Attachment_0001_-_ASC_C4IM_Mission_Services_PWS_20170323.pdf

PERFORMANCE WORK STATEMENT

FOR

Army Sustainment Command Command, Control, Communications, Computers, and Information Management

Mission Services

March 23, 2017

1.0 GENERAL

1.1 Background

The Army Sustainment Command (ASC) has a current requirement to procure Command, Control, Communications, Computers, and Information Management (C4IM) mission services in support of its mission worldwide. This support may include, but is not limited to, technical support services, network support, system administration, telecommunications, computer security, cybersecurity, system software and hardware support and maintenance to include data and metric assistance for lifecycle replacement, support to organizational Information Management Offices (IMOs) and S6 offices for information asset management, mobile computing device support and graphics and visual information support services.

1.2 Scope

1.2.1 The contractor will be responsible for performing work necessary to document, test, implement, integrate, maintain, research, track, or modify Active Directory (AD) objects and containers on the Non-Secure Internet Protocol Router Network (NIPRNET) and Secret Internet Protocol Router Network (SIPRNET) in accordance with (IAW) the guidance contained in the current edition of the Army Chief Information Officer (CIO) G6 C4IM catalog. Service levels and response times for the contractor will conform to the current Army CIO G6 C4IM catalog and are contained in Tables 1 and 2. Resolution times that are dependent on other agencies may exceed the published guidelines.

1.2.2 Priority 1 events/issues are assigned the highest priority for corrective action, and support selected staff members and key leadership within a Battalion or higher Headquarters (HQ) Staff. Priority 1 population will not exceed more than 5% of an Army Field Support Brigade (AFSB), Army Field Support Battalion (AFSBn), or Logistics Readiness Center (LRC) total HQ staff or 25 personnel within any AFSB formation (to include subordinates). AFSB Commanders or their designee will identify Priority 1 personnel or positions within their formations. The contractor shall make every reasonable attempt to resolve each problem call upon the initial contact.

1.2.3 Priority 2 events/issues constitute work stoppage issues for users outside of the Priority 1-designated group, or issues that cause a user to have a significant loss in productivity. Initial response shall be made within eight (8) hours. The contractor shall make every reasonable attempt to resolve Priority 2 tickets within two (2) business

W52P1J-17-R-0064 Attachment 0001 days.

1.2.4 Priority 3 events/issues may include, but are not limited to, distribution or relocation of life-cycle or new user systems (to include printers, phones, and peripherals), establishing new user Active Directory (AD) accounts, troubleshooting phones in offices where multiple phones are in service, performance of scheduled or routine software/hardware updates, instructing users on how to accomplish routine automation housekeeping (i.e., performing backups, .pst cleanup) tasks, and preventative maintenance or system installations for users that can be projected and scheduled. Initial response shall be made within 24 hours.

Table 1: Non – CENTCOM (Sustainment)

Priority Availability Response Time Resolution Time Priority 1 Issues/Tickets Per published duty hours 2 hours 1 business day Priority 2 Issues/Tickets Per published duty hours 8 hours 2 business days Priority 3 Issues/Tickets Per published duty hours 3 business days 4 business days

Table 2: CENTCOM Area of Responsibility (AOR) (Contingency)

Priority Availability Response Time Resolution Time Priority 1 Issues/Tickets Per published duty hours 1 hour 1 business day Priority 2 Issues/Tickets Per published duty hours 6 hours 2 business days Priority 3 Issues/Tickets Per published duty hours 3 business days 4 business days

1.2.5 The contractor will be required to provide baseline support services where there are no local C4IM Network Enterprise Center (NEC) baseline support services, and above baseline or “enhanced” services where the local NEC is not resourced to provide these services, as outlined in the applicable Network Enterprise Technology Command (NETCOM) and CIO G6 C4IM catalog. The G6 will assist AFSBs and LRCs in negotiating Service Level Agreements (SLAs) with their local NECs.

1.2.6 Customer organizations will follow the applicable NEC policies regarding requests for Priority User service, which may include request submissions and verification/validation by the Senior Mission Commander or cognizant G6. The ASC G6 will coordinate these requests as necessary and publish a list of Priority Users/Work Centers prior to contractor placement.

1.2.7 Each AOR may be under the technical control of a different signal command, and the guidelines and regulations may vary (i.e., CONUS = 7th Signal Command, Europe = 5th Signal Command). AD objects may include, but are not limited to, end user computer equipment, computer peripherals, printers, servers, firewall devices, intrusion detection devices, intrusion protection devices, Video Teleconference (VTC) equipment and all-in-one scanning and printing devices. The contractor will be responsible for properly accounting for all Government Furnished Equipment IAW the terms of this contract and the Federal Acquisition Regulation.

1.3 Cybersecurity Training and Certification

1.3.1 Department of Defense (DoD) Information Assurance (IA) Awareness Training.

All contractor and subcontractor personnel with access to a Government Information System must successfully complete the DoD IA Awareness Training prior to placement in the duty location and annually thereafter.

1.3.2 IA Certification Training. IAW DoD 8570.01-M, all privileged level access system administrators are required to obtain both a baseline security certification, and a relevant Computing Environment certification to perform Information Assurance Technology (IAT) Levels I and II. Baseline and Computing Environment training must be completed prior to placement of the contractor in the duty location. This determination will be based on the skills and tasks performed (example: standard desk top maintenance IAT I, server level maintenance IAT II). All IAT I and II technicians are required to obtain a baseline certification of Computing Technology Industry Association Security+ and Computing Environment certification comparable to the system they will be managing (example: Microsoft Certified IT Professional [MCITP] for Windows 10;

server administrators for Windows Server 2012). All certifications will be entered, tracked, and managed in The Army Training Certification Tracking System (ATCTS).

1.4 Applicable Documents

1.4.1 AR 25-1, Information Management. Available at: www.apd.army.mil

1.4.2 Army CIO G6 IT Service Management Policy, dated 17 Nov 2014

1.4.3 US Army Enterprise Service Management Reference Architecture, dated 20 May 2015, provided upon request.

1.4.4 CIO/G6 C4IM Services Catalog, Version 6, dated October 2015, or latest published version, provided upon request.

1.4.5 Defense Enterprise Service Management Framework, Edition II, dated 8 April 2015, or latest published version, provided upon request.

1.4.6 AR 25-13, Telecommunications. Available at: www.apd.army.mil

1.4.7 AR 25-2, Information Assurance. Available at: www.apd.army.mil

1.4.8 AR 380-67, Personnel Security. Available at: www.apd.army.mil

1.4.9 AR 380-5 Department of the Army Information Security Program

1.4.10 DOD 5200.28 Security Requirements for Automated Information Systems.

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Available at: http://www.dtic.mil/whs/directives/

1.4.11 DOD 5200.1-R Information Security Program Regulation. Available at:

http://www.dtic.mil/whs/directives/

1.4.13 DOD 8570.1-M Information Assurance Workforce Improvement Program.

Available at: http://www.dtic.mil/whs/directives/

1.4.14 DoD Directive 8500.01, Information Assurance. Available at:

http://www.dtic.mil/whs/directives/

1.4.15 Unified Facilities Criteria 3-580-01. Available at:

www.wbdg.org/ccb/DOD/UFC/ufc_3_580_01.pdf

1.4.16 DODI 8510.01, Risk Management Framework (RMF) for DoD Information Technology. Available at: http://www.dtic.mil/whs/directives/

1.4.17 Army Materiel Command (AMC) Supplement 1 to AR 380-67, Department of the Army Personnel Security Program

1.4.18 ASC Regulation 25-5, Protecting and Reporting Personally Identifiable Information

1.4.19 Security Technical Implementation Guides (STIGS) and Supporting Documents.

http://iase.disa.mil/stigs/index.html

1.4.20 Joint Technical Architecture-Army (JTA-A)

2.0 SPECIFIC TASKS

2.1 Touch Labor Tasks. Required support services include, but are not limited to:

2.1.1 Perform computer and software related preventive and remedial maintenance to include initial configuration and setup of Personal Computers (PCs), workstations, laptops, personal electronic devices (such as BlackBerrys, iPads, cellphones), all levels of software, printers, and peripheral devices.

2.1.2 Troubleshoot and resolve end-user problems encountered using computer systems, software, and peripherals.

2.1.3 Perform touch labor support of all computer systems (laptop and desktop) to include management of the operating system, hardware, and software.

2.1.4 For warranty repairs, the contractor will order and replace the defective item where manufacturer’s warranty allows.

http://www.dtic.mil/whs/directives/ http://www.dtic.mil/whs/directives/ http://www.dtic.mil/whs/directives/ http://www.dtic.mil/whs/directives/ http://www.wbdg.org/ccb/DOD/UFC/ufc_3_580_01.pdf http://www.dtic.mil/whs/directives/ http://iase.disa.mil/stigs/index.html

2.1.5 Usage of the Army installation NEC trouble ticketing system, where applicable. If a NEC trouble ticketing system is not used at the location where service is provided, the contractor will coordinate with the Government to develop an alternate trouble ticketing system. The local Government Task Monitor shall have the ability to access and query this system.

2.1.6 System Administration (operating system management on end user and mission systems) to include, but not limited to, Active Directory configuration management, Entitlement Management (EM) duties for Defense Information Systems Agency (DISA) Enterprise Email, managing directories, managing user accounts, administering updates and patches, review of Army Uniform Data Inquiry Technique (AUDIT) logs, network vulnerability scanning, network password administration and disk space administration, as required.

2.1.7 Web/SharePoint Administration (where required) to include, but not limited to, input information for the brigade and its battalions on the ASC SharePoint Portal, coordinate with the Public Affairs Officer (PAO) at ASC and the 405th AFSB to ensure current and up-to-date information is displayed, update the public webpage on the European Command (EUCOM) Web servers.

2.1.8 Installation and maintenance of all current and future computers and peripherals.

2.1.9 Provide technical support assistance for automation and communications related questions and projects.

2.1.10 Answer end-user questions related to hardware and software.

2.1.11 Operate, configure, and connect visual information systems, desktop video systems, and VTC systems, either on-site or at off-site locations, as required.

2.1.12 Provide network support (i.e., prepare and submit port, protocol, and service requests for submission for NEC approval) where required; including, but not limited to, installation, configuration, maintaining and decommissioning servers, firewall devices, intrusion detection devices and intrusion prevention systems, as required.

2.1.13 Where required, perform malware detection, elimination, prevention, and reporting IAW Army and ASC processes.

2.1.14 Where required, identify, isolate, neutralize, and be responsible for handling malicious programs (malware, worms, Trojan Horses) infecting the client organizations systems IAW ASC and 1st Information Operations Command – Army Computer Emergency Response Team (ACERT) guidelines.

2.1.15 Assist organizational S6/IMOs in preparing, testing and executing incident handling and reporting in both exercise and real-world events.

2.1.16 Assist in the planning, logistics, setup and operation of the necessary equipment to support conferences/briefings (including local, remote, teleconferences) and presentations, both at on and off-site locations.

2.1.17 Provide user assistance with new software and hardware as required.

2.2 Additional Tasks. Support services may include, but are not limited to:

2.2.1 Assist organizational S6/IMOs to prepare RMF accreditation packages according to DoDI 8510.01, DoD Information Assurance Certification and Accreditation process.

2.2.2 Assist organizational S6/IMOs in preparing risk assessments in support of certification and accreditation efforts.

2.2.3 Assist in preparing packages to request a Certificate of Networthiness (CoN) from NETCOM for all software to be used on the network.

2.2.4 Ensure adherence to security procedures for all systems according to DoD, Army, and local rules, regulations and policies.

2.2.5 Assist organizational S6/IMOs with Computer Security Plan Preparation as required.

2.2.6 Assist organizational S6/IMOs with computer security incident response and reporting.

2.2.7 Assist organizational S6/IMOs in preparing, testing and executing Continuity of Operations and Disaster Recovery plans.

2.2.8 Assist organizational S6/IMOs with risk assessments in support of, but not limited to, RMF accreditation efforts and CoN requests.

2.2.9 Assist the organizational S6/IMO with maintaining hardware lifecycle replacement metrics.

2.2.10 Perform and track software inventory control and licensing compliance.

2.2.11 Investigate/research/obtain price quotes and providing technical recommendations for proposed acquisition of computers, Commercial-Off-The-Shelf (COTS) software applications, and other IT related purchases.

2.2.12 Prepare and submit IT Capability Requests (CAPRs) IAW ASC processes as required.

2.2.13 Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.

2.2.14 Maintain a support area (normally consistent with Government personnel working hours Monday through Friday in the window of 0700 to 1700 hours (non-contingency)) designed to provide assistance and help to users in all areas related to office automation, including, but not limited to, desk side assistance, telephone assistance, limited training, and relocation of IT equipment. For designated contingency locations, work hours will conform to government mission hours, not to exceed 12 hours per day, unless overtime is approved by the Contracting Officer (KO).

2.2.14.1 The contractor may be required to work past these hours or on weekends due to systems failures, systems maintenance requirements that would interfere with day-to-day operations, or to provide high level project support, but only as approved by the KO in advance.

2.2.15 Collect statistics on hardware, software, and system problems, security incidents, hardware and software maintenance performed, service calls, and system downtime (Leverage NEC trouble ticketing system).

2.2.16 Coordinate and track job requests to ensure that all customer requests are prioritized and handled within the timeframes outlined in this Performance Work Statement (PWS), while keeping government apprised of significant changes in workload status.

2.2.17 Assist Telephone Control Officer (TCO) with TCO duties.

2.2.18 Other tasks implied within the scope of this PWS, identified by the Contracting Officer’s Representative (COR), and with the approval of the ASC G6 requirements official and the KO.

2.3 Performance Standards

2.3.1 Normal duty day responses will align with Tables 1 and 2 of this PWS.

2.3.4 Critical Cybersecurity Response Times. An on-call support technician will respond to S6-verified mission critical cybersecurity events (which include verified Personally Identifiable Information incidents) via phone within 30 minutes and on-site within 2 hours.

2.4 Government Property Incidental to the Place of Performance

2.4.1 The Government will provide office space, consumable office supplies, chairs, desks, adequate desk phone service, and computer workstations or laptops and adequate monitors for contractor personnel while performing these duties.

2.4.2 Government vehicles may be used by the contractor for official use, where and when provided by the supported ASC element. Official use includes travel between supported buildings on the installation.

2.4.3 At this time, no Government Furnished Property (GFP) to which FAR Part 45 applies is anticipated to be provided. Should GFP be provided, the contractor is required to maintain an inventory of all GFP, in accordance with the GFP clauses.

2.5 Additional Requirements

2.5.1 Informal Communications. The contractor shall maintain informal communications with the COR on a weekly basis, at minimum. If deemed necessary, more frequent communication may be required. Any issues or problems that cannot be resolved through these informal conversations shall be addressed at formal In Progress Reviews (IPRs). These informal conversations are not a substitute for any contractually required meetings, reviews, or briefings.

2.5.2 Inspection and Acceptance. The Government will have the right to inspect the contractor’s performance under this contract. The Government may conduct such inspection and surveillance of the contractor’s performance under this contract as deemed appropriate and necessary. The required monthly reports as well as received user complaints will be considered during this inspection and acceptance phase.

2.5.3 Contractor personnel must have current appointment letters and appropriate certifications uploaded to the ATCTS (https://atc.us.army.mil).

2.5.4 Personnel qualifications also encompass the training necessary for keeping personnel abreast of industry advances and for maintaining proficiency on hardware and software utilized by the Army.

2.5.5 The contractor shall provide the COR and KO proof of certification and non-disclosure statements for all personnel before personnel are placed in the work place.

2.5.6 The contractor shall prepare, provide, and distribute data in the format designated by the Government. All data, forms, briefings, etc. will become Government property.

2.5.7 ASC may require contractors to travel in support of ASC events or exercises.

2.5.8 Anti-Terrorism (AT) Training. All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities and controlled access areas shall complete AT Level I awareness training within thirty (30) calendar days after contract start date. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee to the COR or to the KO, if a COR is not assigned, within five (5) calendar days after completion of training by all employees and subcontractor personnel. AT Level I awareness training is available at the following website: https://atlevel1.dtic.mil/at.

2.5.9 Installation Access and Security Procedures. Contractor and all associated sub-

W52P1J-17-R-0064 Attachment 0001 https://atc.us.army.mil/ https://atlevel1.dtic.mil/at contractors employees shall comply with applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by Government representative). The contractor shall also provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements as directed by DoD; Headquarters, Department of the Army (HQDA) and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes.

2.5.10 iWatch Training. The contractor and all associated sub-contractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity Anti-Terrorism Officer). This locally developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within thirty (30) calendar days of contract award and within thirty (30) calendar days of new employees commencing performance, with the results reported to the COR not later than (NLT) five

(5) calendar days after training has been completed.

2.5.11 Operations Security (OPSEC) Training. Per AR 530-1, Operations Security, all new contractor employees must complete Level I OPSEC training within thirty (30) calendar days of their reporting for duty. All contractor employees must complete annual OPSEC awareness training.

3.0 DELIVERABLES

ITEM DUE ON

Monthly Trouble Ticket Status Report NLT the 8th of the following month Network/Server Outage Report NLT the 8th of the following month Intrusion Report NLT the 8th of the following month Electronic Inventory As required Annual Affirmation of OCI Plan Prior to execution of option period

3.1 Monthly Trouble Ticket Status Report. This report shall be a roll-up of all trouble tickets opened for each month, in Microsoft Excel format, numbered sequentially from 1 to XXXX. The report shall specify the following information:

3.1.1 Actual system ticket number, and priority

3.1.2 Physical location (Building number, work center, etc.)

3.1.3 Ticket type and status (including date/time acknowledged, opened, closed, and/or pending) with relevant technician notes

3.1.4 For tickets open longer than five working days, a detailed explanation for the delay

3.2 Network/Server Outage Report. For those locations responsible for maintaining network infrastructure or maintaining server hardware, this report shall detail the number and type of any unplanned network and server outages, cause of outage, length of downtime, and actions taken to resolve the outage.

3.3 Cyber Report. This report shall detail the number and type of reported intrusions, unintentional disclosures of classified information (UDCI), and cross-domain violations (CDV) during the reporting period. It will provide detail as to the circumstances of each event, the action taken to resolve the problem, and the labor hours expended to remediate the event.

3.4 Electronic Inventory. An inventory shall be maintained for all server/software and database applications. The location of the existing electronic inventory will be provided to the contractor upon award of contract.

3.5 Annual Confirmation of OCI Plan. The contractor will be required to have adequate protections in place to protect against the release of non-public procurement information. Prior to initial award of the contract and exercise of each option period, the contractor will be required to affirm in writing its compliance with the OCI Mitigation Plan submitted during the solicitation/award phase of the contract.

4.0 PLACE OF PERFORMANCE. Place of performance and task types at contract award will be at the following locations. Additional support for new locations will be negotiated as these requirements are identified.

4.1 Army Strategic Logistics Activity, Charleston (ASLAC) (Non-contingency)

4.1.1 Tasks: IT touch labor, network administration, database administration, server administration, firewall administration, Risk Management Framework adherence, Defense in Depth, inside/outside plant, SharePoint and web administration, VTC and audiovisual operations

4.1.2 Number of users: 527

4.1.3 Number of technicians: Projected at 6

4.2 401st AFSB (Contingency Locations)

4.2.1 Kuwait

4.2.1.1 Tasks: Baseline and above-baseline IT touch labor, system administration, VTC support, system administration of common share drives, SharePoint and web support

4.2.1.2 Number of users: 900

4.2.1.3 Number of technicians: Projected at 12

4.2.2 Afghanistan

4.2.2.1 Tasks: Baseline and above-baseline IT touch labor, system administration, VTC support, system administration of common share drives, SharePoint and web support

4.2.2.2 Number of users: 650

4.2.2.3 Number of technicians: Projected at 6

4.2.3 Qatar

4.2.3.1 Tasks: Baseline and above-baseline IT touch labor, system administration, VTC support, system administration of common share drives, SharePoint and web support

4.2.3.2 Number of users: 375

4.2.3.3 Number of technicians: Projected at 3

4.3 402nd AFSB – Ft. Shafter, and Schofield Barracks, Hawaii (Non-contingency)

4.3.1 Tasks: Baseline and above-baseline IT touch labor, system administration, VTC support, system administration of common share drives, SharePoint and web support

4.3.2 Number of users: 250

4.3.3 Number of technicians: Projected at 2

4.4 403rd AFSB (Non-contingency) (OPTIONAL)

NOTE: These are optional performance locations. Tasks can be ordered for these locations at any time during the period of performance of this contract.

4.4.1 Camp Henry, South Korea (Daegu)

4.4.1.1 Tasks: Baseline and above-baseline IT touch labor for less than 40 Priority 1 users, VTC support, system administration of common share drives, SharePoint and web support

4.4.1.2 Number of users: 188

4.4.1.3 Number of technicians: Projected at 3

4.4.2 Camp Carroll, South Korea (Waegwan)

4.4.2.1 Tasks: Baseline and above-baseline IT touch labor for less than 40 Priority 1 users, VTC support, system administration of common share drives, SharePoint and web support

4.4.2.2 Number of users: 230

4.4.2.3 Number of technicians: Projected at 3

4.4.3 Yongsan, South Korea

4.4.3.1 Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.4.3.2 Number of users: 160

4.4.3.3 Number of technicians: 2

4.4.4 Camp Humphreys, South Korea (Pyong Taek)

4.4.4.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.4.4.2 Number of users: 138

4.4.4.3 Number of technicians: Projected at 1

4.4.5 Camp Red Cloud, Korea

4.4.5.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.4.5.2 Number of users: 133

4.4.5.3 Number of technicians: Projected at 1

4.5 404th AFSB, Joint Base Lewis-McChord (Non-contigency)

4.5.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.5.2 Number of users: 125

4.5.3 Number of technicians: Projected at 1

4.6 405th AFSB, Germany (Non-contingency)

4.6.1 Kaiserslautern, Germany

4.6.1.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.6.1.2 Number of users: 600

4.6.1.3 Number of technicians: Projected at 4

4.6.2 Vilseck, Germany

4.6.2.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.6.2.2 Number of users: 85

4.6.2.3 Number of technicians: Projected at 1

4.6.3 Army Prepositioned Stock-2 (APS-2), Tower Barracks, Duelmen, Germany

4.6.3.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.6.3.2 Number of users: 100

4.6.3.3 Number of technicians: Projected at 1

4.6.4 APS-2, Eygleshoven, Netherlands

4.6.4.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.6.4.2 Number of users: 100

4.6.4.3 Number of technicians: Projected at 1

4.6.5 APS-2, Zutendaal, Belgium

4.6.5.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.6.5.2 Number of users: 100

4.6.5.3 Number of technicians: Projected at 1

4.6.6 APS-2, Powidz, Poland

4.6.6.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.6.6.2 Number of users: 100

4.6.6.3 Number of technicians: Projected at 1

4.7 406th AFSB, CONUS EAST (Non-contingency)

4.7.1 AFSB/AFSBn, Fort Bragg, NC

4.7.1.1 Tasks: Limited above-baseline IT touch labor for less than 40 Priority 1 users, non-priority users and VTC TBD upon SLA with the local NEC, system administration of common share drives, SharePoint/web support TBD upon SLA with Ft. Bragg NEC and coordination with ASC G6 SharePoint team.

4.7.1.2 Number of users: 400. Non-Priority 1 Users/tickets will be serviced by the local NEC upon coordination.

4.7.1.3 Number of technicians: Projected at 3

4.7.2 LRC Bragg, Fort Bragg, NC

4.7.2.1 Tasks: Limited above-baseline IT touch labor for less than 40 Priority 1 users, non-priority users and VTC TBD upon SLA with the local NEC, system administration of common share drives, SharePoint/web support TBD upon SLA with Ft. Bragg NEC and coordination with ASC G6 SharePoint team.

4.7.2.2 Number of users: 375. Non-Priority 1 Users/tickets will be serviced by the local NEC upon coordination.

4.7.2.3 Number of technicians: Projected at 3

4.7.3 Fort Stewart, GA

4.7.3.1 Tasks: Limited above baseline IT touch labor for less than 20 Priority 1 users (VTC support will be provided by the local NEC), system administration of share drive data

4.7.3.2 Number of users: Non-priority users will be serviced by the local NEC

4.7.3.3 Number of technicians: Projected at 1

4.7.2 Eglin AFB, FL

4.7.2.1 Tasks: Baseline and above-baseline IT touch labor, VTC support, system administration of common share drives, SharePoint and web support

4.7.2.2 Number of users: 40

4.7.2.3 Number of technicians: Projected at 1

4.8 407th AFSB (Non-contingency)

4.8.1 Fort Hood, TX

4.8.1.1 Tasks: IT touch labor for less than 40 Priority 1 users (VTC support will be provided by the local NEC), system administration of share drive data

4.8.1.2 Number of users: Non-priority users will be serviced by the local NEC

4.8.1.3 Number of technicians: Projected at 2

4.8.2 Fort Bliss, TX

4.8.2.1 Tasks: IT touch labor for less than 20 Priority 1 users, system administration of share drive data and VTC support are validated above-baseline tasks

4.8.2.2 Number of users: Non-priority users will be serviced by the local NEC

4.8.2.3 Number of technicians: Projected at 1

4.8.3 Fort Carson, CO

4.8.3.1 Tasks: IT touch labor for less than 20 Priority 1 users, system administration of share drive data and VTC support are validated above-baseline tasks

4.8.3.2 Number of users: Non-priority users will be serviced by the local NEC

4.8.3.3 Number of technicians: 1

5.0 MANAGEMENT AND TECHNICAL CAPABILITIES. The contractor will be equipped to provide employees, on short notice, with the requisite technical and management skill sets to provide support to vital mission requiring any of the support services listed in this PWS, worldwide. This requirement also includes the following capabilities:

5.1 Multinational Information System Support. The contractor will maintain the requisite management and technical ability to successfully manage client systems and users on a Multinational Information System, such as DISA’s CENTRIX or NATO

BICES.

5.2 Contractors Accompanying Deployed Forces. The contractor must maintain the requisite management capability to successfully support short-term contingency deployments to a Combatant Command theater (CENTCOM, PACOM, etc.). These missions could potentially involve processing personnel through a U.S. Army Combat Replacement Center to draw appropriate equipment and undergo stringent medical screening, coordinating government-provided life support in a deployed environment, and ensuring worker passports, visas, business licenses, and other legal requirements for foreign nations are processed in an expeditious manner.

5.3 Business Licenses and Visas. The contractor is expected to maintain adequate managerial staff to effectively and efficiently apply for and process the necessary business licenses, Visas, and other foreign nation work requirements for staff stationed outside the CONUS, which may or may not fall under a U.S. Status of Forces agreement.

6.0 SECURITY. Contractor personnel shall be U.S. citizens. All contractor personnel shall know and comply with applicable ASC and Army security and Cybersecurity regulations and policies. The Contractor is responsible for submitting requests for security investigations for all of its personnel in order to comply with applicable Army and DoD personnel security regulations and policies.

6.1 National Security Systems (NSS). Contractor personnel who will access and/or administer NSS (SIPRNET, CENTRIXS) are required to obtain a SECRET clearance based on a Single Scope Background Investigation (SSBI). Contractor personnel shall comply with all applicable security regulations, policies, and guidance during the performance of their duties.

6.3 Non-disclosure of Information. Contractor personnel shall protect Privacy Act data, sensitive data, and all other data encountered in the performance of their duties.

Contractors may only access client data with the express consent of the client or as required to support authorized law enforcement agencies.

6.4 Technical Security. Contractors will maintain compliance with Army Regulation (AR) 25–1, Information Management, AR 25-2, and AR 25-13, Telecommunications. In the event of a conflict between these documents and the contents of this PWS, the PWS shall be the superseding reference until the cognizant security proponent directs otherwise.

6.5 Personally Identifiable Information. The contractor will comply with Army and

ASC Regulations on protecting and reporting Personally Identifiable Information (PII).

7.0 ENVIRONMENTAL REQUIREMENTS

7.1 Compliance with Environmental Laws and Regulations: Contractor shall comply with all applicable federal, state, and local environmental laws, statutes, regulations, executive orders, permits, Army regulations (with supplements), as well as Major Subordinate Command (MSC) and installation regulation, policy, Host Tenant Agreement, Interagency Service Support Agreement, or Status-of-Forces Agreement.

Contractor shall immediately report any conflicts between applicable federal, state, local environmental laws, statutes, executive orders, and provisions of Army Regulation 200- 1, and any specifications within this contract to the COR.

7.2 Compliance with License and Certification Requirements: Contractor shall obtain all license and certification required by Federal, State, and Local environmental laws and regulations necessary to adhere to the specifications of this contract. The Contractor shall submit all plans, notifications, reports, submittal documents, and fees required by Federal, State, and Local environmental laws and regulations to the appropriate Federal, State, and Local authority and/or agency as necessary to adhere to the specification of this contract. All required licenses and certifications required by Federal, State, and Local environmental laws and/or regulations shall be considered a contract deliverable upon award.

7.3 Notification of Federal and State Regulators: Contractor shall immediately notify the Designated Government Representative (DGR) and COR of the arrival on site of any Federal, State, and/or DoD environmental regulator or enforcement agent and/or the receipt of any correspondence from a Federal or State environmental agency.

7.4 Inspections of Work Sites: Contractor shall submit to potential Federal, State, Army and installation work site environmental regulatory inspections and/or investigations into noncompliance, and fully cooperate with such inspections/investigations by providing the appropriate records and documentation.

Environmental regulatory agencies are authorized by law to inspect any work site for environmental compliance with regulatory requirements. If an inspection is conducted, it will not stop or disrupt ongoing contract activities. The inspection will only require the work site environmental officer, or supervisor/manager to answer questions and/or escort the inspector to specific work site areas with the potential to affect environmental quality.

7.5 Reporting Noncompliance: Contractor shall immediately report any nonconformance and/or noncompliance with applicable Federal, State or Local environmental laws, Army and installation environmental regulations or policies to the COR and DGR.

9.0 TRANSITION PLAN

9.1 60 Calendar Day Transitional Period

9.1.1 The incoming contractor shall meet with the incumbent to discuss current operations, administration, unique processes, and all other relevant conditions.

9.1.2 The contractor shall work with senior management as required to support the planning of transition activities within the organization. The contractor shall submit an interim transition plan, with the submission of their proposal, to include the procedures for the transition-in period; and the procedures for the transition-out period to a follow-on successor contractor. The transition plan shall be reviewed and updated as required during the period of performance.

9.1.3 The Government has the right to reduce the transition period with 30 calendar days advance notice to the Contractor.

9.2 Transition-In

9.2.1 The transition-in period shall be for up to 60 calendar days. At a minimum, the transition plan shall be inclusive of the transition of the documentation, operating procedures and other resources, including but not limited to, devices, equipment, databases and systems under as related to this PWS from the current incumbent contractor or the Government. The plan shall also include a training program for contractor personnel and a date for accepting responsibilities for each division of work described in the plan. The contractor shall execute its transition plan and work closely with the incumbent contractor or the Government to assure uninterrupted contract support.

9.2.2 Proposed staff levels during the transition-in period shall be included within the transition plan. Incoming contractor staffing levels during this transition are recommended as initial three week period at sufficient levels to begin the transition.

The second phase of the transition period should be at 70-100% staffing, with 100% staffing for the final two weeks. However, the contractor may propose a different staffing ramp-up during the transition period provided sufficient experienced personnel are available during the final 30 calendar day period to ensure that the contractor is fully prepared to assume responsibility for performance over the final 30 days of the transition period.

9.3 Transition-Out

9.3.1 The contractor shall develop and deliver to the Government a transition-out plan, allowing no more than 60 calendar days for an orderly transition to any potential new contractor to ensure that the level and quality of services are maintained. While this plan shall be due to the Government as part of proposal submission, the plan shall be updated as required during the period of performance. Outgoing vendor staffing levels during this transition are recommended as initial three week period at full staffing. The second phase of the transition out period should be at 60% staffing; and the final phase of the transition out period should be at 10% staffing. However, the contractor may propose less personnel during the transition period provided sufficient experienced personnel are available to ensure that the services called for by this contract are maintained at the required level of proficiency.

9.3.2 At a minimum, the transition plan shall be inclusive of the transition of the documentation, operating procedures and other resources, including but not limited to, devices, equipment, databases and systems as related to this PWS to any incoming contractor or the Government. The plan shall also include a training program to be conducted with the incoming contractor and a date for transferring responsibilities for each division of work described in the plan. The contractor shall execute its transition plan and work closely with the follow-on contractor or the Government to assure uninterrupted contract support.

Deliverables:

Transition-In Plan (30 days after contract award) Transition-Out Plan (30 days after contract award, updated 30 days prior to start of Transition-Out)

10.0 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). Published separately.

APPENDIX I

PERFORMANCE REQUIREMENTS SUMMARY

(PRS)

PERFORMANCE

REQUIREMENTS

PERFORMANCE

STANDARDS

METHOD OF

MEASUREMENT

PERFORMANCE

METRICS

Perform Priority 1, 2, and 3 Touch Labor tasks as directed by contractor Project Manager

Tickets are received and acknowledged IAW QASP standards

Review selected tickets monthly per QASP

95% of tickets acknowledged within guidelines

Ensure a high level of customer satisfaction throughout the project.

Customers receive prompt, courteous service.

Monthly sampling of customer surveys.

90% or better “satisfied” rating on selected group of customer surveys.

Ensure project coordination is conducted.

Contractor responds to all project RFI’s, attends IPRs as requested, updates actions as needed

Random Sampling of SharePoint Project Database.

Contractor provides input for and attends 100% of all scheduled IPRs.

Contractor maintains a minimum of 75% manning at all operating locations having 4 or more personnel

75% of agreed-upon staff are on the ground 100% of the time.

Verification of Manning Report data with COR.

75% of agreed upon staffing must be on job site and reflected on manning report at all times.

Perform Network Administration ensuring network connectivity with minimum interruptions and downtime.

Network maintained according to NETCOM, DoD and DA standards to include Active Directory configuration, Entitlement Management, ports, protocols and service requests.

Review Network Outage Report and incident reports.

Initial response within 30 minutes. Resolution within 4 hours provided there are not dependencies outside of contractor’s control.

Perform System Administration to include server and firewall maintenance, commissioning and decommissioning servers, firewall devices, intrusion prevention devices and intrusion prevention systems.

Servers and Firewalls are maintained according to NETCOM, DoD and DA standards.

Review of Server report and incident reports.

Work stoppage issues; initial response within 30 minutes, resolution within 4 hours.

Actions that are not work stoppage, but cause loss in worker productivity resolved within 2 days. Other issues, initial response within 24 hours.

Apply patches to mitigate Information Assurance Vulnerability Alert (IAVA) notices

100% of patches are responded to and installed as applicable by suspense. Plan of Actions and Milestones (POAM) filed for any patches that are applicable but cannot be applied by suspense.

Review of IAVA report. IAVA report filed and 100% of IAVA patches are installed as applicable prior to suspense date. POAM filed for any patches that are applicable but cannot be applied by suspense date.

Operate and facilitate Visual Information Systems, Desktop Video systems and Video Teleconferencing Systems.

Operate VTC codecs and provide support to VTC’s as required by customers with 85% or better customer satisfaction.

Review of customer surveys.

VTC connection maintained within contractor’s area of control 95% of the time.

Customer satisfaction for VTC support provided with 85% rate of satisfaction.

Submit required CDRL reports by suspense date.

All CDRL reports are submitted to COR on or before suspense date.

Review of CDRL reports

100% of reports are submitted with 90% accuracy to COR on or prior to suspense date.

Ensure all IAT personnel are properly registered in ATCTS, and certifications are uploaded into DMDC.

100% of 8570 training and computing environment certifications are verified, and all privileged account paperwork submitted

Submissions are verified by cognizant S6/IAM within 48 hours of arrival at workplace.

100% of all IAT personnel have submitted all required data within 48 hours of arrival at workplace.