Draft_Performance_Work_Statement.pdf

U.S. ENVIRONMENTAL PROTECTION AGENCY (USEPA), REGION 5

Performance Work Statement (PWS)

Information Technology Support Services (ITSS)

Resource Management Division, Information Management Branch

10/15/2015

Region 5, ITSS includes Telecommunications, Help Desk, Database Administration, Windows Servers, and

Storage Area Network Systems Administration, Wireless Local Area Network, Laboratory Information

Management Systems, Computer Security, and Great Lakes National Program Office technical support.

Table of Contents

SECTION 1: INTRODUCTION

General Information:

1.1. General

1.2. Responsibilities

1.3. Place(s) of Performance

1.4. Performance of IT Services to Support EPA Emergencies

1.5. COOP (The Continuity of Operations Plan)

1.6. Hours of Normal Operation

1.7. Travel

1.8. Quality

1.9. Key Personnel

1.10. Security and Privacy

1.11. Environmental, Energy, and Economical Performance

SECTION 2: ACRONYMS AND DEFINITIONS

SECTION 3: GOVERNMENT AND CONTRACTOR PROPERTY

3.1. Government Owned Contractor Operated (GOCO) Property

3.2. Contractor-Furnished Property (CFP)

SECTION 4: TASK 1, VOICE/DATA TELECOMMUNICATIONS SUPPORT

4.1. Voice and Data Telecommunications Operations Support

4.2. Administrative and Support Functions for Telecommunication Operations:

4.3. User Support Services:

4.4. Regional (Locator) Telephone Directories, VoIP Database and Audio Visual Equipment:

4.5. Audiovisual Equipment:

SECTION 5: TASK 2, NETWORK INFRASTRUCTURE SUPPORT

5.1. General:

5.2. Data Backup and Disaster Recovery Tape Support

5.3. Disaster Recovery Backup Tape Support

5.4. Local Area Network (LAN) Equipment Operation and Maintenance:

5.5. Wide Area Network (WAN) and LAN Connectivity Support

5.6. Servers and Virtual Infrastructure Administration Support

5.7. SAN and NAS Systems Administration Support

SECTION 6: TASK 3, REGION 5 3-HELP DESK AND END POINT DEVICE SUPPORT

6.1. 3-HELP Desk

6.2. End Point Device Support

6.3. GFE Computer Image Support

6.4. Computer Training Rooms, Self Learning Information Center and Conference Center

6.5. Regional Printer/Multi-Function Devices Support & Maintenance

6.6. Electronic Information Technology (EIT) Remote Support for Users with Disabilities

6.7. Mobile Device Suppor

SECTION 7: TASK 4, DATABASE ADMINISTRATION SUPPORT

7.1. Database Administration

7.2. GIS, Scientific and Division-Specific Applications Support

7.3. Laboratory Information Management System (LIMS) Support and Maintenance

SECTION 8: TASK 5, COMPUTER SYSTEMS AND NETWORK SECURITY

SECTION 9: TASK 6, EXTERNAL NETWORKS TECHNICAL SUPPORT FOR GREAT LAKES NATIONAL

PROGRAM OFFICE (GLNPO)

9.1. Technical Infrastructure Overview

9.2. General Requirements

9.3. IT Hardware, Software and User Support for the GLNPO Networks

9.4. Administration of the GLNPO Networks

9.5. Implementation and Assessment of GLNPO Networks’ Security

9.6. Constraints

SECTION 10: STANDARDS AND REFERENCES

SECTION 11: WORK REQUESTS

SECTION 12: DELIVERABLES

SECTION 13: QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

APPENDIX A: GENERAL POSITIONS

APPENDIX B: HARDWARE/SOFTWARE ENVIRONMENT

APPENDIX C: WORK REQUEST FORM

APPENDIX D: TELECOMMUNICATION SERVICE REQUEST FORM

SECTION 1: INTRODUCTION

(a) The United States Environmental Protection Agency (EPA), Region 5, located in Chicago, Illinois, requires IT support services including telecommunications, help desk support, database administration, Microsoft Windows servers and Storage Area Network (SAN) systems administration, scientific and division-specific applications, Local Area

Network (LAN), Laboratory Information Management System (LIMS) support, computer security, and Great Lakes

National Program Office (GLNPO) technical computer support. Region 5’s areas of responsibility include the states of

Illinois, Indiana, Michigan, Minnesota, Ohio and Wisconsin. The Resources Management Division’s Information

Management Branch (IMB) is responsible for all enterprise computing in Region 5, including telecommunications, systems and administrative support for all regional and national computer systems used in Region 5.

(b) Currently, U.S. EPA, Region 5 offices uses approximately 1600 personal computers of various makes and models.

Refer to Appendix B for a current list of the PC and printer makes and models. As technology advances are made, new equipment of varying makes and models are acquired by the government during the contract period of performance.

(c) EPA Region 5 delivers IT services, support and programs in accordance with U.S. Federal and Agency guidance, policies and regulations. Refer to Standards and Reference Section.

(d) The EPA Information Technology (IT) service delivery is evolving. The Agency is implementing a centralized, managed service Enterprise Voice Service (EVS) and plans on implementing the centralized, managed service Enterprise

Network Service (ENS) during fiscal year 2016. The EPA Cyber-security program is evolving to address ongoing threats.

Initiation of these services will modify the support required at the local level and could subsequently modify support required under this contract.

General Information:

1.1. General: The contractor shall provide all labor, supervision and transportation necessary to perform Information

Technology (IT) services and support as defined in the PWS under the following categories: Telecommunications (Voice, Video and Data), Network Services, Help Desk/Hotline and Personal Computer Systems and End User Support, Database

Administration, Microsoft Windows File Server and Data Storage Systems, Computer Desktop and Network Security, and

Great Lakes National Program Office (GLNPO) Systems.

1.2. Responsibilities include support for the entire EPA Region 5 IT environment, including network connectivity from the EPA Wide Area Network (WAN) core switch through the Local Area Network (LAN) to Region 5 employees, all network attached equipment such as printers and personal computers, Voice over Internet Protocol (VoIP) systems, and all desktop or server based software that supports Region 5 employees in achieving EPA’s mission to protect human health and the environment. The scope of the PWS includes special regional needs such as office systems, emerging technologies, administrative support platforms, and compliance with Section 508 of the Rehabilitation Act.

1.3. Place(s) of Performance: The primary place of performance is the U.S. EPA Region 5 Office, located at 77

West Jackson Blvd; Chicago, Illinois 60604. In addition, the contractor shall provide support/services described in this

PWS to alternate, remote, and satellite offices listed below:

1.3.1. Chicago Locations:

EPA Chicago Regional Laboratory (CRL)

536 South Clark Street

Chicago, IL 60605

Criminal Investigations Division (CID)

300 South Riverside

Chicago, IL 60606

(Division will move to 77 West Jackson Blvd. Q3, FY’16)

1.3.2. Alternate Sites: Region 5 Disaster Recovery Site(s):

The addresses to these locations will be provided upon award.

Continuity of Operations Plan (COOP) Facility/Superfund Warehouse, Willowbrook, IL

Office of Superfund, Emergency Operations Center, Des Plaines, IL

1.3.3. Satellite Offices:

Grosse Ile, MI office

9311 Groh Road

Grosse Ile, MI 48138

Westlake, OH office

25089 Center Ridge Road

Westlake, OH 44145

Middleburg Heights, OH office

7550 Lucerne Drive, Suite 305

Islander Office Park, Building One

Middleburg Heights, OH 44130

Saginaw, MI office

804 S. Hamilton Street, Suite 3

Saginaw, MI 48602

1.3.4. Off-Site Reasonable Accommodation (RA) users’ residences: When required, the contractor shall provide all labor, supervision and transport necessary to perform Electronic Technology (EIT) services and support for approved RA employees with disabilities in their residences within the Region 5 geographical area, usually within the Chicago metropolitan area. Approximately less than 1% of our user base falls within this category.

1.3.5. Section 508 of the Rehabilitation Act of 1973, and the Architectural and Transportation Barriers

Compliance Board's Electronic and Information Technology Accessibility Standards at 36 CFR Part

1194. Contractor shall ensure all hardware and software supplied by EPA for installation to any location, on or off-site meet Section 508 and Agency standards and policies. (Refer to Standards and Reference Section).

1.4. Performance of IT Services to Support EPA Emergencies.

1.4.1. Support for Emergency On-site Services: In the event of an emergency, Region 5 may request and prioritize the requirements for IT services and support as warranted by a situation which stemmed from a full spectrum of man-made, natural, or technological emergencies. The actual requirements will be identified and outlined by the PO and/or Alternate Project Officer (APO) through the issuance of a Work Request. A

Regional Work Request will be provided to the contractor outlining the IT services and IT support required.

1.4.2. Support for Emergency Response off-site support. On occasion, IT off-site support maybe requested during an emergency response event within the regional six-state area, such as the Kalamazoo Oil Spill.

These visits are required according to need and extent of the situation. The actual requirements will be identified and outlined by the PO and/or APO through the issuance of a Work Request. Any services required will be comparable to the services performed in the main Regional office.

1.5. COOP (The Continuity of Operations Plan):

1.5.1. The COOP provides guidance and procedures that allow EPA Region 5 to continue or rebuild essential operations in the aftermath of an emergency. This Plan applies to the full spectrum of man-made, natural, or technological emergencies. The provisions of the COOP are applicable to all EPA, contractor, and grantee personnel, and any other Federal personnel with EPA as their duty station. This Plan covers IT provisions for

EPA locations at U.S. EPA Region 5 Chicago Regional Office, the EPA Chicago Regional Laboratory (CRL), the Criminal Investigation Department (CID), and the Superfund Division’s Emergency Operations Center which will all be located in Des Plaines, IL.

1.5.2. EPA Region 5 will require contractor services to support the COOP. The contractor shall submit a Work

Plan within 30 days after contract award, which at a minimum, addresses:

1.5.2.1. Contractor’s internal structure to respond to an emergency activation, including; identifying contractor management who can be reached at all times.

1.5.2.2. Quantities and cost of labor and travel and miscellaneous items to provide telecommunications and related services.

1.5.3. The primary reference for the COOP and similar activities within the Federal government is Homeland

Security Presidential Directive- 20 (HSPD-20), dated May 9, 2007, and the Federal Continuity Directive 1

(FCD-1), dated February, 2008. EPA Order 2030.1A, dated April 27, 2005, establishes Agency policy with regards to COOP. A copy of this Order will be provided to the contractor upon contract award.

1.6. Hours of Normal Operation: Central Daylight Time (CDT)

1.6.1. The Region 5 Network Operations Center (NOC) support hours shall be Monday through Friday from 6:45

AM -5:00 PM (CDT).

1.6.2. The Regional Hotline/3Help Desk support hours shall be Monday through Friday from 6:45AM - 5:00 PM

(CDT).

1.6.3. The GLNPO external LAN support hours shall be Monday through Friday from 6:45AM - 5:00 PM (CDT).

1.6.4. The production hours to support for all other contract tasks/subtasks will normally, be Monday through Friday from 8:00 AM - 5:00 PM (CDT). If tasks are required to be performed outside the normal core EPA hours or days, the Project Officer can approve the deviation in days or hours but the core 40 hours per week must be maintained.

1.6.5. Holidays: The Contractor shall provide coverage Monday through Friday, excluding Federal holidays. In addition to all Federal holidays listed in LOCAL CLAUSES EPA-H-42-103 TEMPORARY CLOSURE OF

EPA FACILITIES, the government may observe any day designated by the EPA Region 5 Regional

Administrator, Executive Order, or President’s Proclamation as a Federal Holiday. In the event the Chicago regional office is closed early (Known as early dismissal), the Project Officer and the Contractor will mutually agree if an early dismissal of contractor personnel will be authorized.

1.7. Travel:

1.7.1. The contractor may be asked to travel to perform contract tasks in all locations mentioned in Section 1.2 and its subparagraphs. The contractor is required to obtain government rates for travel lodging and airfare. The contractor will not be reimbursed for costs exceeding the Federal Travel Regulation limits without clear justification in writing to the PO for express approval from the Contracting Officer.

1.7.2. The contractor shall travel to the satellite offices when required and only under the job descriptions for a work request with the approval of a TM to provide Data (PC Installations, software repairs/upgrades, etc.), and

Telecommunication (voice) support.

1.7.3. EPA may require the contractor to attend U.S. EPA meetings, industry conferences, seminars, etc. This travel may be at the national level and will be at EPA discretion. It may also include travel within the local commuting area.

1.7.4. Before travel begins, the contractor shall submit an estimate of costs to the EPA Project Officer, or ATO.

After the trip, the contractor will present actual trip costs as recommended in Travel Guidelines and Policies documents noted in the Standards and References Section of the PWS. The EPA Project Officer may authorize related travel under $3,000; the Contracting Officer is required to approve any costs exceeding

$3,000. For all travel, the contractor shall submit supporting documentation.

1.8. Quality:

1.8.1. Quality Plan: The contractor shall establish and maintain a complete Quality Plan. The purpose of the

Quality Plan is to identify the processes, techniques, and tools that will allow the contractor to meet or exceed the performance requirements identified in the PWS. At a minimum, the plan shall include the contractors approach and ability to ensure consistent standards of operations in the accomplishment of each PWS task, all applicable internal management controls, and identification of the roles and responsibilities of personnel responsible for quality control.

1.8.2. Government Quality Assurance Surveillance Plan: The government will monitor and evaluate the contractor’s performance under each task in accordance with the PWS performance standards identified in the

Performance Matrix located in the Quality Assurance Surveillance Plan Section of the PWS.

1.9. Key Personnel:

On-site Manager: The contractor shall provide an Onsite Manager responsible for all of the work performed under this contract, be the primary point of contact for the EPA PO, shall assign contractor personnel to various projects and direct their activities, inform the PO regarding contractor performance and scheduling issues on all contract tasks and sub-tasks, and inform the designated IMB Task Manager(s) and PO regarding scheduling issues of specific tasks and/or subtasks.

1.10. Security and Privacy:

1.10.1. The contractor shall comply with the security policies established by EPA Region 5. The policies will be provided to the contractor upon contract award (Refer to Standards and References Section). The

Government requires contractor personnel to comply with Agency Personal Identity Verification Procedures

(Refer to Appendix), implemented by the Homeland Security Presidential Directive-12 (HSPD-12).

Contractor personnel will undergo Background Investigations by the Office of Personnel Management (OPM) to meet the security clearances required for the position they will hold. No contractor will be able to enter the office space until clearance is in place. (Refer to Appendix F)

1.10.2. Contractor personnel may have access to sensitive data in the performance of assigned work. Contractor staff are prohibited from releasing any information about EPA files, data processing activities, functions, user identifications, passwords or any other knowledge of EPA operations or data unless authorized by a designated EPA Contracting Officer. All contractor employees working on this contract are required to submit to background checks and sign confidentiality agreements to ensure sensitive data is not released.

Each contractor employee with access to sensitive and/or confidential business information data or systems, is required to sign a statement that they have been briefed, understood and will comply with EPA and Region

5’s security and privacy rules. The contractor shall submit the signed statements to the Project Officer within

30 days after award, after hire, or within three days of working with sensitive data.

1.10.2.1. The Contractor shall be responsible for compliance by its employees with the physical security requirement of locations where work is being performed under this contract.

1.10.2.2. Contractor employee orientation shall include a contractor conducted employee briefing of the

EPA provided policies with reoccurring six month reviews. New employees must be briefed within 30 days of employment.

1.10.2.3. All contractors will be issued an EPASS card which contains a photo ID and Personal

Identification Verification (PIV) chip which is required for access to Agency network authentication.

Selected Privileged Contractor Personnel including System Administrators and Tier 1 Help Desk

Technicians will also be issued Privileged User Cards (PUC) required for higher level system access rights.

1.10.2.4. For purposes of official contractor identification, contractor’s shall wear a compnay photo ID badge, use contractor email signature lines, and identify on phone they are contractors. The contractor shall provide company ID badges to incoming employee(s) upon entry on duty (EOD).

1.10.2.5. The contractor shall wear an EPA issued ID badge on their person in conjunction with the contractor ID badge, at all times when in EPA office space. The EPA PO will coordinate all EPA ID badge requests. Requests for EPA provided ID badges shall be requested three weeks before employee start date. ID badges will be issued by EPA upon authorized clearance.

1.10.2.6. The contractor shall utilize the U.S. EPA proper controls and procedures for all Information

Technology, Telecommunications, word processing, audio visual equipment and office equipment under this contract. (Refer to Standards and References Section)

1.10.2.7. The contractor shall be required to complete all EPA mandatory IT security training and other

Agency mandatory training, as well as, any other EIT training supplied and required by EPA for procedures and technical support.

1.11. Environmental, Energy, and Economical Performance:

The contractor shall comply with Agency and contractor specific Environmental Management System Plan and implement Environmental Preferable Practices, such as recycling and reuse. The contractor shall incorporate

Federal Acquisition Regulation Part 23 and Subpart 39.1 requirements for enabling power management, double-sided printing, other energy-efficient or environmentally preferable features on all agency electronic products, and best management practices for energy-efficient management of servers and Federal data centers. In addition to the contact award Environmental Management Plan deliverable, the contractor shall submit an annual report as indicated in the deliverables section of the PWS.

SECTION 2: ACRONYMS AND DEFINITIONS

Assistive Technology (AT): hardware and software provided to EPA users with disabilities to assist them in using

Information Technologies and general computer equipment.

Audio Visual Equipment: hardware and software installation, maintenance and support that includes Tandberg video teleconference equipment along with technology diverse A/V equipment.

Central Regional Laboratory (CRL): The CRL supports EPA Region 5 Divisions, Program Offices, GLNPO, and other

EPA offices to enhance environmental decision making by using information technology to collect, analyze, store, and disseminate laboratory data.

Cold Backups: Offline backups of Oracle databases, i.e., the databases are closed and not accessible.

Contracting Officer (CO): A “Contracting Officer” is a person with the authority to enter into, administer, and/or terminate contracts and make related determination and findings.

Database Administration: Providing system operation and maintenance of databases located both regionally and at EPA

Headquarters in Washington, DC or Research Triangle Park located in Raleigh, North Carolina. Relevant databases are upgraded via patches/files.

Disaster Recovery Backup Tape: Tapes that are used by the NOC operator to aid in the backup procedure for the Regional

Disaster Recovery process.

Electronic Information Technology (EIT): term used mainly with users with disabilities. It includes hardware, software and peripherals given to users to aid them in accessing Agency information. Example of EIT items are: keyboards, roller mice, telephones, printers, screen reading software, headsets, software magnifiers, CCTVs, monitors, etc.

Enterprise Network Service (ENS): ENS is a National service providing Agency-wide refresh, operation, and maintenance of network switches and other Agency standard networking equipment.

EPA Security Procedures-NOC: This is a sensitive security document and will be provided to the contractor after award of contract.

EPA White Paper Standard Configuration: Technical guidelines provided by EPA headquarters for regional compliance.

Enterprise Voice Service (EVS): Agency wide Telecommunication contract.

Federal Desktop Computer Configuration FDCC: A desktop configuration mandated by the government for all government computers with the current standard operating system

FTS 2000: Federal Telecommunications System – Phone System

GSA: General Services Administration

GIS: Geographical Information System

GIS, Scientific, and Division Specific Application Support: ORACLE database providing support for scientific user community both locally and nationally.

GLNPO: Great Lakes National Program Office

GLNPO EPA LAN Administrator: The GLNPO employee responsible for the Administration of the GLNPO experimental, external and research vessel Windows network operating systems.

GLNPO EPA IT Security Officer: The information security officer in GLNPO who is responsible for data security on

GLNPO’s experimental, external, and research vessel networks.

GLNPO-TM: Great Lakes National Program Office Task Manager – TPOC

Government Owned Contractor Operated Property: Property in the possession of, or directly acquired by, the government and subsequently made available to the contractor while performing work on a government installation.

Hot Backups: Online backups of Oracle databases, i.e., the databases are open and accessible.

Hotline/Help Desk: The Help Desk shall act as the single point of contact for routine user LAN, WAN, Desktop and telecommunication problems. The Help Desk shall support users in resolving problems and when necessary, make the appropriate referrals to EPA personnel for problem resolution.

IMB: Information Management Branch

IMB DESKTOP Technical Manager: IMB senior staff person responsible for managing the IMB Desktop functional area.

IMB DESKTOP Team: The IMB/Desktop Team is responsible for the overall management/deployment and service of

Regional desktop operating system images for all Region 5 sites.

ISDN: Integrated Service Digital Network

ISO: Information Security Officer

ISPF: Interactive System Productivity Facility

LAN: Local Area Network- Group of personal computers connected thru a Cisco Switch to a Server. This connectivity allows multiple users to share files and resources.

LAN Computer Services and Software: This is a requirement for the provision, and functionality of services and support within EPA’s hardware/software environment and field network control facilities, such as centralized LAN management facilities that monitor and control all types of telecommunications services. This includes desktops, servers, routers, data switches and similar network components, as well as software approved for use on EPA Data Networks.

LAN SA: Local Area Network System Administrator.

LIMS: Laboratory Information Management System. A commercial software package supporting the business processes of the CRL.

Major/Critical NOC Equipment failures: Equipment failures that affect the entire Region. The outage will be considered major/critical if not resolved within one hour.

Malicious programs: Viruses and other unauthorized programs harmful to the LAN.

MDM: Mobile Device Management App.

Microsoft Office Server Administration: Providing Microsoft Office Windows system support. This support is required at both the local and national levels.

Multiple Virtual Storage: Operator software used to cancel/purge/transfer/release/ or purge jobs

Network Attached Storage (NAS): A hardware appliance used for data backup and storage.

Network Operation Center (NOC) Operator console: Equipment that enables the operator to route, purge, print, and control output/input routed to and away from Region 5.

Nonstandard Software: Nonstandard software is defined as software not currently on the original image for the training room PC(s). This includes Internet downloads, demos, beta versions, EPA special purchased software, Non-EPA software, Headquarters updates, and any other software not provided by the Region.

OS: Operating Systems

Permissions: Appropriate level of rights assigned to users to access programs, files and directories.

Printer Pool: Extra regional printers that are utilized in areas where the existing printer is out of the area for repair.

Project Officer (PO): EPA employee who is responsible for oversight of the Regional Information Technology support

Contract.

Reasonable Accommodation (RA): EPA National program for employees with disabilities who have special computer related needs and require non-standard hardware and software to use Agency information.

Remedy: National HelpDesk Tracking Database. The Database is utilized by the contractor to generate Remedy tickets that are used to track all users’ problems and resolutions.

Remote User: Any EPA employee who is working at a location other than 77 W. Jackson Blvd. Chicago, IL 60604.

RDBMS: Relational Database Management System

Report Generation: Developing mechanism for providing data to Region 5 users and management.

RTP: Research Triangle Park (Headquarters of Computer Support)

SAN Systems Administration Support: Provide Storage Area Network (SAN) hardware and software support at both the local and national levels.

SDSF: Spool Display System Facility

Section 508 of the Rehabilitation Act: Section 508 of the Rehabilitation Act requires all electronic government information to be made accessible to users who use assistive technology.

SITS: Regional Software Inventory Tracking System

SLIC: Self Learning Information Center. The Region 5 IMB Desktop Team is responsible for providing services and hardware/software support for the Regional Computer Training Room and Self Learning Center (SLIC).

Task Manager (TM): The TM is the IMB Task Leader who interacts with the contractor to provide technical discussion or direction and Clarification of Work Requests.

Task Order (TO or Order): An order for services placed against an established contract.

Technical/Interchange Meeting: A meeting held between the EPA TM and the contractor. The contractor shall notify the

Project Officer of any meetings with the TM(s) before attending, via e-mail.

Technical Point of Contact (TPOC): The TPOC has diverse skills and expertise that can be shared with the contractor for a clarifying specific work request projects details. The TPOC work under the Project Officer or Task Manager responsible for the work request to keep the work flowing.

TSR (Telecommunication Service Request): A database used for Regional users to request through an approval system action requests for workstation moves, departures and new employees; requests will concern any IT workstation adjustment within the scope of Computer Support Contract.

United States Government Computer Baseline (USGCB): A desktop security configuration mandated by the government for all government computers with the MS Windows 7, or higher, operating systems.

Voice and Data Support: This involves the full range of voice, video, data, desktop, wireless and combined telecommunication services such as installing, configuring, testing, and providing user training as appropriate for any new telephone or voice processing equipment, service or applications that the Region currently uses or acquires.

VoIP: Voice over Internet Protocol

WAN: Wide Area Network Local Area Network- Group of personal computers connected thru a Cisco Switch to a Server.

This connectivity allows global users to share files and resources.

Windows 7 or Windows 8 or Windows 10: Active Desktop Operating Systems

Work Request Form: The Work Request Form is used to initiate all contractor work assignments. On this form the requestor will include a description of the work to be performed, expected deliverables, schedules or priorities to be followed, acceptance criteria, and delivery instructions. The EPA Project Officer will retain all original Work Request

Forms for Government review. An electronic copy and a hardcopy of the Work Request Form will be provided to the On-

Site Manager. The On-Site Manager shall retain this copy.

Workforce Development Team: The Workforce Development Team schedules training and conferences in the 12th floor conference rooms. The Workforce Development Team will create a Help Desk ticket if IT services are required for software and hardware installation to ensure the class can be conducted properly.

XACTA: A tool which supports the National Institute of Standards and Technology's (NIST) Special Publication 800-53, and the Office of Management and Budget's requirements for reporting under FISMA.

SECTION 3: GOVERNMENT AND CONTRACTOR PROPERTY

3.1. Government Owned Contractor Operated (GOCO) Property: The government will provide the facilities, equipment, materials, and services listed below. Contractor will be required to inventory the equipment provided to their staff during the transition period, as well as, inventory this equipment at the close of the contract as described in the

Deliverables Section of the PWS.

3.1.1. Government Owned Contractor Operated Property: The government will provide equipment, materials, services, and utilities listed hereunder. This includes an electronic storage space for work related documentation required for the performance of work. The government retains the right to inspect, inventory, or audit any Government Property utilized by the contractor. All government property shall be used exclusively for performance under this contract. For current list of equipment refer to Appendix B; as commercial technology advances, government equipment may change.

3.1.2. Government Furnished Facilities: The government will provide office space and a limited amount of space for the storage of U.S. EPA spare equipment and mandatory files. The government will provide hardware/software, computer access, local and long distance desktop/workstation telephone service, and limited reproduction equipment.

3.1.3. Government Property: Prior to and upon completion or termination of all work requirements stated in this contract, the Contractor shall return any keys, access cards, ID cards and badges, and other government accountable property incidental to the place of performance, to the Project Officer or his/her authorized designee. The contractor shall complete an exit form, with all the necessary signatures, upon completion or termination of the work requirements ordered. The contractor shall obtain property pass documentation to remove and return EIT equipment to 77 W. Jackson Blvd, Chicago, primary location.

3.1.4. Access to EPA employees: The contractor shall coordinate with the U.S. EPA Project Officer if access to

EPA personnel other than those noted by the TM in this PWS is required in order to complete a task, otherwise specification will be made in the Work Request.

3.2. Contractor-Furnished Property (CFP): The contractor shall provide their employees with all office supplies and equipment necessary to effectively perform their job responsibilities. (Examples of supplies and equipment include, but are not limited to, cellphones, pens, paper, staplers, pencils, non-government provided printers, diskettes, fax machine, CDs, DVDs, etc.).

SECTION 4: TASK 1, VOICE/DATA TELECOMMUNICATIONS SUPPORT

4.

4.1. Voice and Data Telecommunications Operations Support: The U.S EPA is migrating to two centrally managed IT services during fiscal years 2016 and 2017. The Enterprise Voice Service (EVS) will provide a central, managed service for all voice communications, including an enterprise Avaya platform with Aura messaging. EVS will be very similar to the voice managed service that is currently operated jointly in Regions 2, 3, 4 and 5. Implementation of EVS began in mid-fiscal year 2015 and will complete in mid FY 2016. The

Enterprise Network Service (ENS) will provide a centralized managed service for all EPA Local Area Networks

(LANs), including all network equipment, installation, operation and maintenance and design from the location’s core network switch to the LAN distribution closets. Implementation of this service will begin in mid-fiscal year

2016. Region 5 will utilize these managed services and expects to see a reduction in local support for these related functional areas under this requirement.

4.1.1. The contractor shall provide ongoing voice and data telecommunications operations support, including support for installation/maintenance and moves/adds/changes work, at any EPA Region 5 location. The EPA will order all adds, moves, changes, and requests for maintenance and repair via the EPA Telecommunication

Service Request (TSR) referenced in Appendix D. The contractor shall notify the PO and TM (s) via e-mail of any meetings before attending.

4.1.2. The contractor shall install and maintain telecommunications equipment, performing routine and emergency maintenance and coordinating maintenance and repairs with vendors. The standard demark for support of this task will be from the Region 5 LAN closets to the employee desktops.

4.1.3. The contractor shall provide centralized telecommunications infrastructure support with emphasis on voice, video, personal computer (PC) desktop, data and cabling services, from the demark in the LAN closet to the employee desktop. For all projects, the government will provide:

4.1.3.1. All components of building wiring plant (i.e., cable, connectors, closet hardware, conduit, etc.);

4.1.3.2. All telecommunications materials and supplies;

4.1.3.3. Office computing and local area communications parts, spares, software and ancillary items, and warranty services, if required;

4.1.3.4. Local area communications circuits leased from carriers for use in meeting Agency telecommunications requirements; and/or

4.1.3.5. Major telecommunications system components including voice processing systems, hubs, routers, data switches, servers, conferencing bridges and other telecommunications and data processing equipment required for the operation and maintenance of communications networks.

4.2. Administrative and Support Functions for Telecommunication Operations:

4.2.1. The contractor shall provide routine administration and support functions related to ongoing telecommunications operations. A weekly support and summary of all work expected, completed or started shall be provided to EPA as indicated in the Deliverables Section of the PWS. A monthly summary report shall be provided to EPA of all activity done under this task with statistics and written narratives.

4.2.2. The contractor shall monitor usage and capacity of the telecommunications equipment and requirements on a continuous basis to ensure quality of service.

4.2.3. The contractor shall verify the operation of the system, and all features, including call routing, programmed features, and alarm indicators and coordinate between any telecommunication service providers to ensure quality service.

4.2.4. The contractor shall update and maintain EPA Region 5's Telephone Inventory System. This system provides an accurate record of phone lines, Internet Protocol (IP) addresses for Voice over Internet Protocol (VoIP) phones, equipment, and services. This requirement shall include reconciling line inventory with the GSA, VoIP managed service provider and local/long distance service providers. A telephone inventory listing and

VoIP address listing shall be provided on an as-needed basis.

4.2.5. The contractor shall support GSA FTS (Federal Telecommunication System), and VoIP managed service provider ordering process by maintaining support documentation when required for voice, video, data, and combined telecommunications services.

4.2.5.1. The contractor shall respond to telecommunications service orders, coordinate all work to complete the installation process, and wire EPA-occupied buildings. The majority of the work will be moves/adds/change administration. The types of telecommunications services the contractor is required to configure and implement are telephone and voice processing services. (See Place of Performances, for information about the locations where work may be performed.)

4.2.5.2. The contractor shall be responsible for level 1 support tasks for telephone service including moving phones within the location, adding new phones to the system, and making changes to existing phones.

This also includes all quarterly scheduled maintenance or other maintenance as needed. The contractor shall escalate more difficult problems to the VoIP managed service contract provider, level 2 support group.

4.3. User Support Services:

The contractor shall provide user support services, including user instruction and when required, research usage records for patterns of abuse.

4.3.1. The contractor shall participate in technical meetings, conferences and provide instructional guidance on telecommunications systems and equipment relating to voice, video, and data communications.

4.3.2. The contractor shall support operating the VoIP managed service voice mail equipment, voice processing system, and related power systems at EPA’s Region 5 offices and field sites under the guidance of EPA and

National Telecom contact. The contractor shall provide routine and emergency maintenance services for the

Voice mail system located at any Region 5 location including the NOC.

4.3.3. The contractor shall provide user support in configuring select EPA telephone features at user’s desk or VoIP administrative console.

4.3.4. The contractor shall provide service verification, installation, coordination and related reporting services when necessary, and requested.

4.3.5. The contractor shall research solutions for network services in functional areas where GSA or VoIP Managed

Service Provider are not able to provide telecommunications transmission between buildings, localities, or areas of the country, or internationally.

4.4. Regional (Locator) Telephone Directories, VoIP Database and Audio Visual Equipment:

4.4.1. The contractor shall maintain the EPA Regional Telephone Database and VoIP Inventory Tracking System

Database. The contractor shall utilize software either provided by or recommended to the appropriate Region

5 staff to enter data that will be reviewed by R5 EPA staff. Monthly, the contractor should export the database summary information and provide via email to TM and HQ as indicated in Deliverables Section of the PWS.

4.4.2. The contractor shall maintain, upgrade, and provide periodic system enhancements to the Regional Telephone

Database, as required.

4.5. Audiovisual Equipment:

The contractor shall set up, operate and maintain audiovisual equipment utilized in EPA’s Region 5, 12th floor Conference

Center and conference rooms on all EPA occupied floors, ensuring systems are fully functional. The requirement includes installation, equipment set-up, and testing, guidance, and technical assistance to video teleconference attendees. Region 5 utilizes both ISDN and IP technology based audio video equipment. The contractor will work with audiovisual equipment maintenance vendor and will maintain a list of locations, serial numbers and drawings.

4.5.1. Constraints: The contractor will be required to follow the constraints listed below.

4.5.1.1. The contractor shall notify and obtain approval from the PO, TM, or TPOC via email or verbally

(followed with an email notice) when requesting routine services for scheduled and/or nonscheduled services with non-EPA entities, such as GSA, VoIP managed service provider, or other EPA offices, such as Criminal Investigation Division (CID) and Office of Investigation.

4.5.1.2. Prior to requesting vendor (third-party) maintenance or repair services, the contractor shall submit an email request justifying the request to the TM or TPOC for approval before submitting request to vendor.

4.5.1.3. The contractor shall email a list of telecommunications supplies required for routine day-to-day services and special projects to the TM, PO, and TPOC. The list shall include item description, quantity, item number, estimated amount, recommended vendor name and phone number and justification for the equipment

4.5.1.4. The contractor will provide level 1 support and escalate level 2 support to the VoIP managed service provider p.

SECTION 5: TASK 2, NETWORK INFRASTRUCTURE SUPPORT

5.

5.1. General:

Currently, IT contractor support for Network services is required for Local Area Network (LAN) services from the NOC core switch to the R5 employee desktop. During the course of this contract, Region 5 will be involved in an Agency-wide push towards an Enterprise Network Service (ENS) for Agency-wide refresh, operation, and maintenance of network switches and other Agency standard networking equipment. Once the centralized ENS is implemented, Regional support will operate from the LAN closets to the desktops. ENS managed services will cover LAN services including equipment, installations, operation and maintenance and design. The contractor shall support operations and maintenance of LAN services at U.S. EPA, Region 5 until ENS is fully implemented. The contractor shall notify via email, the PO of any meetings with the TM(s) or TPOC(s) before attending.

5.1.1. The contractor shall support operations of EPA Region 5’s NOC to support approximately 1500 EPA personnel; includes both on-site and remote customers. This includes connectivity to the EPA Regional office, alternate sites, remote sites, satellite offices, and Research Triangle Park, NC, the location of EPA’s

National Computing Center (NCC).

5.1.2. The contractor shall provide staff coverage for the NOC, from 6:45 a.m. to 5:00 p.m. each Federal workday.

5.1.3. The contractor shall maintain the hardware components of the computer network system(s). When a NOC or

LAN closet equipment failure occurs, the contractor shall immediately notify the EPA TM, LAN Manager and PO verbally and in email. The email should be explicit in describing the failure. Contractor will be required to enter the explicit information into the Server database by COB. When needed, the contractor shall be responsible for contacting the authorized vendors (lists to be provided after award) for repair and will notify EPA TM on issues that extend beyond 1 hour.

5.1.4. The contractor shall implement and perform scheduled preventative and remedial maintenance activities in accordance with equipment specifications for all LAN computer room equipment. This procedure shall be for equipment requiring preventative maintenance not covered by a warranty agreement (See Appendix). The purpose of this function is to minimize downtime in order to achieve efficient operations, which include periodic testing and inspection designated by the EPA Technical Manager.

5.1.5. The contractor shall provide analysis, troubleshooting, repair, integration, installation, operations, maintenance, and documentation for the Region 5 LAN (main Regional Office and remote buildings and sites). The documentation includes schematics, asset and configuration records, operations procedures, standards, and related documents. The Contractor shall also maintain a centralized technical assistance service that supports problem resolution and distributes general LAN information.

5.1.6. The contractor shall maintain an electronic log providing serial number, decal number, type, model, and location of equipment for inventory purposes. The contractor shall have the current data available for the

IMB Network Technical Manager when an assessment of the system is required.

5.1.7. The contractor shall have the approval of the TM or PO before making any changes to the Active Directory concerning the object s in it for connections and their updates unless stated in the work request.

5.1.8. The contractor shall maintain technical expertise for network computer operations including any new hardware and software systems which may be added to operations.

5.1.9. The contractor shall maintain logs of up-time, down-time, and hours of operation for all Network computer room equipment. These logs shall include the system activity log, equipment utilization statistics, and equipment malfunction report. These logs shall be made available to EPA when needed.

5.1.10. Constraints: The contractor shall follow the constraints listed below.

5.1.10.1. The contractor shall comply with the mandates, guidelines, and documents developed for Federal, Agency and Regional standards and procedures.

5.1.10.2. The contractor may not make changes to the Regional infrastructure without EPA Agency or

Regional approval or directive.

5.1.10.3. The contractor shall work with other contractor’s assigned joint responsibility for the monitoring, maintenance, and management of Agency and/or Regional equipment and its application and associated software as stipulated in a memorandum of understanding (MOU) that defines the responsibilities of the joint contractor relationship.

5.1.10.4. The contractor shall obtain approval of a TM administrator or PO before any Active Directory additions or changes are made, as well as, follow the procedures used in the Region on the usage of

Active Directory.

5.2. Data Backup and Disaster Recovery Tape Support

5.2.1. General - The contractor shall provide full and incremental backups to tape, full and incremental backups utilizing D2D and Data de-duplication. All data sets that have been changed or added on a daily basis, on all designated Regional LAN file/client servers, Virtual servers, SAN/NAS data, Microsoft Systems, Sequential

Query Language (MS SQL), Lotus Notes, National/Regional Oracle data and Active Directory. The contractor shall provide a report to the EPA personnel identified when the information changed.

5.2.1.1. The contractor shall restore data sets from tape and/or D2D when requested by the Region 5, EPA

Systems LAN Administrator, or designated Contractor LAN Support person.

5.2.1.2. The contractor shall verify and ensure the integrity and validity of backed-up data.

5.2.1.3. The contractor shall provide daily full-volume backups to Optical Disk of all Region 5 Scripts direct access storage device (DASD) volumes. Usually, backups are performed according to the schedule displayed on the Backup utility, such as, ArcServe, BackupExec and CommVault. The EPA TM will coordinate emergency situations.

5.2.1.4. The contractor shall prepare monthly Tape Volumes containing a full backup of each available server for off-site storage for the purpose of Disaster Recovery. The NOC operator shall retain the tapes and/or D2D according to the schedule provided by the EPA TPOC.

5.2.1.5. The contractor shall verify that backup media is delivered and received at the designated off-site storage location. The contractor shall provide ancillary library functions that include maintaining, cleaning, and degaussing tapes, as well as updating logs as backup media are delivered to the designated delivery location.

5.2.2. The contractor shall provide electronic documentation on the backup procedures, i.e., backup schedules, tape or disk-naming convention, and rotational schemes for offsite storage. The contractor shall provide step-by-step instructions for the backup operations and log daily backup activities. The contractor shall submit the backup procedure documentation to the TM and PO, no later than 45 calendar days after award of the contract.

5.2.3. The contractor shall control and monitor output jobs during daily backup operation to prevent job over-runs.

The contractor shall not schedule backups during production hours.

5.2.4. The contractor shall manage tape and disk-to-disk (D2D) resources with the use of an automated database log.

5.3. Disaster Recovery Backup Tape Support:

The contractor shall execute the Disaster Recovery Backup Tape Procedure established by EPA. This is in addition to the task of providing full and incremental backups of designated Regional file server data to tape and/or D2D. Region 5 contracted with an off-site storage facility to store LAN data media. The service is an EPA requirement if partial or full restoration of data is required due to catastrophic events.

5.3.1. The contractor shall pack the weekly backup tapes in a fireproof security suitcase provided by the storage company according to the pickup schedule. The tapes will be picked up on Friday, of each workweek, during

Federal work hours between 9:00 a.m. and 3:00 p.m. The storage company will pick up the Region’s file server backup tapes from the Chicago Regional Office, and store them at an off-site location. In case of non-pick up by the storage company due to Federal Holiday(s), or special circumstances, the tapes will be delivered to the alternate offsite location at the U.S. EPA CRL. Conversely, the contractor shall transport the

CRL file server backup tapes from CRL to the backup tape storage safe located in the NOC, computer room at the Chicago…