Performance Work Statement (draft).pdf

DoD ACQUISITION SENSITIVE

Source Selection Information – See FAR 2.101 and 3.104

Defense Information School Technology and Logistics Support Services (DTLSS)

Performance Work Statement (PWS)

08 October 2020

1. DINFOS Contract

Contract Number (completed by KO at time of contract award)

Previous Contract Number (completed by KO at time of contract award)

1.1. Contracting Officer Representative (COR)

Name: Leslie A. Riffey

Organization: Defense Information School (DINFOS)/DOL/COR

Department of Defense Activity Address Code

(DODAAC):

HQ0515

Address: 6500 Mapes Road Fort Meade, MD 20755

Phone Number: 301-677-5685

E-Mail Address: leslie.a.riffey.civ@mail.mil

PWS Task Area

1.2. Alternate COR’s:

Name: Glenn P. Stewart

Organization: Defense Information School (DINFOS)/DPT/ESB

Department of Defense Activity Address Code

(DODAAC):

HQ0515

Address: 6500 Mapes Road Fort Meade, MD 20755

Phone Number: 301-677-5685

E-Mail Address: glenn.p.stewart.civ@mail.mil

PWS Task Area 6.5

Name: Renee Castleberry

Organization: Defense Information School (DINFOS)/DPT/ITSB

Department of Defense Activity Address Code

(DODAAC):

HQ0515

Address: 6500 Mapes Road Fort Meade, MD 20755

Phone Number: 301-677-5685

E-Mail Address: renee.m.castleberry.civ@mail.mil

PWS Task Area 6.1; 6.2; 6.3; & 6.4

Name: Mikel Griffith

Organization: Defense Information School (DINFOS)/DOL

Department of Defense Activity Address Code

(DODAAC):

HQ0515

Address: 6500 Mapes Road Fort Meade, MD 20755

Phone Number: 301-677-5685

E-Mail Address: mikel.griffith.civ@mail.mil

PWS Task Area 6.6

2. Task Order Title

DINFOS Technology and Logistics Support Services (DTLSS)

3. Background The Defense Information School has a long-standing tradition of producing outstanding Public Affairs and Visual Information personnel for the Department of Defense. DINFOS provides entry level, intermediate, and advanced training in the principles, techniques, and applications of public affairs, journalism, photojournalism, broadcasting, electronic imaging, broadcast systems maintenance, video production, and visual information management. Instruction is provided to officers, enlisted personnel, and civilian employees of all branches of the armed forces and other Government organizations to prepare them for worldwide assignments within the Department of Defense. DINFOS conducts residential, contract, mobile and distributed learning to meet the training requirements of the Services. The school conducts over 20 courses to train approximately 3,500 military and civilian personnel annually in the public affairs and visual information career fields. DINFOS employs 97 Department of Defense civilians and 186 Military members to accomplish the training mission. The DINFOS resident campus consists of both classroom and office/conference rooms (321,000 sf) and a nearby Field Training Exercise (FTX) area. Information Technology (IT) support is also provided to five student detachments located adjacent to the DINFOS building.

The mission of the Defense Information School (DINFOS) is to grow and sustain a corps of professional organizational communicators who fulfill the communication needs of military and government leaders and audiences. DINFOS’ goals include delivering total professional development support to organizational communicators throughout their careers, whenever and wherever needed, and becoming the DoD Interagency Center of Excellence for organizational communications. To accomplish its mission, DINFOS exploits information technology, logistical, and broadcast solutions through its strategic initiatives to produce training for real-time, worldwide, joint Service requirements.

In order to provide connectivity, network/asset management, computing, system development, operations and maintenance, core IT services, broadcast and audio/visual acquisition and maintenance, engineering design and integration, and logistical support, DINFOS intends to provide the full range of staff service and support solutions to ensure all users have responsive and equitable access to common services on a daily basis.

DINFOS seeks to provides full IT service desk, network security and engineering, and applications development and maintenance; broadcast and audio/visual design, integration, acquisition and equipment maintenance; and accountability/management control of the DINFOS property resources to include expendable, durable, and non-expendable property in support of the DINFOS campus environment.

DINFOS’s EDUNet includes all hardware, software, middleware, cable plant and wireless infrastructure, technical settings, tools, devices and configurations, including all supporting infrastructure and related ancillary and functional components, that are required to provide IT services for an unclassified educational network.

These components, referred to herein as “DINFOS EDUNet Components" include, but are not limited to, all servers, desktops, laptops, cables, routers, switches, firewalls, intrusion detection systems, wireless infrastructure, voice capabilities (e.g., telephones), video teleconferencing equipment, and supporting infrastructure. DINFOS IT Services is responsible for monitoring and operating all components of the organization’s EDUNet.

For the purposes of this task order, there are three distinct areas of responsibility (AORs) that provide integrated and efficient support services to enable the DINFOS training and education mission:

● DINFOS Information Technology

● DINFOS Broadcast and Audio/Visual Engineering

● DINFOS Logistics / Facilities

3.1. DINFOS Information Technology Services. The required on-site support for the DINFOS IT AOR is based at DINFOS at Ft. Meade. DINFOS requires a tiered, online approach to supporting both in-house resident, virtual, and distance training through the use of both classroom and virtual technologies. The architecture provides the capability to perform online support for both virtual and distance training, as well as perform automated and assisted security management from the DINFOS Fort Meade location. DINFOS Information Technology Services provides full IT support both staff and classroom functions which includes, but is not limited to the following systems:

3.1.1. The following end point assets and peripherals are supported:

● 700+ Multimedia (Digital Photo/Video/Graphics) editing workstations/notebooks

● 700+ Administrative workstations/notebooks

● 100+ Document/Photo Printers & Plotters

3.1.2. The following network equipment and tools are supported:

● Cisco Infrastructure supporting fixed and wireless architectures, as well as a Voice Over IP (VOIP) telecommunications infrastructure

● Palo Alto Firewalls with VPN support through Global Protect

● 800 Tb Nutanix Storage Area Network

● Network monitoring and server tools

● ActiveClient, VMWare, Splunk, Big Fix, Nessus Scanning, Global Protect, HBSS, ACAS

3.1.3. The following Software (COTS/Custom) tools and applications are supported:

● Google GSuite collaboration tools

● Blackboard LMS

● Adobe Creative Cloud

● Microsoft Office Suite

● Telerik, AWS Glacier, Vericode

● The DINFOS Management System (DMS)

DINFOS IT Services operates a centrally managed Network Operations Center that supports the DINFOS EDU Network (EDUNet) environment. The NOC manages EDU systems including but not limited to, HBSS, ePo, ACAS, Big Fix, etc. The NOC pushes out approved patches, software upgrades, firewall rules, AD group policies, and HBSS policies for the EDUNet.

On average, there are 350 service tickets that are submitted to the service desk weekly; over 4000 new accounts created annually; and over 1300 password and Common Access Card (CAC) pin resets annually.

There are 75 products servers of which 72 are on virtual platforms. Most servers are currently running Windows 2008 R2 in 64-bit mode. SQL Servers are running SQL Cluster 2008 R2. DINFOS utilizes both DEE and commercial email to support staff/faculty and students. The active directory structure for DINFOS consists of three forests: a DMZ forest, a production forest, and a test development forest. The production forest also has a child domain which supports all student functions. DINFOS provides wireless capability throughout the campus which also consists of complete technical support to five (5) detachment buildings that house students, as well as the individual command/control component for the individual service. Each of the detachments house an 8-12 station classroom lab area.

The required on-site support for the DINFOS IT AOR is based at DINFOS at Ft. Meade. DINFOS requires a tiered, online approach to supporting both in-house resident, virtual, and distance training through the use of both classroom and virtual technologies. The architecture provides the capability to perform online support for both virtual and distance training, as well as perform automated and assisted security management from the DINFOS Fort Meade location.

3.2. DINFOS Audio/Visual and Broadcast Engineering.

DINFOS Audio/Visual and Broadcast Engineering is accomplished by the Engineering Support Branch (ESB) which operates a centrally located maintenance and support shop that supports the entire spectrum of audio/visual and broadcast engineering equipment. Generally, all of the equipment supported is commercial, off-the-shelf (COTS) computers and audio/visual technology. DINFOS Audio/Visual and Broadcast Engineering provides engineering design, integration, acquisition and equipment maintenance for staff and classroom functions which includes, but is not limited to the following systems:

3.2.1. The following photography, videography, and lighting equipment are supported:

● 600+ DSLR Photo/Video Camera Kits. All DINFOS camera kits utilize a Digital Single Lense Reflex (DSLR) camera and variate based on the needs of the individual courses.

○ 1-2 DSLR Cameras

○ 2-6 Lenses with Filters

○ Wired and Wireless Microphones

○ Multi-Channel Field Audio Recorders

○ Speedlight Flash Units

○ POV Cameras

○ Tripod System

● 250+ lighting kits consisting of 3-point LED lights, ring flash, backdrops and umbrellas.

● 1000+ multi-channel field audio recorders

3.2.2. The following classroom and conference rooms systems are supported (100+ classrooms):

● Desktop Computers (instructor station drives projection system)

● Pen Displays

● Projectors & Projector Screens

● Interactive Monitors/Projectors/Systems and Audio Monitors/Speakers

● Industry signal standards (HDMI, USB, Miracast, Analog and/or Digital Audio & Video)

3.2.3. The following Radio and Television Studio equipment systems are supported:

● 15 Broadcast radio studios consist of console boards, telephone interfaces, router control panels, program delay manager, Audio editing hardware & software and a radio automation system and other ancillary equipment.

● Three (3) full HDTV capable analog (composite & component, YPbPr) and digital audio, video and sync signals utilizing a variety of connections; HDMI, SDI, XLR, phoenix etc...

○ Studio Cameras

○ Camera Control Units

○ Studio Lighting

○ Teleprompters

○ Switchers - Program, Preview/Pre-Set

○ Audio and Video Distribution Equipment - Distribution Amplifiers, Patch Panels, Routers

○ Audio & Video Signal Monitoring Equipment

○ Character Generators

○ Playback Equipment - Playout Servers, Disc and Solid State Recorders/Players

○ Audio & Video Test Equipment - Signal Generators, Audio Analyzers, Waveform

Monitors, Vectorscopes

○ And other ancillary equipment

3.2.4. The following Broadcast Transmission and Microwave systems are supported:

● Four (4) 500W AM & five 150W FM

● Five (5) 10W TV analog transmission systems

● Two (2) 50mW IP-based microwave systems, with a total of four transceivers

● Three (3) digital CATV 256-QAM, 1024-QAM capable transmission systems

● One (1) .5-1W Multichannel Multipoint Distribution Service (MMDS) system.

● Five (5) AM, FM & TV and 2 Microwave Transmission systems

● Three (3) VTC systems

● One (1) In-House CATV Headend and PA system

● A/V Control/Automation and other equipment

All DINFOS camera kits utilize a Digital Single Lense Reflex (DSLR) camera and variate based on the needs of the individual courses however, the variations are minor. Lighting Kits: Several courses utilize field light kits that consist of 3-Point LED field lights with stands, Speedlight brackets, umbrellas and ring flashes.

All radio studios can ingest either analog and digital audio (AES/EBU) and routes between equipment utilizing Audio over Internet Protocol (AoIP). The three TV studios are used to train students in all aspects of operations and maintenance of a typical industry standard studio. The DINFOS TV studios are full HDTV capable and again, may utilize analog (composite & component, YPbPr) and digital audio, video and sync signals utilizing a variety of connections; HDMI, SDI, XLR, phoenix etc.

Two of the courses conducted at DINFOS also instruct students in the operations and maintenance of Transmission equipment relevant to the broadcast industry. DINFOS is not licensed by the Federal Communications Commission (FCC) or any other regulatory organization to propagate any terrestrial Radio Frequency (RF) signal. As such, all of the AM, FM and TV transmitters are not actively fed or directly connected to any traditional radiating antenna system for broadcast, instead all RF outputs are connected to “Ground” via a “Dummy Load”.

The required on-site support for the DINFOS Audio/Visual and Broadcast Engineering Services AOR is based at DINFOS at Ft. Meade. On average, there are 232 service tickets that are submitted to the Engineering Support Branch weekly, the majority of those being Periodic Maintenance Inspections (PMIs) and the rest covering equipment repairs, equipment and/or systems programming & configuring and room set-up requests for special events.

3.3. DINFOS Asset and Facility Management Services

DINFOS Asset and Facility Management Services is accomplished by the Directorate of Logistics and includes acquisition, accountability, turn-in, receiving and shipping, issuing and managing retail supplies / property book equipment, providing transportation management services, and provides facility support.

This support includes the following:

● Issuance of supplies used for administrative and training purposes

● Transportation Motor Pool coordination

● Processing of all incoming and outgoing equipment and packages

● Requisitioning, accountability, issuing and the turn-in procedures of equipment

● Supporting and resolving facility maintenance issues

● Support for the offsite field training exercise (FTX) site

DINFOS Asset and Facility Management Services operates a centrally located receiving and inventory shop, as well as the student issue point that provides accountability through check-in/check-out of all audio/visual equipment.

3.3.1. The following daily logistical functions are supported:

● 1,200 + receiving and shipping packages

● 250+ vehicle requests

● 60+ supply requests totalling more than 3500 expendable supplies

● 1800+ assets received and processed for property book

● 2900+ assets evaluated and processed for disposition and turn-in

● 45+ FTX Op orders and requests

4. The DINFOS Management Approach

The management approach of DINFOS Services Support Management Team is adopted from industry accepted best practices for Information Technology, Broadcast Engineering, and Logistical services and focuses on the use of strong core-competency skills within each discipline. The key leadership positions in the DINFOS management team are identified below. These positions are consistent with industry accepted best practices and demonstrate the government’s commitment providing strong core-competency leadership within the disciplines required to successfully operate the school’s ongoing training mission. These leadership positions are filled by U.S. Government Civilian personnel assigned to DINFOS. The Government personnel filling these positions have been selected based on their training, experience and ability to provide robust leadership with their specific core competency area.

To support this management approach, the DINFOS Management Team (Technical Services Division) is looking to acquire support contractors with the expertise and experience to position the government leadership team to succeed within their respective disciplines. The contractor skills required are unique to each core competency area and mandate that personnel supporting these disciplines have demonstrated strong technical skills that have been achieved through deep experience within these core competency areas. The government leadership team, via the Contracting Officer’s Representative (COR), will establish the day-to-day operational priorities for the contractor workforce. Accordingly, the contractor must execute IAW the established Acceptable Quality Levels (AQLs) specified in Appendix B.

Key DINFOS Government Leadership Billets:

● DINFOS Contracting Officer Representative (COR)

● DINFOS Director of Plans and Technology

● DINFOS Director of Logistics

● DINFOS Chief of Information Technology

● DINFOS Chief Engineer

Contractor Key Personnel Positions (See Appendix A):

● Site/program manager

● Project Manager

● Warehouse Specialist

● Property Custodian

● Supply Technician

● Service Desk Manager

● Apps Manager

● Network Manager

5. Objective

The objective of this contract is to obtain a broad range of high-quality Information Technology, Engineering, and Logistical support for the Defense Information School (DINFOS) located at 6500 Mapes Road, Fort George Meade, Maryland. The Government reserves the right to revise the PWS to add or delete various equipment/facility operations and maintenance actions, as required, to support the DINFOS training equipment and/or facilities. Any changes in the terms of the contract that affect the price and/or performance time, or any other major changes of any kind will have to be authorized in writing by the Contracting Officer ONLY before the contractor acts to make any changes. Any unauthorized work will be at the Contractor’s expense.

6. Scope

This contract encompasses the full range of operational support capabilities that are required by DINFOS Information Technology, Broadcast Engineering and Audio Visual, and Logistics Services Teams. The objective of this contract is to obtain a broad range of high-quality support for the Defense Information School (DINFOS) located at 6500 Mapes Road, Fort George Meade, Maryland. The Government reserves the right to revise the PWS to add or delete various equipment/facility operations and maintenance actions, as required, to support the DINFOS training equipment and/or facilities. Any changes in the terms of the contract that affect the price and/or performance time, or any other major changes of any kind will have to be authorized in writing by the Contracting Officer ONLY before the contractor acts to make any changes.

The functional scope of the tasks associated with this effort are detailed below. This contract encompasses Task Areas 1 through 6 as listed below.

6.1. Task Area 1 - Program Administration and Project Management Support The Contractor shall provide overall Program Administration of this contract to ensure that work under this contract is managed efficiently, and shall provide industry standard best practices to provide ongoing support throughout the period of performance. In addition, the contract shall provide project management support to ensure the successful initiation, planning, management, execution, and closure of technology-driven projects. Tasks described in 7.1 include, but are not limited to contract program management, development and implementation of the program management plan, contract transition activities, develop, implement and provide status reporting of performance metrics; and provide a trained and qualified staff based on the scope of this contract. In addition, 7.1 also describes required project management support for individual project efforts. This includes providing consultation with clients throughout DINFOS to gather information about project needs, objectives, and functions; perform planning, analysis, design, and construction of projects organization-wide; create, coordinate, and maintain Project Charters, Work Breakdown Structure (WBS), milestone charts, and other project documentation; and elicit, analyze, specify, and validate end-user requirements. Additionally, other business administrative support actions related to the management of this contract shall be required IAW the subtasks identified in Section 7.1.

6.2. Task Area 2 – Service Management

The Contractor shall provide centralized service management capabilities which provides the government with full incident lifecycle management for all assets supported within the three AORs defined in Section 3 and focuses on customer needs and services, as well as continuous service improvement. Service Management capabilities should include incident management with a simplified and centralized service desk and ticketing systems that manages submissions via email, phone call, service portal and walk-ups;

configuration and asset management that maintains critical infrastructure information including hardware, software, and network documentation; problem management which helps to identify root cause, change management for assessing and monitoring change essential to mission support systems; and release management. As part of the service management task area, the Contractor will provide tiered support for corrective maintenance, as well as provide scheduled and systematic preventive maintenance for both hardware and software assets supported in the three AORs. Additionally, other service management operations related to this task shall be required IAW the subtasks identified in Section 7.3.

6.3. Task Area 3 – Information Technology Operations and Maintenance

The Contractor shall provide services to perform day-to-day technical operations supporting the staff, faculty, and students of DINFOS. This includes network management, system administration, cyber security, and infrastructure protection for all critical systems (both hardware and software) associated with the DINFOS Academic Network (on-premise and Cloud-based systems). The Contractor shall ensure that information technology assets are reliable, available, provide confidentiality and non-repudiation, and that IT systems are safe from unauthorized use and intrusion. Tasks in this area include vulnerability assessments and mediations, recommending information system security policies and procedures (e.g., remote, internet, firewall, and Risk Management Framework procedures), Federal Information Security Management Act (FISMA) implementation support, business continuity planning, and recommending automated tools to identify and neutralize threats to information systems and users. In addition, the Contractor shall provide configuration management of end point assets, Continuity of Operations Planning (COOP) support, systems engineering and implementation, and DNS management using information assurance best practices as outlined by the DOD Information Technology Academic Consortium (DIATC), DISA, DMA CITO, and domain-level Government Information System Security Managers (ISSMs).

Additionally, other IT operations and maintenance actions related to this task area shall be required IAW the subtasks identified in Section 7.4.

6.4. Task Area 4 – Software Development and Maintenance

The Contractor shall provide technical subject matter expertise to design, develop, test and implement customized software applications, database applications, and other solutions not available in off-the-shelf modular software applications. Tasks in this area include requirements analysis, design, coding, and testing;

web development and management; database development and management; application prototyping; and production development. Additionally, other software development actions related to this task area shall be required IAW the subtasks identified in Section 7.4.

6.5. Task Area 5 – Audio/Visual and Broadcast Engineering

The Contractor shall provide support and service all Audio/Visual and Broadcast technology equipment.

The Contractor will be responsible for the servicing and ensuring the operational status of all equipment/systems identified in Section 3.2 by applying the preventive and corrective measures in accordance with the subtasks detailed in Sections 7.3 and 7.5. This includes traditional audio/visual equipment supporting classrooms and conference rooms; photographic, videographic, and lighting kits supporting both staff and faculty and student requirements; radio and television equipment; and broadcast transmission equipment. Additionally, other audio/visual and broadcast engineering actions related to this task area shall be required IAW the subtasks identified in Section 7.5.

6.6. Task Area 6 – Asset Management and Facilities Operations

The Contractor shall provide Logistical support services. Logistical support services describe the contractor responsibility for ensuring property accountability IAW regulations and local OI’s. The contractor will be responsible for the administration and management of the Student Issue Point (SIP) maintaining equipment, scheduling pick up and turn in of equipment, ensuring equipment is returned clean and serviceable, identifying replacement parts for equipment to be procured by the government. Issuing and maintaining stock level expendable supplies ; DINFOS Warehouse Operations that include shipping and receiving of supplies and equipment; maintaining stock level supplies, issuing expendable / durable supplies to customers; Facility Operations that include tracking and coordinating facility service desk tickets ensuring jobs are tasked out and closed out upon completion, determine items for repair, review utilities consumption and submit reports to the government; Field Training (FTX) / Vehicle control, schedule field training sites to departments and ensure cleanliness and safe practices; and scheduling and coordinating vehicle requirements through TMP and inspects returned vehicles for fuel and cleanliness.

7. Specific Tasks The specific tasks outlined in Sections 7.1 through 7.6 below describe measurable performance standards within the six Task Areas identified in Section 6 (Scope). Deliverable requirements from Sections 7.1 through 7.6 are consolidated in Appendix C (Deliverables). All measurable performance standards and deliverables will be graded against the Quality Assurance Surveillance Plan in Appendix D (QASP).

7.1. Task Area 1 – Program Administration and Project Management Support Services DINFOS has determined that management of all technology and logistical services through a singular model is preferred. To take advantage of efficiencies throughout the life of the Contract, DINFOS requires effective leadership and communication mechanisms from the Contractor. The Contractor must provide program management and control to resolve the complexities of implementing, integrating, and securing mission-critical solutions across the three DINFOS AORs; ensure effective delivery and support of IT, Broadcast Engineering, and Logistical services; ensure efficient use of government resources; minimize to the greatest extent the possible risk to the Government; maximize continuous process improvement to achieve consistent application of processes to effectively deliver services in accordance with DMA and DINFOS-level policies; and utilize standard project management metrics to measure and maintain an acceptable customer satisfaction level. Activities include, but are not limited to, project planning, orientation, project transition management, management reporting, performance metrics tracking and reporting, in-progress reviews, contract personnel management, presentations, and project financial analysis and reporting.

In addition, DINFOS has determined that project management support is required to enable engineering and operational enhancement projects that are technology-driven and support the academic environment.

Utilization of industry standard best practices/methodologies such as PMI and Lean Six Sigma are preferred. Activities include, but are not limited to, project planning, project status reviews, presentations, and project financial analysis and reporting. Projects include, but are not limited to, efforts which impact critical systems, applications, or services; software development; lifecycle refreshes; major patch updates;

infrastructure or system architecture changes; or efforts that the estimated duration would span multiple days, or level of effort involves more than 20% of the supporting team.

7.1.1. Develop and maintain the Program Management Plan

● Document and implement an approach and strategy for program management. A kick-off meeting and transition period that ensures continuous coverage of functions during contract transition will be addressed in the plan and are subject to government acceptance.

● The program management plan will include, but is not limited to, a performance management plan, configuration management plan, quality assurance/quality control plan, risk management and analysis plan, schedule management plan, contract transition plan.

● Ensure frequent, effective, proactive communications between the Program Manager, COR, Government Leadership Billets, and other internal and external stakeholders.

7.1.2. Perform contract transition for DINFOS

● The contract transition and stabilization period will be as stated in the Schedule and continue for approximately 10 work days. The goals will be to provide uninterrupted services to our customers, continuous visibility into the performance of transition activities, and continued improvement.

● Deliver detailed plans and integrated schedules for each AOR’s project transition activities.

○ After notification of Contract Award, finalize any sub-contract including responsibilities and deliverables.

○ Conduct Kick off meeting with the Government.

○ Finalize Transition Schedule.

● Conduct a transition meeting with the Government.

● Provide the Government with Update Briefs on the status of the Contractor’s plan to assume/transition the responsibilities identified in this PWS as requested.

7.1.3. Develop Performance Management Plan for monitoring/reporting performance metrics.

● Recommend and implement procedures, tools and report templates for the capture, collation and reporting of metrics on tasks in this PWS with Acceptable Quality Levels (AQLs).

○ Reduce the administrative burden by providing automated tracking and reporting where possible.

○ Ensure the procedures, tools and templates allow for updates and changes as DINFOS requirements evolve.

○ Provide statistical analysis and performance trends of the resulting data.

● Provide a Monthly Performance Metrics Report (PMR).

○ Include in detail the contractor’s compliance with this PWS.

○ Utilize metrics from the tasks shown in Sections 7.2 - 7.6 below.

● Provide Weekly Activity Report (WAR)

○ Submit WAR by COB of the first business day following the work week, unless an alternative date is arranged with COR prior to delivery.

○ Include updates with regard to milestones for all projects within Project Plans (7.1.4.4).

○ Include the overall status, project schedule and/or milestones accomplished, deliverables provided, project financial status (on CPFF tasks), staffing issues/vacancies, and other relevant management action items.

○ Include a review of escalated Service Requests (SRs) and the status of critical operational issues.

○ Include a Job Control status update which includes equipment identification, equipment location, description of problem and equipment status, job control number, initial date/time of job notification, date of job completion, job priority, repair parts required, the corrective action taken and accounting data for repair parts that may be on order.

○ Include a summary of all government-approved purchases made in support of this contract (includes repair parts, any consumables, and equipment required to successfully perform the contract mission).

7.1.4. Provide full range of project management support for individual technology projects.

● Manage and document technology-driven projects assigned, which includes but is not limited to the following:

○ Document the Project Charter for each project. Include a project POC, start date, duration, priority, objective, requirements, quality control plan, and proposed solution as minimum elements for each charter.

○ Utilize a formal planning process to develop project plans in accordance with industry best practices - The level of detail should be commensurate with the scope and complexity of the project.

○ Provide market research related to routine lifecycle management of equipment and software, to include annual maintenance.

○ Create status briefings for projects and/or other initiatives.

● Maintain project and technical documentation in a centralized repository as defined by the

Government. This includes systems drawings and cable run lists for all DINFOS equipment and system configuration(s); network diagrams; and any other artifact that must be retained for records management purposes.

7.1.5. Ensure an adequately trained and qualified technical staff is available at all established times.

● Ensure all training of its employees to enable said employees to perform tasks delineated in this PWS. As a minimum, this shall include initial training during the mobilization phase, training of replacement personnel, any necessary refresher training, and training required as a result of Government or Contractor change or modification of equipment. This type of training is the responsibility of the Contractor and will not be reimbursed by the Government.

● Government Identified Unique Training: Training requirements defined by the Government as unique to DMA and its affiliates shall be reimbursed by the Government. Any travel/TDY expenses that are necessary to complete the training will be reimbursed by the Government.

● New Technology: New technology consists of Commercial Off-the-shelf (COTS) applications, operating systems and/or integrated systems not identified in the original contract where the Government requires in-house contractor expertise. Training and travel costs required for new technologies shall be reimbursed by the Government.

7.2. Task Area 2 – Service Management.

DINFOS has determined that service management support is required to ensure a systematic approach to providing both preventive and corrective maintenance to all equipment supporting the DINFOS academic environment. Utilization of industry standard best practices/methodologies such as ITSM and ITIL are preferred. To take advantage of efficiencies throughout the life of the Contract, DINFOS requires effective service management support from the Contractor. Activities include, but are not limited to, maintaining a centralized service desk that provides support to the staff, faculty, and students of DINFOS; providing corrective maintenance consistent with a best-practice, tiered approach to service management; and provide maintenance, installation, and/or modifications to technology equipment identified in Task Areas 2, 3, and 5 of this PWS.

7.2.1. Track all equipment maintenance and support expirations and renewals.

● Ensure that all equipment maintenance and support remain in good standing with no lapses in coverage.

● Create projects for all equipment maintenance and support expirations and renewals far enough in advance to ensure continued coverage.

7.2.2. Corrective Maintenance. Corrective maintenance action requests are processed via an intranet work request application (Service Desk Ticket). Any and all equipment malfunctions will be reported to the contractor via the intranet Service Desk Ticket application but may come directly from the COR/ACOR.

● Ensure adequate technical personnel are available during normal training hours to perform immediate corrective maintenance actions in order to isolate failures, repair/correct faults, and return the equipment/systems to a ready-for-training (RFT) condition.

● The instructor and the COR/ACOR will decide if the training will be stopped, thus, starting the clock on chargeable downtime for an immediate repair response, or if the repair can be postponed.

● The Contractor is encouraged to offer work-around solutions in order to prevent a training stoppage due to equipment and/or systems malfunctions. Close coordination between the Contractor and the COR/ACOR will be expected with regard to implementing work-around solutions.

● The Contractor may establish an off-site repair facility or subcontract repair/rework or return sub-assemblies or modules to the original equipment manufacturer for repair/replacement or purchase an identical replacement.

● Equipment covered includes, but is not limited to the following:

○ Information Technology End-Point-Assets (Desktop & Laptop computers, Peripherals, Printers)

○ Television Studio Lighting, including all fixtures, control panels, associated control circuits, and wiring.

○ The building’s Public Address (PA) System, including all microphones, cassette decks, tuners, CD players, mixers, amplifiers, speakers, associated control circuits, and associated wiring.

○ Cable TV (CATV) distribution system to include all modulators, demodulators, combiners, tuners, amplifiers, TV Sets, associated distribution hardware, and wiring.

○ Satellite Systems to include all satellite dishes, associated hardware, controllers, satellite receivers, and cabling.

○ Building Security Cameras, controllers, VCRs, DVRs and associated cabling.

○ TV/Radio Studio and work area furniture and rack systems.

○ Video Teleconference (VTC) equipment including tie lines, display equipment, cameras, codecs, and associated cabling.

Provide the government monthly status reports of all open tickets

7.2.3. Provide Tiered (Service Desk through escalation) support for DINFOS customers.

● Provide Tier 1 Service Desk Support services IAW the DINFOS Service Desk SOP for all staff, faculty, and students.

● Develop improvements/enhancements (based on industry best practices (for example ITIL, eTOM and HDI, etc.) to increase the accuracy and efficiency of the DINFOS Service Desk

SOP.

● Receive, triage, document, and track service request entries for all user issues and requests for the EDUNet and forward/track requests for entries involving NIPRNet services.

● Ensure that customers are able to reach the service desk through multiple channels including telephone, email, chat, and physical visit.

● Ensure that all service requests are promptly and accurately documented within the government provided ticket tracking solution (Currently oSTicket for EDUNet and Jira for NIPRNet) so that up-to-date information is available to government management at all times.

● Provide technical expertise sufficient to resolve Tier I problems.

● Escalate incidents and requests that cannot be resolved by the Service Desk to Tier II or Tier III support.

● Develop and maintain SOPs to ensure that each Service Desk activity is clearly defined and documented.

● Develop and actively request customer surveys measuring overall satisfaction and comments.

● Actively communicate with government leadership concerning high priority service requests, incidents, replacement parts and repairs, hardware and software requirements, and other items as appropriate.

● Conduct technical analysis to develop a Weekly Service Desk Trend Analysis Report which identifies the cause of increases and/or decreases (i.e., design changes, outages, events, and other network impact occurrences) in trouble ticket trends.

● Develop improvements/enhancements (based on industry best practices) to increase the accuracy and efficiency of the DINFOS Tier II Incident Management SOP.

● Provide technical expertise sufficient to resolve Tier II problems.

● Develop and maintain SOPs to ensure that Tier II activity is clearly defined and documented.

● Provide Tier III IT Support Services for DINFOS. Tier III is for when problem resolution is beyond the capability of DINFOS technicians.

● Provide Tier III Support services IAW the DINFOS Tier III Incident Management SOP, to end users and local administrators at hub and spoke locations.

● Develop improvements/enhancements (based on industry best practices) to increase the accuracy and efficiency of the DINFOS Tier III Incident Management SOP.

● Perform Tier III troubleshooting and problem resolution for the DINFOS EDUNet.

7.2.4. Provide Preventive Maintenance for all technology systems and assets supporting the DINFOS mission.

● Perform preventive maintenance in accordance with existing and contractor developed PMI procedures and the government provided Preventive Maintenance Schedule (PMS). The Contractor shall have access to the equipment to perform preventive maintenance any time the equipment is not required for training.

○ The contractor shall use the existing PMI procedures or have the option to develop their own. When new technology/equipment is introduced the contractors shall develop PMI procedures for those technologies/equipment.

● Conduct pre- and post-operational inspection/checks consisting of:

○ Cleaning and replacement of expendables such as filters, light bulbs, springs, bushings, etc

○ Replacement of modules or software as well as testing and calibrating, if applicable, to minimize equipment downtime.

● Record completed and on-going maintenance actions in the maintenance database.

● Report to the Government any equipment malfunction or deficiency that may degrade usage and/or impact training.

● Report to the Government, any equipment scheduled that cannot be located after reasonable search.

● Conduct analysis of systems and equipment to determine root cause of malfunctions or degradation in performance and/or signal quality; correct such deficiencies, and maintain system and component integrity.

● Notify the Government if determined that the failure of the equipment resulted from negligence or willful destruction by Government personnel.

7.3. Task Area 3 – Information Technology Operations and Maintenance.

The Contractor shall provide day-to-day information technology support for all on-premise assets supporting the DINFOS academic network and cloud-based systems used for collaborative and learning management activities (currently Google G Suite and Blackboard). The contractor shall perform installations of systems, perform upgrades, asset management, and maintenance support. This support also includes providing configuration management, resource management, backup and recovery management, systems engineering and implementation, DNS management to include DNS Sec; using information assurance best practices as outlined by DISA, DMA CIO, and domain-level Government Information System Security Managers (ISSMs); maintaining quality assurance; providing hardware/software management, maintenance, and lifecycle management support; telecommunications maintenance (data, voice, wireless) and providing system administration support to ensure the highest state of reliability for the network. Provide critical Infrastructure Protection and Information Assurance describes the contractor responsibilities in respect to Information Assurance and what is required to ensure that information technology assets are reliable, available, provide confidentiality and non-repudiation, and that IT systems are safe from unauthorized use and intrusion. This task consists of performing vulnerability assessments and mediations, recommending information system security policies and procedures (e.g., remote, internet, firewall, and Risk Management Framework procedures), Federal Information Security Management Act (FISMA) implementation support, business continuity planning, and recommending automated tools to identify and neutralize threats to information systems and users. The contractor shall ensure that data is protected in case of a disaster. This includes, as a minimum, assisting the Government in the development of a Continuity of Operations Plan (COOP) for DINFOS. The contractor shall test these plans on a regular basis to determine their ability to support mission requirements. Additionally, other Critical Infrastructure Protection and Information Assurance actions related to this task are identified below.

7.3.1. Provide full-range of IT operational support to the DINFOS organization.

● Provide Service Support as described in Section 7.2

● Install, maintain, and support Government purchased hardware and software for DINFOS domain GFE.

● Create and maintain standard image baselines for DINFOS workstations, notebooks, and servers.

● Maintain an accurate listing of all hardware and software related to the EDU Network. The listing reflects licensing and usage levels.

● Perform design, and installation of new cabling, equipment, and associated hardware and software to extend and/or enhance existing services.

● Perform ongoing maintenance activities for all IT systems.

● Evaluate IT systems performance and recommend areas for improvement.

● Evaluate software updates and patches for impact on current baseline configurations, applications, and networks and mitigate these, or develop a Plan of Action and Milestones (POA&M) for related issue resolution, as directed by local authority.

● Interface with vendors and Technical Support Reps, with government concurrence, to resolve hardware and software issues on DINFOS Technology components.

7.3.2. Provide full-range of Network and Systems Administration for the DINFOS EDUNet.

● Plan and conduct system maintenance for DINFOS while minimizing mission impacts. Provide notification to the Government for any planned or unplanned systems maintenance, downtime, or degradation, as per domain SOPs. Perform systems and networks maintenance operations during off-duty hours to minimize impact to users. Off-duty and weekends should be considered prime times for maintenance.

● Create and backup baseline configs for all network devices (routers, switches, firewalls, IDS, IPS, proxy, VPN and VDI appliances, etc..) in compliance with DoD regulations, DISA STIG, and DINFOS SOPs/policies.

● Perform all aspects of Storage Area Network (SAN) administration.

● Configure Information System protective devices and software as required by DINFOS for safeguarding of critical IT resources. Information Systems (IS) protective devices and software include, but are not limited to, firewalls, intrusion detection systems, anti-virus software, etc.

● Perform Capacity Management analysis on DINFOS Technology components to ensure that capacity meets current and future workloads and report the findings.

● Resolve LAN/WAN engineering problems associated with DINFOS Technology components (e.g., LAN hardware, gateways, premise equipment, and systems software).

● Perform infrastructure integration analysis and troubleshooting for the DINFOS EDUNet components.

● Develop and maintain all DINFOS EDUNet and system diagrams (e.g., network diagrams, rack elevations).

● Provide Network Monitoring and Reporting Services. Report on any deviations from established patterns/measures.

○ Monitor the DINFOS EDU Network components and services.

○ Monitor Environmental Controls and Sensors in the DINFOS EDU Network Data

Centers, Telephone Rooms, Wiring Closets, etc...

○ Operate, configure and administer the monitoring functions/capabilities of the DINFOS

EDU Network Systems (e.g., Splunk, Big Fix, Active Client, Global Protect, etc.) and identify/present improved/new capabilities that enhance the situational awareness of the operational posture of the DINFOS EDU Network.

○ Provide DINFOS EDU Network Status & Outage Update Reports.

● Conduct technical research to evaluate the options for an automated and integrated enhanced situational awareness capability to integrate the capabilities of the DINFOS EDU Network.

● Provide Disaster Recovery Support Services for DINFOS.

○ Participate in disaster recovery testing

○ Participate in After Action Reviews (AAR) after each DR exerciset

○ Support disaster recovery planning by ensuring daily backups and/or replications of systems are completed.

● Develop and maintain all DINFOS IT network and system diagrams (e.g., network diagrams, rack elevations).

7.3.3. Provide full-range of Cyber Security and Information Assurance capabilities to support the DINFOS EDUNet

● Support the DINFOS Information Assurance Program through execution of the requirements of the DINFOS domain SOPs implementing DoD Instruction 8500.01 for IA Program.

● Continually maintain currency with DMA CITO policies and implement all applicable policies as directed (such as DoD 8500 directives, NIST 800 series, and DMA IA policies). All contractor personnel shall require background investigation to perform their duties at levels commensurate with particular jobs as indicated below.

○ Contractor personnel who require Privileged access to Government IT resources must meet the suitability requirements for the IT-I position category.

○ Contractor personnel who require Limited Privileged access to Government IT resources must meet the suitability requirements for the IT-II position category.

○ Contractor personnel who require Non-Privileged access to Government IT resources must meet the suitability requirements for the IT-III position category.

● Install and maintain software updates and vendor patches for all devices connected to the

DINFOS EDUNet.

● Implement approved security configuration baselines for IAW DISA Security Technical

Implementation Guides (STIGs).

● Operate and maintain Host Based Security System (HBSS) for all DMA computing assets.

● Provide Risk Management Framework support for DINFOS.

○ Comply with DoDI 8510.01, March 12, 2014, Risk Management Framework (RMF) for DoD Information Technology.

○ Ensure RMF documentation is current, reviewed and managed with a minimum 10% per month of review and POAM development, per DMA SIAO policy.

○ Utilize the Enterprise Mission Assurance Support Service (eMASS) web site (https://emass-dma.csd.disa.mil/) for preparation of the C&A package.

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