EXHIBIT LIST:

7.1. Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

7.2. Attachment 2/Technical Exhibit 2 – Deliverables Schedule

7.3 Attachment 3/Technical Exhibit 3 – Estimated Workload Data/ Task / Volume – Avg. Frequency / Avg. Number

7.4. Attachment 4/Technical Exhibit 4 – ITS/DMM System Software Components

7.5. Attachment 5/Technical Exhibit 5 – ITS/DMM System Components Equipment and Hardware

TECHNICAL EXHIBIT 1

Performance Requirements Summary The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

The contractor shall provide maintenance and support services, IAW PWS paragraph 5.1

The contractor shall provide onsite support for ITS/DMM system, IAW PWS paragraph 5.2, and all subparagraphs.

The contractor shall provide offsite support for ITS/DMM system, IAW PWS paragraph 5.3, and all subparagraphs.

The contractor shall be responsible for all additional ITS/DMM system Components, IAW PWS paragraph 5.4, and all subparagraphs.

Provide unscheduled onsite support activities afterhours

TECHNICAL EXHIBIT 2

7.2 DELIVERABLES SCHEDULE

& Task Monitor via email

TECHNICAL EXHIBIT 3

7.3 ESTIMATED WORKLOAD DATA

(This technical exhibit lists the historical workload data, i.e.,…