N66001-18-R-0011.pdf

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until 02:00 PM local t ime 05 Oct 2018

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108 - 122 X H 123 - 127 oksana.joye@navy .mil

RATING PAGE OF PAGES

7. ISSUED BY

(Date)

IMPORTANT - Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

Previous Edition is Unusable 33-134 STANDARD FORM 33 (REV. 9-97)

Prescribed by GSA FAR (48 CFR) 53.214(c)

1 127

(If other than Item 7) N66001

15A. NAME 16. NAME AND TITLE OF PERSON AUTHORIZED TO

AND

ADDRESS SIGN OFFER (Type or print)

OF

OFFEROR

AMENDMENT NO. DATE

15B. TELEPHONE NO (Include area code) 17. SIGNATURE15C. CHECK IF REMITTANCE ADDRESS

IS DIFFERENT FROM ABOVE - ENTER

SUCH ADDRESS IN SCHEDULE.

18. OFFER DATE

1. THIS CONTRACT IS A RATED ORDER

UNDER DPAS (15 CFR 700)

2. CONTRACT NO.

N66001 8. ADDRESS OFFER TO

9. Sealed offers in original and 1 copies for furnishing the supplies or services in the Schedule will be received at the place specified in Item 8, or if handcarried, in the depository located in

CAUTION - LATE Submissions, Modifications, and Withdrawals: See Section L, Provision No. 52.214-7 or 52.215-1. All offers are subject to all terms and

L-TXT-38

conditions contained in this solicitation.

10. FOR INFORMATION

CALL:

A. NAME (NO COLLECT CALLS)

JOYE A. OKSANA 619-553-3309

11. TABLE OF CONTENTS

SOLICITATION/ CONTRACT FORM

SUPPLIES OR SERVICES AND PRICES/ COSTS

2 - 6

X I CONTRACT CLAUSES

DESCRIPTION/ SPECS./ WORK STATEMENT X

PACKAGING AND MARKING

7 - 61 J LIST OF ATTACHMENTS

INSPECTION AND ACCEPTANCE

DELIVERIES OR PERFORMANCE

63 X K REPRESENTATIONS, CERTIFICATIONS AND

OTHER STATEMENTS OF OFFERORS

CONTRACT ADMINISTRATION DATA 64 - 70 X

SPECIAL CONTRACT REQUIREMENTS

OFFER (Must be fully completed by offeror) 71 - 79 X M

L INSTRS., CONDS., AND NOTICES TO OFFERORS

EVALUATION FACTORS FOR AWARD

NOTE: Item 12 does not apply if the solicitation includes the provisions at 52.214-16, Minimum Bid Acceptance Period.

is inserted by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the designated point(s), within the time specified in the schedule.

13. DISCOUNT FOR PROMPT PAYMENT

(See Section I, Clause No. 52.232-8)

14. ACKNOWLEDGMENT OF AMENDMENTS

(The offeror acknowledges receipt of amendments

AMENDMENT NO. DATE

to the SOLICITATION for offerors and related documents numbered and dated):

FACILITY

12. In compliance with the above, the undersigned agrees, if this offer is accepted within calendar days (60 calendar days unless a different period

SOLICITATION, OFFER AND AWARD

X

(X) SEC. DESCRIPTION (X) SEC. DESCRIPTION PAGE(S)

PART I - THE SCHEDULE

26. NAME OF CONTRACTING OFFICER (Type or print) 27. UNITED STATES OF AMERICA 28. AWARD DATE

EMAIL:TEL: (Signature of Contracting Officer)

CODE CODE

B. TELEPHONE (Include area code) C. E-MAIL ADDRESS

AWARD (To be completed by Government)

19. ACCEPTED AS TO ITEMS NUMBERED 20. AMOUNT 21. ACCOUNTING AND APPROPRIATION

22. AUTHORITY FOR USING OTHER THAN FULL AND OPEN COMPETITION:

10 U.S.C. 2304(c)( ) 41 U.S.C. 253(c)( ) (4 copies unless otherwise specified)

23. SUBMIT INVOICES TO ADDRESS SHOWN IN ITEM

24. ADMINISTERED BY (If other than Item 7) CODE 25. PAYMENT WILL BE MADE BY CODE

PART IV - REPRESENTATIO NS AND INSTRUCTIO NS

PART III - LIST O F DO CUMENTS, EXHIBITS AND O THER ATTACHMENTS

80 - 96

PART II - CO NTRACT CLAUSES

SPAWAR SYSTEMS CENTER PACIFIC

OKSANA JOYE, CODE 22710

OKSANA.JOYE@NAVY.MIL

53560 HULL STREET

SAN DIEGO CA 92152-5001

SEE SECTION L

ELECTRONIC SUBMISSION

HTTPS://E-COMMERCE.SSCNO.NMCI.NAVY.MIL/

CA 619-553-3309

FAX:

TEL:

FAX:

TEL:

NOTE: In sealed bid solicitations "offer" and "offeror" mean "bid" and "bidder".

SOLICITATION

6. REQUISITION/PURCHASE NO.5. DATE ISSUED

05 Sep 2018

4. TYPE OF SOLICITATION

SEALED BID (IFB)

NEGOTIATED (RFP)

[ X ]

3. SOLICITATION NO.

N6600118R0011

Section B - Supplies or Services and Prices

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

0001 1 Lot Network Cyber Security Services

CPFF

Base Year (12 months). Provide Services IAW PWS, Section C.

ESTIMATED COST

FIXED FEE

TOTAL EST COST + FEE

Data IAW Attached CDRL (NSP)

0003 1 Lot OPTION Network Cyber Security Services

Option 1 (12 months). Provide Services IAW PWS, Section C

0005 1 Lot OPTION Network Cyber Security Services

Option 2 (12 months). Provide Services IAW PWS, Section C

0007 1 Lot OPTION Network Cyber Security Services

Option 3 (12 months). Provide Services IAW PWS, Section C

0009 1 Lot OPTION Network Cyber Security Services

Option 4 (12 months). Provide Services IAW PWS, Section C

CLAUSES INCORPORATED BY FULL TEXT

B-TXT-04 LEVEL OF EFFORT--FEE ADJUSTMENT FORMULA (JUN 2017)

(a) Subject to the provisions of the “Limitation of Cost” or “Limitation of Funds” clause (whichever is applicable to this contract), it is hereby understood and agreed that the fixed fee is based upon the Contractor providing the below listed number of staff-hours of direct labor, hereinafter referred to as X, at the estimated cost and during the term of this contract specified elsewhere herein:

CLIN Total Staff-hours of Direct Labor (X)

CLIN 0001 (Base Period) 182,400

CLIN 0004 (Option Period 1) 182,400 CLIN 0007 (Option Period 2) 182,400 CLIN 0010 (Option Period 3) 182,400 CLIN 0013 (Option Period 4) 182,400

The Contractor agrees to provide the total level of effort specified above in performance of work described in Sections “B” and “C” of this contract. The total staff-hours of direct labor shall include subcontractor direct labor hours for those subcontractors identified in the Contractor’s proposal as having hours included in the proposed level of effort.

(b) Of the total staff-hours of direct labor set forth above, it is estimated that 0 staff-hours are competitive time (uncompensated overtime). Competitive time (uncompensated overtime) is defined as hours provided by personnel in excess of 40 hours per week without additional compensation for such excess work. All other effort is defined as compensated effort. If no amount is indicated in the first sentence of this paragraph, competitive time (uncompensated overtime) effort performed by the contractor shall not be counted in fulfillment of the level of effort obligations under this contract.

(c) Effort performed in fulfilling the total level of effort obligations specified above shall only include effort performed in direct support of this contract and shall not include time and effort expended on such things as local travel from an employee’s residence to their usual work location, uncompensated effort while on travel status, truncated lunch periods, or other time and effort which does not have a specific and direct contribution to the tasks described in Section B.

(d) It is understood and agreed that various conditions may exist prior to or upon expiration of the term of the contract, with regard to the expenditure of labor staff-hours and/or costs thereunder which may require adjustment to the aggregate fixed fee. The following actions shall be dictated by the existence of said conditions:

(1) If the Contractor has provided not more than 105 % of X or not less than 95 % of X, within the estimated cost, and at the term of the contract, then the fee shall remain as set forth in Section B.

(2) If the Contractor has provided X-staff-hours, within the term, and has not exceeded the estimated cost then the Contracting Officer may require the Contractor to continue performance until the expiration of the term, or until the expenditure of the estimated cost of the contract except that, in the case of any items or tasks funded with O&MN funds, performance shall not extend beyond 30 September. In no event shall the Contractor be required to provide more than 105 % of X within the term and estimated cost of this contract. The fee shall remain as set forth in Section B.

(3) If the Contractor expends the estimated cost of the contract, during the term of the contract and has provided less than X staff-hours, the Government may require the Contractor to continue performance, by providing cost growth funding, without adjusting the fixed fee, until such time as the Contractor has provided X staff-hours.

(4) If the Contracting Officer does not elect to exercise the Government’s rights as set forth in paragraph (d)(2) and (d)(3) above, and the Contractor has not expended more than 95 % of X staff-hours, the fixed fee shall be equitably adjusted downward to reflect the diminution of work.

(5) Nothing herein contained shall, in any way, abrogate the Contractor’s responsibilities, and/or the Government’s rights within the terms of the contract provision entitled “Limitation of Cost” or “Limitation of Funds” as they shall apply throughout the term of the contract, based upon the total amount of funding allotted to the contract during its specified term.

(e) Within 45 days after completion of the work under each separately identified period of performance hereunder, the Contractor shall submit the following information in writing to the Contracting Officer with copies to the cognizant Contract Administration Office and DCAA office to which vouchers are submitted:

(1) The total number of staff-hours of direct labor expended during the applicable period.

(2) A breakdown of this total showing the number of staff-hours expended in each direct labor classification and associated direct and indirect costs.

(3) A breakdown of other costs incurred.

(4) The Contractor’s estimate of the total allowable cost incurred under the contract for the period.

In the case of a cost under-run, the Contractor shall submit the following information in addition to that required above:

(5) The amount by which the estimated cost of this contract may be reduced to recover excess funds and the total amount of staff-hours not expended, if any.

(6) A calculation of the appropriate fee reduction in accordance with this clause.

All submissions required by this paragraph shall include subcontractor information, if any.

(f) SPECIAL INSTRUCTION TO THE PAYING OFFICE REGARDING WITHHELD FEE

Fees withheld pursuant to the provisions of this contract, such as the withholding provided by the “Allowable Cost and Payment” and “Fixed Fee” clauses, shall not be paid until the contract has been modified to reduce the fixed fee in accordance with paragraph (d) above, except that no such action is required if the total level of effort provided falls within the limits established in paragraph (d) above.

(End of clause)

B-TXT-10 ALLOTMENT OF FUNDS (JUN 2017)

(a) This contract is incrementally funded with respect to both cost and fee.

(b) The amounts presently available and allotted to this contract for payment of fee, as provided in the Section I clause of this contract entitled “Fixed Fee”, are as follows:

ITEM(S) ALLOTTED TO FIXED FEE

CLIN 0001 TBD

CLIN 0004 TBD

CLIN 0007 TBD

CLIN 0010 TBD

CLIN 0013 TBD

(c) The amounts presently available and allotted to this contract for payment of cost, subject to the Section I “Limitation of Funds” clause, the items covered thereby and the period of performance which it is estimated the allotted amount will cover are as follows:

ITEM(S) ALLOTTED TO COST PERIOD OF PERFORMANCE

CLIN 0001 TBD

CLIN 0004 TBD

CLIN 0007 TBD

CLIN 0010 TBD

CLIN 0013 TBD

(d) The parties contemplate that the Government will allot additional amounts to this contract from time to time by unilateral contract modification, and any such modification shall state separately the amounts allotted for cost and for fee, the items covered thereby, and the period of performance the amounts are expected to cover.

(End of clause)

Section C - Descriptions and Specifications

Performance Work Statement (PWS)

ADVANCED CYBER SUPPORT SERVICES IN SUPPORT OF GOVERNMENT

NETWORK OPERATIONS AND SECURITY CENTER

1.0 INTRODUCTION

The Space and Naval Warfare Systems Center, Pacific (SSC Pacific) has a requirement to provide Cyber Support Services related to the United States Marine Corps Cyberspace Operations Group (MCCOG). The objective is to support the MCCOG in carrying out the technical, engineering, operations, maintenance, and management functions that support global network operations and defense of the Marine Corps Enterprise Network (GEN). The GEN is comprised of Eight Information Technology (IT) Support Centers (ITSCs) which are responsible for the management and compliance of devices (specifically workstations and other endpoints) within their regions; and the Quantico Operations Center which monitors network operations 24x7x365 through an array of strategically positioned sensors to ensure the availability and security of the GEN. Specifically, the Operations Center monitors three major areas of the GEN: (1) threats and vulnerabilities; (2) Information Technology (IT) systems status and performance; and (3) global Government operations.

2.0 BACKGROUND

2.1 The GEN is comprised of two components, the Non-Secure Internet Protocol Router

Network (NIPRNET) (GEN-N) and the Secret Internet Protocol Router Network (SIPRNET) (GEN-S). There are currently approximately 76,000 managed assets on the GEN-N, and 8,000 on the GEN-S. The GEN provides the Government with connectivity to defend network and data services essential for accomplishing assigned missions, and enables business, warfighting, and command and control (C2) capabilities from the Supporting Establishment in global Operating Forces to parent networks. The GEN encompasses entirety sub-component of the Government’s general service NIPRNET and SIPRNET common user network environments, including all communication circuits and attached devices and systems. The GEN is comprised of the garrison network (both NGEN and Legacy), deployed/tactical networks, and infrastructure that supports access to Defense Information Systems Agency (DISA) managed mainframe computer services. The GEN is a portion of the overall Department of Defense (DoD) Global Information Grid (GIG) and is a designated National Security System (NSS). The NIPRNET, which transverses the GEN Points of Presence (POPs) on the Wide Area Network (WAN), is a DISA-facilitated DoD

NSS.

2.2 The GEN is comprised of over 200,000 users positioned behind NIPRNET and SIPRNET tier 2 and 3 boundaries at over 30 bases/posts/stations and a varying number of deployed locations around the globe. Each tier 2 and 3 boundary is under Government office oversight and consists of an integrated suite of firewalls, routers, switches, and virtual private network devices. Behind these boundaries are Government office managed enterprise virtual server infrastructure, storage area networks and messaging environments. In all, the Government Office manages over 5,000 physical and virtual systems on the GEN world-wide.

3.0 SCOPE

The objective of this PWS is to support the MCCOG in carrying out the technical, engineering, operations, maintenance, and management functions that support global network operations and defense of the GEN. Contractor support will enable the MCCOG to maintain a tightly integrated, agile, defensible, survivable network capable of supporting both highly distributed operations as well as an effective business enterprise. The contractor shall perform work at the designated sites specified in the DD254. Not all tasking requires 24 hours x 7 days x 365 days a year support and the level of support required is defined in each section.

The work to be performed is Severable, Level of Effort (term).

4.0 APPLICABLE DIRECTIVES/DOCUMENTS

Unless otherwise supplemented or superseded, Directives applicable to the performance of the subject work are as follows:

● Information Technology Infrastructure Library (ITIL) version 3 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems.

● Department of Defense Directive 8570-1 (DoDD 8570-1) - Information Assurance.

Training, Certification, and Workforce Management. 12-2005 with Incorporated change of 4-20-2010.

● Secretary of the Navy-SECNAVINST 5510.30B- Department of the Navy (DON) Personnel Security Program (PSP) Instruction

● Secretary of the Navy (SECNAV M-5510.30)--Department of the Navy Personnel Security Program

● Secretary of the Navy (SECNAVINST) 5510.36A- Department of the Navy (DON) Information Security Program (ISP) Instruction

● Secretary of Navy (SECNAV) M-5510.36-Department of the Navy Information Security Program Manual, 1 Jul 06

● Additional Regulatory Guidance: As needed per specific tasking, the Contractor shall apply Government, Department of the Navy and the Department of Defense Information Assurance policies, procedures, and technical communication requirements as defined under the following, which can be found through the Defense Information Systems Agency (DISA) portal at https://iase.disa.mil, and United States Cyber Command, https://www.cybercom.mil/default.aspx, under the orders and Directives tab. For example, Risk Management Framework Security Technical http://www.cybercom.mil/default.aspx http://www.cybercom.mil/default.aspx

Information Guides required for certification and accreditation activities under Task C.5.4.

All products, processes, and procedures must adhere to Government provided standards to include local SOPs, DISA, DoD, and other Government directives and guidelines.

5.0 TECHNICAL REQUIREMENTS

The contractor shall provide support services in the work areas listed below.

5.1 Program Management

All subtasks under this section are required to be performed during normal business hours (8 hrs x 5 days/week x 52 weeks (8x5x52) (Federal business days). The Contractor shall provide program management support. Tasking includes the management and oversight of all activities performed by contractor personnel, including subcontractors, to satisfy the requirements identified in this PWS. The Contractor shall identify a Program Manager (PM) by name who shall provide management, direction, administration, quality assurance, and leadership of the execution of tasking. The PM shall serve as the Government’s primary point-of-contact and provide technical supervision and guidance for all contractor personnel assigned to support the Government office.

5.1.1 Coordinate a Project Kick-Off Meeting.

The Contractor shall schedule and coordinate a Project Kick-Off Meeting (CDRL A001) to occur within three calendar days of contract award at a location hosted by the Government, located at Quantico, VA. The meeting will serve as an introduction between the contractor personnel and Government personnel who will be involved with tasking. The meeting will provide the opportunity to discuss technical, management, and security issues, and travel authorization and reporting procedures. At a minimum, the attendees shall include the Government Technical Point of Contact (TPOC), contractor personnel able to answer questions and conduct the kickoff meeting, the Contracting Officer’s Representative (COR) and other relevant Government personnel. The Contractor shall provide a status of transition Activities (e.g. Clearances, Communication/Organizational Awareness, Personnel), Government actions required, and a plan for the contractor to deploy resources to keep the network operational.

5.1.2 Prepare a Monthly Status Report (MSR).

The Contractor PM shall develop and provide a MSR (CDRL A007) using Microsoft (MS) Office Suite applications, by the tenth of each month via electronic mail to the TPOC and the

COR.

The MSR shall include the following:

• Activities during reporting period, by task (include: on-going activities, new activities, activities completed; progress to date on all above mentioned activities).

Start each section with a brief description of the task.

• Problems and corrective actions taken. Also include issues or concerns and proposed resolutions to address them.

• Personnel gains, losses, and status (security clearance, etc.).

• Government actions required.

• Schedule (show major tasks, milestones, and deliverables; planned and actual start and completion dates for each).

• Summary of trips taken, conferences attended, etc. (attach Trip Reports to the MSR for the reporting period).

5.1.3 Meeting Minutes.

The Contractor shall prepare and deliver Meeting and Review Minutes up to and including TS/SCI levels (CDRL A008) for all meetings specified in this PWS or else identified by the Government Notes shall be provided to the Government within 24 hours of meeting and Government acceptance shall occur with 48 hours thereafter. At a minimum the minutes shall contain the following: Date and place, Attendees, Purpose of meeting/review, Brief description of items discussed, Results/Outcome and Action items.

5.1.4 Convene Technical Status Meetings.

The Contractor PM shall convene a monthly Technical Status Meeting (CDRL A005) with the TPOC, COR, Contractor technical Subject Matter Experts (SME) as necessary, and other Government stakeholders. The purpose of this meeting is to ensure all stakeholders are informed of the monthly activities and MSR, provide opportunities to identify other activities and establish priorities, and coordinate resolution of identified problems or opportunities. The Contractor PM shall provide minutes of these meetings, including attendance, issues discussed, decisions made, and action items assigned, to the COR within five workdays following the meeting.

5.1.5 Prepare a Project Management Plan (PMP).

The Contractor shall document all support requirements in a PMP. The PMP shall:

a. Describe the proposed management approach for all tasks in the PWS.

b. Contain detailed Standard Operating Procedures (SOPs) for all tasks.

c. Include milestones, tasks, and subtasks required in this PWS.

d. Provide for an overall Work Breakdown Structure (WBS) and associated responsibilities and partnerships between Government organizations.

5.1.6 Update the PMP.

The PMP shall be updated annually at a minimum. The Contractor shall work from the latest Government-approved version of the PMP (CDRL A006).

5.1.7 Prepare Trip Reports.

The contractor shall submit a Trip Report for all travel (CDRL A009). The Contractor shall keep a summary of all long-distance travel including, but not limited to, the name of the employee, location of travel, duration of trip, the cost of travel, and point of contact (POC) at travel location.

5.1.8 Transition-Out Planning and Execution.

The Transition-Out Plan shall facilitate the transition without disruption in service from the incumbent to an incoming Contractor or to Government personnel at the expiration period of performance. The Contractor shall provide a draft Transition-Out Plan (CDRL A003) NLT 90 calendar days prior to expiration of the period of performance. The final plan is due 45 days prior to the end of the period of performance. All information pertinent to implementing this plan shall be delivered to the Government NLT 30 days prior to end of period of performance.

The Contractor shall identify a plan for coordination with the incoming Contractor and/or Government personnel and describe plans for knowledge transfer for the following:

a. Project management processes

b. Points of contact

c. Location of technical and project management documentation

d. Status of ongoing technical initiatives

e. Plan for contractor to contractor coordination

f. Transition of Key Personnel

g. Schedules and milestones for transition activities and high priority activities determined by the government office

h. Disclosure of any actions that may be required of the Government to facilitate transition

The Contractor shall also establish and maintain communication with the incoming Contractor/Government personnel for the period of the transition meaning that they will transfer knowledge, passwords, and documents necessary to facilitate the transition and prevent a gap in service.

5.2. Cyber Support Branch Technical Services (Operations Division).

All elements under this subtask shall be performed 8 hours per day, 5 days per week, 52 weeks per year (8x5x52) (Federal business days).

The contractor shall define a software development approach appropriate for the computer software effort to be performed under this contract. This approach shall be documented in accordance with local operational processes. The contractor shall follow this approach for all computer software to be developed or maintained under this effort.

5.2.1 Network Common Operational Picture (NETCOP) Support.

The mission of NetCOP is to develop, operate, and maintain enterprise tools and systems to provide situational awareness of network health, vulnerabilities, threats, and events within the GEN and to operate and enhance enterprise tools enabling IT service support and operational management. NetCOP Support includes comprehensive Operations and Maintenance (O&M) of Government enterprise and information systems, both unclassified and classified, deployed in support of the NetCOP mission. The current systems employed by NetCOP are:

NetCOP System Supporting Technology Enterprise Remedy IT Service Management Suite (ERIS)

Based on BMC ITSM Suite (Remedy) BMC Analytics and Business Objects Reporting technologies Apache Tomcat Web Server Oracle Relational Database technologies

GEN Event Management System (EMS) Based on HP Enterprise Management Software (OpenView) technologies Microsoft IIS and Apache Tomcat Web Servers Oracle and SQL Server Relational Database technologies

Operational Directives Reporting System

(OPDRS)

Based on custom ASP.net C# web development technologies SQL Server Relational Database technologies

Custom NetCOP Tools and Displays Based on custom SharePoint and JavaScript technologies SQL Server Relational Database technologies

NETSCOUT NETSCOUT nGenius Service Assurance Apache Tomcat Web Server

The contractor shall provide 8x5x52 (Federal business days) NetCOP support.

5.2.1.1 NetCOP – KEY ACTIVITIES The Contractor shall support the following key activities associated with NetCOP:

• Triage and classification of incidents and restoration of affected NetCOP systems to normal operation within response times specified on Attachment A:

QASP and with minimal impact on system operation

• Provide user account administration and execute access controls for NetCOP systems

• Classify and fulfill service requests and work orders associated with NetCOP systems

• Implement approved configuration changes to NetCOP systems and associated software applications

• Implement maintenance and security patches to ensure the confidentiality, integrity, and availability of NetCOP systems and associated software applications

• Secure and/or harden NetCOP systems and software applications

• Develop reports and reporting capabilities specific to the tools and applications comprising NetCOP systems

• Execute performance tuning of NetCOP information systems and associated software applications and databases

• Design, review, and update the architecture of NetCOP systems

• Web style/skin design, data visualization, and graphic artistry of NetCOP systems

5.2.1.2 BMC Tools (Remedy ITSM) Administration and Architecture Support The Contractor shall be responsible for configuring aspects of the BMC tools deployed by NetCOP. The Contractor shall be responsible for configuring the following:

BMC ITSM Suite (Remedy) versions 8.1 or newer, Apache Tomcat 7.0.52 or newer, BMC Analytics version 7.6 or newer, and BMC Business Objects version 4.0 or newer software systems in a multi-tiered, highly available, enterprise environment. The current environment includes the use of Atrium CMDB, Atrium Integrator, Remedy User, Remedy Data Import, Remedy Developer Studio, and Remedy ITSM Process Designer tools to support this task.

The environment consists of multiple instantiations of these systems in support of the unclassified, classified, and testing/integrations networks. The configuration tasks require capabilities in administration, troubleshooting, tuning, and architecting BMC tools in large-scale, global, environments. The Contractor shall develop custom workflows, forms, and applications using the identified tools. The Contractor shall be responsible for developing reports in both the built in Business Intelligence and Reporting Tools (BIRT) and the BMC Business Analytics system. Support tasks shall also include user support including account and access management, incident response, and responding to informational requests.

5.2.1.3 Operational Directives Reporting System Support

The Contractor shall be responsible for operating and maintaining the currently deployed system in accordance with required system uptimes, as well as perform full life cycle development activities ranging from development and implementation of minor enhancements to development and implementation of major version releases and revisions. The Contractor shall develop web based solutions and applications in a multi-tiered, highly available, enterprise environment utilizing the following:

• Microsoft C#

• Microsoft Asp.net

• Microsoft Visual Studio

• Microsoft .Net Entity Framework

• Microsoft SQL Server 2008 (or newer)

• Microsoft SQL Server 2008 Reporting Services (or newer)

• Microsoft IIS skills

The Contractor shall develop reports in both the web application front end and back end database technologies. The Contractor shall provide capabilities to support creating custom workflows, forms, and web applications. Support tasks include aspects of user support, such as account and access management, incident response, and responding to informational requests.

The Contractor shall be responsible for developing custom designs, visual layouts, and graphic art for the graphical user interfaces of systems supported by NETCOP. This support includes designing the layout and data visualization aspects of reports generated by NETCOP systems. The environment includes ASP.net C#, and requires capabilities in designing, creating, and implementing cascading style sheets for ASP.net web applications.

5.2.2 Assured Compliance Assessment Solution (ACAS) Support

5.2.2.1 ACAS Implementation Support

The Contractor shall support the MCCOG in the design and implementation of ACAS solutions for all GEN networks as well as train operators from subordinate offices and internal Information Assurance personnel to maintain and operate the Secure Configuration Compliance Validation Initiative (SCCVI) tool functionality.

The Contractor shall:

• Rack and provision Government furnished equipment (servers), install and patch operating systems and applications, and document DISA STIGs applicable to each network environment for all ACAS implementations.

• Assess current ACAS implementations for each of the GEN networks and recommend changes (CDRL A00M). Document the steps required to design the ACAS solution for each of the GEN networks to include IP address, Fully Qualified Domain Name, and physical location of each component (CDRL A00M).

• Create network diagrams of the designs with Microsoft Visio (include list of hardware and software requirements) (CDRL A00M).

• Create reporting dashboard designs and reports for each environment that are specific to the following audiences: Leadership & Executives; Cybersecurity Staff; and System Administrators (CDRL A00M).

• Ensure GEN networks receive periodic updates from either the DISA/DoD Patch Repository or Tenable.

• Implement the Reporting Dashboard designs and use reporting tool to create reports.

5.2.2.2 ACAS Operations Maintenance and Training

The Contractor shall support the MCCOG in the design and implementation of ACAS solutions for all GEN networks as well as train operators from subordinate offices and internal Information Assurance personnel to maintain and operate the Secure Configuration Compliance Validation Initiative (SCCVI) tool functionality.

• Rack and provision Government furnished equipment (servers), install and patch operating systems, application, and document DISA STIGs applicable to each network environment for all ACAS implementations.

• Assess current ACAS implementations for each of the GEN networks and recommend changes (CDRL A00M).Document the steps required to design the ACAS solution for each of the GEN networks to include IP address, Fully Qualified Domain Name, and physical location of each component (CDRL A00M).

• Create network diagrams of the designs with Microsoft Visio (include list of hardware and software requirements) (CDRL A00M).

• Create reporting dashboard designs and reports for each environment that are specific to the following audiences: Leadership & Executives; Cybersecurity Staff; and System Administrators (CDRL A00M).

• Ensure GEN networks receive periodic updates from either the DISA/DoD Patch Repository or Tenable.

• Implement the Reporting Dashboard designs and use reporting tool to create reports.

5.3 GEN Operations Support (Operations Division)

The MCCOG Operations Center serves as the Systems Control Center for all Government Enterprise Network systems. The Operations Center utilizes industry best practices in the ITIL v3 framework with a focus on Service Transition and Service Operations. The Operations Center is divided into five primary sections which are overseen by one management element. The five sections in the Operations Center are: Watch Teams; Network Operations Center (NOC) Service Desk; IT Business Processes; Unified Communications;

and Operations Center Development. Each one of these sections is reliant on one another to be successful in its mission. Required operational hours and locations are specified under each subtask. The following is historical workload data for the Operations Center:

Item Tracked Quantity(Annual) Incidents/Service Requests 88,500 Investigations 110 Electronic Spillages 80 AMHS messages released 3,415 E-mails received/handled 84,000 Tickets handled by the Service Desk 65,600 Web Site content management 1,500 Knowledge Management 168 Change records managed/processed for infrastructure

6,100

Release packages created 450 Problem Tickets/Investigations 107 Known Errors Created 50 Solutions Created 28 Daily Turnover Log 365 Executive Briefings 260 Situation Reports 485

For all subtasks under 5.3, the following guidance for required response times and service target requirements shall be used.

The timeliness of responses and resolutions below are determined by comparing the urgency and impact of an incident as defined in the tables below. The inputs are then auto calculated into a priority designation using the Remedy system.

Table: Government Office Incident/Event Impact Levels

Impact Levels Affected GEN Customer

Affected System/Service

BC Discretion Guidance

Extensive/Widespread

Multiple Bases/Posts/Sites

MAC I

System/Service -Or-

MAC II

System/Service degraded >50%

Capabilities vital to mission effectiveness or operational readiness of deployed or contingency forces are impacted

Significant/Large

An Entire Base/Post/Site

MAC II

System/Service degraded <50% -Or-

MAC III

System/Service degraded >50%

Capabilities vital to mission effectiveness or operational readiness of deployed or contingency forces are impacted

Moderate/Limited

Multiple Customers

MAC III

System/Service degraded <50%

N/A

Minor/Localized An Individual Customer N/A N/A

MAC 1 These systems handle information that is determined to be vital to the operational readiness of mission effectiveness of deployed and contingency forces in terms of both content and timeliness.

MAC 2 These systems handle information that is important to the support of deployed and contingency forces.

MAC 3 These systems handle information that is necessary for the conduct of day-to-day business, but does not materially affect support to deployed or contingency forces in the short term.

Incident Urgency Determination Urgency is a measure of how long it will be until the Incident will have an impact on the affected customer(s). When evaluating and selecting urgency, the Contractor shall consider the customer’s required time to resolution, the availability of a work-around, VIP status, and risk. The four categories are defined in the table below. The category will be annotated in the Urgency Field of the record.

Table:Urgency Categories Urgency

Categories Required time to resolve Work-around Availability Risk Customer

Critical

Immediate resolution or fulfillment of Service Request is required

Work-around not available and the need to achieve desired action is immediate

Risk is High that Impact will increase significantly if immediate resolution is not achieved

Customer Billet or mission requires immediate resolution or fulfillment

High

Additional resources should be allocated to facilitate timely resolution or fulfillment above routine work

Work-around not available but work can be temporarily shifted to other activities

Plausible Risk that Impact will increase if resolution is not achieved

Routine work

Medium

Work to be accomplished is routine in nature

Work-around exists but productivity affected

System or service available, but degraded

Low

Resolution or Service Request fulfillment is required but at a low urgency

Work-around exists

Productivity effect is minimal or non-existant

Incident Priority Determination

The Incident Priority and Weight are auto-calculated and auto-populated by the Remedy system in accordance with the table below, based on selected values for Impact and Urgency. Weight can be used to distribute activities more efficiently across the command’s workforce.

Table: Priority Table

U R

G E

N C

Y

IMPACT

Extensive / Widespread 9

Significant /

Larger 5

Moderate /

Limited 3

Minor /

Localized

Critical

Critical 29

Critical 25

High 23

High

High 15

Critical 24

High 20

High 18

Medium 10

High 19

Medium 15

Medium 13

Low 0 Low 9 Low 5 Low 3 Low

5.3.1 Information and Knowledge Facilitation, and Web Content Support All elements under this subtask shall be performed 8 hours per day, 5 days per week, 52 weeks per year (8x5x52) (Federal business days). As the Systems Control Center for the MCCOG, the Operations Center must maintain positive control and understanding of information as it’s reported and disseminated from and to our higher headquarter and fleet customers.

The Operations Center is required to publish information on a routine basis (i.e. shift reports, weekly roll-up reports, and monthly reports. See subsequent sections for more details on reporting). In order to perform this function, the Operations Center must utilize numerous methods to transmit information such as operational message traffic, posting and development of informational websites, submission of knowledge articles, submission and archiving of organizational emails, creating blogs and streaming feeds, and other organization's online offerings for the IT community.

• Assist in the creating of, and adherence to, an Operations Center information management plan.

• Ensure the knowledge database is maintained in accordance with Government policies and procedures; and is up-to-date to include initial and annual reviews.

• Facilitate meetings between IT technical support sections, to include producing agendas and meeting minutes for publication.

• Design websites to support the organization's strategies and goals relative to external customer and higher headquarters communications, using web development technologies such as SharePoint, Java, and HTML.

• Provide graphical design support by means of art, images and visual materials for mass communications, briefings, presentations, and informative and instructional material through a variety of media outlets and multimedia programs.

• Provide, manage, and perform website editorial activities including, gathering and researching information that enhances the value of the site.

• Provide web content development for the overall functionality of the Government office Knowledge Management collaborative site that supports information gathering and decision-making.

5.3.2 Watch Team Support (Quantico)

All elements under this subtask shall be performed 24 hours per day, 7 days per week, 365 days per year (24x7x365). The Watch Teams serve as the eyes and ears of the GEN.

These teams prioritize and align resources to best meet the mission of the Operations Center.

The Contractor shall support 24x7x365 real time analyses of all events and incidents as they occur on the network. The Contractor shall also serve as a team consultant to the MCCOG Battle Captain.

The Contractor shall serve as action officers and have knowledge of IT business processes, including, but not limited to event management, incident management, change management, and service management. The Contractor shall use Event management tools, BMC Remedy, SharePoint, and Service Operations tools to perform this task. The Contractor shall perform troubleshooting to support networking, servers, and applications incident support. Each Contractor position on the Watch Team shall create a Daily Turnover Log entry in accordance with Watch SOPs. The Contractor shall provide Watch Team Work Updates (CDRL A00H) to the Government TPOC or designee each week that outline work performed and work to be accomplished in the upcoming week.

The Contractor shall, in accordance with Watch Team SOPs to be provided upon award:

• Monitor, detect, and take immediate action on events and incidents as they occur on the network based on Watch Team operating procedures.

• Identify problems and take appropriate actions based on Watch Team operating procedures.

• Create Watch Team Formal Reports and assign work requests to the proper group based on Watch Team operating procedures (CDRL A00H).

• Collect and analyze events and incidents from multiple sources and correlating information between IT management tools based on Watch Team operating procedures.

• Advise the Battle Captain on the best business process to use to achieve desired results based on Watch Team operating procedures.

Assist in the creation and distribution of on-demand Situation Reports as required.

5.3.2.1 Watch Clerk Support

The Watch Clerk environment is supported by SharePoint and Remedy automated tools.

The Contractor shall, in support of the Watch Team:

● Manage, track, and file any and all information that the Government office Watch

Team receives and produces.

● Document all actions taken in order to resolve incidents on the enterprise network.

● Organize all Watch Team data based on team procedures.

● Filter information quickly and easily to gain important information necessary for the Battle Captain to make decisions.

● Provide Watch Team Reports to the Battle Captain and Executive Staff (CDRL

A00H).

● Produce executive level Watch Team Briefings for Government office.

5.3.3 NOC Service Desk Support

All elements under this subtask shall be performed 24 hours per day, 7 days per week, 365 days per year (24x7x365). The NOC Service Desk manages and coordinates response to Tier III level incidents, problems, events and requests with users and Government IT groups for unclassified and classified equipment. NOC IT Service Management practices are supported by ticketing tools (e.g., BMC Remedy) and event monitoring tools (e.g., Hewlett Packard event management tools) to provide and manage the 24x7x365 Tier III NOC service desk support.

• Provide Service Desk services to all subordinate office IT groups for unclassified and classified services.

• Monitor ticket submission and tracking through multiple means such as single number and single Web interface.

• Perform start to finish event management, including monitor Event Consoles for Events that require action, initiating Incidents and RFCs as required. Analyze Event records to detect trends.

• Document, assess, track, resolve, and fulfill Service Desk incidents, problems, events, and requests in accordance with the documented Incident Management and Problem Management processes.

• Coordinate with the Watch Teams and Government representatives to resolve events, incidents and problems in accordance with the Event Management, Incident

Management and Problem Management processes such as anomalies that affect more than one user.

• Coordinate with the Government civilians, military, and third party Contractors to resolve Network events, incidents and problems to include Install Move, Add, and Changes services for the customer; and to resolve Network connectivity anomalies.

• Recommend improvements to documented processes and procedures.

• When possible, assess equipment remotely to resolve incidents, perform reconfiguration, and push software.

• Operate the on-line status system to initiate, query, track, update, and display information, (such as aging and backlog) pertaining to incidents, problems, and service requests.

• Track the resolution of incident tickets as required.

• Verify resolution with the customer prior to resolving the ticket.

• Provide the Government TPOC with a Post-Incident Report (CDRL A00J) regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for service outages.

• Recommend and implement a customized priority process for service requests from deployed forces within the existing ticketing system.

• Generate, post, and retain historical information for weekly and monthly Service Desk performance measurements on a Government designated website and report this information as part of the Weekly and Monthly In-Progress Review (CDRL A00K).

• Process, manage, and execute classified and unclassified service requests.

• Stay up-to-date on industry best practices for Tier III Service Desk operations.

• Develop and provide training on information processes, tools, and methodologies in support of the Service Desk.

• Provide users technical assistance and guidance to resolve service delivery issues.

5.3.4 IT Business Process Management Support

weeks per year (8x5x52) (Federal business days).

Operations Center Business Process Management supports the maintenance and documentation of information management strategies to include Cyber Operations and Defense SOPs; Government systems efficiency review; and continual Government Enterprise Network updates or upgrades to be employed by Operations Center personnel. It also supports the implementation and management of the ITSM processes as implemented by the Government office. These currently include Incident and Service Request Management, Changes and Release Management, Event Management, and Problem Management.

• Support process improvement and efficiency efforts, with an understanding of technical problems and solutions as they relate to the current and future business environment.

• Conduct full Business Process Reviews and recommend and facilitate changes to business processes that align to continuous service improvement initiatives.

• Coordinate meetings between IT technical support sections, to include producing agendas, sending meeting invitations, and producing meeting minutes.

• Support Business Process Audits to ensure adherence to IT management policies and procedures.

• Support maintenance and accuracy of Operations Center collaborative site used as the main repository for planning, documentation, and training.

• Develop and administer a Training and Exercise Employment Plan (TEEP) that clearly outlines the major milestones directed by Operations Center management in accordance with Force Order (FORO) 3502.1.

• Determine estimated costs to the user of lost IT services.

• Support identification efforts to document areas of improvement that can be made in IT management on the GEN in a GEN Business Process Improvement Report.

• Develop business case analysis/analysis of alternatives to recommend and develop courses of action which best meet the mission and needs of the

MCCOG.

• Support audit efforts and update current and purposed IT management policies and procedures utilizing best business practices.

5.3.5 Quality Control Support

weeks per year (8x5x52) (Federal business days).

The Contractor shall provide administrative and analytical support services related to computer networks and/or telecommunications associated with Quality Assurance. Contractor shall use Quality Control processes to review existing performance and recommend process improvements to improve performance metrics. The success of the Contractor in this area is dependent on the ability to properly identify and measure those ITSM Processes implemented by the Government.

• Support and document an established Quality Control process using the Deming cycle, i.e., the Plan, Do, Check, Act (PDCA). This process should focus on identifying root causes or deficiencies in service operations.

• Document specific levels of quality that need to be achieved and how those objectives will be measured based upon the established Government applicable service level requirements.

• Collect data from the ITSM system and end users for the ITSM processes including, but are not limited to, Incident Management, Change Management, Problem Management and Knowledge Management.

• Review and analyze collected data comparing it to expected level of quality listed in the attached QASP.

• Determine the differences between expected and achieved levels of quality, determine the root cause of the discrepancy/ deficiency, identify service deficiencies and recommend courses of action that will improve the process being reviewed.

• Provide engineering support for scheduled Quality Assurance Reviews that identify whether service quality is being met IAW performance requirements established in the

QASP.

5.3.6 Incident and Service Management Request Support

weeks per year (8x5x52) (Federal business days).

The Contractor shall provide administrative and analytical support related to computer networks and/or telecommunications Incident and Service Request Management. Contractor shall ensure the incident and service request management Standard Operation Procedures (SOPs) and system workflows are being closely adhered to as the technicians work through requests. The environment is supported by BMC Remedy, Crystal Reporting, and BMC Analytics.

• Act as a point of contact for all Government office IM process activities

• Conduct technical and non-technical reviews of incident management procedures and recommend process improvements.

• Identify and report on trends and potential problem sources by reviewing incident and problem analyses.

• Track and manage all open incidents.

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