W911SA22R3004 Questions 24Nov2021 (USAR updated 2021-12-22).xlsx

XLSX spreadsheet 68 KB Posted Jan 19, 2022

Attached to: The United States Army Reserve (USAR) Command, Control, Communications, Computers, and Information Management (C4IM) Information Technology (IT) Support Services
Solicitation number: W911SA22R3004
Issued by: Department of the Army Materiel Command Mission and Installation Contracting Command Fort McCoy

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Other files

File	Type	Posted
W911SA22R3004 Industry Day Sign in.xlsx	XLSX spreadsheet	Dec 2, 2021
USARC CIO_G6 C4IM IT Services Industry Day CUI_8 Nov draft.pptx	PPTX presentation	Nov 16, 2021
W911SA22R3004 Industry Day Sign in.xlsx	XLSX spreadsheet	Nov 16, 2021
W911SA22R3004 Review Comments Matrix for C4IM RFI.xlsx	XLSX spreadsheet	Nov 5, 2021
IT Services PWS 2021-10-25 Sep_v2.4 (1).docx	DOCX document	Oct 27, 2021
Attachment 3 - USAR Site List - Snapshot in Time (updated 2021-10-25).xlsx	XLSX spreadsheet	Oct 27, 2021
Attachment 12 - Workload Data.xlsx	XLSX spreadsheet	Oct 27, 2021
Attachment 13 -ARNEC IT Criteria Manual.pdf	PDF	Oct 27, 2021
Attachment 5 - C4IM Services List - Adapted by USAR.xlsx	XLSX spreadsheet	Oct 27, 2021
Attachment 9 - Weekly Ticket Report.xlsx	XLSX spreadsheet	Oct 27, 2021
Attachment 15 - List of Software Licenses.xlsx	XLSX spreadsheet	Oct 27, 2021
Attachment 4 - USAR Equipment List - Snapshot in Time (1).xlsx	XLSX spreadsheet	Oct 27, 2021

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Industry Comments

	Provide Recommendations and Suggested Changes
Index	Identify Document	Page/Para#	Comment/Recommendation	Rationale	Disposition	Question Date
1	PWS	PWS 1.4.1	Would the Government please clarify the specific responsibilities of the contractor under this contract regarding circuit actions. Is it the successful offeror’s responsibility to source and procure circuits or to coordinate with a Government required circuit provider to coordinate from the Demarcation point?		To coordinate with a Government required circuit provider to coordinate from the Demarcation point. Government will review PWS for appropriate changes.	11/10/21
2	Attachment 12 - Workload Data		Would the Government please provide a breakdown of the approximate number of personnel by LCAT at each location.		Primary location: Program Manager and alternate; service leads; communications planners; NOC/SOC, most network, data center, and cybersecurity engineers and technicians, administrative tech support, enterprise architecture; logistics, asset mgmt, license mgmt, headquarters customer support; and warehouse personnel.

Secondary location: some network and data center O&M support.

Tier I personnel can be located at a contractor provided call center (CO/CO) or telework, as determined by offeror.

Tier II shall be located at various facilities across CONUS to provide efficient/effective service, including touch labor.

Fort McCoy: Security system monitoring/O&M.	11/10/21	x
	3	PWS	PWS 1.13	Would the Government please clarify which “centers” are Government provided and which are contract provided (i.e., is the Service Desk in Government provided facilities or in Contractor provided facilities)?	Please see PWS para. 1.4.5 Customer Service for details	11/10/21
	4	PWS	PWS Para 1.4.2 and 5.1.4.2	For telephone services billing review, is the Government providing software tools for the receipt, storage, tracking and inventory management of invoices and accounts?	Contractor may use any software found on Attachment 15 - List of Software Licenses on ARNet or make recommendations for better tools.	11/10/21
	5	PWS	Para 1.4.2 and 5.1.4.2	Does billing review include inventory management of circuits and local services? If so, how will the inventory be generated, where will the inventory be maintained and what frequency will the inventory be reported?	The incumbent maintains an inventory. Information will provided during transition period. Please see PWS para 1.28.1 Coordinate with the Government to validate or establish requirements and associated performance objectives for services.	11/10/21
	6	PWS	Para 1.4.2 and 5.1.4.2	Does the the Government have contracts with LECs/CLECs? If so, who negotiates and maintains, and ensures compliance with the contracts?	The contract is called a Customer Service Agreement (CSA), each of which appears as a separate line item on a phone bill.

Contract compliance is guaranteed by FCC rules governing phone companies.

Review of phone bills identifies administrative issues.	11/10/21
	7		PWS Para 1.4.2 and 5.1.4.2	How many LECs/CLECs will the contractor be dealing with?		18 LECs/CLECs; ~1400 accounts.	11/10/21
			Attachment 12 - Workload Tab	Where is billing included on the workload data?		No data is available.	11/10/21
	9		PWS Para. 1.4.2 Voice Services	What systems or applications does the Government currently use to support E911 features on the Enterprise VoIP network?		Red Sky Technologies. Review Attachment 15 for inclusion.	11/10/21	Review Attachment 15 for inclusion.
	10	PWS	PWS Para. 1.4.2 Voice Services	Will the contractor be required to set up and maintain full E911 addresses/locations for all VoIP devices on the network?		Please see Also Please see PWS para. 5.1.4 Voice Services. 911 is complete. E911 is approximately 50% complete.	11/10/21
	11		PWS Para. 1.4.2 Voice Services	The PWS mentions 7,000 phone lines used to support emergency services, elevators, arms vaults, fire alarm lines ect.. What type of phone lines are these?		Plain old telephone service (POTS). Please see Part 2 Definitions.	11/10/21
	12	PWS	PWS Para. 5.1.4 Legacy Phone Line Billing	Will the government furnish the software monitoring tools for the Enterprise VoIP system or will the contractor be required to provide and set up these system/applications?		Please see Attachment 15 - List of Software Licenses. Government owns the VoIP monitoring tools.	11/10/21
	13	PWS	PWS Para. 1.12 Hours of Operation	Will the Government define what distinguishes between Tier I and Tier II Customer Support for the purposes of hours of operation?		Please see PWS para. 1.12 Hours of Operation:
Contractor shall provide Tier I customer service and network monitoring / management services 24 hours per day, 7 days per week, 365 days per year (24x7x365). Tier II customer support shall be provided from 7:00 a.m. to 7:00 p.m. Eastern Time weekdays and during battle assembly weekends.	11/10/21
	14	PWS	PWS Para. 1.29.4 Ticket Analysis Report	Will the Government define what type of tickets are to be reported on in the ticket analysis report? (i.e., Data, NIPR SIPR, Voice, etc)		Please see Attachment 9 - Weekly Ticket Report for an example. All trouble and request tickets are included.	11/10/21
	15	PWS	PWS Para 1.4.2 Voice Services; Para 5.1.4 Voice Services; Para 5.1.4.1 Legacy Phone Lines; Attachment 4 USARC Equipment	Will the Government provide an inventory of Legacy PBXs to be maintained? There is currently no mention of these.		Please see Attachment 4 - USAR Equipment List - Snapshot in Time. Legacy PBXs are absent from equipment list because there are none.	11/10/21
	16	PWS	PWS Para 1.4.2 Voice Services; Para 5.1.4 Voice Services; Para 5.1.4.1 Legacy Phone Lines;	Will the Government provide a USARC Circuit Inventory of PRIs, BRI, POTs lines, CENTREX lines, etc?		Please see PWS para. 1.28.1 Coordinate with the Government to validate or establish requirements and associated performance objectives for services. Inventory will be provided during transition period.	11/10/21
	17	PWS	PWS Para 1.4.2 Voice Services; Para 5.1.4 Voice Services;	Will O&M for Conference Call Services or for Teams Conference Call Services be required?		No. That is provided by the Army 365 team.	11/10/21
	18	Attachment 12	Attachment 12 Workload Data Line# 35 Service Desk and all tabs	Will the Government clarify if Telecommunications/Voice Service Desk Analysts' workload has been included?		Telecom/voice services are included in ticket count. An exact breakout is not available.	11/10/21
	19		PWS Para 1.4.2 Voice Services	Regarding monitor services from NOC, are there locations with stand-alone TDM or VoIP systems that cannot be proactively monitored from the NOC. If so how many and where are they located?		Please see Attachment 4 - USAR Equipment List - Snapshot in Time. No legacy PBX's or stand alone VOIP instances remain in service.	11/10/21
	20		PWS Para 1.4.2 Voice Services	Regarding telephone services, is the contractor expected to interface directly with service providers and if so will a LOA be provided? Is the contractor tasked with negotiating best rates available?		Yes, the contractor will interface directly.
Yes, an LOA will be provided (if KO agrees).	11/10/21
	21	PWS	PWS Para 1.4.2 Voice Services	How many telephone billing accounts are there?		Approximately 1400	11/10/21
	22	PWS	PWS Para 1.4.2 Voice Services	How many telephone billing invoices are there?		Approximately 1400; slightly over 95% are electronic	11/10/21
	23	PWS	PWS Para 1.4.2 Voice Services	Is the contractor required to maintain inventory of all circuits and lines?		Please see PWS para. 5.1.4.1, "manage moves, adds, changes, delete actions for 7,000 phone lines" and para. 5.1.4.2 "provide telephone services billing review." Contractor determines how to accomplish these tasks and whether an inventory will be necessary.	11/10/21
	24	PWS	PWS Para 1.4.2 Voice Services	Are there other services required under this task such as calling cards, conference cards, 800 numbers?		Please see PWS para. 5.1.4.1. Long distance services will be managed through DISA Store Front.	11/10/21
	25	PWS	PWS Para 1.4.2 Voice Services	Is the contractor responsible for the installation, operation, and maintenance of referenced phone lines to include the dispatch of technicians for touch labor when necessary?		Please see PWS para. 5.1.4.1 Contractor shall manage add, move, change, and disconnect actions for approximately 7,000 phone lines associated with emergency services...Respond to life/safety phone line outages.	11/10/21
	26	PWS	PWS Para 1.4.6 Admin/Tech	Is this inclusive of voice service circuits and lines with regards to providing asset management?		Please see PWS para. 5.1.4.1, "manage moves, adds, changes, delete actions for 7,000 phone lines" and para. 5.1.4.2 "provide telephone services billing review." Contractor determines how to accomplish these tasks and whether an asset inventory will be necessary.	11/10/21
	27	PWS	PWS Para 1.12 Hours of Opera	Is there an additional tier 1 and tier 2 customer service management requirement for voice services?		Please see PWS para. 1.4.2 amd para 5.1.4.1. Voice services, enterprise VOIP, consists of nearly 7000 POTS lines which provide emergency services. Contractor determines staffing levels required to accomplish the tasks.	11/10/21
	28	PWS	PWS Para 1.13 Place of Perform	Is this reference of Tier II personnel for network and voice?		Please see PWS para. 1.4.2 Voice Services: Monitor enterprise voice services 24x7x365 in NOC.	11/10/21
	29	PWS	PWS Para 1.29.6	Can report be in PDF form?		Please see PWS para. 1.29.6. It must be in Excel format.	11/10/21
	30	PWS	PWS Para 1.29.6	This implies that all telephone bills would be received directly by the contractor from phone companies. As such, many invoices are received electronically. Are electronic bill format acceptable for audit?		Yes. Government will review PWS for appropriate changes.	11/10/21
	31	PWS	PWS Para 5.1.1	Is the operation of a particular system or portal required for the ordering, activation, operation, and maintenance of network circuits?		Ordering data circuits is not part of this contract. Please see PWS para. 5.1.1 WAN circuits. Contractor shall activate, monitor, operate, and maintain network circuits	11/10/21
	32	PWS	PWS Para 5.1.2	Are there any systems that are stand-alone and not capable of remote monitoring?		No. Please see Attachment 4 - USAR Equipment List - Snapshot in Time for more details.	11/10/21
	33	PWS	PWS Para 5.1.4	Are there any stand-alone voice systems that are not capable of remote monitoring?		No. Please see Attachment 4 - USAR Equipment List - Snapshot in Time for more details.	11/10/21
	34		PWS Para 5.1.4.2.1	How are electronically received bills to be stored?		Please see PWS para. 5.1.4.2.1 Approximately 5% of telephone bills are received on paper shall be scanned on a monthly basis. Scanned and electronic bills shall be stored in a Government specified location.	11/10/21
	35	PWS	PWS Para 5.1.5.4	Will current “as is” cable plant documentation be provided?		Yes. Please see PWS para 1.28.1 Receive from predecessor copies of all instructions, records, databases, task order performance metric data, vendor points of contact, and all other procedures used by the predecessor in the performance of the task order(s).	11/10/21
	36	PWS	PWS Para 5.1.4	Are there requirements to dispatch technician for local touch labor?		Please see PWS para. 1.4.2 Operate and maintain redundant enterprise session controllers, voice firewalls, telephones, calling features, voice mailboxes, auto attendant, DSN connectivity, e911 service, long distance, integrated messaging system	11/10/21
	37		PWS Para 5.4 COMSEC	Are the COMSEC Devices referenced in Attachment 4 only accounting for network encryption devices?		Yes.	11/10/21
	38	General RFI question		Request that USARC provide Section L (Proposal Instructions) and Section M (Source Selection Criteria) and also discuss same at the fiorthcoming Industry Day.	Important for Industry to be apprised of the information and format that USARC will require for the proposal and also indicate how bidders will be graded on submissions.	At this time, the Government will release Section L and M at the time of solicitation.
	39	Attachment 9 - Weekly Ticket Report and
Attachment 12 - Workload Data		Were these Attachments provided as examples of the type reporting expected by USARC, or was USARC seeking recommendations on how to revise the reporting format? Please advise.
	Clarification on information sought by USARC.	These are samples. Contractor may propose their own format.
	40	Attachment 4 - Equipment List

and

Attachment 15 - List of Software Licenses		Do Attachment 4 and 15 reflect the GFE Equipment and Licenses as mentioned in the PWS? Will the Prime Contractor have responsibility to refresh the Equipment at some particular interval? Will as-a-service provisioning of equipment and services be considered by USARC in establishing the acquisition method?	Clarification on information sought by USARC and preferences for equipment handling through refresh cycles.	Please see Attachments 4 and 15 are the lists of the equipment and licenses mentioned in the Please see PWS. Equipment and licensing remain Government owned items.
	41	General RFI question	Page 3/Para. 1.4.1 and
Page 49/Para. 5.1	Reference WAN NOC and SOC performance requirements to be satified. How will the vendor monitor and be held responsible for circuits provided by Lumen?	MPLS circuits traverse the greater network. A third party cannot fully monitor or control a network without inside visibility.	Please see Attachment 15 - List of Software Licenses. Monitoring tools that provide visibility to remote sites are provided by Govt.
	42	General RFI question		Will this support include the planning and execution of Infrastructure Modernizations (technical refresh/insertions)?	This will require the ability to stand up temporary project groups to evaluate modernization efforts and plan for their execution (project management)	See para. 5.6.3.3 Contractor shall use hardware and software databases, plus serviceability, reparability, criticality, and cyber compliance information to recommend lifecycle replacements and schedules for hardware and software.
	43	PWS- Section 1.4.5	Provide walk up customer services for approximately 900 users at HQ USARC	Can USARC define "walk-up" services? Is this to include on-site help desk support for asset replacement/repair?	Clarification on support sought by USARC and preferences for walk-up services	Onsite helpdesk support for customers in the headquarters which can be reached by walking into G-6.
	44	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	Page 13/Para 1.20	The PWS states," Contractor shall Provide a Program Manager, Operations Manager, and all Service Leads who shall be responsible…" In 1.20.1 Qualifications for all Key Personnel. The only requirements list Program Manager and Other key personnel qualifications. Please list the Operations Manager experience.	Operations Manager experience is needed in order to ensure proposed individual meets the Government's expectations.	Refers to Service Desk Operations Manager. Government will review PWS for appropriate changes.
	45	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	N/A	Will there be a reading room and if so, when will access be granted?	In order to facilitate the highest level of competition and comprehensive proposal responses, recommend the Government make a reading room available to all offerors with additional information needed to develop detailed staffing and solution approaches for each PWS 5.0 task area. This would include access to current policies and procedures, inventories by location, and metrics on volume of effort by type of task activity.	Policies and procedures are stored on ARNet.
	46	PWS	1.4	What is the version, licensing, and warranty support status of the current CA ServiceDesk tool?	Understanding current status enables determination of current ticketing tool capabilities and supports AoA/ROI assessments regarding alternatives	Please see Attachment 15 - List of Software Licenses.
	47	PWS	1.4	Does the Government require privileged and root users in support of retaining 'operational command and control?'	Multiple 'root' users from different organizations requires clearly delineated roles and responsibilties, supported by robust auditing and configuration management tools	Operational command and control (C2) is not the same as operations and maintenance (O&M) of the network. C2 is an inherently governmental function.
	48	PWS	1.4.3	Are data synchronized between IPN #1 and IPN #2 via synchronous replication technologies?	Synchronous replication maintains consistency between end-points and supports higher levels of resiliency and availability, albeit at higher cost	Please see PWS para 1.28.1. Receive from predecessor copies of all instructions, records, databases, task order performance metric data, vendor points of contact, and all other procedures used by the predecessor in the performance of the task order(s).
	49	PWS	1.4.5	O&M for printers is described, but Attachment 4 does not list printers or locations. Can the government provide a list of the makes, models, locations, and warranty status of current printers?	Printers require regular and on-demand servicing, utilizing trained and certified technicians for each Make/Model	This is for the printers at the headquarters, fewer than 50. Contract for printers is subject to change. The Tier III support described is provided by the printer vendor.
	50	PWS	1.1O	Are any of the buildings or work areas within the scope of this contract potentially include exposure to hazardous materials, including lead paint or asbestos?	Mandatory training and certification requirements are applied when working in potentially hazardous environments	Some USAR facilities were built prior to 1972. Each DPW maintains information on their own facilities. Contractor will not be performing any construction under this Please see PWS.
	51	PWS	1.10.6	Can the Government detail what other equipment may be required to be operated and where CDLs are required?	A CDL or other specialized license requires specific staffing, tracking, and validation processes to be implemented and mainatained	Please see PWS para. 3.2 for details.
	52	PWS	1.13	what capabilities and services are currently provided out of the Fort McCoy location?	Fort McCoy is identified as a support location, however it is unclear as to the support requirements Fort McCoy provides to the USARC mission	Please see PWS para. 1.4.3. The network based security system is located at Fort McCoy.
	53	PWS	5.8	what is the size of the current warehouse for logistics and warehouse services?	current sizing estimates enable accurate pricing while delivering required capabilities	TBD
	54	Attachment 3		Do all of the indicated sites receive the same level of SLA response or are some Sites receiving higher levels of support?	Critical USARC mission elements can be supported using enhanced service delivery solutions, including positioning additional resources or configuring tailored response procedures	All sites receive the same support.
	55	Attachment 3		Is AK and HI considered part of the pacific region, as described in Section 1.2?	USINDOPACOM typically includes Hawaii (but not Alaska) while both are usually not considered in CONUS	Yes, please see Attachment 14 - IT Services Map.
	56	Attachment 3		The site list does not enumerate the identified OCONUS sites referenced in section 1.2: "a few in puerto rico, Europe, Asia, and the Pacific Region"	Specific support solutions are typically required based on country and mission requirements	Please review Attachment 3. The site list included Guam, American Samoa, Puerto Rico, UK, Germany, Italy, Korea, Japan, Alaska, Hawaii, and Saipan.
	57	Attachment 3		Do the VIPs identified in Column J reflect all of the identified VIPs? CW5s, CSMs, and SMs are not identified in the spreadsheet.	A complete accounting of all designated VIPs enables appropriate support models to be designed and implemented	Identified sites are commands. CW5, CSM, and SM are NOT commmanders.
	58	Attachment 4		Can the government provide additional details regarding the equipment listed, including current warranty/support status, modules/cards included, and licenses applied?	Large infrastructure components (including enterprise storage and network hardware) are composed of a chassis (listed) and mulitple cards/modules to enable specific support cpabilities. The cards, along with the associated licenses and warranties, provide the required level of detail to undertand the functionality and capabilities of the components	N/A
	59	Attachment 4		Much of the equipment is potentially ready for tech refresh. Is the intent to replace this hardware in place at the designated IPNs and other locations?	A technology refresh of this size is a major acquisition, planning, and execution activity. Understanding the Government's intent (while not committing to a particular course of action) enables better alignment of support resources and support solutions	Lifecycle planning and equipment refreshes are supported by this contract.
	60	Attachment 4		What version and products of VMware are currently being used?	VMware provides multiple products and versions to support enterprise data center requirements. Understanding what VMware products are installed and utilized enables tailored solutions with lower transition and operational risk	Please see Attachment 4 - USAR Equipment List - Snapshot in Time. USARC runs current versions of VM.
	61	Attachment 9		Is the Army Enterprise Service Desk (AESD) the initial Tier 1 service desk for USARC and represented in these metrics?	CIO/G-6 policy federated mulitple service desks, including USARC at Tier 1, however the ticket resolution metrics appear to represent a USARC-specific Tier 1 capability	Please see PWS para. 1.4.5 Provide Tier 1 Contractor owned/Contractor (CO/CO) operated virtual or physical customer service desk which is the initial contact point for all incidents, problems and requests available 24x7x365. Customer service desk is reached either by toll free number or web access.
	62	Attachment 9		Does/Is the difference between rows 19 and 20 on the Monthly Scorecard represent the on-premises HQS ('walk-up') support?	It is important to have a reasonable understanding of the total requirement to properly scope support personnel to meet the requiremetn.	Row 19 is ALL tickets; row 20 is tickets handled by Tier 1. This is a sample report. Estimated ticket counts are included in Attachment 12.
	63	Attachment 12		Does the 112,673 man-hours reported in the workload data sheet represent the total reported support hours for this effort?	Is this workload data against known requirements or a plug number?	Estimated for the data included.
	64	Attachment 12		Can the Government confirm the numbers in row 9 on the 'Ticket Averages' worksheet?	Scope of tickets required to adequately propose HD requirements.	Attachment 12 is confirmed.
	65	Attachment 12		Can the Government confirm the formula in row 7 on the 'Ticket Averages' worksheet?	Scope of tickets required to adequately propose HD requirements.	Attachment 12 is confirmed.
	66	Attachment 12		Not a question per se: Row 8 on the 'Ticket Averages' worksheet implies there are 100 FTEs on the Tier 1 service desk…	Scope of worksheet implies there are 100 ftes on the tier 1 service ticket averages' worksheet implies there are 100 ftes on the tickets required to adequately propose HD requirements.	The data is provided for analysis.
	67	Attachment 13		This document was affixed with the seal of a BICSI-certified RCDD, however the requirements for a RCDD have been removed from this latest version. Is it the Government's intent not to have the Contractor certify installations and relevant technical deliverables by a RCDD going forward?	RCDDs typically inspect and certify installations or modifications, including data center upgrades, power changes, etc. Given the likely technology refreshes required during this PoP, RCDDs are envisioned to play an important role in assisting with design discussions and ensuring/validating changes to the environment meet applicable code and compliance requirements	Language does not include "certify."

Please see PWS para. 5.1.5.3 Contractor shall provide planning, review, and technical assessment of IT transport requirements, drawings, plans, documentation, and implementation of IT infrastructure for USAR facilities.

68	Attachment 15		Does the government intend to associate licenses and quantities with the list of software?	Software quantities enables a more thorough understanding of the requirements and supports more accurate support solutions	This is a sample of the types of software currently on the network.
69	General RFI question		Request that USARC provide the intended Price Model and also discuss same at the forthcoming Industry Day.	Important for Industry to be apprised of the pricing template and format that USARC will require for the proposal so business methodologies can be refined by Industry to offer the Government most responsive and economical proposals.	A Firm fixed price contract through Army CHESS.
70	Attachment 4 equipment list		lots of phones and computers any thoughts peripherals to attach like headsets, speakers, cameras,…	working efficently in a hybrid status	More information is required to answer.
71	Attachment 4 equipment list		any thoughts about devices as a service, i.e. headsets as a service , extended warranties?	extend life span out and better customer service	Procurement of equipment/hardware/software are not part of this Please see PWS.
72	Attachment 4 equipment list		what is your plan for video collaboration from meeting room areas and remotely?	in the hybrid way of work video has become a necessity.	DOD currently uses Microsoft TEAMS.
73	Attachment 4 equipment list		does all your employees have the necessary tools to work in the new hybrid situation?	Productivity is the key. The right tools will keep workers working efficiently and productive.	More information is required to answer.
74	IT Services PWS 2021-10-25 Sep_v2.4(1).docx		The objective of this Performance Work Statement (PWS) Is to obtain reliable secure network capabilities, enhanced operational effectiveness, and reduced capital and operations costs through operational consolidation. Is the Government anticipating a contractor to provide or incorporate innovative or emerging tools to the contract? In support of this objective, enable bidders to propose innovative or emerging tools by providing an FFP CLIN.	Since this is a 5 year contract with constant Army emerging technologies, “enhanced operational effectiveness and reduced capital and operations costs” is the Government anticipating a contractor to provide or incorporate innovative or emerging tools to the contract? Will the Government provide an FFP CLIN?	Government is anticipating Contractor will provide information on innovative or emerging tools and improved processes that could increase reliability, reduce costs. Approved tools would be procured by Government, then implemented and incorporated by Contractor.	11/24/21
75	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 1.4.6	Should PWS 1.4.6 be titled, “Enterprise Architecture, Service Management, and Service Design”?	The service category is shown as “Administrative and Technical Services” but the bullets describe the requirements in PWS 5.6, “Enterprise Architecture, Service Management, and Service Design”.	Government will review PWS for appropriate changes.	11/24/21
76	Attachment 5 – C4IM Services List, Tab “Tasks by Service Area”	Row 104-109	Should rows 104-109 be titled, “Enterprise Architecture, Service Management, and Service Design”?	The service category is shown as “Administrative and Technical Services” but the bullets describe the requirements in PWS 5.6, “Enterprise Architecture, Service Management, and Service Design”.	Government will review PWS for appropriate changes.	11/24/21
77	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.2.1	Please provide the locations for the primary and secondary datacenters.	To provide a current footprint.	Please see PWS 1.13	11/24/21
78	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 1.1.13	USARC with current Tier II support	Please provide annual ticket counts (input and resolved) by month and location for current Tier II support outside USARC HQ.	Please see Attachment 12 Workload Data and Attachment 9 - Weekly Ticket Report for ticket counts.

Tickets cover the entire enterprise and any Tier II tech can work any ticket assigned.

(CSB for location of Tier II techs)	11/24/21
	79	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 1.10.6 and PWS 3.4	Please confirm that vehicles and forklifts discussed in PWS 1.10.6 are included as part of Government Furnished Equipment in PWS 3.0, specifically PWS 3.4, Equipment.	Provides clarification and insight to the requirement: Contractor personnel who operate Government furnished equipment shall possess a valid state driver's license or a Commercial Driver’s License (CDL), if required.	Please see PWS para. 3.2 Facilities. The Government will provide Contractor personnel with work spaces with laptops, storage space, seating, telephone service, and network connectivity at Government facilities, where Contractors, including Tier II techs, are assigned for duty. Government shall provide warehouse workspace, tables, chairs, network connectivity, printer, printer supplies, storage space, shelving, pallets, pallet jack, forklift, and packaging and shipping materials. Warehouse personnel shall be certified to drive a forklift.	11/24/21
	80	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 3.4	Please confirm that the Government will provide all laptops, replicator ports, keyboards and monitors for staff located remotely or in CO/CO facility.	Provides clarification and insight to the requirement: Government will provide necessary IT equipment to include laptops, replicator ports, keyboards and monitors.	Please see PWS para. 3.4 Equipment. Government will provide necessary IT equipment to include laptops, replicator ports, keyboards and monitors. - This means ALL. No non-USAR equipment is permitted on ARNet/SARNet.	11/24/21
	81	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.9	Please provide metrics on the document tasks identified in PWS 5.9.2 – 5.9.2.7 that are included in the administrative and technical services.	Metrics will provide bettering understanding for the PWS 5.9.2-5.9.2.7 requirements.	Please see Attachment 12 - Workload provides the only metrics available.	11/24/21
	82	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 1.4.4	Does USAR require that the offeror’s response include a zero trust architecture within the Period of Performance?	Provides clarification and insight to the requirement on Comply to connect architecture.	will be removed	11/24/21
	83	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 1.4.2	In regards to the 7,000 legacy phone lines requirement: Will this number of phone lines reduce? Is this number the desired endstate number to maintain?	Provides clarification and insight to PWS 1.4.2	This number may reduce; we do not expect it to go over 7000.	11/24/21
	84	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.1.5.1	What % of USARC rack face elevations, floor diagrams, and tech specifications are completed for covered installations and offsites?
Are those specifications at RMF standards of being updated and evaluated within the last year?	Provides clarification and insight to PWS 5.1.5.1	Approximately 50% are complete - the work of several years. They are reevaluated as changes occur.	11/24/21
	85	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 1.4.5	Is touch labor required for O&M service to printers? If yes, at what locations and what quantities of printers at those locations?	Provides clarification and insight to PWS 1.4.5	All printer contracts include Tier III (vendor) service. O&M in this context includes identifying whether the print server is at fault, if there is a connectivity issue within the building, change out printer cartidges, to call the printer service tech when necessary, and similar actions. Government will review PWS for appropriate changes.	11/24/21
	86	Attach 4 Equipment List	Equipment list-TACLANEs	Are the specified 273 KG175D and 2x 175A located at the two data center sites?	There are 273x KG 175Ds. And PWS 5.4 requires touch labor to maintain COMSEC equipment. Are the specified 273 KG175D and 2x 175A located at the two data center sites? Provides clarification and insight to PWS 5.4.	They are at 273 USAR sites.	11/21/21
	87	General		Request for additional exhibits	The most important exhibits are not attached. Those are the performance requirements and the deliverables. Little can be discerned without them. When do you anticipate the performance requirements and deliverable be made available for all bidders?	A full solicitation package, to include all attachments, will be available at the time of solicitation. The intent of this RFI is receive input from industry.	11/21/21
	88	General		Clarification on equipment list and location information	There is no correlations between the equipment list and the location information. It is important to know where the equipment is located. Please confirm this will be made available. Also important is the model and age of the equipment. Will this information be released prior to the final RFP?	See para. 1.4.1, 5.1.3.1, 5.6.3.1 , and 5.8.1.7. The equipment is located at the USAR facilities and monitored centrally at the NOC/SOC. Models of equipment is included in Attachment 4. Age depends on the exact date any one piece of equipment was procured. A single model may have been bought several years in succession. Lifecycle replacement is driven by end of life of each model. Replacement for unrepairable equipment is covered under vendor warranty.
	11/21/21
	89	General		Request for architectural information for sites	There is no architectural information provided for any sites. When do you anticipate the architectural information provided for any sites to be available prior to Final?	Site architecture is critical unclassified information which will be provided upon award.	11/21/21
	90	General		Clarification on BICSI document	The BICSI document is a standard. There is no clearly identifiable workload data supplied for facility work and definitely no travel information. When will this be released?	a) The ARNEC Criteria is a supplement to Army's I3A criteria. It is included as mandatory technical criteria by US Army Corps of Engineers for USAR construction contracts. It is stamped by USAR's RCDD as also meeting the more stringent BICSI standards.
b) Current travel level is ~500 trips per year for site surveys, etc., and ~250 trips for break/fix touch labor.	11/21/21
	91	General		Clarification on workload data	All workload data appears to be categorized by ITIL Services categories. There is no correlation between that data and the data provided in the Army C4IM Services list. There is little supporting information for what the metrics reported to the Army metrics program represents. For example metric “700.3.28 Response time for non-priority user incident requests related to unclassified desktop/peripheral support services is listed is listed as 7018 for metric one and 6993 for metric 2”. What do these responses represent? Time, numbers within accepted standards or something else?	Please see Attachment 12 - Workload Data, Tab "C4IM Metrics Definitions."	11/21/21
	92	General		Clarification on ticket data	The ticket data provided shows many rather dramatic total increases without any explanations. What are root causes of these surges?	Some are due to increased workload on Battle Assembly Weekends. Some of it is the result of enterprise wide changes made to the network or laptops. The latter are generally cyber driven. Please see PWS para 1.28.1 Coordinate with the Government to validate or establish requirements and associated performance objectives for services.	11/24/21
	93	General		Request for location data	There is absolutely no information about where contractors are currently located. Would Government provide where contractors will be located at subordinate units, or will subordinate units have their own support contracts for onsite touch labor?	Subordinate units receive base ops support from this contract, with limited assistance from onsite personnel. S6/G6 perform some IMO functions and mission support functions for their units. Please see PWS para 1.28.1 Coordinate with the Government to validate or establish requirements and associated performance objectives for services.	11/24/21
	94	General		Request for travel data	There is no travel data provided at all. What is the current contractor travel effort?	Current travel level is ~500 trips per year for site surveys, etc., and ~250 trips for break/fix touch labor.	11/24/21
	95	General		Clarification on work provided as a service	Some of the current work is provided by staff augmentation, other work is provided as a service. What is the break out? Is the work currently provided as a service included in this solicitation?	This is a non-personal services Please see PWS.	11/24/21
	96	General		Request for existing processes and procedures	There is no data on existing processes or procedures as well as inputs and outputs. When will this information be provided?	Please see PWS para. 1.28.1 Coordinate with the Government to validate or establish requirements and associated performance objectives for services. Information can be provided during the transition period.	11/24/21
	97	General		Clarification on strategic planning	Some of the strategic planning tasks appear to be inherently governmental. Is the KO willing to certify they are not and that the winning contractor will not be banned from competing on the future projects that come out of this effort?	KO cannot certify. USARC CASO and SJA have reviewed.	11/24/21
	98	General		Request for workload information on warehouse operations	There is no workload information provided on the warehouse operations. Is this warehouse used by other entities within the USARC or other Fort Bragg assets?	This warehouse is used by USARC only.	11/24/21
	99	General		Clarification on administrative work	Wording of administrative work in some areas gets dangerously close to personal services. There is a significant difference between writing memorandum and other documents for government employees and reviewing and editing that work. Will USARC please provide clarification of this work area?	More information is required to answer.	11/24/21
	100	General		Clarification on structure of effort as a service or as staff augmentation	Parts of this RFI are structured as Services and parts are structured as a Staff Augmentation effort. Will the USARC and the KO clarify if the solicitation is all services, all staff augmentation or a mixture of the two?	More information is required to answer.	11/24/21
	101	PWS	PWS 2.1 Definitions	Request for Tier III data	Tier III services are defined in the Definitions section, and are listed as a bullet in the Industry Day slide "Services Required", but there are no tasks related to Tier III services. Please provide the Government's requirements for Tier III services support.	From Please see PWS para. 2.1: Tier III. This service level is typically a service provider or a hardware/software vendor that is able to make changes to underlying components of the device or service being used in order to resolve incidents.	11/24/21
	102	PWS	PWS 1.2 Background	Clarification on CSfC capabilities	Is USAR deploying Classified Solutions for Classified (CSfC) capabilities?	Currently in pilot.	11/24/21
	103	PWS	PWS 1.13 Place of Performance	Request for Tier II personnel locations	This section states that "Contractor shall locate Tier II personnel geographically in USAR centers to optimize services. Distribution shall take into account population and command structure." Please provide current locations of Tier II personnel.	The bulk of Tier II are located at General Officer Commands. Please see Attachment 3 - USAR Site List - Snapshot in Time.	11/24/21
	104	PWS	PWS 5.1.5.1 Site Surveys	Request for onsite and desktops survey numbers	Please provide the number of onsite and desktop surveys conducted per month.	About 4 on average. These are extensive surveys. Check sheets and other information will provided during transition.	11/24/21
	105	PWS	PWS 5.5 Enterprise Customer Service Desk	Request for service ticket system	Please provide the service ticket system that will be in use at the start of the period of performance.	Computer Associates Service Desk	11/24/21
	106	PWS	PWS 5.5 Enterprise Customer Service Desk	Request for Automatic Call Distribution System	Please provide the Automatic Call Distribution system that will be in use at the start of the period of performance.	Verizon proprietary information.	11/24/21
	107	PWS	PWS 5.6.1.2	Request for service continuity test info	Please provide the average number of service continuity tests conducted per month.	Please see PWS para 5.6.1.1 requires quarterly tests	11/24/21
	108	PWS	PWS 5.6.2.4	Request for business case analysis info	Please provide the average number of business case analyses for Government proposed systems and initiatives conducted per month.	1 per month	11/24/21
	109	PWS	PWS 5.6.2.6	Request for information exchanges info	Please provide the average number of information exchanges coordinated per month.	Unknown	11/24/21
	110	PWS	PWS 5.7	Request for ongoing projects info	Please provide the average number of small, medium, and large ongoing projects per month.	22 concurrent projects on average	11/24/21
	111	PWS	PWS 5.7	Request for transition info	Please provide the anticipated number of projects to transition to the new contractor at the start of the period of performance.	About 22 projects	11/24/21
	112	PWS	PWS 3.6.2.1.1 and Attachment 3	Clarification on VIP info	PWAS 3.6.2.1.1 defines VIPs as follows: General Officer, Senior Executive Service, Colonel, GS-15, Chief Warrant Officer 5, Command Sergeant Major, and Sergeant Major. Attachment 3 identifies VIPs in Column J, but only includes O-6 thru O-9. Please provide VIP information for all designated VIPs.	Unknown	11/24/21
	113	PWS	PWS 1.4 Scope	Request for OLA	Please provide current Operational Level Agreements (OLA) in place with the incumbent contractor.	None	11/24/21
	114	PWS	PWS 1.4 Scope	Clarification on scope impact	Please provide other contracts that provide IT support to USAR that impact the scope of this contract.	None	11/24/21
	115	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.5.4	Contractor shall have a first call resolution rate of 65% for all calls.

Request current elevated permission granted to Enterprise Customer Service Desk agents.	Need to understand the elevated permissions the service desk agents have to reduce the risk of over hiring Tier II agents and under hiring Tier I agents. Tier I agents must have elevated permissions to resolve incident calls to meet the 65% SLA.	Contractor determines workload mix, staffing, and permissions required.	11/24/21
	116	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.1.1	How many operational circuits does USARC currently maintain?

Please provide a breakdown of WAN, LAN, etc…

How often are new circuits provisioned by USARC?	Knowing this information will enable us to identify FTE support for the Network Team and where they should be located.	658 circuits currently. One WAN. 658 LAN/CANs. About a dozen new circuits are provisioned yearly, with an equal or greater number disconnected.	11/24/21
	117	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.1.4.1	Respond to routine outages within 24 business hours 100% over the month.	What is USARC's definition of "Respond"?	Investigate the cause and initiate restoration procedures. Government will review PWS for appropriate changes.	11/24/21
	118	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.2.7	Contractor shall maintain an active software delivery repository to add and remove licenses with both push and pull capabilities with an uptime of 99.8% over the month.	Does USARC have a current software repository today? If so, what toolset is being used.	Yes. Microsoft SCCM and CA Software Center.	11/24/21
	119	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.3.5	Contractor shall provide assistance to USAR subordinate commands regarding application of IT standards, certifications, and training requirements.	How often do USAR subordinate units request assistance from the current vendor in an average year? What is the average duration of the support? Risk if this is a large requirement it may be understaffed. Cybersecurity is high-visibility and would garner unwanted attention if it fails.	Currently the assistance is limited and the HQ Is the validation of all USAR Accounts. Approx 58K users are validated .	11/24/21
	120	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.3.6 Compliance Management	USARC identifies specific SLAs with short timeframes for managing and implementing compliance requirements.	Please provide the comprehensive current spreadsheet of SLAs. Please provide the current Compliance Management process. Also, does USARC recognize this process are a success or needs improvement?	Tickets cover the entire enterprise. The contractor will determine the best method for how to accomplish the tasks in the PWS.	11/24/21
	121	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.3.8 Security Devices	Network security stack uptime is 100% over the month.	Does the current USARC security stack solution provide 100% uptime? If not, what is the uptime for the last 12 months?	Ability ingress/egress to ARNet through one or another of USARC security stacks over the last 12 months is 100%.	11/24/21
	122	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	5.5 Enterprise Customer Service Desk	Contractor shall provide a virtual or physical enterprise-wide customer service desk to manage tickets for USARC services.	Does the current USARC solution service management toolset provide acceptable results?	Recommendations in all areas are included in this Please see PWS.	11/24/21	x
	123	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.5.5	Contractor shall acknowledge tickets within 2 days from when received at Tier II.	What is USARC's definition of "Acknowledge"?	"Acknowledge" is a function with in the ticketing system. It is the first step a technician takes when working tickets.	11/24/21
	124	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.5.4	Breaks down incident resolution and escalation times for incident tickets.	Does USARC have a priority resolution matrix with definitions? If so, please provide.	The ticketing system does set, with some input, the priority of work.	11/24/21
	125	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.5.6	Reporting metrics scorecard	Is the current reporting metrics scorecard produced using fully manual calculations, fully automated calculations or a combination of both? This tells us if this an immediate AI opportunity or not.	Contractor will determine how to extract data and perform calculations.	11/24/21
	126	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	PWS 5.6.1 IT Continuity of Operations Planning	Operations plan	Does USARC have current and approved COOP and DR plans?	Yes. Please see PWS para 1.28.1 Receive from predecessor copies of all instructions, records, databases, task order performance metric data, vendor points of contact, and all other procedures used by the predecessor in the performance of the task order(s).	11/24/21
	127	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	page 32; para 5.2.8 Knowledge Operations	Please list the applications that interface with Dynamics 365	To provide better clarity on software services.	This requirement is to build reports using existing tools. However, please see PWS para 1.28.1. Receive from predecessor copies of all instructions, records, databases, task order performance metric data, vendor points of contact, and all other procedures used by the predecessor in the performance of the task order(s).	11/24/21
	128	Attachment 9 Weekly Ticket Report	Spreadsheet	What is the number of Tier III tickets received and closed?	To provide better clarity on the workload on the service desk	Tier III tickets are those referred to hardware and software vendors. The number is unknown.	11/24/21
	129	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	page 36; para 5.6.3 and attachment 15	Please expand attachment 15 to include a column detailing a short description of the software function.	To provide better clarity on the current services.	Descriptions are available on vendor websites.	11/24/21
	130	IT Services PWS 2021-10-25 Sep_v2.4(1).docx	page 3; para 1.4.5 customer service	Currently, how are operating systems installed when new devices, laptops, other end user equipment are received from the vendor?	To provide better clarity on the workload for provisioning new assets	As in the commercial world, hardware is received with the OS preloaded. Further configuration occurs after delivery using automated tools.	11/24/21
	131	IT+Services+PWS+2021-10-25+Sep_v2.4+28129	p2/para 3	As reads "Contractor shall use Government approved customer service ticket system…". Can you please identify which vendor system that is? Will the government consider a tech insertion for a different solution?	Would like to understand the incumbent technology for staffing/skill alignment and if we can propose a more robust alternative solution for the customer service ticket system.	Current system is Computer Associates (CA) Service Desk.	11/24/21

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