Attachment_1_-_EMPS_-_PWS_-_2018.07.17___v7__FINAL.docx

PERFORMANCE WORK STATEMENT (PWS)

Joint Service Provider (JSP) Information Technology Support Services – Enterprise Managed Print Services (EMPS)

16 August 2018

PART 1

GENERAL INFORMATION

1. GENERAL: This is a non-personal services contract to provide Information Technology (IT) Support Services – Enterprise Managed Print Services (EMPS). The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Prime Contractor who, in turn is responsible to the Government.

1.1. Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform IT Support Services – EMPS as defined in this PWS except for those items specified as Government-furnished property and services. The Contractor shall perform to the standards in this contract.

1.2. Background: On 1 May 2015, the Deputy Secretary of Defense approved aligning IT services in the Pentagon and the National Capital Region (NCR) to a “Joint Information Technology Single Service Provider – Pentagon,” hereafter referred to as the Joint Service Provider (JSP) under the operational control of the Defense Information Systems Agency (DISA).The JSP is dedicated to helping supported organizations achieve mission success by providing secure, robust, reliable, and state-of-the-art enterprise IT solutions. The JSP service offerings are intended to meet both mission requirements and provide the most effective and efficient IT services available to its supported customer base. The JSP’s experienced team of Service Representatives, Engineers, and Customer Relationship Managers are dedicated to delivering outstanding service.

1.2.1. The JSP provides a full range of IT products, services, solutions and customer support to the OSD 4th Estate offices (to meet mission and business requirements. The JSP also provides advice and assistance to senior managers to ensure IT and information resources are managed in a manner that implements Department of Defense (DOD) policies, procedures established priorities.

1.2.2. The JSP collects and synthesizes data and supplies analytical tools to assist in the creation of accurate forecasts. The JSP conducts major IT program reviews for customers to assess mission critical impacts and changes in DOD strategic direction. The organization collects, manages, stores, controls and monitors its customers’ data to ensure integrity and protection. The JSP also supports the transactional business of its customers through case management, analytics and business intelligence systems, and tools in support of the human resources, financial, facilities, adjudication, and contract management services. To support its mission, audits and assessments are conducted to assess compliance with existing laws and policies. As an enterprise operation, JSP has opportunities to improve the quality, timeliness, and cost of services. The organization is currently challenged by an increasing amount of complexity stemming from process gaps, contract ambiguity, rapid technology evolution, political management structure, and geography. This complexity is further compounded by the continually evolving enterprise environment. Changes related to customer demands, department IT strategy, security threats, and technological capabilities or challenges are frequent and disruptive. It is within this context that the JSP must maintain an agile support organization for over 40,890 customers (including 28 Presidential Appointees needing Senate confirmation (PAS) based on the United States Government Policy and Supporting Positions publication (i.e. the Plum Book), hundreds of Senior Executive Service (SES) leaders, and Flag and General Officers) with unique requirements across four primary networks, supporting approximately 75,000 assets, 97 locations, and 98 mission-specific applications. The majority of assets are at the Pentagon and other Government-leased facilities in the NCR as well as some in Hampton Roads, Virginia.

1.2.3. JSP Organization: The JSP is responsible for the installation, operation, and maintenance of the enterprise infrastructure. The JSP is organized into service centers, divisions, and branches. The JSP is comprised of the following five (5) functionally-aligned organizational centers:

1.2.3.1. Business Resource Center (BRC): The BRC provides timely, accurate, and compliant human and financial resources in support of the JSP mission; furthermore, the BRC provides acquisition and asset management support for the JSP.

1.2.3.2. Cyber Security Center (CSC): The CSC provides security services for Pentagon customers and their assets. These recognized assets are located physically within the Pentagon and various NCR locations. Information Assurance (IA) and Mission Assurance Directorate addresses a variety of security issues, including security architecture design, security policy, security incident response, and security management of JSP equipment and personnel. The CSC ensures the integrity, confidentiality, and attribution of all information accessed whenever and wherever needed.

1.2.3.3. Customer Service Center: The Customer Service Center provides dependable IT services for Pentagon and NCR customers through responsive and timely resolutions that capitalizes on innovative technologies. The Customer Service Center is comprised of six (6) divisions.

(1) External Customer Support

(2) Tier I Service Desk

(3) Tier II Desktop Support

(4) Video Conference (VTC) Services

(5) Customer Engagement

(6) Very Important Person (VIP) Services

1.2.3.3.1. The Customer Service Center provides unclassified and classified (Secret) enterprise computing, backup, storage and facility infrastructure management in support of all components of the Pentagon Community and application hosting for customers worldwide. Data Center Infrastructure consists of mainframe and open systems platforms. Data Center Services manages storage, fiber channel connectivity and application failover for tenants to ensure that their command, control, and continuity of business applications can be supported regardless of the operational state of the Pentagon and the Pentagon's IT resources. As the JSP’s enterprise-wide user-facing group, the Customer Service Center’s functions includes the following:

(1) Tier I Call Center Support

(2) Tier II Deskside and Remote Support

(3) User Account Management

(4) Desktop Services

(5) Wireless/Mobile Device Support

(6) Very Important People VIP Support

(7) Enterprise Managed Print Services

(8) Customer Relations Management

(9) Strategic Communications

(10) End User Training

(11) VTC and Cable Television

1.2.3.4. Architecture, Configuration, Engineering, and Solutions (ACES) Center: The ACES Center provides guidance and develops strategies to modernize and advance the JSP. The ACES Center assists with providing customers with the best possible, most effective, and most efficient enterprise processes and solutions. The ACES Center is responsible for technology standards, technical architecture, thought leadership, and the enterprise laboratory. It operates and maintains the JSP test environments well as maintains an ongoing analysis of the current and desired end-state of the JSP.

1.2.3.5. Enterprise Services Center (ESC): The ESC ensures the JSP network functions effectively and efficiently to support the JSP mission. Other major roles of the ESC include infrastructure engineering, developing budgets for technical submissions (rough order of magnitudes (ROMs), costs, spend plans, business case analyses, etc.) and leading lifecycle management planning.

1.2.3.5.1. Hampton Roads (HR): HR has two main campuses, one in Norfolk and one in Suffolk, and primarily supports the Joint Staff (JS) customers in those locations. HR hosts local services for system best not provided over the Wide Area Network. These services include Virtual Desktop Infrastructure, Storage Systems, print, authentication, and patch distribution. There is a service desk located at each location.

1.3. Objectives: The overall objective of this acquisition is to provide a seamless cost effective operational support for specific enterprise managed print services capability.

1.3.1. A supporting objective is to also understand the current operating environment of the JSP and to leverage mature capabilities and industry best practices to improve efficiency and reduce complexity in order to enhance the JSP’s IT support services. Overall objectives include adapting and implementing the following:

(1) Customer Fulfillment: Meet customer needs through exceptional customer service and effective IT solutions that are consistent, flexible, and timely.

(2) Customer Trust: Strengthen organizational integrity by improving service reliability through the proactive identification and resolution of potential problems allowing customers to count on consistent, high-quality service.

(3) Agility: Establish and maintain a scalable and flexible IT capability that quickly and effectively adapts to the dynamic JSP environment without disrupting the customer.

(4) Leadership: Deliver effective IT management and support capabilities by using a Systems Engineering discipline, innovative approaches, and exceptional problem-solving skills to identify, troubleshoot and resolve customer challenges.

(5) Maturity: Improve the formality and optimization of JSP’s processes in order to better manage quality, risk and the knowledge base.

(6) Interoperability: Reduce operational complexity within the JSP environment and eliminate barriers that impede information sharing to improve support for JSP’s cross-organizational, segmented and geographically diverse customer base.

1.3.2. The JSP seeks to deliver responsive IT services and support to its customers in the most efficient manner possible. As the centralized IT service provider, the JSP can bring to bear its full capability to realize its vision to “be the creative catalyst for solutions that guarantee mission success.” To achieve this state, JSP applies the following five strategies to all of its business operations: (1) Reduce Complexity; (2) Sustainment; (3) Rapid Provisioning; (4) Enable the Enterprise; and (5) Improve Security.

1.4. Scope: The Contractor shall provide the following types of IT Services and Support to include the following:

(1) Customer very important person (VIP) support

(2) General customer support

(3) Management services

(4) Maintenance

(5) Supplies

(6) Relocations

(7) Deployments

(8) Onboarding

1.4.1. JSP Operational Environment: The JSP provides service on the USER and/or Resource domain to approximately 30,000 Non-Classified Internet Protocol Router Network (NIPRNet) and 7,500 Secret Internet Protocol Router Network (SIPRNet) end-user workstations. These workstations are in the process of being migrated from Windows 7 SP1 to Windows 10. The domain is also inclusive of approximately 1450 iPads/iPhones, 225 Android devices, and approximately 6,500 mobile devices, and 54 DOD Mobility Classified Capability (DMCC) devices. The print environment consist of approximately 1,900 multi-functional devices, 2,500 networked print devices and 1,600 standalone printers. Additionally there are an estimated 140 plotters.

1.4.1.1. Technical Support Tiers: The JSP’s Technical Support Tiers can be characterized as:

1.4.1.2. Support Levels: Support to JSP customers can be characterized as:

1.4.1.3. Impact: Determining impact is a measure of the effect of an Incident, Problem, or Change on business processes. Impact is often based on how Service Levels will be affected. Impact and Urgency are used to assign priority:

JSP Impact

· Five (5) or more organizations affected

· Negligent Disclosure of Classified Information (NDCI)

· 11-19 Level I users affected

1.4.1.4. Urgency: Determining urgency is based on how long it will be until an incident has a significant impact on the business. For example, a high impact incident may have low urgency if the impact will not affect the business until the end of the financial year. Impact and Urgency are used to assign priority:

JSP Urgency

· System is currently impacted and immediate action is needed to resolve the issue

· Service is degraded or slow

· Intermittent or potential problem but normal work can continue

· Incident type is a user Service Request

1.4.1.5. Priority: Calculating Priority is determined as a function of Impact and Urgency:

JSP Impact

1.4.1.6. Priority Weight: Priority Weight is determined as a function of Impact and Urgency (see 1.4.1.5):

JSP Priority Weight

1 – Critical

2 – High

3 – Medium

4 – Low

1.4.2. JSP Customers: The JSP services the DOD in the NCR and other select locations. The JSP customers include, but are not limited, to the following:

1.4.2.1. Office of the Secretary of Defense (OSD):

OSD Customers

Secretary of Defense

Deputy Secretary of Defense

Executive Secretary of the Department of Defense

Under Secretary of Defense for Acquisition, Technology and Logistics (AT&L)

Under Secretary of Defense Comptroller/Chief Financial Officer (USD(C)/CFO)

Under Secretary of Defense for Intelligence

Under Secretary of Defense for Personnel and Readiness (P&R)

Under Secretary of Defense for Policy

Deputy Chief Management Officer

Assistant Secretary of Defense for Acquisition (ASD(A))

Assistant Secretary of Defense for Asian & Pacific Security Affairs (APSA)

Assistant Secretary of Defense for Global Strategic Affairs (ASD(GSA))

Assistant Secretary of Defense for Health Affairs (HA)

Assistant Secretary of Defense for Homeland Defense and Global Security

Assistant Secretary of Defense for International Security Affairs (ISA)

Assistant Secretary of Defense for Legislative Affairs (LA)

Assistant Secretary of Defense for Logistics and Materiel Readiness (L&MR)

Assistant Secretary of Defense for Chief Information Officer (DOD CIO)

Assistant Secretary of Defense for Nuclear & Chemical & Biological Defense Programs (NCB)

Assistant Secretary of Defense for Operational Energy Plans and Programs (OEP&P)

Assistant Secretary of Defense for Public Affairs (PA)

Assistant Secretary of Defense for Manpower and Reserve Affairs (M&RA)

Assistant Secretary of Defense for Readiness (ASD(R))

Assistant Secretary of Defense for Research & Engineering ASD(R&E)

Assistant Secretary of Defense for Special Operations and Low Intensity Conflict (SO/LIC)

Assistant Secretary of Defense for Strategy, Plans and Capabilities

General Counsel of the Department of Defense

Inspector General of the Department of Defense

Director of OSD Cost Assessment and Program Evaluation (CAPE)

Director of Operational Test and Evaluation (DOT&E)

Assistant to the Secretary of Defense for Intelligence Oversight (IO)

Director of Administration and Management (DA&M)

Deputy Under Secretary of Defense for Advanced Systems and Concepts

Deputy Assistant Secretary of Defense for Civilian Personnel Policy

Deputy Assistant Secretary of Defense Manufacturing and Industrial Base Policy

Deputy Under Secretary of Defense for Installations and Environment (I&E)

Deputy Under Secretary of Defense for Logistics and Material Readiness

Deputy Assistant Secretary of Defense for Military Community and Family Policy

Deputy Assistant Secretary of Defense for Military Personnel Policy

Deputy Assistant Secretary of Defense for Wounded Warrior Care and Transition Policy

Joint Chiefs of Staff (JCS)

Joint Staff

1.4.2.2. Department of the Army:

Army Customers

Administrative Assistant to the Secretary of the Army

Army Auditor General

Assistant Chief of Staff, Installation Management

Assistant Secretary of the Army for Acquisition, Logistics and Technology

Assistant Secretary of the Army for Civil Works

Assistant Secretary of the Army for Financial Management and Comptroller

Assistant Secretary of the Army for Installations and Environment

Assistant Secretary of the Army for Manpower and Reserve Affairs

Chief of Chaplains

Chief Information Officer

Chief of Engineers

Chief of Staff of the Army

Chief, National Guard Bureau

Department of the Army National Cemeteries

Director of the Army Staff

Deputy Under Secretary of the Army

Deputy Chief of Staff, Army G-1 (Personnel)

Deputy Chief of Staff, Army G-2 (Intelligence)

Deputy Chief of Staff, Army G-3/5/7 (Operations)

Deputy Chief of Staff, Army G-4 (Logistics)

Deputy Chief of Staff, Army G-8 (Financial Management)

Chief, Army Reserve

Chief, Legislative Liaison

Chief, Public Affairs

General Counsel

The Inspector General

The Judge Advocate General

The Surgeon General

Secretary of the Army

Army Office of Small Business Programs

Sergeant Major of the Army

Under Secretary of the Army

Army Chief of Engineers

Vice Chief of Staff of the Army

1.4.2.3. Department of the Navy:

Navy Customers

Assistant Secretary of the Navy (Research, Development and Acquisition)

Assistant Secretary of the Navy (Manpower and Reserve Affairs)

General Counsel

Assistant Secretary of the Navy (Financial Management and Comptroller)

Assistant Secretary of the Navy (Energy, Installations and Environment)

Chief of Naval Information (CHINFO)

Office of Legislative Affairs

Chief of Naval Research (CNR)

Judge Advocate General

Inspector General

Auditor General of the Navy

Sexual Assault Prevention and Response Office

Office of Small Business Programs

Deputy Under Secretary of the Navy for Policy (P)

Deputy Under Secretary of the Navy for Manpower (M)

Naval Criminal Investigative Services (NCIS)

Secretary of the Navy

Under Secretary of the Navy

1.4.2.4. Department of the Air Force:

Air Force Customers

Under Secretary of the Air Force

The Deputy Under Secretary of the Air Force for International Affairs

The Deputy Under Secretary of the Air Force for Space Programs

Assistant Secretary of the Air Force for Acquisition

Assistant Secretary of the Air Force for Financial Management and Comptroller

Assistant Secretary of the Air Force for Installations, Environment and Logistics

Assistant Secretary of the Air Force for Manpower and Reserve Affairs

General Counsel of the Department of the Air Force

Inspector General of the Air Force

Chief of Legislative Liaison

Administrative Assistant to the Secretary of the Air Force

Auditor General of the Department of the Air Force

Air Reserve Forces Policy Committee

1.4.2.5. Other:

Other Customers

Armed Services Board of Contract Appeals

Department of Homeland Security

Department of Justice

Drug Enforcement Administration

Equal Employment Opportunity

Executive Office of the President

Federal Aviation Administration

International Trade Administration

North Atlantic Treaty Organization

Physical Disability Agency

United States Coast Guard

United States Court of Appeals for the Armed Forces

Veterinary Services Systems Management

1.5. Period of Performance: The Period of Performance (POP) shall be for: base period of twelve (12) months with four-twelve month option periods

1.6. General Information:

1.6.1. Program Management: The Contractor for this award is responsible for ensuring all Contractor and subcontractor personnel are responsive and capable of meeting all applicable deliverables. The Government expects the Contractor to direct and prioritize all actions in support of this PWS. The Contractor shall ensure their proposal clarifies the management structure.

1.6.1.1. Award Management: The Contractor shall be responsible for ensuring all reports, metrics, and analyses are available and quantify that the required deliverables have been achieved.

1.6.1.2. Program Administrative/Financial Status Report: The Contractor shall manage and perform all activities related to this award up to the point of completing the transition-out. The Contractor shall provide and manage resources to execute tasks and produce deliverables as defined in this PWS. The Contractor shall be responsible for providing, managing, and overseeing its personnel as well as any subcontractor efforts used in performance of this PWS. The Contractor shall be responsible for providing the Government with accurate and timely statuses regarding tasks and performance on this PWS. The Contractor shall document processes for onboarding new employees through its processes and Government processes in order to ensure timely onboarding of personnel.

1.6.1.3. Monthly In-Progress Review (IPR): The Contractor shall provide a monthly IPR in order to inform the Government on the overall status of the service being provided by the Contractor. The Lead Program Manager shall plan, schedule, and conduct monthly IPRs to fully demonstrate to the Government that they have met or exceeded all deliverables of this PWS. The IPR shall not exceed three hours, and it shall be comprehensive in nature and not provide ambiguous comments. All deliverables shall be quantifiable and traceable. The Program Manager shall be expected to develop processes and procedures to demonstrate successful performance of all deliverables. The briefing format shall use Microsoft PowerPoint for efficient representation of information. The detailed deliverable products called out in the performance requirements shall be reviewed with directed Government team leads prior to the briefing. This stepped approach shall provide for appropriate and efficient review of all deliverables.

1.6.1.3.1. For the IPR, the Contractor shall, at minimum:

(1) Provide weekly and monthly reports requested in this contract that substantiate the work the Contractor has performed.

(2) Provide a senior leader briefing that accurately summarizes the current state of contract operations.

(3) Provide an ODC cost update.

(4) Provide a schedule update on activities.

(5) Provide an update on accomplishments.

(6) Provide an update on the status of challenges to the contract performance.

(7) Provide a verifiable metrics update that supports the achievement of the JSP’s performance metrics as identified in Technical Exhibit 1.

(8) Provide overall project and contract risks.

(9) Provide an overall update of project work upcoming in the next thirty (30) to ninety (90) days.

(10) Post all IPR briefings to a Contractor-designated SharePoint site on the JSP portal.

(11) Conduct reviews of deliverables with Government team leads in all task areas not less than three business days prior to the overarching Monthly Performance Review.

(12) Conduct IPRs at the team level.

1.6.2. 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 (QCP) is the means by which the Contractor assures itself that its work complies with the requirement of the contract. The QCP shall be delivered via electronic mail within thirty (30) days of contract award. Amendments/changes to the QCP shall be delivered to the Contracting Officer’s Representative (COR) and Contracting Officer (KO) within three (3) business days following any change.

1.6.3. Quality Assurance: 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).

1.6.3.1. The Government shall use a QASP to monitor the quality of the Contractor’s performance. The oversight provided for in the contract and in the QASP shall help to ensure that service levels reach and maintain the required levels throughout the contract term; furthermore, the QASP provides the Government Technical Representative (GTR) with a proactive way to deter unacceptable or deficient performance, and it also provides verifiable input for the required Past Performance Information Assessments. The QASP will be finalized immediately following award and a copy provided to the Contractor after award. The QASP is a living document and may be updated by the Government.

1.6.3.2. The Contractor shall ensure the quality of products and services delivered under this contract. The Contractor shall apply industry standards and best practices quality assurance practices in program management to include, at a minimum, identification of quality control factors and processes, evaluation methods, performance monitoring and process improvement.

1.6.4. Recognized Holidays: The Contractor shall be required to perform service on Recognized Holidays. Support on Recognized Holidays shall be performed through a flexible time management process coordinated by the Contractor and approved by the Government. Recognized Holidays are identified as follows:

Recognized Holidays

1.6.5. Hours of Operation: The Contractor shall be responsible for providing on-site support capable of meeting the required contract deliverables as indicated. After-hours support is required for critical and high priority tickets that cannot wait until the next business day. The Government shall not be charged overtime for critical and high priority on-call tickets unless the Government has approved such charges. A summary of the JSP’s Hours of Operation is listed in the table below:

1.6.5.1. The Contractor shall provide support during core business hours and on call support during non-core business hours except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government-directed facility closings. For other than firm fixed price contracts, the Contractor shall not be reimbursed when the Government facility is closed for the above reasons. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. During extended absences (defined as more than ten (10) consecutive workdays) of assigned contractor personnel, the Contractor is responsible for providing a replacement who is fully qualified to perform all the requisite duties of the absentee employee, and has the necessary clearances and access to government buildings and computers prior to such an absence. The Contractor must provide the replacement employee within 30 days of the standing employee’s notice of an anticipated absence greater than 10 ten (10) consecutive workdays. ” When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.5.2. Contingency Operations and Contingency Plan: The Contractor shall provide after award a plan per Defense Federal Acquisition Regulation Supplement (DFARS) 252.237-7023 to perform EMPS support, which have been determined to be essential contractor services, in support of mission-essential functions. If the Government is closed due to weather, then staffing should implement their inclement weather plans to ensure the delivery of the support outlined in this PWS.

1.6.6. Place of Performance: The primary place of performance is in the NCR. The primary duty location is the Pentagon, Mark Center, and the JSP warehouse in Springfield. Individual Contractor personnel may be designated as essential personnel to support contingency operations at alternate Government locations during actual emergencies and emergency exercises. This contract does not provide onsite support to Hampton Roads, VA.

1.6.6.1. The Contractor shall provide daily services at the following locations:

(1) Crystal City – Arlington, VA

(2) Mark Center – Alexandria, VA

(3) Pentagon – Arlington, VA

(4) Ft. Myer, VA

(5) Fort Belvoir, VA

(6) Fort Meade, MD

(7) Rhode Island

(8) Other Government sites within the NCR as defined in 10 U.S.C. 2674, “Operation and control of Pentagon Reservation and defense facilities in National Capital Region”

(9) GO/VIP Quarters within the NCR

(10) COOP sites inside and outside the NCR (COOP Site (J), L, M, R, and Z, as required; Contractor or Contractor employee’s premises, as permitted by the Government on a case by case basis (COOP locations shall be identified after contract award)

(11) Other Government-approved sites which may require remote access or remote support on a case by case basis

1.6.6.2. Alternate Place of Performance – Contingency Only: As determined by the Government, the Contractor employees may be required to work at an alternate place of performance (e.g. home, Contractor’s facility, or another approved activity within the local travel area) in cases of unforeseen conditions or contingencies (e.g. pandemic conditions, exercises, Government closure due to inclement weather, etc.). Non-emergency/non-essential Contractor personnel should not report to a closed Government facility. The Contractor shall prepare all deliverables and other contract documentation utilizing Contractor resources. To the extent possible, the Contractor shall use best efforts to provide the same level of support as stated in the PWS.

1.6.6.3. EMPS Continuity of Operations (COOP) and Disaster Recovery (DR): The Contractor shall support JSP COOP execution to ensure the continuity of all mission critical services provided under this contract in the event of an emergency impacting normal support. Situations that have occurred in the past are generally weather related that limit the operation of Government facilities. During these periods, the staff operates predominantly via telework. Some personnel are required to report to duty locations; therefore, technician support on-site may be required. In support of EMPS COOP and DR, the Contractor shall:

(1) Identify and document Contractor staff and their roles and responsibilities that will support the mission during emergency situations.

(2) Upon request of Government, provide 100% personnel accountability status of contract staff at any time, including throughout the duration of any emergency.

1.6.7. Security Requirements: This section shall be considered a supplement to Block 13 of the Government-provided DD Form 254, Contract Classification Specification. The following security requirements shall apply to this effort.

References:

a. DISA Form 786, DISA Statement of Information System Use and Acknowledgement of User Responsibilities

b. DISA Policy Letter, Unauthorized Connections to Network Devices, 11 September 2013

c. DISA Instruction (DISAI) 240-110-8, Information Security

d. DISAI 240-110-36, Personnel Security

e. DISAI 240-110-38, Industrial Security

f. DISAI 630-230-19, Cybersecurity

g. DODM 5200.01, Vol 1-4 Information Security Program, 24 February 2012

h. DOD 5200.2-R, DOD Personnel Security Program

i. DOD 5220.22-M, National Industrial Security Program Operating Manual, February 2006 Incorporating Change 02 May 2016

j. DOD 5220.22-R, Industrial Security Regulation

k. DODM 5105.21 Sensitive Compartmented Information (SCI) Administrative Security Manual: Administration of Information and Information Systems Security (if applicable)

1.6.7.1. Facility Security Clearance: The work to be performed under this contract/order is up to the Secret level; therefore, the company must have a final Secret Facility Clearance from the Defense Security Service Facility Clearance Branch.

1.6.7.2. Security Clearance and Information Technology (IT) Level: All personnel performing on or supporting this contract/order in any way shall be an U.S. citizens. The personnel security requirements for this contract/order cover the individuals supporting the Task Areas delineated in the table below. Contractor personnel must possess the interim or final security clearance and interim or final IT-level eligibility delineated in the table below when performance starts.

JWICS hardware support is less than 5% of the contract level of effort. Most restoral issues are related to consumable supplies i.e. fusers, drums, or other very simple technical issues.

1. JSP provides hardware support for all classifications.

2. For SECRET and Top SECRET spaces customers are required too:

a. Sanitize the room of any material that is in site in accordance with DOD practices for guest who do not have the necessary security clearance level or need to know.

b. Escort personnel throughout the time of the visit.

c. Escort should screen the print device for any printed materials that may be in or on the device.

3. Tech will:

a. Provide any printed material recovered during troubleshooting to the escort for disposition.

b. Provide any routine maintenance on the system within the customer space.

c. If device is required to be removed the technician will sanitize the device in the following manners of sanitization:

i. Disconnect device from network.

ii. SECRET systems-run the DOD approved sanitizing program on the system. This potentially takes several hours to run.

iii. Top SECRET systems-remove the hard drives and provide to the customer for proper disposition.

iv. Clear all labels from the systems after sanitization.

4. System software updates should be performed via the network the device operates on when possible. i.e. load the DVD or software on a workstation, then remotely update the system.

a. In the event that a device requires a laptop or USB installed update the system will be required to be sanitized to an unclassified state following procedures in 3.c. Once sanitized a USB connected device can be utilized to update the system.

1.6.7.2.1. Individuals support PWS Tasks / Subtasks that require(s) security clearance will, immediately upon hire, require access eligibility adjudicated by the Defense Intelligence Agency or other federal adjudications facility to perform their duties. Processing for eligibility will be coordinated with the supporting Government Security Manager and will begin immediately upon start of duty performance under this contract/order.

1.6.7.3. Visit Authorization Letter (VAL): Visit requests shall be processed and verified through the Joint Personnel Adjudication System (JPAS) to SMO DKABAA10 and SMO DKADAL. JPAS visits for contracts/orders are identified as “Other” or “TAD/TDY” and will include the Contract/Order Number and ADP/IT-Access level of the contract/order in the Additional Information section. Contractors that do not have access to JPAS may submit visit authorizations by e-mail in a password protected .pdf to the Contracting Officer Representative (COR) or Alternate COR.

If JPAS is not available, the VAL must contain the following information on company letterhead:

· Company name, address, telephone number, assigned CAGE Code, facility clearance

· CAGE CODE

· Contract/Order Number

· Name, SSN, date and place of birth, and citizenship of the employee intending to visit

· Certification of personnel security clearance and any special access authorizations required for the visit (type of investigation & date, adjudication date & agency, and IT access level)

· Name of COR/Alt COR

· Dates or period the VAL is to be valid

1.6.7.4. Security Contacts: DISA Security Personnel can be contacted for Industrial or Personnel Security related issues at (301) 225-1235 or via email at:

For Center or Directorate-specific security related matters, contact the Directorate or Center Security Manager at:

Security Manager Contact Information:

Name: Reginald Ellison, JSP Security Manager Phone Number: (571) 372-5075 E-mail: reginald.r.ellison.civ@mail.mil

1.6.7.5. Information Security and other miscellaneous requirements:

1.6.7.5.1. Contractor personnel shall comply with all local security requirements including entry and exit control for personnel and property at the government facility.

1.6.7.5.2. Contractor employees shall be required to comply with all Government security regulations and requirements listed in this contract. Initial and periodic safety and security training and briefings will be provided by Government security personnel. Failure to comply with Government security regulations and requirements listed in this contract shall require the company to provide the Government with a written remediation/corrective action plan; furthermore, failure to comply with such requirements can be cause for removal of the contractor employee.

1.6.7.5.3. Contractor employees with an incident report in JPAS who have had their access to classified suspended will not be permitted to fill positions requiring access to classified information on a this contract/order.

1.6.7.5.4. The Government retains the right to request removal of contractor personnel regardless of prior clearance or adjudication status, whose actions, while assigned to this contract, clearly conflict with the interest of the Government.

1.6.7.5.5. Contractor personnel will generate or handle documents that contain For Official Use Only information at the Government facility. Contractor shall have access to generate and handle classified material only at the location(s) listed in the place of performance section of this document. All contractor deliverables shall be marked in accordance with DODM 5200.1, Vol. 3, Vol. 4, Information Security, DOD 5400.7-R, Freedom of Information Act Program, unless otherwise directed by the Government. The contractor shall comply with the provisions of the DOD Industrial Security Manual for handling classified material and producing deliverables. The contractor shall comply with DISA Instruction 630-230-19.

1.6.7.5.6. The Contractor shall afford the Government access to the contractor’s facilities, installations, operations, documentation, databases and personnel used in performance of the contract/order. Access shall be provided to the extent required to carry out a program of IT inspection (to include vulnerability testing), investigation and audit to safeguard against threats and hazards to the integrity, availability and confidentiality of data or to the function of information technology systems operated on behalf of DISA or DoD, and to preserve evidence of computer crime.

1.6.8. Special Qualifications: Contractor personnel will be required to sign a Non-Disclosure Agreement (NDA). The Contractor shall provide NDAs to the contracting officer within five (5) days after contract award.

1.6.8.1. Non-Key Personnel: The personnel listed below are non-key personnel that identifies the minimum qualifications needed to perform services specified in this PWS:

KEY PERSONNEL #1

Assistant Program Manager

· Demonstrated technical understanding of the print environment. Capable of analyzing user requirement, organization policy, usage levels, restoral history, etc. in making recommendations on system deployments.

· Knowledge of industry accepted standards and best practices related to repair of multifunctional devices referenced.

· Demonstrated ability for oral and written communication with the highest levels of management.

NON-KEY PERSONNEL #2

Print Technician – Hardware Engineer (Senior) (PWS 5.2.1 – 5.2.5)

· Demonstrates high level of understanding on print device theory.

· Capable of complex troubleshooting of multi-functional print device hardware issues.

· Capable of complex troubleshooting with print devices and associated network infrastructure (i.e. scan to email).

· One or more certifications from manufacturers’ service providers on multi-functional print devices.

· Skilled at interacting with customers.

· If personnel will be used for desktop driver installation then Information Assurance Technical (IAT) Level I security certification must be completed.

NON-KEY PERSONNEL #3

Print Technician – Hardware Engineer (Journeyman) (PWS 5.2.1 – 5.2.5)

· Demonstrates high level of understanding on print device theory.

· Capable of complex troubleshooting of multi-functional print device hardware issues.

· One or more certifications from manufacturers’ service providers on multi-functional print devices.

· If personnel will be used for desktop driver installation then Information Assurance Technical (IAT) Level I security certification must be completed.

NON-KEY PERSONNEL #4

Print Technician – Hardware Engineer (Entry Level) (PWS 5.2.1 – 5.2.5)

· Training on print device theory.

· Capable of basic troubleshooting of end user hardware, primarily single function print devices.

· Initiated training to obtain certifications from manufacturers’ service providers on multi-functional print devices.

· If personnel will be used for desktop driver installation then Information Assurance Technical (IAT) Level I security certification must be completed.

NON-KEY PERSONNEL #5

Print Tools Admin/Analyst (Journey) (PWS 5.2.1 – 5.2.5)

· Experience in DOD environment with documenting and submitting necessary artifacts to initiate and maintain accreditation.

· Capable of utilizing all analytical tools to provide proactive service support, ensure all required deliverables are capable of being produced.

· •Strong written and oral communication skills.

· Capable of integrating tools use into team’s process to gain efficiencies.

· Experience using HP Webjet, Canon EMC, or other similar tools.

· Must have analytical skills and attention to detail.

· Level II security certification required.

NON-KEY PERSONNEL #6

Print Logistics - Administration/Clerical (Senior) (PWS 5.2.1 – 5.2.5)

· Attention to detail capable of tracking all parts and supplies from order initiation to installation or disposal.

· Experience with end to end property management of government property.

· Experience with ordering parts and supplies for print devices.

· High level of experience using MS Excel.

NON-KEY PERSONNEL #7

Print Server Manager - Network Specialist (Senior) (PWS 5.2.1 – 5.2.5)

· Understanding of print server capabilities and driver utilization

· Understanding of DOD STIG compliance requirements and implementation for print devices.

· Attention to detail.

· Skilled at interacting with customers.

· Experience with HP Webjet or other similar tools.

· IAT Level I security certification required.

NON-KEY PERSONNEL #8

Print Server Manager - Network Specialist (Journey) (PWS 5.2.1 – 5.2.5)

· Understanding of print server capabilities and driver utilization

· Understanding of DOD STIG compliance requirements and implementation for print devices.

· Attention to detail.

· Skilled at interacting with customers.

· Experience with HP Webjet or other similar tools.

NON-KEY PERSONNEL #9

Print Server Manager - Network Specialist (Entry) (PWS 5.2.1 – 5.2.5)

· Capability to learn print server capabilities and driver utilization

· Understanding of DOD STIG compliance requirements and implementation for print devices.

· Attention to detail.

· Skilled at interacting with customers.

· Capability to learn HP Webjet or other similar tools.

1.6.8.2. Personnel Certifications: The Contractor shall ensure that all personnel accessing information systems have the proper and current information assurance certification to perform information assurance functions in accordance with DOD 8570.01-M, Information Assurance Workforce Improvement Program. The Contractor shall provide documentation at proposal submission supporting the information assurance certification status of personnel performing information assurance functions.