2023.10.03 E2E SMC PWS.pdf

PERFORMANCE WORK STATEMENT FOR SURFACE

DEPLOYMENT AND DISTRIBUTION COMMAND (SDDC)

End to End Systems Management Center (E2E SMC)

10 August 2023

This page intentionally left blank.

PERFORMANCE WORK STATEMENT

MILITARY SURFACE DEPLOYMENT AND DISTRIBUTION COMMAND (SDDC) End to End Systems Management Center (E2E SMC)

1 July 2023

Contents

1. DESCRIPTION OF SERVICES

1.1 BACKGROUND

1.2 SCOPE

1.3 SPECIFIC TASKS

1.3.1 Task Area 1 – Contract Management

1.3.1.1 Subtask 1 – Contract Manpower Report (CMR)

1.3.2 Task Area 2 – Sustainment and Maintenance – Service Now and Telephone Support

1.3.2.1 Subtask 1 – ServiceNow Support

1.3.2.2 Subtask 2 – ServiceNow Enhancements and Workflow Administration

1.3.2.3 Subtask 3 – ServiceNow Training

1.3.2.4 Subtask 4 – ServiceNow Support (G6 OIS)

1.3.2.5 Subtask 5 – SDDC E2E SMC Customer Self-Service Website

1.3.2.6 Subtask 6 – Call Management

1.3.3 Task Area 3 – E2E SMC Tier I Operations

1.3.3.1 Subtask 1

1.3.3.2 Subtask 2 – Application Liaison

1.3.3.3 Subtask 3 – E2E SMC Tier I Knowledge Database Cleanup

1.3.3.4 Subtask 4 – Customer Service

1.3.3.5 Subtask 5 – Application Monitoring

1.3.3.6 Subtask 6 – TEAMS User Account Administration

1.3.3.7 Subtask 7 – GFM Coordinator List

1.3.3.8 Subtask 8 – USTRANSCOM GATES Water Port

1.3.4 Task Area 4 – Tier II Support

1.4 DELIVERABLES

Table 1: Deliverables for Task Area 1 – Contract Management

Table 2: Deliverables for Task Area 2 – Sustainment and Maintenance

Table 3: Deliverables for Task Area 3 E2E SMC Tier I Operations

Table 4: Deliverables for Task Area 4 Tier II Support

2. SERVICE DELIVERY SUMMARY

3. GOVERNMENT-FURNISHED AND CONTRACTOR-FURNISHED EQUIPMENT AND INFORMATION

3.1 Government Furnished Equipment (GFE)

Table 5: Government Furnished Equipment (GFE)

3.2 Contractor Furnished Equipment (CFE)

4. GENERAL INFORMATION

4.1 Place of Performance

4.2 Period of Performance

4.3 Work Hours

4.4 Cooperation with Other Contractors and Government Personnel

4.5 Contractor Employee Qualifications/Certifications

4.6 Non-Disclosure Agreement (NDA) for Contractor Employees

4.7 Commercial Phone Lines

5. SECURITY (PHYSICAL, PERSONNEL, INFORMATION, INDUSTRIAL, OPERATIONS, ANTITERRORISM, and

FORCE PROTECTION) & SAFETY REQUIREMENTS

5.1 General Security & Safety Information

5.2 Personal Clearance Level (PCL)/Investigation Requirements

5.3 Clearance/Investigation Validation Checks

5.4 Common Access Card (CAC) Issuance

5.5 Scott AFB/USTRANSCOM/HQ SDDC Physical Access

5.6 Visit Authorization

5.7 In/Out-Processing

5.8 Security Training

5.9 Security Permissions on DoD Systems

5.10 Security Compliance/Deviations

5.11 Security Regulation Compliance

5.12 Security Regulation Guidance

5.13 FAR Privacy clauses in the contract FAR 52-224-1 & 52.224-2

6. CYBER SECURITY

6.1 Handling of Non-Public Information

6.2 Periodic Government Inspections

6.3 Remote Access

6.4 Incident Handling

6.4.1 Reporting Requirements

6.4.2 Incident Response Coordination

6.4.3 Law Enforcement/Counterintelligence

6.5 Security Training

7. CONTRACT TRANSITION

7.1 Transition-In

7.2 Transition-Out

Table 5: Deliverables for Task Area 7 Contract Transition

APPENDIX A: APPLICATION DESCRIPTION

APPENDIX B: EMPLOYMENT STATUS REPORT TEMPLATE

APPENDIX C: APPLICABLE DOCUMENTS

APPENDIX D: HISTORICAL WORKLOAD

APPENDIX E: GOVERNMENT FURNISHED EQUIPMENT/INFORMATION

APPENDIX F: CONTRACTOR FURNISHED EQUIPMENT/INFORMATION

APPENDIX G: ACRONYMS

APPENDIX H: NONDISCLOSURE AGREEMENT AND AGREEMENT TO DISCLOSE POTENTIAL CONFLICTS OF

INTEREST FOR CONTRACTOR EMPLOYEES ON USTRANSCOM CONTRACTS

1. DESCRIPTION OF SERVICES

1.1 BACKGROUND

The Military Surface Deployment and Distribution Command (SDDC) is the Army Service Component Command (ASCC) under Headquarters, Department of the Army (HQDA) and a Major Subordinate Command to the US Army Material Command (AMC) with a mission to plan, coordinate, and synchronize global end to end deployment and distribution services to project and sustain our nation’s Warfighters in support of national objectives. SDDC is the assigned ASCC to the United States Transportation Command (USTRANSCOM), Transportation Component Commands (TCCs), which include Military Sealift Command (MSC), and HQ Air Mobility Command (AMC).

The End to End Systems Management Center (E2E SMC) provides end to end SDDC Information Technology System Management (ITSM) capabilities and is an inbound and outbound call resolution center servicing multiple transportation, finance, scheduling, ICAM, and related applications. The E2E SMC supports Confidentiality, Integrity and Availability (CIA) Low, Medium and High level applications as well as ICAM support for operations external to SDDC (AMC and USTRANSCOM). The E2E SMC supports all applications residing in the SDDC maintained GovCloud requiring an agile strategy for support of cloud agnostic business systems/applications as cloud native and agnostic capabilities develop through program modernization focused projects. The E2E SMC operates under Section 508 of the Rehabilitation Act (508) released on 20 Dec 2000.

1.2 SCOPE

The purpose of this contract is to acquire specialized technical and functional support, Tier I and/or Tier II end to end ITSM helpdesk services for the enterprise applications, capability, and business functions. The following applications/equipment shall be supported (Appendix A provides a description of each application):

1. Business Support Container Management (BSCM)

a. Joint Container Management (JCM)

b. Pipeline Asset Tool (PAT)

2. Carrier Appointment System (CAS)

3. DoD Table of Distances (DTOD)

4. Transportation Enhanced Access Management System (TEAMS)

5. USTRANSCOM Global Air Transportation Execution System (USTRANSCOM-GATES) Water Port includes G3 OPS

6. Global Freight Management (GFM)

7. Groups Operational Passenger System (GOPAX)

8. Hand Held Terminal (HHT)

9. Integrated Booking System (IBS)

10. Integrated Computerized Deployment System (ICODES)

11. Installation Outloading Capability Collection (IOCC)

12. Integrated Mission Support for Surface Deployment and Distribution Cargo (ISDDC)

13. Joint Equipment Capabilities Database (JECD)

14. SafetyNet (SN)

15. Single Mobility System (SMS)

16. Transportation Financial Management System (TFMS)

17. Transportation Geospatial Information System (TGIS)

Support shall include E2E SMC Tier I/II call resolution, development, sustainment, and maintenance of the ITSM software (presently ServiceNow) and operational support (G3 Ops). All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in this PWS. SDDC presently uses ServiceNow ITSM as ticketing software and is focused on integrating and streamlining end to end workflows and to utilize more of the ServiceNow capabilities such as DevOps Change Velocity integrations for development tools (i.e., GitLab), Information Technology Operations Management (ITOM) for real time health monitoring and firewall tracking, Information Technology Asset Management (ITAM) for centralized tracking of assets to include Hardware and Software, and Strategic Portfolio Management (SPM) for project management, routing and tracking; all of which will require contractor support to implement and maintain the new services and workflows. ServiceNow provides the capability for help desk tickets to be created, tracked, escalated, de-escalated, and provides multiple reporting capabilities. ServiceNow provides the ability to manage all inbound and outbound help desk interactions with customers and the E2E SMC. ServiceNow provides customer information to the Customer Service Representative (CSR) at the time of the call, the ability to search for known solutions and to bring customer service issues to a resolution quickly and efficiently.

Required process workflows will be developed and managed in ServiceNow to include Systems Change Requests (SCR) and Change Control Board (CCB) coordination and tracking.

This requirement includes gathering customer profile information including names, phone numbers, email, customer organization history, activities, requirements, past problems, and associated documentation for use in SDDC’s customer relationship management (CRM) strategy to provide Customer Service Representatives

(CSR) an effective customer identity management approach. Additionally, full ITSM capabilities will be developed and utilized to ensure end to end customer, developer and systems support to the degree which the ITSM software supports and the government requirements demand. SDDC requires the use of an integrated call management solution, with automated call distribution, that directs customers to the appropriate CSR/queue based on customer’s responses.

In the future, the E2E SMC may be required to provide ServiceNow services and support for external applications. These external applications would be implemented on a case-by-case basis and provided the same or equivalent software support for the ServiceNow application currently available for the E2E SMC. G6 Office Information Support (OIS) currently includes providing a workflow in the ITSM software to support customer requests for support on Government Furnished Equipment (GFE) on the Army LAN.

Support shall include E2E SMC/ServiceNow reporting capabilities to include licenses count for Visio/Projects and MSDN when tickets have been generated for review and approval through ServiceNow.

Additional software, hardware and license tracking may be added as required. ITAM capabilities for centralized asset tracking shall be implemented and maintained.

Support shall also include E2E SMC call center operational support for GATES Water Port.

Unless otherwise specified in this PWS, all days are designated as calendar days. The PWS includes the following task areas:

Task Area 1: Contract Management Task Area 2: Sustainment and Maintenance – Service Now and Telephone Support Task Area 3: E2E SMC Tier I Operations Task Area 4: Tier II Support

1.3 SPECIFIC TASKS

1.3.1 Task Area 1 – Contract Management

This task consists of the functional activities relating to the administration and management of this effort. The contractor shall provide management of contractor personnel performing tasks in this task order. The contractor shall, at the request of the COR, participate in, present to, and report on meetings, conferences, and symposia. The Government estimates an average of two ad hoc reports/briefs/meeting minutes each month.

The contractor shall provide the reports in electronic format within two business days of the report request or as specified by the Government.

The contractor shall notify the COR of special instances such as system down time, high priority Incidents or Problems that involve high visibility individuals), issues with new application functionality, or contact by other Government agencies. The contractor shall notify the COR when issues arise which would hinder the call center operations (such as staffing shortages, facility issues).

The contractor shall provide the following:

• Monthly Status Report (MSR) monitoring the quality assurance and management controls supported during the month. The contractor shall include in the MSR call volume statistics (volume and frequency of phone calls; average time in queue; average length of phone calls; abandonment rate), and CSR occupancy rate. The MSR is due no later than the 5th business day of each month.

• The contractor shall conduct a Program Management Review (PMR) every month delivered no later than the 5th business day of that month. The PMR presentation meeting will be conducted on the 2nd

Wednesday of the month with a frequency of monthly to quarterly as specified by the government. Within five business days of the PMR, the contractor shall deliver minutes and a copy of the presentation slides to the COR.

• The contractor shall provide an employee status report containing names, citizenship, and duty location of personnel supporting the E2E SMC contract. Changes to this report shall be consolidated on a weekly basis and provided to the COR no later than 4:00 PM central time of the first business day of each week.

• The contractor shall update the E2E SMC’s Standard Operating Procedures (SOP) with their unique technical approach within 30 calendar days from the contract start date and update as needed. The SOP shall describe how services will be processed at the E2E SMC in accordance with the contractor proposed approach. The SOP is written instructions intended to document how to perform routine activities.

• The contractor shall create and maintain an emergency plan in the case of a catastrophic event impacting the operational capability of the contractor’s facility and shall provide it to the COR NLT 30 business days after contract performance start. The plan shall be realistically executable in the case of an event (local, regional, national) that significantly increases call volume. The plan shall include instructions on how to access knowledge database and customer relationship management information in a cloud environment. The mission essentials tasks areas for this report are task areas 3 and 4.

• Update Interactive Voice Response (IVR) to provide emergency messages to the customers.

1.3.1.1 Subtask 1 – Contract Manpower Report (CMR)

The contractor shall report in the System for Award Management (SAM): 1) the total dollar amount invoiced for services performed during the previous Government fiscal year under the contract; 2) the prime contractor direct labor hours expended on the services performed during the previous Government fiscal year; and 3) if applicable Tier I subcontract number, including DUNS number/Unique Entity Identifier (UEI) and name, and the number of subcontractor direct labor hours expended under the contract. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30.

1.3.2 Task Area 2 – Sustainment and Maintenance – Service Now and Telephone Support

The contractor shall maintain and sustain the Government-provided ticketing tools, both operational and functional, in support of the E2E SMC. As needed, the Contractor shall update the Service Now User Guide.

The Government does not expect this guide to be updated more often than 6-12 times per year.

The contractor shall ensure ServiceNow tools and applications support their associated functional requirements, to include workflow development, maintenance, ticket creation, tracking, escalation, de-escalation, closing tickets, and reports.

The contractor shall ensure information system security engineering is employed during any/all changes to the system architecture. Please see paragraph 5.12 for security regulations guidance. The contractor’s Help Desk Manager shall be Help Desk Institute Support Center Manager (HDI0SCM) or Help Desk Manager (HDI- HDM) certified.

The contractor shall adhere to and implement necessary steps in accordance with government directives and mandates to include migration to specified infrastructure, potential alignment, and consolidation of service desks to include Army Enterprise Service Desk (AESD) and OIS. Coordination with any applicable agencies to obtain and follow new and existing guidance may be required based on government-imposed directives.

1.3.2.1 Subtask 1 – ServiceNow Support

The contractor shall update or enhance ServiceNow tools and applications, as needed, to support changes to transportation applications, G6 Office Information Support (OIS), and related business rules. The contractor will provide support for ServiceNow pod/network segment migrations as required to adhere to security posture requirements. The contractor shall meet with the COR monthly to discuss current capabilities and prioritize any proposed updates or changes to existing ServiceNow priorities. A list of updates and changes shall be included in the MSR. The contractor shall maintain and enhance the email response capabilities for the E2E SMC ServiceNow application as needed. ServiceNow is licensed to SDDC, and all account additions or deletions are approved by SDDC.

The contractor shall provide the following support services to ServiceNow:

• Systems Admin Support

• Setup and maintain documentation and standards

• Plan growth and changes (capacity planning)

• Provide on-call support when required

• Perform general technical troubleshooting

• Migrations support

ServiceNow System Administrator Certification is required for the ServiceNow Administrator. This certificate certifies a candidate has the skills and essential knowledge necessary to manage the configuration, implementation, and maintenance of the ServiceNow system. Additional training may be required as necessary for ServiceNow enhancements.

1.3.2.2 Subtask 2 – ServiceNow Enhancements and Workflow Administration The contractor shall present, brief, or demonstrate ServiceNow changes, enhancements, and recommendations to the E2E SMC PMO. The contractor shall review requests for enhancements and changes to ServiceNow which have been submitted, approved, and prioritized by the Government. The contractor will coordinate with Serena Business Management (SBM) POCs to gather requirements for workflows to be transferred to ServiceNow. ServiceNow workflows will be created and tested in line with requirements provided. A System Change Request (SCR) workflow will be established and documented as a process to utilize the call center and ServiceNow as the ingest point for application issues which will end with a system improvement release.

ServiceNow will be utilized for SDDC business systems scheduled and unscheduled outage reporting and tracking, software release tracking and coordination and business systems helpdesk ticket handling (account creation, firewall requests, system enhancements and change management). The Government estimates no more than five changes/enhancements to ServiceNow on average per quarter. The contractor shall provide a project schedule or rough order of magnitude for completing changes to ServiceNow and identify impacts on any tasks. If any conflicts occur between tasks, actions, or initiatives, the Government will determine the priority of the actions or initiatives that will be completed by the contractor and the required delivery date(s).

The contractor shall develop and implement required ServiceNow changes in accordance with priorities set by the Government functional and technical E2E SMC point of contacts.

Required features include:

• Calendars to track the upcoming software release and outages.

• Reports, various. (i.e., System outages by program over varied timelines, etc.)

• Email notifications on tickets (Example: Outage approved for Program A, Send a notification to all users)

• Approvals on tickets (i.e.: Firewall requests, scheduled outages, software changes, etc.)

• Kanban board

• End to end ticketing and system issue resolution. CCB workflow management.

• Hardware/Software asset management

• Real time health monitoring/logs. FW tracking. TLS Certificate management.

• Project management; assignment and routing.

The ServiceNow DevOps Change Velocity integrations option to incorporate DevOps add-ons may be utilized in support of evolving cloud native efforts for integration with DevOps capabilities (i.e., Gitlab, JFROG and SonarQube, Argo CD).

1.3.2.3 Subtask 3 – ServiceNow Training

The contractor shall provide virtual MS TEAMS training for Government-designated personnel related to the SDDC E2E SMC Customer Self-Service website and ServiceNow workflows. Training shall be provided no more than twice a month. The contractor shall develop training material adequate to reach the target audience, conduct the training and maintain training materials. Training for ServiceNow shall consist of a one-hour class virtually for the functional users (Tier II and III users).

1.3.2.4 Subtask 4 – ServiceNow Support (G6 OIS)

Currently, the E2E SMC provides ServiceNow to the G6 Operating Information System (OIS). G6 OIS is provided the same or equivalent software support for the ServiceNow application described in all paragraphs related to ServiceNow and is currently available for the E2E SMC. The contractor shall provide a single point of entry for the G6 OIS internal network response center. The contractor shall report licenses count and track tickets for Visio/Project, MSDN and additional software and hardware as required and provide monthly reports to the command software manager.

Deliverable: Monthly Report identifying total licenses assigned, issued, issued to and available for issuance.

Delivered no later than the 5th business day of each month.

1.3.2.5 Subtask 5 – SDDC E2E SMC Customer Self-Service Website The contractor shall provide Tier 0 support within the ServiceNow environment and Self-Service web site.

The contractor shall review, update, and maintain the SDDC E2E SMC Customer Self-Service web site in accordance with the security guidelines put forth by DoD and the Army restricting information on a need-to-know basis for the information requiring a user ID and password. The internet address for the web site is: https://src.servicenowservices.com/src. A URL domain fee shall be the responsibility of the contractor and ownership will be transferred from the incumbent to the new contract. The contractor shall review the web site monthly to ensure that information is current, accurate, and user friendly. The contractor shall publish solutions and changes to the web site after coordination and approval by the Government Application Program Manager or designated representative. Review status of the web site shall be included in the MSR.

Future changes and additions will be posted to the website within three business days of receipt of approval from the Government.

The Government will provide the contractor with a list of Tier II and Tier III staff requiring access to the website within five business days of contract award.

On the first business day of each month, the contractor shall provide a list of all ServiceNow account holders.

This list shall include name, organization, application, and date last accessed.

The E2E SMC web site will be developed, documented, and maintained in compliance with DoD regulations and security protocols (Appendix C). The contractor shall obtain and analyze user feedback and review documentation for enterprise architecture compliance. The contractor shall provide recommendations to the COR regarding the use of new technologies that might improve the operational efficiencies and long-term stability of the E2E SMC web site.

https://src.servicenowservices.com/src

1.3.2.6 Subtask 6 – Call Management

This task only supports modules within the E2E SMC.

The contractor shall provide an Integrated Call Management System (ICMS) implementing rules and parameters governing the routing of inbound telephone calls. The rules shall specify how calls are distributed, usually according to the application the caller requires support of. The following is an example of features included in ICMS.

• Hunt Group: A directory containing destination numbers which, on receiving an incoming call, can be chosen by the caller.

• Call Queue: A directory similar to a Hunt Group that keeps the caller on hold until one of the destination numbers becomes available.

• Call Whisper: A message played to the caller providing information about the E2E SMC.

• Call Detail Records: Records of 100% of the received calls, usually including time, date, duration, calling number, and called number.

• Call Recording: The ability to record and store 100% of calls for future reference. The recordings are considered the property of the government and will be made available for access and review for a period not to exceed 7 years. Deliverable: Government access to seven years of 100% recordings.

The contractor shall provide call statistics that are delineated by demographic data such as caller identification, call time, call date, purpose, resolution, application, escalation status. This information shall be provided in the MSR. The contractor shall provide ad-hoc reports on this data approximately 2-3 times monthly.

The Government will provide a switch POC to the contractor in case of telephone issues or outages that may arise that are not on the contractor telephone end.

The contractor shall ensure telephone configuration back-up capability prevents users from encountering a busy signal, and rather than busy signal they should either immediately connect, enter a hold queue, or be routed to voicemail. In the event a new system is implemented and or a new contractor is awarded the contract, the current contractor shall import and retain 7 years of historical recordings into the new system to maintain historical integrity. The current contractor will work with the previous (incumbent) contractor to coordinate and export/import of the historical recordings. The contractor will cooperate with law enforcement agencies to provide requested information and data access when required.

1.3.3 Task Area 3 – E2E SMC Tier I Operations

1.3.3.1 Subtask 1

This task consists of activities required to keep the E2E SMC operational and provide helpdesk support to E2E SMC supported applications. This area provides requirement definitions for the self-service web site, matrix for priorities and problem resolution, and additional operational support.

1.3.3.2 Subtask 2 – Application Liaison

The contractor shall provide liaison support for each application.

Liaisons shall coordinate issues, problems, resolutions, and specific system support with the COR and Area Manager (AM). An AM is a government application manager who works in conjunction with that application’s Program Manager. A list of AMs will be provided by the Government at contract award. Liaisons shall review and analyze process rules based on information gathered and analyzed from SOP; ServiceNow, ICMS statistics; and common customer problems. The Liaison shall provide ongoing support to include:

• Generate reports to include routine system reports

• Notify the AM to monitor high priority Incidents

• Update the AM on status of high priority Incidents received by the E2E SMC

• Ensure Incidents are kept updated when providing information on high priority services requests

• Review, research and ensure complex customer Incidents that require escalation meet the stated criteria

• Provide system(s) checks on an approved schedule

• Identify and correct specific problems with individual CSRs that could impact customer service

• Develop scripts when required

• Ensure all CSRs have the appropriate training to provide a professional, quality, and knowledgeable response to the customer

• Review E2E SMC public information and CSR/customer discussions to ensure security guidelines are followed

• Identify and document Tier 2 requirements for each application and provide a listing and summary of scope in the E2E SMC SOP.

Liaisons shall work closely with the AM or other designated Government personnel to resolve application problems. Liaisons shall attend meetings, as required, with system applications. Through these meetings, the contractor shall familiarize themselves with current problems, upcoming changes, recurring problems, future plans, and scheduled outages. The contractor shall use this information to provide customers with the most accurate information. The contractor shall be kept abreast of changes made to existing and new applications and request training from the PMO, as required. Upon request for training, the Government and contractor shall work together to coordinate the training. The contractor shall keep the COR informed of any issues that arise as a result of any meetings with the PMOs or if notified by the PMO of any problems.

Liaisons shall monitor the service provided by the CSRs. Examples include reviewing phone calls, reviewing survey responses, comparing the information entered by the CSR with the request submitted by the customer, comparing the solution provided in the Incident entered by the CSR and the solution provided in the Knowledge Database, providing training to the CSR to focus on particular problem areas, working directly with the customer if a CSR has not provided the appropriate level of service as described in the E2E SMC SOP, specific Program Escalation SOP or in this document and identifying any serious problems with customer service to the Government.

1.3.3.3 Subtask 3 – E2E SMC Tier I Knowledge Database Cleanup This task does not support modules who do not require Tier I support.

Within ServiceNow, there is a database of solutions referred to as the Knowledge Database.

The contractor shall maintain these solutions in the Knowledge Database ensuring step-by-step instructions are provided that a customer can easily follow and receive through email, over the phone, or through the E2E SMC self-service website. The contractor shall ensure these solutions are provided to the customer and shall make necessary changes to ensure solutions remain accurate and attached to the correct incident prior to closing ticket 100% of the time. The contractor shall assist the PMOs in the development of standard problem resolutions for user problems. The contractor shall review the information to ensure redundancy is kept to a minimum. The contractor shall present solutions to be reviewed and identified by the PMO for public release.

The contractor shall ensure solutions marked for public release are accessible by customers within the self-help website.

The contractor shall ensure the Knowledge Database is technically accurate, complete, and does not contain errors such as spelling, grammar, and redundancy. Solutions shall be reviewed on a quarterly basis to ensure the database is current. A comprehensive annual review is performed in January and February, with quarterly reviews scheduled thereafter. A final report shall be delivered in March of each year. The contractor shall update solutions requiring changes within two weeks of the change submission.

New solutions added to the Knowledge Database by the contractor shall be reviewed and coordinated by Tier II and Tier III support to ensure accuracy and functionality.

1.3.3.4 Subtask 4 – Customer Service

The contractor shall provide 24 hours a day/7 day a week/365 days a year (24/7/365) customer service support to E2E SMC customers world-wide. Appendix D provides a breakout of historical data, including tickets received per month for one year by application, ticket support time, and escalation data.

Customer Service Representatives (CSR’s) shall provide the following support:

• Provide technical and functional assistance to applications supported at the E2E SMC.

• Respond to queries, isolate problems, and determine/implement solutions.

• Answer, evaluate, and prioritize customer SRs submitted via telephone, voicemail, e-mail, self-service web site, and/or fax.

• Interview customers to collect information about problems to determine source of error/issue.

• Research, troubleshoot, and investigate issues when a solution cannot be found in the Knowledge

Database.

• Resolve issue or escalate to Tier II when required. If a solution cannot be found, follow the documented escalation procedures.

• Log and track call information by fully documenting into ServiceNow each customer’s issue ensuring all applicable information is entered into the appropriate fields, to include:

(a) customer contact information

(b) issue identified

(c) activities associated with issue

(d) issue resolution

• Follow standard operating procedures.

• Input new solutions into Knowledge Database

• Follow-up on customer inquiries

The contractor shall use the following standards to measure the level of customer service. See Appendix D for priority breakout.

Customer Service Standards

85% Resolved on first day 72%

Resolved within two hours

61% Telephone calls/emails/fax (Response) Return or Voicemail/email/Fax Replied to within 30 minutes

0% Busy signal Should either immediately connect, enter a hold queue, or be routed to voicemail

NTE 2% Forwarded to Voicemail NTE 2% Monthly Abandonment Rate

95% TEAMS Account Approval/Disapproval/Unlock within 4 Government Business Days (GBD), decision back to customer withing 11 GBDs

E2E SMC/TEAMS

95% NTE 15 min (98% NTE > 30 min) Hold time NTE 15 min (98% > 30 min) Monthly Average Group Speed to Answer NTE 15 min

1.3.3.5 Subtask 5 – Application Monitoring

The contractor shall monitor/system check all applications being supported by the E2E SMC or who reside within the TEAMS ICAM service, reporting problems to the Government within thirty (30) minutes. A system check will be completed three times daily and outcomes shall be reported to the Government. If a system has an unscheduled outage outside of normal business hours, the contractor shall use the SDDC G6 Escalation List provided by the Government to alert the program of the issue. The program will inform the E2E SMC when the outage is resolved. The contractor shall work with the Government to ensure the escalation list is kept current.

All changes shall be incorporated by the contractor and returned to the Government on the last business day of each month. The Government will release on the first business day of the month.

After a planned Application Service Interruption (ASI), the contractor shall perform a system check on all effected applications and report the status to the SDDC maintained AWS Gov-Cloud point of contact.

This task shall be supported on a standalone commercial network. Applications requiring access via a (dot) mil network, will be accessed using Government Furnished Equipment (GFE).

(OPTIONAL) Hazcon actions may be required for some applications. Alerts (Nagios) will be sent via email to the E2E SMC reporting a system hazcon state. E2E SMC will report problems to the Government within thirty

(30) minutes. If a system is reported in a hazcon state, the contractor shall use the SDDC G6 Escalation List provided by the Government to alert the program of the issue.

1.3.3.6 Subtask 6 – TEAMS User Account Administration

The contractor shall review, modify, implement, and document user administration procedures for each application/function enabled within the TEAMS ICAM solution. The contractor shall approve, disapprove, lock, and unlock TEAMS users based on the administration procedures established for each application/function contained within TEAMS. The contractor shall assist account holders with all issues dealing with security. The contractor shall provide a response and complete required action (e.g., approve, disapprove, unlock) to prospective users within four business days of the request. The scope of contractor administration will vary based on application and will be documented in the E2E SMC SOP and supporting documents. Approximately 3,000 accounts will be processed monthly.

1.3.3.7 Subtask 7 – GFM Coordinator List

Coordinator Letters are received by the E2E SMC from the GFM carriers giving Coordinator authority to specific contacts within the company. The electronic version of the GFM Coordinator List is located within the TEAMS Administration module. The contractor shall maintain and update the existing GFM login coordinator list no later than two business days after receiving letters. The government doesn’t anticipate more than two updates per month (total of 24 per year).

1.3.3.8 Subtask 8 – USTRANSCOM GATES Water Port

The contractor shall provide GATES call center operational support and will require Tier1 level access. The contractor shall respond to the customer within ONE HOUR of receipt of the trouble ticket. The contractor shall perform these key activities:

Identification, Logging, Categorization, and Prioritization: The contractor will provide supplemental information concerning the problem to include screen captures, if provided by the user, and to complete the description of the issue being reported, they will add this information into the Helpdesk Database and escalate to SDDC G3.

Investigation and Diagnosis: The contractor shall gather pertinent information to assist in the diagnosis and enter full details for any actions taken into the trouble ticket record. In the event the TT or service request is determined to be out of the scope of the help desk, an Incident will be opened with the appropriate help desk.

The contractor shall keep the customer informed about the status of the investigation and the progress to a resolution.

Resolution and Recovery: The contractor shall provide the potential resolution/outcome to the user with any necessary instructions and verify with the customer that the resolution is to their satisfaction and resolves the ticket/issue. If the resolution does not meet the customer’s satisfaction or resolve the issue, the contractor will escalate the ticket to Tier II USTRANSCOM GATES G3 immediately.

1.3.4 Task Area 4 – Tier II Support

Tier II is a more in-depth technical and/or functional support level than Tier I, therefore support staff are more experienced and knowledgeable on a particular application. The Tier II level is responsible for investigating elevated issues by confirming the validity of the problem and performing troubleshooting processes as required.

The application liaison shall coordinate with the Area Manager and Program Manger to identify applications which require Tier II support services and document specific application requirements and Tier II support procedures. The application liaison shall request applicable Tier II support training from the Program Manager and ensure it is received and conducted for the Tier II technician’s preparedness. A comprehensive review of Knowledge Base Articles (KBAs) is performed by the Tier 2/3 personnel assigned by the AM and PM of each program. One quarter of the total KBAs will be provided to the assigned personnel for review on a quarterly basis. Review, edits, need for new KBAs, and retiring of old KBAs are done in real time in ServiceNow by the assigned personnel. All changes and additions are communicated to the E2E SMC Team Leads for final review. Edits that are made to existing KBAs take effect immediately. New KBAs and retiring of KBAs must be reviewed and agreed to by E2E SMC, withing two weeks of change submission, before changes go into effect. The application liaison shall coordinate with the Area Manager and Program Manager for each program in-scope quarterly to re-evaluate if additional applications require Tier II support services to be added or descoped and document specific application requirements and Tier II support procedures.

Current Applications requiring Tier II level support:

• TBD

1.4 DELIVERABLES

All deliverables shall meet professional standards and the requirements set forth in this PWS. The contractor shall provide all deliverables via electronic upload onto the SDDC SharePoint portal using Microsoft Office (i.e., Word, Excel, PowerPoint, Project, etc.), unless otherwise stated in the delivery table. Deliverables will be identified by contract number, PWS task/subtask, deliverable title and date delivered.

Unlimited rights apply to any prior and current requirement and are described in Technical Data Rights/Frequency column related to this development effort. The contractor shall deliver data and software (with applicable data rights) as set forth in the below tables. IAW Defense Federal Acquisition Regulation

Supplement (DFARS) 252.227-7013 and DFARS 252.227-7014, the Government obtains under this contract “unlimited rights” to all non-commercial computer software, software source code, computer software documentation, enhancements, technical data, and similar non-commercial data developed exclusively at Government expense and delivered to the Government under this contract. “Unlimited rights” means rights to use, modify, reproduce, release, perform, display or disclose in whole or in part, in any manner and for any purpose whatsoever, and to have the ability to authorize others to do so. The contractor agrees that regardless of how contractor provided data/software is developed or modified during contract performance, the contractor shall deliver data/software marked IAW requirements in DFARS 252.227-7013, 252.227-7014, or other applicable references.

For all other non-commercial data delivered under this contract, the Government has the right to use, modify, reproduce, release, display or disclose, in whole or in part, in any manner and for any purpose whatsoever, and to have or authorize others to do so.

Unless otherwise noted, the Government anticipates providing the Government’s acceptance or comments 10 business days after receipt of each deliverable.

Table 1: Deliverables for Task Area 1 – Contract Management

PWS Para. Deliverable Title

Format Schedule Technical Data Rights

1.3.1 Monthly Status Report Microsoft Office

Products

No later than the 5th business day of each month

Unlimited Rights

1.3.1 PMR Minutes and

Presentation

Microsoft Office Within five days of the

PMR

Unlimited Rights

1.3.1 Employment Staffing

Report

Microsoft Office NLT 4:00 PM central time on the first business day of the week

Unlimited Rights

1.3.1 SOP Microsoft Office

Products

NLT five business days from date of change

Unlimited Rights

1.3.1 Emergency Support

Plan(s)

Microsoft Office Products

NLT 30 business days of contract start date

Unlimited Rights

1.3.1.1 CMR Ending on 30 Sep

each FY

As determined by the CMR website

NLT 31 October each Government FY

Unlimited Rights

Table 2: Deliverables for Task Area 2 – Sustainment and Maintenance

PWS Para. Deliverable Title Format Schedule Technical Data Rights

1.3.2 Software Change Microsoft Office

Products

Monthly (Include in

MSR)

1.3.2 E2E SMC Customer

Self- Service Website

Microsoft Office Products

Fifth Business Day of the Month

Unlimited Rights

1.3.2.3 Training Material Microsoft Office

Products

As required Unlimited Rights

1.3.2.4 License Report Microsoft Office

Products

Monthly NLT 5 business day of month

Unlimited Rights

1.3.2.6 Ad-Hoc

Reports/Briefs/Meeting Minutes

Microsoft Office Products

Two business days after meeting, or as specified by the Government

Unlimited Rights

1.3.2.6 ServiceNow Account

List

Microsoft Office Products

First Business Day of the Month

1.3.2.6 Call Recording Audio file or

transcript

NLT 2 business days from time of the request

Table 3: Deliverables for Task Area 3 E2E SMC Tier I Operations

Rights

1.3.3.3 Knowledge Database

Cleanup Report

Microsoft Office Products

Quarterly Unlimited Rights

1.3.3.5 Application Availability

Status Report

Microsoft Office Products (email)

Three times Daily Unlimited Rights

1.3.3.5 Escalation List Microsoft Office

Products

Immediately upon identification of required changes

Table 4: Deliverables for Task Area 4 Tier II Support

Rights

1.3.4 Standard Operating

Procedures (SOP)

Microsoft Office Products

NLT five business days from date of change

Unlimited Rights

1.3.4 Tier 2 Support List Microsoft Office

Products

Quarterly Unlimited Rights

2. SERVICE DELIVERY SUMMARY

The Services Delivery Summary (SDS) represents the most important contract objectives that, when met, will ensure contract performance is satisfactory. Although not all PWS requirements are listed in the SDS, the contractor is fully expected to comply with all requirements in the PWS. The Contractor shall allow authorized periodic Government inspections and reviews to assure compliance with DoD requirements throughout the contract performance period. The Contractor shall be responsible for implementing corrective action based upon the impact and severity of identified weaknesses.

PWS Para Performance Objective

Performance Threshold

1.3.1 Monthly Call Center Status

Metrics

92% of the time report is submitted on time; level of customer service statistics shall be 100% accurate

1.3.1 Employment Status

Matrix

95% of the time report is provided on time and is accurate

1.3.1 SOP 99% of the time report is submitted on time

1.3.1 Emergency Support

Execution Plan

98% of the time reports are timely, complete, and accurate

1.3.3.3 Solutions accurate and

attached to incident

99% of the time solutions are accurate.

100% of the time solutions are attached to the correct incident.

3. GOVERNMENT-FURNISHED AND CONTRACTOR-FURNISHED

EQUIPMENT AND INFORMATION

3.1 Government Furnished Equipment (GFE)

GFE will be maintained IAW DFARS 52.245-1, Government Property, and Army Regulation 25-2, Para 4-5.

The contractor shall notify the Government of any and all software malfunctions and shall safeguard and provide property accountability for all GFE.

The Government will provide laptops to access specific applications via Client Virtual Public Network (VPN).

A SDDC network account will be required to obtain a VPN Client account. Requirement for the SDDC network account is as follows:

• Enrollment in Army Training & Certification Tracking System (ATCTS)

• IA Awareness training (Annual)

• Portable Electronic Devices and Removable Storage Media Regulation Awareness

• Phishing Awareness

• SAFE Home Computing

• Personally Identifiable Information (PII)

Deliverable: The contractor will conduct a Quarterly Inventory of the List of GFE provided and provide it to the government. The list shall also be updated and provided to the government within 5 business days of any equipment changes such as new laptop assignments.

List of GFE and template for quarterly inventory is provided in Appendix E.

The Government will deliver equipment to the contractor on a mutually agreed upon date or as specified in paragraph 7.1.2. The Government and the contractor will jointly create a GFE maintenance schedule.

Information services available on the Government furnished computers shall be used for official business only.

Examples of information services include SDDC network, Internet, Intranet, World Wide Web and electronic mail.

Access to Government information services is granted as a privilege and use of such services constitutes consent to monitoring. Information services use will be monitored to ensure the protection of SDDC networks and information and to verify and enforce compliance with this contractual requirement.

Misuse by a contractor employee may also result in that employee losing access to Government systems and being disqualified from Government system access. The contractor shall ensure that workload performed by disqualified employees are transferred to a qualified individual within 10 working days.

Employee disqualifications for Government system access shall not relieve the contractor from meeting the performance standards and thresholds required by this PWS. The following are examples of misuse of information services:

• Illegal, fraudulent, or malicious activities.

• Partisan political activity, political or religious lobbying or advocacy, or activities on behalf of organizations having no affiliation with SDDC or DoD.

• Activities whose purposes are for personal or commercial financial gain. These activities may include chain letters, solicitation of business or services, sales of personal property.

• Unauthorized fundraising or similar activities, whether for commercial, personal, or charitable purposes.

• Accessing, storing, processing, displaying, or distributing offensive or obscene material such as pornography and hate literature.

• Annoying or harassing another person, e.g., by sending or displaying uninvited e-mail of a personal nature or by using lewd or offensive language in an e-mail message.

• Using another person’s account or identity without his or her explicit permission, e.g., by forging e-mail.

• Viewing, damaging, or deleting files or communications belonging to others without appropriate authorization or permission.

• Permitting any unauthorized person to access a SDDC or DoD owned system.

• Modifying or altering the operating systems or system configuration (including the installation of software) without obtaining written authorization from the KO.

Table 5: Government Furnished Equipment (GFE)

PWS Para. Deliverable Title Format Schedule Technical Data Rights

3.1 Quarterly

Inventory of the List of GFE

Microsoft Office Products

Quarterly and within 5 days of equipment changes.

3.2 Contractor Furnished Equipment (CFE)

The Contractor is responsible for maintaining their production and development (as applicable).

The contractor shall provide telephone lines to the Help Desk/Call Center as outlined in paragraph 4.7 of this

PWS.

The contractor shall provide an integrated call management capability, including hardware and software, to support capabilities such as Voice over Internet Protocol (VoIP), Private Branch Exchange (PBX), call distribution and routing, and Computer Techniques, Inc. (CTI).

A list of suggested, but not required, CFE to support the call center is provided in Appendix F of the PWS.

The Government will not reimburse the contractor for such equipment.

4. GENERAL INFORMATION

4.1 Place of Performance

The place of performance is at the contractor’s facility within CONUS.

4.2 Period of Performance

• Period of Performance for the Base Period (Transition) is 1 September 2024–30 September 2024.

• Period of Performance for the First Option Period is 1 October 2024 - 30 September 2025.

• Period of Performance for the Second Option Period is 1 October 2025 – 30 September 2026.

• Period of Performance for the Third Option Period is 1 October 2026 – 30 September 2027.

• Period of Performance from the Fourth Option Period is 1 October 2027–30 September 2028.

4.3 Work Hours

The contractor shall provide 24/7/365, customer support for applications using TEAMS as their ICAM solution and additional applications within the enterprise specified within this PWS. The call volume is anticipated to be higher during normal working hours (6:30 AM to 4:00 PM Central Time). Estimated 90% of the calls for all applications will be during the normal working hours.

The contractor shall make sure administrators are available during the core hours of 0700-1500 central time (CT), Monday through Friday. The contractor shall be expected to respond within four hours to any problems encountered with the ticketing system. The problem shall be fixed within the time frame specified by the Government. The Government may consider input from the contractor prior to setting the time frame for problem resolution.

4.4 Cooperation with Other Contractors and…