ITOS RFP Addendum

IT Engineering Support Services

SSA-RFP-12-1027

Information Technology Operations and Security (ITOS)

Amendment #000003

Social Security

REQUEST FOR PROPOSAL (RFP)

# SSA-RFP-12-1027

ADDENDUM TO STANDARD FORM (SF) 1449

Table of Contents

Section A………….…………………………………………………………. Standard Form 1449

4Section B- Addendum to Standard Form 1449

4B.1.

Prices/Costs

B.2. 8Description of Services

106Section C- Contract Clauses

C.1. 106FAR Clause 52.212-4 Contract Terms and Conditions-Commercial Items (FEB 2012)

C.2. 106Addendum to FAR Clause 52.212-4 Contract Terms and Conditions-Commercial Items (FEB 2012) ALT I (OCT 2008)

C.3. 113FAR Clause 52.212-5, Contract Terms and Conditions Required to Implement Statues or Executive Orders-Commercial Items (APR 2012) ALT II (DEC 2012)

C.4. 120Additional FAR Clauses Incorporated by Reference

C.5. 120Additional FAR Clauses Incorporated by Full Text

123C.6. Additional Agency Specific Terms and Conditions

158Section D- Contract Documents, Exhibits, and/or Attachments

D.1. 158Mainframe System Chart

158D.2.

Applicability of SSA’s Accessibility Requirements to EIT Solutions

164D.3.

Performance Assessment Report (PAR)

169D.4.

Past Performance Questionnaire

176D.5.

Reference Authorization Letter

177D.6.

Labor Category Descriptions

182D.7.

Staffing Plan Template

D.8 182Current Task Staffing Levels

D.9 Notice to Contractor on FSRS Reporting Requirements………………………………..189 183Section E – Solicitation Provisions

E.1 183FAR Provision 52.212-1, Instructions to Offerors – Commercial Items (FEB 2012)

E.2 183Addendum to FAR Provision 52.212-1, Instructions to Offerors-Commercial Items (FEB 2012)

E.3 190Addendum to FAR Provision 52.212-2, Evaluation-Commercial Items (JAN 1999)

E.4 195FAR Provision 52.212-3, Offeror Representations and Certifications-Commercial Items (APR 2012)

E.5 209Additional FAR Provisions Incorporated by Full Text

E.6 213Additional FAR Provisions Incorporated by Reference

E.7 214Additional Agency Specific Provisions

Section B- Addendum to Standard Form 1449 TC "Section B- Addendum to Standard Form 1449" \f C \l "1" In accordance with Federal Acquisition Regulation (FAR) 12.302 and 12.303, this addendum to the Standard Form (SF) 1449 provides for continuation of the schedule and description of the services to be acquired.

B.1. Prices/Costs TC "Prices/Costs" \f C \l "1"

This solicitation will result in the award of a Labor Hour contract with an Indefinite Delivery, Indefinite Quantity (IDIQ) line item and Cost-Reimbursable line item for travel. The Government anticipates issuing a single award from this solicitation; however, the Government reserves the right to not make an award.

The contract period of performance shall be 12 months from the award date of the contract. The contract will contain provisions to extend the term of the contract for an additional four one-year option periods. Thereby, the possible period of performance shall be 60 months.

The total price of the proposed contract is a not-to-exceed ceiling amount. The government shall not be obligated to pay the contractor any amount in excess of the ceiling price in the contract Schedule. The amount shall be inclusive of all estimated costs, including travel, associated with completing the Government's current requirements, which are contained in Section B - Description of Services, for the entire 60-month period of performance if options are exercised. The government may order additional services in accordance with Section B.2.4 “Additional Services.” Any additional services shall be ordered via issuance of task orders against the contract's IDIQ line item; each individual task order will have its own not-to-exceed ceiling price.

The hourly rates in the resultant contract shall not be varied by virtue of the Contractor having performed work on an overtime basis. SSA will not pay overtime rates in excess of the hourly rates stated in Table 2 for each contract year.

Table 1: Price for Transition Period, Administrative Support, and Technical Tasks 1 through 20

Table 2: Unit Pricing Table, Hourly Rates

LABOR CODE

(a) SSA’s LABOR CATEGORIES (b)

CONTRACTOR’S LABOR CATEGORIES

(c)

HOURLY LABOR RATES

( d)

Administrative Support

Technical Support

* The hourly rates in the resultant contract shall not be varied by virtue of the Contractor having performed work on an overtime basis. SSA will not pay overtime rates in excess of the hourly rates stated above for each contract year.

B.2. Description of Services TC "Description of Services" \f C \l "1" B.2.1. Description of Services

Description of Agency and Organization

The Social Security Administration (SSA) is responsible for administering national social insurance programs and social welfare programs, and for providing operational systems support to other Federal and State agencies. SSA programs provide Retirement, Survivors and Disability Insurance (RSDI) benefits to workers and their dependents or survivors to offset loss of income due to retirement, death, or disability; black lung benefits; and Supplemental Security Income (SSI) payments to the aged, blind and disabled.

SSA also provides support to programs sponsored and administered by other Government agencies including Medicare, Energy and Emergency Assistance, Food Stamps for SSI Recipients, Refugee Assistance Program, and the Repatriated Citizens Loan Program.

The Office of Telecommunications and Systems Operations (OTSO), located within the Office of the Deputy Commissioner for Systems, is responsible for the planning, acquisition, implementation, and operation of computer systems in support of the Social Security Administration. It provides software support, hardware support, telecommunications support, production and operations control and integration/environmental testing of IT systems to improve and modernize SSA computer systems. OTSO performs capacity allocation analysis, monitors usage, and determines future requirements based upon future workload information. It develops technical policies and procedures for the acquisition of computer systems, software, and services in compliance with acquisition regulations. OTSO also develops policies concerning the security and usage of computer systems located at the National Computer Center (NCC) and Second Support Center (SSC). OTSO serves as liaison with SSA components, other Government agencies and organizations regarding operational and security issues.

B.2.2. Purpose/Introduction

Overview The purpose of this contract is to provide highly skilled, engineering support services for the SSA mainframe, distributed and telecommunications environments.

Work under this contract requires the application of specific computer systems expertise to assist with issues critical to the successful completion of each project. In completing tasks, the contractor shall consider SSA infrastructure, business practices and policies, personnel and existing Agency culture. The contractor shall support the achievement of critical tasks of various initiatives under the Agency Strategic Plan (ASP) and Information Resources Management Strategic Plan (IRM).

Utilizing onsite space and facilities furnished by SSA, the contractor shall provide qualified and experienced system engineering support services. Support services are primarily required in the NCC at SSA Headquarters in Woodlawn, Maryland. A relatively small portion of support services are required at the SSC in Durham, North Carolina. Occasional trips to SSA offices in the United States and its territories and possessions are likely, as are trips to the upcoming National Support Center in Urbana, MD (See Section B.2.4 “Place of Performance”). Specific travel requirements are contained in individual tasks.

B.2.3. Scope of Work

The contractor shall provide highly skilled, systems engineering personnel to support activities in SSA’s mainframe, distributed and telecommunications environments.

Mainframe Environment The SSA mainframe platform consists of eight IBM z10 machines and eight coupling facilities (x/900). These eight machines are divided into 50 logical partitions. A robotic cartridge system maintains 300,000 cartridges in 21 SL-8500 libraries and 900 encrypted tape drives. Approximately 688 terabytes of mainframe storage are available on Direct Access Storage Devices (DASD) and Open systems has 1,720 terabytes of usable storage. These systems support SSA programmatic, decision support and software engineering workloads.

The SSA headquarters computer complex processes more than 80 million transactions a day. The Customer Information Control System (CICS) environment consists of over 650 CICS regions supporting several pre-production and production life cycles. To achieve scalability and performance goals and to reduce administration associated with a large 3270 & web user base, the CICS environment is highly customized using internally developed assembler exits supporting such features as terminal auto install and dynamic load balancing. Several in-house software solutions have been developed and deployed that support the CICS environment including multi-session management software and print delivery software written in assembler and COBOL programming languages.

SSA uses IBM WebSphere MQ software to transport message data between the various State Disability Determination Services (DDS) case processing systems and SSA systems that support the disability process. The WebSphere MQ infrastructure is a heterogeneous mix of platforms, including z/OS, iSeries, Solaris, and Windows, providing guaranteed message delivery of over 500,000 messages per year between the State DDS case processing systems and SSA disability systems.

The Agency uses Computer Associates (CA) Top Secret to provide security and control access to the mainframe. Because the off-the-shelf product did not provide enough functionality, SSA developed a custom front-end using COBOL. OTSO maintains and enhances it on a tri-annual release schedule.

Key components of this environment include:

IDMS

TADDM

TCP/IP

TAT

SMP/E

CAPRs LoadRunner

ITCAMS

A diagram of the Mainframe Environment is included in Section D.1, Mainframe System Chart.

Distributed Environment

SSA’s cooperative processing platform links and integrates its mainframe legacy systems with the distributed processing capabilities inherent in the Local Area Network/Wide Area Network (LAN/WAN) environment. Approximately 131,000 workstations and 2,000 LANs are installed. SSA remotely manages the devices on the network through an integrated network management platform consisting of EMC/Smarts and Crickett/RRDtool on the Solaris platforms and Compuware Application Vantage, NET IQ AppManager, NetQoS Report Analyzer, Cisco Works, Cisco NAM, and Network General Sniffers on the Microsoft Windows platform. These platforms host network management automation that is done via Perl, Unix shell, and Windows batch programming. These platforms also provide the ability to analyze network-related issues with protocol analyzers such as Application Vantage, Network General Sniffers or NAM.

SSA has over 110,000 mail-enabled objects throughout the United States as well as at Foreign Service Posts and in U.S. Possessions and Territories. These objects consist of user mailboxes, special use mailboxes, and distribution lists. E-mail within the Agency among these users is critical to SSA service to the public for processing claims, benefits and Medicare applications.

The Agency Exchange architecture consists of 108 back-end (Dell) servers running Microsoft Windows 2003 and 2008 and Exchange 2003 and 2007. These servers are located at SSA offices and DDS sites in each of the 50 states. These SSA offices include Regional Operations Control Centers (ROCC), TeleService Centers (TSC), Regional Offices (RO), Offices of Disability Adjudication Review (ODAR), Office of the Inspector General (OIG), and System Engineering Facility (SEF) components. Agency e-mail traffic is protected and secured using third-party, anti-virus and anti-spam software applications. The Agency Internet e-mail connects to the Microsoft Exchange Infrastructure providing pickup and delivery of Simple Mail Transfer Protocol (SMTP) e-mail.

Fiscal Year 2009 239,038,258 messages processed

Fiscal Year 2010 256,311,386 messages processed

Fiscal Year 2011 260,028,547 messages processed SSA relies heavily on Internet e-mail to communicate and collaborate with other Government agencies, contractors, Disability Determination Services (DDS), benefits recipients and applicants, and a host of other sources. In addition, Internet e-mail supports the SSA and Center for Medicare and Medicaid Services (CMS) prescription drug initiative.

The Internet e-mail architecture consists of Fujitsu PrimePower servers running Solaris 9 and 10. The Internet e-mail infrastructure is centrally located at SSA Headquarters and interoperates with its Microsoft Exchange infrastructure to provide delivery and receipt of all of the Agency Internet e-mail via SMTP.

The Change Asset Problem Reporting System (CAPRS) is a commercial off-the-shelf (COTS) software product developed by Hewlett Packard/Peregrine System and sold as Service Center. The CAPRS operations management platform provides OTSO’s national help desk personnel and IT enterprise support personnel with an integrated monitoring and tracking tool to record, assign and control production system hardware and software problems reported by end users within the enterprise network.

SSA applies multiple layers of security to this environment. OTSO monitors and strictly enforces authorization and access in compliance with Federal law and Government-wide regulation.

Key components in this environment include:

Secure Shell

Dragon Naturally Speaking Voice Command

IPv6 Sendmail

CDP

Nexus 1000v

Nexus1010

Windows 7 MAGIC Screen Reader

WPA2

Radius

JAWS Screen Reader

Checkpoint IPSO

CCMP encryption

VISTA

Telecommunications Environment OTSO facilitates telecommunications service to over 1,750 locations nationwide. Local voice service is provided through the local serving telecommunications company or the General Services Administration (GSA). Long-distance voice, video and data service is provided via GSA’s NETWorx contract. With few exceptions, most SSA locations are supported by an SSA-owned digital Private Branch Exchange (PBX). The Agency is currently implementing a state-of-the-art enterprise Voice over Internet Protocol (VoIP) telecommunications platform that will connect and service the entire Agency.

SSA operates several telecommunications networks meeting specific programmatic and/or administrative needs. SSANet is an agency-wide data and video network that connects all SSA related offices to the NCC in Woodlawn, Maryland through a combination of data circuits up to and including OC12s and OC48s; and for SSC in Durham, North Carolina data circuits up to OCs48. The network is diverse, redundant and utilizes Multi-Protocol Label Switching (MPLS) technology.

Using a single nationwide toll-free number, the National 800 Number Network employs over 6,282 inbound toll-free circuits and almost 7,000 answering agents at 40 answering locations to receive over 65,000,000 calls from the American public annually.

Using satellite-based transmission, the Interactive Video Training network has over 1,745 downlinks at various SSA locations. There are currently 1,100+ Video Teleconferencing systems nationwide. These systems are located in the regional offices, OIG, DDS, ODAR, and Headquarters.

In addition, remote LAN access is available to approximately 7,000 users through the Virtual Private Network (VPN). The normal rate of increase is 25% per year based on historical records. However, the number of VPN user requests has significantly increased since the introduction of HSPD-12 Cisco VPN. Therefore, in upcoming years, we anticipate a 30% rate of increase.

A combination of 543 cell phones and 3,006 Blackberry devices supported by AT&T Wireless and 682 pagers allow SSA employees access to critical information 24x7 365 days a year.

SSA’s Internet and intranet infrastructures are used by the internal SSA user community, States, other agencies, commercial business partners and the American public. It is a critical means for SSA to meet increasing service demands through technology.

Internet

· Public Web Servers Environment –responds to web browser requests of www.socialsecurity.gov.

Intranet

· Unix Flex Environment –supports non-WebSphere applications, such as Public Information Request System, Action and Control Tracking System, Travel Manager, and the Employee Suggestion Program. It supports iPlanet, Apache, and Cold Fusion software based applications, and currently runs on two Sun mid-range web servers.

· Unix Content Environment - serves static content pages for the Employee Information Server (EIS). It also supports the mirroring of the www.socialsecurity.gov static pages. Unlike the other Unix environment, it does not support applications. This environment is currently supported by one Sun mid-range web server.

· Messaging Environment - supports Lotus Domino web based applications, such as PolicyNet & QuickPlace using two Sun mid-range web servers. OTSO is converting Exchange 2003 user mailboxes to Exchange 2007 and preparing for the implementation of Microsoft Front (antivirus). An Agency archiving and email retention project continues through the contract years.

· WebSeal/Access Manager Environment - supports the Tivoli Access Manager (TAM) software. TAM is authentication software that provides application security to the Agency WebSphere Application Server (WAS) environment. Two Sun mid-range web servers currently support this environment. Deploying applications developed with WebSphere security will enable SSA to create a centralized security structure that supports distributed management.

· Windows Shared Hosting Environment (SHE) - centralizes the management and support of web sites and applications. It is developed under Microsoft’s .NET framework,

· Windows Environment - supports national web applications developed for the Internet Information Windows web servers (IIS). The Headquarters, Management Information (MI) and SSA Library and Training servers all reside in the Windows environment.

Web Infrastructure Test Facility (WITF)

· The WITF mimics the Internet/intranet production environments on a smaller scale. The WITF also increases efficiencies and streamlines the process of migrating web applications through the systems life cycle. Currently, this environment is supported by four Sun mid-range web servers.

National Search Solution Environment

· The National Search Solution allows the public to perform search queries on SSA web site (www.socialsecurity.gov) and allows the internal SSA user community to search for content on SSA central and regional office servers.

Data exchange is a major endeavor that the Agency is developing and improving. Electronic data is already exchanged with the medical community, among SSA field representatives and claims reviewers, with all State disability agencies, and with various other State, local, and federal agencies. SSA uses select means of securely transferring files between these entities. SSA has extended the file transfer capabilities to web-based solutions as well.

The data exchange environment uses a variety of file transfer software packages on the various platforms in order to effectively transport data. The software packages used to exploit the transmission of data via the Internet are Sterling Commerce Gentran Integration Suite (GIS) and IBM WebSphere along with supporting utilities from the Connect:Direct suite of tools. These software packages afford SSA the opportunity to implement the components that are needed today, while leaving options open for future integration.

Quality assurance of service to SSA customers is addressed through various real time and scheduled robotic monitoring facilities with aggressive alerting procedures to initiate problem investigation and resolution. Service level assurance is addressed through an outage reporting and management information system that is continually being improved. SSA is also continuing to improve public notification processes for Internet applications.

Various means to protect data are in place. The National Institute of Standards and Technology requires use of Advanced Encryption Standard. Encryption is accomplished through application software, VPN encrypted tunnels and hardware encryption.

Key components in this environment include:

Activities While performing tasks identified in Section B.2.8, the contractor shall perform the types of activities described below.

Research and Analysis

· Find and review information on various subjects – new technologies, new techniques, new software, new tools, etc.

· Analyze and document information as it relates to SSA environment’s: benefits, weaknesses, strengths, prerequisites, compatibility, and cost benefit data.

· Analyze current software/hardware configurations.

· Provide recommendations for improvement/enhancement.

· Analyze capacity and performance information.

· Provide recommendations for tuning and improving performance.

· Assess risk.

· Provide in-depth documentation on all options along with a recommended solution.

Deployments of New Hardware/Software or Upgrades or Enhancements

· Review all contractor technical documentation.

· Research configuration specifications for proposed software/new components and verify against the designated SSA platform and infrastructures.

· Analyze effects of the installation to ensure that the system/software will not be adversely affected. Document for SSA review.

· Develop and document relevant test procedures.

· Perform necessary testing, documenting problems/resolutions.

· Communicate with any/all affected components, inside and outside of OTSO.

· Coordinate the implementation of upgrades/enhancements.

· Implement pilot versions, if appropriate.

· Maintain any documentation.

· Train/cross train employees as necessary.

Troubleshooting

· Communicate with appropriate personnel (user/developer/operator) to gather information on the problem.

· Review any data available such as dumps or error codes.

· Communicate with contractor technicians when appropriate.

· Communicate with other Agency components as necessary.

· Analyze all possible solutions.

· Review possible solutions with appropriate SSA and/or contractor personnel.

· Implement solution.

· Communicate with appropriate SSA and/or contractor personnel during all phases of resolution.

· Document problem/resolution.

Develop Code

· Analyze current processes.

· Interface with users or other appropriate personnel for insight into possible improvements

· Develop code or scripts to automate a manual process or improve a process.

· Thoroughly test all code/scripts.

· Correct errors.

· Demonstrate code/scripts and incorporate valid suggestions.

· Document working code/scripts.

· Create user guide for new code/scripts.

· Train users’ base/employees.

Project Planning

· Research all aspects of project with regard to risks, benefits, critical points, interdependencies, prerequisites, pitfalls, communication, coordination, schedules.

· Conduct/participate in meetings.

· Advise with regard to performance standards and metrics.

· Participate in communication with stakeholders.

· Prepare/participate in/make presentations to management/stakeholders.

· Research cost and return on investment information.

· Develop requirements and specifications documents. Organizational Conflicts of Interests.

· Conduct pilots, where necessary or appropriate.

· Use electronic tools to plan project.

· Maintain documentation through all phases of implementation.

· Conduct/participate in post-mortem meetings.

Knowledge Transfer

In the contractor’s area of expertise:

· Assist others in the use of software/processes/tools.

· Provide documentation on commonly used software/processes/tools.

· Provide formal classroom instruction in special circumstances.

· Answer questions.

· Provide references for further information.

· Prepare and make presentations to various levels of personnel.

B.2.4. Place of Performance

The vast majority of the work will be performed at SSA headquarters in Woodlawn, MD. Some resources are required at the SSC in Durham, North Carolina. Occasional travel to SSA offices around the country may be required under any of the tasks.

The Social Security Administration is replacing the existing 30-year-old National Computing Center (NCC) located on the Woodlawn, Maryland campus. The replacement center, which is National Support Center (NSC), will be located in Urbana, Maryland and is designed to support the agency’s Information Technology (IT) requirements at move‐in plus projected internal capacity growth for 20 years of operation, and shall include space allowances for the parallel operation of refreshed and legacy equipment. Current expectations are that the building will be completed sometime in 2015. Once available, OTSO will execute an orderly transition of all IT services from the NCC to the new NSC. During the course of this contract, contractors may be requested to provide services at this location for short periods of time. If additional services are required at the NSC, a separate task order will be issued outlining the work required under this effort.

B.2.5. Period of Performance

The period of performance for the contract shall be 12 months from the effective date of the award. There will be a provision to extend the contract period of performance for an additional four, one-year periods for a possible 60-month contract duration.

B.2.6. Contractor Requirements

B.2.6.1. Staffing A. Transition Period: This contract includes a 60 day transition period. The purpose of this transition period is to transition work from the contractor previously responsible for these tasks. The contractor shall be fully staffed and assume complete responsibility for all tasks no later than 60 days after contract award.

B. Government Furnished Items: Space, facilities, and equipment (including furniture and telephones with messaging capability), and all required computer time and equipment will be furnished by the Government.

In addition, some SSA components may provide some or all of the following property for the contractor’s use in the performance of the contract tasks (please see the description of the individual tasks for more information).

· Individual Pagers are those issued by the Government to the contractor for use by contractor personnel performing specific tasks. The contractor shall carry the pager at all times. The contractor employee shall respond to pages within 20 minutes. Depending upon the severity of the issue, the contractor may be required to report to the SSA work site as a result of the page.

· Rotating Pagers are those rotated among contractor employees and/or Government employees to fulfill a rotating on-call schedule. They are issued by the Government. The contractor shall carry the pager at all times. The contractor employee shall respond to pages within 20 minutes. Depending upon the severity of the issue, the contractor may be required to report to the SSA work site as a result of the page.

· Laptops will be provided by the Government, if required. The contractor shall use the laptop only in his or her capacity as a contractor representing SSA. All SSA security guidelines, rules, and policies apply to the use of the laptop. The laptop shall be returned to the Government in the condition it was issued. If not, the vendor will be responsible for damages or replacement whichever is more fiscally responsible.

· Individual Cell Phones are those issued to a contractor by the Government for use in performance of the Contract to meet specific needs. The contractor is required to carry the cell phone at all times. The contractor employee shall respond to calls within 20 minutes of the time of the call. Depending upon the severity of the issue, the contractor may be required to report to the SSA work site.

C. Hours of Operation: Unless otherwise indicated in the individual task, contractors shall provide full-time support (8 working hours) within a flexible band from 6:00 am to 6:00 pm, Monday through Friday, excluding Federal Holidays.

Some tasks will require occasional weekend and off-hour support that will be coordinated in advance with the contractor, except in emergency cases. Please see the description of the individual tasks for more information.

D. Key Personnel – Designation and Qualifications: SSA has determined that the personnel listed below are KEY to this effort. All key personnel must meet the minimum qualifications specified below. Substitutions of individuals proposed as key personnel shall not be assumed. All substitutions shall be approved in writing by the COTR and shall be subject to the terms and conditions of this contract.

· Program Manager (PM). The Contractor shall appoint a single Program Manager who has the responsibility for all services provided under this Contract and full management authority for all Contractor personnel assigned to work on this project. The PM shall serve as the primary point of contact for the Contracting Officer Technical Representative (COTR) in matters concerning the Contract and will interact with other Government Employees as appropriate. The Program Manager must meet the following minimum requirements:

10 years of experience managing at least 40 highly skilled personnel in a large, complex computing environment. Experience includes the following:

· Managing all administrative contract matters for all contractor employees.

· In conjunction with his/her corporate office, recruiting and filling vacancies and new support requests;

· Resolving performance and personnel issues;

· Serving as a liaison between the contractor’s corporate management and the customer; and

· Assuming responsibility for all deliverables related to the management of the contract (i.e., budget reports, technical progress reports, invoices).

· Associate Program Manager (APM). The Associate Program Manager must meet the following minimum requirements:

7 years of experience managing at least 40 highly skilled personnel in a large, complex computing environment. Experience includes the following:

· Managing all administrative contract matters for all contractor employees.

· In conjunction with his/her corporate office, recruiting and filling vacancies and new support requests;

· Resolving performance and personnel issues;

· Serving as a liaison between the contractor’s corporate management and the customer; and

· Assuming responsibilities of the Program Manager in his/her absence.

Total 2 Key Positions

(a) For all positions designated as key personnel, the contractor shall only assign persons whose resumes were submitted with its proposal or who are otherwise approved by the agency (see paragraphs (c) – (e), below).

(b) All key personnel proposed by the contractor must be available to perform by the contract award date.

(c) The contractor agrees that during the first 150 days of contract performance, no personnel substitutions will be permitted unless such substitutions are necessitated by an individual's sudden illness, death, or termination of employment. In any of these events, the contractor shall promptly notify the COTR, and provide the information required by Paragraph (d) below. After the initial 150-day period, all proposed substitutions must be submitted to the COTR, in writing, at least thirty (30) days prior to the need for the proposed substitution to begin work under the contract. For any proposed substitution, the contractor shall provide the information required by Paragraph (d) below.

(d) The contractor shall submit all requests for substitution to the COTR. The contractor shall provide a detailed explanation of the circumstance necessitating the proposed substitution, as well as a complete resume for the proposed substitute and any other information needed to approve or disapprove the proposed substitution. All proposed substitutes must meet the minimum requirements stated previously in Section 2.6.1, Key Personnel – Designation and Qualifications.

(e) Upon receipt of a resume for Key Personnel positions, the Government will review the resume and confirm that the candidate meets the requirements of the contract. The contractor will be notified within 5 working days of receipt of the resume of the Government’s approval or disapproval of the proposed candidate. Resumes received after 12 o’clock (noon) will be considered to have been received the following day. After evaluating the resume, the COTR may, at his/her discretion, request additional information.

E. Contractor Employee Qualifications: SSA reserves the right to review resumes and provide input to the Contractor on the apparent technical qualifications of proposed contractor employees prior to any personnel changes under this contract. The final selection of contractor personnel is the responsibility of the Contractor.

F. Orientation: When the contractor assigns a new employee to perform under this contract, the contractor shall brief the incoming employee. During this briefing, the contractor shall provide an overview of the status of the projects in progress as well as instructions on and expectations associated with the tasks to be performed. The contractor shall invite the COTR to this briefing (the COTR may elect to invite others such as the task manager for a specific area). The contractor shall conduct this meeting within 15 work days of the new employee’s assumption of duties under this contract.

G. Contractor Training Requirements:

· Security Awareness Training: All contractor personnel shall complete an SSA-provided, online Security Awareness training class within 2 weeks of the start of their work on-site at SSA, and must submit notice of completion to the employee’s onsite program manager. Completion of a similar class shall be required at least yearly for all contractor staff.

· Continuous Learning/Certifications: The contractor is responsible for ensuring that contractor employees receive and maintain training, education, and technical certifications that are pertinent to this contract. SSA will not reimburse the contractor for any contractor employee training or certification expenses.

B.2.7. Additional Services

The contractor may be required to provide additional services that are within the scope of this contract. A SSA Contracting Officer will negotiate and issue a task order for all additional services. The task orders shall be issued by either facsimile or email. The prices and hourly rates used for ordering these additional services are listed in Section B.1 Table 2 “Unit Pricing Table, Hourly Rates.” Additional services will be ordered against the IDIQ line item in accordance with the procedures contained in Section B.2.12.11 Task Ordering Procedures – IDIQ line item.

SSA will have the unilateral right to order the services described below for the duration of the contract in accordance with FAR 52.216-18 Ordering; 52.216-19 Order Limitations; and 52.216-22 Indefinite Delivery, which are located in Section C.5 of the contract. The types of additional services that maybe ordered are described in the paragraphs below:

B.2.7.1. Formal Classroom Training

The Contractor shall develop and present custom training classes on topics related to the general scope of the contract. The Contractor shall provide electronic and hard copies (including binders, dividers etc.) of all materials developed for all students. The Government shall provide an outline of topics to be covered and the expected duration of the class. The government shall provide adequate classroom space and any necessary workstations.

B.2.7.2. Other Services

SSA may order additional services that are within the general scope of this contract.

B.2.8. Contract Tasks

B.2.8.1. Administrative Support Task-Program Management Background The contractor shall be responsible for on-site management and administrative duties in providing staff that possesses the technical expertise in a broad range of activities related to engineering support services. The contractor Program Manager serves as the single point of contact for all matters related to this contract.

Scope of Effort

As provided under the contract, the Contractor is responsible for the overall program management and administrative support for tasks under the ESS- Information Technology Operations and Security (ITOS) contract.

Sub-Task 1: Transition Period

1. The transition period begins on the date of contract award and continues through the succeeding 60 days.

2. During the transition period, the Contractor shall provide sufficient contract management resources detailed under this Task (Program Manager, Assistant Program Manager and administrative support). The Contractor shall begin the process of recruiting for all positions, to include the Security clearance process identified in Section C.6 to ensure all Contractor personnel have the required credentials within 60 days after the contract award date. They will also interface and work with the incumbent workforce, and manage all administrative contract matters for all employees. The contractor shall manage the transition period to minimize any adverse impact to the transfer of duties.

3. On-site performance at SSA shall begin on the 61st day after the contract award date. The contractor shall provide all program management, technical management, and administrative support, as well as the necessary software and support services personnel to perform the services described in Section B of the contract.

Sub-Task 2: Program Management Purpose: Ensure that required support is provided accurately and efficiently. Take ultimate responsibility for all deliverables related to the management of the contract (ie, budget reports, technical progress reports, invoices).

Activities:

· The Contractor shall designate a Program Manager to serve as a liaison between the contractor’s corporate management, Contracting Officer’s Technical Representative (COTR), and SSA Task Managers.

· Recruit for and fill any support requests received through the Contracting Officer.

· Manage all administrative contract matters for all employees.

· Ensure the timely and accurate submission of all deliverables as defined in Section B.2.11.

· Attend weekly status meeting with COTR.

· Attend meetings with various OTSO task managers and COTR.

Deliverables:

The contractor shall adhere to schedule of deliverables documented in Section B.2.11.

On occasion, the COTR may request ad hoc reports. The submission time frame and content for these reports will be mutually agreed upon by the COTR and the Program Manager (PM).

Assumptions, Constraints and Special Conditions Hours and Location of Service

Full-time support is required within a flexible band of 6am to 6pm, Monday through Friday, excluding Federal Holidays. Occasional scheduled weekend and off-hour support may be required.

Contractors may be required to perform services during periods of inclement weather and other emergency situations. If a contractor is required to be present, the COTR or an assigned alternate, will personally notify the contractor’s Program Manager, or an assigned alternate. This could include being asked to report to an alternate work location.

Pagers and Laptops

Only the Program Manager and Associate Program Manager are required to carry a pager.

Travel

It is unlikely that travel will be required.

B.2.8.2. Technical Support Tasks Information Technology operations and security (ITOS) task Descriptions

The Office of Enterprise Information Technology Operations and Security (ITOS) provides 7x24 operations stability, availability, and security in the IT infrastructure and the IT environment. The Office is comprised of the following five divisions:

· Division of Batch Operations Production Control (DBOPC)

· Division of Integration and Environmental Testing (DIET)

· Division of Information Systems Security Administration and Operations (DISSAO)

· Division of National Network Services and Operations (DNNSO)

· Division of Online Systems and Database Operations (DOSDO) The current staffing levels for ITOS tasks is contained in Section D.8, Current Task Staffing.

The Contractor shall provide for support for the following tasks:

ITOS Task 1 - Batch Support ITOS Task 2 – Change Control Management and Coordination ITOS Task 3 – Migrate and Distribute Client Server Software ITOS Task 4 – Migrate Programmatic Systems Software ITOS Task 5 – Mainframe Performance Testing ITOS Task 6 – Process Automation ITOS Task 7 – Intrusion Protection ITOS Task 8 – Security Assurance ITOS Task 9 – Database and Opearting Systems Security Standards ITOS Task 10 – Device Compliance ITOS Task 11 – Integrated Data Management System (IDMS) ITOS Task 12 – Social Security Online Accounting and Reporting System (SSOARS) Hardware and Software Support ITOS Task 13 – Integrated Data Management System (IDMS) and DB2 ITOS Task 14 – DB2 UDB Database Support on SUN Solaris Platform ITOS Task 15 –DB2 and Oracle Database Support/ E-Verify ITOS Task 16 –Customer Information Control System (CICS) Systems Programming ITOS Task 17 – Customer Information Control System (CICS) Monitor Room ITOS Task 18 – WebSphere and Customer Information Control System (CICS) Troubleshooting ITOS Task 19 – DOSDO/SMAB Durham Support Center Monitoring Support ITOS Task 20 – Durham Mainframe Monitoring

ITOS Task 1 – Batch Support Background

The Division of Batch Operations Production Control (DBOPC) is responsible for SSA client server automated scheduling infrastructure and its administration. Additionally, DBOPC supports the systems involved in the processing of Social Security cards.

The configuration of the automated scheduling environment consists of CONTROL-M/Enterprise Manager (EM) Distributed Tool Suite running on a UNIX platform with IBM Advanced Interactive eXecutive (AIX) and High Availability Cluster Multi-Processing (HACMP) software. DBOPC processes batch workloads for SSA enterprise-wide mission-critical applications. Batch processing must be completed on time and with accuracy. DBOPC processes over 10,000 batch mainframe and distributed batch jobs daily.

Both environments operate on a 24x7 availability basis.

Scope of Task

The objective of this task order is to provide support for the DBOPC multi-platform environments.

· Ensure the availability and stability of the systems, processes, programs and equipment used to process SSA batch workloads.

· Develop viable processing techniques to solve technical problems and document these techniques in a manner that leads to easy implementation and standardization.

In support of the task, the contractor shall perform activities such as those described in the sub-tasks below:

Sub-Task 1: UNIX and Windows Server Maintenance

Purpose: Maintenance of the UNIX and Windows Servers and the CONTROL-M/EM Distributed Tool Suite.

Activities:

· Install and test CONTROL-M/EM software upgrades as they become available from the vendor.

· Install and test software and hardware upgrades and patches as they become available from the vendors.

· Install and test IBM AIX, UNIX or Linux software upgrades and patches as they become available from the vendors.

· Install and test Windows software upgrades and patches as they become available from the vendor.

· Enforce and monitor security compliance.

· Monitor server performance and maintain servers.

· Install and test CONTROL-M Agents on remote servers.

· Troubleshoot and correct CONTROL-M/EM infrastructure problems.

· Develop and implement scripts, utilities and automated reports to support component CONTROL-M for Distributed Systems.

· Configure and monitor DASD.

· Configure and monitor the virtualization systems.

Deliverables:

· An install, test and back out plan and procedure for all software/hardware upgrades or patches shall be submitted to the Task Manager via email 1 week prior to the changes being implemented.

· A planned server maintenance schedule shall be submitted to the Task Manager via email on the first business day of each month.

· A software and hardware maintenance report shall be submitted to the Task Manager via email by the last business day of each month.

· A problem report complete with status and resolution shall be submitted to the Task Manager via email within 24 hours of a problem being resolved.

· A root cause document shall be submitted to the Task Manager via email within 24 hours of a root cause being identified.

· An activity report documenting the contractor’s activities for the week shall be submitted to the Task Manager via email by the close of business each Friday. Document should not exceed one page.

Sub-Task 2: Software Development and Implementation

Purpose: Develop and implement programs, scripts, utilities and automated reports.

Activities:

· Develop and implement scripts, monitoring utilities required to provide early problem detection, and automated reports. Scripting shall be completed in any commonly used scripting language such as SHELL, Practical Extraction and Report Language (PERL), Structured Query Language (SQL), ASP.NET languages, CSS, HTML, DOM, JAVAScript, and DHTML. All other programming shall be completed in either C or Visual Basic.

· Document software design, user guide and applicable installation requirements.

· Identify tools that can be used to automate manual processes: design, develop, document and implement the identified tools.

· Create ad hoc and recurring statistical reports.

Deliverables:

· A program design document explaining the purpose of the program, proposed design and time estimate to create, test and document shall be submitted to the Task Manager via email prior to the program being written. Any delays to the estimated timeline and a proposed new time estimate shall be communicated to the Task Manager via email by the close of business each Friday.

· A program that executes the desired functionality shall be submitted to the Task Manager via email within 24 hours of all testing and documentation being completed.

· An internal procedure that explains how to use each function within the program shall be submitted to the Task Manager via email within 24 hours of all testing and documentation being completed.

· A test plan with the tests executed and the results shall be submitted to the Task Manager via email within 24 hours of all testing being completed.

· A user guide (an external procedure with screenshots) that explains how to use each function within the program shall be submitted to the Task Manager via email within 24 hours of all testing and documentation being completed.

· An installation document explaining all configuration needed for program functionality shall be submitted to the Task Manager via email within 24 hours of all testing and documentation being completed.

· An activity report documenting the contractor’s activities for the week shall be submitted to the Task Manager via email by the close of business each Friday. Document should not exceed one page. (Same report as indicated in Sub-task 1.)

Sub-Task 3: Server Account Management

Purpose: Manage user accounts and grant permission as necessary.

Activities:

· Reset passwords or unlock user accounts as needed.

· Add new users.

· Suspend or delete users.

· Maintain, define and document user groups.

· Maintain, define and document Windows, UNIX and Control-M/EM Permissions.

Deliverables:

· Monthly groups addition and change report shall be submitted to the Task Manager via email by the close of business on the last business day of each month.

· Monthly users addition and change report shall be submitted to the Task Manager via email by the close of business on the last business day of each month.

· Monthly permissions addition and change report shall be submitted to the Task Manager via email by the close of business on the last business day of each month.

· Weekly server account management report shall be submitted to the Task Manager via email by the close of business each Friday.

Assumptions, Constraints and Special Conditions

Hours and Location of Service

Full-time support is required within a flexible band of 6am to 6pm, Monday through Friday, excluding Federal holidays.

Full-time support is also required on midnight shift between the hours of 12:00 midnight and 8:00am, Monday through Friday, excluding Federal holidays.

The contractors shall carry a pager at all times.

ITOS Task 2 –Change Control Management and Coordination Background

The Division of Integration and Environmental Testing (DIET) supports SSA’s integrated testing environment that supports all of the mainframe legacy, SSA intranet and Internet applications, approximately 115,000 workstations…