Attachment1_Draft_PWS_WSOTS_II_30Apr18TrkChgs.pdf

DRAFT PERFORMANCE WORK STATEMENT

FOR

WIDEBAND SATELLITE COMMUNICATIONS

(SATCOM) OPERATIONS AND TECHNICAL

SUPPORT II

WSOTS II

30 Apr 2018

TABLE OF CONTENTS

1.0 SCOPE

2.0 OPERATIONS & MAINTENANCE

3.0 COMPUTER AND DATABASE ADMINISTRATION

4.0 INFORMATION ASSURANCE/CYBERSECURITY AND CYBERSPACE

WORKFORCE

5.0 FORMAL TRAINING

6.0 DEPOT

7.0 PROGRAM MANAGEMENT

8.0 PERSONNEL REQUIREMENTS

9.0 DELIVERABLES

10.0 QUALITY

11.0 OTHER CONSIDERATIONS AND TERMS

APPENDIX DOCUMENTS

A1 ACRONYM LIST

A2 BASELINE SERVICES AND EQUIPMENT SUMMARY (BASES)

A3 WSOTS II SYSTEM ADAPTATION REQUIREMENTS (WSARS)

A4 GOVERNMENT PROPERTY LISTING

A5 ITEM UNIQUE IDENTIFICATION REQUIREMENTS FOR GOVERNMENT

PROPERTY

A6 REFERENCE DOCUMENTS

1.0 SCOPE

1.1 OVERVIEW: This Performance Work Statement (PWS) for Wideband Satellite Communications (SATCOM) Operations and Technical Support II (WSOTS II) defines the requirements to provide U.S. Army Space and Missile Defense Command/Army Forces Strategic Command (USASMDC/ARSTRAT) with site support and services in support of the Wideband SATCOM missions of the organizations identified in this PWS and the Wideband SATCOM Operational Management System (WSOMS). The WSOMS supports planning, management, and control operations and other services for the Wideband Global SATCOM (WGS) System and Defense Satellite Communications System (DSCS).

1.2 SUPPORTED ORGANIZATIONS AND FACILITIES: The organizations supporting WSOMS are located worldwide and are composed of USASMDC/ARSTRAT, Defense Information Systems Agency (DISA), and International Partner facilities. Acquisition, training, logistics, and operational support services are provided to the U.S. Army Communications-Electronics Command (USACECOM); Project Manager Defense Communications and Army Transmission Systems (PM DCATS); USACECOM Software Engineering Center (SEC); USA Communications-Electronics Research, Development and Engineering Center (CERDEC) Joint SATCOM Engineering Center, U.S. Army Cyber Center of Excellence and Fort Gordon (USACCE&FG); and designated SATCOM earth terminals. Remote Monitoring Control Equipment (RMCE) remote locations shall require fly-away (travel status) technical support only. The complete list of the supported organizations and locations of organizations and facilities, systems, and equipment is shown in Appendix 2.

2.0 OPERATIONS & MAINTENANCE: Operations and maintenance support services include planning, coordination, command, control, critical issues and priorities, re-engineering, support, and especially daily workflow as specified in the contract. The contractor shall support systems involved in routine day-to-day operations and training.

2.1 Site Operations Support: The contractor shall perform operations support functions as detailed in the following paragraphs. The contractor shall also provide operational assistance to the site personnel as directed by a Contracting Officer Representative (COR) The contractor shall provide operations support, technical assistance, and training. The contractor shall also support fault diagnosis, information technology, and repair of the systems and equipment. This operations support, technical assistance, and training shall be provided by the resident on-site contractor personnel. On-call operations and technical support shall be provided at any supported location where resident contractor personnel are not assigned. On-call operations and technical site support for instruction or reports shall be provided within 48-hours of requests, unless otherwise specified below. The contractor shall facilitate operations and technical support needed to actually keep equipment operational through the most expeditious means available, whether via direct, subcontract, or local purchase support, as needed. The contractor shall also provide operations and technical assistance for the new WSOMS equipment and systems, as existing systems are replaced.

2.2 Site Maintenance Support: The contractor shall provide the facilities, materials, and services identified in this PWS for site maintenance support of the systems and equipment listed in Appendix 2. The support shall be provided in the areas of system maintainability; technical and engineering support; supply management support; and maintenance, repair, and overhaul support. The contractor will provide documentation as required by this PWS and applicable maintenance and operations documentation.

All subsystems, components, and equipment and their replacements making up the systems listed in Appendix 2 shall also be included.

2.2.1 Site Maintenance Objectives: The contractor shall plan and execute maintenance and repair for the following operational systems to meet Operational Availability (Ao) and Mean Time to Repair (MTTR) criteria in Table 2.2. While systems are still in preproduction (e.g., prototype, stop-gap, replacement, test, validation) support is required but listed repair requirements need not be met.

Table 2.2 - WSOMS Ao, MTTR, and Repair Requirements

System Equipment Minimum On-Site

Ao%

Maximum On-Site

MTTR

(hours)

Maximum On- Site

Repair Time (hours)

GSCCE AN/FSQ-208(A) 99% 3 72

RSCCE AN/FSQ-198 99% 3 72

CNPS OK-691 99% 3 72

DOSS AN/FYQ-110C 99% 3 72

FCS AN/FSQ-158 99% 3 72

GTC3S AN/FSC-130 99% 3 72

JMOS AN/FSC-136 99% 3 72

WRMS AN/FSQ-234 99% 3 72

RMCE AN/FSC-142(V2) 99% 3 72

WTCS TBD 98% 3 72

PCMS TBD 99% 3 72

WSTARS TBD 99% 3 72

2.2.2 Systems shall achieve Ao, MTTR, and repair requirements at the system level, including contributions from all system components, but not including the effects of downtime due to external components. For example, the Defense Satellite Communications System (DSCS) DSCS Operational Support System (DOSS) is comprised of the following elements: Common Network Planning Software (CNPS), DSCS Integrated Management System (DIMS), WSOMS Workstations, and the WSOMS Local Area Network (LAN) at each site. The DOSS Ao shall include the effects of the elements of the DOSS system, itself, but shall not include effects of Wide Area Network (WAN) outages.

2.2.3 Systems With Unspecified MTTR Criteria: If a WSOTS-supported system is a “preproduction model” and/or the MTTR is not stated for a system, the contractor shall strive to maintain and repair these items with an Ao of not less than 99%, Maximum On- Site MTTR Not To Exceed (NTE) 3 hours, and Maximum On-Site Repair Time NTE 72 hours on a “best effort” basis. Contractor goal in these cases is to accelerate system deployment, maximize immediate operational utility, and facilitate operational and materiel improvements. (CDRL A011)

2.2.4 The contractor shall calculate and report site reliability and performance data on a quarterly basis in the Equipment Status Report for all equipment in Table 2.2. MTTR calculations begin at date and time of failure and end at the date and time equipment is restored to full operational status and shall be based only on data from that quarter’s performance creating a “snapshot” of system status as compared to the previous four quarters of system status. Authorized and scheduled outages for required system administration, accommodation of software developer test activities, system upgrades, and outages caused by facility power interruptions or Government ordered equipment shutdowns will be recorded but shall not be included in contractor Ao and MTTR calculations. Regardless of Government reporting requirements, contractor shall use all data as needed to assess system health and identify actions needed to achieve Ao and MTTR objectives. (CDRL A011)

2.3 Hardware Maintenance and Supply Support: The contractor shall perform hardware maintenance of the systems, subsystems, and equipment and provide supply support in accordance with Maintenance Allocation Charts (MACs), Joint Logistics Support Plans (JLSPs), technical manuals (TMs), maintenance support plans, and logistics support plans.

2.3.1 The contractor shall perform Preventive Maintenance Checks and Services (PMCS) and actions to include scheduling and conducting PMCS in order to minimize equipment failure in accordance with applicable documentation. The contractor shall perform trend analysis using failure report data.

2.3.2 The contractor shall coordinate maintenance schedules to avoid mission disruption.

2.3.3 The contractor shall interface with on-site maintenance and supply personnel and depot personnel for all systems and equipment for necessary repair and spares support.

2.3.4 The contractor shall analyze maintenance data and provide logistic recommendations based upon this information to improve overall system performance.

2.3.5 The contractor shall pack and ship repairable items to the contractor’s depot.

(Packing and shipping to the Military Department (MILDEP) is not required.)

2.3.6 The contractor shall perform any Modification Work Order (MWO) that is authorized for site installation by site maintenance personnel for contractor maintained systems.

2.3.7 The contractor shall perform IUID work in accordance with description of work contained in Appendix 5.

2.3.8 The contractor shall provide maintenance and supply advice and assistance for the Government-maintained equipment on an occasional basis, as requested by the site Contracting Officer Representative (COR).

2.3.9 The contractor shall provide maintenance and supply support in cooperation with Government and other contractors. Responsibility for each type of maintenance and supply support is described in PWS, technical manuals, and summarized in Table 2.3.

Table 2.3 - Operator/Maintainer Maintenance Summary System or Subsystem

Unit Support

Operator/ Maintainer

Direct Support

Maintainer

Depot Support

Supply Support

Technical Support

RSCCE (AN/FSQ-198) Government WSOTS WSOTS MILDEP WSOTS

DOSS/DIMS/

WSOMSNET /Domain File Server/Workstation

(AN/FYQ-110C)

Government WSOTS

WSOTS

MILDEP WSOTS

GTC3S (AN/FSC-130) Government WSOTS WSOTS MILDEP WSOTS

WTCS

United States Army Cyber Center of Excellence and Fort Gordon

(USACCE&FG)

Government WSOTS WSOTS

Replacement Radio Frequency Interface Subsystem (RFIS)/Replacement Radio Frequency Interface Subsystem (RRFIS)

(AN/FSQ-150)

Government Government

& WSOTS

WSOTS MILDEP WSOTS &

OEM

Replacement Patch and Test Facility (RPTF)

(AN/FSQ-160)

Government Government

& WSOTS

MILDEP WSOTS &

OEM

Frequency Conversion Subsystem (FCS)

(AN/FSQ-158)

Government Government WSOTS MILDEP WSOTS

Auxiliary Satellite Control Terminal (ASCT)

(AN/GSC-52)

Government Government Other Contractor

MILDEP Other Contractor

Satellite Control Set (SCS)/DSCS Electronic Counter-Countermeasures (ECCM) Control Subsystem (DECS) - Control Console

(CC)

(AN/FSC-115)

Government Government

& WSOTS

System or Subsystem

Unit Support

Operator/ Maintainer

Direct Support

Maintainer

Depot Support

Supply Support

Technical Support

Replacement Patch and Test Facility (RFMOW)

(AN/FSC-131)

Government Government

& WSOTS

WSOTS MILDEP Gov &

OEM

GSCCE (AN/FSQ-208A) Government WSOTS WSOTS MILDEP WSOTS &

OEM

JMOS (AN/FSC-136) Government WSOTS WSOTS MILDEP WSOTS &

OEM

Wideband Remote Monitoring Sensor (WRMS)

(AN/FSQ-234)

Government WSOTS WSOTS MILDEP WSOTS &

RMCE (AN/FSC-142) Government WSOTS WSOTS MILDEP WSOTS &

OEM

CNPS (OK-691) Government WSOTS WSOTS MILDEP WSOTS &

OEM

WSTARS Government WSOTS WSOTS MILDEP WSOTS &

OEM

PCMS Government WSOTS WSOTS MILDEP WSOTS &

2.4 Site Operations and Technical Reporting Support and Analysis Support: The contractor shall provide site operations and technical reporting support and analysis services and technical assistance and provide support as needed to operations personnel to generate and analyze operational reports and logs as defined in this PWS and as directed by a COR. The contractor shall provide input to technical and operational reports and logs and develop and submit hardware and software problem reports when appropriate and based on the technical reporting, guidance, and direction provided by a COR. The contractor shall also make all reports, logs, and supporting products available to operations personnel, as directed by a COR. (CDRL A001)

2.4.1 The contractor shall maintain a daily maintenance and event log and ensure that required information from the log is incorporated into the site equipment and operations Master Station Log (MSL). Contractor shall make log available to site COR and operations personnel, as directed by a COR.

2.4.2 The contractor shall prepare and submit to the Government periodic technical reports detailing work progress, analyzing outstanding technical issues, and presenting recommendations.

2.4.3 The contractor shall analyze maintenance data and provide logistic recommendations based upon this information to improve overall system performance.

2.4.4 The contractor shall provide input to operational reports.

2.4.5 The contractor shall develop and submit hardware and software problem reports, as necessary.

2.5 Site Inspection Support: The contractor shall support the site leadership and operations personnel in preparing for and participating in inspections and Operational Readiness Evaluation (ORE) activities. Support shall include preparations for and conduct of activities needed to ensure contractor activities and responsibilities meet inspection standards and processing post inspection findings and reporting activities.

2.6 On-Site and On-Call Response Coverage and Support: On-site operations and maintenance support and coverage is required at the locations indicated in Appendix 2.

The contractor shall facilitate the repair and/or replacement of failed components through the most expeditious means available (such as subcontract support, local purchase, repair, etc.). Contractor shall “arrive on location” with individuals qualified to make needed repairs as shown below, but does not need to “arrive on location” for activities that can be done remotely. Hours specified herein do not preclude use of additional on-site hours for scheduled equipment maintenance performed by contractor, nor do they prohibit contractor from using scheduled onsite hours for scheduled maintenance, as well. Maximum number of Government furnished workstations dedicated to contractor support are listed in Tables in Appendix 2 of this PWS, though they may or may not be staffed at all times, according to contractor’s accepted approach.

2.6.1 On-Site Support will be provided as follows for either 24 hours per day, 7 days a week, 365 days per year coverage or 8, 12, 16 hours per day, 5 days a week:

- 24/7/365: Where 24 hours per day, 7 days per week, 365 days per year coverage for operational and maintenance support is required, on-site support and coverage is required on Government-recognized holidays. At a minimum, contractor shall maintain at least one (1) employee onsite 24/7/365 to support WSOMS functionality.

- 8 hours, 12 hours, 16 hours/5 Days Per Week: Where 8, 12, or 16 hours per day, 5 days a week coverage for operational and maintenance support is required, on-site support is not required on Government-recognized holidays except for on-call response coverage in the event of emergencies or other activities as directed by the COR.

2.6.2 On-Call Response: The contractor’s on-call response strategy and implementation shall provide an on-call response method (e.g., pager, cellular telephone) that will provide the Government the ability to contact contractor support personnel. If required, on call support shall be provided 24 hours per day, 7 days per week, and 365 days per year. The method of on-call response shall achieve an initial contact response from the designated contractor support personnel to site Government personnel within 15 minutes of notice and arriving at location to begin service not more than 2 6 hours after the request.

2.6.3 Site Visits: Site visits may be required as directed by the COR. Weekly site visits will be required for routine software and hardware maintenance at locations indicated in Appendix 2. A monthly site visit is required at the DISA ERS facility for hardware and software maintenance.

2.6.4 Remote Administration: Remote operational and maintenance support is required for the locations indicated in Appendix 2. Remote sites require on-call support as defined in paragraph 2.6.2. On-site support to remote sites shall be fly-away (travel status) on-call, as directed by the Government PM/COR, with contractor arriving on location as proposed and accepted by the Government. RMCE sites are not considered remote under this definition and are covered under paragraph 2.10.

2.7 Control System and Subsystem Operations Technical Support and Analysis Support: The contractor shall provide control system and subsystem operations technical support and analysis services as needed to operations personnel in developing and updating methodologies for reviewing and analyzing data output from multiple control and monitoring systems to resolve inconsistencies, identify anomalous conditions, and determine system application and operational techniques. The contractor shall provide support at the locations indicated in Appendix 2. All onsite contractor personnel shall support and conduct training of assigned Government personnel during non-busy periods at the WSOCs to maximize contractor’s contributions to overall mission success, as directed by the WSOC Operations Analyst and the WSOC SATCOM Transmissions Control Operations Technical Support and Analysis SME

2.8 Payload Control Operations Technical Support and Analysis Support: The contractor shall provide payload control and operations technical support and analysis services on the command and control of a satellite’s communications payload as needed, to include supporting operations personnel to develop and implement procedures for identification and resolution of complex satellite anomalies and performing satellite statistical and performance analysis.

2.8.1 The contractor shall provide technical support to operations personnel to develop and implement satellite payload reconfigurations, procedures, timelines, payload pass plans, and test plans.

2.8.2 The contractor shall provide emergency advice and assistance to operators during real-time spacecraft anomalies and after action reporting to document operational lessons learned.

2.8.3 The contractor shall generate payload control subsystem archival media and data in a format compatible with the satellite sustainment contractor’s Data Processing Facility (DPF) or as directed by a COR.

2.8.4 The contractor shall support and generate special data collections for a payload control subsystem to aid in satellite testing, anomaly analysis, and other data needed to support operations as directed by a COR.

2.8.5 The contractor shall provide operational assistance to the site personnel, on an occasional basis, as requested by a COR.

2.9 Shop Stock and Supply Management Support: The contractor shall provide shop stock and supply management support. The contractor shall provide coverage as required to support operations. On-site support shall be provided during local day shift (approximately 0730 - 1630 hours), 5 days a week, (excluding weekends and Government-recognized holidays). The contractor shall perform the duties as defined by Army Regulations (ARs) and site Standard Operating Procedures (SOPs).

2.10 RMCE and JMOS Support: The contractor shall provide on-call technical and engineering support and response operational and maintenance support for the RMCE and JMOS equipment 24 hours per day, 7 days per week, and 365 days per year. For remote locations where there are no on-site WSOTS contractor personnel and only “on call” support is provided, the contractor’s method of on-call response shall achieve an initial Government contact response from the designated contractor support personnel within 15 minutes, followed by arrival on location as proposed and accepted by the Government. Contractor shall arrive at non-remote equipment locations (WSOCs or their Co-located Earth Terminals) to begin service not more than 2 hours after the request.

2.10.1 The contractor is the primary maintainer of the Joint Management Operations Support (JMOS) and Remote Monitoring Control Equipment (RMCE). The contractor shall provide on-site support and training to the local site personnel. The contractor shall also provide remote support via remote administration and maintenance support as proposed in the technical approach or as directed by the COR.

2.10.2 The contractor shall serve as a key interface for all technical matters between the Government and the Field Services Representatives (FSR) concerning RMCE and JMOS hardware systems.

2.10.3 The contractor shall analyze RMCE and JMOS maintenance data and coordinate appropriate preventative and corrective maintenance actions with the site personnel to minimize equipment outages.

2.10.4 The contractor shall investigate anomalies and provide technical assistance to resolve problems beyond the expertise and/or capability of RMCE and JMOS users and maintainers.

2.10.5 The contractor shall periodically review site performance of RMCE and JMOS equipment and analyze for abnormal system performance or failure trends.

2.10.6 Upon direction of the COR, the contractor shall provide RMCE and JMOS maintenance and logistics support to facilitate the repair and/or replacement of failed components through the most expeditious means available (e.g., subcontract support, local purchase, repair).

2.10.7 Contractor personnel located at the WSOCs shall conduct maintenance visits to RMCE and JMOS locations to perform preventive and demand maintenance and to provide training, as directed by the PM DCATS RMCE and JMOS Project Leads and coordinated through the COR for this contract. Travel for scheduled maintenance shall not be scheduled without written direction from the COR and the contractor shall coordinate the site visit with the local command at least 30 days in advance. Travel for demand maintenance will be coordinated with the local command in the most expeditious and authorized manner.

2.11 Wideband Global SATCOM (WGS) Support: The contractor shall provide WGS satellite support for technical assistance, analysis, and informal training related to the WGS satellite and the GSCCE. The contractor shall function as technical liaison for the WGS satellite and the GSCCE in working groups and other meetings as directed by the COR. The contractor shall also lead or participate in spacecraft operations support, analysis, and reporting tasks as directed by a COR. The WGS SME shall be based at a location mutually agreed upon by the Contractor and the Government and shall travel as necessary to support requirements at other sites as well as technical meetings.

2.12 SATCOM Transmissions Control Operations Technical Support and Analysis Support: The contractor shall provide SATCOM transmissions control and operations technical support and analysis services and technical assistance as needed to operations personnel to analyze SATCOM transmissions, configurations of SATCOM accesses, and link performance of these SATCOM accesses.

2.13 DSCS Support: The contractor shall provide DSCS support for technical assistance, analysis and informal training related to the DSCS satellite and the RSCCE.

The contractor shall function as technical liaison for the DSCS satellite and RSCCE and shall support the customer in working groups and other meetings as directed by the COR. The contractor shall also lead or participate in spacecraft operations support, analysis and reporting tasks as directed by the COR. The SME shall travel as necessary to support requirements at other sites, as well as technical meetings.

2.14 Development: The contractor shall provide PHP, Java and SQL programming languages for user-facing and back-end software development expertise. The contractor will assist in the creation, development, and maintenance of Wideband C- SSE tools, websites, and other software to be hosted on WSOMSNet servers dedicated to this function.

2.15 Configuration Management/Technical Writing: The contractor shall provide configuration management tracking, training scenario development, technical review, and document creation for the WSOMS. The contractor will maintain a database of hardware and software configurations, and produce requested documentation associated with the aforementioned configurations.

2.16 Visual Information (VI) and Video Teleconferencing Center (VTC) Systems Technical Support Services at SATCOM Facilities: The contractor shall provide VI technical support services to secure, document, inspect, test, and adjust the VI and VTC systems. On an as requested basis, provide VI system technical support services for the repair of, or warranty-based return and replacement of any failed system items, and engineer, furnish, install, and test VI system upgrades, modifications, and/or replacement systems, as identified by the Government.

2.17 In-Plant Engineering Support: The contractor shall provide in-plant engineering and technical support to guide and coordinate contract performance in various technical areas for the WSOMS sites and provide information to the WSOMS Post Production Software Support/Post Development Software Support (PPSS/PDSS) organizations at United States Army Communications Electronics Command Software Engineering Center/Director (USACECOM SEC/D) or other equipment manufacturers as needed to help them develop installation plans and procedures. Engineering support includes, but not limited to, technical, implementation, and application support for: Information Assurance; Oracle Database Administration; Microsoft Windows Active Directory Operations and Technical Analysis; LAN and WAN Performance, Tuning, Operations, and Technical Analysis; and Operations and Technical Analysis for all WSOMS control subsystems and Wideband SATCOM and commercial satellites supported by this contract, including WRMS, RMCE, and other new systems as they come online.

2.17.1 The contractor shall develop work instructions and plans; provide formal and informal training; monitor site and equipment operational configurations; analyze and investigate site problem reports; recommend changes to improve site operations and system performance; and interface with developers, manufacturers, vendors, and/or Government personnel to resolve technical and engineering problems and perform other duties as specified in this PWS.

2.17.2 The contractor shall perform travel to sites as necessary to perform assigned engineering support duties.

2.17.3 The contractor shall identify, plan, and accomplish training instruction needed to ensure engineering support personnel stay current and obtain certifications needed to provide required services. Training shall be scheduled and approved by the COR prior to conducting training.

2.17.4 Site Configuration and Reconfiguration Support: The contractor shall provide support for the performance of or assistance in disassembly, assembly, installation, relocation, packing, shipping, deactivation and/or reactivation of equipment and/or sites defined in this PWS or as directed by the COR. This work will be done in support of temporary and/or permanent activities and events.

2.17.5 The contractor shall maintain and provide documentation for disassembly, assembly, installation, relocation, deactivation and/or reactivation activities for a site and/or facility and the associated system and/or equipment to PM DCATS and the COR for this contract.

2.17.6 The contractor shall maintain and provide documentation for all changes it makes to the site, facility, and equipment configurations and provide reports of any changes to PM DCATS and the COR for this contract. The contractor shall update the existing Plant-In-Place (PIP) drawings for each of the WSOCs, RSSCs, ADF DNOC, and RMCEs, as changes are identified and as directed by the COR, and not less than once every three years from the last update. The contractor shall update the site equipment listings in Appendix 2 of this PWS on a yearly basis. (CDRL A010)

2.18 In-Plant Laboratories: The contractor shall provide and maintain facilities for an Engineering Support Laboratory suitable to perform engineering analysis, testing, problem investigation, and troubleshooting using Government-Furnished Property (GFP) (i.e., equipment and tools). Contractor shall ensure laboratory configurations constantly parallel those in the WSOC and SSCs and shall be sufficiently robust to be used for analysis of system, IA, LAN, and WAN. Laboratory containing GFP shall be established and maintained at the SECRET classification level. A SA shall be assigned to perform system administrative functions on all laboratory systems and networks. The SA shall perform configuration management, reconfigure equipment for testing, and maintain a continuous record of work performed in the laboratories. The In-Plant laboratories will also be compliant with DOD Information Assurance regulations.

2.19 Logistics Technical and Engineering Support: The contractor shall plan, manage, execute, establish, and maintain throughout the life of the contract, an Integrated Logistic Support (ILS) Program to identify and evaluate logistical deficiencies and shall provide input to the material change process in such a manner as to optimize the system and equipment operability and supportability, reduce cost, and increase Reliability, Availability, and Maintainability (RAM). The contractor shall identify problems and recommend improvements at the Program Management Reviews (PMRs). Government-accepted recommendations may be subsequently addressed through the System Adaptation process or other modifications to the basic contract.

2.20 19.1 Logistics Engineering Technical Support: The contractor shall provide engineering technical support in response to depot and field problems on the supported equipment. The contractor shall recommend procedural and equipment improvements relative to the operation and maintenance effectiveness of the equipment to COR for evaluation and possible implementation Evaluation findings reported shall be limited to effects on WSOTS operations and objective system functionality, and shall not include recommendations or comments as to whether contractor believes systems are meeting performance specifications, requirements for upgrading or procuring new or replacement systems, or otherwise evaluating work or deliveries of other contractors.

2.21 19.2 Engineering Evaluation: The contractor shall evaluate engineering and other changes and their effect on operations, supply support, maintenance support, and related technical documentation and adjust documents to incorporate needed changes.

In performance of this effort, the contractor shall receive Government approval prior to implementing any documentation revisions or revisions to parts listings. Evaluation findings reported shall be limited to effects on operations and objective system functionality, and shall not include recommendations/comments as to whether contractor believes systems are meeting performance specifications, requirements for upgrading or procuring new/replacement systems, or otherwise evaluating work/deliveries of other contractors.

2.22 19.3 Specification Change Notice (SCN) and Design Change Notice (DCN) Support: Contractor shall draft SCN and DCNs when changes are required for supported systems.

2.23 19.4 Configuration Record Support: The contractor shall maintain a current written record of each WSOMS equipment configuration. Configuration status shall be maintained and shall identify Line Replaceable Units (LRU) removed and shipped to sites and depot by nomenclature, National Stock Number (NSN), and/or part number.

On-site spares shall be identified separately to ensure that the system configuration is maintained and the location of all units and spare components is recorded.

2.24 19.5 Repair Evaluation: The contractor shall review all incoming depot repair actions to determine failure mode, cause of failure, and corrective action taken (including parts replaced), and shall maintain cumulative failure history by item (NSN, part number, and nomenclature), site, system, and type of failure for systems provided Depot Level Support as shown in Table 2.3. Operator/Maintainer Maintenance Summary (but not “Other Contractor” or “Government” provided depot level support shown in that table). The contractor shall provide, as a part of the Monthly Status Report, analysis of the repairs for that month, as well as a cumulative failure report and provide information to Item Managers, as required, to notify them of relevant findings with respect to their systems. Evaluation findings reported shall be limited to effects on objective operations and system functionality, and shall not include recommendations or comments as to whether contractor believes systems are meeting performance specifications, requirements for upgrading or procuring new or replacement systems, or otherwise evaluating work or deliveries of other contractors. (CDRL A004).

2.20 Wideband Controller’s Guide Updates: The Contractor shall update and validate the existing 53rd Signal BN Wideband Controller’s Guide (WCG). The document shall be in an electronic format (frame maker) that facilitates navigation, printing, and search within any point within the document. The document shall support both DSCS legacy equipment procedures and WGS associated data. It is anticipated the document will be updated at least three times per year.

The procedures shall be written to support decision steps so that possible failure scenarios can be logically troubleshot. The Contractor shall update, as necessary, current procedures impacting existing systems such as Wideband Remote Monitoring System (WRMS), Common Network Planning Software (CNPS), and Global Satellite Configuration Control Element (GSCCE), and the Replacement Satellite Configuration Control Element (RSCCE), the Global Terrestrial Critical Control Circuit Subsystem (GTC3S), and the Replacement Frequency Modulated Order wire (RFMOW). The Contractor shall create procedures for systems that impact WGS operations, to include procedures for the following systems: the Common Network Planning Software (CNPS), the DSCS Integrated Management Subsystem (DIMS) or it replacement Wideband SATCOM Trend and Resolution System (WSTAR) and the Remote Monitoring Control Equipment (RMCE), the Power Control and Management Subsystem (PCMS), the Replacement Radio Frequency Interface Subsystem (RRFIS) and other ancillary control systems.

The contractor shall collaborate and consult with other BN S3 personnel including other Contractors to ensure procedures are valid, correct, and accurate. The contractor shall make changes to the document based upon operational changes to equipment, and software that are critical to system functionality. If required, at the direction of the COR, the contractor shall travel to Wideband SATCOM Operation Centers for validation & verification. Urgent changes shall be provided within 5 days and non-urgent changes shall be provided within 10 days or as directed by the COR. The contractor shall update the WCG to reflect the new WSOC control positions as follows:

CURRENT GOVERNMENT POSITIONS

SWC (Senior Wideband Controller)

TC (Transmission Controllers)

CTC (Counter-Counter Transmission Controller)

DPC (DSCS Payload Controller)

WPC (Wideband Payload Controller)

ASCT (Auxiliary Satellite Controller)

2.20.1 Urgent changes will be given directly to the Operations NCO for distribution to the entire command. The Contractor shall ensure Operations Security (OPSEC) measures are in place. The Contractor shall continue updating, the WCG annexes that support WGS requirements. These procedures will be position centric and will be maintained as an annex until validated on orbit.

Upon direction from the COR, the contractor shall integrate the procedures within the annexes into the main body of the WCG.

2.20.2 All workbooks already produced for the WSOCs will be updated to reflect the new control positions. The Contractor shall update the workbooks as a result of existing systems, new systems, and operational changes

3.0 COMPUTER AND DATABASE ADMINISTRATION

3.1 WSOMS Network: The contractor is responsible for monitoring, configuring, and maintaining the WSOMS Network (WSOMSNET). The contractor shall provide on-site maintenance and repair support and services, operations support and services, and technical assistance; on-call maintenance and repair support and services, operations support and services, and technical assistance; depot and supply support and services;

training support and services; logistic support and services; networking support and services; communications analysis support and services; hardware maintenance support and services; software, firmware, and database support and services; and computer system administration and information assurance support and services for the systems, equipment, facilities, and organizations listed in Appendix 2. An incremental upgrade approach is typically used to install new equipment at one or two sites to test and finalize the upgrade before installation at all sites. Existing equipment and replacement equipment will often be operated simultaneously at various sites, requiring contractor support of both versions until the transition is complete and operation of old system is finally discontinued. The simultaneous use of both DSCS and WGS satellites creates similar requirements to support equipment supporting both satellites.

3.1.1 WSOMS: WSOMS is a system of systems incorporating equipment, closely associated equipment, and associated support facilities (including support equipment and planned modifications/replacement systems). Reference Appendix 2, WSOMS Fielding Plans Tab.

3.2 Changes in Services: Changes in facilities, systems, equipment, nomenclatures, locations, and quantities that will have to be supported by the contractor are anticipated throughout the life of this contract. The contractor shall provide cost and technical proposals when assuming on-site support responsibilities for replacement systems as they occur and replacing service on decommissioned equipment with similar service for replacement equipment. These changes are not completely predictable; however, support requirements for these replacement and upgraded systems will typically be similar to that provided for replaced systems.

3.3 Site LAN and WAN Management and Liaison Support: The contractor shall provide management and technical support for all aspects of the operation and management of LANs and the WANs that support the WSOMS using contractor support based with the Wideband Consolidated SSE in Colorado Springs at Building 3, Peterson Air Force Base (AFB) and 53rd Sig Bn, 1555 North Newport Road, Colorado Springs, Colorado. The contractor shall ensure that overall WSOMS performance over the WAN and LANs support the requirements of day-to-day operations. The contractor shall monitor WAN and LAN performances, identify trouble areas, and provide technical support to the responsible parties to correct problems. In addition, the contractor shall assist and act as primary contract technical liaison with contractor technical experts, representatives of other contractors, and U.S. Government personnel as directed by a COR. The contractor shall also support circuit upgrades and activations. The Government shall provide office space and equipment in Government facilities located in Colorado Springs for the contract support that will support this effort. On-site support shall be provided during local day shift (approximately 0730 - 1630 hours), 5 days a week, (excluding weekends and Government-recognized holidays).

3.4 System Administration Support: The contractor shall verify the actions of Government System Administrators (SAs) located at the WSOMS facilities and supporting WSOMS facilities. The contractor shall coordinate with contractor personnel at the WSOMS sites, Post Production Software Support/Post Deployment Software Support (PPSS/PDSS) personnel, and other support personnel to schedule installation of software upgrades and releases on WSOMS systems and confirm that patches and fixes are applied and implemented correctly. In addition the contractor SAs must be certified in Network+ or Security + courses and shall meet personnel security and training requirements for duties, as required by AR-25 and other applicable documents.

3.5 Secret Internet Protocol Router Network (SIPRNET) and Non-Secure Internet Protocol Router Network (NIPRNET) Support: The contractor shall provide SIPRNET and NIPRNET support at locations identified in Appendix 2 that are not otherwise provided by NETCOM/DISA.

3.6 New Applications and System Reconfiguration Support: The contractor shall reconfigure equipment and develop government-coordinated procedures or scripts as required to support new applications, re-engineered equipment, and/or new uses of WSOMS systems.

3.7 LAN and WAN Support: The contractor shall perform IA/cybersecurity role, hardware maintenance, configuration management and control, network administration, and software loading and unloading for the sites’ -related operational LANs and WANs and unrelated networks premise, as directed by the COR at locations identified in Appendix 2 that is not otherwise provided by NETCOM/DISA.

http://www.thefreedictionary.com/Secret+Internet+Protocol+Router+Network

3.8 Operating System and Database Management Support: The contractor shall perform the operating system and database management of applications software specific to the systems listed in Appendix 2.

3.9 Software Installation and Upgrade Support: The contractor shall install software, including upgrades, received from WSOMS Post-Product Software Support (PPSS)/Post Deployment Software Support (PDSS) and other authorized development organizations on the systems listed in Appendix 2.

3.10 Database Operations and Maintenance Support: The contractor shall perform database operations and maintenance activities and monitor databases daily to ensure that each database is performing properly and is available to WSOMSNET customers.

The contractor shall monitor database space, Central Processing Unit (CPU) resource allocation, and reallocate resources to meet Government specified resource criteria.

The contractor shall monitor and evaluate database and software problems to determine cause. The contractor shall coordinate problem identifications and resolutions with personnel as identified in the PWS. The contractor shall write, modify, and execute shell scripts and Standard Query Language (SQL) scripts to perform routine and special system procedures. The contractor shall support developers for all Relational Database Management System (RDBMS)-related or similar tools and problems. The contractor shall maintain data files and document procedures involved in performing the previously mentioned tasks.

3.11 Installation, Configuration Management, Support of Databases, and Software: Types of databases used in WSOMS include, but are not limited to, Oracle, Conference On Data Systems Languages (CODASYL), and Microsoft SQL.

3.11.1 In support of database configuration management and software installations, the contractor shall maintain standard software configurations. The contractor shall perform compliant software and database installs. The contractor shall coordinate the installation and configuration of software with the appropriate personnel as directed by the COR. The contractor shall perform RDBMS or similar software installations and upgrades to WSOMSNET databases. The contractor shall install and configure software upgrades. The contractor shall also install and configure Web Application Server software. The contractor shall install and configure Intelligent Agent software and Enterprise Manager Software. The contractor shall coordinate the removal of unused software and unneeded system files with the appropriate personnel as identified by the COR. The contractor shall maintain data files and document procedures involved in performing the previously mentioned tasks.

3.11.2 Establish with government oversight a Configuration Control Board (CCB) providing configuration management; and working in conjunction with Government staff as the CCB chair to facilitate the CCB process including Configuration Management, Database, Hardware, Software, Logistics, Depot, and Cybersecurity. This should include but not be limited to information management of Networks (topology, routing tables), Active Directory (account management, access control), Databases, Inventory Control (licensing, hardware, software).

3.12 Database Exports, Imports, Backups, and Recovery Support: The contractor shall perform exports and backups of WSOMSNET databases with adequate frequency to ensure minimal loss of data. Additionally, the contractor shall provide on demand imports to standalone systems. The contractor shall develop backup procedures and ensure backup validity by testing database restores. The contractor shall coordinate with the WSOMSNET system owner (PM DCATS) to ensure proper backup of database files. The contractor shall monitor export logs daily to ensure backups and exports are executed properly. The contractor shall restore data from system or database backups.

The contractor shall maintain data files and document procedures involved in performing the previously mentioned tasks.

3.13 Database Security and Database User Management Support: The contractor shall develop standard procedures for creating database user IDs. The contractor shall create and remove database user identifications (IDs) and grant database access. The contractor shall maintain data files and document procedures involved in performing the previously mentioned tasks. The contractor shall create and maintain security documentation. The contractor shall advise on security matters related to emerging technologies.

3.14 Database Network Administration Support: The contractor shall maintain and configure database (SQL) Transmission Control Protocol/Internet Protocol (TCP/IP) to ensure connectivity to the WSOMSNET Oracle databases. The contractor shall maintain standard SQL*Net configuration files across the WSOMSNET Oracle Database systems. The contractor shall maintain data files and document procedures.

3.15 Database and SQL Performance Tuning Support: The contractor shall analyze SQL and Procedural Language/Structured Query Language (PL/SQL) code for errors and potential performance problems and recommend code improvements, and implement as requested by the COR. The contractor shall monitor the performance of Oracle Parallel Query Server and make configuration changes as approved by the COR. The contractor shall maintain data files and document procedures involved in performing the previously mentioned tasks.

3.16 Database Integrity and Quality Support: The contractor shall maintain libraries, programs, stored procedures, directories, and files associated with WSOMS databases, database interface codes, user screens, and communications servers. The contractor shall monitor production load and update process to ensure database integrity and quality. The contractor shall update and maintain supporting documentation including Data Dictionaries, Logical Database Entity Relationship Diagrams, Physical Database Layouts, Computer Operation Manuals, Configuration Management Version Control (CMVC) cross reference matrix reports, and program specifications. The contractor shall provide electronic copies of the updates to the Government as the updates are completed. (CDRL A011)

3.17 Application Software Support: The contractor shall sustain applications software utilizing SAP BASIS technology, Database Management System technology, Web-based technology, Graphical User Interface (GUI) technology, computer languages, and operating systems scripts to meet the unique mission requirements.

3.18 Computer Network Operations Support: The contractor shall provide computer network and systems support for network administration and system administration for WSOMS subsystems and network elements in the facilities listed in Appendix 2. The contractor shall maintain the SIPRNET and NIPRNET systems associated with these WSOMS subsystems and network elements at each location identified in Appendix 2.

3.19 Network Administration: The contractor will ensure that configurations for firewalls, switches routers and cryptographic as well as domain controllers are configured correctly and documented through configuration management. The contractor will provide the expertise to provide the sites guidance and assistance to all sites around the world, as required. The contractor will take the lead in troubleshooting NIPRNET, SIPRENT, WSOMS, RMCE LAN and/or WAN issues. The WSOMS on-site support shall be provided during local day shift at the Wideband Consolidated SATCOM System Expert (C-SSE) in Colorado Springs, CO during normal hours of operation (approx. 0730 - 1630 hours), 5 days a week, (excluding weekends and Government-recognized holidays) and will provide on-call 24/7 support.

3.20 Privileged Network Access Support: The Government will appoint Government personnel to obtain privileged network access in order to ensure contractor compliance with appropriate IA/Cybersecurity duties and responsibilities. The contractor must execute such activities as log reviews, account administration, and other duties as the system and network administrator.

3.21 Operating System Support: Types of operating systems used in WSOMS include, but are not limited to, Windows, Unix, Linux, and Virtual Memory System (VMS). The contractor shall perform weekly full system and daily incremental backups of systems where this activity can be done without significant operational impact. The contractor shall administer the servers including, but is not limited to, upgrading, repairing, installing, configuring and integrating new software products, maintaining security, user and group managing, creating shared directories, setting security permissions and may require remote administration may be required due to location of servers.