PWS_HQMC ARI IT FSS_DRAFT.pdf

Performance Work Statement (PWS) for

Headquarters Marine Corps Information Technology

Functional Services and Support (HQMC IT FSS)

1.0 BACKGROUND:

The Administration and Resource Management Division (ARI) within Headquarters Marine Corps

(HQMC) supports the Commandant of the Marine Corps, Marine Corps activities within the National

Capital Region, and Marine Corps Commands worldwide by providing the following to help our customer’s better support the warfighter through: Responsive Support Services; Sound Policies; Timely

Guidance; and Expert Program Management. HQMC ARI provides customers with IT solutions to improve processes and efficiency. Develop database applications and private websites while assuring compliance with DoD and Marine Corps Standards for architectural structure, design, and content. Assist customers with major modifications, software conversions, system administration and maintenance, and support of existing and future applications.

2.0 SCOPE:

The scope of this requirement shall be to support HQMC ARI day-to-day Applications Systems

Administration and Maintenance, Applications and Development, and Applications Service Desk

Support. These services support business processes and related business logic required by HQMC to ensure access and functionality for end users at the Headquarters, National Capital Region, and associated

HQMC entities at Marine Corps Bases and Stations.

This support shall be compliant with the underlying United States Marine Corps (USMC) information enterprise strategy and all other directives and orders. This support shall be scalable to support future requirements. The system infrastructure (software licenses, initial software configuration, hardware, administration, and basic IT infrastructure services) for the environment shall be provided by the

Government.

The current maintained databases and applications are as follows:

• SQL Databases – 41

• Complex Applications/Solutions - 20

• SharePoint Sites - 27

Any subsequent mention of Non-Secure Internet Protocol Router (NIPR)/ Secure Internet Protocol

Router (SIPR) SharePoint refers to both current and future states of the applications.

3.0 REQUIREMENTS:

INCORPORATION OF CONTRACTOR’S PROPOSAL INTO THE RESULTING CONTRACT:

The Government reserves the right to incorporate the awardee’s proposal in its entirety or any portion thereof into the resulting contract.

In the event of any conflict between the proposal, and any other portion of the contract, the conflict shall be resolved in favor of the contractual terms that were provided in the Government's solicitation. Moreover, in the event that the contractor’s proposal exceeds any solicitation requirement it will become the minimum or threshold of the contract requirement.

Performance Objectives: The Contractor shall provide support and services in accomplishing the following objectives:

• Develop complex applications using government approved applications/solutions development tools (i.e., SharePoint Online, Microsoft Power Platform, Visual Studio, etc.).

• Maintain and support government approved applications and technologies, to include other implementation tools and software.

• Provide User Technical Guides, Developer Technical Guides, Plan of Action and Milestones

(POA&M) and required project documents for each application/solution developed.

• Provide one-on-one or targeted group training of developed applications/solutions to HQMC

Applications and Development (ARID) customers. (As Needed)

• Maintenance and troubleshooting of HQMC Portal Sites and Applications.

• Service Desk support for all HQMC Applications/Solutions.

• Provide system administration and infrastructure support for a medium SharePoint farm.

• Maintain on-premise SIPR Microsoft SharePoint Portal.

• Maintain existing and create new MS SharePoint Sites for on-premise and government cloud portals.

• Engineering, maintenance, and administration of SQL database environments.

• Create and maintain SQL databases as needed.

• Provide application and data migration support from HQMC SIPR SharePoint environment to the

Marine Corps Cloud Data Center.

3.1 TASK 1 - Management and Oversight:

The Contractor shall manage and oversee all tasks and deliverables including assurance of resource alignment performance objectives and problem resolution are accomplished within the appropriate timeframes.

3.1.1 Status Reports. The Contractor shall develop and deliver Monthly Status Reports (MSRs), which must, at a minimum, list on current projects to include status of project schedule(s) and accomplishment(s), monthly customer request tickets and ticket resolutions, challenges encountered, and staffing resources during the reported month. This report is due the 10th day of each month and will entail the previous month’s reporting.

CDRL A001 Monthly Status Report

3.1.2 Quarterly Metrics Report. The Contractor shall develop and deliver a Quarterly Metrics Report to be due the 1st Thursday of each new quarter. This report shall include a more in-depth analysis of performance accomplishments checking for trends of work and activities such as service desk calls and request tickets generated, overall IT Center activities, project development delays, server down time, and other government defined metrics for the previous quarter. The Quarterly Metrics Report will provide the government with trend analysis data to inform strategic decision-making.

CDRL A002 Quarterly Metrics Trend Analysis Report

3.1.3 Program/Project Management

The contractor shall identify a Program/Project Manager (PM) to serve as the Government’s point of contact to direct, plan and coordinate technical, administrative, financial and contract issues under this task order. In addition, the PM provides direct management guidance of contract personnel to ensure that goals and objectives of the project, as well as problem resolution, are accomplished within prescribed time frames and funding parameters.

Project Manager/Project Lead shall possess software development technical and management skills to direct, execute and control all aspects of the Contractor support team.

The following experience is desired for Program/Project Management:

• Successful management of complex IT projects/operations of a nature similar in size and scope as referenced under this task order.

• Successful management and supervision of employees of various labor categories and skills in projects similar in size and scope as referenced under this task order.

• Knowledge of application develop within a cloud and on-premise environment.

• Knowledge of SCRUM methodology.

• Possess excellent written, oral communications and presentation skills.

• Industry certifications:

o Certified Project Management Professional (PMP) knowledge of agile methodology.

The Project Manager shall be the Contractor's authorized point of contact with the Government

Contracting Officer (KO), the Contracting Officer’s Representative (COR), the Government Program

Lead (PL). The contractor shall demonstrate their best solution with regards to how the Project

Manager (PM) will accomplish the following requirements:

• Provide a Project Plan - detailing its plan to manage the accomplishment of all tasks within this

PWS.

• Provide Monthly Status Reports (MSR). MSR should, at a minimum, include data on project accomplishments, ticket resolution, and challenges encountered during the reported month.

o Progress for the period: detailed progress report of findings, activities and accomplishments during the reporting period, and summary of work accomplished during the reporting period and percent complete.

o Project Status: shall include, at a minimum: - (1) how the work accomplished relates to the specific tasks in the project plan, (2) if the work accomplished varies significantly from the schedule, provide schedule, and (3) risk assessment (in the form of a Matrix) or significant issues (schedule, technical, etc.) with corresponding proposed mitigation plans or resolutions. Also, include updates to the project plan during the reporting month.

o Activities planned for the next reporting period: planned activities, as well as the status of any/all deliverables, including planned delivery date(s) and actual and/or anticipated delivery date(s).

o Problems encountered: identification of any problems, issues or delays and recommendations as to their resolution, and any corrective action that was taken to correct identified problems.

o Strategy revisions: recommended changes to include any lessons learned.

• Provide a Quarterly Metrics Trend Analysis Report to be due the 1st Thursday of each new quarter (Oct, Jan, Apr, Jul). This report shall provide a more in-depth analysis, check for trends, of work and activities such as help desk calls and service tickets generated, overall IT Center activities, production delays, server down time, etc., for the previous quarter.

• Assign contractor team schedules, ensure contractor team members attend project meetings

(internal/external) and provide meeting minutes for every project.

• Attend meetings and reviews to include Quarterly In Progress Reviews (IPR) and provide meeting minutes.

• Conduct project management duties as the Project Manager for HQMC ARID Applications and

Development projects assigned by the Government Program Lead/Manager.

• Prepare and maintain POA&Ms for each assigned application and development project.

(reference 3.1.5)

The Project Manager shall be directly responsible for ensuring the accuracy, timeliness, and completion of all tasks under this effort.

The Contractor shall establish and maintain program management practices throughout the period of performance.

3.1.4 Kick-off Meeting. The Contractor shall coordinate and execute a contract kick-off meeting within 7 days after contract award. Meeting Minutes shall be delivered to the COR and Contracting

Officer within 5 days after meeting.

CDRL A003 Meeting Minutes

3.1.5 Schedule Planning. The Contractor shall maintain an accurate schedule of program events and recommended program schedules, including review and evaluation techniques, which provide for the earliest delivery schedule while at the same time satisfy all requirements. The Contractor shall notify the COR and the contracting officer in writing of any anticipated or projected work stoppages or delays that will impact schedules.

3.1.6 Projects The contractor shall establish a Plan of Action and Milestone (POA&M) document (i.e., Microsoft Project output) for each development project depicting major tasks and events with durations from start dates to end dates.

CDRL A004 Plan of Action and Milestones (POA&M)

3.1.7 Customers/Stakeholders Requirements Agreement. The Contractor shall develop and deliver a Customers/Stakeholders Requirement Agreement detailing the requirements of a project for customers/stakeholders’ signature; prior to the commencement of development work for a government approved project. This document will outline the customers/stakeholder’s requirements, have an acknowledgement statement, and include signature blocks for the customers/stakeholders. This document will be provided to customers/stakeholders’ signature during a project meeting to ensure comprehension, concurrence, and acknowledgement of the work to be performed by HQMC ARID.

CDRL A005 Customers/Stakeholders Requirements Agreement

3.1.8 Data Management. The Contractor shall manage all data and items required using Government-designated source locations (i.e., government websites, Microsoft Teams, etc.). In addition, the

Contractor shall maximize the use of existing data and Government Off-The-Shelf products to enable re-use of technical information to be furnished to the Government. Any electronic databases or applications used to store, track, share, transmit or display information pertaining to this contract shall be web-based. Government use of any data management system shall not require installation of client software on Government computer systems (with the exception of government authorized web browsers and Microsoft Office products).

3.1.9 Cloud – SharePoint Support. The Contractor shall provide hands-on, technical assistance of a

Government-approved cloud migration of the HQMC SIPR SharePoint Portal to include all aspects of planning, coordination, and execution with internal and external organizations and companies for the testing, migration, and support of a cloud-based solution. (reference 3.4 and 3.5)

3.2 TASK 2 - Technical Writing:

The Contractor shall provide technical writing support to include creation and publication of technical documentation for data systems and procedures in line with the business processes of the HQMC

Applications Development section. In addition, updates to the Risk Management Framework (RMF) documentation (current system: SharePoint environment) for the maintenance of systems accreditation;

documents include, but are not limited to Privacy Impact Assessments (PIA), security controls, systems configuration and diagrams, memorandums of agreement (MOA), and other related RMF required documentation shall all be included in this effort as part of maintaining the Authority To Operate (ATO) process working with ARI Cyber Security, ARI Plans and Operations, and NetAct NCR HQMC.

The Contractor shall also in line with Applications and Development efforts, create detailed technical documentation of all applications/solutions; to include creating new and maintaining existing user technical guides and developer technical guide for all developed applications/solutions.

CDRL B001 RMF Documentation

CDRL B002 User Technical Guides

CDRL B003 Developer Technical Guides

3.3 TASK 3 – Cloud Applications and Development Support:

The Contractor shall support all applications and development efforts for HQMC Agencies and organizations. The Contractor shall build business solutions for agencies utilizing government approved platforms and development tools (e.g. Microsoft Power Platform, SharePoint Online, On-premise environments, etc.). Equipment and software resources for the SharePoint environments will be provided by the Marine Corps. The Contractor shall support design, development, and implementation of complex applications/solutions; to include dashboards, which collectively and systematically capture, store, and share information to provide situational awareness (SA) and decision-making support to HQMC leadership. The Contractor shall analyze system requirements and design specifications in support of

HQMC Staff Agencies; perform design, build, testing, implementation, and maintenance of new web applications; and make updates/modifications, when needed, to existing web and database applications for

HQMC organizations. Marine Corps Cloud Services include Government approved cloud services (e.g.

Microsoft Azure).

The following experience is desired for Senior Cloud Developers:

• Experience with Microsoft 365 cloud environment.

• Experience with design, build, test, and maintain applications and solutions using Microsoft 365 platform.

• Strong working knowledge of Azure administration and development.

• Experience analyzing and communicating development issues to peers and to management.

• Experience with SharePoint Framework.

• Experience with Power Automate, Power Apps, and Power BI.

• Experience in mobile applications development.

• Experience in Artificial Intelligence API integration.

• Three (3) years DevOps experience.

• Three (3) years SharePoint developer experience.

• Three (3) years Power Platform developer experience.

• Industry certifications:

o Microsoft 365 Certified Developer Associate o Microsoft 365 Certified Power Platform Developer Associate o Microsoft 365 Certified Power Platform Solutions Architect Expert

The Contractor shall support existing applications encompassing custom and/or complex applications and solutions. Government (Marine Corps) approved software, and tools will be used to accomplish support.

Below are some of the tools the Contractor will use to support HQMC applications:

MS SQL 2016 or higher Microsoft Power Platform

.NET (current versions) Microsoft Visual Studio

DocAve SharePoint Framework toolchain (SPFx)

ShareGate Approved Backup Solution for SharePoint

3.3.1 The Contractor shall test (all test scripts/plans require Government approval prior to implementation), debug, and refine NIPR/SIPR SharePoint and application business solutions to produce the product required by the written specifications or requirements documents. They shall develop forms, views, and reports as required.

3.3.2 The Contractor shall provide recommendations with regards to site collections within the current

SIPR SharePoint environment in preparation for migration to future versions of SharePoint or cloud environments (As required).

CDRL C001 Technical Expertise Recommendations

3.3.3 The Contractor shall use government approved tools for O365 developers (Microsoft cloud-based technologies), and other government approved cloud platforms to develop business solution applications for government cloud environments.

3.3.4 Development/Programming code for custom developed applications and custom NIPR/SIPR

SharePoint solutions is considered a configuration item and is the sole property of the Government.

The Contactor shall establish and maintain a (or utilize an existing) repository within the government portal environment for all programming code that is accessible by government personnel.

CDRL C002 Development/Programming Code

3.4 TASK 4 – Systems Administration and Maintenance Support:

The Contractor shall support all databases, including maintenance of the HQMC SIPR SharePoint environment. Equipment and software resources for the HQMC SIPR SharePoint environment will be provided by the Marine Corps. The Contractor shall support the architecture, configuration, testing, and compliance of the portal. The overall compliance of the portal includes all activities related to Cyber

Security requirements under the Risk Management Framework in order to maintain an ATO.

3.4.1 Database Administration (MS SQL Server). The Contractor shall perform database normalization/optimization, data modeling, database administration, database design, SQL programming and other related duties as assigned. HQMC ARI is currently supporting SQL Server 2016 or higher. The

Contractor shall ensure the integrity and efficiency of databases via change control processes and database configuration. The Contractor shall manage SQL Server databases, perform system and application troubleshooting, plan, test, and execute database backup and recovery strategies.

CDRL D001 SQL Database Backup and Recovery Plan

This support includes:

o Maintenance and optimization of the HQMC SIPR SharePoint Production and COOP environments o Manage and maintain vulnerability remediation for servers in line with cybersecurity requirements and reporting o Schedule and monitor full and incremental data backups of the HQMC SIPR SharePoint and

SQL servers o Restore loss or deleted data from backups upon request o Database administration of the centralized SQL database environment o Maintain a connection to the COOP environment to provide failover capability o Test and migrate sites and data from the HQMC SIPR SharePoint portal to future SharePoint versions or cloud environment o Repair sites that have broken functionality upon upgrade o Maintain and update technical documentation (i.e., configuration changes to databases and source code etc.)

3.4.1.1 In addition to setting up user accounts and documenting problems for management reports, the Contractor shall audit databases, address, and resolve activities that cause user problems, and assist the development team with detecting application bugs.

CDRL D002 Updated database and server configuration documents

3.4.1.2 The Contractor shall manage database schemas, perform database logical backups, and manually or automatically load data into the database as required; install and manage maintenance and security upgrades; and shall communicate and deliver timely work products associated with the programming/configuration activities of the above-identified systems.

CDRL D003 Work Product Documentation (i.e., database logical backups, maintenance and security upgrades records/logs)

3.4.2 Systems Engineer. The Contractor shall perform overall systems administration, maintenance, and support for current and future versions of Microsoft SharePoint 2016 or higher and Microsoft

Office SharePoint Server, and associated applications.

This support includes:

o Manage and maintain vulnerability remediation for servers in line with cybersecurity requirements and reporting o Configure, Troubleshoot, and Maintain Search Functionality o Coordinate and Collaborate with Network Infrastructure Team o Design and implement medium SharePoint intranet/extranet farm topologies using Microsoft

Best Practices o Assist in solving technical and performance problems within the portal infrastructure o Plan and implement Service Packs and Cumulative Updates of SharePoint Foundation and

SharePoint server o Create and maintain documentation for NIPR/SIPR SharePoint infrastructure, deployment, and service specifications o Collaborate with Infrastructure and DBA groups on backup/recovery operations and disaster recovery testing related to NIPR/SIPR SharePoint implementation monthly.

o Manage service applications, creating web applications, configuring Alternate Access

Mapping (AAM) and managing farm features and solutions o Create a NIPR/SIPR SharePoint Configuration document that takes into account hardware, OS and software configuration, service accounts, IP addresses, host names, and the service application topology

The following experience is desired for the Systems Engineer:

• Experience with Microsoft Server 2013/2016

• Experience with Azure administration and development

• Experience with managing service applications, creating web applications, and managing farm features and solutions.

• Experience with managing and maintaining vulnerability remediation for servers in line with cybersecurity requirements and reporting.

• Experience analyzing and communicating network issues to peers and to management.

• Experience with evaluating, planning, migrating, deployment, and management of Microsoft 365 services

• Experience with networking, server administration, Active Directory, and PowerShell.

• Three (3) years Microsoft Enterprise Administrator experience

• Two (2) years Microsoft Exchange experience.

• Industry certifications:

o Microsoft 365 Certified Modern Desktop Administrator Associate o Microsoft Certified Enterprise Administrator Expert.

3.4.2 Configuration Management (CM). The Contractor shall provide advice and support of

Government CM processes. The Contractor shall collaborate with ARI government personnel to update system configurations in which changes will be provided to government representatives for submission through a Configuration Control Board (CCB).

3.4.3 Cloud – Migration Execution Support. The Contractor shall execute migration of up to 27

SharePoint sites (see PWS - Section 2.0) and content from the existing on-premise portal farm to government approved cloud services.

3.4.4 Outside Normal Duty Hours Support. Due to the mission requirements of supporting a SIPR

SharePoint environment, and the need for 24/7 online accessibility and functionality, the Contractor

(ARID Systems Administration and Maintenance Support staff) may be required to work outside of the normal business hours. The Contractor will be required to be on-call after hours in the event of a system outage; providing expedient response in coming into the place of business to troubleshoot and resolve system issues to restore accessibility and functionality.

3.5 TASK 5 - Applications Service Desk Support and Management:

The Contractor shall provide Service Desk services, management of manning and coverage, tracking and submission of reports and metrics, and trend analysis to support innovations or recommended changes and updates to policies or training. The Contractor shall utilize Remedy systems, and custom SharePoint

Requests for Services (RFS) applications, in support of processes to capture, record, and resolve user reported difficulties for all applications supported by HQMC ARID. Oversight of the Service Desk personnel and functions will be by a delegated government civilian via the government Program

Lead/Manager.

3.5.1 Tier 1 Service Desk Support: The Contractor shall provide Tier 1 services and support such as:

answering phones and entering initial ticket information; helping to resolve simple issues; basic troubleshooting and problem resolution for supported applications; ticket escalation; and other first responder type assistance.

3.5.2 Tier 2 and 3 Service Desk Support: Tier 2 level support is provided by specific technical support Contractors outside the Service Desk, depending on the request or problem (i.e., the SQL

Database Administrator (DBA), Systems Engineer, or Developers; shall provide Tier 2/Tier 3 support to the customers/stakeholders as assigned).

The Government estimates an average of 1,000 service desk tickets per fiscal year.

CDRL G001 Help Desk Support Plan

CDRL G002 Weekly Ticket Update

CDRL G003 Knowledge Articles (As needed)

CDRL G004 Standard Operating Procedures (As Required)

3.5.3 Service Desk Hours of Operation. The Contractor shall maintain Service Desk coverage Monday through Friday, with the exception of Federal Government holidays, between the hours of 7:00 am through 4:00 pm (Eastern Standard Time – EST).

3.6 Transition-In Period:

3.6.1 Transition Support. The incumbent contractor may be required to provide transitional support.

This support will include a transfer of functional roles and responsibilities and personal side-by-side assistance necessary to ensure no disruption to the HQMC ARID mission support. During the transition period, the incumbent will maintain staffing levels as needed to impart knowledge and understanding of task requirements to the new contractor. All contractor developed databases, analyses, studies, applications, and information completed or in progress under this contract will be solely and fully owned by the Government. The Contractor will turnover such documents and information to the Government, if not already delivered, and will provide whatever assistance as needed to protect the Government’s rights to the intellectual property.

3.6.1.1 Transition-In. The Contractor will ensure that there will be minimum service disruption to vital Government business and no service degradation during and after transition. Prior to the end of the existing Contract period, the Contractor, in coordination with the Government and the incumbent contractor, will provide phase-in support for up to thirty (30) days. All transition activities must be completed 30 calendar days after the start date of the order. The Contractor will deliver a draft Transition-In Plan at the Project Kick-Off Meeting. The draft Transition-in Plan is subject to changes pending Government comments and recommendations after the kick-off meeting. The final Transition-In Plan must be approved by the COR.

The phase-in activities shall include such functions as:

o Transfer of knowledge, experience, and lessons learned to the new the Contractor.

o Assist in startup to ensure no service disruption to HQMC ARID and a smooth transition.

o Transfer appropriate property, documentation, or personnel, as agreed to between the parties (including but not limited to, code, devices, equipment, databases and systems, and IP, related to this PWS); and o Attend program reviews and participate in working groups, briefings, etc.

The Transition-In Plan shall, at minimum, address the above phase-in activities. The plan shall also include a training program for contractor personnel and a date for accepting responsibilities for each division of work described in the Transition-In Plan. Additionally, proposed staff levels during the transition in period shall be included within the Transition-In Plan.

Note: The incumbent contractor is not required to submit a transition in support plan. In addition, in the event that the incumbent contractor is the apparent awardee, the period of performance will begin at the day after the end of the current contract expiration date.

3.7 Transition-Out Plan:

3.7.1 Transition-Out. The Transition-Out Plan shall facilitate the accomplishment of a seamless transition from this Contractor to any subsequent incoming contractor and Government personnel at the expiration of this Contract. The Contractor shall provide a Transition-Out Plan NLT 90 calendar days prior to expiration of this Contract. The Contractor shall identify how it will coordinate with any subsequent incoming contractor and/or Government personnel to transfer knowledge regarding the following:

o Project management processes.

o Points of contact.

o Location of technical and project management documentation.

o Status of ongoing technical initiatives.

o Appropriate contractor–to-contractor coordination to ensure a seamless transition.

o Transition of personnel.

o Schedules and milestones; and o Actions required of the Government.

The Contractor shall also establish and maintain effective communication with the incoming contractor/Government personnel for the period of the transition via weekly status meetings.

The contractor shall also complete or perfect transfer of all tangible and intangible (intellectual) property and licenses.

The Contractor shall implement its Transition-Out Plan NLT 90 calendar days prior to expiration of this contract.

CDRL F001 Transition-Out Plan

3.8 PERFORMANCE REQUIREMENTS SUMMARY (PRS):

Surveillance of Contractor performance is the method used by the Government to determine whether the

Contractor is effectively and efficiently complying with all terms and conditions of the contract. The functional expertise of the Contracting Officer’s Representative (COR) plays a critical role in adequately evaluating contractor performance. The below listed methods of surveillance shall be used in the administration of the Quality Assurance Surveillance Plan (QASP) and the standards are delineated by the

PWS in the Performance Requirements Summary (PRS) set forth below:

PERFORMAN

CE

OBJECTIVE /

PWS

PARAGRAPH

PERFORMAN

CE

STANDARDS

ACCEPTABL

E QUALITY

LEVEL

METHOD OF

SURVEILLANCE

INCENTIVE/REMEDY

3.1 TASK 1 –

Management and

Oversight

Submission of

Monthly Status

Reports within 10 business days after reporting period.

- Submission of

Quarterly Metrics

Trend Analysis

Reports within 5 business days after reporting period.

95%

COR and

Government lead inspection

Incentive: If the Contractor does not submit an acceptable quality level document based on performance standards, CPARS ratings may reflect poorly and could affect decisions to exercise options or to make future contract awards.

Remedy: The Contractor shall correct and submit a revised version of the required documents within 2 days of the

Government's notification of errors (at no charge to the Government).

3.2 TASK 2 –

Technical

Writing

- User Technical

Guide documentation produced for document based on performance standards, CPARS ratings may reflect each assigned project, by the project completion date.

Customer

Feedback/Survey poorly and could affect decisions to exercise options or to make future contract awards.

Remedy: The Contractor shall correct and submit a revised version of the required documents within 2 days of the

Government’s notification of errors (at no charge to the Government).

3.2 TASK 2 –

Technical

Writing

- Developer

Technical Guide documentation produced within

25 days of project completion.

95% COR and document based on performance standards, CPARS ratings may reflect poorly and could affect decisions to exercise options or to make future contract awards.

Remedy: The Contractor shall correct and submit a revised version of the required documents within 2 days of the

Government's notification of errors (at no charge to the Government).

3.3 TASK 3 –

Cloud

Application

Development

Support

- Development of business solutions to fully meet agency requests for support.

Customer

Feedback/Survey

Incentive: If the Contractor does not submit an acceptable quality level document based on performance standards, CPARS ratings may reflect poorly and could affect decisions to exercise options or to make future contract awards.

Remedy: The Contractor shall correct and submit a revised version of the required documents within 2 days of the

Government’s notification of errors (at no charge to the Government).

3.4 TASK 4 -

Systems

Administration and Maintenance

Support

- Configuration, maintenance, and support activities to ensure continued operational status of systems and related databases

95% COR and document based on performance standards, CPARS ratings may reflect poorly and could affect decisions to contract awards.

required documents within 2 days of the

Governments notification of errors (at no charge to the Government).

3.5 TASK 5 –

Application

Service Desk

Support and

Management

- Consistent Tier

One/Tier Two customer support provided for customer inquiries and requests

Incentive: If the Contractor processes more than 5% of the Trouble Ticket actions inaccurately, incompletely, or late during the calendar month, the

Contractor’s performance rating will not exceed “Needs Improvement”.

- Effective communication and coordination with external

Help Desks provided for customer support

- Complete assigned trouble tickets and report status to customer within > 48 hours.

- Document all service request maintaining accuracy.

- Maintain a first call resolution rate of 94% utilizing the custom

SharePoint request for services application.

97%

94%

Random Sampling

Customer Feedback

The CPARS ratings reflecting marginal or unacceptable performance could affect decisions to exercise options or to make future contract awards.

any inaccurate or incomplete Tickets within two days of the Governments notification of errors (at no charge to the

Government).

provide required documents the CPAR ratings reflecting good or poor performance could affect decisions to contract awards required documents within 2 days of the

Government's notification of errors (at no charge to the Government).

Incentive: If the Contractor processes more than 5% of the Service Request actions inaccurately, incompletely, or late during the calendar month, the

Contractor’s performance rating will not exceed “Needs Improvement”.

The CPARS ratings reflecting marginal or unacceptable performance could affect decisions to exercise options or to make future contract awards.

Remedy: The Contractor shall correct any inaccurate or incomplete Tickets within two days of the Governments notification of errors (at no charge to the

Government).

Incentive: If the Contractor processes more than 5% of the Service Request actions inaccurately, incompletely, or late during the calendar month, the

Contractor’s performance rating will not exceed “Needs Improvement”.

The CPARS ratings reflecting marginal or unacceptable performance could affect decisions to exercise options or to make future contract awards.

any inaccurate or incomplete Tickets within two days of the Governments notification of errors (at no charge to the

Government).

3.6 Transition-In

Plan

A draft of

Transition-in

Plan must be delivered during

Project Kick-Off

Meeting

98% COR and

Government lead inspection

Incentive: If the Contractor does not submit an acceptable quality level document based on performance standards, CPARS ratings may reflect poorly and could affect decisions to exercise options or to make future contract awards.

Remedy: The Contractor shall correct and submit a revised version of the required documents within 2 days of the

Government’s notification of errors (at no charge to the Government).

3.7 Transition-

Out Plan

Draft a

Transition-Out

Plan NLT 90 days prior to expiration of contract.

97% COR and

Government lead inspection

Incentive: If the Contractor does not submit an acceptable quality level document based on performance standards, CPARS ratings may reflect poorly and could affect decisions to make future contract awards.

required documents within 2 days of the

Government's notification of errors (at no charge to the Government).

3.9 PERSONNEL REQUIREMENTS:

All technical contractor employees supporting this requirement must meet the DoD educational and certification requirements for Information Assurance Technical (IAT) II or Information Assurance

Management (IAM) II of DODI 8570.01-M or DoD 8140 at time of award. All contractor employees supporting this requirement must meet the DoD educational and certification requirements for cybersecurity personnel.

Required Clearances. All contractor support personnel, and their subcontractors, supporting tasks 3.1 through 3.7 must have at least a final Secret clearance, with a successfully adjudicated Single-Scope

Background Investigation (SSBI) and appropriate accreditation at the time of employment on the contract.

Unless otherwise directed by the Procuring Contracting Officer (PCO), the required clearances shall be maintained throughout the term of the contract.

4.0 PLACE OF PERFORMANCE:

Services shall be provided off-site, on-site, or a combination thereof, depending on program requirements.

The anticipated places of performance shall be at the Pentagon and sites identified by the COR during performance of this effort.

In addition, contractor employees may be required to work at home (ad Hoc), or at the contractor's facility in cases of unforeseen conditions (e.g., Government office closings, severe weather, pandemic conditions, etc.) which shall be worked out between the contractor employee and their employer.

5.0 HOURS OF OPERATION:

Contractor support and Service Desk coverage is required Monday through Friday, with the exception of

Federal Government holidays. Contractor support is authorized to work a flexible schedule between the hours of 7:00 am through 4:00 pm (local time) to ensure that these hours are covered.

The Contractor shall conduct business as necessary to meet the requirements of this PWS. The contractor resources may be required to adjust their work schedules to accommodate work requirements.

Hours of Operation: The Contractor will not be required to provide services during the below listed

Federal Holidays:

The Government observes and the contractor may not have access to federal workspace or the COR on the following legal holidays and any other day determined to be a holiday by the President of the United

States and Public Law:

Holiday

New Year’s Day

Martin Luther King, Jr.’s Birthday

Inauguration Day (only valid for D.C., and certain areas in VA and MD)

President’s Day

Memorial Day

Juneteenth National Independence Day

Independence Day

Labor Day

Columbus Day

Veterans Day

Thanksgiving Day

Christmas Day

6.0 GOVERNMENT FURNISHED RESOURCES:

6.1 Workspace includes office space, office furniture, desktop telephones, copiers, and workstations

(laptop and internet access) and are considered incidental to the place of performance in accordance with

FAR 45.000. The contractor shall maintain all Government furnished workstations in a manner consistent with Marine Corps standards. The contractor will ensure all Government property is retained at or returned to its assigned place of performance during all personnel turnover and at the end of contract performance.

6.2 Government furnished property FAR and Defense Federal Acquisition Regulation Supplement

(DFARS) clauses are effective in event Government furnished workspace item(s) are taken off-site (e.g.

situational telework) as approved in advanced by the COR.

6.3 The Government will provide Government Furnished Information (GFI) which includes directives and instructions, and access to technical information and databases deemed appropriate to performance requirements.

7.0 SUMMARIZATION OF DATA RIGHTS:

Data, Software, and Intellectual Property Rights. In accordance with the DFARS data rights clauses associated with this effort, without limitation, all reports, materials (including, but not limited to, all training and training-related materials including, but not limited to, all SOPs, lessons learned, analyses/evaluations and analyses/evaluation criteria, on-line course materials, computer software/applications and hardware, source code, interfaces, tools, works, and other related items) data, information, and all electronic/digital files and other items described herein, and any other items, (hereinafter referred to individually or collectively as the Work or Works) that are first created, generated, or produced and required to be delivered under, or as a result of, this PWS shall be provided to the U.S.

Government/Marine Corps with the level of intellectual property/data rights provided by such DFARS data rights clauses.

Such data rights and related clauses include, but may not be limited to: DFARS Clauses 252.227-7012 –

Patent License and Release Contract; 252.227-7013 Rights in Technical Data—Other than Commercial

Products and Commercial Services; 252.227-7014 Rights in Noncommercial Computer Software and

Noncommercial Computer Software Documentation; 252.227-7015 Technical Data–Commercial Items, 252.227-7017 - Identification and Assertion of Use, Release, or Disclosure Restrictions; 252.227-7019

Validation of Asserted Restrictions--Computer Software; 252.227-7020 - Rights in Special Works;

252.227-7025 - Limitations on the Use or Disclosure of Government-Furnished Information Marked with

Restrictive Legends; 252.227-7027 Deferred Ordering of Technical Data or Computer Software; and

252.227-7028 - Technical Data or Computer Software Previously Delivered to the Government and

252.227-7037 Validation of Restrictive Markings on Technical Data.

Using the format described by DFARS 252.227-7017, the Contractor will provide the COR with a data rights assertion listing for all deliverables including both non-commercial and commercial technical data and computer software. Furthermore, the contractor shall not use the contractor’s or a third-party’s proprietary data, information, software, items and/or other materials for any purpose without meeting the requirements of DFARS clauses 252.227-7020 and/or 252.227-7025, and without the specific, written approval by the Contracting Officer, prior to start of any work.

Moreover, except as provided in writing by the Contracting Officer, no Work, information, material and/or other item created, generated, produced and required to be delivered under, or as a result of, this

PWS/effort shall be used by the Contractor or any of its employees/agents, subcontractors and/or representatives, for any purpose other than for the support and performance of this PWS. Still further, the

Contractor is obligated to protect from unauthorized use or disclosure all Government confidential or classified material and/or Government-owned proprietary, and/or Personally Identifiable Information or

Personal Privacy Items obtained in the course of performance under the Government contract, as long as such data remains proprietary, confidential, sensitive, or classified.

7.1 Access to Proprietary Data or Computer Software:

a) Performance under this contract may require that the Contractor have access to technical data, computer software, or other sensitive data of another party (including an affiliated party) who asserts that such data or software is proprietary. Therefore, the Contractor must comply with

DFARS 252.227-7025 when appropriate.

If access to such data or software is required and needs to be provided, the Contractor shall enter into a written agreement (NDA) with such party prior to gaining access to such data or software.

The agreement shall address, at a minimum, (1) access to, and use of, the proprietary data or software exclusively for the purposes of performance of the work required by this contract, and

(2) safeguards to protect such data or software from unauthorized use or disclosure for so long as the data or software remains proprietary. In addition, the agreement shall not impose any limitation upon the Government or its employees with respect to such data or software. A copy of the executed agreement shall be provided to the Contracting Officer prior to the start of any work under this effort. The Government may unilaterally modify the contract to list those third parties with which the Contractor has agreement(s).

b) The Contractor agrees to: (1) indoctrinate its personnel who will have access to the data as to the restrictions under which access is granted; (2) not disclose the data to another party or other

Contractor personnel except as authorized by the above-described NDA and the Contracting

Officer; (3) not engage in any other action, venture, or employment wherein this information will be used, other than under this contract, in any manner inconsistent with the spirit and intent of this requirement; (4) not disclose the data to any other party, including, but not limited to, joint venture, affiliate, successor, or assign of the Contractor; and (5) reproduce any restrictive stamp, marking, or legend on each use of the data whether in whole or in part.

c) The restrictions on use and disclosure of the data and software described above also apply to such information received from the Government through any means to which the Contractor has access in the performance of this contract that contains proprietary or other restrictive markings.

d) The Contractor agrees that it will promptly notify the Contracting Officer of any attempt by an individual, company, or Government representative not directly involved in the effort to be performed under this contract to gain access to such proprietary information. Such notification shall include the name and organization of the individual, company, or Government representative seeking access to such information.

e) The Contractor shall include this requirement in subcontracts of any tier which involve access to information covered by paragraph (a), substituting "subcontractor" for "Contractor" where appropriate.

f) Compliance with this requirement is a material requirement of this contract.

8.0 SECURITY REQUIREMENTS:

All tasks will be conducted in full compliance with DoD security regulations. The government will provide assistance to the personnel supporting this requirement in obtaining workplace access during the period of support. All access documentation will be returned to the government at the completion of the support services or upon termination or resignation of employment. Compliance with all USMC communications regulations pertaining to access to e-mail and Internet activities is mandatory. Failure to comply with security requirements is grounds for termination.

The Contractor(s) shall be required to wear a contractor identification badge at all times while on government property. Badges must be clearly visible at all times while on Government property. The

Contractor and its representatives will not release any information concerning this effort to any third party without first obtaining written authorization from the government Contracting Officer.

The Contractor(s) shall be required to obtain Government Common Assess Cards (CACs) to perform this effort. The Contractor(s) are also required to have a SECRET clearance to access Government systems in support of HQMC (ARI).

Access to US military sites is a privilege that may be granted, denied, or withdrawn by the Marine Corps.

Denial or withdrawal may occur as a result of any type of misconduct or incident determined contrary to the best interest of the Marine Corps mission, protection of property, welfare of personnel and for any other infraction determined justifiable for denying access.

8.1 The Contractor shall comply with the following:

a. No employee or representative of the contractor will be admitted on a Marine Corps site unless they furnish satisfactory proof of United States citizenship or, if an alien, that their residence and employment within the United States is legal.

b. All Contractor employees must possess a valid picture identification card issued by a State or

Federal agency.

c. Contractor employees shall conduct themselves in a proper, efficient, courteous and business-like manner.

d. Contractor employees entering Marine Corps sites shall comply with all security requirements in effect during the contract periods and shall be subject to such checks as may be deemed necessary.

The Contractor should contact each installation prior to beginning work on-site to ensure the

Contractor understands and can comply with individual installation security requirements.

8.2 Security Clearances. Upon reporting to work under this contract, all contractor personnel (including administrative and subcontractor personnel) shall possess, at a minimum, a favorable adjudication for

SECRET eligibility.

8.3 Security Certifications. All Contractor personnel who will be on-site or require elevated system permissions shall have at the appropriate security certification (currently at least Security+) to meet IAM

Level I or IAT Level II requirements.

8.4 Physical Security. The Contractor is responsible for safeguarding all Government property and information provided in performance of this task order. At the close of each work period, the Contractor is responsible for ensuring Government facilities, equipment, and materials are secured. Contractor employees will be subject to all ARI security procedures and any other applicable installation access and security regulations.

8.5 Contract Security Classification Specification. A DD254 - Contract Security Classification

Specification is required for this effort. The Contractor is responsible for implementing the provisions of the DoDM 5105.21, and it is Navy Supplement, in support of this effort. Classified work may be required to be performed under this effort. The contractor shall have at time of award a SECRET facility security clearance (FCL). Due to the nature and scope of work performed, contractor personnel will require

24-hour access to all designated ARI facilities.

9.0 NON-DISCLOSURE AGREEMENTS:

All contractor personnel will be required to sign non-disclosure agreements in order to…