Section C Document.docx

Section C - Description/Specifications

Scope of Work

FOR

INTEGRATED SERVICE CENTER 2.0

C.1 INTRODUCTION

The Office of Information and Technology (AIT) is responsible for providing Information Technology (IT) products and services within the Federal Aviation Administration (FAA). AIT provides the following types of enterprise IT support relevant to the Integrated Service Center (ISC) scope of work defined herein:

a. End-user services to meet the needs of FAA employees, contractors, and certain designated external stakeholders, to include providing end-user devices and peripherals.

b. Technical services and support for systems, applications, and local area networks (LAN) and wide area networks (WAN), to include providing network equipment.

c. IT training support.

d. Support for special projects.

Unless specified herein, AIT’s IT products and services are separate from IT products and services directly related to the National Airspace System (NAS).

C.1.1 Background

The FAA’s current IT environment is dynamic and changes as the FAA’s workforce composition changes, infrastructure is upgraded or eliminated, and the FAA’s technology needs evolve.

The approximate demographic and infrastructure information associated with the FAA’s current environment is summarized below. This is provided for informational purposes only and is not to be interpreted as a guarantee of the demographic or infrastructure to be supported for the entire period of performance.

a. End users:

(1) Approximately 60,000 end users geographically dispersed in approximately 1,000 FAA facilities worldwide (Exhibit C-001).

(2) Historically, the incident volume has consisted of approximately 50,000 incidents per month across 60 or more IT services or products.

b. External stakeholders:

(1) Approximately 1,800,000 external stakeholders, geographically dispersed around the world, who access or use FAA safety systems.

(2) Historically, the incident volume has accounted for approximately 5,000 incidents per month consisting of limited support, such as application password resets.

c. End-user, mobile, and backend infrastructure assets:

(1) 48,000+ laptops/desktops.

(2) 19,400+ mobile cellular devices including smartphones, tablets, MiFis, and Air Cards.

(3) 5,500+ network printers.

(4) 5,000+ desktop printers.

(5) 12,000+ network infrastructure components, including switches, routers, servers, and appliances.

The hardware infrastructure currently includes a mix of laptops/desktops (Exhibit C-002) and peripheral devices; these peripheral devices include network printers (Exhibit C-003), desktop printers, plotters, scanners, copiers, and facsimile devices from various manufacturers.

The FAA’s network infrastructure included both wired and wireless technologies.

The wired infrastructure consists of fiber-optics, and twisted-pair cabling, while the wireless infrastructure supports untethered connectivity. Together, these components provide the foundation for the FAA’s enterprise mission support network for access across all supported facilities.

Key network hardware components include servers, routers, switches, wireless controllers, wireless access points, Checkpoint firewalls, and uninterruptible power supply (UPS) devices (see Exhibit C-004)

The servers and network operating systems currently in use include VMWare, the Windows OS platform, Cisco IOS, and Checkpoint.

The current configuration of the FAA’s non-NAS network compromises of approximately 4,000 switches and routers deployed across more than 1,000 facilities located throughout all 50 states, Guam, and Puerto Rico. These devices are connected through a wide-area network (WAN) that is managed and supported by the FAA’s existing telecommunications infrastructure contractor, Harris Corporation. The services provided Harris Corporation are outside the scope of the ISC Contract.

The FAA’s current video teleconferencing (VTC) infrastructure is primarily based on Cisco. The FAA owns five Video Communication Servers to handle firewall traversal between the mission support network and the Internet, as well as FAA and Department of Transportation (DOT) infrastructures in Washington, DC. In addition, there is a recording server and two Cisco/Codian chassis. Across the country, there are approximately 800 hardware-based VTC endpoints. Of the 800, approximately 700 are Cisco and 100 are Polycom. While the endpoints are scattered across the country, the majority are clustered in Regional Offices, FAA Headquarters in Washington, DC, the William J. Hughes Technical Center (WJHTC), and the Mike Monroney Aeronautical Center (MMAC). In addition to hardware-based units, the FAA maintains Cisco Jabber and Polycom M100 software client licenses.

The FAA’s current mobile device footprint includes iOS devices (Exhibit C-023). The FAA is currently testing Windows mobile devices and may support other mobile technologies in the future.

The FAA uses approximately 12,000+ unique and titled versions of commercial off-the-shelf (COTS) software product versions spanning over 4 million installations.

The FAA has standard images for all FAA clients (Exhibit C-005).

The FAA’s office automation suite consists primarily of Microsoft Office, SharePoint, and EMS365.

The FAA has 1,050+ custom applications.

AIT currently uses ServiceNow for IT Service Management (ITSM) and to track incidents and service requests from inception to closure. ServiceNow is also used for additional services such as change management.

The FAA owns the end-user devices (e.g., laptops, desktops, and mobile technology), peripherals, and backend network infrastructure assets (e.g., servers, routers, and switches). Currently, FAA personnel manage these assets, and the FAA relies on support contractors to augment FAA staff. The mix of FAA and contractor personnel maximizes the broad range and quantity of skills needed to perform enterprise-level IT projects.

AIT’s current technology refresh (tech refresh) cycles (subject to budget and funding constraints) by asset type are:

a. End-user laptops are refreshed approximately every 4 years, representing a replacement rate of approximately 25% per year.

b. Mobile device refreshes vary by device type, with a tech refresh cycle of 18 to 36 months.

c. Network printers and shared use desktops do not undergo scheduled tech refreshes and are replaced as needed.

d. Infrastructure components are refreshed depending on asset type.

During the ISC Contract period of performance, the FAA expects to migrate services requiring certain data center, file server, and related devices to the FAA’s Cloud Services Contract. If and when such migrations to Cloud Services occur, the quantity of devices supported under the ISC Contract could diminish.

C.1.2 Purpose

The purpose of this requirement is to establish the ISC indefinite delivery/indefinite quantity (IDIQ) Contract (the “Contract” or the “ISC Contract”) to provide the FAA with enterprise-level IT support that:

a. Employs an industry-standard service delivery model,

b. Focuses on improving services,

c. Introduces new processes and strategies which leverage technology, and

d. Emphasizes remote support over on-site support.

The ISC encompasses:

a. An effective, efficient, single Service Center with 24x7x365 availability;

b. Lifecycle asset management (LCAM) and support for end-user, backend infrastructure, and mobile devices;

c. IT customer training; and

d. Support for special projects to accommodate non-standard, emerging, or evolving needs.

Under this Contract, the FAA is seeking to transform its traditional service delivery approach with a service delivery model that leverages the ISC to provide a one-stop shop for value-added, timely IT services and support.

C.1.3 Objective

The primary objective of this Contract is to improve FAA customer satisfaction as follows:

a. Improve the customer experience (the end-to-end journey) from incident/service request through resolution.

b. Improve existing IT processes and/or introduce new IT strategies that include, but are not limited to:

(1) Reducing the footprint in FAA facilities for housing IT equipment and support personnel.

(2) Reducing and integrating the touchpoints (number of hand-offs) between IT services.

(3) Better informing/updating the end user through user-preferred communication methods (phone, email, or chat) on expected incident resolution time.

(4) Migrating incident resolution to lower-cost channels while providing options that balance unique end user preferences for Helpdesk contact (phone, email, chat, or Self-service).

(5) Delivering IT services in a consistent and professional manner that is seamless and transparent to the end user.

c. Provide high-quality, user-focused technical support services to AIT and its internal customers and external stakeholders.

d. Implement an efficient and effective organizational structure that:

(1) Realigns resources from the traditional, dedicated, and geography-centric support structure to a model that emphasizes remote service delivery over on-site support.

(2) Emphasizes remote solutioning with the limited dispatch of technicians when incident resolution requires touch support or cannot be effectively accomplished via remote methods.

(3) Improves AIT’s organizational performance through enhanced end-user service, response time, and overall technology service delivery.

(4) Incorporates innovative and emerging technologies to improve mission performance as business requirements change.

(5) Improves Service Center data collection and reporting to support continuous improvement for AIT and FAA business needs.

C.2 SCOPE

The work described in this ISC 2.0 Performance Work Statement (PWS) is broad in scope, comprising enterprise IT support; program, project, and contract management; and ancillary services necessary and integral to the requisite IT services. Detailed requirements will be defined and specific demographic and infrastructure information related to the requirements will be identified in each task order PWS. The task order requirements will be within the scope of this ISC 2.0 PWS. The task order requirements may consist of some or all of the tasks described in this ISC 2.0 PWS, namely Service Center support; LCAM support for end-user, backend infrastructure, and mobile devices; IT customer training support; and special projects support.

The level of support required will expand and contract to support the FAA’s evolving enterprise IT needs, which may require changes to the infrastructure, operational environment, processes, procedures, tools, and techniques, as well as new and emerging technologies that could enhance FAA’s IT environment. Such changes may cause increases or decreases in the level of support required to meet the FAA’s needs.

The scope of the ISC 2.0 PWS includes support for all FAA worldwide facilities (Exhibit C-001), all FAA approved hardware and software, and all FAA end users (including FAA employees and contractors). There are approximately 2,900 end users at the MMAC who are not currently supported as part of this PWS but may fall within the scope of this PWS in the future. The size of the FAA customer base may increase or decrease under this Contract. The places of performance for each task order will be specified in the task order PWS. The FAA reserves the unilateral right to alter the list of performance locations under this IDIQ as changes occur in the location of FAA facilities. The ISC Contract scope encompasses requirements for travel, tools, and ancillary items necessary and incidental to the performance of task border work.

C.3 ENTERPRISE INFORMATION TECHNOLOGY SUPPORT REQUIREMENTS

For all identified tasks, the Contractor must:

a. Provide timely, seamless, and quality support.

b. Recommend new technologies and methodologies to integrate Contract services, improve performance, and continuously improve customer satisfaction.

c. Support the implementation of new technologies and methodologies determined by the FAA to be in the best interest of the FAA.

d. Follow industry best practices.

e. Adapt to the evolving FAA AIT environment and support modernization efforts.

f. Provide qualified personnel and related management, administration, equipment, tools, and facilities necessary to perform the work specified.

g. All Contractor personnel must, at a minimum, speak fluent English.

Specific work requirements for all identified tasks will be defined at the task order level. All assets managed under this Contract will be procured and owned by the FAA.

C.3.1 Task 1 – Program Management Support

The objective of this task is to provide overarching program and project management support to enable the FAA to meet its mission needs through timely, effective, and integrated performance across all ISC task orders comprising the ISC Program.

The Program Management Support task comprises activities that include, but are not limited to, the following general work requirements:

a. Provide program, project, and contract management support to ensure timely and effective performance across the ISC Contract and to satisfy ISC Contract and task order requirements. This includes, but is not limited to, planning, managing, monitoring, controlling, and directing work, risks, scope, schedule, budget, and quality; supervising Contractor personnel; and escalating problems with resolution recommendations to the Contracting Officer and Contracting Officer’s Representative (COR).

b. Provide technical leadership and staffing, to include, but not limited to, assigning program manager and key personnel responsible for providing the management, guidance, quality assurance, and oversight needed to ensure work performed meets task order requirements, performance standards, and overarching ISC Contract objectives. Manage the Contractor’s workforce to support ISC Program requirements and priorities in a timely and effective manner. Maintain the technical currency of the Contractor’s IT capability to support current and future FAA projects, and establish and maintain effective communication mechanisms to keep the FAA informed of the progress and status of Contract and task order activities.

c. Develop, implement, and maintain program-level management plans including, but not limited to, the Program Management Plan, Master Schedule, Quality Management System, Training Plan, Subcontractor Management Plan, Recommended Improvement Plan, IT Security Plan, and Continuity of Contract Performance Plan.

d. Support and participate in program oversight meetings which include, but are not limited to, Monthly Program Status and Performance Meetings and Quarterly Program Management Reviews. Prepare program reports, briefings, and other documentation necessary to review the status of program tasks, problems, risks, and other pertinent matters, and to assess performance across the ISC Program. Program reports include, but are not limited to, Monthly Status Reports, Monthly Financial Overview Reports, and inventory reports. Other program documentation includes, but is not limited to, presentations, deliverables, information related to Contractor performance, and IT service area information. Establish and maintain a program and contract management documentation library to securely store all program reports and documentation for the FAA’s efficient and effective retrieval.

e. Provide financial and administrative management support essential to managing the ISC Contract and meeting all task order requirements (e.g., travel management, personnel security, clerical, logistics, and asset management).

C.3.2 Task 2 – Service Center

The Service Center Division, MPS-300, provides centralized management and delivery of IT services across the FAA. MPS-300 serves as the primary interface between FAA users and the IT organization, ensuring the efficient fulfillment of service requests, management of incidents, and delivery of IT solutions in accordance with established policies and procedures.

The Division is responsible for the design, implementation, and maintenance of IT service processes, including incident and service request management, which are aligned with ITIL and FAA IT Service Management (ITSM) best practices. MPS-300 monitors service performance, identifies trends, and implements continuous improvement initiatives to enhance service quality and ensure compliance with Service Level Agreements (SLAs). The Division also coordinates closely with Executive Support (MPS-310), Service Management & Operations (MPS-320), Mission Focus Product Excellence (MPS-330), and other FAA stakeholders to ensure seamless service delivery and rapid resolution of technical issues affecting mission operations.

The Contractor must provide all resources, labor, tools, and processes necessary to ensure full operation of the IT Service Operations Division (MPS-300) and meet the performance standards listed in Exhibit B-003, Performance Requirement Summary and Calculations for Price Adjustment.

The Contractor must perform the following activities:

a. Support and participate in the planning efforts required to execute this Task Order.

b. Coordinate the Contractor’s efforts with those of other contractors and FAA stakeholders.

c. Operate the Service Center 24x7x365

d. Perform all Service Center operations specified in this Task Order using the FAA-provided ITSM platform (currently ServiceNow)’

e. The Contractor must maintain and update the Disaster Recovery (DR) and Continuity of Operations Plan (COOP) to ensure the availability of the Service Desk phone system and toll-free number.

f. The plan must include backup, redundancy, and restoration procedures for all Service Center data to ensure data security and 100% availability under all circumstances, including but not limited to disasters, cyberattacks, or other natural or man-made events that could result in data loss or service interruptions.

g. The COOP must specify how the Contractor will provide continuous support if the Service Desk phone system, toll-free number, or Service Desk site becomes unavailable due to a planned or unplanned outage.

(1) The Contractor must execute an annual COOP test to ensure full failover and uninterrupted operation of the Helpdesk/Service Desk phone system, network, and associated services. The test must be coordinated in advance and approved by the FAA Contracting Officer and COR.

(2) Upon completion of each COOP test, the Contractor must prepare a COOP Test Report documenting strengths, weaknesses/failures, and corrective actions required to remediate any identified issues. The report must also include all backup data related to the failover test, including pre- and post-test data validation.

(3) The Contractor must assist with DR testing as required by the ServiceNow Platform as a Service (PaaS)/Software as a Service (SaaS) vendor.

C.3.2.1 Service Management and Operations

Service Desk operations and administration services encompass all activities necessary to provide a stable Service Desk environment and to perform procedures effectively and efficiently, ensuring that IT services meet Service Level Agreement (SLA) targets and performance requirements.

The Service Desk provides a centralized, single point of contact (SPOC) to address incidents, inquiries, and service requests. Service Desk support includes, but is not limited to:

a. Remote support for all incidents, inquiries, and service requests related to in-scope hardware and software.

b. Facilitate ticket escalations for dispatch of service technicians and/or parts.

c. End-user training and support for other IT-related issues.

d. Facilitate the restoration of normal operational service with minimal business impact and within agreed-upon service levels and business priorities.

The Contractor must resolve all incidents within the scope of this PWS. For the purpose of this requirement, “resolved” is defined as:

a. Restoration of Service: The underlying issue has been corrected, and the affected system, application, or service is restored to normal operating conditions.

b. Workaround Provided (if applicable): If a full correction is not immediately possible, an effective workaround has been implemented that restores the user’s ability to perform required functions without material impact to mission or business operations.

c. User Verification: The end user (or requestor) has confirmed resolution, or the Contractor has documented at least three unsuccessful attempts via email, MS Teams, and phone call (assumed as one contact per day during business hours) to obtain user verification after implementing the fix/workaround.

d. Ticket Closure Documentation: The Service Desk ticket has been updated with a description of the resolution steps taken, date/time of resolution, and any follow-up actions required, then formally resolved in the ticketing system.

e. Escalation Compliance (if applicable): For tickets requiring vendor or third-party involvement, resolution is achieved once the issue has been coordinated and resolved per established escalation procedures, with confirmation provided to the FAA.

Service Desk Support Activities

The Contractor must perform the following tasks:

a. Maintain and provide a Service Desk Escalation Contact List for all services, including third parties such as vendors and service providers.

b. Issue broadcasts or other notices to end users providing status updates as required for planned and unplanned events.

c. Provide support for planned and unplanned critical events to ensure minimal disruption to operations.

d. Perform, manage, and support individual user software deployments required to resolve incidents, including system and office productivity software.

e. Identify solutions to minimize the need for end users to contact the Service Desk, including end-user training, self-service support opportunities, and root cause analysis.

f. Suggest improvements for integration between the ISC and other support groups and service centers, documenting recommendations in the Recommended Improvement Plan per the Program Management Support PWS.

g. Recommend changes to improve performance, reliability, meantime to repair, and security, documenting recommendations in the Recommended Improvement Plan per the Program Management Support PWS.

C.3.2.1.1 Single Point of Contact

The SPOC subtask comprises activities that include, but are not limited to, the following general work requirements:

a. Maintain/update the SPOC Standards and Procedures Manual to meet FAA requirements and adhere to FAA processes (Exhibits C-013 through C-016) and policies. The Contractor must include the following elements in the SPOC Standards and Procedures Manual, at a minimum:

(1) Recommended Service Desk Operations and Administration procedures.

(i) Number of documented procedures created.

(ii) Percentage of Service Desk operations covered by documented procedures.

(2) Recommended SPOC procedures.

(3) Recommended Service Request and Incident Management procedures, including:

(i) Procedures to receive and respond to FAA service requests in accordance with defined prioritization and resolution targets.

(ii) Escalation procedures and points of contact for all incidents, service requests, and other items (including out-of-scope contacts) that cannot be resolved by the Contractor.

(4) Recommended Infrastructure Security procedures.

(5) Recommended Knowledge Management procedures (consistent with IT Infrastructure Library (ITIL) and other best practices), including workflows and process steps, to ensure the Knowledge Management database is always current and complete based on solutions to resolved incidents.

(6) Recommended FAA Platform, currently ServiceNow, support procedures for use by all tool support technicians.

The Contractor must review and update the SPOC Standards and Procedures Manual at least quarterly, or as requested by the COR.

Update Requirement:

An update is only necessary if, during the review, the contractor identifies changes (e.g., outdated information, process changes, compliance updates) that require revision. If the review shows that everything is still accurate and relevant, then only the “Revision History” page requires updating.

Ad-hoc Updates:

If the COR (Contracting Officer’s Representative) specifically requests an update outside the quarterly cycle, the contractor must perform it, regardless of whether they see a need for changes.

a. Provide multiple communications channels for end users to contact the Service Desk, including voice, email, online portal, chat, and other alternative communication channels commonly used for Service Desk support. The communications channels must be approved by the FAA and periodically reviewed to assess effectiveness.

b. Maintain/update the phone system, which must be on an independent (non-FAA) network and must not impact on any FAA network connections nor require Government furnished equipment. The phone system must include Automated Call Distribution (ACD), an Interactive Voice Response (IVR) menu (per FAA guidance), and the following capabilities:

c. Support, maintain, and optimize the phone system utilized by customers when contacting the FAA Service Desk. The system must operate on an independent, non-FAA network and must not impact on any FAA network connections or require Government-furnished equipment. The phone system shall include full functionalities and capabilities of the Automated Call Distribution (ACD) and an Interactive Voice Response (IVR) menu in accordance with FAA guidance, and shall provide, but not limited to the following capabilities: Queue and hold time announcements

(1) Ability for the FAA to update front-end messaging as necessary,

(2) Ability for multiple messages to be recorded and enabled as necessary,

(3) Ability to play hold music when customers are waiting for calls to be answered,

(4) Ability for FAA personnel to access the Contractor’s IVR system to monitor activities and run reports. The Contractor must provide FAA personnel up to five concurrent logins to the IVR system within 60 days of Task Order Award and access to playback recorded calls within 5 days of request. The number of concurrent logins can change over the life of the task order at the direction of the COR.

(5) Ability to generate custom reports upon FAA requests, including an API connector within the ITSM tool.

(6) IVR menu capabilities (with FAA approval) which:

(i) Facilitate end-user notifications,

(ii) Allow end users to immediately exit the system and communicate with a Service Desk agent,

(iii) Allow end users to select the Call Back option and receive a call back from the Service Desk,

(iv) Allow end users to directly transfer to other Service Desks, and

(v) Are configured for proper call queueing for efficient handling of calls.

The Contractor must submit innovation and/or automation features, such as, but not limited to, intelligent voice automation, speech recognition, or speech-to-text solutions. All changes are at the FAA’s discretion and must be implemented only upon FAA approval.

d. Use the current FAA MyIT Service Center toll-free number (844-322-6948). The Contractor is responsible for all costs and activities related to transitioning, owning, managing, and maintaining the toll-free number throughout the performance period, to include all US locations (including Puerto Rico, US Virgin Islands, and Guam) and international locations wherever possible.

e. Ensure all Service Center calls are available for remote monitoring (whereby monitors are not required to be on site at the call center) by the FAA for quality assurance.

f. Ensure all standard and non-standard dialog, recordings, displays (e.g., web pages, pop-ups), scripts, voice-recorded greetings, and splash screens are approved by the FAA.

g. Serve as the SPOC for receiving, logging, tracking, escalating, resolving, and reporting incidents, inquiries, and service requests for all FAA end users and external stakeholders. There are approximately 3,000 end users at the Mike Monroney Aeronautical Center (MMAC) who are not currently supported as part of this PWS but may fall within the scope of this PWS in the future.

h. Provide ownership (e.g., logging, tracking, escalating, resolving, and reporting) of Service Desk incidents and service requests in accordance with the FAA’s Incident Management Process (see Exhibit C-013).

C.3.2.1.1 Surge Support The Contractor must provide surge support to the Service Desk to maintain all SLA’s, AQL’s, metric deliverables during periods of increased demand. Surge support may be required during, but not limited to, projects, system/application deployments, outages, degradation of service, ad-hoc events, or any other activity that results in elevated call volumes beyond normal operating thresholds. The Contractor must:

a. Handle Automatic Call Distribution (ACD) calls in accordance with Service Desk procedures.

b. Process Service Requests (SRs), ensuring accurate categorization, prioritization, and timely fulfillment.

c. Perform incident intake, troubleshooting, escalation, and resolution tracking consistent with Service Desk standards.

d. Use all government-approved IT Service Management (ITSM) tools, processes, and procedures.

e. Adhere to all defined Service Level Agreements (SLAs) and performance metrics, including response time, resolution time, first-call resolution, service request fulfillment timelines, and customer satisfaction targets.

f. Provide adequate staffing levels within agreed-upon timeframes when surge support is activated.

g. Document all surge activities, including ACD call handling, service requests, ticket management, and performance outcomes, and provide reports to the Government upon request.

h. Accurate and complete documentation of all incidents, service requests, and surge activities within the ITSM system.

i. Consistent adherence to escalation procedures to ensure issues are resolved at the appropriate tier. Seamless integration with Service Desk operations to maintain continuity of service and customer satisfaction.

C.3.2.1.3 Service Request and Incident Management

The objective of Service Request and Incident Management is to ensure all incidents, service requests, and related inquiries are logged, categorized, prioritized, managed, and resolved in a timely and consistent manner to minimize service disruption and maintain optimal IT service performance. The Contractor must provide end-to-end management of incidents and service requests, ensuring compliance with FAA-defined processes, performance metrics, and service level requirements.

This service includes all activities required to receive, log, triage, diagnose, resolve, and escalate incidents and service requests across all supported FAA environments. It encompasses coordination with FAA internal organizations, third-party vendors, and other contractors as required to restore normal service operations as quickly as possible while maintaining quality and user satisfaction.

The Contractor must perform, manage, and report all Service Request and Incident Management activities in accordance with FAA policies, procedures, and performance requirements. This includes seamless coordination between the Service Desk, other ITSM functions (Problem, Change, and Knowledge Management), and the Emergency Operations Center (EOC) during critical events or outages.

Incident and Service Request Management

a. Adhere to FAA processes and policies as defined in Exhibits C-013 through C-016, updated quarterly as part of the Service Center Documentation.

b. Ensure all contacts and interactions with FAA end users and stakeholders are documented in the FAA ITSM Platform (currently ServiceNow), regardless of the contact method (phone, email, chat, or portal).

c. Manage all contacts based on assigned priority rather than communication channel, in accordance with Exhibit B-003 (Performance Requirement Summary and Incident Categorization Table).

d. Log, categorize, prioritize, and document all incidents, inquiries, problems, and service requests in the FAA Platform.

(1) Use the FAA’s remote incident management tool to diagnose and resolve incidents and assist end users.

e. Diagnose, attempt resolution, and escalate incidents as needed to appropriate internal or external support resources following FAA escalation procedures.

f. Utilize FAA-approved remote management tools to assist with diagnosis and resolution.

g. Coordinate on-site support or hardware replacement through the ISC Depot or applicable task orders (e.g., Printer and Infrastructure Support).

h. Achieve first-call resolution as defined in Exhibit B-003.

i. Document all knowledge articles used in resolution and contribute new or updated articles to the Knowledge Management database.

j. Verify incident closure and user satisfaction prior to resolution.

k. Follow up on negative survey responses (ratings of 1, 2, or “not resolved”) with a root cause summary and action plan unless outside the Contractor’s control.

l. Issue closure notification and satisfaction surveys per FAA policy.

m. Recommend improvements quarterly to the Product and Service Catalog consistent with ITIL and industry’s best practices.

n. Develop, maintain, and support the online Product and MyIT Service Catalog in accordance with FAA processes and procedures.

(2) Identify issues related to the processing of service requests from the MyIT Service Catalog and make recommendations for corrective action, and apply lessons learned to avoid future issues.

(3) Process FAA requests in accordance with established MyIT Service Catalog Content Management procedures. Emergency requests, as designated by the FAA, require immediate processing upon notification. The Service Catalog must maintain comprehensive content without restrictions on quantity or type of items.

o. Submit new incidents and requests for IT Services to the Service Desk and other AIT and FAA support groups through the MyIT Service Catalog.

p. Search Knowledge Management database and access Self-service job aids and other knowledge documents.

Escalation and Coordination

a. Escalate incidents to personnel with appropriate skills, knowledge, and authority to resolve the issue promptly.

b. Coordinate with FAA internal teams, other contractors, and third-party providers to facilitate resolution.

c. Ensure full alignment and communication between Incident, Problem, and Knowledge Management processes.

d. Participate in the FAA Enterprise Change Management Board as directed and present incident-related changes as required.

e. Facilitate ticket escalations requiring Tech Dispatch onsite support, including but not limited to Printer Support (refer to PWS Section 3.2.1.3.1) and Infrastructure Support (refer to PWS Section 3.2.1.3.4). The Contractor shall ensure that each applicable incident, service catalog request, or problem record includes comprehensive work notes and justification detailing the reason for the Tech Dispatch engagement, actions taken, and resolution outcomes. This documentation must support traceability, accountability, and performance analysis for onsite service activities.

f. Coordinate with the ISC Depot to obtain warranty services or provide replacement equipment as necessary to restore service for incidents, service catalog requests, or problem records, as described in Service Center Support (PWS Section 3.2.1.3.1 below). The Contractor must ensure proactive coordination with the ISC Depot by promptly submitting required documentation, tracking the status of requests through completion, and providing regular progress updates within the FAA ITSM tool to ensure accurate records and minimize service disruption.

Monitoring and Reporting

a. Maintain and preserve all incidents and request data (all fields without exception) for the duration of the Task Order.

b. Monitor incident queues and performance metrics, notifying FAA personnel before SLA breaches or immediately upon breach.

c. Conduct and oversee Service Center outage processes, providing recommendations for continuous improvement.

d. Generate regular incident management reports, including:

(1) Volume and categorization trends

(2) SLA compliance

(3) First-contact resolution rates

(4) Root cause summaries and corrective actions

(5) Survey response analytics and improvement plans Emergency Operations Center (EOC) Coordination

a. The Contractor must provide seamless coordination between the Service Desk and the Emergency Operations Center (EOC) to provide timely communication, escalation, and technical support during outages or critical incidents. At a minimum, the Contractor must perform the following:

(1) Notify FAA leadership of all validated outages within 15 minutes of confirmation.

(2) Notifications must include the system(s) impacted, outage severity, initial scope of impact, and any immediate workarounds.

(3) Notifications must be delivered in accordance with the FAA leadership call tree to ensure appropriate and timely escalation.

(4) Provide a qualified technical resource to join the EOC bridge within 30 minutes of escalation to the EOC.

(5) The assigned resource(s) must actively support troubleshooting activities, share relevant technical updates, and relay critical findings back to the Service Desk for dissemination to stakeholders.

(6) Provide FAA leadership with status updates on active outages at a cadence aligned with severity level:

· Severity 1 (Critical): Every 30 minutes until resolution.

· Severity 2 (High): Every 60 minutes until resolution.

· Severity 3/4 (Moderate/Low): Every 2 hours or upon significant change in status.

· Updates must include current impact, ongoing remediation activities, estimated time to resolution (if known), and any mitigations in place.

(7) Maintain 24x7x365 Service Desk coverage to support outage identification, notification, and escalation(s)

(8) Ensure after-hours outages follow the same notification and escalation standards as normal business hours.

(9) Notify FAA leadership via the designated call tree for all Severity 1 and 2 outages occurring after hours.

(10) Provide FAA leadership with a written incident summary within 24 hours of resolution.

Reports must include root cause (if available), corrective actions taken, and recommendations to prevent recurrence.

C.3.2.1.3.1 End-User Support

The Contractor must provide end-user support in response to incidents and service requests, and inquiries, in accordance with Exhibit B-003, Performance Requirement Summary and Calculations for Price Adjustment, account administration, training, and related services to all FAA personnel and external stakeholders.

Hardware and Software Support

The Contractor must:

a. Provide troubleshooting, testing, validation, maintenance, and system repair for all in-scope FAA end-user devices and peripherals.

b. For laptop and desktop incidents that cannot be resolved remotely:

(1) Coordinate with ISC Depot for warranty services or replacement via ISC LCAM End-User Device Task Order.

(2) Ensure replacement devices for users outside continental United States (OCONUS) arrive as quickly as possible considering shipping constraints.

(3) Remotely repair devices where possible; otherwise, coordinate repair, replacement, and proper disposition of irreparable devices.

c. Provide support for Installs, Moves, Adds, and Changes (IMACs) for all in-scope devices, including hardware and software reinstallations, updates, and downloads.

d. For incidents requiring warranty services:

(4) Coordinate repair with the device manufacturer as necessary.

(5) Utilize FAA shipping services (currently GSA Advantage Delivery Services, funded outside the ISC Contract) to send devices for repair, if required.

(6) Alternatively, arrange for the manufacturer to perform warranty services at the Contractor’s facility.

e. Assist end users with FAA wireless connectivity where implemented.

Mobile Device Support

a. Provide troubleshooting, administration, and support for mobile devices and FAA-approved COTS applications.

b. Track lost or stolen devices, remotely wipe data, reset lockouts and passwords.

c. Coordinate with FAA MDM Tier 3 specialists and NWPO to resolve mobile device incidents.

d. Replace irreparable mobile devices in coordination with NWPO as needed.

e. Perform end-user device lifecycle administration, from deployment through decommissioning.

Data Backup and Recovery

a. Provide end-user data backup, storage, and recovery for break/fix or other issues using Government Furnished Equipment (GFE) as required.

b. Adhere to FAA data backup, security, and retention policies.

Offboarding Support

a. Coordinate return and shipment of FAA equipment for departing personnel to Contractor facilities or ISC Depot per LCAM End-User Device Support Task Order.

Account Administration

a. Manage account activation, modifications, terminations, password resets, remote access, email accounts, and user IDs in accordance with FAA policies.

b. Coordinate with other FAA IT specialists for account management.

c. Perform Active Directory group End-User Training and Guidance.

d. Provide end-user training on FAA-approved hardware, software, and COTS applications.

e. Guide end users requesting one-on-one mentoring through the ISC IT Customer Training Support Task Order.

f. Use FAA knowledge articles and guidance to train or advise users on custom FAA applications.

External User Support

a. Support external users with application access, login assistance, and password resets.

b. Maintain Active Directory accounts for external stakeholders.

c. Refer business-related inquiries to FAA subject matter experts.

Enterprise Security Software Support

a. Provide end-user support for FAA enterprise security software, including encryption and Zscaler application.

Remote Printer Support

a. Configure local printers and workstations, including, but not limited to, print drivers.

b. Document and submit requests for printers and consumables as requested.

c. Coordinate repair with the network printer vendor(s).

d. When incidents related to printers cannot be resolved remotely, facilitate ticket escalation for Tech Dispatch support through the separately issued ISC Special Projects Support Task Order for Tech Dispatch: Printer Support.

C.3.2.1.3.2 Executive Support

The Executive Support Team provides a centralized, Single Point of Contact (SPOC) Standards and Procedures Manual to address IT Support (e.g., Incident, Inquiries, and Service Requests, etc.). Executive Support includes, but is not limited to, the remote solutioning of all incidents including inquiries and services requests related to in-scope hardware and software, facilitating ticket escalations for dispatch of service technicians and/or parts, end-user training, supporting other IT- related issues, and facilitating the restoration of normal operational service with minimal business impact and within agreed-upon service levels and business priorities. The Contractor must resolve all incidents within the scope of this PWS and meet Priority Resolution targets as outlined in Attachment A.

In response to incidents and service requests, the Contractor must provide IT support for Executives as follows:

On-site and remote support for VIP+ and Level 1 VIP (VIP’s) Executives

a. Supporting approximately 21 VIP+ Executives located in FAA facilities in Washington, DC. The VIP+ Executives include (i) the FAA Administrator, (ii) the FAA Administrator staff, and (iii) others identified as VIPs in the IT Service Management (ITSM) tool. All contacts from these individuals will automatically be categorized as Priority 1 – Critical in the ITSM tool (refer to Attachment B).

(1) The Contractor must provide on-site support to VIP+ and Level 1 VIP Executives during FAA regular/core business hours (0600-1800 local time).

b. Support approximately 60 Level 1 VIP Executives located in FAA facilities in Washington, DC. The Level 1 VIP Executives are identified as VIPs in the ITSM tool, and all contacts from these individuals will automatically be categorized as Priority 1 – Critical in the ITSM tool (refer to Attachment B).

c. Coordinating with the FAA to validate the list of VIP+ and Level 1 VIP Executives every 6 months at a minimum as needed to reflect any changes, as the number and roles of VIP+ and Level 1 VIPs are subject to change during this Task Order’s period of performance. For purposes of measuring resolution performance, the priority level will be set at the time the incident or service request is created

d. When incidents cannot be resolved through support services, the Contractor must escalate incidents in a timely manner to personnel with the appropriate skills, knowledge, and resources to resolve the incident. This may involve referring the issue to Problem Management for root cause analysis and troubleshooting.

e. Support multiple communications channels for Executives to contact Executive Support, including walk-ups, voice, email, online portal, chat, and other alternative communication channels commonly used by FAA. The communications channels must be approved by the FAA and periodically reviewed to assess effectiveness.

f. Review, update, maintain, and submit for FAA review Executive Support documentation (e.g., plans, procedures, manuals). Within 48 hours of FAA approval, post all documents to a repository or equivalent location (to be approved by the FAA) which is accessible by AIT, the Contracting Officer, COR, and ISC Program Manager.

g. Maintain and provide an Executive Support escalation Contact list(s) for all services (including third parties, such as vendors and service providers).

h. Troubleshooting, testing and validation, maintenance, and system diagnosis and repair services. For all Executives, when the Contractor determines that incidents related to laptops and desktops cannot be resolved, the Contractor must:

(1) Coordinate with the ISC Depot to obtain warranty services or provide a replacement for restoration incidents (via the ISC Lifecycle Asset Management (LCAM) End-User Device Task Order).

(2) As required for devices that cannot be repaired, coordinate with the ISC Depot to obtain warranty services, or provide a replacement for restoration incidents and coordinate proper disposition of the irreparable device (via the ISC LCAM End-User Device Task Order).

(3) Support hardware and software Installs/Moves/Adds/Changes, reinstallations, updates, and downloads for in-scope FAA devices.

(4) Assist end users in securing wireless and/or LAN network connectivity in locations where FAA wireless has been implemented.

i. Provide basic troubleshooting and support for mobile devices and commercial off-the-shelf (COTS) mobile device applications and provide troubleshooting and administration of FAA mobile device applications. This includes, but is not limited to, registering mobile devices, responding to theft/loss by tracking devices and/or remotely wiping data, and resetting lockouts and passwords.

(1) Coordinate with FAA Mobile Device Management (MDM) specialists (Tier 3) and the FAA’s National Wireless Program Office (NWPO) as needed to appropriately respond to and resolve incidents related to mobile devices and services. If a mobile device is determined to be irreparable, assist the end user in coordinating with the NWPO to obtain a replacement mobile device as appropriate.

(2) Perform end-user administration throughout the device lifecycle, from initial deployment (end-user account creation) through device decommissioning, as applicable.

j. Provide Executive training and guidance to address inquiries on the features, functions, and usage of in-scope hardware and software.

(1) Provide Executive training on the use of the hardware and software identified in ISC 2.0 Contract PWS Section C.1.1, which includes Microsoft Office and other COTS products.

(i) If an Executive requires additional guidance or training in enterprise COTS software and hardware to address their needs, guide the Executive on the process to request a one-on-one mentoring session, which will be provided via the ISC IT Customer Training Support Task Order.

(2) Use FAA-provided knowledge articles and FAA guidance/information to train or guide Executives on how to use custom FAA applications.

k. Provide printer support and troubleshooting on-site support for Executives, which may include, but is not limited to:

(1) Configuring printers and workstations, including, but not limited to print driver, software, and firmware updates.

(2) Restarting network print queues.

(3) Performing Internet Protocol (IP) address changes.

(4) Documenting and submitting requests for printers and consumables as needed to resolve incidents.

(5) Using network print management software (where implemented) to manage (e.g., add, remove, configure) and monitor printers.

(6) Coordinating repair with the network printer vendor(s).

(7) Coordinating with PrintLogic POCs for issues related to network printers in AOA/ADA/Executive Secretariat suites and the Aerospace Safety Intelligence Center (ASIC) room.

l. Provide conference room support at FAA HQ including support for FAVES DTEN equipment.

m. Ensure that responses to contacts of any type are treated as priority, rather than the method used to contact the MyIT Service Desk (e.g., phone, email, online portal, chat).

n. Document the knowledge article(s) used for incident resolution in each incident record. Document solutions to resolved incidents in the Knowledge Management database. Document the resolutions with the incident ticket in ServiceNow and the Evening Report.

o. Adhere to Business Casual dress code attire unless otherwise requested by an authorized Government POC.

p. Provide on-demand support on weekends and after core hours for mission critical support, as outlined above, and as directed by the Government POC. The Contractor must follow the approved Knowledge Base Article (KBA) for the on-demand, weekend support.

q. When support availability is limited due to unforeseen circumstances or unplanned/planned absences, the Contractor must provide back-up availability through escalation using the separately issued ISC Special Projects Support Task Order for Tech Dispatch.

C.3.2.1.3.3 Infrastructure Security Services

The Contractor must provide infrastructure security services encompassing the protection of IT…