M67854-18-R-7600_A0003.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83)

Prescribed by GSA

FAR (48 CFR) 53.243

The purpose of this Amendment is to answ er questions 226 to 229 and to make administrative changes to Sections C (1.3, 3.2.1, 3.2.1.3, and 3.3.2), changes to L (L-8.2A Continuations of Services and L- 4 Proposal Due Date), and administrative changes to all CDRLs.

1. CONTRACT ID CODE PAGE OF PAGES

1 70

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 10-Aug-2018

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X M67854-18-R-7600

X 9B. DATED (SEE ITEM 11)

12-Jun-2018

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer X is extended, is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE

RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN

REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

10-Aug-2018

CODE

MARINE CORPS SYSTEMS COMMAND - CT 2.76

ATTN: CLINTON.WELLS@USMC.MIL

2200 LESTER STREET

QUANTICO VA 22134

M67854 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

M67854-18-R-7600

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION C - DESCRIPTIONS AND SPECIFICATIONS

The following have been modified:

PERFORMANCE WORK STATEMENT

1 OVERVIEW

1.1 SCOPE

1.2 PROGRAM BACKGROUND

1.3 SYSTEM DESCRIPTION

2 GENERAL REQUIREMENTS

3 SPECIFIC REQUIREMENTS

3.1 SERVICE MANAGEMENT

3.2 SERVICE OPERATIONS

3.3 GCSS-MC PRODUCTION/PSS ENVIRONMENT SUSTAINMENT

3.4 SOLUTION DEVELOPMENT ENVIRONMENT

3.5 ENTERPRISE TRAINING AND TRAINING DEVICES

3.6 PRODUCT LIFECYCLE SUPPORT

3.7 SERVICE TRANSITION

3.8 SYSTEMS ENGINEERING SUPPORTING ACTIVITIES

3.9 FUTURE INITIATIVES

3.10 PROGRAM MANAGEMENT

3.11 CONTRACT TRANSITION

3.12 ADDITIONAL REQUIREMENTS

3.13 AMERICANS WITH DISABILITIES ACT (ADA)

4 APPLICABLE REFERENCES, STANDARDS AND POLICIES

5 NOTIONAL DELIVERABLES/DELIVERY SCHEDULE

6 GOVERNMENT FURNISHED EQUIPMENT

7 ACCESS TO GOVERNMENT FACILITIES

8 GOVERNMENT FURNISHED MATERIALS

9 GOVERNMENT FURNISHED INFORMATION

10 TRAVEL AND OTHER DIRECT COSTS (ODC)

11 SECURITY REQUIREMENTS

11.1 ORGANIZATION

11.2 PERSONNEL

11.3 OPERATIONS SECURITY (OPSEC) REQUIREMENTS

11.4 DATA HANDLING AND USER CONTROLS

Tables

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

Table 2: RICECPW Definitions

Table 3: GCSS-MC/LCM Increment 1 System Interface Capability Groupings

Table 4: Service Desk Metrics

Table 5: Key Personnel

Table 6: Reference Document List

Figures

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

Figure 2: Reliability Formula

Figure 3: Operational Availability Formula

Figure 4: Maintainability Formula

Figure 5: Systems Engineering Process

Figure 6: GCSS-MC Configuration Management Process

1 OVERVIEW

1.1 SCOPE

This Performance Work Statement (PWS) sets forth the requirements for the Offeror to provide Post Deployment

System Support (PDSS) for the Global Combat Support System – Marine Corps/Logistics Chain Management

(GCSS-MC/LCM) Increment 1 system. The scope of support includes: Service Management, Service Operations

(Enterprise Service Desk and GCSS-MC Operations Center (GOC) support for the GCSS-MC/LCM Increment 1 production system); Production and Pre-Production system sustainment; Solution Development Environment;

Enterprise Training & Training Devices; Product lifecycle support; Service Transition for Change Requests (CRs), Engineering Change Proposals (ECPs), RICE Reduction, and potential tasks to support GCSS-MC future initiatives.

The Offeror shall follow established DoD, systems engineering, software engineering, and program processes, policies and regulations in executing defined tasks. 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 (PMO); Marine Corps Enterprise

Information Technology Services (MCEITS); Marine Corps Cyber Operations Group (MCCOG); Kansas City

Information Technology Center (KCITC); and other vendors and Contractors as identified by the Government.

1.2 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 the body of 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 listed in the following table:

PDSS Activities

System and Database Administration System Integration

Interface & Data Management Application Sustainment/Development

Information Assurance/Cybersecurity Configuration/Change Management

Defect Management Engineering Change Proposals

Asset Tracking Training & Training Devices Management

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

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 and enterprise-wide standard processes, and the inability to monitor asset availability and maintain situational awareness. Figure 1 depicts current logistics business processes and sub-processes supported by GCSS-MC/LCM Increment 1.

Business

Process Business Sub Process

Business

Process Business Sub Process

Request

Management Create or Update Service Request Maintenance Field Maintenance with Replacement Parts

Request for Service Create Preventative Maintenance Schedule

Mass Transfer of Install Base Ownership Readiness

Retire Install Base Items Repair with Tasks

Maintenance-Related Returns Create Warranty Contract

Request for Supply Discrete Manufacturing

Request for Technical Assistance OBIEE Reports

Create and Maintain Accountable and

Responsible Officers

Finance

Create Budget

Flagging Install Base Items for Readiness Depreciate Assets

OBIEE Reports Automated Processes

Supply Order Management Execution Budget Inquiry

Secondary Repairable or T/E Items Perform Period End Account Maintenance

Advance Supply Chain Planning Year End Close

Miscellaneous Inventory Transactions Funds Check Internal

Classify/Declassify SECREP

ERS Invoices Created and Matched to

Purchase Orders

Requisition to Receipt New Year Open

Demand Planning

General Ledger Journal and Account

Inquiry

Spares Management Minimum/Maximum

Planning Period End Processing and Reporting

Item Master and Bill of Materials (BOM) Update Value of Fixed Assets

Inquiries and Reports OBIEE Reports

Forecasting System

Administration Task Organization

Inventory Minimum/Maximum Planning Daily Business Intelligence

Add New System Item Reports

Readiness User Management

Return of Spares Tools

Supply Costing Login

Quality Logout

Warehouse Management

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

In 2015, GCSS-MC/LCM Increment 1 fielded Release 1.1.1, providing an interim deployable capability for GCSS-

MC users either preparing to operate or operating in forward deployed environments. Release 1.1.1 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. However, this functionality is not currently being utilized. 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. In addition, GCSS-MC/LCM Increment 1 was configured to support advanced warehouse management functions. This capability will be fully fielded in 2QFY19 and the

Offeror will be responsible for the sustainment after fielding.

1.3 SYSTEM DESCRIPTION

The GCSS-MC/LCM Increment 1 system is an integrated composite Enterprise Resource Planning (ERP) system with the Oracle EBS product at its core. Components of this integrated system include a customized Common

Access Card (CAC) enabled authentication architecture with role based authorization, a reporting capability handled by the Oracle Business Intelligence Enterprise Edition (OBIEE); 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 currently comprised of 3 “instances” that consist of six environments serving different purposes. At the KCITC instance is where the Enterprise Production System (PROD) and Production

Support System (PSS) environments are physically located. The Solution Development Environment (SDE) instance contains the Development (DEV), Configuration Management (CM) and Training environments. The

Mobile Training Suites (MTS) instance is housed within its own environment. The PROD and PSS environments reside within the same hardware system but are logically separated. The DEV, CM, and training environments also share common hardware but are logically separated. The Training environment, although it can be hosted on shared hardware, is a separate environment that allows for the development, testing, and dissemination of training system updates and training material. The MTSs are utilized by the Formal Learning Centers (FLCs) and each of the major commands to conduct sustainment training of the GCSS-MC/LCM Increment 1 system. Each instance has its own environment of the GCSS-MC/LCM Increment 1 application to support its function. The following subparagraphs provide further description of the GCSS-MC environments.

Enterprise Production System

The Enterprise Production System, commonly referred to as PROD, is comprised of Oracle Engineered Hardware

(OEHW) with the Exadata 6-2 as its foundation. The PROD was located at the MAGTF Information Technology

Support Center-East (MITSC-East), Camp Lejeune, NC. A migration to the Exadata 6-2 system in the Kansas City

Information Technology Center (KCITC), Kansas City, MO, was completed in 2017. The GCSS-MC/LCM

Increment 1 Production system is web-accessible to over 25,000 worldwide users, serving between 5,000 and 6,600 distinct users per day, with a daily maximum concurrent usage of 1,200 to 1,650 users.

Production Support System

The PSS resides on the same hardware as the PROD but is logically separated from the Production environment.

The PSS is used to conduct Government Acceptance Testing (GAT) and the staging of changes before they are deployed to the Production system. The term “Production” or “Production System” used in this solicitation shall refer to the Enterprise Production System and the Production Support System unless otherwise stated.

Solution Development Environment

The GCSS-MC/LCM Solution Development Environment (SDE) resided in the Carpathia facility near Dulles, VA.

However, a new SDE was established at El Segundo, CA in CY17. The new SDE system mirrors the R12

Production environment located at KCITC. The SDE provides for the development, testing, troubleshooting and

CM of the GCSS-MC R12 application. The Contractor shall establish their own SDE after the Contractor

“transition-in” period is complete. An SDE consists of the hardware and software to create the DEV and CM environments and has the ability to include additional concurrent environments. The DEV provides an environment for application development, troubleshooting, and unit testing. Developed changes and solutions are promoted to the CM environment, which mirrors the R12 Production environment and is used for integration level testing and troubleshooting. The SDE also serves as a staging area for changes awaiting promotion to the PSS for GAT. The code and build repositories are also co-located in the SDE.

Mobile Training Suites

The Mobile Training Suites (MTSs) provide a stand-alone capability to deliver GCSS-MC training at the user location where network connectivity to the Enterprise Training environment is not available. MTSs consist 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. MTSs are built within portable enclosures so they 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 curricula are developed or updated, a Gold Disk image is sent to each major command and the image is uploaded to the MTS. MTSs are deployed to various locations worldwide.

1.3.1 System Software/Oracle Enterprise Business Suite (EBS)

In addition to EBS’s out of-the-box functionality, GCSS-MC/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 250 RICE objects into the current production baseline. The system is upgrading to Release 12 (R12) and is expected to be implemented by contract award. The R12 introduces CPW (Configurations, Personalizations, and Workflows) and an extension upgrade which brings total RICECPW to 277. Additionally, the Warehouse Management System (WMS) module will introduce new RICECPW and is expected to be implemented prior to contract award.

RICECPW

Object Definition

Reports Unique to the Marine Corps Supply and Maintenance capabilities

Interfaces GCSS-MC/LCM connections to external systems. Increment 1 has approximately 40 interfaces

Conversions Programs to transfer data from legacy systems to the new system. Most Increment 1 conversions are now shut off as the systems conversion is completed

Enhancements (or

Extensions) Changes to the existing EBS application that add Marine Corps functionality

Configurations Profile options, user-defined flex fields, function and data security setups

Personalization

New prompts, titles, text, added. Existing prompt and title changes, reordering of items or regions workflows. How content is routed for review, approval, and release to the system.

Workflows Content routing process for review, approval, and release to the system

Table 2: RICECPW Definitions

In addition to Oracle EBS, the system includes the use of other Oracle 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.

1.3.2 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.

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. OUM includes support for the

Unified Modeling Language (UML). GCSS-MC/LCM Increment 1 Release 1.1 uses AIM. GCSS-MC/LCM

Increment 1 Release 1.1.1 further introduces OUM. Customizations, Personalizations, and Workflows were added to support the R12 technical upgrade.

2 GENERAL REQUIREMENTS

2.1 CONTRACT DATA REQUIREMENTS LIST (CDRL)

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) and in accordance with the CDRL submission instructions.

2.2 CONTRACTOR PERSONNEL

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.

2.3 MANPOWER REPORTING

The contractor shall report contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the United States Marine Corps via a secure data collection site.

Contracted services excluded from reporting are based on Product Service Codes (PSCs). The excluded PSCs are:

(1) W, Lease/Rental of Equipment;

(2) X, Lease/Rental of Facilities;

(3) Y, Construction of Structures and Facilities;

(4) S, Utilities ONLY;

(5) V, Freight and Shipping ONLY.

The contractor is required to completely fill in all required data fields using the following web address:

https://doncmra.dmdc.osd.mil.

Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year

(FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. Contractors may direct questions to the help desk, linked at dod.ecmra-don-support-desk@mail.mil.

2.4 COMMON ACCESS CARD (CAC) REQUIREMENT

The COR will identify and approve those contractor employees performing on this contract that require CACs in order to perform their job function. In accordance with Headquarters, United States Marine Corps issued guidance relative to Homeland Security Presidential Directive – 12 (HSPD-12), all personnel must meet eligibility criteria to be issued a CAC. In order to meet the eligibility criteria, contractor employees requiring a CAC, must obtain and maintain a favorably adjudicated Personnel Security Investigation (PSI.) Prior to authorizing a CAC, the employee’s Joint Personnel Adjudication System (JPAS) record must indicate a completed and favorably adjudicated PSI or (at a minimum) that a PSI has been submitted and accepted (opened). The minimum acceptable investigation is a T-1 or a National Agency Check with Written Inquiries (NACI). If a contractor employee’s open investigation closes and is not favorably adjudicated, the CAC must be immediately retrieved and revoked.

Facility Security Officers (FSOs) are responsible for notifying the MARCORSYSCOM AC/S G-2 if any Contractor performing on this contract receives an unfavorable adjudication after being issued a CAC. The FSO must also notify the MARCORSYSCOM AC/S G-2 of any adverse/derogatory information associated with the 13

Adjudicative Guidelines/Factors concerning any contractor issued a CAC, regardless of whether a JPAS Incident

Report is submitted.

Each CAC is issued with a “ctr@usmc.mil” e-mail account that the individual Contractor is responsible to keep active by logging in on a regular basis (at least twice a month), sending an e-mail and clearing any unneeded e-mails. Contractors are prohibited from “auto-forwarding” their .mil e-mail account to their .com e-mail account. If the ctr.usmc.mil e-mail account is not kept active, the G-6 will deactivate the account and CAC will lose its functionality. Contractor employees shall solely use their government furnished “ctr@usmc.mil” e-mail accounts for work supporting the USMC, conducted in fulfillment of this contract, and shall not use a contractor supplied or personal e-mail account to conduct government business. The use of a contractor or personal e-mail account for contractor business or personal use is allowed, but only when using cellular or a commercial internet service provider.

CACs will be issued to only those Contractors supporting this contract that have been authorized by the COR. The

COR will authorize CACs only for those Contractors that meet current Homeland Security Presidential Directive –

12 (HSPD-12) criteria and have a definitive requirement.

If a Contractor loses their eligibility for a CAC due to an adverse adjudicative decision, they have also lost their eligibility to perform on MARCORSYSCOM contracts. CACs are not issued for convenience.

3 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.

3.1 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 sustaining engineering 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 SDE Technical Data Package as provided in the GFI. The key processes are depicted in the GCSS-MC/LCM Program Sustaining Engineering Plan Version 1.0, Figure 6: end to end processes, page 21. Level 3 processes are documented in “Process Analysis and Narrative” documents for each of the sustaining engineering processes. The Contractor shall coordinate and co-chair a quarterly Systems

Engineering (SE) Process Integrated Product Team (IPT) and present SE process status, metrics and trends, as requested. The Contractor shall identify, communicate, discuss, plan, and execute approaches to improve SE processes and, metrics. The Contractor shall update annually the SE Sustaining Engineering Process Plan and update each process “Process Analysis and Narrative” document. For candidate processes approved by the SE

Process IPT, the Contractor shall develop supporting Process Narrative documents for SE Process IPT approval.

3.1.1 System Performance and Metric Analysis

The GCSS-MC/LCM Increment 1 System 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. GCSS-MC/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, creating process IPT presentations and materials, presenting metrics and recording minutes and action items for the SE Process IPT.

The Contractor shall evaluate GCSS-MC/LCM Increment 1 system performance requirements, and the Metrics

Management Plan and measurement techniques. The Contractor shall apply IT and industry best practice and provide recommendations 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.

3.1.2 Service Agreements

To achieve defined service levels, the PMO has established several SLAs and Memoranda of Agreement (MOAs) with external service providers, including MITSC-E, MCEITS, KCITC 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 or propose new SLAs and provide recommendations to enhance alignment to service level objectives. The Contractor shall monitor and report 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.

3.1.3 Continual Service Improvement

Continual Service Improvement (CSI) 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 system.

The Contractor shall monitor system performance and program processes and identify opportunities for CSI. 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.

3.2 SERVICE OPERATIONS

Service operations provides execution of the day-to-day processes, functions and activities necessary for delivering reliable, high quality GCSS-MC/LCM Increment 1 services. Service operations encompasses the Enterprise Service

Desk, IT Operations Management, Technical Management, and Production/PSS infrastructure sustainment. GCSS-

MC/LCM Increment 1 follows the 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 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 manage and resolve service requests, events, incidents, and problems.

The Enterprise Service Desk serves as the PMO’s interface to GCSS-MC/LCM Increment 1 users. 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 execute GOC and Enterprise Service Desk services, functions and processes 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-hour-a day/7-day-a-week/365-day-a-year 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, Cybersecurity, Business System Integration (BSI), and support contractors to ensure delivery of reliable and responsive Service Operations support.

3.2.1 GCSS-MC Operations Center

The Contractor provided 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, Application Management and User Community

Communication. 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) and production support system (PSS). 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 require remediation activities to prevent service disruption. Events are typically captured in system logs but are not currently linked to Remedy or BMC’s Information Technology Service Management (BMC ITSM). 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 GOC shall be physically located in a secure contractor facility within a 30 miles radius of Marine Corps Base-

Quantico.

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 present updates to the Government at the weekly Operations & Sustainment (O&S) meeting and prepare and deliver an O&S Status Brief to the PMO summarizing system status, performance trends, and activities.

The Contractor shall provide necessary skill sets necessary to sustain 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 that system availability meets requirements and user expectations. The Contractor 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 Contractor GOC shall perform system tuning to maintain system performance and availability. The Contractor GOC shall develop and implement system health and performance corrective action procedures as required. The Contractor shall provide recommendations for continual service improvement that enhance system performance, achieve efficiencies, or reduce operating costs.

The Contractor GOC shall identify, coordinate, and execute with the troubleshooting efforts with the KCITC 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 PMO SLA with KCITC that enhance production coordination and support execution between GCSS-MC/LCM Increment 1 and KCITC.

The Contractor GOC shall resolve unplanned system outages and periods of unavailability. The Contractor GOC shall also 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 maintain, recommend updates, and implement updates to GOC related documents, including existing procedures, SOPs, and technical documents to reflect current processes, procedures, and technical implementation. All GOC technical data are expected to be Government-funded and therefore expected to come to the government with unlimited rights. Any such data that the contractor expects to restrict must be identified in a proper and timely assertion of restrictions listing. All GOC data, technical or non-technical, shall be delivered to the government, regardless of any data rights restrictions during transition at the end of the contract.

The Contractor 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 Contractor GOC shall manage, schedule, and coordinate both planned and unplanned outages and initiate notifications with the PMO in the event of planned emergency outages. The Contractor GOC shall initiate, request, coordinate resources, monitor, and manage all required GCSS-MC/LCM Increment 1 PROD and PSS planned and unplanned outages required for system maintenance. The Contractor GOC shall coordinate with the PMO to develop user notifications and notify users of both planned and unplanned outages and changes to the system’s functionality.

The Contractor 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 Contractor

GOC shall monitor workflow error counts to ensure the system does not have a problem transacting. The Contractor

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 Contractor 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 Contractor GOC shall investigate the cause(s) and execute corrective course(s) of action for the workflow communicating a fix or TA.155PROD24 SOP update via a Change Request (CR).

The Contractor GOC shall review, coordinate, and manage the execution of automated Build Release patches, Patch

Sets, Emergency patches, and Oracle Quarterly Critical Patch Updates (CPUs) / Information Assurance

Vulnerability Alerts (IAVAs). The Contractor GOC shall perform roll-back activities of Build Release patches in the event of an issue with the release. The Contractor GOC shall assist with implementing code, configuration, and design changes into the PSS. Upon completion of GAT and approval by the Government, the Contractor GOC shall deploy new software releases and patches into the Production environment.

3.2.1.1 Enterprise Application Administrator (EAA)

The EAA is responsible for application setup, configuration, maintenance, upgrades, migrations and remediation of enterprise applications. The EAA maintains system applications and ensures applications are functioning properly, backups are taken, and growth, patching, and application end-of-life are monitored and managed. As many applications are reliant on properly configured and running databases, the Contractor EAA shall work with infrastructure and development team members to ensure the proper operations of applications and databases within the GCSS-MC environments.

The Contractor EAA shall resolve application problems not resolved at the Tier 3 level. Support may include coordinating vendor and host site support. The Contractor EAA shall collaborate with and forward problems to the appropriate entity for resolution and corrective action.

The Contractor 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 and for problem management issues (CDRL

A001).

The Contractor shall manage and maintain a Knowledge Base (KB) (CDRL A002) to facilitate efficient and effective resolution of user problems (currently maintained in Remedy ITSM). New KB articles, templates, and procedures recommended by the EAA shall be submitted for approval by the PMO (CDRL A002) via the GCSS-MC

Training Resource Manager (TRM) and the Incident Management and Problem Management workflow processes.

The Contractor shall develop and submit CRs 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 on code fix designs in accordance with the Government’s Configuration and Change Management processes.

Deliverable

CDRL A001 – Scientific and Technical Report - (RCA Report)

CDRL A002 - Scientific and Technical Report - (Knowledge Base (KB))

3.2.1.2 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.

3.2.1.3 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 Contractor DBA shall monitor database performance, maintain database integrity, apply necessary patches, and perform preventive and corrective actions to sustain and improve system performance.

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

The Contractor 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 Contractor DBA shall resolve data correction issues identified through monitoring and SR submissions.

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

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

The Contractor DBA shall monitor the growth of the database segments and conduct capacity planning and forecasting. The Contractor shall report and present this data to the Government at the Weekly O&S meeting.

The Contractor 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 Contractor DBA shall implement any product upgrades, such as Service Oriented Architecture/ Business

Process Execution Language (SOA/BPEL), Grid Control, OBIEE, B2B migration, etc. as approved by change management.

The Contractor DBA shall monitor production interfaces to support problem identification and create CRs to address valid issues.

The Contractor DBA shall analyze issues forwarded to Tier 3 by Tier 2 (CDRL A001). The Contractor DBA shall research, design, build, test, and promote approved changes per the Government’s Service Transition processes, monitor changes to RICECPW, and validate patches to RICECPW components.

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

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

The Contractor DBA shall analyze scope (CDRL A001), prepare, and execute CRs which may arise from high priority CRs authorized by the change management process and recommend via the change management 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.

Deliverables

3.2.1.4 Systems Integration

The Contractor shall integrate all hardware, software, applications, data, network, and component subsystems into an efficient single 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 (CDRL A001) or change management approval.

3.2.1.5 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 the interface capability groupings listed in

Table 3:

Interface Capability Grouping

Master Data Management (Referential Base Files)

Force Structure & Personnel Data

Customer and Vendor Data

User Registration

MRP, DoD Source Supply, CMOS, GCSS Army, GSA

Legacy Systems Warehousing

Core $$$ (funding transactions)

RF-ITV (Radio Frequency In-Transit Visibility)

War Reserve System

Depot

Table 3: GCSS-MC/LCM Increment 1 System Interface Capability Groupings

The Contractor shall analyze, troubleshoot, and resolve interface issues between GCSS-MC/LCM Increment 1 and external systems. The groupings of interface capabilities are current as of the time of the publishing of the solicitation; however, the groupings and the…