DRAFT_Attachment_J.10_DRAFT_Task_Order__2_MSC_PWS_V2.2.docx

Department of Homeland Security (DHS) Federal Emergency Management Agency (FEMA) O&M Task Order Template O&M IDIQ Contract #

XX/XX/2016

Funding: Ceiling:

1. PROJECT TITLE: Mobile Service Center – Technical and Business Support: The objective of the FEMA MSC is to operate and maintain highly reliable and available telecommunications services (terrestrial, wireless, and SATCOM) and provide program management, financial and contract management to support the telecommunications services. Technology refresh efforts are included in the operations and maintenance activities to streamline and improve how FEMA manages its communications resources, identify and implement innovative telecommunications technologies that support FEMA’s enterprise mobility environment, and to improve an infrastructure that supports these technologies via refresh efforts.

2. BACKGROUND: As a member of the nation’s emergency management team and component of the Department of Homeland Security (DHS), the Federal Emergency Management Agency (FEMA) works with citizens and first responders to prepare for, protect against, recover from, and mitigate all dangers and threats to the United States. Having a robust, resilient, redundant, and survivable communications system is critical to FEMA’s success in accomplishing this mission. The Mobility Service Center (MSC) within the Office of the Chief Information Officer’s (OCIO) Service Operations Division manages telecommunication assets and services within FEMA in order to sustain and improve its day-to-day operational and disaster support telecommunications capabilities.

3. SCOPE: To help manage its telecommunications assets and services more effectively and efficiently, FEMA seeks subject matter expertise in telecommunications, project and program management support, lifecycle management, and evolving technologies. In addition, subject matter expertise in acquisition planning, financial analysis, obligation reconciliation, service ordering and provisioning, billing reconciliation and dispute, helpdesk and monitoring/tracking are the key areas requiring support. FEMA requires contract services for the following two overarching areas: (O&M IDIQ - Functional Areas 1, 3 and 4)

3.a Technical – Assisting FEMA with wireless, wire line, and satellite technologies acquisitions which support voice and data communications to meet those needs, and support to FEMA staff managing these technologies from contractual, and operational and maintenance perspectives. This includes 24 X 7 X 365 call center support for mobility Tier I and II help desk functionality, website maintenance, and NIOS systems operations and maintenance, performance monitoring, integration services, and support of major enterprise disaster and non-disaster assistance . This can also include system engineering support for technology refresh efforts, managing tasks and activities at the project level, and providing program management – centralized coordinated management of all related projects. Managing related projects as a program consolidates processes, resources, and deliverables to achieve requirements more effectively and efficiently and reduce risks associated with managing each project separately.

3.b Business Assisting FEMA with financial and contract management including, but not limited to, telecommunications provisioning and procurement services, funding management, invoice and reconciliation management, service contract/agreement administration services, dispute management timely reports for accountability of assets, status of funds of telecommunications contracts, and audit and optimization. Also includes assisting in supporting FEMA disaster and non-disaster operations including invoicing, billing, payment, device and service ordering, delivery processes, standardized reporting, auditing, and asset management. Additional tasks include compilation of data and system entry for input into, but not limited to, the DHS & FEMA applications such as Information Management System (IMS), Acquisition Planning Forecast System (APFS), Enterprise Coordination Approvals and Processing System (eCAPs), Integrated Financial Management Information System (IFMIS) and New Periodic Reporting System (nPRS) for the OMB-300 IT dashboard.

4. APPLICABLE DOCUMENTS: Guiding Principles for Submissions All respondents are required to submit proposals that include all services detailed in the Program Requirements as detailed within this PWS.

All submissions are required to comply with all existing policies and adhere to Departmental and Agency best practices outlined in several documents. These policies include, but are not limited to the following:

· The Federal Information Security Management Act of 2002,

· DHS 4300A and 4300B Security handbooks,

· DHS HSAR Deviation 15-01, Attachment 1 & 2

· FEMA Directives 140-1 and 140-2,

· FEMA IT Operations Plan,

· FEMA Strategic Plan,

· iFEMA Standard Operating Procedures: Citrix

· iFEMA Standard Operating Procedures: Good for Enterprise (GFE) – Good Dynamics

· M:1:1 Concept of Operations (CONOPS), and

· Federal Acquisition Regulations.

These references are available for review upon request. Access to these documents is restricted to United States Citizens. The Contractor shall be required to come to FEMA offices to review these references.

Additional guiding principles for the iFEMA Program must also be considered and include the following expectations:

1. All systems requiring engineering and/or development shall comply with Appendix B, Systems Engineering Life Cycle (DHS Systems Lifecycle); Version 2.0 dated September 2010 from Department of Homeland Security’s Acquisition Instruction/Guidebook, 102-01-001. The system lifecycle framework is designed to ensure that appropriate activities are planned and implemented in each state of the life cycle to increase the success of the program and its projects.

2. All EA-related component acquisitions shall be IPv6 compliant as defined in the U.S. Government Version 6 (USGv6) Profile (National Institute of Standards and Technology (NIST) Special Publication 500-267) and the corresponding declarations of conformance defined in the USGv6 Test Program.

3. All geospatial implementations shall comply with the policies and requirements set forth for the DHS/FEMA Geospatial Information Infrastructure (GII). This shall include submission to the Enterprise Architecture Board, or their designee, for review and approval of insertion of hardware, software, services, appliances, and/or structural metadata into the Homeland Security Enterprise Architecture (HLS EA).

4. All solutions and services shall meet DHS/FEMA Enterprise Architecture policies, standards, and procedures. Specifically, the Contractor shall comply with the following HLS EA requirements:

· All developed solutions and requirements shall be compliant with the HLS EA;

· All IT hardware and software shall be compliant with the HLS EA Technical Reference Model (TRM) Standards and Products Profile;

· Description information for all data assets, information exchanges and data standards, whether adopted or developed, shall be submitted to the Enterprise Data Management Office (EDMO) for review, approval and insertion into the DHS/FEMA Data Reference Model and Enterprise Architecture Information Repository;

· Development of data assets, information exchanges and data standards will comply with the DHS/FEMA Data Management Policy MD 103-01 and all data-related artifacts will be developed and validated according to DHS/FEMA data management architectural guidelines; and

· Applicability of Internet Protocol Version 6 (IPv6) to DHS/FEMA-related components (networks, infrastructure, and applications) specific to individual acquisitions shall be in accordance with the DHS/FEMA Enterprise Architecture (per OMB Memorandum M-05-22, August 2, 2005) regardless of whether the acquisition is for modification, upgrade, or replacement.

5. REFERENCES

The following DHS/FEMA Management Directives are applicable and will be provided upon request:

Title 40 of United States Code and the Federal Management Regulation (41 CFR chapter 102),

0007.1 - Information Technology Integration and Management 0475 - Information Collection Program

0480.1 - Ethics-Standards of Conduct 0560 - Real Property Management Program 0565 - Personal Property Management Directive 0590 - Mail Management Program 0731 - Strategically Sourced Commodities Policy and Procedures 1120 - Capitalization and Inventory of Personal Property

1130.1 - Electronic Funds Transfer for Disbursements, Collections and Deposits

4010.2 - Appendix A- Software Applications and Operating Systems

4010.2 - Appendix B- Web-Based Intranet and Internet Information and Applications

4010.2 - Appendix C- Telecommunications Products

4010.2 - Appendix D- Video and Multimedia Products

4010.2 - Appendix E- Self-contained, Closed Products

4010.2 - Appendix F- Desktop and Portable Computers

4010.2 - Appendix G- Functional Performance Criteria

4010.2 - Appendix H- Information, Documentation and Support

4010.2 - Section 508 Program Management Office and Electronic and Information Technology Accessibility

4100.1 - Wireless Management Office

4200.1 - Guide to Information Technology Capital Planning & Investment Control (v7.1)

4200.1 - IT Capital Planning and Investment Control (CPIC) & Portfolio Management

4400.1 - DHS/FEMA Web (Internet, Intranet, & Extranet Information) & Information Systems

4500.1 - DHS/FEMA E-Mail Usage

4600.1 - Personal Use of Government Office Equipment

4700.1 - Personal Communications Device Distribution 4800 - Telecommunications Operations 4800 - Attachment A- Frequently Asked Questions (FAQs) 4800 - Attachment B- Logon Screen 4900 - Individual Use and Operation of DHS/FEMA Information Systems-Computers 5110 - Environmental Compliance

8200.1 - Information Quality

9300.1 - Continuity of Operations Programs and Continuity of Government Functions 11005 - Suspending Access to DHS/FEMA Facilities, Sensitive Information, and IT Systems

11020.1 - Issuance of Access Control Media 11021 - Portable Electronic Devices in SCI Facilities

11030.1 - Physical Protection of Facilities and Real Property 11041 - Protection of Classified National Security Information Program Management 11043 - Sensitive Compartmented Information Program Management 11044 - Protection of Classified National Security Information Classification Management 11045 - Protection of Classified National Security Information-Accountability, Control, and Storage 11046 - Open Storage Area Standards for Collateral Classified Information 11047 - Protection of Classified National Security Information Transmission and Transportation 11048 - Suspension, Denial and Revocation of Access to Classified Information 11049 - Protection of Classified National Security Information- Security Violations and Infractions

11050.2 - Personnel Security and Suitability Program 11051 - Department of Homeland Security SCIF Escort Procedures 11052 - Internal Security Program 11053 - Security Education, Training, and Awareness Program Directive

11056.1 - Sensitive Security Information (SSI)

11060.1 - Operations Security Program 11080 - Security Line of Business Integration and Management

DHSSCG OS 001 HSDN J-6A (FOUO)

DHS SCG OS 002 IT CA Final J-6B (FOUO) DHS Form 560-1 DHS Form 560-3 Property Transfer Receipt DHS Systems Engineering Life Cycle (DHS Systems Lifecycle) Part I & Part II Version 2.0 Sept. 2010 DHS Systems Engineering Life Cycle (DHS Systems Lifecycle) Tailoring Plan Guide Version 1.4.3 Sept. 2010 025-01 - Sustainable Practices 066-01 - Safety and Health Programs (Revision 00) 141-01 - Records Management 252-01 - Organization of the Department of Homeland Security (Revision 00)

6.0 PERFORMANCE REQUIREMENTS: Managed Services Requirements

In addition to having extensive knowledge and experience in Program and Project Management and telecommunications, the Contractor shall be proficient in other functional areas including market research for acquisitions, business and enterprise planning, budgeting, space and facility management, DHS & FEMA IT security requirements, supply chain management, and training. This knowledge and experience will enhance the Contractor’s ability to provide support in program/project management, operations support, systems engineering and lifecycle management, and the evolving technologies lab for the MSC, the mobility environment for FEMA (iFEMA), and Workforce Transformation programs as detailed below.

6.1 Task 1 - Mobility Services Center

The Contractor shall support FEMA in its CORE Mobility Services business to include: identifying business needs, assisting with acquiring wireless, wire line, and satellite technologies to meet those needs, and managing these technologies from financial, contractual, business and operational perspectives.

6.1.1 Mobility Support

The Contractor shall support FEMA in completing all tasks and activities required to support FEMA enterprise mobility requirements including provisioning, management, optimization, support, cost reconciliation and reporting. The goals of this support are to improve control and visibility into telecommunications inventory and expenses, reduce cost, ensure compliance, and reduce help desk burden. The contractor shall also support provisioning, management, cost reconciliation and reporting of FEMA employee mobility while travelling internationally. The Contractor is responsible for helping FEMA quickly and smoothly transition wireless, wire line and satellite service (i.e., inventory, contracts, invoices, and usage data) from one vendor to another as per the schedule and with little or no notice by FEMA’s users. Details regarding how this transition will be performed shall be documented in the Transition Plan.

6.1.2 Financial/Contract Management Support

The Contractor shall assist FEMA with financial and contract management including, but not limited to, telecommunications provisioning and procurement services, funding management, invoice and reconciliation management, service contract/agreement administration services, dispute management, and audit and optimization. The Offerer shall have demonstrated knowledge of provisioning systems, preferably NIOS (Network Inventory Optimization System), to assist in supporting FEMA disaster and non-disaster operations including invoicing, billing, payment, device and service ordering, delivery processes, standardized reporting, auditing, and asset management. The Contractor shall perform financial reporting as requested and additional tasks including compilation of data and system entry for input into, but not limited to, the Information Management System (IMS), Acquisition Planning Forecast System (APFS) and New Periodic Reporting System (nPRS) for the OMB-300 IT dashboard.

6.1.3 Telecommunications Provisioning and Procurement Services To establish telecommunications provisioning with a pool of well-qualified service providers in both the current and future portfolios of FEMA, the Contractor shall assist FEMA with all telecommunications provisioning and procurement services including developing of acquisition packages, development of bid evaluation documents, measurement of work completed, computation of payments, addressing problems, make recommendations to the Contract Officer’s Representative (COR) regarding modifications to the contract, and monitor to ensure the vendor achieves contract objectives and report to FEMA any Service Level Agreement (SLA) deviations. The Contractor shall have demonstrated success in strategically leveraging the pool of suppliers to lower the total cost of ownership for telecommunication service and devices.

6.2 Task 2 - Financial Management

The Contractor shall assist FEMA to plan, direct, monitor, organize, and recommend monetary resources for FEMA’s telecommunications assets, data, and services by completing the following tasks:

· Monitor FEMA’s MSC contract spending levels, service line counts, or other measurable indicators that have been agreed upon between FEMA CO/COR and the service providers to track FEMA’s attainment of any commitment levels or spending obligations;

· Advise FEMA of strategies to address potential shortfall scenarios;

· Receive, validate, code for chargeback, and assist with receiving document development to pay (upon receipt of agency funding designated for payment) all service provider invoices and recommend not pay if the receipt is incorrect or under dispute;

· Provide reports, information, and data in electronic format as necessary to request agency funding to pay service provider invoices and to update FEMA’s general ledger or financial management system with the correct chargeback information; and

· Update and maintain the accuracy and currency of account lists, supplier, and agency information in the Contractor’s data and payment systems.

Note: This support is limited to those changes identified to the Contractor by FEMA or as a result of other service providers and is not meant to imply that the Contractor is expected to anticipate or identify needed changes brought about by FEMA operations or organizational/personnel changes.

· Support the COR with financial management activities including receiving document preparation, program budget forecasting, tracking, and updates for IT Dashboards.

· Provide Financial reports as requested by FEMA on a weekly, monthly, or ad hoc basis. Such reports may include but not be limited to Obligation versus Expenditure, Program Status reports, Inventory allocation, Monthly Program Spend, and recommendation of funding de-obligations.

6.2.1 Invoice and Reconciliation Management

The Contractor shall perform the following tasks to support the invoice and reconciliation management processes:

· Collect, process, and validate paper and electronic invoices received from multiple carriers in multiple billing formats against agency information, ordering records, and telecommunication contract or service agreement terms;

· Audit and reconcile all provider invoices billed to FEMA in an effort to identify potential audit savings on behalf of FEMA. At a minimum, auditing should include:

· Validation of account ownership and service existence for accuracy;

· Verification of rates, charges, and discounts;

· Verification of correct account numbers and phone numbers associated with accounts;

· Analysis of invoices with international service charges for waste, fraud, and abuse

· Identification and recovery of missing carrier invoices; and

· Analysis of invoices for abuse, misuse & fraud;

· Allocate cost information from provider invoices across FEMA’s organizational units or financial accounts to provide increased visibility and accuracy for FEMA’s cost and spend management functions;

· Prepare receiving and monthly reports identifying billing and invoicing acceptance or rejection for agency claim and dispute; and

· Integrate invoice data with service provider procurement and inventory management data records to enable and support spend, inventory and usage analysis.

6.2.2 Service Contract/Agreement Administration Services

In addition to supporting the maintenance of contract files and assisting with oversight of vendor activities the Contractor shall monitor key events associated with wireless, wire line, evolving technologies and satellite service contracts and agreements including, but not limited to, expiration dates, annual review dates, thresholds for additional discounts, and notification deadlines for various contract or agreement options.

6.2.3 Dispute Management

The Contractor shall assist the FEMA CO/COR to represent FEMA when managing disputes which includes the following tasks:

· Collect and prepare support material necessary to file and defend claims submitted to the carriers for billing and account corrections;

· Research, review, and dispute all potential billing errors and track all documentation associated with these errors; and

· Write and send claims and all supporting documentation to carriers and suppliers to identify and recover any audit savings for FEMA.

Note: These are not contract claims as defined in FAR Part 33, which will be handled separately by a warranted Contracting Officer.

6.3 Task 3 - Device Disposition/Disposal Services

The Contractor shall assist MSC government staff, in conjunction with the FEMA APO (Accountable Property Officer) and FEMA Security Office, The following guidance shall be adhered to regarding device disposition/disposal services when providing assistance:

· Compliance with Title 40, Chapter 5 of United States Code, the Federal Management Regulation (41 CFR chapter 102), for the disposition, replacement, sale, exchange or disposal of electronic devices and personal property, and any relevant agency-specific directives;

· Utilization of agency-approved device disposition, replacement, sale, exchange, and disposal processes that integrate with the FEMA’s inventory management system and/or FEMA’s property management process and procedures;

· Draft and implement approved policy and procedure documents needed to implement the disposition, replacement, sale, exchange, and disposal process;

· Collection and staging devices for disposition, replacement, sale, exchange or disposal in accordance with FEMA-approved process;

· Redeployment of assets not intended or ready for disposal, replacement, sale or exchange and update the expense, billing, and inventory management database to reflect the change in status, use, and/or ownership; and

· Transfer assets intended for disposal, sale, or exchange and update the expense, billing, and inventory management database to reflect the change in status, use, and/or ownership.

6.4 Task 4 - Audit and Optimization

On behalf of FEMA, the Contractor shall assist government staff with ordering and managing all telecommunications services. The services provide the best value and efficiency and take advantage of opportunities and best practices to optimize standard concepts and processes resulting in enhanced mission performance, timely delivery of service, savings for FEMA, accountability of telecommunications assets, and customer satisfaction. Moreover, the Contractor shall assist FEMA by identifying cost-reducing and process-optimizing opportunities, presenting findings and making recommendations, executing recommendations as directed by FEMA, and monitoring savings and other benchmarks.

6.4.1 Assessment

Audit and optimization start with a comprehensive assessment of FEMA’s existing wireless, wire line, and satellite service contracts and agreements. By benchmarking FEMA’s existing pricing, service terms and conditions and comparing those benchmarks with other federal and commercial customers and accepted “best practices,” the Contractor shall identify improvement and cost savings opportunities. This assessment coupled with regular meetings with the FEMA PM/COR and CIO will help the Contractor work with FEMA to develop strategies for dealing with carrier contract-related issues and achieving optimal pricing or service terms as well as formulating methods to maximize negotiation strength with wireless carriers. On at least a quarterly basis, the Contractor shall calculate costs and/or cost avoidance to the agency based on actual monthly usage patterns of users and recommend where individual account and rate plan changes could result in cost savings.

6.4.2 Findings/Recommendations

Based on findings from the assessment, the Contractor shall report findings and provide recommendations to FEMA on at least a quarterly basis. These findings and recommendations include, but are not limited to, the following:

· How changes in the telecommunications industry or new service offerings impact FEMA’s contracts/ agreements and which strategies could reduce costs and improve quality (e.g., buying new services, terminating existing services, and modifying technical services);

· Rationalization of rate plan types, number of service lines with specific carriers, the number of total carriers, and other opportunities that might lower total cost while maintaining or improving the quality of telecommunication service provided to FEMA’s users; and

· Migration of service lines between specific carriers, changes in contract terms and conditions, and other opportunities that might lower total cost while maintaining or improving the quality of service provided to FEMA’s users.

6.4.3 Execution

As new technology and offerings become available in the marketplace the contractor recommends FEMA request price quotes to help FEMA determine the best strategy and participation in economies of scale. Often times previous generation becomes a reduced price but still meets the FEMA mission.

The Contractor shall work with FEMA to carry out and implement approved contract optimization recommendations, changes, and sourcing/competitive bidding among carriers intended to lower overall total cost.

6.4.4 Monitoring

The Contractor shall continuously track savings derived from the rate plan optimization efforts and, on at least a quarterly basis or as requested, report these savings to FEMA per the Appendix A of this document.

· Task 5 - Deliverables In addition to providing access to subject matter experts able to help agency managers find answers to management questions or run ad hoc queries against data and information collected and maintained by the Contractor, the Contractor shall compile, prepare, and deliver in electronic format standard reports about FEMA’s wireless, wire line, evolving technologies, and satellite telecommunications as detailed in Appendix A of this document.

· Task 6 - Operational Management The Contractor shall assist FEMA staff with and have extensive experience in operationally managing telecommunications assets, data, and services and providing support in order management, inventory and asset management, incident management and help desk support, and audit optimization.

· Task 7 - Order Management The Contractor shall be responsible for processing FEMA request for new service, devices, and accessories from agency-approved suppliers by following FEMA’s centralized ordering process and utilizing the existing NIOS portal. Administered by the Contractor, this portal includes a workflow capability that automates the order management process from order initiation through delivery, assigns roles and responsibilities to workflow tasks, and stores asset information using FEMA’s approved property management process in conjunction with the FEMA Asset Property Officer (APO). NIOS also allows for the completion of procurement transactions across multiple providers including moves, adds, changes, and disconnects (MACDs) and their necessary agency coordination and approvals.

· Task 8 - Inventory and Asset Management The Contractor, in conjunction with the FEMA APO, shall follow all inventory and asset management processes to support and accommodate asset tagging of controlled devices with agency-approved labels as part of the requisition or deployment processes; maintain an accurate master inventory of all wireless devices and services in current use by FEMA throughout the Move/Add/Change/Delete (MACDs) process; and track inventory via a hierarchy from the Directorate level down to the individual level. This inventory will provide a one to one relationship at the lowest level of a name to a number. Moreover, the Contractor shall exchange inventory data (either directly or by file import/export) to/from agency asset or property management systems, or make necessary accommodations within FEMA’s data systems that allow them to be used in lieu of and in compliance with FEMA’s asset/property management policies and procedures.

6.9 Task 9 - PERFORMANCE STANDARDS: Incident Management and Help Desk Support The Contractor shall provide three levels of help desk support as described in the table below:

FEMA Mission Support Average 60 calls per day Monday thru Friday, average 5 calls per day Saturday & Sunday Average 200 EMAILs per day Monday thru Friday, Average 20 EMAILs per days Saturday & Sunday 24 hours a day x 7 days a week x 365 days a year

Agency-specific Procurement and Ordering Support

· MACD (Moves, Adds, Changes, and Deletions) orders for equipment or services

· Canceling and replacing lost equipment

· Fixing and/or replacing malfunctioning equipment

· Account changes

· Answering questions regarding rate plans and features, orders or any other customer inquiries Monday through Friday/8:00 a.m. – 8:00 p.m. (U.S. Eastern Time) Escalations and disasters will be supported 24x7x365 via on call personnel

General Requirements: Occupational Safety and Health Administration (OSHA) practices and policies must be followed during this contract.

NOTE: See Appendix B Audit and Optimization The Contractor shall ensure that authorized services are provided within the FEMA specific parameters, contracted committed service levels, and FEMA-designated procedures by supporting periodic government audits of inventory accounts. This support includes providing inventory listings (reports) and supporting documentation that demonstrates how details for supporting reports were captured and summarized, and cooperating with agency audit officials as they perform their duties.

6.10 Task 10 - DELIVERABLES AND DELIVERY SCHEDULE: All reporting shall provide the capability to generate custom-designed and ad hoc reports, at both summary and various organizational or financial account levels that capture “top down” from DHS/FEMA level consolidated reporting down to the lowest component operational level reports. The reporting process shall prepare and provide necessary periodic electronic reports or formatted data feeds to DHS/FEMA and/or support the agency’s designated systems. Required reports and other deliverables can be found in the following table and Appendix A of this document.

6.11 Task 11 - OTHER SUPPORT

As FEMA’s strategic direction and priorities change, the Contractor shall provide technical support for new initiatives and projects as warranted. Some examples of new project or initiative support which now require support are detailed below.

The Contractor shall manage the Change Advisory Board (CAB) and work with the vendors and the FEMA security office to determine acceptance/rejection of new technology for use on the FEMA network.

The contractor shall provide Government Emergency Telecommunications Service (GETS) & Wireless Priority Service (WPS) administration. The Primary and Alternate POC for the FEMA GETS/WPS program are within the MSC. The contractor shall manage and coordinate with the National Communication System (NCS) on all transactions pertaining to FEMA users. The contractor shall maintain a database of all FEMA GETS/WPS subscribers and work with user communities to ensure they are NCS directive 3-10 (continuity communication) compliant

6.12 Task 12 - IN BUILDING SOLUTIONS

The Contractor shall assist FEMA with all tasks and activities required to improve the telecommunications coverage, quality, and capacity requirements for Wi-Fi users working in FEMA facilities (e.g., ensuring that networks and bidirectional amplifiers are installed, coordinating vendor site surveys).

6.13 Task 13 - BYOD (Bring Your Own Device)

The Contractor shall support FEMA in implementing its BYOD initiative by tracking and managing personal telecommunications devices approved for the FEMA network the same way that FEMA devices are tracked and managed. . In order to implement BYOD, all data must be encrypted and maintained within secure boundaries that are isolated from personal data and information.

6.14 Task 14 - FINANCIAL BUSINESS PROCESS IMPROVEMENT

The business processes should define how to manage wireless, wire line, and satellite telecommunications assets and service lines throughout their lifecycle, starting with the ordering process, moving through operational use, and ultimately concluding with their collection, possible re-issuance, and disposal.

For this PWS, the Contractor shall continually work to identify potential areas of improvement utilizing industry best practices, tools, and techniques such as Six Sigma, Lean Six Sigma, and ITIL. After identifying, documenting, and validating the current “as-is” business processes, the Contractor shall work with stakeholders to identify areas of improvement. This will include defining and documenting streamlined future “to-be” business processes for effectively and efficiently managing wireless, wire line, satellite telecommunications services and equipment.

The Contractor shall provide support necessary to refine the FEMA Telecommunications Business Model/ CONOPS Ordering Guide to ensure that it provides effective guidance to FEMA personnel in the procedures to use in ordering telecommunications equipment and services in both emergency and non-emergency conditions. Some additional process areas that need to be addressed for potential improvements include inventory management, the MACDs process, the device disposition/disposal services process, and the invoice process as it relates to invoice consolidation with major carriers.

6.15 Task 15 - NIOS SYSTEM TRAINING

FEMA personnel are provided with an effective and reliable electronic ordering and billing system through which they are able to order telecommunications equipment and services, track orders, and obtain information needed to effectively manage FEMA’s telecommunications program in both emergency and non-emergency conditions. The system also maintains accurate, complete and timely consolidated bills for all telecommunications services and equipment, provided by FEMA’s wire-line, wireless and satellite communications Contractors.

NIOS provides continuity for the following functionalities:

· Funding Management,

· Inventory Management,

· Billing and Reconciliation Management,

· Order Management,

· IT Engineering Processing; and,

· Service Desk Support.

Therefore, the Contractor must know how to use NIOS to complete tasks, perform analysis, and generate reports. Moreover, the Contractor shall train its staff as well as other users in how to use NIOS.

6.16 Task 16 - BUSINESS CONTINUITY

The Contractor shall prepare and submit a Business Continuity Plan (BCP) to the Government. The BCP Plan shall be due forty-five (45) business days after the date of award, and will be updated on an annual basis or as requested by the government. The BCP shall document Contractor plans and procedures to maintain technical and financial support during an emergency, including natural disasters and acts of terrorism. The BCP, at a minimum, shall include the following:

· A description of the Contractor’s emergency management procedures and policy

· Website/Portal disaster recovery plan

· Designate a key person as an Emergency Relocation Group member who will participate in any training or exercise conducted by DHS/FEMA HQ

· Establish a call tree for all personnel working within the scope of this contract along with methodology in which primary and alternate contacts may contact them

· A description of how the Contractor will account for their employees during an emergency

· How the Contractor will communicate with the Government during emergencies

· A list of primary and alternate Contractor points of contact, each with primary and alternate:

· Telephone numbers

· E-mail addresses Individual BCPs shall be activated immediately after determining that an emergency or incident (or exercise as appropriate) has occurred, shall be operational within 4 hours of activation or as directed by the Government based on the incident or event, and shall be sustainable until the emergency is resolved and normal conditions are restored or the contract is terminated, whichever comes first. In case of a life threatening emergency, the COR/TM shall be immediately contacted by the Contractor’s Program Manager to ascertain and present the status of any Contractor personnel who were located in Government controlled space affected by the emergency. When any disruption of operations occurs, the Contractor Program Manager and the COR/TM shall promptly open an effective means of communication and verify:

· Key points of contact (Government and Contractor)

· Temporary work locations (alternate office spaces, telework, virtual offices, etc.)

· Means of communication available under the circumstances (e.g. email, webmail, telephone, FAX, courier, etc.)

· Essential Contractor work products expected to be continued, by priority

· Participate in any necessary bridges stood up by DHS/FEMA The Government and Contractor Program Manager shall make use of the resources and tools available to continue contracted functions to the maximum extent possible under emergency circumstances. Contractors shall obtain approval from the CO prior to incurring costs over and above those allowed for under the terms of this contract. Regardless of contract type, and or work location, Contractors performing work in support of authorized tasks within the scope of their contract shall charge those hours accurately in accordance with the terms of this contract.

6.17 Task 17 - WORKFORCE TRANSFORMATION

The Contractor shall support FEMA’s effort in consolidating workspace and offering personnel options such as flexible work schedules, teleworking, shared workspace, and hoteling space to reduce costs, provide environments that promote collaboration and productivity, and improve responsiveness to disasters by providing mobility support per FEMA M-1-1 requirements.

6.18 Task 18 - DISASTER SUPPORT ONSITE

Due to the overall mission and objectives of FEMA, in the event of a disaster, disaster support shall take precedence over all other work. Resources shall be deployed to perform activities directly associated with disaster surges, including 24 x 7 support for special system enhancements to adjust the system(s) supporting the disaster, perform Program Management functions (ordering, provisioning, billings, reporting), and any un-predetermined activities.

The Contractor shall manage contractor personnel needed to support disaster requirements may be shifted from the Mobility Service Center (MSC) and iFEMA support teams to Disaster Assistance Systems, Enterprise IT Operations, PMO functions or field assignments.

FEMA’s mission, operating environment, and resource constraints require a high degree of flexibility for setting priorities and direction of Contractor work and responsiveness to meet mission requirements as follows:

· When disasters occur, many FEMA staff that work with the contracted personnel supporting helpdesk functions, PMO activities requirements definition, review of output, and system/subsystem testing, and all supported functions can be immediately deployed for unspecified periods of a few days to several weeks;

· The number of Contractor personnel reallocated during emergencies to support 24 X 7 emergency field operations depends on the size of the disaster;

· Unplanned, short-response, high-priority work is often required to support integration and cooperative development with associate Contractors that FEMA chooses to use;

· As required by the COR, the Contractor shall provide higher-level consultants and technical experts support disaster systems, legacy systems, proprietary products, or other FEMA disaster and non-disaster requirements; and

· The Contractor shall provide systems engineering life cycle (DHS Systems Lifecycle) support including integration, operations, and maintenance for each of the major enterprise disaster assistance systems.

6.19 Task 19 - ENTERPRISE MOBILITY ENVIRONMENT FEMA (iFEMA) PROGRAM The Contractor shall support the infrastructure, hardware, software, and services required to support and sustain how FEMA’s workforce utilizes mobile devices, corporate data, and applications to perform business tasks and to fulfill FEMA’s mobility strategic mission.

6.19.1 Evolving Technologies Lab

The evolving technologies lab is looking at the next generation of tablets, ultra-light laptops, and smartphones for mobility as well as a virtualization infrastructure for FEMA. Mobile Device Management (MDM) options are also being researched and recommendations sought.

6.19.2 Telecommunications Equipment

The Contractor shall provide technical and financial support of FEMA’s telecommunications efforts. iFEMA has successfully developed, tested, and implemented Smartphone (iPhone) and tablet technology (iPad, Xoom) into the FEMA network which improved FEMA’s workforce mobility and productivity during recent disaster operations and administrative support operations. iFEMA is examining the feasibility of transitioning FEMA staff from Blackberry to Apple devices and implementing Citrix to provide virtualization and remote desktop capabilities to FEMA staff, which would allow them to access their desktops from anywhere using their iPads. In addition, FEMA is looking at the feasibility of the GOOD collaboration suite for employee utilization in a mobile environment. As the programs evolve, the Contractor shall provide technical and financial support of changing technologies.

6.19.3 Virtualization Infrastructure

The Contractor shall provide continued support of iFEMA’s virtualization infrastructure. Moving from an environment with separate hardware for each server to a more virtualized environment using larger hardware hosting multiple virtual servers, FEMA is looking to a standardized services oriented approach, whereby common infrastructure, information, and solutions can be shared/reused across the hosted infrastructure platform. The objective is to create a more agile hosting infrastructure where services can be reused and provisioned on demand to meet the MSC and iFEMA program needs on a virtualized environment. Partnering with suppliers and subcontractors in order to offer the best possible services for the best value is encouraged.

6.19.4 Evolving Technologies Subject Matter Expert (SME) and Engineering Consulting Services The Contractor shall research emerging technologies and review FEMA’s strategic plan to determine if any synergies that merit further investigation exist, draft proposals and recommendations, and communicate these proposals to OCIO and agency management in support of iFEMA technology refresh efforts.

6.19.5 iFEMA O&M Reporting Requirements

6.19.5.1 Audit Reports

Audit reports provide data necessary to monitor, reconcile, and audit system processing and reconciliation activities. Audit reports can be run as needed, exportable and can support the following filters:

1. Administrator activity

2. User access times and enrollments

3. Participating Agencies

4. Devices

5. Console logins and functions

6. Policy changes and versions

6.19.5.2 Program Management Reports

Device Inventory reports includes all data associated with the device, OS and applications. Device reports can be run as needed, exported and can support the following filters:

1. Device Models

2. Operation System and build level

3. Last Access times(access time not compliance check)

4. Application inventory

5. Last Compliance Check

6. Device Compliance

7. Carrier

8. Network Card IDs

9. Agency Assignment

10. BYOD or GFE

11. Security Policy Assignment

12. Application Role Assignment

6.19.5.3 System Performance Reports

System performance reports include key performance data to provide insight into the usage of the devices, reliability of the solution, and performance of devices. System performance reports can be run as needed and can support the following filters:

1. Concurrent Connections

2. Peak Time Usage

3. Total active user and device counts

4. Bandwidth utilization trends

5. End-to-End testing results

6. Authentication processing times

7. ActiveSync sync times

8. Connection Failure rate to/from device and Office365

6.19.5.4 Security Reports and Logs

Security/Compliance reports and logs include all data relevant to the monitoring and support of the system’s vulnerabilities and defenses, including attempts at fraud. Security status reports can be run as needed and can support the following data:

1. Non-compliant devices

2. Device wipe actions

3. Passcode reset actions

4. User/Devices with failed authentication

5. Aggregate data on failed authentications

6. Devices with Blacklisted applications

7. Jailbroken devices

8. Device Anti-virus versions

9. Mobile Management Agent

6.20 Task 20 - SYSTEMS ENGINEERING AND HOSTING

Utilizing Information Technology Infrastructure Library (ITIL) best practices for IT service management, the Contractor shall provide technical support for voice and data support throughout the DHS Systems Lifecycle including tiered systems engineering, hosting, application development and website maintenance, NIOS systems operations and maintenance, performance monitoring, integration services, and support of major enterprise disaster assistance.

6.20.1 Technical Knowledge and experience in the DHS Systems Lifecycle including its nine process stages:

1. Solution Engineering;

2. Planning;

3. Requirements Definition;

4. Design;

5. Development;

6. Integration & Test – adhering to best practices as defined by the International Software Testing Qualifications Board (ISTQB);

7. Production Readiness Review;

8. Operations and Maintenance – operational use, reuse, sustainment, operations, technical refresh, and maintenance of all telecommunications devices; and

9. Disposition.

6.20.2 Tiered Systems Engineering and Support Services

FEMA requires systems engineering and support services in several tiers. Expertise in application support is critical and the ability of the Contractors to perform knowledge transfer to government employees is required. The following are the suggested tiers that will be considered:

· Tier 1: Vendor site, vendor owned equipment, vendor supporting the hardware, operating system, and critical core applications;

· Tier 2: Vendor site, vendor owned equipment, and vendor supporting the hardware, operating system, and backup and recovery functions in which application support is to be done by Agency employees/Contractors;

· Tier 3: Vendor site, Agency owned equipment and vendor supporting the hardware, operating system, and backup and recovery functions in which application support is to be done by Agency employees/Contractors;

· Tier 4: Vendor site, Agency owned equipment and Agency supporting the hardware, operating system, and backup and recovery functions and the applications; and

· Tier 5: Agency site, Agency owned equipment and vendor supporting the hardware, operating system, and backup and recovery functions in which application support to be done by Agency employees/Contractors.

Proposals should include the following pricing alternatives: per tier, per server, per rack, per application or a combination of any of the above. The pricing will allow the government the option to make decisions on transitioning one or more servers or applications .

6.20.3 Application Development and Website Maintenance

For mobility platforms and telecommunications programs, the Contractor shall perform application development and management of FEMA’s web-based system (NIOS), MSC’s internal management website, other systems as requested in support of the overarching programs including, but not limited to, FEMA applications which run on mobile devices such as iPads and Android devices including the support of Commercial Off the Shelf (COTS) applications (e.g., Good for Enterprise, Good Collaboration and Citrix) and FEMA custom applications ( e.g., iCARE app running on iPads for FEMA External Affairs and PDA/ACE apps running on Android devices for Housing Inspectors).

Although developing FEMA custom applications are separate projects and funded by sponsoring organizations and programs, these applications will be hosted on iFEMA platform and could be operated and maintained by the OCIO. Applications residing on mobile devices shall be approved and developed using the DHS Systems Lifecycle which includes developing a Business case and follows the standards and security compliance

6.20.4 Hosting Services

FEMA requires Tier 2 / Tier 3 / Tier 4 engineering services for hosting the MSC and iFEMA program components. Data center components provide hosting services in support of the MSC and iFEMA programs and interconnect to the OneNet DHS/FEMA network.

6.20.5 System Operations/Maintenance

At the direction of FEMA, the Contractor shall provide technical support to modify the web-enabled system NIOS that optimizes process efficiency, service delivery by telecommunications providers through FEMA contracts or through the Contractor’s subcontractors, and provides timely reports for accountability of assets, status of funds of telecommunications contracts, and those tasks outlined in the basic contract such as but not limited to:

· Inventory/Asset Management Service,

· Invoice Management and Audit Services,

· Rate Plan Optimization Services, and

· Management Reporting Services and Fund Status on contracts for Telecommunications Service Providers.

In addition to NIOS, the Contractor shall be responsible for the operations and maintenance of other MSC systems including, but not limited to, MSC’s internal website, and mobility applications and servers by providing or warranting that maintenance support meets the functional and performance requirements as described in this PWS and all upgrades provided under this order must be free of defects and faults in material, design and workmanship conditions. Moreover, the Contractor shall propose options for certification of maintenance installation on DHS/FEMA-designated equipment and provide the maintenance upgrade information describing the following:

· How any customization may be effected by upgrades;

· The processes for issuing maintenance/fixes or upgrades;

· Both forward and backward compatibility; and

· How the product responds to operating system, application and security patches.

6.20.6 Performance Monitoring

The Contractor shall view performance data,…