Attachment 2 OMC Service Delivery Environment.pdf

ENVIRONMENTAL DOCUMENT

Office of Military Commissions (OMC)

Information Technology Contract

05 December 2019

DISCLAIMER: All information contained in this document is historical information that is being provided by the OMC to give offerors a better understanding of the existing environment and requirements.

Estimates are subject to change.

1. GENERAL: This document provides an overview of the OMC environment. The OMC operates within a complex and dynamic environment, so all information contained in this document reflects the OMC’s best estimates and is subject to change.

2. OMC ORGANIZATIONAL STRUCTURE: The OMC is organized around five (5) customers groups.

The table below identifies the groups within the OMC as it relates to its customers.

Org.

Level

Description

Director Office of Military Commissions

OMC

Organizations

Convening Authority/Office of Court Administration

Trial Judiciary Military Commission

Defense Organization

OMC Guantanamo Bay, Cuba

Office of the Chief Prosecutor

Mission

- Funding and operation of OMC

- Court Operations

- Information Technology

- Manning

- Court Reporting

- provides Judge

- controls court proceedings

- Provides for the Defense of Detainees

- Separate operating Information Technology group that reports directly to MCDO.

- operations and funding for the Convening Authority in Guantanamo Bay, Cuba

- court proceedings are held at this location

- the prosecution group representing the government

3. TECHNICAL SUPPORT TIERS: The OMC IT delivers services through a consolidated support system. The table below describes and characterizes each of the support tiers required for the consolidated support system.

Support Tier

Description

Tier 0 End-user self-service and end-user retrieved information.

Tier I

Basic service support to end-users and groups. Tier I filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, and ticket routing and escalation to Tier II and Tier III support.

Tier II More complex service support requiring involvement of Subject-Matter- Experts (SMEs) and/or on-site support for complex service support requirements that may involve certified engineers or touch labor.

Tier III Expert solutions engineering and platform services technology support.

Tier IV Expert problem management or expert outside-contractor support.

4. CUSTOMER SUPPORT LEVELS: The OMC IT delivers services to a variety of customer profiles that range from Level I to Level III. The table below characterizes the OMC IT three customer support levels.

Customer Profile

Description

Level I Service Desk user characterization consisting of knowledge workers (non- Gold and Platinum VIPs).

Level II “Gold”

Service Desk user characterization consisting of military General Officers (O-7 to O-8) and Senior Executive Service (SES) Level I-II.

Level III “Platinum”

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

5. NETWORK USERS: The tables below define the approximate number of users (Level I/II/III) within the OMC environment that shall be supported under this IT contract. These figures represents the base level of support.

User Group Non-VIP (Level I) Users

MCDO 250

OMC 200

GTMO 20-200

User Group VIP (Level II/III) Users

OMC 3

6. ENDPOINTS: The table below identifies the number of endpoints currently within the OMC environment by asset type. These figures represent the user base identified under Section 2, Network Users.

Endpoint Quantity Workstations 800 Standalone Workstations 20 Network Devices 50 Servers 20 Telephones 300 VTC NIPRNet Endpoints 7 VTC SIPRNet Endpoints 10 VTC JWICS Endpoint 4 Networked NIPRNet Print Devices 100 Networked SIPRNet Print Devices 60 Devices in JWICS Spaces 300 Local Printers 150 Plotters 5

7. APPLICATIONS AND TOOLS: The table below identifies the list of applications and tools that are currently used within the Service Delivery space by functional area. These tools are available as Government-Furnished Property (GFP).

Application Functional Area

Remedy Defense Property Accountability System

(DPAS)

SharePoint

Very Important Person (VIP) Support Service Desk Support Wireless Services Support Telecommunications Services Support Customer Relations Management (CRM) Support

Application Functional Area SharePoint Automatic Call Distribution (ACD) System Action Request System (ARS) DameWare Software Change and Configuration

Management (SCCM) Microsoft Visio (Boards, Commissions, Task

Force/Operations Service Request (BCTF/OSR) Support)

Microsoft Project (BCTF/OSR Support) Others

Service Desk Support

DISA StoreFront Purebred Mobile On-boarding Request Fulfillment

Enterprise Users System (MORFEUS) SharePoint

Wireless Services Support

BMC Service Request Management System Remedy Telecommunication Order & Pricing System –

Electronic Billing (TOPS e*Bill)

Telecommunications Services Support

8. WORKLOAD DATA: The workload data provided below is intended to provide context as to the activities and recurrence of those activities by the Service Delivery functional area. This information is provided on a historical basis, and it is intended to be used as a reference for offerors in developing their staffing mix by functional area.

8.1. VIP Support

VIP Category Environmental/Statistical Information Wellness Visits Conducted daily between 6:30 AM to 7:30 AM ET and 1:00 PM to 3:00 PM ET Level 1 users ~ 380 users in total Level 2 “Gold” ~ 3 users in total

8.2. Service Desk Support

Service Desk Category Environmental/Statistical Information Service Desk Interactions

Monthly average of 600 per month

Service Desk Interactions via Email

Approximately 200 interactions through email

Service Desk Interaction Handle Times

Average handle time of 8 minutes and 30 seconds (00:08:30) per interaction with a peak average interaction volume of 20 per hour

Service Desk Peak Times

8:00 AM to 11:00 AM ET and 1:00 PM to 3:00 PM ET

8.3. Wireless Support

Wireless Category Environmental/Statistical Information Wireless Support Interactions

Average of 10 interactions per month

Service Desk Interaction Handle Times

Average handle time of 30 minutes (00:30:00) per interaction

Wireless Category Environmental/Statistical Information Wireless Support Peak Times

9:00 AM to 2:00 PM ET

Current OMC Components

~200 MobiKEY accounts ~2 MiFis ~300 iPhone devices

8.5. Customer Relations Management (CRM) Support

CRM Category Environmental/Statistical Information CRM Support Peak Times 8:00 AM to 4:00 PM ET

IT Requirement (ITR) Average ITRs related to supported agencies per month is 80. The average open ITR volume per month is 400.

Created Change Coordination Customer Requests (CRQs)

Current average of created Change Coordination CRQs per month is 800 with varying handling times (not to exceed 1,000).

Open Change Coordination CRQs

Average open volume per month is 500.

Weekly Customer Engagement Meetings

50 targeted organizations from the OMC customer base

Development/Processing of Above Standard Requirements

10 new above standard customer organization requirements per month

Customer Data Management and Updates within the CRM Tool

~212 customer organizational profiles (POCs, room numbers, locations, services received, security data (accreditation), billing data, etc.)

10. OMC ASSETS: OMC assets are maintained throughout the NCR and Guantanamo Bay, Cuba. These assets may change by type and/or quantity and age. Warranty for these assets, which may be obtained through manufacturer websites, vary based on the time of purchase and life of model year. The table below identifies the list of assets and their respective models:

Manufacturer Product Type Product Name Model Number

(Hardware) Brother Printer - Travel MW-120 MW-120 Dell Printer - Color 5130CDN 5130CDN Epson Scanner Workforce DS-530 DS-530

Hewlett Packard MFP - Color LaserJet 700 M775

MFP

700 M775

Hewlett Packard Desktop ProDesk 600 G3 600 G3 Hewlett Packard Laptop ProBook 650 G3 650 G3 Hewlett Packard Scanner ScanJet Pro 3000 s2 3000 s2 Jabra / GN Headset Jabra GN-2000 GN-2000 PN:2001-496

LabTec Headset Axis 502 Stereo Headset

Axis 502

Lexmark MFP - Color X954DHE MFD X954DHE Microsoft Tablet Surface Pro 4 4

APC UPS

Smart-UPS 3000VA

LCD RM 2U 120V

SMT3000RM2U

Avocent Corp. Switch SwitchView SC620 SC620

Belkin International, Inc.

Switch Belkin Advanced Secure DVI-I 4-Port USB KVM Switch

Advanced Secure DVI- I KVM Switch

Manufacturer Product Type Product Name Model Number

(Hardware)

BMC Software Inc. Utility BMC Remedy Action Request System Server

BMC Software Inc. Utility BMC Remedy Approval Server

Cisco Firewall 1121 Secure Access Control System

1121 SACS

Cisco Router 4331 4331 Cisco Router 4431 4431

Cisco Switch Catalyst WS-C3850- 24S-S

WS-C3850-24S-S

Cisco Switch Catalyst WS-C3850- 24T

WS-C3850-24T

Cisco Switch Catalyst WS-C3850- 48F-L

WS-3850-48F-L

Cisco VTC EX90 DX90 Cisco VTC SX80 SX80 Cisco Switch Nexus 5696Q 5696Q Cisco Switch Nexus 6001 N6001 Cisco Switch Nexus 7706 7706

Cisco VTC Video Comm Server (Mark Center Only)

Video Comm Server

Dell Server PowerEdge R420 R420 Dell Server PowerEdge R430 R430 Dell Server PowerEdge R720 R720