Western_Regions_IT_Support_SOW.DOCX

U.S. Environmental Protection Agency Western Regions Information Technology (IT) Services and Support Statement of Work

BACKGROUND

The Environmental Protection Agency is tasked with the responsibility of improving and preserving the quality of the environment, both national and global. This includes the protection of human health and the productivity of natural resources on which all human activity depends. The Agency is tasked to implement and enforce Federal environmental laws, to implement U.S. policy, both foreign and domestic, which fosters the integration of economic development and environment protection so that economic growth can be sustained over the long term, to take steps to reduce environmental risk, to educate the public on environmental issues, conservation and prevention, and to participate in public and private decisions affecting energy, transportation, agriculture, industry, international trade, and natural resources in order to ensure fully integrated consideration of environmental quality.

This contract will provide a full complement of Information Technology supplemental services necessary to (1) support and maintain the day-to-day computing environment for staff and (2) implement and support implementation and compliance activities as needed under a variety of administrative and environmental regulations.

Scope of Services – Specific The anticipated services require a diversity of skills suitable to a variety of information technology environments in support of a variety of functional and mission-related areas which include:

· Task 1 – Desktop Management and Help Desk

· Task 2 – Work Orders / Technical Direction (Projects)

· Task 3 – Training

· Task 4 – Account & Access Management (User Set-up)

· Task 5 – Hardware Maintenance/Repair/Disposal

· Task 6 – Inventory Management

· Task 7 – Continuity of Operations Plan (COOP)

· Task 8 – REOC Support

· Task 9 – Enterprise Connectivity

· Task 10 – Application Services

· Task 11 – Laboratory Information Management System (LIMS)

· Task 12 – Geospatial (GIS) Support

· Task 13 – Web Design and Support Services

· Task 14 – Voice Services and Audio/Video Support

· Task 15 – Production Support

· Task 16 – Graphics Support

Infrastructure/Desktop Standards The EPA Office of Technology Operations and Planning's Information Technology Standards Profile establishes the official set of EPA technology standards.

Contractor will be required to support all standard EPA hardware and software both the currently utilized and any future changes or upgrades to the current standard.

The following list reflects the current infrastructure configuration:

· Desktop operating system is Windows 7.

· Microsoft Active Directory is used for file and directory services.

· Network connectivity provides access to a variety of agency systems throughout the nation via the Wide Area Network (WAN) and Local Area Network (LAN).

· Microsoft 365 Government Cloud (OWA) is used for e-mail, calendaring, and Web-based collaborative applications. The Microsoft Office Outlook client is used in conjunction with Microsoft 365 on client devices.

· As needed, users are assisted with software updates, and one-on- one support, VB scripting, and group policy.

· Tivoli is used for automated security patch installs.

· Symantec virus software is used for workstation security.

· Citrix ICA/Receiver client software is used for some desktops in the region and is used for remote access.

· Avaya is used for voice telecommunication.

A standard desktop will consist of a flat panel monitor with either a computer, laptop with docking station, or thin client device with peripherals. In addition, each desktop will have a Voice over IP (VoIP) phone. Standard community equipment on the network will be network printers, scanners, multi-function devices, community PC's with monitor and peripherals.

Current standard conference room equipment may include a video teleconferencing unit, VOiP phone and/or conference phone, HP thin client devices utilizing Citrix, and available network connections both wired and wireless.

Task 1 – Desktop Management and Help Desk The Help Desk staff shall be responsible for supporting all standard EPA Approved IT hardware and software assigned to EPA employees, interns, grantees, volunteers and on-site contractors. In addition, Contractor is responsible for supporting all community equipment (e.g., network printers, community PC's, and scanners, etc.). Support includes testing, set-up, installation, configuration, troubleshooting and ad-hoc end-user training for all standard hardware and software.

The Contractor shall provide customer service for staff Monday through Friday, from 7:00 a.m. to 5:30 p.m. (10.5 hours per day). Customers will contact the help desk for assistance either by calling, sending an e-mail, or visiting the Help Desk. The Contractor shall staff the help desk appropriately and provide services during the entire period. Provide tier 0-2 IT assistance to walk in customers in the Business Center.

Contractor shall provide ad-hoc training as a response to customer needs when making desktop visits for open incidents. Determination of the need for ad-hoc training will be based on the technician's review of the incident (i.e. problem, resolution, repetitive calls, etc.). Knowledge base articles that apply to technical issues for a widespread user base will be developed by the Contractor and posted to an EPA provided SharePoint site.

The Contractor shall be responsible for taking all customer calls, e-mail, or visitors with requests related to IT hardware, software, voice telecommunication equipment and recording the issue or request in an incident. Contractor shall be responsible for updating and utilizing the EPA-provided incident tracking software. Currently it is Remedy, which is used to track all incidents.

A two-tier process for responding to customer issues is utilized. Tier I is initiated once an incident has been created. The Contractor has the prime responsibility under Tier I to work towards resolution of the problem, The Contractor shall utilize all available resources, including appropriate checklists, knowledge database module within the incident tracking database application, the knowledge and previous experience of co-workers, and Contractor Manager in addition to their own knowledge, skills and abilities to resolve the issue(s) identified. The nature of the problem, and all work performed to resolve it, shall be documented in the incident.

The Contractor shall, when presented with technology problems, listen carefully to the complaint, initiate an incident, analyze the situation, troubleshoot the problem and work towards resolution. Each incident shall include full documentation, and the documentation shall include a description of the issue, the details of the steps taken to correct the problem and the resolution reached. If the issue is one that has the potential to occur again, then the Contractor shall add the information to the incident database's knowledge base module for future reference.

The Contractor shall be responsible for the following types of Tier I incident:

· Hardware troubleshooting -- desktop equipment (includes but not limited to computers, laptops, monitors, and peripheral local devices, etc.). Network connectivity from switch port to device - computers, laptops, printers, multi-function devices, telephones (See attachment for further clarification of responsibilities.), video teleconferencing equipment (See attachment for further clarification of responsibilities), etc.

· Software troubleshooting- Will include but is not limited to, correct installation, ad hoc training, configuration of software on the device, connectivity to the host as applicable and, client settings pertaining to Microsoft 365.

· Mobile devices

· Smart phone

· Tablet

· Cell Phone

· Air Card

· Reset passwords

· Clear account lock outs

· Help users synchronize passwords

· Recover lost or deleted files from the network

· Resolve remote access issues

· Set up remote access

· Delete print jobs

· One-on-one printer help

· Resolve issues with all supported software

· Use all features of standard Agency software

· Help users create documents, presentations, etc.

· Order, receive and distribute WCF Services.

· User account management such as Lotus Notes, AD, etc.

· Update and re-image desktops

· Install new, updated, or supplemental software

· Replace or update hardware as needed

· Install, troubleshoot, repair and upgrade all regional hardware and software, to include desktop PCs and laptops used in docking stations, and regional telephones and printers.

· Maintain a user information center/help desk to address issues such as hardware, software, communications, applications and program questions

· Assess current and new off-the-shelf software packages

· Provide client user training program(s) for new software and/or hardware integrated into the client user’s current and/or proposed configuration

· Manage, and distribute consumables in support of information processing activities

· Evaluating and providing feedback on problematic trends

· One-on-one customer assistance and training for standard hardware and software

· Teach customers scanning and conversion of documents to other file formats.

· Walk customers through using specialized hardware, such as light projectors and digital cameras.

· Check out/check in loaner equipment:

· Laptops

· Cameras

· Projectors

· Software

· Maintain inventory of checked out equipment

· Repair and maintain check out computer equipment

· Contact customers regarding overdue equipment.

· Input new staff forms and grade IT security tests.

· Laptop Support- Image, troubleshoot and repair regional laptops, assist with distribution and setups and provide one-on-one with customer.

· Document all IT calls, or troubleshooting requests into the ticket tracking software within 15 minutes of first contact.

· Attempt problem resolution if reasonably possible during first contact.

· Elevate problems not resolved during first contact and track elevated problems until resolution.

· Resolve all problems within the timeframes designated in the applicable task.

· Submit significant resolutions to the Remedy knowledge database.

· Plan, document and provide for COR approval the contractors plan to improve helpdesk services and customer satisfaction.

· Maintain, document and provide call and customer contact metrics to include, first call resolution, customer satisfaction, call times, and time spent on each problem.

· Ensure each ticket has at a minimum a description of the issue, the details of the steps taken to correct the problem and the resolution reached.

· Maintain accountability of and responsibility for securing all check-out equipment.

· Track inventory, inspect, clean, and provide any needed maintenance on equipment when returned.

· Provide documented accountability of all check-out items as required by COR.

· Support all standard hardware and software, both currently utilized and future changes or upgrades, provided to government employees, grantees, contractors, and student interns.

· Provide planning, analysis, troubleshooting, resolution, and maintenance for computer and employee support.

· Install, Move, Add, and Change (IMAC) support as required for all IT equipment, including but not limited to:

· Printers

· Scanners

· External Media

· Smart phones

· microfiche

· Maintain and update phonebook within 1 business day after completion of any IMACs.

· Assure that only COR or SME approved items are pushed to computers, objects created on the computer work correctly and Agency guidance is followed.

· Remove software applications no longer used in Region.

· Ensure equipment is clean when distributed.

· Manage, maintain, update quarterly, and utilize EPA standard computer load images.

· Provide maintenance and troubleshooting support for large format printers and plotters.

· Ensure telephone sets and headsets are thoroughly cleaned, tested and keypad labels replaced before being reassigned.

· Ensure any other user specific settings on phones have been cleared before redistributing.

· Perform problem isolation, diagnosis and minor repair or replacement of voice and data network cabling, and telecommunications equipment, install, repair or relocate equipment as required.

· Install and test new network connections to Regional offices or computers as needed.

· Review impact of new applications and hardware

· Review or prepare implementation plans to ensure system resources are available to support these applications and hardware and that they are compatible with EPA systems.

· Provide recommendations for new hardware and software when requested.

· Provide labelling for shared equipment for easy identification.

· Maintain and provide immediate response to executive hotline for Regional Administrator, Deputy Regional Administrator, Assistant Regional Administrator, their Executive Office Manager (EOM), and Regional Administrator’s Special Assistants.

· Conduct daily walk-thru of the Regional Administrator (RA) and Deputy Regional Administrator’s (DRA) suite to verify that all IT equipment and services are operating appropriately.

If it has been determined that the issue cannot be resolved, then the incident shall be escalated to appropriate Tier II group. Incident shall be documented with all actions taken to resolve the issue before forwarding to Tier II.

When an issue/request has been determined to be beyond the performance work statement of the Contractor and requires EPA action to complete, then the incident shall be forwarded to the appropriate EPA group.

Once the Contractor has forwarded the task to Tier II or EPA, then Tier II or EPA has the prime responsibility to manage the task. Once Tier II or EPA has completed and/or resolved the issue, one of the following will complete the task: 1) Tier II or EPA completes the task, documents and closes the task, or 2) Tier II or EPA returns the task to the Contractor to follow up, complete the task and close the incident.

It is assumed that all incidents forwarded to Tier II or EPA by Contractor staff will be fully and completely documented, including all appropriate information. Any incident submitted to Tier II or EPA without documentation will be immediately returned to the Contractor On-Site Manager without action or until appropriate documentation has been included in the incident and submitted.

Within 90 days of award, the Contractor shall develop written procedures for customer service from initial contact to resolution. The plan shall include a process to determine incidents that move into Tier II. Electronic documentation of the process is required and shall be sent to EPA COR.

Hardware upgrades and equipment roll-out - hardware is purchased annually to meet life-cycle management policy. Contractor will be tasked to setup and deploy/install all EPA purchased hardware.

The contractor shall be responsible for packaging any equipment that needs to be shipped to an Operations Office or remote location. EPA's mailroom contractor is responsible for shipping the items. Contractor shall ensure equipment is packaged securely to prevent damage in transit.

Non-standard Program-purchased hardware - The Contractor will be responsible for installation of the EPA approved program-purchased items. If the item meets national or regional standard, then Contractor will be responsible for supporting at the same level as the regional support standard purchased equipment. If it is not a regional or national standard, the contractor's support is limited to set-up and installation to make operational. Contractor is also responsible for maintaining all drivers and installation discs associated with hardware.

The check-out pool may include, but is not limited to, laptops, printers, projectors, digital cameras, air cards, cell phones and long distance calling cards. There are portable VTC's that may be reserved by customers. It is the contractor's responsibility to deliver and set-up.

Contractor shall be responsible for securing all check-out equipment. EPA will provide an electronic reservation system to support this function. Contractor shall upgrade the software and provide maintenance as needed or tasked for check-out equipment.

Contractor shall be responsible for reserving, issuing and setting up check-out demo hardware and items on a first-come/first-served basis.

The Contractor shall, when requested, support these activities at large off-site meetings when requested.

In support of conferences and meetings, contractor shall set-up, test and install software for demonstration equipment as necessary.

Contractor shall track inventory, inspect, and provide any needed maintenance on equipment when returned. Contractor shall account for all check-out items when asked by EPA COR or Alternate COR.

· Check out/check in loaner equipment:

a. Laptops

b. Cameras

c. Projectors

d. Software

· Maintain inventory of checked out equipment

· Repair and maintain check out computer equipment

· Contact customers regarding overdue equipment.

· Input new staff forms and grade IT security tests.

Within 90 days of award, the Contractor shall develop written procedures for equipment check-out from the time a request is submitted to the customer's return of the equipment. Contractor shall provide clear and concise instructions to the customer regarding the operation of the equipment and software, and requirements to ensure equipment security. In addition, Contractor shall remove equipment and return it to the regional office and secure storage when customer is finished.

Executive Level Services All calls received from the Regional Administrator, Deputy Regional Administrator, Assistant Regional Administrator, their Executive Office Managers (EOM), Regional Administrator’s Special Assistants, and IRMS for Executive level support. The Contractor shall respond immediately to fix any reported problems. Resolutions should not be attempted over the telephone unless specifically requested. If the caller requests a specific time to provide the requested service, tickets can extend beyond the 2 hour response time, but must be scheduled at the executive’s convenience. The ticket will be changed to time specific in these cases. Resolution documentation will be provided upon completion to the Executive and COR via Email.

The Contractor shall at a minimum:

· Respond during business hours within 5 minutes to the problem area

· Provide within business hours problem resolution within 2 hours of first contact

Standard Level Services Services are defined in two non-executive level services with most common services being level 1 services. Level one services are defined as:

· User cannot log into the network

· User’s computer will not boot up

· User’s telephone is out of service

· User cannot print

· User cannot access email

· User cannot access internet

· Equipment malfunction (keyboard, mouse, monitor or other peripheral critical to the employee’s work)

· Any other item that results in a work stoppage

Level 2 services are defined as all IMACs, and problems not included in executive level services, level 1 services, time specific services, or projects.

The contractor shall at a minimum for level 1 services:

· During business hours, respond within 1 hour of first contact

· During business hours, provide problem resolution within 4 hours of first contact.

The contractor shall at a minimum for level 2 services:

· During business hours, respond within 4 hour of first contact

· During business hours, provide problem resolution within 48 hours of first contact.

The Business Center may house the following equipment and services.

· Equipment:

· Computer workstations

· Multifunctional device (printer, scanner, fax)

· Plotter

· CD/DVD duplicator/printer/burner/destroyer

· Laminator

· Portable scanner

· Services:

· Distribution of toner and ink

· Laptop, projector, digital camera, cell phone, conference phones, and MiFi checkout

· Distribution of mice, keyboards, and other IT supplies

Task 2 – Work Orders / Technical Direction (Projects) Contractor will receive work orders/technical direction from the COR. The Contractor will be responsible for tracking and executing work orders/technical direction in the EPA-provided application Remedy.

The work order/technical direction will contain the name of the project, due date, description and may identify an EPA Technical Expert. In addition, the work order may include attachments providing clarifying information such as: a list of employees identified to receive a hardware or software upgrade; floor plans indicating specific locations for an action; additional information needed to complete the work order.

Any request or assignment for services that does not occur on a regularly scheduled basis may be designated as a project by the COR. The special project request will be issued by the Contracting Officer to the Contractor Site Manager. All special projects will be negotiated prior to initiating performance.

Projects Examples include but are not limited to:

· Data Cabling

· Major Infrastructure Changes [e.g.Active Directory, Voice over Internet Protocol (VoIP)]

· Setup, installation and moving of equipment due to major purchases or moves

The Contractor shall:

· Provide special project proposal for each project to include but not limited to:

· Project plan

· Project timeline

· Hours of effort

· Responsible individuals/hourly rate

· Utilize COR designated project software

Task 3 – Training

Training courses in systems, networks, security, emergency preparedness, and exercises or specific functional areas identified in work orders / technical direction. They may include instructing and debriefing agency personnel. This may require: formal classes, substantial preparation of training materials, specialized subject matter instructors with specialized subject matter and teaching experience, and coordination of all required activities.

Training methods may include: formal classroom training, use of simulation and modeling simulation applications, interactive video, computer-assisted training, Internet based training, individual tutoring, and other effective methods as specified in individual work orders/technical direction.

Task 4 – Account & Access Management (User Set-Up) Contractor will use the EPA-provided resource management system to track and process incidents for new users, user changes and user check-outs, currently uses Remedy to create and track incidents. The Contractor will follow the established EPA business process for all user management requests.

The Contractor shall be responsible for tracking incidents and processing the requests that are submitted through Remedy.

A Provision incident is created for a new EPA employee, Grantee or Senior Environmental Employment, student intern, or on-site contractor employee. Contractor will be responsible for hardware and software setup and installation. The incident should be completed within 5 working days after program office has submitted the request.

A Deprovision incident is submitted when an employee leaves the region. The Contractor shall be responsible for removing all IT equipment and returning it to inventory. The incident should be completed within 3 working days after the deprovision date. The final step in completing the deprovisioning is to make changes to the Asset Management module. Upon completion of this step, and updating of the system, the incident will be considered completed, and can be closed.

A User Change incident is created for an employee already on the network or working in EPA space, who may go on a detail to another office; accept a new assignment; change locations; or change names, etc. The Contractor will be responsible for any equipment changes or actions requested in the incidents submitted. The incident should be completed within 3 working days after program office has submitted the request.

Task 5 – Hardware Maintenance/Repair/Disposal Contractor shall be responsible for tracking hardware maintenance and warranty dates for equipment in the Region. In addition, it is the Contractor's responsibility to troubleshoot equipment problems and invoke any valid warranties when needed on equipment that has been reported inoperable. It is expected that the Contractor shall be proactive in utilizing the warranty before expiration when there are known problems.

When equipment is no longer under warranty or the repair needed is not covered by the warranty, then the Contractor shall be responsible for identifying the problem and correcting, when at all possible. If parts are needed, the COR shall be notified and EPA will be responsible for purchasing needed part. If the Contractor has determined that the cost of repair exceeds the value of the equipment (cumulative or one-time costs), the Contractor shall notify COR with a cost/value analysis, and provide recommendations for replacement. COR will be responsible for determining whether equipment should be tagged for reuse, recycle, or disposal.

The Contractor shall be responsible for preparing, coordinating and working with the Region's Property Officer and EPA mailroom contractor to schedule pick-up or disposal of equipment to be removed from inventory. The Contractor will follow the EPA prescribed method for preparing computers for excess.

The contractor will proved a report within 120 days of contract award that will list all hardware tracked with its warranty expiration date.

Task 6 – Inventory Management Contractor shall be responsible for the inventory of all IT hardware and software. This responsibility includes storing in EPA-provided locations; shipping when tasked; receiving new items; and tracking. EPA will provide electronic system that the Contractor shall utilize for inventory tracking.

Contractor shall update and ensure that all information is current and accurate. Updates shall be completed before an incident is closed.

When IT equipment is received in the region, the Help Desk will be notified. The Contractor shall be responsible to receive, unpack, set-up, test and install all computer hardware, protecting equipment security at all times. The Contractor shall inspect all equipment received for defects, and provide immediate notification to the COR of any damaged equipment. The Contractor will be responsible for notifying the vendor and/or shipping company of equipment that is received damaged.

When equipment is received in good condition, Contractor shall place an EPA decal with bar code on the equipment, and update Asset Management system to reflect new equipment. Contractor shall safeguard, protect, and store all hardware and software that is not immediately distributed. Contractor shall notify COR when new shipments have been received.

Contractor shall report to the COR all non-standard equipment and/or software found on users' desktops (software or hardware not purchased by EPA or not reflected in the Asset Management system), including non-EPA computers. The Contractor is not responsible for supporting non-standard hardware or software beyond installation.

Contractor shall install standard and non-standard software upgrades that have been approved by the COR. Contractor shall track all non-network software licenses for the region in the inventory management system. Contractor shall notify COR before EPA has exceeded the number of licenses available for distribution.

Upon request by the COR, Contractor shall provide various reports from the Asset Management system in regard to the inventory. The following are examples of reports that may requested: a report that displays all laptop users in the Region and the description of the desktop; RAM on equipment; funding source, user name and office; or all PC's with < 2GB of RAM in the region; or a report with regard to a specific PC; etc. An e-mail task will be submitted by the COR when a report is requested.

When equipment is no longer serviceable, the Contractor shall notify EPA COR and make recommendation to excess. Recommendation shall include a justification, with a brief cost analysis to explain the cost to repair versus replacement cost.

When a decision has been made by the EPA COR to excess computer hardware, the Contractor shall be responsible for notifying the Property Officer in the EPA Region. Regional Property Officer, staff or their contractors will arrange for excess material to be removed. The IT help desk support services Contractor shall safeguard, protect and store all equipment ready for excess until it is transferred.

In preparation for disposal of computer hardware, IT help desk support services Contractor shall remove all EPA decals or EPA identification from equipment before it is disposed of. Contractor shall ensure that hard drives and other storage devices scheduled for disposal have had data wiped according to EPA approved processes.

Contractor shall be responsible for the inventory and maintaining an adequate supply of consumable products for the Region (i.e., toner cartridges, projector light bulbs, computer parts for standard equipment, etc.). Contractor will be responsible for recycling of all used toner cartridges. Contractor shall notify COR before supply items are substantially diminished. EPA will provide a process for purchasing replacement supplies.

At the end of each quarter the Contractor shall provide the COR with a report of all unassigned equipment, sorted by type. Initial report shall include equipment type, decal number, funding source, warranty date. Prior to the end of the quarter, COR may request additional information be included in the report.

Task 7 – Continuity of Operations Plan (COOP) The purpose of the Continuity of Operations Plan is to provide emergency planning policy and guidelines for personnel to ensure that essential Agency operations are continued or reestablished in the event of an emergency and its aftermath.

In the event of an emergency or natural disaster and the implementation of the COOP, the Contractor's On-Site Manager, as well as all contract staff, shall be expected to provide services as required, either at the COOP facility or in other locations as they are established, during the implementation of the COOP.

No later than seven (7) days after award of the contract, Contractor shall designate two staff to serve as the Contractor's COOP representatives, who will coordinate with the IT COOP Manager. Designated Contractor staff shall participate in all scheduled drills and planning meetings at the direction of the IT COOP Manager.

Technical and support services could be relocated to the COOP site for periods as long as 30 days. In the event of an emergency response situation, contractor staff may be required to work in 12-hour shifts for the duration of the emergency. Since such an exigency cannot be anticipated and is generally considered unlikely, any such COOP operational circumstance will need to be negotiated at the time of occurrence.

The contractor will be responsible for providing support to for testing of and operation of the COOP facility in the event of an emergency situation. The COOP facility has the following capabilities which require Contractor support on an emergency basis: EPA Wide Area Network connectivity; Wireless Local Area Network (WLAN); satellite phone coverage; hardwired connections for data and VoIP; backup system to restore data from backups stored on-site. In the event of an emergency, the COR or Alternate COR will contact the Contractor to begin operation of the COOP. The Contractor will be paid overtime rates for any time they are required to respond after duty hours with advance approval from the COR or Alternate COR.

The contractor shall at a minimum:

· Provide for 2 hour response time from time of notification for onsite COOP support.

· Support COOP IT capabilities in support of EPA requirements.

· Support up to 8 planned COOP exercises annually with the following timelines:

· 6:15 A.M. and 6:15 P.M. on EPA duty days, 45 minute response to be onsite at COOP facility

· After business hours, 2 hour response to the COOP facility

Task 8 – REOC Task 8a – Desktop Management and Help Desk Contractor shall staff the Emergency Operations Center (EOC) with a primary staff person. Monday thru Friday, from 7:30 am to 4:30 pm. It may not be a rotation of staff. EPA will provide workspace and a desktop workstation for contractor staff in the EOC.

Backup support is required to cover day(s) or times that the contractors primary support technician is away from the EOC. The backup support technician should be trained to provide the same level of support in the absence of the primary support technician.

Contractor is expected to support all EPA standard software and applications in use or installed on the equipment in the EOC, (ex. MS Office 2007 suite, Lotus Notes, etc.)

Assist new users/temporary users in connecting to network/wireless/printers in EOC & alternate locations.

Test the National Video Teleconferences between Headquarters Emergency Operations Center (EOC) and the Region’s EOC on a monthly basis to test equipment functionality and maintain overall team effectiveness. Make sure it is operational during daytime hours from 7:30 a.m. until 4:30 p.m. local time.

Setup equipment as needed for exercises or training in REOC or alternate locations.

Systems/hardware in REOC are to be verified daily.

Maintenance of REOC audio visual equipment according to manufacturer specifications.

Task 8b – Work Orders/ Technical Directions (Projects) Identify & research potential technology solutions to support EOC as requested and approved by EPA. Back up research provided.

Work with EPA staff to develop a series of standard operating policies (SOPs) to support the REOC Operational Readiness and End User Support. The SOPs are intended to establish processes to support Duty Officers, On-Scene Coordinators, and Regional Response Support Corps (RSC) personnel with audio/Visual, telecommunications, and Information Technology needs. These SOPs must also satisfy the requirements outlined in the Core Emergency Response (Core ER) guidelines, the Region 10 IT policy. Contractor will be required to write the SOP and may seek input from EPA.

Contractor shall be knowledgeable in researching latitude/longitude and have the ability to produce GIS maps as needed.

Task 8c – Inventory Management Contractor shall coordinate with and assist the designated EPA Regional Technical Monitor (TMON) to ensure that maintenance agreements are in place for currently installed IT equipment and future equipment purchases for the EOC. All IT Emergency Response equipment, hardware and software, installed in EOC shall be tracked by the contractor in an EPA provided system. Contractor shall establish and maintain a maintenance schedule/agreement for inventory, and a schedule for maintaining equipment as approved by EPA. EPA will be responsible for establishing and funding maintenance agreements and contracts.

Contractor shall be responsible for tracking and maintaining a small parts/equipment inventory that will be used to make repairs of equipment that is not covered under a maintenance agreement or warranty.

Contractor shall maintain a simple check-in/check-out system for all REOC equipment (including GOVs, cameras, satellite phones, air cards, etc.).

Task 8d – Continuity of Operation Plan (COOP) Contractor staff assigned to the REOC shall provide support and participate with the Resource Support Coordinator during emergency exercises/emergency response drills/or actual incidents.

Task 8e – EOC Customer Training Provide basic-level training on equipment and technologies utilized within the EOC (estimated 4 courses per year). Some examples include, but not limited to, WEBEOC, OSC.net, Scribe, Traintrax, instruction on SOP/SOGs created for REOC, and Emergency Response Analyzer. When EPA is requiring a training course, a work order will be submitted with the direction to the contractor.

REOC staff lead shall be responsible for train-the-trainer type training with EPA on the audio/video and telecommunication systems that the REOC utilizes.

Task 8f – EOC Tasks (Daily and on-going throughout contract performance period)

· Provide data management support to Duty Officers, On-Scene Coordinators and Regional response personnel with computer, communication and video/audio needs. Such tasks may include but are not limited to; Routing video, audio and computer sources, GIS mapping support, computer modeling support, recording live video, video conferencing management, conference bridge management, communications support (satellite, HF, VHF), EPA response software operation and data management in general.

· Communications support in the REOC and in the field during an emergency response action. Ability to mobilize to the field to assist with the set-up, operation and maintenance of IT hardware and software, (i.e. satellite dish, and wireless communications). Testing is required for a successful field operation (estimated 3 times per year).

· Communications and IT support (remote & onsite support) at the EPA Region’s alternate REOC/EPA Region’s Emergency Response Warehouse.

· Contractor shall support EPA Response Support Corps. Support includes, but is not limited to, support to RSC staff for actual incident or exercises; track & distribute all ID clothing for EPA OSC and RSC staff, and for setting up various email boxes or SharePoint sites.

· Keep REOC supplies stocked (office supplies, printer and fax supplies, etc.) All consumables/supplies are purchased by EPA.

· Coordinate with EPA Headquarters EOC and other REOC's (especially backup Regions) for data management and video conferencing consistency and accuracy. Contractor will maintain the National REOC structure database to assist in overall data management and coordination between the REOC, Region’s IT, and Headquarters EOC. Within 7 days of implementation of the REOC support technician position EPA will provide or ensure that contractor has contact information.

· Provide communications and IT support at the alternate EPA Region REOC/EPA Region Emergency Response Warehouse (including installation and maintenance of IT network, HF radio, satellite television cabling and connection, satellite internet weekly testing and maintenance, desktop support for computers onsite).

· EPA Regions maintain a 24 hour spill response line. An EPA Phone Duty Officer is assigned to answer this line. The number is also programmed to ring on the EPA desks for all EMP staff and the REOC Contractor's desk. On rare occasions, in the absence of the Phone Duty Officer, the REOC contractor support technician may be asked to answer that line, take a message, and forward the message to the EPA Phone Duty Officer.

· National Response Center (NRC) will route reports to the Region. Contractor will be tasked with routing to appropriate staff and/or database.

· Contractor staff shall be responsible for daily operations of the REOC. It will be contractor's responsibility to support the audio/video and teleconference systems. Contractor is expected to be the expert and will be responsible for providing input and recommendations to EPA regarding the configuration, hardware and software installation related to the systems.

· Route audio, video and computer sources to the appropriate destinations

· Record special events and programs with the VCR and/or DVR

· Set up and monitor Video Conferencing calls

· Visual projector set up

· Conference bridge management, communications support (satellite, HF, VHF),

· Coordination with EPA Headquarters EOC and other RRCs for video conferencing consistency and accuracy.

· Coordination with EPA Headquarters EOC Communication technician for communication testing, support and training

· Maintenance and management of information processing, display, and transmission systems in the RRCs and field assets (mobile command posts, mobile EOCs and trailers)

· Staffing the RRC around the clock during major events and mobilizing to the field temporarily to assist with set up of field information processing, display, and transmission systems on-site.

· Travel (as requested) for training on IT best practices and issues in the Emergency Response program.

· Provide training as needed to Regional response staff related to topics covered in this SOW.

Develop and maintain a comprehensive plan for the purpose of supporting the Regional Emergency Operations Center (EOC) to ensure a constant state of readiness and provide end user support related to equipment, resources and operations of the EOC. The plan is intended to support Duty Officers, On-Scene Coordinators and Regional response personnel with information technology, communications and audio/video needs. The plan will address: management of the video/audio conference bridge for day-time hours (assume 0700 – 1800 local time) and technical management of Regional Response Center (RRC) Operations and Conference Rooms for the daily functions.

Task 9 – Enterprise Connectivity (Local Area Networks (LAN), Wide Area Networks (WAN), Wireless, and Telecommunications / Communications System Management Support, Security Cabling - Contractor shall be responsible for installing or relocating network cables, patch cables, telephone cables, and network cards as needed associated with the installation of individual network computers or telephone sets. These wiring runs will consist of drops from the telephone closet on the existing floor to the user's desktop on the same floor. Occasionally there may be a request for Contractor to drop cabling from one EPA floor telephone closet to another EPA floor telephone closet. All of these requests will be coordinated and monitored by the Senior Network Administrator.

Contractor shall document all wires installed using wire labels, install connectors on wires, support installation of VOID equipment, terminate wires to distribution panels or punch-down blocks, troubleshoot problems with non-functional wires and correct problems, install and move IT equipment, and remove unneeded wires. Any unused equipment or accessories shall be removed. Contractor shall ensure all cable installs (data and voice) adhere to agency, local building and city codes and requirements.

Industry Expert - The Contractor staff shall remain knowledgeable of current technology standards, trends and changes. The Contractor shall provide industry standard recommendations upon request by COR. The Contractor may be tasked to provide recommendations regarding hardware, software, parts or related IT systems before EPA purchases new equipment or supplies.

Planning, developing, scheduling, and coordinating the utilization, relocation, installation, changing, expansion, rearrangement and connection/disconnection of computer and telecommunications/communications systems, and networks, including ancillary data stations, cabling and biometric access controls in concert with environmental public policy considerations.

Identifying, analyzing, and effecting resolution of hardware/software/network solutions to include, but not limited to the following list:

· Trouble shooting

· Fault isolation

· Problem management

· Hardware/software evaluation, testing, installation, and training

· Configuration development and maintenance

· Hardware maintenance, board replacement and cable switching

· Implementation of software interfaces

· On call services

· Agency strategic and tactical communication systems

· Modeling and Simulation

· Digital Mapping

Managing telecommunications/communications computer systems and networks to include, but not limited to, the following list:

· Intranets, Internet, Electronic Commerce, Telephony, Digital Signature Technology and any other associated networking systems, including the support necessary to develop, implement, maintain, and secure such systems

· Utilize automated network management tools for monitoring and administration

· Provide and implement fail-safe security including incorporation of intrusion detection methodology and restart/recovery from attacks, and backup procedures in accordance with Government regulations, and continuity of operations.

· Integrate, install, and burn-in computer/network components and associated functions

· Network cable installation

· Ensure scheduled preventive maintenance is properly and promptly performed

· Contact vendor for remedial emergency repairs when hardware malfunctions occur

· Maintain the maintenance records on the equipment

· Develop operations, administrative, and quality assurance back-up plans and procedural

· documentation

· Ensuring compliance with existing Occupational Safety and Health Administration (OSHA)

· Regulations and environmental standards. Plan and perform telecommunications/communications security functions including, but not limited to: risk

· analyses, business continuity planning, vulnerability & interoperability assessments,

· contingency planning, system accreditation, security audits, security training, analysis of

· physical and software security operations, (both active and passive) developing anti-intrusion

· Systems for software, virus/worm/etc. detection and neutralization, and preventive measures.

· Support inter/intra agency requirements

Perform Telecommunications/Communications/Computer/Network Systems Operations to include, but not limited to, the following list.

· Web server support including web page updates and maintenance

· Process all jobs in accordance with established client procedures and practices

· Start up and shutdown of the computer system/network(s), including all required software “boots,” independent of software personnel

· Routinely perform checks for system/network degradations

· Recognize and take appropriate action(s) regarding equipment and/or software problems and notifying client agency personnel of systems degradations

· Complete incident reports for all abnormal operations

· Perform scheduled saves, backup, and restoration on file operations

· Reconfigure processors, when necessary, (i.e., system/network upgrades, enhancements, new releases, cutovers, etc.)

· Create and maintain “boot” media

· Communicate computer status to clients

· Maintain a clean and neat operating area

· Perform routine operator tape drive(s), disk(s), and other peripheral cleanings as well as routine cleaning and vacuuming of computer rooms

· Monitor the computer facility environment to ensure that the temperature and humidity are maintained within operating ranges and that emergency equipment is properly calibrated

· Maintain software licenses

· Perform console, tape, disk, printer, card reader/punch, communications/network equipment operations, and routine operator maintenance

· Plan and perform telecommunications/communications security functions to include, but not limited to: risk analyses, business continuity planning, vulnerability & interoperability assessments, contingency planning, system accreditation, security audits, security training, analysis of physical and software security operations, (both active and passive) developing anti-intrusion systems for software, virus/worm/etc., detection and neutralization, and preventive measures

This function will provide cable and/or communication system installation, workstation connection and integration, system testing, system security, system and/or user documentation, administrator and user training in compliance with security regulations, policies and procedures to include, but not limited to the following list.

· Cable and Wireless System Installation

· Workstation and Telecommunications/Communications Devices Removal, Connection,

· Installation/ De-installation, Moving, and Integration

· Hardware and Software

· Wireless and Video

· Biometric Devices

· Digital Signature Devices

Data and/or media management functions shall include, but not be limited to the following list.

· Perform system backups and/or restores

· Data Recovery Services

· Recover damaged, corrupted, or virus infected data or media

· Maintain the physical library

· Perform operations for media management

· Retrieve/store media for job set-up and completion

· Record media sign-ins/outs

· Perform purges

· Prepare, record, and/or store computer magnetic media and/or paper document products offsite

· Perform data security analysis, implementation, and administration

The intent of Infrastructure and Security task is for the contractor to provide complete and accurate network administration and Information Assurance services, security analyses and recommendations on proposed changes. The contractor team will work with EPA networking and security staff to provide support and mitigation of any IA or IT Security related problems affecting EPA Region.

The contractor shall at a minimum:

· Provide timely response to EPA CSIRC alerts on intrusions, service disruptions and incidents threatening EPA network.

· Work with CSIRC to mitigate any threats requiring immediate corrective action.

· Document, respond and mitigate suspected IT security incidents on the Regional LAN.

· Report any suspected incidents to the ISO and EPA CSIRC.

· Provide timely response to EPA ISO on monthly Vulnerability Scans.

· Ensure the applicable security controls within the following NIST 800-53 control families are in place: AC, AU, CA, CM, CP, IA, MA, MP, PL, PS, RA, SA, SC, and SI.

· Provide documentation to ISO on security control implementation.

· Review responses on the Core controls in the EPA’s security self-assessment system to assure that they are correct.

· Work with ISO to address deficiencies in the implementation of any controls.

· Ensure system configurations and patches are maintained on all Regional networked systems (switches, servers (all OSs), virtual servers, and virtual desktops).

· Patch all network platforms as directed in EPA CSIRC Alerts.

· Review as requested all EPA standard system configuration and vulnerability reports for Region systems to ensure their compliance with EPA security standards.

· Daily check for unusual or suspicious network activity using EM7, Scrutinizer, ArcSight Logger or other tools as necessary.

· Notify SME and take immediate corrective action on all discrepancies, as directed by the…