RFP_SP4701-16-R-0055.pdf

End User IT Support/Services for Central-Southern Region

SP4701-16-R-0055

COMBINED SYNOPSIS/SOLICITATION

REQUEST FOR PROPOSAL

(1) Action Code: N/A

(2) Date: July 29, 2016

(3) Year: 2016

(4) Contracting Office Zip Code: 19111

(5) Classification Code: 541519

(6) Contracting Office Address:

DLA Contracting Services Office Philadelphia 700 Robbins Avenue, Building # 26/2, North Side Philadelphia, PA 19111

(7) Subject: End User IT Support/Services for Central-Southern Region

(8) Proposed Solicitation Number: SP4701-16-R-0055

(9) Closing Response Date: August 19, 2016

(10) Contact Point: Eugene Marrone Eugene.Marrone@dla.mil, 215-737-5230

(11) Contract Award: NA

(12) Contract Award Dollar Amount: NA

(13) Contract Line Item Number: See section (16) below

(14) Contract Award Date: NA

(15) Contractor: NA

(16) Description:

(i) This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. This requirement shall be restricted 100% to Small Businesses.

(ii) Solicitation Number:

(iii) This solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2005-87.

(iv) The North American Industrial Classification System (NAICS) code for this acquisition is 541519.

(v) BASIS FOR AWARD: Award shall be made to a responsible business whose proposal represents the lowest price technically acceptable.

(vi) Schedule of Items/Statement of Work:

DLA Information Operations (J6) has a requirement for End User IT Support/Services:

3.1 BACKGROUND

The Defense Logistics Agency provides worldwide logistics support for the missions of the Military Departments and the Unified Combatant Commands under conditions of peace and war. In support of Defense Logistics Agency’s (DLA's) mission, DLA) Information Operations, J6, is the Agency’s knowledge broker, providing comprehensive, best practice Information Technology (IT) support to the Department of Defense (DoD) and DLA Business Community resulting in high quality information systems, customer support, efficient and economical computing, data management, and telecommunication services.

DLA Information Operations (J6) has the responsibility of providing End User IT support services for its user population as well as those of other DLA, DoD and contractor entities and the activities that these organizations support on DLA operated facilities.

The Information Operations Stakeholder Integrated Services, Customer Support and Readiness (J63A) office is responsible for providing Enterprise IT Helpdesk and Desktop level End User Support functions worldwide. End user / Desktop Support work is provided by a mix of government and contractor personnel and is divided into Regions for support efforts. These regions are: Europe/Africa/Southwest Asia, Northeast United States, National Capital Region, Southeast United States, Central United States, Western United States and Pacific. Some of these regions will be split up to Sub Regions due to their Geographic size and/or scope of effort.

The purpose of this document is to provide objectives and requirements for Information Technology (IT) End User customer support for DLA users at DLA facilities and locations as prescribed herein.

IT support is typically aligned based on levels of responsibility and capability. The IT Incident Management goal is to return to normal service level, as soon as possible, with the smallest possible impact on the business activity of the organization end user. The IT Incident Management process is handled in a tiered approach.

Initial Contact: This level is typically the initial contact with the customer and handles requests for service (i.e. incoming calls, emails, walk-ins, reports, letters, radio requests, etc.), assesses the impact, severity, and priority of the incident; and attempts to resolve the problem during the initial customer contact. This is work provided by another part of the IT organization.

Direct Customer Support: This level can be referred to as deskside support and includes typical touch labor functions, remote control support processes, management and maintenance of IT equipment used by the DLA end user. This level will typically be provided incident or service request tickets for issues / problems not resolved on initial contact. Due to the proximity to the customer, this level may receive initial contact requests with the customer and should accept and enter those requests into the call management system.

The final level of support, and not included in this requirement is back end systems administration / application development. This is work provided by another part of the IT organization to strives to maintain systems availability and security.

Note: Of the above Tiers of Support, Direct Customer Support is the only required support from the prospective awardee.

Service requests (work orders) are also managed and are standard services when a user requests support, delivery, information, and advice which are not a result of a failure in the IT infrastructure.

Special Notice:

Primary initial contact support will be provided by the DLA Enterprise Helpdesk (EHD-T1).

The EHD-T1 provides a single point of contact (SPOC) serving the DLA’s 36,000+ end users at various global locations. EHD service provider performs a multitude of activities.

They answer DLA’s end users’ calls, emails, and web submissions, via contractor provisioned, configured and managed technologies. They log all trouble tickets into a government provided incident and service management solution conforming to ITIL v3.

The technology is configured and managed by the government.

3.2 Objective and Scope

The objective of this initiative is to provide End User IT Operations Services/Support to all DLA users/customers in a geographic area. This service/support will be focused primarily on the users that are located in the Central-Southern Region area and may be defined to a subset of that region – see below for specific locations. The Contractor shall ensure that all customers, whether in the defined service area, Teleworking, working remotely, or at another duty location receive the same high quality service and support. This effort shall continue to promote commonality of function and administration.

The scope of this effort is to provide End User IT operations and support for users of DLA information systems to include the Non-Classified Internet Protocol Routing Network (NIPRNET) and Classified Secret Internet Protocol Routing Network (SIPRNET), and theater based specific networks. IT support is required for the Technology Management of DLA systems resources at the locations identified in the Place of Performance.

3.2.1 Incident Management. The contractor shall triage, identify, work and resolve IT incidents encountered by DLA IT system users, by following and complying with approved DLA standard operating procedures. The goal is to return DLA users to productive service within the timeframes identified in the performance metrics of this contract.

3.2.2 Service Request Management. The contractor shall review, action and resolve IT service requests assigned, by following and complying with approved DLA standard operating procedures. This includes but may not be limited to request for changes in environment, installation, move or change in computing hardware or software, or changes to the physical infrastructure.

3.2.3 Escalation Management. The contractor shall immediately escalate Incidents or Service Requests that are outside the scope of their responsibility to the appropriate work group. The contractor shall follow and comply with DLA standard operating procedures.

3.2.4 Program Management. The Contractor shall provide program management support to ensure that work performed over the life of the contract is managed efficiently and effectively and that requirements and performance goals are met. The contractor shall review services provided and recommend improvements to DLA IT operating procedures what will provide gains in efficiency and customer satisfaction while reducing operating costs.

3.2.5 Support Environment. The contractor shall provide end user support, to include configuration, build, tear down, placement, maintenance and administration for the following types of equipment: desktops, laptops, thin clients, Windows and Apple Tablets, Scanners and digital plotters, Desktop and Network printers, iPhones with CAC reader, other mobile devices, monitors and VOIP desk phones and other devices as defined by the government.

3.2.5.1 Contractors shall be required to support systems and users operating on classified networks and to provide incident response as a result of spillages and systems recovery efforts. The Contractor shall ensure that a minimum of the identified support staff maintains active SECRET clearances for support purposes.

3.3 Specific Tasks

3.3.1 Program Management Support

The Contractor shall provide program management support to ensure that work performed over the life of the contract is managed efficiently and effectively and that requirements and performance goals are met. The Contractor shall ensure that DLA systems support are planned, developed, tested, deployed, and operated in a controlled manner.

Communications between all team members is critical to ensure that DLA users, networks, and systems are successful. The Program Manager shall be the single point-of-contact to ensure effective program management, direction, administration, quality assurance, and control of the contract.

3.3.1.1 Transition Plan: The Contractor shall provide a transition plan identifying project in- and out- transition processes and schedule. The contractor shall plan and execute a support transition plan for the sites listed below, to begin support transition on the date identified and to provide full performance on, or before, the full performance date as specified in this contract.

3.3.1.2 Weekly meetings. The contractor shall meet weekly with the COR/COTR to discuss issues, concerns, and on-going efforts, as well as address identified program risks and action items.

3.3.2 Project Management

The vendor shall develop project plans, determine additional hardware requirements, and recommend strategies to meet government requirements for the deployment of new software and OSs as required, at the direction of the government.

3.3.2.1 Service Collaboration. The vendor shall collaborate with all other J6 Enterprise Service Areas (ESAs) and contract support teams required to provide and maintain world-class services for the DLA customer. The Vendor will be required to interface with other vendor personnel performing on other contracts awarded by the government in support of Information Technology management. Vendors providing IT support to the DLA customer should collaborate and coordinate actions to the maximum extent possible to alleviate contention for resources or duplication of effort. Issues arising from lack of collaboration shall be brought to the COR / COTR attention immediately.

3.3.3 End User Support (Desk-side and Remote Assistance)

The goal of Desktop Support Services is to maintain and return customers to normal IT Operations, as soon as possible, with the smallest possible impact on the business activity of the organization’s end user(s). The vendor shall provide local and remote Technical Support Services for end user support on the NIPRNET and SIPRNET for DLA users/customers/activities located in the defined service locations. The vendor shall provide more complex support for IT Solutions software and hardware service request/incident processing for end-user issues that are not resolved at Initial Response Support level. This support includes the tracking of incident/service request from receipt through closure using a DLA Trouble Ticket Tracking System. DLA J6 currently utilizes the “Commercial Off the Shelf” (COTS) software “BMC Remedy”; however, the vendor shall use the system provided by DLA to remain consistent across the DLA Enterprise.

The Contractor shall provide IT support in the following task areas:

3.3.3.1 Device Build, maintenance and administration. The vendor shall provide hardware/software configuration of desktop, laptop, thin clients, mobile devices and printer/scanner devices as required by DLA standards. This shall include setup, installation, initialization, and test of hardware/software, operating systems (OS), interfaces (user, network, and applications), and standard applications. The vendor shall perform troubleshooting and reconfigurations due to problems, performance issues, or requirement changes. Baseline configurations shall be applied using disk-imaging utilities. The vendor shall utilize a DLA standard workstation image, deploy the image to the staged hardware and deploy the system to IT Systems as required.

3.3.3.2 IT Incident and Customer Service. The vendor shall resolve IT Incidents assigned to their workload queues in the government provided Trouble Ticketing System within the timeframes required in this performance work statement. The timeframe is defined as the time from when the incident ticket is placed in the support group queue in the trouble ticketing system until the time the problem is resolved and verified with the user. These include but are not limited to:

IT Incidents involving VIPs must be resolved within 4 hours (Primary Period of Service (PPS) and Outside of PPS) 98% of the time.

High/ Critical priority Incidents will be resolved within 4 PPS business hours 98% of the time.

Medium and Low Incidents will be resolved within 3 business days 98% of the time.

Speed to Assign Incidents will be completed < 1 hour 85% of the time Initial Response to the Customer (e.g. Email, Phone, OCS) for Incidents will be processed <4 hours

85% of the time during PPS.

3.3.3.3 IT Service Requests. The vendor shall review, action and resolve IT service requests assigned (See Attachment 4), to include documenting resolution and actions taken in the trouble ticketing system. This includes but may not be limited to request for changes in environment, installation, move or change in computing hardware or software, or changes to the physical infrastructure. Service requests shall include work required by another J6 Enterprise Service Area (ESA) in support of overall mission completion. The timeframes for service request resolution as defined in this contract are:

Work Orders / Service Requests shall be resolved within 5 business days 85% of the time. Service Requests that are awaiting delivery from resulting from a procurement shall be placing in a “pending” status and resumed when the item is available.

Speed to Assign Work Order / Service Request will be completed < 1 business day 85% of the time.

Initial Response to the Customer (e.g. Email, Phone, OCS) for Work Order / Service Request will be processed <3 days 85% of the time.

Service Request resulting from a CERT Tasking. The Vendor must coordinate, manage, implement, track and support all CERT issued guidance in the timeframes specified in the messages. Preliminary analysis must be completed within 48 hours of receipt and posted in the appropriate tracking system as determined by the

Government. If a Plan of action and milestones (POAM) is warranted, it must be submitted to the Government 5 working days prior to the due date unless otherwise specified in the CERT Tasking.

Utilize approved automated systems to remotely deploy applicable software upgrades, patches, and mandated DLA Computer Emergency Response Team (CERT) tasking’s.

Remediate scan result findings as required.

3.3.3.4 Software Support. The vendor shall provide software support:

Provide software integration, identification of products to meet customers’ requirements current and future.

Provide technical support, software installation and configuration.

Augment support for releases/upgrades/patches, configuration, troubleshooting and resolution for various software packages.

Provide feedback to Application Developers regarding COTS/GOTS software code or software defects.

3.3.3.5 Device wiping and restoration. The vendor shall wipe and/ or restore to working order IT equipment where practical. Devices that have been designated to be no longer useable or to be disposed of shall be wiped of data in conformance with DLA and DoD standards.

3.3.3.6 Asset Management. At sites without a formal asset management team, the vendor shall provide asset management functions including management of shelf stock, shipping and Return Merchandise Authorization (RMA) services as needed for the locations identified in this document. The vendor will be required to keep inventory records current in the DLA Inventory Tracking and Management (ITAM) system. For sites with formal asset management team members, the contractor shall only be required to assist in prepping items for shipment or final disposition to include cleaning and wiping of data. Sites that require the vendor to provide full asset management support will be identified in the site location attachment. At these non-prime locations the vendor shall provide minimal asset management support to include maintaining a minimal stockpile of spare equipment to support the on-site customer as directed by DLA Asset Management (J64). This support includes asset accountability, storage and issue tracking. The vendor will not be expected to complete annual wall-to-wall inventories.

3.3.3.7 Installations, Moves, Adds, Changes (IMAC). The vendor shall be responsible for coordination and the physical execution of Installations/Moves/Adds/Changes (IMACs).

One IMAC should include a workstation, monitor and peripherals associated with an individual, where applicable. One IMAC should also contain the removal, storage, and subsequent replacement of such equipment during office furniture modification, and other applicable events, and operational verification once finished. IMACs shall be completed on the prescribed date on the service request but not later than 5 days from submission.

3.3.3.8 Technology Refresh. The vendor shall plan for technology refreshes as determined by the government. The vendor shall anticipate, plan, and augment staff appropriately for technology refreshes. The vendor shall ensure user data is safeguarded and properly secured during device replacements or refreshes. The vendor shall plan for a 20% replacement per year. Surges may be required for upgrades to technology or operating systems.

3.3.3.9 Mobile Devices. The vendor shall provide sustainment support and the installation, configuration and maintenance of the DLA-Wide Mobile Device services, to include, but not limited to:

Manage, maintain, support, troubleshoot and optimize mobile solution presently in place while making suggestions and adjustments to future needs. Keep pace with new products and enhancements to mobile technology.

Assist the government in providing technical reviews for mobile computing devices.

Respond to user requests for service and/or information for their mobile device needs.

Deploy enterprise applications and software for mobile devices, to include wireless air cards, access points and Operating system updates.

Train end users on mobile device technology Assist with the deployment of security and device management policies

3.3.3.10 Special Needs Support. The vendor shall provide technical support and assistance for users with special needs. This support includes work such as requests for hardware/software to support persons with disabilities. Examples include but are not limited to: ZoomText, JAWS, Dragon software, Sorensen/Z5 video phones, tablets or other type of video enabled devices.

3.3.3.11 Ancillary Services. The vendor may be required to augment other DLA vendor/service areas to include but not limited to: installation / removal of hardware components, installing patch cables and / or power cycling of devices.

3.3.4 DLA Information Operations Enterprise Initiatives

There are or may be many DLA Information Operations initiatives underway to update, consolidate, and/or streamline IT operations and capabilities across the DLA enterprise.

The Contractor shall participate in meetings and discussions and provide technical expertise/recommendations and support for these initiatives as requested by the government. The Contractor shall also provide support in the deployment of these initiatives. Note: Should any contractor participation pose itself as a potential conflict of interest, the contractor shall notify the contracting officer immediately for review and a determination.

3.3.5 Mobile Computing Support and Administration

DLA uses mobile computing within their operating environments; these items include, but are not limited to; Handheld PCs (scan device), Tablets and Tablet PCs. These devices may run a variety of mobile operating systems, including Android OS, Windows Mobile OS, Apple's iOS, and even genuine existing Windows desktop OS. DLA J6 has the responsibility for program management of all mobile computing devices used by DLA users.

Throughout this initiative, the government will be responsible for fielding questions from the DLA enterprise to determine requirements and ensure that there is a standardized solution set. The Contractor shall provide end-to-end service and support for mobile computing devices and infrastructure to include administration, configuration, troubleshooting, maintenance, technical support, software deployment and coordination with external support resources.

The Contractor shall provide hardware and software technical support and administration for all mobile computing devices; this will include the operating systems identified above.

Specific device support in the way of hardware, software or device drivers shall be supported by the contractor.

The Contractor shall:

Assist the Government in obtaining quotes for procurement of new and replacement systems for mobile computing devices.

Assist the Government in providing technical reviews for mobile computing devices, including validating operating systems and hardware to meet DOD security requirements.

Install and configure mobile devices to the government’s specifications.

Provide software deployment to mobile devices at the direction of the government.

Provide troubleshooting and technical support to end-user on mobile devices.

Provide support, in conjunction with vendor provided support, for all mobile computing devices.

Provide training for mobile devices to users.

3.3.6 Wireless Device Administration

The Contractor shall provide local telecommunications technical support and administration for commercial mobile telecommunications and mobile devices to include but not limited to, cell phones, air cards, MIFI, iPhones, and iPads. This technical support shall be provided to all applicable DLA users within the area of this PWS, and remote users when applicable.

Coordinate with the government as needed with the COR/COTR for telephony services.

Support includes international services for deployed personnel as well as additional support for other DLA locations as determined by the Government.

The Contractor shall:

Assist the Government in obtaining quotes for procurement of new and replacement systems for cell phones, air cards, MIFI, iPhones, iPad and/or current DLA mobile device hardware/services.

Assist the Government in providing technical reviews for mobile telephony services and hardware requirements.

Provide support, in conjunction with vendor provided support (e.g. Sprint, Verizon, at&t, etc.), for all wireless devices.

3.3.7 Application Administration

The Contractor is responsible for application support of COTS applications as determined by the Government. The Contractor shall also work with the Government on enterprise application initiatives. A sampling of approved applications and software to be supported within our environment can be found in the DLA IT Solutions Document on eWorkplace.

3.3.8 Problem Identification and Resolution

Contractor shall respond to Government requirements in a professional and timely manner;

they shall complete work fully and on-time, with no rework, within the due dates/timeframes specified. Below – List of sites identifies the current breakdown of IT Incidents and service requests (work orders) by site. This information is provided as work estimates only. The contractor shall be responsible for identifying and bidding specific workload. They should expect the number of incidents and service requests to fluctuate +- 10 percent per year.

Tickets shall be recorded and tracked from cradle-to-grave in the DLA ITSM trouble-ticket application. Work will fall under two main categories: Incidents and Service Requests (Work Orders)/Tasks.

3.3.8.1 Incidents. An Incident is often referred to as a “break/fix.” As the term “break/fix” suggests, an incident is used when a user(s) requests support, delivery, information, and/or advice as a result of a failure/degradation in IT equipment/infrastructure. The contractor shall manage incidents using DLA standard operating procedures and within the timeframes required by this contract. The contractor shall verify problem resolution with the customer prior to ticket closure.

In addition to capturing all of the workload, the Contractor shall contribute to a problem resolution knowledge base to assist in resolving problems.

The Contractor shall research the problem, determine cause, and recommend corrective action. Problem reports shall be recorded, tracked, and resolutions entered into the DLA provided problem tracking system.

3.3.8.2 Service Requests (Work Orders)/Tasks. Work orders/Tasks are generally for standard services when a user(s) requests support, delivery, information, and/or a device which are not a result of a failure/degradation in IT equipment/infrastructure. Work order requests will describe the work to be performed/accomplished, as well as designate the date the work is to be accomplished. If a due date is not specified in the work order request, standard Service Requests timeframes apply.

If the work requested by the user/Government requires support/service(s) to be performed by more than one functional area (i.e. LAN, EUS, Telecom, etc.), tasks shall be utilized within the current ticketing system. In this situation, the work order would capture the overall work to be performed and individual tasks would be created for each functional area to perform their respective duties/work to accomplish the requested work. The level of criticality placed on a work order/task is not predictive of a specific due date. The criticality is an evaluation of the work to be performed relating to the respective ESA and/or functional areas’ missions; classification will be either “Routine,” or “Priority.” The Contractor shall anticipate projects that are highly critical to the respective ESA and/or functional areas’ mission(s) but may take several days/weeks to accomplish and vice versa.

All actions in response to work orders/tasks shall be documented within the work order/task resolution field(s).

3.3.9 LOCATION UNIQUE TASKS

In addition to the other requirements listed in this document, the contractor shall be responsible for these site or region specific requirements;

3.3.9.1 None for this Region

3.3.10 Transition Period

3.3.10.1 The vendor recognizes that the services under this contract are vital to the government and must be continued without interruptions and that, upon contract expiration, a successor, either the government or another vendor, may continue them. The vendor agrees to exercise its best efforts and cooperation to effect an orderly and efficient transition to a successor. No additional compensation will be allowed for this period.

3.3.10.2 The transition period shall not exceed 30 days in which the Follow-on vendor shall gradually assume workload as defined in their transition plan. The follow-on vendor shall be responsible for all work and all pending work on the first day following the transition period. The KO will determine the start of the phase-in period by issuing a “Notice to Proceed”.

3.3.10.3 The follow-on vendor or government shall assume full operational responsibility for all tasks upon successful completion of all phase-in tasks and approval by KO or the DLA J6 COR/ACOR. When operational responsibilities are assumed, follow-on vendor shall immediately begin operations in accordance with the PWS requirements.

3.3.10.4 The follow-on vendor shall provide a Transition Plan in accordance with the instructions in Section (viii) of this solicitation. The approved transition plan of the successful offeror will be incorporated into and become part of the resulting contract.

3.3.10.5 At a minimum, but not limited to, the following data/documentation/information shall be provided by the vendor to the transition Contractor and the Government:

Local POC information at all sites (name/address/phone numbers) All process standard operating procedures and supporting documentation from all areas

Current status of all open incidents and work orders

Tokens, RSA devices or other access control tools shall be returned to the government at end of contract

3.3.11 Transition Plan

The Contractor shall provide a written plan for the transition of services from the incumbent Contractor to the transition Contractor to perform all IT Operations actions required. The finalized Transition Plan shall be provided at time of contract award and shall describe all transition requirements/personnel provided by the Contractor to execute the transfer of knowledge, as well as processes and schedule. During the transition phase, the Contractor shall provide weekly transition progress reports. The Contractor shall submit all written plans, updates and progress reports electronically to the Government.

3.3.13 Training

The Contractor shall provide fully trained, certified, and experienced IT personnel. Training of Contractor personnel shall be performed by the Contractor at the Contractor's own expense with the exception of government proprietary deemed mandatory training for all personnel.

The Government will not authorize training for Contractor employees to attend seminars, Symposia, or User Group Conferences, unless certified by the Contractor and the DLA agency/organization that attendance is mandatory for continued performance of the contract's technical requirements. When training is authorized by the CO or COR in writing under the conditions set forth above, the Government will reimburse the Contractor for tuition, travel, and per diem, as required.

Training at Government expense will not be authorized for replacement personnel or for the purpose of keeping Contractor personnel abreast of advances in the state-of-the-art or for training Contractor employees on equipment, computer languages, or computer operating systems that are available on the commercial market.

Dates, times, locations and the selection of training service providers are at the sole and exclusive discretion of the Government.

3.4 Travel

Travel will be required under this contract. The contractor shall be expected to travel to other DLA or remote sites to repair/replace equipment and provide on-site IT support to customers in the field. The majority of travel will be accomplished over a short duration (1-5 days); site visits may be required as authorized by the Government. Long term travel, defined as any travel exceeding a cumulative 90 days for an individual during the contract year, is not anticipated. Travel expensed to the government shall be approved by the government prior to execution.

3.4.1 Travel Requests

When Government directed travel is requested, the contractor travel, regardless of distance or duration, must be approved by the CO/COR prior to travel. Upon receipt of a COTR-approved work order (including purpose, location, and POC information), the contractor shall prepare a travel estimate in accordance with the Federal Travel Regulations (FTR) and submit the estimate via email to the COR for final approval.

3.4.2 Travel Claims

When Government directed travel is required; all travel and travel-related expenses (per diem, airfare, transportation, etc.) shall be accomplished on a cost-reimbursement basis and will be conducted in accordance with the FTR and FAR 31.205-46. Additionally, it is non-fee bearing and shall only be allowed up to the limits of the FTR/FAR. The Contractor shall be required to submit travel receipts for reimbursement as outlined by the FTR. When required, the most reasonable means of ground transportation (i.e., POV, taxi, bus, car rental) shall also be used. Contractors cannot use GSA city pair contracts. The airfare shall be the prevailing rates for commercial airlines at tourist class.

3.4.3 Trip Reports

The contractor shall prepare trip reports for each travel occurrence if requested by the government. If required, the contractor shall prepare a trip report to capture the following:

Purpose Outcome of benefits to the organization

Actions emanating Travel Dates Location Names of all attendees/travelers If applicable, any deviation to the trip/travel arrangements unforeseen at the time the travel request(s) was accepted by the COR.

Point of contract information: name, phone number, email

3.5 Furnished Equipment and Information

3.5.1 Government Furnished Equipment (GFE)

The government will provide all necessary office space and furniture, computer hardware and software, office supplies, telephone and voice mail, access to printers and copiers, and email access to assigned vendor personnel when required in direct support of this contract.

3.5.2 Contractor Furnished Equipment

The vendor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items/services.

The vendor shall provide safety equipment while performing hazardous duties in both the office and warehouse environments. The required safety equipment may include, but is not limited to, safety shoes, glasses, harness, and lanyard.

The vendor shall provide vehicles to be used for the transportation of vendor personnel and government IT equipment to various buildings within the designated location(s), or between locations listed in this contract. Vendor-furnished vehicles and operators shall meet all applicable licensing, insurance, registration, local environmental and safety requirements.

3.6 Period of Performance

The period of performance for the resulting contract will be from one year beginning the day the date the award is signed, with the potential for multiple option periods.

The Period of Performance will be aligned with a regional concept. The base period will have multiple sites with staggered starts and a common end period, option periods will all have the same start and stop dates.

Central-Southern Region Base 10/1/2016-9/30/2017 Red River 10/1/2016-9/30/2017 San Antonio 10/1/2016-9/30/2017 Corpus Christi 10/15/2016-9/30/2017 Oklahoma City 4/10/2017-9/30/2017

3.7 Place of Performance

The primary duty locations for this contract are in the Defense Logistics Agency (DLA) sites listed below. The Contractor shall provide support for all DLA users and approved contractors and visitors assigned to the identified locations within this region to include assisting Medical Telework users at their homes, as directed by this contract and the government. As part of the contractors proposal and staffing plan the contractor shall provide a listing of what locations they will provide on-site support and what locations they will support using primarily remote assistance.

3.7.1 Hours of Operation

Primary Period of Service (PPS) is defined as 0600 – 1800 (6:00 am – 6:00 pm), Monday – Friday except nationally recognized holidays. At a minimum, the contractor shall provide a staff of qualified technicians during the hours of 6:00 AM (0600) through 6:00 PM (1800) local Time, Monday through Friday, Federal Holidays excluded, unless specified differently in Task Order.

The Contractor shall provide on-call support on a 24-hour a day, 7-day a week basis for resolving VIP hardware and software problems or providing other emergency support.

Contact will be via contractor established processes from the EHD, Information Technology Operations Center (ITOC) or COR/COTR. The contractor shall respond to VIP support issues as required in the established performance metrics. For other emergency situations, the contractor shall respond via telephone within 30 minutes of initial contact, and if requested shall have response personnel on-site within 1 hour of initial contact.

3.7.2 Facility Closures. Delayed opening (due to inclement weather, etc.,) or closure, employees whose primary duty location is at the identified location are not to report to work until the designated opening time. They cannot come to work prior to the announced opening time, unless they are clearly and officially designated mission essential. Mission essential areas will be specified in the contract.

3.8 Deliverable Information

Deliverables shall be provided in the format specified by the Government, which can include reports, spreadsheets, tables, and/or charts. The Contractor shall provide all deliverables to the COR or COTR as designated by the government as noted in Attachment 1 of this PWS. The government may require the contractor to post the deliverables in a collaboration site provided by the government. When a deliverable is posted, it shall show the date/time that it was originally posted as well as date/time and version history if a modification to the deliverable is made.

The contractor shall provide all deliverables as described in Attachment 1 of this PWS.

3.8.1 Quality Assurance Surveillance Plan (QASP)

The QASP identifies the methods the government will use to measure performance of the service provider against the requirements and performance standards of the PWS. The QASP consists of guidelines for performance surveillance, evaluation, reporting, deficiency notification and adjustments. Deliverables and performance measures are examples of some of the elements that will be associated with quality assurance review, consideration, and evaluation.

3.8.2 Acceptance of Deliverables

The Contractor shall submit quality technical documentation, analysis, deliverables, and reports; they will not be acceptable if they require two (2) or more revisions or resubmissions per deliverable.

The procedure for the inspection and acceptance of initial deliverables is as follows:

The Government will have five (5) business days from the day the draft deliverable is received to review and provide comments, written acceptance, and/or change requests, if any, to the Contractor to either approve or disapprove the deliverable.

Upon receipt of the Government comments, the Contractor shall have five (5) business days to rectify the situation/incorporate any change(s) and resubmit the deliverable to the Government. No response from the Government within five (5) business days constitutes acceptance.

Deliverables will be considered “unacceptable” if they require two (2) or more revisions or resubmissions per deliverable.

3.8.2.1 Performance Measurement Report

The Contractor shall provide a weekly performance report that recaps End User metrics for the previous week. It shall reflect each measureable function, metric name, objective, and actual result for the following areas:

Total Workload o Total Tickets: incidents opened, incidents closed, work orders opened, work orders closed, tasks opened, and tasks closed End User Resolution: average time to resolve for each ticket category CERTs/POAMs: Number of CERTs received quantity that were/were not applicable, number completed in the requested timeframe; quantity of POAMs generated, number completed in the reporting period, as well as the number outstanding.

3.8.3 Performance Metrics: Please see Attachment 2 for Performance Metric Information

3.9 Performance Review and Payment

3.9.1 Purpose of Measures

Performance measures will be used to assess the Contractor's performance under this contract issued in order to determine whether the Contractor is performing at acceptable levels in order to apply disincentives/incentives to contract payments. Payments will be comprised of the base amount plus a disincentive/incentive component.

The Government will make objective and subjective assessments of the Contractor's performance to determine whether contract performance is acceptable. The Contractor is expected to perform all functions in a professional manner and prepare accurate and timely documentation. Progress will be tracked based on the milestone event when the Contractor receives a specific tasking. Performance may vary with the complexity of the acquisition and/or technical document. The number of completed actions will be balanced against the quality of this output. It is expected that the documentation and procedures will comply with all major regulatory and process requirements and agency policies and procedures.

3.9.2 Performance Measurements

The performance measurements under this contract shall be based on timeliness and quality of the work and deliverables provided by the Contractor under the contract. These measurements are defined as:

Timeliness – The completion of tasks and/or the submission of deliverables within the schedule set forth by the government during the performance of the contract.

Quality – The quality of work completed under the resulting tasks will be measured based on the Government’s determination of the validity, accuracy, clarity and usefulness of a deliverable or if the work performance met the expected outcomes as was communicated to the Contractor by the government.

Performance measurement metrics – The vendor’s performance will be monitored by the DLA J6 COR/ACOR/COTRs for each TO using one or more of the following methods of surveillance: random sampling, 100% inspection, and customer feedback. The vendor shall perform at full performance; a 100% expected quality- and timeliness- level applies (i.e.

meets or exceeds the requirements, no customer complaints). The vendor is paid 100% of monthly invoice if they meet this requirement. These findings will be the basis for the amount paid for the task for that month. The tasks will be rated on the performance of the vendor on the timeliness and quality of the services provided using the adjectival ratings for each criterion as shown below. For any rating less than “Good,” the KO will review the performance documentation and make the final determination for the rating.

Below are the Performance Standards that will be used in evaluating performance in determining the amount of the payment owed to the vendor. Performance standards and ratings are designed to determine if performance exceeds, meets, or does not meet a given metric and acceptable quality level. The performance will be rated by the DLA J6 COR/ACOR/COTR prior to payment. These findings will be the basis for the amount paid for that period. Note: The application of these performance ratings or failure of the government to apply these performance ratings does not waive any of the government’s rights to damages under this contract. The following overall ratings shall be used:

Good – Performance meets or exceeds contract requirements in terms of timeliness and quality. The DLA J6 COR/ACOR recommends and the KO will make a determination to pay the contract 100% of the invoice amount.

Fair – Performance meets contract requirements with either only minor performance issues or minor timeliness issues. The performance or timeliness issues do not adversely impact the mission of the Agency. The DLA J6 COR/ACOR recommends and the KO will make a determination to pay the vendor 90% of the invoice amount.

Poor – Performance narrowly meets contract requirements by at least one of the following: bordering on unacceptability in terms of or quality of performance, bordering on unacceptability in terms of timeliness, or potentially having an adverse impact on the mission of the Agency. DLA J6 COR/ACOR recommends and the KO will make a determination to pay the vendor 80% of the invoice amount.

Unacceptable – Performance has been at a less than acceptable level in terms of timeliness or quality. Possible issues include, but are not limited to: missed milestones, low quality documents requiring multiple reviews and rewrites, significant or serious complaints submitted by the customers, documents that do not comply with acquisition or policy regulations, or one or more cure notices have been issued.

Payment will be withheld pending resolution of cure notice(s). Termination for default or cause may result.

The ratings, as described in the table above, will be based on the performance of the vendor on the timeliness and quality of the services provided using the rating scale for each criterion as shown below.

Quality

Good Meets or exceeds contract requirements in terms of quality of work performed.

Fair Performance meets contract requirements with only minor issues and the issues do not adversely impact the mission of the Agency.

Poor Performance narrowly meets contract requirements and either borders on unacceptability in terms of quality, or adverse impact on the mission of the Agency is possible.

Unacceptable Quality of performance has been at a less than acceptable level.

Possible issues include, but are not limited to: low quality documents requiring multiple reviews and rewrites, significant or serious complaints submitted by the customers, documents that did not comply with acquisition or policy regulations or one or more cure notices have been issued by the KO.

Timeliness

Good Meets or exceeds contract requirements in terms of timeliness of delivery.

Fair Minor timeliness issues that do not adversely impact the mission of the Agency.

Poor Timeliness issues that are not minor or borders on unacceptability.

Adverse impact on the mission of the Agency is possible.

Unacceptable Vendor failed to meet the timeliness requirements. Possible issues include, but are not limited to; one or more deliverables not submitted on time or missed milestones. One or more cure notices may have been issued by the KO.

Disincentives are applied for 90%, 80% or 0% performance as follows:

100% = 100% payment

90% = -10% disincentive against monthly invoice

80% = -20% disincentive against monthly invoice

0% = No payment will be made until issues are satisfactorily resolved.

Retroactive payments will not be made.

3.9.2.1 Requirements Summary

Performance measures will be used to assess the vendor’s performance under each task order which is awarded against the resultant BPA in order to determine whether the vendor is performing at expected levels in order to allow for 100% payment.

The government will make objective and subjective assessments of the vendor’s performance to determine whether contract performance is acceptable. The vendor is expected to perform all functions in a professional manner and prepare accurate and timely documentation. Progress will be tracked based on the milestone event when the vendor receives a specific tasking. Performance may vary with the complexity of the acquisition or technical document. It is expected that the documentation and procedures will comply with all major regulatory and process requirements and agency policies and procedures.

3.9.3.2 Method of Surveillance

The method of surveillance that the government will use to ensure quality assurance and timeliness of all tasks may include, but not be limited to any of the following: random sampling, 100% inspection, and customer feedback. The government will inspect and evaluate performance of each completed task or deliverable required in the PWS.

3.9.3.3 Surveillance Schedule/Staff

The specified checks and measures will be completed on daily, weekly and monthly schedules depending on the tasks. Specific surveillance schedules for tasks will be designated in TOs.

The surveillance staff has three components:

• Contracting Officer (KO): The primary function of the KO, with regard to the surveillance activity, is to authorize changes to the PWS. The KO is responsible for ensuring the completion of all work in accordance with the PWS. The KO will rely on the DLA J6 COR/ACOR to provide information and recommendations.

• Contracting Officer’s Representative (COR) or Alternate Contracting Officer’s Representative (ACOR): The primary function of the COR or ACOR is to review the COTR’s performance ratings and provide feedback to the KO as necessary. If required, the DLA J6 COR or ACOR will solicit feedback from the customer regarding the quality of the work performed.

• DLA J6 Contracting Officer’s Technical Representative (COTR): The

DLA J6 COTR’s responsibility is to monitor and inspect, report, and make recommendations to the COR regarding the quality of vendor work performed, or not performed.

3.9.4 Service Level Agreements (SLAs)

The government reserves the right to use SLAs as a form of measurement in the QASP.

SLAs will be identified with in the QASP. The following is an example of one SLA that may be used: High/ Critical priority Incidents will be resolved within 4 PPS business hours 98% of the time

3.10 Personnel

The offeror’s Management Proposal shall include a personnel plan that includes a matrix listing of all personnel of both the offeror and, where appropriate, the offeror’s subsidiaries and subcontractors; their government-related experience, and the commitment of these personnel to the contract.

3.10.1 Personnel Qualifications

Contractor personnel shall have technical skills, security clearance level and experiences applicable to this engagement. All contractor personnel shall be fluent in speaking, reading, and writing English.

3.10.2 Personnel & Labor Categories

The Contractor shall propose its number of personnel, appropriate labor categories and hours that correspond to the performance of all tasks.