Attachment 1 - PWS Revised.docx

Performance Work Statement For United States Transportation Command (USTRANSCOM) Command, Control, Communications & Cyber Systems Directorate (TCJ6)

Managed Information Technology Services (MITS) Enterprise Support

25 April 2022

Table of Contents

The United States Transportation Command (USTRANSCOM) located at Scott Air Force Base (AFB), IL, is one of eleven Unified Combatant Commands in the Department of Defense (DoD). USTRANSCOM provides command and control (C2) for the synchronized transportation, distribution, and sustainment of personnel and assets, making possible the projection and maintenance of national power wherever needed with speed and agility, high efficiency, and a high level of trust and accuracy.

USTRANSCOM’s mission is to conduct globally integrated mobility operations, lead the broader Joint Deployment and Distribution Enterprise, and provide enabling capabilities in order to project and sustain the Joint Force in support of national objectives. The Commander exercises responsibilities as prescribed in the Unified Command Plan. These duties include being the Mobility Joint Force Provider, DoD Single Manager for Transportation, responsible for Joint Deployment and Distribution Enterprise planning and operations, DoD Single Manager for Patient Movement, and Joint Enabling Capabilities. An important requirement of USTRANSCOM including its Transportation Component Commands (TCCs), which are Air Mobility Command (AMC), Military Surface Deployment and Distribution Command (SDDC), and Military Sealift Command (MSC), is to integrate C2, communications, and cyber (C4) efforts through the identification and employment of cost effective and efficient deployment and distribution solutions. The USTRANSCOM C4 environment interfaces with numerous on-site and remote commercial, DoD, service, and common-user networks (i.e., Secret Internet Protocol Router Network (SIPRNet), Non-secure Internet Protocol Router Network (NIPRNet), DoD approved cloud environments and the Scott AFB Local Area Network (LAN), Wide Area Network (WAN), Metropolitan Area Network (MAN), or the DoD Information Networks (DoDIN)). A myriad of applications make use of the USTRANSCOM C4 infrastructure by providing access and services to the USTRANSCOM user community.

USTRANSCOM operates the Common Computing Environment (CCE) surrounded by a network defense infrastructure. The USTRANSCOM CCE, supported by TCJ6 and multiple United States Air Force (USAF) organizations and SDDC, is comprised of several operating systems clients and servers both on premise and in the DoD approved cloud environments, both physical and virtual. The diversity of applications riding on the USTRANSCOM CCE (e.g., C2 systems, information management systems, mail/message systems, and security systems) increases the complexity and difficulty to integrate new system requirements. The information security infrastructure operating with the USTRANSCOM CCE is a unique integration of products demanding a high degree of technical skills and understanding.

SDDC, a component of USTRANCOM, provides global surface transportation to meet national security objectives in peace and war. SDDC executes its mission through three core processes: (1) surface movements, (2) personal property and passenger movement, and (3) deployability engineering. It is a joint-service major Army command and USTRANSCOM’s surface transportation component. SDDC’s mission, “To provide global surface distribution management and services to meet National Security objectives in peace and war,” positions this organization as the link between DoD shippers, commercial carriers, and the warfighters offering safe, responsive, efficient distribution and deployment solutions for the military. DoD uses Information Technology (IT) for worldwide surface deployment, distribution and in-transit visibility of equipment and supplies. The SDDC Information Management Directorate’s mission is to manage the mission area support functions (communications, automation, storage area networks, audio-visual, publications, and records management disciplines).

1.2. Background

Historically, this requirement was delivered in the Information Technology Service Management (ITSM) contract as combined requirement. The ITSM contract supported three major requirement areas: Managed Services, Cyber Security Service Provider (CSSP) Support, and Authorization Official Support. The Government decided to split these requirements into three separate contracts transitioning as follows: Managed Services to Managed Information Technology Services (MITS), CSSP to Cyber Operation Forces (COF), and Authorization Official Support to Senior Information Security Officer (SISO) Support. The rationale for this was to ensure Separation of Duties (SoD).

SoD is an attempt to ensure that no single individual has the capability of executing a particular task or set of tasks. In the context of implementing SoD, this requirement is to ensure accountability as well as limit the ability of individuals to negatively impact the Confidentiality, Integrity, or Availability of a particular Information System or Area of Operation Tango (AO-T). SoD addresses the potential for abuse of authorized privileges and helps to reduce the risk of malevolent activity without collusion. SoD, as it relates to security, has three primary objectives. The first is the prevention of conflict of interest (real or apparent), wrongful acts, fraud, abuse, and errors. The second is the detection of control failures that include security breaches, information theft and circumvention of security controls. The third is to ensure that individuals do not have conflicting responsibilities or are not responsible for reporting on themselves or their superior.

1.3. Objective

The Command, Control, Communications, and Cyber Systems Directorate (TCJ6) provides cyber mission assurance, defensive cyber operations, cybersecurity, cloud computing, satellite communications and electronic spectrum management for the USTRANSCOM, Components and the Joint Deployment and Distribution Enterprise (JDDE) to support all USTRANSCOM Unified Command Plan (UCP) Missions.

MITS is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command’s infrastructure, systems, and applications. The MITS contract is not intended for staff augmentation; rather, the MITS contract provides managed services directed towards improving integration, information sharing, and information safeguarding using a streamlined IT approach. USTRANSCOM expects innovation with common architecture, consolidated operations, and cloud environments in alignment with the command’s objectives. Task Orders issued under MITS must comply with DoD Instructions, DoD Directives, National Institute of Standards and Technology (NIST) standards, and USTRANSCOM policies.

1.4. Scope

Contractors shall provide the full range of integrated strategic, analytic, and technical support services USTRANSCOM may need to design and implement optimal Infrastructure, Systems, and Applications initiatives and ensure progress toward meeting requirements and objectives. The contractor shall have subject matter expertise and provide all resources necessary to perform the specific requirements as defined in individual task orders.

The services and capabilities supported by the MITS contract vehicle will provide responsive, secure, and timely solutions to USTRANSCOM that meet current and future IT requirements. The MITS contract supports both classified and unclassified programs on multiple networks and security domains. Individual task orders will identify the scope of work required for networks, domains, and security.

It is not possible for the Government to determine the precise types or amounts of services it will require during the full term of the contract. The Government will make every effort to provide the contractor with ample time to respond to new requirements. However, some task orders on this contract may require fast responses to address emergent requirements. Services performed will be non-personal and shall not include inherently governmental services. Services and support anticipated under this contract exist within the scope of the following performance areas:

Performance Area 1 - Contract and Program Management Performance Area 2 - Enterprise Activities and Services Performance Area 3 - Infrastructure Development/Sustainment Performance Area 4 - Application Development and Sustainment Performance Area 5 - Other Special Services

The services provided within the scope of this contract are considered Operationally Critical Support (OCS) and Covered Defense Information (CDI) as defined in Defense Federal Acquisition Regulation Supplement (DFARS) 252.204-7012, "Safeguarding Covered Defense Information and Cyber Incident Reporting.” Any CDI will be identified at the task order level.

2. CONTRACT REQUIREMENTS

The MITS effort streamlines the delivery and management of application and infrastructure services and functions for current and emerging requirements. Industry partners shall have relevant experience in essential IT services and the functions listed within this document. Task orders may contain requirements for one to many of the IT services and functions listed. Enterprise activities and services may be combined to maximize efficiencies, drive process improvements, eliminate service overlaps, evolve with leading-edge technology, and realize cost efficiencies at the task order level to provide strategic IT advantages to the US Government

2.1. Quarterly in Progress Reviews (IPR)

The contractor shall conduct quarterly In-Process Reviews (IPRs) as scheduled by the Government. At a minimum, the IPR shall summarize status, progress, recommendations, financial summaries, and concerns in the development of any tasks or documentation described within this PWS. Presentation materials shall be prepared and provided to the COR two (2) business days prior to the IPR. IPR dates and locations will be coordinated in advance by the designated Government Representative.

2.2. Information Sharing

The Government may use and disclose reported information (e.g., information regarding threats, vulnerabilities, incidents, or best practices) that does not include attribution information, at its discretion to assist entities in protecting information or information systems (e.g., threat information products, threat assessment reports); provided that such use or disclosure is otherwise authorized in accordance with applicable statutes, regulations, and policies.

2.3. Periodic Government Inspections

The contractor is subject to Government inspections and reviews to assure compliance with DoD Supply Chain Risk Management (SCRM) requirements throughout the contract performance period. The contractor shall be responsible for taking corrective action based upon the impact and severity of identified weaknesses.

2.4. Post Award Task Order Meetings/Conferences

Technical meetings and/or post award orientation conferences may be necessary to resolve problems and to facilitate understanding of the requirements of the contract and/or of each awarded task order. Participants at these meetings/conferences shall be members of the contractor’s technical staff and technical representatives of the Government. These meetings/conferences shall be scheduled by agreement of the parties and arrangements made between the Contracting Officer (CO), his/her representative, and the contractor. Records of these meetings/conferences shall be made by the contractor and submitted to the Government within five (5) business days after conclusion of the meetings/conferences. All costs associated with the attendance at these meetings/conferences shall be at no direct charge to the contract.

2.5. Contractor Manpower Reporting

The contractor shall report all contractor and subcontractor labor hours required for performance of services provided under this contract for USTRANSCOM via a secure data collection site. The contractor is required to complete all required data fields using the following Web address http://www.sam.gov/.

Reporting inputs will be for the labor executed during the period of performance by each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported anytime during the FY, all data shall be reported no later than October 31. Contractors may direct questions to the help desk at http://www.sam.gov/.

2.6. International Organization for Standardization (ISO) International Electrotechnical Commission (IEC) The contractor is required to obtain and maintain a successful ISO IEC 20000-1 certification throughout the contract lifecycle. ISO/IEC 20000 is a standard and consists of a set of minimum requirements to audit an organization against effective ITSM. The standard promotes the adoption of an integrated process approach to effectively manage numerous linked activities.

3. PERFORMANCE AREA 1 - CONTRACT AND PROGRAM MANAGEMENT

The contractor shall provide all materials, services, personnel, planning, direction, coordination, and control necessary to provide the services required by this contract.

3.1. Program Management

The contractor shall identify a Program Manager (PM), who is the authorized point of contact with the Government Contracting Officer’s Representative (COR). The PM responsibilities include, but are not limited to, interfacing with Government management personnel, staffing of all tasks, formulating, and enforcing work standards, creating personnel and project schedules, reviewing work discrepancies, and communicating Government policies, purposes, and goals to the contractor team. The contractor PM shall provide necessary support and oversight in performance execution of the MITS effort. The contractor shall designate a principal point of contact for technical issues in addition to the PM.

3.2. Program Management Plan

The contractor shall develop a plan documenting the contractor’s management approach, operating procedures, staffing approach, and overall work Breakdown Structure. Staffing Plans regarding resource assignments by task may be required at the task order level.

3.3. Knowledge Management, Technical Writing and Document Support The contractor shall provide technical writing and documentation support. Technical Writing Services and Documentation Support include but are not limited to, supporting technical staff in the development and dissemination of technical documents including requirements analyses, design documents, manuals, fielding documents, and network security documents. This task includes preparing contract deliverables and reports, assisting in the preparation of presentation graphics, and supporting the development of deliverables and reports, and maintaining configuration management control of all documents.

The contractor shall ensure products, systems, release packages, and services under evaluation integrate with the USTRANSCOM operational environments. Product configurations provided by the vendor or other supporting organizations will be assessed by the contractor to ensure compatibility with DoD/USTRANSCOM functional, operational, and security standards/requirements. The contractor shall provide an assessment of the Vendor-Proposed System Configuration and Engineering Designs identified at the task order level. If no proposed configuration is provided, the contractor shall recommend proposed configurations and architectures, to include the recommended operating system, Microsoft Windows Group Policy Object (GPO) settings, and application(s) configuration(s) to ensure compatibility with DoD/USTRANSCOM functional, operational, and security standards/requirements based on test results and knowledge of the target environments. The contractor shall collaborate with designated Government functional and technical stakeholders during tests and assessments to achieve a final secure and functional configuration of the product under evaluation.

4.2. Independent Testing and Verification

The contractor shall provide management and operational support for enterprise independent testing activities designed for system, application, and service-oriented IT functions to uncover operational software, hardware, and/or system flaws before fielding to reduce and eliminate erroneous products or mission failure. Activities associated with these efforts include, but are not limited to, establishing evaluation criteria and conducting evaluations for applications; ensuring security controls are aligned with the assessment & authorization and audit processes, and applications comply with risk management authorization process in accordance with DoD Instructions, DoD Directives, National Institute of Standards and Technology (NIST) standards, and USTRANSCOM policies, implementing a centrally managed test process, documenting testing requirements for evolving service-oriented architectures, participating in mission application in-plant acceptance testing and beta tests, working with functional users that the test processes address user requirements and issues, and establishing a library of widgets that link to documented test processes, plans, and procedures for enhancement and reuse on various mission applications.

4.3. Project Management and Planning

The contractor shall provide project management and planning services with the capability to manage large projects applying the Project Management Institute (PMI) best practices and Information Technology Infrastructure Library (ITIL) Design Coordinator role best practices to align the IT services with the business needs. All project managers shall be Project Management Professional (PMP) certified.

4.4. Information Technology Service Management

The contractor shall perform service support for the services and functional areas and capabilities in the scope of this contract. The contractor will utilize the ITIL Service Management Framework guide for provisioning of the services and the processes, functions, and other capabilities needed to support them. The contractor shall provide processes and functions across the entire ITIL lifecycle (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement). Supported Government organizations may call out specific ITIL processes and functional requirements within follow-on task orders to support their IT operating models such as:

· IT Service Portfolio Management

· Business Relation Management

· Demand Management

· Service Asset and Configuration Management

· Lifecycle Management

· Application Portfolio Management

· Service Design Support

· Service Catalog Management

· Service Level Management

· Availability Management

· Capacity Management

· IT Service Continuity Management

· Change Management

· Technical Management & Oversight

· Design and Transition Planning and Support

· Release and Deployment Management

· Service Evaluation and Testing

· Tool Support & Tool Portfolio Management

· IT Knowledge Management

· CSI Support

All contractor personnel supporting this task shall be ITIL Foundation certified.

4.5. Enterprise Operations, Event Monitoring and Management, Performance Monitoring, and Analysis The contractor shall conduct enterprise operations, event monitoring and management, performance monitoring, and analysis services. The contractor shall provide continuous centralized operations, monitoring, management and analysis of enterprise applications, systems, and core services as well as infrastructure assets to include file servers, email servers, application servers, web servers, and storage for all enterprise service providers 24 hours per day, 7 days per week to include holidays. Contractor services shall include but are not limited to, monitoring established thresholds, responding to warning and alert messages from the monitoring systems, coordinating corrective action once thresholds are reached to prevent issues from reoccurring, and conducting the initial troubleshooting to restore services as quickly as possible. Other services include providing feeds to the enterprise watch and other Government designated watch centers as directed for situational awareness, responding to escalated incidents and outages (e.g., from the service desk), taking corrective actions to resolve the issue, escalate unresolved issues, maintaining, and upgrading the supporting network infrastructure and services.

The Government requires contractor assistance at all phases including refining requirements, securing design, and integrating hardware and software. The contractor shall have the capability to test, distribute, use, maintain, and dispose of hardware and software. The contractor provided services shall include but are not limited to, local and worldwide engineering and installation management, conducting site surveys, estimating bills of materials, estimating timelines, recommending hardware and cabling technical solutions, ensuring security controls and authorizations are in place, documenting project status and the installation "as-is" and "to-be" architectures, planning, building, and installing patch panels and cable/fiber infrastructures, installing and terminating all types of standard IT cable and fiber, data center racks, fiber framework, server, storage, and networking equipment, deploying IT capabilities (e.g., workstations, desktops, printers, and peripherals, Voice Over Internet Protocol phones, video displays, and video teleconferencing) to customer workspaces, and decommissioning and removal of legacy equipment or infrastructure that are no longer required. The specific IT Infrastructure Installations, Fit Outs, and decommissioning requirements and services will be identified within individual task orders.

5.2. Service Desk Support

The contractor shall develop Service Desk capabilities include customer self-help services, online support services, and customer representative services. The configuration of the Service Desk, supported by a one-number-to-call, can be either an integrated federated system of existing Agency service desks or a traditional consolidated physical Service Desk. The Service Desk shall be the central point of contact for the customer and the IT organization for resolving customer IT issues at the lowest practical support level. Service Desks shall provide a consistent and quality customer experience across enterprise service areas using qualified staff, standardized processes, and an extensive knowledge management system. The Service Desk, supported by a common ITSM toolset, shall provide the ability to document, process, and monitor incidents, problems, inquiries, and change and service requests, as well as coordinate new capabilities through an actionable service catalog and support for other IT service management functions. The Service Desk shall provide customer support and other required services 24 hours per day,7 days per week, including holidays. Specific Service Desk requirements and services will be identified at the task order level.

5.3. Desk-side Support

The contractor shall provide customer desk-side support services for end-users and customer work center environments. Services include but are not limited to, providing desk-side assistance to resolve customer incidents, locally resolving system account and access management issues. The contractor shall tailor directory service entries, organizational mailboxes, distribution lists, etc., to meet customer requirements. The contractor shall install Government approved add-on applications to workstations, and support equipment installation, move, add, and change requests. The contractor shall configure, troubleshoot, and maintain end-user devices and peripherals. In support of the enterprise, contractor services may include initial troubleshooting analysis and resolution for server and storage, installing patches and performing system updates, recovering data, and installing and configuring server and storage devices.

5.4. Field Service Support

The contractor shall provide Field Service Support at designated Government locations within the Contiguous United States (CONUS). Services include providing general IT support across a wide range of technical services. Field service technical support includes but is not limited to, operating an entire site remotely, providing IT support services at remote field and garrison sites, performing basic cabling and server/desktop installation, performing systems administration of desktop and server systems connected to local and wide area networks, supporting VTC operations, maintaining and loading cryptographic keys, and performing troubleshooting on many types of hardware and software.

5.5. Connectivity and Network Services

The contractor shall provide Connectivity and Network Service Delivery Lifecycle support for the enterprise architecture at designated Government locations. Connectivity and Network services require a wide range of technical, functional, and program management services to support full engineering, design, cybersecurity, integration, installation operations, and maintenance activities of all classified and unclassified, wired, wireless, and tactical satellite communications network services and capabilities. These requirements include but are not limited to, architecture and engineering development and design, cable and fiber installation, testing, troubleshooting and management, full wide-area, metropolitan area, campus area, local area, and data center network administration, network operations, event monitoring and management, performance monitoring, capacity planning, and analysis, Internet Protocol Address Management (IPAM) and Network Timing Protocol (NTP) systems and tools administration and maintenance, ITSM systems and tools administration and maintenance, incident response, tracking, and resolution, installation, management and support services. The contractor shall ensure compliance with current DoD and USTRANSCOM policies, standards, and security directives and guidelines.

The contractor shall execute Communications Security (COMSEC) processes and procedures IAW DoD policy and USTRANSCOM Government direction. The contractor shall provide support for USTRANSCOM’s COMSEC mission to include providing oversight for USTRANSCOM, the TCCs, and other direct reporting elements, maintaining policies and procedures for handling, controlling, and protecting COMSEC assets; dissemination of urgent, doctrinal, policy, and procedural COMSEC information received from DoD, ordering and maintaining COMSEC material, coordinating acquisition of cryptographic keying materials, operating the Key Management Infrastructure (KMI) for the generation of electronic cryptographic keys, issuing and providing disposition instructions for COMSEC material, coordinating cryptographic circuit maintenance, performing incident reporting and After Action Reviews (AARs) regarding COMSEC issues, maintaining the USTRANSCOM Inter-theater COMSEC Package (ICP) Program, as well as coordinating and implement a COMSEC Education, Training, and Awareness (ETA) program.

The contractor shall provide services for implementing and conducting the Emissions Security (EMSEC) Program for USTRANSCOM. In support of this function, the contractor shall support the Government in defining EMSEC requirements, assessments, identification, and implementation of required countermeasures, and other requirements related to the emissions security of USTRANSCOM systems and networks. The contractor shall provide guidance to USTRANSCOM personnel to ensure protection of USTRANSCOM systems and information, and compliance with National Security Telecommunications and Information Systems Security Committee (NSTISSC), Committee on National Security Systems Instructions (CNSSI), Air Force System Security Instruction (AFSSI) 7700 series instructions, DoD, and other applicable policy. The contractor will support host installation TEMPEST/EMSEC assessments by serving as the point of contact, providing required drawings, technical documentation, submitting requests, waivers, etc., as needed to accomplish the assessment.

5.6. Enterprise Computing, Storage, and Cloud Services

The contractor shall provide Enterprise Computing, Storage, and Cloud Service Delivery Lifecycle support for the enterprise architecture at designated Government locations. Enterprise Computing, Storage, and Cloud services require a wide range of technical, functional, and program management services to support full engineering, the design, integration, installation operations, and maintenance activities of all classified and unclassified, compute, storage, cloud, physical and virtual infrastructure components. Services include but are not limited to, creating, accrediting and maintaining server and workstation baselines for all supported operating systems on all networks, standardizing, deploying, and patching for all systems in operations, repairing and maintaining hardware and software, administering and managing server and storage, providing data services, data administration, and database management, providing infrastructure system services, administration, and management support for traditional systems and systems that use virtual and cloud services hosted by other agencies or external cloud service providers that provide Platform as a Service (PaaS), Software as a Service (SaaS), Infrastructure as a Service (IaaS) capabilities; operating, maintaining, and sustaining enterprise shared applications and infrastructure services (e.g., email, SharePoint, Identity Management, Directory Services, Public Key Infrastructure (PKI), Global Load balancing Traffic Management), providing event monitoring and management, performance monitoring, capacity planning, and analysis; and providing incident response, tracking, and resolution.

5.7. Mission and Business Systems Services, Administration, and Management The contractor shall provide administration and management of mission and business system services for both traditional systems and systems that exist within or use virtual and cloud services hosted by other agencies and external cloud service providers. These services include but are not limited to, applications, databases, system-level administration functions for enterprise, regional, and Combatant Command mission applications and business systems. Specific mission and business systems services, administration, and management requirements will be documented at the task order level.

5.8. Unified Communications, Voice, Video, and Chat Services

The contractor shall provide Unified Communications, voice, video, and chat service delivery lifecycle support for the enterprise. These services require a wide range of technical, functional, and program management services to support full engineering, design, integration, installation operations, and maintenance activities of all classified and unclassified capabilities. Services include but are not limited to, integrating real-time communications services with non-real time communication service, non-secure and secure voice installation, providing operations and maintenance services, configuring and managing automated call distribution systems, call managers, and other tools required for administration, providing incident response, tracking, and resolution, performing service operation activities such as troubleshooting, event monitoring and management, performance monitoring, capacity planning, and analysis, designing, installing and maintaining all ad-hoc and scheduling conferencing capabilities, installing, operating and maintaining all desktop video, studio video, and video teleconferencing services, and provide user Mobility Capability.

5.9. Audio Visual and Digital Media Services

The Contractor shall provide audio, visual and digital media service delivery lifecycle support for the USTRANSCOM Enterprise. Audio, visual, and digital media services require a wide range of technical, functional, and program management services to support full engineering, design, integration, installation operations, and maintenance activities of all classified and unclassified capabilities. Services that include but are not limited to, engineering, installing, and programming video display and knowledge wall systems, conducting routine operational tests and fault isolation on video display systems, optimizing system operation and resource utilization, providing assistance to users in using systems, maintaining and operating a wide variety of video display equipment to include video streaming devices, channel and layout controls, audio and video display components, related tools administration and maintenance, service operation activities, troubleshooting, event monitoring and management, performance monitoring, analysis and capacity planning, and continuously monitoring all component equipment.

The contractor shall provide comprehensive customer relationship management (CRM) services. CRM supports the overall need for a balanced blend of quality and cost efficiency regardless of the end state. The contractor shall provide customer outreach and relationship management services that effectively facilitate communications between participating IT organizations and their customers. The contractor shall support, develop, and implement improvements to the CRM framework that ensure customers are adequately supported throughout the service lifecycle within the context of the hybrid environments.

The contractor shall conduct mission engagement and operations planning to provide a critical linkage between customer mission planning and IT support planning. Services include but are not limited to, operations planning (OPLAN), contingency planning (CONPLAN), exercise support planning, defining, and documenting customer "as is" and "to be" architectures, creating and monitoring customer service-level agreements, and analyzing operational performance measurements and associated trends to ensure services meet customer missions, goals, and objectives.

The contractor shall provide or support Customer Education and Training services to include providing for the principles, and techniques of instructional design methodology to develop and deliver training materials and programs as well as provide customized education and training to CIO customers in varied venues and locations. Training requirements may include, but are not limited to, “train the trainer,” classroom, or virtual courses. Training materials may include but are not limited to, user guides, training manuals, instructor manuals, and reference guides. Customer feedback shall be collected at the end of training and reported following the completion of training.

All contractor personnel supporting this task shall be ITIL Foundation certified.

6.2. Mission and Business Application, Tools, Portals, and Web Services The contractor shall provide or support Software Engineering, Development, and Integration using the Agile development methodology (rapid development with embedded security) testing environment to assess the direction of a project during the lifecycle development through abbreviated regular cadences of work known as sprints or iterations. The contractor shall focus on the repetition of abbreviated work cycles as well as task order functional requirements, quality, and security expectations.

The contractor shall provide support for the legacy and virtual IT environments. The contractor shall provide Software as a Service (SaaS) expertise to develop applications to run on a cloud infrastructure in accordance with Government defined standards and within Government defined frameworks. The applications shall be accessible from various client devices through a thin client interface such as a web browser (e.g., web-based email). The contractor shall perform requirement capture and analysis, requirements specification creation, software design, development, integration and testing, version control, project management, and problem tracking and solutions. The contractor shall provide for configuration, installation, deployment, account migration services, follow-on operations, and maintenance on an end-to-end basis throughout all networks.

The contractor shall provide Mission and Business Application and Tool Development, Integration, and Maintenance services focused on designing, developing, integrating, and maintaining applications, tools, services, and other software to improve business and mission capabilities and improve application effectiveness. Services shall include but are not limited to, developing new enterprise applications, implementing enterprise applications services to raise product quality and expand information sharing, adding, modifying, deleting functionality based on customer requirements, and integrating new application architectures, upgrading and depreciating software and support tools as newer versions are released, improving application and tool quality and performance, and migrating legacy applications and tools to enterprise applications and tools.

The contractor shall use Government provided software and tools to perform Mission and Business Application, Tools, Portals, and Web services to the maximum extent possible. Where cost efficiencies and innovation may be achieved, Contractors shall incorporate other software and tools in accordance with ITSM methodology and principles, including the reuse or integration of Government-owned software, such as those from Research and Development (R&D) technology insertions and from mission partners.

The contractor shall provide web and portal systems development, integration, maintenance, and management services. Services include but are not limited to, web and web portal planning, development, integration, testing, and support as defined in individual task orders. Work performed shall ensure web systems and portals integrate effectively with existing enterprise systems and data stores with the goal of maintaining a well-connected, secured, and controlled enterprise of systems. Services shall follow the structured development, test, and release management processes in addition to stringent change management and configuration control and enforcement of service level agreements. In addition to supporting current and future mission requirements for web and portal services and data sharing, task orders will require the implementation of web services standards such as the Intelligence Community Metadata Standards for Publications as well as providing key security and management capabilities necessary to ensure quality of service, uptime, and monitoring of security threats to bring about better control over and visibility of web and portal services.

The contractor shall perform application and portal support for data analytics, development, integration, and management. Services for data analytics include, but are not limited to, the development, integration with existing systems, maintenance, of descriptive, diagnostic, predictive and prescriptive analytics. Applications and services shall include the interpretation of historical data, using statistics and modeling to determine future performance, use of artificial intelligence and other emerging technologies to help USTRANSCOM make better decisions by factoring in knowledge of possible situations. The contractor shall develop and promote data analytics technology innovation that results in greater mission impact.

The contractor shall provide content management to support a collaborative culture and enterprise as part of its web presence. Services focus on end-user support to include tailoring front-end interfaces for mission and business applications as well as web portal presentation and content customization (i.e., portlets, digital authoring, and web publishing, tasking systems). Services should enable customer use of supported mission and business applications and their business processes in all IT environments. Content management services shall ensure systems integrate effectively with existing enterprise systems and data stores with the goal of maintaining a well-connected, secured, and controlled enterprise of systems.

The contractor shall provide Knowledge Management support services to support the institutional knowledge of people, processes, and systems to the right customer at the right time by integrating existing systems and dashboards, ensuring a centralized and managed view.

The contractor shall provide and/or support the development and test environment. The development and test environment provides the capabilities necessary to functionally verify, perform regression testing, and confirm the interoperability of mission and business applications, tools, and web and portal services prior to promoting into the operational baseline. The preceding applies to all networks. Work in this area supports standard development and test environments, tools, and processes to facilitate maintenance releases, interoperability, and speed of application delivery for the full lifecycle of delivered applications.

The contractor shall provide or support Lifecycle Software License Management and Control. Life-Cycle Software License Management and Control capabilities define, track, and control licenses procured under the contract and those licenses provided by the Government for the full period of performance of the contract. This capability should be online/remotely accessible through standard features (e.g., browser) to provide the Government situational awareness and ensure compliance with applicable license terms and conditions. The contractor shall integrate with existing software lifecycle license management systems and dashboards to support a centralized view and eliminates hierarchical and organizational information flow constraints, also known as stove-piping.

Due to the specific missions of various sites, the need for specialized outside technical services sometimes accompanies or supplements the primary requirements supported by the individual task orders. When necessary, the contractor shall obtain specialized computer-related technical services. These services are of a nature that could not reasonably be expected to be provided by the contractor on a full or part-time basis. Examples of such services are those from hardware or software manufacturers or other subject matter experts in unique or specialized areas or technologies (e.g., access to Microsoft, Sun, Dell, etc., for higher levels of support may be required).

8. DELIVERABLES SCHEDULE

Deliverables will be identified at the task order level. The contractor shall provide all deliverables electronically in Microsoft Office (Word, Excel, PowerPoint, Project, Visio, etc.), Portable Document Format (pdf), other formats as required and stored in a Government designated location.

9. SERVICE DELIVERY SUMMARY

The Services Delivery Summary (SDS) represents the most important task order objectives that, when met, shall ensure task order performance is satisfactory. The SDS will be identified at the task order level.

10. PERFORMANCE STANDARDS

The following standards shall be directed at the overall contract level. Each subsequent task order will contain specific performance standards based on the performance areas detailed above.

Routine inspection of deliverable products and services

Section 508 compliance for IT Accessibility: Unless specifically exempted, to include the exemptions located at FAR 39.204, all task orders, to include deliverables, issued under this contract shall comply with Section 508 of the Rehabilitation Act of 1973 and Amendments of 1998 as well as 36 CFR § 1194 to ensure IT accessibility to disabled persons. As applicable, the following specifications are incorporated into each task order issued through the contract:

§ 1194.21 - Software Applications and Operating Systems § 1194.22 - Web Based Intranet and Internet Information and Applications § 1194.23 - Telecommunications Products § 1194.24 - Video and Multimedia Products § 1194.25 - Self-Contained, Closed Products § 1194.26 - Desktop and Portable Computers § 1194.41 - Information, Documentation and Support

11. PLACE OF PERFORMANCE

The support and services shall be performed both on-site at Scott AFB, IL, during normal duty hours which are 7:00 a.m. to 6:00 p.m. Central Time (CT), Monday through Friday, excluding Federal Holidays, and at the contractor’s off-site facility. Performance at other locations may be necessary and include: USTRANSCOM Office, Washington D.C.; JECC, Norfolk, VA; other designated location; and the Pentagon. NOTE: Trips to the "other designated location" in performance of this PWS are considered local travel. Core support hours are 8:00 a.m. to 4:00 p.m. CT Monday through Friday. Contract support hours are subject to change due to increased requirements for operations outside the normal workday, and contractors may be required to provide support outside normal business hours based on operational requirements.