IT_Airwing_6_June_1300.xlsx
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- INL/A GLOBAL AVIATION INFORMATION TECHNOLOGY SERVICES Federal contract opportunity
- Solicitation number
- SAQMMA13R0393
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INL/A Global Aviation IT Statement of Requirements XLSX Format
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| sort | Line Item | New Line Item Number | Notes | Title | Information and Qualifications ( A & B) Major Requirement ( C-F) | Related Information | Estimated Quantity | Performance Standard | Annual Labor Hours | Flight Services | IT/Communications Services | Logistics Services | Maintenance Services | Program Management | Training | Safety Compliance | Expand Line Item? |
| GENERAL INFORMATION | GENERAL INFORMATION | ||||||||||||||||
| 1.A.1 | STATEMENT OF REQUIREMENTS | Statement of Requirements (SOR) Description: The SOR provided herein details requirements and tasks required to be performed by the contractor in order to achieve the program objectives. The contractor efforts are focused on achieving those specific objectives enumerated in the technical requirements and performance standards throughout the SOR. |
Performance standards are provided for each SOR line item that requires a service delivery by the Contractor. Metrics will be developed and provided in the Quality Assurance Plan. The contractor will remain flexible and responsive to changes in INL/A requirements and remain vigilant in the area of safety, personnel, and protection of property. Cost control, management control, and efficient use of resources are the cornerstone of best business operations.
1.A.1.a SOR Organization The SOR is organized into sections .
Section 1
• Provides for general program background and mission information.
Section 2
• Addresses management and administrative functions that the contractor must perform to ensure program requirements are met across the spectrum of the Global Aviation Program. The requirements of this section are crucial to proper program risk management and control of operations, safety and business functions.
Section 3
• Addresses key performance requirements and tasks necessary to efficiently perform, manage, and administer the centralized headquarters components of DOS Air Wing at Patrick Air Force Base, Florida. The CONUS HQ is vital to the program management and support of OCONUS operations and serves as a key training center and supply chain hub.
Section 4 -10
• Addresses key performance requirements unique to the OCONUS sites and not addressed in Section 2.
1.A.1.b SOR Modification This SOR provides the framework for the contractor and lays out the requirements, tasks, and performance standards required for success.
Requirement changes dictated by USG, process improvements, quality management, contract life-cycle management, and other systemic or programmatic changes will subsequently require changes to the SOR. These changes will be accomplished through modifications to the contract.
| 1.A.1.c | Indefinite Quantity Indefinite Delivery (IDIQ) | IDIQ contracts will be utilized in support of DOS Air Wing program objectives. These are usually in support of projects related to aircraft acquisition, aircraft leasing, retrofit , critical flight safety and other DoS contracts. Task orders may be issued to the PSO for additional tasks in accordance with Section G of the contract. PSO will monitor and report on these contracts, and all contracts under DOS Air Wing administration. |
| 1.A.1.d | Regulatory Guidance | The order of precedence for regulatory guidance will be in accordance with FAR 52.215-8; Order of precedence for requirements documents. (a) Agencies may select from existing requirements documents, modify or combine existing requirements documents, or create new requirements documents to meet agency needs, consistent with the following order of precedence: |
(1) Documents mandated for use by law.
(2) Performance-oriented documents
(3) Detailed design-oriented documents.
(4) Standards, specifications and related publications issued by the Government outside the Defense or Federal series for the non-repetitive acquisition of items.
| 1.A.2 | DOS AIR WING GLOBAL AVIATION PROGRAM | DOS AIR WING GLOBAL AVIATION PROGRAM |
| 1.A.2.a | Introduction | Introduction: The Bureau for International Narcotics and Law Enforcement Affairs, Office of Aviation (INL/A), interchangeably referred to as DoS Air Wing, provides aviation support for the eradication and interdiction of illicit drugs, training of contractor and host nation personnel, movement of personnel and equipment, reconnaissance, search and rescue, medical evacuation, and ferrying of aircraft. |
Operational missions may include but are not limited to: aerial eradication, manual eradication support, interdiction support, air assault, border security, external load, forward resupply, aerial transportation of personnel and cargo, Search and Rescue (SAR), SAR/MEDEVAC, disabled aircraft recovery, armed helicopter escort, maintenance test flights, aerial reconnaissance, surveillance and verification. Applicable missions are performed by contractor personnel at CONUS and OCONUS.
These operations are accomplished through multiple contracts, managed by the USG Program Office (INL/A), employing the Program Support Office (PSO) to plan, integrate, communicate, Deconflict, monitor and report on the associate Contractors who perform specialized services in the functional areas of flight operations, aircraft maintenance, logistical support, IT and communications, safety compliance, training support, acquisitions, and fleet-wide critical flight safety projects. In addition to specific goals and requirements relative to their contracted functional specialty and published standards of performance, each associate contractor on the DOS Air Wing program, including the PSO as integrator, is bound by the INL/A vision, mission, goals, and objectives in their respective contracts. Additionally, each contractor on the DOS Air Wing program is bound by an associate contractor agreement.
1.A.2.b Historical Information Historical Information: The Department of State Aviation Program, Air Wing, has been an instrument of national policy for over 30 years in drug producing countries. Aviation provides crucial mobility for reaching remote locations not accessible by other means due to poor road networks, security concerns and travel time. In many locations, the Department’s air assets provide the only means of medical evacuation, search and rescue and humanitarian support.
Historical Timeline:
• Program started in 1976 with eradication of poppy and marijuana in Mexico
• Conducted operations in Mexico, Colombia and Burma in the late 70’s
• First T-65 Turbo-Thrush procured in 1982
• Program expanded into South America in late 80’s
• Colombia expansion in mid-90’s
• Pakistan operations initiated in 2002
• Afghanistan operations initiated in 2005
• New operations in Guatemala began in 2008
• Support operations in Baghdad and Kabul in late 2009 •Operations in Honduras in 2012 •Nationalization of Bolivia in 2013 1.A.2.c INL/A Vision, Mission, Goals, and Objectives Ultimately, INL/A seeks to accomplish its vision, mission and goals:
Vision: Be the provider of aviation services for the Department of State. Provide safe, secure and flexible aviation support to manage the aviation needs of the Department.
Mission: Provide aviation management, expertise and resources to strengthen law enforcement, support counter-narcotics, counter-terrorism efforts and provide safe and efficient aviation support to meet all Department of State aviation requirements.
Goal 1: Human Capital - Recruit and retain a highly adaptable, technically competent and diverse workforce. This goal focuses on the need to improve recruitment and retention of Office of Aviation technical and management personnel.
Objective 1.1: Recruit and retain exceptional aviation professionals.
Objective 1.2: Train and support incumbent professionals.
Objective 1.3: Support our professionals’ need to balance work-life with home-life.
Goal 2: Aviation Support - Provide safe and professional aviation support, while providing the best value in aircraft and technical integration services. This goal focuses on improving platform performance and cost efficiency by reducing the overall age of the fleet and providing more capabilities and upgraded technology.
Objective 2.1: Improve platform performance, reliability and cost efficiency by reducing the overall age of the fleet and providing more capabilities and upgraded technology Objective 2.2: Strengthen responsiveness, and requirements analyses for current and future programs. Continuously evaluate the fleet to best meet safety, security, responsiveness, and reliability requirements.
Objective 2.3: Act as the airworthiness authority for all Department of State titled aircraft.
Goal 3: Responsiveness to Customers - Provide high quality aviation support that responds to customers’ needs -- aircraft operations, maintenance, logistics, acquisitions and technical integration, to include outsourcing. This goal focuses on improvement of service to INL/A customers by providing all aircraft operations, including integration of technology on INL/A platforms and charter aircraft.
Objective 3.1: Improve customer satisfaction in aviation services by evaluating requirements in providing cost effective and reliable aircraft.
Objective 3.2: Recognition as the sole provider for all aviation support requirements within the Department.
Objective 3.3: Support the QDDR intent of “Preventing and Responding to Crisis and Conflict”: by providing aviation services quickly and securely to move diplomats and support personnel to global hotspots on demand.
Goal 4: Strategic Plans- Review, assess and develop plans for current and future Department of State aviation needs. This goal focuses on developing the Departments aviation requirements based on current and forecasted diplomatic missions.
Objective 4.1: Develop plans to provide aviation systems to emerging global requirements Objective 4.2: Determine the “fleet modernization” way forward to meet current and future operational needs.
Objective 4.3: Develop contingency plans (Risk Management) for Department of State aviation missions.
| 1.A.2.d | Mission Environment | Mission Environment: The mission is performed in several overseas nations under conditions which may be permissive or non-permissive, and which can be austere. |
| 1.A.2.e | Rules of Engagement/Command Authority Environment | In most cases contractors fall under Chief of Mission (COM) authority and are required to follow all rules policies and procedures as established by resident RSO. In nearly all cases security is provided by COM, Host Nation Police or Military, or security forces contracted by same. Within that security arrangement the contractor is required to execute force protection program, not unlike the required, integral safety program. In cases where the arming of aircraft or personnel are required, the rules of engagement (ROE) will be established by presiding USG command authority. |
| 1.A.2.f (Fig. 1) | Acquisition Strategy | |
| 1.A.2.f (Fig. 2) | Acquisition Strategy | |
| 1.A.2.g | Mission Objectives: | Mission Objectives: INL/A is primarily responsible for supporting the U.S. Embassy Country Teams (generally through the INL- Post of each Embassy) in their effort to assist host nation governments in the eradication and interdiction of illicit crops as mandated in the Foreign Assistance Act of 1961. Other missions include border patrol and other security-related aviation activities. INL/A also supports the Embassy Country Team to instill these aviation capabilities within the host nation where applicable. In addition to foreign assistance support, INL/A also support passenger and cargo movement as required by post. |
| 1.A.2.h | Mission Requirements: | Mission Requirements: The contractor supports the INL/A SOR specific program objectives of: Provide effective program management: The government is interested in a best value approach that can provide all necessary services efficiently and safely. The Contractor will provide effective program management through strong leadership, effective communications, strong systems engineering and integration, and effective risk management. The Contractor will respond to contract requirements in a timely manner and provide solutions to contract requirements which controls cost and increases efficacy. Every facet of the program shall show continual improvement throughout the life of the contract. The Contractor will provide the USG all pertinent contract data that allows the USG to monitor contract performance. The Contractor will ensure that only qualified personnel are assigned in accordance with this contract. All other requirements of the Statement of Requirements (SOR) must be met. Provide a comprehensive safety program: The Contractor will provide a comprehensive safety program which includes aviation, ground, environmental, and occupational safety. The Contractor shall use and follow best industry practices and will comply with all relevant USG Safety Directives, including those specific to the Department of State. The Contractor will take necessary actions to restructure the existing INL/A Safety Program to comply with provisions of the ICAO and FAA developed Safety Management System (SMS). Provide effective and safe operations: The contractor will comply with the INL/A Directives, approved aircrew training program publications and operations materials. The contractor will be responsible for conducting and overseeing air operations to ensure aviation support missions outlined in the SOR for each country are accomplished successfully. The contractor is responsible for conducting operations within the allocated flight hours for each aircraft by country program. The contractor is responsible for the conduct of host nation training as outlined in the SOR and is responsible for identifying deficiencies and working with the U.S. Government and host-nation representatives to develop training programs to rectify any shortfalls. Where applicable, the goal is to transition all specified mission requirements to host-nation personnel at the earliest date possible. Due to the evolving nature of the mission, the contractor must remain flexible and be able to react to changing conditions quickly. |
| 1.A.2.i | Mission Environment: | Mission Environment: The mission is performed in several overseas nations under conditions that, at times, may be extremely hostile and very austere. The host nation provides, where applicable, command authority, rules of engagement, and air crews to include gunners on operational missions that include aerial armament sub-systems. At locations where crew members consist of contract personnel only, COM and INL/A rules of engagement are to be followed. Operations are currently performed in Central Florida, Colombia, Honduras, Peru, Pakistan, Afghanistan, Guatemala, and Iraq. |
| 1.A.2.j | Nationalization: | Nationalization: USG nationalization goals include reducing contractor presence in each applicable host nation over time. Since nationalization goals vary from country-to-country, specifics contractual requirements and goals shall be provided in each countries section of the SOR. Where applicable, the contractor will provide operations, standardization, training and safety oversight to ensure compliance with USG directives and the safe execution of the air support mission. The contractor will maintain record compliance in accordance with each country's requirements. |
| 1.A.2.k | Program management and safety | Program management and safety: The contractor will resource to meet program management requirements and goals. The contractor will provide a thorough understanding of the requirements and provide innovative technical and cost approaches to meet those requirements. INL/A encourages the Contractor to provide change proposals that promotes, increased contract efficacy, value, cost reductions, and safety. Safety must be foremost whenever conducting operations irrespective of the requirement or the threat environment. The contractor integrates all resources to achieve objectives and maintain the ability to deploy and adapt these resources to changing operational conditions. Due to the evolving nature of the mission, the contractor will be prepared to react to changing conditions quickly, with minimal impact to current operations. The contractor will be responsive to the requirements of the INL/A staff, the Embassy, and COM. Program management described in Section 2 is charged with ensuring personnel are focused on mission requirements, and customer satisfaction. |
| 1.A.3 | Associate Contracts | Associate Contracts |
| 1.A.3.a | Program Service Office | Single Point, Program Wide Integration, Coordination and Implementation; PSO contract to establish and maintain a core, executive and mid-level management capability to serve as direct interface between INL/A and all associate contract leads, program-wide, and at all sites. INL/A intent is to use PSO as single point of contact to issue day to day instructions and guidance to affected associate contracts on behalf of USG, to assist USG in contract oversight by monitoring and reporting, pursuant to the aviation mission and within scope of contract(s). |
| 1.A.3.b | Training | The INL/A contract for Training Support is intended to be separate from existing, steady-state training requirements held by the various associate contractors. Training support under this contract is limited to such training which is not germane to the other associate contractor requirements. Typically it will include training for USG personnel, and select HN personnel as required by US Embassy staff. In both cases, these are outside the parameters of training requirements contracted under the functional prime contractors in the DOS Air Wing program. Training services under this delivery method are normally by task order, and often IDIQ. Normal regimen includes, but is not limited to Initial Entry Rotary Wing (IERW) course, cockpit transition courses, and periodic pilot recertification. |
| 1.A.3.c | Safety Compliance | The Safety Compliance contract will provide a comprehensive safety program which includes aviation safety, FOD prevention, weapons and munitions safety, and occupational safety and industrial hygiene, including hazard communication. Comply with Department of State and other USG Directives for reporting and investigating injuries and incidents. Establish and maintain a safety program that complies with SMS requirements as required by ICAO, FAA, and ICAP. Track hazards and deficiencies, report aircraft accident facts, and assist with investigations. Track aircraft-related incidents relative to the number of hours flown. Track other safety incidents relative to man-hours worked. Establish and maintain a system to classify, evaluate, and track hazards during all phases of program and accident/incident investigations, and maintain a risk management file. The use of NTSB aircraft incident reporting criteria is explained in the INL/A Safety Directives. OSHA injury and illness rates are normally reported by Incident Rate Experience (IRE) as explained in OSHA Form 300. |
| 1.A.3.d | IT Services | The IT Services contract will provide Information Management (IM) support to contractor and Government personnel including seat management at various sites. Contract will provide for an enterprise-wide, web-based reporting system that provides information necessary to the successful management and execution of the contract. Provide an automated change request process to establish a prompt and efficient handling of all changes to INL/A infrastructure Per IT Policy 2140 Change Management Policy. Provide full life cycle management of information systems to include unclassified telecommunications, data processing, and computer systems. Comply with FISMA, FIPS, NIST, and applicable sections of FAM/FAH. |
| 1.A.3.e | Logistics Services | Logistics Services contract will provide all necessary logistics services to ensure that fully mission capable aircraft are available to perform the many varied tasks as required by INL (post) and other applicable embassy officials. The goal is to provide effective logistical support system that uses state-of-the-art business practices and streamlined processes that minimize infrastructure requirements in all fields of operation. Special focus shall be placed upon the sourcing of replacement parts for obsolete fleet aircraft. This contract may also provide for Facilities Maintenance, Janitorial, Fuel servicing and food services at some locations. |
| 1.A.3.f | Maintenance Services | The Maintenance Services contract will provide all necessary maintenance services to ensure that fully mission capable aircraft are available to perform the many varied tasks as required by INL (post) and other applicable embassy officials. The goal is to provide effective maintenance support system that uses state-of-the-art business practices and streamlined processes that minimize infrastructure requirements in all fields of operation. Special focus shall be placed upon the induction of new aircraft into the contract schedule. |
| 1.A.3.g | Flight Services | Operations activities include mission support, operational mission planning, operational mission execution, and post mission analysis for fixed-wing and rotary-wing aircraft operations. Approved operational missions may include but are not limited to: aerial eradication, manual eradication support, interdiction support, air assault, border security, external load, forward resupply, aerial transportation, Search and Rescue (SAR), medical evacuation (MEDEVAC), casualty evacuation (CASEVAC), disabled aircraft recovery, armed helicopter escort, maintenance test flights, aerial reconnaissance, surveillance and verification. Applicable missions are performed exclusively by contractor personnel at CONUS locations, Iraq, and Afghanistan. Missions are performed by a mix of contractor and host nation personnel in Colombia. Missions are performed exclusively by host nation personnel, with contractor technical assistance and oversight at all remaining OCONUS locations. Operations support consists of an aviation life support equipment (ALSE) program management, intelligence, force protection, operational mission planning, downed airmen activities (survival/evasion/escape procedures), and maintaining tactical communications. |
| 1.A.3.h | Critical Flight Safety | Provide program management of the long range (5 year) fleet maintenance schedules exclusive of routine maintenance in the functional pillar contracts. Refurbishment, rebuild and depot level maintenance and Service Life Extension Program (SLEP). |
| 1.A.3.i | Aircraft Acquisitions and Retro-Fit | Program management of various acquisition and maintenance contracts in support of INL/A exclusive of the functional pillar contracts. |
| 1.A.3.j | Other Supporting Contracts | Program management of various supporting contracts such as aircraft leasing, food service, guard service and other short term requirements that are contracted by INL/A exclusive of the functional pillar contracts. |
| 1.A.4 | Contingent and Exigent Operations | Contingent and Exigent Operations |
| 1.A.4.a | Contingency Operations | Contingency Operations: Using existing assets, provide mission capable and qualified crews. The contractor will, with a minimum notice, provide mission capable and qualified crews to deploy from existing sites to perform duties in other regions or countries within the region. These missions could last up to three months and will require logistical support to perform flight operations. These flight operations could consist of any aviation support missions as directed. |
| 1.A.4.b | Emergency/Humanitarian Operations | Emergency/Humanitarian Operations: The contractor will, with in one (1) hour of notification, provide qualified personnel to plan missions in support of natural disaster response, hurricane evacuations, humanitarian assistance, or other emergency operations as directed. |
| 1.A.4.c | Surge Operations | Surge Operations: Surge operations is defined as reaction to a COM directed operation throughout the country of assignment. Using existing assets, the contractor will provide mission capable and qualified crews for surge operations. |
| 1.A.5 | Nationalization | Program management of Nationalization projects required in some associate contracts, at some sites. Monitor and report on USG nationalization plans, goals and timelines. Track revised contract objectives and contractor projects to meet them. Since nationalization goals vary from country-to-country, specific contractual requirements are provided to each affected associate contractor on the DOS Air Wing program. |
| 1.A.6 | Enterprise Software Transition | Transition from INL Aviation Support Services legacy software solutions to Best-in-Breed applications to meet the Enterprise wide information and data needs. |
Responsibility for the initial development and implementation of the INL/A, Office of Aviation, Management Information System (MIS) will be assigned to the Maintenance Services organization. The mid- and high-level requirements for the MIS will be collected in advance and included in the Maintenance Services RFP. These requirements will include entries from the following organizations: Flight Operations, Logistic, Information Technology, Safety Compliance, Training, and Maintenance. These requirements will be provided to help determine the size and scope of the MIS development and implementation Task Order but should not be considered an all-inclusive list of requirements. The vendor selected and awarded the Maintenance Services contract will need to validate these requirements prior to MIS system development and to capture any missing mid- or low-level requirement not provided in the original RFP.
A ”Steering Committee” will be established and will be comprised of typically high-level government employees from each of the above-mentioned INL/A organizations. This Steering Committee will provide guidance to the MIS Project Manager including decisions and directions as the MIS system goes through the typical project life-cycle phases to include: planning, development, implementation, monitoring & controlling, and project close-out (or transition to O&M). The government’s ability to monitor and control the appropriate milestones and activities of the vendor’s MIS Project will be accomplished via Readiness Reviews and Control Gate meetings. These meetings will be used to discuss business case solutions (or application modules within the larger MIS solution), risk analysis, availability of resources and possible changes in requirements. These meetings will remain high-level and rarely, if ever, used to discuss the low-level details of the technical matters.
An “Integrate Project Team (IPT)” will also be established and will be comprised of working-level government employees from each of the above-mentioned INL/A organizations (i.e., functional areas) and non-government subject matter experts from the associated vendor contracts. This team will work together to identify and address MIS Project-related issues and may recommend possible solutions. This working-level IPT will establish an INL/A Control Board as a forum to approve or disapprove proposed systems changes. Members of the IPT that may also participate in lab testing of use case scenarios to help verify the functional requirements are met within the new MIS system. This will be especially critical during the User Acceptance Review and Deployment Readiness Review of the MIS Project implementation effort. In essence, the Maintenance Services contract awardee will be required to provide the “how to” of the MIS Project solutions and the IPT will help monitor and control the work via readiness reviews and control gates.
The work to replace the existing Air Wing Information System (AWIS) system with a new MIS system will be covered under a 2-year Task Order issued to the contractor awarded the Maintenance Services support effort. Once the implementation of the MIS Project is finalized and the existing AWIS application and hardware is decommissioned, the O&M services will transition to the vendor supporting the IT Services organization.
| 2.A | 2.A | General Requirements | General Requirements | |
| 2.A.1 | 2.A.1 | Introduction: Information Technology Services | INTRODUCTION: Information Technology Services: | |
| This section of the SOR addresses the specific requirements assigned to the Information Technology Office which must be performed to ensure the DoS Air Wing objectives are met program-wide at all sites. Hereafter, the term “program-wide” shall be understood to include all prime contracts and sub-contracts under the DOS Air Wing Global Aviation Program. The term “all sites” shall be understood to include every geographical location in which DoS Air Wing operates. | Y | |||
| 2.A.2 | SCOPE | SCOPE: INL/A requires contractor support services to aid the organization in providing Information Technology and Information Assurance efforts. Support Services under this contract will cover the period from date of award to the end of contract performance. Provide project management, project oversight and technical services for system problem resolution, system upgrades, system monitoring, operating system patches, system security management, system administration support, firewall maintenance, information assurance, desktop support and configuration management efforts as described in Section 2.C, Performance Requirements. There are multiple contractors (i.e., from more than one contract vehicle or company) supporting INL/A global, DOS, and other government agencies tasked to work on related activities. The IT support contractor will work with these contractors as required to satisfy INL/A requirements, goals, and objectives as efficiently and effectively as possible. This may include, but not limited to, sharing or coordinating information resulting from the work required by this SOR or previous government efforts, and/or working as a team to perform tasks in concert. | ||
| 2.A.3 | 2.A.3 | Introduction | Introduction: The Information Technology (IT) Office has the responsibilities to provide a wide array of IT support to INL/A’s programs worldwide. This government owned, contractor operated accredited system sensitive but unclassified (SBU) IT network enterprise, wide area network (WAN), and applications platform that combines tactical/satellite connectivity, network monitoring, and end-point protection to provide IT and communications to multiple locations throughout seven (7) countries. |
INL/A requires the full range of IT services in order to develop and deliver new products, support high employee productivity, develop, secure and maintain new IT systems, and design, deploy, and maintain the underlying infrastructure.
| Y | |||
| 2.A.5 | 2.A.4 | CORE SERVICES | CORE SERVICES |
• Internet
• Intranet
• Voice over IP (VoIP)
• Mobile computing
• Virtual Machines (VM)
• Application and Database hosting
• IT and Customer support
• Satellite (select locations)
• IT Security
• Cloud computing (may be a future requirement) in accordance with approved DOS standards
| The INL Office of Aviation, Information Management Division (INL/A/IM) provides IT services oversight. | Y | |||||||||||
| 2.A.6 | 2.A.5 | INL/A Sites | INL/A Sites | |||||||||
| Each site brings the full complement of IT services to users in the field, regardless of location. Each site will be capable of rapid deployment via aircraft as well as ground-based transportation. Once on site, network services will be provided via satellite or an approved local ISP to the teleport within hours providing the full complement of GINL Enterprise services. Terrestrial connectivity can be facilitated at sites where reliable local Internet Service Providers are available. | Y | |||||||||||
| 44 | 2.A.6 | Safeguarding Information | Information given to the Contractor during the life of this contract shall only be used for the purpose of carrying out the provisions of this contract. Agency information marked "For Official Use Only" or bearing other sensitivity markings shall be handled in accordance with Agency information security program regulations and shall not be divulged or disclosed without Agency permission. Requests for disclosure shall be addressed to the Contracting Officer Representative (COR). In conjunction with its relationship with the government, the contractor may have access to sensitive acquisition information, strategic planning documents and other information related to effort. The contractor is expressly prohibited from disclosing any privileged information to any person outside this contract or applicable USG personnel. All contractor personnel shall be required to sign a Nondisclosure Statement prior to access to being granted. No contractor Personally Identifiable Information (PII) or corporate specific information will be stored on the government network. | Y | Y | Y | Y | Y | Y | Y | ||
| 2.A.7 | Deliverables | All deliverables become property of the USG, and the contractor shall maintain no copies or drafts after contract termination. The results of any and all security countermeasures the contractor may design or develop under this contract shall become and remain the property of the USG and shall not be published or disclosed in any manner. The contractor must insure the accuracy and completeness of all deliverables in accordance with referenced policy, regulations, laws, and directives. Errors, misleading statements, and/or incomplete information discovered shall be considered defects and shall be subject to correction by the contractor at no additional costs to the government. | ||||||||||
| 2.B | Personnel Qualifications | Personnel Qualifications: Propose job descriptions for key personnel and all touch labor as part of proposals to be considered by USG. Consolidate these as a separate table or appendix for ease of reference and inclusion in the contract. Be responsible for obtaining all necessary licenses and certifications and for complying with all applicable Federal, State, and local laws. Maintain updated copies of any applicable licenses and certifications for all employees and make them available to the government upon request. |
Reference Job Qualifications Table; key duties/responsibilities; minimum acceptable qualification levels for each position by category for all directors, touch labor, and all personnel with secret clearance or higher. Table to be inclusive of all sections/locations in this SOR. (Definition of key personnel consistent across the board)
2.B.1 2.B.1 Key Personnel USG is will not specify minimum qualifications at this time. Key personnel include, but are not limited to those identified in sections 2.B. through 10.B of this SOR.
As part of proposal, submit a list of Key Personnel, the minimum required qualifications, the candidates qualifications, and any additional information requested by the USG to certify their acceptability.
Temporary incumbent lapses for vacation and business trips shall be no longer than 30 consecutive calendar days and no more than a total of 45 calendar days each year, unless approved by the USG.
During these temporary incumbent lapses, the Contractor shall provide a fully qualified replacement at Contractor expense. Temporary replacements shall meet minimum qualification requirements and can not hold more than one key personnel position at the same time. Failure to meet other contract requirements shall not be tied to compliance or non-compliance with this requirement.
The qualifications of replacement candidates shall meet or exceed the qualifications stated in the position description provided in the Contractor’s Technical Proposal.
INL/A must approve candidates designated in the contract as personnel prior to hiring. The Government reserves the right to disallow the hiring of any key personnel that the Government deems unqualified or objectionable for any reason.
The Government reserves the right to remove, at Contractor’s expense, any Contractor employee or other individual on-site, that the Government deems objectionable for any reason.
During the 6 month transition and first contract year the Contractor shall not replace or substitute any key personnel unless such changes are necessitated by an individual's sudden illness, death, termination of employment or circumstances which are beyond the Contractor's control, or if the USG invokes their right of removal.
During the performance of the contract, the Contractor shall notify the USG when it intends to remove or replace key personnel and provide the position description, statement of qualifications, current employment status, and letter of commitment of the proposed temporary substitutes or permanent replacements. The notification shall be submitted to the USG in writing at least 15 calendar days in advance of the intended hire date so the Government may review the proposed candidate’s qualifications. After such review, the USG will notify the Contractor whether the USG consents to the proposed substitute. Failure to provide personnel that meet qualifications will be subject to FAR 952.215-70 Key Personnel.
| 2.B.2 | Contractor Specified Key Personnel | In addition to the government designated Key Personnel above and specific to each country, the contractor will specify any additional Key Personnel (subject to the requirements of the Key Personnel in 2.B.1.). |
| 2.B.3 | Security Clearance Requirements | • US citizen contractor personnel must pass and posses a Moderate Risk Public Trust (MRPT) certification prior to hire. |
• Non-US citizen contractor personnel must pass and possess a US Embassy background investigation (BI) provided by the RSO from the US Embassy in their home nation.
• Key position contractor positions require a minimum SECRET security clearance by position number.
• All contractor personnel US citizen and non-US citizen, will follow all US Embassy Chief of Mission (CoM) rules, guidelines, policies and procedures at post.
• Comply with applicable portions of DoD Defense Security Services Directives (DSS Standards) and 41 CFR 102-33, 12 FAM 570-579 and NISPOM.
| 2.C | PERFORMANCE REQUIREMENTS COMMON TO ALL SITES | PERFORMANCE REQUIREMENTS COMMON TO ALL SITES | ||
| 2.C.1 | Administration of the INL/A Program Wide Integrated Software Solution. | Administration of the INL/A Program Wide Integrated Software Solution. | ||
| 2.C.1.a | Enterprise Software Administration | Provide administration of the implemented enterprise solution. | Administration includes, but is not limited to backups of databases, installation of software upgrades or patches, support to Certification and Accreditation process, user login, password resets, software training and reference material. | |
| 2.C.1.b | Enterprise User Authorization | Establish enterprise wide authorized user access and privilege configuration process to ensure control of access and privileges. | Establish and promulgate procedures throughout the enterprise for the authorization of users and privileges to be assigned. | |
| 2.C.2 | End User Support | End User Support | End user support includes but not limited to...first level support (Tier 1), helpdesk support, initial troubleshooting | (40) USG Personnel at PSD |
Up to (25) USG Personnel in COL Up to (1) USG Personnel in BOL Up to (4) USG Personnel in PER Up to (3) USG Personnel in PAK Up to (8) USG Personnel in AFG
(1) USG Personnel in GUA
(8) USG Personnel in IRQ
Up to 2000 associated contractor personnel and other users throughout the scope of all IT support related to this program.
| 51 | 2.C.2.a | Troubleshoot issues | Troubleshoot the issue and determine the cause of the problem | User workstations and/or accessories may go bad and will need to be replaced | monthly avg to be provided | Within 2 hours of opening of a service request< 1 hour = exceed > 1 but < 2 hours = Met > 2 hours = failed | Y | Y | Y | |
| 2.C.2.b | Replace failed hardware | Replace failed hardware | User workstations and/or accessories may go bad and will need to be replaced | monthly avg to be provided | Within 4 hours of opening of the service request< 2 hour = exceed > 2 but < 4 hours = Met > 4 hours = failed | Y | ||||
| 2.C.2.c | Reconfigure, re-install, or modify software | Reconfigured application, re-installed software, or modified software settings. | User workstations and/or accessories may go bad and will need to be replaced | monthly avg to be provided | Within 4 hours of opening of the service request < 2 hour = exceed > 2 but < 4 hours = Met > 4 hours = failed | Y | ||||
| 2.C.2.d | Enter service request into a ticketing system | Answer all phone calls, discus during a "walk-up", or read e-mail and enter service request details into a ticketing system | Users will need to contact a help desk via phone, "walk-up", or e-mail for support. The help desk personnel will need to open a ticket and record the relevant contact information and the details of the problem | monthly avg to be provided | Within 2 hours of opening of receiving an e-mail < 1 hour = exceed > 1 but < 2 hours = Met > 2 hours = failed | Y | ||||
| 2.C.2.e | Provide ticket number | Provide a ticket number to the user during the initial phone conversation or immediately after create a ticket from e-mail. | Users will need to contact a help desk via phone or e-mail for support. The help desk personnel will need to open a ticket and record the relevant contact information and the details of the problem | monthly avg to be provided | Within during a phone call requesting service > 96% hour = exceed > 90% - 95% = Met < 90% = failed | Y | ||||
| 2.C.2.f | Resolve problems on initial call | Attempt to resolve the problems via the initial phone call | Users will need to contact a help desk via phone or e-mail for support. The help desk personnel will need to open a ticket and record the relevant contact information and the details of the problem. Must provide a system to track the statistics of phone calls made to the Help Desk | monthly avg to be provided | During Initial Phone Call > 96% hour = exceed > 90% - 95% = Met < 90% = failed | Y | ||||
| 2.C.2.g | Answer all calls | Answer every call by support staff (not automated system) for support (7 x 24 x 365) | A system to record date and time of incoming phone calls will enable data collection for the purpose of generating statistics and provide reports of phone calls made to the Help Desk. These phone calls must be answered by a human in order to address critical situations that may arise in other time zones (i.e. Iraq, Afghanistan, etc.) | monthly avg to be provided | Every phone call < 1% dropped call = exceed, 1% but 5% hours = Met, > 5% = failed | Y | ||||
| 2.C.2.h | Confirmation before closing ticket | Receive e-mail or phone confirmation from the user that the problem has been resolved before closing a ticket | Must close service request tickets only when the customer problem has been resolved | monthly avg to be provided | Every service request > 98% users contacted = exceed, 95% to 98% users contacted = Met, >95% = failed | |||||
| 2.C.2.i | Resolution entered before closing ticket | Enter the resolution of the problem before closing the ticket | Must document the resolution for each service request | monthly avg to be provided | Every service request > 98% problems entered = exceed, 95% to 98% problems entered = Met, >95% = failed | |||||
| 2.C.2.j | Customer satisfaction survey | Send a customer satisfaction survey to the POC in each service request after closing the ticket. | Customer Satisfaction must be measured | monthly avg to be provided | Every service request > 98% surveys sent = exceed, 95% to 98% surveys = Met, >95% = failed | |||||
| 2.C.2.k | Notify end-users of potential changes | Notify end-users of potential changes to the network that may affect their operations. | Before affecting network or application changes, the end-users must be notified of the potential impact to their operations. A draft document will need to be created and provided to the government for approval or modification prior to sending to the end-users. | All changes affecting users (est. 10 per month) | Sending government approved text to end users before affecting change, >95% = exceed, 90% to 95% = met, <90% is failed | Y | ||||
| 2.C.3 | Operations Support | Operations Support | Operations support includes but not limited to…second level support (Tier 2), network monitoring, system access, general systems administration | |||||||
| 2.C.3.a | Maintain network availability | Maintain network availability of 98% for all networks | Continuous connectivity between sites through service provider circuits is paramount to continuity of operations. Monitoring of the network connections (Primary, alternate, and redundant paths) will ensure problems are found as quickly as possible so that these problems can be resolved as quickly as possible. Constant monitoring of connectivity (i.e. logical connections) and quality (i.e. latency) from the server room to the Internet and connections to remote locations. | 60 circuits | divide total minutes of all circuit outages per month by total minutes of all circuits in a month, < 2% = exceed, 2% = met, > 2% = failed | Y | ||||
| 2.C.3.b | Monitor circuits | Monitor circuits and create a service request ticket for circuit outages and for circuits with 20% degradation of circuit quality | Maintaining continuous connectivity between sites through service provider circuits is paramount to continuity of operations. Monitoring of the network connections (Primary, alternate, and redundant paths) will ensure problems are found as quickly as possible so that these problems can be resolved as quickly as possible. Constant monitoring (manually or automated via software tools) of connectivity (i.e. logical and physical connections) and quality (i.e. 20% increase in latency for over 15 minutes from average) from the server room to the Internet and onward to remote locations will ensure circuit failures and degradation is resolved as quickly as possible. | 60 circuits | Open a service request ticket within 30 minutes of failure or degradation of circuit quality < 90% within 30 minutes = failed, 90% to 95% within 30 minutes = Met, > 95% = exceed | Y | ||||
| 2.C.3.c | Test RDN kits | Test Rapid Deployment Node (RDN) kits to ensure 100% operations. | Rapid Deployment Nodes (RDN) kits are portable kits that include hardware (i.e. servers, switches, routers, security appliances, and power supplies). These kits are tested to ensure operational readiness. There are 12 kits that are in current operation in the field or in stock ready for deployment. | 1 kit tested and/or repaired per 90 days | Complete 100% functional testing of each RDN kit components before shipment to the field, 100% = met, <100% = failed | Y | ||||
| 2.C.3.d | Manage bandwidth | Manage the bandwidth utilization for all satellite circuits to remote locations (e.g. Afghanistan, Iraq, Pakistan, etc.) | The existing satellite circuits utilize bandwidth provisioned from a service provider. The bandwidth management must include accounting for all changes that affect (positively or negatively) the existing operations. Bandwidth management must ensure change do not saturate a specific circuit/path. If saturation is expected, then a new requirements document will need to be created and submitted to the government to request additional bandwidth from the service provider. | Monthly management of approximately 30 satellite circuits. | Deliver Bandwidth Utilization report monthly and ad-hoc upon request | Y | ||||
| 2.C.3.e | Provide role based user access | Provide user access to applications to government and contract employees in line with their duties. | The government and contract employees will need access to applications in support of their duties. The contractor must follow approved standard operating procedures and approved plan of actions to create accounts and configure the proper permissions within the applications to support new accounts. | Ten times per month (estimate) | Within 16 working-hours of requesting access to the system. < 4 hours = exceed, > 4 but < 16 hours = met, > 16 hours = failed | Y | ||||
| 2.C.3.f | Government employee administrator access. | Provide government employee administrator access to the application (if authorized in existing policy or SOPs). | The government has a requirement to monitor and control the work being performed by the contractor. The contractor must follow approved standard operating procedures and approved plan of actions. The government staff will require full time and permanent access to the service request ticketing system to generate standardized and ad-hoc reports. Additionally, government personnel will require access to databases to run user-defined queries and ad-hoc reports. Government access to services and applications (as approved by the COR) must completed within 1 business day. | Two times per month (estimate) | Within 8 working-hours of requesting access to the system. < 4 hours = exceed, > 4 but < 8 hours = met, > 8 hours = failed | Y | ||||
| 2.C.3.g | Locations of IT equipment | Maintain accurate Inventory database of locations of IT equipment | Inventory of all IT equipment is required per 14 FAM 416.2, Annual Physical Inventory. Items over $500 or items considered non-pilfer able (as determined by the government) will be tracked and managed. | ensure AQL determines accuracy. | Y | |||||
| 2.C.3.h | Annual physical inspection of equipment locations | Perform an annual physical inspection to verify/validate locations of all equipment in the IT Business Unit. | Inventory of all IT equipment is required per 14 FAM 416.2, Annual Physical Inventory. Items over $500 or items considered non-pilfer able (as determined by the government) will be tracked and managed. All IT equipment will be managed within an IT Business unit database. | ensure AQL determines accuracy. | Y | |||||
| 2.C.3.i | Non-pilferble IT device accountability | Implement a methodology for management and accountability for non-pilfer able IT devices. | IT Devices (e.g. cameras, cell phones, thumb-drives, laptops, and other portable media (e.g. iPad, Tablets, etc.) must be issued with and accountability tracked to the individual (e.g. hand receipt). Per FAR 52.245-1, Government Property, contract personnel are responsible for repayment of lost items. | Y |
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