Attachment 1 SAQMMA11R0001 Rev SOO.doc

Statement of Objectives (SOO)

IT support Services for the Bureau of

Solicitation No. SAQMMA11R0001

November 2010

PURPOSE

The purpose of this document is intended to define the current working environment associated with this solicitation request. As this document defines the general Statement of Objectives (SOO), the DS Appendixes 1-A through 1-E documents further detail the objectives of the solicitation in greater definition. Ensure that all (SOOs) within appendixes 1-A through 1-E are fully addressed with any proposal submissions.

1.0 BACKGROUND

The Bureau of Diplomatic Security (DS) within the U.S. Department of State (DoS) carries out a multi-program mission assigned by the Secretary of State and the Assistant Secretary of DS. The Office of the Chief Technology Officer (CTO) within DS provides the necessary support for the Bureau to collect, assimilate, and distribute the essential and timely information needed to support the DS mission of providing a secure environment for the conduct of American diplomacy and the promotion of American interests worldwide. The CTO has the responsibility to provide information technology to all divisions, offices, and components within DS. The goal of this requirement is to integrate and expand the information technology support services provided by the CTO in order to increase the effectiveness and efficiency in meeting critical mission support requirements.

This acquisition will support a number of functional areas within the CTO: 1) Operations, 2) Systems Integration, 3) Security Operations, and 4) Enterprise Application Support; application development services will be addressed under a defined task order following the award of this acquisition. These functional areas plan and coordinate the purchase, installation, operation, and maintenance of all IT equipment within the Bureau at all domestic locations. These areas also provide the Bureau with analysis, design, implementation, enhancement, and maintenance of network systems, as well as computer center operations and maintenance, IT training, and customer support to individual end-users within DS. Due to the Department’s Consolidation of IT Services, all Tier 1 Help Desk Services are outside of the scope of this acquisition. Tier 2 and 3 services remain in-scope for Bureau defined application services and other areas defined as out-of scope for IT Consolidation support. IT Consolidation support is provided by the Department’s Information Resource Management (IRM) Bureau.

1.1 Operational Descriptions

The Operations functional area is responsible for providing uninterrupted operation of IT systems to end-users within DS. The area manages servers, conducts network hardware and software support (installation, troubleshooting, and maintenance), performs data management (backup, archiving, and recovery), and provides a full spectrum of direct end-user support to accomplish its mission in areas outside of Tier 1 end-user support. End-user support ranges from installations and maintenance of workstations to training on Government-developed software packages.

Within the Operations area, the CTO Help Desk, located in the data center at State Annex 20 (SA-20), is the (Tier 2, 3) point of interaction between end-users within DS and the IT support infrastructure. Phone calls, email communications, and in-person visits are all accepted at the Help Desk, and span a full spectrum of customer requests from commercial software application needs to network connectivity issues. Customer requests from domestic offices, travelers, and overseas users are addressed 24 hours a day, seven (7) days a week, 365 days a year (24x7x365). As part of this support, trouble tickets are opened and tracked as requests and issues are processed through a resolution sequence. It should be noted that services such as workstation and peripheral installs on two of the Department’s major networks (OpenNet and ClassNet) are supported under IT Consolidation and NOT DS/CTO. Therefore installation services for DS managed networks are required, but limited to less than 1000 end user systems at this time.

The Systems Integration area is responsible for designing, implementing, and integrating client-server solutions for DS. The mission of this area also requires contractor capabilities for network engineering, and rapid prototyping of conceptual user environments. In addition, the Systems Integration area conducts configuration management, transition to operational training of Help Desk personnel, and end user problem resolution requiring high-level engineering skills. The area maintains a contractor staff with wide-ranging skill sets in order to accomplish its daily mission. Personnel requirements (number of staff and/or skill sets) within this area may change as new systems and technologies are implemented within DS.

The Security Operation area is responsible for ensuring confidentiality, integrity, and availability of DS Information Systems by enforcing 5 FAM and 12 FAM regulations along with Departmental security configuration guidelines. This area audits user account activity, performs certification of DS information systems, approves all logistical changes for secure compartmentalized information facility (SCIF) IT services, performs Information Systems Security Officer (ISSO) duties, and is the final authority for creation of user accounts.

An additional requirement of the acquisition spells out the Office of Foreign Missions (OFM) which exists to facilitate secure and efficient operations of U.S. missions abroad, and of foreign missions and international organizations in the United States. In doing so, OFM serves the interests of the American public, the American diplomatic community abroad, and the foreign diplomatic community residing in the United States by ensuring that all diplomatic benefits, privileges, and immunities are properly exercised in accordance with federal and international laws. As an office within the Bureau of Diplomatic Security, OFM also assists the DS Protective Liaison Division and the Foreign Missions Branch of the U.S. Secret Service to ensure the safety and security of the foreign missions and their personnel.

1.2 Current Operational Environment

To assist offerors in developing proposals, the DS CTO has provided a description of the current operational environment. However, it should be noted that the following descriptions are meant to offer a general representation of the DS network environment, not an exhaustive list. Please refer to Attachment A of this document for a more substantive list of hardware and software supported by the CTO.

Currently, DS has multiple circuits connecting the various annexes that comprise the DS Enterprise Network Infrastructure. Based at its 1801 North Lynn Street, Arlington, VA (SA-20) office, DS has a number of T3s, T1s, Frame Relays, VPN and Dial-up connections to the enterprise, which includes a number of Field Offices (see Attachment B) and other DS support locations. There are approximately 5, 500 workstations. There are also 1200 domestic laptops, some used in stand-alone mode and some connected to the Internet directly or via a cellular aircard, with approximately 2,000 laptop user accounts. The CTO provides DS end-users with commercial off-the-shelf (COTS) and government developed application support as well as access to applications developed by the law enforcement community. The CTO Help Desk provides end-user support to DS agents and DS support staff worldwide at the Tier 2 and 3 levels. ALL initial communications for IT Services are directed to one Department-level consolidated intake point operated by the IRM Bureau. Read more about the overall direction of IT Services published in the Department of State IT Strategic Plan Fiscal Years 2011- 2013 @ http://www.state.gov/documents/organization/147678.pdf and http://www.state.gov/m/irm/index.htm

DS has a mixed network operating system (NOS) environment: Microsoft Windows 2000/2003/2008 server, UNIX (Net Appliance) and Citrix platforms. These servers provide file and print sharing, database and web hosting, and specialized office automation applications. All Data Centers (SA-20, SA-14, SA-11, SA-24, and SA-7) have uninterrupted power supply (UPS) systems that include backup generators to provide for continuous operation. It should be noted that under the Department’s IT Consolidation efforts, ALL DS Data Centers are expected to be consolidated and managed at the Department level.

External communications consist of e-mail, World Wide Web (WWW), file transfer protocol (FTP), secure FTP and Telnet (TACACS) connections to the Internet through routers connected to the Unclassified (OpenNet Plus), the Classified (CLASSNET), SIPRNET and a number of SCI and law enforcement networks.

2.0 SCOPE

The contractor shall provide services consistent with the objectives outlined in:

· DS Appendix 1-A Cross Functional Services

· DS Appendix 1-B Service Center Services

· DS Appendix 1-C Data Network Services

· DS Appendix 1-D Data Center Services

· DS Appendix 1-E Distributed Computing Services

3.0 GOALS AND OBJECTIVES

The objectives of this acquisition directly support the mission and goals of the DS Bureau. The offeror is requested to develop a solution to satisfy the following DS/CTO objectives:

· Allow for future growth and implementation of new technology as it becomes available.

· Allow for future conversion of selected DS enterprise sub-systems to a High Availability Environment.

· Provide a reliable, survivable and secure network.

· Provide integrated, transparent network maintenance.

· Provide professional and responsive IT support to end-users within DS.

· Provide responsive IT management and maintenance of the DS enterprise.

· Provide documented lifecycle management for all Bureau supported products and Services.

· Provide Bureau level IT inventory management services consistent with enterprise level requirements to include accountability at consumable level, such as toner, media, hard drives and memory modules.

· Provide IT management services in support of IT availability, capacity and capability.

At a minimum, the contractor’s Performance Work Statement (PWS) shall address these operational requirements. It should be noted that the Government has described a minimum standard for acceptable performance or constraint in the implementation where it exists. In addition, the offeror is requested to submit proposed Service Level Agreements (SLAs) addressing the appropriate work categories defined in the aforementioned Appendixes.

3.1 Project Management

The contractor shall provide a project management framework and implement processes to support the Bureau requirements under this acquisition as defined below. Requirements specific to the contractor’s project management framework include:

Seamless phase-in of contractor personnel without interruption in IT support across the serviced Bureau;

Consistent and accurate reporting of performance to the the Government;

Effective management of contractor personnel to ensure a minimum of 90% staffing at all times;

Identifying, assessing, and mitigating Program risk(s);

Meeting all contract administration requirements;

Adequate implementation and management of subcontractor(s); and

Effective quality management in accordance with the offeror’s proposed quality control plan (QCP) and the government’s quality assurance surveillance plan (QASP).