IDIQ PWS.pdf

Combined Synopsis Solicitation Amendment 03, 07 APR 2011

IDIQ Performance Work Statement Information Technology/Information Management Services Support

George C. Marshall European Center for Security Studies Garmisch-Partenkirchen, Germany

1.0. INTRODUCTION.

1.1. The George C. Marshall European Center for Security Studies (GCMC) is an international educational institution funded by the United States Department of Defense and the German Ministry of Defense. Its mission is to create a more stable security environment by advancing democratic defense institutions and relationships; promoting active, peaceful engagement; and enhancing enduring partnerships between the nations of America, Europe and Eurasia.

1.2. The mission of the GCMC Systems Support Branch, Information Management Division (SSB IMD), Directorate of Business Operations is to provide support for the development, integration, implementation, and operation of computer hardware, software, and associated network and communications systems in support of the GCMC mission. To fulfill its mission GCMC SSB IMD is required to maintain the GCMC network to a 99% guaranteed operational readiness rate.

1.3. This contract is for non-personal services. It does not create employment rights with the U.S. Government whether actual, inherent, or implied. By agreeing to perform the services described in these specifications, the contractor acknowledges that his/her employees are not, and shall not become employees of the U.S. Government. The contractor further agrees not bring any cause of action in any forum claiming employees have become employees of the U.S. Government.

1.4. This contract is a “non-personal services contract” as defined in FAR 37.101.

It is, therefore, understood and agreed that the contractor and/or the contractor’s employees or subcontractor:

1.4.1. Shall perform the services specified herein as independent contractors, not as employees of the Government.

1.4.2. Shall manage and administer the work required and bear sole responsibility for complying with any and all technical, schedule, or financial requirements or constraints attendant to the performance of this contract.

1.4.3. Shall be free from supervision or control by any government employee with respect to the manner or method of performance of the services specified; but

1.4.4. Shall, pursuant to the government’s right and obligation to inspect, accept, or reject the work, comply with such general direction of the Contracting Officer, or the duly authorized representative of the Contracting Officer as is necessary to ensure accomplishment of the contract objectives.

2.0. SCOPE.

The scope of this contract is to provide technical expertise and related information technology/information Management (IT/IM) services for unclassified networks in support of the GCMC. The contractor shall provide services in the English and Russian languages as detailed below. The contractor shall provide IT/IM support for the GCMC at Sheridan Kaserne and Artillery Kaserne, Garmisch-Partenkirchen, Germany, and, where mission dictates. Services performed under this contract shall consist of a full range of IT/IM services, to include but not limited to Information Assurance (IA) support, Network Administration support, Systems Administration support and Help Desk support and training in IT/IM related topics. The contractor shall provide the necessary professional, competent, and dedicated on-site and off-site IT service expertise to perform work as identified in separate performance work statements that will be incorporated into funded task orders under this Indefinite Delivery, Indefinite Quantity (IDIQ) contract.

2.1. MINIMUM GUARANTEE:

The minimum guarantee for this contract is $25,000.00. The minimum guarantee will be satisfied by issuance of the first Task Order immediately following the award of the contract. There is no minimum guarantee for the option periods. The annual Quantity ordered for each Contract Line Item Number (CLIN) (including option years) shall not exceed the Quantity specified for each line item in the Schedule of Prices.

3.0. BACKGROUND.

The following description of services and responsibilities are provided for information purposes and reflect the current GCMC information technology/information management operating environment. Specific tasks to be performed under this contract will be outlined in each task order.

3.1. Overview:

The Marshall Center requires IT support services encompassing two primary categories of services, as follows: (1) Call Center and Help Desk services, and (2) Develop and maintain multiple public and private websites. In addition, the GCMC requires server Systems Administration, Network Management, Information Assurance services, and training in various IT/IM platforms. These services comprise requirements for systems operations, network operations, security management, process management, and service support for unclassified network environments.

3.1.1. Help Desk Services (Tier 1): Tier 1 Help Desk is currently defined as support for all students in any number of simultaneous resident courses. The services may be provided in the English and Russian languages. Currently, the GCMC curriculum supports several resident courses throughout the year, hosting approximately 200 to 300 students at any given time. The current curriculum of resident courses and average class size is subject to change according to mission requirements.

3.1.1.1. Student In-Processing: The contractor may provide student in-processing services for each resident course. The following actions may be performed for students, either individually or in small groups:

-Gather required student information and build Microsoft Active Directory accounts.

-Conduct 1-2 hour orientation sessions in groups of 10-20 to teach students how to login to the network, save and retrieve files, how to find course resources, and how to effectively use all of the Marshall Center IT resources available to them during their courses. Training will also include required Information Assurance briefings.

-Issue network authentication information, to include user IDs, passwords, token cards, and PINs -Assist students in creating free email accounts, if needed (i.e., Gmail, Yahoo Mail) -Coordinate with the Systems Administrator to establish email distribution lists on the Marshall Center email server.

The intent is that all students have working network accounts and are able to communicate with their professors and academic coordinators via email.

3.1.1.2. Call Center and Help Desk Services: The contractor may provide GCMC resident course students with responsive, qualified, and knowledgeable IT Call Center and Help Desk support during normal business hours. Trouble calls shall be received in person, over the telephone, or via the Systems Support Branch trouble ticket system. Telephonic trouble calls and in-person requests shall be entered by the contractor into the trouble ticket system. Typical tasks include restoring student passwords, replacing computers, mice, and keyboards, replacing printer toner, troubleshooting computer problems, and assisting students with burning CDs.

Excellent troubleshooting skills are required. The quoter shall provide Help Desk (Tier 1) Specialists who possess a working knowledge of English and Russian.

English and Russian language skills must be sufficient to fulfill the requirements of this contract (e.g. communicate effectively orally and in writing, troubleshoot computer issues, provide explanations, provide training, etc.). The quoter shall provide evidence of each Help Desk Specialist's working knowledge of English and Russian, either as a native speaker, through formal education (courses completed at an institution of higher learning taught in English and/or Russian and requiring participation in English and/or Russian, e.g. term papers), through English and/or Russian language proficiency certification, or has used English and/or Russian in a work environment where English and/or Russian was the primary means of communication..

3.1.1.3. Student Out – Processing: Upon the completion of each residence course, the contractor shall:

-Collect and recover physical network authentication token cards issued;

-Delete and remove all user accounts from Active Directory;

-Notify the Information Assurance section of all accounts deleted;

-Delete any files related to students in the Public or Group shared drives; and -Coordinate with the Systems Administrator to terminate applicable email distribution lists on the Marshall Center email server.

3.1.2. Help Desk (Tier 2): The contractor may provide hardware and software customer support services to GCMC, including installation, configuration, troubleshooting, customer assistance, domain account maintenance, network connections, office suite utilization, and user training on workstations and other peripheral devices. Other peripheral devices may include, but not be limited to, workstations, printers, servers, scanners, removable storage media, external computer components, speakers, cameras, hubs, cables, routers, CD/DVD drives, tape drives, projectors, televisions and any other device that plugs into a computer.

The contractor shall also perform tasks as needed to assist in maintaining the networks and desktops included but not limited to:

-Deploying new IT equipment and returning surplus equipment to Logistics for disposal;

-Relocating and replacement of PCs, peripherals, and accessories;

-Coordinating with hardware distributors, preparing hardware for mailing to hardware distributors, and replacing inoperative hardware in desktop PCs; and -Installing operating system and productivity software for desktops and laptops.

The GCMC currently services of approximately 500 users and 700 computers, printers, and other peripherals.

3.1.3. Develop and Maintain Public and Private Website Services: The contractor may provide Webmaster services to include web design, development, maintenance, and application programming support for on-line web-based services.

Services currently include support for one public Internet website, two private Intranet websites, as well as several web-based on-line student survey and service request systems used by the GCMC for submitting online requests for support. In addition the contractor may provide training to GCMC website managers.

3.1.4. Training in Select Software Products: The contractor may be required to provide basic computer training in select software products for GCMC computer users. The contractor may be required to provide this training in the English and Russian languages. The majority of GCMC computer training can be satisfied using Commercial Off The Shelf (COTS) products/services; however, the Government reserves the right to order customized training if/when needed.

Customized training for GCMC computer users would be addressed at the task order level. GCMC class size is approximately 10-15 per class period.

3.1.5. Systems Administration Support: The contractor may manage, or assist in managing, approximately 30 Windows servers, to include Domain Controllers, Domain Name System servers, file servers, and several security system servers (Host Based Security System, Insider Threat Focused System, RETINA, Microsoft Systems Center Configuration Manager and others), Enterprise Exchange e-mail, and Outlook Web Access (OWA). In addition, managed services also include CISCO Iron Port Web and email protection appliances, Storage Area Network devices, and backup Tape Library devices. The contractor would ensure the systems are secure and operational 99.0 percent of the time. This support includes hardware and software installation, troubleshooting, scanning, patching, and backup and restoration of internal servers and maintenance of Group Policy objects.

3.1.6. Network Management Support: The contractor may support units with planning, installing, operating, maintaining, modeling, and protecting data networks. The contractor may design networks that ensure proper redundancy, create internal networks through use of the open systems interconnection (OSI) model and management of the Transmission Control Protocol/Internet Protocol (TCP/IP) stack, plan and implement procedures to monitor and maintain network telecommunications links and such hardware as routers, switches, and Intrusion Detection Systems, install, configure, operate, and maintain such devices as routers, switches, content engines, and firewalls, and model and diagram networks utilizing current modeling/networking tools.

3.1.7. Information Assurance (IA) Support: The contractor may perform IA requirements set forth in applicable DOD Information Assurance Instructions and Publications to reduce the risk of security compromise to GCMC IT systems and physical workspaces. The contractor may:

- Develop and maintain GCMC security SOPs per DoD, Defense Security Cooperation Agency, and GCMC regulations/directives;

- Install and maintain all network and host-based intrusion detection system components and provide host-based intrusion detection for GCMC desktop and laptop computers (currently approximately 30 servers and 700 desktop and laptop computers but the assets may change over 5 years);

- Operate Intrusion Detection/Prevention Systems provided (current system is Source Fire);

- Scan workstations, utilizing RETINA or similar tools, for IAVA compliance and general vulnerabilities, as required, and after patch installation. Scans are currently done several times each week. Update results in the Defense Information Systems Agency (DISA) Vulnerability Management System (VMS);

- Follow Government-established software/hardware baseline configurations through DISA Security Technical Implementation Guidelines; and

- Operate and maintain the Configuration Management Database (CMDB) and prepare monthly ad hoc report (currently approximately five to fifteen per month), Monitor annual requests for change (RFC) to identify potential new Configuration Items (CI) or major changes to existing CIs (currently approximately 100; however, volume may change over 5 years).

3.2. Copyright Considerations:

Any products or services produced as a result of this contract are produced specially for the GCMC for Security Studies and are produced using Government equipment and materials. All rights to these products and services belong to the GCMC. The contractor waives the rights to, and claims for, compensation against these materials, other than the normal compensation in the performance of this contract.

4.0. GOVERNMENT FURNISHED ITEMS AND SERVICES.

The Government will provide access to office spaces, facilities, and automation equipment listed in each task order for the conduct of this contract. The contractor shall perform services on the site at the GCMC as specified in each Task Order.

Routine maintenance and repairs will remain the responsibility of the Government.

The Government will furnish automation equipment compatible with standard systems used by permanent staff at the GCMC. Contractors will be authorized electronic mail accounts and Internet access, to be used in performance of their contract only. The Government will provide routine custodial services, refuse collection, and will ensure the adequate health and safety controls are in accordance with existing regulations and procedures common to the organization and its Government buildings. The contractor shall provide their own logistical support such as housing, transportation, and meals.

5.0. CONTRACTOR PERSONNEL.

5.1. Key Personnel: The key personnel categories priced in Attachment 1 and negotiated under subsequent Task Orders; and those described in Attachment 2 are considered to be critical to the successful performance of this contract. Prior to replacing any of these key personnel, the contractor shall obtain written consent of the Contracting Officer. The contractor key personnel shall meet or exceed the requirements of each labor category as specified. Prior to performing any work under this contract, the contractor shall provide a CV and other documentation to verify that the contractor (or key personnel) meets the minimum qualifications for the services being performed. The contractor shall have the ability to replace individuals not fulfilling the contract requirements and shall be able to respond to emergent needs such as expected and/or unexpected personnel absences and/or shortages.

5.2. Contractor Management/Site Manager: The contractor shall designate one of the on-site employees to also serve as the company representative/site manager who will be responsible for managing contractor employees and their work and who shall have full authority to act for the contractor on all contract matters and operational responsibilities. The contractor shall submit the name, telephone number, and address of the company representative/site manager to the Contracting Officer’s Representative (COR) within five (5) calendar days after contract award, to include contact numbers for other than normal duty hours in case of an emergency. The contractor shall verbally notify the COR of changes to the designation as they occur and provide written changes not later than five workdays after the effective date of the change.

5.3. Employee Information: The contractor shall provide a list of personnel who will perform work under this contract and any resultant task order to the COR not later than the effective date of each task order. The list shall contain the complete name and work assignment for each employee. The contractor shall notify the COR in writing of any addition, deletion, or change in work assignment within one workday of such change. In emergency situations and cases of adverse conditions where one workday notice is not possible, the contractor shall submit the change in writing to the COR not later than two workdays after the change is implemented.

The contractor shall submit a complete list updated to the COR not later than five workdays before the start date of each option year.

5.4. Employee Qualifications: The contractor shall retain personnel with management, technical and engineering knowledge, skills, expertise and experience needed to accomplish performance of work under this contract. The contractor shall provide personnel with a level of knowledge, skills, abilities and aptitude in IT/IM services to support the deliverables of this contract, and to obtain IT/IM certification for the work they will be performing. Per DODI 8570.01-M and related documents contractor personnel shall maintain valid and current certifications and licenses necessary to perform services required under this contract.

Minimum DODI 8570 Security Certification Requirements listed below shall be required for each employee at the start date of any Task Order issued under this contract.

Minimum DODI 8570 Computing Environment Certification Requirements (CECR) listed below shall be required for each employee within 60 days after the start date of the first Task Order.

For future Task Orders, Minimum DODI 8570 CECR listed below shall be required for each employee at the start date of the Task Order. Contractor personnel shall also maintain DoD IT-II classification. Contractor employees working under this contract shall possess English language skills sufficient to fulfill the requirements of this contract (e.g. communicate effectively orally and in writing, troubleshoot computer issues, provide explanations, provide training, etc.). The quoter shall provide evidence of each employee’s working knowledge of English, either as a native speaker, through formal education (courses completed at an institution of higher learning taught in English and requiring participation in English, e.g. term papers), through English language proficiency certification, or has used English in a work environment where English was the primary means of communication.

Minimum DODI 8570 Security Certification Requirements Tier I help Desk IAT I Tier II Help Desk IAT II Web Designer IAT II Systems Administrator IAT II Network Manager IAT II Information Assurance IAT II Forensics Analyst IAT II and CND Analyst

Minimum DODI 8570 Computing Environment Certification Requirements Tier I Help Desk MCTS Windows 7 Configuration Tier II Help Desk MCITP Windows 7 Enterprise Desktop Support

Technician Web Designer Certified Internet Web (CIW) Professional (Level 3) Systems Administrator MCITP Windows Server 2008 R2 and Exchange

Network Manager CCNA

5.5. Training for Contractor Personnel: The contractor shall be responsible for training and travel costs required to keep contractor personnel current as required to perform services under this contract. Sustainment or follow-on training will be at the contractor's own expense. Training documentation and required certifications shall be maintained for contractor personnel and shall be available for review upon COR request. The contractor shall have processes/procedures to provide required initial, refresher, upgrade and proficiency training for personnel in order to maintain pace with technological advances and DoD policy and regulation at no additional cost to the Government.

6.0. OTHER INFORMATION AND SPECIAL CONDITIONS.

6.1. Hours of Work:

Unless stipulated otherwise in each Task Order normal duty hours are 0800 to 1700 with a one hour lunch period Monday through Friday. The contractor shall observe scheduled U.S. Federal Holidays.

6.2. Place of Performance:

The primary place of performance is GCMC Garmisch-Partenkirchen, Germany;

however, services can be ordered anywhere services are required to support DSCA and its subordinate activities’ missions. Place of performance will be specified with each Task Order. The contractor shall advise the COR of any anticipated absence, for any reason, as far in advance as possible and in writing when practicable. In emergency situations the contractor shall notify the COR, either by telephone or in person, at least 4 hours in advance of necessary absences and in extreme emergencies by 0830 on the day the absence is necessary.

6.3. Period of Performance:

The period of performance consist of a base period and four option periods:

Base Period shall be from 1 June 2011 through 31 May 2012 Option Period 1 shall be from 1 June 2012 through 31 May 2013 Option Period 2 shall be from 1 June 2013 through 31 May 2014 Option Period 3 shall be from 1 June 2014 through 31 May 2015 Option Period 4 shall be from 1 June 2015 through 31 May 2016

6.4. Travel:

Travel expenses incurred under this contract shall be reimbursed in accordance with Joint Travel Regulations (JTR). The contractor shall be responsible for arrangements such as airline, hotel/lodging, and car reservations and rental, arranging for passports, VISAs, etc. as necessary. The Government shall not pay for Business Class or First Class travel. Lodging and meals shall be limited to the Standard Per Diem rates in the DoD JTR.

6.5. Appearance and Conduct:

Contractor employees shall be neatly dressed and groomed commensurate with the professional environment of the GCMC and the task at hand. Articles such as athletic clothing, shorts and flip flops are not acceptable. Contractor professional conduct shall be commensurate with the high standards of conduct as prescribed by GCMC, EUCOM, and U.S. DoD directives and policies. The contractor shall interact with the GCMC staff in a courteous, polite, and professional manner.

6.6. Identification of Contractor Employees:

The contractor shall provide each employee with an identification (ID) badge made of nonmetallic material, easily readable and including employee's name, contractor's name, functional area of assignment, and recent color photograph of the employee. Contractor personnel shall wear the ID badge at all times when performing work under this contract at a Government site. Unless otherwise specified in the contract, each contractor employee shall wear the ID badge in a conspicuous place on the front of exterior clothing and above the waist except when safety or health reasons prohibit such placement. Contractor personnel shall identify themselves as a contractor employee when answering Government telephones. When contractor personnel send e-mail messages as a part of contract performance (or otherwise relating to contract matters) each sender shall include his/her name (both first and last names), e-mail address, and name of the individual's employer.

6.7. Physical Security:

The contractor shall safeguard all government property in the work area. Facilities and equipment shall be secured at the close of each work period. The contractor shall adhere to all physical security/key control regulations and procedures while employed under this contract. The contractor shall be financially responsible for all GCMC equipment or furniture damaged due to neglect by the contractor. The contractor shall maintain sufficient insurance to pay for such damage.

6.8. Key Control:

The contractor shall establish and implement methods of ensuring that all keys issued to him/her by the Government are neither lost, misplaced, nor used by unauthorized personnel. The contractor shall report the loss of key(s) as soon as the loss is discovered, but in any event, not later than the Government’s next scheduled workday.

6.9. Contractor Training:

Within 30 calendar days of reporting on-site, the contractor shall complete annual Government-furnished training that the Government deems necessary to perform this contract during the performance of this contract. All such training may be accomplished during normal working hours and at no additional cost to the Government. Any contractor behavior deviating from standards taught in the course shall be grounds for termination of the contract.

6.10. Cultural sensitivities:

The contractor shall be aware of cultural and other sensitivities of the GCMC international students in attendance from various countries. Each resident course includes students of different civilian or government rank, with different learning styles and significant age differences. The contractor shall ensure that all services are performed in a manner that is never offensive, demeaning or disruptive in any manner.

6.11. Alcohol/Drug Use:

Alcohol/Drug use in the workplace will not be tolerated. Any contractor/sub-contractor found to be under the influence of, consuming, or using alcohol or drugs while on duty will be subject to administrative action from the Contracting Officer, which may include contract termination.

6.12. Work Permits:

All contractors and sub-contractors who do not reside within the European Union (EU) or the host nation (Germany) shall have a valid Work Permit/Working Visa -not Schengen - prior to reporting to the GCMC. All contractors and sub-contractors shall register with the local county seat (Landratsamt). The contractor shall be responsible for all issues related to obtaining and maintaining a work permit.

6.13. Installation Access:

Per GCMC security procedures for non-DoD ID card holders, the contractor will be authorized and must obtain an Installation Pass for Sheridan Kaserne and Artillery Kaserne, Garmisch, from the local U.S. Army Garrison – Garmisch Administrative Office. Failure on the part of the contractor to maintain currency of the Installation Pass will be considered sufficient grounds for the Government to terminate the contract prior to its normal expiration.

6.14. In order to be able to obtain the Installation Pass, the contractor shall submit a Polizeiliches Führungszeunis (Good Conduct Certificate) annually, except for individuals who have an U.S. identification (ID) card. Additional background checks may be conducted in order to receive an Installation Pass. Failure to qualify for an Installation Pass will deem the employee ineligible to work under this contract.

6.14.1. The contractor must possess and present the following identification and permits as indicated. Failure to provide the necessary information may result in termination of the contract.

(a) German citizens: a clear copy of their Ausweis (German ID Card) or passport showing their picture and full name.

(b) Citizens of the European Union (EU) – member countries other than Germany:

a clear copy of their Aufenhaltsgenehmigung (Residence Permit).

(c) Non-U.S.-ID Cardholders and other citizens of non-EU-member countries: a clear copy of their Arbeitserlaubnis (German Work Permit) and country ID card or passport showing their picture, full name , country of issue, and nationality.

(d) U.S. ID Cardholders: a clear copy of the front of their ID Card. U.S.-ID cardholders do not need an Aufenthaltsgenehmigung or Arbeitserlaubnis.

6.15. Logistics Support: Contractor personnel will not have Technical Expert Status Accreditation (TESA) status under this contract.

7.0. QUALITY CONTROL.

The contractor shall develop and implement a Quality Control Plan (QCP) to satisfy the specific requirements of the contract. The QCP shall initially identify potential problem areas and evolve over the life of the contract to incorporate identified problem areas based upon experience, to develop an optimal QCP. The QCP shall be provided to the Contracting Officer and COR no later than 30 days after contract award. The contractor shall update the QCP as required, but at least annually, no later than 10 workdays after the start of each option period, and provide copies to the Contracting Officer and COR.

8.0. QUALITY ASSURANCE.

The Government will monitor the contractor's performance under this contract using criteria established in the Quality Assurance Surveillance Plan (QASP). The Government’s QASP will be made available to the contractor. Performance standards shall be included with each Task Order. The Government will monitor the contractor's performance under each task order using the surveillance methods identified in the Quality Assurance Surveillance Plan. The contractor will be given the opportunity to correct or address any adverse findings resulting from the Government’s surveillance. Failure to correct any adverse findings or failure to deliver all services described in this contract may result in non-acceptance of the services by the Government. Failure to meet the standards of this performance work statement may result in a deduction of price equal to the value of the unperformed or poorly performed services. Failure to provide services in accordance with this contract could also result in termination of the contract for cause and/or adversely impact the contractor’s ability to be selected for future contracts.

9.0. CONTRACTING OFFICER’S REPRESENTATIVE.

9.1. Contracting Officer’s Representative (COR). The COR designation for this contract will be made by separate letter. The COR for each Task Order will also be specified separately in writing.

9.2. The COR shall verify the contractor performs the technical requirements of the contract in accordance with the contract terms, conditions and specifications.

The COR shall perform, or cause to be performed, necessary inspections and verify the contractor has corrected all deficiencies. The COR shall perform acceptance of services performed under this contract for the Government and maintain liaison and direct communications with the contractor. The COR shall monitor the contractor’s performance, notify the contractor of deficiencies observed during surveillance, and direct appropriate action to effect correction. The COR shall record and report to the Contracting Officer incidents of faulty or nonconforming work, delays or problems. The COR shall ensure that necessary Government-furnished property is available when required.

9.3. The COR is not empowered to award, agree to, or sign any contract or contract modification, or in any way to obligate the payment of money by the Government. The COR may not take any action that may affect contract or delivery order schedules, funds or scope. All contractual agreements, commitments or modifications that involve price, quantity, quality, delivery schedules, or other terms and conditions of the contract shall be made by the Contracting Officer.

9.4. COR designations shall remain in effect through the life of this contract, unless sooner revoked in writing by the Contracting Officer.

10. DELIVERABLES.

See paragraphs 5.1., 5.2., 5.3., and 7.0., and as specified in each Task Order.