Draft_PWS___WRTC_Tech_Services.docx

Performance Work Statement US Army Reserve Western Regional Training Center (WRTC) Support Services for the US Army Reserve 88th Regional Support Command (RSC)

PART 1

GENERAL INFORMATION

1. General: This is a non-personal services requirement to provide support for the US Army Reserve, 88TH Regional Support Command (RSC) Western Regional Training Center (WRTC) Operations and Sustainment Support.

1.1 Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to the 88th RSC as defined in this Performance Work Statement except for those items specified as government furnished property and services.

1.2 Project Title: US Army Reserve, 88TH Regional Support Command (RSC) Western Regional Training Center (WRTC) Operations and Sustainment Support.

1.3 Background: The US Army Reserve 88th Regional Support Command (RSC) continually provides best in class services and base operations support for the Soldiers, families, civilians and units in the Northwest region of the United States. The Western Regional Training Center in Ogden, Utah supports the overall mission of the 88th RSC in the training of Soldiers and Civilians. A multitude of information technology systems are being trained in the training center that requires many different network configurations in order to provide the level of training required by each different system.

2. Scope: The 88th RSC requires non-personal, professional technical services in support of the WRTC in the areas of: 1) New Equipment Training (NET) Fielding Site support for 5 automation training classrooms and 2 site classrooms that accommodates up to 130 students for New Equipment Training (NET) of LOG Automation Systems and other equipment systems as required; 2) Configure and integrate automation systems to include the Wide Area Network/WI-FI/Local Area Network requirements and expertise for the training center; 3) Center classroom networking to support the Solaris operating System, UNIX based operating Systems, Windows applications, and server platforms; and 4) CISCO and routing and switching design and development for classrooms. USARC currently has a minimum training plan for the utilization of the center for the NET fielding and NEW requirement for GCSS-A (Global Combat Support System-Army) fielding and training.

3. General Requirements:

3.1 Kickoff Meeting: Within 20 days of execution of the contract, the Contractor shall schedule a kickoff meeting to be hosted at the delivery address. The meeting must occur within 30 days of contract execution and must be attended in person.

3.2 Knowledge, Skills, and Abilities. The contractor will provide staff who are proficient in the following areas:

· High-level proficiency in network and telephony systems support.

· Ability to take knowledge/information and transform it into use messages through the best communication channels.

· Proficient in project management (PMBOK) and ITIL methodologies.

· Ability to multitask and prioritize.

· Ability to organize, provide, and conduct training and educational programs for information systems.

· Ability to plan, organize and coordinate work activities toward the successful accomplishment of a task, goal, or project.

· Ability to communicate both orally and in writing, with customers, communities of practice, peers, and stakeholders.

· Proficient in MSSQL scripting and queries.

4. Specific Tasks:

4.1 IM/IT Program Management

4.1.1 Task 1: IM/IT Program and Project Management Support

The contractor shall assist and provide support to the 88th RSC, WRTC in all areas of IM/IT Program and Project Management. This includes defining project scope, objectives, detailed work plans, schedules, estimates, resource plans, and taking projects from original concept through final implementation. The contractor shall provide technical and analytical guidance to the project team while interfacing with all areas affected by the project including end users, computer services and client services. The contractor shall utilize Program Management Book of Knowledge (PMBOK) and/or Information Technology Infrastructure Library (ITIL) methodology for all Program/Project Management Support as appropriate. The contractor shall review project deliverables, provide project tracking, conduct project meetings, and provide project analysis for all assigned projects. The contractor shall be the single point of contact for these projects. The contractor shall provide recommendations regarding hardware and system software planning and budgeting. The contractor shall manage the integration of government material fielding agency tasks, track and review government material fielding agency deliverables.

4.2 IM/IT Training

4.2.1 Task 2: IM/IT Training Support

The contractor shall organize, provide, and conduct basic training and educational programs for information systems or user personnel while maintaining records of training activities and program effectiveness. The contractor shall support execution of all phases of information systems training. The contractor shall develop and promote standard operating procedures.

4.3 Technical Support

4.3.1 Task 3: Desktop Support

The contractor shall provide workstation administration setup, installation of terminals and associated hardware. The contractor shall install, configure and maintain operating system workstations in support of business processing requirements. The contractor shall provide End User Development (EUD) support service and incident resolution. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties; Recommends systems modification to reduce user problems. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems; Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. The contractor shall perform data backups, recoveries of workstations and audits of hardware and software.

4.3.2 Task 4: Network Support

The contractor shall provide server administration setup, first and second-tier support for server or mainframe applications and hardware while escalating more complex problems to USARC Tier Three Helpdesk. The contractor shall provide End User Development (EUD) support service and incident resolution. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties; Recommends systems modification to reduce user problems. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems; Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. The contractor shall monitor and tune network systems to achieve optimum performance levels. The contractor shall perform systems software upgrades to operating systems and layered software packages to include: planning, scheduling, testing and coordination of upgrades. The contractor shall perform data backups and recoveries of server and mainframe applications, and monitor/maintain systems software licensing and maintenance agreements. The contractor shall maintain the integrity of the operating system environment, space forecasts, perform audits and maintain software and hardware inventories.

4.3.3 Task 5: Network Infrastructure

The contractor shall provide support for the 88th RSC IT infrastructure at the WRTC and throughout the 88th RSC Area of Responsibility (AOR). Specifically this effort includes, but is not limited to: network patch cord (drops)/cross connect installation, inspecting, testing and validation, which include fiber and copper, in the communication closets to required locations within the facilities. The contractor shall install patch panels, network switches, modems, concentrators, wireless access points, channel banks and any other IT project specific network equipment as applicable. This also includes all systems residing on the customer premise, beyond the carrier demarcation point. This may include, but not limited to, planning data networks, designing infrastructure, engineering, installing, testing, and maintaining network wired and wireless infrastructures. The contract shall maintain currency and a high level of technical skill in field of expertise.

4.3.4 Task 6: Tool Room Management System (TRMS)

The Tool Room Management System (TRMS) is an inventory and accountability management system that allows visibility of tools through all phases of asset transactions, storage, and maintenance. The TRMS is designed to work in a network environment or as a standalone system.

The contractor shall provide management, maintenance and database administration of the TRMS virtual servers, MSSQL servers, and TRMS web application servers this includes but is not limited to: MSSQL data integrity and availability, Creation and validation of daily backups, Ensuring the integrity of data in the event of loss, service configuration and connection creation, Troubleshooting connectivity issues and availability, Examination of error logs on a daily and weekly basis to ensure normal operations, Fedlog uploads and configuration for automatic load into TRMS application, Assist with onboarding units as needed during installations (88th RSC/81st RSC), Construct SQL queries to examine potential data issues and assist the 88th customers, Perform data Integrity, Confidentiality, and Availability (ICA) daily, Perform database logging and index control, Perform MSSQL scripting and queries, and Perform end-user TRMS support.

4.3.5 Task 7: Documentation Support

The Contractor shall prepare and/or maintain systems, programming, and operations documentation, procedures, and methods including user manuals and reference manuals. The contractor shall also maintain a current internal documentation library. The contractor will also provide or coordinate special documentation services as required. The contractor shall utilize a collaborative, controlled, and versioned documentation standard operating procedure.

4.3.6 Task 8: Configure and Support WRTC for New Equipment Training

The contract shall support execution of all phases of information systems training. Interact with network services, software engineering and applications development to restore service. The contractor shall setup classrooms with different hardware and access to support the various Standard Army Information Management Systems (STAMIS) being instructed, and support and monitor classroom operation. The contractor shall maintain, configure and support New Equipment Training for the Army Reserves Automation Systems: MTS (Movement Tracking System), BCS3 (Battle Command Support and Sustainment System, VSAT (Very Small Aperture Terminal), CAISI (Combat Service Support Automated Information Systems Interface), and prepare for future GCSS-A training and fielding requirements. The contractor shall integrate, upgrade and repair hardware, software, communications and network components to ensure compatibility with automation training requirements.

5. DELIVERABLES AND DELIVERY SCHEDULE: Deliverables and delivery schedule will be accomplished in accordance with the overall USARC WRTC training schedule. Classroom/network configuration and setup will be accomplished in time for start of each individual training session. All deliverables are identified in the PWS paragraphs and further identified in the Table 1 below.

5.1 The Contractor shall provide a monthly activity report to the COR and Executive Officer, no later than five (5) working days after the end of the month. At a minimum, the report shall contain a description of all major activities completed during the month, any problems encountered including follow-on mitigation or escalation actions taken, products and services delivered during the month, and a brief synopsis of the projects to be worked in the upcoming month.

5.2 The Contractor shall prepare a Task Management Plan (TMP) describing the technical approach, organizational resources, and management controls to be employed to meet the cost, performance, and schedule requirements throughout the PWS execution. The TMP is subject to review and final approval by the government. The TMP should be submitted within one week (5 business days) of contract award. The contractor shall notify the government in any instance when they will be late submitting any deliverable articulated on the Task Management Plan

Table 1. Deliverables

6. GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION (GFE/GFI): The Government will furnish all automation equipment, to include all hardware and software required to support the task. Only Government issued or approved equipment will be allowed to be used in the workplace.

10.1 Contractor shall remain onsite during normal business hours. Typical business hours are from 7 AM to 4 PM MTZ.

10.2 Recognized Holidays: The Contractor is not required to perform services on the holidays listed below:

10. SECURITY: The work that the contract personnel will perform will be at most classified as FOUO. The contractor provided personnel shall have in-place, as of contract award, a favorable National Agency Check (NAC). All contractor personnel must meet the terms of this statement Of Objectives and must be United States citizens. The contractor shall not divulge any information about files, data, processing activities or functions, user IDs, passwords, FOUO data, PII data or other knowledge that may be gained, to anyone who is not authorized to have access to such information. The contractor personnel shall abide by all agency rules, procedures, and standards of conduct.

10.1 Information Assurance (IA) Training and Certification: The Service Providers IA personnel shall be able to demonstrate the required level of technical and/or managerial skills and experience. It is DOD policy (DoDD 8570.1) that “the IA workforce knowledge and skills be verified through standard certification testing.” Army IA personnel must attain and maintain Information Technology (IT) IA certifications appropriate for the technical and/or managerial requirements of their position. Army and DoD regulations require specific training and certifications at different levels and IA Workforce must become familiar with the training and certification requirements in accordance with their title and position. Service Providers personnel who have privileged access (IT-I and IT-II) are required to be IA trained, certified and maintain their certifications.

10.2 DoD IA Workforce: Includes but is not limited to all individuals performing any of the IA functions described in DoD Directive 8570.01-M and Best Business Practice (BBP) Information Assurance (IA) Training and Certification (version 2.0)(Issue 28 FEB 2006) updated 9 MAR 2007. The requirements for training and certifications shall be in accordance with DoDD 8570.01-M and the BBP. Additional references: AR 25-2 Information Assurance, dated 24 OCT 2007 and DoD Directive 8570.1 (DoDD 8570.1) Information Assurance Training, Certification and Workforce Management, 15 AUG 2004.

10.3 Information Assurance (IA)/Information Technology (IT) Training Certification: All contractor employees supporting IA/IT functions shall be appropriately certified upon contract IAW DoD 8570.01-M, DFARS 252.239-7001 and AR 25-2. The baseline certification as stipulated in DoD 8570.01-M must be completed upon contract award.

11. Contract Administration

11.1 Contracting Officer Representative (COR): The COR will be identified by separate letter. The COR monitors all technical aspects of the task order and assists in task order administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the task order; perform inspections necessary in connection with task order performance; maintain written and oral communications with the Contractor concerning technical aspects of the task order; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notify both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

11.2 The Contractor shall execute the work under the direction of a responsible representative approved by the Government. The company officer or representative shall be designated as the Contractor’s Project Manager and shall be responsible for complete coordination of all work under this contract. All work shall be accomplished with adequate internal controls, quality assurance processes, and review procedures established by the Contractor to ensure technical accuracy and eliminate conflicts, errors, and omissions. The Government may elect to provide third party technical inspection.

11.3 Non-Personal Services. The Government shall neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services. If the contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the Procuring Contracting Officer (PCO) immediately.

11.4 Quality Control. The Contractor shall develop, maintain and execute an approved quality control plan (QCP). This quality control plan shall define processes to monitor Contractor performance at applicable PWS locations and ensure compliance with the requirements of this task order and applicable regulatory guidance. The Contractor’s QCP shall delineate procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor shall electronically submit a comprehensive, written QCP to the Contracting Officer Representative (COR) within 30 days of task order award. The QCP shall be reviewed by the Government before acceptance. After review of the quality control plan, the Contracting Officer (KO) will provide the Contractor with written acceptance or rejection of the QCP along with any proposed changes.

11.5 Quality Assurance. The government will evaluate the Contractor’s performance under this task order in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

11.6 Contractor Manpower Reporting: The Office of the Assistant Secretary of the Army (Manpower & Reserve Affairs) operates and maintains a secure Army data collection site where the Contractor will report ALL Contractor manpower (including sub-contractor manpower) required for performance of this contract. The Contractor is required to completely fill in all the information in the format using the following web address: https://cmra.army.mil. The required information includes: (l) Contract Number; (2) Delivery Order Number (If applicable); (3) Task Order Number (If applicable); (4) Requiring Activity Unit Identification Code (UIC); (5) Command; (6) Contractor Contact Information; (7) Federal Service Code (FSC); (8) Direct Labor Hours; (9) Direct Labor Dollars; and, (10) Location. In the event the Contracting Officer's Representative (COR)/Contracting Officer's Technical Representative (COTR) has not entered their data requirements first, the Contractor must also enter the COR/COTR required data with the exception of fund cite, obligations, and disbursement data.