SETA Pro Spt Services_AFOSI PWS_DRAFT_04APR2025.docx

Attachment 1

FA5000‐XX-X-XXXX

CUI FA7014‐25-X-XXXX

PERFORMANCE WORK STATEMENT

FOR

SYSTEMS ENGINEERING AND TECHNICAL ADVISORY (SETA)

PROFESSIONAL SUPPORT SERVICES

AT

QUANTICO MCB, VA

3 APRIL 2025 – DRAFT

Table of Contents

2.1 AFOSI Cyber Support

2.2 AFOSI Mission & Enterprise Management

2.3 AFOSI Information Technology Service Desk

2.4 AFOSI Application Management & Development Support

SECTION I

1.0 DESCRIPTION OF SERVICES

1.1 General. The Air Force Office of Special Investigations (AFOSI) needs specialized technical support to enhance its ability to investigate and prevent criminal and foreign malicious activity, as well as protect Department of the Air Force resources and personnel. The growing complexity of modern threats and rapid advancements in technology have created a pressing need for expert technical assistance to help AFOSI achieve its mission. To address this need, AFOSI requires a range of technical support services, including research, development, test & evaluation; program integration; strategy, budget and policy development or integration; systems engineering, technical advisory, as well as compliance and analysis support. These services will bolster investigative capabilities, improve operational efficiency, and enable the effective management and deployment of advanced technologies, ultimately allowing AFOSI to support the Department of the Air Force's and Department of Defense strategic objectives, including developing a more agile and responsive force, enhancing cybersecurity capabilities, and improving overall mission performance. Specifically, these services will focus on cyber operations and investigations. Ultimately, this acquisition is crucial to ensuring AFOSI's success in executing its mission and supporting the Air Force as it evolves its ability to increase awareness, protect critical equities and project capabilities worldwide.

1.1.1 The Contractor shall ensure Contractor personnel act to fully integrate into AFOSI creating a seamless Government-Contractor team. The Contractor shall manage contractor personnel. The Contractor shall interface and perform technical and programmatic liaison support across AFOSI and its partner agencies. The Contractor shall provide technical analyses for trade studies and capability assessments, as well as evaluation tools and support to field demonstrations. Additional tasks involve tracking and documenting performance, conducting vendor market surveys, and developing supportability technical data and training. Furthermore, support will be provided for planning and implementing new capabilities to meet evolving mission requirements. Moreover, this will also involve developing workflow solutions that integrate classified and unclassified data for AFOSI and related technical programs, including creating and assessing improved processes, as well as developing technical innovations for end-users, support providers, and government stakeholders. Finally, program and project management support will be provided, including tasks such as schedule development and management, resource assessments, and risk assessments, to ensure that projects are completed on time, within budget, and to the required specifications.

1.2 Background. AFOSI is a federal law enforcement agency responsible for conducting criminal investigations, counterintelligence, and counterterrorism operations on behalf of the United States Air Force. Established in 1948, AFOSI is headquartered at Quantico, Virginia, and has a global presence with offices and agents located throughout the world. The agency's mission is to identify, investigate, and neutralize threats to the Air Force's people, resources, and operations, while also providing critical support to Air Force commanders and decision-makers. AFOSI's areas of focus include identifying, countering, exploiting and neutralizing criminal elements, foreign intelligence services, terrorists or other felony crimes that impacting Department of Defense readiness and national security. With a highly trained and specialized workforce, AFOSI plays a vital role in protecting the Air Force and Department of Defense assets and advancing our Nation’s strategic objectives.

SECTION II

2.0 TASK DESCRIPTIONS. The Contractor shall provide all services, materials, supplies, equipment, and project supervision, as required in connection with this Performance Work Statement (PWS). All personnel assigned to this PWS must possess a fully adjudicated Secret or Top-Secret clearance, as required for their billet, and pass a law enforcement records check. For TS billets, personnel must be able to obtain and maintain SCI eligibility. Specific Directorates may levy additional, program-specific, requirements.

2.1 AFOSI Cyber Support.

2.1.1 Qualifications: AFOSI is seeking up to ten (10) full time employees, with a minimum of a Master’s degree and ten (10) years relevant technical experience. A Master’s degree can be substituted for an additional twelve (12) years’ experience (combined 22 years’ experience) or a Bachelor’s degree plus 8 additional years’ work experience (combined 18 yrs experience). All candidates will require a TOP SECRET clearance with SCI.

2.1.2 Task 1.1 - Engineering and Technical Analysis Support: Contractor shall provide engineering and technical enterprise service support, including, but not limited to, the preparation of feasibility studies, analysis of alternatives, provision of technical services during the construction or installation phase, inspection and evaluation of engineering projects, and related services supporting technology, tools, or capability instantiation. The Contractor shall make use of relevant DoD and AF guidance and Instructions during the execution of these tasks.

2.1.2.1 Sustainment Engineering: The Contractor shall provide engineering services that include but are not limited to system and technical in-service design, infrastructure (lifecycle refresh, addition, modification and retirement), communications, physical and logical components of services, and supporting software to improve reliability, maintainability, and affordability. Support tasks include, but are not limited to, production and implementation of technical service management models and appropriate AF documentation, support to technical review process standards and adaptation (e.g. AF Form 1067), and the implementation of prototype agile delivery models to rapidly modernize or update AFOSI systems. Contractor efforts will promote collaborative interaction between the AFOSI Program Offices, operational sites, other contractors, service providers and Mission Partners. In doing so, the Contractor shall utilize a consistent and time-sensitive approach to the supportability design of mission essential services that are effective and efficient, adhere to DoD and AF requirements, and consider industry best practices.

2.1.2.2 Change Management and Release Management: The Contractor shall provide engineering services that involve but are not limited to the necessary planning and coordination to take a new or changed service, or a service to be decommissioned, through Change Management and Release Management and into the production. Contractors should apply best practices, including applicable DoD system engineering guides, Project Management Professional Book of Knowledge (PMBOK) processes, and SAFE Agile principles for change management, integration, configuration control, and implementation of the Risk Management Framework.

2.1.2.3 Integration Environment Support: The Contractor shall provide engineering services that include but are not limited to engineering Subject Matter Expert (SME) support for the AFOSI specific systems. SME support includes day-to-day process and system infrastructure operations, Root Cause Analysis (RCA) to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented, and Problem Management, including the activities required to diagnose the root cause of incidents, determining the resolution to those problems and providing workarounds.

2.1.2.4 Architecture: The Contractor shall support and provide recommendations for future architecture modifications including coordinated modernization and execution of AFOSI specific system architecture and integration tasks in close association with Mission Partners/Owners. The architecture recommendations should enable implementation of industry-standard and or best architecture practices, as directed by the Government. The contractor shall support update of operational and system views, maintain standards lists and facilitate integration of architecture initiatives across DoD and in close collaboration with other DoD/IC Mission Partners.

2.1.2.5 Studies, Analysis and Assessments: The Contractor shall provide engineering services to develop an efficient and effective methodology for assessing and evaluating solutions during the life cycle of AFOSI technical programs. These services include, but are not limited to, assessments and evaluations in support of the AF enterprise. The Contractor shall identify and evaluate current and emerging Government and commercial technologies and procedures that may offer improvements to capabilities and assist in the planning and implementation of technology insertions. Technology solutions and designs shall take into consideration the operational constraints and limitations of the receiving or requiring activity/customer. If applicable, design concepts shall include provisions for continuous technological or workflow improvement to maximize capability improvement available from emerging technological advances in the Government and commercial marketplace.

2.1.3 Task 2.1 - Process Improvement and Transition Planning: The Contractor shall provide quality assurance for technical services as follows:

2.1.3.1 Innovative processes and procedures to ensure operations are optimally effective, efficient and affordable supportable operational capability. Plans shall fully evaluate areas such as, technical resource allocation, enterprise asset management and licensing considerations, how and when various levels of validated Government requirements would be met.

2.1.3.2 Transition plans that identify how an initial prototype or pilot demonstrations could rapidly evolve to full system functionality and a supportable operational capability. Plans shall fully evaluate areas such as enterprise technical resource management, asset management and licensing considerations and how and when various levels of validated Government requirements would be met.

2.1.3.3 Engineering or technical services to correct or improve issues with the goal of maintaining the required effective operations and maintenance performance of the programs, or to provide direct support to the system that is essential to production, sustainment, integration, interoperability, and configuration management.

2.1.4 Task 3.1 - Cyber Operations Analysis: The Contractor shall provide full spectrum intelligence analysis, collections, production support to AFOSI. This includes but is not limited to the following: The Contractor shall perform intelligence analysis utilizing all-source intelligence data and employing a variety of techniques as can be found in, “Structured Analytic Techniques for Intelligence Analysis” (Heuer, McPherson), Intelligence Analysis: How to Think in Complex Environments” (Hall), “Intelligence Analysis: A Target-Centric Approach” (Clark), “Analyzing Intelligence: A National Security Practitioners’ Perspectives” (George, Bruce) among others. The Contractor shall identify and document gaps in intelligence data from all source reporting. The Contractor shall generate, staff and monitor the results of intelligence collection requirements as they are communicated across the intelligence community. The Contractor shall generate on an as needed or more frequent basis a variety of internal intelligence products. These may include “quick looks”, designed to answer relatively superficial or introductory level consumer requirements as well as “deep dives’, involving significantly more involved explanations of highly complex and detailed subject matter. Periodic updates as they may pertain to specific technologies, project or threats may be also required, depending on the needs of the customer. The Contractor shall provide intelligence analysis that will be used to identify the potential outcomes of tools under development. This will include defining what observable effects may collected by the intelligence community – based on the various technical capabilities and limitations, locations and times those systems may be employed. The Contractor will also provide the customer with identifying additional opportunities for development of tools, in terms of 'branches and sequels' of related vulnerable systems, adversary capabilities and weapons that the original cyber capability could be modified to effect.

2.1.5 Task 1.4 - Developmental Technical Project Support (R&D): Contractor shall provide engineering and technical enterprise project development support, including, but not limited to, the development of a holistic approach of multi-domain effects environments in the conduct of R&D activities, Development Test and Evaluation (DT&E) and Operational Test and Evaluations (OT&E), preparation of feasibility COA analysis for tradeoff and risk drivers in development of installation and activities in the conduct of R&D projects, analysis of alternatives, formation and integration of technical requirements for proof of concept demonstrations during development of constructs supporting multi-domain effects. The contractor shall inspect and evaluate engineering projects to meet industry best practices and AF requirements. cyber/radio frequency spectrum effects requirements, and related integration of supporting platform, tools, or capability instantiation to create new capabilities. The Contractor shall make use of relevant DoD and AF guidance and Instructions during the execution of these tasks.

2.1.6 Task 1.5 - Technical Project Management: The Contractor shall provide program and project management support to ensure the successful planning, execution, and delivery of AFOSI technical programs. This support includes a range of tasks, such as schedule development and management, resource assessments, and risk assessments, to ensure that projects are completed on time, within budget, and to the required specifications. The Contractor will develop and maintain project schedules, including milestones, deadlines, and dependencies, and conduct resource assessments to identify and recommend necessary resources, including personnel, materials, and equipment, to support project requirements. Additionally, the Contractor will identify, assess, and report on risks that could impact project timelines, budgets, or quality, and develop strategies to minimize their impact.

2.1.6.1 The Contractor will coordinate project activities, including meetings, status updates, and progress reports, to ensure stakeholders are informed and projects are on track. This will involve supporting the development of project estimates, including tracking expenses, identifying cost savings opportunities, and ensuring compliance with budget constraints. Furthermore, the Contractor will support the development and implementation of quality assurance plans to ensure projects meet the required specifications and standards. Regular project status reports, including progress updates, issues, and risks, will be provided to stakeholders and project sponsors. The Contractor will also identify, analyze, and resolve project-related issues and problems, and develop corrective actions to prevent future occurrences. The Contractor will document and apply lessons learned from completed projects to improve future project planning and execution. Moreover, the Contractor will ensure that projects are executed in compliance with DoD and DAF regulations, and AFOSI policies and procedures.

2.2 AFOSI Mission & Enterprise Support. AFOSI Mission & Enterprise Support will provide cross-functional support to consistently inform stakeholders on mission-specific needs, vet complex strategy or capability solutions and bridge organizational gaps. Organizational responsibilities include three highly impactful Lines of Effort: 1) lead, integrate and synchronize Air Force special investigative and military missions-specific capability development mission; 2) provide direct support to strategy, doctrinal and policy development priorities; and 3) serve as AFOSI’s authority on special investigative capabilities and strategy at the Service, Joint and Interagency echelons. Additionally, the integration of capability management efforts within DoD processes to accelerate delivery to AFOSI and the Department of Defense Criminal Investigative and Counterintelligence Enterprise will be a central function. It will be critical that the Contractor provide manpower who are recognized functional subject matter expert capable of moving between lines of effort in a seamless manner and with little supervision.

2.2.1 Qualifications: AFOSI is seeking up to fifteen (15) full time employees with a minimum of a bachelor’s degree and five (5) years relevant technical experience. The dynamics of this Enterprise mission area will favor individuals with a contemporary/practitioners-level understanding of DoD capability development; technology integration; resource management; budget development; contract management; security management; and industry standards. All candidates will require a TOP SECRET clearance with SCI and Special Access Program eligibility.

2.2.2 Task 2.1 – Mission Integration & Capability Development: Contractor shall provide direct support to the AFOSI Director of Mission Integration & Capability Development through the highest quality of systems engineering and/or technical service support, including, but not limited to, the preparation of capability based or feasibility assessments; analysis of alternatives; provision of technical services during research, development test & evaluation phases; inspection and evaluation of projects; preparation and delivery of reports and/or analytical records; and related services supporting technology, tools, or capability instantiation. The Contractor shall make use of relevant DoD and AF guidance and Instructions during the execution of these tasks.

2.2.2.1 Operations Research and Analysis: The Contractor shall provide full spectrum analysis, collections, production and direct mission support to AFOSI. This includes but is not limited to the following: The Contractor shall perform analysis utilizing all-source data and employing a variety of techniques as applied by HAF/A2/A3/A5/A8 and Service Acquisition Executives. The Contractor shall identify and document gaps in project data and develop bridging strategies to meet the Sponsors desired end state – which will include sensitive data from various sources, to include but not limited to, law enforcement, intelligence, military, budgetary, acquisition, or other government sources. The Contractor shall generate, staff, monitor, assess, integrate, report and remedy project requirements consistent with Sponsor requirements. These activities may include “quick looks”, designed to answer relatively superficial or introductory level consumer requirements as well as “deep dives”, involving significantly more involved explanations of highly complex and detailed subject matter. Periodic updates as they may pertain to specific technologies, project or threats may be also required, depending on the needs of the Sponsor. The Contractor shall provide analysis that will be used to identify the potential outcomes of capabilities or strategies under development. This will include defining what observable effects may collected by the law enforcement, intelligence, special operations or traditional military communities – based on the various technical capabilities and limitations, locations and times those systems may be employed. The Contractor will also provide the customer with identifying additional opportunities for development of tools, in terms of “branches and sequels” of related vulnerable systems, adversary capabilities and weapons that present risk to Sponsor objectives. Consistent with defined Sponsor capability development priorities, monitor, assess, advise and report on public and private capabilities including development planning, experimentation, current operations, tactics, capability-based assessments, analysis of alternatives, prototyping, acquisition, procurement, policy and futures. Basis of delivered reporting will reference or be consistent with U.S. Code, policy and law, specifically, Sponsor policy and guidance, and unless exempted by the AFOSI Director for Mission Integration and Capability Development, will directly advance the AFOSI mission.

2.2.2.2 Applied Capability Development Activities: The Contractor shall provide full spectrum research, development, test and evaluation support to advance the AFOSI mission – to include highly complex emerging technologies; tradecraft; small arms and ballistics; remote-piloted or autonomous vehicles and other capabilities as assigned. In this capacity and under the program oversight of the AFOSI Director for Mission Integration & Capability Development, the Contractor shall develop, coordinate, mature, integrate, report and actively participate in AFOSI’s systematic expansion and application of knowledge to develop useful materials, devices and systems or methods. This work will include assessments on current or future special investigative capabilities, designing, developing and/or improving prototypes and new processes to meet general or specific mission area needs. Work will consist of ingesting, organizing, refining and reporting on capability needs; conducting Agency, Service or Defense-wide capability-based assessments; producing capability needs statements; producing analysis in support of Sponsor requirements validation processes; integrate stakeholder needs and provide direct support to Interagency to budget development processes; deliver necessary and timely written analysis prior to/during Sponsor engagements. Consistently evaluate public and private technology, commodity or system solutions against Sponsor needs/requirements. Develop and as directed, lead studies, investigations or defined assessments to reveal materiel and/or non-materiel solutions to ensure Sponsor end states. Produce analysis that drives policy-, resource-, training, and operational efficiencies based in Doctrine, Organization, Training, Materiel, Leadership, Policy, Facilities & Policy (DOTmLPF-P) methodologies. Execute awareness and nuanced subject matter expertise in direct support of Sponsor goals when engaging with the customer’s partner agencies to encourage thoughtful and collaborative partnerships.

2.2.2.3 Program Management: As assigned, the Contractor shall provide program management services that include but are not limited to integrated acquisition/procurement processes, covering all phases of program management – to include the Joint Capabilities Integration and Development Systems (JCIDS); the Planning, Programming, Budgeting, and Execution (PPBE) process; the DoD 5000 series policies and procedures documents; and adherence to Customer policy. The Contractor shall consistently and ethically execute consistent to established DoD policy, while emphasizing sustained effort to identify and report efficiencies to accelerate the delivery of mission-specific capabilities to Sponsor represented end users. Such efficiencies may be gained through evaluating and recommending new or evolved partnerships, modifying existing processes and/or shaping policy to advance Sponsor objectives. Consistent with Sponsor processes, the Contract shall execute lifecycle program management services spanning all aspects of the assigned program(s) to include but not limited to produce policy traceability analysis; nominate key dependencies; establish and sustain purpose-built cross-functional teams; produce, sustain and resolve plans of action and milestones; characterize, coordinate & report on necessary investments, policy solutions, and integration needs; produce accurate resource, acquisition, procurement training and manpower analysis consistent with Sponsor requirements; participate and inform working groups, data calls and executive leadership decision briefs. Ensuring timely and accurate compliance reporting during all phases of assigned program lifecycle phases. The Contractor shall provide services that include but are not limited to system and technical in-service design, infrastructure (lifecycle refresh, addition, modification and retirement), communications, physical and logical components of services, and supporting software to improve reliability, maintainability, and affordability. Support tasks include, but are not limited to, production and implementation of technical service management models and appropriate AF documentation, support to technical review process standards and adaptation (e.g. AF Form 1067), and the implementation of prototype agile delivery models to rapidly modernize or update AFOSI systems. Contractor efforts will promote collaborative interaction between the AFOSI Program Offices, operational sites, other contractors, service providers and Mission Partners. In doing so, the Contractor shall utilize a consistent and time-sensitive approach to the supportability design of mission essential services that are effective and efficient, adhere to DoD and AF requirements, and consider industry best practices.

2.2.2.4 Mission Integration: As a subject matter expert, deliver consistent and highly nuanced support to integrate mission capabilities; inform enterprise resource and policy decisions; and ensure the delivery of timely, objective, accurate, and relevant expertise or analysis. Actively participate and produce analysis to inform Sponsor efforts to assess, characterize, assess and improve on Sponsor abilities to proactively engage or reactively respond to national security or law enforcement threats in a multi-disciplined environment by working across functional or organizational barriers to ensure Sponsor employees, processes and technologies meet mission demands.

2.2.3 Task 2.2 – Strategy and Futures – The Contractor shall provide direct support to the Director, AFOSI Strategy and Futures through the implementation of enterprise-level business and operational strategies aligned w/ Air Force doctrine and ability to shape future concepts. Develop trusted partnerships with stakeholder elements within the military, law enforcement, security, intelligence and Non-Governmental Organizations communities of interest.

2.2.3.1 – Strategy Development and Integration: Leverage or enhance enterprise practices to implement Command-wide business and operational strategies that shape and/or define AFOSI’s future concepts, capabilities and organizational structures. Identify, report, prepare and/or present risk plans of action and milestones to overcome barriers to efficient/effective strategy development or implementation requirements. Integrate with enterprise resource management elements to advocate for long-range, strategic requirements and advance approved capability development programs and processes. As subject matter experts assess, integrate and report on law enforcement, military, U.S. Intelligence Community and international policies, practices and/or behaviors that may impact Air Force Special Investigations. Establish partnerships and conduct integration with all facets of public and private organizations to understand, advance or implement AFOSI objectives. Routinely participate and report in support of senior and executive-level stakeholder engagements to identify and assess gaps/deficiencies in AFOSI doctrine or organizational structures.

2.2.3.2 – Futures Development and Integration: Characterize, assess, develop, test, evaluate and report on new concepts and/or capabilities to inform policy development/implementation, tactics, techniques and procedures; budget development; and implementation of mission-specific adaptive activities. Develop, assess, nominate, execute and report on wargames, concepts of operation, military, law enforcement or intelligence community planning to develop pathways necessary for AFOSI to plan, posture, or evolve to meet future mission needs.

2.2.4 – Task 2.3 – Enterprise Management Support – The Contract shall provide direct support to the Director, AFOSI Enterprise Management and Resources to deliver fully integrated, synchronized and coordinated business decisions, policy and support to optimize AFOSI’s resource management processes.

2.2.4.1 Enterprise Management Integrator: Provide executive-level integration and program management support impacting AFOSI’s corporate resource and management processes. Inform the effective and efficient oversight of AFOSI’s cross-directorate business processes while integrating best practices across functional areas. Produce analysis, reporting and options for AFOSI’s executive leadership in a timely and consistent manner leveraging corporate management processes. Where practical and at the direction of the Director, AFOSI Enterprise Management and Resources, assess, evolve and execute enhancements to AFOSI business practices intended to deliver an optimized corporate environment for the AFOSI Commander. Provide expert advice and strategic integration consultation to AFOSI executive leadership based on deep knowledge and experience of DoD, Department of the Air Force, and Joint Staff processes.

2.3 AFOSI Information Technology Service Desk.

2.3.1 Qualifications: AFOSI is seeking up to one (1) full time contractor employee with a minimum of an Associate’s degree and five (5) years’ of relevant experience, or in coordination with the Sponsor, candidates who have applied experience and do not have a college degree will be considered. The candidate must possess a certification with Security Plus or may obtain location certification with the network owner within 2 months of being onboarded. Candidate will require a TOP SECRET clearance with SCI.

2.3.2 Task 3.1 – IT Customer Support/Service Desk (1FIR/OL-A): The contractor shall deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups. 1 FIR currently used OneDrive as well as Shared drives, Share Point and Teams for backups and communications flow. If any of the below listed items cannot be accomplished due to AFNET restrictions, then the contractor is responsible for opening tickets with the AFNET ESD and following up on the issue until it is resolved to the customer's satisfaction. This billet will support AFOSI efforts at Wright- Patterson Air Force Base in Dayton, Ohio.

2.3.2.1 Service Desk Requirements. Provide Service Desk management/customer support for all AFOSI computer networks and systems with an emphasis on customer service and call/ticket resolution at differing classification levels including controlled unclassified information, Secret, Top Secret, and Counterintelligence. Reported problems shall be posted, documented, and tracked through an Information Technology Service Management (ITSM) System including the documentation of all troubleshooting and customer interaction in the tracking system work log. The contractor shall recognize application and technical problem trends and provide mitigation plans to avoid future occurrence. Customers located at this location shall be given hands on support when necessary. Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service. Technicians shall attempt to contact customers three times before a ticket can be closed due to an unresponsive customer.

Contractor shall manage the service desk type services by providing necessary support Monday through Friday between 0800 and 1630ET. The contractor shall monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and are updated regularly. Provide industry-standard, enterprise- wide Service Desk support for administrative and technical assistance, support of multiple software/hardware versions, training, warranty, and maintenance.

Contractor support includes the following: Accounts Management, Air Force Standard Desktop Configuration loads, and general network troubleshooting for NIPRNet, SIPRNet, and JWICS. Shall field IA policy questions and independently research and answer user questions. Resolve customers’ administrative and technical communications problems and install, configure, and operate client/server devices. Perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software and ensure all documentation is in accordance with AF and DoD policies, guidance, and directives. Implement client workstation software patches, security fixes, and service releases according to local instructions. Assist and oversee the establishment of network user accounts through the proper offices of primary responsibility based on the type of system and account creation submission. Place emphasis on first call resolution of a ticket. Support password resets, imaging of workstation, run cables from the user workstation to the Local Area Network. Recognize application and technical problem trends and provide mitigation plans in order to avoid future occurrence. Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, Virtual Private Network (VPN), laptops, and tier one (1) troubleshooting of Video Teleconference (VTC) / Global Video System (GVS) issues prior to escalation.

2.3.3 Task 3.2 – Information Technology Service Management Best Practices. The contractor shall implement and manage a quality ITSM program. The contractor shall coordinate and carry out the activities and processes required to deliver and manage services at the level required in this PWS. This includes providing ongoing management of technology that is used to deliver and support services.

2.3.3.1 The contractor shall align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes, review, analyze, and recommend improvement opportunities across the service lifecycle, maintain customer satisfaction after improvements are implemented, ensure processes have clearly defined objectives and actionable measurements, capture and document all baselines and create user guides, instructions and process flow charts.

Contractor shall implement a minimum of the following processes:

2.3.3.1.1 Event Management. Manage events (i.e., informational, warning, and exception) through their lifecycle. Provide the basis for operational monitoring and control.

2.3.3.1.2 Incident Management. Restore normal service operation in accordance with local and AF policy. Minimize the adverse effects on business operations. Handle unplanned interruption to or any reduction in the quality of an IT service. Mitigate a failure in a configuration item that has not yet impacted a service. Increase visibility and communication of incidents. Develop predefined steps to handle known types of incidents via methods agreed upon by the government.

2.3.3.1.3 Problem Management. Manage the lifecycle of all problems from identification to removal. Understand, document, and communicate known errors and initiate actions to improve or correct the situation. Reactively minimize the adverse impacts of incidents and problems. Proactively prevent recurrence of incidents related to errors. Prevent problems and resulting incidents from happening. Eliminate recurring incidents. Minimize the impact of incidents that cannot be prevented.

2.3.3.1.4 Request Fulfillment. Manage the lifecycle of requests from users. Efficiently handle requests. Provide information about services to customers and users. Assist with informational requests, complaints, service- related issues.

2.3.3.1.5 Access Management. Efficiently respond to access requests. Manage access to services based on policies and actions defined in information security management. Monitor access to services to ensure rights are not improperly used. Protect confidentiality, integrity, and availability of data and intellectual property by executing information security policies. Log and track access.

2.4 AFOSI Application Management & Development Support

2.4.1 Qualifications: AFOSI is seeking up to one (1) full time contractor employee with a minimum of an Associate’s degree and two-four (2-4) years’ of relevant software development experience; specifically, experience in Power Apps, Power Automate and SharePoint, or in coordination with the Sponsor, candidates who have applied experience and do not have a college degree will be considered. This candidate will require a TOP SECRET clearance with SCI.

2.4.2 Task 4.1 – Application Management & Development Support: The Contractor shall advance software application management and development capabilities by designing, developing, enhancing, testing, and deploying applications, application capability/functionality enhancements and automations. The Contract shall leverage user input, customer requirements and other information to update, troubleshoot provide continuous quality and efficiency improvements to applications across security classification domains.

2.4.2.1 Application Development: The Contractor shall plan, gather and package the necessary code, configuration files, data structures and other resources needed for the topic application(s) to function correctly. As directed, the Contractor will set up, operate and report on the physical and/or virtual servers to host the application(s). Applications in development will be tested for efforts or bugs prior to being submitted to the Sponsor to ensure functionality, ability to be integrated and quality control expectations. Deployment and test plans will meet Sponsor requirements, and the Contractor will demonstrate ability to leverage automation and rollback plans, if necessary.

2.5 Program Management Activities. The contractor shall provide effective program management for all work under this contract including, but not limited to, the following:

2.5.1 Assigning and budgeting resources

2.5.2 Scheduling

2.5.3 Quality control

2.5.4 Scope management

2.5.5 Deliverable submission

2.5.6 Monthly status reports

2.5.7 Project closeout

2.5.8 Meetings

2.5.9 Trip reports

2.6 Program Management Plan (PMP). The Contractor shall submit a Program Management Plan (PMP) to AFOSI within three (3) business days of contract award. Within ten (10) business days of receipt the PMP will be reviewed to ensure it includes items listed below. Discrepancies will be resolved within 5 business days of review.

2.6.1 A schedule of status meetings, including dates, time and resources allotted.

2.6.2 A Kick-off meeting, including an agenda and meeting minutes.

2.6.3 Monthly Status Reports

2.7 Staffing Plans and Vacancies. The Contractor shall provide a staffing plan (i.e. rosters, listing, spreadsheets, etc.) that identifies personnel that fully complies with all requirements listed in paragraph 2.1. Contractors shall ensure vacancies are filled with qualified personnel within fifteen (15) business days of vacancy, unless approved in writing or otherwise directed in advanced by the Contracting Officer Representative (COR).

SECTION III

3.0 SERVICE SUMMARY

The Contractor service requirements are summarized into performance objectives. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement and will be assessed on an “Acceptable” or “Unacceptable” basis. These thresholds are critical to mission success.

SS – 1

Accurately completes systems engineering, and/or analysis and project management documents.

SS – 2

Respond promptly to customers with accurate information.

SS – 3

Respond to customers in a professional manner.

SS – 4

Deliver professional products in a timely manner

SS – 5

VTC

Scheduled Upgrades/Scheduled Maintenance

100% Inspection

SECTION IV

4.0 DELIVERABLES

The Contractor shall provide deliverable(s) in a format mutually agreed upon by the Government and the Contractor.

The following enumerated deliverables are not expected to change. Due Date intervals are not expected to change but actual dates may need to be revised depending on actual contract start date.

SECTION V

5.0 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, MATERIAL, INFORMATION, OR SERVICES

5.1 Government Furnished Property, Equipment, Material, Information, or Services. The Government will provide equipment, systems, information and documentation needed to support the services within this contract furnish property or services for this requirement. These items are the property of AFOSI and the Department of Defense and should not be released/shared without written consent from AFOSI legal counsel.

5.2 Contractor Acquired Property. The contractor may be required to acquire/lease property on behalf of the government. Leased facilities will remain the property of the contractor. Ownership of equipment and material purchased by the contractor on behalf of the government will be transferred to AFOSI.

SECTION VI

6.0 GENERAL INFORMATION

6.1 Scheduling Concerns.

6.1.1 Duty Hours. The Contractor shall have access to Government facility five days per week, Monday through Friday, ten hours a day, except when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings, unless otherwise approved. Contractor personnel are expected to conform to customer agency normal operating hours; however, the Contractor may be required access to Government facility outside of duty hours based on the customer agency’s needs.

1FIR/OL-A (PWS 2.4.2). The primary place of duty for the IT Support/Service Desk position is located at OSI Region 1, Operating Location Alpha, Building 266, Room A036, Wright-Patterson AFB, Dayton, Ohio. However, the contractor may be required to support other OSI locations on Wright-Patterson AFB.

As a baseline, Contractor personnel shall work 8 hours per day, 40 hours per week. Compensatory time arrangements are permissible for temporary spikes in worktime; but overtime pay is prohibited without COR and CO approval. Federal Holidays shall be observed in accordance with Office of Personnel Management policy.

· New Year’s Day, January 1st (or as observed)

· Martin Luther King’s Birthday, 3rd Monday in January

· President’s Day, 3rd Monday in February

· Memorial Day, Last Monday in May

· Juneteenth, June 19th (or as observed)

· Independence Day, July 4th (or as observed)

· Labor Day, 1st Monday in September

· Columbus Day, 2nd Monday in October

· Veteran’s Day, November 11th (or as observed)

· Thanksgiving Day, 4th Thursday in November

· Christmas Day, December 25th (or as observed)

6.1.2 Core Duty Hours and Base Shutdown/Inclement Weather. Core duty hours are 0800 - 1600, Monday through Friday (excluding federal holidays), and the AFOSI office will be open from 0700 - 1700. Contractor employees who are permanently remote will establish standard operating practices aligned with their supported Customer element. The Contractor shall follow guidance of the installation containing their place of performance to determine reporting schedules whether due to a base closure or inclement weather. Operating status for the Russell-Knox Building, Quantico may be found here: https://www.quantico.marines.mil/Resources/Weather/.

6.1.3 Scheduled and Situational Telework. Because of space limitations in the AFOSI office environment, the Contractor shall agree to allow employees to telework from a location other than the government facilities at the discretion of the government. Days for when contractor employees are not expected to be in the office, the Contractor will allow their employees to work from another location.

6.2 Kickoff Meeting/Orientation Meeting

6.2.1 The Contractor shall schedule and coordinate a Project kick-off Meeting no later than (NLT) five (5) calendar days after contract award via in-person, Microsoft Teams, or Zoom. The meeting will provide an introduction between the Contractor personnel and Government personnel who will be involved with the contract.