TMSS PWS 2025.pdf

PERFORMANCE WORK STATEMENT (PWS)

Training Management and Scheduling System (TMSS) Software Support Services

Medical Center of Excellence (MEDCoE)

Fort Sam Houston, Texas

Part 1

General Information

1. GENERAL: This is a non-personal services contract to provide helpdesk support specific to the

Training Management and Scheduling System (TMSS) software. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the

Government.

1.1 Description of Services/Introduction: The Contractor shall provide technical expertise, personnel, materials, supervision, and other items and non-personal services necessary to perform helpdesk support as defined in this Performance Work Statement (PWS), section 5 except for those items specified as government furnished property and services. The Contractor shall perform to the standards in this contract.

1.2 Background: TMSS has been installed in the TRADOC cloud environment by Serco, the sole sourced vendor. This contract will be for use of TMSS services and helpdesk support.

1.3 Objectives:

- Receive Helpdesk Support for system errors and user questions

- Receive patches/system updates as available for the system

1.4 Scope: The contractor shall provide Helpdesk support in accordance with this PWS. The contractor shall provide system patches during a scheduled Authorized Service Interruption (ASI) as patches are made available. ASIs must be scheduled at least one week in advance or by exception if determined as a critical patch due to system vulnerability.

1.5 Period of Performance: The Period of Performance shall be for a 12-month base period from the contract award with four (4) twelve-month option periods. 1.6 General Information

1.6.1 Federal Observed Holidays: The contractor is not required to provide support on these federal holidays.

- New Year’s Day, January 1st

- Dr Martin Luther King, Jr. Day, 3rd Monday in January

- Washington’s Day, 3rd Monday in February

- Memorial Day, Last Monday in May

- Juneteenth National Independence Day, June 19th

- Independence Day, July 4th

- Labor Day, 1st Monday in September

- Columbus Day, 2nd Monday in October

- Veterans Day, November 11th

- Thanksgiving Day, 4th Thursday in November

- Christmas Day, December 25th

1.6.2 Hours of Operation: The Contractor is responsible for conducting business, between the hours of

0700-1700 Central Time Monday through Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons.

1.6.3 Place of Performance: The work to be performed under this contract will be performed at the contractor facility to provide remote support services for TMSS and its users.

1.6.4 Quality Control Program (QCP): The Contractor shall develop and maintain an effective QCP to ensure services are performed in accordance with (IAW) this PWS. The QCP must be forwarded to and accepted by the KO. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of deficiencies. The Contractor’s QCP is the means by which the Contractor assures that the work complies with the requirement of the contract. The QCP is to be delivered within 30 days after contract award by electronic copy. A comprehensive written QCP shall be submitted to the KO and

COR within 5 working days when changes are made thereafter. After acceptance of the QCP the

Contractor shall receive the contracting officer’s acceptance in writing of any proposed change to the QCP.

1.6.5 Quality Assurance: N/A

1.6.6 Type of Contract: The Government will award a Firm Fixed price contract.

1.6.7 Security Requirements: Work under this contract is Unclassified. Contractor personnel performing work under this contract do not need a security clearance.

1.6.8 Special Qualifications: N/A

1.6.9 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with

Federal Acquisition Regulation (FAR) Subpart 42.5. The KO and Contracting Officer’s Representative

(COR) shall meet periodically with the contractor to review the contractor's performance. At these meetings the KO will apprise the Contractor of how the Government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues.

1.6.10 Contracting Officer’s Representative (COR): The COR will be identified by a separate letter. The

COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: Assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance;

maintain written and oral communications with the Contractor concerning technical aspects of the contract;

issue written interpretations of technical requirements, including Government drawings, designs, and specifications; monitor Contractor's performance and notifies both the KO and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.11 Key Personnel: The Contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer. The contract manager or alternate shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. The contract manager or alternate shall be available between 0800 – 1630, Monday through Friday except Federal holidays or when the Government facility is closed for administrative reasons. Qualifications for all key personnel are listed below:

1.6.12 Identification of Contractor Employees: All contract personnel attending meetings, answering

Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

1.6.13 Contractor Travel: No Travel is required or authorized under this contract.

1.6.14 Contractor Personnel Conduct: Contractor personnel’s conduct shall not reflect discredit upon the

Government. The Contractor is responsible for ensuring that any contractor employees providing services under this contract conduct themselves and perform services in a professional, safe, and responsible manner. The Contractor shall remove from the contract services any employee for reasons of misconduct or security. In accordance with DOD Directive 5500.7-R, “Joint Ethics Regulation”, Contractor employees must avoid improperly influenced in the execution of their duties under the contract. Particular attention should be paid to acceptance of gifts/ gratuities, and on non-disclosure of sensitive or classified information. The Contractor shall ensure employee conduct complies with 41 U.S. C 423 relative to release of acquisition related information or actions or discussions which may prejudice future competitions. The Contractor shall ensure no contractor employees conduct political related activities or events on the USAR Facilities.

1.6.15 Other Direct Costs: No other direct costs.

1.6.16 Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the KO. All materials supplied to the

Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.6.17 Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to, or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.), or perform evaluation services which may create a current or subsequent

Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the

KO immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the KO to avoid or mitigate any such OCI. The

Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the KO, and in the event the KO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the KO may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.18 Phase In/Phase Out: N/A

1.6.19 Antiterrorism (AT) and Operations Security (OPSEC)

1.6.19.1 AT Level I Training: N/A.

1.6.19.2 Access and General Protection/Security Policy and Procedures: N/A

1.6.19.4 iWATCH Training: N/A.

1.6.19.5 Contractor Employees Who Require Access to Government Information Systems (IS): N/A.

1.6.19.6 For Contracts that Require an OPSEC Standing Operating Procedure (SOP)/Plan: N/A.

1.6.19.7 For Contracts that Require OPSEC Training: N/A.

1.6.19.8 For Information Assurance (IA)/Information Technology (IT) Training: N/A

1.6.19.9 For Information Assurance (IA)/Information Technology (IT) Certification: N/A.

PART 2

DEFINITIONS, ACRONYMS, AND ABBREVIATIONS

2. DEFINITIONS AND ACRONYMS:

2.1 Definitions:

2.1.1 Contractor. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2 Contracting Officer (KO). A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2.1.3 Contracting Officer’s Representative (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the

Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4 Defective Service. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5 Deliverable. Anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

2.1.6 Equipment A tangible item that is functionally complete for its intended purpose, durable, nonexpendable, and needed for the performance of a contract. Equipment is not intended for sale and does not ordinarily lose its identity or become a component part of another article when put into use. Equipment does not include material, real property, special test equipment or special tooling.

2.1.7 Government Furnished Property. Property in the possession of, or directly acquired by, the

Government and subsequently furnished to the contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also includes contractor-acquired property if the contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract.

2.1.8 Government Property. All property owned or leased by the Government. Government property includes both Government-furnished property and contractor-acquired property. Government property includes material, equipment, special tooling, special test equipment, and real property. Government property does not include intellectual property and software.

2.1.9. Key Personnel. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal. The prime contractor is responsible for performance of all subcontractors.

2.1.10 Material. Property that may be consumed or expended during the performance of a contract, component parts of a higher assembly, or items that lose their individual identity through incorporation into an end-item. Material does not include equipment, special tooling, and special test equipment or real property.

2.1.11 Non-Personal Services. The personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the government and its employees. Non personal service contracts are authorized by the government in accordance with FAR 37.012, under general contracting authority, and do not require specific statutory authorization.

2.1.12. Physical Security. Actions that prevent the loss or damage of Government property.

2.1.13 Property. All tangible property, both real and personal.

2.1.14 Provide. To furnish, as in Government-furnished property, or to acquire, as in contractor-acquired property.

2.1.15 Quality Control. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.16 Subcontractor. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.17 Wide Area Workflow (WAWF): A secure web-based system for electronic invoicing, receipt, and acceptance. WAWF allows government vendors to submit and track invoices and receipt/acceptance documents over the web and allows government personnel to process those invoices in a real-time, paperless environment.

2.1.18 Work day. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.19 Work Week. Monday through Friday, unless specified otherwise.

2.2 Acronyms:

AFARS Army Federal Acquisition Regulation Supplement

AR Army Regulation

CFR Code of Federal Regulations

CONUS Continental United States (excludes Alaska and Hawaii)

COR Contracting Officer Representative

DA Department of the Army

DFARS Defense Federal Acquisition Regulation Supplement

DOD Department of Defense

FAR Federal Acquisition Regulation

GFP Government-Furnished Property

HIPAA Health Insurance Portability and Accountability Act of 1996

KO Contracting Officer

MEDCoE Medical Center of Excellence

OCI Organizational Conflict of Interest

OCONUS Outside Continental United States (includes Alaska and Hawaii)

ODC Other Direct Costs

PIPO Phase In/Phase Out

POC Point of Contact

PRS Performance Requirements Summary

PWS Performance Work Statement

QC Quality Control

QCP Quality Control Program

TE Technical Exhibit

TMSS Training Management and Scheduling System

TRADOC Training and Doctrine Command

WAWF Wide Area Workflow

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1 Services: N/A

3.2 Facilities: N/A

3.3 Utilities: N/A

3.4 Equipment: N/A

3.5 Materials: N/A

3.6 Record Keeping: N/A

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2 Secret Facility Clearance: N/A

4.3. Materials: The Contractor shall provide all materials, supplies, and equipment necessary to meet the requirements under this PWS.

4.4. Equipment: The Contractor shall all equipment necessary to meet the requirements under the PWS.

PART 5

SPECIFIC TASKS

5. SPECIFIC TASKS:

5.1. Basic Services: The Contractor shall provide services, help desk and maintenance support for TMSS.

5.2. Task Heading.

5.2.1 Training: N/A

5.2.2 Helpdesk Support: Helpdesk support shall be provided to MEDCoE personnel remotely during duty hours, M-F 0700-1500 CT. This support shall include software level support for the correction of errors within the software and coordination of infrastructure level errors with the infrastructure support established at TRADOC. The vendor shall respond to service requests within two (2) hours of MEDCoE personnel reporting the request for service. The contractor shall resolve the request for service within 24 hours of reporting the incident and provide the COR email communication as to why the 24-hour resolution cannot be met. A log of helpdesk events shall be provided quarterly to the COR with remediation actions that will include response times.

5.2.3 System Administration (SA) Support Service: The vendor shall notify TRADOC system administrators of operating system patches and talk through the TRADOC SA on any challenges with configuration of the change when implementing. The software owner shall be available to assist in troubleshooting and resolving software incidents as infrastructure upgrades and patches are applied by the

TRADOC system administration team. TMSS software system patches as they are made available during an Authorized Service Interruption (ASI). The patches will include updates to the software for any problem trouble reports which are written against the build and are identified as “bugs” or vulnerabilities in the system. Additionally, the patches may contain any updates which have been developed for the TMSS system. The vendor shall notify the COR of successfully completed TMSS patches within one business day of completion. The software shall be functional with Windows Server 2012/2016/2019 R2 Standard, current version of Java, current version of Wildfly and must be compatible with security updates and system updates as mandated by Army Cyber Security Requirements. Vendor shall provide quarterly reports for any changes, updates, technical errors and coordination with TRADOC G6 representatives.

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS):

6.1 The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures. Any Contractor provided publications are to be procured and maintained at Contractor’s expense.

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7. ATTACHEMENT/TECHNICAL EXHIBIT LIST:

7.1 Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

7.2 Attachment 2/Technical Exhibit 2 – Deliverables Schedule

TECHNICAL EXHIBIT 1

Performance Requirements Summary

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Required

Services

Performance

Standard

ACCEPTABLE

QUALITY LEVEL

Method of Surveillance Incentive (Positive and/or Negative)

(Impact on

Contractor

Payments)

PWS Para 5.2.3

System

Administration

Ensure patches are implemented within 5 working days of availability

Monitoring of available system patches for system

100% inspection.

Positive Contractor Performance

Assessment System

Reporting.

Negative Contractor

Performance Reporting and/or no award of future option years

Re-performance at no additional cost to the government

PWS Para

5.2.2

Helpdesk

Support

Ensure technical reports and help log is provided quarterly

Reports will be provided NLT end of Fiscal

Year quarter dates

Periodic Surveillance Positive Contractor

Performance Assessment System

Reporting.

Negative Contractor Performance Reporting and/or no award of future option years

Re-performance at no additional cost to the government

TECHNICAL EXHIBIT 2

Deliverable Schedule

Deliverable Frequency # of Copies Medium/Format Submit To

Helpdesk Support Quarterly 1 digital copy Excel ATTN: David W.

Richards

System

Administration

Quarterly Reports provided 1 digital copy

Excel ATTN: David W.

Richards