Solicitation_Package_W56HZV-16-R-0267_Amendment_0002.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1. Contract ID Code Page Of

2. Amendment/Modification No.

3. Effective Date

4. Requisition/Purchase Req No.

5. Project No. (If applicable)

6. Issued By Code 7. Administered By (If other than Item 6) Code

8. Name And Address Of Contractor (No., Street, City, County, State and Zip Code)

9A. Amendment Of Solicitation No.

9B. Dated (See Item 11)

10A. Modification Of Contract/Order No.

10B. Dated (See Item 13) Code Facility Code

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of Offers is extended, is not extended.

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing items 8 and 15, and returning ____________ copies of the amendments: (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. Accounting And Appropriation Data (If required)

13. THIS ITEM ONLY APPLIES TO MODIFICATIONS OF CONTRACTS/ORDERS

It Modifies The Contract/Order No. As Described In Item 14.

A. This Change Order is Issued Pursuant To: The Changes Set Forth In Item 14 Are Made In

The Contract/Order No. In Item 10A.

B. The Above Numbered Contract/Order Is Modified To Reflect The Administrative Changes (such as changes in paying office, appropriation data, etc.) Set

Forth In Item 14, Pursuant To The Authority of FAR 43.103(b).

C. This Supplemental Agreement Is Entered Into Pursuant To Authority Of:

D. Other (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return _______________ copies to the Issuing Office.

14. Description Of Amendment/Modification (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

Except as provided herein, all terms and conditions of the document referenced in item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. Name And Title Of Signer (Type or print)

16A. Name And Title Of Contracting Officer (Type or print)

15B. Contractor/Offeror 15C. Date Signed 16B. United States Of America 16C. Date Signed

By (Signature of person authorized to sign) (Signature of Contracting Officer)

NSN 7540-01-152-8070

PREVIOUS EDITIONS UNUSABLE

30-105-02 STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA FAR (48 CFR) 53.243

SEE SCHEDULE

X

Firm Fixed Price

W56HZV

U.S. ARMY CONTRACTING COMMAND

WARREN, MICHIGAN 48397-5000

JEFFREY R. WOODS

EMAIL: JEFFREY.R.WOODS19.CIV@MAIL.MIL

W56HZV-16-R-0267

2017JUL11

X

X

2 signed

SEE SECOND PAGE FOR DESCRIPTION

1 25

CONTINUATION SHEET

Reference No. of Document Being Continued Page of

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

SECTION A - SUPPLEMENTAL INFORMATION

Buyer Name: JEFFREY R. WOODS

Buyer Office Symbol/Telephone Number: CCTA-HDT-B/(586)282-3742

Type of Contract 1: Firm Fixed Price

Type of Contract 2: Time and Materials

Kind of Contract: Service Contracts

*** End of Narrative A0000 ***

1. The purpose of Amendment 0002 to Solicitation W56HZV-16-R-0267 is to change the required personnel qualifications for Performance

Work Statement Paragraph C.2.7, Physical Network Maintenance and Repair Services.

2. Paragraph C.2.7, Physical Network Maintenance and Repair Services, has been changed from:

"...Contractor personnel performing these services must possess either CompTIA Security+ certifications, as well as any other industry certifications necessary for this type of data infrastructure work in an industrial environment."

to

"...Contractor personnel performing these services must possess either CompTIA Security+ certifications or 3-5 years of experience, as well as any other industry certifications necessary for this type of data infrastructure work in an industrial environment."

3. The Solicitation response date and time remain unchanged.

*** END OF NARRATIVE A0002 ***

2 25

W56HZV-16-R-0267 0002

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

SECTION C - DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

PERFORMANCE WORK STATEMENT -- Information Technology Equipment, Non-Tactical Radio, Unclassified Network (NIPRNET), and Local Database

Administration, Maintenance, Troubleshooting, and Repair Services at Red River Army Depot

C.1. REQUIREMENT OVERVIEW:

C.1.1. Red River Army Depot Overview. Red River Army Depot Directorate for Information Management (RRAD-DFIM) is an Information

Technology Infrastructure Library (ITIL)-based organization that provides Command, Control, Communications, Computers, and Information

Management (C4IM) support to business centers located on Red River Army Depot (RRAD). The RRAD-DFIM consists of four Divisions; the

Integrated Technology Division, the Information Systems Division, the Information Assurance Division, and the System Integration Support and Development Division. RRADs Unclassified Network (NIPRNET) serves RRADs 15,000 acre campus, with over 300 buildings, approximately

4,500 users, and more than 2,500 active workstations.

C.1.2. Underlying Architecture of Required Services. Under this Contract and affiliated Task Orders, the Contractor shall provide various information technology services described in the current approved C4IM service list Section J (Exhibit A) as approved by DA

CIO/G6 and contained in the Single DOIM Action Plan (SDAP). The Contractor shall provide all personnel, management, equipment, tools, supplies, materials, transportation, and any other items and services necessary to perform the functions described in this PWS, except those which are made available by the Government and specified in Section C.5.4 of this document or an individual Task Order. Contractor efforts under this Contract and affiliated Task Orders will focus on the following C4IM Service List Categories:

(a) 700.1.7 Storage Services (700.1.7.22 Local Touch Labor, Troubleshooting, Repairing)

(b) 700.2.1 Database Administration and Maintenance

(c) 700.3.1 Desktop Software Services

(d) 700.3.2 Software / Application Development

(e) 700.3.4 Computers and Peripheral Devices

(f) 700.5.1 Server Administration

(g) 700.6.1 External Networks

(h) 700.6.2 Virtual Private Network (VPN)

(i) 700.6.4 Local Area Network (LAN) / Campus Area Network (CAN)

(j) 700.6.7 Network Management

(k) 701.1.1 Telephone (701.1.10 Telephone Installation

Infrastructure)

(l) 701.10.1 Non-Tactical Trunked Radios (Land-Mobile Radios)

(m) 701.10.2 Non-Trunked Radios (Land-Mobile Radios)

C.1.3. Extent of Required Services. In support of these Categories, the Contractor shall provide all required aspects of operate and maintain (O&M) support at all IT support tier levels to successfully resolve reported problems and keep all RRAD-owned ADP equipment, non-tactical radios, locally-managed databases, and the RRAD unclassified (NIPRNET) network operating as designed. Within the C4IM

Functional Areas:

(a) Tier I is defined as the first tier of support that includes basic maintenance activities. Tier I activities include system administration, back-up procedures, network maintenance, database management and helpdesk basic troubleshooting. The Contractor shall provide Tier I support/coordination of enterprise issues.

(b) Tier II activities include supporting Tier I personnel, advanced troubleshooting (e.g., application and script-level troubleshooting), hardware/software updates, fixes and new releases, monitoring of current network and enterprise environment. Tier 2 is day-to-day operational functions.

3 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

(c) Tier III includes advanced maintenance activities that are performed by subject matter experts as well as those issues that cannot be resolved by Tier II. Tier III accomplishes specific application troubleshooting and escalates issues to the original equipment manufacturer (OEM) or application vendor.

This tier would also be involved in architecture design decisions, integrating various technologies and project reviews to determine if requirements exceed current infrastructure.

C.1.3.1 Full-Time Equivalents (FTEs). RRAD's day-to-day basic service needs shall be fulfilled by providing Full-Time-Equivalent (FTE) personnel, defined as personnel who are present at the RRAD facility on a set schedule similar to those of the customers they serve, and who, if employed continuously, would work a full 2,080 hours (40 hours per week) in support of this requirement within a 365-day period, exclusive of employer-sponsored vacation and other fringe benefits. In addition to the FTEs ordered per ordering period, the Government may order additional effort at an hourly rate. Orders for additional effort (e.g., emergency support or special "one-time" tasks such as new hardware or software rollouts) will be for no more than 6,000 hours per ordering period, and the Government may order from any of the labor categories listed in Attachment 0004 at the labor rates provided for in Attachment 0004. These orders may be placed on Time and Materials type orders.

C.1.3.2. Ordering and Overtime Authorization. All orders will be placed in writing as described in Clause 252.216-7006, Ordering. All overtime must be approved in advance in writing by the Contracting Officer unless otherwise authorized by Task Order language.

C.1.4. Regulatory Compliance and Work Location. The Contractor shall fully comply with the most recent and current federal, state, and local laws and regulations, RRAD-DFIM directives and instructions, and other documents set forth in Section C.3. All services will be delivered at Red River Army Depot located in Northeast Texas.

C.1.5. Start of Work. There will be a phase-in period commencing at award of the first Task Order, and ending no later than 30 days after Task Order award, for purposes of Contractor staffing, cross training, and familiarization. By the end of the phase-in period the

Contractor shall be prepared to perform this PWS and Task Orders in full, with all key and non-key personnel in place and performing assigned functions. The phase-in period shall be in accordance with FAR 52.237-3, Continuity of Services. As part of the phase-in period, the Contractor shall develop and submit a Technical and Management Work Plan (CDRL A001) within seven days of the initial Task

Order award. The plan shall include, at a minimum, a schedule for implementation and the following actions:

(a) Direct observation of tasks performed by current personnel.

(b) Familiarizing personnel with all requirements and procedures.

(c) Selection of trained and experienced personnel.

(d) Meeting all security requirements.

(e) Performing required training.

(f) A detailed explanation of potential phase-in period problems and how the Contractor will address those potential problems.

C.1.6. End of Work. 30 calendar days prior to the completion services under this Contract (e.g. the final Task Order), the Contractor shall enable management personnel of the incoming workforce to observe operations and performance methods, and complete the types of tasks described in Paragraph C.1.6, Start of Work. This will allow for orderly turnover of facilities, equipment, and records and will help to ensure continuity of service in accordance with FAR 52.237-3, Continuity of Services. The Contractor shall not defer any requirements for the purpose of avoiding responsibility or of transferring such responsibility to the succeeding Contractor. The

Contractor shall fully cooperate with the succeeding Contractor and the Government so as not to interfere with the successful transition between providers.

C.1.7. Operating Hours and Conditions.

C.1.7.1. Normal Working Hours of Operation. The current hours of operation for Contractor work are 0630-1700 hours, Monday through

Thursday, except for Federal holidays. Federal Holidays are observed as follows:

New Years Day -- January 1

M.L. King Birthday -- Third Monday in January

Washingtons Birthday -- Third Monday in February

Memorial Day -- Last Monday in May

Independence Day -- July 4

Labor Day -- First Monday in September

4 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

Columbus Day -- Second Monday in October

Veterans Day -- November 11

Thanksgiving Day -- Fourth Thursday in November

Christmas Day -- December 25

C.1.7.2. Continuous Service Availability. The Contractor shall ensure that service to customers is not interrupted during Contractor personnel break and lunch periods.

C.1.7.3. Hours of Operation Other-Than-Normal. Non-standard hours may be required in emergency situations, scheduled outage situations, call-out requirements, or other special situations as specified and approved by the Designated Government Representative (DGR) or

Contracting Officer's Representative (COR).

C.1.7.4. Closures and Shutdowns. Services covered by this PWS shall continue to be provided unless the Depot is closed or shut down by order of the Installation Commander or a higher authority. In the event of a site closure or shutdown, all work under this PWS except for critical support requests at the discretion of the DGR or COR will be suspended. The DGR or COR will inform the Contractor of the operating decisions. In a closure or shutdown scenario, the Government will not be liable for any costs incurred by the Contractor during this period other than those incurred responding to critical support requests.

C.1.7.5. Hazardous Weather. The Contractor shall report for work in accordance with the Red River Army Depot inclement/hazardous weather policy. The Depot is normally open for operation unless such operation would present a severe safety risk to Depot personnel.

C.1.7.6. Performance During a National Emergency. Upon notification by the DGR or COR, in cases of national emergency, the Contractor shall provide additional services necessary or appropriate to the resulting increase in operating tempo (OPTEMPO). These services may be required, and shall be provided 24 hours per day, 365 days a year for the duration of the emergency. If a National Emergency is determined, an equitable adjustment may be negotiated.

C2. REQUIRED IT SERVICES BY SERVICE TYPE:

C.2.1. AUTOMATED DATA PROCESSING EQUIPMENT (ADP) REPAIR AND MAINTENANCE SERVICES. Contractor personnel shall diagnose, troubleshoot, identify, and resolve hardware failures and software problems for end users, and shall coordinate the delivery, setup, installation, configuration, and testing of all Information Technology/Information System equipment (computers, peripherals, mobile devices, etc.)

owned by RRAD. Contractor personnel shall load applicable software, install various components, and replace or repair all RRAD-owned ADP equipment as necessary to ensure a productive, connected work environment for RRAD personnel and other Contractors utilizing RRAD equipment as Government-Furnished Equipment (GFE). The Contractor shall provide these services in support of all RRAD-owned ADP equipment located throughout the RRAD complex, consisting of rackmount and standalone servers, desktop, laptop, and tablet computer systems and connected accessories, office imaging equipment (e.g. printers, plotters, scanners, and fax machines), and similar equipment incorporated into RRAD production environments (e.g. label printers, bar code scanners, data acquisition units, and PC-based control systems). Contractor personnel performing these services shall possess CompTIA Security+ certification, and must be a Microsoft

Certified Solutions Associate (MCSA) and/or Microsoft Certified Technology Specialist (MCTS) Certification in one of the following areas of concentration: Windows 7 Configuration, Windows 10 Configuration, Windows Server Virtualization Configuration, Windows Server 2012

Applications Infrastructure Configuration, Windows Server 2012 Network Infrastructure Configuration, or Windows Server 2012 Active

Directory Configuration.

C.2.1.1. Preventative Maintenance and Software Patching. The Contractor shall perform preventative maintenance in accordance with industry best practices and equipment manufacturer recommendations, to ensure RRAD-owned IT equipment continues to function reliably as originally designed. The Contractor shall work with RRAD-DFIM Information Assurance Division personnel to apply patches and software updates where needed to ensure compliance with the Army Security Policy. The Contractor shall establish and maintain a maintenance program to ensure all preventative services are performed before wear and tear, dirt, or other conditions can lead to a hardware failure. Wherever possible, preventative maintenance shall be performed in such a way as to minimize impact to RRAD operations.

C.2.1.2. Hardware Repairs and Repair Coordination. When the Contractor determines a hardware failure has occurred, the Contractor shall repair or replace the equipment to return the affected RRAD user(s) to full functionality, and shall coordinate the acquisition of spare parts, repair-and-return of failed items, or use of any manufacturers' warranty to return RRAD-owned equipment to working order. The billing CLIN for replacement components will be specified at the Order level.

C.2.1.3. Replacement Parts. The Contractor shall maintain a small stock of common repair items for RRAD-owned ADP assets to facilitate fast repairs. Following a review of RRADs ADP assets and current spare parts inventory, the Contractor may acquire supplemental stock by submitting submit a reimbursable spare parts list (CDRL A002) with a total value not to exceed $10,000, to the Contracting Officer. Upon

Contracting Officer approval, this stock will be reimbursable under the appropriate CLIN specified on an active Task Order. These items, as well as all other replacement parts reimbursed under this Contract, are Government property.

C.2.1.3.1. Repair or Replace. The Contractor shall seek a repair-or-replace decision from the COR or DGR in the following situations, prior to commencing repair work:

(a) The failed equipment appears to have failed through abuse, 5 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

component theft, neglect, or improper installation (to ensure proper reporting of incidents).

(b) The failed equipment is more than five years old and requires more than $200 in parts.

(c) The failed equipment is likely to fail again due to a design flaw or other concern (e.g. it was a poor technical choice for its installation environment or end use).

(d) The failed equipment requires repairs exceeding 50% of its replacement cost.

(e) The equipment is difficult to support or is at risk for becoming unsupportable.

C.2.1.3.2. Replacement Parts Approval Threshold and Equipment Registration. Other than spare parts under $200 used to resolve equipment failures (e.g. hard drives), the Contractor shall submit a Rough Order of Magnitude (ROM) quote to the DGR or COR for approval before purchasing new hardware or software. Warranty or software registrations purchased under this Contract shall be identified as belonging to Red River Army Depot - Directorate for Information Management

C.2.1.4. ADP items integrated into other equipment. Where ADP equipment is connected to factory equipment or vehicle test systems, the

Contractor shall resolve all issues pertaining to the hardwares ability to connect to the other equipment and run software that facilitates this connection (e.g. restoring a test stand from a manufacturer or Government-approved image after replacing a failed generic PC component such as a hard drive). Factory machine programming and specific aspects of machine control software installed on a covered ADP item fall outside the intent of this Contract and shall not be attempted without the express authorization of the

Contracting Officer.

C.2.1.5. Defense Logistics Activity (DLA)-managed equipment. The Defense Distribution Red River Complex is located within the bounds of

RRAD. This is a different organization that provides its own ADP equipment support, with the exception of a cluster of RRAD-owned printers connected to the Logistics Modernization Program (LMP) system. When working within DLA-managed areas of the Installation which are typically clearly marked as such, Contractor personnel shall contact the COR immediately if they receive a ticket to work on equipment that isnt marked as RRAD property.

C.2.2. LMP-SPECIFIC AUTOMATED DATA PROCESSING EQUIPMENT (ADP) REPAIR AND MAINTENANCE SERVICES. In addition to the general maintenance and repairs performed to RRAD-owned ADP equipment described in Section C.2.1, the Contractor shall provide timely end-user technical support for the factory-floor applications and LMP-connected hardware used by RRAD production personnel, and LMP utilization and issue management visibility reporting for RRAD managers. The Contractor shall ensure computers used by production personnel are properly configured with the specialty applications relevant to the installation environment, such as the Electronic Technical Manuals (ETM) interface, and perform live and remote-desktop troubleshooting to isolate the cause of user-reported problems with these systems and installed LMP-connected applications. The Contractor shall trace and resolve hardware and connectivity issues related to LMP-controlled printers and data acquisition equipment such as bar-code scanners and RFID interrogators. The Contractor shall also assist all RRAD users with online Employee-Self-Service (ESS) time entry, and will review LMP ZCAT2 transaction codes to recover missing time and attendance information. Contractor personnel supporting factory-floor level LMP equipment shall be verifiably skilled in LMP or other production environment data acquisition methodologies, and possess CompTIA Security+, Windows 7 Enterprise Desktop Support, and Windows

10 Enterprise Desktop Support certifications.

C.2.3. LAND-MOBILE RADIOS (LMR), FORMERLY NON-TACTICAL RADIOS (NTR) REPAIR AND MAINTENANCE SERVICES. Contractor personnel shall maintain

RRADs fleet of vehicle-mounted and handheld Motorola Land-Mobile Radios (LMRs), consisting of approximately 650 handheld and 50 vehicle-mounted radios. Mission responsibilities encompass administration and management of the Motorola based Land Mobile Radio System hardware, software, and infrastructure components to include application software, processing platforms, executive software, gateways and local area network connections to radio equipment. Contractor personnel shall configure radios for use by all RRAD installation tenants, install radio sets and components into Government-owned vehicles, repair radio handsets and equipment, troubleshoot radio problems, and assist radio users with technical inquiries. When performing these duties, the Contractor shall record radio user and spectrum information in accordance with current RRAD procedures, and provide the information on request to RRAD Integrated Technology

Division personnel to ensure RRADs continued compliance with Army and Federal Communications Commission (FCC) regulations for LMR systems (CDRL A003). The Contractor shall obtain and install radio repair parts and log and perform repairs in accordance with the other terms of this Contract, but shall not purchase complete radios. Radio components are reimbursable under the CLIN specified at the Task

Order level. Contractor personnel working with RRADs radio system shall possess CompTIA Security+ certification and verifiable experience managing and repairing Motorola-based radio systems.

C.2.4. DEPOT INFORMATION VISUALIZATION SOLUTION (DIVS) MAINTENANCE AND ANALYSIS SERVICES. The DIVS system is an HTML-5 based frontend to a locally-maintained Oracle database with Java and Apache Tomcat middleware created by RRAD to improve Logistics Modernization Program

(LMP) data visibility at a level usable by line-level production personnel. This system gets its data from a manual LMP report extract uploaded daily by a Government employee. The Contractor shall maintain and upgrade the systems HTML-5 customer-facing canned report

6 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

viewing and report writing capabilities, and provide DIVS services spanning all aspects of local database and web service administration, including HTML 5 problem solving and updating, patching to ensure compatibility with local user PC configurations and network requirements (e.g. Java version compatibility), and database maintenance. The Contractor shall also program custom queries defined by the RRAD-DIFM Reporting Group using the systems middleware, validate data, and solve data display issues to answer RRAD business questions. Contractor personnel supporting DIVS shall possess CompTIA Security+ certification, as well as be verifiably skilled in all underlying DIVS technologies, including Oracle, SQL, .NET 3.5/4.0 Framework, and Apache Tomcat.

C.2.5. ORACLE DATABASE MAINTENANCE AND ADMINISTRATION SERVICES. RRAD personnel rely on approximately 40 Oracle databases of varying size and complexity used during the daily operation of RRAD working groups such as Resource Management, Public Works, Personnel, and

Emergency Services. The Contractor shall administer and maintain this series of databases, resolving issues with database performance, testing, Security Technical Implementation Guide (STIG) and patch implementation, and Oracle version migration. Contractor personnel supporting Oracle databases shall possess CompTIA Security+ certification, and be able to demonstrate extensive Oracle database maintenance and administration experience, such as the ability to install, configure & manage ORACLE Versions 11G & 12C as well as utilize various ORACLE applications such as, Forms & Reports, WebLogic 12c, SQL Plus, Identity, Access Management Suite, Business

Intelligence an ORACLE SQL Developer. Contractor personnel shall also be able to configure & manage AquaData software.

C.2.5.1. Oracle to SQL Database Migration. RRADs future plans involve migrating locally-controlled databases from Oracle to SQL. Upon receipt of a Task Order for this function, the Contractor shall provide personnel with the qualifications stated in Paragraph C.2.5 that can perform and manage migration-related tasks, transition all database maintenance processes to the SQL architecture, and provide the types of database administration services described in Paragraph C.2.5 for the new database architecture.

C.2.6. RRAD NIPRNET ADMINISTRATION AND REPAIR SERVICES. The Contractor shall act as a Senior System Administrator (SSA) in the RRAD

Information Assurance Division and keep the RRAD NIPRNET network infrastructure functioning properly. The RRAD NIPRNET network consists of Cisco routers and switches and Aruba wireless infrastructure supported by Windows-based policy servers. Contractor personnel working in this capacity will coordinate all administration and repair activities with the Government Network Manager, who has overall responsibility for the network. Network troubleshooting and problem resolution shall be conducted in accordance with Army regulations

25-1 and 25-2. Common tasks will include analyzing network statistics and troubleshooting complex network issues from the router to the user workstation, switch and router troubleshooting and configuration, VPN local troubleshooting and ticket handling, Cisco enterprise equipment RMA management, completing user move/add/change operations, and configuring newly-expanded parts of the RRAD NIPRNET necessary for RRAD production operations (e.g. a production line moving between buildings). Contractor personnel assigned in this capacity shall possess CompTIA Security+ and Cisco (or Army-sponsored equivalent) Certified Cisco Network Associate (CCNA) certifications.

C.2.7. PHYSICAL NETWORK MAINTENANCE AND REPAIR SERVICES. The Contractor shall resolve Network Open Systems Interconnection (OSI) Model

Layer 1 and 2 trouble tickets. The trouble tickets also involve troubleshooting and repairing analog and digital telephone systems to include Voice over Internet Protocol (VoIP) networks and accessories, and resolving connectivity issues involving data acquisition equipment in RRAD production environments. The Contractor shall install, test, and troubleshoot various types of communication cables

(e.g. CAT6, fiber-optic). Contractor personnel shall also serve as Computer Systems Support Specialists (CSSSs) for Red River Army

Depot. All work shall be performed in accordance with the United Facilities Criteria (UFC) 3-580-01, Telecommunications Interior

Infrastructure Planning and Design, the ANSI-TIA-568 telecommunications cabling standard, ISO/IEC 11801, and any other applicable standards relevant to the specific work environment. Contractor personnel performing these services must possess either CompTIA

Security+ certifications or 3-5 years of experience, as well as any other industry certifications necessary for this type of data infrastructure work in an industrial environment.

C.2.8. IT-RELATED TRAINING AND ACCESS COORDINATION SERVICES FOR RRAD USERS. The Contractor shall utilize systems such as the AMC CA

Service Desk Manager and the Army Training and Certification System (ATCTS) to ensure IT network and software platform access is enabled and IT-related training is completed for all of RRADs 4,500 employees. The contractor shall generate reports of users at-risk for losing network or software platform accessibility due to inactivity or recertification requirements, and work with Government Training

Coordinators and RRAD-DOIM personnel to resolve access or training completion issues before they can impact plant productivity. The

Contractor shall collect and process DD2875 forms and other required documentation to create and maintain access to required systems for all RRAD employees and approved contractor personnel. Contractor personnel performing these services must possess an Associates degree from an accredited institution or 3-5 years of verifiable customer service experience, demonstrated experience creating written office communications (e.g. e-mails, memos, newsletter content), and a high level of familiarity with Microsoft Office and the Windows 7 and

Windows 10 operating systems.

C.2.8.1. RRAD-DFIM Office Coordination and Organizational Communication Services. The Contractor shall use Adobe Live Cycle Designer and other forms creation tools to create and edit RRAD-specific local forms, Microsoft Publisher to create the weekly Red River Bulletin

Employee Newsletter, and troubleshoot and modify Government-produced Excel spreadsheets. The Contractor shall design content for mass e-mails to RRAD personnel, and ensure communications to the RRAD workforce are clear, concise, and consistent. The Contractor shall greet visitors to the offsite RRAD-DFIM facility, schedule conference rooms for use by RRAD-DFIM personnel, and serve as a collection point for RRAD-DFIM weekly Government Employee Significant Action Reports. Contractor personnel performing these services must possess an

Associates degree from an accredited institution or 3-5 years of verifiable customer service experience, demonstrated experience creating written office communications (e.g. e-mails, memos, newsletter content), and a high level of familiarity with Microsoft Office and the Windows 7 and Windows 10 operating systems.

C.2.9. RRAD IT ASSET MANAGEMENT SERVICES. The Contractor shall ensure the RRAD Property Book and all other IT recordkeeping systems are

7 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

kept current and accurate, and that new equipment received and old equipment turned in to the appropriate RRAD authority for disposition is added to or removed from RRADs asset management lists and databases. The Contractor shall complete all required Government paperwork necessary to provide proper accountability for RRAD-owned IT assets, such as the DA3161 Hand Receipt for portable equipment issued to

RRAD personnel, and will answer RRAD personnel inquiries regarding equipment turn in and issuance procedures. The Contractor shall ensure the appropriate RRAD-DFIM network administration personnel are notified of new equipment issuances and old equipment turn-ins to enable system image deployment and appropriate updates to the RRAD network whitelist. Individuals working in this capacity must possess an Associates degree from an accredited institution or 2-5 years of verifiable customer service or clerical experience, and be familiar with internet browsers and the Windows operating system.

C.2.10. PERFORMANCE EVALUATION. The Government will evaluate the effectiveness of the Contractors performance at its discretion, IAW the

QASP. The Governments QASP is not a substitute for Quality Control by the Contractor. All costs associated with rework are the responsibility of the Contractor. The Government reserves the right to choose the inspection methods to implement the QASP and to vary the inspection methods utilized during the work, without notice to the Contractor.

C.3. TECHNICAL MANUALS, FORMS, AND OTHER REFERENCES AND REGULATIONS APPLICABLE TO THIS PWS. Common Publications, Regulations, and Forms that apply to this PWS are listed in this Subsection. The Contractor is obligated to follow these publications and regulations, and use these forms. The Contractor shall be guided by these publications and regulations, and use these forms to the extent necessary to accomplish the requirements in this PWS, except as described herein.

C.3.1. Access to Publications and Federal Regulations. The Government will provide all publications and forms listed, or will provide access to the forms and publications listed through electronic means, at the start of the Contract.

C.3.2. Changes Affecting Performance. Supplements, amendments and/or replacements to listed publications from any organizational level may be issued during the life of the Contract. The Contractor shall take steps to identify such updates without relying on COR or DGR notification, and shall implement changes and notify the KO in writing of such changes where they affect Contract performance. The

Contractor shall identify and comply with the documentation requirements of all applicable Federal, state, and local statutes. It is the Contractors responsibility to stay abreast of any changes that occur to ensure continued compliance.

C.3.3. Government Intervention or Authority. Any task set forth in any such reference which calls for the exercise of discretionary

Government authority that cannot be delegated shall be subject to the final approval of the Government official having such authority.

C.3.4. Technical Manuals and Industry Standards: In addition to Technical Manuals and Industry Standards referenced elsewhere in this

PWS, and applicable State or Local standards or regulations, all work shall be conducted in accordance with the following publications and Army Regulations, which will be made available to the Contractor by the COR if not readily accessible by the Contractor online, and are listed for information, reference, (military specifications and standards) and compliance purposes:

Federal Policies, Guidelines, and Regulations:

Display format:

-- Reference

-- Mandatory or Advisory

-- Link or Print

Electronic Government Act of 2002

Mandatory http://csrc.nist.gov/drivers/documents/

Presidential Directive PDD-63 Critical Infrastructure Protection

Mandatory http://csrc.nist.gov/drivers/documents/

Federal Information Security Management Act

Mandatory http://csrc.nist.gov/drivers/documents/

Office of Management and Budget Circular A-130, Appendix III, Security of Federal Automated Information Resources

Mandatory http://csrc.nist.gov/drivers/documents/

29 CFR 1910, Department of Labor, Occupational Safety and Health Act

Advisory http://www.osha.gov/

29 CFR 1920, Department of Labor, Occupational Safety and Health Act

Advisory

8 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

http://www.osha.gov/

29 CFR 1926, Construction Regulations

Advisory http://www.osha.gov/

29 CFR 1960, Department of Labor, Occupational Safety and Health Act

Advisory http://www.osha.gov/

40 CFR, Protection of Environment

Advisory http://www.osha.gov/

Department of Defense Policies, Guidelines, and Regulations:

Command, Control, Communications, Computers, Intelligence, Surveillance, and Reconnaissance

Advisory http://www.defenselink.mil/

Defense Information Technology Registry (DISR)

Advisory https://disronline.disa.mil/

DOD Directive 3025.15, Military Assistance to Civil Authorities

Advisory http://www.dtic.mil/whs/directives/index.html

DOD Directive 5100.76, Physical Security Review Board

Advisory http://www.dtic.mil/whs/directives/index.html

DOD 5200.1-R, Information Security Program

Mandatory http://www.dtic.mil/whs/directives/index.html

DOD 5220.22-M, National Industrial Security Program, Operating Manual

Advisory http://www.dtic.mil/whs/directives/index.html

DOD Directive 5230.24, Distribution Statements on Technical Documents

Mandatory http://www.dtic.mil/whs/directives/index.html

DOD Instruction 5200.40, Information Technology Security Certification and Accreditation (DITSCAP)

Advisory http://www.dtic.mil/whs/directives/index.html

DOD Manual 5220.22, National Industrial Security Program Operating Manual

Mandatory http://www.dtic.mil/whs/directives/index.html

DOD Directive 5230.25, Withholding of Unclassified Technical Data from Public Disclosure, Privacy Act of 1974

Mandatory http://www.dtic.mil/whs/directives/index.html

DOD Directive 7740.1, DOD Information Resources Management Program

Advisory http://www.dtic.mil/whs/directives/index.html

DOD Directive 8500.1, Information Assurance

Mandatory http://www.dtic.mil/whs/directives/index.html

DOD Instruction 8500.2, Information Assurance Implementation

9 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

Mandatory http://www.dtic.mil/whs/directives/index.html

Department of Defense 8510.1-M DITSCAP Application Manual

Advisory http://www.dtic.mil/whs/directives/index.html

DOD 8570.1M, Information Assurance Workforce Improvement Program, Mandatory http://www.dtic.mil/whs/directives/index.html

DOD Instruction 8580.1, Information Assurance in the Defense Acquisition System

Mandatory http://www.dtic.mil/whs/directives/index.html

DOD United Facilities Criteria (UFC) 3-580-01, Telecommunications Interior Infrastructure Planning and Design

Mandatory http://www.dtic.mil/whs/directives/index.html

Department of the Army Policies, Guidelines, and Regulations:

Army Regulation 5-17, The Army Ideas of Excellence Program (AIEP)

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 11-2, Internal Management Controls

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 15-1, Boards, Commissions, and Committees-Committee Management

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 25-1, Army Information Management

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 25-2, Information Assurance

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 25-12, Communications Security Equipment Maintenance and Maintenance Training

Mandatory http://www.army.mil/usapa/epubs/

--(Available ONLY from Army Knowledge On-Line. Follow the links to access AKO or contact the COR for further guidance)

Army Regulation 25-30, The Army Publishing and Printing Program

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 25-50, Preparing and Managing Correspondence

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 25-51,Official Mail and Distribution Management

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 25-52, Authorized Abbreviations, Brevity Codes, and Acronyms

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 25-55, The Department of the Army Freedom of Information Act Program

Advisory

10 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

http://www.army.mil/usapa/epubs/

Army Regulation 25-400-2, The Army Records Information Management System (ARIMS) Mandatory http://www.army.mil/usapa/epubs/

Army PAM 25-1-1, Information Technology Support and Services

Mandatory http://www.army.mil/usapa/epubs/

Army PAM 25-1-2, Information Technology Contingency Planning

Mandatory http://www.army.mil/usapa/epubs/

Army PAM 25-403, Guide to Recordkeeping in the Army

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 190-5, Motor Vehicle Traffic Supervision

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 190-13, The Army Physical Security Program

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 190-16, Physical Security

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 190-51, Security of Army Unclassified Property (Sensitive and Non-Sensitive)

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 200-1, Environmental Protection and Enhancement

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 335-15, The Department of the Army Management Information Control System

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 340-21, The Army Privacy Program

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 380-5, Department of the Army Information Security Program

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 380-40, Policy for Safeguarding and Controlling Communications, Security (COMSEC) Materials

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 380-53, Information Systems Security Monitoring

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 380-67, DA Personnel Security Program

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 381-12, Subversion and Espionage Directed against the United States Army (SAEDA)

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 385-10, The Army Safety Program

11 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

Mandatory http://www.army.mil/usapa/epubs/

Army Regulation 385-40, Army Accident Investigation Reporting

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 420-40, Historic Preservation

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 420-47, Solid Waste Management

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 525-13, Antiterrorism

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 525-13, Infrastructure Risk Management (Army)

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 600-63, Army Health Promotion

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 600-86, Army substance Abuse Program

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 700-139, Army Warranty Program

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 710-1, Centralized Inventory Management of the Army Supply System

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 710-3, Inventory Management Asset and Transaction Reporting System

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 725-50, Requisitioning, Receipt and Issue System

Advisory http://www.army.mil/usapa/epubs/

Army Regulation 735-5, Policies and Procedures for Property Accountability

Advisory http://www.army.mil/usapa/epubs/

Army PAM 735-5, Financial Liability Officer's Guide

Advisory http://www.army.mil/usapa/epubs/

C.3.5. FORMS. Most Government forms are readily available online, and the COR will provide any forms that are not, upon Contractor request. Issuance of additional publications and forms, and any updates to existing publications and forms applicable to this PWS will occur throughout the life of this PWS. For convenience, the following list details forms that may be required during Contract performance:

Display format:

-- FORM

-- TITLE

-- Link

12 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

DA Form 12-Series

Army Publications and Distribution http://www.army.mil/usapa/eforms/

DA Form 17

Requisition for Publications or Blank Forms http://www.army.mil/usapa/eforms/

DA Label 18-1

Mailing Label Without Indicia http://www.army.mil/usapa/eforms/

DA Form 200

Transmittal Record http://www.army.mil/usapa/eforms/

DA Form 272

Request of Vouchers to a Stock Record Account http://www.army.mil/usapa/eforms/

DA Form 285A

U.S. Army Accident Investigation Report http://www.army.mil/usapa/eforms/

DA Form 348

Equipment Operators Qualification Record (Except Aircraft) http://www.army.mil/usapa/eforms/

DA Form 410

Receipt for Accountable Form http://www.army.mil/usapa/eforms/

DA Form 444

Inventory Adjustment Report (AR) http://www.army.mil/usapa/eforms/

DA Form 1045

Ideas for Excellence Program Proposal http://www.army.mil/usapa/eforms/

DA Form 1222R

Routing Slip http://www.army.mil/usapa/eforms/

DA Form 1594

Daily Staff Journal Duty Officers Log http://www.army.mil/usapa/eforms/

DA Form 1687

Notice of Delegation of Authority-Receipt for Supplies http://www.army.mil/usapa/eforms/

DA Form 1818

Individual Property Pass http://www.army.mil/usapa/eforms/

DA Form 2028

Recommend Changes to Publications and Blank Forms http://www.army.mil/usapa/eforms/

DA Form 2062

Hand Receipt/Annex Number http://www.army.mil/usapa/eforms/

13 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

DA Form 2064

Document Register for Supply Actions http://www.army.mil/usapa/eforms/

DA Form 2404

Equipment Inspection and Maintenance Worksheet http://www.army.mil/usapa/eforms/

DA Form 2407

Maintenance Request http://www.army.mil/usapa/eforms/

DA Form 2407-1

Maintenance Request Continuation http://www.army.mil/usapa/eforms/

DA Form 2765-Series

Request for Issue or Turn-In http://www.army.mil/usapa/eforms/

DA Form 3161

Request for Issue or Turn-In http://www.army.mil/usapa/eforms/

DA Form 3318

Record of Demands http://www.army.mil/usapa/eforms/

DA Form 4283

Facilities Engineering Work Requests http://www.army.mil/usapa/eforms/

DA Form 4755

Employee Report of Alleged Unsafe or Unhealthy Working Conditions http://www.army.mil/usapa/eforms/

DA Form 4949

Administrative Adjustment Report http://www.army.mil/usapa/eforms/

DA Form 5513-R

Key Control Register and Inventory http://www.army.mil/usapa/eforms/

DA Label 18

Official Business Address Label http://www.army.mil/usapa/eforms/

DA Label 18-1

Mailing Label w/o Indicia (Pinfeed) http://www.army.mil/usapa/eforms/

DA Label 87

For Official Use Only Cover Sheet http://www.army.mil/usapa/eforms/

DD Form 250

Material Inspection and Receiving Report http://www.army.mil/usapa/eforms/

DD Form 254

Contracts Security Classification Specifications http://www.army.mil/usapa/eforms/

DD Form 314

14 25

Name of Offeror or Contractor:

PIIN/SIIN MOD/AMD

Preventive Maintenance and Schedule http://www.army.mil/usapa/eforms/

DD Form 1351-2

Travel Voucher or Subvoucher http://www.army.mil/usapa/eforms/

DD Form 1556

Request, Authorization, Agreement, Certification of Training and Reimbursement http://www.army.mil/usapa/eforms/

DD Form 1662

DOD Property In The Custody of Contractors http://www.army.mil/usapa/eforms/

DD Form 2564

Annual Report-FOIA http://www.army.mil/usapa/eforms/

OF 41

Routing and Transmittal Slip http://www.army.mil/usapa/eforms/

OF 65 A, B, C

U.S. Government Message Envelopes http://www.army.mil/usapa/eforms/

OF 346

US Government Motor Vehicle Operators Identification Card http://www.army.mil/usapa/eforms/

C.4. SPECIFIC PERFORMANCE REQUIREMENTS: The following requirements apply to all work performed under this PWS and as described in individual Task Orders:

C.4.1. Use of the RRAD Help Desk Ticketing System. The Contractor shall utilize The Army Materiel Command (AMC) CA Service Desk Manager

System to receive and document all service requests and preventative maintenance performance. Service requests will be placed by RRAD-

DFIM Help Desk Personnel after their attempts to assist the Customer have failed to resolve the problem. While performing services on-

Depot, the Contractor shall refer all Customer inquiries to the RRAD-DFIM Help Desk for resolution. "Walk-up" customer requests must be coordinated with and approved by the COR or DGR before beginning work.

C.4.1.1. Asset Tracking During Service Performance. As part of the ticketing process, the Contractor shall use the Government's ticketing software to log all activities that involve work performed to Government IT assets, including the Serial Number (SN) and local

Bar Code Number (BCN) of any equipment moved, repaired, exchanged, or altered.

C.4.1.2. Ticket Management and Referral. All incoming Help Desk tickets shall be examined promptly by the Contractor. Help Desk tickets pertaining to matters outside of Contractor control, such as problems with the operation or content of Government Web resources not related to local configuration or connectivity, shall be returned to the RRAD Help Desk, along with instructions for further action, if available. All communications with RRAD users shall be positive and upbeat in nature, and shall encourage Help Desk use.

C.4.1.3. Ticket Completion. Tickets and their affiliated issues will be considered complete by the Government when the affected RRAD user(s) have been restored to full functionality, or when the Contractor is able to document that the problem lies outside of local control and has returned the ticket to the Help Desk. When responding to Help Desk Tickets, the Contractor shall take steps to ensure that all problem resolutions result in a seamless experience for the affected RRAD user(s), with files and settings restored, specialty software programs installed, and changes briefed to the user before considering the ticket resolved.

C.4.1.4. Ticket Resolution Strategy. The Contractor shall attempt to resolve tickets in such a way as to minimize the impact to affected

RRAD user(s).

C.4.1.5. Ticket Response Times. Tickets are considered responded to when the Contractor has either resolved the problem and returned the affected user(s) to a pre-incident condition, or has successfully diagnosed the problem and initiated a resolution acceptable to the COR or DGR. The Contractor shall respond to incoming Tickets within the following timeframes:

(a) High-priority tickets,…