Sol_140P2124Q0324.pdf

140P2124Q0324

1. REQUEST NO.

5a. ISSUED BY

NAME

a. NAME

c. STREET ADDRESS

d. CITY

10. PLEASE FURNISH QUOTATIONS TO

THE ISSUING OFFICE IN BLOCK 5a ON

OR BEFORE CLOSE OF BUSINESS (Date)

2. DATE ISSUED 3. REQUISITION/PURCHASE REQUEST NO. 4. CERT. FOR NAT. DEF.

UNDER BDSA REG. 2

AND/OR DMS REG.1

RATING

6. DELIVERY BY (Date)

7. DELIVERY

9. DESTINATION

a. NAME OF CONSIGNEE

b. STREET ADDRESS

PAGE OF PAGES

5b. FOR INFORMATION CALL: (No collect calls)

TELEPHONE NUMBER

AREA CODE NUMBER

8. TO:

b. COMPANY

e. STATE f. ZIP CODE

c. CITY

d. STATE e. ZIP CODE

IMPORTANT: This is a request for information, and quotations furnished are not offers. If you are unable to quote, please so indicate on this form and return it to the address in Block 5a. This request does not commit the Government to pay any costs incurred in the preparation of the submission of this quotation or to contract for supplies or services. Supplies are of domestic origin unless otherwise indicated by quoter. Any representations and/or certifications attached to this Request for Quotations must be completed by the quoter.

11. SCHEDULE (Include applicable Federal, State and local taxes)

THIS RFQ

REQUEST FOR QUOTATION

(THIS IS NOT AN ORDER)

IS IS NOT A SMALL BUSINESS SET ASIDEX

09/01/2024

1 25

P.O.Box 25287 MS WCP Denver CO 80225

NPS, WASO - WCP Contracting Multiple

202 354-3978HEATHER MADSEN

09/06/2024 1500 ED

FOB DESTINATION

OTHER

(See Schedule)X

ITEM NO.

(a)

SUPPLIES/SERVICES

(b)

QUANTITY

(c)

UNIT

(d)

UNIT PRICE

(e)

AMOUNT

(f)

NPS Information Resources (IR) is the lead office for all Information Technology (IT) activities for the NPS. The Associate Director, IR is responsible for developing mission-oriented policy, procedures and standards, and providing effective review, oversight and inspection of NPS IT practices and administration.

The scope of the work includes the maintenance and improvement to support availability, integrity and confidentiality of the NITC NPS information systems within the DOI NPS infrastructure architecture, through engineering, systems administration, and Tier 1,2 and 3 support services.

Continued ...

12. DISCOUNT FOR PROMPT PAYMENT

a. 10 CALENDAR DAYS (%) b. 20 CALENDAR DAYS (%) c. 30 CALENDAR DAYS (%) d. CALENDAR DAYS

NUMBER PERCENTAGE

NOTE: Additional provisions and representations

13. NAME AND ADDRESS OF QUOTER

b. STREET ADDRESS

c. COUNTY

d. CITY e. STATE f. ZIP CODE

14. SIGNATURE OF PERSON AUTHORIZED TO

SIGN QUOTATION

16. SIGNER

a. NAME (Type or print)

c. TITLE (Type or print)

a. NAME OF QUOTER

AREA CODE

NUMBER

15. DATE OF QUOTATION

b. TELEPHONE are are not attached

AUTHORIZED FOR LOCAL REPRODUCTION

Previous edition not usable

STANDARD FORM 18 (REV. 6-95)

Prescribed by GSA - FAR (48 CFR) 53.215-1(a)

ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

NAME OF OFFEROR OR CONTRACTOR

2 25

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

140P2124Q0324

See Attachment 1 Please fill in the Labor Rates and submit back to NPS by stated due date.

00010 Maintenance and improvement to support availability, integrity and confidentiality of the NITC NPS information systems within the DOI

NPS infrastructure architecture, through engineering, systems administration, and Tier 1,2 and 3 support services.

See Attachment 1 Please fill in the Labor Rates and submit back to NPS by stated due date.

Product/Service Code: DA10

Product/Service Description: IT AND TELECOM -

BUSINESS APPLICATION/APPLICATION DEVELOPMENT

SOFTWARE AS A SERVICE

Period of Performance: 09/25/2024 to 12/31/2024

CO: Heather Madsen; heather_madsen@nps.gov

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

United States Department of the Interior

NATIONAL PARK SERVICE

1849 C Street, N.W.

Washington, D.C. 20240

CONTRACTING OFFICE

P.O. Box 25287, M.S. WCP 7333 West Jefferson Ave, Suite 100 Denver, Colorado 80225 Lakewood, Colorado 80235

IN REPLY REFER TO:

10. C.

September 01, 2024

This is a Request for Information (RFI)/Sources Sought notice issued in accordance with FAR 10.001(a)(2) and FAR15.201(e) to conduct market research. This RFI is issued solely for information and planning purposes - it does not constitute a Request for Proposal (RFP) or a promise to issue an RFP in the future. This request for information does not commit the Government to contract for any supply or service whatsoever. The NPS is not, at this time, seeking proposals and will not accept unsolicited proposals. Responders are advised that the U.S. Government will not pay for any information or administrative costs incurred in response to this RFI; all costs associated with responding to this RFI will be solely at the interested vendor's expense. Not responding to this RFI does not preclude participation in any future RFP, if any is issued. Any information submitted by respondents to this RFI is strictly voluntary. All submissions become Government property and will not be returned.

In support of this effort NPS is conducting market research to further refine requirements and establish the best acquisition approach. Please note that requirements defined to date will likely change before a final request for proposals is released.

BACKGROUND

The National Park Service (NPS) is a bureau within the United States Department of the Interior (DOI).

The NPS plays an integral role in DOI’s mission to protect and manage the Nation’s natural and cultural resources. As the steward of 419 national park sites, the NPS is charged with preserving “unimpaired” these lands and historic features that were set aside by the Nation and are valued for their environmental resources, recreational and scenic worth, their cultural and historical significance and vast open spaces.

The NPS is headed by a Director and the organization consists of a headquarters office, seven regional offices and multiple park and support units located inside and outside the continental United States.

Information Resources (IR) is the lead office for all Information Technology (IT) activities for the NPS.

The Associate Director, IR is responsible for developing mission-oriented policy, procedures and standards, and providing effective review, oversight and inspection of NPS IT practices and administration.

IR embraces best business practices to provide the NPS community and the public with usable information, cost-effective technology, and services that are customer driven, results-oriented, secure and universally accessible. IR is responsible for providing Service-wide strategic direction, advice, and guidance to NPS management on all aspects of information management and technology.

These functions also include the management of two IT Centers; the National Information Technology Center (NITC) that includes a physical presence in Washington, DC and Reston, Virginia, and the National Information Systems Center (NISC) located in Denver, Colorado.

The goals and mission of the NITC is to provide service-wide strategic direction, advice, and guidance to NPS management on all aspects of information management and technology. Develop mission-oriented policy, procedures and standards, and review, oversight, and inspection of NPS IT practices and administration. The NITC embraces best business practices to provide the NPS and the public with usable information, cost-effective technology and services that are customer driven, results-oriented, secure and universally accessible.

The NITC is responsible for the topology and technology of the NPS, including any activities relating to computers, equipment, firmware and similar procedures, and services. The NITC is responsible for all the traditional information technology roles such as Network Control, Active Directory, Telecommunications, the Wireless Program and the Central Help Desk. The NITC provides oversight of the NPS voice communication program (local and Federal Technology Service (FTS)) and provides operational assistance to the senior managers of NPS located in the Main Interior building.

The NITC has oversight and responsibility for the infrastructure and IT of the NPS including any activities relating to IT equipment, firmware and similar procedures, and services. The NITC is responsible for supporting, the following areas:

• Information Resources Service Desk

• Network Management (Local and Enterprise Service Network (WAN))

• Active Directory

• Telecommunications (NPS Networx Universal and Local PBX Management) Remote User Access (National)

• Mobile Devices

• Video and Audio Teleconferencing (National)

• Wireless Program (NPS Radio Program)

• Data Center Management (Denver, CO and Reston, VA)

• IT Security (Operations)

• Project Management

• Administrative (general support)

The overall objective is to provide for a highly robust IT technical support organization in the NPS, IR NITC made up of a wide variety of technically skilled personnel that is not only skilled enough to address (or make recommendations to address) the most complex technical issues, concerns, and problems, but also agile enough to be able to adjust, adapt and retool quickly in an environment of rapid technological change.

The scope of the work includes the maintenance and improvement to support availability, integrity and confidentiality of the NITC NPS information systems within the DOI NPS infrastructure architecture, through engineering, systems administration, and Tier 1,2 and 3 support services.

The Contractor shall:

• Acknowledge and respond to Tier 1, 2 and 3 services requests using the NPS approved Information Technology Service Management System (ITSM) solution.

• Resolve and document the service provided and issue resolution of the service request within the

ITSM.

• Provide Tier 1,2 and 3 technical hardware configuration and/or operating systems infrastructure support and consultation to NPS system owners and developers.

• Resolve High Availability Cluster Multiprocessing (HACMP), OS and interoperability issues, and as necessary, co-ordinate with hardware or software vendors.

• Conduct analysis and develop key performance indicators for NPS Washington Area Support Office (WASO) Service Desk services to support continuous improvement.

• Conduct analysis and develop performance indicators for NPS Data Center hardware and operating systems as a basis for recommendations to support optimization and modernization and overall performance improvement.

• Conduct analysis and develop performance indicators for NPS Telecommunications Voice and Video hardware and operating systems as a basis for recommendations to support optimization and modernization and overall performance improvement.

• Ensure hardware and software are consistently operational and disaster recovery plans are continuously available and current for immediate implementation and in compliance with security policy.

• Collaborate on new technologies, priorities and deployments of new NPS system applications/hardware, Disaster Recovery, Continuous Diagnostics and Mitigation (CDM) and Hybrid Cloud Service Management.

• Initiate and maintain an inventory of NPS systems, infrastructure performance, availability and configurations.

• Conduct analytics and provide supporting reports for database metrics, infrastructure performance, configuration and availability.

• Maintain and enhance the security and resiliency of critical NPS IT services and infrastructure.

• Maintain and enhance Standard Operation Procedures, Configuration Management and Change Control documentation of each NPS IT system services and supporting infrastructure.

• Provide Program and Project Management support services for projects within the purview of the NPS IR directorate, in accordance with practices established under the NPS Portfolio, NPS project management standards and DOI Enterprise Performance Life Cycle (EPLC), where applicable.

• Provide system administration, system engineering and support services for the continued operations of the NPS Data Center, WASO User Help Desk, and the NPS WASO Telecommunications Services program to ensure availability, integrity and confidentiality.

Tasks identified within the DRAFT PWS. Changes are possible prior to any Solicitation release.

2.0 SCOPE OF SERVICES:

2.1. Basic Services

The Contractor shall provide a Contract Manager (Key Personnel) to ensure basic IT Management services are for the performance of all specified tasks under within this PWS. Basic IT Management Services; include administrative support services and program management services. The specified IDIQ tasks are identified below:

5.2.01 - User Support Help Desk (Lakewood, CO, and Reston, VA)

5.2.02 - NPS Data Center Management Support (Lakewood, CO, and Reston, VA)

5.2.03 - Telecommunications Support

5.2.04 - Cyber-security and Privacy Compliance oversight

5.2.05 - Project Management Services

2.2 Administrative Support

The following administrative services and support shall be provided for all areas of the PWS:

1. Contract Management Plan: The Contractor shall submit a contract management plan to include each of the tasks in the PWS. The contract management plan will be approved by NPS NITC to ensure contract expectations and requirements are clearly understood. The contract management plan shall be prepared for NPS NITC review and approval no more than ten (10) days after the contract award.

2. Service Level Management: The Contractor shall document the baseline Service Level Agreement (SLA) for the tasks described in the PWS within thirty (30) business days of contract award. The monitoring and reporting of the SLAs associated with each performance standard will require approval by NPS. The Contractor shall provide for continuous monitoring of their performance to meet the SLAs and report conformance results on a monthly basis.

3. Reporting: The Contractor shall assess and report on the costs of the services and support of each support task included within this PWS and according to the deliverable schedule identified in order to be in compliance with standard cost reporting requirements. This will include the use of designated tools for both project level reporting and sustainment support against all labor categories for resource utilization reporting.

4. Tactical Operation Plan: The Contractor shall track all key activities and tasks within this PWS to include the status tracking of key activities and projects for reporting to the COR and NITC management on a monthly basis. This would include technical implementation projects such as major upgrades, technical alternative assessments, new processes or technical changes to be implemented within IR and/or across NPS.

2.3 Program Management Support

The Contractor shall provide Program Management support, technical documentation support and other Information Technology Infrastructure Library (ITIL) related services that are required for effective management and sustainment of services, within the scope of this PWS. The following program management functions and support shall be provided for all areas of the PWS:

1. Knowledge Management

a. The Contractor shall provide knowledgeable, experienced IT Technical documentation support for all systems engineering work to include:

• The creation and maintenance of all System Administrator Guides, process descriptions, implementation plans, contingency procedures, design documents, and workflows.

• The Contractor shall present draft materials to the COR in ongoing cycles of review, discussion, and improvement. Documentation modifications are required at various stages of the systems lifecycle and are to be up to date.

b. The Contractor shall maintain and update all internal documentation to include:

• Configuration management documents for each major NPS IT Systems.

• Enterprise Services Architectural Designs with data flow and application dependencies.

• Standard Operating Procedures (SOPs), test plans and implementation plans must be maintained and updated for upgrades, replacements, and new product installations.

• Maintain current NPS IT infrastructure configuration diagrams which include server and application configuration, Application Programming Interface and other relevant data.

This includes maintaining updated network diagrams showing application dataflow and requirements in addition to other relevant data. All Standard Operating Procedures must follow NPS guidelines and format.

• Customer facing technical notes, user guides and frequently asked questions and updates to the ITSM solution and/or NPS IR SharePoint.

• All documentation (contract related, metrics, and technical documentation and baseline procedures) must be stored in a federally managed NPS storage location as an accessible document repository location for reference to include version management and an updated document catalog. All content will remain as government property.

c. The Contractor shall maintain the following documentation according to NPS IR procedures. Documentation is used for planning and continuous availability capabilities.

• Service Interruption Documentation and Notices.

• Monthly Uptime Report for all critical NPS IT services within the scope of this PWS, Change Management Events, maintenance notices, issues log and risk logs.

• Active NPS Dashboard metrics (includes System Uptime, Efficiency, Security compliance and Patch Management).

• System Configurations diagrams for critical systems.

• Licensing utilization and Inventory Reports.

• Active Directory RBAC status reports to an assigned set of user groups.

• Monthly security Compliance Reports as assigned by COR.

2. Service Strategy: The Contractor shall provide recommendations to assist the COR and Federal Managers with the development of strategic goals and tactical objectives regarding technical architecture, database support, customer support, security configurations and use of emerging technologies. The Contractor shall also support improvements of service level agreements, systems availability, Tier 1, 2 and 3 support and overall systems architecture applicable to work communicated by the COR to the Contract Manager and within the scope of this contract.

3. Service Design: The Contractor shall assist with the assessment of new technologies and determine if a technology will support/satisfy new requirements, enhance the security posture of NPS IT Systems, integrate into existing architecture and tool sets and can be properly accredited and authorized for use within NPS. The government shall respond with its review and response to the assessment within 60 days. The Contractor shall ensure that any new systems, applications and improvements are developed following NPS Capital Planning and Investment Control (CPIC) and standard processes for IT Governance and approvals. An IT Technical Review Board shall verify that the requirements are clearly defined and provide approvals to proceed with the next stage of the project lifecycle. The Contractor shall NOT commence any production implementation until all research and design work for new projects, upgrades, and systems improvements are approved by the COR. The Contractor shall complete all preliminary cost analysis, design documentation, risk assessments, and approved government testing before NPS determines if a project is feasible, meets agency goals and objectives, and fits NPS architecture and performance plans. The COR will submit requests for new NPS IR projects for IT Governance approval. The Contractor’s analysis and design work shall follow NPS IT Architecture, NPS Strategic Planning, Division IT Tactical planning goals and objectives, and IR Mission plans, where available.

4. Risk Management:

The Contractor shall assess for risks associated with all tasks within this PWS to include the degree to which the risks associated with the support activities impact the success of deliverables, resources, NPS funding availability, and IT services integration. All identified risks are to be assessed for probability, severity and impact along with planned mitigation recommendations for review and approval by the COR.

5. Service Transition: The Contractor shall provide for the operations and management for service transition to include change management, configuration management and release and final deployment of new services.

6. Change Management: The Contractor shall develop documented baselines and maintain all major hardware and/or software changes in an acceptable change management database.

a. The Contractor shall provide routine communication to the NPS IR NITC regarding any necessary changes to existing features and functionality of NPS IT services that may impact end users due to any activities performed by the contractor or required by NPS as identified within the internal Change Control Board (CCB) process and procedural documentation.

b. The Contractor shall be required to perform all maintenance, patching and service changes for production systems during a predetermined maintenance window and during off peak hours to the maximum extent possible.

c. The Contractor shall document all changes in an approved Change Management database with reporting capabilities.

7. Release and Deployment Management: The Contractor shall ensure that all analysis work follow the NPS IT architecture, strategic planning, tactical goals and objectives, security policies and the NPS IR mission. Therefore, the Contractor shall follow the industry standard ITIL guidelines for planning, scheduling, documenting and controlling the release of patches, versions, upgrades, and new applications. Test plans must be prepared and completed with approvals to proceed prior to implementation of major upgrades.

8. Service Operation: The Contractor shall ensure that all incident and problem management procedures are followed. This includes maintaining production infrastructure to prevent service interruptions and efficiently deliver NPS IT services. The Contractor shall recommend hardware and software changes for problem solving, capacity limitations, performance “tuning,” system improvements, and process improvements. This includes the identification of where load balancing may improve system performance, reporting problem resolutions and developing a Trend Analysis and Recommendations Report for review. For any identified incidences, all emergency system and network changes must be reported to the COR within one (1) hour and take corrective action to restore to operational capabilities within two (2) hours (this may depend on the criticality of the service and associated SLAs). The Contractor shall provide timely updates of actions taken to remediate outage and submit an outage analysis report to COR within 24 hours of remediation.

Notification of any unplanned outages are required to be provided to the COR and Federal Manager immediately upon identification.

9. Continuous Service Improvements: Assigned Contractor personnel shall be knowledgeable of industry best practices related to the processes and procedures used to maintain systems and to recommend and implement system improvements for NPS IT infrastructure and systems. The Contractor shall be familiar with all aspects of the ITIL Service Management framework to assist with improving the effectiveness and efficiency of NPS IT services and support to the business and mission of the NPS NITC for both internal and external customers.

10. Meetings and Conferences: The Contractor staff shall attend local and virtual meetings and conferences as hosted and conducted by NPS NITC staff for technical input, project guidance, etc.

11. Interagency Development and Support: The Contractor shall provide support for any development and implementation of specific technical solutions that may be required by the NPS and will require interagency project coordination and outside agency resource sharing management.

The Contractor shall provide analysis, design, complex troubleshooting, and implementation services for work related to these outside entities.

2.4 Specific NITC Services

2.4.1– USER SUPPORT HELP DESK

IR/NITC maintains a single service desk across two (2) different physical locations. The service desk provides IT support to NPS personnel at various locations and nationwide as needed. The first service desk physical location is at the Main Interior Building located at 1849 C Street, NW in Washington, DC. The second service desk physical location is at 12795 W. Alameda Parkway, Lakewood, CO.

Both locations shall provide support to NPS customers via remote tools, at their respective addresses as well as the following additional physical locations:

• USGS Powell Building at 12201 Sunrise Valley Drive in Reston, VA

• Accounting Operations Center (AOC) at 13461 Sunrise Valley Drive in Herndon, VA

• Academy Place Building located at 7333 W. Jefferson Ave, Lakewood, CO

• HROC Building at 66 Van Gordon, Lakewood, CO

• Oak Ridge Building at 1201 Oak Ridge Drive in Fort Collins, CO

The centralized WASO IR Service Desk provides a single point of contact for initial problem reporting of IT related issues. This single point of contact requires the performance of triage on reported problems, collecting all necessary information, resolution of the end user problems by the service desk staff, or escalation of the issue to other NPS/contractor staff for resolution. The service desk will provide first line support (tier I and tier II support) to the end users that will include recording, troubleshooting, and providing solutions to end-user IT related issues involving NPS owned workstations, laptops, mobile devices, standard software and applications. A ticketing system will be used to record, manage and track the life cycle of end user IT related issues.

Historically the WASO IR Service Desk User Support Team has averaged about 20,000 contacts per year (either by phone or help desk ticket) with approximately 2,000 users supported. Ticket volume can generally be expected to increase whenever new technologies are deployed, when new equipment is purchased, or when old equipment is failing.

1. The Contractor shall ensure that the service desk is responsive to end user problems.

2. The Contractor shall develop a communications plan that outlines the procedures and feedback processes for the dissemination of information to customers and for the systematic gathering of feedback.

3. The Contractor shall appoint a dedicated team lead who will be responsible for directly managing all day to day operations and monitoring problems as they are reported for both service desk locations.

4. The Contractor shall record all calls into the NPS supported Service Desk Ticketing system.

Service Desk employees are responsible for recording required data (Customer contact information, issue to be addressed, etc.) for each call.

5. The Contractor Service Support staff shall accept, troubleshoot, triage and prioritize all support requests and then collect, document and store (knowledge database), and present information to agency users via the Service Desk Ticketing system. Referenced information to include in the support ticket will include, Policies, Procedures, technical information, Frequently Asked Questions (FAQ), and contact information.

6. The Contractor shall research technical documentation, determine the urgency, provide instruction to the user, and either close the ticket or escalate the call.

7. The Contractor shall monitor the escalated tickets to insure they are being resolved according to defined SLAs and completing/closing tickets timely. Reminders and notifications to NPS Supervisor may be required.

8. The Contractor Service Support staff shall assist in the maintenance and update service desk technical reference information, support communications and the Knowledge management database. The documentation shall also include, NPS support links, technical information, alerts, scheduled maintenance, Frequently Asked Questions (FAQ), and contact information. The Service Support personnel shall notify the government team lead when data becomes outdated and coordinate the updating of the documentation.

9. The Contractor shall make every effort to resolve all issues at the time of ticket acknowledgement. This will be the initial method for resolving issues at the lowest possible tier level before escalating the ticket for additional support.

10. The Contractor shall log and assign priorities for all requests not resolved at the time of the call as defined by internal NPS policies and procedures based on specific definitions.

11. The Contractor shall adhere to the NPS ITSM operating procedures and any existing service level agreements.

12. The Contractor shall review and escalate any negative Customer complaints to the COR with full ticketing information and tracking of all e-mails associated with the ticket.

13. The Contractor shall be prepared to adjust workloads when new products, applications, system configuration changes, and security enhancements that are approved and released. The Contactor shall attend project meetings and training sessions when new products and applications are rolled out.

14. The Contractor shall provide monthly service level metrics reporting for all areas of support and as agreed upon by the Task Supervisor and COR.

15. The Contractor shall analyze, document and monitor the status of all Tier 1 and 2 incidents and provide reports within 15 minutes of the identification of an active incident to the Federal Manager. Timeframes and escalation to other government officials is to be documented within the incident reports.

ANTICIPATED WORKLOAD TO SUPPORT TASK 2.4.1 Based on historical data, this requirement is expected to require four (4) FTE Help Desk Support Services Specialist - Senior, ten (10) FTE Help Desk Support Services Specialist - Intermediate, and two (2) FTE Help Desk Specialists - Associate level.

All Contractors shall be A+ certified at a minimum.

2.4.2 NPS DATA CENTER MANAGEMENT

2.4.2 Background: The current Reston and Denver environments consist of approximately forty-five (45) racks distributed across eight (8) rows with approximately 11,000 square feet of datacenter floor space (between the two geographically separated data centers), in addition to an expanding Azure Infrastructure as a Service (IaaS) environment that currently supports Active Directory, Citrix XenApp and XenDesktop for approximately 250 users. The current on-premise environment is heavily virtualized with approximately 60 virtual hosts that support approximately 1000 virtual guests which include Linux and Windows OS platforms. There is approximately 400 physical servers and network equipment that support various applications. There are approximately 70 different SAN arrays; which support both Production, Development, and Test environment comprised mostly of a large heterogeneous Virtual Environment distributed across multiple large SAN units to include Dell Compellent and EqualLogic. The Reston Data Center, Denver Data Center, and cloud footprint are expected to expand to approximately 90 fully populated racks, partly due to DCOI mandates requiring the closure of numerous Park data centers and a growing private cloud presence that will service all of the NPS. The NPS Enterprise Data Centers (Reston, Denver, and private cloud) customers are spread across the United States and support is required between 6:30 am to 9:00 pm ET with the option of call-back for work requiring physical facility presence.

The Contractor will assist the government with developing and implementing innovative solutions resulting in a stable and cost-effective operational environment, which must support agency systems, applications, and their underlying databases in a current state.

The general scope is to provide operational and engineering support to the Reston, Denver, and Cloud Data Centers (NPS Data Centers). The Contractor shall collaborate with Government staff to ensure all activities are well coordinated and integrated with other NPS Data Centers, and that replicated or overlapped efforts do not occur.

1. The Contractor shall support all hardware, software, and data center needs. The NPS data centers support all NPS parks within the United States which could require support after normal business hours and weekends.

2. The Contractor shall be responsible for work assignments associated with daily operations, new technology, project management, cyber security, authorization and accreditation, software/hardware upgrades, hardware installation, routine maintenance, firmware upgrades, monthly/quarterly patching, external and internal interfaces, production application bug fixes, documentation development, and system design/architecture creation.

3. The Contractor must ensure staff members have the necessary skills to develop documentation to include: As-Is, To-Be, installation and configuration guides, procedure documents, project and requirements documents, technical guides, security plans, authorization and accreditation documentation, and other technical documentation as needed. The Contractor must be able to compose and analyze data center and enterprise level Continuous Diagnostic Mitigation (CDM) reports to develop meaningful, accurate and current data center configuration items (CI).

4. The Contractor shall provide the following services at a minimum, which could include signed policies, procedures, and processes:

● Provide comprehensive network, system and database administration services for all NPS Enterprise Data Centers.

● Provide IT engineering and administration.

● Support IT security requirements across a broad spectrum of platforms and applications and facilities.

● Provide information assurance, disaster recovery, and continuity of operations support.

● Provide commissioning and decommissioning support for hardware appliances.

● Provide level 1, 2, and 3 support to include troubleshooting the system related issues with the user base and developers. Level 1, 2, and 3 support are defined as:

● Level 1 -- Identification and acknowledgment of incidents, first point of contact, diagnosis, escalation, and resolution.

● Level 2 -- First point of escalation. Takes ownership of incidents where subject matter expertise and experience is required for diagnosis and action.

● Level 3 -- Resolution requires a component change -- (e.g. coding change, hardware replacement, vendor support, etc.).

Description of Sub-Tasks:

Sub-Task 2.4.2.1 – On-Prem Infrastructure Support:

The Contractor shall provide level 1, 2, and 3 support to include troubleshooting data center related issues with system users, application owners, and data center customers; troubleshooting problems, to assist in the resolution of problems that cannot be dealt with by the application owner.

The Contractor shall use the ticketing system identified by the government for documenting all support to include incidents and requests. The Contractor will provide data center services to all NPS locations that have applications, data and/or infrastructure currently in or scheduled to be moved to the Reston Data Center, Denver Data Center and or Public/Private Cloud solutions (which will be referred to as NPS Data Centers). Support services include business continuity recovery support and reconstitution for system failure or declaration of an emergency by the system business owner or the NPS Associated Chief Information Officer (ACIO).

1. The Contractor shall help to develop and follow the disaster recovery plan in support of this requirement and will conduct tests in accordance with NPS policy. Where applicable, the Contractor will conform to the terms and conditions of any Service Level Agreements (SLA) that may be included with the baseline service.

2. The Contractor will be responsible for the installation, configuration, maintenance and surplus of data center infrastructure to include racks, servers, PDU’s, appliances, storage, network, and cabling based on Data Center and other government standards.

Sub-Task 2.4.2.2 Network Administration:

The Contractor shall bring extensive knowledge and experience in network administration in configuring system accounts, system settings, and tune system parameters for various network devices to include switches, routers, load balancers, Intrusion Detection Systems, network monitoring, external/internal Domain Name Service (DNS), Virtual Private Network (VPNs) (to include Cloud technologies) and firewalls.

The Contractor shall apply this knowledge in providing system administration support across all supported systems and environments.

The Contractor shall provide support to perform the routine tasks required to manage the network infrastructure located in Reston, Main Interior, and associated WASO locations that are within the Capital Region. Routine tasks are listed below:

• Test connections between hosts.

• Monitor and manage NPS owned network infrastructure.

• Provide firmware and upgrades to devices to maintain a secure and compliant posture in accordance with the Authorization and Accreditation (A&A).

• Assist in Tier 1/2/3 support issues.

• Initiate change requests with the appropriate NPS and Department of Interior (DOI) groups to support connectivity between NPS identified Parks’ and the NPS Enterprise Data Centers; perform the same function for NPS Enterprise Data Centers owned connectivity requests through the NPS Configuration Control Board (CCB).

• Participate, as needed, in NPS CCB to help determine potential impact to the NPS Enterprise Data Centers connectivity in the network.

• Provide comments and recommendations on proposed CCB changes.

• Assess the outcomes of network changes and provide this feedback to the Data Center Manager.

• Work with NPS to integrate connectivity required to enable NPS stakeholders to securely connect to the data center systems.

• In-depth knowledge with cloud technology, design, implementation, and remote management.

• Manage external and internal DNS.

• Configure, manage, and implement network monitoring tools.

• Assist with the implementation of the necessary defined security controls as they relate to the NPS infrastructure in accordance with the government Cyber Security Assessment and Management (CSAM) systems.

• Assess outcomes of vulnerability scanning to include the development and implementation of corrective actions to remediate vulnerabilities’ as defined by the Government (if corrective action cannot be taken due to system requirements, the Contractor shall provide sound reasoning to the ISSO for the development of the risk acceptance or Plan of Action and Milestones (POA&M) documentation.

• Conduct research and make expert recommendations on new network infrastructure upgrades/optimization.

• Develop detailed documentation of existing and future network environment(s) to include providing input on new technology/projects.

• Active monitoring of data center managed networks to include (Main Interior Building, Denver, and Reston).

• Aid when requested to off-site locations when necessary at the direction of the government.

• Provide technical assistance as requested to the WASO Service Desks.

• Perform end user port activations and patching.

• Wired network installation, management, monitoring, and maintenance.

• Updating network documentation and diagrams.

• Switch installation and configuration.

• Performing firmware upgrades on the network devices.

• Perform patch management and vulnerability mitigation as needed.

Sub-Task 2.4.2.3 - System Administration:

The Contractor will bring extensive knowledge and experience in systems administration in configuring and tuning of systems (including: Windows, Oracle, SQL, Microsoft Hyper-V, PowerShell scripting and Linux servers) for the NPS Data Centers. The Contractor will also bring extensive knowledge and expertise regarding enterprise SQL and Oracle database systems for all NPS data centers. The database experience will range from failover clustering, storage management, patch management, user permission security, and instance creation.

The Contractor shall apply this knowledge in providing system administration support across all supported systems and environments including servers, databases, network devices, and storage components. The supported environments include production, disaster recovery, test, and development.

The Contractor shall provide support to perform the routine tasks required to support system administration requirements. Routine tasks to meet the system administration requirements are listed below:

Create and implement scripts in an enterprise environment to include, scripting for:

● Hyper-V administration.

● Failover cluster administration.

● Windows server administration.

● Unix/Linux/Ubuntu administration.

• Manage virtual machines to include:

● Creating, configuring, and maintaining virtual machines in a failover cluster environment.

● Automating where possible the creation and management of virtual machines.

● Plan, configure, and maintain hyper-converge infrastructure according to manufacture and industry best practices.

• Create automation for repeating system administration tasks.

• Assist in Tier 1/2/3 support issues.

• Create and maintain well written and easy-to-understand documentation for new and existing system processes and configurations with minimal oversight.

• Plan, configure, and maintain Dell SAN arrays in accordance to vendor best practices.

• Install, configure, and maintain Windows server, hardware, operating systems and features in accordance to vendor best practices.

• Install, configure, and maintain Linux and Oracle hardware, operating systems, and features in accordance with vendor best practices.

• Create technical documentation to include Service Level Agreements, As-Is, To- Be, and Continuity of Operations/Disaster Recovery with minimal oversight.

• Recommend and provide technical expertise and assistance with planning, configuring, and implementing new technologies related to storage, compute, and backup technologies.

• Configure and maintain backup technologies to include backup software, reporting, LTO tape libraries, backup to disks, and backup to cloud integration.

• Provide In-depth knowledge with cloud technology, design, implementation, and remote management.

• Assist with the implementation of the necessary defined security controls as they relate to the NPS infrastructure in accordance with the government Cyber Security Assessment and Management (CSAM) systems.

• Assess outcomes of vulnerability scanning to include the development and implementation of corrective actions to remediate vulnerabilities’ as defined by the Government (if corrective action cannot be taken due to system requirements, the contractor shall provide sound reasoning to the ISSO for the development of the risk acceptance or Plan of Action and Milestones (POA&M) documentation.

• Perform adding, modifying, and deleting access rights granted to system and application users of the information system. This includes user account management and periodic administrative tasks as defined in the NPS Access Control Policy and Procedures.

• Assess the new system or application requirements for security implications.

• Perform patch management and vulnerability for physical and virtual machines and firmware updates for physical servers.

• Perform routine backups of failover SQL cluster.

• Perform routing storage management for failover SQL cluster.

• Assist in Tier 1/2/3 support issues.

• Perform patch management and vulnerability mitigation of failover SQL cluster nodes and SQL software.

• Perform instance creation/modifications.

• Perform user management (create/delete/ modify/quotas).

• Design, configure, implement, and maintain failover SQL cluster hardware and software configurations per manufacturer and industry best practices.

Sub-Task 2.4.2.4 – Information System Security Officer (ISSO):

The Contractor shall bring extensive knowledge and experience in delivering security administration support to the data center which includes incident reporting, planning, standards compliance, platform configuration management, cyber security vulnerability tracking (to include coordinating with customers and creating artifacts showing compliance), and the secure user access and management processes for the NPS Enterprise Data Centers.

The Contractor ISSO shall have experience creating and submitting an Assessment & Authorizations (A&A) package and all related documents.

The Contractor ISSO Knowledge of hybrid (on-premise & cloud) data center environments to include evaluation and guidance on security control implementation on network, storage, server (Windows, Linux, Oracle) and platform (Microsoft Hyper-V and Azure Preferred). Working with and supported by NPS security personnel.

The Contractor shall work with and be supported by NPS security personnel to perform the following tasks to meet the Information System Security Officer requirements:

• Responsible for the mapping and implementation of the necessary defined security controls as they relate to the NPS infrastructure on NPS owned devices in accordance with government identified General Support Systems (GSS) and Subsystems.

• Develop, implement and maintain security related documents to include:

• System Security Plans (SSP).

• Risk Assessments.

• Risk Acceptance documentation.

• Security Impact Analyses.

• Contingency Plans.

• Incident Response Plans.

• Plan of Actions & Milestones (POA&M).

• Independent Security Assessment (ISA).

• Memorandum of Understanding (MOU).

• Service Level Agreements (SLA).

• Assessment & Authorizations (A&A).

• Provide input to auditors, to include providing artifacts to support current configurations.

• Assess existing systems, applications, tools in addition to existing security processes for security implications and recommend improvements to strengthen security posture based on assessment.

• Conduct continuous monitoring to include maintenance of current ATO, monitoring compliance, conducting assessments, conducting periodic scans, auditing events and review of audit logs, ensuring media is properly secured before transit or sanitized before disposal.

• Provide recommendations to the NPS on methods to minimize security impacts of new requirements, technologies in accordance with policies, federal laws & mandates.

• The Contractor will coordinate/facilitate meetings and regular interaction with System Owner, NPS IT Security personnel, data center personnel, change control board personnel and data center end users providing technical and non-technical security-based expertise, guidance and documentation.

• Develop, communicate and enforce security policies, procedures and safeguards for all systems and staff, based upon Data Center and other government standards.

ANTICIPATED WORKLOAD TO SUPPORT TASK 2.4.2 Based on historical data, this requirement is expected to require four (3) FTE Sr. Level Systems Admins and Four (4) FTE Intermediate level Systems Administrator.

2.4.3 – VIDEO CONFERENCING AND PHONE SUPPORT:

The WASO IR Support Services Division supports the NPS personnel at the Main Interior Building located at 1849 C Street, NW, Washington, DC, the USGS Powell Building at 12201 Sunrise Valley Drive in Reston, Virginia, the Denver Federal Center at 12795 W. Alameda Parkway in Lakewood, Colorado 80228, and the Accounting Operations Center (AOC) at 13461 Sunrise Valley Drive in Herndon, Virginia. Contractor staff have historically augmented the services provided by the division.

The total contractor staff historically supporting the WASO IR Support Services Division has been 3 FTE.

The WASO IR Support Services Division provides IR Support Services to both NPS and Non-NPS customers. The Division provides support for IR Telecommunications to include, WASO Voice and Voicemail Services, enterprise Video-Teleconferencing, Nationwide Cellular procurement and contract management, and GSA Telecommunications programs service-wide management.

Sub-Task 2.4.3.1 – WASO Voice and Voicemail Support

The NPS IR NITC is responsible for the service-wide management of GSA telecommunications support programs, primarily Networx, interfacing with the Regional Designated Agency Representatives (DARS) to ensure efficient implementation of telecommunication services to all parks and offices. Additionally, NITC provides telecommunications service (local telephone) to the Headquarters' offices located at the Main Interior Building (MIB), the Denver Federal Center at 12795 W. Alameda Parkway in Lakewood, Colorado 80228, the 12201 and 13461 Sunrise Valley Drive, Reston, VA locations, Academy Place Building located at 7333 W. Jefferson Ave, Lakewood, CO, and the HROC Building at 66 Van Gordon, Lakewood, CO facilities. This includes coordinating services for, and acting as a liaison on behalf of, all NPS personnel at MlB to maintain and provide telecommunications services support. At the MIB, 12201 Sunrise Valley Drive, Reston, VA and the 12795 W Alameda Parkway, Lakewood, Colorado locations the primary telecommunications service is the management of the Avaya Aura Communication Manager (CM) version 6.4 PBX switch that provides services to the employees at the specified location. A similar Avaya Communication Manager (CM) switch provides comparable telecommunications services to the AOC at the 13461 Sunrise Valley Drive facility. Telecommunications management includes managing voice mail, connecting new telephones to the systems, and providing telecommunications help desk services to all staff. The NITC also provides high-quality wireless (cellular) services to the Senior Headquarter staff located at MIB, using current technology, on a priority response. The telecommunications support task entails effective and timely execution of various sub-tasks performed to assist NITC staff providing telecommunications support to NPS organizations. The Telecommunications Program supports 1,992 VoIP users.

1. The Contractor shall develop system database requirements for the NPS telecommunications inventory. This will include review of existing technology and telecommunications hardware and software and recommendations to the management regarding communications requirements and allocated budgets.

2. The Contractor shall provide technical knowledge to the NPS telecommunications team on issues, technology, and…