NOTICE ID: 70RSAT26RFI000010

Department of Homeland Security (DHS) Science & Technology (S&T) Directorate Chief Information Officer Office (OCIO)

Technical Services Branch Systems Engineering/Operations & Maintenance Support

Draft Statement of Work (SOW)

1. INTRODUCTION

The U.S. Department of Homeland Security Science & Technology Directorate (S&T) Chief Information Officer (CIO) Office develops and maintains an enterprise network environment that is reliable, scalable, flexible, maintainable, accessible and secure, ensuring operational excellence—from the workstation to the data center, the cloud and to the mission application focuses on providing tools, technologies, and knowledge products for the nation’s Homeland Security Enterprise.

S&T strives to enable effective, efficient, and secure operations across all homeland security missions by applying scientific, engineering, analytics, and innovative approaches to deliver timely solutions in support of DHS's mission.

The S&T systems engineering, IT operations and maintenance is a support procurement that will operate, maintain, and improve information technology services and processes as S&T strives to meet its mission and move toward achieving its long-term strategic vision.

As S&T evolves and matures, so does the breadth and complexity of the technology implemented in support of the Department’s vital missions. To accommodate the organization’s needs, the S&T CIO office is looking to implement effective service operations and management solutions that will facilitate the sustainability and administration of the IT systems in support of the DHS S&T component mission requirements. These solutions will increase the productivity of end users, engineers, mission support personnel, administrative users, and all components in support of DHS's overall mission by quickly and efficiently delivering reliable, innovative, and secure IT services.

The S&T CIO office oversees the portfolio of services and capabilities associated with the end-user services domain; this includes defining and executing overall strategy, roadmaps, standards, policies, investments, and projects.

1.1 PURPOSE

The purpose of this Statement of Work (SOW) is to acquire technical IT support services for S&T to support three OCIO strategic goals:

Goal 1: MISSION SUPPORT – Implement advanced technology, business practices, and partnerships to safeguard the American people, our homeland, and our values.

Goal 2: SERVICE SUPPORT - Develop and implement a comprehensive approach to ensure excellence in IT service delivery through workforce recruitment, engagement, retention, and forecast planning.

Goal 3: OPERATIONS SUPPORT - Enable the smooth functioning of the infrastructure and service operations that support application deployment to internal and external customers, including engineering services; server and device management; computer operations; application and security services; IT Infrastructure Library (ITIL) management; support desk services; project support and overall acquisition program management.

1.2 BACKGROUND

The Department of Homeland Security (DHS) Science & Technology Directorate (S&T) plays a critical role in supporting the Department’s mission to secure the nation against a wide array of evolving threats.

S&T is dedicated to advancing innovative solutions and technologies that enhance the safety and resilience of the United States.

The Science and Technology Directorate (S&T) delivers innovative technology solutions to support Department of Homeland Security (DHS) missions and first responders and serves as the science advisor to the Secretary and the primary research and development arm of DHS. S&T provides sound, evidence-based scientific and technical expertise to inform strategies and address a broad spectrum of current and emerging threats.

Through a strategic portfolio of projects, S&T addresses the short-, medium-, and long-term needs of the homeland security enterprise, which encompasses activities across DHS and its Components, first responder communities and private sector organizations that provide essential services. By working closely with its partners to understand and prioritize their mission-related needs, S&T ensures science and technology investments align with evolving operational challenges.

DHS S&T CIO Office consists of three branches:

• Service Delivery

• Business Management Office / Program Management Office (BMO/PMO)

• Solutions Delivery (SD)

• Technical Services

• Systems Engineering

• IT Operations and Maintenance (O&M)

• Information Assurance (IA), which includes:

• Information Systems Security Office (ISSO)

• Compliance

The scope of work for this acquisition focuses on the activities necessary to enhance the Technical Service Branch within S&T OCIO.

2. SCOPE

The systems engineering, IT operations and maintenance is required to provide IT systems support which includes the right people, technology, property, security, and processes. S&T includes approximately 2000 staff in Washington, D.C. and laboratories in New York, New Jersey, Maryland, Alabama and Florida. DHS S&T employs approximately 35 distinct IT Systems with currently 2500 endpoints and projects. By the end of this period of performance these numbers are anticipated to grow to 40 systems with approximately 4000+ endpoints. These systems include multiple General Support Systems (or networks), three distinct Cloud-based deployments, a presence within two Federally Funded Research and Development Corporations and several standalone and experimental systems supporting Laboratory Operations.

The procurement will conduct strategic planning and continuous improvements to the support services providing value-added capabilities along with a reduction in cost and risk for the Government. This will contribute to S&T's ability to keep abreast of the latest trends in technologies, processes, and methods.

2.1 MISSION OBJECTIVES

The systems engineering, IT operations and maintenance support provided procurement must align with S&T ITSS objectives by implementing robust processes and establishing best practices. The following overarching objectives will guide the implementation of S&T ITSS:

Objective 1: Continuously assess, evaluate, and identify quantifiable enhancements to improve service delivery, increase efficiency, reduce costs and risks to the Government, and ensure uninterrupted service.

Objective 2: Deliver IT services that meet or exceed S&T CIO service level agreements. Seamlessly implement approved enhancements to achieve future service level targets while maintaining sustainable, standards-based technologies.

Objective 3: Provide centralized program management and general management services to ensure achievement of cost, schedule, and performance requirements, as well as the objectives outlined above.

Objective 4: Transition to a flexible, zero-touch regional customer support model.

In addition to supporting the IT requirements of the S&T’s mission, goals, and objectives, the services covered in this SOW will address the IT priorities established by the Chief Information Officer (CIO).

These priorities in such order form the foundation for IT service delivery and are reviewed and updated during semi-annual strategic planning.

Priority 1: Mobile-First – Enable mobile solutions for S&T Scitech and Labnet users to enhance efficiency, productivity, and engagement.

Priority 2: Collaboration – Facilitate connectivity among people and information, streamline processes, and develop comprehensive solutions.

Priority 3: Artificial Intelligence (AI) – Implement a comprehensive approach to AI, including the development, integration, and optimization of AI tools tailored to support S&T CIO mission and organizational needs.

Priority 4: Cloud – Leverage cloud technologies to provide scalable, secure, and accessible solutions for S&T component users, supporting rapid information delivery and informed decision-making.

Strategic plans include migrating some or all S&T ITSS services to the cloud to minimize future recapitalization costs.

Priority 5: Business Transformation – Drive continuous innovation to reduce costs, improve efficiency, and ensure technologies are current and fully utilized.

2.2. Applicable Appendices and Documents

The following documents provide information that is applicable to requirement:

3. Business Transformation The procurement shall develop and implement solutions that drive program innovation and business transformation. The procurement shall focus on customer identified priorities, emphasizing technology and process improvements that deliver cost efficiencies, higher customer satisfaction and increased IT service productivity. The procurement shall collaborate and engage with technology service providers to align government innovation priorities with new vendor offerings. The procurement shall work with the Government to identify measurable goals and define outcomes for each business transformation initiative.

S&T is expecting its partner to employ modern techniques to achieve the goals and objectives referenced in this document while supporting the S&T CIO Office workforce in a technologically diverse, mobile friendly environment with built-in security and cloud-based resources. In addition to state-of-the art solutions, S&T workforce desires the ability to request end user services and catalog orders that provide user experience that matches or exceeds industry standards. The development of a strategic partnership is critical to S&T’ success in order to transform the end user experience and provide the necessary agility to support its diverse workforce in the execution of the Agency missions.

S&T seeks to achieve the goals of supporting its workforce in a technologically diverse, mobile-friendly environment with built-in security and cloud-based resources. We envision a turnkey solution that encompasses cutting-edge technology while bridging the gap to the cloud. Section 2.1 states many of the objectives we seek to achieve. We ask the potential procurement to evaluate the objectives and recommend how they would partner with S&T to achieve them.

S&T is looking to develop a strategic partnership to transform the end-user experience to provide the necessary agility to support its diverse workforce and mission. The types of support needed for the end-user services program may include (but are not limited to) desktop engineering, project management support, transformation and operation support, continual service improvement and communications, and other program support functions. The procurement shall assist S&T in transformation from the current all-inclusive seat-based model to a new way of providing compute services for S&T that is technologically diverse and focuses on automation, business intelligence, and digital transformation.

The procurement shall assist S&T to move to a role-based provisioning so that users are provided the devices and applications appropriate to their job duties – not “one size fits all.”

The procurement shall develop a methodology that will minimize the requirement for hands-on desk-side technician support and enable the utilization of self-help and/or walk-in, including well expanded self-service and remote customer support capabilities.

3.1 Business Process Automation

The Contactor shall provide business process automation services which digitize paper processes, streamline workflows, and automate procedures. The Contactor shall analyze and document as-is processes, recommend process improvements, and provide an analysis of alternatives for utilizing existing or deploying new technology solutions. Upon government approval, the procurement shall pilot, test, and deploy business process automation solutions.

3.2 Remote Support Enhancements

The procurement shall provide enhanced remote support capabilities, implementing new or augmented tools that increase end user productivity through faster incident resolution and request fulfillment.

Support requirements may include the development of an initial proof of concept design, pilot implementation, and production implementation and sustainment.

3.3 Customer Experience

The procurement shall provide a smooth customer experience that strives to answer questions quickly and effectively, resolve issues with empathy and care, improve brand credibility, and nurture relationships, allowing users to execute their duties and contributing to a positive overall impression of the organization. The procurement shall deliver solutions on how to modernize, transform, and innovate on the customer experience lifecycle (from onboarding to offboarding) while maintaining high levels of quality and efficiency.

3.4 Continual Service Improvement

The procurement shall adopt a continual service improvement approach that proactively drives innovation, modernization, and transformation of DHS S&T IT infrastructure. This approach shall include new and alternative solutions that increase efficiency, produce cost savings, increase readiness and organizational flexibility, and deliver improved capabilities and services.

4. Specific Objectives/Tasks The procurement will work as an integrated team with S&T staff, other DHS S&T and Component procurement and outside vendors, as designated by S&T in support of the following areas: S&T Systems Operations and Maintenance, S&T Systems Engineering, Hardware, and Software.

4.1: General Services

4.1.1: Program Management Program Management facilitates all systems engineering, operations and maintenance functions. It involves development, implementation, and administration of services and operations and maintenance (O&M) core functions. The procurement shall provide program management activities, reporting and other general procurement management services needed to achieve the cost, schedule and performance goals under the procurement.

The Program Management will be expected to:

1) Manage delivery of integrated IT services and projects.

2) Meet with and assist OCIO to determine and apply industry best practices to existing business operations, drive further program efficiencies and automation, and implement potential future operational and technological improvements.

3) Provide cost and budget management, rough order of magnitude (ROM) responses for projects and special activities (e.g., conference support).

4) Ensure continued service delivery in accordance with the service level requirements, regardless of changing or fluctuating workload or personnel availability.

5) Improve processes by facilitating performance planning and alignment of OneDrive business and operational process standardization.

6) Ensure communication and collaboration across different functions and areas of support, to eliminate single points of failure and enhance service.

7) Document business and service operations processes, including reporting.

8) Provide all staffing support including the Entry on Duty (EOD) process ensuring that sufficient cleared staff (unclassified through Top Secret/Sensitive Compartmented Information (TS/SCI) access) are available to meet operational demands.

9) Provide management oversight of all activities performed by personnel, to satisfy the objectives and service level requirements identified at the order level.

4.1.2 Transition-In Management

The Contractor shall develop and implement a Transition-In Plan to transition from the current call orders to S&T CIO within 90 days. The transition will be transparent and seamless to the users with no degradation or breaks in service availability while maintaining existing security, service quality, performance levels, and an orderly transition of assets.

4.1.3 Transition-Out Management

The Contractor shall develop and implement a Transition-Out Plan to the successor Contractor not to exceed 90 days. The transition is to be transparent and seamless to the users with no breaks in service availability. S&T expects the transition-out task to be coordinated, integrated, and initiated with the successor Contractor transition-in tasks.

4.1.4 Additional Management

The Contractor shall provide:

• Quality Assurance Program

• Records Management

• Communications Management

• Performance Management

4.1.5 Surge Support (Optional)

The Contractor shall provide optional surge support. These optional surge support may be exercised unilaterally at any time within their respective periods of performance, in any quantity (minimum 1-hour increments), as many times as needed, as long as:

• The total quantity of hours exercised does not exceed the total not-to-exceed (NTE) hours identified for the CLIN; and

• The period of performance of the hours exercised does not extend beyond respective periods of performance.

4.1.6 End User Training and Documentation Support

• The Contractor shall provide end user training and documentation to assist users in understanding the products and services in the S&T Enterprise environment. Examples of end user training and documentation include, but are not limited to, online familiarization training, quick tips, training courses, virtual, video, help files, tutorials, PDF documents, and printed manuals.

• The Contractor shall provide online documentation for IT services, such as a Product Catalog User’s Guide.

• The Contractor shall ensure that training and documentation materials are updated appropriately as IT services change (e.g., application version updates, changes to user experience).

4.2 Service Support

The Contractor shall coordinate with S&T to employ the ITIL Service Management Framework (Version 4 or any subsequent revisions), the DHS Systems Engineering Life Cycle (SELC), general Project Management Institute (PMI), International Standards Organization (ISO) and similar frameworks to guide provisioning of the services, and the processes, functions, and other capabilities needed to support them.

IT Service Management (ITSM) refers to the implementation and management of quality IT services.

IT service providers through people, processes, and information technology perform ITSM. It is process-focused and has ties and common interests with process improvement frameworks and methodologies.

This discipline is not concerned with the details of how to use a particular product or system under management. It focuses on providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users. This support may include multi-level tier support model providing different levels of support based on the user.

The Contractor shall manage the S&T CIO service and delivery processes and procedures in accordance with relevant IT standards (e.g., ITIL v2011, ISO 20000) applicable to the systems infrastructure and O&M of the IT enterprise. This objective includes the identification of improvement opportunities for each S&T CIO support services activity based on performance results indicating areas for improvement.

The continuous service improvement process throughout the service life cycle is critical in meeting the overarching S&T CIO objective to continuously improve the IT infrastructure to promote efficiencies while decreasing cost and risk for the Government.

4.2.1 IT Service Desk

The Contractor shall provide comprehensive help desk support services to the Science and Technology Directorate (S&T) Monday through Friday, from 7:00 AM to 6:00 PM, excluding federal holidays.

The Contractor shall ensure that qualified technical personnel are assigned to the help desk to deliver both Tier 1 and Tier 2 support. IT Help Desk functions will include, but are not limited to, troubleshooting, resolving, and/or escalating problems with computers and other information technology products. IT Help Desk support may include:

1) Tier 0: Self Help – Users can access information on demand.

2) Tier 1: Basic – Supports and solves common issues; records and escalates issues to a higher tier.

These Tier 1 help desk duties include but are not limited to:

• Troubleshooting and resolving issues with workstations, peripherals, network cabling, applications, operating systems, email, telnet, and remote access.

• Troubleshooting and resolving issues with S&T cellular mobile devices using AirWatch Mobile

Device Management (MDM) solution.

• Supporting workstation moves, new installations, account creation, and maintenance.

• Managing help desk communications, including answering calls and emails, and validating IT requests through follow-up.

• Creating, documenting, monitoring, and closing trouble tickets using the ITSM ServiceNow system, and escalating unresolved issues as needed.

• Coordinating with internal and external IT organizations to resolve issues promptly.

• Providing priority and enhanced customer service to designated S&T VIP personnel.

• Supporting IT-related moves and asset management at headquarters and S&T labs.

• Continuously improving service desk processes for efficiency and productivity.

• Preparing and submitting regular help desk performance reports on weekly basis.

3) Tier 2: Technical – Provides in-depth technical support; records and escalates issues to a higher tier. Tier 2 helpdesk duties include but are not limited to:

• Troubleshooting and resolving IT hardware and software issues, including network devices, routers, switches, and other infrastructure components.

• Troubleshooting and resolving issues with S&T cellular mobile devices using AirWatch Mobile

Device Management (MDM) solution.

• Coordinating hardware replacements with vendors/manufacturers through the Return Merchandise

Authorization (RMA) process.

• Coordinating and supporting both classified and unclassified video teleconference equipment, including scheduling and user coordination.

• Maintaining and repairing the Voice over Internet Protocol (VoIP)-based phone system including soft version.

• Providing support and maintenance for enterprise messaging systems, both on-premises and cloud-based.

• Maintaining and repairing Storage Area Network (SAN) systems and performing data backup and restore operations.

• Ensuring IT security compliance and addressing identified vulnerability.

• Maintaining and repairing the Privileged Access Management (PAM) system.

• Supporting virtualization environments using VMware and Microsoft Hyper-V on remote labs.

• Supporting IT environments running Linux/Ubuntu operating systems.

• Conducting IT pre-fielding activities, such as site walks and surveys.

• Interacting with customers to foster positive relationships.

• Supporting printers, copiers, fax machines, and VOIP systems.

• Providing on-site escort services for S&T vendor support.

4) Tier 3: Expert – Tier 3 support personnel are responsible for resolving the most complex and critical IT issues that cannot be addressed by Tier 1 or Tier 2 support. These experts possess advanced technical knowledge and specialized skills in systems, networks, applications, and security. Their duties include, but are not limited to:

• Advanced Troubleshooting and Resolution: Diagnose and resolve highly complex hardware, software, network, and security issues, including those affecting mission-critical systems and classified environments.

• Root Cause Analysis: Conduct thorough investigations to identify the underlying causes of recurring or high-impact incidents. Document findings and recommend permanent solutions to prevent future occurrences.

• Incident and Escalation Management: Serve as the final escalation point for unresolved incidents from Tier 1 and Tier 2. Coordinate with internal and external subject matter experts, vendors, and DHS stakeholders as necessary to resolve issues.

• System and Application Expertise: Provide expert-level support for enterprise systems, cloud platforms, virtualization environments (e.g., VMware, Hyper-V), messaging systems (e.g., Exchange, O365), and specialized laboratory or research systems.

• Security and Compliance: Address complex security vulnerabilities, compliance issues, and incidents involving privileged access, encryption, and classified data. Collaborate with Information Assurance and ISSO teams to ensure adherence to DHS security policies and directives.

• Change and Configuration Management: Review, approve, and implement changes to system configurations, network architectures, and application deployments that require expert oversight.

Ensure all changes comply with DHS and S&T standards.

• Technical Documentation and Knowledge Transfer: Develop and maintain detailed documentation, technical diagrams, and knowledge base articles for advanced troubleshooting procedures and solutions. Provide training and mentorship to Tier 1 and Tier 2 staff.

• Collaboration and Continuous Improvement: Participate in cross-functional teams to support major projects, upgrades, and technology initiatives. Recommend process improvements and innovative solutions to enhance service delivery and operational efficiency.

• Disaster Recovery and Business Continuity: Lead technical response and recovery efforts for major incidents, outages, or disasters. Ensure systems are restored in accordance with Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs).

• Reporting and Communication: Prepare and submit incident reports, root cause analyses, and post-mortem documentation to the Contracting Officer’s Representative (COR) and other stakeholders as required.

4.2.2 IT Phone Center

The Contractor shall provide IT helpdesk phone support that include, but are not limited to, handling or addressing all incoming phone calls from the public, from Federal employees, and from Contractor personnel, and routing as appropriate in accordance with Government guidance. The Contractor is expected to provide recommendations, updates, and improvements to existing call policy, equipment usage, training, switchboard operation services, etc.

4.2.3 Problem Management

The Contractor shall coordinate with the Government to design and implement an ITIL-Based Problem Management process that outlines the actions and workflow for managing a Problem Management program.

The Contractor shall include a detailed workflow for the integration into other Service Management processes (e.g., Change Management, Incident Management, Event Management, Configuration Management).

The Contractor shall coordinate with the Government to implement controls at the Information Technology Service Desk (ITSD) level that feed into the continuous identification of problems.

4.2.4 After-Hour and Weekend Support

The Contractor shall provide after-hours and weekend support for emergency and critical incidents as part of Function Area 4, for up to 240 hours annually. This support is included in the standard contract pricing. The Contractor shall monitor assigned DHS S&T mobile devices for critical alerts generated by monitoring software, as well as notifications from the CIO representative or the Contracting Officer’s Representative (COR).

The Contractor must always be accessible via the assigned DHS cellular phone (24/7) to respond to critical and emergency IT-related incidents. All after-hours assignments shall be approved and directed by the COR. The Project Manager will coordinate with the COR to obtain approval for recommended resolutions. The Contractor shall notify the COR upon reaching 75% of the allotted after-hours and weekend support hours. Additionally, the Contractor shall report the usage of these hours in the monthly status reports.

All after-hours incidents should be managed in accordance with the Service Level Agreement (SLA).

Following any emergency or critical incident, the Contractor’s Project Manager shall prepare an incident report detailing the nature of the incident, start and end times, personnel involved, hours worked, resolution, and other relevant information. This report must be submitted to the Contracting Officer’s Representative (COR) within eight (8) hours of incident resolution.

For example, in the event of a temperature alarm, the Contractor will be the initial point of contact, coordinate with appropriate staff to address the issue (such as working with building management to shut down IT equipment to prevent damage), and, upon resolution, submit the required incident report to the COR.

4.3.1 Systems Engineering Support

The Contractor shall provide IT Tier 2/3 and engineering service support for S&T IT infrastructure.

Examples include:

• Active Directory (AD)

• Upgrades

• Fault resolution

• Patch management

• Systems performance monitoring and capacity planning

• Change, configuration and release management

• Disaster recovery

• Emerging technology assessments

• Security engineering and compliance

• IT infrastructure and systems Plan of Action and Milestones (POA&M) remediation

• Testing processes including all tasks related to production deployment

• Image management

4.3.2 Systems Engineering

The Contractor shall architect, design, integrate, and deploy new innovative technical solutions as required by S&T CIO and S&T customers. The Contractor shall review systems currently in production, and provide advanced technical consulting services including complete documentation, design diagrams, and briefings toward service improvement.

The Contractor shall proactively research and investigate new technical solutions to improve business processes and decrease costs. The Contractor shall provide technical implementation engineers to build out and execute solutions as well as transition to operations. The Contractor shall support multiple complex technical agile projects while simultaneously engaging with several business stakeholders.

4.3.3 Cloud Integration

The Contractor shall provide engineering support and designs for the Government’s hybrid cloud and cloud solutions. The Contractor shall provide detailed presentations of cloud solutions architecture for approval and concurrence. The Contractor shall design cloud solutions in areas that will benefit the Government and provide cost savings. This includes being responsible for integrating managing the current S&T cloud tenants, and cloud services technology.

4.3.4 Image Development and Management

The Contractor shall provide operating system image design and development services to support S&T endpoint and back-end server requirements. The Contractor shall gather all business and security requirements as well as provide for integration testing. The Contractor shall maintain the operating system in compliance with the manufacturer’s latest guidance and release.

4.3.5 Status Reporting and Escalation

The Contractor shall assist the Government with its reporting regarding IT systems operations, performance, availability, escalation, and incident response. The Contractor will serve as a liaison to operations centers and IT service providers supporting DHS and monitor and review IT system and service operations metrics to communicate the overall operating posture and status on a regular basis in accordance with the deliverables in Section 6. The Contractor shall support these services by:

• Informing all S&T stakeholders of planned and emergency events, changes, and break-fix functions.

• Review and correlate DHS IT enterprise service outage reports and to identify and report potential impacts to DHS S&T IT users.

• Participate in daily operations meetings to provide operations status updates.

4.3.6 Access Management

Upon S&T users being granted authorization, the Contractor shall create domain user accounts and grant the user rights to access IT services, while preventing access to non-authorized users. The Contractor shall perform this task using a combination of Windows Active Directory (AD) and DHS Access Lifecycle Management (ALM) system-based access control.

4.3.7 Operations and Maintenance (Systems)

The Contractor shall be responsible for the day-to-day IT systems O&M at S&T. This includes all system and endpoint services and is not limited to those identified below.

4.3.8 Shared Drive

The Contractor shall perform administration tasks for operating and maintaining Shared Drive services.

Examples include, but are not limited to, the following:

• Permissions

• Mapping Issues

• Data Spill Support

• Exception Policy Testing

• Security Technical Implementation Guide (STIG) Compliance

• Access Issues

• Preservation

4.3.9 Application Support

The Contractor shall perform administration tasks for operating and maintaining Application Support services. Examples include, but are not limited to, the following:

• Application Access Issues

• Application Functionality Issues

• Website Access Issues

• Browser Issues (Edge, Chrome, Firefox)

• Zscaler Support

4.3.10 Group Policy

The Contractor shall perform administration tasks for operating and maintaining Group Policy services.

• Policy Creation

• Policy Testing

• Exception Policy Creation/Testing

• STIG Compliance

• Vulnerability Mitigation

• Proxy Auto Configuration (PAC)

4.3.11 Domain Name System

The Contractor shall perform administration tasks for operating and maintaining Domain Name System (DNS) services. Examples include, but are not limited to, the following:

• DNS Configuration

• DNS Troubleshooting

• DNS Record Creation

• DNS Record Deletion

4.3.12 Server Management

The Contractor shall perform administration tasks for operating and maintaining Server Management

• Server Configuration

• Drive Space Management

• Windows operating system (OS) Patching

• Linux OS Patching (O&M Managed Applications)

• Vulnerability Remediation

4.3.13 Enterprise Print Management

The Contractor shall perform administration tasks for operating and maintaining Enterprise Print Management services. Examples include, but are not limited to, the following:

• PrinterLogic Server

• Print Queue Creation

• Print Queue Deletion

• Device Configuration Management

• Vulnerability Management

4.3.14 VMWare Management

The Contractor shall perform administration tasks for operating and maintaining VMWare Management

• Monitoring

• Maintenance

• Server Creation

• Server Management

• Configuration Management

4.3.15 DHCP Management

The Contractor shall perform administration tasks for operating and maintaining DHCP Management

• Scope Creation

• Scope Deletion

• Static Internet Protocol (IP) Reservations

• Server Management

• Scope Monitoring

• Printer IP Reservations

4.3.16 Certificate Management

The Contractor shall perform administration tasks for operating and maintaining Certificate

• Certificate Authority

• Certificate Template

• User Certificate Requests

• Backups

4.3.17 Active Directory Management

The Contractor shall perform administration tasks for operating and maintaining Active Directory

• Domain Controller

• Account Unlocks

• Privileged Account Creation

• Account Lock Investigation

• Account Login Issues

• Account Management

• Public Key Infrastructure (PKI) Issues

• Security Group Management

• AD Maintenance/Cleanup

4.3.18 Microsoft Hyper-V Management

The Contractor shall perform administration tasks for operating and maintaining Hyper-V

• Monitoring

• Maintenance

• Server Creation

• Configuration Management

4.3.19 SCCM/Intune Management

The Contractor shall perform administration tasks for operating and maintaining Shared Drive

• Image Creation

• Image Management

• Application Packaging

• Application Upgrades

• Windows OS Patching

• Vulnerability Mitigation

• Device Imaging

• S&T Domain Patching

• S&T Domain Vulnerability Mitigation

• Hardware/Software Testing and Evaluation

4.3.8.20 Communications Engineering Support

The Contractor shall administer and maintain S&T’s non-secure (unclassified) video teleconference and audiovisual equipment installations. Supported devices include encryption devices, CODECs, cameras, projectors, MS Teams conference devices, microphones, speakers, controllers, and document readers.

4.3.21 Messaging Services Support

The Contractor shall operate and maintain the Microsoft Exchange Messaging system, encompassing both on-premises and cloud-based infrastructure (Microsoft O365). Responsibilities include ensuring the reliable operation of mobile messaging devices (e.g., iPhone and Android), managing load balancing across Exchange front-end servers, and providing engineering analysis for upgrade and break-fix issues. The Contractor shall schedule and execute all required patches and software updates for messaging systems. Restoration of email and configuration on cloud infrastructure shall be performed as directed by the COR.

4.3.22 Tools

The Contractor shall perform administration tasks for operating and maintaining Tools services.

• Powershell Scripting

• VBS Scripting

• Grafana

• Tenable

• Forescout

• Axonius

• CyberArk Privledged Access Management

• Crowdstrike

4.4 Operations and Maintenance (Network)

4.4.1 Network Configuration Management

The Contractor shall perform administration tasks for operating and maintaining Network Configuration Management services. Examples include, but are not limited to, the following:

• Port (IMAC)

• 802.1x Management

• Vulnerability Management

• ACL Management

• Patch Management

• IP Assignment

• VLAN Management

• Cisco Network Management

• Cisco ASA Fire Power

4.4.2 Application Management

The procurement shall perform administration tasks for operating and maintaining Application Management services. Examples include, but are not limited to, the following:

• Prism Infrastructure/DNA Center

• Identity Services Engine (ISE)

• Wireless LAN Controllers (WLC)

• Cisco Meeting Server (CMS)

• Cisco Jabber

• StruxureWare Data Center

• Spectrum

• ManageEngine

4.4.3 Unified Communications Management

The procurement shall perform administration tasks for operating and maintaining Unified

Communications Management services. Examples include, but are not limited to, the following:

• IP Phone Management (MACD)

• Cisco Jabber Profiles

• End User Account Management

• Call Routing, Logic and Protocols

• MS Teams Room Troubleshooting

• MS Teams Room Conference Support

4.4.4 Voice Gateway Management

The procurement shall perform administration tasks for operating and maintaining Voice Gateway Management services. Examples include, but are not limited to, the following:

• Voice over Internet Protocol (VoIP) Configuration

• PSTN Troubleshooting

• Survivable Remote Site Telephony (SRST)

• SIP Trunk(s) Management

4.4.5 Server/Appliance Management

The procurement shall perform administration tasks for operating and maintaining Server/Appliance Management services. Examples include, but are not limited to, the following:

• Server Configuration

• Drive Space Management

• Windows OS Patching

• Linux OS Patching

• Vulnerability Remediation

• Certificate Installation & Maintenance

4.4.6 IT Infrastructure Monitoring and Event Management

The procurement shall leverage IT monitoring tools to provide continuous monitoring of all infrastructure systems and services, environmental systems, and peripherals for interface status and service functionality. The procurement shall filter and categorize events to decide on appropriate actions. The procurement shall report on critical events in a timely manner and notify the appropriate DHS staff as specified in the escalation plan.

4.4.7 Incident Management

The Contractor shall provide the support necessary to investigate and resolve all incidents associated with this SOW. The Contractor’s S&T Operations support shall be the primary participant in notification of systems-related incidents as required. The Contractor shall leverage the established escalation process to route incidents to the proper personnel for resolution as required by policy.

4.4.8 Problem Management

The Contractor shall design and implement in coordination with and the approval of the S&T Technical Services Team an ITIL-based Problem Management process that outlines the actions and workflow for managing a Problem Management program.

The Contractor shall include a detailed workflow for the integration into other Service Management processes (e.g., Change Management, Incident Management, Event Management, Configuration Management). The Contractor shall coordinate with the S&T Technical Services Team to implement controls at the IT help desk level that feed into the continuous identification of problems.

4.4.9 Integration

The Contractor shall be responsible for integration across the entire portfolio of services and capabilities associated with the end-user services domain and IT lifecycle that includes strategy, planning and resourcing, execution, operations, and continuous improvement.

The Contractor shall be responsible for integrating throughout the entire IT lifecycle as it relates to the services and products it provides.

• The Contractor shall be responsible for linking, relating, and connecting a series of diverse existing processes, systems, services, and products spread geographically across the Agency produced by multiple different manufacturers into data infrastructures and architectures in a coherent and unifying manner and linking all the different systems, framework of applications, and support systems.

• The Contractor shall execute the integration of services and products delivered by the S&T CIO contract into the portfolio of services delivered by S&T and with services provided by or to other program offices.

• In coordination with S&T, the Contractor shall partner with S&T CIO to support integration and continuous improvement as it relates to S&T CIO throughout the IT lifecycle as described below:

o Strategy – development of end-user service and product strategies; i.e., Agency needs, mission needs, evolving technologies, mandates, policy, etc.

o Planning – service and process design, roadmaps, prioritization, tactical plans, business analysis, i.e., changes or linkages as required o Resourcing – budgeting and accounting for service provisioning, resource allocations o Execution of new technologies and improved existing technologies – transition of services, project management, risk management, technical integration o Operations – operating procedures, execution of services, problem resolution, refreshes, performance measurements, problem resolution and existing services consumed by the end users or other IT delivery entities.

4.4.10 IT Cloud Infrastructure Management and Support

The Contractor will support the current cloud-based integrated service delivery, as well as the capability to offer the latest technology as industry and federal cloud computing needs evolve such as containerization and hosting in alternative approved cloud service providers. The Contractor shall manage the Government’s existing systems which includes all cloud-based production and maintenance environments that support the full enterprise software lifecycle, including development, testing, staging, and production. These environments must enable:

• Development activities

• Continuous integration and delivery

• Integration, acceptance, and performance testing

• Security scanning

• Training and troubleshooting

• Pre-production/Staging activities

• Continuous monitoring during production

The Contractor’s cloud solution shall include all necessary security controls, service delivery mechanisms, and hosting capabilities to meet development, testing, Quality Assurance (QA), and production requirements. All services and environments must comply with FedRAMP requirements and support a provisional Authority to Operate (ATO).

The Contractor shall perform architecture, design, development, deployment and provide ongoing maintenance for clouds infrastructures which include, but are not limited to AWS, Azure, and M365 in support of current and future application and hosting modernization efforts to include, but not limited to:

• Conducting analysis of available DHS information, content and security requirements.

• Developing cloud and security architecture for cloud environments.

• Performing installation, configuration, testing and deployment of cloud infrastructure.

• Coordinating with DHS and components as needed to launch cloud environments. This includes reviewing the tools used by Homeland Security Enterprise Network (HSEN) and other components as a possible solution. The Contractor shall provide development and platform support using the following technologies, but not limited to:

o Log Management (Splunk) o Artifact Repository (Nexus) o Vulnerability Scanning (Nessus) o Secrets Management (Azure, AWS, CyberArk) o Discovery o Intrusion Detection (Microsoft Defender) o Source Mode Management (GitHub) o Identity and Access Management (Entra, PAM, CyberArk) o Lightweight Directory Access Protocol (OpenLDAP) o Domain Name System (Microsoft DNS, BIND) o Forward Proxy (Zscaler) o Reverse Proxy (NGINX) o Automation Orchestrator (RedHat Ansible) o Configuration Management (RedHat Ansible, Intune) o Container Orchestration (Docker) o M365 Secure Configuration Baseline for Microsoft Entra ID

4.4.11 Testing and Validation Services

Testing and Validation Services support technology testing, in both a physical and virtual laboratory, for a variety of operating system platforms, software, applications, and network infrastructure in a secure environment. Examples of services include Test Automation, Performance Testing, and Functionality Testing.

4.4.12 Configuration, Change, and Release Management Services

The Contractor shall establish a configuration management (CM) plan to cover new and/or modified hardware, firmware, software, and documentation provided as a service for this contract. The Contractor CM plan shall cover configuration identification, control, and status accounting for all new and/or modified hardware, firmware, software and documentation for the duration of the contract.

The Contractor shall document/store all baselines, deviations, waivers, and assets delivered in a Government-approved configuration management database.

The Contractor shall regularly review the data and assure its accuracy.

4.4.13 Backup and Restore Services

The Contractor shall enroll Government-specified devices in the backup services. The Contractor shall install and configure required backup software.

The Contractor shall notify customers of backup activation and provide required instructions to the end-user for operating the backup service to protect DHS/S&T data.

The Contractor shall use the cloud as the primary backup storage repository.

4.4.14 Disaster Recovery and Continuity of Operations

Disaster Recovery (DR) is the ability of an organization to provide critical IT and communications capabilities and services after the services are disrupted by an incident, emergency, or disaster. DR recovers the disrupted IT and communications capabilities to continue at planned levels of operations.

The Contractor shall support these services is to maintain S&T’s DR capability, ensuring S&T IT services are restored to the specified performance levels within the specified Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs) as directed by S&T.

The Contactor shall support the development of a Continuity of Operations Plan in coordination with the Government that will sustain DHS S&T operations in the event an emergency should render the operation centers unavailable. Support may require an alternate federally accredited site(s) or solution(s) for maintaining continuity of operations during emergencies or other situations. This support shall include (but is not limited to):

• Support National Level Exercises (e.g., Eagle Horizon) and other tabletop exercises, including after-action/hotwash meetings and reports.

• Create new, update, and maintain Standard Operating Procedures and Work Instructions.

• Integrate, train and conduct workshops for Operation Centers.

• Develop and maintain a Quality Control Plan, to include metrics, gap analysis, and recommendations.

• Conduct devolution testing with devolution partners.

• Create, update and maintain critical contact lists, lines of succession, and continuity of operations

(COOP) playbooks/reference books.

4.5.1 Hardware

The Contractor shall perform end-to-end device lifecycle management for hardware services. The Contractor shall provide computer hardware per minimum specifications as defined by S&T. The Contractor shall propose compute device offerings and support Government-owned assets. All hardware offerings are subject to Government approval, to include waivers to hardware specifications.

Hardware support may include:

• Hardware Refresh. Refresh hardware devices periodically, and provide the ability to request Early

Technology Refresh (ETR).

• Receipt of assets. Receive government owned and/or managed service assets from various manufactures/service providers, deployment and transit of asset to end users, and relocate equipment to DHS end users.

• Restoration. Restore an end user’s device to full operability when an incident occurs that renders hardware unstable, inoperable, or with degraded performance.

• Un-subscription. Remove services from the end user environment on receipt of request for un-subscription.

• Sanitize and Disposal. Retain systems prior to sanitization or disposal to permit recall of data.

• Loaner Pool Management. Supply and manage loaner computers.

• Asset Tracking. Define and implement procedures for asset tracking.

• Audit. Participate in audit activities to ensure accuracy of documented asset information and implement necessary corrective actions.

• Storage. Provide storage and/or ensure that facilities used for storage of hardware, software, and other associated equipment include adequate protection and security, whether Government-provided or Contractor-provided storage facilities are used.

4.5.2 IT Asset Management

The Contractor shall provide comprehensive IT asset management services for S&T CIO, including the tracking of warranty and license expirations for all hardware and software assets. The Contractor shall support the administrative processes associated with the procurement of hardware and software maintenance licenses, as well as equipment refreshes and upgrades. Quarterly asset inventory reports shall be submitted to the COR.

The Contractor is responsible for maintaining an accurate and up-to-date inventory of approximately

1,300 physical assets within S&T CIO. Day-to-day responsibilities include updating asset records during property transfers, completing required documentation, and facilitating the collection of signatures via…