M67854-17-R-7600_Draft_Solication_for_PDSS_-_2017-03-29.docx

M67854-17-R-7600

Section B - Supplies or Services and Prices

Core PDSS Services

FFP

The Contractor shall furnish and deliver to the Government the Core PDSS Services for GCSS-MC. Performance shall be as set forth in the GCSS-MC Performance Work Statement (PWS) paragraphs:

(3.1) Service Management (3.2) Service Operations (Enterprise Service Desk, GOC) (3.3) Production, PSS Sustainment (3.5) Training Systems Sustainment (3.6) Product Lifecycle Support (3.7) Service Transition (Change Requests) (3.8) System Engineering Activities (3.10) Program Management FOB: Destination

MAX

NET AMT

Contract Transition

The Contractor shall furnish and deliver to the Government contract transition products for GCSS-MC. Performance shall be as set forth in the GCSS-MC Performance Work Statement (PWS) paragraph:

3.11 Contract Transition

MAX

Development Site Services

The Contractor shall furnish and deliver to the Government on call and extended shift support for the GCSS-MC system. Performance shall be as set forth in the GCSS-MC Performance Work Statement (PWS) paragraph:

(3.4) Development Site Services (Development Environment)

MAX

Enterprise Training

The Contractor shall furnish and deliver to the Government the functional training for the GCSS-MC system. Performance shall be as set forth in the GCSS-MC Performance Work Statement (PWS) paragraph:

(3.5) Enterprise Training

MAX

Service Transition (ECPs)

The Contractor shall furnish and deliver to the Government engineering change proposals for GCSS-MC. Performance shall be as set forth in the GCSS-MC Performance Work Statement (PWS) paragraph:

(3.7) Service Transition (Engineering Change Proposals)

MAX

Future Initiatives

CPFF

The Contractor shall furnish and deliver to the Government future initiatives products for GCSS-MC. Performance shall be as set forth in the GCSS-MC Performance Work Statement (PWS) paragraphs:

3.9 Future Initiatives

MAX COST

FIXED FEE

TOTAL MAX COST + FEE

Travel

COST

Reimbursement of travel and travel related expenses incurred while performing service efforts under CLINs 001 - 024 shall be billed under this CLIN. Travel will be reimbursed in accordance with (IAW) Federal Acquisition Regulation (FAR) 31, with the maximum per diem IAW the Joint Travel Regulations (JTR) and reimbursement of general and administrative expense as appropriate. No profit or fee shall be added.

MAX COST

Other Direct Costs

Other direct costs in support of CLINs 001-021 shall be billed under this CLIN. (Other direct costs shall include materials such as incidental services for which there is not a labor description specified in the contract, fringe benefits, subcontracts, etc.). Each individual order shall list separately the elements of other direct costs for that order. Reimbursement shall be at actual cost with general and administrative expense as appropriate. No profit or fee shall be added.

MAX COST

Disaster Recovery

The contracter shall furnish and deliver to the Government an establishment of plans and procedures to be used to recover or move to an alternate location during or after a catastrophic event (Natural Disaster or Physical Attack on the facility(ies) housing the equipment).

MAX COST

UNDEFINED

Data

Data shall be provided in accordance with the attached DD Form 1423s. Data is not separately priced. Price is included in CLINs 001 to 0005. This CLIN shall be applicable to the basic contract and as specified in each individual task order.

MAX

Section C - Descriptions and Specifications

PERFORMANCE WORK STATEMENT

TABLE OF CONTENTS

Tables

Figures

1. OVERVIEW

0. SCOPE

This Performance Work Statement (PWS) sets forth the performance required by the Contractor in providing Post Deployment System Support (PDSS) for the Global Combat Support System – Marine Corps/Logistics Chain Management (GCSS-MC/LCM) Increment 1 system. A list of acronyms used with PDSS is found in Section J, Attachment 1. All acronyms used within the PWS are defined in context of GCSS-MC/LCM Increment 1, as the primary enterprise logistics system for the U.S. Marine Corps and is deployed to units across the globe. The Logistics Information Systems (LIS) managed by the GCSS-MC LIS Program Manager at Albany, GA are not included within the scope of this contract. Sustainment engineering processes have been developed and are managed by the GCSS-MC Program Management Office (PMO) and shall be used as the basis for performing this work. This requirement will provide continuous operation of the production system, user service desk operations, correction of defects, information assurance, logistics support, and if invoked, development and test instance management.

0. PROGRAM BACKGROUND

GCSS-MC/LCM family of systems (FoS) is the technology centerpiece for logistics modernization in the Marine Corps. It provides accurate, near real time integrated logistics information and enterprise-wide visibility of logistics data, enabling Marines to make informed decisions about the logistics chain commensurate with the operational tempo. GCSS-MC/LCM Increment 1 began full sustainment in December 2015.

The term “system” will be used interchangeably with GCSS-MC/LCM Increment 1 throughout this document to refer to GCSS-MC/LCM Increment 1, inclusive of its software, hardware, firmware, and hosting environment. The term “application” refers to the Oracle Enterprise Business Suite (EBS) and other software components of the system. PDSS activities required to support the system are consistent with Defense Acquisition System Operations and Support activities, Milestone C Phase, and are captured in Table 1.

Table 1: GCSS-MC/LCM Increment 1 PDSS Activities

Not all tasks found in the base contract’s PWS will necessarily be required or executed during a single Task Order. Successful Performance of this PWS and subsequent Task Orders will require interfacing with a multitude of personnel from multiple Government and contractor agencies, such as, but not limited to: the GCSS-MC Program Management Office; Marine Corps Enterprise Information Technology Services (MCEITS); Marine Corps Cyber Operations Group (MCOG); and other vendors and Contractors as identified by the Government.

GCSS-MC/LCM Increment 1 provides the Marine Air-Ground Task Force (MAGTF) and Supporting Establishment with an integrated, distributed logistics capability to plan, manage, execute, and monitor logistics business processes and sub-processes as depicted in Figure 1 below. Specific functions include asset visibility, supply, maintenance, readiness, task organization, request tracking, and financial information. It supports over 22,000 enterprise users from over 75 worldwide locations in both garrison and deployed environments. GCSS-MC/LCM Increment 1 is the first system in the portfolio and serves as the starting point for addressing several key shortfalls impacting the logistics community, including: multiple entry points for submitting and managing requests, a lack of enterprise asset visibility, inefficient capacity management, enterprise-wide standard processes and the inability to monitor asset availability and maintain situational awareness. Figure 1 depicts logistics business processes and sub-processes supported by GCSS-MC/LCM Increment 1.

Figure 1: GCSS-MC/LCM Increment 1 Logistics Business Processes & Sub-Processes

In 2015, GCSS-MC/LCM Increment 1 fielded Release 1.1.1 (R1.1.1), providing an interim deployable capability for GCSS-MC users either preparing to operate or operating in forward deployed environments. R1.1.1 includes an Enterprise Automated Task Organization (EATO) capability, Mobile Field Service (MFS) technology, and integration of a Tactical Wide Area Network (WAN) optimization solution. EATO provides Marines the ability to create task-organized units that can execute logistics chain management functions. MFS provides a GCSS-MC user the ability to perform limited supply and maintenance functions in the absence of a network connection. The Tactical WAN optimization solution is comprised of a suite of Commercial Off-the-Shelf (COTS) Riverbed Steelhead Appliances and Steelhead Mobile Controller hardware that is integrated into the GCSS-MC/LCM system architecture to optimize deployed GCSS-MC user sessions and reduce latency caused by poor tactical network connections.

Several changes to the PDSS baseline are scheduled to occur within the next 15 months. These include the establishment of a new Development Site Services (DSS) environment, with migration to the Marine Corps Enterprise Information Technology Services (MCEITS), and upgrade of the production system to a new hardware and software baseline.

0. SYSTEM DESCRIPTION:

The GCSS-MC/LCM Increment 1 system is an integrated composite Enterprise Resource Planning (ERP system) with the Oracle E-Business Suite (EBS) product at its core. Components of this integrated system include a customized CAC-enabled authentication architecture with role based authorization, a reporting capability handled by the Oracle Business Intelligence Discoverer; an Advanced Planning Suite (APS); a Mobile Field Service (MFS) application; and customized workflows in support of 20+ external partners via 40+ interfaces utilizing the Oracle Service Oriented Architecture (SOA) tools with Business to Business (B2B) functionality.

GCSS-MC/LCM increment 1 is comprised of five environments serving different purposes: Production (PROD), Production Support System (PSS), Development (DEV), Configuration Managed, and Training. The PROD and PSS environments reside within the same hardware system but are logically separated. The DEV and CM environments also share common hardware but are logically separated. The Training environment is a separate environment that allows for the development, testing, and dissemination of training system updates and training material. Each environment has its own instance of the GCSS-MC/LCM Increment 1 application to support its function. The following subparagraphs provide further description of the GCSS-MC environments.

2. Enterprise Production System The Enterprise Production System, commonly referred as PROD, is comprised of Oracle Engineered Hardware (OEHW) with the Exadata 6-2 as its foundation. The Production system is located at the MAGTF Information Technology Support Center-East (MITSC-East), Camp Lejeune, NC. A planned migration to the MCEITS Enterprise Information Technology Center-1 (EITC-1), Kansas City, MO, is scheduled to be completed in Calendar Year 2017 (CY17). The GCSS-MC/LCM Increment 1 Production system is web-accessible to over 22,000 worldwide users, serving between 5,000 and 6,000 distinct users per day, with a daily maximum concurrent usage of between 1,200 and 1,500 users.

2. Production Support System The PSS resides on the same hardware as the Production system but is logically separated from the Production environment. The PSS is used to conduct Government Acceptance Testing (GAT) and staging of changes before they are deployed to the Production system.

2. Development Site Services The GCSS-MC/LCM Increment 1 Development Site Services (DSS) environment currently resides in the Carpathia facility near Dulles, Virginia. However, a new DSS will be established in CY17 (location to be determined). The new DSS system will more closely mirror the Production environment. The DSS provides for development, testing, and troubleshooting of the GCSS-MC application. Offerors are not required to use the Government contracted DSS and may opt to have the responsibility for their own DSS after their transition period is complete. A DSS consists of the DEV and CM environments. The DEV provides an environment for application development, troubleshooting, and unit testing. Developed changes and solutions are promoted to the CM environment, which closely replicates the Production environment and is used for integration level testing and troubleshooting. CM also serves as a staging area for changes awaiting promotion to the PSS for GAT. Attachment 2 in Section J contains the DSS Technical Data Package.

Mobile Training Suite (MTS) provides a stand-alone capability to deliver GCSS-MC training at the user location where network connectivity to the Enterprise Training environment is not available. MTS consists of hardware, software, database, documentation, and procedures used in the training of GCSS-MC/LCM Increment 1 users and key personnel on the GCSS-MC/LCM Increment 1 system and processes. MTS is built within portable enclosures so that it can be easily transported, set up and stored at any training environment. MTS cases consist of a server, storage array, 24 laptops, switches to connect the laptops to the server/array, and all ancillary equipment to have a complete computer-based classroom. As curriculum is developed or updated, it is sent to the Commands and uploaded to the MTS. MTSs are deployed to various locations worldwide.

2. System Software/Oracle Enterprise Business Suite (EBS) In addition to EBS’s out of-the-box functionality, GCSSMC/LCM Increment 1 has implemented Marine Corps customizations referred to as RICECPW (Reports, Interfaces, Customizations, Extensions, Configurations, Personalizations, And Workflows) adapting the EBS to meet Marine Corps specific requirements. Table 2 provides a brief definition of the RICECPW objects. Increment 1 has implemented 300 RICECPW objects into the current production baseline. The system is upgrading to Release 12 (R12) with a scheduled implementation in September 2017. The new version will contain some quantity of RICECPW.

Table 2: RICECPW Definitions In addition to Oracle EBS, the system includes the use of other Oracle Commercial Off-The-Shelf (COTS) products, including: Oracle Identity Management (OIM), Oracle Access Manager (OAM), Oracle Internet Directory (OID), SOA Suite, Weblogic Server, Webcache and WebGate, Mobile Field Service (MFS), Oracle Business Intelligence Enterprise Edition (OBIEE), Oracle Enterprise Manager (OEM), Oracle Business Availability Manager (BAM), Oracle Advanced Supply Chain Planning (ASCP), and Oracle Database 11g.

2. Application Implementation Methodology and Documentation The GCSS-MC/LCM Increment 1 system architecture, design, interfaces, customizations, test scripts, operations procedures, and knowledge management tools have been developed using Oracle’s Application Implementation Methodology (AIM). AIM is Oracle’s project management methodology and implementation strategy. AIM provides documentation templates that support the tasks that must be performed in running and managing projects successfully. The templates are a sub-set of the complete list of available templates.

GCSS-MC/LCM Increment 1 also adopted Oracle’s Unified Method (OUM), which is a standards-based method with roots in the Unified Process. OUM is business-process and use-case driven and includes support for the Unified Modeling Language (UML). GCSSMC/LCM Increment 1 Release 1.1 uses AIM and Release 1.1.1 introduces OUM. Customizations, personalizations and workflows were added to support the R12 technical upgrade. A list of GCSS-MC/LCM Increment 1 AIM documents are found in Section J, Attachment 3.

1. GENERAL REQUIREMENTS

All CDRL deliverables shall be prepared in accordance with DOD Manual 5200.01, Volume 4, DoD Information Security Program: Controlled Unclassified Information (CUI), and submitted to the Contracting Officer’s Representative (COR). The COR is responsible for tracking and accepting CDRL deliverables.

Contractor personnel shall display badges or other visible identification that identifies them as Contractor personnel whenever they are in meetings with Government personnel. In addition, Contractor personnel shall appropriately identify themselves as Contractor employees in telephone conversations and in formal and informal written correspondence with Government personnel.

In accordance with DoD 8570.1-M, “Information Assurance Workforce Improvement Program” and the Defense Federal Acquisition Regulation Supplement clause 252.239-7001, supporting personnel must comply with certification and training requirements. All new personnel must meet the certification requirements before starting work on the contract. Further information on Information Assurance (IA)/Cybersecurity requirements are contained in Section J, Attachment 4, Information Assurance/Cybersecurity Requirements.

1. SPECIFIC REQUIREMENTS

Non-disclosure agreements provided by the Government are required for all contractor personnel supporting the contract. The Contractor shall coordinate all non-disclosure agreements necessary to interface with other contractors supporting this PWS in accordance with Federal Acquisition Regulation (FAR) 9.505-4. Copies of all non-disclosure agreements required for this contract shall be provided to the Contracting Officer and COR.

The Contractor shall maintain a static Internet Protocol (IP) address for individuals assigned to this contract. A static IP is required to access the tools required to conduct systems engineering, software development, code and configuration management, asset management, infrastructure management, and test activities specified in this PWS.

2. SERVICE MANAGEMENT

Service Level Management (SLM) provides a framework for managing Information Technology (IT) by ensuring services are defined, levels of service required to support business processes are contractual, and Service Level Agreements (SLAs) are developed and implemented to formalize and document agreements between organizations and entities. SLM processes establish clear goals for service delivery so that success factors can be established, measured, and reported. The GCSS-MC PMO has developed a metrics management plan documenting Key Performance Indicators (KPI) and metrics established for GCSS-MC/LCM Increment 1. On occasion the Operating Forces conduct User Performance Assessments (UPAs) to measure GCSS-MC/LCM Increment 1 performance against established performance objectives.

The Contractor shall establish SLM and implement a framework for managing required levels of service and service delivery goals. The Contractor shall assess current system performance and provide recommendations to enhance quality of service (QoS). The Contractor shall manage, monitor, and report QoS. The Contractor shall use industry best practices such as benchmarking and trend analysis to measure and enhance system performance. As new services are identified, the Contractor shall assist with defining the level of performance and capacity requirements to implement the service.

The GCSS-MC PMO has developed Level 3 process maps for fifteen (15) key processes that define how GCSS-MC/LCM Increment 1 is maintained and are included as part of the solicitation’s Technical Data Package. The fifteen (15) key processes are found in Section J, Attachment 2, DSS Technical Data Package.

0. System Performance and Metric Analysis The GCSS-MC/LCM Increment 1 system and Process Performance Metrics Management Plan describes the methods used to define, manage, track, and report GCSS-MC/LCM Increment 1 performance goals, requirements, and associated sustaining engineering process metrics. GCSSMC/LCM Increment 1 metrics are used to establish a system performance baseline for measuring performance over time. Performance data is collected and evaluated to identify trends and opportunities for continual service improvement.

Within the PMO, the GCSS-MC Chief Engineer is responsible for the implementation and evaluation of the Metrics Management Plan. The PDSS lead engineer is responsible for the collection, reporting, assessment, and improvement of GCSS-MC/LCM Increment 1 performance metrics. The Contractor sustaining engineering process owners are responsible for identifying process specific metrics, collecting and analyzing them, and presenting metrics to the Systems Engineering Process Integrated Product Team (IPT).

The Contractor shall evaluate GCSS-MC/LCM Increment 1 system performance requirements, and the Metrics Management Plan and measurement techniques. The Contractor will apply IT and industry best practice and provide recommendations (CDRL A001) to enhance the effectiveness of evaluating system performance and QoS. The objective is to implement meaningful metrics that enable the PMO to make informed investment decisions to further enhance sustainment of the GCSS-MC/LCM Increment 1 system.

Deliverable CDRL A001, System Performance and Metric Analysis and Recommendations

0. Service Agreements To achieve defined service levels, the PMO has established SLAs and Memoranda of Agreements (MOAs) with external service providers, including MITSC-E, MCEITS, and the Naval Systems Engineering Resource Center (NSERC). These agreements establish required service levels to enable GCSS-MC/LCM Increment 1 to achieve established service goals.

The Contractor shall review existing SLAs and provide recommendations to enhance SLA alignment to performance and service level objectives. The Contractor shall monitor and report (CDRL A002) on existing SLAs with external providers to ensure service providers adhere to defined service level targets. Where interdependent or internal dependencies exist for SLAs, the Contractor shall provide recommendations on establishing Operational Level Agreements (OLA) to define the required service, level of services required, and roles and responsibilities of the organizations involved. The Contractor shall identify any service level dependencies that exist in Underpinning Contracts (supporting contracts, such as hardware maintenance) to ensure a cohesive and integrated approach exists in executing SLM.

Deliverable CDRL A002 SLA Performance Report

0. Continual Service Improvement Continual service improvement focuses on the monitoring and reporting of service and performance metrics as well as the ongoing evaluation of the collected data to maximize the efficiency and effectiveness of the GCSS-MC/LCM Increment 1 environment.

The Contractor shall monitor system performance and program processes and identify opportunities for continuous service improvement (CSI) (CDRL A003).The Contractor shall identify the approach to be used to collect supporting data, measurement and analysis, and reporting with recommendations to improve the system. The Contractor shall work with the PMO to collect user surveys and provide analysis and recommendations to enhance Increment 1 performance, reduce costs, and achieve efficiencies. The Contractor shall apply cost-benefit analysis in recommending service improvements to enable the Government to make informed business and investment decisions.

The Contractor shall research emerging technologies as approved by the Government and provide recommendations to the PMO.

Deliverable CDRL A003 CSI Recommendations

2. SERVICE OPERATIONS

Service operations refer to the day-to-day processes, functions, activities, and infrastructure sustainment responsible for delivering reliable, high quality GCSS-MC/LCM Increment 1 services. Service operations encompass the Enterprise Service Desk, IT Operations Management, Technical Management, and Production/PSS environment sustainment. GCSS-MC/LCM Increment 1 follows an Information Technology Infrastructure Library (ITIL) v3 based model for service operations. Processes managed within GCSS-MC/LCM Increment 1 service operations include request fulfillment, access management, event management, incident management, and problem management.

To execute GCSS-MC/LCM Increment 1 service operation processes and functions, the GCSS-MC PMO has established the GCSS-MC Operations Center (GOC) and the Enterprise Service Desk. The GOC provides for the IT, Technical, and Application Management of the Production system. The GOC is comprised of technical Subject Matter Experts (SMEs) that oversee the daily operations of the system, focusing on system operation, maintenance, application, and infrastructure sustainment. The GOC, together with the Enterprise Service Desk, provides integrated support to managing and resolving events, issues, and problems.

The Enterprise Service Desk serves as the PMO’s interface to Increment 1 users. In addition to supporting Event, Incident, and Problem Management processes, the Enterprise Service Desk provides Request Fulfillment and Access Management support to GCSS-MC users, and together with the GOC, executes Event, Incident, and Problem Management processes.

The Contractor shall provide technical implementation of the GOC and Enterprise Service Desk processes and functions for the GCSS-MC/LCM Increment 1 Production system. The Contractor shall provide technical expertise in system administration, system integration, database administration, application administration, implementation of code, system software support, networking support, and Enterprise Service Desk to sustain 24/7/365 system operations. The Contractor shall provide integrated incident/problem management to resolve issues and problems, and unplanned outages.

The Contractor shall work cohesively with the GCSS-MC Government team, including SMEs, Systems Engineering, IA, Business System Integration (BSI), and support contractors to ensure delivery of reliable and responsive Service Operations support.

1. GCSS-MC Operations Center The GOC is responsible for the operation, maintenance, and sustainment of the GCSS-MC/LCM Increment 1 Production system. Processes supported by the GOC include Event Management, Incident Management, Problem Management, Access Management, and Application Management. The GOC works cohesively with the Enterprise Service Desk to resolve Service Requests (SRs) to the user’s satisfaction.

The GOC provides performance and event monitoring for the production system (PROD). Event management activities include development and maintenance of event monitoring mechanisms and rules, event filtering, event correlation, and event review and closure. Event monitoring mechanisms are developed and maintained to identify and report meaningful system-generated events and set thresholds and business rules for event warnings or exception notifications. As events occur, the GOC evaluates and filters them to determine which events are informational and which events may require additional correlation and potentially requires remediation activities to prevent service disruption. Events are typically captured in system logs. Event thresholds and notification business rules can be provided within the system logs or through external monitoring and alert systems. Each event creates an event record. Examination of multiple events, event trends and patterns may lead to incident management or to potential changes to underlying infrastructure and configuration items.

The GOC uses various tools to perform its daily system operations mission, including health checks, performance tuning, troubleshooting, and repair of system issues and faults. The GOC is comprised of personnel experienced in system, database, network and application administration, information security/cybersecurity, system integration, interfaces and data management. The GOC must also provide personnel experienced in Marine Corps supply and maintenance functions to troubleshoot and resolve system functional issues, such as transaction processing.

The Contractor shall manage and operate the GOC. The Contractor shall designate a senior technical expert as the GOC Manager. The GOC Manager shall be responsible for managing the GOC activities. The GOC Manager shall ensure proactive monitoring of the Production System Reports to identify events, address incidents and problems, resolve potential issues or bottlenecks, and perform corrective actions. The GOC Manager shall apprise the Government on the status of issues and provide root cause analysis with recommendations to resolve the issue. The GOC Manager shall lead the weekly Operations & Sustainment (O&S) meeting and deliver an O&S Status Brief (CDRL A004) to the PMO summarizing system status, performance trends, and activities.

The Contractor shall provide necessary skill sets necessary to sustain and maintain the GCSS-MC/LCM Increment 1 system. The Contractor shall perform system administration and maintenance in accordance with existing Standard Operating Procedures (SOPs) and industry best practices to ensure system availability meets requirements and user expectations. The GOC shall monitor system health and performance in accordance with established government procedures, operations manuals, and SOPs. The Contractor shall implement system performance tuning and improvement activities to ensure the most efficient use of system resources. The GOC shall perform system tuning to maintain system performance and availability. The GOC shall develop and implement system health and performance corrective action procedures as required. The Contractor shall provide recommendations for continual service improvement (CDRL A003) that enhance system performance, achieve efficiencies, or reduce operating costs.

The GOC shall identify, coordinate, and execute with the MCEITS troubleshooting efforts in response to unplanned issues, poor network performance, hardware upgrades, Operating System (OS) upgrades or software related issues. The Contractor shall provide recommendations on changes to the SLA that enhance production coordination and support execution between GCSS-MC/LCM Increment 1 and MCEITS.

The GOC shall resolve unplanned system outages and periods of unavailability, and coordinate planned system outages, including providing notification to the user community before and during outages, to maximize system availability and minimize operational and user impacts.

The Contractor shall update GOC related documents, including existing procedures, SOPs, and technical documents to reflect current processes, procedures, and technical implementation.

The GOC shall troubleshoot and resolve database layer, Java Virtual Machine layer, OS layer, EBS applications or Procedural Language/Structured Query Language (PL/SQL) layer and front-end/Hyper Text Transfer Protocol with Secure Socket Layer (HTTPS) layer issues.

The GOC shall manage, schedule, and coordinate planned and unplanned outages and initiate notifications with the PMO in the event of planned emergency outages. The GOC shall initiate, request, coordinate resources, monitor, and manage all required GCSS-MC/LCM Increment 1 Production and PSS planned and unplanned outages required for system maintenance.

The GOC shall reconfigure Oracle fusion middleware and Java components as required to maintain system performance and identify non-performing applications or inordinate resource requirements. The GOC shall monitor workflow error counts to ensure the system does not have a problem transacting. The GOC shall coordinate with the PMO functional/technical leads to troubleshoot and resolve workflow errors in accordance with existing SOPs, such as AIM TA-155 documentation.

The GOC shall bulk correct most workflow errors by submitting scripts to the database administrators and manually inspect and act on workflows and notifications not covered by corrective scripts. If new types of workflow errors are detected, the GOC shall investigate the cause(s) and corrective course(s) of action for the workflow, possibly communicating with RICECPW for a fix.

The GOC shall review, coordinate, and manage the execution of Build Release patches, Patch Sets, Emergency patches, and Oracle Quarterly Critical Patch Updates (CPUs) / Information Assurance Vulnerability Alerts (IAVAs). The GOC shall assist with implementing code, configuration, and design changes into the PSS. Upon completion of GAT and approval by the Government, the GOC shall deploy new software releases and patches into the Production environment.

Deliverable CDRL A004 Weekly O&S Status Brief

0. Enterprise Application Administration (EAA) The EAA shall resolve application problems not resolved at the Tier 3 level. Support may include coordinating vendor and host site support. The EAA shall collaborate or forward problems to the appropriate entity for resolution and corrective action.

The EAA shall analyze and provide support for workflow processes and problems, and monitor system integrity and usability in accordance with the current metrics requirements. The Contractor shall perform Root Cause Analysis (RCA) for Priority 1 (P1) and Priority 2 (P2) issues. The EAA shall provide RCA Reports (CDRL A005) for problem management issues.

The Contractor shall submit new Knowledge Base (KB) (CDRL A006) for approval by the PMO SME group via the GCSS-MC Training Resource Manager (TRM) and the workflow process. The Contractor shall develop and submit Change Requests (CRs) (CDRL D001) that require Oracle COTS changes to the GCSS-MC GOC Manager for escalation to the Configuration Control Board (CCB).

The Contractor shall conduct technical aspects of functional user testing and collaborate with the PMO SMEs on code fix designs.

Deliverables CDRL A005 RCA Report CDRL A006 Knowledge Base CDRL D001 Change Request

0. System Administration The Contractor shall provide 24-hour-a day, 7-day-a-week, 365-day-a-year system administration (SA) event and performance monitoring for application, Web tier, OS and below, servers, hardware, third-party software, storage, network appliances, Riverbed components, f5 load balancer, and administrative user maintenance used within the Production system. SA shall manage the production hardware warranties, resolve SRs, and perform system backups. SA shall perform necessary server maintenance, research hardware, operating system issues, and apply patches and updates to Exadata, Oracle Virtual Machine, Oracle Virtual Server, Infiniband, Network Switches, Management Switches, Management Server, and Virtual Machines. SA shall support IAVA management to ensure the system remains compliant to IA/Cybersecurity certification requirements.

0. Database Administration The Contractor shall apply IT industry best practices in database administration to maintain and sustain the production databases. The contractor Database Administrator (DBA) shall perform health checks and monitor system integrity and usability in accordance with the current requirements, AIM TA-155, or operating procedures. The DBA shall monitor database performance, maintain database integrity, apply necessary patches, and perform preventive and corrective actions to sustain and improve system performance.

The DBA shall use existing Oracle monitoring tools to diagnosis database issues and conduct performance tuning and optimization. The DBA shall administer space usage for table spaces within the environments and provide performance tuning and maintenance of the environments.

The DBA shall identify system event thresholds and implement proactive response alerts, respond to alerts, and initiate the incident management process pursuant to service restoration. The DBA shall resolve data correction issues identified through monitoring and SR submissions.

The DBA shall provide the government functional design presentations, functional application testing, functional impact assessments, and recommendations for business procedure updates.

The DBA shall grant privileges, as specified by GCSS-MC Information System Security Manager (ISSM) based on pre-defined roles (which will then be granted to database users) or directly to user accounts.

The DBA shall perform weekly and on-demand backups and initiate recoveries and refreshes when required for duration of the contract.

The DBA shall monitor the growth of the database segments and conduct capacity planning and forecasting. The DBA shall create and maintain database links to the environments and perform table and/or table space defragmentation operations to address any fragmentation issues, as necessary.

The DBA shall implement any product upgrades, such as Service Oriented Architecture/ Business Process Execution Language (SOA/BPEL), Grid Control, Discoverer, business-to-business (B2B) migration, etc.

The DBA shall monitor production interfaces to support problem identification.

The DBA shall analyze issues forwarded to Tier 3 by Tier 2. The DBA shall research, design, build, test, promote, and monitor changes to RICECPW and validate patches to RICECPW components.

The DBA shall apply build/emergency/patch sets to Production environments and apply quarterly security patches as they become available by Oracle.

The DBA shall manage database environments to support troubleshooting production support problems, application of patches, and testing.

The DBA shall analyze scope, prepare, and execute CRs which may arise from high priority change requests authorized by the CCB process and recommend via the CCB process those changes that may provide more effective use or reduce maintenance costs for the GCSS-MC/LCM Increment 1 system, from what is in the currently implemented business rules.

The Contractor shall maintain Oracle wallets and Public Key Infrastructure (PKI) certificates for Oracle applications.

0. Systems Integration The Contractor shall integrate all hardware, software, applications, data, network, and component subsystems into a singular system. The Contractor shall provide daily workflow administration and troubleshooting to prevent or resolve redline and document script issues and provide RCA and resolution recommendations for issues requiring additional resources or change management approval.

0. Interface Administration The Contractor team shall coordinate with GCSS-MC/LCM Increment 1 external partners to maintain efficient interfaces required to satisfy user data requirements. Such coordination may take the form of code promotion, data or process changes, infrastructure upgrades, new subscriber support, external partner coordination meetings (IPTs, Working Groups), or other necessary support with systems including those listed in Table 2 :

Table 3: GCSS-MC/LCM Increment 1 System interfaces The Contractor shall analyze, troubleshoot, and resolve interface issues between GCSS-MC/LCM Increment 1 and external systems.

The Contractor shall monitor interfaces and make necessary immediate, responsive configuration changes to system interfaces to support operational needs. The Contractor shall properly document immediate and formal CM/CCB approved changes in appropriate Interface Control Documents (ICDs), System Interface Agreements (SIAs), and technical drawings. The Contractor shall work closely with the GCSS-MC cybersecurity team to coordinate updates to the Ports, Protocols and Services Management (PPSM) and maintain system accreditation.

The Contractor shall provide daily, weekly, and periodic Interface and External Tracking Reports (CDRL B001) with required interface metrics interface status during the past 24 hours, including interface status, downtime over the total records, total success, and success percentage. The Contractor shall analyze tracking reports and provide holistic assessments (CDRL B002) on GCSS-MC/LCM Increment 1 system impacts and provide recommendations for solutions.

The Contractor shall provide daily, weekly and periodic Error Handling Framework (EHF) reports for RICECPW (CDRL B003). The Contractor shall analyze reports and provide holistic assessments (CDRL B004) on GCSS-MC/LCM Increment 1 system EHF impacts and provide recommendations for solutions.

The Contractor shall provide technical assistance to Service Desk tickets, Incident and Problem Management to quickly identify, assess, and resolve changes and system outages. The Contractor shall provide a rapid response capability, conduct root cause analysis, perform and document necessary changes to interfaces and external reports to support operational requirements. The Contractor shall coordinate with internal and external interface stakeholders to troubleshoot interface issues, determine corrective action, and implement approved solutions.

The Contractor shall maintain awareness of production build impacts to workflows to determine if the fix worked and/or created additional errors.

The Contractor shall bulk correct most workflow errors by submitting scripts to the DBAs.

The contractor shall implement approved new or revised Increment 1 interfaces.

Deliverables CDRL B001 Interface and External Tracking Report CDRL B002 Interface and External Reports Assessment CDRL B003 EHF Report CDRL B004 EHF Assessment

0. Data Quality GCSS-MC/LCM Increment 1 processes more than 12–15 million records and 3 million transactions per day. The Contractor shall provide day-to-day data management to support the end-to-end process for managing the lifecycle development and collaboration points between the COTS software, system customizations, external systems, and third-party software.

The Contractor shall maintain data quality to ensure efficient business and transaction processing functions. The Contractor shall apply in-depth knowledge of data, data flow, and data structure to analyze issues, provide recommendations, and implement approved solutions to resolve issues through performance monitoring, incident and problem management. For issues involving records that are stuck in processing, or need to be reprocessed, the Contractor shall develop and execute scripts to appropriately clear the issue.

The Contractor shall conduct end-to-end analysis of data quality, integrity, and availability of GCSS-MC/LCM Increment 1 data, integrating both functional and technical perspectives and perform analysis of system changes resulting from data-related governance directives and policies.

The Contractor shall conduct data cleansing and reporting activities to system owners necessary to identify and correct data inconsistencies, such as incorrect formats, invalid values, or duplicate records.

The Contractor shall collect, compile, and evaluate GCSS-MC/LCM Increment 1 enterprise data discrepancies and conduct technical review of data from collection to instantiation (data lifecycle) within the system.

The Contractor shall support the technical/functional integration of GCSS-MC/LCM Increment 1 data, maintenance of data quality and integrity, and analysis of impacts to GCSS-MC/LCM Increment 1 for all system changes (planned and unplanned).

The Contractor shall identify and analyze trends and submit recommended Change Requests (CDRL D001) recommending enhancements that improve data quality.

Deliverable CDRL D001 Change Request

0. Information Assurance/Cybersecurity The Contractor shall provide Remedy Ticket assessments to assist the GCSS-MC/LCM Increment 1 Cybersecurity team with user accounts and system access issues and adjudicate at the lowest level or reassign tickets to the GCSS-MC Cybersecurity team.

The Contractor shall support Role Based Access Control (RBAC) implementation by maintaining components, including OIM, OID, and EBS.

The Contractor shall sustain the PKI.

The Contractor shall support system use of Electronic Data Interchange Personal Identifier (EDIPI) and provide Oracle Web certificate wallet management.

The Contractor shall conduct user account auditing.

The Contractor shall provide the GCSS-MC/LCM Increment 1 ISSM with augmented GOC support to maintain the Authentication Stack base software and RICECPW.

0. On-Call/Extended Shift Support In the event of a problem, application, or system outage requiring immediate attention, hosting interface or coordination, or an initial fielding requirement, the Contractor shall be available on-call to work extended hours to perform these mission essential tasks as directed by the GOC Manager. An on-call requirement necessitates that the Contractor be available within a 2-hour window to perform a required task through its resolution.

An extended shift requirement is the requirement for the Contractor to remain engaged on a problem, application, or system outage requiring immediate resolution, hosting interface or coordination, or an initial fielding requirement until the aforementioned are addressed. In the event of a scheduled or unscheduled outage requiring on-call or extended shift support, the Contractor must notify the government and receive COR authorization prior to executing extended shifts.

Occasionally Increment 1 experiences unanticipated outages. These outages may be the result of problems originating with the Increment, hosting site, the Marine Corps Cyber Operations Group (MCOG), or the Marine Corps Enterprise Network (MCEN). Disruption of this Marine Corps business-critical system, and the enterprise functions they support, demands immediate attention and resolution. When required, the Contractor shall provide skilled personnel in network engineering, application development, database administration, and cybersecurity to assist in identifying and resolving issues. During these outages, the Contractor shall be prepared to provide 24-hour-a-day, 7-day-a-week, 365-day-ayear support and shall work closely with other Government organizations and vendors to identify and resolve issues. Designated personnel will also participate in on-call duties should a service disruption require immediate response and resolution. Identification and designation of on-call personnel is task dependent. Should a service disruption extend beyond a reasonable period (more than a normal 8-hour work day), Contractor personnel will be expected to both extend (work more than eight (8) hours per day) and adjust work schedules to support service restoration activities. Information, status, and actions taken to coordinate resolution of the outage will be provided to the PMO through recurring Crisis Action Team meetings and updates until resolved. Contractor on-call and surge support is not unique, rather just reflective of an increase in workload and/or adjusted work schedule, and defined as part of the performance requirements

1. Enterprise Service Desk The GCSS-MC Enterprise Service Desk is the initial customer point of contact for worldwide GCSS-MC/LCM Increment 1 user support. The Service Desk responds to a variety of SRs, including account and access requests, technical SRs, requests for change, and service issues.