Amended IMIT-Performance Work Statement.pdf

Revised

PWS

4/16/2020

PART 1

1.0 GENERAL INFORMATION

1.1 This is a non-personal services contract to provide comprehensive Information Management and Information

Technology (IM/IT) Support Services to the Department of Defense (DoD) and Defense Health Agency (DHA)

Joint Medical Facilities and other components within the National Capital Region (NCR) – primarily for the Walter

Reed National Military Medical Center (WRNMMC). The NCR has an immediate need for comprehensive technical and function IM/IT support, and associated project management support in the execution of its mission. This initiative will provide support to both existing and ongoing, but also emerging, NCR program requirements. Specific areas of coverage range include, but are not limited to, Application and Web Development, Data Center Operations, IT Help Desk End User Device, Information Assurance, Network Operations, Telecommunications, Interagency, Clinical Informatics and IT Management and Transformation. All work will be performed within the Continental

United States (CONUS).

1.2 Description of services/introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform IT related support services as defined in this Performance Work Statement (PWS) except for those items specified as government furnished property and services. The contractor shall perform to the standards in this PWS.

1.3 Background: WRNMMC leads military medicine through outstanding patient-centered care, innovation, and excellence in education and research. WRNMMC’s top priority is to care for the Wounded Warriors, Active Duty and Veterans. WRNMMC maintains around-the-clock casualty care to restore the health and well-being of those they treat. Its mission is to ensure maximum operation readiness of our country’s uniformed serves; delivery quality, customer-focused, primary and tertiary medical care; provide distinguished undergraduate and graduate medical education, professional education, and research; and develop and export innovations in healthcare services and clinical informatics throughout the nation.

• WRNMMC in Bethesda, Maryland and administrative subsets

1.4 Objectives: The objective of this contract is to procure support services via the use of task orders issued under the basic contract that will cover all types of IM/IT functions for the NCR (activities defined above). The contractor is required to maintain an up-to-date awareness of DoD policies, procedures, regulations and any other authority pertaining to the IT field. The contractor shall provide on-call support for each of the following major areas of focus. The details of the required support for each area will be provided in the associated task orders:

IT Support Services

• Task Area 1: Application and Web Development Support Services

• Task Area 2: Data Center Operations Support Services

• Task Area 3: IT Help Desk End User Device Support Services

• Task Area 4: Information Assurance Support Services

• Task Area 5: Network Operations Support Services

• Task Area 6: Telecommunications Support Services

• Task Area 7: Interagency Support

Information Management Clinical

• Task Area 8: Clinical Informatics Support Services

Information Business Operations

• Task Area 9: Information Business Operations

The contractor shall perform work and submit deliverables pursuant to each individual task order. Each task order will identify the specific work to be performed and the deliverables that are due. This is a Level of Effort Indefinite

Delivery Indefinite Quantity (IDIQ), single award task order contract (SATOC) with Firm Fixed Price

(FFP) task orders.

1.5 Scope: This initiative will provide support to both existing and ongoing, but also emerging, NCR program requirements. Specific areas of coverage range include, but are not limited to, Application and Web

Development, Clinical Informatics, Clinical/Business Systems, Data Center Operations, End User Devices, Information Assurance, IT Help Desk, Information Business Operations, Network Operations, Project and

Program Management, Telecommunications, and Video Teleconferencing Support. All work will be performed within the Continental United States (CONUS). Services include the IM/IT tasks listed in both Sections 1.4 and

5.0 of this PWS.

1.6 Period of Performance: The Period of Performance (PoP) for the IDIQ contract will include one (1) Base

Period of eight (8) months and two (2) twelve-month Option Periods. All work must be scheduled and completed within this period.

Task Area 1: Application and Web Development Support Services

Base Period: 01 AUG 2020 – 31 MAR 2021

Option Period 1: 01 APR 2021 – 31 MAR 2022

Option Period 2: 01 APR 2022 – 31 MAR 2023

Task Area 2: Data Center Operations Support Services

Base Period: 01 AUG 2020 – 31 MAR 2021

Option Period 1: 01 APR 2021 – 31 MAR 2022

Option Period 2: 01 APR 2022 – 31 MAR 2023

Task Area 3: IT Help Desk End User Device Support Services

Base Period: 01 AUG 2020 – 31 MAR 2021

Option Period 1: 01 APR 2021 – 31 MAR 2022

Option Period 2: 01 APR 2022 – 31 MAR 2023

Task Area 4: Information Assurance Support Services

Base Period: 01 AUG 2020 – 31 MAR 2021

Option Period 1: 01 APR 2021 – 31 MAR 2022

Option Period 2: 01 APR 2022 – 31 MAR 2023

Task Area 5: Network Operations Support Services

Base Period: 01 AUG 2020 – 31 MAR 2021

Option Period 1: 01 APR 2021 – 31 MAR 2022

Option Period 2: 01 APR 2022 – 31 MAR 2023

Task Area 6: Telecommunications Support Services

Base Period: 01 AUG 2020 – 31 MAR 2021

Option Period 1: 01 APR 2021 – 31 MAR 2022

Option Period 2: 01 APR 2022 – 31 MAR 2023

Task Area 7: Interagency Support

Base Period: 01 AUG 2020 – 31 MAR 2021

Option Period 1: 01 APR 2021 – 31 MAR 2022

Option Period 2: 01 APR 2022 – 31 MAR 2023

Task Area 8: Clinical Informatics Support Services

Base Period: 01 AUG 2020 – 31 MAR 2021

Option Period 1: 01 APR 2021 – 31 MAR 2022

Option Period 2: 01 APR 2022 – 31 MAR 2023

Task Area 9: Information Business Operations

Base Period: 01 AUG 2020 – 31 MAR 2021

Option Period 1: 01 APR 2021 – 31 MAR 2022

Option Period 2: 01 APR 2022 – 31 MAR 2023

1.6.1 Transition-in period. The period between the award date and full performance start date constitutes the transition-in period. The transition-in period is estimated to be 30 calendar days. The Transition Period start date is anticipated to be 01 JUL 2020. Transition-in performance is defined as the actions required to prepare and align resources to ensure there is no gap or disruption in services and operations for the customer when a contract change occurs. The goal of transition-in is to ensure contractor services will be fully delivered on the identified performance start date. Transition-in performance may include activities such as staff hiring, incumbent capture, resource review, security processing, staff training, program office standup, systems standup, and preparation of program plans, documentation, and other templates. Transition-in performance criteria includes the following:

Complete on-boarding of all key personnel within 14 days after contract award (DACA) and No Later

Than (NLT) full performance start date

Fill 90% of all non-key personnel positions by 30 DACA and NLT full performance start date

Fill all contract positions within 60 DACA and NLT full performance start date

During the transition-in period, the contractor shall prepare to meet all contract requirements and ensure incoming personnel are functionally trained and qualified on the full performance start date. Any remaining incoming personnel shall be trained and qualified within 14 days. The Government will make all facilities, equipment, and materials accessible to the contractor during the transition-in period.

1.7 Administrative specifications

1.7.1 Place of performance: The work shall be performed at

Primarily: Walter Reed National Military Medical Center

4655 Taylor Road

Bethesda, MD 20889-

1.7.2 Recognized Federal holidays: The Contractor is not required to perform services on the holidays listed below, except in accordance with the terms included herein for emergency incident response:

New Year’s Day Labor Day

Martin Luther King Jr.’s Birthday Columbus

Day President’s Day Veteran’s Day

Memorial Day Thanksgiving Day

Independence Day Christmas Day

1.7.3 Hours of operation: The contractor is responsible for conducting business Monday thru Friday except

Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons.

1.7.3.1 Core Business Hours:

WRNMMC core business hours are Monday-Friday 0600 to 1800 (6:00 am – 6:00 pm). The specific time block represents the numerous customers serviced by WRNMMC. These hours are provided to assist the Contractor in determining work schedule. Normal operating hours for each requirement’s physical location will be confirmed with the assigned COR once the TO is issued. Contractor shall remain onsite during normal business hours.

1.7.3.2 Hours outside of normal operating hours:

Tasks may require work to be accomplished outside of normal operating hours. For example, fiscal year-end workload and migration of services. The Contractor must coordinate to minimize service impacts on

WRNMMC customers. The Contractor shall coordinate with the COR to ensure site accessibility and work may not be scheduled for the weekend without the COR’s official concurrence.

1.7.3.3 Reserved.

1.7.4 Emergency Services: On occasion, services may be required to support an activation or exercise of contingency plans outside other normal duty hours.

1.7.5 Conduct: Contractor personnel shall adhere to standards of conduct as established by the DHA

Commander.

The Contractor shall re-perform or resubmit, at no additional cost to the government, any activity, software product or deliverable that is determined to be insufficient to meet the requirements.

The Contractor shall adhere to published guidelines regarding appropriate dress, using proper phone etiquette, and showing respect to others in the workplace while on site and while communicating with stakeholders.

The Contractor shall ensure that the work products are professional in nature without typographical and grammatical errors. They shall also ensure that documents are formatted according to WRNMMC standards and best business practices.

Contractor PM shall be accessible and responsive to requests, emails, phone calls, and other communications within one business day of communication.

1.8 Contractor Travel

Travel for this effort is task order dependent. Any travel within a 50 miles radius of primary reporting place shall not be considered TDY. The task order-level PWS will contain the location of the work site(s) to allow the contractor to project and schedule travel. The contractor shall project and schedule travel as part of the task order firm-fixed price. Government-directed travel that is un-projected or un-scheduled will be handled as a task order modification.

Allowable travel costs, as an element of the price, shall follow the requirements of FAR 31.205-46. All travel shall be approved in writing by the COR in advance of any costs being incurred by the Contractor.

1.9 Security Requirements

1.9.1 Security Clearance: Contractor personnel performing work under this contract must have, at minimum, active Interim DoD Secret/Confidential Clearance Eligibility (Revised Federal Investigative Standards (FIS)

Tier 3 (T3) prior to beginning any work on this requirement and must maintain this level of security for the duration of their tenure on this contract. Contractor must have, at minimum, a SECRET Facility Clearance at time of proposal submission, and shall maintain the level of security required for the life of the contract. The security requirements are in accordance with the attached DD254 (Attachment 4). Please see Part 6

Information Technology & Security for more information.

1.9.2 Security Qualifications: All contractor and associated subcontractor employees working Cybersecurity

(Information Assurance (IA))/Cyberspace functions must comply with DoD training requirements in

Department of Defense Directive (DoDD) 8140.01, and DoD 8570.01-M. All contractor staff shall have acquired the baseline certification for their position level prior to the beginning of their contract support and shall maintain the active certification for the duration of their performance on the contract.

1.9.3 Physical Security: The contractor shall provide physical security for all material, equipment, data and information handled during contract performance, in accordance with AR 190-13, The Army Physical Security

Program, AR 190-51, Security of Unclassified Army Property (Sensitive and Non-sensitive), and command policies, procedures and regulations.

1.9.3.1 Key control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. No keys issued to the Contractor by the

Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the QCP. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the CO.

1.9.3.1.1 In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the CO, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the

Contractor.

1.9.3.1.2 The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the CO.

1.9.3.2 Lock combinations: The Contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations.

These procedures shall be included in the Contractor’s QCP.

1.10 Quality

1.10.1 Quality Control (QC): The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which the work complies with stated requirements. The Contractor shall electronically submit a comprehensive, written QCP to the Contracting Officer Representative (COR) within

30 days of task order award. The QCP shall be reviewed by the Government before acceptance. After acceptance of the Quality Control Plan (QCP) the contractor shall receive the contracting officer’s (CO) acceptance in writing of any proposed change to his QC system. See Technical Exhibit 1 - Contract Data

Requirements List (CDRL) A001.

1.10.2 Quality assurance: The government will evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan provides a systematic method for the Government to evaluate performance and to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.11 Contractor personnel

1.11.1 Common Access Card (CAC) requirements: The contractor shall complete or provide to the

Government all information required per the DHA CAC request process, current version 2.1, January 2018, or more recent when updated. See process attached in Section Part 7.1 of the PWS. A CAC is the standard identification for eligible DoD contractor personnel.

1.11.2 Contractor training. The contractor shall complete all requirements, training, and forms per the DHA’s

Onboarding Checklist for Contractor Employees, current edition February 2018 or more recent when updated.

See the form at https://info.health.mil/sites/DOP/OnboardingCtr/Contractor_OnBoarding_Checklist.pdf.

1.12 Key Personnel (Contractor): The position descriptions and qualifications for contractor personnel are located in section 5.10 of this PWS.

1.12.1 Program Manager: The contractor shall provide a Program Manager who shall be responsible for the overall performance on the contract. The name of this person and an alternate who shall act for the contractor when the Program Manager is absent shall be designated in writing to the CO. The Program Manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The Program Manager or alternate shall be available during the Hours of Operation identified in

PWS 1.7.3., except Federal holidays or when the government facility is closed for administrative reasons. The

Program Manager shall possess the following qualifications:

8-10 years’ experience, with 5+ years’ supervisory experience. Demonstrated experience managing and overseeing Federal programs of this size and scope. Demonstrated experience managing complex IMIT staffing programs. Preferred experience in a DoD and DHA/MHS environment. Possesses excellent written and verbal communication skills. Possesses excellent organizational management skills. Demonstrated experience and certification in IT service delivery and service management. Demonstrated experience with authoring program documentation, including Charters, Reports, Management Plans, Quality Plans, and more.

Demonstrated experience in program cost control. Must have a PMP certification. Other preferred certifications include: ITIL. Must meet security clearance and DoD 8570 certification requirements as described in this contract.

1.13 Data rights: The Government has unlimited rights to all documents/material produced under this contract.

All documents and materials, to include the source codes of any software, produced under this contract shall be

Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose.

This right does not abrogate any other Government rights.

1.14 Non-Disclosure Agreement (NDA): All DHA Government contractor personnel who will obtain access to proprietary, classified, or confidential information or any information release of which is protected or governed by law or regulation associated with DHA acquisitions shall be required to complete and sign a DHA

Contractor NDA (DHA Form 49) prior to beginning work on the subject contract. The Contractor shall execute an NDA on behalf of the company and shall ensure that all staff assigned to, including all subcontractors and consultants, or other personnel performing on contract/Task order execute an NDA protecting the procurement sensitive information of the Government and the proprietary information of other contractors. The NDA shall be executed not later than first day of employment and to be renewed upon exercising a contract option period.

Assignment of staff who has not executed this statement or failure to adhere to this statement shall constitute default on the part of the Contractor. The contractor shall maintain originally signed NDAs of individual employees and provide copy to the COR.

1.15 Contracting Officer Representative (COR): The COR will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract;

perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the CO and Contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting contract.

1.16 Post award conference/periodic progress meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal

Acquisition Regulation Subpart 42.5. The CO, COR, and 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 of how the government views the contractor's performance 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 the government.

1.17 Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational

Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential

OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The

Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting

Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.18 Other Direct Costs: All reimbursable costs shall be authorized by the KO and be in conformance with task order requirements.

PART 2

2.0 DEFINITIONS, ACRONYMS, AND APPLICABLE PUBLICATIONS

2.1 Definitions:

2.1.1 Category D: Information Technology and Telecommunications Services (called D-Services)

2.1.2 Category R: Support (Professional/Administrative/Managements) Services (called R-Services)

2.1.3 Contracting Officer (CO): A person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings.

2.1.4 Contracting Officer’s Representative (COR): An individual, including a contracting officer’s technical representative (COTR), designated and authorized in writing by the contracting officer to perform specific technical or administrative functions. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.5 Non-personal services contract: a contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

2.1.6 Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance. The Government may either prepare the quality assurance surveillance plan or require the offerors to submit a proposed quality assurance surveillance plan for the

Government’s consideration in development of the Government’s plan.

2.2 Acronyms:

AO Authorizing Official

ATO Authority to Operate

CAP Cloud Access Point

CDRL Contract Data Requirement List

CIO Chief Information Officer

CJCSM Chairman of the Joint Chiefs of Staff Manual

CND SP Computer Network Defense Service Provider

CNSS Committee on National Security Systems

CO Contracting Officer

CONUS Continental United States (excludes Alaska and Hawaii)

COR Contracting Officer Representative COTR Contracting Officer's Technical Representative

CS Contract Specialist

CSP Cloud Service Provider

CUI Controlled Unclassified Information

DD 254 Department of Defense Contract Security Requirement List (if applicable)

DFARS Defense Federal Acquisition Regulation Supplement

DHA Defense Health Agency

DISA Defense Information Systems Agency

DOD Department of Defense

DoDI Department of Defense Instruction

EULA End User License Agreements.

FAR Federal Acquisition Regulation

FedRAMP Federal Risk Authorization and Management Program

HIT Health Information Technology iRAPT Invoicing, Receipt, Acceptance, and Property Transfer (formerly Wide Area Work Flow)

IA Information Assurance

IM/IT Information Management/Information Technology

IS Information System

IAVM Information Assurance Vulnerability Management

NCA National Capital Area

NCR National Capital Region

NDA Non-Disclosure Agreement

NIST National Institute of Standards and Technology

OCI Organizational Conflict of Interest

OCONUS Outside Continental United States (includes Alaska and Hawaii)

ODC Other Direct Costs

P-ATO Provisional Authorization to Operate

PA Provisional Authorization

PHI Protected Health Information

PII Personally Identifiable Information

PK Public Key

PKI Public Key Infrastructure

PMO Program Management Office

POC Point of Contact

PoP Period of Performance

PPSM Ports, Protocols, and Services Management

PRS Performance Requirements Summary

PWS Performance Work Statement

QA Quality Assurance

QAP Quality Assurance Program

QASP Quality Assurance Surveillance Plan

QC Quality Control

QCP Quality Control Plan

RMF Risk Management Framework

SAR Security Assessment Report

SP Special Publication

SRG Security Requirements Guide(s)

STIG Security Technical Implementation Guide(s)

TE Technical Exhibit

TOS Terms of Service

WRNMMC Walter Reed National Military Medical Center

2.4 Applicable Publication

Army Regulation

The Army Physical Security Program Security of Unclassified Army Property (Sensitive and Non-Sensitive)

PART 3

3.0 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3.1 Services: The Government will provide all contractor staff providing service under this contract with necessary domain, e-mail and helpdesk system accounts as needed.

3.2 Facilities: The Government will provide the necessary workspace for the contractor staff to provide the support outlined in the PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment.

3.3 Utilities: The Government will provide all utilities in the facility will be available for the contractor’s use in performance of tasks outlined in this PWS. The Contractor shall instruct employees in utilities conservation practices.

3.4 Equipment: The Government will have access to scanners, fax machines, printers, shipping crates, lighting and sound, etc.

3.5 Materials: The Government will provide Standard Operating Procedures and Policies.

PART 4

4.0 CONTRACTOR FURNISHED ITEMS AND SERVICES

4.1 Facility Clearance: The contractor shall possess and maintain a SECRET facility clearance from the Defense

Security Service. The Contractor’s employees, performing work in support of this contract shall have been granted a

SECRET security clearance from the Defense Industrial Security Clearance Office.

4.2 Facilities: The Government will provide the necessary workspace for the contractor staff to provide the support outlined in the PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment.

PART 5

5.0 SPECIFIC TASKS

5.1 Task Area 1: Application and Web Development Support Services

The Contractor shall provide applications, database administration, and web development services to meet the needs of multiple levels within the organization. The Contractor shall create, administer and support custom web and scripting applications using platforms including, but not limited to, SharePoint, .ASP, .NET, and/or JAVA. The

Contractor will also provide SME support in the planning, analysis, development, testing and implementation of various commercial off the shelf (COTS) and custom web applications, as well as provide recommendations and insight regarding the acquisition and integration of any identified third-party packages. Support in this area shall include the breadth of the Software Development Lifecycle (SDLC), including: process definition, requirements management, project planning, quality assurance, metrics, testing, certification, validation and verification, architecture and reengineering, security and configuration management. Application and Web Development Support

Services encompasses, but is not limited to, Database Administrator Sr., SharePoint Developer, SharePoint

Developer, Sr., Web Developer, and Web Developer Sr., functions.

5.2 Task Area 2: Data Center Operations Support Services

The Contractor shall provide server storage service support, including after-hours on-call support, to the storage system solution in place. The Contractor shall assist in the monitoring of physical and virtualized environments focused on health, capacity, utilization, performance, and security. The Contractor shall log and monitor disruptive incidents, changes and problems, service-level compliance, operational improvement processes, approaching events, ongoing progress, service reports, improvement processes, annual plans, annual evaluations, and other relevant studies. The contractor shall deploy enterprise-level technical updates, changes, patches, and enhancements across the organization. The contractor shall analyze organization/user requirements to automate or improve existing systems and enterprise infrastructure and capabilities. The contractor shall provide data science capabilities to analyze large, complex data sets and leverage industry technologies to interpret and understand data structure and metrics. Data Center Operations Support Services encompasses, but is not limited to, System/Server Engineer, System/Server Engineer Sr., SME II functions. Also to include, Data Center Storage & Backup Project Manager, Data Center Infrastructure Engineer and Microsoft SCCM Engineer functions in detail below.

Data Center Storage and Backup Project Manager: The Data Center Storage and Backup Project Manager will provide oversight and responsibility of WRNMMC Data Center projects to ensure they align correctly with organizational requirements, specifically those related to server backup, storage, and infrastructure. This position will be required to manage interdependencies between various teams and projects in the planning, design, implementation, operation, and management of IT solutions. This is an IAT Level II position as defined in DoD

8570.01-M which requires the applicable certifications/accreditation.

Data Center Infrastructure Engineer: The Data Center Infrastructure Engineer will provide continuous operations and maintenance support of the Data Center infrastructure, including responsibility for lifecycle management, storage administration, backup, recovery and archival services, monitoring, and business continuity support as defined by DoD standards. While primarily supporting WRNMMC, the contractor will act as a global liaison within the greater DHA technical support team. This position will serve be responsible for problem resolution and serve as technical leads in their field. This is an IAT Level II position as defined in DoD 8570.01-M which requires the applicable certifications/accreditation.

Microsoft SCCM Engineer: The Microsoft SCCM Engineer will provide continuous operations and maintenance support for WRNMMC ITD’s SCCM environment. They will be responsible for guiding and maintaining all aspects of the Microsoft SCMM 2008/2012 environments operating within the organization, including security architecture, role based access, server infrastructure, administrative console, boundaries, client settings, software/hardware inventory, software distribution, patching, imaging, reporting, health monitoring and alerting. While primarily supporting WRNMMC, the contractor will act as a global liaison within the greater DHA technical support team.

This is an IAT Level II position as defined in DoD 8570.01-M which requires the applicable certifications/accreditation.

5.3 Task Area 3: IT Help Desk End User Device Support Services

The Contractor shall provide all levels of IT support services for users across the organization, via Call Center

Support, One-Stop-Shop Support, or Desktop Field Support. The Contractor will provide assistance to users through multiple channels (telephone, online tickets, in-person, and appointments) to resolve any technical issues that may arise. The Contractor will also log, track, resolve and report support tickets in help desk solutions systems such as

LANDesk Service Desk, Remedy, and/or ServiceNow. The Contractor will integrate Help Desk support services with existing DHA enterprise help desk capabilities.

The Contractor shall provide mobile device management for all wireless handheld devices authorized to be on the customer network, including, but not limited to, cell phones, smart phones, tablets, pagers and mobile wireless fidelity hotspots (MiFi). Support related to mobile devices shall also encompass user account management, request and troubleshooting support, and asset management. The contractor shall assist in the acquisition, installation, operation, management, and maintenance of all organizational desktops, laptops, tablets and printer devices. The contractor shall provide support in asset management, inventory control, DRMO, warehouse management, laptop/desktop imaging, laptop issuance/setup and maintenance, and print server management and maintenance. The contractor shall maintain and refresh inventory reports of all end-user devices and associated components. The contractor shall evaluate new and existing device technologies and ensure alignment with enterprise initiatives. The contractor will lead and complete any hardware/software refresh deployments across the organization. IT Help Desk

Support Services encompasses, but is not limited to, Help Desk Managers, Help Desk Technician-Tier II’s, Help

Desk Technician-Tier III’s, and Queue Manager functions.

5.4 Task Area 4: Information Assurance Support Services

The Contractor shall provide support in all areas of Information Assurance and Cybersecurity tailored to a DoD healthcare environment. The Contractor shall ensure the organization is compliant with the DoD Risk Management

Framework (RMF) guidelines and other mandates including HIPAA. The contractor shall develop RMF accreditation packages and maintain Authorization to Operate (ATO) certifications for networked systems and applications used by the organization. The contractor shall contribute to the verification and validation of system security posturing, risk assessments, security testing and evaluations, and contingency planning. The contractor shall support cybersecurity threat monitoring, including system scanning and risk identification and mitigation. The contractor shall develop, coordinate, and deliver enterprise-level security engineering solutions. The contractor shall develop and lead cybersecurity and information assurance trainings and seminars for organizational system administrators and other users. Information Assurance Support encompasses, but is not limited to, Information

Assurance Analyst, Information Assurance Analyst Sr., Information Assurance Database Administrator, Information

Assurance Engineer, Information Assurance Engineer Sr., Information Assurance Technical Writer, Information

Systems Security Manager, SME I, and SME II functions.

5.5 Task Area 5: Network Operations Support Services

The Contractor shall provide comprehensive network operations, installation, monitoring and maintenance support to networks residing on customer premises. The contractor will provide ongoing management and maintenance of network infrastructure. Networks to be supported will include IDN, LAN, WAN, SIPRNet, NIPRNet and others.

Support shall include monitoring actions, such as administration, installation, configuration, testing, and troubleshooting; as well as strategic actions, such as the planning, design, and implementation of new networks, network modifications, infrastructure, and solutions. The contractor shall provide information assurance and cybersecurity monitoring and hardening across the network. Network Operations Support encompasses, but is not limited to, Information Assurance Engineer, Information Assurance Engineer Sr., Network Engineer, Network

Engineer Sr., and SME II functions.

5.6 Task Area 6: Telecommunications Support Services

The contractor shall accomplish work processes through the use of telecommunications devices, methods, services, and facilities. The contractor will ensure telecommunications services are in compliance with applicable regulations.

The contractor will support cable/wire/patch management (vertical and horizontal), configuration standards within communication/data closets, and inside plant (ISP) outside plant (OSP). The contractor shall support the operations of telecommunications infrastructure already in place. The contractor shall coordinate with clients to assess technology needs, providing technical information or assistance, resolve related problems. The contractor shall support IT site surveys as sources of technical data to evaluate new devices, proposals, and approaches for satisfying communications requirements. The contractor shall provide support on all IT systems residing both on premise, and beyond the carrier demarcation point.

The Contractor shall assist in the acquisition, installation, operation, management, and maintenance of all video teleconference and telepresence systems site-wide, across various network protocols, to include telehealth and telemedicine services and Audio/Visual (A/V) end-user support. The contractor shall provide staff training when necessary. The contractor shall provide input on video telecom service strategies, requirements, design approvals, and engineered infrastructure. Telecommunications Support Services encompasses, but is not limited to, System/Server Engineer Sr., Telecommunications Technician, VTC Help Desk Manager, VTC Support Specialist, VTC Support Specialist Sr., Mobility Administrator and Mobility Administrator Sr., functions.

5.7 Task Area 7: Interagency Support

The Contractor shall provide comprehensive network operations, installation, monitoring and maintenance support to networks residing on customer premises. The contractor will provide ongoing management and maintenance of network infrastructure. Networks to be supported will include IDN, LAN, WAN, SIPRNet, NIPRNet and others.

Support shall include monitoring actions, such as administration, installation, configuration, testing, and troubleshooting; as well as strategic actions, such as the planning, design, and implementation of new networks, network modifications, infrastructure, and solutions. The contractor shall provide information assurance and cybersecurity monitoring and hardening across the network.

The Contractor will provide assistance to users through multiple channels (telephone, online tickets, in-person, and appointments) to resolve any technical issues that may arise. The Contractor will also log, track, resolve and report support tickets in help desk solutions systems such as LANDesk Service Desk, Remedy, and/or ServiceNow.

The contractor shall coordinate with clients to assess needs, providing technical information or assistance, resolve related problems. The contractor shall provide support on all IT systems residing both on premise, and beyond the carrier demarcation point. The Contractor shall assist in the acquisition, installation, operation, management, and maintenance of all video teleconference and telepresence systems site-wide, across various network protocols, to include telehealth and telemedicine services and Audio/Visual (A/V) end-user support.

The Contractor shall create, administer and support custom web and scripting applications using platforms including, but not limited to, SharePoint, .ASP, .NET, and/or JAVA. The Contractor will also provide SME support in the planning, analysis, development, testing and implementation of various commercial off the shelf (COTS) and custom web applications, as well as provide recommendations and insight regarding the acquisition and integration of any identified third-party packages. Support in this area shall include the breadth of the Software Development

Lifecycle (SDLC), including: process definition, requirements management, project planning, quality assurance, metrics, testing, certification, validation and verification, architecture and reengineering, security and configuration management. The contractor shall provide staff training when necessary. Interagency Support encompasses, but is not limited to, Help Desk Technician-Tier III’s, Help Desk Technician-Tier II’s, and System/Server Engineer Sr.

functions.

5.8 Task Area 8: Clinical Informatics Support Services

The Contractor shall provide support in the application of informatics and IT within the healthcare delivery process, utilizing clinical systems, applications, and associated patient healthcare data. This support shall encompass Clinical

Application Training, Clinical Workflow Analysis, Clinical Curriculum Development, and associated IT Support as related to Clinical Applications. The contractor shall provide clinical systems training focused on processes and workflow tailored to clinician-specific roles in the care-delivery process, with a focus of improving clinic operational efficiency, and enhancing the provider-patient experience. The contractor will also provide expertise, recommendations, and training in informatics and COTS tools utilized in the clinical environment, including, but not limited to, electronic health record (EHR) systems such as AHLTA, CHCS, Essentris, Joint Legacy Viewer, and

Military Health System (MHS) Genesis.

The Contractor shall provide assistance in formulating and defining systems scopes and objectives based on both user requirements and applicable clinical and business systems and industry requirements. The contractor shall assist in devising and modifying procedures to solve complex problems, analyzing business and user needs, documenting requirements, and translating into proper system requirement specifications. The contractor shall provide technical guidance concerning the business implications of the application of various systems. The contractor shall provide assistance in the creation, maintenance and design of complex computerized databases. The contractor shall assist the Government in analyzing and evaluating financial data on a quantitative/qualitative basis to assess, plan and forecast process and program effectiveness. Clinical Informatics Support Services functionally encompasses, but is not limited to, Clinical Application Trainers, Clinical Database Administrator, Clinical

Workflow Analyst, Informatics Specialists, System Architects and System/Server Engineer Sr. functions.

5.9 Task Area 9: Information Business Operations

The Contractor shall provide support in managing current IT requirements, and forecasting, designing, and planning for future requirements in line with emerging technologies and organizational needs. This support shall encompass

Strategic Planning and Assessment, Engineering & Research Support, Budget & Contract Support, Business

Process Engineering (BPR) and IT Business Management Support. The Contractor shall support the evolution of the MHS in superior IT solutions delivery, support, and sustainment to meet current and future operational needs by evaluating current architecture, structures, and resource allocations to provide improvement recommendations. The

Contractor will be responsible for researching and preparing IT engineering, technical, functional, business, clinical and staffing requirements packages in line with departmental requirements. The contractor will provide technical assessments and reviews based on systems engineering analysis; research various computer software, hardware, and technical services; evaluate government performance work statements and independent government estimates;

identify technology issues and provide recommendations; and prepare technical briefings for use by Government representatives. The Contractor will also oversee, track, and manage all IT contracts, budgets, funding and procurement activities. The Contractor will further maintain IT business management tools and applications to provide appropriate departmental cost transparency and traceability.

The contractor shall provide the Project Management Office (PMO) with cradle-to-grave project management services, including project coordination, kickoff, stand-up, monitoring, documentation, reporting, vendor communication, closeout, and review. Within the PMO, the contractor will manage, from initiation to completion, all departmental projects with subject matter including IT Facilities and Construction, Telecommunications, End User

Devices, Hardware/Software/Systems Implementation, Installation and Deployment, Cybersecurity, Networking, and

IT Infrastructure. The contractor will further provide administrative support in the areas of status reporting, data gathering, data entry, report preparation, support for briefings, funding profiles, task lists, installation or customer meeting logistics, and other duties as required. The contractor will research, review, document, and implement organizational processes and procedures. The contractor will provide analysis support of departmental resources. The contractor will provide comprehensive Program Management over all aspects of this contract program, including reporting, deliverables, performance, stakeholder engagement, and staff management, training, onboarding, and more.

Information Business Operations services encompasses, but is not limited to, Budget Analyst, IT Business

Management Analyst, Project Coordinator, Project Manager, Sr., SME I, SME III, Program Analyst, Program

Manager Sr. and Project Manager functions.

5.10 Contractor Descriptions and Qualifications:

Task Area 1: Application and Web Development Support Services

0001AA

Database

Administrator, Sr.

6+ years of relevant experience

Four year degree

Secret clearance required

Must meet DoD

8570 requirements

Provide operational support of computer hardware, system software, applications software, and system and user data files as configured within the associated database system under minimal supervision.

Have knowledge and understanding of applicable technical concepts and practices and supports development of operating procedures and technical documentation.

Provide database and associated database systems administration support.

Provide maintenance for the integrity of all user/system data files, data verification following system restoration/recovery procedures, and data format conversion procedures during the import/export of data.

Assist with system testing, system debugging, and documentation of system configuration modifications.

Provide database reporting and printout support. Collaborate with other technical engineering teams.

0001AB

SharePoint Developer

3+ years of relevant

SharePoint experience

Four year degree

Secret clearance required

Must meet DoD

8570 requirements

Design, develop, troubleshoot, debug, and implement software code (such as HTML, CGI, and JavaScript) for a component of an Internet/lntranet website with minimal oversight.

Work with engineers and other members of a project team to develop the site concept, interface design, and architecture of the website.

Translate applications requirements into the design of complex web sites, including integrating web pages and applications to serve either as standalone sites or as the front end to web-based applications.

Apply new and emerging technologies to the site development process.

Integrate web pages and applications to serve either as stand-alone sites or as the front end to web-based applications.

Utilize Graphic User Interface (GUI) design and implementation tools, such as

HTML5, CSS, JavaScript, and professional graphic design tools and software, such as

Adobe Photoshop

Utilize knowledge of DoD RMF protocols and processes and work with IA…