Sol_SOL-R5-15-00007_Amd_000003.pdf

SOL-R5-15-00007

Final Set of Questions and Answers

Question 1: The first page of the SOL states, “The support services include six (6) major tasks; 1) Voice/Data

Telecommunications Support, 2) Network Infrastructure Support (Windows Servers, and Storage Area Network Systems

Administration, Wireless Local Area Network, Laboratory Information Management Systems), 3) Help Desk Support, 4)

Database Administration Support, 5) Computer Network and System Security Support, and 6) External Networks Technical

Support” This statement conflicts with how the subtasks of these six major tasks are organized in the PWS. Please confirm that the PWS illustrates the correct organization of subtasks.

Answer 1: The first page of the solicitation describes task 2 more descriptively but does not conflict with the six major tasks in the PWS. The PWS illustrates the correct organization of subtasks.

Question 2: Will this work be performed entirely at the government facility, or is work expected to be performed at the contractor site?

Answer 2: No Cloud management has been given to the Regions. Most performance requires physical access to government property. Government property is to remain in government control, meaning on government grounds.

Question 3: Are any contractor personnel physically assigned to other region 5 offices in the region? If so, how many are assigned in each office?

Answer 3: No.

Question 4: In order to accurately determine a fair and reasonable price for the Government under a Firm Fixed Price Bid, can the Government please indicate how many ITSS FTEs are currently supporting each EPA location within Region 5?

Answer 4: Due to the sporadic nature of any assistance needed for any of the sites, all FTEs are permanent at the Chicago site and none are assigned a satellite location.

Question 5: What are the number of visits to satellite locations per year?

Answer 5: 1-2 visits; last year 0 visits

Question 6: What is the average travel frequency per year?

Answer 6: 1-3 times for overnight stays or no travel; Reasonable Accommodation services can be as high as 6 visit treated as travel, however travel is local and contractor is to return to main site by day’s end.

Question 7: Para. 4.1 States the EVS will provide a central, managed service for all voice communications, including an enterprise Avaya platform and Aura Messaging.

Can the EPA provide more detail or a breakdown of the particular components/features of the Avaya platform that will be rolled out to its users? Example….call center, call recording, soft phones, etc.

Answer 7a: No actual details are available or have been completely decided, perhaps later in the year.

Will the EPA be maintaining an Avaya maintenance agreement (Ex. Support Advantage) outside of the ITSS contract? If so, what type of maintenance and what is the term of that contract?

Answer 7b: Yes, Contract involvement may be presented after award or when known.

If the EPA does not plan to maintain an Avaya maintenance agreement outside of the ITSS contract will the EPA be willing to grant permissions to the contractor for maintenance assistance via an Avaya Letter of Agency (LOA)?

Answer 7c: This whole EVS structure is Agency HQ driven and on a National contract.

Question 8: When the EVS system is fully live, does the phone system administration go away as a responsibility for the contractor?

Answer 8: Not totally. Region will have limited responsibilities, yet to be determined.

Question 9: What are the telephone systems now in use within Region 5?

Answer 9: Yes, service is currently in use as listed in paragraph 4.1.1 of the PWS.

Question 10: Please provide an inventory of the voice end-user equipment to be supported at each site. We are particularly interested in the numbers and types of telephone sets, softphones, and headsets to be supported. (Refer to paragraph 4.1.1 of the PWS)

Answer 10: Voice End-user Equipment at 77 West, 536 Clark

Active Lines = 1600 Est

DiD lines at 77 West – 1698

DID line at 536 Clark – 67

PRI at 77 West– 8 Combined services

PRI at 536 Clark– 1

T1- at 536 Clark

Bridges – 10 at 77 West

300 Riverside, 536 Clark, 77 West Jackson, Grosse Ile, MI and Willow Brook, IL

Analog lines – 106 Est

Plantronics Headset

77 West/536 Clark – 314 Est.

Telephone Servers

4 servers -77 West Jackson

1 server 536 Clark

Question 11: Please provide an inventory of telephone carrier services (T-1, PRI, telephone DID numbers, analog lines, OC-n, etc.) in service by location. (Refer to paragraph 4.2 of the PWS)

Answer 11: See above.

Question 12: Please provide an inventory listing of common telephony equipment (PBX systems, telephony servers, conference bridges) to be supported at each site. (Refer to paragraphs 4.1.1 and 4.2 of the PWS)

Answer 12: See above.

Question 13: Section 5.1 states contractor support is needed for Local Area Network (LAN) services, and that EPA is transitioning to an Enterprise Network Service (ENS) over the course of this contract to replace LAN. Additionally, it states, “The Contractor shall support operations and maintenance of LAN services at U.S. EPA, Region 5 until ENS is fully implemented.” Will the contractor need to support the ENS transition in any capacity, and once ENS replaces LAN, will

LAN Services (Task 2) still be required on this contract? PWS 5.1, General/ pg. 16

Answer 13: The ENS transition is the responsibility of the incoming ENS contractor. The only anticipated local support for ENS transition is to aid in location of existing equipment and cabling infrastructure. Once

ENS is in place, local LAN support will be tier 1 type support activities – mainly employee account Move, Add, Change (MAC) administration.

Question 14: Does the Government intend to out-source additional IT projects, such as the Cisco Router Upgrade and/or

Infrastructure upgrades as outlined in the RFP? If so, Will the new contractor be allowed to bid any out-sourced projects?

Answer 14: Upgrades to Network follow strict adherence to Agency policy. Planned future acquisition strategies on IT projects maybe posted on the EPA Office of Acquisition Management forecast and may be outside the scope of this requirement and the Region planning. The ability to respond to the question of limitations on future bids cannot be answered.

Question 15: What is the anticipated cutover date for the ENS system in FY 2017? EVS in FY 2016?

Answer 15: Too soon to anticipate, even approximate years are estimates.

Question 16: Will the ENS managed services, PWS 5.1, include Network Administration?

Answer 16: No, refer to paragraph 5.1 in PWS – Region will not lose administration services but will have them tailored to the new plan.

Question 17: In regards to properly pricing, what should we use as the fully operational date?

Answer 17: Maybe in May.

Question 18: What tools are available for remotely manage the network and computers for event monitoring, troubleshooting, and outage/failure identification?

Answer 18: EM7, Scrutinizer, Arc Sight

Question 19: What types of remote access are being used for non-EPA users and off-site users?

Answer 19: Everyone uses workplace.epa.gov or has a RSA token for connecting remotely.

Question 20: Will the non-EPA users and off-site users be allowed to have remote access?

Answer 20: Yes, they have it now.

Question 21: What CMS system/platform is the government currently using?

Answer 21: EPA’s Office of Environmental Information coordinates the implementation and operation of all

CMS controls.

Question 22: What Cloud Services are currently being used (AWS, Private in-house cloud, etc.)? Can the government give some details regarding the specifics of any cloud implementations?

Answer 22: Cloud implementation is operated and governed by the Office of Environmental Information.

Cloud products and services must be FedRamp compliant.

Question 23: Can the EPA provide a breakdown or the metrics of each nature of the tickets received? i.e. toner replacement, desktop service etc.

Answer 23: Some of the categories are --Desktop, Desktop Phone, Laptop, Peripherals, Printer – Local, Printer – Multifunction, Printer Network, Scanner, General Questions, Guidance, Ticket Inquiry, Network, Wireless, iPhones, Tablet, Account Mgmt., AAA Soft Token, Adobe Acrobat Pro, Adobe Connect, Adobe

Flash Player, Adobe Reader, BitLocker, Call Center, CMS, Google Chrome, Google Earth/Pro, Intranet

Page, Java, Lexis Nexis, Lotus Notes, Microsoft Apps, Novell, O365 – OneDrive, Office 365 – Outlook 2013, Office 365 – OWA, Office 365 –SharePoint, Office 365 –SharePoint 2013, Other, People Plus, Remedy, RemoteMapper, Roxio, Single Sign-On, Skillport, Symantec, VPN, and WebForms

Question 24: Attachment 1 PWS, page 22, Section 6, Task 3. Please provide SLA’s that are currently performed on the contract.

Answer 24: All tickets are to be registered in the Remedy system. Tickets have the following classes:

- Help Desk phone assistance – immediate over the phone response or ticketed for workstation visit – 95% ,

- Workstation visits - answered with 4 hours or less; troublesome tickets are presented to DeskTop team --

90%

- Help Desk Voice mail – reviewed within 1 hour and addressed with either resolution or ticket for visit – 89%

- And Help Desk email – reviewed three/four times a day and sorted for assistance – 90%

Items that have no immediate resolution or are problematic on any of these levels are to escalated to EPA-

IMB staff for review and decision

Question 25: Attachment 1 PWS, page 22, Section 6, Task 3 "During FY 2014, the R5 3-HELP desk responded to 14,086 requests for assistance." Please provide a monthly breakdown of the requests and highlight any spikes in requests during the year. Please provide monthly call logs for the help desk.

Answer 25: Months with more than a 1000 calls pertain to the implementation of the new imaging process tool - MS MIT imaging tool adopted by RTP for Agency administration over laptops and desktops in an effort to unify all user computers for easier management of Security and MS application patches. This was used during our efforts to upgrade all workstation computers to Win 7 Enterprise version. Towards the end of the year calls covered connection and remote assistance as the Agency learned to handle the new products effects on user usage and the network. This was not always a Regional problem but happened throughout the

Agency.

Question 26: In order to more accurately prepare our fixed price bid, can the Government please provide the current average monthly ticket count or ticket count by month in 2015? Refer to page 62 of the PWS.

Oct - 2013 738

Nov- 2013 970

Dec- 2013 1294

Jan- 2014 1282

Feb- 2014 1366

Mar- 2014 1199

Apr- 2014 1133

May- 2014 1494

Jun- 2014 971

Jul- 2014 1084

Aug- 2014 1273

Sep- 2014 1282

14086.00

Answer 26: Calls are driven by user need – problems. Per 2015, calls average from 950 to 1300. With 980 as the mean.

Question 27: What is the current system being used to track tickets? Remedy?

Answer 27: Remedy 8.1

Question 28: Are they any assignments that occur outside of the documented ticket system i.e special projects?

Answer 28: Major projects are controlled through Work Requests as stated in the PWS.

Question 29: What is the current SLA for tickets and what % of requests are meeting this SLA? Refer to page 16 of the

PWS.

Answer 29: All tickets are to be registered in the Remedy system. Tickets have the following classes:

- Help Desk phone assistance – immediate over the phone response or ticketed for workstation visit – 95% ,

- Workstation visits - answered with 4 hours or less; troublesome tickets are presented to DeskTop team --

90%

- Help Desk Voice mail – reviewed within 1 hour and addressed with either resolution or ticket for visit – 89%

- And Help Desk email – reviewed three/four times a day and sorted for assistance – 90%

Items that have no immediate resolution or are problematic on any of these levels are to escalated to EPA-

IMB staff for review and decision.

Question 30: Can the Government please provide an estimate of the number of Region 5 GFE computers per site? (Refer to paragraph 6.3 of the PWS)

Answer 30: 2300

Question 31: Can the Government please provide the quantities and types of GIS plotters, GIS related hardware devices, and printing devices by site? (Refer to paragraphs 6.2.1.4 and 6.2.5 of the PWS)

Answer 31: 1 GIS Plotter HP

GIS related hardware devices Plotter only printing devices by site All sites have RICOH MFD

Question 32: Can the Government please provide an estimate of the numbers of moves, installs, and de-installs in a typical month or year? Can the Government provide an estimate for each site, as well as for the region as a whole? (Refer to paragraph 6.2.1.3 of the PWS)

Answer 32: 70 - 125

77 W. Jackson 123

536 S. Clark 2

Cleveland 0

Michigan 0

Willowbrook 0

Question 33: Can the Government please provide an estimate of the number of systems to be installed in a typical month or year? Can the Government please provide an estimate for each site, as well as for the region as a whole? (Refer to paragraph

6.2.1.1 of the PWS)

Answer 33: 150 - 300 /mo – some will be new computers; some trickle-down computers

77 W. Jackson 550 or >/yr

536 S. Clark 25/yr

Cleveland 8/yr

Michigan 10/yr

Willowbrook 0

Question 34: What software is currently being used for SIEM? (Refer to paragraph 8.12 in the PWS)

Answer 34: SIEM is controlled and monitored in RTP

Question 35: Is the Microsoft Exchange server running on a local Region 5 server, in the Cloud with Microsoft Office 365, or both? Please explain. Refer to paragraph 9.3.2.3.3 of the PWS.

Answer 35: For Region 5 No –MS Exchange server is running; there is a server for GLNPO and it is secluded to their external network in the NOC

Question 36: Will the Government provide a list of the software on the government owned servers, PCs and other IT devices connected to the GLNPO networks? (Refer to paragraph 9.3.2 of the PWS)

Answer 36: - The GLNPO networks currently use a MS Windows 2008, 800 R2, and 2012 Enterprise operating systems. Major applications requiring maintenance on the servers are: MS Internet Information

Services (IIS); MS SQL Server; MS Exchange Server; and MS SharePoint. VProtect used for Server Patches and Tenable Nessus for network vulnerability scans.

Question 37: What is the model and software release of the Juniper VPN device to be supported? (A Juniper Networks

Secure Access Secure Sockets Layer (SSL) virtual private network is mentioned Appendix A.) Refer to paragraph 9.1.2.2 of the PWS)

Answer 37: Recently, GLNPO as swapped out Juniper for 2 – MAG 2600 Portal appliances.

Question 38: Please describe the SAN to be supported, including location(s) size, manufacturer, and software release. (Refer to 9.1.2.1 of the PWS)

Answer 38: Located - 77 West Jackson Boulevard, Chicago – Region 5 NOC, 10 Unit SANS using mainly

Dell EqualLogic storage products. No other information is available at this time.

Question 39: Paragraph 9.1.1.1 of the PWS states that the GLNPO AA Domain provides "a few specialty software applications not available from the EPA Region 5’s regular network." Will the Contractor be required to support the specialty applications? If so, what are these applications, and what level of support will be required?

Answer 39: GLNPO as an external network, does not always conform to the Enterprise Networking structure. In an effort to provide the best network possible, GLNPO will and has invest in other applications that the Region does not or did not use. One such, software is BelArc/BelManage (Region abandoned it;

GLNPO retained it). GLNPO used MS Exchange before the regions were given the okay to use it; GLNPO had MS SharePoint running on their network before the Agency went to MS Outlook and provided Regional access to the system.

Question 40: Regarding the font (font style and size) and margins, please clarify this for text, tables and graphics?

Answer 40: The proposal font, style, size, and margins for text, tables, and graphics should be in a professional business format.

Question 41: Please confirm that a minimum of Times New Roman font size 12 for narrative text, and font size 10 for tables and graphics is acceptable. Refer to FAR 52.212-1 Paragraph (b) additional GENERAL instructions / pg. 27.

Answer 41: Acceptable.

Question 42: Regarding price submission, what format does the Government require the Contractor to submit the price volume in?

Answer 42: Per the GENERAL instructions found on page 27, in an electronic format using standard common commercial software document formats such as Adobe or Microsoft Office software. The pricing information should not be submitted in its own pricing volume but submitted with Past Performance

Information in the Business Proposal Document. The Business Proposal Document is subject to the file size limitation of 2 Gigabytes.

Question 43: What other information (i.e., certs and reps) should be added to the business proposal?

Answer 43: Along with past performance, pricing information, certifications and representations, the

Business Proposal Document shall include other provisional information such as, EPA-H-39-102

NOTIFICATION OF PERSONNEL REQUIRING ACCESS TO EPA COMPUTERS.

Question 44: Sol_SOL-R5-15-0007, Page 4 - Part (b) Continuation from Section A of Part (a) Standard Form 1449. Please provide labor categories for all tasks.

Answer 44: The labor categories are based upon the technical approach included in an offerors proposal for use of Incidental Time and not necessarily all tasks. Refer to paragraph 1.6.4 of the Performance Work

Statement and solicitation clause FAR 52.212-4 CONTRACT TERMS AND CONDITIONS -

COMMERCIAL ITEMS. (MAY 2015) - ALTERNATE I (MAY 2014) (i)(1).

Question 45: If a labor category is not on an offeror’s GSA schedule, can it still be included?

Answer 45: This requirement is not a GSA contract; therefore, is not subject to the limitations of using the labor categories of GSA contract. However, labor categories should be a commercial standard category where descriptions exist. (For example, Department of Labor standard category.)

Question 46: Would the Government kindly identify which specific positions fall under the Service Contract Act?

Answer 46: Currently none. However, technical approaches may include using Department of Labor Service contract occupations. If an offeror includes labor categories meeting DOL service directory description, the offeror shall provide the necessary information such as the identification of the labor categories and complete the appropriate certifications and representations.

Question 47: Does the President’s Executive Order, "Non-displacement of Qualified Workers Under Service Contracts" apply to this RFP?

Answer 47: The presolicitation notice stated “If vendors are providing services which are not exempt, the

Service Contract Act may apply. Offers will need to be clear on what job categories/titles are being proposed so a clear distinction of professional versus non-professional duties can be made. Since the Service Contract

Act did not previously apply, the right for first refusal under Executive Order "Nondisplacement of Qualified

Workers Under Service Contract Act" did not apply.”

Question 48: Are the current labor categories union represented?

Answer 48: No.

Question 49: Do Past Performance Questionnaires need to be sent to the customers that we are using as Past Performance references, or is the form provided with the solicitation (Atch – Past performance Form.pdf) that is to be filled out by the offeror sufficient?

Answer 49: The Past Performance Questionnaires need to be completed by your reference. The Client

Authorization letter requests for the questionnaires to be sent directly to EPA. The questionnaires do not need to be included in the solicitation.

Question 50: How many past performance questionnaires should be submitted individually by the prime or sub?

Answer50: Per provision EPAAR 1552.215-75 PAST PERFORMANCE INFORMATION. (OCT 2000) paragraph (b) Offerors shall submit a list of all or at least three (3) contracts and subcontracts completed in the last three (3) years, and all contracts and subcontracts currently in process, which are similar in nature to this requirement. This is applicable for proposed subcontractors expected to exceed $150,000 per year.

Question 51: EPAAR 1552.215-75 PAST PERFORMANCE INFORMATION. (OCT 2000) states both, “Include the following… (e) Brief description of contract or subcontract and relevance to this requirement.” AND “Offerors should not provide general information on their performance on the identified contracts and subcontracts. General performance information will be obtained from the references.” Please clarify the difference between a “brief description” and “general information”.

Answer 51: Brief description of contract or subcontract is past performance information relevant to this requirement. General Information would be information not relevant to the requirement or information obtained from references.

Question 52: Business Proposal Document Factor - Past Performance states, “Offerors are authorized to provide information on problems encountered on the contracts identified in their past performance submissions and the offerors’ corrective actions.” Please clarify that Past Performance write-ups should only be included in the Business Proposal Document.

Additionally, other than meeting the requirements in EPAAR 1552.215-75 PAST PERFORMANCE INFORMATION. (OCT

2000), please confirm that contractors should only provide past performance information related to encountering and correcting problems on each contract. SOL Business Proposal Document Factor - Past Performance/ pg. 30

Answer 52: Organizational Structure/Experience can include past performance information but for purposes of evaluation of past performance, past performance information shall be included in the Business Proposal

Document. Offerors are not limited to providing past performance information related to encountering and correcting problems on each contract. Other relevant information can be provided as identified in EPAAR

1552.215-75 PAST PERFORMANCE INFORMATION (b)(1)(e) Brief description of contract or subcontract and relevance to this requirement.

Question 53: Please confirm that the response to the Organizational Structure/Experience section is limited to 1 page. SOL

Factor - Management Capability, i. Organizational Structure/Experience / pg. 28

Answer 53: There is no page limit for Organizational Structure/Experience; however, there is a size limitation for the entire Technical Proposal Document.

Question 54: Please confirm that Prime Contractor/Key Subcontractor Corporate Resumes are limited to 2 pages per resume in keeping with the limits placed on Key Personnel Resumes. SOL Factor - Management Capability, ii. Prime

Contractor/Key Subcontractor Corporate Resumes / pg. 28

Answer 54: There is no page limit for Prime Contractor/Key Subcontractor Corporate Resumes; however, there is a size limitation for the entire Technical Proposal Document. A page limit does exist for Key

Personnel.

Question 55: Would the Government kindly disclose the following:

a. Who is the current Incumbent?

b. What is the total contract value of the current contract?

c. What is the total amount actually expended on the current contract?

Answer 55: EnSoftek, Inc., $2.876 M, $1.893 M

(x)

SOL-R5-15-00007

x x

1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted ; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGEMENT TO BE RECEIVED AT

THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted , such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

x

R5

Chicago IL 60604-3507 77 West Jackson Boulevard US Environmental Protection Agency Region 5

01/27/2016000003

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

12. ACCOUNTING AND APPROPRIATION DATA (If required) is not extended.is extended, Items 8 and 15, and returning

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended , by one of the following methods: (a) By completing

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

FACILITY CODE CODE

10B. DATED (SEE ITEM 13)

10A. MODIFICATION OF CONTRACT/ORDER NO.

9B. DATED (SEE ITEM 11)

9A. AMENDMENT OF SOLICITATION NO.

CODE

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code)

7. ADMINISTERED BY (If other than Item 6)CODE 6. ISSUED BY

PAGE OF PAGES

4. REQUISITION/PURCHASE REQ. NO.3. EFFECTIVE DATE2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO. (If applicable)

1. CONTRACT ID CODE

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

01/08/2016

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority) appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

E. IMPORTANT: Contractor is not, is required to sign this document and return __________________ copies to the issuing office.

ORDER NO. IN ITEM 10A.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

This is a solicitation for Region 5 Information Technology Support Services: Voice/Data

Telecommunication Support, Network Infrastructure Support, Help Desk and End User Support, Database Administration Support, Computer/Network System Security Support, and External

Network Support for the Great Lakes National Program Office (GLNPO). Requests for proposals are being requested at this time.

The purpose of amendment 3 to the solicitation is to post the final questions and answers received through January 22, 2016.

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)15A. NAME AND TITLE OF SIGNER (Type or print)

15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 15B. CONTRACTOR/OFFEROR 16C. DATE SIGNED

(Signature of person authorized to sign) (Signature of Contracting Officer)

Darlene McGary

STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA

FAR (48 CFR) 53.243

NSN 7540-01-152-8070

Previous edition unusable

Except as provided herein, all terms and conditions of the document referenced in Item 9 A or 10A, as heretofore changed, remains unchanged and in full force and effect .

01/27/2016