SAQMMA11R0001 Att 1 Statement of Objectives SOO.pdf

Statement of Objectives (SOO) IT support Services for the Bureau of

Diplomatic Security

September 2010

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 bureaus within DS. The goal of this requirement is to integrate 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 four branches within the CTO: 1) Operations, 2) Systems Integration, 3) Security Operations, and 4) the Office of Foreign Missions. These four branches plan and coodinate the purchase, installation, operation, and maintenance of all IT equipment with the Bureau at all domestic and selected overseas locations. These branches 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.

1.1 Operational Descriptions

The Operations Branch is responsible for providing uninterrupted operation of IT systems to end-users within DS. The Branch 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. End-user support ranges from installations and mainenance of workstations to training on Government-developed software packages.

Within the Operations Branch, the CTO Help Desk, located in the data center at State Annex 20 (SA-20), is the primary 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.

The Systems Integration Branch is responsible for designing, implementing, and integrating client-server solutions for DS. The mission of this Branch also requires contractor capabilities for web development, network engineering, and rapid prototyping of conceptual user environments. In addition, the Systems Integration Branch conducts configuration management, training of Help Desk personnel, and end user problem resolution requireing high-level engineering skills. The Branch 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) with this Branch may change as new systems and technologies are implemented with

DS.

The Security Operation Branch 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 division audits user account activity, conducts all logistical coordination for secure compartmentalized information facility (SCIF) IT services and is the final authority for creation of user accounts.

The Office of Foreign Missions (OFM) 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. within the CTO office and the DS Bureau.

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, Fram 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 4,000 workstations and 600 domestic laptops and 250 overseas laptops, some in stand-alone mode and some connected by dial up with approximately 2,000 user accounts in the unclassified domain. The CTO provides DS end-users with commercial 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.

DS has a mixed network operating system (NOS) environment: Microsoft NT4.0 server, Microsoft Windows 2000/2003 server, Blackberry, 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 uniterrupted power supply (UPS) systems that include backup generators to provide for continuous operation.

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), SIPERNET and a number of SCI and law enforcement networks.

2.0 SCOPE

The contractor shall:

Provide integrated IT support services, which includes, but is not limited to, end-user IT support, network infrastructure support and network security management services, to the four aforementioned DS/CTO Branches;

Administer and maintain unclassified / classified / Open Net Plus, SIPERNET, SCI, Admin, Dial-up and “Law Enforcement” networks;

Support DS Customer Service activities associated with network issues and workstation hardware, software and peripherals;

Evaluate and support future CTO IT programs and initiatives;

\Provide a project management framework and implemnet corresponnding processes that support project planning, contractor personnel management, and performance reviews; and

Maintain appropriate site and personnel security clearances necessary to suppor the DS enterprise.

In addition, the contractor may be tasked to perform special studies under this contract in support of DS IT programs. These studies will be imnplemented through the issuance of technical intstructions (TIs) to the contractor.

3.0 GOALS AND OBJECTIVES

The objectives of this acquisition directly support the mission and goals of the DS CTO. 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 becomers 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 respnosive IT support to end-users within DS.

Provide responsive IT management and maintenance of the DS enterprise.

Listed below are contract requirements, divided into the categories of project mangement, Operations Branch, Systems Integration Branch, and Security Operations Branch. 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 below.

3.1 Project Management

The contractor shall provide a project managemnet framework and implement processes to support the CTO branch requirements outlined 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 CTO Branches;

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 mintigating Program risk(s);

Meeting all contract adminsitrtatino requirements;

Adequate implementatino and mangement of subcontractor(s); and

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

A significant contstraint on the contractor’s Project Management framwork is that transfer of contractor personnel between CTO Branches must have prior approval of the Government.

This provision, in effect, prevents the contractor from unilaterally setting priorities within the CTO and performing an inherently Governmental function.

3.2 Operations Branch

The contractor shall provide integrated IT services that support the Operations Branch of DS/CTO and all end-users of IT equipment within DS.

Work Area (Operations)

Constraints or Minimum Acceptable Performance

Server Administration and Maintenance Create and manage all user accounts across all networks

Maintain and manage the electronic mail systems that support DS

Conduct Lifecycle Software Management of network software to include installation of patches

Administer the DS firewall

Manage DS remote access systems to include dial-up and network VPN access

Conduct real time monitoring of network performance and usage

Hardware Support Procure computer hardware and softwaer to support the DS/CTO mission

All procurement activities shall be conducted through DOS acquisition channels and approved by the Government. The Contractor shall be responsible for processing and submitting requisitions, and receiving and distributing or installing needed products.

Configure network hardware to maximize performance of the system

Maintain network components as necessary to ensure optimum reliability

Install network devices and hardware, including (but not limited to) servers, switches, routers, required cabling, and other peripherals that directly support the network infrastructure

Maintain accountability of all DS/CTO IT equipment

Data Management Archive and hand-off data to third party contractor for off-site storage

Back up data regularly and recover systems in the event of a system or sub-system crash

System recovery within 2 hours of crash during business hours (EST) and within 4 hours all other times

Conduct migrations of user and system data

Direct End-User Support Image workstations to baseline configuration

Provide general support for video teleconferencing systems, to include operation and maintenance

To be established in SLA

Provide general Audio/Visual support for To be established in SLA meetings, presentations, and other events

Provide general customer support for Desktop systems, including hardware installations, configuration, upgrades, troubleshooting

To be established in SLA

Provide general customer support for Laptops, wit the same functions as provided for desktops

To be established in SLA

Provide general support for end-user software applications, to include installation, configuration, installation of patches and troubleshooting

To be established in SLA

Provide maintenance, installation, configuration, and troublshooting for customer peripherals

To be established in SLA

Operate DS/CTO help desk 24x7x365 To be established in SLA

Perform trouble ticket management and tracking

To be established in SLA. Contractor is constrained to using Universal Trouble Ticket (UTT)*

* UTT is the centralized ticketing system, based on Remedy, currently used by DoS Information Resources Management (IRM)

3.3 Systems Integration Branch

The contractor shall provide technical expertise and support to the DS Systems Integration Branch. Responsibilities shall include new systems design and engineering, systems implementation, and systems integration.

Work Area (Systems Integration)

Network Systems Design and Engineering Design new client/server solutions to meet DS needs

Refer to Attachment A for current operational constraints

Design and implement future DS network systems

Optimize subnets for high-bandwidth applications

Refer to Attachment A for current operational constraints

Design and implement retrofits for existing systems

Refer to Attachment A for current operational constraints

Software Engineering Rapid deployment and prototyping of Refer to Attachment A for current network tools and utilities operational constraints

Rapid deployment and prototyping of user interfaces and conceptual user environments

Refer to Attachment A for current operational constraints

Modification of commercial and government software packages to support DS needs

Implementation Testing of new or proposed network systems

Installation of system-wide retrofits and upgrades, including all hardware and software components

Includes locations off-site from SA- 20 (See Attachment B)

Training of Operations Branch personnel on new Systems

Training standards must match to the to-be-developed CTO Help Desk

SLA

Technical documentation of efforts on new or existing systems

Systems Integration Metrics management and real-time monitoring of systems performance

Configuration management

Develop standards and SOPs for network administrators and users

Resolution of user problems requiring software engineering or LAN/WAN engineering expertise

Ensure the compatibility of the DS enterprise wit other organizations, within both DoS and the Federal Government as a whole

Staff and maintain the patch management lab, perform patch testing, and create test environments to support system integration efforts

Perform software updates of network applications

3.4 Security Operations Branch

The contractor shall support the efforts of the Security Operations Branch in ensuring information security and confidentiality of IT systems within DS.

Work Area (Security Operations)

Security Management Analysis of enterprise vulnerabilities

Monitoring of network for security breaches and unauthorized activity

Review of audit logs

COMSEC management Contractor personnel shall act as alternate COMSEC custodians

Enterprise anti-virus and anti-spyware management

Support CTI Physical Security efforts

Validation of User Account access requests

Assist in security evaluation

3.5 Office of Foreign Missions

The contractor shall provide integrated IT services that support the Office of Foreign Missions and all end-users of IT equipment within DS.

Work Area (Operations)

Server Administration and Maintenance Create and manage all user accounts across all networks

Maintain and manage the electronic mail systems that support DS

Conduct Lifecycle Software Management of network software to include installation of patches

Administer the DS firewall

Manage DS remote access systems to include dial-up and network VPN access

Conduct real time monitoring of network performance and usage

Hardware Support

Procure computer hardware and softwaer to support the DS/CTO mission

All procurement activities shall be conducted through DOS acquisition channels and approved by the Government. The Contractor shall be responsible for processing and submitting requisitions, and receiving and distributing or installing needed products.

Configure network hardware to maximize performance of the system

Maintain network components as necessary to ensure optimum reliability

Install network devices and hardware, including (but not limited to) servers, switches, routers, required cabling, and other peripherals that directly support the network infrastructure

Maintain accountability of all DS/CTO IT equipment

Data Management Archive and hand-off data to third party contractor for off-site storage

Back up data regularly and recover systems in the event of a system or sub-system crash

System recovery within 2 hours of crash during business hours (EST) and within 4 hours all other times

Conduct migrations of user and system data

Direct End-User Support Image workstations to baseline configuration

Provide general support for video teleconferencing systems, to include operation and maintenance

To be established in SLA

Provide general Audio/Visual support for meetings, presentations, and other events

To be established in SLA

Provide general customer support for Desktop systems, including hardware installations, configuration, upgrades, troubleshooting

To be established in SLA

Provide general customer support for Laptops, wit the same functions as provided for desktops

To be established in SLA

Provide general support for end-user To be established in SLA software applications, to include installation, configuration, installation of patches and troubleshooting

Provide maintenance, installation, configuration, and troublshooting for customer peripherals

To be established in SLA

Operate DS/CTO help desk 24x7x365 To be established in SLA

Perform trouble ticket management and tracking

To be established in SLA. Contractor is constrained to using Universal Trouble Ticket (UTT)*