SOW_Final

HSCETC-11-R-00002

Information Technology Field Operations (ITFO) Support Services

STATEMENT OF WORK

C.1 Background The Indefinite Delivery Indefinite Quantity (IDIQ) contract will provide the Office of the Chief Information Officer (OCIO) Information Technology Field Operations (ITFO) Branch with information technology services and support for evolving needs in both the Continental United States (CONUS) and Outside the Continental United States (OCONUS). The (ITFO) Branch, within the OCIO, Immigration and Customs Enforcement (ICE), Department of Homeland Security (DHS), provides world-wide enterprise level Information Technology (IT) Operations & Maintenance (O&M) services for over 900 offices and over 26,000 users which includes the mobile workforce. Currently, services are provided to ICE Programs and administrative offices. ITFO may be required to coordinate (when necessary) with other DHS components as well as with other Government agencies outside of DHS to include, but not limited to, the Department of Treasury, Department of State, and state and local entities both within the CONUS and OCONUS. However, the ITFO Branch may have additional requirements and optional tasks that require support services. The ITFO organizational structure breaks down IT responsibilities into geographic areas, including OCONUS locations. (Appendix A) The Program Management and ITFO O&M IT support are comprised of some or all components described within this statement of work and may be tailored to meet the agency’s mission needs. Work shall be performed at headquarters and/or field offices located throughout the world, as specified in each Task Order (TO).

C.2 Scope The Contractor shall provide technical and program management support services to ICE end users and ITFO. The majority of the support will be by resolution of Tier II tickets, occasional telephone requests or by providing support to ITFO Information System Security Officer (ISSO), the Contracting Officer’s Technical Representative(s) (COTR) and the Government Technical Task Monitor(s) (TTM). Tier II tickets are any issues that the Service Desk is unable to resolve. Tier II Tickets are generally received via BMC Remedy. The current BMC Remedy version is Version 7.1.0, patch 3. Either a COTR or TTM may be assigned and identified to monitor Contractor performance on individual TO(s).

The Contractor shall closely monitor the activities and performance to prevent deviation(s) from the statement of work or increase of the cost estimates as identified in the individual TO(s). All anticipated increases in costs and/or deviations from the statement of work shall be coordinated with the Contracting Officer (CO), in writing, and approved by the CO prior to any deviations.

The Contractor shall establish surge resources and staffing procedures to ensure its capacity to provide additional staffing and resources on short notice. The Contractor shall identify, schedule, and utilize resources, as coordinated with the Government, to minimize or limit disruptions in the performance of the TOs issued under this contract. At no time, shall the availability of the Contractor staff impede the normal day to day operations as described in the individual TO(s).

The Contractor shall continue to perform this contract during abnormal site conditions caused by any emergency, event, or incident on a national or local scale. Whereas this contract is not intended to replace, mimic, or fulfill a Disaster Recovery requirement, the scope of the contract is comprehensive and is intended to establish sufficient flexibility to support the full complement of IT services required to fulfill the ITFO mission. Therefore, the Contractor may be required and shall support DHS-ICE-OCIO from remote areas, such as other DHS components, state or alternate local facilities, in the event that the ICE normal work areas are inaccessible for any reason. As coordinated by the Government, the Contractor shall pre-deploy or pre-stage its staff to assist local staff prepare for an emergency, event, or incident prior to its onset as timely predicted. In the same manner, the Contractor shall also deploy its staff in the wake of or after the impact of an emergency, event, or incident. The Contractor shall report to the COTR and TTM the status and location of all Contractor staff located in specified areas during deployments.

All support and services provided under this contract will be of the highest standard. World class customer service will be expected and can be measured by the lack of complaints and the frequency of positive comments from ICE customers.

All resources required for this contract shall be available according to the Government’s required hours of operation. If these hours of operation change the Contractor shall adhere to the changes. The Government will provide as much advance notifications as is possible.

The contract has a one (1) year base period, and five (5), twelve month option periods. Hereafter, the ITFO IDIQ will be referred to as the “Basic Contract”.

C.3 General C.3.1 Federal Holiday Information The contractor shall adhere to its company’s holiday policy. Listed below are recognized Government holidays:

New Year’s Day

Labor Day

Martin Luther King Jr. Birthday

Columbus Day

President’s Day

Veteran’s Day

Memorial Day

Thanksgiving Day

Independence Day

Christmas Day C.4 Contractor Personnel Identification The Contractor and their personnel shall dress in a professional manner when performing work on this contract and shall maintain a professional demeanor. Contractor personnel shall at all times clearly identify themselves, in person, on the telephone, via email (to include signature blocks) as contractors IAW FAR 37.114(c).

FAR 37.114(c) states: “All contractor personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public or Congress that they are Government officials, unless, in the judgment of the agency, no harm can come from failing to identify themselves. They will also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed.”

C.5 Communication

The Contractor shall maintain clear communications and mutually supportive relationships with ITFO, other ICE areas, as well as other DHS Components. The Contractor shall maintain and share written correspondence, as necessary, to support or address technical decisions or discussions with the Government.

C.6 Collaboration Tool ICE utilizes Microsoft SharePoint as its primary collaboration software. The Contractor shall use the SharePoint document workspace to share meeting minutes, technical knowledge notes, and references. Gather routine information on projects and provide updated documentation and project status via SharePoint.

C.7 Post Award Conference and Periodic Progress Meeting(s) The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.503. The initial post award conference shall be held within ten (10) days after award. The purpose of this conference is to (1) achieve a clear and mutual understanding of all contract requirements, and (2) resolve potential problems. The Contracting Officer (CO), Contracting Office Technical Representative (COTR), and any other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor’s performance. At these meetings the CO will apprise the contractor and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to Government. An initial periodic progress meeting will be held three (3) months following award. The Contractor or COTR may request a meeting, but meetings shall be convened by the Contracting Officer IAW FAR 42.501.

The Contractor may be required to attend a meeting with Government personnel within five (5) days after each TO award. The Contractor shall discuss the Government’s processes, procedures, goals, objectives, and requirements of the TO and the process by which the Contractor intends fulfill the TO.

C.8 Order Types and Pricing The CO reserves the right to select the applicable TO(s) type for individual TO and may consider the following precedence’s: (1) Fixed-Price (all types), (2) Time-and-Materials (T&M) or Labor Hour (LH) Pursuant to FAR 16.601(c). TO types may be, in accordance with (IAW) FAR Part 16, Type of Contracts: Fixed-Price (FP), Fixed-Price Incentive Fee (FPIF), T&M, and LH. TOs may include option periods IAW FAR Part 17. Option periods shall be separately identified in the individual TO if/as applicable. Pursuant to FAR 37.102(a)(2), the CO may use performance-based acquisition methods to the maximum extent practicable.

All TO(s) awarded pursuant to this contract, whether awarded on a CR, FP, or other contract type basis will be priced in accordance with the pricing set forth in contract line items.

At the request of either the Contractor or the Government, the Contractor may, throughout the life of the contract, propose additional labor categories, rates and descriptions. These additional categories, rates and descriptions will be negotiated on a case-by-case. The additional categories, rates and descriptions proposed, upon determination by the Government that they are fair and reasonable, and within the scope of the original contract may be incorporated into the contract by modification.

C.9 Other Direct Costs (ODC) Other direct costs shall be reimbursed IAW FAR 52.232-7. The Government may pay for allowable costs incurred by the Contractor including, in many cases, non-local transportation expenses when the Contractor must travel or transport materials for activities required by this contract as appropriately pre-coordinated and pre-approved by the Government. ODC’s shall be identified within the TO’s.

In the event work is required for which the Contractor could be expected to incur costs markedly different from those normally incurred, consideration may be given to pricing on a cost-reimbursement basis. In such situations, additional costs which cannot be appropriately charged under the Other Direct Costs (ODCs) contract line item numbers (CLINs) will be negotiated on a case-by-case basis, and if approved by the CO, incorporated into the TO by modification.

The approval levels (dollar value) and the approval point of contact(s) (POC), Contractor reporting requirements as well as the required Contractor documentation for ODCs are listed below:

· For all ODCs less than $2,500.00 the TTM must approve and a copy shall be provided to the COTR prior to incurring the ODC

· For all ODCs exceeding $2,500.00 and the TTM and the COTR must approve prior to incurring the ODC

· The Contractor is responsible for having the appropriate documentation with them when they travel

· The Contractor shall maintain a current log, to include status, invoice, and other fields and comments as required by the COTR

For OCONUS TO(s) where ODCs are not specifically addressed in the Department of State Standardized Regulations (DSSR) the Government will reimburse the Contractor for all reasonable, allowable, and allocable costs in accordance with FAR 31, Contract Cost Principles and Procedures.

C.9.1 ODC Travel The Contractor shall travel as required during the performance of this contract. All travel requires prior approval by the COTR/TTM IAW the guidance noted in paragraph C.9. Travel expenses shall be reimbursed consistent with FAR 31.205-46, the substantive provisions of the Federal Travel Regulation (FTR) and the limitation of funds specified in this contract. All travel requires Government prior approval by the COTR/TTM and notification to the COTR. The contractor shall not be reimbursed for the following travel expenses: transportation expenses for assigned personnel for local commuting between their place of residence and their place of work or for local travel of personnel assigned to the contractor’s sites unless specifically authorized by the COTR in writing, in advance. The Contractor shall not be reimbursed for moving or relocation expenses for the Contractor or contractor employees, and/or subcontractors. There may be other travel expenses or other situations where travel expenses will not be reimbursed.

Federal Travel Regulations may be located and downloaded from www.gpoaccess.gov/cfr or www.gsa.gov/federaltravelregulation.

For work at OCONUS locations, per-diem rate maximums as defined by the U.S. Department of State’s Bureau of Administration, Office of Allowances, which may be found at: http://www.state.gov/m/a/als/. The DSSR are the controlling regulations for foreign area travel. TO(s) issued under the Basic Contract, contractor civilians assigned to foreign areas shall not exceed the allowances and benefits in the DSSR.

Special Notes: (1) For the purpose of services provided on the contract, Alaska and Hawaii are considered CONUS.

(2) For the purposes of ODC travel reimbursement only, “CONUS” is defined as the 48 contiguous states and the District of Columbia, all other locations are considered to be “OCONUS”.

C.9.1.1 General Travel Guidelines

· The Contractor shall track, monitor and maintain a current log of all employees on travel as well as identifying which TO and CLIN costs will be charged against.

· The Contractor shall clearly document in the trip report the purpose of the travel, estimated cost, locations, travel dates, Government requester, supported work, and any other justifications or supportive documentation required by the COTR

· The Contractor shall ensure all appropriate prior approvals are obtained before any travel is scheduled or performed. The Contractor shall ensure the approved request is provided to the COTR/TTM, as applicable, by the end of the next business day. If per diem is required it must be included in the prior approval request and cost estimate

· The Contractor shall ensure all traveling staff is provided a copy of the approved request to carry with them

· The Contractor shall notify the TTM and COTR IAW the established approval levels, in writing or email for prior approval when the actual cost is projected to exceed the estimated cost prior to incurring the cost and prior to invoicing the Government for the additional cost C.9.1.2 Types of Travel ODC

· ODC-Travel-Local - All travel considered Local Travel requires prior approval from the Government Task Monitor. Local Travel is travel that is required when the Contractor must go to a location that is other than the normal duty location and that location is more than 75 miles from the normal duty location. The Contractor shall also demonstrate that this location is more than 75 miles from the traveling staff’s official residence. The allowable reimbursement under local travel is the number miles above 75 miles from the normal duty location. (Example: If the number of miles to the location is 85 miles from the normal duty location, the allowable costs for that traveling staff is 10 miles both ways for a total of 20 miles)

· ODC-Travel -CONUS - CONUS Travel is considered as travel within the continental 48 states which includes Washington D.C. All CONUS Travel that is estimated to be less than $2500 requires prior approval from the Government Task Monitor. All travel that is estimated to be $2500 or more requires prior written approval from the Government Task Monitor and the COTR prior to any travel or travel arrangement be made

· ODC – Travel -OCONUS - OCONUS Travel is considered as travel outside the continental 48 States (such as Alaska, Hawaii, Puerto Rico, U.S. territories, and any international travel). All CONUS Travel that is estimated to be less than $2500 requires prior approval from the Government Task Monitor. All travel that is estimated to exceed $2500 or if the travel is OCONUS Travel the Government Task Monitor and the COTR approval is required prior to any travel or travel arrangement being made. The Contractor shall ensure all staff performing OCONUS travel has the required traveling documentation to include passport, shot records, approved travel request, emergency contact, etc.

C.9.2 Non-Travel ODCs C.9.2.1 ODC Other The Contractor may be required to purchase other items that are requested by the Government and that are within the scope of this contract. It is anticipated that such purchases will be minimal, if at all. An example of such purchases could be during, but is not limited to performance under incidents of National Significance, Emergency Management, Special Operations Support, Special Projects, etc.

C.9.2.2 Special Clothing Some special operations or events shall require the Contractor personnel to be clearly identified as an ITFO team member through a dress code that allows the Government to distinguish the contractor personnel from other contractors and/or the general public. The Government will provide guidance to the Contractor on the appropriate dress code in such situations. The Contractor shall be responsible for obtaining the proper attire for the ITFO team member(s) and to ensure that all contractor employees and Contractor subcontractors wear the appropriate attire. The Government will determine if acquisition of special clothing attire is or is not a reimbursable other direct cost.

.9.2.3 Training

The Government may make the determination to pay for training and associated travel costs due to changes in the ICE architecture or evolving technology. Such training shall be coordinated and approved by the COTR in writing prior to scheduling, attending, and/or participating.

C.10 Contractor Training Requirements

The Contractor shall be responsible for providing the appropriate training to all contractor personnel performing work under this contract (including all TOs), to include replacement personnel, at no cost to the Government. All such training shall be completed prior to personnel beginning work on this contract. The Contractor shall ensure the technical skills of its staff are updated as the ICE architecture and technical reference model evolve. In accordance with the Contractor’s incorporated Training Plan, the Contractor shall ensure that re-training and/or refresher training is conducted to ensure the quality of the services provided is of the highest level. Contractor training, retraining, and/or refresher training shall be at no cost to the Government.

C.10.1 Mandatory Contractor Training All contractor employees using DHS automated systems or processing DHS sensitive data shall be required to receive the following training at Government expense. Contractor personnel shall complete annual refresher training for all mandatory training requirements. It is anticipated that the majority of required training will be accomplished via web access portals and not require travel by contractor employees:

· Security Awareness Training

· Information Assurance Awareness Training (IAAT)

· Records Management (RM)

· Securely Handling ICE Sensitive But Unclassified For Official Use Only

· A Culture of Privacy Awareness

· Prevention of Sexual Harassment Training

· DHS Sunflower Asset Management System (as determined by the Government) DHS/ICE Contractors, with significant security responsibilities, shall receive specialized training specific to their security responsibilities annually. The level of training shall be commensurate with the individual’s duties and responsibilities and is intended to promote a consistent understanding and compliance with the principles and concepts of IT systems security.

The Contractor shall be responsible for continually monitoring all contractor personnel who have access to DHS/ICE information systems to ensure compliance with ICE security standards. The Contractor shall be aware of any unusual or inappropriate behavior by personnel accessing systems. Any unauthorized access, sharing of passwords, or other questionable security procedures shall be reported to the local Security Office and Information System Security Officer (ISSO).

C.10.2 Future Government Training In the event changes to the applicable regulations occur, the contractor shall be responsible for providing training on any changes with thirty (30) days of changes to all contractor personnel performing work impacted by the change, at no cost to the Government. The Government may make the determination to pay for training and associated travel costs (if any), due to changes in the ICE architecture or evolving technology. Such training shall be coordinated and approved by the COTR in writing prior to scheduling attending and/or participating or invoicing.

C.11 Labor Subject to the Service Contract Act (SCA)

Most of the labor categories required for contract performance are considered bona fide executive, administrative, professional labor and generally exempt from the SCA in accordance with 29 CFR Part 541. To the extent that any labor is subject to the SCA (14000 – Information Technology Occupations or other labor category) and within scope of a TO(s), the CO will identify the applicable wage determination(s) (WD) in accordance with FAR 22.10, Service Contract Act Wage Determinations. Each TO will be tailored to include the appropriate flow down clauses.

The Department of Labor’s Service Contract Conformance guide provides that Contractors are responsible for determining that the employees performing work on a contract are in fact performing duties that fall within one or more of the occupational classifications listed on the applicable SCA WD. This guide may be found at: http://www.wdol.gov/sca.aspx.

C.12 Government Furnished Property (GFP) and Information (GFI) C.12.1

GFP

The Government intends to provide the required assets using Government furnished tools and resources whenever possible. The Government will provide pagers, Personal Data Assistants (PDA) devices, Blackberry (ies), cell phones, etc. as determined to be advantageous to the Government. The intent is not to provide all contractor personnel with all GFP, but as is determined by the Government to be applicable to the services provided and the position of the contractor personnel.

The Contractor shall maintain an inventory of GFE, which shall be made available to the CO and COTR quarterly and annually, or upon request. The Government will provide basic equipment (e.g. desktops), to Contractor staff in accordance with the terms and conditions of the contract. All information developed by the Contractor under this contract shall be the property of the Federal Government and provided to ICE upon request and at the end of the contract.

Generally, the Government intends to provide the required assets using Government furnished tools and resources whenever possible. The Contractor shall provide their best practice solutions and continuous process improvement strategies as part of their solution which at times may include acquiring assets, equipment, tools, and resources and shall be coordinated and approved in advance by the Government. The Contractor assumes full responsibility for and shall indemnify the Government for any and all loss or damage of whatsoever kind and nature to any and all Government property, including any equipment, supplies, accessories, or parts furnished, while in his custody and care for storage, repairs, or services to be performed under the terms of this contract, resulting in whole or in part from the negligent acts or omissions of the Contractor, SubContractor(s), or any employee, agent, or representative of the Contractor or SubContractor.

At the Government’s discretion, the Government will furnish one or more of the following GFP for use at government facilities only:

· Office Printers

· Desktop PC's

· Laptop PC's

· PDA Devices

· Blackberry (ies)

· Thumb Drives

· VPN Tokens

· Air Cards

· Access to Networking Equipment; to include-Servers, LAN/WAN Routers, Switches, and various associated equipment deemed necessary by ITFO.

C.12.2

GFI

The following are mandatory GFI and shall be followed by the contractor in the performance of this contract. The contractor shall be responsible for being cognizant and compliant with any changes, revisions or updates to the standards and ensuring all contractor personnel are trained on any changes, revisions or updates.

Privacy Act of 1974

DHS Management Directive (MD) 4300, IT Systems Security Publication

DHS Technical Reference Model (TRM)

National Institute of Standards and Technology (NIST) Computer Security

Resource Center (CSRC) standards, guidelines, and special publications

DHS 4300A Sensitive Systems Handbook, Version 5.5, September 30, 2007

DHS Management Directive No. 4900, Individual Use and Operation of DHS

Information Systems/Computers DHS 4300B National Security Systems Handbook, Version 4.3, September 30, DHS MD 4010.2 (DRAFT), Section 508 Program Management Office & Electronic and Information Technology Accessibility

Section 508 1194.2, Section 508 of the Rehabilitation Act (29 U.S.C. 794d), as amended by the Workforce Investment Act of 1998 (P.L. 105-220) C.13 Use of Government Vehicles

The Contractor is responsible for ensuring that contractor staff has appropriate and safe transportation to support this contract. The Government is under no obligation of any kind to provide transportation vehicles to contractor personnel. The Contractor shall ensure all contractor staff operating motor vehicles, machinery, and equipment are properly trained and licensed.

Under certain circumstances when it is in the best interest of the Government and as described in 41 CFR 101-38.3, Official Use of Government Motor Vehicles, and in 41 CFR 101-38.301-1, Offerors’ Use of Government Owned Vehicles -- Government regulations allow contractor personnel to use Government vehicles if it is demonstrably to the advantage of the Government to allow their use.

There is a continuing and substantial requirement for contract staff to travel to remote sites to provide IT support where there are no on-site contractor personnel. Contractor service is provided from the nearest ICE office where ITFO contractor personnel are located.

The Contractor shall identify the most cost effective and convenient means of transportation that is advantageous to the Government. The Contractor shall ensure the following order of precedence is included in the Contractor process:

· Verify the availability of a Government-Owned Vehicle (GOV). If a Government-owned vehicle and procedures are in place to support its use, the Contractor employee shall coordinate with the TTM and request authorization to use the vehicle for other-than-local travel

· Use of Contractor Owned or Leased Vehicle. If no Government vehicle is available, the Contractor shall use a contractor provided vehicle when available, may be authorized to use his or her own Privately Owned Vehicle (POV) or a vehicle supplied by the Contractor If the Contractor is authorized to use a Government-Owned Vehicle (GOV), the Contractor shall:

· Comply with the same rules as a Federal employee when driving a Government vehicle, to include allowing only authorized contractor personnel or Federal employees to ride in the vehicle and only for official purposes

· The Contractor is responsible for initiating and obtaining a Department of Motor Vehicles (DMV) check on contractor employees. This report shall be provided to the TTM prior to authorization for use of a GOV

· If contractor personnel are authorized to take the vehicle home, that employee will fill out a G291 Form, Authorization for Official Use of Government-Owned Automobile During Other Than Normal Duty Hours. The Government Task Monitor must approve this action

· The Government owned or rented vehicle will only be used for performance of official business that is within the scope of the contract

Liability for any damages incurred during Contractor’s use of a GOV is located in Attachment 1 Special Contract Requirements, FAR and HSAR clauses and other insurance as required by the CO. The Contractor must file certificates of insurance with the CO as evidence of the required coverage and shall provide updated certificates as applicable to demonstrate that the required insurance continues to be in effect. Attachment1 Special Contract Requirements, contains additional information.

C.14 Workload Environment Workloads and assignments pursuant to each TO may be subject to change for various reasons with little or no advance notice. The Contractor’s volume of activity may increase significantly to address emergent requirements and during emergency situations. The Contractor shall have the ability, capacity, and capability to redistribute workload and re-prioritize assignments within the contract to meet immediate needs.

C.15 Reserved C.16 Program Management and Support C.16.1 Organizational Structure

The Contractor management structure should align with the ITFO organizational structure. ITFO organizational structure chart may be located at Attachment 3.

C.16.2 Staffing The Contractor shall provide staffing that covers the geographic Field Operations Offices as identified in Appendix A and Appendix B.

C.17 Program Management and Program Manager (PM)

Program Management shall ensure that functions and services are managed according to best business practices as identified or similar to those established by the Project Management Institute (PMI) standards at http://www.pmi.org/ and those standards established specific to ICE. The Contractor shall establish a Program Management Office that consists of a PM or alternate(s) providing support during core hours. Any afterhours support requiring overtime shall have prior approval by the TTM as coordinated with the Contracting Officer.

The Contractor shall provide a single Program Manager (PM) to oversee the entire contract. The Contractor’s program management process shall consist of, but is not limited to, management of Contractor resources, preparation and distribution of schedules, monitoring of Contractor activities, briefs to Government personnel of the status of contract activities, participating in meetings with the ITFO Director, and preparing and submitting deliverables.

The PM shall serve as the single POC for the CO and COTR, managing the overall contract, coordinating requirements, and maintaining communication with the Government. The PM shall perform complete oversight of contract performance, contractor staff, subcontractors, and GFP. The PM shall manage, assign, schedule, and support the Contractor’s employees, subcontractors, consultants, and resources supporting this contract. The PM shall ensure all reports and deliverables are prepared and provided on time to meet the Government requirements, priorities, and objectives of the mission.

The Contractor shall identify the Deputy/PM (DPM). The Government may request Contractor Task Manager or DPM(s) for specific TO(s). The Contractor shall coordinate with the COTR/TTM.

The PM shall ensure the Contractor is operating consistently with the Government requirements as well as:

· Coordinating requirements, objectives and priorities with the Government

· Ensuring contractor staff is appropriately identified

· Ensuring activities are performed and accomplished on time, within budget and are of an acceptable level of quality to meet Government requirements, objectives and priorities

· Managing the Contractor staff which includes all the Contractor employees, subcontractors, consultants, and resources supporting this contract

· Providing management, coordination, and administrative support to ensure the contract resources appropriately address the Government requirements, priorities, and objectives

· Utilizes and coordinates resources to ensure requirements are fulfilled and deliverables are submitted in a timely manner

· Managing teams of subject matter experts (SME), as applicable

· Prioritizing requirements consistent with ICE guidance

· Identifying critical path(s) for high priority projects

· Ensuring that quality control, cost control, and performance measures are appropriately implemented, and discrepancies and findings are captured and appropriately addressed Program Management and communicated to the Government in a timely manner

· Proactively monitoring the contract performance, quality of service, and identifying corrective actions to the COTR/TTM

· Attending required meetings which include facilitating, coordinating, scheduling and participating in weekly ITFO meetings. Contractor Task Manager(s) may also be required to attend meetings

· Meet with ITFO Director on a frequent basis, estimated to be every two weeks

· Being prepared to meet with the COTR on a weekly and an ad hoc basis. Basic responsibilities shall include:

· Coordinating the meeting spaces with the Government and sending out the meeting invitation and background information

· Preparing meeting agendas, reports and any other required/needed documentation

· Recording meeting minutes to capture the subject, date, attendees, major decisions, areas of non-agreement, and any action items assigned during the meeting

· Ensuring funds are monitored, tracked, and appropriately used for the authorized work

· Ensuring effective interaction, coordination, and cooperation among the Contractor’s staff, to include subcontractors; are maintained at an effective professional level

· Appropriately addressing and following up on management, programmatic, and operational issues

· Ensuring that all submitted financial reports and invoices are consistent and accurate. This includes coordinating, developing, tracking, modifying and ensuring reports, graphs, and other communications capture the information required by the Government. The Contractor shall maintain historical information to be used by the Government and shall provide the information to the Government as requested and at the end of the contract

· Implementing approval and tracking procedures for the authorization of travel and ODC’s

· Populating and maintaining a master action items list and a meeting minute repository within SharePoint. Action items shall include all issues and risks identified in the meetings C.17.1 Program Manager and Deputy Program Manager Experience and Education Requirements

Program Manager - The Program Manager (PM) shall have a minimum of 10-15 years experience, of which a minimum of five (5) years shall be project management experience, demonstrating project management support services with large number of resources, high risk, sensitive projects and division level management experience managing projects and staff of comparable scope to the effort assigned. This experience may have been acquired during the same period described above. A Masters Degree in Accounting, Finance, Management, Public Administration, Information Technology, is desired.

Deputy Program Manager - The Deputy PM (DPM) shall have a minimum of five (5) years project management experience or similar experience at a position of authority or senior to midlevel responsibility. Of which a minimum of three (3) years shall be project management experience, demonstrating project management support services with large number of resources, high risk, sensitive projects and midlevel management experience managing projects and staff of comparable scope to the effort assigned. This experience may have been acquired during the same period described above. A Bachelors degree in Accounting, Finance, Management, Public Administration, Information Technology, is desired.

C.17.2 Program Management Plan

Not later than ten (10) business days following completion of the Transition Plan (Section C.25), the Contractor shall provide the COTR/CO the Final Program Management Plan that identifies but is not limited to identification of resources, milestones, operational planning etc., The final plans: Communication, Staffing, Risk Management, Management Approach, Training, Emergency Readiness, Security, Training, Quality Control and any other Contractor proposed and accepted plans shall be submitted to the CO and the COTR. The Management Plan shall include the VIP Support Process identifying the escalation procedures to ensure proper response times to VIPs, meeting elevated VIP requirements and accountability activities without jeopardizing the operations. Upon receiving comments from the COTR/CO, the Contractor shall address the comments and submit the revised final plan(s) to the COTR and copy to the Contracting Officer within five (5) business days. Upon acceptance and approval the Program Management Plan and plans noted above shall be incorporated into the contract and as such will no longer be proprietary.

C.18 Quality Control

For all areas of responsibility detailed within this SOW, to include TO(s), the contractor shall define and implement quality control review and internal audit procedures in it’s Quality Control Plan (QCP) The Contractor shall execute and document the results of reviews and audits, and ensure that all related documentation (e.g. internal audit reports) are available to the Contracting Officer’s Technical Representative (COTR) and/or Contracting Officer (CO) at any time upon request. The results of QCP actions executed during the execution and close-out of the ITFO contract and any TO(s) are due within 10 business days following the end of the TO period of performance and at the end of the contract.

The Contractor’s approved QCP shall be incorporated into the award and is no longer considered proprietary. The QCP shall be updated as required due to changing requirements or quality issues.

The QCP shall be consistent with the draft QCP plan provided with the Contractor’s proposal. The Final QCP shall be submitted to the CO within ten (10) business days of receiving the Government’s comments for review and acceptance. The Contractor shall provide a revised QCP if/as requested by CO within five (5) calendar days of CO’s notification.

The Government will implement a Quality Assurance Surveillance Plan (QASP) to provide oversight of the Contractor’s quality control efforts and to observe the Contractor’s performance.

The Government will perform performance assessments which may be planned and/or random. The Contractor’s performance shall be evaluated as noted in paragraph C.24 and IAW the draft QASP. (Attachment 16). The areas to be assessed for quality assurance are as follows:

· Quality of Product or Service

· Cost Control

· Timeliness of Performance

· Business Relations – ITFO, ICE end users, others

· Key Personnel

· Customer Satisfaction The COTR will consolidate the assessments provided and following review, forward them to the Contractor Program Manager and the appropriate Office of Acquisition (OAQ) Contract Specialist and CO.

If the Contractor receives a rating of less than acceptable the COTR will contact the Government TTM(s) to discuss the issue. As required, the COTR will contact the CO and request a meeting with the CO, and/or TTM(s) and the Contractor PM to advise the Contractor of the assessment results. The PM shall provide the CO and COTR the Contractor’s strategy which identifies the specific corrective actions and improvements Contractor performance, within five (5) business days after the date identified by the CO. Following acceptance by the CO and the COTR of the submittal, the COTR will provide an approved copy of the revised QCP to the TTM and the PM. The Contractor shall incorporate the response into the QCP.

C.19 OPERATIONAL Tasks C.19.1 Requirements The Contractor shall provide management and IT support services to the Government:

· Local Area Network (LAN), Wide Area Network (WAN), Metropolitan Area Network (MAN) Administration and Infrastructure Services

· Computer Room and Wiring Closet Services

· General IT Services and Problem Resolution

· Information System Security Officer (ISSO) Support Services

· IT Inventory Management Services

· Special Worksite and Enforcement Operation Support as well as special event support (e.g. Super Bowl, Conventions, and Conferences etc.)

· Other tasks as ordered on TO(s) and within the scope and guidelines of this contract

The ICE environment is dynamic and regularly establishes new sites; relocates or expands existing offices; and closes facilities. LAN Administrators shall be based at one site but provide support to other sites within that geographic area either remotely or via site visits. Each area is comprised of multiple sites with different business units. In addition, LAN Administrators may be required to support locations in other areas. The Contractor shall exercise flexibility to adjust staff to fully meet changing requirements.

The Contractor shall be prepared for increases in workload under this contract. Workload may increase significantly in situations including, emergent requirements and emergency situations, the Contractor shall provide a means by which to redistribute workload within the TO that will meet these increased situations.

The Contractor shall ensure that all employees are experienced in Microsoft Office, Big Fix, Microsoft Windows Active Directory and Exchange, Windows 2000, Windows XP, journaling, archiving, storage (NAS, SAN), and network management tools. The Contractor employees shall be familiar with security virus protection tools, such as McAfee ePolicy Orchestrator (ePO), and Windows Server Update Services (WSUS).

Approximately 10% of contractor personnel will require Top Secret/Sensitive Compartmented Information (TS/SCI) clearances not later than the end of the transition period following award. It is estimated that the number of TS/SCI cleared personnel will increase to approximately 30% of contractor personnel. TS/SCI locations will be provided after award.

C.19.2 Support Services The Contractor shall identify staff and ensure that the operational and core hours are appropriately staffed to provide end user support. Operational hours are from 6:00 a.m. to 6:00 p.m. Monday through Friday local time. Coverage shall be provided on all federal holidays that may fall during the designated hours and work days. The Contractor shall manage and schedule its staff to perform normal, course-of-business services during the business hours specified. Contractor scheduling and management may require staggered work periods or staggered workdays dependent on local conditions, to avoid overtime. All other overtime requested by the Contractor shall be pre-approved in writing by the CO. The Government may require the Contractor to schedule overtime.

Approximately 10% of ICE locations require twenty-four hours a day, seven days a week, and three hundred sixty-five days a year (24 X 7 X 365) coverage. The locations will be identified at award.

Communication devices (e.g. pagers, Blackberry(ies), PDA devices, cell phones etc.) supplied by the Government, will be carried by LAN administrators to provide after hours response ensuring 24 X 7 X 365 coverage.

Appendix B, C, D and E contains the public Government locations (city and state) along with historical user ticket counts for all the ICE locations that ITFO supports.

C.19.2.1 Emergency Situations In the event of an emergency (e.g. hurricane, wild fire, tropical storm, etc.), Contractor personnel shall be required to continue working at their normal locations (if unaffected by the situation) or be deployed to the vicinity of the incident to assist the Government with its efforts to respond to and recover from the impact of the incident on ICE IT resources and capabilities. Should the Federal Government or ICE declare an emergency (e.g. hurricane, flood, foreign attack, etc.) the Contractor PM shall be responsible for keeping the TTM apprised of the status and location of all Contractor staff, sub-contractor staff and resources.

Where notice is provided, the Contractor will work in concert with on-site program staff. The Contractor shall be responsible for shutting down IT resources as part of facility closure in the event of emergency situations where the Government has prior notice. The Contractor shall assist the local ITFO Government employees, TTM, or take the lead as directed by the Government to accomplish the following as appropriate:

· Shut down computers, move them out of harms way if possible (e.g. away from windows, place plastic covers over equipment, etc.)

· Perform a final back-up of equipment and secure data backup

· Shut down servers

· Verify all hard drives are labeled with server name/sequence number

· Disconnect IT equipment from walls

· Label connections removed

· Power off non-essential equipment

· Disconnect data circuits

· Cover all equipment with plastic sheeting

· Attend and report at local Emergency Planning meetings

· Ensure equipment is secure at all times

· Re-installing equipment once the event has ended When no prior notice is possible and at the request of the Government, the Contractor shall work in concert with on-site Program staff, to respond and mitigate the impact of no-prior notice emergencies (e.g., tornados, earthquakes, terrorist acts etc.). Support maybe provided by assisting the local ITFO Government employees as follows:

· Function as local POC for response and recovery actions

· Gather information on the impact of the event

· Gain access to the facility and to assess damage to the facility and the IT resources

· Identify additional resources required (equipment, other purchases, staff, etc.) to begin or sustain recovery efforts

· Ensure equipment is secure at all times

· Re-installing equipment once the event has ended C.19.3 Problem Resolution The Contractor shall support ITFO in two primary ways:

· Responding to end-user requests through the ICE Service Desk for Tier II requests

· All services/tasks referenced in Appendix E and elsewhere in the SOW The Contractor shall resolve service calls that are received through the ICE Service Desk located in the BMC REMEDY system, in accordance with standard operating procedures for resolving service tickets that will be provided by the Government. The contractor shall continually monitor the BMC Remedy queue. Appendix D provides a snapshot of the top ten service requests.

In addition to service calls, as initiated by tickets, the Contractor shall assist users with developing Information Technology Service Requests (ITSRs) for new IT requirements (e.g. new hardware requirements, facility add-ons, moves, adds and changes, etc.) The Contractor shall assist users with developing an IT Change Request (ITCR) when they have a new Information Technology product, process, or performance standard, or have a request to modify or retire an existing standard C.19.4 VIP Support There are various personnel that are considered mission critical and are identified as Very Important Persons (VIPs). VIPs are currently located throughout the ICE organization. The Government determines VIP status and a list of VIPs and their locations will be provided at award. The list is subject to change and the Government will provide as much advance notice as is possible. Such notice may be a little as 24 hours. The Contractor shall maintain, update and secure the VIP list from unauthorized access throughout the life of this contract.

Escalation is the process that shall be followed when a VIP IT support request has been submitted. These requests shall be provided to the senior level Government resource for proper guidance that will be provided to the Contractor for resolution. On occasion the resolution may involve internal or external organizations with the requisite skills or resources to resolve the issue.

The Contractor shall follow their established VIP Support Process as identified within the Contractor’s Program Management Plan, which shall incorporate Government defined requirements and make adjustments as required to meet the required VIP response and resolution requirements. The Contractor shall work with the designated TTM for that location to track support activities for identified VIPs. The Contractor VIP Process shall include the appropriate contact procedures of the VIP requestor for an ITFO technician and include the process and procedures to be followed if the VIP requestor is not available to include the requestor's administrative aid, special assistant, or other appropriate staff member. The VIP Process shall also include procedures to ensure, that in the event that contact still cannot be made with the VIP requestor the Government Regional and/or Area Manager or his/her designee shall be notified within one half hour (1/2).

BMC REMEDY tickets for VIP support shall be updated every 2 hours and resolved within 24 hours. The Contractor shall ensure the Government Regional and/or Area Manager or his/her designee and the TTM are informed of the status every 4 hours until event resolution.

The Contractor shall immediately notify the TTM of any VIP tickets initiated during normal business hours. For after hours VIP tickets the Contractor shall notify the Government Duty Officer and the TTM immediately via email of any after hours VIP tickets.

C.19.5 Email Services The ICE email environment is predominantly Microsoft Exchange. A major responsibility of the LAN Administrators is to perform regular maintenance and email enhancements to include at a minimum:

· Adding, deleting, and moving user accounts

· Performing backups and restores to tape management

· Managing patches that have been already been pushed to the user community

· Implementing revisions to desktops, laptops, servers etc. as approved by the Infrastructure Change Control Board

· Providing user support and device configuration for the following: Blackberry, Outlook Mobile Access, and Windows handheld devices

· Retrieval and forwarding requests for documents for investigations and/or Freedom of Information Act (FOIA) requests pertaining to persons, subjects matters or…