Amendment U0001 - 29 July 2009.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA

FAR (48 CFR) 53.243

The purpose of this Amendment is to extend the solicitation closing date and to provide answ ers to questions in response to the solicitation.

1. CONTRACT ID CODE PAGE OF PAGES

J 1 48

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X HS0021-09-R-0051

X 9B. DATED (SEE ITEM 11)

10-Jul-2009

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer X is extended, is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

U0001

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

29-Jul-2009

CODE

DEFENSE SECURITY SERVICE - DSS

1340 BRADDOCK PLACE

CONTRACTING AND ACQUISITION

ALEXANDRIA VA 22314-1651

HS0021 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

HS0021-09-R-0051

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION A - SOLICITATION/CONTRACT FORM

The required response date/time has changed from 11-Aug-2009 01:00 PM to 18-Aug-2009 01:00 PM.

SECTION B - SUPPLIES OR SERVICES AND PRICES

The following have been modified:

BASE YEAR, LOT I

Base Year, Lot I (November 15, 2009 - November 14, 2010) Task/Labor Category/Location Quantity Unit Unit Price Amount

Task 1 Program and Project Management Support Technical Project Manager* (Capital Region) 1,980 Hrs Deputy Project Manager* (Capital Region) 1,980 Hrs

Task 2 - Helpdesk Operations Project Leader* (Capital Region) 1,980 Hrs Senior Engineer/Helpdesk Manager (Capital Region) 3,960 Hrs System Engineer/Helpdesk Technician (Northern Region) 5,940 Hrs System Engineer/Helpdesk Technician (Southern Region) 3,960 Hrs System Engineer/Helpdesk Technician (Western Region) 3,960 Hrs System Engineer/Helpdesk Technician (Capital Region) 25,740 Hrs Task 3 - Network and Systems Administration Support

Project Leader* (Capital Region) 1,980 Hrs Database Administrator (Capital Region) 3,960 Hrs Senior System Administrator* (Capital Region) 1,980 Hrs System Administrator (Capital Region) 3,960 Hrs Network Engineer (Capital Region) 3,960 Hrs Senior Network Engineer* (Capital Region) 1,980 Hrs Senior Systems Engineer (Capital Region) 3,960 Hrs

Task 4 - Telecommunications Telecommunications Specialist (Capital Region) 5,940 Hrs COMSEC Specialist (Capital Region) 1,980 Hrs

Task 5 - Inventory Reporting and Control Project Support Specialist (Capital Region) 1,980 Hrs

Task 6 - Web Based System Support Web Developer (Capital Region) 3,960 Hrs Web Content Manager (Capital Region) 7,920 Hrs

Task 7 – Configuration Management Support Project Leader* (Capital Region) 1,980 Hrs

Task 8 - Testing Support Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 9 - Information Assurance/Computer Network Defense Support

Senior Infosec Engineer (Capital Region) 1,980 Hrs Infosec Engineer (Capital Region) 1,980 Hrs

Task 10 - Vulnerability Management Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 11 - Documentation Project Specialist (Capital Region) 1,980 Hrs

Task 12 - In Progress Reviews Project Leader (Capital Region) 192 Hrs

Task 13 – Quarterly Program Management Reviews Project Leader (Capital Region) 192 Hrs

Total CLIN 0001 $

OPTION I, LOT II

Option I, Lot II (November 15, 2010 - November 14, 2011) Task/Labor Category/Location Quantity Unit Unit Price Amount

Task 1 Program and Project Management Support Technical Project Manager* (Capital Region) 1,980 Hrs Deputy Project Manager* (Capital Region) 1,980 Hrs

Task 2 - Helpdesk Operations Project Leader* (Capital Region) 1,980 Hrs Senior Engineer/Helpdesk Manager (Capital Region) 3,960 Hrs System Engineer/Helpdesk Technician (Northern Region) 5,940 Hrs System Engineer/Helpdesk Technician (Southern Region) 3,960 Hrs System Engineer/Helpdesk Technician (Western Region) 3,960 Hrs System Engineer/Helpdesk Technician (Capital Region) 25,740 Hrs Task 3 - Network and Systems Administration Support

Project Leader* (Capital Region) 1,980 Hrs Database Administrator (Capital Region) 3,960 Hrs Senior System Administrator* (Capital Region) 1,980 Hrs System Administrator (Capital Region) 3,960 Hrs Network Engineer (Capital Region) 3,960 Hrs Senior Network Engineer* (Capital Region) 1,980 Hrs Senior Systems Engineer (Capital Region) 3,960 Hrs

Task 4 - Telecommunications Telecommunications Specialist (Capital Region) 5,940 Hrs COMSEC Specialist (Capital Region) 1,980 Hrs

Task 5 - Inventory Reporting and Control Project Support Specialist (Capital Region) 1,980 Hrs

Task 6 - Web Based System Support Web Developer (Capital Region) 3,960 Hrs Web Content Manager (Capital Region) 7,920 Hrs

Task 7 – Configuration Management Support Project Leader* (Capital Region) 1,980 Hrs

Task 8 - Testing Support Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 9 - Information Assurance/Computer Network Defense Support

Senior Infosec Engineer (Capital Region) 1,980 Hrs Infosec Engineer (Capital Region) 1,980 Hrs

Task 10 - Vulnerability Management Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 11 - Documentation Project Specialist (Capital Region) 1,980 Hrs

Task 12 - In Progress Reviews Project Leader (Capital Region) 192 Hrs

Task 13 – Quarterly Program Management Reviews

Total CLIN 1001 $

OPTION II, LOT III

Option II, Lot III (November 15, 2011 - November 14, 2012) Task/Labor Category/Location Quantity Unit Unit Price Amount

Task 1 Program and Project Management Support Technical Project Manager* (Capital Region) 1,980 Hrs Deputy Project Manager* (Capital Region) 1,980 Hrs

Task 2 - Helpdesk Operations Project Leader* (Capital Region) 1,980 Hrs Senior Engineer/Helpdesk Manager (Capital Region) 3,960 Hrs System Engineer/Helpdesk Technician (Northern Region) 5,940 Hrs System Engineer/Helpdesk Technician (Southern Region) 3,960 Hrs System Engineer/Helpdesk Technician (Western Region) 3,960 Hrs System Engineer/Helpdesk Technician (Capital Region) 25,740 Hrs Task 3 - Network and Systems Administration Support

Project Leader* (Capital Region) 1,980 Hrs Database Administrator (Capital Region) 3,960 Hrs Senior System Administrator* (Capital Region) 1,980 Hrs System Administrator (Capital Region) 3,960 Hrs Network Engineer (Capital Region) 3,960 Hrs Senior Network Engineer* (Capital Region) 1,980 Hrs Senior Systems Engineer (Capital Region) 3,960 Hrs

Task 4 - Telecommunications Telecommunications Specialist (Capital Region) 5,940 Hrs COMSEC Specialist (Capital Region) 1,980 Hrs

Task 5 - Inventory Reporting and Control Project Support Specialist (Capital Region) 1,980 Hrs

Task 6 - Web Based System Support Web Developer (Capital Region) 3,960 Hrs Web Content Manager (Capital Region) 7,920 Hrs

Task 7 – Configuration Management Support Project Leader* (Capital Region) 1,980 Hrs

Task 8 - Testing Support

Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 9 - Information Assurance/Computer Network Defense Support

Senior Infosec Engineer (Capital Region) 1,980 Hrs Infosec Engineer (Capital Region) 1,980 Hrs

Task 10 - Vulnerability Management Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 11 - Documentation Project Specialist (Capital Region) 1,980 Hrs

Task 12 - In Progress Reviews Project Leader (Capital Region) 192 Hrs

Task 13 – Quarterly Program Management Reviews

Total CLIN 2001 $

OPTION III, LOT IV

Option III, Lot IV (November 15, 2012 – November 14, 2013) Task/Labor Category/Location Quantity Unit Unit Price Amount

Task 1 Program and Project Management Support Technical Project Manager* (Capital Region) 1,980 Hrs Deputy Project Manager* (Capital Region) 1,980 Hrs

Task 2 - Helpdesk Operations Project Leader* (Capital Region) 1,980 Hrs Senior Engineer/Helpdesk Manager (Capital Region) 3,960 Hrs System Engineer/Helpdesk Technician (Northern Region) 5,940 Hrs System Engineer/Helpdesk Technician (Southern Region) 3,960 Hrs System Engineer/Helpdesk Technician (Western Region) 3,960 Hrs System Engineer/Helpdesk Technician (Capital Region) 25,740 Hrs Task 3 - Network and Systems Administration Support

Project Leader* (Capital Region) 1,980 Hrs Database Administrator (Capital Region) 3,960 Hrs Senior System Administrator* (Capital Region) 1,980 Hrs System Administrator (Capital Region) 3,960 Hrs Network Engineer (Capital Region) 3,960 Hrs Senior Network Engineer* (Capital Region) 1,980 Hrs Senior Systems Engineer (Capital Region) 3,960 Hrs

Task 4 - Telecommunications Telecommunications Specialist (Capital Region) 5,940 Hrs COMSEC Specialist (Capital Region) 1,980 Hrs

Task 5 - Inventory Reporting and Control Project Support Specialist (Capital Region) 1,980 Hrs

Task 6 - Web Based System Support Web Developer (Capital Region) 3,960 Hrs Web Content Manager (Capital Region) 7,920 Hrs

Task 7 – Configuration Management Support

Project Leader* (Capital Region) 1,980 Hrs Task 8 - Testing Support

Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 9 - Information Assurance/Computer Network Defense Support

Senior Infosec Engineer (Capital Region) 1,980 Hrs Infosec Engineer (Capital Region) 1,980 Hrs

Task 10 - Vulnerability Management Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 11 - Documentation Project Specialist (Capital Region) 1,980 Hrs

Task 12 - In Progress Reviews Project Leader (Capital Region) 192 Hrs

Task 13 – Quarterly Program Management Reviews

Total CLIN 3001 $

OPTION IV, LOT V

Option IV, Lot V (November 15, 2013 - November 14, 2014) Task/Labor Category/Location Quantity Unit Unit Price Amount

Task 1 Program and Project Management Support Technical Project Manager* (Capital Region) 1,980 Hrs Deputy Project Manager* (Capital Region) 1,980 Hrs

Task 2 - Helpdesk Operations Project Leader* (Capital Region) 1,980 Hrs Senior Engineer/Helpdesk Manager (Capital Region) 3,960 Hrs System Engineer/Helpdesk Technician (Northern Region) 5,940 Hrs System Engineer/Helpdesk Technician (Southern Region) 3,960 Hrs System Engineer/Helpdesk Technician (Western Region) 3,960 Hrs System Engineer/Helpdesk Technician (Capital Region) 25,740 Hrs Task 3 - Network and Systems Administration Support

Project Leader* (Capital Region) 1,980 Hrs Database Administrator (Capital Region) 3,960 Hrs Senior System Administrator* (Capital Region) 1,980 Hrs System Administrator (Capital Region) 3,960 Hrs Network Engineer (Capital Region) 3,960 Hrs Senior Network Engineer* (Capital Region) 1,980 Hrs Senior Systems Engineer (Capital Region) 3,960 Hrs

Task 4 - Telecommunications Telecommunications Specialist (Capital Region) 5,940 Hrs COMSEC Specialist (Capital Region) 1,980 Hrs

Task 5 - Inventory Reporting and Control Project Support Specialist (Capital Region) 1,980 Hrs

Task 6 - Web Based System Support Web Developer (Capital Region) 3,960 Hrs

Web Content Manager (Capital Region) 7,920 Hrs Task 7 – Configuration Management Support

Project Leader* (Capital Region) 1,980 Hrs Task 8 - Testing Support

Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 9 - Information Assurance/Computer Network Defense Support

Senior Infosec Engineer (Capital Region) 1,980 Hrs Infosec Engineer (Capital Region) 1,980 Hrs

Task 10 - Vulnerability Management Project Leader (Capital Region) 1,980 Hrs System Engineer (Capital Region) 1,980 Hrs

Task 11 - Documentation Project Specialist (Capital Region) 1,980 Hrs

Task 12 - In Progress Reviews Project Leader (Capital Region) 192 Hrs

Task 13 – Quarterly Program Management Reviews

Total CLIN 4001 $

SECTION C - DESCRIPTIONS AND SPECIFICATIONS

SECTION C

C.1 STATEMENT OF WORK

1.0 INTRODUCTION

The Defense Security Service (DSS) plays a crucial role in safeguarding our nation’s information. As a Department of Defense (DoD) agency, DSS makes its contribution to the National Security Community by providing industrial security products and services, as well as offering comprehensive security education and training to DoD and other government entities. To complement its primary missions: the Industrial Security Program (ISP); and the Security Education, Training and Awareness Program, DSS offers the unique advantage of integrating counterintelligence into its core security disciplines through our training programs, policy development, and operational support to our field elements.

DSS currently has over 900 civilian and contract employees and is growing significantly over the next 3-5 years.

There are currently 74 locations across the United States, with between 2 and 400 employees at each site. It is expected that DSS will continue to open new field offices in the United States, and potentially, a couple of sites at overseas locations.

1.1 OBJECTIVE

The objective is to obtain contractor services in support of the various system administration and support services required to operate the DSS owned enterprise systems and associated infrastructure. The most critical goal for this effort is to provide reliable, available, and high performance information systems to the DSS user community.

1.2 SCOPE OF WORK

Defined within this document are the requirements for the System Administration, Support Services, and Web Site Support efforts. The scope of work covers a full range of technical support services to include, but not limited to, responding to both functional and technical system support issues, operating and maintaining information technology tools in a secure manner, providing end user support, and providing consultant services to the Defense Security Service. Surge support is provided for under CLINs 0003, 1003, 2003, 3003, and 4003 in the Schedule.

2.0 PERIOD OF PERFORMANCE

This contract will be effective for a base period of one year with four twelve-month option periods.

3.0 TASKS

These include Defense Security Service Systems Administration Support Services tasks that are required as part of this contract.

• Task 3.1 – Program and Project Management Support

• Task 3.2 – Help Desk Operations

• Task 3.3 – Network and Systems Administration Support

• Task 3.4 – Telecommunications

• Task 3.5 – Inventory Reporting and Control

• Task 3.6 – Web Based System Support

• Task 3.7 – Configuration Management Support

• Task 3.8 – Testing Support

• Task 3.9 – Information Assurance/Computer Network Defense Support

• Task 3.10 – Vulnerability Management

• Task 3.11 – Documentation

• Task 3.12 – In Progress Reviews

• Task 3.13 - Quarterly Program Management Reviews

Functional Requirements

The contractor shall have a strong familiarity with DSS core business processes and organizational structure at Headquarters, Regional and Field offices and provide all necessary personnel, administrative, financial, and managerial resources necessary for the support of this order. Additionally, the contractor must have both the familiarity with and the capability to staff positions at remote and DSS key sites.

For all work accomplished under this contract, the contractor shall comply with all appropriate DoD security policies (e.g. DoD PKI/PKE, DoDI 8500.2, DoDD 8500.1 and DoDD 8570.1 and DoD 8570.1M), standards, and guidelines available at http://www.dtic.mil/whs/directives/index.html.

All processes shall be performed and maintained at CMMI Level 2 (SE). Further, all servers, workstations, printers, scanners, peripherals and network components shall be installed, configured, tested, and maintained IAW the latest applicable Defense Information Systems Agency (DISA) Security Technical Implementation Guides (STIGs – available at http://csrc.nist.gov/pcig/cig.html), DISA Gold Disk (available from the DSS Enterprise Configuration Management System (CMS)), all Information Assurance Vulnerability Management issuances (IAVAs, IAVBs, IAVMs), and mitigation from monthly vulnerability scanning via eEye Retina (or other tools as implemented within the Agency’s IA Program).

3.1 Program and Project Management Support

http://www.dtic.mil/whs/directives/index.html� http://csrc.nist.gov/pcig/cig.html�

The contractor shall provide Program Management services. The contractor shall identify an on-site Technical Project Manager (TPM) to serve as the Government’s major point-of-contact and to provide overall leadership and guidance for all contractor personnel assigned to this contract.

The TPM and the Deputy Project Manager (DPM) must be a certified Project Management Professional (PMP-certified). A valid PMP certification is one that is based on the PMBOK (Project Management Book of Knowledge). The TPM and the DPM shall possess or obtain a valid PMP certification within 6 months of award.

3.1.1 The TPM shall serve as the prime point of contact for DSS OCIO interactions with the contractor.

This individual shall have the authority to commit the necessary contractor resources and make decisions in a timely manner to support DSS operational requirements. The TPM shall ensure that weekly progress reports and monthly performance reports reflect the work performed and results as it relates to DSS objectives and contract deliverables.

3.1.2 The TPM shall have keen knowledge of DSS mission essential tasks in order to properly assign tasking to contractor personnel, supervise on-going technical efforts, and manage overall contract performance. The TPM shall participate in DSS OCIO planning and in-process review meetings as requested.

3.1.3 The TPM shall participate in OCIO planning sessions, in-process review meetings, and regular status meetings with DSS management and contractor project teams.

3.1.4 The TPM shall have overall control of contractor resources and shall work with the OCIO to coordinate the effective application of these resources.

3.1.5 DSS is currently under a transformation initiative; therefore, the number of remote offices could increase or decrease over the contract period from the current 74 locations. The TPM shall remain engaged with facility and site changes by participating in the DSS Facilities Working Group, led by the Support Services Division.

3.1.6 The contractor shall deliver and maintain a Project Management Plan (due 30 days from award) throughout the period of performance. The contractor shall understand the Government’s expectation and implement a quality control plan that ensures all work will be performed according to the contract requirements. Once accepted by the Government, the contractor may suggest changes to the Government as needed. This plan shall include the following:

3.1.6.1 All technical, documentation and project management activities identified in a work breakdown structure (WBS).

3.1.6.2 Graphical depiction of activities and milestones pertinent to the contractor’s completion of the tasks.

3.1.6.3 Matrix of all deliverables, their version/release date, and planned delivery mechanism.

3.1.6.4 Identities of all personnel assigned to each task area by name.

3.1.7 The contractor shall provide a Quality Control Plan that will describe how the contractor plans to self measure their approach and respond to the requirements of this contract. The contractor shall also provide In Progress Reviews for significant projects and a Quarterly Program Management Review Status Report as directed by the government task monitor.

3.2 Help Desk Operations

3.2.1 The contractor shall configure and maintain the help desk tracking tool (currently Remedy ARS v6.0). The contractor shall understand the existing Remedy software and issue a ticket number and date/time stamp to the customer for every request for assistance and provide the customer with an estimated time for resolution. The contractor shall use Remedy to track all customer and management requests for help desk assistance, new work orders, and requests for new or changing customer IT requirements.

3.2.2 The contractor shall operate help desk incident and problem reporting software and shall use it to track all customer and management requests for help desk assistance, new work orders, and requests for new or changing customer IT requirements.

3.2.3 The contractor shall triage according to the following scale by the help desk operations lead or designated representative (in descending order of importance):

1. Mission Critical (Immediate)

2. VIP (High)

3. Mission Essential (Medium)

4. Routine (Low)

The contractor will maintain an operational readiness status tool that indicates Mission Critical and VIP support requests being worked and that require government intervention.

3.2.4 The contractor shall achieve the following performance metrics:

3.2.4.1 99% of customer support requests shall receive an initial acknowledgement of receipt and associated ticket creation indication within 3 hours, during normal business hours. This acknowledgement will be in the form of an electronic mail (e-mail) message to the customer or by telephone if email problems require this method of notification.

3.2.4.2 All support requests shall resolved within the following timeframes:

• 80% - 8 hours

• 90% - 24 hours

• 100% - 7 Days

The COR shall be notified of all work requests that take longer than 24 hours to resolve in a daily (Monday through Friday) exception report. If requests require hardware or software that is not currently available, the contractor shall notify the government as soon as the shortfall is identified.

For cases involving such shortfalls, the government will not expect the contractor to accomplish the 100% within 7 days goal as stated above. At such time that the hardware or software is available to the contractor, the contractor will be again required to report compliance with the above metrics.

3.2.4.3 The contractor shall complete 100% of requests for new account creation within 24 hours after appropriate approval is issued by the DSS Information Assurance Manager/Officer.

3.2.4.4 The contractor shall complete 100% of requests for issuance of desktop equipment and cellular phones/PDAs within 24 hours of account creation, except when equipment is not available for issue.

3.2.4.5 To gauge overall contractor performance through random sampling surveys by the government, a 95% overall customer satisfaction shall be achieved by the contractor. The following survey questions will be used:

1. The help desk case handled my case in a timely manner <Choose 1-5>

2. The technician was knowledgeable and efficient <Choose 1-5>

3. My problem was resolved in a single visit or call <Choose 1-5>

4. The help desk provided courteous and friendly service <Choose 1-5>

5. The help desk is efficient and contributes to my success <Choose 1-5>

The values from 1-5 reflect the following responses "strongly agree, agree, neither agree nor disagree, disagree, strongly disagree" in corresponding order from 1 to 5. An average score of 1.0 to 3.0 is considered a positive survey result and will count toward the 95% satisfaction score.

Scores from 3.0 to 5.0 will not count towards the 95% satisfaction score.

3.2.5 The contractor shall provide phone coverage during normal duty hours (6:00am to 8:00pm, EST) Monday – Friday. Staffing should be based on expected need and adjusted, as needed, to maintain acceptable performance as defined in 3.3.4. For example: 6 am to 8 am, 2 persons; 8 am to 9 am, growing to full staff; 9 am to 5 pm, full staffing; 5 pm to 6 pm, dropping to 2 persons; 6 pm to 8 pm, 1 person.

3.2.6 The contractor shall provide full-time on-site desktop support during the normal business day/week and surge support, as required, at other DSS locations based on mission needs. The contractor shall, as requested by the COR, perform tasks such as office moves, equipment relocations, and new equipment deliveries and installations during non-standard hours such as weekends.

3.2.7 The contractor shall provide support for moving IT equipment, installing new IT equipment, installing software on end user workstations, and installing/moving cabling required to support those activities.

3.2.8 The contractor shall securely configure workstations to operate on the network, including the installation of operating systems and application software with the appropriate security settings and patches.

3.2.9 The contractor shall understand existing DSS applications and provide end-user ad hoc training (at desk side) for installed applications and operating systems.

3.2.10 The contractor shall be familiar with the locations of all field offices and prepare equipment for shipping by the DSS mailroom to remote locations and customers, as required.

3.2.11 The contractor shall understand and be proficient in operating the Defense Property Accountability System (DPAS) and shall work jointly with the DSS Property Accountability Office to ensure all equipment is properly tracked.

3.2.12 The contractor shall be knowledgeable on commercial software and hardware. Additionally, the contractor shall coordinate licensing renewals, support, and warranty repairs with the vendors.

3.2.13 The contractor shall ensure that all DoD Public Key Infrastructure (PKI) certificates remain current on the installed base of equipment.

3.3 Network and Systems Administration Support

3.3.1 The contractor shall monitor and securely install, configure, and maintain network equipment such as routers, switches, firewalls, intrusion detection systems, IP capable type I encryption devices, serial type I encryption devices, and network interface cards. This shall be performed on the Unclassified Data Network (UDN), the Agency’s NIPRNet presence, the Classified Data Network (CDN), the Agency’s SIPRNet presence, and the Joint Worldwide Intelligence Communications System (JWICS), the Agency’s Top Secret/SCI presence.

3.3.2 The contractor shall securely maintain the current DSS server configuration and initiate and coordinate move requests for servers and network equipment within four hours of request, and reinstall network equipment and servers one day after equipment is moved to a new location. The contractor shall maintain accurate documentation and all system diagrams as part of this task area.

3.3.3 The contractor shall identify and troubleshoot all aspects of the local and wide area networks when security and/or performance problems occur or outages are reported. Problems related to incorrect configuration shall be repaired within four hours. Problems related to hardware failure shall be identified and reported to the Government upon discovery. If on-site spares are available, the contractor shall replace the failed component within four hours. Security problems discovered will be worked, in concert with the systems’/networks’/enclaves’ Information Assurance Officer (IAO).

3.3.4 The contractor shall understand the DSS business relationship with DISA to support opening and monitoring trouble tickets with DISA regarding Wide Area Network (WAN) outages or performance issues.

3.3.5 The contractor shall perform backups for all servers so that in the event a server crashes or data becomes corrupted, it can be recovered from tape utilizing applications such as Veritas NetBackup. The contractor shall ensure that data loss is limited to no more than 24 hours or since the last backup process was run on the server, whichever is shorter.

3.3.6 The contractor shall monitor, identify, and resolve all backup failures daily and notify the government task monitor of any potential for increased risk due to a failed backup.

3.3.7 The contractor shall identify and transfer tapes, via courier, to an off-site tape storage location weekly. The location will be specified by the government at contract start.

3.3.8 The contractor shall perform and maintain current disaster recovery images of all servers. New images are to be created within one week following any configuration change. The contractor shall provide copies of all configuration files and images to the DSS Enterprise Configuration Manager.

3.3.9 The contractor shall perform data restorations in the event of data corruption, deletion, or server failure. Restoration of data to an alternate server shall be initiated within two hours and restore operations shall be completed within eight hours.

3.3.10 The contractor shall have complete knowledge of the DSS Active Directory structure and be able to skillfully add, delete or move users, organizational units, email accounts, computers, printer, and all other logical objects.

3.3.11 The contractor shall be responsible for understanding DSS critical business applications and stakeholders, and be able to install, remove, and maintain application software with minimal operational impact.

3.3.12 The contractor shall troubleshoot and resolve all aspects of the servers when outages or performance issues occur. Non-hardware related issues are to be resolved within four hours. Issues related to hardware are to be resolved within eight hours if spare hardware is available.

3.3.13 The contractor shall perform Microsoft Exchange database maintenance quarterly, or as required.

3.3.14 The contractor shall have expert level knowledge and ability in maintaining Microsoft Active Directory, Exhange, Systems Management Server, 2003/2008 Server, DNS, CITRIX MetaFrame, Firewalls, IDS/IDP devices, REMEDY, Blackberry Enterprise Server, TALON KOV-26 and L-3 Red Eagle KG-245A HAIPE tunneling technology, ScriptLogic Desktop Authority, MOM, Host-Based Security System (HBSS – currently based on McAfee’s ePolicy Orchestrator with associated agents), Hercules, REM/Retina, PatchLink VMS, STIGs/SRRs, Windows Server Update Services (WSUS), What’s Up Gold, and UpdateExpert. Additionally, the contractor shall maintain automated scanning, patch deployment, and administration tools as specified by JTF-GNO.

3.3.15 The contractor shall work with the COMSEC custodian to comply with all COMSEC accountability and policy requirements. The contractor shall be responsible for the keying and operation of all encrypted circuits.

3.3.16 The contractor will maintain near real-time data replication for both the NIPRNET and SIPRNET to an alternate DSS site. All e-mail and file server data is to be replicated as part of this task. At no point in time will the replica systems be more than 12 hours out of sync with the primary production sites.

3.3.17 The contractor shall maintain Smart Card (CAC) login enforcement for workstations, network servers, and Citrix Servers on the Unclassified Data Network.

3.3.18 The contractor shall respond to server or network outages/performance issues outside of normal duty hours. The contractor shall provide necessary personnel within 2 hours of the initial notification.

3.3.19 In some circumstances, and when remote troubleshooting is not possible, the contractor shall send a technician on travel that is fully knowledgeable of DSS field sites’ network architectures to resolve issues.

The government anticipates that this travel will be required 20 times during the initial one year period of performance.

3.3.20 The contractor shall be responsible for the operation of the DSS NOSC and for timely reporting to JTF-GNO for all NETOPS events. (a NETOPS event is defined as any degradation of the DSS network that affects the ability of DSS to perform its mission). All security-related events will, immediately upon detection, be reported to the systems’/networks’/enclaves’ IAO, DSS IAM, and CND Branch personnel (net defenders) of the DSS IA/CND Division.

3.3.21 The contractor shall provide an on-site IAO at DSS Headquarters (with oversight for the DSS facility at Columbus, OH) and at Linthicum, MD.

3.3.22 The contractor shall provide on-site support at DSS Regional Offices in Boston, MA, Irving, TX, and San Diego, CA. The duties to be performed at these locations include the following:

• PC hardware/software installation, repair, testing, and troubleshooting

• Basic system and network administration functions

• Response to inquiries and requests for assistance with the region’s computer systems

• Coordination with other IT areas to resolve problems if necessary

• Participation in the planning and execution of special projects

• Serve as the Region’s IAO

• Liaison duties with the Regional Director and support staff

3.3.23 Communications Security/Counterintelligence Support: The contractor shall provide Communications Security and Counterintelligence Program support. This support shall consist of the following:

• Maintenance and inventory of all COMSEC equipment at the Alexandria, VA location

• Setup of Secure Telephone (STE) equipment at the Alexandria, VA location, and provide initial STE configuration for all agency STEs regardless of location

• Re-keying all Alexandria SIPRNet circuits every three months (or more frequently to correct issues as needed), and the Alexandria JWICS circuit monthly (or as needed to correct issues)

• Provide primary support for the Sensitive Compartmented Information Facility at Alexandria, VA

• Demonstrated experience with The Electronic Key Management Systems (EKMS) LMD/KP, Talon, DTD’S, SKL’S, KIV-7, KG-175 (TACLANE)

• Assist the COMSEC Custodian with the proper distribution, destruction, inventory, and accountability for certain highly sensitive communications material, key, and related publications, in order to provide cryptographic security for DSS communications.

Communications Security (COMSEC) material to include:

o key tape, equipment, firefly keys,, electronic key, SDNS products, and all types of secure communications; to include the Secure Telephone (STE's).

• Responsible for all actions associated with receipt, handling, issue, safeguarding, accounting management matters to COMSEC Custodian, Be Familiar with NSA’S Policy Manual 3-16

• Assists with providing appropriate personnel with information about new or revised CMS policies and procedures and their impact on the EKMS Account.

• Maintain proper storage and physical security of COMSEC material held by account.

• Assist it providing written guidance concerning handling, accountability, dispositions, and security of all equipment.

• Assist in conducting training IAW annual EKMS training plan to ensure all personnel handling COMSEC material are familiar with and adhere to proper COMSEC procedures.

• Maintain records and files, issues and recovers COMSEC equipment in accordance with appropriate manuals and policies.

• Ensure prompt and accurate preparation, signature, and submission of account correspondence, message, and accounting reports.

• Conduct required inventories and destruction of COMSEC material IAW EKMS and IAW

EKMS 1 (series).

• Maintain the DSS COMSEC access list.

• Works closely with Electronic Key Management System (EKMS) users to determine EKMS keying material needs

• Ensures all serviced accounts have needed EKMS and Controlled COMSEC Item (CCI) equipment prior to all installs and upgrades

• Conduct periodic spot checks via management software and other means to ensure clearances listed are actually held and valid

This position will require Top Secret/Sensitive Compartmented Information access as detailed in this Statement of Work.

3.4 Telecommunications

3.4.1 The contractor shall manage and support the agency voice telecommunications infrastructure. This will include management of local telephone services and wireless communications services, to include Blackberry devices, throughout the Agency. In support of these activities, the contractor shall perform the following tasks:

• Research, develop, prepare, and recommend for purchase necessary goods and services from telecommunications service provider(s)

• Receive, verify, and report on telecommunications bills/invoices

• Use existing support contracts to address service failures, upgrades, or changes to service

• Coordinate submission of purchase requests (PRs) for support, equipment refresh, or new equipment/services

• Perform standard telecommunications budgeting for agency telecommunications services

Performance of these duties will require interfacing with the following points-of-contact:

• Local Telecommunications Officers

• General Services Administration (GSA)

• Defense Telecommunications Service – Washington (DTSW)

• Commercial telecommunications and data services providers

• DSS Support Services, as the managers of the Inter-Service Support Agreements at military bases where telecommunications services are provided

3.4.2 The contractor shall be responsible for troubleshooting video teleconferencing and audio-visual support for all DSS customers, to include desktop web cameras. These duties include:

• Troubleshooting VTC equipment, to include desktop webcams. The contractor shall provide these services within all DSS conference rooms located at Alexandria, Columbus, Linthicum, Boston, Irving, San Diego, and Crystal City

• Maintain conference room audio-visual, VTC, webcam, and IT equipment, to include maintenance, repair, and shipping equipment back to vendor under warranty agreements

• Procure, install, and troubleshoot VTC, webcam, and A/V equipment for DSS offices

• Provide guidance to the Government regarding options to revise and/or extend the existing VTC infrastructure within DSS

3.5 Inventory Reporting and Control

3.5.1 The contractor shall understand the Defense Property Accountability System (DPAS) process and coordinate IT equipment moves with the DSS Property Accountability Office.

3.5.2 The contractor shall identify all equipment requiring tech refresh and provide a recommended refresh plan to the Government.

3.5.3 The contractor shall complete necessary forms to track all items that enter and leave DSS and work with the DSS Property Accountability Office to ensure an accurate inventory is maintained.

3.5.4 The contractor shall keep records of all inventory transactions and provide reports of those transactions when required by the government.

3.6 Web Based System Support

DSS has a number of web-based systems supporting multiple core mission elements. These systems support unclassified and classified networks for both external and internal users. DSS utilizes Sybase/BEA WebLogic and Microsoft SharePoint Services for all web resources.

This effort requires the capability of providing a wide variety of web-based Information Technology (IT) support services, including web page design, sustainment, and content management. This will allow DSS to support its internal and external customer base more efficiently and effectively.

3.6.1 The contractor shall provide centralized web-based program support encompassing site management, documentation and related technical tasks. The contractor shall furnish the necessary personnel required to provide DoD-wide web integration support.

3.6.2 The contractor shall provide ongoing sustainment support to achieve effective and efficient delivery of web-based solutions on a daily basis. The work will involve the technical planning, testing, secure implementation, and management of ESS Internet, Intranet, and Extranet activities, including, but not limited to, systems/applications technical management of dss.mil, infolink.dss.mil, and SIPRNET web sites. The contractor shall provide continuing and ongoing support of the DSS Gateway and website software including, but not limited to: adding new pages, portlets, and website content management components, performing configuration management, transition planning, help desk support, testing, maintenance, and training, developing, implementing and administering web services.

3.6.3 The contractor shall provide operational support of current physical configurations of web server systems. Operational support of web server systems includes monitoring of web-based application software operations, routine/high priority system problem identification and assisting with high priority corrective action.

3.6.4 The contractor shall track web usage statistics and provide weekly reports to the government.

3.6.5 The contractor shall provide web content updates within two hours of receiving such requests unless determined by the COR to be critical, in which case updates shall be made within 30 minutes.

3.6.6 The contractor shall ensure that all DoD Public Key Infrastructure (PKI) certificates remain current on the installed base of equipment.

The deliverables (electronic and hard copy) shall be the following:

• Monthly Status Report to monitor the execution of the daily activities required for successful task order completion, such as quality assurance monitoring, content management, configuration management, and security management.

• Web Usage Report to be delivered by the 10th day of each calendar month, this report will include a usage scan of each web page

The performance factors shall be the following:

• All production web services are fully operational 99.9% of wall clock time; excluding government approved maintenance times.

• Contractor corrective maintenance is successful 95% of the time the first time.

• Maintenance tasks, upgrades, or corrective actions are completed according to schedule 95% of the time.

• Content updates and changes are completed with no more than two revisions or updates.

• All content management updates and changes are made within 2 business hours of final government approval.

3.7 Configuration Management Support

3.7.1 The contractor shall perform the configuration management (CM) activities of configuration status accounting, configuration baseline management, creating and maintaining a configuration management library system to control the release of products and manage their history, and administering a change management procedure and tool to track all change requests (CRs) or problem reports (PRs) to the baseline as well as all issues (problem reports).

3.7.1.1 The contractor shall respond to documents delivered with the product release and shall update and re-deliver documents if not approved.

3.7.2 The contractor shall provide a Configuration Management (CM) Plan, if one is not already on file within the DSS Enterprise CM system for the contractor, that follows industry CM standards (i.e., Information Technology Infrastructure Library (ITIL)) and applies to the hardware, software (whether acquired or developed), and documentation developed, maintained, or operated by the contractor.

3.7.2.1 The contractor shall follow the accepted and practiced Enterprise CM process in conjunction with internal and external procedures, plans, and polices of the Agency.

3.7.2.2 The contractor shall inform, coordinate, and document all modifications to existing and developing system(s) under the Agency’s purview through the Enterprise CM group.

3.7.3 The contractor shall provide all baseline system documentation that includes system designs, build procedures, requirements documents test procedures, problem reports, software code (if applicable), and system knowledge base and deliver to the Government upon final acceptance.

3.7.3.1 The contractor shall coordinate with the Enterprise CM group on all change management activities that affect the Enterprise and inform the Enterprise CM group of internal changes that have potential impact to the Enterprise core services.

3.7.3.2 The contractor shall provide technical support to Enterprise CM on all aspects of project(s) deliverables.

3.7.4 The contractor shall perform configuration audits to insure that not only the process is followed but the system configuration baselines are accurately documented and controlled. Configuration items are identified within each baseline and audited for accuracy; this ensures that integrity, availability and security of the system are not compromised. Furthermore, the CM function that will ensure these requirements are satisfied is called a configuration audit. CM is now a FIPS compliance standard and is recognized by the National Institute of Standards and Technology (NIST).

The deliverables (electronic and hard copy) shall be the following:

• Configuration Management Plan, if one is not already on file within the DSS Enterprise CM system for the contractor

• Baseline Documentation (designs, build procedures, requirements documents, test procedures, problem reports, software code (if applicable), knowledge base, etc.)

• CR/PR Schedule

• Configuration Audit Results

3.7.5 The contractor shall track and maintain maintenance, warranty, and license agreements on DSS IT hardware and software, and shall notify DSS one hundred and eighty (180) days prior to the lapse of any maintenance, warranty, and license agreements on DSS IT hardware and software in order to provide adequate time to prevent the lapse of any such agreement.

3.8 Testing Support

3.8.1 The contractor shall sustain and support all Unclassified Data Network (DSS NIPRNET presence), Classified Data Network (DSS SIPRNET presence), and Joint Worldwide Intelligence Communications System (DSS Top Secret/SCI presence) instantiations across the enterprise, collectively know as the Business Systems. Any change to the Business Systems will be properly documented, installed, configured, and tested in the DSS Test Center (DTC) in order to ensure proper validation prior to deployment into the production environment.

3.8.1.1 The contractor shall be responsible for fixing errors identified during the government’s testing process.

3.8.1.2 The contractor shall prepare and maintain a Functional Test Guide that shall include system testing, stress testing, integration/interface testing, functional testing, and support to Independent Verification and Validation (IV&V) test activities.

3.8.2 The contractor shall work closely with the Test and Evaluation Branch of the DSS IA/CND Division to conduct thorough tests to ensure that optimum performance is maintained.

3.8.3 The contractor shall ensure that the most up-to-date application and database iterations are available for installation on the DTC.

3.8.4 The contractor shall provide the complete set of pertinent requirements and change control documentation so that the Test and Evaluation Branch can develop test scenarios, test and evaluation plans, and test analysis reports.

The deliverables (electronic and hard copy) shall be the following:

• Functional Test Guide to be updated with each release and delivered 15 days prior to the scheduled test start date

3.9 Information Assurance/Computer Network Defense Support

3.9.1 The contractor shall provide system tests support, (e.g., stress, C&A, etc.) as described by Department of Defense Instruction (DoDI) 8510.01, and interface with other contractors/vendors which support Security Test and Evaluation (ST&E), Independent Verification and Validation (IV&V), and Government Acceptance Testing (GAT). ST&E consists of initial testing, monthly scans (for tools, see Table 3.1), annual compliance testing, and tri-annual recertification; each having remediation as a part of the event. Other IA/CND testing/remediation will be involved with changes to Federal law, Office of Management and Budget (OMB) / General Accountability Office (GAO) / Department of Defense (DoD) policy changes, White/Blue/Red Team engagements, and/or directives by the DSS Chief Information Officer (CIO) or Designated Accrediting Authority (DAA).

Scan Tool Origin Schedule DISA Gold Disk DISA • Major Release

• Update of STIG by DISA

• Annually

STIGs DISA • Major Release

• Update of STIG by DISA

• Annually

Security Readiness Reviews (scripts)

DISA • Major Release

• Update of STIG by DISA

• Annually

Check Lists DISA • Major Release

• Update of STIG by DISA

• Annually

Secure Configuration Compliance Validation Initiative (SCCVI) Tool

DISA Monthly

Secure Configuration Remediation Initiative

(SCRI)

DISA Quarterly

Wireless Discovery Device - Flying Squirrel

(WDD/FS)

DISA Quarterly

Patchlink VMS (formerly Harris STAT Guardian)

DSS Monthly

Tenable Nessus DSS Quarterly Table 3.1 - IA Scanning Tools

3.9.2 The contractor shall provide support in obtaining and maintaining accreditation of the Business…