SampleTask03 TrainingHelp desk Support Attachment G.pdf

Sample Task 03 Remote Sensing & Geospatial Support IDIQ GIS and Remote Sensing Training & Helpdesk Support

Solicitation# 12970224R0009

Sample Task 03 GIS and Remote Sensing Training & Helpdesk Support Task Order

Performance Work Statement (PWS)

1. Background

The Geospatial Technology and Application Center (GTAC) has been developing, refining, and delivering training to the Forest Service geospatial community for more than 25 years. GTAC’s training program has remained nimble and adapted to changes in geospatial technology, agency expectations, and non-traditional training delivery options. In recent years, this training program has had more than 8,000 course registrations annually.

Training development topics are identified from a number of sources including training survey results, trends in field-solicited Remote Sensing Steering Committee proposals, new technology developments, industry trends, and numerous requests that arise from the remote sensing and GIS user support, field personnel, regional geospatial leaders, and other geospatial community members.

Decisions to develop new courses are balanced by the need to maintain existing materials and reflect changes in agency requirements, technology capabilities, innovative methods, and software.

In addition to developing and delivering high-quality, leading-edge remote sensing and GIS training, this program supports the Forest Service Geospatial Training SharePoint website, which is accessible to all Forest Service personnel. This Geospatial Training SharePoint site was launched in 2011 and offered a significantly improved back-end database and content management system.

With routine maintenance and reporting, the Geospatial Training SharePoint site has continued to benefit GTAC, regional geospatial trainers, and student registrants. In 2023 we are working closely with USFS Enterprise Programs to modernize our site to incorporate new software improvements and better serve our student population.

The Geospatial Technology and Applications Center (GTAC) has been providing geospatial helpdesk support to the Forest Service for several decades and has been promoting the appropriate use of remote sensing and geospatial technologies. Since 2004, GTAC has provided Level 2 & 3 remote sensing helpdesk services to all units of the Forest Service through the Forest Service Customer Helpdesk (CHD) and personal communication under the auspices of the Information Resources Decision Board (IRDB). Services include support to remote sensing geospatial software installation, licensing, image processing, raster data modeling, various applications of remotely sensed imagery, and more. This service provides knowledge, resources, and timely solutions for addressing a broad range of remote sensing technical issues at all levels of the agency.

This task order is Fixed Firm Price.

2. GIS and Remote Sensing Training Delivery, Development, Updates, and Consultation

The contractor shall provide qualified trainers for both GIS and Remote Sensing training. GIS and Remote Sensing staff shall be onsite at the GTAC Salt Lake City, Utah location or at remote location agreed to by COR. Billing will be on a monthly basis. The contractor shall develop and deliver GIS and Remote Sensing geospatial training and awareness services to the Forest Service and its partners. In accordance with the Rehabilitation Act of 1973, all deliverables submitted under this task order shall be Section 508 compliant where appropriate. This work shall include:

development of geospatial training materials; delivery of instructor-led geospatial webinars (whether virtually or on-site/in-person); and administrative tasks associated with the Geospatial Training SharePoint site, all in close consultation with GTAC federal trainers and managers. Labor estimates for the items in this section are summarized in Table 1.

2.1. Deliver Instructor-led GIS and Remote Sensing Webinars. The contractor shall schedule, prepare, and deliver at least 100 geospatial training, awareness, and lightning-talk webinars as approved by the COR.

2.1.1. Deliverable. The contractor shall deliver geospatial training and awareness webinars, administered training evaluation surveys, prepared individual training reports, and quarterly and annual status updates.

2.1.2. Performance Standard. Webinar training delivery receives favorable ratings from training evaluation surveys. Overall course and instructor ratings maintain an average rating above 3.5 over the course of each training season (evaluation scale ranges from 1 (poor) to 5 (excellent)).

2.2. Develop New GIS and Remote Sensing Course Material. The contractor shall design and develop instructor-led/webinar/self-paced geospatial training courses in consultation with the COR.

2.2.1. Deliverables. The contractor shall update current ArcGIS 10.X course catalog to

ArcGIS Pro along with training syllabus. Contractor shall obtain approval from the COR prior to creation of new training courses. The contractor shall create PowerPoint lecture materials and Microsoft Office exercise documents. The contractor shall write, create and produce “how to” video productions for geospatial software.

2.2.2. Performance Standard. Training materials are accessible on the Forest Service

Geospatial Training SharePoint site website by the fall 2023 deadline, are complete, accurate, clearly written, and grammatically correct, free from spelling and punctuation errors, and comply with established standards, including 508 standards.

2.3. Update and Maintain Existing GIS and Remote Sensing Training Materials. As technology advances, enterprise software solutions change or evolve, and existing content ages, the contractor shall maintain training and awareness courses to ensure existing content is relevant and functions properly. The contractor shall update and maintain existing instructor-led and self-paced training courses and convert instructor-led courses to self-paced tutorials to the recommended version of GIS or Remote Sensing software as directed by the COR.

2.3.1. Deliverable. The contractor shall ensure that revised training materials are accessible on the Forest Service Geospatial Training SharePoint site and will be available prior to planned training delivery. The contractor shall write, create and produce “how to” video productions for geospatial software.

2.3.2. Performance Standard. Training materials are accessible on the Forest Service

Geospatial Training SharePoint site by the fall 2023 deadline are complete, accurate, clearly written, and grammatically correct, free from spelling and punctuation errors, and comply with established standards, including 508 standards.

3. Geospatial User Support Activities. The activities described below are required to complete work associated with this task order:

3.1.1. Provide remote sensing services: The contractor shall advise on enterprise geospatial activities, assess data, troubleshoot, and inform end users about geospatial workflows on USFS licensed applications (e.g., ERDAS, ENVI, eCognition, Esri, Fusion, etc.). The contractor shall also trouble shoot issues with Data Center applications that may include issues with connections, printing and display issues. User support services include responding to questions and technical issues submitted by FS employees/contractors and cooperators to the Geospatial user support queue of the CHD, as well as, outside the realm of the CHD. The contractor shall track and log any outside requests into the Remedy on Demand (or current CIO) tracking and other systems. The contractor shall also develop and maintain image processing knowledge management documentation (e.g., software installation, configuration, licensing, and troubleshooting), report tracking of customer satisfaction through CHD and inform users of existing and new applications of remotely sensed data.

3.1.2. Provide GIS services: The contractor shall provide helpdesk services including assisting with software installation, configuration, licensing, and troubleshooting of mobile GIS and GPS applications (e.g., ArcGIS Pro, Pathfinder Office, TerraSync, Avenza, Xtools, Python etc.). In addition, staff will assist users with acquiring server system accounts (e.g., CITRIX, AGOL, Collector, Field Maps.). the contractor shall trouble shoot issues with Data Center applications that may include issues with connections, data corruption, printing and display issues. The contractor will advise on a variety of topics including data management, data dictionaries, data transfer, tile package creation, hardware options, and references to more information. This support and guidance will inform end users regarding appropriate standards, agency authorized workflows, and applications specific to the agency and applicable enterprise IT environments/platforms. User support services require responding to questions and technical issues submitted by FS employees/contractors to the Geospatial Helpdesk support queue of the Customer Help Desk (CHD) as well as from sources outside the CHD system. The contractor shall track and log any outside requests into the Remedy on Demand tracking system (or current CIO program).

3.1.2.1. Deliverable. Incidents are supported in a timely, professional manner and recorded in the CHD enterprise system or other approved incident log upon receipt. Monthly reports on initial response times, percent of incidents solved, and customer satisfaction will be prepared and evaluated.

3.1.2.2. Document creation.

Creation of “How to” videos. Videos will demonstrate how to perform specific tasks related to GIS and Remote Sensing.

Creation of “How to” documents. Microsoft word documents will demonstrate how to perform specific tasks related to GIS and Remote Sensing.

3.1.3. Helpdesk Queue Collaboration.

The contractor shall work with other queues within the CHD helpdesk system to facilitate operability of geospatial systems. Ongoing changes to enterprise systems resulting from new infrastructures, environments, and security protocols requires regular communication with server, database, network, Citrix, and other queues on which geospatial technologies are dependent. Changes to infrastructure result in symptoms within geospatial systems. These symptoms must be reported within 8 hours to ensure geospatial operations are restored as soon as possible.

4. Reporting Requirements. The contractor shall keep the Contracting Officer Representative

(COR) informed of task status and progress through regular correspondence and/or meetings.

Meeting records or notes and all reporting information collected or conducted by the contractor shall be archived in a designated network storage location for the project. The contractor shall also track progress/accomplishments and prepare monthly, quarterly, and annual status reports documenting performance measures achieved and major accomplishments. Additionally, the contractor shall keep the CO and COR informed of activity billed against this task order through written reports and meetings on a monthly or as necessary basis. Reports shall include hours worked to date and estimations of remaining hours on the task order. Report shall be delivered within 10 days of end of reporting period.

5. Place of Performance. The contractor shall perform the work under this task order virtually from a location approved by the COR.

6. Period of Performance. The period of performance will be from 28 July 2024 until 27 July

2025.

7. Government Property. GFP provided is in accordance with the basic contract.

8. Security. The Contractor shall ensure compliance with applicable security regulations and operations requirements for facility access and handling of information and materials. FS data and work environment is considered sensitive but unclassified.

The FS is required under the Homeland Security Presidential Directive (HSPD) 12 “Policy for a Common Identification Standard for Federal Employees and Contractors” to perform a National Agency Check with Inquiries (NACI) for contractor personnel. The NACI is a brief form of background investigation that is conducted through the Office of Personnel Management. This investigation will be conducted for contractor staff assigned to this contract. Contractor staff shall provide two (2) forms of acceptable identification, a current photograph, and be finger-printed. A current and successful clearance is required for a contractor employee to work under this contract.

For tasks dependent on access to the FS Network contract personnel shall be required to have FS network access. Contractors shall follow the “Person Model” process to obtain a Personal Identity Verification (PIV) known as LincPass. Allowance of approximately six (6) weeks should be anticipated for activation of a LincPass.

All contractor personnel shall complete initial and annual security awareness training to maintain their access to FS systems.

Upon termination of employment, the contractor shall take immediate possession of the terminated personnel’s LincPass and close or restrict access to all USDA or FS accounts. The LincPass of terminated or separated personnel shall be returned to the Government within three

(3) business days.

The contractor shall bear the cost of hiring qualified employees including labor time to perform interviews, the costs of background checks and security clearances, outside recruitment fees, the cost of job advertising, and initial and recurring training, etc.

9. Identification of Contractor Employees. All contractor personnel are required to identify themselves as contractors. Whether sending email or other written correspondence, attending meetings, answering government telephones, or working in other situations where their contractor status is not obvious to third parties, they must make their status known to avoid creating an impression that they are government employees.

10. Travel. Travel may be required and shall be in accordance with FAR Part 31.205-46 and the pricing arrangement utilized on the individual task order. When travel is required, the contractor shall employ the most economical and efficient means of travel, including number of hours for travel. Prior to incurring any travel expense on a cost reimbursable basis, the contractor shall obtain written authorization to travel from the Contracting Officer or Contracting Officer Representative (COR). The contractor shall provide justification for why travel is necessary and include travel dates, origin/destination, personnel traveling, and an estimate of total travel and labor cost, including supporting documentation. Reimbursement claims for expenses must be supported by valid receipts.

11. Quality Control. The contractor shall establish and maintain a comprehensive Quality Control

Plan (QCP). At a minimum, this plan will include:

A quality program that encourages innovations, efficiencies, and promotes the use of best practices for all functional areas of the contract, including program management.

Appropriate metrics and indicators leading to continuous process improvement and enhanced productivity.

A detailed description of the quality system procedures, including inspection and testing activities to verify that the specified requirements of the contract are met.

A description of any quality control software used. Contractor provided software shall be compatible with ESRI geospatial datasets and a working copy shall be provided to the Government, if requested.

Procedures for implementing corrective action in response to nonconforming services or deficiencies, including: the effective handling of customer complaints; investigation of the cause of non-conformities; determination of the corrective action; and application of controls to ensure corrective action is taken and that it is effective.

Procedures for implementing preventative action, including the uses of appropriate sources of information to detect, analyze and eliminate potential causes of non-conformities; determination of the steps needed to deal with any problems requiring preventative action; initiation of preventative action and controls to ensure that it is effective; and confirmation that relevant information on actions taken is submitted for management review.

Procedures for planning and implementing internal quality audits, as necessary per the nature of any given task order, verify whether quality activities and related results comply with planned arrangements and to determine the effectiveness of the quality system. Quality records shall be maintained to demonstrate conformance to specified requirements and the effective operation of a quality system.

Procedures for identifying the training needs and provide for the training of all personnel performing activities affecting quality. Personnel performing specific assigned tasks shall be qualified on the basis of appropriate education, training and/or experience, as required.

The Government will review and approve the contractor’s QCP.

The contractor shall ensure that the QCP is understood, implemented and maintained at all levels in the company organization.

The contractor shall review and participate as a Stakeholder in the surveillance process outlined in the Government’s Quality Assurance Surveillance Plan (QASP). The contractor shall ensure all employees working under this contract are familiar with the surveillance procedures in this document. The QASP is a living document that may be amended by the Government during the performance of this contract.