AV_VTC_PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

Joint Service Provider (JSP)

Audio-Visual/Video Conference (AV/VTC) Support Services

13 June 2018

PART 1

GENERAL INFORMATION

1. GENERAL: This is a non-personal services contract to provide Information Technology (IT) Support Services – Audio-Visual/Video Conference (AV/VTC) Support Services. The Government shall not exercise any supervision or control over the contract service providers performing the services. 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 AV/VTC Support Services 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 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 Supported Agencies to assess mission critical impacts and changes in DOD strategic direction. The JSP collects, manages, stores, controls and monitors its Supported Agencies’ data to ensure integrity and protection. The JSP also supports the transactional business of its Supported Agencies 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 JSP 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 42,590 users at Supported Agencies (including 28 Presidential Appointees needing Senate confirmation (PAS), 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 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 Supported Agencies 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 Supported Agencies 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) 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 users 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 user-facing group, the Customer Service Center’s functions include 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) VIP Support

(7) Customer Relations Management

(8) Strategic Communications

(9) End User Training

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 Supported Agencies 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) Supported Agencies 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 objectives of this acquisition are to (1) satisfy JSP customer needs for secure, accessible, and stable AV/VTC Support Services; (2) continuously improve end-to-end service levels; (3) capitalize on IT Management best practices, such as the Information Technology Infrastructure Library (ITIL), Project Management Body of Knowledge (PMBOK), and Capability Maturity Model Integration (CMMI); and (4) reduce JSP total cost of ownership consistently over time.

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 AV/VTC 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 Supported Agencies 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 Supported Agencies 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) Audio-Visual/Video Conference (AV/VTC) Support Services

(2) AV/VTC Program Management Support Services

(3) AV/VTC Operations and Maintenance Support Services

(4) AV/VTC Sustainment Support Services

(5) AV/VTC Procurement and Installation Management Support Services

(6) AV/VTC Systems Configuration Management Support Services

(7) AV/VTC Systems Enterprise Architecture Support Services

(8) Optional On-Boarding AV/VTC Support Services

(9) AV/VTC Systems Dedicated Services

(10) Optional Dedicated Headquarters, Department of the Army (HQDA) AV/VTC Support Services

(11) Optional Dedicated Joint Staff (JS) AV/VTC Support Services

(12) Optional Dedicated Defense Security Cooperation Agency (DSCA) AV/VTC Support Services

(13) Optional Dedicated Office of the Secretary of Defense (OSD) AV/VTC Support Services

1.4.1 Support Levels: Support to JSP Supported Agencies can be characterized as:

JSP Customer Profiles1 Description

Level I Service Desk user characterization consisting of knowledge workers (neither “Gold” nor “Platinum” VIPs) and contractor support (~41,500 users).

Level II “Gold” Service Desk user characterization consisting of military General Officers (O- 7 to O-8) and SES Level I-II (~720 users).

JSP Customer Profiles1 Description

Level III “Platinum” Service Desk user characterization consisting of military General Officers (O- 9 to O-10), SES Level III, PAS, and their designated “plus one.” Also included is a select sub-set of VIPs (~370 users).

1These user numbers consist of all users that will be supported by the JSP; however, Army users are anticipated to on-board into the JSP enterprise beginning in August 2018. Army users consist of approximately 15,000 Level I users and 290 VIP users (270 Level II users & 20 Level III). The Contractor shall be expected to support a reduced total number of users prior to the on-boarding of Army users. The Contractor shall scale its staff and level-of-effort appropriately to support a total user number before and after assumption of Army users.

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

Extensive

• Fifty (50) or more total users affected

• Five (5) or more organizations affected

• Negligent Disclosure of Classified Information (NDCI)

Significant • One (1) or more Level II/III users affected

• 11-19 Level I users affected

Moderate • 2-10 users affected Minor • Single user or internal support database 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

Critical • Level III user affected

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

High • Level II user affected

• Service is degraded or slow

Medium • Service is degraded or slow but a workaround exists

Low

• Level I user affected

• 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 Extensive Significant Moderate Minor 1 2 3 4

JSP

Urgency

Critical 1 1 1 2 2 High 2 1 2 2 3

Medium 3 2 3 3 3 Low 4 4 4 4 4

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 Service Level Agreement (SLA): Through the creation and management of SLAs, the JSP shall ensure efficient provisioning of services so Supported Agencies are fully satisfied with the services they receive and that service level data is regularly monitored, analyzed, and reported.

1.4.2.1. Standard Eligibility: Standard eligibility includes all JSP Supported Agencies located within the Pentagon Reservation, NCR, designated Hampton Roads locations, and other select locations. Supported Agencies assigned to an organization or component serviced by the JSP, but not physically located within the NCR, shall be handled on a case-by-case basis as an above-standard request.

1.4.2.2. Maximum service delivery times are identified below and begin when the customer or end-user submits the request to JSP, unless otherwise noted. Prerequisites required before a service can be delivered will be noted under each service.

1.4.2.3. Availability refers to “up-time,” or the degree to which a service or system is in an operable state and can be committed at the start of a mission when the mission is called for at an unknown (random) point in time.

1.4.3. JSP Supported Agencies: The JSP services the DOD in the NCR and other select locations. The JSP Supported Agencies include, but are not limited, to the following:

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

OSD Supported Agencies 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

OSD Supported Agencies 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

1.4.3.2. Department of the Army:

Army Supported Agencies 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

1.4.3.3. Department of the Navy:

Navy Supported Agencies 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)

Navy Supported Agencies 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

1.4.3.4. Department of the Air Force:

Air Force Supported Agencies 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

1.4.3.5. Joint Staff (JS):

Joint Staff Supported Agencies Joint Chiefs of Staff (JCS) Joint Staff

1.4.3.6. Other:

Other Supported Agencies 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 a one (1) month Phase In Period, a Base Period of eleven (11) months and four (4) 12-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.

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 Lead 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 a 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 metrics update that supports the achievement of the JSP’s performance metrics.

(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 IPRs at the team level.

1.6.2. Quality Control (QC): 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 email 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 (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).

1.6.3.1. 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 with a copy provided to the Contractor.

1.6.3.2. The Contractor shall ensure the quality of products and services delivered under this contract. The Contractor shall apply industry standards, best practices, and 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) New Year’s Day (2) Martin Luther King Jr.’s Birthday

(3) President’s Day (4) Memorial Day

(5) Independence Day (6) Labor Day

(7) Columbus Day (8) Veteran’s Day

(9) Thanksgiving Day (10) Christmas Day

1.6.5. Hours of Operation: The Contractor shall be responsible for providing on-site support capable of meeting the required contract deliverables during core business hours. 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 Level III tickets. Non-Level III tickets require Government approval for after-hours support charges. The contractor shall not perform any hours outside the core business hours without Government approval. A summary of the JSP’s Hours of Operation is listed in the table below:

Hours Description

Core Business Hours

6:00 AM – 6:00 PM Eastern Time (ET) Monday through Friday, NOT including Federal holidays or Government closure. A full work day shall be considered as eight (8) hours. The Contractor shall ensure that their staffing plan provides coverage during Core Business Hours that is capable of meeting the standards established in Technical Exhibit 1, Performance Requirements Summary (PRS).

Service Desk Hours 24 hours per day, 7 days per week, 365 days per year, including Federal holidays and Government closureper FTE

After Hours 6:00 PM – 6:00 AM ET Monday through Sunday, including weekends, Federal holidays, and Government closure.

Overtime Hours For Labor Hour and Time and Material CLINs- If the contractor exceed 40 hours a week, the contractor must receive prior approval from the COR to work overtime hours. .

1.6.5.1. The Contractor shall provide Core Business Hours support except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government-directed facility closings. 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. The Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.5.3. The Contractor shall provide Core Business Hours support for all NCR-based Supported Agencies during core business hours and after-hours as required by the Government (e.g., COOP events). Support locations include, but are not limited to, the Pentagon, Hampton Roads (Norfolk and Suffolk), Mark Center, and Crystal City.

1.6.5.4. Unless otherwise approved by the COR, the Contractor shall perform support services on-site (in Government work spaces) during the JSP’s core business hours from 6:00 AM to 6:00 PM for the purposes of supporting Supported Agencies and the infrastructure.

1.6.5.5. In providing on-call support after-hours, 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. Activity/event-driven on-site support may occur on a scheduled or unscheduled basis.

(1) Scheduled on-site support activities: the Contractor shall report for work at the time and place pre-arranged with the COR. The COR provides written notice to the Contractor at least two (2) business days in advance, and specifies the task areas that require support.

(2) Unscheduled on-site support activities: the Contractor shall arrive on-site (ready to work) at the Government facility within one (1) hour that the Contractor receives notification that on-site support is required.

1.6.5.6. Contingency Operations and Contingency Plan: The Contractor shall provide a plan per Defense Federal Acquisition Regulation Supplement (DFARS) 252.237-7023 to ensure the continuation of 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 Section 5 of this PWS.

1.6.6. Place of Performance: The primary place of performance is in the NCR; however, on-site support may be required at CONUS/OCONUS locations where Government personnel may travel for work.

Contractor personnel may be requested to work at the Alternate Government 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.

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

(1) Crystal City – Arlington, VA

(2) Mark Center – Alexandria, VA

(3) Pentagon – Arlington, VA

(4) Hampton Roads (Norfolk and Suffolk), VA

(5) 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”

(6) Defense Security Cooperation Agency (DSCA) support in Rhode Island

(7) CONUS/OCONUS locations where Government personnel may travel for work

(8) Guantanamo Bay, Cuba shall require on-site support (but not permanently stationed personnel) and other OCONUS locations as required for Office of Military Commissions (OMC) IT mission support.

(9) Defense Legal Services Agency (DLSA)/Defense Office of Hearings and Appeals (DOHA) has a telework site located in 21041 Burbank Blvd Suite 206, Woodland Hills, CA 91367 that requires quarterly visits to update hardware and software. There are currently eight (8) full-time teleworkers that use the notebooks on-site to work via Secure Sockets Layer (SSL)/Virtual Private Network (VPN).

(10) Occasional travel shall be required to support the mission (Crystal City, New York City – United Nations, Pentagon, Norfolk Naval Station, Suffolk).

(11) Belgium, as required

(12) Eglin Air Force Base, as required

(13) GI/VIP Quarters within the NCR

(14) COOP sites inside and outside the NCR (COOP Site (J), COOP Site (L), COOP Site (M), COOP

Site (R), COOP Site (Z)), both CONUS and OCONUS, 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)

1.6.6.2. Telework: The Government may permit telework by Contractor employees for the tasks described within this PWS when it is determined to be in the best interest of the Government in meeting work requirements. Telework shall apply only to NIPRNet. The Contractor must have an established program subject to review by the Government. All telework agreements established by contractor must be submitted to the Government as an deliverable. The Contractor shall monitor, assess, and ensure compliance with DOD Instruction (DODI) 1035.01, Telework Policy. Telework shall be at no additional cost to the Government.

1.6.6.3. 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.). 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.

1.6.7. Type of Contract: The Government shall award a hybrid contract with a combination of Firm-Fixed- Price (FFP), Labor Hour, and Time & Materials (T&M) CLINs.

1.6.8. 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 2016

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)

1.6.8.1. Facility Security Clearance: The work to be performed under this contract is up to the Top Secret (TS) level and will require Sensitive Compartmented Information (SCI) access eligbility for some personnel. Therefore, the company must have a final active Top Secret Facility Clearance from the Defense Security Service Facility Clearance Branch.

1.6.8.2. Security Clearance and Information Technology (IT) Level: All personnel performing on or supporting a DISA contract in any way will be U.S. citizezns. The personnel security requirements for this contract 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.

PWS Task / Subtask Clearance Level IT Level

Access

Level of Classified

Access

Justification for Access to Classified

5.1 – 5.2.3.1 Secret IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to equipment that reside on these networks.

5.3 – 5.3.1, 5.9

Secret to TS/SCI (TS/SCI required for ~20% of the enterprise)

IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to equipment that reside on these networks.

5.4 Secret IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to equipment that resides on these networks.

5.2.3.1, 5.5, 5.6

Secret IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to equipment that resides on these networks.

5.6 TS/SCI IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to equipment that resides on these networks.

Access

Level of Classified

Access

Justification for Access to Classified

5.7 Secret to TS/SCI (TS/SCI required for ~20% of the enterprise)

IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to equipment that resides on these networks.

5.8 Secret to TS/SCI (TS/SCI required for ~20% of the enterprise)

IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to equipment that resides on these networks.

5.10 Secret IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to equipment that resides on these networks.

5.11 TS/SCI IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to equipment that resides on these networks.

5.12 TS/SCI IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to

Access

Level of Classified

Access

Justification for Access to Classified

5.13 Secret IT-I

JWICS

NATO

SAP

SIPRNet

Contractor personnel will be providing support to AV/VTC equipment that resides on JWICS, NATO, SAP, and SIPRNet networks. In order to resolve incidents, service requests, and change requests for users’ AV/VTC equipment, Contractor personnel may require access to

1.6.8.2.1. Individuals that support PWS Tasks/Subtasks that require(s) an interim or a final Top Secret security clearance and an interim or a final IT-I (privileged level systems access) will, immediately upon hire, require Sensitive Compartmented Information (SCI) access eligibility adjudicated by the Defense Intelligence Agency or other federal adjudications facility to perform their duties. SCI processing for SCI eligibility will be coordinated with the supporting Government Security Manager and will begin immediately upon start of duty performance under this contract.

All SCI work under this contract will be monitored by Susnaia D. Butler.

1.6.8.3. Investigation Requirements: All personnel requiring SCI, Top Secret, or IT-I access under this contract shall undergo a favorably adjudicated Tier 5 investigation (formerly known as a Single Scope Background Investigation (SSBI)) as a minimum requirement. The Tier 5 will be maintained current within 5 years and requests for Tier 5 reinvestigation (T5R formerly known as Single Scope Background Period Reinvestigation (SBPR) or Phased Periodic Reinvestigation (PPR)) will be initiated prior to the 5-year anniversary date of the previous Tier 5.

1.6.8.3.1. All personnel requiring Secret access under this contract shall undergo a favorably adjudicated Tier 3 (T3) Investigation formerly known as a National Agency Check, Local Agency Check and Credit Check or Access National Agency Check and Inquiries as a minimum investigation. The Tier 3 Investigation will be maintained current within 10 years and requests for Secret Periodic Reinvestigations will be initiated by submitting a Tier 3R investigation prior to the 10 year anniversary date of the previous Tier 3 Investigation.

1.6.8.3.2. Contractor personnel that do not meet the investigation requirements for Secret IT-I access may be granted such access by the DISA Personnel Security Office (DISA PSO) provided there is no disqualifying information within the adjudicative guidelines that cannot be mitigated. The DISA PSO will request the contractor personnel complete an Electronic Questionnaire for Investigation Processing (e-QIP).

The DISA PSO will review the e-QIP and if there’s no disqualifying information, the individual may be eligible for Interim Secret IT-I access. Once favorable results are returned from the Federal Bureau Investigation (FBI) name and fingerprint check, the National Agency Check portion of the investigation is completed favorable, DISA PSO may grant the Interim Secret IT-I provided all other conditions are met.

Contract personnel found ineligible for Interim Secret IT-I access will not be allowed to support a DISA contract requiring Secret IT-I access and must wait for final favorable adjudications by the appropriate adjudication facility.

1.6.8.4. Adjudication for Secret IT-I access: Favorable Adjudication of any previous T5, T5R, SSBI, SBPR or PPR by any of the DoD Central Adjudication Facility or other federal adjudications facilities within a five year period will be automatically accepted for final Secret IT-I access.

1.6.8.4.1. Prior to granting interim Secret IT-I authorization, the supporting security manager will forward a written request for interim Secret IT-I authorization to DISA PSO for approval. The request for SSBI (e- QIP, FBI name and fingerprint check) must be submitted by DISA PSO to the OPM.

1.6.8.5. Visit Authorization Letters (VAL): Visit requests shall be processed and verified through the Joint Personnel Adjudication System (JPAS) to SMO DKABAA10 and SMO DKADAL. JPAS visits for contractss are identified as “Other” or “TAD/TDY” and will include the Contract Number and ADP/IT- Access level of the contract 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 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 security clearance

• CAGE Code

• Contract 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

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

Defense Information Systems Agency Defense Information Systems Agency ATTN: MP61, Industrial Security ATTN: MP62, Personnel Security Command Building Command Building 6910 Cooper Ave 6910 Cooper Ave Fort Meade, MD 20755-7088 Fort Meade, MD 20755-7088

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

Security Manager Contact Information:

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

1.6.8.7. Information Security and other miscellaneous requirements:

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

1.6.8.7.2. Contractor employees shall be required to comply with all Government security regulations and requirements. 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 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 and the contractor will not be able to provide service on this contract.

1.6.8.7.3. 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 DISA contract.

1.6.8.7.4. The Contractor shall not divulge any information, classified or unclassified, about DoD files, data processing activities or functions, user identifications, passwords, or any other knowledge that may be gained, to anyone who is not authorized to have access to such information. The Contractor shall observe and comply with the security provisions in effect at the DoD facility. Identification shall be worn and displayed as required.

mailto:reginald.r.ellison.civ@mail.mil

1.6.8.7.5. DISA 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.

1.6.8.7.6. 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.

1.6.8.7.7. The Contractor shall afford the Government access to the contractor’s facilities, installations, operations, documentation, databases and personnel used in performance of the contract. 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.

1.6.9. Special Qualifications: Contractor personnel shall be required to sign a Non-Disclosure Agreement (NDA) within five (5) days of contract award and/or when personnel on-board. The Contractor shall also provide the following Special Qualifications:

1.6.9.1. Personnel Certifications: The Contractor shall ensure that 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 meet the applicable information assurance certification requirements, including

(1) DOD-approved information assurance workforce certifications appropriate for each…