IT OpComm PWS 5.31.2024 FINAL DRAFT.docx

PERFORMANCE WORK STATEMENT (PWS)

1. Contracting Officer’s Representative (COR).

a. Primary COR. See DITCO Additional Text G1 - Points of Contact

b. Alternate COR. N/A

c. Property Administrator - See DITCO Additional Text G1 - Points of Contact

2. Contract or Task Order Title. Defense Information Systems Agency (DISA)-J6 Infrastructure Support Facility Services

3. Background. The Deputy Secretary of Defense (OSD) approved aligning Information Technology (IT) services in the Pentagon and the National Capital Region (NCR) to a “DISA Joint 6 - Pentagon,” hereafter referred to as the DISA-J6 (J6-312) under the operational control of the DISA. The DISA-J6 is dedicated to helping supported user organizations achieve mission success by providing secure, robust, reliable, and state-of-the-art enterprise IT solutions. The DISA-J6 service offerings are intended to meet both mission requirements and provide the most effective and efficient IT services available to its supported user base. The DISA-J6’s experienced team of service representatives, engineers, and customer relationship managers are dedicated to delivering outstanding service.

The DISA-J6 provides a full range of IT products, services, solutions, user support to the Office of Secretary of Defense (OSD), 4th Estate offices, to meet mission and business requirements. DISA-J6 also provides advice and assistance to tenant senior managers to ensure IT and information resources are managed in a manner that implements Department of Defense (DoD) policies, procedures, and established priorities.

DISA-J6 collects and synthesizes data and supplies analytical tools to assist in the creation of accurate forecasts. The DISA-J6 conducts major IT program reviews for users to assess mission critical impacts and changes in DoD strategic direction. The DISA-J6 collects, manages, stores, controls, and monitors its user data to ensure integrity and protection. The DISA-J6 also supports the transactional business of its user’s community through case management, analytics, business intelligence systems, and tools in support of the human resources, financial, facilities, adjudication, and contract management services. To support its mission, audits and assessments are conducted to assess compliance with existing laws and policies. As an enterprise operation, DISA-J6 has opportunities to improve the quality, timeliness, and cost of services. DISA-J6 is currently challenged by an increasing amount of complexity stemming from process gaps, contract ambiguity, rapid technology evolution, political management structure, and geography. This complexity is further compounded by the continually evolving enterprise environment. Changes related to user demands, department IT strategy, security threats, and technological capabilities or challenges are frequent and disruptive. It is within this context that the DISA-J6 must maintain an agile support organization for over 42,590 users (including 28 Presidential Appointees needing Senate confirmation, hundreds of Senior Executive Service leaders, and Flag and General Officers) with unique requirements across four primary networks, supporting approximately 75,000 assets, 97 locations, and 98 mission-specific applications.

4. Objectives:

The objective is to obtain an integrated, structured approach to operating, managing, and maintaining DISA-J6 Infrastructure Support Services across all managed platforms using on-site contractor support services within DISA/J6 Infrastructure Support Branch. Additionally, the contractor shall provide support to DISA/J6 Security in the implementation of physical controls and best practices within DISA/J6 IT facilities. The contractor shall describe the methodology used to accomplish and manage tasks. This action will include but not limited to the updating and posting of access control rosters as deemed appropriate by J6 Security. The contractor shall demonstrate how they will streamline tasks for efficiencies, add value, and improve response delivery to the customers, mission partners and support agencies that reside within DISA-J6 Infrastructure Facility Rooms (IFRs).

The primary objectives of the Infrastructure Support Services are as follows:

· High levels of service availability: The demand for high availability is due to the mission- critical nature of the services provided to the DoD Community.

· Security: The environment must be secure and meet all regulatory security requirements per appropriate DISA-J6 and DoD regulations, policies, guidelines, and best practices.

· Flexibility: The service must demonstrate agility to provide rapid responses to changes within the existing infrastructure and adjust services according to need.

· Standardization: Service delivery strategies must support existing services on standardized platforms for DISA-J6 infrastructure.

5. Scope.

The contractor shall provide all personnel, configuration management, infrastructure supervision, and non-personal services necessary to support operating, managing, securing, and maintaining the infrastructure within the NCR. Support services include engineering support, operations monitoring, applying security and configuration control of hardware assets that are installed or decommissioned within the following DISA-J6 Facilities, Communication Equipment Rooms, Consolidated Server Rooms (CSRs), Telecommunication Closets, Consolidated Radio Rooms, Technical Control Facilities (TCF), Mark Center, and Swing Space buildings, herein referred to as IFRs.

The contractor shall provide on-site facilities infrastructure support services and other non- personal technical support services, such as assisting in strategic planning/site surveys of future facility infrastructure upgrades and enhancements based on operational and mission partner trends.

This PWS includes all activities necessary to operate and sustain DISA-J6's IFRs. This work will be performed across all security classifications (Unclassified, Classified, Top Secret, and Top Secret/Sensitive Compartmented Information), therefore JWICS, and SIPR access is required in support of these activities.

The following functions are within scope:

1. Program Management.

· Higher level tasks, stand ups, regular briefings, to include in progress reviews.

2. Deployment, Configuration, Change Control.

· Provide asset management status updates, configuration control, and change management for IFR, Moves, Adds, and Changes (MACs) and decommissions.

· Build, install, provide test and acceptance services to include any life-cycle upgrades/technology that impact J6 IFR

3. IFR Management.

· Key focal point for DISA-J6 customers and support agencies, systems administrators, telecom companies, and contractors requiring on premises footprint, power, and telecom services.

· Assist DISA/J6 Physical Security with security controls within DISA/J6 IFRs

· Providing 24x7 support and environmental monitoring

· Provide problem determination/troubleshoot/resolve facilities related issues.

· Provide and maintain equipment inventory, Standard Operating Procedures (SOPs), and other related documentation.

· Provides outage and maintenance information in a timely manner to alert DISA-J6 leadership and DISA-J6 Change Management and Battle Captain of possible service interruptions.

· Manage power, cooling, and floor space capabilities.

· Performs quality assurance inspections during and after Authorized Service Interruption (ASI) and/or installation and upgrade completion.

· Manage asset decommissions to ensure removal of equipment from DISA/J6 IFRs

4. Operational Engineering.

· Support the definition of requirements for upgrades and lifecycle replacements (Continual Service Improvement)

· Support DISA-J6, Chief Technical Officer, engineering solutions development recommendations for new technology insertion, solutions, and significant design/technology upgrades to the operating baseline

· Process identification and development to improve and/or further automate management Ensure the DISA/J6 infrastructure conforms to enterprise architecture and engineering.

· guidance and standards

· Troubleshooting Tier III support, problem management and root cause analysis as it pertains to footprint and power requirements.

5. Project Engineering

· Project management and execution for deployment efforts in accordance with (IAW) enterprise engineering standards

· Support customer migrations

6. Performance Requirements.

6.1 General Performance Requirements.

The contractor shall provide support for overall operations, maintenance, change and configuration management, and deployment of DISA-J6’s IFR support services. The contractor shall provide all labor, supervision, and services necessary to execute IAW this PWS. The contractor shall work closely with third party contractors/technicians that are supporting the existing hardware and software maintenance contract(s).

The contractor shall:

6.1.1 Provide management and execution of daily operations.

6.1.2 Configure, allocate, and manage DISA-J6’s IFR support services infrastructure based on customer requirements and industry best practices

6.1.3 Leverage hardware/software products to improve efficiencies.

6.1.4 Advise DISA-J6 staff members and senior management on best practices for improvements and enhancements.

6.1.5 Manage the existing systems aligned at the DISA-J6/J6312 platform level (which are currently S2, Milestone Camera Surveillance, and Planet Infrastructure Relationship Management (Planet IRM) by assuring that all life cycle phases, associated activities and control points are implemented.

6.1.6 Provide support and recommendations on technical planning for future services and initiatives.

6.2 Program Management.

Contractor will require access to Top Secret/SCI clearance levels. Personnel supporting this task may require NIPRNet, SIPRNet, JWICS, and SCI classified computer systems access

6.2.1 Task Order (TO) Management:

The contractor shall manage and perform all the activities related to this TO up to the point of completing the transition-out. The contractor shall provide and manage resources to execute tasks and produce deliverables as defined in this PWS. The contractor shall be responsible for providing, managing, and overseeing its personnel as well as any subcontractor efforts used in performance of this PWS. The contractor shall be responsible for providing the Government accurate and timely status regarding tasks and performance on this PWS. Specifically, the contractor shall be responsible for deliverables supporting the TO Management task as specified below:

a. Morning Report: The morning report is a written report that utilizes DISA-J6 trouble ticket data to depict all authorized and unauthorized facilities issues and the respective status within the last 24 hours. This report shall be available and emailed to DISA-J6/J6312 customer base by 0700 hours on each business day of the week Monday - Friday. The contractor shall review existing trouble ticket reports and integrate this morning report within that framework.

b. Operational Stand-Up Briefing: An operational Stand-Up Briefing is a presentation that shall be conducted weekly for DISA-J6 Government Staff. Reporting consists of system outages, planned meetings scheduled with mission partners, internal DISA-J6 customer community, observed violation that exist within DISA-J6 IFRs

c. Monthly Projects Status Report: The monthly status report is a verbal and written presentation provided by the contractor that uses metrics to describe the state of projects monthly. This report is due on or before the 10th business day of each month.

d. Monthly Program Administrative/Financial Status Report: The contractor shall provide a Program Administrative/Financial Status Report, to be delivered to the COR coordinated with the contractor’s invoicing cycle and identifying labor/cost data for the referenced invoicing period. This report shall include, but not be limited to: Contract Number, TO Number, financial summaries for each established Contract Line-Item Number (CLIN) identifying yearly contract ceiling per CLIN, amount currently funded on the CLIN, current invoicing period incurred costs against the CLIN, cumulative costs incurred to date against the CLIN, remaining balance of current CLIN funding, and narrative identifying upcoming potential funding shortfalls per CLIN. This report is given in the form of a written presentation by the contractor to the Government on or before the 5th business day of each month.

e. Monthly In-Progress Review (IPR): The monthly IPR shall be a verbal and written presentation to provide an overall status of the service being provided by the contractor to the Government to inform them of any issuers requiring resolution. The IPR includes metrics across all task areas, reflects upon major accomplishments, and directs attention to upcoming tasks. Other information required would include cost update, a breakout of the work schedule of the contractor’s staff, achievements, monthly metrics summary, and any updated program information. This report shall be given in the form of a verbal presentation and followed up by a written report by the contractor to the Government on or before the 10th business day of each month on a monthly basis. The written portion of the IPR presentation is due 24 hours in advance of the IPR verbal presentation.

f. The contractor shall develop and maintain an effective quality control program and plan to ensure services are performed IAW this PWS and address the areas identified in Section 7, Performance Requirements Summary. The program and plan will also include procedures to identify, prevent, and ensure non-recurrence of defective services. After Government acceptance of the Quality Control Plan (QCP), the contractor must obtain prior approval from the Contracting Officer to incorporate changes. The QCP is to be delivered no later than thirty (30) calendar days after award. The Government will evaluate the contractor’s performance under this contract IAW the Quality Assurance Surveillance Plan.

g. The contractor shall plan and conduct a yearly comparison of contractor performance against industry best practice as determined by benchmarking. The selection of functions and the benchmark best practices parameter(s) as well as the validation of benchmark test results shall be a joint activity with the Government. The contractor shall follow current IT Infrastructure Library (ITIL™) approved standards as well as support any evolution toward higher versions of ITIL in performing the tasks in this PWS. The contractor shall report the comparison results to the Government and make continuous efforts to improve business and operational processes within DISA-J6 as it pertains to the tasks defined in this PWS. The QCP assessment shall be delivered to the COR annually, three months prior to the end of the PoP, and three months prior to the end of any option period.

6.2.2 Kick-off Meeting:

The contractor shall hold a Kick-off Meeting no later than 14 calendar days after award. All contractor key personnel are required to attend the meeting. The Government reserves the right to receive the Kick-off Meeting via Video Teleconference.

Deliverables:

PWS

Task#

Deliver ed Briefing conducted by Contractor for DISA-J6 DC Government Staff Daily, Monday- Friday

Calendar Days after contract award

five business days prior to the event.

Final version NLT 24 hours prior to the event.

calendar days after contract award

*Standard Distribution: 1 copy of the transmittal letter without the deliverable to the Contracting Officer; 1 copy of the transmittal letter with the deliverable to the Primary COR.

6.3 Operation and Maintenance.

Contractor will require access to Top Secret/SCI clearance levels. Personnel supporting this task may require NIPRNet, SIPRNet, JWICS, and SCI classified computer systems access.

6.3.1 24 x7 Operation Monitoring:

The contractor shall provide a desk support to receive, log trouble and receive service calls from higher level help desks (primarily DISA-J6 Service Desk), between the hours of 0600 a.m. – 1800 p.m., seven days per week (12x7x365). The contractor shall use the established DISA-J6 trouble ticket system to track and resolve reported changes/incidents, IFR access requests, escort request, violations reported within DISA-J6 IFRS, and unauthorized outages. The contractor shall close tickets within a two (2) hour period when IFR violation is corrected or if applicable once service restoral was validated by either customer, DISA-J6 Battle Captain or monitoring staff. This requirement is dependent largely on Uninterruptible Power Supply (UPS) events and IFR Operations and Maintenance (O&M).

24 x 7 = Required at the Pentagon 0600 – 1800 = Required at the Mark Center The number of contractor personnel to support 24 X 7 onsite at the Pentagon currently (8)

· Coordinate with DISA-J6 312 Infrastructure Branch for IFR swipe access and process procedures.

· Receive, open, track and update DISA-J6/J6312 - Service Now tickets for IFR escort requests from tenants and J6 community.

· Provide the Government with daily metrics that at a minimum information on the number of violations that exist within DISA J6 IFRs.

· Escalate IFR access issues to the Government.

· Maintain and update the IFR Rules of Engagement (ROE) SOP

· Brief IFR Rules of Engagement to all personnel that require unescorted access to DISA J6 IFR/S2 system and capture a record of the documentation within Service Now

The contractor shall work with the DISA-J6 incident/change management process owner and Tier-1 staff to continually recommend improvements to the DISA-J6 incident management process and assist in standardizing tasks for resolution in Tier 1. The contractor shall utilize standardized processes to aid in the resolution of service and incident calls. Where a standard process does not exist, the contractor shall submit a recommended standard process to the Government for review and approval. The process shall document the handoff and interface points between DISA-J6 organizations, and Tier-3 engineering and contractor support. Reports shall be generated on a weekly basis to show the number of open tickets, the response and resolution times of tickets, analysis of the tickets (e.g., nature of the trouble calls, information about callers, and any re- opened tickets), and any tickets open for longer than what is specified in Service Level Agreements (SLAs).

Historically, the number of incidents range was from 28 to 60. However, this is dependent largely on UPS events and CSR O&M. Please note that these calculations do not include work orders (Service Now CHG request), as they are recorded separately.

Dependent on changing requirements and available funding each year, the Government may also require the contractor to scale down in a particular area of the contract. If this happens the Government will provide the contractor written notice 30 business days in advance.

6.3.2 Troubleshooting

The contractor shall be responsible for troubleshooting IFR support services. These problems shall be resolved as soon as they are detected by the established monitoring systems, or as soon as the contractor is notified via trouble calls. The monitoring system shall have a capability to categorize and prioritize the events/problems. Problems shall be tracked, via the established trouble ticket system until resolved. The contractor shall recommend DISA-J6 -internal and external escalation procedures to coordinate maintenance and repair actions with the user organization help desks, and other designated points of contact.

6.3.3 Support Continuity of Operations (COOP) and Disaster Recovery

The contractor shall develop COOP contingency plans, support the development of system specific IT Contingency Plans, processes, and procedures including an emergency response team, back-up operations plans and post-disaster recovery plans to ensure continuity and security of operations for all services provided under this contract in coordination with the DISA-J6 COOP Program. The plan shall be reviewed and updated annually, and 6 months after the PoP starts. The contractor shall be responsible for maintaining 100% personnel accountability of their staff throughout the duration of any emergency. The contractor shall also provide the accountability status of their personnel during any emergency. In order to maintain a COOP during unforeseen circumstances, DISA-J6 must maintain a disaster recovery solution with high availability and survivability for all enterprise systems. This is achieved by geographically clustering resources between the Pentagon and alternate locations. If such an event were to occur, resources can be brought online at the alternate site and can be accessed remotely from designated emergency relocation sites. The contractor shall support this requirement using personnel identified as “critical IT personnel” to access enter/exit secure areas during COOP events to ensure system capabilities are maintained for DISA-J6. Critical IT personnel will be identified by the contractor.

Contractor duties associated with this requirement may require these individuals to work outside normal core hours. All COOP plans, processes, documentation, and activities shall comply with applicable DoD and Government regulations applicable to DISA-J6.

Support of Response Actions (RA) Remediation and Countermeasures

In the case of a hazardous attack or major events, to include environmental incidents within DISA-J6 IFRs the contractor shall provide immediate (24x7) support not to exceed fourteen (14) calendar days for RA to include protecting and restoring the health of network security operations.

The contractor shall support and implement remediation and countermeasure activities through documented RA to include defensive countermeasure recommendations, courses of action, for immediate response to isolate and eliminate security threats. The contractor shall summarize and report RA activities in RA Reports to include technical incident analysis and mitigation findings for significant activities involving advanced persistent threats, system level compromise, and incidents deemed of high interest. The contractor shall develop an after-action review plan and report for post-incident activities to include incident analysis, lessons learned, and recommendations for process improvements ten (10) business days after an incident or major event.

The contractor shall develop a RA after action review plan and report for post-incident activities to include incident analysis, lessons learned, and recommendations for process improvements.

The lessons learned are to be maintained in a Knowledge Management system and shall be provided to the government for approval within ten (10) business days after the close of a significant incident.

The contractor shall develop SOPs, to be included within the Concept of Operations (CONOPS), to implement and execute threat response actions to protect Pentagon computer systems in the event of an extraordinary event.

6.3.4 Trend and Growth Analysis:

The contractor shall establish and execute a plan to analyze capacity. The plan shall outline how existing data is to be used to create a performance and capacity trending analysis report, as well as a growth plan. The plan and the results shall be reported to the Government for submission to DISA-J6 Enterprise Engineering in order to develop system upgrade and modernization plans. The capacity trending report and growth plan shall be due every six months, beginning six months after TO award. In addition, the contractor shall provide support for data collection and assist DISA-J6 provide data calls to the Data Center Optimization Initiative.

6.3.5 IFR Support: (Mission Essential Contractor Services)

The contractor shall provide contractor personnel support for all activities necessary to operate and maintain DISA-J6 IFRs as defined in Section 2.1. Work will be performed in IFRs throughout the NCR to include, but not limited to, Pentagon, Mark Center, Taylor Building, Polk Building, Crystal City Building, Suffolk Building, Fort Belvoir, 1500 Wilson and Ft McNair. These IFRs include all security classifications (Unclassified, Classified, Top Secret (TS), and TS/Sensitive Compartmented Information (TS/SCI), therefore; JWICS, and SIPR access is required in support of these activities.

The contractor shall provide the following:

· Manage power, cooling, and floor space capabilities

· Provide environmental monitoring services with 24x7 support (partially for the CSRs and “walk-through” services for those facilities that do not have that capability)

· Provide services for physical access to DISA-J6 IFRs which include the TC), CSRs, and all IT Infrastructures.

· The contractor shall provide the appropriate number of Security Escort for each request. The contractor shall coordinate the appropriate number of escorts to meet the anticipated needs for all escort requests. The average number of escort request shall be 275 hours per month/ the maximum number of escort hours per month shall not exceed 575 hrs.

· The escorts shall be flexible to accommodate emergency requirements. The escort shall notify the Government of any emergency support no more than one (1) hour after the support has been requested. Notification to the Government shall be provided in the form of email one hour after escort request and included in the daily report.

· Ensure that appropriate number of personnel are properly trained and prepared to serve in an escort capability for all IFRs. The contractor shall follow all on-site security standards and regulations while escorting visitors to the facility. Escort requests shall range from DISA-J6 government employees, contractors, subject matter experts’ system administrators, project managers, engineers, including internal/external mission partners

· Provide accurate and up to date equipment inventory of all IFRs

· Manage power, cooling, and floor space capabilities;

· Work with the Pentagon Building Management Office (PBMO) to minimize any downtime due to facility related maintenances;

· Performs Quality Assurance Inspections during and after DISA-J6/J6312 Facility ASI and/or installation and upgrade completion;

· Troubleshoot, repair, and replace rack mounted Uninterruptible Power Supply (UPS) units and batteries in Pentagon and other areas of IFR under DISA-J6’s responsibility; Lifecycle replacement, and upgrade of rack mounted UPS units;

· Lifecycle replacement, and upgrade of electrical Power Distribution Unit (PDU), power Whips, breakers, terminators, and cables;

· Oversight, testing and maintenance of all DISA-J6 Operations Voltage power units within the Pentagon;

· Electrical surveys within all controlled facilities;

· Participating on the Pentagon Building Council, Mission Critical Utilities Working Group, weekly PBMO O&M Outage Meetings

· Continuously monitor temperature and humidity levels, either electronically or with recording charts, and review once each shift to detect any unusual trends;

· Ensure that all monitoring equipment and sensors are properly maintained and operating within defined parameters. In the event of an issue, the contractor shall maintain a process that defines who to call, how to escalate, and which alternate numbers to use;

· Document all incidents through the Trouble Ticketing System as with any other incident and provide a MAC report;

· Monitor electrical power quality and availability, monitor power parameters including the continuous power supply by voltage, current, phasing, and appropriate conditioning of the power;

· Install antistatic devices to minimize this condition consistent with industry standards and procedures. Also, ensure proper grounding to eliminate outages and potential human injury;

· Monitor of UPS including battery status monitoring;

· Ensure that automatic alarms are operating properly to detect water or smoke hazards within a facility;

· Ensure that facility monitoring systems and alarms are visible and audible enough to be seen and heard from any area in the computer room or facility; even when noisy equipment such as printers are running at their loudest;

· Ensure that all personnel are properly trained and prepared for emergency situations. Emergency preparedness for earthquakes and other natural or man-made disasters shall be a basic part of general safety training for all personnel working inside the IFR.

· Training and preparedness will include thorough knowledge of proper procedures for emergency powering off/down, evacuation procedures, site/facility specific emergency measures, emergency telephone numbers, and first responder emergency escort and access procedures;

· Evaluate and make recommendations on upgrading/expanding/improving the existing environmental monitoring systems and devices;

· The contractor shall propose a CLIN for equipment, hardware, and software that incidental to support the operation and maintenance of the data center infrastructure services, such as:

Annual renewal of manufacturer/vendor hardware and software licenses and maintenance support CSR, TC and TCF related equipment and parts. The contractor shall procure, manage, and provide the necessary hardware and software maintenance support for the existing systems and new implementation; for both Unclassified and Classified systems; Cat5/6 and Fiber Optic cables; Surveillance camera replacement parts; Proxy card reader for rack authentication and assess; Labels makers and labels.

6.3.6 Support Direct Current (DC) Power Plant & Rack Mounted UPS

The contractor shall manage and support the DC power plant (supporting transport electronics) located inside the Pentagon. This includes all inspection, testing, and preventive and corrective maintenance activities associated with the DC power plant. This further includes “real-time” monitoring of the rack-mounted UPS. The contractor shall:

· Document requirements for capacity of the DC power plant;

· Document and maintain the configuration of the DC power plant in the Configuration Management Database (CMDB), provide asset Management, configuration control, and change management for DC assets in all IFR including physical and logical baselines;

· Troubleshoot, repair, and replace rack mounted UPS units in the Pentagon and other areas of DISA-J6 DC Support Services’ responsibility;

· Manage, test, and maintain all DC Voltage Power Units within the Pentagon under DISA-J6 responsibility;

· Perform lifecycle replacement of rack mounted UPS units.

· A written report will be given to provide status and is done in the form of a written presentation by the contractor to the Government on or before the 5th business day of every month.

Re-occurring surveys of all DISA-J6 IFRs to determine and identify American Power Conversion and Uninterruptible Power Supply APC/UPS deficiencies within the NCR to include but not limited to the Pentagon, leased IFR facilities in Crystal City and Ft Belvoir, Joint Base Andrews, and Bolling VIP Quarters. Work shall be on a constant re-occurring basis going forward due to the nature of network Life Cycle replacements.

Contractor shall be responsible for coordinating with various functional areas within JP31 and JP5 to include but not limited to DISA-J6/J6312 and JP313 personnel to identify deficiencies in the APC/UPS infrastructure and manage the deficiency corrections. Contractor shall identify, document, install, and take corrective actions to bring the DISA-J6 APC/UPS infrastructure into compliance and full operational standard.

Contractor shall ensure all new APC/UPS units have a Network Interface Controller/Card (NIC Card) installed and properly configured to meet DISA-J6 minimum network requirements, this shall include collaborative efforts with the appropriate network team within DISA-J6.

Contractor shall test and validate the NIC card is properly configured and functional.

Contractor shall utilize various methods to ensure the functionality of NIC cards in the DISA-J6 infrastructure for APC/UPS to include establishing a Quality Assurance/Quality Control program.

Contractor shall coordinate numerous Authorized Service Interruptions to bring the APC/UPS infrastructure in alignment with DISA-J6 network APC/UPS Best practices. This shall include coordination of the event, performing the necessary patching, APC installation, disposal, delivery coordination, and navigating Government approval boards

Contractor shall document all network changes to the APC/UPS infrastructure via the Configuration Management Database (CMDB) data base and maintain a repository of APC/UPS deployed to include network configuration for each NIC deployed

UPS units shall be properly mounted into the rack cabinet with appropriate fasteners. At no point shall equipment be secured to the rack with substandard hardware such as zip ties.

All UPS units shall be attached to power installed within the rack row.

Contractor shall be neat and tidy with their backbone upgrade projects and shall take great care to cleanup work areas after each workday

6.3.7 IFR Power Distribution Support:

The contactor shall provide access for technical input, surveys, project coordination, and operational oversight for all power upgrades for the consolidated server rooms and telecom closet's power distribution systems to include installation of power whips, receptacles, breakers, power panels, transfer switches, transformers, and PDUs to the government agencies and contractors responsible for power upgrades. The contractor shall submit requests for installation of wiring and hardware necessary to meet the power requirements to designated receptacles for all DISA-J6 equipment. The contractor shall be responsible for internal rack mounted power distribution.

6.3.8 Rack Access Authentication and Camera Surveillance Support:

The contractor shall maintain the current DISA-J6 solution and maintain any future upgrades for DISA-J6 rack access authentication and camera surveillance system for the Unclassified and Classified networks within the Pentagon and Mark Center. Currently, some IFRs within the NCR are configured with Power-over-Ethernet (PoE) surveillance cameras with Milestone XProtect software. These systems are being used to record video based on motion detection. In addition, S2 Netbox and Netbox Plus proxy card authentication systems are used to allow access to the DISA-J6-DC computer/equipment racks. S2 are standalone systems touching all three network classifications. The contractor shall procure all materials, plan, design, and implementation of the computer rack authentication and camera surveillance systems. The contractor shall provide day-to-day administration support, to include cyber compliance patch upgrades, backup repository and operating system upgrades The contractor shall:

The S2 nodes (controller) reside in two locations, which currently support an aggregate number of 228.

Currently there are 832 card readers.

Currently there are 27 cameras strategically located throughout the National Capitol Region with an additional 15 projected

There are currently 300 card holders in the current system.

The S2 records all access logs as well as nodes status including door access through alternative means for example if the rack door was open with a key. The Milestone server records are based on an activity threshold and is monitored by a 24/7 work center.

Provide day-to-day administration of the hardware, software, application environment patching, troubleshooting hardware/software/application issues, patching, support hardware and software upgrade/tech refresh project, etc.

Provide an implementation plan and test plan.

Perform hardware, software, and application (systems) health-checks; Provision rack access requests create, edit, revoke proxy cards.

Manage camera views to provide custom views for users and administrators to monitor live camera feeds within the strategic IFRs/CSRs and also add situational awareness to improve response times in emergency situations;

Retrieve and archive camera surveillance events upon request by J6 leadership and DISA-J6 security manager(s);

Monitor systems activities. Some examples are access granted or denied to a rack, alarms about rack doors being forced open or being held open longer than the shunt time, surveillance camera recording status, disk space used and availability, etc.;

Work with DISA-J6 Security Managers to ensure compliance to DISA-J6 security policies and guidance; Develop documentation – inventory, best practices, user training materials, SOPs, etc.; Conduct user training on an as-needed basis;

Inventory and track hardware and software licenses.

6.3.9 Hardware/Software Vendor Maintenance Support for Rack Access and Camera Surveillance Systems:

The contractor shall procure annual renewal of manufacturer/vendor hardware and software licenses and maintenance support for the rack authentication and camera surveillance system within the Pentagon and Mark Center. The contractor shall procure, manage, and provide the necessary software maintenance support for the existing systems and new implementation. The contractor shall provide the hardware and software maintenance support for Unclassified, Classified, and TS SCI systems.

· Hardware and software support –agreement for the system in place (currently the S2 System, which could undergo lifecycle refresh during the PoP), currently up to 256 portal systems, but is not expected to exceed 580 in the future.

· Hardware and software support agreement for PoE surveillance cameras and Milestone XProtect On-site response time of four (4) hours for onsite S2 and Milestone Systems

· Provide a detailed inventory of installed surveillance cameras to include both physical and logical locations.

· A four-hour response time is required for support explicit for onsite S2 and Milestone Systems

· A two-hour response time is required for 24 x 7 reporting and incident relating to facilities within the National Capital Region

· The contractor shall maintain 3000+ across 1500 IFR within the NCR. Part replacement response time of no later than 48 hours

· On-site spare parts

· 24x7 technical phone support

· Provide a report to reflect the status of enrolled subscribers and the method for conducting monthly audits for all classifications.

· Develop and conduct standardize training for subscribers that require access based on adjudicated security access and controls.

· Provide a report to reflect training was conducted and completed for subscribers prior to access privileges granted

6.3.10 Configuration and Change Management Support:

The contractor shall ensure that the baseline configuration of all equipment, (including hardware and documentation) are documented and configured according to DoD and DISA-J6 Engineering and security standards; and that those assets are accurately represented and reported in the DISA-J6 CMDB. The contractor shall be responsible for configuration management within the Pentagon, Mark Center, and applicable DISA-J6 locations throughout the NCR. For the locations where a DISA-J6 standard configuration does not exist for a device, the contractor shall submit a recommended baseline standard to DISA-J6 Enterprise Engineering for review and approval. The contractor shall use the CMDB to label, track, and document all required information on assets hardware.

Documentation shall include basic hardware information (e.g., customer information; locations; serial numbers; device make, model, and type; configurations; interfaces; deployment date; and any known upgrades required to keep the system current and in operation. If provided by the tenants, the contractor shall also record warranty/maintenance information, diagrams, and estimated lifecycle. The contractor shall utilize the CMDB to track tenant hardware, capture space, and power requirements, and record associated change requests. Configuration and change management support services shall be provided for all IFRs (see section 2.2. for IFR description).

The contractor shall utilize a DISA-J6 standard template for documenting Infrastructure Support Services system change requests IAW DISA-J6 standards and prepare, submit, and track the approval of change requests by the configuration and change management processes. The contractor shall execute and work with the supporting contractor to support Infrastructure Support Services change management work orders, and MACs. The contractor shall follow established DISA-J6 standards in preparing and executing a MAC or suggest improvements or changes for approval by the Government. The contractor shall track MAC requests and make the MAC status accessible by customers to enable them to check on progress. The MACS request shall be completed within five (5) business days. The scope of MAC requests shall include, but not be limited to tasks such as:

· Modify, add, delete (decommission) equipment-related configuration.

· Deployment/Modify/Update assets.

The contractor shall ensure appropriate change control and asset accountability and maintain an up-to-date tracking system. The contractor shall work with the Government to assess customer requests that are beyond the scope outlined above MACs, which may be treated as new engineering requests. The contractor shall prepare a written summary of MACs (including Deployments/Decommissioning) performed on or before the 5th of every month. The contractor shall track completion of all footprint and power installations and ensure all assets are removed from J6 racks and J6 IFRs.

6.3.11 Administration Support of Planet IRM Infrastructure Asset Management:

Contractor will require access to Secret clearance level. Personnel supporting this task may require NIPRNet and SIPRNet access.

The contractor shall maintain and make available a central repository that runs on the PlanetIRM. This central repository shall include information relating to Infrastructure Support Services for the Pentagon, Mark Center, Metropolitan Area Network (MAN)/Wide Area Network (WAN), and other locations under DISA-J6 operations within the NCR. The NCR includes but not limited to the Government facilities that are approximately 100 miles from the Pentagon such as Crystal City office, Suffolk Building, Fort Belvoir, Fort Myer, Fort Derrick, and 1500 Wilson, Arlington, VA sites. The current locations for Planet license include Pentagon, Mark Center, Taylor, and Polk Buildings. Support also includes inside and outside cable plant, connecting hardware, connectivity, network and data center equipment, premises, campus, and wide area network circuits, physical and logical infrastructure analysis, rack configuration management, IT and power cabling, and other functions related to the PlanetIRM infrastructure. The contractor shall provide support services relating to the PlanetIRM data repository to include:

O&M of PlanetIRM application and data repository.

Support vendor implementation of other DISA-J6 PlanetIRM repository instances (including classified instances. Provide asset inventory baseline for DISA-J6 IFRs

Provide update to the asset baseline inventory; to include new IFRs that have been transitioned and accepted by to DISA-J6 Data Center; for example, Wedge 4, Wedge 5, and the Mark Center.

Work with Planet association’s technical support call center to troubleshoot and resolve issues, apply patches and updates to PlanetIRM application in support of Infrastructure Support Services initiatives.

Support change management, data discovery, collection, and data survey activities in support of Infrastructure Support Services initiatives.

Assist in the development, implementation, and revision of business processes in partnership with DISA-J6 stakeholders and customers.

Support vendor deployment of the next generation PlanetIRM application providing tactical and strategic infrastructure information utilizing Intelligent Infrastructure Portable Document Format (PDF) (iiPDF), Reports (iiReport) and Schematics (iiSchematic).

Support interface integration to other DISA-J6 systems containing or requiring infrastructure information (e.g., DISA-J6/J6312 - Service Now).

Infrastructure Data Sources Aggregation and Discovery Data Integration. Custom Reporting Operational and Capacity Management Reporting.

Provide project support, maintenance, and technical subject matter expertise.

6.3.12 Corrective and Preventive Maintenance:

The contractor shall perform both corrective and preventative maintenance activities for all corrective and preventive maintenances. The contractor shall ensure that in the event of an outage; the outage is detected, documented as an unauthorized outage, and corrected as quickly as possible within a maximum six-hour timeframe in order to ensure that service disruption is minimized. The contractor shall perform all necessary corrective maintenance actions to restore a failed system and service back to an operational status. These actions may include diagnosis of the problem, repair and/or replacement of faulty component(s), configuration changes, deployment of new or replacement equipment, and verification of the repair action. The contractor shall track unauthorized outages, notify DISA-J6 management, customer relationship management, and users of outages, and their potential resolution time, document repair actions, and close unauthorized outages by notifying impacted users and confirming verification of the resolution. The contractor shall also perform preventive maintenance. Preventive maintenance is defined as scheduled maintenance and includes activities such as installation of patches, scheduled cleaning, and equipment substitution/deployment. Preventive maintenance shall be performed based on results of proactive monitoring, or planned schedules. The contractor shall be responsible for requesting approval for all preventive maintenance that results in ASIs. The contractor shall schedule authorized outages when a minimum of impact will occur to users.

Approval cannot be guaranteed for any requested authorized outage that conflicts with operational requirements. The contractor shall maintain a schedule and summary of preventive maintenance, and their resultant Authorized Outages, and provide the schedule to the Government on a weekly basis. Preventive maintenance/authorized outages shall be scheduled at a minimum 14 calendar days before the scheduled event.

Deliverables:

PWS

Task#

Contingency Plan

in SharePoint repository Annual, six Months after PoP Start Date

incident

in SharePoint repository Update During the PoP