RFI_70SBUR24I00000009_NEON II.pdf

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Department of Homeland Security (DHS) United States Citizenship & Immigration Services (USCIS)

Office of Information Technology (OIT)

THIS IS A SOURCES SOUGHT REQUEST FOR INFORMATION (SS-RFI) - 70SBUR24I00000009

Information Technology User and Field Operations Support (NEON) II

This notice is issued solely for the purpose of conducting market research in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations. No solicitation is being issued at this time and the Government makes no assertion that a solicitation will be issued. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract, nor do they affect a potential offeror's ability to respond to any future synopsis/solicitation, which may or may not follow or restrict the U.S.

Government's eventual acquisition approach. Additionally, the U.S. Government is not obligated to, and will not provide reimbursement for any information that may be submitted in response to this notice.

Respondents are solely responsible for all expenses associated with responding to this request for information.

Respondents will not be notified of any results derived from a review of the information provided; however, information gathered may be used for future technical and acquisition purposes.

General Information:

Document Type: Request for Information (RFI) RFI No.: 70SBUR24I00000009 Description: Information Technology User and Field Operations Support (NEON) II Posted Date: December 11, 2023 Response Date: December 28, 2023, at 2:00 pm ET Product / Service Code: DE01 – [IT and Telecom – End User: Help Desk; Tier 1-2, Workspace, Print, Productivity Tools (Labor)] NAICS Code: 541512 – Computer Systems Design Services

Background & Scope:

USCIS processes applications and petitions for immigration and citizenship benefits, promotes an awareness and understanding of citizenship, and ensures the integrity of the United States immigration system. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization. USCIS OIT provides information technology (IT), expertise, and the strategic vision necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products. OIT leads USCIS in the design, development, delivery, and deployment of IT services and solutions that are transforming the nation's immigration system.

USCIS OIT has a continuing requirement for IT operations and maintenance (O&M) at locations nationwide and overseas. The NEON II contract will ensure USCIS can effectively meet its mission by providing highly skilled technical staff that can bring to life innovative technology solutions.

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The Contractor shall provide a broad range of direct IT support services at USCIS CONUS and OCONUS sites under this section. Site locations are contained in Draft Performance Work Statement (PWS) Attachment 1. The scope of customers and equipment the Contractor shall support includes the following:

• CONUS and OCONUS Offices: approximately 230 domestic and 20 overseas sites

• Supported users: ~27,000

• Desktops and laptops: ~ 41,111

• Printers and peripherals: ~25,000

• Servers: ~1,200

• Mobile Devices: ~15,000

The following outline lists the technical task areas associated with this requirement. For specific details, see the attached Draft PWS.

• Service Desk Operations Services:

o Service Desk Tier 0 – Tier 2 o Incident Management o Knowledge Management o Problem Management o Service Request Management

Specialized Support o Critical Incident Response Team (CIRT)

• Field Support Services:

o Deskside Support (CONUS/OCONUS) o Asset Inventory Support o Disposal Preparation Support o Encryption Services o Video Conferencing and Audio/Video (A/V) Operations and Maintenance (O&M) o Local On-Site Cabling o Infrastructure Implementation o Mobile Devices Services o Deployment Services o Server O&M o Training Support

• Service Center Support Services

• Account Management Services

• Hardware Incident Resolution

In addition to the above, there will be Transition and Program Management task areas associated with this requirement.

Information Sought:

Based on the aforementioned work, please provide your experience related to the following questions:

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(1) Please describe a specific project when you have moved a large technical support center to another region of the United States during period of performance of a contract.

(2) Based on question (1), describe in detail how you were able to ensure the continuity of services during this move in the existing location while standing up the new location in another region of the United States.

(3) Please describe your approach and capabilities including selection process to staff an approximate 350 person technical team with the skills required as stated in the attached PWS? How would you ensure this staff was available at approximately 230 CONUS and 20 OCONUS offices? Please describe the process by which you would you continue to grow that team to support new USCIS sites and/or emerging requirements?

(4) Please describe your approach to ensure the appropriate levels of staffing at a large number of locations, to include the required skill sets of technical support personnel. What is your process to ensure high staff retention rates?

Response Instructions

Responses are due by Thursday, December 28, 20223 at 2:00 PM Eastern Time (ET).

1) Respondent Profile: Responses to this SS-RFI shall include a one (1) page cover letter. The cover letter shall, at a minimum, include the following information:

a. SS-RFI 70SBUR24I00000009;

b. Respondent’s Company Name, Address, Contact Person Information (including telephone number and email address);

c. Respondent’s UEI Number;

d. The Government is considering NAICS code 541512 – [Computer Systems Design Services] as the correct classification for this requirement. Please indicate if you concur with this NAICS code selection. If not, identify what NAICS code(s) you believe is the most appropriate for this requirement. Identify your company’s size/socioeconomic status as it relates to the NAICS codes indicated (both the one identified by the Government and any NAICS that you propose be used instead of the Government’s selection, if applicable); and

e. Respondents are encouraged to identify all current federal contract vehicles and the contract numbers associated with those vehicles (ex: GSA Schedule 874 GS-00X-1234Z). This may include DHS-specific, or a Government-Wide Acquisition Contract, which could be utilized to obtain this type of system. Responses should also include the business size status under each contract identified. If no contracts are currently held, please indicate size status in NAICS 541512 or others that may be applicable to this requirement.

All responses shall be submitted in Adobe Portable Document Format (PDF) via email to Amir.Hrnjic@uscis.dhs.gov and Andrew.R.Fonda@uscis.dhs.gov and shall not exceed ten (10) pages in length (including the cover letter). Please include in the subject of your email, “70SBUR24I00000009 USCIS

NEON II”.

mailto:Amir.Hrnjic@uscis.dhs.gov mailto:Andrew.R.Fonda@uscis.dhs.gov

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Please note that the collection of this data does not obligate the U.S. Government to the incorporation of the comments in any future procurement action nor does it obligate the Government to the procurement of any services or products related to this notice. USCIS may publish answers to questions and comments received in response to this SS-RFI. The questions and comments published WILL NOT identify the source.

Proprietary information should not be included in the responses. To the maximum extent possible, submit Non- Proprietary Information. All information received in this SS-RFI that is appropriately marked "Proprietary" will be handled accordingly. Please be advised that all submissions become Government property and will not be returned nor will receipt be confirmed.

Submission of Responses

Responses submitted in response to this notice must be submitted electronically (via email) to the following:

Contract Specialist:

Amir Hrnjic Amir.Hrnjic@uscis.dhs.gov

Contracting Officer:

Andrew R. Fonda Andrew.R.Fonda@uscis.dhs.gov

Use of Information:

The Government anticipates using the results of this SS-RFI to help the acquisition strategy for the future of this requirement. USCIS may engage in further market research activities, including one-on-one meetings, with highly qualified respondents.

mailto:Amir.Hrnjic@uscis.dhs.gov mailto:Andrew.R.Fonda@uscis.dhs.gov

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Office of Information Technology (OIT)

Information Technology User and Field Operations Support (NEON) II

Performance Work Statement (PWS)

DRAFT – NOVEMBER 2023

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Table of Contents

1. Project title

2. Mission

2.1. USCIS Mission

2.2. ITFS Mission

3. Objective and Scope

3.1. Objective

3.2. Scope

4. Current state

4.1. Applicable Documents

5. Tasks

5.1. Transition-In

5.2. Service Desk Operations Services

5.2.1. Service Desk – Tier 0 and Tier 1

5.2.2. Service Desk – Tier 2

5.2.3. Major Incident Management (CIRT)

5.2.4. Knowledge Management (KM)

5.2.5. Problem Management

5.2.6. Service Request Management

5.2.7. ITSM Administration

5.2.8. VIP Support

5.3. Field Support Services

5.3.1. Deskside Support

5.4. Mobility Services; Tier 3 Support

5.5. On-Site Deployment Services

5.5.4. Deployment Services - Logistics

5.6. Field Support for Enterprise Infrastructure

5.6.1. Server and Network Operating System support

5.6.2. Local Storage and Backup Support

5.7. Training Support

5.8. Service Center Support Services

5.8.1. Service Center IT Support

5.8.2. Data Spills Support

5.8.3. CLAIMS 3 (C3) - LAN Support (for CSC, VSC, NSC, TSC, NBC, NRC, AAO, PSC) 24

5.9. Service Center Support for Enterprise Infrastructure

5.9.1. Network Deployment

5.9.2. Server Deployment

5.9.3. Unified Communications (UC) Deployment

5.10. Account Management

5.10.1. Account Management Support – Service Desk Services for ICAM

5.11. Hardware Incident Resolution

5.11.1. Hardware Incident Resolution Activities

5.11.2. Hardware Resolution

5.11.3. Repair and Maintenance Parts

5.11.4. Warranty and Maintenance Agreement Repairs

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5.11.5. Parts Stores

5.11.6. Per-Call Authorization

5.11.7. Handling and Shipping of Hard Drives

5.11.8. Government-Supplied Hardware Resolution Information

5.12. Other Direct Costs for HW Repair Incidents

5.13. Continuity of Operations Coordination

5.14. Program Management

6. Performance parameters

7. Deliverables

7.1. General Deliverables

7.1.1. Post Award Conference

7.1.2. Staffing Plan

7.1.3. Staffing Report

7.1.4. Operating Procedures

7.1.5. Status Reports

7.1.6. Weekly Status Meeting

7.1.7. Project Plan and Schedule

7.1.8. GFP Inventory Listing

7.1.9. Program Review

7.1.10. Ad Hoc Reports

7.1.11. After Action Report

7.2. Service Desk Reports

7.2.1. Daily Automatic Call Distribution (ACD) Summary Report

7.2.2. Daily Enterprise Aging Queue Report

7.2.3. Weekly/Monthly Overall Service Desk Report

7.2.4. Monthly Percentage Report

7.2.5. Monthly Ticket Quality Assurance Report

7.3. Service Center Services Report

7.3.1. After-Hour Duty Roster

7.4. Performance Plan

8. Contractor Personnel

8.1. Key Personnel

8.1.1. Program Management Staff Qualifications

8.1.2. Service Desk Manager Qualifications

8.1.3. Field Services

8.2. Contractor Workforce

8.2.1. Tier 1 Certifications

8.2.2. Tier 2/FSE Certifications

8.2.3. Tier 3 Certifications

8.3. Mandatory Contractor Training

8.4. Physical Requirements

9. Travel

10. Place of Performance

10.1. Hours of Operations

11. Government Equipment, Property, and Information

11.1. Government Provided Equipment

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11.2. Government Furnished Property

11.3. Government Furnished Information

12. Work Product

13. Encryption

14. Security Oversight

14.1. Supported Systems

14.1.1. System Classification

14.1.2. System Access

15. SEction 508 Compliance

15.1. Section 508 Applicable EIT Accessibility Standards

15.2. Section 508 Applicable Exceptions

15.3. Section 508 Compliance Requirements

16. Security Requirements Attachment 1 – Place of performance Attachment 2 – Field Services: Physical Place of performance Attachment 3 – After Action Report Template Attachment 5 – Acronyms

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Information Technology User and Field Operations Support (NEON) II.

The Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS) is responsible for lawful immigration to the United States. USCIS administers the nation’s lawful immigration, safeguarding its integrity and promise by efficiently and fairly adjudicating requests for immigration benefits while protecting Americans, securing the Homeland, and honoring our values.

To execute its mission USCIS has over 27,000 Government employees and contractors working at over 250 offices worldwide. The USCIS Office of Information Technology (OIT) provides information technology (IT), expertise, and the strategic vision necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products. OIT leads USCIS in the design, development, delivery, and deployment of IT services and solutions that are transforming the nation's immigration system.

IT Field Support (ITFS) Division of OIT is responsible for operational support of the entire user community in USCIS HQ offices, service centers, and field offices; Service Desk operations; IT equipment inventory management, mobility management, and hardware incident resolution.

Comprised of nine branches, the ITFS Division is responsible for providing continuity of technical services for all offices, programs, and projects enterprise-wide. ITFS Division works in partnership with USCIS customers to enable reliable, effective, secure and flexible end user technical support along with the necessary computer equipment, peripherals, and network access essential to achieving their mission.

ITFS Division mission is to provide outstanding service to the USCIS end user community by providing expert knowledge, professionalism, and a commitment to excellence.

USCIS-OIT-ITFS Division has a requirement to obtain a broad range of professional services to support all USCIS end-users via operating and maturing the Service Desk, providing IT support to field offices and service centers, executing account management services, and performing hardware incident resolution. The work to be performed under this task order is categorized as Sensitive but Unclassified (SBU).

The following are the primary objectives set forth for this PWS:

• Continue improving incident/problem resolution speed, while maintaining high-level of customer satisfaction

• Enhance end-user self-service abilities by providing comprehensive and easy-to-use solutions to the end-users

• Continue improving Service Desk skill levels and responsiveness at all tiers

• Implement industry best practices and innovative technologies in Service Desk operations

1. PROJECT TITLE

2. MISSION

2.1. USCIS Mission

2.2. ITFS Mission

3. OBJECTIVE AND SCOPE

3.1. Objective

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• Achieve efficiency and effectiveness of Service Desk operations by identifying and addressing root cause of common technical problems and documenting solutions to common problems before they become trends

• Keep abreast and adopt new technologies for Service Desk operations early in the life-cycle, while maintaining appropriate level of support for the phasing out technologies

• Achieve performance parameters set forth in this PWS (Section 6)

• Onsite customer support as required by IT services by field services

In meeting the objectives of this PWS, the Contractor will be expected to collaborate with OIT divisions and multiple business offices within USCIS to conduct the work. Furthermore, the Contractor will be exposed to various USCIS IT programs and business initiatives and will be expected to cooperate and interact with multiple contractor groups supporting other aspects of USCIS IT operations. The government expects seamless cooperation and productive interaction among all involved parties. Professional and productive collaboration among all supporting groups is of paramount importance to USCIS OIT senior management.

USCIS-OIT-ITFS Division provides USCIS user support throughout the Continental United States (CONUS) and Outside of the Continental United States (OCONUS). The scope of work on this task order will primarily include the following functions:

• Service Desk Operations Services:

Service Desk Tier 0 – Tier 2 Incident Management Knowledge Management Problem Management Service Request Management o Specialized Support Critical Incident Response Team (CIRT)

• Field Support Services:

Deskside Support (CONUS/OCONUS) Asset Inventory Support Disposal Preparation Support Encryption Services Video Conferencing and Audio/Video (A/V) Operations and Maintenance (O&M) Local On-Site Cabling Infrastructure Implementation Mobile devices Services Deployment Services Server O&M Training Support

• Service Center support services

• Account Management Services

• Hardware Incident Resolution

USCIS reserves the right to change the strategic direction of the technical implementation of the task order. The task order work includes adapting to new and/or evolving technical approaches, as well as providing technical and program support to research, consult, and implement emerging technologies that the USCIS Chief Information Officer (CIO) deems appropriate to support the Agency’s goals and objectives. Such shifts in the technical approach under the umbrella of End-user Support and Service Desk operations management are within the scope of this task order.

3.2. Scope

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Throughout the execution of this task order, the Government may invest in new tools, technologies, and methodologies that will further enhance OIT’s capabilities in meeting its mission. Such transitions and new tools implementation are within the scope of this task order.

USCIS Service Desk is a single-point of contact for all USCIS staff to resolve common computer equipment, systems, user accounts, printer, mobile devices, and other IT peripherals’ problems. The services are provided via a toll-free number, self-help, email, or chat and represent an end-to-end incident management, including escalation to Tier 2 and Tier 3 support through a defined process and Standard Operating Procedures.

The USCIS-OIT Service Desk is a mature federal enterprise comprised of several systems and multiple automated processes. It is powered by the ServiceNow Information Technology Service Management (ITSM) as the primary ticketing and incident management system. In addition, it includes other modules of ServiceNow, such as Problem Management, Knowledge Management, Configuration Management and others.

The estimated work load and number of end users and equipment the Contractor shall support includes the following:

• CONUS and OCONUS Offices: approximately 230 domestic and 20 overseas sites

• Supported users: ~27,000

• Desktops and laptops: ~ 41,111

• Printers and peripherals: ~25,000

• Servers: ~1,200

• Mobile Devices: ~15,000

• Average monthly in-coming telephone calls: ~ 30,000

• Average monthly in-coming e-mail contacts: ~ 4,000

• Average monthly in-coming self-help contacts : ~17,000

• Average monthly ITSM administration requests : ~ 25

• Average monthly Mobile Device Management requests : ~ 750

• Average monthly Field Service Engineer (FSE) tickets : ~18,000

A broad range of direct IT support services is currently provided to users at USCIS CONUS and OCONUS sites. Site locations are contained in Attachment 1. USCIS does not use a standard brand/model of laptop, however USICS has standard functional specifications. In addition, USCIS has a large Apple Mac user population that is distributed enterprise wide. USCIS also employs a wide variety of peripheral equipment including but not limited to fingerprint readers, document scanners, bar code readers, iPads, printers, web cameras, VOIP phones, VTC equipment, biometric collection kiosks, large screen monitors and more. Field Services also includes support for field distributed servers, tape backup libraries and wireless access points (WAP). USCIS introduces new technologies, both applications and equipment, in a continuous effort to make benefits processing more efficient.

Most access to USCIS computer systems is enabled by HSPD-12 Personal Identity Verification (PIV) cards containing user credentials. In addition, majority of USCIS business applications and systems also use PIV credentials for access, thus enabling Single-Sign-On.

The Contractor shall become familiar with the most current versions of the following Technical Reference Documents. The Government will be responsible for ensuring the Contractor is properly notified (via Email) when updates and/or changes are issued. The documents identified within Table 1 and throughout the Performance Work Statement (PWS) are current as of issuance of the task order solicitation.

4. CURRENT STATE

4.1. Applicable Documents

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Table 1 Applicable Documents

Document Name Description/Applicable Web Site DHS COOP Plan Due to the sensitivity of the document, this will be available upon award.

Website:

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

Workforce Investment Act of 1998 (P.L. 105-220) Located at Web Site:

https://www.uscis.gov/sites/default/files/files/NEON/Section_508_Compliance.

pdf

DHS Management Directive (MD) 4010.2 – Section 508

Identified under Topic: Information and Technology Management Section 508 Program Management Office & Electronic and Information Technology Accessibility Web Site:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4010-2.pdf

DHS MD 4300A – Sensitive Systems Policy Handbook, Attachment G

Attachment G: Rules of Behavior Web Site:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_Attachm ent_G.pdf

DHS MD 4300A – Sensitive Systems Policy Handbook, Attachment F

Attachment F: Incident Response and Reporting Website:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_Attachm ent_F.pdf

DHS MD 4300A – Sensitive Systems Policy Handbook

Sensitive Systems Policy Handbook – Latest version on DHS Connect Website:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_v13- 1.pdf

DHS MD 4300A – Sensitive Systems Policy

Sensitive Systems Policy – Latest version on DHS Connect Website:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_v13- 1.pdf

DHS MD 4300B – National Security Systems Policy

National Security Systems Policy – Latest version on DHS Connect Website:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300B_v10- 1.pdf

DHS MD 4400.1 - DHS Web (Internet, Intranet, and Extranet Information) and Information Systems

Identified under Topic: Information and Technology Management Website: https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4400- 1.pdf

DHS MD 4600.1 – Personal Use of Government Office Equipment

Identified under Topic: Information and Technology Management Website: https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4600- 1.pdf

DHS MD 4700.1 - Personal Communications Device Distribution

Identified under Topic: Information and Technology Management Website: https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4700- 1.pdf

DHS MD 11005 - Suspending Access to DHS Facilities, Sensitive Information, and IT Systems

Identified under Topic: Security Website:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_11005.pdf https://www.uscis.gov/sites/default/files/files/NEON/Section_508_Compliance.pdf https://www.uscis.gov/sites/default/files/files/NEON/Section_508_Compliance.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4010-2.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_Attachment_G.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_Attachment_G.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_Attachment_F.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_Attachment_F.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_v13-1.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_v13-1.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_v13-1.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300A_v13-1.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300B_v10-1.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4300B_v10-1.pdf http://dhsconnect.dhs.gov/policies/Instructions/4400.1%20DHS%20Web%20(Internet%2C%20Intranet%2C%20and%20Extranet%20Information)%20and%20Information%20Systems.pdf http://dhsconnect.dhs.gov/policies/Instructions/4400.1%20DHS%20Web%20(Internet%2C%20Intranet%2C%20and%20Extranet%20Information)%20and%20Information%20Systems.pdf http://dhsconnect.dhs.gov/policies/Instructions/4400.1%20DHS%20Web%20(Internet%2C%20Intranet%2C%20and%20Extranet%20Information)%20and%20Information%20Systems.pdf http://dhsconnect.dhs.gov/policies/Instructions/4400.1%20DHS%20Web%20(Internet%2C%20Intranet%2C%20and%20Extranet%20Information)%20and%20Information%20Systems.pdf http://dhsconnect.dhs.gov/policies/Instructions/4400.1%20DHS%20Web%20(Internet%2C%20Intranet%2C%20and%20Extranet%20Information)%20and%20Information%20Systems.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4400-1.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4400-1.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4600-1.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4600-1.pdf http://dhsconnect.dhs.gov/policies/Instructions/4700.1%20Personal%20Communications%20Device%20Distribution.pdf http://dhsconnect.dhs.gov/policies/Instructions/4700.1%20Personal%20Communications%20Device%20Distribution.pdf http://dhsconnect.dhs.gov/policies/Instructions/4700.1%20Personal%20Communications%20Device%20Distribution.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4700-1.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4700-1.pdf http://dhsconnect.dhs.gov/policies/Instructions/11005%20Suspending%20Access%20to%20DHS%20Facilities%2C%20Sensitive%20Information%2C%20and%20IT%20Systems.pdf http://dhsconnect.dhs.gov/policies/Instructions/11005%20Suspending%20Access%20to%20DHS%20Facilities%2C%20Sensitive%20Information%2C%20and%20IT%20Systems.pdf http://dhsconnect.dhs.gov/policies/Instructions/11005%20Suspending%20Access%20to%20DHS%20Facilities%2C%20Sensitive%20Information%2C%20and%20IT%20Systems.pdf http://dhsconnect.dhs.gov/policies/Instructions/11005%20Suspending%20Access%20to%20DHS%20Facilities%2C%20Sensitive%20Information%2C%20and%20IT%20Systems.pdf http://dhsconnect.dhs.gov/policies/Instructions/11005%20Suspending%20Access%20to%20DHS%20Facilities%2C%20Sensitive%20Information%2C%20and%20IT%20Systems.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_11005.pdf

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Document Name Description/Applicable Web Site DHS MD 11052 - Internal Security Program

Identified under Topic: Security Website:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_11052.pdf

USCIS Leadership and Site List Website: https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4010- 2.pdf

USCIS Structured Cable Plant Standard

Website:

http://connect.uscis.dhs.gov/org/MGMT/OIT/Documents/USCIS%20Structured% 20Cable%20Plant%20Standard.pdf

DHS Federal Enterprise Architecture Framework

Website:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_Enterprise_Architect ure_Framework.pdf

USCIS OIT Change, Configuration, and Release Management (CCRM) Process

Website:

https://www.uscis.gov/sites/default/files/files/NEON/USCIS_CCRM_Process.pdf

Employee and Contractor Exit Clearance Procedures - MD No. 257-001

Website:

https://www.uscis.gov/sites/default/files/files/NEON/USCIS_Exit_Clearance.pdf

USCIS MD 140-001 – Handling Sensitive and Non-Sensitive Personally Identifiable Information (PII)

Website: https://www.uscis.gov/sites/default/files/files/NEON/USCIS_MD_140- 001.pdf

DHS Systems Engineering Life Cycle (SELC) Guide

Website:

https://www.uscis.gov/sites/default/files/files/NEON/DHS_SELC_Guide.pdf

USCIS MD 119-002, Personal Property Management

Website: https://www.uscis.gov/sites/default/files/files/NEON/USCIS_MD_119- 002-04.pdf

USCIS-ADM-5350,

Accountability of Sensitive Personal Property

Website:

https://www.uscis.gov/sites/default/files/files/NEON/USCIS_ADM_5350.pdf

Excess Policy and Procedures To be provided after Task Order Award.

Travel and Other Direct Cost (ODC) Request Approval Form

To be provided after Task Order Award.

USCIS Backup Tape Inventory 2011_Master

To be provided after Task Order Award.

Note: Web references that are italicized are only accessible via DHS Network connectivity. The Contractor will receive electronic copy of reference documents upon solicitation. Documents provided electronically with Amendment 00001.

The Contractor shall execute the requirements of this PWS through the following tasks.

The Contractor shall be responsible for the transition-in of all technical activities by task areas. The Contractor shall deliver the Transition Plan no later than 15 calendar days after the task order award. The Government will review and provide comments and feedback and the contractor shall deliver the revised Transition Plan within 15 calendar days. The Contractor shall complete the technical transition and become fully operational within 60 calendar days after Transition Plan approval

5. TASKS

5.1. Transition-In

http://dhsconnect.dhs.gov/policies/Instructions/11052%20Internal%20Security%20Program.pdf http://dhsconnect.dhs.gov/policies/Instructions/11052%20Internal%20Security%20Program.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_11052.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4010-2.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_MD_4010-2.pdf http://connect.uscis.dhs.gov/org/MGMT/OIT/Documents/USCIS%20Structured%20Cable%20Plant%20Standard.pdf http://connect.uscis.dhs.gov/org/MGMT/OIT/Documents/USCIS%20Structured%20Cable%20Plant%20Standard.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_Enterprise_Architecture_Framework.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_Enterprise_Architecture_Framework.pdf https://www.uscis.gov/sites/default/files/files/NEON/USCIS_CCRM_Process.pdf https://www.uscis.gov/sites/default/files/files/NEON/USCIS_Exit_Clearance.pdf https://www.uscis.gov/sites/default/files/files/NEON/USCIS_MD_140-001.pdf https://www.uscis.gov/sites/default/files/files/NEON/USCIS_MD_140-001.pdf https://www.uscis.gov/sites/default/files/files/NEON/DHS_SELC_Guide.pdf https://www.uscis.gov/sites/default/files/files/NEON/USCIS_MD_119-002-04.pdf https://www.uscis.gov/sites/default/files/files/NEON/USCIS_MD_119-002-04.pdf https://www.uscis.gov/sites/default/files/files/NEON/USCIS_ADM_5350.pdf

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The technical activities, which shall be included as part of the technical transition, consist of, but are not limited to, the following:

• Inventory and orderly transfer of all Government Furnished Property (GFP), see applicable task order clauses;

• Transition of the body of work from the incumbent Contractor and turnover of tasking, etc.

The Contractors’ transition plans shall be approved by the Contracting Officer (CO) and shall document strategic approach, identify equipment, establish milestones and schedule of events, identify transition risks and risk mitigation, define knowledge transfer approach and system turnovers. The transition plan shall transition work with no disruption in operational services. The Contractor shall provide the transition plan in accordance with the Deliverables Schedule.

The Government’s approval of the plan shall not relieve the Contractor from responsibility for any errors or omissions, nor from responsibility for complying with the requirements of the task order. The purpose of the transition-in period is for the Contractor to gain familiarity with USCIS OIT processes, procedures, and support activities that will allow it to become fully operational when the transition-in period ends.

At the completion of the period of performance of this task order, the Contractor shall fully support the transition of the NEON requirement to the successor provider. Activities include supporting all of the activities listed above by making available personnel and documentation required to facilitate a successful transition.

The USCIS Service Desk (SD) is the single point of contact for USCIS end-users requiring IT services such as incident and service request management support or assistance. The following task areas are for the implementation of support services at worldwide USCIS facilities. The current USCIS SD is based on IT Infrastructure Library (ITIL) principles. The Contractor shall support the ongoing development of an ITIL based service catalogue. This will involve working with the Government to plan and implement the services and service catalog and determining the documentation that each service will require and establishing a service management framework.

The versions and names of toolsets will change during the term of this task order. Other tools may be adopted within the scope of the Service Desk task area. The Contractor shall provide support using Government furnished tools.

The Contractor shall be required to comply with the customer satisfaction survey Acceptable Quality Level (AQL). An automated email will be generated and forwarded to the end user after the Contractor closes the record in the ITSM tool. The email message will contain a link to the customer satisfaction survey. The Contractor shall monitor all survey results for compliance with the AQL. The Contractor shall be able to support all operating systems, devices and tools.

5.2.1. Service Desk – Tier 0 and Tier 1

SD Tier 0 and Tier 1 support activities include self-help, phone, chat and email support. Tier 0 is defined as self-help support. Tier 1 is defined as phone, chat and email support as well as life-cycle management. SD Tier 1 support includes incident escalation, incident priority procedures, VIP support and requests for service.

At Tier 0 and 1, the Contractor shall ensure that the Service Desk:

• Operates 24x7x365 as the single point of contact for all IT service management activities.

• Support lifecycle management activities for users using the self-help portal

• Be the point of coordination for all IT groups related to incidents

• Provides Tier 0 and 1 help desk support and services

• Be responsible for the lifecycle management of incident and service request records

5.2. Service Desk Operations Services

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• Be the single point of contact and lifecycle management for records escalated to Tiers 2 and 3 advanced support

• Properly assign incident and service request priority

The Contractor shall properly assign incident and service request categorization during Tier 1 support. Tier 1 phone support is defined as answering, logging, classifying and providing basic troubleshooting, based on Knowledge Management articles. Tier 1 incidents will also be received via email and Chats and should be treated the same as incidents received via phone. The Contractor shall:

• Collect information from callers and ensure that records are promptly and accurately documented

• Assist users with PIV access resolution to computer systems and business applications based on SOPs and in Knowledge Management articles

• Acknowledge all contacts made via call, chat and email. Log, classify, and route them accordingly

• Ensure that records are properly routed and/or escalated as appropriate

• Properly escalate incident to Tier 2 or CIRT

To prepare its personnel to properly staff and equip Tier 1 support, the Contractor shall:

• Develop and implement a new staff orientation and training program to familiarize new SD staff with all SD Tier 1 procedures and processes before they participate in SD support activities

• Develop and train new Contractor employees on customer service interaction prior to participating in SD Tier 1 activities

• Develop and train new Contractor employees on phone etiquette and phone system operations prior to participating in SD Tier 1 activities

• Develop and train all Contractor employees on ticket quality standards prior to participating in SD Tier 1 activities

• Keep a log or database of all Contractor employees’ completed training. Provide Government access to the log or database at all times

• Develop and train Tier 1 team on proper email and written communication etiquette

• Develop and train all contractor employees on basic use of the Information Technology Service

Management (ITSM) tool (ServiceNow) and the knowledge base

5.2.2. Service Desk – Tier 2

The Contractor shall ensure that SD Tier 2 personnel are trained and can perform all of the Tier 1 phone, email and chat support duties. Tier 2 is defined as advanced agent support, remote support and escalation point for Tier 1 service desk agents.

The Contractor at Tier 2 shall:

• Troubleshoot operating system and Commercial off the Shelf (COTS) software related issues

• Manage and maintain the Service Desk Knowledge Management (KM) articles in a way that is sufficient and sustainable for the provision of optimal support

• Support USCIS government furnished equipment and USCIS systems support used for telework

• Accept warm transfers from Tier 1 support agents and assist in meeting first call/contact resolution

• Perform remote support of application or operating system errors

• Support USCIS government furnished mobility systems and equipment

5.2.2.1. Security Incident Support

• In performance of daily functions, if the Contractor identifies weaknesses, vulnerabilities, threats, outages, or degradation of services, the Contractor shall immediately notify the USCIS Security Operations Center (SOC), of these findings

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• When directed by the SOC, the Contractor shall act as on-sight incident handlers to perform computer incident response and mitigation/remediation activities required for security incidents

• When requested, assist USCIS SOC and/or USCIS information system security personnel with technical or data gathering

• As requested, provide technical assistance to the SOC during a security incident.

• Update security incidents/tasks within ServiceNow, as required

5.2.3. Major Incident Management

Major Incident Management process to restore unexpectedly degraded or disrupted service to users as quickly as possible in order to minimize the impact on the USCIS business. A major incident is defined as an unplanned interruption or reduction in quality of service which impacts multiple individuals or sites.

The Contractor shall:

• Develop coordination procedures to ensure an efficient hand-off between the separate Major Incident Management and Problem Management Contractor and Government staff

• Monitor Automated Call Distribution (ACD), Incidents, Service Requests and queues to immediately identify a Critical/High priority incident or to identify other issues impacting services to USCIS users

• Ensure the CIRT SOP is updated, maintained and implemented within the Government’s response and communication timeline which will be available after award in the form of knowledge management documentation

• Ensure that all Critical and High priority Incidents (aka, Major Incidents) are communicated to appropriate Government points of contact and customers using government provided tools, communication methods and format

• Ensure communications, for critical/high priority incidents, are distributed in a timely fashion and that updates are completed throughout the lifecycle of the critical/major incident following defined timelines:

o For High outages, send an email notification update every two hours, unless directed otherwise or as updates become available. NOTE: Have the CIRT manager or Enterprise Watch Officer review the email before sending.

o For Medium outages, send an email notification update every 6 hours, unless directed otherwise or as updates become available. NOTE: Have the CIRT manager or Enterprise Watch Officer review the email before sending.

o For all other scenarios, obtain the latest updates as directed by EWO suspension or as directed as updates become available).

o EWOs/GWOs and Senior Management are the only people allowed to change or approve changes to the above schedule, and that person is to be listed by name in the notice as approving the change when it is sent out.

o If the priority is changed (especially if changing from Low or Medium to High or Critical), state the name of the person who authorized the change and verify that the proper distribution lists and personnel are included.

• Update the Documentation for the Outage. Ensure that pertinent information required for effective Problem Management is recorded in the After-Action Reports during and after the troubleshooting conference bridge calls are conducted and completed

• Ensure DHS Enterprise Operations Center (EOC) escalations and reporting procedures are implemented and followed. Government will provide DHS EOC guidelines

• Provide accurate reporting and statistics, using Government supplied template, on all incidents and service requests

• Perform weekly/monthly trend analysis for recurring incidents for escalation to problem management, as process improvement endeavors, and for use in customer training efforts. Government will provide template

• Relate/link Incidents records, Change records and Problem records as needed based on duplicate of, related to, caused by and/or corrected by criteria

• Provide trend analysis on all AQLs monthly (Government will provide template).

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• Ensure incident control processes are in place for the analysis of detailed historical data for accurate problem identification

• Ensure compliance with AQLs for automated registration of incidents with accurate classification and details for successful problem management

• Coordinate with other USCIS divisions or supporting groups/contracts in order to provide a workaround or resolution for critical incidents

• Provide most probable cause(s) for occurrence of outages, both major and recurrent. Incidents are to be communicated to the Problem Management Team and Government staff for further analysis and root cause determination

• Monitors and provide administrative support for service restoration of major incidents as defined by knowledge management articles

5.2.3.1. Regional Alternate Information System Security Officer (AISSO) The Contractor shall provide collateral duty AISSO support for each of the six OIT support regions to assist the CISNet General Support Systems (GSS) ISSO with the following:

• Provide information necessary to create/maintain regional certification and accreditation (C&A) documentation

• Assist the ISSO with remediation of identified weakness/vulnerabilities

• Support development of reports to higher authorities as required

5.2.4. Knowledge Management (KM)

Knowledge management is the process of gathering, analyzing, storing and sharing knowledge and information within an organization. The primary purpose of KM is to improve efficiency by reducing the need to rediscover knowledge. In the context of this task order, KM refers to the operating information, processes, and procedures maintained and appropriately stored for access by the SD with Government oversight.

The Contractor shall:

• Ensure that Knowledge base articles are kept up to date and applicable to systems supported by this task order

• Develop, implement and maintain a detailed knowledge base which will contain reference documentation, and resolution information

• Participate in application Gate reviews to ensure KM articles are received and in place for USCIS SD and field staff to support the application

• Conduct monthly trainings for all Tier 1 and 2 staff on new KM to ensure familiarity and compliance

• Perform continual review of KM articles based on review cycle

5.2.5. Problem Management

Problem Management will be leveraged to identify and resolve structural and process problems within the USCIS IT Infrastructure and Support Services through a formal approach to root cause and trend analysis.

The Contractor shall:

• Investigate, diagnose and document problems with IT services and infrastructure

• Keep a log of all potential problems

• Investigate and diagnose problem root causes

• Maintain a known error knowledge base in the system and document workarounds and permanent solutions as part of a Knowledge Management articles

• Generate known error sub-processes and use KM to facilitate quicker diagnosis and resolution for future incidents or requests

• Document reviews and analysis of major problems and unplanned service outages

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• Establish an ITIL-based Problem Management capability that provides direct support to the enterprise as part of the approach to meet these requirements

• Investigate for root cause and escalate to Government to prevent future major incidents

Perform monthly trend analysis on tickets to determine performance improvements (time to resolution), process improvement, staffing improvements, and system enhancements opportunities

• Prioritize, trend, analyze and report recurrent major/critical incidents

• Ensure that records bearing a relationship with the Problem record are linked

• Develop a program that enables the Government to prevent outages via proactive Problem Management by linking elements of the Event Management process with the Problem Management process

• Facilitate a weekly problem review board for review prior to publishing root cause analysis

5.2.6. Service Request Management

A request is defined as a contact from a user for information, advice for a standard change, equipment move or for access to an IT service. Service Requests (SRs) are handled by the SD Tier 0-2 and Field Support, and do not require a Request for Change (RFC) to be submitted.

The Contractor shall:

• Implement and apply the SR priority matrix and an escalation matrix which will be provided by the government

• Ensure that SRs are properly escalated and re-prioritized when escalated

• Document and detail all SR work completed and resolution/fulfillment steps in the ITSM Tool

• Ensure that effective two-way communication is used in order to ensure that the Knowledge

Management, Incident Management and Problem Management programs are capable of preventing future outages

5.2.7. ITSM Administration

The Contractor shall provide support for the ITSM tool used by the Service Desk for reporting, incident, problem, knowledge and request for service management activities.

5.2.8. VIP Support

The Contractor shall provide enhanced support for VIP callers. Calls shall be routed through the service desk. The government will provide a list of VIP users after award.

The Contractor shall:

• Develop a process to enable VIP users to jump in front of the queue

• Determine if caller/end user meets VIP criteria by comparing their information to the priority user name list kept in the ITSM tool

• Update VIP tickets escalation per VIP notification process KM

• Review, monthly, the VIP user list for accuracy and provide corrections to the government prior to execution

• Oversee 100% of VIP requests, incidents and problems from beginning to end

The Contractor shall provide end-user support to Federal and Contractor employees that use USCIS Systems. The contractor staffing model shall follow a 1:100 ratio (1 Filed Support Engineer (FSE) per 100 users) for field sites and centers except in cases where the nearest staffed facility is more than 2 hours away by automobile. Those sites may be staffed at a lower ratio subject to government approval. All technicians servicing a USCIS facility under this task order must be cleared to work un-escorted.

Specific staffing by location is provided in Attachment 4.

Additional staff may be required as USCIS grows by either adding new sites or expanding existing sites.

5.3. Field Support Services

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The Contractor shall provide after-hours cell phone and on-call support to respond to emergencies (e.g. serious damages to Government equipment/property, cause for loss of productivity), critical security, and network (e.g. devices, circuits, etc.)

incidents or outages. The Contractor will be measured on its response time to incidents according to the AQLs.

The Service Desk maintains the list of sites deemed critical that require after-hours and weekend support. A request by the Enterprise Operations Center Government Watch Officer (EOC GWO) or Enterprise Watch Officer (EWO) to respond to a site outage shall be considered authorization to work outside of scheduled hours.

The Contractor shall provide sufficient FSE support in field offices to support emergency installations of patches and standard releases. Contractor staff qualification requirements are identified in Section 8.2.

The Contractor shall perform the following tasks as part of the USCIS Field Support Services:

• Deskside Support

• Asset Inventory Support

• Disposal Preparation Support

• Encryption Services

• Video Conferencing and A/V O&M

• Local On-Site Cabling

• OCONUS Site Support

• Mobility Support Services

• Deployment Services

• Server O&M

• Training Support

All Concept of Operations (CONOPs) and Standard Operation Procedures (SOPs) documents referenced that are to be developed or updated by Contractor in this task area shall be provided to the Government within 60 days after transition plan approval.

Transition plan shall address a central repository and coordination between Government Employees and Contractors with the goal to provide accessible, up to date information.

5.3.1. Deskside Support

The Contractor shall provide comprehensive local IT equipment support for systems and other items generally considered to be IT. The Contractor’s end-user support staff shall have overall responsibility, under USCIS OIT management direction, for the organization’s entire end-user computing environment throughout USCIS.