Q A__2_(posted_1_April_2016.pdf

QUESTIONS ANSWERS

Ref: RFP, Section L-4, Past Performance The table in Section L-4 Proposal Content states that Volume IV - Past Performance Information is limited to 26 pages. The table continues to say the Offeror "Shall submit information on up to five contracts....and is limited to five pages for each past performance reference" , which equals 25 pages. Is the extra page allocated for an introduction?

The extra page is allocated for an introduction or brief overview of past performance information. A Table of Contents is not included in the page count, as identified in the RFP.

Ref: RFP, Section L-4, Small Business Section L-4, Proposal Contents, V-A Small Business Subcontracting Plan indicates a total subcontracting goal minimum of 34.5%, however L-4, Proposal Contents, V-B Small Business Participation and M-2.6.1.2 Subfactor 2: Small Business Participation Plan, indicates a total contract value goal minimum of 40%. Generally the Total Contract Value goal is lower than the subcontract value goal. Would the customer consider revising the goal minimum of V-B?

The goal minimum of V-B will not be revised.

Ref: RFP, Section L-4, Small Business Section L-4, Proposal Contents, V-B Small Business Participation Plan contains a line for Historically Black Colleges or Universities and Minority Institutions (HBCU/MI). 10 U.S. Code § 2323 – applied to DoD in each fiscal year from 1987 – 2009. When this public law expired, HBCU/MI became other than small, or large businesses. Please remove HBCU/MI from the Small Business Participation Plan.

The line in the table that includes "Historically Black Colleges or Universities and Minority Institutions (HBCU/MI)", under Section L-4, V-B Small Business Participation Plan, will be removed IAW DFARS 215.304(c)(i) via forthcoming amendment.

Ref: RFP, Section L-4, Small Business Section L-4, Proposal Contents, V-B Small Business Participation Plan contains a line for Other. Would the customer please explain what types of businesses it is looking for to be included in Other?

The line in the table that includes "Other", under Section L-4, V-B Small Business Participation Plan, will be removed via Amendment 1.

Ref: RFP, Section L, Certified Cost & Pricing Data Section L incorporates FAR Clauses 52.215-20 Alt IV and 52.215-20 which both address Requirements for Certified Cost or Pricing Data (CCPD) or Information Other Than Certified Cost or Pricing Data.

52.215-20 Alt IV implies that the submission of CCPD is not required however information other than CCPD will be required and a description of the data and format required will be provided.

52.215-20 implies that the Contracting Officer is reasonably certain CCPD will be required. Section M-2.7.2 Reasonableness Evaluation includes the statement that “The Contracting Officer has determined there is high probability of adequate price competition for this acquisition. Therefore, the existence of adequate price competition is expected to support a determination of fairness and reasonableness, and no additional information, including Data Other Than Certified Cost or Pricing Data, is expected to be required.” Will the Government please confirm that CCPD or Information other than CCPD is not required in response to this RFP?

The clause FAR 52.215-20(a,) will be removed as an amendment to the solicitation.

INFORMATION TECHNOLOGY SERVICE MANAGEMENT (ITSM) ENTERPRISE SUPPORT

QUESTIONS & ANSWERS #2

SOLICITATION NO. HTC711-16-R-D001

Ref: Attachment 8, Pricing Matrix The Attachment 8: Pricing Matrix includes 2 optional “Other” Labor Categories. Are there any restrictions or instructions with regards to the use of these additional Labor Categories? Given that the RFP defined Labor Categories do not cover all possible Functional Support that may be required to manage the contract (e.g., Contracts Management, Cost Management, Subcontractor Management, Human Resources Support, etc.), these costs must be covered by either additional Indirect Rates or as specific Labor Categories. Can the Government provide up to 12 “Other” editable Labor Categories?

The Government will not provide 12 "Other" editable labor categories. However, the Government will provide an additional 3 "Other" editable labor categories, totaling 5.

Ref: Attachment 5, PPQ The PPQ instructions request that government POCs "respond by sending the entire completed questionnaire, in PDF format…" Some government POCs may not convert the Word file to PDF. Will the government consider removing this requirement?

The Government will remove the requirement to submit PPQ's in PDF format and will be reflected via forthcoming Amendment.

Ref: Attachment 1, PWS, Section 3.1 PWS Section 3.1 Place of Performance states that Onsite refers to work performed at Scott AFB and that Offsite refers to work performed at Contractor's facility; DISA DECC, St Louis, MO; USTRANSCOM Office, Washington D.C.; JECC, Norfolk, VA; and the Pentagon.

This implies that all locations except for Scott AFB, the offeror would need to provide facilities for personnel to perform the work associated with the PWS. Please confirm the division of work locations with regards to Onsite (Scott AFB) and Offsite (all other locations).

The Government requires support at the following locations: Scott AFB, DISA DECC (St Louis, MO), USTRANSCOM Office, Washington D.C.; JECC, Norfolk, VA; and the Pentagon. Most support for JECC is done remotely providing IT services to JECC.

Trips to USTRANSCOM Office, Washington D.C., and Pentagon will be on an 'as needed' basis to support offices for the TCCC and LNO staff. The PWS is revised to remove "off-site" and replace with "other locations". The Offerors shall propose an approach to support facilities at "other locations" whether at the on or off site rate. This change will be reflected in the PWS via forthcoming amendment.

Ref: Attachment 8, Pricing Matrix The Instructions worksheet in the Attachment 8: Pricing Matrix, includes this statement in #7: "Please note that the Offeror's response to this pricing model will not be considered an actual commitment to perform the project, but WILL BE considered a pricing structure commitment to perform the work under the PWS, if it is the chosen vendor." If the Total Proposed Price for all CLINs is not considered a Firm Commitment by the Offeror, exactly what portions of the Pricing Structure given in the Pricing Matrix is a Firm Commitment?

Comment #7 is removed under the 'Instructions' tab of Attachment 8, Pricing Matrix and will be provided via forthcoming amendment.

Ref: RFP, Section L-3 The RFP states line spacing as one and one half and Times New Roman 10 point font for spreadsheets, tables, and graphics. Will the Government provide for single line spacing and 8 point font for tables and graphics?

You may use single line spacing and use 8 point font for tables and graphics. This change is reflected via forthcoming Amendment.

Ref: RFP, Section L-4 Please confirm that the requirements listed in L-4.b (Proposal Contents) constitute all proposal response requirements.

As indicated in Section L-4.a of the RFP, the Offeror's proposal shall respond to all requirements of this solicitation.

Ref: PWS, 1.4 Deliverables, Table 1 This Table uses the term "Contract Award" to define when deliverables are due. E.g. 15 business days of contract award. Since all Tasks and subtasks have POPs of 10/1/1016 thru 9/30/2017 except the Transition-In activities (Task 1 Subtask 9) which has a PoP of 9/1/2016 thru 9/30/2016, can we assume the Contract Award date coincides with the PoP start date of all non-optional tasks i.e.

10/1/2016?

No. The deliverables indicated in Table 1, coincide with the respective delivery schedule.

Ref: RFP, Section L, Volume II-A This sub-bullet requests "Describe the transition plan for “ramping up” full operational support based on your proposal and Work Breakdown Structure elements including: (sub-bullet 4) -Migration of existing contracts to new service providers [plural]". Will the government clarify this requirement? Is it your desire for us to address:

1. migration of the work, covered by this PWS, being performed under existing contracts to be performed under the new ITSM contract?

or

2. migration of services (e.g., licensing, maintenance, replacement equipment, etc.) contracts currently held by existing vendors to contracts to be let to new service providers (vendors)?

The sub bullet: - Migration of existing contracts to new service provider(s), is intended for: the migration of work being performed under existing contracts, to be performed under the ITSM contract.

Ref: RFP, Transition-In In the PWS the Transition period is 30 days in duration. Please consider a 90 day transition period

A 90 day transition period was considered however, the Government will maintain a 30 day Transition period.

Ref: Labor Categories The labor categories in the pricing template do not enable the contractor to differentiate cost amongst the stated key personnel. Please provide labor categories for the key personnel.

The Offeror shall propose appropriate labor categories for key personnel as stated in Para 3.5 of the PWS.

Ref: RFP, Section L-3, OCI/Mitigation Plan If an offeror determines that an actual or potential OCI does not exist, and includes a statement to this effect in the Volume I cover letter, is a Mitigation Plan still required?

The Government determines if an actual or potential OCI exists based on any information provided by the Offeror of any previous or ongoing work that is in any way associated with this acquisition.

A mitigation plan is not required should the Offeror state that no previous or ongoing work is associated with this acquisition.

Ref: RFP, Section L-4, Proposal Contents In regards to the Subcontractor Consent Letter required per Volume IV- B Past Performance Information, can we exclude the letters from page count in that volume?

The subcontractor consent letter submissions are excluded from the page count required in Volume IV.

Ref: PWS, Page 42, Para 1.3.3.1.1.2 The RFP states "At the direction of the Portfolio Manager, the contractor shall create, publish, and maintain the Service Portfolio Plan, which is reviewed and adjusted semi-annually." Will the government provide the current version of the As-Is Service Portfolio as well as the Service Portfolio Plan in order to accurately scope the effort?

Currently, the Government does not have an As-Is Service Portfolio. One is currently in development now.

Ref: PWS, Page 189, Para 1.3.2.4.6 For

1.3.2.4.6 Task 2 Subtask 4.6: End-User Information Technology (IT) System Support, can the government provide hours of support for the task and individual subtasks?

No, the Government will not provide hours. Provided in Appendix D of the PWS, are workload estimates based on number of tickets and systems provisioned each month.

Ref: PWS, Page 34, Para 1.3.2.5.1.1 The RFP states "The contractor shall document and maintain accurate enterprise network architecture diagrams (physical and logical), equipment room layouts with rack elevation diagrams, inside and outside plant specifications, and hardware configuration utilizing government provided tools (e.g., Visio, CMDB) with 98% accuracy, documenting all changes within two (2) business days of receipt."

Will the government provide current "as-is" enterprise and architecture diagrams, etc. in order to accurately scope the effort?

No, due to the sensitivity of the network diagrams, government will not provide diagrams. Scope of support needed is addressed in Appendix D: Estimated Workload. Note: The USTRANSCOM network environment is highly segmented based on community of interest and risk profile associated with its systems. IT solutions must be able to be tailored to function in this type of architecture.

Ref: RFP, Page 61, Section G-1.(d) Will the Government please confirm if the FFP CLINs will be paid out on a flat, monthly basis?

The firm fixed price CLIN will be a firm monthly amount to be invoiced, established at contract award.

Ref: RFP, Page 91, Section L-3.(b) Instructions restrict Offerors to print on 8.5 x 11 inch paper. However, several tabs within Attachment 8 are not legible on that paper size. May Offerors use paper of different sizes for these long spreadsheets?

The requirement to provide a hard copy of Volume VI - Cost/Price Proposal, is removed from the RFP and is reflected in the forthcoming amendment.

Ref: PWS, Page 144, Section 3.2 PWS Section 3.2 lists the Fifth Option Period at a duration of 11 months.

However, Attachment 8 automatically calculates a 6-month extension as half of the Fifth Option Period. Does this need to be re-calibrated since half of the Fifth Option Period is only 5.5 months?

The pricing matrix is modified to reflect the correct calculation for the appropriate number of months (11 months)

Ref: PWS, Page 152, Section 3.2 PWS Section 3.6 states that "the Contractor shall furnish everything needed to perform this contract…except for those items stated in 'paragraph 2'". Will the Government please confirm that “paragraph 2” is “Section 2, Government Workstations and Equipment” on page 143 of the PWS?

Yes, Paragraph 2 is Section 2 on page 143.

Ref: PWS, Page 2, Para 1.2 The Government states that it expects contractors to use PMI best practices to execute the program. However, the PMI specific requirements are not enumerated except in the Task 4 Service Design task. Will the Government consider moving the PMI/PMBOK requirements to Task 1, Contract and Contract Level Management?"

PMI best practices are enumerated in Task 3 Subtask 4.2 (paragraph 1.3.3.4.2). PMI/PMBOK requirements are captured in Program Manager desired capabilities in Key Personnel (3.5.1). As stated in the RFP, PMP certification is desired.

Ref: PWS, Page 32, Para 1.3.2.4.6.2.5 The PWS states “The contractor shall provide mobile devices with worldwide capabilities to USTRANSCOM senior-level executives, as required.”

Will the contractor procure and provide the wireless devices, or will the Government use another vehicle (e.g., Wireless Army/AF/MDW Wireless BPA) for the purchase? How many devices will be required for those that are considered to be senior-level executives?

Contractor uses commercial contracts (AT&T and Verizon) to procure wireless capabilities namely (Cell phones, Hotspots). The bill is paid by Government, contractor coordinates additions, changes in service with carrier directly. Number of devices are listed on page 189 of Appendix D under Task 2 Subtask 4.6.2.5. Most all iPhones, iPads and Hotspots support senior-level executives.

Blackberries are usually division and below, not considered senior-level executives.

Ref: PWS, Para 1.3.3, Task 3 The Government has indicated that the contractor will perform Many But Not All of the process owner and manager roles. Can the Government please clarify the process/manager roles between the contractor and Government (e.g., Change Management Process Owner, Change Managers, and Change Process Manager on page 66)?

Government will be the Change Process Owner and will be responsible for overall change process. The Contractor will assist in developing processes, documenting and running day to day tasks associated with change management.

Ref: PWS, Page 145, Para 3.5 The Government has indicated that Key Personnel are required/desired to hold intermediate/expert ITIL certifications. Is it the Government’s intent that these certifications are held upon proposal submission, or upon contract start?

Certifications held upon contract start.

Ref: PWS, Task 2, Subtask 4.6.2.2. It appears that the Government specifies that the contractor provide 75 FACCSMs. Can the Government please clarify if this correct and specify the role of the Command FACCSM versus the FACCSM at the directorate level.

Government estimate of 75 directorate FACCSMs is correct. The government doesn't expect the contractor provide 75 FACCSMS.

Government expect contractor provide the Command FACCSM who will be responsible to train, provide updates to changes, etc… to directorate level FACCSM (who may be government, military, civilian or other contractors.)

Ref: Attachment 4, Past Performance Information Sheet Performance Area 4: Discuss “Performance in recruiting, hiring, training, and retaining personnel in similar environments including access to highly specialized skill sets….and Subject Matter Experts (SMEs).” At the bottom of the form on Page 4, there is a question “What was the Approximate Dollar Value of this Performance Area in the referenced contract?” For most companies both recruiting, retention (and to some degree training) are overhead functions and costs are spread across the corporation rather than tied to a specific contract. Additionally, for most contracts the requirement for Security + and other professional certs are acquired by the employee prior to joining the reference contract and cannot be related as corporate cost of training for the contract even though the training is a requirements. We recommend that the Government reconsider requesting a cost break out for Performance Area 4.

The Past Performance Information Sheet will be revised and included via forthcoming amendment.

Ref: RFP, Page 91, Section L-3 The proposal format requirements table in Section L.3 states that “a page is defined as one side of a sheet, 8 ½” x 11”, one and one half spaced with at least one inch margins on all sides.” Does the Government mandate that the offeror’s proposal text is 1.5 spaced instead of the usual 1.0 spaced?

Format requirements in Section L.3 of the RFP have been revised from use of 'one and one half spaced' to 'single spaced'. This change is reflected via forthcoming amendment.

Ref: PWS, Section 1.3.2.4 Section 1.3.2.4 states, “Provide on-site support IAW HQ USTRANSCOM policies, regulations, guidelines, Memorandum of Agreements (MOAs), Service Level Agreements (SLAs), and Operational Level Agreements (OLAs).” Section 1.3.2.4.6.2.1 Troubleshoot and Repair states, “The contractor shall provide remote and/or desk side support to USTRANSCOM users to aid in the implementation of new capabilities, resolution of software problems, and assist in troubleshooting issues associated with accessing and utilizing servers and peripherals. When required, the contractor shall transport workstation to and from customer work area within one (1) business day for on-site customers and two (2) business days for off-site customers, configure and connect workstation, and test workstation for functional operation.” and Section 3.1 states, “The contractor shall perform services on-site at Scott AFB, IL, and off-site at the following: the contractor’s facility; DISA DECC, St Louis, MO, USTRANSCOM Eads St. Office, Washington D.C.; JECC, Norfolk, VA; and the Pentagon" Location of resources: Can the government please confirm other locations that will require onsite support personnel (if any) to meet service level requirements?

For PWS 1.3.2.4.6.2.1 we are referring primarily to DECC St Louis, MO. The PWS is revised to reflect "other locations" rather than "off-site" locations and will be made available via forthcoming amendment.

Ref: PWS, Appendix D How and when was the workload data developed/compiled? (e.g. is it based on current support headcount? Or based on data from earlier timeframe?)

Based on historical work load and current support.

Ref: PWS, Various CA Clarity PPM is listed as an ITSM tool and Appendix D lists DOORS (IBM Rational) as an available tool. Can the government please provide a list of all the Clarity PPM software modules (e.g. CA Clarity Requirements and/or CA Clarity Agile) and versions and describe how requirements are being managed and tracked today and which tool(s) are being used to track requirements?

We have CA PPM 14.3 (used to be called Clarity) used to primarily as a Project Management tool. We do not use CA Clarity Requirement or Agile. We track requirements currently in a Cyberspace Infrastructure Planning System (CIPS) 4.4. tool, a GOTS developed tool managed out of Tinker AFB. We are transitioning requirement to Request fulfillment and Change Management modules of the BMC IT Service Management Suite v8.1 (aka Remedy). By the time contract start, we expect to be off of CIPS and expect the Request Fulfilment and Change management process in the BMC tool to be at about 75% mature

Ref: Attachment 3, QASP Many of the columns have Errors. “Reference source not found” Please provide correct references.

Errors corrected in QASP. A revised QASP will be included via forthcoming amendment. All errors in QASP were referencing Paragraph 1.6 in PWS.

Ref: PWS, Page 193, Task 5, Subtask 1.1 PWS states: Cyber Security Defense, Estimated number of on-call events:

What is the time period for the number 50? Week, month, Qtr., Year?

Time period is per year.

Ref: PWS, Page 193, Task 5, Subtask 1.4 PWS states: COMSEC, Estimated number of on-call events: 15 What is the time period for the number 15? Week, month, Qtr., Year?

Time period is per year.

Ref: PWS, Page 193, Task 5, Subtask 1.5 PWS States: EMSEC - PWS States: EMSEC - Estimated # of coordinated assessments: 5 5 assessments of what period of time?

Estimate 5 assessments per year.

Ref: PWS, Page 193 The PWS has a note: Effective 1 October 2014, the current DIACAP accreditation documents and validation process (approximately 200 IA controls) must be converted to the Risk Management Framework (approximately 2000 IA controls) Have all the 200 DIACAP IA controls been converted to the ~2000 RMF IA Controls? If not than what is the current estimated workload remaining?

No. As of 29 Mar 16, this process is underway and programs are making progress. Due to the difference in size and complexity of the environments, it is not practical to give an overall estimate of workload remaining. However, as an example, two of the environments have reported completion rates of 81% and 51% respectively for RMF security control assessment procedures relevant to those environments.

Ref: PWS, Appendix F The PWS suggest DIACAP to RMF was to be effective 1 October 2014 and IA controls converted as well. Expected eMass as the tool to support RMF, but it’s not listed. Is eMass still used to support RMF?

If not, what tools are used to support RMF?

Yes, eMass will be used to support RMF.

Ref: PWS, Appendix D To enable consistency across all offerors’ pricing models, is the government providing of estimated hours a fixed estimate over the years?

Hours provided under the workload table in Appendix D are workload estimated hours per year.

Ref: PWS, Page 143, Section 2 States, “The Government will provide an office environment and the following resources to the contractor for performance of this contract.” However, there is no information regarding the details related to “the following resources.” Could the Government please provide these details?

The Government will provide sufficient workspace at a Government facility for the contractor in support of this requirement. The Government will provide standard office equipment (telephone, computer, software, base network access, etc.) for official use only during contract performance.

Ref: RFP, General When does the Government plan to provide FOIA information for the existing three contracts?

At this time, the Government does not intend to release FOIA information.

44 Ref: RFP, General Will the Government provide an organization chart? The Government will not provide an organization chart.

Ref: RFP, Page 93, Section L-4, Para 3 The RFP states that “The offeror shall provide the Contracting Officer with complete information of any previous or ongoing work that is in any way associated with this acquisition.” Could the Government please clarify what is meant by “associated with this acquisition”? In addition, could the Government please clarify what is meant by “complete information”?

Any previous or ongoing work performed or associated with the ITSM requirement. Any and all information pertaining to a possible OCI, shall be provided in the Offeror's proposal submission.

Ref: PWS, Page 8, Para 1.3.2 Bullet

(7) says: “Execute Request Fulfillment process and activities. The contractor shall develop request fulfillment models; perform request fulfillment actions and document models, templates and articles in ITSM tool.”

Can the government tell us if they are currently using a specific Request Fulfillment model(s)? If so, what are they and will the government be open to considering other models?

Government is implementing request fulfillment using request models for service offerings identified in our service catalog (e.g., laptop, desktop, dual monitor, etc….) We are currently transitioning off of Cyberspace Infrastructure Planning System (CIPS) 4.4. tool and mapping Request Fulfillment models/steps into the BMC IT Service Management Suite. We plan to utilize BMCs MyIT as the presentation layer to users. Government is very open to using other models as they make sense. Government would expect the ITSM contract to change models to gain efficiencies, and improve processes to better meet business needs.

Ref: PWS, Page 9, Para 1.3.2 Bullet

(13) says: “…..The contractor shall define intra-office authorizations and responsibilities to produce, manage, and retire applicable internal and external knowledge information within the scope of this PWS using the KMDB.

Is the contractor responsible for operating and maintaining the Government’s Knowledge Management Database (KMDB)?” If so, can the government provide more detail on the architectural configuration and operating system, applications and platform?

Yes. According to PWS section 1.3.3.9.4, the KMDB is included as part of the ITSM tool suite. We expect the contract to maintain the KMDB. The KMDB we are primarily referring to is the BMC ITSM Suite along with MyIT. We have Development, Test and Production suite. With each environment has 2 Web servers (load balanced), 2 application servers (load balanced), 2 Oracle Database Service (Oracle 11g, one replicated to the other), 1 application integration server and 1 Reporting Server. All servers are virtual running Windows 2008 R2. A diagram of the ITSM Production Suite will be available in the reading room.

Ref: PWS, Page 39, Para 1.3.2.6.2 Paragraph says: While USTRANSCOM conference rooms and VTC studios are disbursed throughout the USTRANSCOM campus of buildings, design and technical engineering support will be required at locations at Scott AFB, IL; Norfolk, VA; and Washington, D.C.

Can the government provide information on the VTC studios required to be supported in Norfolk, VA and Washington, D.C.?

How many are at each location? What is the equipment configuration? Is this remote supported with travel as needed or is the workload data on-site?

Norfolk, VA: ~14 SIPR/NIPR VTC suites.

Washington D.C: 1 SIPR VTC Suite The facility at DC requires very little to no engineering support.

Configurations: ISDN, IP, Video Communications servers, MCU's, VTC endpoints, All equipment is CISCO.

Remote support is available and used today. Travel is needed primarily for site surveys and installation/renovation projects.

Ref: RFP, Section M-2.7.3 RFP states: Offered FPIF and FFP prices shall not be adjusted as part of the realism analysis.

Please confirm the government will evaluate FFP and FPIF CLINs for Realism.

All proposed labor rates will be evaluated for realism.

Ref: RFP, Proposal Due Date To allow the offerors enough time to review the material in the bidder’s library, we request an extension of the due date to 30 days after the bidder’s library is made available.

The proposal due date will be extended and is reflected via forthcoming amendment.

Ref: PWS The contractor shall perform services on-site at Scott AFB, IL, and off-site at the following: the contractor’s facility; DISA DECC, St Louis, MO, USTRANSCOM Office, Washington D.C.; JECC, Norfolk, VA;

and the Pentagon. NOTE: Trips to DECC St Louis in performance of this PWS are considered local travel.

Please confirm the intent of the offsite rate in Attachment 8 – Pricing Matrix. Is this a rate for work at the contractor site, or work at alternate government facilities not including Scott AFB?

The PWS will be revised to remove "off-site" and replace with "other locations". The intent of on-site and off-site rates proposed in Attachment 8, Pricing Matrix, are proposed labor rates of Offeror's approach for work performed at either a Government facility or Contractor facility respectively.

52 Ref: PWS Will the Government provide copies of any existing SLAs?

SLAs are not currently defined. The Government intends to establish SLAs over the current fiscal year.

Ref: PWS PWS states:

“The contractor shall provide full process documentation (e.g., roles and responsibilities, Inputs/Outputs, Process Flows) for Government approval within 90 calendar days of contract start.”

How much full process documentation exists today and how complete and how many non-existent?

That will depend on the process. Full process documentation probably none. Some processes are more mature than others (e.g., Incident Management, Event Management). Others do not formally exists (e.g. Problem Management). As far as ITIL processes here is an estimate where processes are:

Event Mgmt - 75% complete Incident Mgmt - 75% complete Request Fulfillment - 50% complete Problem Management - 0% IT Service Portfolio Management - 25% complete Service Level Mgmt - 0% Availability Mgmt - 0% Capacity Mgmt - 25% IT Service Continuity Mgmt - 0% Change Mgmt - 25% Knowledge Mgmt - 0% Continuous Service Improvement - 0%

Ref: PWS, Various “The contractor shall document and maintain accurate enterprise network architecture diagrams (physical and logical), equipment room layouts with rack elevation diagrams, inside and outside plant specifications, and hardware configuration utilizing government provided tools (e.g., Visio, CMDB) with 98% accuracy, documenting all changes within two (2) business days of receipt. The contractor shall make changes in accordance with change and configuration management processes, within the prescribed process timelines. The contractor shall ensure network architectures are synchronized with enterprise level architectures, as applicable. The contractor shall perform quarterly reviews and provide reports on architecture synchronization metrics encompassing, but not limited to, number of network architecture reviews performed and number of resulting changes performed. The contractor is responsible for maintaining a repository of the authoritative source for all diagrams and documentation. All documentation shall comply with the Department of Defense Architecture Framework (DoDAF).

The contractor shall coordinate and work closely with Enterprise Engineering, Program Engineering and Tier III to provide network capability for USTRANSCOM mission. The contractor shall maintain networks in accordance with applicable Defense Information System Agency (DISA) Security Technical Implementation Guides (STIGs), DoD/USTRANSCOM guidance, and commercial best security and engineering practices”

Approximately how many documents will need to be managed by the contractor?

Contract shall manage around 30-35 documents (Visio and Excel (for rack elevations)) for 4 networks.

Ref: Appendix D, Task 2, Subtask 4.6 There are no estimated hours expectations specified only a reference to Table 1 that is located in Task 2 Subtask 4.1. Are the hours estimated for Subtask 4.1 covering the Subtask 4.6+ activities?

No. Estimated hours for Task 2 Subtask 4.1 are for that subtask only. In table 1 we identified the estimated number for end-user devices to support (desktops, laptops, Mobile devices, printers, etc…)

Ref: Appendix D, Task 2, Subtask 6.2 Subtask 6.2 has workload assigned to it (Engineering Designs: 15) but no estimated hours. Are the hours to perform that work incorporated in the estimated hours for the subordinate subtasks 6.2.1, 6.2.2, and 6.2.3?

Yes. The subtasks 6.2.1, 6.2.2, and 6.2.3 are a further breakdown of the number of annual designs, along with estimated hours for each.

Ref: Appendix D, Task 5, Subtask 2 The note in the Estimated Workload states that IA controls must be converted to the Risk Management Framework (RMF) in October 2014. Since this date is past, are offerors to presume the workload to accomplish this has already been done and the estimated hours are only to manage routing RMF management tasks.

No, offerors should not presume this workload is complete.

USTRANSCOM is still in the process of converting to RMF.

Ref: PWS, Para 1.3.2 The requirement to provide all ITIL process documentation within 90 days of contract start is a constraint on the offerors ITIL roadmap.

Would the government consider modifications to the deliverable schedule in order to align with the proposed ITIL implementation roadmap, including incremental deliverables, specifically ITIL process documentation?

Government expects initial process documentation within 90 days.

As those processes mature, we would expect updates to documentation to reflect ITIL maturity.

The Process Documentation is simply a capture of the process as-is or the documented state of improvement for each particular process.

The expectation of continual service improvement over the life of the contract will be both planned and opportunity driven. The roadmap should be influenced by the documented state of each process, which aids in the maturity assessment, drive priorities of improvement, and focus efforts.

Ref: PWS, Page 161, Section 5.4 The chart showing required security clearances for personnel performing Airborne Communications Task Management shows the need for a Secret Clearance, but also requires SCI eligibility. Should these resources be required to have Top Secret Clearance instead of Secret clearance for SCI eligibility?

The table will be revised to include Top Secret Clearance.

Ref: PWS, Page 9, Section 1.3.2 Will the Government provide their current calculations (SLAs) and reporting requirements? What are the existing reporting intervals; e.g. 30, 60, 90 days?

If referring to SLA calculations and reporting as part of SLM, we currently do not report as this process doesn't exists formally today.

Reporting requirement will depend on the function.. For example:

we require daily reporting for IT Service Ops, Weekly reporting to weekly activity reports (WARs), quarterly reporting for IPRs, and annual reviews of processes.

Ref: PWS, Page 9, Section 1.3.2 Will the Government please provide the number of applications, the number of infrastructure devices and types, as well as operational demarcation points amongst shared operations; e.g. SDDC, AMC headquarters, etc.?

Appendix D, Table 1 identifies the number of infrastructure devices.

Majority of devices are Cisco switchers and router. Appendix F lists applications.

Demarcation point: USTRANSCOM is responsible for security boundary for USTRANCOM Network, Centralize Enclave (SDDC), and the Distributed Enclave (AMC). SDDC and AMC have separate contract for operations and maintenance of systems and enclaves. Contractor is not expected to support SDDC or AMC headquarters as they receive support from other means (contracts, Army, Air Force).

Ref: Pricing The following subtasks are in [the OP1 Onsite Tasks-Labor Hours sheet of] Attachment 8 – Pricing Matrix but are not in “Appendix D – Estimated Workload” of Attachment 1 – PWS:

Task 2, Subtask 4.4.1 Task 2, Subtask 4.4.2 Task 2, Subtask 4.4.2.1 Task 2, Subtask 4.4.2.2 Task 2, Subtask 6.4.1 Task 3, Subtask 2.1 Task 3, Subtask 3.1 Task 3, Subtask 3.2.3 Task 3, Subtask 9.4.2.1 Task 5, Subtask 1.4.1 Task 5, Subtask 2.3.2

Will the Government reconcile the pricing tables with Appendix D?

Attachment 8, Pricing Matrix has been revised to match the identified tasks in the PWS. The revised attachment will be provided via forthcoming amendment.

Ref: PWS, Page 91, Section L-3 The Government is soliciting a complex request for services. In light of this, would the Government consider single spaced and/or increased page count to 60 Technical Volume so the Government has the opportunity to evaluate a true best value proposal?

Formatting requirement of 'one and one half spaced' is revised to 'single line spacing' and will be provided via forthcoming amendment. Page limitations currently remain unchanged.

Ref: PWS, Page 5, Para 1.3.1.9 Is the Government prepared to provide resources and access to support a successful 30 day transition? I.e., support the security requirements to meet the 30 day schedule?

The government will support as needed to ensure smooth transition.

Good coordination with the COR will be critical to ensure security line badges, CACs, account paperwork and other required inprocessing to occur in a timely manner.

Ref: PWS, Page 2, Para 1.2 The lack of organization and operational definition in PWS 1.2 Technical Requirements, could result in contract scope creep. Will the Government please provide some further scope definition which illustrates the organizational boundaries and responsibilities?

This contract primarily provide daily operations and maintenance of USTRANSCOM headquarter functions along with our Common Productions Environment (CPE), both NIPR and SIPR, that houses USTRANSCOM C2 and business applications. System may be added to the CPE as programs are migration from stand alone system or realigned to environment to gain efficiencies.

Additionally, this contract will be responsible to operate the Cyber Network Defense Service Provider (CNDSP) functions for the USTRANSCOM enterprise. That includes the scope for boundary protection of SDDC's Centralized Enclave, AMC's Distributed Enclave and USTRANSCOM's networks. SDDC and AMC have their own contracts to manage daily operation and maintenance of systems within their enclave.

Ref: PWS, Pages 49 & 52 Two paragraphs of the PWS are entitled Application Portfolio Management, but they have different effort and scope. Please clarify these references?

Task 3 Subtask 3.2, refers the larger perspective of Application portfolio management (APM) as a framework for managing enterprise IT software applications and software-based services.

Task 3 Subtask 3.2.2. is a subset of the greater APM, where we are looking for the contractor to provide managers with an inventory of the company's software applications and metrics to illustrate the business benefits of each application.

Ref: PWS, Pages 56 & 57 Two paragraphs of the PWS are entitled IT Project Management, but they have different effort and scope. Please clarify these references?

Task 3 Subtask 4.2, is a high level description of IT Project management function and an introduction/lead in to the sub-subtasks of 4.2.1 and 4.2.2. Task 3 Subtask 4.2.2 details the functions of Project Management (follows PMBOK and PMI).

Ref: PWS, Page 53, Para 1.3.3.3.3.1.1 Is it the Government's intention to transition the service desk operations to a Single Point of Contact (SPOC) for all of USTRANSCOM; e.g.

AMC, SDDC, etc.?

No, not at this point in time.

Ref: PWS, Page 10, Para 1.3.2.1, 1.3.2.1.1, 1.3.2.1.2 Will the Government please clarify the inconsistent duty hours in regards to the Service Desk Operation?

IT Ops Mgmt (DoDIN Ops) will be 24x7. Service desk will be 0630 to 1830 M-F. IT Ops Mgmt will provide Service desk function outside of 0630 - 1830 M-F since they are a 24x7 operation.

Ref: Attachment 8, Pricing Matrix Instructions:

The instructions are not clear about the Labor Rate Summary. Do offerors need to provide on-site and off–site rates for ALL Labor Categories even if they are not utilizing a labor category in their proposal?

On-site and off-site rates shall be provided for each proposed labor category intended for use by the Offeror's approach.

Ref: RFP, Section L-3 All proposal volumes must be in three-ring binders with the exception of the original copy. Original copies shall not have holes or staples.

Should the original copies be submitted in manila envelopes labeled with the volume name and solicitation number? If not, does the government have another preferred method for this requirement?

Original copies submitted in manila envelopes are acceptable. There is not a preferred packaging method for receipt of original copies, with the exception of Volume VI. Refer to Section L-3 of the RFP reflecting change.

Ref: RFP, Section L-4 IV-C Offerors are responsible for ensuring Past Performance Questionnaires (Attachment 5) are provided to the appropriate POC referenced for each of the Government or commercial contracts referenced in the Past Performance Information Sheet submitted. Offerors are responsible for ensuring that POC’s for Past Performance Questionnaires timely submits PPQ’s and will only be accepted for the five references provided on Attachment 4.

Please clarify the due date for Past Performance Questionnaires.

Past Performance Questionnaires should be received in line with proposal submission due date. Offerors should verify with their POC's to ensure timely submission.

Ref: PWS, Para 1.3.1.9 Please provide the anticipated date of award and period of performance for this effort

Date of award is tentatively scheduled 30 days prior to performance start. Period of performance for this requirement is stated in the RFP and PWS.

Ref: RFP, Page 95, Section L In accordance with the RFP instructions, may the text in the tables of the Past Performance Information Sheet be reduced to size 10 font?

The font requirements remain unchanged for the Past Performance Information Sheet.

Ref: RFP, General Will the Government please provide a 2-week extension for proposal submission?

The Government will provide an extension for proposal submissions. This change will be reflected via forthcoming amendment.

Ref: Attachment 7, Labor Category Descriptions Does the Government intend for offerors to use all labor categories provided in Attachment 7?

No, the Offerors shall propose labor categories that apply to the Offeror's technical and staffing approach.

Ref: RFP Will there be a bidder’s library included with the RFP solicitation documentation?

It is the Government's intent to release a reading room.

Ref: RFP, Page 94, Section L-4 Is Attachment 8 to be included in the Staffing Proposal volume? Since this attachment contains pricing data, can we assume that it will only be located in the Cost/Price Volume of the hard copy proposal?

Attachment 8 includes the staffing matrix (orange tabs) that auto populates the hours proposed from the pricing matrix. Printed copies of the staffing matrix only (orange tabs) are to be included in the Staffing proposal Volume. All of Attachment 8 is not required as part of the Staffing proposal.

Ref: Attachment 8, Pricing Matrix In Attachment 8, the subtask numbering and task titles do not match against the PWS. Would the Government please update Attachment 8?

Attachment 8, Pricing Matrix has been revised to match the identified tasks in the PWS. The revised attachment will be provided via forthcoming amendment.

Ref: Attachment 8, Pricing Matrix The ODC plug numbers provided in the Attachment 8 are not included in Section B of the RFQ. Would the Government please update Section B to include the ODC plugs?

Upon release of contract award, costs as indicated in Attachment 8 of the Pricing Matrix, will be reflected in Section B.

Ref: PWS, Para 1.3.2.4.6.2.2 Does the Government consider FACCSM duties to include Tier 1 or Tier 2 Support ? Based on the following statement in USTRANSCOM Directive 1316 -Troubleshoot and correct level-one communications-computer issues. Forward unresolved issues to the USTRANSCOM Help Desk.

The section refers to Command FACCSM which is a Tier 1/2 responsibility. The Command FACCSM will be responsible to train Directorate FACCSMs (other contractors, civilians, military) to perform Tier 0-1 type tasks (first contact for users). Directorate FACCSM will have local admin accounts to boxes to install approved software and correct issues for users. Command FACCSMs may have greater privilege to aid in end-user devices support, service desk, account creation, and test out new software prior to it going to Directorate FACCSM

Ref: PWS, Para 1.3.5.1.3 Is the contractor awarded also the Cyber Security Service Provider (CSP)? Yes, the contractor performing this task is a part of the

USTRANSCOM Cyber Security Service Provider

Ref: RFP, Section M-2.5, Page 104 How will the Contractor be rated if our DoD customers do no respond to the Past Performance questionnaires?

Reference Section M-2.5.2. and M-2.5.3. of the RFP. The Performance Confidence Assessment rating is based upon all the information submitted or obtained and determined relevant by the Government.

Ref: RFP, Section M-2.3.1.4. Page 101 What are the GFE Security tools?

1. What are local?

2. What is provided hosted in in cloud service provider environments?

3. What are the historical volumes of events and incidents are generated by the SIEM tools

4. What devices are integrated into the SIEM tool – are there others that are planned for integration – are there any gaps?

A1 & 2: See Appendix F of PWS for security tools that may potentially need to be supported. No additional specifics will be provided.

A3: Level of effort associated with the Intrusion Detection Analysis task is provided in the PWS. (Task 5 Subtask 1.2)

A4: All types of devices are integrated into the SIEM. Additional devices are planned for integration.

85 Ref: RFP, Section M-2.3.1, Page 101 What tools are used for security dashboards / analytic displays? Splunk, Nagios, HBSS

Ref: RFP, Section M-2.3.1, Page 101 How many network device and their sizes – does USTRANSCOM monitor? USTRANSCOM monitors 2 networks with about 100 devices in each. Types of switches/routers on networks to help identify size:

Cisco:

-6509E -6807 -4507 -3850X -3750X -2960G -Nexus 7010

From a security standpoint, Level of effort is provided in the PWS Task 5 Subtask 1.2

87 Ref: RFP, Section M-2.3.1, Page 101 What anti-spam product is used? Spam Assassin, MailScanner

88 Ref: RFP, Section M-2.3.1, Page 101 What tool is used to patch network equipment? None

89 Ref: RFP, Section M-2.3.1, Page 101 What tool is used to track security incidents? Remedy and DOD Joint Incident Management System (JIMS)

90 Ref: RFP, Section M-2.3.1, Page 101 What tools are used for threat analytics? Splunk

Ref: RFP, Section M-2.3.1, Page 101 How many enclaves / system are under RMF require risk assessment development; certification, accreditation, and authorization support?

Level of effort is provided in the PWS in appendix D Task 5 Subtask 2.3.

Ref: RFP, Section M-2.3.1, Page 101 What is the projected volume of risk assessments that are expected to be conducted?

Level of effort is provided in the PWS in appendix D Task 5 Subtask 2.1.

Ref: PWS, Para 1.3.2, Page 10 According to PWS 1.3.2, “Contractor personnel assigned to perform SIPRNet FACCSM duties shall be qualified as an Information Assurance Technician Level II (IAT-II), per DOD 8570.01-M. The contractor shall provide copies of the required certification(s) applicable for IAT- II to the COR at the start of contract execution.” However, according to DOD 8570.01-M, contractors must obtain certifications within 6 months of assignment of IA duties.

• Please clarify the requirement as it pertains to the ITSM contract.

Does the PWS override the DOD 8570.01-M stated timeline?

• If so, does the requirement to provide copies of certifications applicable for IAT-II apply only to contractor personnel assigned to perform SIPRNet FACCSM duties.

Requirement for IAT-II certification for SIPRNet FACCSM is an Air Force requirements as they are our SIPRNet service provider.

Air Force provide higher level access to FACCSMs than USTRANSCOM does on NIPR, thus requiring the IAT-II certification. Air Force has the right to impose greater restrictions than DoD 8570.01-M.

Section 4.5 describes the requirement for providing proof of IA Certification. It does not just apply to the SIPRNet FACCSM duties.

Ref: RFP, Section L-3., Page 91 In the Format Requirements table, hard copy paper size is specified as 8 ½ x 11 inch paper. However, the Page Limits section of this table indicates that foldouts shall be counted as 2 or more pages. Please confirm that foldouts printed on 11 x 17 inch paper are allowed for hard copy submission. Also confirm that 11 x 17 foldouts will count as 2 pages.

Foldouts printed on 11 x 17 inch paper are allowed for hard copy submission and will count as 2 pages.

Ref: Attachment 4 – Past Performance Information The Attachment is currently Garamond type. Should Offerors modify the attachment to comply with the font requirements specified in L.3 on

pg. 91 (i.e., uncompressed Times New Roman)?

Yes. Offerors should comply with font requirements specified in Section L-3. of the RFP.

Ref: Attachment 4 – Past Performance Information Will the Government please clarify if they are requesting the contractor’s Point of Contact Information, or the Government Customer’s Point of Contact Information?

The Government/Customer's Point of Contact Information. The Past Performance Information Sheet is revised and will be provided via forthcoming amendment.

Ref: RFP, Section J, Attachment 8 Pricing Matrix, Contract Summary tab The Contract Summary worksheet within the Pricing Matrix workbook includes prepopulated amounts for Other Direct Costs and Travel. Should the offeror assume that the dollar amounts provided include all necessary burdens or indirect costs?

The dollar amounts provided under 'Other Direct Costs' and 'Travel' are not-to-exceed costs.

Ref: PWS, Page 12, Para 1.3.2.1.2 The PWS states that “The Service Desk shall provide support to include, but not be limited to, lifecycle incident ticket management, answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues…” Does the Government have an existing remote desktop tool? If so, what is it?

Government currently uses Microsoft Remote Desktop, and LANDesk.

Ref: PWS, Page 21, Para 1.3.2.4, #4 The PWS states that the contractor shall “Create, manage, and maintain an automated…