AHRS_Support_Services_Contract_PWS_10Mar16.doc

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ADP Software Federal contract opportunity
Solicitation number
W15QKN16R0094
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Department of the Army Materiel Command Contracting Command Picatinny Arsenal

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DRAFT Performance Work Statement (PWS) dated 10 March 2016

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PERFORMANCE WORK STATEMENT (PWS)

(DRAFT)

PROGRAM EXECUTIVE OFFICE

ENTERPRISE INFORMATION SYSTEMS (PEO EIS)

PRODUCT DIRECTOR ARMY HUMAN RESOURCE SYSTEMS (PD AHRS)

10 March 2016 I. BACKGROUND: The Product Director, Army Human Resource Systems (PD AHRS) is responsible for the program management - design, development, acquisition, testing, integrated logistic support, production, training, fielding and sustainment of the Installation Support Modules (ISM), Range Facility Management Support System (RFMSS), Deployed Theater Accountability System (DTAS), Tactical Personnel System (TPS) and Electronic Military Personnel Office (eMILPO) management information systems to include both hardware and supporting software. The office is also responsible for life cycle management of each product that PD AHRS has direct control over and ensures resources are managed within current funding levels, regulations and policies. This requirement entails the current operations, maintenance, and support of those legacy and interim systems that fulfill the personnel communities’ needs while enabling a smooth transition of eMILPO and ISM to the objective system. The Government anticipates the scope of the technical services and support to include, but not be limited to, the following: project management, system engineering and integration, security engineering and integration, information assurance vulnerability analysis and integration, architecture design, system design, application design, system development, application development, integration of Commercial Off-The-Shelf (COTS) software and hardware, testing, fielding and help desk support, change management, risk management, quality assurance, system/software enhancement/modernization analysis and implementation, capability maturity model support, documentation development, training support, hardware and software procurement, operation, maintenance, and engineering services.

The Contractor shall provide all necessary qualified personnel and non-personnel technical services to accomplish the work described within the PWS.

A. Installation Support Modules (ISM):

The Installation Support Modules (ISM) is a web based system that consists of four standard, custom-developed automation applications packaged into functional modules that integrate day-to-day Army Installation business practices and processes. Three of the ISM modules support human resources business functions (In/Out Processing, Transition Processing and Personnel Locator); while the fourth module (Central Issue Facility) supports logistical business functions associated with management and accountability of Organizational Clothing and Individual Equipment. The ISM system is currently operational at Army installations throughout CONUS and OCONUS to enhance installation management by automating installation support functions. The ISM system is web-based and the software operates over a TCP/IP network using the World Wide Web (WWW) family of protocols, including Hypertext Transfer Protocol (HTTP). The Web/Application servers receive user requests from the browsers, have the requests processed by the database server, and then send the request results back to the users. Oracle Application Server 10g (9.0.4.3) is used to provide HTTP connections and Oracle Container for Java 2 Enterprise Edition (J2EE) (OC4J) service. Data exchanges between the browsers and the Web/Application servers are handled via SSL. The database and Web/Application servers are currently located at Fort Belvoir, VA and Fort Huachuca, AZ and provide a Multi-mastered database environment that allows for an enterprise view of data worldwide. Currently, there is a migration effort ongoing to relocate and configure the database and Web/Application servers into a virtualized environment. Network and Systems Management (NSM) for the ISM system is currently provided by the CONUS Theater Network and Security Operations Center (C-TNOSC ), to include a 24/7 Help Desk. Upon the completion of the migration effort (FY14), ALTESS will provide Network and OS Management of the ISM system.

B. Range Facility Management Support System (RFMSS): The RFMSS system is a client/server configuration with a single application/database server located at the installation level. The RFMSS application provides a standard, integrated system to efficiently assist installation commanders in providing training support for units and schools to manage valuable training lands and ranges at CONUS and OCONUS United States Army and United States Marine Corps (USMC) installations. The RFMSS system provides an automated means for units to schedule training areas and firing ranges; allows range control personnel to schedule airspace; and also provides automation to fire desk operations. RFMSS supports all major range management processes: including range and training area scheduling; unit and range control approval process; automation of range firing desk operations; airspace scheduling; automated warning of safety, scheduling and/or environmental conflicts; graphic and textual display of current range status; and production of range, training area and airspace utilization reports. The client/server RFMSS application was written using Power Builder 9. The RFMSS system also has a web enabled scheduling capability that is written in Active Server Pages (ASP), JavaScript, Visual Basic Script C++, and C#. The RFMSS web server is located at the Fort Belvoir DOIM computer facility. RFMSS allows units and schools to reserve range and training area assets including air space as much as two years in advance. The RFMSS system is currently deployed to 88 Army installations and 12 United States Marine Corps bases. Network and Systems Management (NSM) for the RFMSS system is provided by the C-TNOSC at Fort Huachuca, AZ, to include a 24/7 Help Desk. Currently, there is a migration effort ongoing to relocate and configure the five RFMSS installation servers into a virtualized environment. Upon successful completion of the pilot test a decision will be made by the Functional Proponent on migrating additional production sites to a virtualized environment.

C. Deployed Theater Accountability System (DTAS): DTAS is the Army’s first SIPRNet based personnel system, with the mission of tracking deployed servicemen and their units, civilians, and contractors. DTAS provides unit strength and personnel availability information, keeping a complete history of each Soldier’s movements in theater for analysis and historical record. The system can work in both network connected and disconnected modes. DTAS is already deployed for the Army, Marines, and Navy and support personnel in Major Commands throughout the world. NIPRNet and Training versions of DTAS are also deployed.

D. Tactical Personnel System (TPS): TPS is a stand-alone portable scanning system creating manifests, personnel task forcing, crew status, and unit personnel reports.

E. Electronic Military Personnel Office (eMILPO): Web-enabled system for managing, servicing, and accounting for activity duty Soldiers. eMILPO is a web-based, single database with real-time update capability, used by the entire Active Army personnel community to manage all active enlisted soldier to view his or her record online from anywhere in the world. eMILPO provides information used by over 40 other Army and DoD systems including DTAS, DEERS, ITAPDB, TOPMIS, EDAS and ISM. eMILPO’s reporting and analysis tools allow commanders and staff at all levels to determine unit personnel readiness, OPTEMPO, and current unit status.

II. SCOPE AND TYPE OF CONTRACT: This PWS defines the technical and support requirements identified by the Government that must be accomplished by contractor personnel to provide technical and programmatic support to the Program Executive Office - Enterprise Information Systems, Product Director Army Human Resource Systems (PD AHRS). This is a Firm Fixed Price acquisition.

III: APPLICABLE DOCUMENTS:

The Contractor shall perform all of its delivery responsibilities in compliance with all DoD and U.S. Army IT standards, direction, and guidance, as well as other applicable delivery documents. The Contractor shall develop and implement processes that it shall use to perform compliance monitoring and periodic assessments of work under the Contractor’s delivery approach to validate that their respective solutions are both conforming and compliant with all applicable DoD and U.S. Army direction and guidance, as well as all other applicable documents.

The following regulations, directives, guidance and documents are applicable to the tasks identified within this PWS. The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures. Where a policy is revised or updated, the most current version of the policy, director or document will apply.

· ASA(ALT) Common Operating Environment Data Center / Cloud Computing Environment Architecture Addendum v2.0, 7 June 2013

· DoD Directive 5000.1, Defense Acquisition System, 20 November 2007

· Interim DoD Instruction 5000.2, Operation of the Defense Acquisition System, 25 November 2013

· DoD Directive 5205.2, DoD Operations Security (OPSEC) Program, 20 June 2012

· DoD Instruction 5220.00 (National Industrial Security Program (NISP))

· DoD Directive 8000.01 (Management of the DoD Information Enterprise)

· DoD Instruction 8320.02 (Sharing Data, Information, and Information Technology (IT) Services in the Department of Defense)

· DoD Instruction 8330.01 (Interoperability of Information Technology (IT), Including National Security Systems (NSS))

· DoDI 8510.01, Risk Management Framework (RMF) for DoD Information Technology (IT), 12 March 2014

· CJCSI 6212.01C (Interoperability and Supportability of Information Technology and National Security Systems)

· CJCSI 3170.01D (Joint Capabilities Integration and Development System (JCIDS))

· Title III, E-Government Act of 2002, Federal Information Security Management Act (FISMA)

· DoD Directive 8500.1E, Information Assurance, 24 Oct 2002

· DoD Instruction 8500.1, Cybersecurity, 14 Mar 2014

· DoD Direction O-8530.1, Computer Network Defense, 8 Jan 2001

· DoD Instruction O-8530-2, Support to Computer Network Defense, March 9, 2001

· DoD Directive 8570.01, DoD Information Assurance Training, Certification and Workforce Management,15 Aug 2004 (supplemented by DoD 8570.01-M, Applications Manual, Jan 2006)

· CJCSI 6211.02B, Defense Information System Network (DISN): Policy, Responsibilities and Processes, 31 July 2003

· CJCSI 6212.01C, Interoperability and Supportability of Information Technology and National Security Systems, 20 November 2003

· CJCSI 6510.01D, Information Assurance and Computer Network Defense, 15 June 2004

· DA Circular 25-06-1 Digital Signature

· 365 CFR 1194 (Implements Section 508 of the Rehabilitation Act of 1973, as amended. This standard is viewable at http://www.section508.gov.)

· 365 CFR 1194 (Implements Section 508 of the Rehabilitation Act of 1973, as amended. This standard is viewable at http://www.section508.gov.)

· ANSI-748 (Earned Value Management) & DOD 5000.2-R

· DoDD 8570.1 and DoD 8570.1-M (Information Assurance)

· Institute of Electrical and Electronics Engineers (IEEE Standard 1219-1998)

· Army Regulation 25-1 – Army Knowledge Management and Information Technology

· Army Regulation 25-2 – Information Assurance

· Army Regulation 25-55 – The Department of the Army Freedom of Information Act Program.

· AR 25-30, The Army Publishing Program, 27 March 2006

· AR 25-55, The Department of the Army Freedom of Information Act Program, 1 November 1997

· AR 25-400-2, The Army Records Information Management System (ARIMS), 2 October 2007

· AR 36-2, Audit Services in the Department of the Army, 19 September 2007

· Army Regulation 70-1 - Army Acquisition Policy

· AR 70-1, Army Acquisition Policy, 25 July 2011

· AR 73-1, Test and Evaluation Policy, 1 August 2006

· AR 190-13, The Army Physical Security Program, 25 February 2011

· AR 190-51, Security of Unclassified Army Property (Sensitive and Non-sensitive), 30 September 1993

· AR 340-21, The Army Privacy Program, 5 July 1985

· AR 380-5, Department of the Army Information Security Program, 29 September 2000

· Army Regulation 380-49 – The Army Industrial Security Program

· Army Regulation 380-67 – Personnel Security Program, 24 January 2014

· DA PAM 25-1-1, Army Information Technology Implementation Instructions, 26September 2014

· Integrated Total Army Personnel Database (ITAPDB) Data Element Standard Version 1.0 dated 27 April 01.

· AHRS Interface Control documents (DRAFT)

· AHRS Interface Agreements (DRAFT)

· ECP-S Detailed Impact Analysis, Annex 2, August 1994

· Software Engineering Institute (SEI) Capability Maturity Model (CMM) for Software, February 1993

· Section 586, National Defense Authorization Act 2001 (PERSTEMPO)

· Section 586, National Defense Authorization Act 2000 (PERSTEMPO)

IV. PERFORMANCE REQUIREMENTS:

The level of effort is performance oriented. Additionally, risk mitigation concepts and controls normally applied to material solutions (for example, Cost as an Independent Variable-CAIV practices and Earned Value Management Techniques) will be employed. As such, the Contractor’s efforts under this PWS may be tempered by the Government’s risk assessment and parameters external to the Contractor’s expertise and experience. Program risk management will continue throughout the migration and will be accomplished by the Product Director (PD) AHRS in coordination with the AHRS functional proponent and Contractor. The Government must ensure that AHRS development is interoperable with other DoD systems both present and planned. The Contractor shall perform the following tasks. These tasks are referred to as “task areas” in other parts of this solicitation.

Overall Task Requirements:

1. The Contractor must deliver a proposed PWS that is thorough and provides complete details of all resources, processes, tools, and plans to be implemented in accomplishing the tasks below. It is incumbent on the Contractor to research and review all documentation to attain sufficient understanding of the existing PD AHRS systems to completely satisfy all objectives. The Contractor proposal must be sufficiently detailed for the Government to assess the technical merit.

2. Personnel: The Contractor must provide a proper skill mix, experience and required number of qualified personnel to accomplish the scope and mission of the project as defined in this Statement of Objectives.

3. Organizational Process: The Contractor must provide sufficient internal controls, management oversight and technical skills to accomplish the work in the most efficient and cost effective way. The Contractor shall be familiar with the U.S. Army and DOD organizations and regulations, as well as have a keen understanding of current and future Army and DoD IT Architecture and Infrastructure initiatives. The Contractor shall be familiar with the DOD and Army acquisition management processes. The Contractor shall be capable of rapidly responding to changes associated with the emerging and dynamic DOD and Army IT environments.

4. Information Assurance: All Contractor personnel are required to have a SECRET Clearance. The Contractor must ensure and certify that all personnel supporting the efforts of this PWS meet the security designation requirements of IT and IT-related positions as outlined in Army Regulation 25-2:

· IT Level III for those with non-privileged access, or limited privileged access, without system administration functions,

· IT Level II for personnel with limited privileged access plus limited system administration functions,

· IT Level I for personnel with full privileged system administration access.

All contractor personnel working on this contract must meet the minimum security designation requirement of Level III (as defined in AR 25-2) and shall have a minimum of a favorable National Agency Check and favorable review of Standard Form 85P and Supplemental Questionnaire. For IT Level II, contractor personnel must have a National Agency Check with Local Agency and Credit Checks (NACLC). For IT Level I, contractor personnel must have a favorable completion of a National Agency Check (NAC) (current within 180 days) and initiation of a Single Scope Background Investigation (SSBI) and favorable review of SF 85P (Questionnaire For Public Trust Positions), SF 86 (Questionnaire For National Security Positions. Assignment of personnel to the project prior to completion of an investigation is prohibited unless approved in advance by the PEO EIS PD AHRS Security Manager. An unfavorable investigation or failure to obtain a security clearance may be grounds for not assigning a contractor employee to this contract or may be grounds for removal of an employee from the contract. Work on this project may require that contractor personnel have access to Privacy and other sensitive information. Contractor personnel shall adhere to the Privacy Act, Title 5 of the United States Code, section 552a and applicable DOD and US Army rules and regulations.

All contractor personnel must create an Army Training & Certification Tracking System (ATCTS) account. For those that fall within IT Level I-III, they must meet in the minimum IT required training, baseline certification, and computing environment certification in order to be granted access to the system(s). For those that fall within the Information Assurance Manager (IAM) I-III, they must meet the minimum IAM required training and baseline certification. All personnel within the IT or IAM level must meet these qualifications upon award of the contract. PD AHRS does not give an extension beyond that for the training to be met. This also applies to all new personnel that may be hired after the contract has been awarded.

All contractor personnel must have and use a .mil email account for official email. They will either have an Enterprise account ( @mail.mil) or and AKO account ( @us.army.mil). The Enterprise email accounts will be worked thru the PD AHRS office. The AKO accounts will be sponsored by the PD AHRS Information Assurance Manager (government).

5. Identification and handling of Personally Identifiable Information (PII): Contractor must ensure that no PII is stored on contractor equipment, nor at contractor facilities. Contractor must ensure that all personnel are trained on proper handling of PII to include reporting requirements.

6. Disclosure of Information: The contractor shall not release to anyone outside the contractor’s organization any information, unclassified or classified, regardless of medium (e.g. film, tape, document, etc.), pertaining to any part of this contract or any program related to this contract, unless: (1) the Contracting Officer gives prior written approval; or (2) the information is otherwise in the public domain before the date of release. Request for approval shall identify the specific information to be released, the medium to be used, and the purpose for the release. The Contractor shall submit its request to the Contracting Officer at least 45 days before the propose date for the release. The Contractor shall agree to include a similar requirement in each subcontract under this contract. Subcontractors shall submit request for authorization to release through the prime Contractor to the Contracting Officer.

A. Programmatic Tasks: : The Contractor shall provide PD AHRS programmatic and technical engineering management support for planning and executing the design, development, deployment and life cycle sustainment of AHRS hardware and software applications, and other systems as required.

1. The contractor shall provide subject matter experts in system engineering and technical assistance for PD AHRS systems required to support the design, development, testing, implementation and post deployment system support of AHRS systems.

2. Contractor shall as required design or assist with, development, procurement, integration, testing and implementation of PD AHRS hardware and software including assisting in contracts management of programs designed by other contractors for the PD ARHS. Review deployed software, determine improvements and identify corrective actions. When required design, develops, test, integrate and deploy corrective programs.

3. Contractor shall ensure that all required technical and programmatic documentation is developed, reviewed, submitted and maintained for PD AHRS in accordance with established milestone schedules and applicable regulations and laws.

4. Contractor shall coordinate and monitor project schedules and milestones associated with the design, development, and proof of concept demonstration, procurement, integration, testing and implementation for all AHRS systems under the supervision of government civilians within PD AHRS.

5. Contractor shall coordinate with all appropriate organizations in support of the overall program including provision of system engineering, Information Assurance, and other technical assistance.

6. Contractor shall participate in functional/technical work groups and Integrated Process Teams as necessary for the PD AHRS systems.

7. Contractor shall coordinate and transition the system interface strategy into system interface specifications/system interface agreements (SIS/SIA) and monitor the development of the automated systems interface utilities/applications to ensure they meet the functional requirements of the client.

8. Contractor shall coordinate, conduct and participate in PD AHRS system’s technical and operational testing to ensure operational requirements and technical specifications are met.

9. Contractor shall ensure project hardware, software, and communications meet appropriate DOD and/or Army architecture and Section 508 of the Americans with Disabilities Act requirements for the PD AHRS systems.

10.

Contractor shall develop and maintain PD AHRS’s configuration management (CM) plan/Standard Operating Procedure (SOP) and comply with the Army’s configuration management policies and standard CM formatting guidance.

11.

Contractor shall assist in the development and monitoring of the PD AHRS systems’ fielding plans - including hardware, software and communications infrastructure integration.

12.

Contractor shall provide systems engineering expertise to assist in the definition of the Army’s hardware and software architecture for PD AHRS systems.

13.

The Contractor must provide personnel with an understanding of the Risk Management Framework (RFM) in order to ensure the PD AHRS automated systems obtain the proper Authority to Operate. The Contractor must support security risk analyses and engineering for security accreditation for the PD AHRS systems.

14.

The Contractor shall provide system engineering management activities for programmatic support as required for the PD AHRS systems.

15. Contractor shall provide personnel to assist and/or review financial programming documentation for PD AHRS as part of Army Planning, Programming, Budgeting, & Execution System (PPBES) process.

16. Contractor shall provide logistics support to PD AHRS for, transportation, accountability and maintenance of hardware and software.

17.

Contractor shall assist in the design, development and execution of technical and functional training for functional users and technical personnel at client installations including all Services, with emphasis on training for RFMSS and ISM.

18. Contractor shall design, develop and maintain a web based training environment and training documentation for RFMSS and the ISM (CIF, TRANSPROC, IN OUTPROC and PERSLOC) for functional users and technical personnel at client installations including all Services.

18. Contractor shall provide program management experience to PD AHRS and the organization’s technical staff. This effort requires extensive PMO level experience at a level equivalent to DAWIA Level III certification in Program Management.

19. Contractor shall provide day-to-day administrative support in accordance with current regulations to PD AHRS and staff to include preparing correspondence and presentations, files maintenance, making travel arrangements and coordinating schedules.

20. Contractor shall perform AHRS systems testing of software functionality and technical competence to ensure operational and technical specifications are met prior to fielding to client (currently Army and United States Marine Corps) installations, with an emphasis on RFMSS and ISM.

21. Contractor shall maintain a standardized configuration management and release control process for all PD AHRS managed applications, hardware and executive software. The process must ensure PD AHRS software applications stability through configuration managed systems, technical integration and documentation of operating systems and related software.

22. Contractor shall assist, coordinate and collaborate with PD AHRS in the ongoing ISM/RFMSS migration efforts.

B. Contractor Interfaces: The Contractor and/or subcontractors may be required as part of the performance of this effort to work with other Contractors working for the Government. Such other Contractors shall not direct this Contractor and/or their subcontractors in any manner. Also, this Contractor and/or their subcontractors shall not direct the work of other Contractors in any manner. The Government shall establish an initial contact between the Contractor and other Contractors and shall participate in an initial meeting at which the conventions for the scheduling and conduct of future meetings/contacts will be established.

C. Service Desk: The Contractor shall forward performance and operational problem reports that cannot be resolved at the Tier 1 Help/Service Desk level to Tier 2 Technical Analysts for in-depth problem analysis and resolution. When necessary, resolution of any problems requiring further expertise is escalated to the appropriate Tier 3 vendor or the AHRS developer teams. Detailed services are listed in Table 1.

Table 1 Service Desk

Description
Unix Web-Based

ISM

RFMSS
DTAS / TPS
eMILPO
a. Provide telephonic/email user assistance.
x
x
b. Initiate and record action on trouble tickets.
x
x
c. Perform quality assurance of completed trouble tickets, as required.
x
x
d. Call-out of site POC on-call staff for off-hour critical actions
x
x
e. Respond to automatically generated trouble tickets and assign to appropriate analyst.
x
x
f. Maintain event monitoring tools, maps, traps, and notifiers, i.e HBSS.
x
x
g. Distribute and publish outages for situational awareness.
x
x
h. Facilitate transmission of network and system bulletins to user community.
x
x
i. Track and report task orders that affect AHRS applications.
x
x
x
x

j. Provide System Administration support for trouble shooting, problem resolution, and user support.

x

k. Develop system-monitoring scripts and procedures
x
x
l. Coordinate with PD AHRS to scan local and remote servers and devices monthly for Oracle and IAVA compliance; provide results to security POC for PD AHRS and developers; and provide remediation reports for CONTRACTOR security team. Each time a scan is performed, coordinate with RCERT, network, firewall, and network protection/intrusion detection teams; update scan server with latest scan definitions. CONTRACTOR will bring all baseline variance items back into compliance. Adjust server settings both before and after scans to allow a scan using privileged user credentials.
x
x
m. Coordinate with PD AHRS and provide support for the anti-virus program deployed to the servers to include anti-virus program upgrades and troubleshooting when required. Provide manual virus definition updates. Note: HBSS will manage antivirus updates once transitioned to McAfee AV.
x
x
n. Notify the PD AHRS developer teams of system problems, i.e system/application outages.
x
x
x
x
o. Develop and maintain custom scripts and tool interfaces to auto-generate Remedy/ITSM trouble tickets when problems are detected; initiate immediate problem resolution action.
x
x
p. Coordinate with PD AHRS Configuration Management personnel and vendors on hardware, firmware and software maintenance and upgrades, as well as the forthcoming HBSS integration. Coordinate with developers and/or Configuration Management personnel on OS application changes.
x
x
x
x
q. Monitor incoming and outgoing interfaces daily such as eMILPO, eArmyU, DRAS, DJMS, TAPDB, SPT, WWAS, both LIW interfaces and the newly deployed TAPDB-G, iPERMS and SES (and soon to be deployed TAPDB-R) interfaces
x
x
r. Coordinate with external organizations for external interface data transfers; troubleshoot problems; develop and maintain scripts and configure OS files to automate process and send notification of success or failure
x
x
s. Support installation, configuration, test & upgrade of existing and new external interfaces
x
x
t. Support for lead site verification test (LSVT), as required
x
x
u. Track OS and IAVA patch status.
x
x
x
x
v. Coordinate with ALTESS and assist with OS sys changes and perform verification checks for new releases as requested.
x
x
w. Coordinate with PD AHRS to load operating system software and applications such as fielding new site for RFMSS.
x
x
x. Configure devices to support application usage i.e., BigIP, WebMux, etc.
x
x
y. Develop and update internal documentation and provide copies quarterly to PD AHRS
x
x
x
x
z. Support PD AHRS and/or the software developer in developing, troubleshooting and modifying usage scripts.
x
x
x
x
aa. Provide performance and configuration information on demand.
x
x
ab. Coordinate with PD AHRS, site and local network and firewall personnel to ensure users have continuous access.
x
x
ac. Provide detailed network port exception requests for task orders to prevent blocking essential ports. Provide each source and destination IP address, each port required, justifications and other details to ensure network access for each service such as DNS, secure shell, etc.
x
x
ad. Coordinate with PD AHRS to configure and/or ensure security features to include security scans and DISA STIG configuration checks.
x
x
ae. Coordinate with PD AHRS to compress audit log files and transfer to long term storage for yearly retention.
x
x
af. Coordinate with PD AHRS to install, update, and troubleshoot Citrix application print drivers for users.
x
x
ag. Coordinate with PD AHRS for scheduled and unscheduled system or power outages affecting the PD AHRS servers. Contractor shall notify installation points of contact, conducting proper shutdown/restart of the AHRS servers, and submitting/updating the Network Common Relevant Operational Picture (NETCROP) outage report.
x
x
ah. Coordinate with PD AHRS to scheduled system or power outages. Contractor shall notify users on the ISM URL; prepare/post system messages; submit a NETCROP outage report; as required, disable web server connections; shutdown/restart the AHRS system servers; disable/enable the proxy server to ensure users cannot access the URL.
x
x
ai. Coordinate with PD AHRS to provide account management support for users connecting to applications through CITRIX.
x
x
aj. Coordinate with PD AHRS and participate in planning, design, and implementation of new fielding requirements.
x
x
ak. Coordinate with developers, CM personnel, and site POC’s, when applicable, on release of new applications.
x
x
x
x
al. Coordinate with PD AHRS and participate in application operational testing as requested.
x
x

D. Database Administration Services.

Contractor shall provide database administration support for the web-based PD AHRS systems, with an emphasis on RFMSS and ISM. Database and application issues that cannot be resolved are escalated to developer for resolution. Detailed services are listed in Table 2.

Table 2. Database Administration Services

Description
Unix Web-Based

ISM

RFMSS
DTAS / TPS
eMILPO
a. Monitor the status of all Oracle databases on a daily basis.
x

b. Provide database application support to users world-wide including the following:

- Monitor Remedy trouble tickets on a daily basis

- Forward tickets to the software developers as needed

- Provide all customers with timely information about their problems

x
x

c. Install and configure databases/applications as required by the PM.

x

d. Provide 24x7 Database Administration support for trouble shooting, problem resolution, and user support
x
x
e. Coordinate with PD AHRS to assist with disaster recoveries of the replication environment as needed using current SCOM procedures.
x
f. Provide problem resolution support for database management problems.
x
x

g. Perform daily exports of user data using Oracle export facility.

x

h. Coordinate with PD AHRS to perform weekly (cold/hot) backups of all Oracle physical files.
x
x

i. Coordinate with PD AHRS to recover database objects (i.e., log files, data files, control files, etc) as needed.

x

j. Monitor the replication environment at least daily using internal database tools to include the following:

- Perform standard procedure to check for hung processes

- Check for broken push jobs within the replication environment

- Check the deferred transaction queue for very large transaction counts

- Perform other pro-active checks x

k. Coordinate with PD AHRS to perform manual database backups and recoveries as needed.
x
x
l. Investigate and report to developers, replication errors that were caused by data inconsistencies between the Virginia and Arizona database servers.
x

m. Coordinate with PD AHRS to perform Oracle Database patching through ICP’s and IAVA’s.

x

n. Develop and maintain SQL and OS scripts to automate database administration tasks as needed.
x
x
o. Maintain Oracle database administrative accounts to include periodic password changes (i.e., change system, sys, and "discodba" accounts every 90 days).
x
x
p. Troubleshoot BI Publisher problems and assist with BI Publisher Failover/Fall-back procedures as needed.
x
q. Monitor the one active and one standby AHRS Discoverer server as well as the Discoverer processes.
x
r. Monitor the report daemon servers as well as report daemon processes.
x
s. Support resolution of application usage problems and perform step-by-step troubleshooting to duplicate problem.
x

E. User Account Administration Services. Detailed user account administration services are detailed in Table 3.

Table 3. User Account Administration Services

Description
Unix

Web- Based

ISM

RFMSS
DTAS / TPS
eMILPO
a. Perform User account maintenance including creation and deletion of accounts.
x
x
b. Assist PD AHRS in performing IASO Registration.
x
x
c. Troubleshoot account login problems.
x
x

F. Security Monitoring and Reporting Services.

Detailed security monitoring and reporting services are detailed in Table 4.

Table 4. Security Monitoring and Reporting Services

Description
Unix

Web- Based

ISM

RFMSS
DTAS / TPS
eMILPO
a. Coordinate with PD AHRS with regard to monitoring and configuring ESM/ITA and support integration and operation of the HBSS.
x
x
b. Coordinate with PD AHRS - monitor servers and networks for attempted intrusions; initial security intrusion responses. Includes performing periodic audits for STIG/IAVM/BBP compliance including local contractor facility computer platforms providing AHRS support
x
x
c. Monitor initial security event / analysis.
x
x

d. Coordinate security issues with PD AHRS, ALTESS and with CERTs as required by PD AHRS and Army policies.

x
x

G. Situational Awareness and Reporting Services.

Detailed situational awareness and reporting functions are detailed in Table 5.

Table 5. Situational Awareness and Reporting Services

Description
Unix Web-Based

ISM

RFMSS
DTAS / TPS
eMILPO
a. Bi-weekly notes of interest to the user community.
x
x
b. Daily (weekday) outage reports.
x
x
c. Special data retrievals such as weekly Ad Hoc queries reports and also as requested.
x
x
d. Monthly trouble ticket report.
x
x

V: PERFORMANCE STANDARDS:

Program Management/Service Desk:

#
Required Service
Details
Performance Standard
Task Area Affected
1
Customer telephone calls to the Service Desk are answered (or e-mails responded to) promptly by Service Desk personnel
The service desk shall be adequately staffed to handle potential trouble calls
No more than four (4) complaints per month are made regarding service desk staff responsiveness
Service Desk
2
Time to resolve a customer problem or answer a question is as short as possible.
Processes are followed to ensure efficient responses to customer issues
95% of calls or e-mails received are resolved within one business day
Service Desk
3
Service Desk personnel are courteous and professional
Personnel answering telephones shall be courteous and professional at all times
No more than two (2) complaints per month are made regarding lack of courtesy and professionalism
Service Desk
4
IMSANOSC Customer Service
Provide status of ticket -follow-up
Follow up with customer within 24-48 hrs.
Service Desk
5
Assist PD AHRS with technical issues, as needed
Work with customer and PD AHRS as required
Worked real time
Service Desk
6
All personnel are expected to act professionally and provide outstanding internal and external customer support
All task areas shall be held to outstanding customer satisfaction levels
No more than two (2) complaints per month are made regarding professional customer support
All task areas
7
Sufficient numbers of staff members are available to resolve issues
The Contractor shall provide qualified employees to adequately staff the program
Average staffing levels shall not fall below 90% in any task area for more than two weeks
All task areas
8
User guides and other documentation provided (e.g. FAQ’s, process guides, etc.) are accurate, complete, and easy to use
Documents provided shall meet PD AHRS’s requirements for accuracy, completeness, and ease of use
95% of documentation provided meets command requirements
All applicable
9
Notes of interest to the user community.
System related system updates/outages/releases/system issues
As needed
Service Desk
10
Special data retrievals such as weekly Ad Hoc queries reports and also as requested.
The Contractor shall provide AD HOC query reports to user community.
As requested
Service Desk
11
Trouble ticket report
The Contractor shall provide trouble ticket report to PD AHRS
Weekly
Service Desk
12
Updating AHRS Training Documentation for ISM and RFMSS
The Contractor shall keep training documentation current/align with current system baseline i.e. system modifications/new system releases
As needed
Trainers

VI. DELIVERABLES/DELIVERABLE SCHEDULE: Unless otherwise specified, the Government will have a maximum of ten (10) working days from the end of the performance period to make comments and request changes. The contractor will also have a maximum of ten (10) working days from the day comments are received to incorporate all changes and submit the final design to the Government. All deliverables must meet normal professional standards and requirements set forth in contractual documentation. Documentation must be in readable format by the latest release of MS-OFFICE. All days identified below are intended to be workdays unless otherwise specified.

DELIVERABLE
FREQUENCY
# OF COPIES
MEDIA FORMAT
SUBMIT

TO

EXHIBIT

DATA ITEM NO.

Deliverable #1.

Monthly Status Report

(PWS)

CDRL DI-MGMT-80368A

Monthly
1
MS Word
COR
A
A001

Deliverable #2.

Trip Report

(PWS)

CDRL DI-MGMT-80368

Within Five Days After Travel
1
Electronic Format
COR
A
A002

Deliverable #3.

Project Management Plan

(PWS)

CDRL DI-MGMT-80004

Within 90 Days of Performance, Yearly Thereafter or As Required
1
Electronic Format
COR
A
A003

Deliverable #4.

Architecture Documents

(PWS)

CDRL DI-MGMT-81644

Within 90 Days of Performance, As Required Thereafter
1
Electronic Format
COR
A
A004

Deliverable #5.

Network Diagrams

(PWS)

CDRL DI-MGMT-81644

Within 90 Days of Performance, As Required Thereafter
1
Electronic Format
COR
A
E005

Deliverable #6.

Technical Deployment Plan

CDRL DI-MGMT-80004A

As Required
1
Electronic Format
COR
A
A006

Deliverable #7.

Training Schedules

(PWS)

CDRL DI-ILSS-81070

As Required
1
Electronic Format
COR
B
B001

Deliverable #8.

Meeting Minutes

(PWS)

CDRL DI-ADMN-81505

As Required
1
Electronic Format
COR
C

C001

Deliverable #9.

Information Systems Accreditation Documentation

CDRL DI-ADMN-80239

As Required
1
Electronic Format
COR
C
C002

Deliverable #10.

Configuration Management Plan/SOP

(PWS)

CDRL MIL-STD-3046

Within 30 Days After The Period of Performance, As Required Thereafter

1
Electronic Format
COR
D
D001

Deliverable #11.

Utilization Reports

(PWS)

DI-MISC-80749

As Required
1
Electronic Format
COR
E
E001

Deliverable #12.

After Action Report

(PWS)

CDRL DI-MISC-80711

Within 24 Hours of Problem Resolution
1
Electronic Format
COR
E
E002

Deliverable #13.

Security Reports

(PWS)

CDRL DI-MISC-80841

Within 24 Hours of an Information Assurance Incident
1
Electronic Format
COR
E
E003

Deliverable #14.

Disaster Recovery Plan

(PWS)

CDRL DI-MISC-80394

Within 90 Days of Period of Performance, Yearly Thereafter or As Required
1
Electronic Format
COR
E
E004

Deliverable #15.

Incident Report

(PWS)

CDRL DI-SAFT-81563

As Required
1
Electronic Format
COR
F

F001

Deliverable #16.

Performance and Cost Report

(PWS)

CDRL DI-FNCL-80912

Within 45 Days of the Period of Performance, By the 15th of the Month Thereafter
1
Electronic Format
COR
G
G001

Deliverable #17.

Incident Response Plan

(PWS)

CDRL DI-QCIC-81690

Within 90 Days of Performance, As Required Thereafter
1
Electronic Format
COR
H
H001

Deliverable #18.

Quality Assurance Plan

(PWS)

CDRL DI-QCIC-81794

Within 90 Days of Period of Performance, Yearly Thereafter or As Required
1
Electronic Format
COR
H
H002

Deliverable #19.

Security and Other Training Awareness Courses

(PWS)

CDRL MIL-HDBK-29612

Within 90 Days of Performance, As Required Thereafter
1
Electronic Format
COR
I
I001

Deliverable #20.

Security Policy

(PWS)

CDRL DI-TMSS-81584

Within 90 Days of Performance, As Required Thereafter
1
Electronic Format
COR
J
J001

Deliverable #21.

Software Test Description

(PWS)

CDRL DI-IPSC-81439

30 Days Before Testing is to Begin, For Each Version Release
1
Electronic Format
COR
K
K001

Deliverable #22.

Software Test Plan

(PWS)

CDRL DI-IPSC-81438

30 Days Before Testing is to Begin, For Each Version Release
1
Electronic Format
COR
K
K002

Deliverable #23.

Software Test Report

(PWS)

CDRL DI-IPSC-81440

30 Days After Testing Has Been Completed, For Each Version Release
1
Electronic Format
COR
K
K003

Deliverable #24.

Risk Management Plan

(PWS)

CDRL ISO16085

Within 90 Days of Period of Performance, Yearly Thereafter or As Required
1
Electronic Format
COR
L
L001

A. Contract Deliverables

1. All deliverables shall be provided to the PD AHRS in hard copy (HC) and/or soft copy (SC), as indicated below. The hard copies shall be printed on one side. The record soft copy may be “read only’, however; at least one copy will be provided with no restrictions so that the Government may be able to pull data for internal reports and performance reviews. The soft copies shall be provided electronically in the follow formats as applicable:

a.

Text – Microsoft Word b.

Spreadsheets – Excel c.

Graphics - PowerPoint d.

Drawings – Visio

2. Monthly Status Report (MSR). AHRS systems will each be addressed separately in the MSR. The MSR will include financial data outlining money spent to date as reported by the contractor's financial support system. The monthly financial report will include specific cross references to hours and funds expended by type of appropriation and form (Military Interdepartmental Purchase Request) number. Reporting requirements for the monthly status reports will include, but not be limited to:

Accomplishments over the past 30 day period

Program status, to include objectives met, work completed and work outstanding

Notable achievements

Issues or obstacles impeding progress and recommended solutions e.

Status of deliverables/milestones f.

Issues and resolutions g.

Resource planning/status h.

Description of work completed and plans for next month i.

Summarize the efforts of each primary task in the Government PWS B. Financial Reports

1. The contractor shall provide routine financial reports and analysis in accordance with DoD Financial Management Regulations and current ASA (FM&C) regulations on financial stewardship. Reporting requirements for the financial reports will be outlined by the Government. It is expected that these will include, but not be limited to:

Budgeted total

Actual costs to date and for the reporting period; detailed reporting of appropriations received, and current invoiced execution

Estimated Cost to Completion

Task/cost variances (for >10% variance include explanation/analysis) e.

ODC and Travel progress/costs f.

Recommendations for improvements to contract and cost reduction

2. The contractor shall provide for an annual Mid-Year review and an annual Third Quarter review of all resources provided in support of then current programs to include direct and reimbursable funds. Analysis must address under-utilized resources and appropriateness for reduction or reassignment of specific program funding.

3. The contractor shall provide for quarterly reviews of unliquidated Obligations and offer recommendations to the Program Director on actions necessary to reduce ULOs.

4. The contractor shall participate in Joint Reviews and complete associated reporting to the Defense Finance and Accounting Center as required.

5. The contractor shall participate in all Investment Review Board case preparation and presentation by providing timely accurate financial data to the Army Portfolio Management Solution web-data base when required.

6. The contractor shall provide timely, accurate data to support PD AHRS in defending the data during quarterly PEO-EIS Program Performance Reviews.

7. End of contract period accounting; 30 days following close of each contract period the contractor will provide a final invoice for the period (Base or Option) with attachment showing full and final accounting for all appropriations received during that period, ULOs and certification that ULOs can be de-obligated.

VII. GOVERNMENT FURNISHED EQUIPMENT (GFE):

A. The contractor shall have full access to GFE and software to perform the duties on the project. The Government shall furnish the computer hardware, software, and supporting GFE materials in support of this PWS.

B. The Contractor shall use Government furnished automated tools to the maximum practical extent to increase accuracy of data collection and information tracking. The Government furnished tools will include Microsoft Office and Microsoft Project.

C. The contractor must submit requests for replacement of government- furnished equipment to the Contracting Officer Representative (COR) for processing. Such requests must specify the reason for the replacement request.

D. At the request of the Government, or at completion of this effort, the Contractor shall immediately return any Government-provided property, including any equipment, specialized or off-the-shelf software, and all other property provided by the Government for the Contractor to use to complete this effort.

VIII. PERIOD OF PERFORMANCE:

The period of performance for this task is the date of award for a period of one year thereafter, hereto referred to as the Base Period (28 February 2017 – 27 February 2018). This order includes two Option Years, Option Year 1 begins 28 February 2018 and ends 27 February 2019 and Option Year 2 begins 28 February 2019 and ends 27 February 2020. The contracting office must be notified in writing 30 day prior to the end of the period of performance of PD AHRS’ intent to exercise subsequent option. All terms and conditions applicable to the base year shall extend to the option unless otherwise agreed upon in advance, in writing, and signed by all parties.

IX. PLACE OF PERFORMANCE:

The contractor shall perform work at the government site with the primary location at Alexandria, Virginia and supporting work from sites where the project applications are being developed and/or utilized.

X. SECURITY:

The Government shall define and maintain security requirements for protecting the system and data. The AHRS applications, both the data and systems, are sensitive but unclassified. The data must also comply with the U.S. Government Privacy Act requirements. The contractor shall develop and maintain all security related documents that pertain to Section III: Applicable Documentation.

XI. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP): Reference QASP document.

XII. CONTRACTOR MANPOWER REPORTING LANGUAGE FOR CONTRACT PERFORMANCE WORK STATEMENTS AND RELATED BACKGROUND INFORMATION

The Assistant Secretary of the Army (Manpower and Reserve Affairs) operates and maintains a secure Army data collection site.

The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for PD AHRS via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/, and then click on “Department of the Army CMRA” or the icon of the DoD organization that is receiving or benefitting from the contracted services.

The required information includes (1) Contracting Office, Contracting Officer, Contracting Officer’s Technical Representative; (2) Contract Number, including task and delivery order number; (3) Beginning and ending dates covered by the reporting period; (4) Contractor Name, address, phone number, email address, identity of contractor employee entering data; (5) Estimated direct labor hours (including subcontractors); (7) Total payments (including subcontractors); (8) Predominant Federal Service Code (FSC) reflecting services provided by contractor (and separate predominant FSC for each subcontractor if different); (9) Estimated data collection cost; (10) Organizational title associated with the Unit Identification Code (UIC) for the Army Requiring Activity (the Requiring Army Activity is responsible for providing the contractor with its UIC for the purpose of reporting this information); (11) Locations where contractor and subcontractors perform the work (specified by zip code in the United States and nearest city, country, when in an overseas location, using standardized nomenclature provided on website; (12) presence of deployment or contingency contract language; and (13) Number of contractor and subcontractor employees deployed in theater this reporting period (by country).

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