M67854-16-R-4806_Att_2_TO1_PWS_PDSS.docx

Marine Corps Systems Command Program Manager Information Systems & Infrastructure

Total Force Information Technology Systems (TFITS) Defense Readiness Reporting System – Marine Corps (DRRS-MC), Transition and Post Deployment Software Support (PDSS) Performance Work Statement

April 2016

Table of Contents

List of Tables

List of Figures

Defense Readiness Reporting System – Marine Corps Performance Work Statement iii Introduction Purpose and Scope The Total Force Information Technology Systems (TFITS) product office provides acquisition oversight for the portfolio of United States Marine Corps (USMC) systems. DRRS-MC falls under the Warfighting, Planning and Analysis Tier. The purpose of this Performance Work Statement (PWS) is to obtain Systems Integrator (SI) services for the Defense Readiness Reporting System – Marine Corps (DRRS-MC). The contractor shall provide Post Deployment Software Support (PDSS), system maintenance and performance upgrade services, and logistics support for the DRRS-MC as defined in this PWS.

The scope of this PWS covers the full range of PDSS, system maintenance and performance upgrade services. Services include program management; engineering and analysis; software development; configuration management; quality assurance; risk management; help desk; system and database administration; Information Assurance (IA); testing and evaluation; and logistics support.

Background The DRRS-MC is a Mission Assurance Category (MAC)-1 Classified system and a Secure Internet Protocol Router (SIPR) only program. The DRRS-MC is the authoritative system for readiness reporting that supports the Service’s U.S. Code Title 10 responsibilities to measure and report the readiness of USMC forces and the supporting infrastructure to meet Service and Department of Defense (DoD) requirements. The DRRS-MC provides capabilities-based, adaptive, near-real-time readiness information used in making Service readiness assessments, and to aid crisis planning, operational decisions, and resource management. DRRS-MC feeds the DRRS Enterprise (DRRS-E) via the DRRS- Strategic (DRRS-S) which is used to satisfy Joint Staff, Office of the Secretary of Defense (OSD), and Combatant Command (COCOM) readiness data requirements. The DRRS-MC reports readiness of forces from lowest capability entity to high-level aggregations culminating at the Marine Forces (MARFOR) level. The DRRS-MC configuration consists of a network of tools, applications, and data working in a net-centric environment. The DRRS-MC is a collection of authoritative databases that provide users access to current data. This data feeds a collection of applications that allow commanders to report resource levels, provide mission assessments, conduct sustainability and risk analyses, and carry out adaptive planning. The DRRS-MC is an existing evolutionary abbreviated acquisition program with initial operational capability delivered in 2010 and the deployed version 2.0 delivered in May 2012. The DRRS-MC Training Environment, Production and Pre-Production systems are hosted by the Marine Air Ground Task Force (MAGTF) Information Technology Support Center (MITSC) located in the Basement Consolidated Server Room in the Pentagon. A DRRS-MC Disaster Recovery/Continuity of Operations site exists to ensure high availability for the MAC -1 Classified system. Figure 1 is the DRRS-MC Operational View.

Figure 1: DRRS-MC Operational View The DRRS-MC system consists of a collection of cross platform Java applications, residing in Oracle WebLogic, IBM Cognos, or loosely integrated as Windows Services. Network-enabled Unit Status Report – Marine Corps (NetUSR-MC) and Marine Corps Readiness Analysis Tool (MCRATS) are separate applications that are integrated into a Single Sign-On (SSO) Enterprise Archive (EAR) file within Oracle WebLogic to allow for SSO of the users. Applications reside in WebLogic 11g and pull in the database connections using WebLogic’s Data Sources so that the connections are secure and passwords are not stored within the applications. MCRAT is built using Cognos 10.2. This application has a custom built user information handler to allow users single sign-on from the Splash application to MCRAT. Figure 2 is a Physical Representation of the System Production Architecture.

Figure 2: Physical Representation of the System Production Architecture Total Force Information Technology Systems (TFITS) Management Plans Table 6 identifies the TFITS management plans that provide overarching guidance for TFITS managed projects. These documents form the foundation for the baseline for TFITS common best business practices.

Reserved Reserved Contractor Performance The Contract shall be performed in accordance with this PWS and the Government’s Quality Assurance Surveillance Plan (QASP). Additionally the contractor shall perform in accordance with the processes and standards in the Contractor’s PDSS Plan, Software Development Plan (SDP), Project Management Plan (PMP), and Quality Assurance Program Plan (QAPP).

During the performance of the DRRS-MC activities, the Contractor may be required to work cooperatively with program office personnel, functional advocates, and contracted support.

Objectives The PDSS, and system maintenance and performance upgrades shall be performed, managed, and monitored to the Government’s price, schedule, and performance objectives through an integrated and defined set of project processes tailored from Capability Maturity Model Integration (CMMI) Level III equivalent or higher set of standard processes.

The DRRS-MC system shall be available on a 24-hour basis, seven days a week.

Accurate and complete system documentation (configuration baselines, technical documentation, information assurance documentation, user documentation, web-based training, and other system documents) updates and any required certifications/accreditations shall precede the deployment of any capabilities.

Transition To minimize any decrease in system operational availability and to prevent possible negative impacts on PDSS services, the Government will require a transition period where the incumbent and new Contractor shall transition knowledge and understanding of the DRRS-MC PDSS efforts and processes. The transition-in period will occur at the beginning of the first task order and the transition-out period will occur at end of the last performance period. The new Contractor shall accept turnover of all system documentation. During the transition period, the Contractor shall become familiar with all PDSS efforts and processes in order to commence full performance of services no later than 26 August 2016.

Objectives of the Transition The objectives of the Transition period are to ensure the Contractor is equipped with the knowledge and resources necessary to perform PDSS. This means the Contractor has a complete understanding of the system to be managed. The Contractor has instantiated the necessary system environments to facilitate the development and testing of required patches and changes. Finally, the Contractor is ready to perform the critical PDSS activities.

System Knowledge Transfer The Contractor shall have a complete and comprehensive understanding of the system.

At a minimum, the Contractor shall demonstrate an understanding of the following at the Transition Readiness Review:

Existing engineering and technical documentation The Contractor shall acquire the required level of system knowledge through the assimilation of information available in existing engineering and technical documentation.

The Contractor shall identify and mitigate any engineering and technical knowledge gaps.

Existing user documentation The Contractor shall acquire the required level of system functional expertise through the assimilation of information available in existing user documentation.

The Contractor shall identify and mitigate any user documentation knowledge gaps.

Contractor System Instantiation The Contractor shall have the capability to conduct defect management which includes the ability to replicate system failures, test software patches prior to production release, and test system development efforts. At a minimum, Contractor System Instantiation includes:

Production System Software A current copy of the production system software, including source code, will be provided as part of the transition process to support PDSS activities and instantiation of a production representative system in the Contractor’s environment.

Development and Contractor Test Hosting Environment The Contractor shall provide the development and Contractor test hosting environment for the production representative system instantiation to include hardware installation and configuration, software installation, and application configuration. The Contractor’s hosting environment shall be representative of the constraints and limitations of the production environment.

Test & Evaluation The Contractor shall have complete understanding (activities, notional timeline) of what is required to be tested and validated and will have a complete functioning replication of the production system as close to a SIPR system as possible.

Critical PDSS Activities The Contractor shall provide a detailed and executable plan to transfer on-going service support and service delivery activities from the incumbent Contractor.

At a minimum, this includes:

Database administration;

System administration;

Cybersecurity;

System interfaces;

Help desk; and Web-based training (WBT) modules, training, and training materials Transition-In Period Transition Activity with the Government and Contractor Incumbent The Contractor shall, at the start of the period of performance, engage in the following activities:

Obtain administrative access, from the current Contractor, to the system as well as system interfaces.

Obtain points of contact (POCs), from the current Contractor, to include telephone numbers and email addresses for the system, Functional advocates, programmatic and technical POCs for interfacing systems, and POCs for current hardware and software maintenance agreements.

Schedule and attend no less than three and no more than five days of observing the current Contractor during the conduct of system maintenance and administration during regular business hours. Days can be, but are not required to be consecutive. One day is equivalent to a minimum of eight hours, not including lunch.

Schedule and attend no less than three and no more than five days of conducting system maintenance and administration while the current Contractor observes during regular business hours. Days can be, but are not required to be consecutive. One day is equivalent to a minimum of eight hours, not including lunch.

Schedule, plan, provide agenda and minutes, and participate in no less than one day-long and no more than three day-long working group sessions and meetings to facilitate knowledge transfer on system functionality. Days can be, but are not required to be, consecutive. One day is equivalent to a minimum of eight hours, not including lunch.

Conduct a Transition Readiness Review to formally establish the Contractor’s readiness to fully transition the subject system.

Reserved

PDSS

The Contractor shall provide a PDSS Plan that describes the Contractor’s approach towards providing PDSS support. At a minimum, the Plan shall address the support approach to accomplishing the tasks outlined in Section 3 of the PWS.

The Contractor shall provide a PDSS Support Schedule that shows the anticipated activities the Contractor plans to perform in executing PDSS.

Service Support Development and Contractor Test Hosting Environment The Contractor shall provide and maintain a development and Contractor test hosting environment that functionally reflects the production environment.

3.1.1.2 The Contractor provided environment shall include all hardware and software necessary for the development and integration testing necessary to support DRRS-MC. The Government will provide as Government Furnished Property (GFP) the HP Fortify Tool, or Government provided alternative, for system code reviews. The Government Acceptance Testing (GAT) will be conducted on a replica of the DRRS-MC pre-production system hosted on the classified MITSC network located within the Pentagon.

Help Desk The government-furnished tool is BMC Remedy. The Contractor shall use BMC Remedy to provide help desk support.

The help desk is the single user point of focus for support and the reporting of incidents. The help desk processes include tracking and escalation procedures. In addition, the help desk is responsible for disseminating information regarding planned outages and implementation of changes impacting production services.

The Contractor’s help desk shall provide technical support and application assistance to users. It shall be located at the Contractor’s place of performance. The Contractor shall observe industry “best practices,” with the objective to receive, track, communicate (status to the user), and resolve user calls.

At a minimum, the help desk shall provide and consist of the following:

Respond to, complete, and close help desk requests.

Capture, track, investigate, escalate, resolve, close, and report user help requests.

The Contractor shall use the existing government provided tool. Data includes: the caller’s name; work location; time of receipt of the call; the nature of the call; the time of resolution; and a brief statement of how the problem was resolved to record each user help request/trouble call. The Contractor has the ability to add data it feels is needed to improve its ability to manage help requests.

Elevate and resolve help requests that cannot be resolved within four hours.

Help desk hours will be from 0800-1800 hours, Monday through Friday, Eastern Time. Average help desk calls are approximately 27 - 30 calls per month.

The Contractor shall provide a help desk phone number, voicemail, and email address.

Resolve system access issues and assist system users in basic system functions.

Escalate requests beyond the capability of the help desk to resolve to more advanced support personnel.

Incident Management The primary focus of Incident Management (IM) is the restoration of services following an incident. The IM is primarily a reactive process; its processes provide guidance on diagnostic and escalation procedures required to quickly restore services. The IM processes are closely integrated with help desk, problem management, and change management processes.

At a minimum, the Contractor shall:

Detect and record incident details.

Perform incident management including performance monitoring, incident identification, diagnosis, isolating, containment, eradication, recovery, and lessons learned.

Track incidents reported from the system users, the host site, and external interfacing systems.

Identify and report functions and files affected.

3.1.3.5 All availability issues shall be communicated to Government and non-Government stakeholders within one hour of discovery or notification.

Resolve incidents to support system operational availability.

Restore existing system and data.

Restore system to full operational capability.

Prioritize incidents in terms of impact and urgency with the objective to minimize user impact.

Assess type and severity (e.g., number of users effected) of incident.

Assess impact to data integrity.

Reduce unplanned downtime hours.

Identify incident impact to the Government.

Recommend ratings for the priority and the urgency of each incident.

Inform the Government of the restoration of services and effects of the incident to the user community.

Immediately escalate incidents that require expertise not available in the currently assigned Tier.

Provide help desk verification that the incident is closed and the system user is satisfied with the solution.

Problem Management The primary focus of Problem Management is to identify the causes of service issues and conduct corrective work to prevent recurrences. Problem Management processes are reactive in responding to events or problems and proactive in identifying and preventing future incidents. The Contractor’s processes are closely integrated with Incident Management, Change Management, and Availability Management. Although Availability Management performs the lead role in component failure and system outage analyses, Problem Management performs an important role in obtaining data and analyzing data in support of the analyses.

At a minimum, the Contractor shall:

Analyze historical data to support predictive analysis to eliminate potential incidents before they occur and to identify work-arounds.

Maintain historical data for all service problems.

Use a trouble ticket log to develop an analysis of trends to identify potential problems.

Provide the Government the results of problem trends in the Monthly Status Report (MSR).

Diagnose root cause and eliminate recurrences.

Provide the Government the potential causes of problems in its historical data.

Using historical data, provide the Government the Contractor’s approach for preventing problems from recurring.

Prioritize problems, in terms of impact and urgency, to minimize system user impact.

At a minimum, the Contractor shall:

Assess and provide type and severity (e.g., number of users affected) of problem.

Assess and provide impact to data integrity.

Reduce unplanned downtime hours.

Identify problem impacts to the Government.

Recommend the priority and the urgency to be assigned to each problem.

Inform the Government of the restoration of services and effects of the incident to the user community.

Develop workarounds or other solutions to incidents.

At a minimum, the Contractor shall:

Identify potential problems from the analysis of historical data.

Develop innovative workarounds and solutions to problems.

Present workarounds to the government for consideration and approval for implementing an Engineering Change Proposal (ECP).

Identify, develop and submit ECPs to Change Management to eliminate known problems.

Configuration Management (CM) Configuration Management (CM) processes guide the collecting, archiving and reporting of individual infrastructure component specifications. The Configuration Item Tracking Database (CITDB) is the single repository of configuration information for the enterprise. In addition to configuration information, the database contains information regarding the relationships and dependencies among infrastructure components. CM databases are also used by Capacity Management, Availability Management and IT Service Continuity Management processes to accurately perform their work.

The Government seeks a CM environment that will ensure the baselines are maintained and that only controlled changes are implemented. The Contractor shall implement a CM program that will ensure the implementation of changes is documented and has no adverse effect on current system functionality. The Contractor shall provide a Configuration Management Plan (CMP) that provides the basis for performing and managing CM activities for the DRRS-MC and aligns with the TFITS CMP.

At a minimum, the Contractor shall:

Maintain the CITDB utilizing the approved TFITS CITDB format.

The Contractor shall maintain the current data base containing the details of each system component. Configuration Items (CI) contained within the CITDB include Hardware, Software, Interfaces, Tracelinks and Documentation. (Note: A Common Access Card (CAC) is required to access the CITDB).

Provide a method for controlling changes to the CITDB.

Identify new Configuration Item (CI)s and enter them into the CITDB.

At a minimum, the Contractor shall:

Provide identification, collection, tracking and maintenance of each unique CI comprising the system and sub-systems.

Perform change control processes that enable definition of the functional and physical characteristics of CIs in sufficient detail that they may be categorized.

Enable and implement the identification of the system items, components and related work products that will be placed under CM.

Track and maintain Government submitted CIs in the CITDB.

Propose CIs which the Contractor deems necessary or offer significant benefit to the Government.

Collect, record and maintain accurate information about CIs.

At a minimum, the Contractor shall:

Track and record the status of CIs.

Respond to government questions about system change approaches, estimated costs and schedules, as well as technical questions related to the program.

Establish and implement configuration control and approval processes required to change a CI’s attributes and re-baseline the CIs.

Change Management Change Management manages changes being introduced into the system. Change Management assesses risks of individual changes, uses configuration information to identify dependencies and other impacted applications and systems, and after analyzing the information, authorizes or denies change requests. The goal of Change Management is to identify application code, functional, and performance defects and intercept them before users are impacted.

The production, pre-production, and training systems are hosted by MITSC. A DRRS-MC Disaster Recovery/Continuity of Operations site exists to ensure high availability for the MAC -1 Classified system. Assessment of changes to the infrastructure requires coordination between the host sites, the user community, Marine Corps System Command (MCSC), and the Contractor.

The Contractor shall prepare , as required, written system change approaches, estimated costs, and schedules for the Configuration Control Board (CCB). The authoritative source of all system ECPs is the Government’s ECP Tracker System. The Contractor may propose changes, but must receive approval from the CCB to execute ECPs.

The Contractor shall demonstrate how its processes align with TFITS management plans.

Contribute and record decisions and updates to any relevant products in tailored Systems Engineering Technical Review (SETR) events, Functional Review Boards (FRBs), Engineering Review Boards (ERBs), and CCBs.

Perform ECP assessments for risk, complexity, and potential user benefits prior to CCB meetings so they can be categorized and prioritized for submission into the next major release.

Maintain and update system integrator specific data elements of the Government’s ECP Tracker System. A CAC will be required for access.

Provide a Level of Effort (LOE) to include the lifecycle hours for ECPs at the ERB. Provide a Rough Order of Magnitude (ROM) detailed lifecycle estimate for those ECPs approved by the CCB.

At a minimum, the Contractor shall:

Identify, research, develop and classify ECPs.

Provide a lifecycle LOE estimate for hours and effort required to complete ECPs.

Provide ROM detailed lifecycle estimate of ECPs approved by the CCB.

Identify application code defects, as well as, functional and performance defects and submit ECPs as appropriate.

At a minimum, the Contractor shall:

Identify and resolve the defect and ensure the system is working as designed.

Use quality assurance processes to reduce software defects.

Use software development processes to reduce software defects.

Release Management Release Management is closely integrated with Change Management. Release Management manages changes to the environment such as installing vulnerability patches and software changes, and refreshing technology.

At a minimum, the Contractor shall:

Provide all technical and non-technical aspects of a release, including the update and maintenance of system baselines, system documentation, user documentation, and training documentation.

At a minimum, the Contractor shall:

Provide technical aspects such as: regression testing; testing documentation; remediation of identified defects; the update of system documentation; configuration status; accounting data; and information assurance scanning.

Provide non-technical aspects such as: coordinating system changes with the host facility; identifying the needed training; updating user documentation (to include training documentation); preparing release notes; and updating the version description document.

Plan and support the successful roll-out of software and related hardware including the required test, evaluation, and GAT processes.

At a minimum, the Contractor shall:

Provide a repeatable training, test, and deployment strategy and schedule for planned enhancements and upgrades.

Create and deliver Test Plans and Test Scripts that are traceable to requirements.

Monitor GAT and collect Test Incident Report (TIR)s.

Submit GAT Scorecards reflecting all completed test scripts, remaining test scripts, number passed, number failed, and status of failed tests.

Resolve all Severity 1 (Showstopper) and 2 (High) TIRs and other critical issues and update system documentation prior to test completion.

Manage, integrate, and deploy upgrades upon government acceptance including production environment regression testing.

Releases will be scheduled during the business week, Monday - Friday, after normal business hours, (0800 – 1800).

Design, implement, and support efficient procedures for the distribution, installation and verification of changes to IT systems.

Coordinate and prepare the system user community for new release capabilities.

At a minimum, the Contractor shall:

Provide user training documentation, technical documentation and other user support material in accordance with TFITS Management Plans, prior to deploying a software upgrade.

Provide a system notification to all system users prior to implementing any release.

Ensure implementations are traceable and secure, and only correct, authorized and tested versions are installed.

Coordinate and plan releases with Change Management.

Provide master copies of all software and update the CITDB.

Document release plans in a Deployment Plan that, at a minimum, contains anticipated changes to be deployed (e.g., vulnerability patches, software upgrades, defect patches), Plan of Action and Milestones (POA&M) leading up to monthly deployment, configuration items that need to be updated (e.g., technical documentation, System Maintenance and System Administration Manual, CITDB, User Manual, Training Material), and a contingency plan.

Support the Government Post Implementation Review (PIR) in accordance with TFITS Management Plans.

Cybersecurity Management Marine Corps Order (MCO) 5239.2B establishes an information systems lifecycle management approach to protect critical Marine Corps information and intelligence. The Contractor shall support the requirements of MCO 5239.2B by establishing and implementing proactive protection, detection, reaction, disaster recovery and restoration capabilities to include the detection and reporting of unauthorized activities. The Contractor shall support the transition to the Risk Management Framework (RMF), DoD Instruction (DoDI) 8510.01. The level of protection will be aligned with a MAC -1 Classified.

The Contractor shall have knowledge of and support all certification and accreditation (C&A) activities throughout the system lifecycle in accordance with the latest releases or revisions of the following policies located at:

http://www.dtic.mil/whs/directives/index.html and http://csrc.nist.gov/publications/PubsSPs.html At a minimum, the Contractor shall:

Maintain the DRRS-MC Authority-to-Operate (ATO), review and update documentation (to include but not limited to the Systems Information Profile (SIP), DoD Information Assurance Certification and Accreditation Process (DIACAP) Implementation Plan (DIP), Cyber Engineering Plan, and fulfill all annual Cybersecurity requirements for a MAC -1 Classified program.

Ensure all DoD information system Cybersecurity-related documentation is current and accessible to properly authorized individuals.

Provide awareness and prevention through assessment and implementation of best practices (i.e. code reviews, system scans, vulnerability alerts, vendor notifications, Security Technical Implementation Guides (STIGs)).

At a minimum, the Contractor shall:

Implement cybersecurity best practices to increase the security of the system and eliminate vulnerability threats to include code reviews, system scans, vulnerability alerts, vendor notifications and STIGs.

Test all security updates and patches and apply to the relevant software and operating systems.

Mitigate all vulnerabilities identified by the Hosting Facility’s vulnerability scans.

Conduct code software quality, software code assurance and code reviews with automated tool(s) provided by the Government.

Conduct Cybersecurity risk analysis to include identification and mitigation of cyber security risks to Commercial off the Shelf (COTS) software.

Facilitate and participate in and ensure timely completion of Annual Security Reviews, Annual Security Control testing, and Contingency Plan testing. Update and submit the quarterly POA&M updates in compliance with the Federal Information Security Modernization Act (FISMA).

Use the Government’s IA tool, Marine Corps Certification and Accreditation Support Tool (MCCAST), to submit, maintain, and review Certification and Accreditation (C&A) documentation and workflow. The Government will assist in gaining access to the tool, as well as training for the tool.

Work with the Government engineering team to register any production software and versions implemented on the systems and approved for Marine Corps use in the Department of the Navy Application and Database Management System (DADMS) prior to any system upgrade. The Contractor shall complete and submit DADMS questionnaires for any software application required for DRRS-MC that is not already approved in DADMS for Marine Corps use.

Facilitate the protection of United States Government sensitive unclassified and classified information by working closely with the Government Information Systems Security Manager (ISSM), Information Systems Security Officer (ISSO) and staff.

Review, implement and report applicable Information Assurance Vulnerability Management (IAVM) and Operational Directives (OPDIRs). Monitor and comply with all DRRS-MC applicable notifications and advisories, including but not limited to Information Assurance Vulnerability Alerts (IAVA), Information Assurance Vulnerability Bulletins (IAVB), Information Assurance Vulnerability Technical Advisories (IAVT), Marine Administrative Message (MARADMIN)s, OPDIRs (released on SIPRNet, Marine Corps Directives (MCD)), and Defense Information System Agency (DISA) STIGs through the TFITS SETR process.

Submit certification of annual IA awareness training status to the Program Management Office (PMO).

Review vulnerability assessment scans provided and provide technical guidance on remediation (including use of STIGS) and develop POA&Ms.

At a minimum, the Contractor shall:

Provide a monthly identification of vulnerabilities and remediation’s in accordance with Communications Tasking Order (CTO) 08-005 Scanning and Remediation and DoDI 8510.01.

Request and maintain a Marine Corps Certification Accreditation Support Tool (MCCAST) account and ensure all documentation is uploaded and up to date.

Review documentation, support pre-assessment, review vulnerability scans, test result evaluation, and review POA&M for Independent Verification and Validation (IV&V) test events.

Review documentation, support pre-assessment, review vulnerability scans, evaluate test results, and review POA&M for Command Cyber Readiness Inspection (CCRI) events.

Reserved Service Delivery Service Delivery processes assist in the identification of delivered or provided services, tailoring of services, the timely provision of services, resources, capabilities and capacities to meet the DRRS-MC’s needs.

Service Level Management Service Level Management (SLM) processes provide a framework by which services are defined, levels of service required to support business processes agreed upon and Service Level Agreement (SLA)s developed to satisfy the agreements. SLM processes will clearly define IT and business roles and responsibilities and establish clear goals for service delivery so success factors can be established, measured and reported.

At a minimum, the Contractor shall:

Manage and provide system performance in support of SLAs, Interface Control Document (ICD)s, and System Interface Agreement (SIA)s.

Develop and maintain an SLA, ICD and SIA for new interfaces.

Plan for changes to SLA, ICDs and SIAs when there is a change to the system or external interfacing systems. Ensure data transfers are executed according to existing SLA, ICDs and SIAs.

Manage and provide performance of system interfaces including web services.

The DRRS-MC capability relies on high-quality data from the Authoritative Data Source (ADS). Issues with the data such as missing or incorrect data, can degrade the performance of the DRRS-MC system and accuracy of the readiness report.

The Contractor shall notify the ADS points of contact of the data problems and determine courses of action to resolve them.

The Contractor shall document the ADS data issue in its trouble ticketing system, to include information describing the ADS data issue, when and how it was identified, and when and how it was resolved.

Process Authorized Strength Report (ASR)s: Bi-annually the Marine Corps releases an ASR.

The Contractor shall process the ASR by integrating the Total Force Structure Management System (TFSMS) – Personnel Force Structure data and ensure the DRRS-MC data aligns with all applicable ASR changes.

Perform the Contractor role and responsibilities per approved SLAs and participate in the update of SLAs.

At a minimum, the Contractor shall:

Measure performance and report results.

At a minimum, the Contractor shall:

Report results of performance metrics to the Government as defined in the TFITS management plans and Quality Assurance Surveillance Plan (QASP).

Link performance metrics to risk assessments.

Provide mitigation strategies for risk and issues affecting performance.

Continuity Management The IT Service Continuity Management (ITSCM) provides a framework for developing IT infrastructure recovery plans in support of business continuity management. The DRRS-MC shall maintain Continuity of Operations and Confidentiality in accordance with DoDI 8500.1 for a MAC -1 Classified system. This DoDI outlines the roles, responsibilities and processes to be enacted in the case of circumstances preventing the continuity of the system. The MAC -1 Classified systems have a requirement of maintaining a redundant secondary system, not co-located with the primary system, which can be activated without loss of data or disruption to the operation. Information regarding system recovery plans is found in the Concept of Operations for the DRRS-MC.

The Contractor shall implement a system recovery plan that meets the requirements of the Concept of Operations for DRRS-MC.

The Contractor shall ensure that, in accordance with DoD 8500.01, all personnel having access to the system will have appropriate security clearances.

Conduct risk assessment of IT services to identify the assets, threats, vulnerabilities of and countermeasures for each service.

At a minimum, the Contractor shall:

Conduct risk assessments in conjunction with Cybersecurity Management on a scheduled basis.

Identify and provide threats and vulnerabilities upon completion of the risk assessments.

Provide the Government with risk mitigation strategies for identified program risks as well as the monitoring process to evaluate the impact of mitigation efforts.

Evaluate options for recovery.

At a minimum, the Contractor shall:

Securely maintain system data for recovery.

Control electronic and physical access to system data.

Test, review, and revise the continuity section within the System Maintenance and System Administration Manual as needed.

At a minimum, the Contractor shall:

Utilize the results of the government approved test in Cybersecurity as required by the DoDI 8500.1 and provide corrective actions for analysis to the government.

Capacity Management Capacity Management is responsible for ensuring that IT infrastructure resources are in place or available to satisfy planned needs and that those infrastructure assets are effectively used. Capacity Management is responsible for identifying anticipated growth demands. Activities in this area are proactive rather than reactive, and focus on finding application and infrastructure bottlenecks at current and future demands so that corrective actions can occur before DRRS-MC users experience service issues.

At a minimum, the Contractor shall:

Monitor the performance and throughput of the system.

At a minimum, the Contractor shall:

Monitor and collect system infrastructure metrics identified by the Government.

Provide Metric reporting to the Government in the Monthly Status Report (MSR).

Perform analysis of measurement data, including analysis of the impact of new releases on capacity and system performance.

At a minimum, the Contractor shall:

Conduct data analyses.

Integrate risk management into its assessment process.

Project future capacity needs and how those projections are incorporated into its capacity management process.

Manage the demands on the System and future plans for growth and shrinkage.

Respond when performance falls below acceptable performance.

At a minimum, the Contractor shall:

Prevent system performance from dropping below acceptable performance levels.

Provide appropriately skilled personnel with the technical expertise to analyze system performance and remediate.

Influence demand for computing resources.

At a minimum, the Contractor shall:

Identify changes in system and user needs for changes in system computing resources.

Prevent the demand for computing resources to exceed deployed system capacities and capabilities.

Conduct risk assessment of infrastructure and planned capacity needs to be integrated into risk management processes.

At a minimum, the Contractor shall:

Integrate Capacity Management information within risk management processes.

Provide the Government with results of risk assessments in the MSR.

Availability Management Availability Management is responsible for ensuring application systems are up and available. The process ensures Government system availability requirements are being achieved and ensures the most cost-effective contingency plans are put in place and tested on a regular basis to ensure Government availability needs are met.

The Contractor shall ensure that the Pre-production and Training Environments are operational and properly configured when needed to support a particular event.

At a minimum, the Contractor shall:

Ensure service (system) availability meets the System users’ expectations.

Maintain system operational availability at 99.6%.

Prepare and provide for planned outages within the systems maintenance plan and administration manual.

Identify potential service availability issues.

At a minimum, the Contractor shall:

Integrate information from other areas of the PWS effort to create a higher-level of understanding of potential availability issues.

Provide recommended resolutions to the Government.

Provide input to the Failure Reporting and Corrective Action System (FRACAS): the examination of past outages to identify related configuration items (CI), the CI’s impact on availability and future corrective action(s).

At a minimum, the Contractor shall:

Provide personnel with the required technical expertise to collect outage data, rank the outages, determine causes and provide resolutions to either eliminate or reduce outage frequency.

Escalate problematic CIs and recommended resolutions to the Government.

Provide Obsolescence Management.

Comprehensive obsolescence management should integrate processes, methods, and procedures to ensure that products can be supported over their complete life time.

Conduct system maintenance in accordance with the System Maintenance and System Administration Manual.

At a minimum, the Contractor shall:

Update and maintain the System Maintenance and System Administration Manual so that it accurately reflects all maintenance required to be performed to support the high availability requirements of the DRRS-MC.

Support the technical requirements of the System Maintenance and System Administration Manual during the lifecycle of the system.

Support the maintenance of all software and hardware required for the system. This includes all technology refreshes, software upgrades, patch releases, and maintenance releases as defined in the TFITS CMP 3rd and 4th octet changes. The Contractor is to provide a list of existing ECPs from the ECP tracker that will be incorporated into PDSS Task Orders.

Maintain the DRRS-MC Production, Pre-production, Training and Disaster Recovery (DR)/Continuity of Operations (COOP) sites in accordance with System Maintenance and System Administration Manual.

Conduct failover tests to the DR/COOP site as required by DoDI 8500.1.

The DRRS-MC hosting facility provides critical services required for the DRRS-MC system to achieve its high availability.

The Contractor shall notify the hosting facility points of contact (as documented in the DRRS-MC Service Level Agreement) of issues.

The Contractor shall document the service issue in the trouble ticketing system to include information describing the service issue, when and how it was identified and subsequently resolved.

Sustainment Logistics Sustainment logistics focuses on lifecycle supportability.

At a minimum, the Contractor shall:

Provide Asset Management to include support of the Item Unique Identification (IUID) plan and preparing hardware for disposal.

Provide hardware and software sustainment and prepare hardware for disposal.

Identify expiring Government-Furnished Software licenses and warranties a year in advance for the Government to replace or renew the license or warranty to prevent loss of service.

Provide End User Training and maintenance of WBT.

Keep system user training materials up to date.

Maintain and update all WBT tools so the modules accurately reflect the deployed production system and current policies. The DRRS-MC currently has two WBT courses; the Network-enabled Unit Status Report – Marine Corps (NetUSR – MC) New User Training WBT is loaded to the DRRS-MC website and the Marine Corps Readiness Policy Training WBT is loaded to both the DRRS-MC website and MarineNet (Course number DRRSPOL01A).

Demonstrate user proficiency post conduct of training.

Reserved Develop and maintain a comprehensive hardware and software refresh plan that covers a five year period.

Reserved Project Management Project Management The Contractor shall prepare a Project Management Plan (PMP). The Government-approved PMP serves as the common understanding between the Government and the Contractor on how the Contract will be managed. The Government fully realizes that the Contractor shall need to periodically revisit and update the PMP to ensure that it accurately reflects the dynamics of managing a Contract of this magnitude. At a minimum, the PMP shall be updated annually and resubmitted to the Government for approval. Other than this annual submission, the Contractor has the latitude to build upon the document content to ensure all aspects of the Contractor’s collaborative project management process are addressed. All additional updates will require approval from the Government.

At a minimum, the PMP shall define and describe the Contractor’s:

Processes Planning: Contract planning, coordination, and schedule as well as methods, tools, and techniques used to estimate Task Order (TO) schedule and resource requirements.

Staffing: Identify the types of skill sets and skill levels that will be needed and provided and the strategies that will be used to ensure the right amount of the right skills will be available when needed. Explain the process to recruit and retain qualified staff. Explain how Contractor will identify and acquire qualified incumbent staff. Note: The Government expects the Contractor staff to be located within a reasonable commuting distance from Marine Corps Based Quantico and the Pentagon. The Government will not pay travel costs for Contractor staff to commute to work. Any reimbursable travel incurred during the performance of the contract and its associated TOs shall not include travel for day-to-day work activities.

Resource Acquisition: Specify the plan for acquiring the resources (other than staffing) needed to successfully execute the contract and operate and support the systems projected to be consolidated into this contract.

Staff Training: Specify the training that will be provided to employees working on the consolidated contract and associated TOs. Discuss any unique or specific training that will be provided.

Process Improvement: Describe the plan for periodically assessing the contract, determining areas for improvement, gaining Government approval and implementing improvement plans.

Risk Management Within the PMP, the Contractor shall prepare a Risk Management Plan (RMP). The RMP shall describe the Contractor’s approach to determining, reporting, rating, and monitoring risks within the project.

The Contractor shall execute Risk Management in accordance with the TFITS Risk Management Plan.

The Contractor shall develop and share with the Government risk reports summarizing the risks and identifying the likeliness and consequences of each risk.

Reporting and Monitoring The Contractor shall describe the metrics, reporting mechanisms, and control procedures it will use to measure, report, and control the contract including requirements, the schedule, resources, and quality assurances.

The Contractor’s performance monitoring efforts (e.g., performance metric monitoring, risk analysis) shall identify and support the determination of performance variances within 24 hours allowing the Contractor the ability to implement corrective action before Contractor or system performance falls below acceptable thresholds.

All Priority 1 metrics from the TFITS Performance Measurement Plan, previous month’s activities, updated risk register, upcoming activities, all incidents, summary of service issues, problem trends, progress towards the Performance Standard and Acceptable Quality Levels (AQLs) and anticipated travel (with a justification for the travel). The metrics submitted for the MSR shall be in accordance with the TFITS Performance Measurement Plan.

The Contractor shall participate in the DRRS-MC Integrated Product Team meetings and Working Groups where program status will be reported. The Contractor shall aid in the development of meeting materials for the meetings listed below in Table 1. Bi-Monthly is defined as every other month and Bi-Weekly is defined as every other week.

Table 1: Meeting Requirements

Quality Assurance and Control Within the PMP, the Contractor shall prepare a Quality Assurance Program Plan (QAPP). The QAPP shall describe the Contractor’s approach to ensuring quality performance for all aspects of the contract. The QAPP shall include:

The Contractor’s quality assurance program shall provide a total quality management system approach to the DRRS-MC effort and shall include program and technical management, quality assurance, quality control, and performance management to achieve the control of product and service quality throughout the task performance.

The Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). The QASP focuses on what the Government will do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum Acceptable Quality Level (AQL)s.

The Contractor’s systems engineering, quality assurance, and quality control efforts shall comply with Government policy and instructions. These efforts shall be reflected in the Contractor’s PDSS, System Maintenance and Performance, and shall provide both existing and…