RFQ 8392 Draft PWS.docx

User and Network Service (UNS)/Enterprise Field Operations (EFO) PERFORMANCE WORK STATEMENT FY 25 New Hires Workstation Surge Support

1. BACKGROUND

IRS User and Network Services (UNS)/Enterprise Field Operations (EFO) provides Deskside Services support to approximately 100,000 customers nationwide. There are additionally approximately 450 remote locations that may require Deskside and Telecom Services under this task order. Travel will be provided in this task order to these remote locations as required.

UNS EFO is a requesting contracted services to provide administrative, technical, and operational IT support for the hiring of over 15,000 new IRS employees scheduled to start work during fiscal year 2024. The services will include technical operational support by installing Windows based computers and providing new hire educational training to new employees that are coming on board to the IRS for the first time. The contractor employees will be located at key identified by the government at various IRS locations as listed on last page of PWS. Educational orientation training to new employees will be provided remotely using federal government collaborative software tools or face to face in small groups.

2. OBJECTIVE

This contract will provide deskside support at all IRS locations, installing the most current operating system operating system and other standardized applications on laptops and desktops for all new hires coming on board at the Internal Revenue Service. The contractors will be responsible as requested to work incident management trouble tickets to resolve customer problems with IT equipment and distribution of IT supplies. UNS additionally refreshes laptop and desktop computers for IRS employees with new equipment, on a routine schedule. UNS must also assist in the management of assets in the field as part of its normal operations. This support includes both updating our inventory records with new computer equipment and properly excessing retired computer equipment using IRS procedures and guidelines that already established. The contractors shall be responsible for ensuring network availability is active for all new hires to access the IRS enterprise network at any specified IRS location.

3. SCOPE

The Contractors shall be responsible for installing/configuring the most current operating system and other IRS standard business applications on laptops and desktops for new hired employees. Contractor staff shall provide support to the UNS organization for the deskside incident management process and routine installation of IT computer and telephone equipment:

a. Provide support for resolving customer problems with their deskside IT equipment, including laptops, desktops, telephones, printers and scanners.

b. Provide support for break/fix and routine replacement of equipment, maintain electronic inventory, surplus inventory, and ensure replacement equipment performs as required.

c. Distribute IT Tier III peripheral equipment supplies (network printer toner, etc.)

d. Support the maintenance of local and wide area network components.

e. The Contractor will provide personnel who shall evaluate the sources of Demand Management for EFO services and the resources available for delivering services. The Contractor shall continue to refine the response process developed per the Information Technology Infrastructure Library (ITIL) Continuous Improvement process, incorporating feedback and lessons learned. The Contractor shall use the process to support EFO’s mission to respond credibly and effectively to requests for services.

f. contractors shall be assigned to support the IRS War Room Operations. These contractors shall be able to operate the most current operating system, configure desktop administration of laptops and desktops, printers, scanners to support other technicians that may encounter problems with supporting any of our IRS users. The War Room contractors shall be responsible for providing updates to various incidents and developing weekly reports on incidents tickets that were assigned/resolved by the War Room. The contractors shall be responsible for managing email, skype, and phone, walk-ins for any technician needing support to address a problem impacting their ability to complete their assigned work. The contractors shall be responsible for providing ad hoc reports as requested by the government management personnel.

4. TASK:

The Contractor will provide technical services to inventory and prepare equipment for shipping, provide on-site support for incident management, provide on-site deployment support for delivery of new Windows 10 operating systems, and troubleshoot network incidents. The schedule listed in this Performance Work Statement (PWS) shall apply for all deliverables unless changed in writing by the Contracting Officer. Final acceptance of each deliverable by the Program Management Office (PMO) and COR shall be made in writing only after each deliverable has been corrected and conforms to the requirements contained herein.

4.1 INVENTORY AND PREPARE EQUIPMENT FOR SHIPPING (FIRM FIXED PRICE):

The Contractor shall assist government personnel as required in the preparation to ship retired inventory of equipment such as laptops, desktops, printers, and other end user electronic devices. The Contractor shall pack, and ship inventory based on the Electronic Request Fulfilment Tickets provided by the Government Task Manager or POC. Lifting of equipment and boxes is required. The Contractor shall be able to lift at least 25 pounds.

The IRS will provide the Contractor with Knowledge Skill Articles and resources upon obtaining IRS staff-like access. The IRS will provide training to the Contractor on excessing equipment, using KISAM to open tickets, instructions to ship equipment to the IRS depot centers, and disposing IT equipment based on IRS established guidelines/procedures.

Desired Outcome: The Contractor shall work any incident tickets that are assigned to replace defective equipment and take required steps to update inventory records, package, and ship equipment to the IRS depot center.

4.2 ON-SITE SUPPORT FOR INCIDENT MANAGEMENT (FIRM FIXED PRICE):

The Contractor shall provide technical on-site support for incident management by delivering professional resolution of IRS end-user incidents and problems from Windows 10 and Windows 11 systems. On-site support includes, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or manufactures to resolve end-user incidents. Deskside support is intended to provide “physical touch” deployments of hardware and software, but there are times when deskside technicians shall use remote tools to remediate any incident that occurs. The Government lead will assign tickets through KISAM/ServiceNow system to the Contractor. The Contractor shall review each ticket within 24 hours, provide an update of the ticket, and provide a resolution within 2 business days. If unable to provide a resolution for the ticket, the Contractor shall contact the Government assigned manager for resolution within 1 day. The Government lead will assign a ticket to the contractor that may result in a change in end-users’ workstation and location. The Contractor shall assist with relocating Automated Data Processing (ADP) equipment and reestablish the equipment on the IRS network so that it is operable in the new location.

If information is not captured in the ticket accurately once assigned (ex. Software issue vs. Hardware issue), the Contractor shall update the ticket with the correct information and provide a root cause analysis to prevent any discrepancies. The Contractor shall provide clear instructions to end-users to resolve any incidents as required. After the incident has been resolved, the contractor shall confirm with the customer that it is acceptable to close the ticket.

For peripheral incidents that may require troubleshooting, the Contractor shall use every attempt to resolve the incident. If the incident is unable to resolved, the Contractor shall contract the Government Lead to request a replacement part.

The IRS has specialized software (above-baseline) that occasionally will need to be uploaded to end-user computers. The Contractor shall follow the quality control steps to ensure that the software is installed, configured, and operatable. Specialized software installation will be assigned to the Contractor by the Government lead.

Desired Outcome: The Contractor shall work to resolve all tickets assigned to them. The contractor will update their incident tickets as necessary to provide the latest status of their tickets. The contractor will provide a status of their incident and request fulfillment tickets as agreed upon by their assigned government manager on a weekly basis.

4.3 ON-SITE DEPLOYMENT SUPPORT (FIRM FIXED PRICE):

The Contractor shall provide on-site support for delivery of new Windows 10 operating systems, and supplemental support as needed for remote delivery, and provide prompt and professional resolution of IRS end-user incidents and problems. The Contractor shall provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents. The Government lead will assign tickets through KISAM/ServiceNow system to the Contractor. The Contractor shall review each ticket within 24 hours, provide an update of the ticket, and provide an update on the status within 2 business days.

The IRS has specialized software (above-baseline) that occasionally will need to be uploaded to end-user computers. The Contractor shall follow the quality control steps to ensure that the software is installed, configured, and operatable. Specialized software installation will be assigned to the Contractor by the Government lead. The contractor will test all new and replacement end user systems for operations.

The contractor shall install and configure new Windows 10 laptop or desktop systems at the user’s IRS location or coordinate with the user to ship new systems to their desired location. The contractor shall take steps necessary to deliver the replaced equipment to the UNSS Asset Management organization for disposition.

If information is not captured in the ticket accurately once assigned (ex. Software issue vs. Hardware issue), the Contractor shall update the ticket with the correct information and provide a root cause analysis to prevent any discrepancies. The Contractor shall provide clear instructions to end-users to resolve any incidents as required. After the incident has been resolved, the contractor shall confirm with the customer that it is acceptable to close the ticket.

Desired Outcome: The Contractor shall work to resolve all tickets assigned to them. The contractor will update their incident management and request fulfillment tickets as necessary to provide the latest status of their tickets. The contractor will provide a status of their incident and request fulfillment tickets as agreed upon by their assigned government manager on a weekly basis.

4.4 TROUBLESHOOT NETWORK INCIDENTS (FIRM FIXED PRICE):

The Contractor shall provide troubleshooting assistance to resolve network incidents, and coordinate with other IT organizations or vendors to resolve these incidents. Network technicians are responsible for installing new switches and routers, Voice over IP, and ensuring that devices are configured correctly. The Government lead will assign tickets through KISAM/ServiceNow system to the Contractor. The Contractor shall review each ticket within 24 hours, provide an update of the ticket, and provide a resolution within 3 business days. If unable to provide a resolution for the ticket, the Contractor shall contact the Government assigned manager for resolution within 1 day or as soon as possible. The contractor shall setup and install network switches and routers at specified location upon direction from a government lead. After successfully installation, the contractor shall test and confirm full operations of the installed switch or router at the building location. The contactor as have skills to install wireless access points at the specified location from a government lead.

If information is not captured in the ticket accurately once assigned (ex. Software issue vs. Hardware issue), the Contractor shall update the ticket with the correct information and provide a root cause analysis to prevent any discrepancies. The Contractor shall provide clear instructions to end-users to resolve any incidents as required. After the incident has been resolved, the contractor shall confirm with the customer that it is acceptable to close the ticket.

The IRS will provide the Contractor with Knowledge Skill Articles and resources upon obtaining IRS staff-like access. The IRS will provide training to the Contractor on excessing equipment, using KISAM to open tickets, instructions to ship equipment to the IRS depot centers or vendor, and disposing IT equipment based on IRS established guidelines/procedures. The contractor shall take steps necessary to update asset records, prepare equipment for shipment, and deliver the replaced equipment to the UNS Asset Management organization for disposition.

Desired Outcome: The contractor shall provide technical services to resolve of any incidents in accordance with the established timelines and provide a weekly report to address the outcomes of the incidents.

5. APPLICABLE DIRECTIVES

IRS Enterprise Architecture Enterprise Life Cycle IRS Security Standards IRS Contractor Security and Contractor Mandatory Training

6. HOURS and PLACE OF PERFORMANCE

The work hours for this Task Order shall be Monday-Friday 8:00 AM to 5:00 PM. Contractor shall work a standard work week (40 hours). Schedule changes to meet mission need may be approved by the IRS Project Manager.

The need may arise for work to be performed beyond IRS business hours; however, the work hours will not exceed 40 hours per week. No time beyond 40 hours per week (“NO overtime”) is allowed. The IRS will not be liable for overtime charges.

Contractors shall be stationed at various IRS duty locations across the country as needed to complete the work. Government staff will provide the locations of where contractors will be stationed within a week after the award of this contract.

Occasional travel to other IRS post of duty stations may be required as directed by the IRS Information Technology Project Manager-Senior or IRS Project Manager. The Government will be responsible for reimbursement of travel costs only when the COR has authorized such travel. The travel locations can be at any of the 51 Nationwide IRS locations include Puerto Rico. All travel must be pre-approved in writing by the COR before any travel commences. The COR will notify the Contractor by e-mail 10 working days prior to the travel date. This documentation must be an e-mail sent from the COR’s government authorized e-mail account. The Contractor shall confirm or denied the travel request in writing 5 working days prior to travel date. All authorized travel requested by the COR will be paid for on a reimbursable basis in accordance with the Federal Travel Regulations and FAR 31.205-46, Travel Costs.

Receipts for significant travel cost such as airfare lodging, and ground transportation shall be submitted with the request for reimbursement to the COR. The request should also include the COR’s preapproval documentation. No labor cost or profit may be charged against the travel funding amount. The Government will retain any unused balance of the travel funding at the end of each performance period of this contract.

The Contractor shall invoice for travel separately and will include at a minimum all hotel receipts, airline receipts, train receipts, rental car receipts, and other receipts over $75 as may be required. Each travel invoice will summarize:

7. DELIVERABLES

All deliverables will be rated on the timeliness and quality of the product. IRS will be given a 10-day review period to review all deliverables. The vendor will have 5 days to update the deliverable once comments are provided by IRS. It is expected that the revised deliverable will be acceptable. Products developed by the Contractor shall be IRS’s property.

Delivery Frequency Due Date

Standards Acceptable Quality Levels

of recent information

Weekly Status Report

of recent information

Background Investigation Forms

Contractor Staff Security List of employee staff-like access is correct and complete at end of each quarter of Government business calendar.

Reinvestigation requests are submitted 130 days prior to expiration of staff-like access.

100% complete

(June 30th) 100% complete

Invoicing

complete and correct.

complete and correct.

complete and correct

complete and correct

8. INSPECTION AND ACCEPTANCE

Inspection at the Government’s locations stated herein in accordance with FAR 8.406-2 “Inspection and Acceptance.”

8.1 Specific Acceptance Criteria

The specific quality measures as set forth below will be applied to each deliverable received from the contractor under this contract. Any perceived conflict with the quality measures listed below should be immediately reported to the Contracting Officer.

Accuracy – Deliverables shall be accurate in presentation, technical content and specifications and adherence to accepted elements of style.

Clarity – Deliverables shall be clear and concise. All diagrams shall be easy to understand and relevant to the supporting narrative.

Specifications Validity – All deliverables must satisfy the requirements of the Government as specified herein.

File Editing - All text and diagrammatic files shall be editable by the Government.

Format – Deliverables shall be submitted electronically as defined in the PWS. Deliverables shall be produced using Microsoft Office 2010 Professional.

Timeliness – Deliverables shall be submitted in accordance with the days identified in the chart above.

8.2 Rejection Procedures

Any deliverable that does not comply with the acceptance criteria outlined in Section 10.1; “Specific Acceptance Criteria” shall be considered rejected. The COR has 10 business days to inform the contractor that the deliverable is rejected, and the contractor has 5 business days to re-submit the deliverable for inspection and acceptance. The number of days allotted to the contractor for re-submission of deliverables maybe adjusted if agreed upon by both parties. This process will continue as required until acceptance has been issued by the COR.

8.3 Quality Assurance

The deliverables will be reviewed by the IRS Information Technology Project Manager-Senior. The IRS Information Technology Project Manager-Senior will provide formal feedback on required changes to COR. Formal feedback shall be communicated by the IRS COR to the Contractor within 10 business days of delivery. The Contractor shall respond with a revision within 5 business days. It is expected that this revision will be acceptable.

The contractor shall notify the Contracting Officer (CO) and the COR if a Deliverable delivery date is at risk. The contractor shall notify the CO and COR when content required to complete the work has not been provided.

9. CONTRACTOR SECURITY REQUIREMENTS

Proposed Contractor staff must hold U.S Citizenship or Permanent Resident Status.

Per 71-10, Contractor staff must be U.S. citizens or Permanent Residents.

9.1 Mandatory IT Security Training

Contractor employees shall complete the annual mandatory Contractor IT Security Training before beginning work on this Task Order and shall complete the annual mandatory Contractor IT Security before the annual completion date.

Contractor shall report dates of completion and provide proof of completion, as directed by the IRS COR.

9.2 Identification Badge

Contractor employees shall wear an IRS-issued identification badge visible above the waist at all times when in IRS spaces. Contractor employees without staff-like access shall be escorted at all times by an IRS employee or a Contractor granted staff-like access.

9.3 Background Investigation

Contractor staff on this Task Order must submit to a background investigation performed by IRS National Background Investigation Center or Office of Personnel Management (OPM). This will include Personal Identity Verification (PIV) as required by Homeland Security Presidential Directive (HSPD) -12. The contractor shall comply with facility security procedures at the IRS work site(s) where work is being performed under this order. The contractor shall provide staff who have been granted “staff-like access” by IRS, especially if IRS field offices are involved. If this is not possible, the IRS shall arrange for an escort until “staff-like access” is granted.

9.4 Pre-screen and Screening

Contractor staff will be pre-screened by IRS; upon passing the pre-screen, Contractor staff will be contacted by IRS NBIC with sponsor code for Contractor staff to enter background information into the U.S. Office of Personnel Management (OPM) e-QIP background investigation system. Background investigations will be conducted by OPM.

The COR will provide the necessary electronic versions of the forms to the Contractor upon award. Most are also available at publish.no.irs.gov.

The pre-screening and screening processes follow Federal standards and are subject to change. Contractor shall comply with direction provided by the IRS COR and IRS National Background Investigative Center (NBIC).

Contractor shall provide the COR with mandatory pre-screening information and scans of all completed investigative forms in electronic format no more than 5 business days after IRS approval of proposed contractor staff resume.

For foreign-born Contractor staff assigned to this Task Ordrer: proof of U.S. Citizenship or Permanent Resident status(Lawful Permanent Resident Card, Naturalization Certificate, Certificate of Birth Abroad) shall be provided with investigation package and to the COR.

9.5 Investigation Information

9.5.1 Information required for mandatory pre-screening:

Place of Birth, Date of Birth, Full Name, SSN, Home Address, E-mail Address, Phone Number, Other Agency Name if worked for another agency instead of IRS.

9.5.2 Forms provided by the IRS for signature of Contractor staff:

· contract-specific Non-Disclosure Agreement;

· Department of the Treasury/IRS Form 13670 Application for Personal Identity Verification;

· Department of the Treasury/IRS Form 13340 Disclosure and Authorization pertaining to Consumer Reports; Pursuant to the Fair Credit Reporting Act;

· Department of the Treasury/IRS Form 12333 Consent for Fingerprint Check.

· IRS Notice 1379 Tax Record Check Notice.

10. DISCLOSURE

In the performance of this contract, the Contractor agrees to comply and assume responsibility for non-disclosure of all sensitive but unclassified data / information as detailed in IRM 10.23.2.17, Non-disclosure Agreement, by its employees and officers Each individual Contractor staff shall sign a Task Order-specific Non-Disclosure Agreement before beginning work on this order.

Contractor may be required to provide a corporate level Non-Disclosure Agreement to safeguard all information provided by IRS in order to resolve problems within the IRS environments/architecture.

The Contractor shall conduct Disclosure Awareness training prior to giving their officers and employees access to IRS Sensitive-But-Unclassified (“SBU”) data and annually thereafter if the contract is renewed or extended. Each Contractor staff shall sign and date the training roster. The Contractor is to provide written certification to the COR that this training was completed by the Contractor staff.

Any and all electronically stored data, programs and other files residing on electronic media (e.g., hard drives, diskettes, CDs) shall be treated as confidential and shall not be divulged, copied or otherwise released or made known in any manner to any person, except as may be necessary in the performance of the contract.

Under FISMA, government employees and contractors are subject to Federal information security laws, regulations and policies, including annual security awareness training. This training requirement is satisfied by the IRS Contractor IT Information Protection briefings, which covers computer security, disclosure, privacy, and Unauthorized Access (“UNAX”).

11. GOVERNMENT FURNISHED INFORMATION

12 Government Furnished Property

Government Furnished Property (GFP) will be provided to contractor staff as needed in the performance of this task order and GFP is identified as follows:

IRS staff will be available to work with Contractor to provide access to relevant data.

IRS will provide workspace for the Contractor that includes desk, chair and telephone, when available.

IRS will provide a computer, with necessary software and access to the network. IRS will provide access to buildings under appropriate security provisions.

13 TRAVEL

Occasional travel may be required (city -to-city) within the United States. Contractor shall comply with the following minimum standards of this Task order:

a. Travel for contract-related work must be approved by COR prior to travel.

b. Invoices for contract-related travel shall be submitted containing all receipts for city-to city travel (such as air and train), parking, rental vehicle, tolls, and lodging.

c. The Contractor shall comply with the guidance of the Federal Joint Travel Regulations (“JTR”).

14. INVOICING

Invoices shall be submitted monthly (by the 10th) for the prior month’s services. The Invoice for services shall identify the resource by name, labor category, hourly rate charged, number of hours by week (with dates and hours worked on those dates), and total amount for that resource.

15 PERIOD OF PERFORMANCE

The period of performance for this task order will be six months September 30, 2024 – March 29, 2025. Followed by two option years March 30, 2025 – March 29, 2027, and exercised at the discretion of the Contracting Officer.

image1.png