EUHW Attch 1 EUHW PWS_v6_with Track Changes.pdf

END USER HARDWARE (EUHW) 9 JANUARY 2019

PERFORMANCE WORK STATEMENT V 6.0 FINAL

iv

NAVAL ENTERPRISE NETWORKS (NEN)

Solicitation: N00039-18-R-0004

End User Hardware (EUHW)

Attachment 1, Performance Work Statement (PWS)

Final v 6.0

DATE: 9 January 2019

Program Executive Office Enterprise Information Systems

Program Manager, Naval Enterprise Networks

1325 10th Street, SE, Suite 301

Washington, DC 20374

UNCLASSIFIED

v

Table of Contents

1. INTRODUCTION

1.1 DoD Management Domains

2. SCOPE

3. REQUIREMENTS

3.1 Program Management

3.1.1 Key Personnel

3.1.2 Risk, Issue, and Opportunity Management

3.1.3 Governance

3.1.3.1 NEN Governance Boards

3.1.3.1.1 Program Management Reviews (PMR)

3.1.4 Contractor Performance Assessment Reporting System (CPARS)

3.1.5 Enterprise-Wide Contractor Manpower Reporting Application (ECMRA) 6

3.1.6 Associate Contractor Agreements (ACA)

3.2 Service Order Provisioning and Delivery

3.2.1 Core Build Imaging

3.2.2 Hardware

3.2.2.1 End User Hardware As-a-Service (EUHWaaS)

3.2.2.2 Purchased End User Hardware

3.2.2.3 Peripherals

3.2.3 Technical Requirements

3.2.3.1 End User Hardware Device Categorization

3.2.3.1.1 General Purpose (GP) Desktop/Laptop/Tablet

3.2.3.1.2 Mid-Range Desktop/Laptop

3.2.3.1.3 High Performance Desktop/Laptop

3.2.3.1.4 Rugged Laptop

3.2.3.1.5 Rugged Tablet

3.2.3.1.6 2-in-1 Detachable

3.2.3.1.7 Zero/Thin Client

3.2.3.1.8 Ultra-Small Desktop

3.2.4 State of the Shelf (SOTS)

3.2.4.1 EUHW SOTS Definition and Methodology

3.2.4.2 EUHW SOTS Implementation

3.2.5 EUHWaaS Device Refresh

vi

3.2.6 EUHWaaS Deployable Computing

3.2.7 Service Management of EUHWaaS Devices

3.2.8 EUHW Service Desk Functionality

3.2.9 Legacy EUHWaaS Support Services

3.2.10 EUHWaaS Buy-Back

3.3 Service Order Management

3.3.1 Initial Contractor Ordering Capability

3.3.2 Contractor Ordering Application Integration

3.4 Logistics Management

3.4.1 Supply Chain Risk Management

3.4.2 Equipment Recall

3.4.3 Purchased EUHW Warranty Management

3.4.4 Asset Management

3.4.4.1 EUHWaaS Asset Management

3.4.4.2 Purchased EUHW Asset Management

3.4.5 Shipping, Packing, Tracking, Handling, Storage, and Transportation

Requirements

3.4.5.1 USMC Purchased EUHW Shipping Requirements

3.4.6 Hardware Device Return & Disposal

3.5 Transition Services

3.6 Program Security

3.7 Service Level Management

Appendix A Reference Documents

Appendix B CDRLs 3332

Appendix C Acronyms

Tables and Figures

Table 3.1.3.1: NEN Governance Entities

Table 3.2.2: Hardware Peripherals ……………………………………………………………. 10

Table 3.2.3.1: EUHW Category Matrix……………………………………………………….. 11

Table 3.2.4.1: EUHW State of the Shelf (SOTS) Concept…………………………………….. 15

1. INTRODUCTION

The Department of the Navy (DON) operates one of the largest combined networks in the world, comprised of the Navy Marine Corps Intranet (NMCI), the Outside Continental United States

(OCONUS) Navy Enterprise Network (ONE-Net), the Marine Corps Enterprise Network

(MCEN), and other legacy networks. The NMCI, Government Owned/Contractor Operated

(GO/CO) and the MCEN, Government Owned/Government Operated (GO/GO) together provide secure end-to-end Information Technology (IT) services to more than 400,000 hardware devices and 600,000+ users at over 1,600 Continental United States (CONUS) sites and Hawaii, Alaska, and Puerto Rico, as well as the MCEN OCONUS sites, including Germany, Japan, Korea, Guam, Australia, and Bahrain, varying from installations to single user locations. For the Navy, ONE-

Net provides equivalent secure end-to-end IT services to nearly 30,000 hardware devices and

45,000+ users across 82 locations within three (3) OCONUS regions based out of Yokosuka, Japan; Manama, Bahrain; and Naples, Italy. ONE-Net is currently managed and operated as a hybrid of GO/CO and GO/GO methodology. See End User Hardware (EUHW) Navy Site

Listing (Attachment 6) for more information on locations.

The Naval Networking Environment (NNE) will comprise the NMCI, MCEN, ONE-Net as well as other networks across the DON. Naval Enterprise Networks (NEN) is the DON Program

Office that procures services and solutions to satisfy requirements for the NMCI, ONE-Net, and the MCEN. Services provided will be interoperable with, and leverage, other Department of

Defense (DoD) net-centric enterprise services.

DoD agencies and other military departments (MILDEPs) may use this contract for EUHW services as described herein.

1.1 DOD MANAGEMENT DOMAINS

DoD agencies/MILDEPs may function within single or multiple management domains separate from DON domains. Specific Government transition plans will be in place prior to work commencing under this contract.

DoD agency/MILDEP management domains will be GO/CO, similar to the Navy Management

Domain consuming services as described for the Navy as well as leveraging the same CDRLs and CLIN structure.

2. SCOPE

This Contract provides End User Hardware (EUHW) to the Government for the use of unclassified Non-secured Internet Protocol Network Router (NIPRNet) and classified Secret

Internet Protocol Network Router (SIPRNet) networks. Legacy EUHW are those end user devices provided as a service under the previous/incumbent Contractor. Legacy EUHW shall be provided and managed by the vendor in an uninterrupted capacity until Phase-in of the new

EUHW. New EUHW will be either acquired as a service (aaS) or purchased, as described in sections 3.2.2.1 and 3.2.2.2. EUHW includes the following: laptop, desktop, tablet, 2-in-1 detachable, ultra-small desktop, and zero/thin client device. A single EUHW device may support multiple users and their associated accounts. The Contractor shall install the Government-provided core build software image on designated EUHW. Images will include the Marine Corps

Enterprise Desktop Standard (MCEDS), NMCI, and ONE-Net images, and any future images provided by other DOD Agency/MILDEPs as Government Furnished Information (GFI). The

Government NIPR and SIPR images are designated as Controlled Unclassified Information

(CUI) For Official Use Only (FOUO); performance of this contract does not require access to, or generation of, “CLASSIFIED” information.

Service management, integration and transport services will be provided by the Network

Manager except for those EUHWaaS services defined herein. The Network Manager will be the

Service Management, Integration and Transport (SMIT) contractor for NMCI and ONE-Net; the

Network Manager for the MCEN will be defined as either the Government or a contractor in individual orders.

3. REQUIREMENTS

3.1 PROGRAM MANAGEMENT

3.1.1 Key Personnel

The Contractor shall provide, as key personnel, a dedicated Program Manager (PM) and a

Contracts Manager for the duration of the Contract. Both key personnel must be approved by the

Government’s Procuring Contracting Officer (PCO) and shall meet minimum qualifications as stipulated below. Regarding all key personnel, the Contractor shall coordinate the replacement of such personnel with the Government at least thirty (30) days in advance of turnover.

a. Program Manager shall:

i. Maintain overall programmatic (cost, schedule, performance) responsibility for the execution of the contract and the delivery of EUHW and associated services.

Serve as the single point of contact for EUHW-related program and multi-provider coordination-related issues and incidents issues. Communicate critical and time sensitive program-related information directly to the NEN Program

Manager, Deputy Program Manager, and other designated Government personnel.

Represent the Contractor at program-related meetings attended by, or at the request of, the NEN Program Manager or Deputy Program Manager.

ii. Meet the following qualifications:

a) Ten (10) years of combined experience managing and/or executing the planning, provisioning, and/or delivery of EUHW to organizations with at least 100,000 users across multiple locations. This experience includes managing or executing efforts involving replacement of either end-of-life

(EOL) or technically obsolete hardware.

b) SECRET Department of Defense (DoD) Clearance.

c) Program Management Professional Certification, Defense Acquisition

Workforce Improvement Act (DAWIA) Level III Program Management

Certification, or equivalent.

b. Contracts Manager shall:

i. Maintain overall responsibility for contracts management, including providing formal contractual information and notifications, as well as representing the

Contractor in any negotiations or modifications to the EUHW Contract, and is the single point of contact for the PCO for all contract-related matters. Represent the

Contractor at all contract-related meetings attended by, or at the request of, the

PCO or his/her delegates.

ii. Meet the following qualifications:

a) Bachelor's degree from an accredited college or university.

b) Five (5) years of contract management experience with the Department of

Defense. At least three (3) years of experience managing information technology contracts with a total value of $75M (million) annually. This experience includes managing contracting efforts involving replacement of either end-of-life or technically obsolete hardware.

c) SECRET Department of Defense DoD Clearance.

3.1.2 Risk, Issue, and Opportunity Management

Risk Management for EUHW provides an organized means of identifying, measuring, and ranking risks and developing, selecting, and managing options for resolving or mitigating those risks. Risk, issue, and opportunity management should be forward-looking, structured, continuous, and informative.

The Contractor shall:

a. Develop, submit, and execute a risk, issue and opportunity management implementation methodology in accordance with the Department of Defense Risk, Issue, and Opportunity

Management Guide for Defense Acquisition Programs, January 2017 (Appendix A). The

Contractor shall include this methodology in a Program Management Plan (PMP) (CDRL

A201).

b. Document and update the status of Contractor risks, issues and opportunities for inclusion in the Monthly Status Report (MSR) (CDRL A202).

3.1.3 Governance

NEN has established an Enterprise Governance Model for CONUS/OCONUS incorporated within the NEN Operating Model (Appendix A) Environment. This governance uses decision-making boards/bodies, controls and/or metrics, and standards to ensure the performance of the

Service Lifecycle is in compliance with DON requirements. Governance efforts will render decisions to manage risks and ensure service levels and performance measures are met. The

NEN Enterprise Governance Model will support a multi-vendor/multi-contract environment. The

Contractor shall participate and recommend improvements which align with industry and

Government standard frameworks.

3.1.3.1 NEN Governance Boards

NEN has various Program Management Office (PMO) Governance Boards, also referred to as

“Governance Entities”, to support the management and delivery of services. The NEN

Governance entities which involve the Contractor and the anticipated frequency of convening with those entities are provided in Table 3.1.3.1.

Table 3.1.3.1: NEN Governance Entities

NEN GOVERNANCE ENTITY FUNCTION FREQUENCY

EUHW PWS

Section

Reference

Program Management Review (PMR) Program Review

Decision Making Semi-Annual 3.1.3.1.1

Schedule Change Control Board (SCCB) Decision Making Monthly 3.2.5

For each NEN Governance Board/ Entity cited in Table 3.1.3.1, the Contractor shall:

a. Prepare for and participate in designated meetings at Government request.

b. Identify and designate the appropriate Subject Matter Experts (SMEs) to attend the meeting(s) and address required agenda items.

c. Follow up on issues with designated Governance POCs and complete action items identified by respective Governance Boards.

3.1.3.1.1 Program Management Reviews (PMR)

The Contractor shall:

a. Participate in semi-annual PMRs in the Washington, D.C. area, unless otherwise directed by the Government. PMRs will be held jointly with the Network Manager when requested by the Government, to include: an overview of enterprise operations, schedule performance, contract status (including a discussion of open issues and negotiations in process), status of operations, operational metrics and trending, metrics for key projects, and an overall assessment of program risk.

b. Coordinate the Meeting Agenda, Meeting Presentation Material, and Meeting Minutes with the Network Manager.

3.1.4 Contractor Performance Assessment Reporting System (CPARS)

The Contractor Performance Assessment Reporting System (CPARS) has been established to collect Past Performance information on defense contractors as required by FAR 42.1502 (Class

Deviation 2013-O0018).

The Contractor shall submit CPARS reports (initial, intermediate, final, out-of-cycle, and addendum) as required in the CPARS Policy Guide that is available at:

https://www.cpars.gov/pdfs/CPARS-Guidance.pdf. For orders placed against contracts and agreements the contractor’s performance shall be assessed on a total contract basis.

3.1.5 Enterprise-Wide Contractor Manpower Reporting Application (ECMRA)

The contractor shall report contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Department of the Navy 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;

https://www.cpars.gov/pdfs/CPARS-Guidance.pdf

(3) Y, Construction of Structures and Facilities;

(4) D, Automatic Data Processing and Telecommunications, IT and Telecom-

Telecommunications Transmission (D304) and Internet (D322) ONLY;

(5) S, Utilities ONLY;

(6) V, Freight and Shipping ONLY.

The contractor is required to completely fill in all required data fields using the following web address: https://www.ecmra.mil <https://www.ecmra.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 https://www.ecmra.mil <https://www.ecmra.mil/> .

3.1.6 Associate Contractor Agreements (ACA)

The Contractor shall enter into Associate Contractor Agreements (ACAs) for any portion of the contract requiring cooperation and coordination (with Contractors under other DON contracts) in the accomplishment of the Government’s requirement. The agreements shall include the basis for sharing information, data, technical knowledge, expertise, and resources essential to the implementation of services which shall ensure the greatest degree of cooperation to meet the terms of the contract. The Contractor will not be relieved of any contract requirements or entitled to any adjustments to the contract terms because of a failure to resolve a disagreement with an

Associate Contractor.

The following are “Associate Contractors” with whom ACAs are required:

CONTRACT SERVICES CONTRACTOR

NGEN Contract Number

N00039-13-D-0013

EUHW replacement equipment/Image

Development/Maintenance

ES LLC “DXC”. (formerly Hewlett

Packard Enterprise Services (HPES)

SMIT

Contract Number TBD

Software/Network Infrastructure/ Helpdesk

Support/Image Development/Maintenance

TBD

a. Provide the following general information in all ACAs:

i. Identification of the program(s) involved and relevant Government contracts of the Associate Contractors.

ii. Identification of the Associate Contractors and their relationships.

iii. Description of the Associate Contractor interfaces by general subject matter.

iv. Specific categories of information to be exchanged or support to be provided.

v. Potential conflicts between relevant Goverenment contracts and the ACA, and include agreements on protection of proprietary data and restrictions on employees

vi. Expiration date or event of the ACA

b. Provide a copy of all ACAs to the PCO for review before executions of the ACA documents by the cooperating Associate Contractor. The PCO has the right to ask questions and receive answers from each party, make comments and suggestions, and provide edits prior to execution by the parties.

c. Ensure ACAs are in place three (3) months after contract award. Subsequent ACAs required during contract performance shall be accomplished within three (3) months of written notice from the PCO to the Contractor.

d. Responsible for resolving any Associate Contractor disagreements. The Contractor is not relieved of any contract requirements or entitled to any adjustments to the contract terms because of a failure to resolve a disagreement with an Associate Contractor.

e. Be responsible of proprietary data contained in or referenced by any ACA. Liability for the improper disclosure of any any proprietary data contained in or referenced by any agreement shall rest with the parties of the agreement, and not the Government.

f. Allow for amendments to ACAs as required by the Government during contract performance.

3.2 SERVICE ORDER PROVISIONING AND DELIVERY

3.2.1 Core Build Imaging

a. Configure EUHW devices, including the Basic Input Output System (BIOS), in accordance with model-specific Cyber Security guidance. Personnel who conduct imaging work will be cleared contractors, at Secret level.

b. Image EUHW devices with the requested Government-provided image when specified in the order.

c. Provide EUHW device identifiers to the appropriate Network Manager no less than two

(2) days prior to delivery to align device with the Machine Name from the order being fulfilled.

i. Device identifier shall be in accordance with Microsoft’s “Hardware IDs for a

Computer,” as documented in the “ComputerHardwareIDs” tool found in the

Windows 10 Software Development Kit.

ii. The identifier, along with the associated Machine Name, shall be supplied in an electronically readable format as defined by the Network Manager.

3.2.2 Hardware

3.2.2.1 End User Hardware As-a-Service (EUHWaaS)

In acquiring EUHWaaS, the Government is only acquiring the service of using an EUHW device. This is not a purchase, and titles for all EUHWaaS devices remain with the Contractor.

EUHWaaS includes the provisioning, configuration, and testing (Section 3.4.6 ). Except for devices provided under PWS section 3.2.9, the EUHWaaS devices shall be new and not previously used nor part of any refurbished or grey market goods. Peripherals are ordered separately and are not included in the EUHWaaS configuration.

3.2.2.2 Purchased End User Hardware

In purchasing EUHW devices, the Government is acquiring the EUHW devices with full title transfer to the Government. Purchased EUHW includes the provisioning, testing, and configuration of NIPRNet and SIPRNet EUHW, except for internal storage device removal and destruction requirements identified in Hardware Device Return & Disposal (Section 3.4.6).

Purchased EUHW devices shall be new and not previously used nor part of any refurbished or grey market goods. Peripherals are ordered separately and are not included in the EUHW configuration.

3.2.2.3 Peripherals

Peripherals may be ordered with or without EUHW devices. Peripherals will be ordered as depicted in Table 3.2.2. All peripherals shall include power cords and applicable cabling/connectors/etc. necessary for proper operation.

Table 3.2.2: Hardware Peripherals

Sample Peripherals and Specs Availability

Peripheral Threshold Spec Full

Bundle

Separately

Ordered

Monitor w/ power cord 22-Inch Class X

Keyboard SmartCard enabled X

Mouse USB 3 Button optical w/ scroll X

Network Cable 14’ CAT 7/7a X

Docking Station w/ power cord Device Specific

X

a. Deliver peripherals and EUHW together unless otherwise stated in the order. Peripherals are not required to be packaged in the same container as the EUHW device.

b. Be responsible for all costs associated with Cybersecurity Authorization, interoperability, compatibility, security, and testing of new peripherals.

c. Deliver peripherals within ten (10) days, for CONUS and fifteen (15) days for OCONUS, of order acknowledgment.

3.2.3 Technical Requirements

3.2.3.1 End User Hardware Device Categorization

The DON requires multiple EUHW categories, and in some cases differing levels of performance characteristics within a specific category of EUHW. Table 3.2.3.1 specifies those platforms which represent the EUHW to be acquired.

a. Provide one (1) offering per hardware category and performance level listed in Table

3.2.3.1 and EUHW Device Specifications (Attachment 10).

b. Meet the Microsoft Windows Hardware Certification Program Requirements for the accredited Microsoft Windows Operating System version at time of delivery.

c. Utilize systems which meet Federal Information Processing Standard (FIPS) 140-2

(Appendix A) and are validated by National Institute of Standards and Technology

(NIST) Cryptographic Module Validation Program (CMVP) as applies to the Trusted

Platform Module (TPM) chip in accordance with Committee on National Security

Systems (CNSS), Policy No. 11 (Appendix A).

d. Ensure all EUHW devices, peripherals, and supporting equipment shall comply with

Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d).

e. Ensure EUHW can be deployed on either NIPRNet or SIPRNet Networks. Desktop devices deployed on the SIPRNet may require a Carriage Assembly as defined in the order.

f. Complete configuration alteration(s) to ordered End User Hardware as specified in the order.

g. Ensure all hardware is supported by a Management Instrumentation interface allowing management of the hardware/BIOS configuration via Windows Management

Instrumentation (WMI).

Table 3.2.3.1: EUHW Category Matrix

EUHW Category General Purpose Mid-Range High Performance

Desktop X X X

Laptop X X X

Rugged Laptop X

Rugged Tablet X

2-in-1 Detachable X

Zero/Thin Client X

Ultra-Small Desktop X

3.2.3.1.1 General Purpose (GP) Desktop/Laptop/Tablet

The Contractor shall provide a General Purpose (GP) desktop/laptop/tablet which will:

a. Be able to process core build security applications and group policy objects (GPOs), as well as other business applications included in the core build, allowing for user multi-tasking.

b. Have enough memory and processor speed, in accordance with Section 3.2.4 State of The

Shelf (SOTS) process, to allow the user to open multiple applications and allow the user to multi-task between those open applications, while using multiple display outputs to display on multiple screens or monitors at the same time.

c. Be new and not be previously used or part of any refurbished or grey market goods.

3.2.3.1.2 Mid-Range Desktop/Laptop

The Mid-Range desktop or laptop is an upgrade to the GP desktop and laptop. In addition to the requirements for General Purpose (GP) Desktop/Laptop/Tablet (Section 3.2.3.1.1), the

Contractor shall provide a Mid-Range desktop and laptop which is capable of creating, processing, and displaying high resolution graphics while simultaneously running other applications.

3.2.3.1.3 High Performance Desktop/Laptop

The High Performance desktop or laptops are for specialized users who require top-of-the-line performance. In addition to those requirements of section for Mid-Range Desktop/Laptop

(Section 3.2.3.1.2), the Contractor shall provide a High Performance desktop/laptop which will:

a. Be capable of displaying high resolution graphics and handling resource-intensive applications, such as graphic or engineering design (AutoCAD or similar), geospatial processing, modeling and simulation, gaming, video editing, and music development and editing in addition to applications included in the core build.

3.2.3.1.4 Rugged Laptop

In addition to the requirements for General Purpose (GP) Desktop/Laptop/Tablet (Section

3.2.3.1.1), the Contractor shall provide a Rugged Laptop which will be capable of operating in hazardous environments in compliance with MIL-STD-810G Series (Appendix A) outlined in

Rugged Laptops/Tablets – Test Conditions and Threshold Compliance (Attachment 17).

3.2.3.1.5 Rugged Tablet

Rugged tablets are for specialized users, and the Contractor shall provide a Rugged Tablet which will:

a. Be capable of operating in hazardous harsh environments in accordance with testing performed via Attachment 17 (Rugged Laptops/Tablets – Test Conditions and Threshold

Compliance) in compliance with MIL-STD-810G Series (Appendix A).

b. Be capable of displaying on multiple screens or monitors at the same time.

3.2.3.1.6 2-in-1 Detachable

A 2-in-1 detachable is a portable computer which shares characteristics of both tablets and laptops. The Contractor shall provide a 2-in-1 detachable device which will be in the form factor of a laptop computer, but allow the screen to detach and operate as a fully-functional tablet computer.

3.2.3.1.7 Zero/Thin Client

The Zero/Thin Client is a lightweight computing device (firmware based) developed for remote connection to another computer or server (Physical or Virtual) to fulfill its computational roles

(i.e., file, storage, data processing, application hosting). The Contractor shall provide a Zero/Thin

Client solution which will enable the end user to interface with server hosted and shared virtualized applications or desktops.

3.2.3.1.8 Ultra-Small Desktop

An Ultra-Small Desktop computer allows for placement in tight spaces, including behind a computer monitor. The Contractor shall provide an Ultra-Small Desktop which will meet general performance requirements as enunciated for General Purpose (GP) Desktop/Laptop/Tablet

(Section 3.2.3.1.1).

3.2.3.2 IT Accessibility Requirements

Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998

(P.L. 105-220) requires that when Federal agencies develop, procure, maintain, or use information and communication technology (ICT), it shall be accessible to people with disabilities. Federal employees and members of the public who have disabilities must have access to, and use of, information and data that is comparable to people without disabilities.

Products, platforms and services delivered as part of this work statement that are ICT, or contain

ICT, must conform to the Revised 508 Standards, which are located at 36 C.F.R. § 1194.1 &

Apps. A, C & D, and available at https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines.

3.2.4 State of the Shelf (SOTS)

The Government expects to review and update its EUHW device categories annually as offered under the End User Hardware Device Categorization (Section 3.2.3.1). To do so it will use a

SOTS methodology to ensure the EUHW devices available on the EUHW contract are current state with evolving commercial capabilities offered in the EUHW market.

3.2.4.1 EUHW SOTS Definition and Methodology

EUHW SOTS is defined as the concept of reviewing and updating all EUHW device offerings no less than once per year. Updates will be predicated upon a review of EUHW categories and are considered open reviews to assess incorporation of market technological advancements, feature enhancements and expansions, and market-driven performance increases. These review updates shall be based on an initial established set of threshold standards for each category. Each category will then be revisited/enhanced every year thereafter, based on the commercial market.

The Contractor shall ensure new/proposed devices comply with DoD cybersecurity accreditation standards. A graphic representation of the SOTS concept is also depicted in EUHW State of the

Shelf (SOTS) Concept (Figure 3.2.4.1).

Figure 3.2.4.1: EUHW State of the Shelf (SOTS) Concept

3.2.4.2 EUHW SOTS Implementation

EUHW SOTS enables EUHW capability improvements to occur on a fixed yearly review schedule.

The Contractor shall:

a. Submit the next year's SOTS offering in accordance with Yearly SOTS Offering (CDRL

A203). All Energy Star features shall be enabled to the maximum extent practicable.

b. Identify a commercial catalog, catalogs, or portions of a catalog, from which it will provide the items.

c. Identify the catalog for each EUHW category by unique name/publication number or similar unique identifier.

d. Identify all subsequent publications of that catalog (e.g. descendants or logical derivatives).

e. Make copies of the catalogs, including catalog changes, available electronically to the

Government to establish the price baseline for the application of contractual discounts of existing items, catalog additions, and to facilitate appropriate adjustments (i.e. technical specifications).

f. Maintain an archive of the catalogs and any catalog changes thereto for the life of this contract and all orders.

g. Deliver, for each new offering, six (6) EUHW devices; with four (4) going to the United

States Navy (USN) and two (2) going to the United States Marine Corps (USMC).

h. Deliver two (2) EUHW devices to each DOD Agency/MILDEP upon their entry into the contract and initial order of EUHW. Deliver, for each new offering thereafter, two (2)

EUHW devices to each DOD Agency/MILDEP ordering EUHW on this contract.

i. Provision and fulfill orders with the new EUHW devices upon completion of

Cybersecurity Authorization.

3.2.5 EUHWaaS Device Refresh

For EUHW device delivery, the Network Manager will be responsible for unpacking, installing, and removing retrograde material post-delivery. EUHWaaS Device Refresh, also known as “seat refresh,” is the periodic replacement of hardware devices. Changes to the refresh schedule will be managed via a Schedule Change Control Board (SCCB) and will be published by the

Government on a monthly basis.

The Contractor shall:

a. Replace all Legacy EUHWaaS within 36 months of contract award.

b. Replace all EUHWaaS within 36 months of initial delivery.

c. Develop, submit and execute the EUHWaaS Refresh Plan (CDRL A204).

d. Surge delivery volume by an estimated fifteen percent (15%), as ordered, in any year.

e. Deliver EUHWaaS refresh devices no earlier than three (3) days prior to the refresh date and no later than one (1) day prior to the refresh date, to specified location(s) as defined by the order.

3.2.6 EUHWaaS Deployable Computing

Deployable computing services are provided to end users deployed to or stationed in an expeditionary or field environment which requires integration of the end user device into another network.

A deployed unit may order imaged replacement internal storage drives (ordered under CLINs x003 and x005) upon return which are compatible with the unit’s EUHWaaS Deployable

Computing devices in the quantity required to allow a one-for-one drive swap to speed the reconnection to the NMCI.

The Contractor shall:

a. Provide imaged hardware for deployment of End User Devices Pack-Up Kit (PUK) and deliver to requesting commands operating EUHWaaS Deployable Computing devices within ninety-six (96) hours prior to the deployment date listed on the task order.embarkable request. PUKs consist of:

i. Five percent (5%) whole unit (i.e., additional EUHWaaS devices) and five percent (5%) replacement device storage (i.e., replacement internal storage) of total deployed hardware devices (fractional percentages will be rounded up to the next whole number) with a minimum of one (1) each.

Provide hardware for deployment of End User Devices ninety-six (96) hours prior to the deployment date listed on the task order.[LTKCPC41]

a. Provide BIOS and Unified Extensible Firmware Interface (UEFI) password for unit IT personnel to properly manage hardware devices while on deployment.

ii.b. Provide imaged replacement internal storage drives (when ordered under CLINs x003 and x005) upon return from deployment which are compatible with the unit’s EUHWaaS

Deployable Computing devices in the quantity required to allow a one-for-one drive swap to speed the reconnection to the NMCI.

b. Provide PUK HW items that are compatible with the requesting

Command’s existing EUHWaaS devices.

c. Deliver imaged replacement devices and repair parts to the requesting location when the components of the PUK are exhausted. Historically shipments occur at the rate of 4% of deployable seat population.

d. Provide imaged replacement storage drives upon return which are compatible with the unit’s EUHWaaS Deployable Computing devices in the quantity required to allow a one-for-one drive swap to speed the reconnection of the unit’s EUHW Deployable

Computing devices to the Network.

e. c. Establish and execute process for authorizing government technicians to remove, replace, and repair equipment without voiding the Contractor's warranty.

f.c. Coordinate with the Network Manager in support of the returning unit and return of

PUKs.

3.2.7 Service Management of EUHWaaS Devices

Service Management of EUHWaaS devices will be performed by the Network Manager to coordinate troubleshooting, repair, and restoration of inoperable EUHWaaS devices.

The Contractor shall:

a. Support the Network Manager’s ability to troubleshoot EUHWaaS issues to include loaner devices and spares, in coordination with the Network Manager. These loaner devices are defined as general purpose laptops.

b. Troubleshoot, test, repair, restore, or replace inoperable EUHWaaS devices no later than seventy-two (72) hours after receiving the service request. Replacements shall be of the same configuration (including current image), meeting or exceeding the inoperable device’s specifications.

3.2.8 EUHW Service Desk Functionality

The Navy (USN) intends to use the Network Manager as the initial entry point for all EUHWaaS issues and intends to go directly to the manufacturer for warranty issues involving purchased hardware. The USMC intends to use the MCEN Service Desk as the initial entry point for all non-deployed EUHW issues. All other DoD organizations will use their own Service Desk or a single consolidated DoD Service Desk as their entry point for all EUHW issues.

The Contractor shall:

a. Provide Service Desk to respond to the Network Manager Service Desk for EUHWaaS and EUHW support in their execution of troubleshooting activities.

b. Coordinate and establish authorization process to qualify Network Manager technicians to repair devices while maintaining warranty.

c. Submit a Contractor’s Service Desk Summary Report (SDSR) for all USMC trouble calls received (CDRL B301).

3.2.9 Legacy EUHWaaS Support Services

Legacy EUHWaaS devices are currently provisioned and installed on the NMCI by the incumbent Contractor. The Contractor is required to enter into a business arrangement with the incumbent Contractor to ensure the Government’s continued use of the legacy EUHW devices until each device is refreshed under this contract.

The Contractor shall:

a. Perform Service Management of Legacy EUHWaaS in accordance with Section 3.2.7

Service Management of EUHWaaS.

b. Perform Service Desk Services for Legacy EUHWaaS in accordance with Section

3.2.8 EUHW Service Desk Funtionality.

c. Perform Equipment Recall of Legacy EUHWaaS in accordance with Section 3.4.2

Equipement Recall.

d. Manage Legacy EUHWaaS assets in accordance with Section 3.4.4.1.d EUHWaaS

Asset Management.

e. Perform Hardware Disposal of Legacy EUHWaaS in accordance with Section 3.4.6

Hardware Device Return and Disposal.

3.2.10 EUHWaaS Buy-Back

At any point throughtout contract period of performance, at the Government’s request, the

Contractor shall make available for sale or transfer the installed EUHWaaS devices to the successor EUHW Contractor and/or the Government. In the absence of mutual agreement otherwise, the price will be determined based upon the calculation(s) of EUHWaaS Hardware

Buy-Back (Attachment 9).

3.3 SERVICE ORDER MANAGEMENT

Service Order Management is the planning, submission, review, funding, approval, receipt, delivery (to include initial ordering, modification, discontinuance, and cancellation of services), validation, device pickup/delivery, and reporting on services contained in the Service Catalog in the Government Owned and Managed Ordering (GOMO) Application. The GOMO Application includes, but is not limited to, RAPT and NMCI Enterprise Tool (NET).

3.3.1 Initial Contractor Ordering Capability

Prior to integrating GOMO application, the Contractor shall execute Service Order Management functions using email and other file sharing mechanism(s) as the primary mode of data transmission to and from the Government.

3.3.2 Contractor Ordering Application Integration

The Contractor shall:

a. Integrate its ordering applications with the GOMO Application as outlined in GOMO

Interface Control Document (ICD) (Attachment 13) within ninety (90) days of contract award.

b. Comply with all current cybersecurity and Information Assurance (IA) manuals, instructions and guides as listed in Appendix A.

c. Provide new and/or modified Contractor service offerings and service attributes for incorporation in the NEN Service Catalog via the identified GOMO Application.

d. Acknowledge, track, and send status of received task/delivery orders and any modification to the GOMO Application, including but not limited to the following required notifications:

i. Order Acknowledgement Notification – Send an electronic acknowledgement notification within twenty-four (24) hours of receipt of an order in the

Contractor’s system.

ii. Delivery Scheduled – Send an electronic order status notification.

iii. Delivery Complete – Provide GOMO Application with Asset and Configuration data as listed in Navy Logistics Asset Data Attributes (Attachment 5) associated with the order.

e. Submit electronic invoices to Government workflow tool for routing to Government financial systems or other Government processes, and provide copy of submitted invoice to GOMO Application:

i. Provide actual dates and quantities of orders.

ii. Reconcile discrepancies between the Government and Contractor records.

f. Review and approve bilateral modifications to task/delivery orders within one (1) day.

i. Interface with the GOMO Application detailed in GOMO ICD (Attachment 13).

ii. Provide datasets and relevant elements which comply with the ICD.

iii. Include secure transactions in conformance with DoDI 8520.02 Public Key

Infrastructure (PKI) (Appendix A).

3.4 LOGISTICS MANAGEMENT

Logistics Management includes the personnel, processes, and tools required to ensure resources are available and accessible to enable and sustain EUHW services throughout the contract.

3.4.1 Supply Chain Risk Management

The Government will monitor supply, disposal, and destruction practices, review the Contractor processes for compliance to governing policy and contract requirements, and will direct corrective action if deficiencies are found.

a. Execute the SCRM Plan (Attachment 15), a subset of the Program Protection

Implementation Plan (PPIP) (CDRL A205) for the entire contract performance period..

b. Esure that the PPIP (CDRL A205) content is updated, as needed, based upon the NEN

Security cocerns.

c. Execute the PPIP (CDRL A205) for the entire contract performance period.

d. Allow the Government access to warehouse, depot, and staging facilities for the purposes of audit and inspection of supply functions, supply chain risk management activities, and storage media storage, disposal, demilitarization, and destruction.

3.4.2 Equipment Recall

The Contractor shall:

a. Notify the Contracting Officer’s Representative (COR) in writing within twenty-four

(24) hours of learning of a recall, including the recall notice details, list of affected equipment, and where applicable, safety mitigation procedures.

b. Pick-up safety-related recall equipment, and ship replacement equipment within twenty-four (24) hours from when direction from the COR is received.

c. Pick-up non-safety-related recall equipment, and ship replacement equipment within seven (7) days from when direction from the COR is received.

3.4.3 Purchased EUHW Warranty Management

With exception of USMC, the Government will interface directly with the manufacturer for warranty issues involving purchased hardware. The USMC will use the MCEN Service Desk as the initial entry point for all non-deployed EUHW issues.

For all USMC purchased EUHW, the Contractor shall:

a. Resolve Warranty Trouble Tickets as follows:

i. Utilize one (1) service trouble ticket per serialized EUHW asset from the time of initiation until it is resolved.

ii. Log all follow-up inquiries under the original trouble ticket and provide email work status updates to the trouble ticket initiator when there is a change in the status of the trouble ticket, until the ticket has been closed.

iii. Send trouble ticket closure notification emails to the qualified technician(s) when the Contractor believes all required action has been taken to resolve the problem.

Qualified technicians are defined to include specified military personnel, Government civilians, and Network Managers who have obtained the required technical training as evidenced by their completed award of an Information

Technology (IT) related Military Occupational Specialty (MOS), or COMPTIA

A+ certification, or any approved equivalent certifications.

iv. Do not permanently close trouble tickets until the problem is resolved in its entirety and confirmed via email by the qualified technician(s).

b. Track and manage warranties for newly procured Government equipment in accordance with Instructions for Electronic Submission of Warranty Tracking and Administration

Information for Serialized Items (Attachment 3) and DFARS 252.246-7006 (CDRL A206

Warranty Tracking and Administration for Serialized Items).

c. Provide initial entry into Contactor Support Request System 24/7 for the duration of the commercially available warranty for all EUHW devices under this contract via the following three (3) methods:

i. Worldwide toll-free telephone number.

ii. Website Uniform Resource Locator (URL).

iii. Direct email account.

d. Respond to qualified technicians who have provided a .mil (dot-mil) e-mail address.

e. Ensure replacement parts are compliant with the device specifications.

f. Replace unrepairable devices with the newest model approved in accordance with

Section 3.2.4 State of the Shelf (SOTS). Changes in equipment location or the unit to which the equipment is assigned will have no effect on the Contractor’s responsibility to provide warranty support in accordance with the contract.

g. Ensure that devices and replacement parts are supplied to the Government in accordance with DFARS 252.246-7008, Sources of Electronic Parts.

h. Manage and enter all registration information into its warranty database prior to delivering the equipment.

i. Authorize qualified technicians to remove, replace, and repair equipment without voiding the Contractor's warranty. If the Contractor requires additional certification, this may be accomplished by allowing the qualified technicians to access the Contractor’s certification process by entering a 'passcode' instead of a credit card number to obtain a

Personal Identification Number (PIN). The Contractor may provide an area on its website which allows qualified technicians to complete an initial registration in order to obtain a

‘passcode’.

j. Submit a USMC Direct Access Report (CDRL B302) of personnel who have been granted direct access to Contractor’s technical reference documents. If the Contractor has a tool utilized to track qualified technicians, the Contractor shall maintain the data in the tool, and the Government will not be required to update or maintain the data in the

Contactor’s tool.

k. Provide the qualified technician a unique website URL address with direct access to their

Service Desk technicians and service representatives to verify and validate the following.

If for any reason the URL changes, the Contractor shall provide the new URL to the

DON COR within twenty-four (24) hours:

i. Trouble Ticket Status.

ii. EUHW-Specific Warranty and Technical Information.

iii. Equipment recall information.

iv. Shipment Status of replacement part and/or repaired EUHW.

l. Provide the following documentation via their warranty URL:

i. Electronic User Manual.

ii. Material Safety Data Sheets (MSDS).

iii. Technical Manuals.

m. Provide warranty status updates to include:

i. An e-mail acknowledgement within four (4) hours to the qualified technician who initiated the request for service.

ii. All work in progress and any changes to the ticket.

iii. A closing update to the qualified technician who initiated the trouble ticket.

n. Provide warranty repair to include:

i. Repair within seventy-two (72) hours of when the EUHW asset is returned to the

Contractor’s facility.

ii. Notification to the qualified technician if the EUHW cannot be repaired and provide the shipping information for the replacement EUHW.

iii. Return of the repaired EUHW within same timeline as the EUHW was shipped to the Contractor.

iv. Updating the Item Unique Identification (IUID) registry.

v. Transfer of warranty information to the replacement item.Warranty repaired devices may be refurbished devices in nearly new condition that are not grey market goods.

o. Ship replacement parts within twenty-four (24) hours of receipt of a trouble ticket.

p. Notify the qualified technician to return all failed parts when required, and provide return shipping container, appropriate packaging material, and a return label when shipping the replacement part to the qualified technician.

i. The Government will not return internal storage devices. The Contractor shall request the serial number of the failed internal storage device, if required. The

Government will not fill out any Contractor internal storage device destruction forms. Authorize removal of storage media without voiding EUHW device warranties.

ii. The Contractor shall notify the COR if failed parts are not received at

Contractor’s facility within thirty (30) days of shipment.

3.4.4 Asset Management

Asset Management is the identification, tracking, control, and accounting of assets (hardware and software) throughout the assets’ life-cycle to provide operational and cost visibility.

The Contractor shall:

a. Affix permanent asset tags to EUHW devices.

b. Asset tags shall consist of:

i. Plastic or plastic-like, coated, smear-proof, non-removable, and sufficiently sturdy to last through the expected life of the system, in accordance with MIL-STD-

130N (Appendix A).

ii. Black lettering placed on a white background and be affixed on an external surface wherever it is most conspicuous and visible, not blocking access panels or fan compartments.

iii. Asset Tag number, with accompanying barcode (linear or 2d); this is a unique identifier generated by the Contractor.

iv. Serial number, with accompanying barcode (linear or 2d).

v. Manufacturer.

vi. Model.

vii. Hostname (commonly known as Workstation name).

viii. Service Desk Contact Information (phone, email, website).

c. Provide replacement asset tags for unreadable or missing tags.

3.4.4.1 EUHWaaS Asset Management

The Contractor shall:

a. Submit an asset data file to the Network Manager-provided asset database to include data attributes as defined in Navy Logistics Asset Data Attributes (Attachment 5) and be itemized by serially-managed EUHW devices.

b. Include internal storage unit serial numbers with each EUHW device.

c. Update the asset data file within twenty-four (24) hours of EUHW device delivery as well as EUHW device decommission.

d. Use read-only access to the Network Manager-provided asset database to monitor asset data accuracy and resolve discrepancies with the Network Manager.

e. Ensure USMC EUHWaaS devices are marked with two (2) asset tags, the Marine Corps

Identification Plate (MCIP), and the device asset tag as described in USMC Logistics

Asset Data Attributes (Attachment 16).

3.4.4.2 Purchased EUHW Asset Management

a. Affix IUID tags in accordance with DoDI 5000.64, Accountability and Management of

DoD Equipment and Other Accountable Property, May 19, 2011 (Appendix A).

b. Ensure USMC EUHW devices are marked with two (2) asset tags, the Marine Corps

Identification Plate (MCIP), and the device asset tag as described in USMC Logistics

Asset Data Attributes (Attachment 16).

3.4.5 Shipping, Packing, Tracking, Handling, Storage, and Transportation

Requirements

Shipping, Packaging, Tracking, Handling, Storage, and Transportation is the combination of resources, processes, procedures, design considerations, environmental considerations, and methods to ensure all systems, equipment and support items are preserved, packaged, handled, transported, and stored properly. CONUS includes all 50 states, the District of Columbia and

Puerto Rico; OCONUS includes all sites not within CONUS.

The Contractor, for all orders, shall:

a. Deliver all ordered items to a specified location in CONUS or OCONUS as defined by the order.

i. Deliver EUHW to CONUS locations within ten(10) days of order acknowledgment.

ii. Delivery EUHW to OCONUS locations within fifteen (15) days of order acknowledgment.

b. Use delivery carrier of the Contractor’s preference.

c. Include a tracking number assigned to the shipment and provide the tracking number to the ordering activity CTR/COR (as applicable) on the order via email. Include in the email the date order was shipped and estimated delivery date. Ensure a www “hot-link” and if possible, a toll free number to the carrier is included in the email.

d. Ensure no partial shipments unless explicitly authorized in the order.

e. Handle and store hazardous material and parts in accordance with the Occupational

Safety & Health Administration (OSHA) 29 Code of Federal Regulation (C.F.R.) § 1910

Occupational Safety and Health Standards.

f. Package and transport hazardous material and parts in accordance with: a) Hazardous

Material Transportation Act, 1975, Title 49 U.S.C 5101-5127; and b) 49 C.F.R. Parts

100-185 Hazardous Materials Regulations.

g. Ensure, when applicable, device shipments for export controlled devices are ITAR-compliant.

h. Package and mark all orders in accordance with MIL-STD-129 and the follwing:

i. Components of a workstation may be packaged in separate boxes to form a complete package.

ii. A complete package consists of all components, to include associated items required to set up and operate properly.

3.4.5.1 USMC Purchased EUHW Shipping Requirements

The Contractor shall:

a. Submit USMC Status Report (CDRL B303) for each active order.

b. Submit an electronic copy of the Bill of Materials (BOM), as well as a completed USMC

Asset Shipment Report (CDRL B304) to…