Tab_31_-_SP4701-17-R-0006_DAI_Help_Desk_RFP_Final_For_FBO_Post.pdf

STANDARD FORM 33 (REV. 6/2014)

SOLICITATION, OFFER, AND

AWARD

1. THIS CONTRACT IS A RATED ORDER

UNDER DPAS (15 CFR 350)

RATING PAGE OF PAGES

1 | 98

2. CONTRACT NUMBER 3. SOLICITATION NUMBER

SP4701-17-R-0006

4. TYPE OF SOLICITATION

SEALED BID (IFB)

NEGOTIATED (RFP)

5. DATE ISSUED

11/15/2016

6. REQUISITION/PURCHASE NO.

7. ISSUED BY CODE SP4701 8. ADDRESS OFFER TO (If other than Item 7) DLA Contracting Services Office Philadelphia 700 Robbins Avenue Philadelphia, PA 19111

SEE PAGE 2

NOTE: In sealed bid solicitations “offer” and “offeror” mean “bid” and “bidder”

SOLICITATION

9. See page 2 for submission details.

CAUTION: Late submissions, modifications, and withdrawals; See Section L, Provision No. 52.214-7 or 52.215-1. All offers are subject to all terms and conditions

10. FOR A. NAME B. TELEPHONE (NO COLLECT CALLS) C. E-MAIL ADDRESS

INFORMATION CALL: Mark Sullivan AREA CODE

NUMBER

737-4851

EXT. Mark.Sullivan@dla.mil

11. TABLE OF CONTENTS

(X) SEC. DESCRIPTION PAGE (X) SEC. DESCRIPTION PAGE(S)

PART I - THE SCHEDULE PART II - CONTRACT CLAUSES

X A SOLICITATION/CONTRACT FORM 1 X I CONTRACT CLAUSES 50

X B SUPPLIES OR SERVICES AND PRICE/COST 6 PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACH.

X C DESCRIPTION/SPECS./WORK STATEMENT 7 X J LIST OF ATTACHMENTS 67

X D PACKAGING AND MARKING 40 PART IV - REPRESENTATIONS AND INSTRUCTIONS

X E INSPECTION AND ACCEPTANCE 41 X K REPRESENTATIONS, CERTIFICATIONS

X F DELIVERIES OR PERFORMANCE 42 AND OTHER STATEMENTS OF OFFERORS 68

X G CONTRACT ADMINISTRATION DATA 43 X L INSTRS., CONDS., AND NOTICES TO OFFERORS 76

X H SPECIAL CONTRACT REQUIREMENTS 48 X M EVALUATION FACTORS FOR AWARD 83

OFFER (Must be fully completed by offeror) NOTE: Item 12 does not apply if the solicitation includes the provisions at 52.214-16, Minimum Bid Acceptance Period.

12. In compliance with the above, the undersigned agrees, if this offer is accepted within _180____ calendar days (60 calendar days unless a different period is inserted by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the designated point(s), within the time specified in the schedule.

13. DISCOUNT FOR PROMPT PAYMENT

(See Section I, Clause No. 52.232-8)

10 CALENDAR DAYS

20 CALENDAR DAYS

30 CALENDAR DAYS

CALENDAR DAYS

14. ACKNOWLEDGMENT OF AMENDMENTS AMENDMENT NO. DATE AMENDMENT NO. DATE

(The offeror acknowledges receipt of amendments to the SOLICITATION for offerors and related documents numbered and dated):

15A. NAME CODE FACILITY 16. NAME AND TITLE OF PERSON AUTHORIZED TO SIGN

AND OFFER (Type or print)

ADDRESS

OF

OFFEROR

15B. TELEPHONE NUMBER 15C. CHECK IF REMITTANCE 17. SIGNATURE 18. OFFER DATE

AREA CODE NUMBER EXT. ADDRESS IS DIFFERENT FROM

ABOVE - ENTER SUCH ADDRESS IN

SCHEDULE

AWARD (To be completed by Government)

19. ACCEPTED AS TO ITEMS NUMBERED 20. AMOUNT 21. ACCOUNTING AND APPROPRIATION

22. AUTHORITY FOR USING OTHER THAN FULL AND OPEN

COMPETITION:

10 U.S.C. 2304(c) (1) 41 U.S.C. 253(c)( )

23. SUBMIT INVOICES TO ADDRESS

SHOWN IN (4 copies unless otherwise specified)

ITEM

Clause G.3

24. ADMINISTERED BY (If other than Item 7) CODE 25. PAYMENT WILL BE MADE BY CODE

26. NAME OF CONTRACTING OFFICER (Type or print) 27. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

28. AWARD DATE

IMPORTANT -- Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

Contents SECTION B: SUPPLIES or SERVICE and PRICES/COSTS

SECTION C: PERFORMANCE WORK STATEMENT (PWS)

C.1 Background

C.2 Objectives

C.3 Scope

C.4 Specific Tasks

C.4.1 Task Area 1 – Sustainment Services – Firm Fixed Price (FFP)

C. 5 Delivery Schedule

C.6 Security

C.7 Government-Furnished Equipment (GFE)

C.8 Government Furnished Information (GFI)

C.9 Government Furnished Space

C.9.1 Contractor Furnished Equipment

C.10 Other Pertinent Information or Specialist Considerations

C.10.1 Building Badges and Common Access Card (CAC)

C.10.2 In and Out-Processing

C.10.3 In-processing Procedures

C.10.4 Vehicle Parking

C.11 Identification of Potential Conflicts of Interest (COI)

C.11.1 Disclosure of Organizational Conflict of Interest After Contract Award

C.11.2 Identification of Non-Disclosure Requirements

C.12 Section 508 Accessibility Standards

C.13 Travel

C.13.1 Local Travel

C.14 Non–Personal Services

C.15 Key Personnel

C.15.1 Performance Requirements

C.15.2 Quality Assurance Surveillance Plan (QASP)

C.15.3 General Acceptance Criteria

C.16 Contractor Manpower Reporting

SECTION D. PACKAGING AND MARKING

SECTION E. INSPECTION AND ACCEPTANCE

SECTION F. DELIVERIES OR PERFORMANCE

SECTION G. CONTRACT ADMINISTRATION DATA

G.1 Contract Administration

G.2 Communication

G.3 Contracting Officer’s Representative (COR)/Contracting Officer’s Technical Representative (COTR)

G.4 Invoices

SECTION H. SPECIAL CONTRACT REQUIREMENTS

H.1 Organizational Conflict of Interest

H.2 Government’s Right to Audit

H.3 Proprietary Information

SECTION I. CONTRACT CLAUSES

SECTION J: LIST OF ATTACHMENTS

J.1 DLAD 52.215-9017 List of Documents, Exhibits, and Other Attachments (Apr 2008)

SECTION K: REPRESENTATIONS, CERTIFICATIONS, AND OTHER STATEMENTS OF

OFFERORS

SECTION L: INSTRUCTIONS, CONDITIONS, AND NOTICES TO OFFERORS

L.1 SOLICITATION PROVISONS

L.2 FULL TEXT CLAUSES

L.3 PROPOSAL PREPARATION INSTRUCTIONS

L.4 VOLUME I. NON-PRICE PROPOSAL

L.4.1 Section I –

L.4.2 Section II –

L.4.3 NON-PRICE EVALUATION FACTORS:

L.5 VOLUME II – PRICE PROPOSAL

SECTION M: EVALUATION FACTORS FOR AWARD

M.1 BASIS FOR AWARD

M.2 EVALUATION FACTORS

M.3 EVALUATION OF NON-PRICE

M.4 EVALUATION OF PRICE

Continuation of SF33 A.1 Blocks 8 and 9

Hand carried proposals shall be delivered to:

DLA Troop Support Business Opportunities Office Building 36, 2nd Floor 700 Robbins Ave.

Philadelphia, PA 19111-5092

Additionally, offers shall forward a courtesy copy of your offer via email to Mark.Sullivan@dla.mil.

Note: Facsimile offers are not acceptable forms of transmission for submission of initial proposals or revisions to initial proposals submitted in response to this solicitation. As directed by the Contracting Officer, facsimile may be used during discussions/negotiations, if discussions/negotiations are held, for proposal revision(s), including Final Proposal revision(s).

For questions or concerns regarding this solicitation, please submit your questions by no later than December 02, 2016 @ 2:00PM Eastern Time to Mark Sullivan at Mark.Sullivan@dla.mil. Email is the preferred method of communication.

Solicitation SP4701-17-R-0006 Closing Date: December 15, 2016 @ 2:00PM Eastern time

Notes: All hand carried offers are to be delivered to the Business Opportunities Office between 8:00 a.m. and 5:00 p.m., Monday through Friday, except for legal Federal holidays as set forth in 5 U.S.C. §6103. Offerors using a commercial carrier services must ensure that the carrier service “hand carries” the package to the Business Opportunities Office specified above for hand carried offers prior to the scheduled closing time. Package must be plainly marked ON THE OUTSIDE OF THE COMMERCIAL CARRIER’S ENVELOPE with the solicitation number, date, and time set forth for the receipt of offers as indicated above.

*Examples of “hand carried” offers include: In-person delivery by contractor, FED EX, Airborne, UPS, DHL, Emery, other commercial carrier, USPS Express Mail and USPS Certified Mail.

mailto:Mark.Sullivan@dla.mil

PLEASE SEE BELOW REMINDERS

Number Reminder Check 1 Fill in and sign SF33 as required?

2 Sign and return any/all amendments?

3 Return one (1) completed copy of the solicitation?

Prepare and return 4 copies of the Non-Price Proposal (3 hard copies and 1 Email Copy) and 4 copies (3 hard copies and 1 Email Copy) of the Price Proposal?

5 Submit your best offer?

6 Submit a Small Business Subcontracting Plan if your firm is a large business?

7 Check your math for accuracy on your Price Proposal?

8 Identify your authorized negotiators on page 3 as required? Did you identify which negotiator will serve as the primary point of contact?

CAUTION - CONTRACTOR CODE OF BUSINESS ETHICS (FEB 2012)

FAR Part 3.1002(a) requires all government Contractors to conduct themselves with the highest degree of integrity and honesty. Contractors should have a written code of business ethics and conduct within thirty days of award. To promote compliance with such code of business ethics and conduct, Contractors should have an employee business ethics and compliance training program that facilitates timely discovery and disclosure of improper conduct in connection with government contracts and ensures corrective measures are promptly instituted and carried out. A Contractor may be suspended and/or debarred for knowing failure by a principal to timely disclose to the government, in connection with the award, performance, or closeout of a government contract performed by the Contractor or a subcontract awarded there under, credible evidence of a violation of federal criminal law involving fraud, conflict of interest, bribery, or gratuity violations found in title 18 of the United States Code or a violation of the False Claims Act. (31 U.S.C. 3729-3733)

This solicitation and/or contract includes FAR clause 52.203-13 - CONTRACTOR CODE OF BUSINESS ETHICS AND CONDUCT; the Contractor shall comply with the terms of the clause and have a written code of business ethics and conduct; exercise due diligence to prevent and detect criminal conduct; promote ethical conduct and a commitment to compliance with the law within their organization; and timely report any violations of federal criminal law involving fraud, conflict of interest, bribery or gratuity violations found in title 18 of the United States Code or any violations of the False Claims Act. (31 U.S.C. 3729-3733) When FAR 52.203-13 is included in the contract, Contractors must provide a copy of its written code of business ethics and conduct to the contracting officer upon request by the contracting officer.

SECTION B: SUPPLIES or SERVICE and PRICES/COSTS

The offeror shall use the following tables for the breakout in pricing via Contract Line Item Numbers (CLIN). (See Section L for Pricing Instructions)

FFP = Firm Fixed Price

BASE PERIOD – 12 Months

CLIN Contract Type Description Unit Unit Cost Qty. Total

CLIN 0001 FFP Sustainment Services Unit $ 12 $ CLIN 0002 T&M Travel(*) LT 1 $ Total Evaluated Value Base Period

(CLIN 0001 + CLIN 0002)

(*) Represents a Not to Exceed (NTE) value.

OPTION PERIOD 1 – 12 Months

CLIN Contract Type Description Unit Unit Cost Qty. Total

CLIN 1001 FFP Sustainment Services Unit $ 12 $ CLIN 1002 T&M Travel(*) LT 1 $ Total Evaluated Value Base Period

(CLIN 1001 + CLIN 2002)

(*) Represents a Not to Exceed (NTE) value.

OPTIONAL CLIN 1003 (Period of Performance 10 Months)

CLIN Contract Type Description Unit Unit Cost Qty. Total Price

CLIN 1003 FFP Optional CLIN for Additional Agency Support (DISA) Unit $ 10 $

CLIN Contract Type Description Unit Unit Cost Qty. Total Price

CLIN 2001 FFP Task Area 2 - Optional Transition-Out Task Unit $ 3 $

Total Proposed Evaluated Price (Total Base Period + Total Option Period 1 + Total Optional Agency CLIN + Total Optional Transition-Out Task + Travel)

SECTION C: PERFORMANCE WORK STATEMENT (PWS)

C.1 Background

The Defense Agencies Initiative (DAI) is a Department of Defense (DOD) enterprise initiative that will modernize and transform the financial management capabilities of the Defense Agencies and Field Activities across the DOD. The mission of the DAI is the following:

“Transform the budget, finance, and accounting operations of the DOD Agencies to achieve accurate and reliable financial information in support of financial accountability and effective and efficient decision making throughout the Defense Agencies in support of the missions of the warfighter.”

The Defense Agencies have a need to replace their existing financial management and accounting systems to comply with statutory and regulatory requirements. As a result, the Defense Agencies need an integrated financial management system to achieve auditability through reliable and accurate financial data. To address this need, the DAI Program was established to modernize and transform the financial management capabilities of the Defense Agencies.

DAI is not an update of legacy systems, but an implementation of integrated financial management capabilities that will subsume many systems and standardize business processes.

The resulting system, once implemented, will provide a real time (providing immediate viewing of data), web based system (accessed from anywhere) of integrated business processes that can be used by Defense Agency financial managers, auditors, and the Defense Finance and Accounting Service (DFAS) to make sound business decisions to support the Warfighter. DAI will address all of the required financial standards that are currently in effect for the Federal Government and DOD including:

• Federal Financial Management Improvement Act (FFMIA)

• Federal Managers’ Financial Integrity Act (FMFIA)

• Chief Financial Officer Act of 1990 (CFO)

• United States Standard General Ledger (USSGL)

• Government Performance and Results Act (GPRA)

• DoD Business Enterprise Architecture (BEA)

• Standard Financial Information Structure (SFIS)

• Government Management Reform Act (GMRA)

• Clinger Cohen Act (CCA)

• Relevant Office of Management and Budget (OMB) Circulars

• Office of Federal Financial Management (OFFM)

The DAI Program implemented Oracle Federal Financials (v11.5.10.2) to its first Defense Agency, the Business Transformation Agency (BTA) on 1 October 2008. Since that time, DAI has implemented twenty additional Defense Agencies within the DOD. In addition, the DAI Program upgraded to Oracle Federal Financials (v12.2.3) in May 2015.

The DOD has a significant financial and intellectual investment in creating the DAI business solution for the participating Defense Agencies. The DAI Program Office must continue to mature the DAI solution for each successive agency.

C.2 Objectives

The Defense Logistics Agency’s (DLA) objective is to obtain Oracle Enterprise Resource Planning (ERP) Help Desk Tier 2/Tier 3 Support Services for the DAI System based on Oracle E-Business Suite (EBS).

C.3 Scope

The scope of this procurement is to acquire the services in support of EBS R12.2.X in a federal workplace necessary to maintain DAI Help Desk Tier 2/Tier 3 Services Support utilizing the latest Information Technology Infrastructure Library (ITIL) methodology for all EBS/DAI modules to include but not limited to: Procure to Pay (P2P), Order to Cash (O2C), Budget to Report (B2R), Cost Accounting (CA), Time and Labor (T&L), Acquire to Retire (A2R), Resale Accounting, Budget Formulation, Governance Risk Management and Compliance (GRC), Grants Financial Management, and Order to Fulfill (O2F).

C.4 Specific Tasks

C.4.1 Task Area 1 – Sustainment Services – Firm Fixed Price (FFP)

C.4.1.1 Subtask 1.1 – Program Management (IUS#0003 Expense)

The contractor shall:

• Coordinate with the Contracting Officer (KO) and DLA J6 Contracting Officer Representative (COR) on all contractual and business issues. The contractor’s project management effort shall continue for the entire term of the contract.

• Provide the planning, direction, coordination, functional guidance, technical guidance, and control necessary for effective and efficient accomplishment of all requirements.

• Provide the centralized administrative, clerical, documentation and related functions. The contractor shall ensure all documentation is audit ready and available upon request. All documentation shall be in the latest version of the Microsoft (MS) Office format unless another format is required and agreed to by the KO and DAI COR.

• Provide white papers, point papers, approach papers or documentation in support of DAI.

• Provide general consulting services that are related to functional, technical, and contracting functions.

• Prepare a Program Management Plan (PMP) describing the technical approach, organizational resources and management controls to be employed to meet the cost, performance and schedule requirements throughout contract execution. The government’s functional and technical groups will review the PMP prior to approval.

• The contractor shall submit agency implementation and deployment project plans to the DAI COR. All project plans submitted by the contractor shall include staffing plans. All project plans shall be updated monthly detailing what tasks have been completed and what tasks are ongoing. The project plans shall be delivered to the DAI COR monthly.

Within 30 days of award, the offeror will be required to provide a project plan. The project plan is a formal, approved document used to manage project execution and project control. The project plan, at a minimum, should contain:

o The name of the contractor project manager.

o The project's organizational strategy and management strategy - what is the life-cycle, what major activities (reviews, tests, etc.), and delivered product.

o A roster of required team members and their functional expertise (identified by name when possible).

o Key risks, including constraints (e.g., cost, schedule, etc.) and assumptions and planned responses for each.

• The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract. The contractor shall provide a description of their Quality Control Plan (QCP) to the Government within 10 days from the date of award. Unsatisfactory work – Performance by the contractor to correct defects found by the Government as a result of quality assurance surveillance and by the contractor as a result of quality control, shall be at its own expense and without additional reimbursement by the Government.

• The contractor shall submit a written Monthly Status Report (MSR) to the DAI COR beginning 30 days after contract award and every 30 days thereafter. Each monthly report shall be delivered to the DAI COR by the 15th of each month in electronic format. Work associated with every active task is to be accounted for in the report. MSRs must be submitted on the prime contractor’s letterhead. Failure to provide reports correctly shall cause resubmission by the contractor. The MSR shall include:

o A narrative review of work accomplished during the reporting period or significant events include projected completion dates.

o Upcoming activities o Status of major tasks and projects with task dependencies and interrelationships o Identification of any problems or delays and recommended solutions include risks and significant issues that may affect the completion of planned projects, schedule, funding and mitigation plan o Monitoring mechanisms including program metrics o Planned activities for the next month/future o Description of any travel or unique services provided o Identify future travel requirements o Status of resources expended to date (hours, dollars, labor category and name) and remaining balances o Projected 100% funds depletion date o Additional reporting to be included in the MSR will be identified in individual task

• The contractor shall develop and maintain a Government Furnished Equipment (GFE) Report used to identify resource and equipment information. The contractor shall submit the GFE Report within 5 days of award. The contractor shall update all employee changes and send an electronic copy of the updated report to the DAI COR within 1 business day. The report will include, at a minimum, the following information:

o Employee name o Contract number o Company name (working for prime or subcontractor) o Work site/specific location o GFE assigned (make, model, serial number, asset numbers)

• The contractor shall develop and maintain a Personnel Resource/Training Report to identify personnel resource and training information. The contractor shall submit the Personnel Resource/Training Report within 5 days of award. Upon receipt of a training notice, the contractor shall submit weekly training status updates to the DAI COR until all designated resources have completed the training. The training report shall include, at a minimum:

o Employee name o Contract number o Company name (working for prime or sub-contractor) o Work site/specific location o Job Title o Labor category o Functional area o Incoming and Outgoing Dates o Name of the course o Source of the training o Description of the training provided o Date the employee successfully completed the training o Identification of whether the employee is considered key personnel or non-key personnel.

o Certifications, i.e., certification(s) required of position, certification(s) held in position.

The contractor shall be responsible to provide the following deliverables:

• Program Management Plan (PMP)

• Project Plans

• Quality Control Plan (QCP)

• Monthly Status Report (MSR)

• Government Furnished Equipment (GFE) Report

• Personnel Resource/Training Report

C.4.1.2 Subtask 1.2 – DAI Help Desk Tier 2/3 Support (IUS #0003 Expense)

The DAI Program Management Office (PMO) utilizes an evolutionary spiral development process to develop, test, accept, and deploy various DAI Oracle EBS software products in support of the DoD financial community. Deployed sites and their users often require assistance in troubleshooting, diagnosing, installing, upgrading, monitoring, maintaining and operating these applications. Each architectural element is a critical asset to the user community as a whole and providing a full range of DAI Help Desk Tier 2/3 support is required. This support shall include upgrades, migrations, maintenance releases, service releases and all developed scripts and utilities. To fulfill this requirement, the contractor shall be responsible for keeping abreast of all product development and deployment activities.

All users contacting the DAI Help Desk Tier 2/3 between the following Eastern Standard Time (EST) periods shall receive a live call or an email response and a DAI Help Desk Tier 2/3 Analyst shall respond and resolve the issue within the approved response and resolution times for Priorities Critical, High, Medium, and Low issues (See Section 15.1.6 Performance Requirements Summart (PRS) for specific response resolution times).

The following are the EST hours of support for this task:

Peak Hours:

Monday 0600 – 2400 Tuesday 0600 – 2400 Wednesday 0600 – 2400 Thursday 0600 – 2400 Friday 0600 – 2400 Sunday 1600 – 2400

Non-Peak Hours:

Saturday 0000 through Sunday1600 Monday 0000 – 0600 Tuesday 0000 – 0600 Wednesday 0000 – 0600 Thursday 0000 – 0600 Friday 0000 – 0600 Federal Holidays (10 recognized)

DAI has four Priority levels for issues: Critical, High, Medium, and Low. During non-peak hours, the DAI Help Desk Tier 2/3 shall support Critical issues, and assists DFAS with End of Month and End of Year activities. DAI Help Desk Tier 2/3 support shall entail 24 hours per day, 7 days per week support for Critical issues. Issues not categorized as a Critical issue that are called into the DAI Help Desk Tier 2/3 during non-peak hours will be logged, however, the contractual response and resolution times will not commence until 0600 each weekday (Monday through Friday except on the ten Federal Holidays).

Accountability for resolution and response times associated with Critical, High, Medium, and Low related issues shall be suspended during non-peak hours. On average, the DAI Help Desk Tier 2/3 receives 1750 tickets per month based on current deployed agencies. September and October are very heavy ticket months due to end of Fiscal Year activities, during this time, the tickets increase approximately 20%. The number of tickets is expected to increase as new agencies are on boarded to use the DAI system. The initial increase is most noticeable during the post production stabilization period for time card and financial releases.

The contractor shall provide Subject Matter Experts (SMEs) in Oracle EBS R12.2.X support services necessary to maintain DAI Help Desk Tiers 2 and 3 operations using the latest ITIL industry acceptance standards.

C.4.1.3 Subtask 1.3 – DAI Help Desk Operations (IUS #0003 Expense)

The contractor shall perform the established DAI Help Desk operations which include, but are not limited to:

• Provide DAI Help Desk service for users of the supported DAI Oracle ERP software solutions.

• Use Serena Business Manager as the Customer Relationship Management (CRM) tool to track all reported issues. Access to Serena Business Manager will be provided by the

PMO.

• Establish a recall roster for off peak hours to respond to urgent DAI issues to provide maximum support to the DAI user community.

• Provide processes and procedures for integration with all teams (i.e., Agency Level 1 Call Centers, Customer Support teams, etc.) involved in DAI support to provide seamless support for the DAI user community.

• Provide management of DAI Help Desk Operations.

C.4.1.4 Subtask 1.4 – Issue Analysis and Resolution (IUS #0003 Expense)

• Utilize Serena Business Manager as the CRM issue-tracking tool to allow for standardization of DAI Help Desk issues and tracking of issue frequencies.

• Provide issue analysis and resolution for DAI Help Desk tickets.

• Document and track all activities related to an issue through satisfactory resolution.

• Diagnosis, troubleshoot, and resolve issues related to supported Oracle software solutions and Third Party Software as it relates to its use with the supported DAI Oracle software

• Provide assistance in answering ‘How To’ questions related to the supported DAI Oracle software solutions.

• Provide development, testing, and distribution of diagnostic and manipulative scripts or utilities.

• Document defects or enhancement requests for the supported DAI Oracle software

• Coordinate and communicate with other teams providing support to the DAI user community (i.e., Agency Level 1 Call Centers, Customer Support teams, etc.)

• Produce reports and metrics related to the DAI Help Desk Tier 2/3, to included but not limited to improving Help Desk efficiency and performance metrics, and Help Desk ticket resolution metrics

• Provide trending analysis of DAI Help Desk Tier 2/3 issues.

• Provide support to resolve issues with the supported DAI Oracle software solutions.

• Manage issue analysis and resolution tasks.

• Ensure DAI Help Desk Tier 2/3 contractor staff is fully trained on the processes and standards related to DAI Help Desk Tier 2/3 support.

• Maintain a staff with a broad base of knowledge on the supported DAI Oracle ERP suite of products, including in-depth knowledge of technical and functional aspects of software

• Help Desk efficiency and performance metrics

• Help Desk ticket resolution metrics

• Trending Analysis

C.4.1.5 Subtask 1.5 – Functional and Technical Support (IUS #0003 Expense)

• Provide functional expertise that includes, but is not limited to Oracle ERP Help Desk Tier 2/Tier 3 Services Support for all EBS/DAI modules to include but not limited to:

Procure to Pay (P2P), Order to Cash (O2C), Budget to Report (B2R), Cost Accounting (CA), Time and Labor (T&L), Acquire to Retire (A2R), Resale Accounting, Budget Formulation, Governance Risk Management and Compliance (GRC), Grants Financial Management, and Order to Fulfill (O2F).

• Support requirements board members in the research and analysis of issues reported by the user community.

• Manage functional, operational, and technical consulting efforts.

• Provide technical support that includes, but is not limited to supporting customer’s teams (i.e., Stakeholders Groups, and Communities of Practice, meetings and working groups) to research and analyze issues reported by the user community in operational or test environments.

C.4.1.7 Subtask 1.6 – Outreach and Communications (IUS #0003 Expense)

Communication is the key to providing quality customer service.

• Manage outreach and communications tasks.

• Work collaboratively with teams providing support to the DAI user community (i.e., Agency Level 1 Call Centers, Customer Support teams, etc.) to ensure the most effective, efficient and seamless support to the DAI user community.

• Develop a DAI knowledge base, frequently asked questions (FAQs) or web-based repositories for sharing DAI Oracle ERP software solution and program information.

• Manage customer conferences with presentations, demonstrations and question and answer sessions.

• Manage specialized or impromptu meetings as requested to foster outreach, which may include the DAI PMO, component or DoD sponsored meetings.

• Support e-mail or web distributions of programmatic information or documentation.

• DAI Help Desk Tier 2/3 resources may be matrixed to deploying Agencies

Implementation Teams to ensure Help Desk readiness and provide on-site post implementation support.

• DAI Help Desk Tier 2/3 resources is expected to matrix to support sustainment, testing, requirements, major development, and infrastructure activities as required to ensure optimal operations of the DAI system.

C.4.1.8 Subtask 1.7 – Knowledge Base (IUS #0003 Expense)

• Populate and maintain websites that include relevant product information and is accessible to the DAI user community. This site will provide a complete library of products related to the DAI suite of products including third party software.

C.4.1.9 Subtask 1.8 – On-Line Support (IUS #0003 Expense)

There are currently twenty (20) agencies that use DAI, with a user base of approximately 35,000 users. The DAI program expects to continue to add agencies and users over the next few years with a total user based of 50000 users. To support this diverse user community, the DAI Program Office needs to have the capability to disseminate information related to the DAI Oracle software solutions in a library accessible via the Internet. The contractor shall focus on promoting the Internet as a communication and facilitation tool for the DAI user community.

On-Line Support functions include:

• Populating and maintaining websites that provide a knowledge base of information and resources to the DAI user community in support of the DAI program and applicable software solutions

• Providing the capability to capture and compile information and materials related to all supported software solutions in a library format, which will be a web-based repository of documented solutions to problems reported to the DAI Help Desk Tier 2/3

• Posting Call Records, which consist of specific data taken from appropriate issues reported and resolved by the DAI Help Desk Tier 2/3

• Posting Frequently Asked Questions (FAQs) on the DAI websites

• Providing a forum on the DAI websites for posting appropriate documents, notices, memos, newsletters or other similar documentation in its final form

The contractor shall provide the additional duties of the DAI Help Desk Tier 2/3 that include:

• Staffing the DAI Help Desk Tier 2/3 to include resolving deployed Agency and DFAS partner functional DAI issues and elevating defects and change requests through the

Configuration Management Process.

• Documenting DAI Help Desk Tier 2/3 trouble tickets in the Serena Business Manager Help Desk tool and leveraging the tool to create Help Desk metrics and frequently asked question guides. The DAI PMO will provide access to this Help Desk tool.

• Developing, documenting, and executing DAI Help Desk Tier 2/3 Standard Operating Procedures (SOP) in the areas of Master Data Maintenance, Account Creation and Maintenance, Identity Management, System Availability Monitoring, Downtime Notifications, Month / Year End Procedures and others as identified

• Conducting re-occurring weekly meetings with deployed customer Help Desk partners to capture agency level issues and share lessons learned

• Participating in Agency Implementation Teams to ensure stand-up and readiness of agency level Help Desks to including managing the Help Desk section of the IMS

• Working with DAI training team to develop and conduct functional Help Desk training sessions for deploying agency Help Desks and DAI Help Desk Tier 2/3 team members

• Standard Operating Procedures (SOP)

C.4.2 Task Area 2 – Optional Transition-Out Task (IUS #0003 Expense)

The prospective contractor will continue to perform services in the PWS without reduction of manpower, quality of services and interruption to customers, however, additional optional transition-out services may be required at the end of any respective period of performance not to exceed three (3) months in order to transition services from the current contractor to a successor contractor. This support will enable the successor contractor to learn the procedures and processes associated with the requirements of this acquisition.

• Provide transition-out services by exercising its best efforts and cooperation to effect an orderly and efficient transition to a successor.

• Provide familiarization/phase-in training at the beginning of the phase-in period to the successor contractor.

• Provide a transition plan and transition status.

• Transition Plan

• Transition Status

C. 5 Delivery Schedule

PWS

Subtas k #

Deliverable Title Form at*

Number Due Date / Frequency/Remarks

C.4.1.1 Program Management Plan

(PMP)

Note

1 copy to Government Lead and COR

Draft within 15 business days of contract award, final within 30 business days and updated annually

C.4.1.1 Project Plans Note

1 copy to Government Lead and COR

Within 10 days of award and updated per agency deployment, about 1-2 times per year

C.4.1.1 Quality Control Plan

(QCP)

Note

1 copy to Government Lead and COR

Within 10 days from the date of award

C.4.1.1 Monthly Status Report

(MSR)

Note

1 copy to Government Lead and COR

Monthly, on 15th workday

C.4.1.1 Weekly Status Report Note

1 copy to Government Lead and COR

Weekly (each Monday)

C.4.1.1 GFE Report Note

1 copy to COR Within 5 days of award

C.4.1.1 Personnel Resource/Training Report

Note

1 copy to COR Within 5 days of award

C.4.1.3 Help Desk efficiency and performance metrics

Note

1 copy to Government Lead and COR

Bi-weekly (every other Monday)

C.4.1.3 Help Desk ticket resolution metrics

Note

1 copy to Government Lead and COR

Weekly (each Monday)

C.4.1.3 Trending Analysis Note

1 copy to Government Lead and COR

Weekly (each Monday)

C.4.1.9 Standard Operating Procedures (SOP)

Note

1 copy to Government Lead

As required by the PMO

C.4.2 Transition Plan Note

1 copy to Government Lead and COR

As required by the PMO

C.4.2 Transition Status Note

1 copy to Government Lead and COR

As required by the PMO

*All documents shall be delivered electronically Note 1 – Contractor Determined Format, Government Approved.

The government’s performance requirements are detailed in the PWS Section C.14.1.

C.5.1 DAI Users & Deployment Schedule

DAI Increment 2 Users by Release

Q1/FY17 Q4/FY17 Oct 2017 Q1/FY18

Organization #1 Release 3.0

#1 Release 3.1

#1 Release 4.0

Users Users Users

BTA (Prior Year Accounting) - 9 - 9 - 9

DARPA 1 362 1 362 1 362

DAU 2 935 2 935 2 935

DCAA - - 3 2,068 3 2,068

DCMA 3 12,501 4 12,501 4 12,501

DFAS 4 546 5 546 5 546

DHA 5 2,362 6 2,362 6 2,362

DHRA 6 546 7 1,173 7 1,173

DLSA - - - - 8 233

DMA 7 546 8 815 9 815

DMEA 8 51 9 51 10 51

DODEA 9 546 10 2,148 11 2,148

DoDIG 10 1,558 11 1,558 12 1,558

DOT&E 11 546 12 93 13 93

DPAA 12 546 13 322 14 322

DSCA2 13 694 14 694 15 694

DSS 14 974 15 974 16 974

DTIC 15 246 16 246 17 246

DTRA 16 1,639 17 1,639 18 1,639

DTRMC - - 18 25 19 25

DTSA 17 131 19 131 20 131

MDA 18 2,730 20 2,730 21 2,730

OEA 19 39 21 39 22 39

OSD - - 22 2,058 23 2,058

PFPA - - 23 1,173 24 1,173

USU 20 1,220 24 1,220 25 1,220

WHS &

Supported Orgs - - 25 2,203 26 2,203

OUSD(C)/DCFO2 - 207 26 See OSD 27 See OSD

Agencies Users Total 20 28,934 26 38,075 27 38,308

PMO Users 112 112 - 112

Total DAI Users 29,046 38,187 - 38,420

Notes: 1) Estimates = italics; 2) Numbers as of July 6, 2016

Optional Agency Task CLIN 1002 (POP May 3, 2018 – March 2, 2019) – During Option Year 1

DISA - - - - 28 5,656

Total DAI Users w/Optional Agency CLIN

- - - - 28 44,076

Note: All agencies listed above (excluding the “Optional Agency Task CLIN 1003”) will be supported throughout the contract period of performance (Base period, Option period, and Optional Transition-Out period). The Optional Agency Task (CLIN 1003) will consist of one extra agency (DISA) being supported under the same tasks in the PWS. If this optional CLIN is excercised it will be excercised prior to the Period of Performance date listed above.

The following Default Requirement by Agency Size table applies to each period of performance:

Default Requirement by Agency Size Small

Agency Medium Agency

Large Agency

Agency Size – Core Financial Users 1 – 77 78 – 559 560 – 600+ Agency Size – Time and Labor Users 1177 2600 13000 Estimated Reports, Interfaces, Conversions, Extensions, Forms and Workflow (RICEFW objects)

The DAI PMO typically deploys the DAI application to three to five agencies per year.

C.6 Security

DLA requires that work that is performed under this contract, in full or in part, must be performed at the Defense Logistics Agency (DLA) HQ or DLA office(s), and therefore requires physical access to a federally-controlled facility. DLA and its field activity offices require all contractor personnel working on the federally-controlled facility to have, at the minimum, a favorably adjudicated National Agency Check with Inquiry (NACI) investigation prior to commencing work on a contract. If an emergency situation exists, and the contractor requires access to the Government work space in advance of completing the NACI, the contractor employee may begin work with a waiver. Completion of submission requirement for the NACI is required for waiver approval.

Applicable to unclassified DoD information systems, a designator that indicates the level of IT access required to execute the responsibilities of the position based on the potential for an individual assigned to the position to adversely impact DoD missions or functions. Position categories include: IT-I (Privileged), IT-II (Limited Privileged) and IT-III (Non-Privileged), as defined in DOD Personnel Security Program DoD 5200.2-R. Investigative requirements for each category vary depending on role. The term IT Position is synonymous with the older term Automated Data Processing (ADP) Positions ADP-I, ADP-II, and ADP-III.

All DoD contractor personnel who access federally-controlled information systems must be assigned to positions which are designated at one of three sensitivity levels: IT-I, IT-II, and IT- III (Ref DODI 8500.2, Para E2.1.36.). For IT-I, a Single Scope Background Investigation (SSBI) is required; for IT-II a Tier 3 (T3) is required; and for IT-III designated positions, a NACI is required.

For this contract, all contractors must have an IT-II (Limited Privileged) designation which requires a T3, and for any contractor personnel that should require an IT-I (Privileged) designation a SSBI is required. At this time, contractor personnel and subcontractors assigned to this project will not require access to classified information. Contractor personnel and subcontractors assigned to this project will not access proprietary data on any DOD or DLA computer application. The government will only submit paperwork for IT duties with no access to classified.

In the future, should the need arise for the contractor to have access to classified information, the government will provide time for the contractor to get the appropriate security clearances. For classified access, the company MUST be certified in the National Industrial Security Program (NISP) through the Defense Security Service (DSS). The company must have a certified Facility Security Officer (FSO) submit the paperwork for classified duties. A contract modification and a DD Form 254 will be issued at that time providing the contractor with the name of the information system and the type of classified information that will be accessed. If contractor personnel are granted access to classified information either released or generated under this contract, the personnel must be United States citizens with a minimum interim secret security clearance. In addition, access to classified material will be limited to those personnel having not only an appropriate security clearance, but also a valid need to know. The contractor shall appropriately safeguard For Official Use Only (FOUO) information from public disclosure and shall use the FOUO material only for contract performance. Section C.15 Key Personnel lists the minimum security requirements for personnel in support of this contract.

The DoD Chief Information Officer (CIO) has coordinated with the Undersecretary of Defense for Acquisition, Technology, and Logistics (AT&L), Defense Acquisition Regulations (DARs)

Council to include language in the Defense Acquisition Regulations (DFARS). The link below will take you to the official website containing the clause which is also posted below verbatim.

http://farsite.hill.af.mil/reghtml/regs/far2afmcfars/fardfars/dfars/dfars252_237.htm#P503_2904

DFARS 252.239-7001 INFORMATION ASSURANCE CONTRACTOR TRAINING AND

CERTIFICATION (JAN 2008)

(a) The Contractor shall ensure that personnel accessing information systems have the proper and current information assurance certification to perform information assurance functions in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program.

The Contractor shall meet the applicable information assurance certification requirements, including -

(1) DoD-approved information assurance workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01-M.

(2) Appropriate operating system certification for information assurance technical positions as required by DoD 8570.01-M.

(b) Upon request by the Government, the Contractor shall provide documentation supporting the information assurance certification status of personnel performing information assurance functions.

(c) Contractor personnel who do not have proper and current certifications shall be denied access to DoD information systems for the purpose of performing information assurance functions.

C.7 Government-Furnished Equipment (GFE)

The DAI PMO intends to provide the office space and necessary equipment (e.g., modular desk space, telephone, network connectivity, printer access, plotter access, copiers, and conference rooms) to the contractor. The DAI PMO will provide desktops to the Contractor; however the DAI PMO will supply laptops as appropriate. If the computer equipment is to be connected to the DLA network, the contractor shall enable all network security settings required by the DLA network administrator.

C.8 Government Furnished Information (GFI)

DAI has established a team workspace on the DLA portal to share DAI information with authorized government and contractor personnel. The DAI PMO intends to provide the Contractor access to the DLA portal.

The DAI PMO intends to provide the Contractor Access as required to all applicable software tools (Configuration Management and the DAI Application). The DAI PMO intends to provide Contractor access to the DAI application hosted at the DISA DECC.

The table in section C.15 Key Personnel identifies which personnel must possess IT-II security clearance or have a current National Agency Check with Local Agency Checks and Credit Check (NACLC) at time of proposal submission.

DAI PMO will provide a toll free number for the DLA Help Desk.

C.9 Government Furnished Space

DLA Information Operations (J6) provides for hoteling and teleworking for its government employees. Similarly, contractors performing DLA contracts must adhere to this policy. If the contract requires the contractor to work on site at a DLA facility, the government will provide office space under the hoteling arrangement, which may require the contractor to work offsite from time to time subject to the contract’s specific requirements. If the contract does not require the contractor to work on site at a DLA facility, the contractor is responsible for providing its employees with a work place.

C.9.1 Contractor Furnished Equipment

Contractors are responsible for ensuring that their employees working offsite or at a contractor furnished facility have the required internet and telecommunication capabilities that support a CITRIX interface to the government network in order to perform the contract. Contractors will be responsible for providing computers and telecommunication equipment for their employees.

This equipment shall be portable so that the contractor’s employees can bring their equipment to the government site when required. Under this arrangement, there will be no Government Furnished Equipment other than a government furnished office space when the contractor is required to work onsite.

C.10 Other Pertinent Information or Specialist Considerations

C.10.1 Building Badges and Common Access Card (CAC)

Contractor personnel will be required to obtain a CAC. Contractor personnel must obtain a functioning CAC and current building badge that will provide access to the Government’s facility. The CAC will allow the holder to log onto the LAN, access Public Key Infrastructure (PKI) enabled web sites, access .mil email, and send/receive digitally signed and encrypted emails. The CAC is not considered to be a badge.

Common Access Card (CAC) Procedures

Performance under this contract may require the contractor to obtain a Common Access Card (CAC). If CACs are issued under this contract, the contractor shall complete and comply with the following steps to obtain, control, and turn-in Government-issued CACs, as well as establish procedures to control and account for contractor CACs at all times. This process is only for the issuance and accountability of CACs. Contractors may be required to provide additional forms and follow additional procedures for other forms of access and/or background/security checks depending on local site/installation requirements.

1. The contractor has each contractor employee requiring a CAC complete and signs Sections I and II of the DD Form 1172-2. The instructions for completing the DD Form 1172-2 are located at http://www.cac.mil/docs/1172-2-Instructions.pdf.

• For Section II, Block 22 - If the contractor employee signs the DD Form 1172-2 it is then forwarded by the contractor. This provides verification of the employee information. If the contractor is submitting a DD Form 1172-2 for him/herself (e.g., the owner), with no higher authority above them for verification, then the signature in Block 22 must be notarized to verify identity.

2. The contractor forwards the DD Form(s) 1172-2 via hand-carry, secure mail, or encrypted email to (NOTE: The contractor may forward these forms individually or as a group):

• The Contracting Officer’s Representative (COR) for the contract, if a COR was designated.

• The Contracting Officer (CO) for the contract, if no COR was designated.

3. Each contractor employee must verify his/her account information upon receipt of an email from the Government containing a username and password for the Trusted Associate Sponsorship System (TASS). The web link for TASS is included in the email.

4. Each contractor employee will receive an email via TASS when his/her account has been approved. The email will notify the employee to obtain a Government-issued CAC from the nearest Real-Time Automated Personnel Identification System (RAPIDS) office. The email will also provide a link that identifies the locations of RAPIDS offices.

5. Each contractor employee shall obtain his/her issued CAC from the RAPIDS office.

6. The contractor, within one (1) business day of issuance, provides written notice via email to the COR (or the CO, if no COR was designated) for each contractor CAC issued identifying the contractor employee’s name, the date of issuance, and the date of expiration of the CAC. This notification may be made individually for each contractor employee or together for a group of contractor employees.

7. The contractor establishes procedures to control and account for Government-issued contractor CACs at all times, to include the following:

• Ensure contractor CACs issued for this contract are only used for the purpose of performing under this contract.

• Ensure contractor CACs are secured in a manner that precludes unauthorized use and that recognizes the CAC is the property of the U.S. Government.

• Ensure contractor employees do not abuse or place holes in their CACs.

• Ensure contractor employees do not display their CACs in public.

8. If a contractor CAC is lost or stolen:

http://www.cac.mil/docs/1172-2-Instructions.pdf

• The contractor employee shall immediately notify the contractor that the contractor CAC has been lost or stolen.

• The contractor shall immediately notify the COR (or the CO, if no COR was designated), detailing the circumstances regarding the lost or stolen contractor CAC, as follows:

o In person, followed within one (1) business day by a written notice via email, or o In writing, via email, or o By telephone, followed within one (1) business day by a written notice via email.

• The contractor shall report the lost or stolen CAC card to the local DLA Police/host installation police, who will provide the contractor a police report. If there is no local DLA Police/host installation police, or no police report is provided, the contractor shall provide information to the COR/CO, as applicable, detailing the circumstances of how the CAC was lost or stolen. The COR/CO will provide a memorandum for the contractor employee to support issuance of new CAC.

• The contractor has the contractor employee bring the report/memorandum to the nearest RAPIDS office. If the CAC can be reissued within 24 hours, bring the report/memorandum to the nearest CAC office for reissue. If the CAC cannot be reissued in 24 hours, follow the steps for a new CAC, beginning at Step 1.

9. If the expiration date for a contractor CAC is prior to completion of the contract and the contractor employee is to continue working under the…