18-R-0002_Amend_1,_Mod.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

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

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA

FAR (48 CFR) 53.243

This amendment is reducing the level of effort for this requirement.

The follow ing are being removed:

- PWS Section 3.2- System Support and 3.3- System Engineering;

- PWS Section 3.2- System Support and 3.3- System Engineering deliverables (A018, A028, 3.2.1, 3.2.2, 3.3.1);

-Technical Exhibit 1- Table 1; System Administrator 3.2.1, System Analyst 3.2.2 and System Engineering 3.3.2;

-Technical Exhibit 1- Table 2; Programming, System administrator/analyst, System engineering ISE, and w eb developer from training requirements/certif ication requirements;

-Technical Exhibit 2;

- Annex A- Key personnel, Senior Systems Engineering Technician;

-CLIN 0002, 0003, 1002, 1003, 2002, 2003, 3002, 3003, 4002, 4003; and Everything else w ill remain unchanged. Q&A is now added.

1. CONTRACT ID CODE PAGE OF PAGES

J 1 97

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 16-Jan-2018

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

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

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X W912CN-18-R-0002

X 9B. DATED (SEE ITEM 11)

18-Dec-2017

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

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

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

(a) By completing Items 8 and 15, and returning copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN

REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

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

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

16-Jan-2018

CODE

EXPEDITIONARY CONTRACTING COMMAND

413TH CSB, RCO-HAWAII,

742 SANTOS DUMONT AVENUE

BLDG 108, 3RD FLOOR (WAAF)

SCHOFIELD BARRACKS HI 96857-5026

W912CN 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

W912CN-18-R-0002

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION SF 1449 - CONTINUATION SHEET

SOLICITATION/CONTRACT FORM

The required response date/time has changed from 22-Jan-2018 11:00 AM to 29-Jan-2018 01:00 PM.

SUPPLIES OR SERVICES AND PRICES

CLIN 0002

The CLIN extended description has changed from:

Systems Support- FFP System Administration and Analysis Support in accordance with the attached Performance Work Statement Section 3.2

To:

REMOVED.

CLIN 0003

System Engineering Support – FFP System Engineering Support in accordance with the attached Performance Work Statement Section 3.3

CLIN 1002

Systems Support- FFP System Administration and Analysis Support in accordance with the attached Performance Work Statement Section 3.2

CLIN 1003

System Engineering Support – FFP System Engineering Support in accordance with the attached Performance Work Statement Section 3.3

CLIN 2002

Systems Support- FFP System Administration and Analysis Support in accordance with the attached Performance Work Statement Section 3.2

CLIN 2003

System Engineering Support – FFP System Engineering Support in accordance with the attached Performance Work Statement Section 3.3

CLIN 3002

Systems Support- FFP System Administration and Analysis Support in accordance with the attached Performance Work Statement Section 3.2

CLIN 3003

System Engineering Support – FFP System Engineering Support in accordance with the attached Performance Work Statement Section 3.3

CLIN 4002

Systems Support- FFP System Administration and Analysis Support in accordance with the attached Performance Work Statement Section 3.2

CLIN 4003

System Engineering Support – FFP System Engineering Support in accordance with the attached Performance Work Statement Section 3.3

The following have been added by full text:

QUESTIONS AND ANSWERS

# Questions Reference Answer 1 Since this is a re-compete, please provide the name of the incumbent contractor and the contract number or amount of the contract.

Note, this requirement has changed since last year. This is consolidating three contracts; however some parts have been removed/changed:

W912CN-17-C-0027 with 22nd Century $1,179,150.96 W912CN-17-C-0013 with Kukulu

LLC $74,984.32

W81K02-14-P-0016 with Kili LLC $909,711.60

2 The scope of the work includes contractor employees to provide services on the TAMC Campus which includes the hospital facility and all medical classified buildings on Tripler Hill and Fort Shafter. Does the contractor have to have a facility secret clearance?

No, the contractor is not required to have a Facility secret clearance to access the facility on Tripler Hill nor Ft Shafter or any other Medical Facility.

3 Part of our hiring strategy is to offer the right of first refusal to incumbent employees. Will you be able to provide the names of the incumbent so we can contact them?

IAW FAR subpart 22.1204, not less than 30 days before completion of the contract, the predecessor contractor is required to furnish to the contracting officer a certified list of the names of all service employees working under the contract and its subcontracts at the time the list is submitted. The certified list must also contain anniversary dates of employment of each service employee under the contract and subcontracts for services. This will be provided to the awardee.

4 The RFP instructions require offerors to include certification documentation within the proposal for Key Personnel.

The instructions exclude Resumes from page count. Due to the page limitations, will the Government consider excluding certification documentation from page count as well?

Yes, certification documentation is excluded from the page count.

5 Can the Government clarify if the maximum number of past performances is three (3) for each subcontractor, or a total of three (3) for all subcontractors if an offeror has more than one subcontractor?

IAW 52.212-1 there should be no more than (3) of the most relevant contracts or agreements for the prime and no more than (3) for all subcontractors. So no more than (6) should be submitted.

*Note there is a 10 page limit.

6 Will the Government permit the resumes to be included as appendices within the Technical Volume?

No, resumes may not be included in the technical volume.

7 In our review of the services provided under the Kili LLC contract # W81K02-14-P-0016, this contract was to provide Mental Health Services, NAICS 621330 - Offices of Mental Health Practitioners (except Physicians). The new solicited PWS does not contain these Mental Health Services and only includes IT/VI services. Where in the new PWS are these specific Mental Health Services listed?

Government answer to question #1 released

12/27/2017

NAICS 621330 services are not required on this IT/VI contract and as such the PWS demonstrates the omission of this requirement.

8 According to the PWS, located under Section 3 Performance Requirements is

PWS 3.1.8 & 3.1.9 There will be no changes to the methodology utilized by the offeror.

3.1 Computer Help Desk (CHD)

Support; however, under CHD support there is 3.1.8 – SCCM tasks and 3.1.9 – Telehealth VTC Support. Can the government please confirm that these two sub-sections fall under CHD support or should they be moved under different support areas (3.1.8 – be under 3.3 – Systems Engineering Branch Support) & (3.1.9 – be under

3.4 – AV and VI Support)?

The PWS will remain as written.

9 Table 1.0 (page 46) – for SCCM – refers to PWS paragraph 3.3.1;

however, this paragraph discusses System Systems Engineering Technician (SSET) tasks. The SCCM tasks are currently in PWS 3.1.8 (Page

24) under CHD support. Should the SCCM tasks be moved under 3.3 (Systems Engineering Branch Support) and be referred to as 3.3.2? Table 1.0 (page 47) also references 3.3.2 for Systems Engineering. Does Table 1.0 need to change to reflect reference

3.3.1 for Systems Engineering and

3.3.2 for SCCM tasks?

PWS Table 1.0 DoD IAT Levels (Page 46)

There will be no changes to the methodology utilized by the offeror.

The PWS will remain as written.

10 CLIN 0005 – SCCM Support is a separate CLIN. Is this truly a separate CLIN, or should it be part of CLIN 0003 Systems Engineering Support since it is part of Systems Engineering Branch Support?

CLIN 0005 (Page 4) There will be no changes to the

The CLINs will remain as written.

11 On the historical FTE details (page 56), it currently identifies 3.3 – Systems Engineering Branch Support as Mean =1 and Standard Deviation=0, should this be adjusted since under this branch (3.3), there is both Systems Engineering and SCCM Support which is more than 1 FTE?

PWS Historical Perspective (Page 56)

There will be no changes to the methodology utilized by the offeror.

The PWS will remain as written.

12 In PWS 3.1.9 Telehealth Office and Telebehavioral Health are associated with VTC type of tasks, but the deliverables on (Page 26) states “Computer Help Desk” tasks. Should this section be moved under AV/VI Support (3.4) and the deliverables be associated with A012 – Telehealth VTC Inventory?

PWS 3.1.9 (Page 25) There will be no changes to the

The PWS will remain as written.

The CHD is the initial point of entry/remediation for these tasks.

13 52.212-1, Section 4.F. intstructs offerors to use WinZip 6.2 to compress files. Windows 10 has built-in compression tools to zip and unzip files and we have used this software to submit other proposals to the government. Will the government accept the Windows compression tools to zip the proposal files for submittal or do we need to purchase and download WinZip version 6.2?

52.212-1, Section 4.F The government will accept the Windows 10 built in compression tool (7-zip)

14 RFP Page 19 – Section 2.6 Location and Hours of Work – Section 2.6 states: “See paragraph 3 and it’s subparagraphs for more specific Help Desk, Advanced System Analysis/Administration, and VI services schedule changes and overtime requirements.” We did not see any overtime requirements or language in paragraph 3 or its subparagraphs.

Additionally this section also states:

“Video teleconferencing (VTC) technology support may require fluctuating support hours outside core hours of work in order to support staff doing VTC support to various locations through the Pacific Basin.” Will the government please confirm that

RFP Page 19 This is a firm fixed price contract.

overtime (performance required in hours outside of the core hours of 0700 to 1600 Monday through Friday, is billable and will be reimbursed by the government? If so, can the Government please provide a common projection for overtime hours by PWS area to ensure all offerors are proposing against the same requirements?

15 PWS 3.4.7 Telehealth VTC Support - Will the government please provide workload history and ticket history for this requirement?

This paragraph covers a dynamically changing environment. Support may range between 2 and 9 telehealth VTC stations. The main difference is that a more immediate response is needed during patient encounters.

16 Table 1.0 DoD IAT Levels (RFP pages 46 – 47):

a. The SOW paragraph reference for the SCCM performance objective cites

3.3.1. We respectfully recommend that

this reference be changed to cite SOW paragraph 3.1.8 which appears to be more appropriate.

b. The SOW paragraph reference for the System Engineering performance objective cites 3.3.2. We respectfully recommend that reference this be changed to cite SOW paragraph 3.3.1 which appears to be more appropriate.

c. For the System Engineering performance objective (last line of Table 1.0 on Page 47) - Please confirm that the IAT Level required is Level I, not Level II, to be consistent with the Table titled FOR INFORMATION

TECHNOLOGY AND VISUAL

INFORMATION SUPPORT

SERVICES ANNEX A –

REQUIREMENTS(Senior Systems Engineering Technician row) on page 55.

Table 1.0 DoD IAT Levels (RFP pages 46 – 47)

a. It should be changed to 3.1.8

b. No longer applies.

c. No longer applies.

17 Technical Exhibit 2 Advanced Systems Support (RFP page 48) – For the System Analyst - DOHET is listed two times. The first citation states 90 estimated hours per week. The second citation states 120 estimated hours per week. Will the government please confirm if this is a duplication and which line item will be prevail – 90 hours per week or 120 hours per week?

No longer applies

18 Section 5 Proposal Submission Requirements, Page limitations, All Volumes (RFP page 65). Will the government please confirm that volume covers, table of contents, and list of figures are excluded from the volume page counts?

Section 5 Proposal Submission Requirements

Refer Para 5.2 page 65.

19 Section 5.2 Volume II Technical Capability Subsection (1) – Section IA

– Sub-Factor 1 – Certification – Will the government please confirm that key personnel certification copies are excluded from the page count?

Section 5.2 Volume II Technical

See # 4 above response

20 Will the government please confirm that the IRMP Administrative Support Tasks that were included in the previous solicitation (W912CN-16-R- 0026 under PWS 3.5) are not included and not required under the current solicitation/PWS?

As originally mentioned in the site visit, the scope of the solicitation is smaller. Refer to the solicitation as written where portions of paragraphs were subsumed into other areas.

21 In the Questions and Answers released by the government on 12/27/17, under Question 1 – the government provided 3 contracts that are being consolidated to form the scope of the current

RFP/PWS (W912CN‐18‐R‐0002).

Will the government please confirm that the work scope under Contract W912CN-16-P-0165 (which was included under the previous solicitation W912CN-16-R-0026) is not included, and not required, under the current

RFP/PWS (W912CN‐18‐R‐0002)?

As originally mentioned in the site visit, the scope of the solicitation is smaller when compared to solicitation W912CN-16-R-0. Refer to the solicitation as written to determine where portions of paragraphs were subsumed into other areas or were dropped entirely.

22 For contract worker background investigations (NACLC), will the

PWS 4.1.10 Contractors who are U.S. citizens must have a favorable National

Command's Security Manager authorize interim access and issue DoD CACs while the background investigations are being conducted?

Agency Check (NAC) or a NAC must be initiated. Contractors who are foreign nationals must have a completed, favorable NAC prior to reporting to TAMC.

23 In researching the three (3) current incumbent contracts listed in the answer, some contracts are showing that the completion dates have passed.

Can the Government provide the name of the company (ies) that are currently performing each PWS task area, 3.1, 3.2, 3.3 and 3.4?

Government answer to question #1 released 12/27/2017

Para 3.1 and 3.4 subsumes the work in the current solicitation.

24 SF 1449 Block 9 – Issued By and Pg.

63 of the instructions provide same address but unclear if this is the correct location for proposal submission; SF 1449Block 15 – Deliver To offers a different address. Which address is correct for proposal response submission?

SF1449 Block 9 and Pg 63 are the correct location for the submission of the Proposal.

SF1449 Block 15 is the location of where the work will be performed.

25 The deliverable requirements stated in PWS 3.1.9 b) under CHD support for Telehealth Office and Telebehavioural Health and 3.4.7 a) under VI, AV Telehealth VTC Support read almost verbatim. Can the government clarify if this deliverable resides under the CHD tasks or the VI, AV services?

PWS 3.1.9 b) and PWS

3.4.7 a)

The level of resolution provided by each paragraph is tiered. PWS 3.1.9 is low level where 3.4.7 more complex remediation.

26 Under the table in section 6.0 Performance Requirement Summary, the Government refers to "ITC" Help Desk.

Will the Government please clarify/or define the acronym ITC?

6.0 ITC is synonymous with CHD.

27 Under Table 1.0 DoD IAT Levels - SCCM is listed as being under SOW Paragraph 3.3.1. However, SCCM Support is provided under 3.1.8 of the

SOW.

Will the Government please clarify the correct SOW identification under this table?

Technical Exhibit 1 Refer to #16a above.

28 Under Table 1.0 DoD IAT Levels - System Engineering is listed as being under SOW Paragraph 3.3.2. However, System Engineering Support is provided under 3.3.1 of the SOW.

Technical Exhibit 1 No longer applies.

Will the Government please clarify the correct SOW identification under this table?

29 Please confirm whether Site manager, VI/AV Personnel, and Admin Assistance need to meet any IAT or IT levels or hold any special Certs.

Technical Exhibit 1 & Annex A

Refer to table 1.0 in Para 2.b.

30 Under Table 1.0 - DoD IA DoD IAT Levels on Page 47, the table states that System Engineering is an IAT Level II;

however, Annex A on page 55 States that the Systems Engineering LCAT is IAT Level I.

Which one is correct?

Technical Exhibit 1 & Annex A

No longer applies.

31 Under Table 1.0 - DoD IA DoD IAT Levels on Page 48, the table shows Preferred Computer Environment (CE) Certifications for IAT Level I and Level II:

Is the Government asking for these instead of baseline certs?

Technical Exhibit 1 The government will accept the certs listed in Table 2.0 for the appropriate areas.

32 Technical exhibit 3 does not provide the SLA and LOE information section

3.1.8 of the SOW for SCCM support services.

Should Offers assume that there is no specific SLA or LOE based for this area of CHD support?

Technical Exhibit 3 Refer the SLA and LOE in the first portion of the exhibit. Note actual paragraph for unique items.

33 Under the solicitation instruction for Volume II: Technical Capability, the page limitation is listed as no more than 12 pages for the entire Volume II, with the table of contents and resumes not included in the page count and each resume is limited to two pages.

The solicitation requires the that offeror provide evidence of certifications and submit copies of qualifications and certifications. With the number of key personnel resumes that are requiring certifications documentation offeror will likely exceed the page limitation as state for Volume II, in order to be compliant with the requirements.

Will the Government consider excluding the certification

Section 5.2 Yes, exclude certification documentation from the page count.

documentation requirements from the page count of Volume 2.

34 If individuals that fit the requirements, and are willing to relocate to service location, would this instance be disadvantageous to the proposal submitted?

Based on the solicitation requirement that specifically requests that offerors provide the work location of the key personnel, is it a disadvantage if the work location was not local to Hawaii?

Sub-factor 2.1.1 No.

35 Will the Govt provide GS equivalent mapping for wage grade covered labor categories (or GS level suggested mapping)?

N/A No.

36 Are Admin Assistances required on this effort?

N/A Refer to the PWS as written.

37 Will the SBA advocate or contracting officer investigate a company that enters into teaming agreements or joint venture arrangements where both companies misrepresent material information to the SBA or contracting agency?

N/A This question is vague. Assuming this is in regard to the company’s business status/size standard/NAIC.

If nothing is found during the past performance evaluation and If said company is the potential awardee other than the contracting officer responsibility determination, the company will be approved by the

SBA before award is made. If information is provided to the Contracting office it will be forwarded to the SBA for their determination.

38 As bidders, we would like to express concerns about the use of Lowest Price, Technically Acceptable (LPTA) selection criteria that essentially defaults to the lowest price bidder, independent of quality. We respectfully request the USG define [technically acceptable] appropriately to ensure adequate quality.” Will the government consider changing the acquisition strategy to Best Value?

Basis of Award sec 1 This will be LPTA

39 Is there a record of contract performance for the incumbent contractors performing the requirements currently?

N/A Any records are in PPIRs.

40 In accordance with the FAR, “If the contracting officer documents the file pursuant to 15.304(c)(3)(iii), past performance need not be an evaluation factor in lowest price technically

N/A IAW 52.212-2 award will be based on LPTA which is in the best value continuum.

acceptable source selections.”

Guidance from the FAR and DOD allows bidders with no relevant past performance to be treated as though they have the same past performance as the most experienced firms in the industry. If you believe past performance is a predictor of future results, then we would ask that the USG utilize best value and steer clear of LPTA evaluation criteria.

41 Do personnel currently performing on the requirement require a Secret Clearance to support certain areas?

N/A No

42 It is difficult to determine which Key Personnel position requires a Preferred Computing Environment, such as the

SCCM.

Will the Government state what Preferred Computing Environment is needed for each Key Personnel position?

Refer to Para 2 tables 1.0 and 2.0

43 Will the Government accept a CISSP instead of a SSCP certification?

Yes.

44 Can workflows be automated with remedy and secondary systems to increase responsiveness and accuracy?

Par 3.1 Remedy is utilized by the site, but could change depending on higher level enterprise guidance.

45 Will the government allow ITIL frameworks to be incorporated into the Hep desk process?

This will cause the government to change IT process to gain efficiencies.

Par 3.1 See answer #45.

46 Does the government have an inventory management system to track the 9000 endpoints?

Par 3.1 Yes

47 Is SCCM/ACAS used to monitor IAVA compliance? Is the support to the IA staff access to the logs or revalidation?

Par 3.1 Yes

48 Does TAMC have remote admin software to allow faster remediation of issues?

Par 3.1 Yes.

49 Is Remedy a service from DHA or does the contract support it?

Par 3.1 DHA

50 PAC Voice will replace the Analog PBX with VOIP, will it be supported by the 30th SIG BN or this contract?

Par 3.1.1 No

51 What are the criteria for system upgrades?

Par 3.1.1 Desktop refresh.

52 Will the contract be required to support the upgrades and if required will a surge in manpower be authorized?

Par 3.1.1 Yes. Firmed fixed price contract.

53 The title does not match the sub- Par 3.1.4 Disposition of automation.

bullets. Is this paragraph subject automation or DRMOing batteries?

54 Subparagraph mentions Windows 2008 server which has to have a POAM to be allowed on networks.

Will the government provide the solution to migrate to Windows 2012R2?

Par 3.2.1 Yes.

55 Does TAMC support visualization? Par 3.2.1 No.

56 How many physical hosts, virtual host and OSs?

Par 3.2.1 No longer applies

57 Department Share Point is mentioned.

Does TAMC have its own Instance or is it using an enterprise version like DISA DEPS? Is the contract required to maintain the instance?

Par 3.2.2 No longer applies

58 Does TAMC run its own Exchange server?

Par 3.3.1 No longer applies

59 What percentage of engineering services is Microsoft, Network, Security, etc.

Par 3.3.1 No longer applies

60 What is the current SAN/NAS/Tape solution?

Par 3.3.1 No longer applies

61 What is the VPN solution? Par 3.3.1 No longer applies 62 If a POAM is submitted to replace or fix VTCs is that enough? The timeline will have to start once the government funds the solutions

Par 3.4 ? Ambiguous question.

63 SCCM administrator is usually considered and Admin with IAT Level 2., is level one correct?

Technical Exhibit 1 Table 1.0

IAT II

64 System engineers are usually considered IASEA not IAM is this correct?

Technical Exhibit 1 Table 1.0

No longer applies

65 Would ITIL be considered as a common computing environment for Workflow manager?

Table 2.0 No.

66 If the government mandates new software or hardware will the government pay to train the contractors as part of the fielding of the new system?

Table 2.0 Yes.

67 Symantec endpoint is mentioned, should it be Mcafee?

Annex A No longer applies

68 There is no mention of VMware, is this correct?

Annex A No longer applies

69 In accordance with FAR 52.222-42, will the Government provide a

See page 97 of solicitation for 52.222-42 mapping of service covered labor categories classes to GS equivalents rates and fringes that will be employed under the contract?

70 Annex A of the solicitation provides historical FTE numbers and projection estimates for each PWS task area that subjectively are the premise for offerors pricing for each area and FFP CLIN. Statements from the Government during the industry day/site visit indicated that there have been recent reductions to the workforce.

Are these reductions based on LOE decreases?

Also, will these reductions be accurately revised in the solicitation documents to warrant fair competition to offerors that are not current incumbents performing the requirements?

Annex A Yes based on LOE. Focus on the PWS paragraphs as written to determine the areas of change and how it correlates to the historical figures.

71 Is the pricing for the 30 day transition period to be included with in the base year CLINS 0001-0006?

PWS 4.6 Transition Yes

72 Is the 50-mile rule applicable for travel away from TAMC and or Warrior Ohana Medical Clinic?

Reference Para 1.2 The areas supported are well within a 50 mile radius of each other.

73 Referencing all time entered into DMHRSi will the contractor have access or receive a printout of all time?

Reference Para 2.3.3 Individual contractors are able to provide screen captures of their submissions.

74 The Contractor shall require all employees to wear distinctive uniform clothing for ready identification and assure that every employee is in uniform. The company name shall be visible on the uniform. An acceptable uniform is a collared shirt, closed toe shoes, and pants or skirt. Skirt length may be up to or below the knees. The Contractor employees must adhere to TAMC IMD Dress standards. Does this mean a “uniform?”

Reference Para 2.3.3 Yes, as written.

75 Can we assume a variable for FTE working hours/ month as 160 hours/month? General

Yes.

76 Does any task outside of 3.1.5 CHD 3.1 Computer Help Desk Refer to 3.4 for on call.

Help Desk Support require coverage from 0600 – 1800 daily?

Support; b) The Contractor is required to operate the Help Desk whose operations are from 0600 to 1800 five (5) days per week, Monday - Friday

Does the entire CHD team supporting

3.1.5 sit in the same space/ area?

3.1.5 The Contractor shall

provide customer support services for the CHD.

Yes.

Does the CHD supporting task 3.1.5 sit near the staff supporting task 3.1.6 CHD Walk-up Help Desk?

3.1.5 and 3.1.6 The Contractor shall provide One Stop Shop / Walk-up customer services for

CHD.

No.

79 Does the staff supporting task 3.1.7 deployment of EUD’s sit near the staff supporting task 3.1.4 IT Automation?

3.1.7 The Contractor shall

provide support for deployment of EUD's.

Yes.

Can the Site Manager take on a duel role or can another key resource assume the responsibility of the SM.

2.3.3 Personnel

Administration

2.6 Location and Hours of

Work Annex A

No.

How mature is TAMC's automated patching using SCCM?

3.1.8 The Contractor shall

provide Microsoft System Center Configuration Management Support and IAVA compliance.

3.2.1 The Contractor shall

perform System Administration for various TAMC systems.

Primarily SCCM with break-fix for devices that can no longer be readhed.

Does each TAMC team utilize a TAMC VI/ IT/ VTC SharePoint site as a collaboration and tracking tool?

General Environment;

Also

3.4 Audiovisual (AV) and

Visual Information (VI) Support

No .

83 Is there a requirement to provide what is traditionally considered a "technical approach"? That is, a response to the technical requirements of the RFP, outlining the Offeror's intended steps, tools, etc. to execute the required work?

5.2- Volume II: Technical Capability

The offeror shall provide rationale sufficient to allow an objective evaluation of their technical approach.

With the 12-page limit in Volume II, would the government permitSub- Factor 1 - Certification, and its contents (such as copies of certifications) to be outside of page count for this Volume?

5.2- Volume II: Technical Capability. (1) Section I A

- Sub-Factor 1 – Certification - The offeror shall provide evidence of certifications and submit copies of qualifications and certifications as described in the table listed under PWS Annex A- Key Personnel

Yes.

Minimum Requirements.

85 Has TAMC established a Tier 0 capability for the enterprise? General Environment Irrelevant to solicitation.

How mature are TAMC’s knowledge baseline articles? Are they kept on a SharePoint site for the TAMC IT Team?

3.1, 3.2, 3.3, 3.4 - Documentation

Remedy KBs are utilized. First initiation of support is an enterprise contracted Global Service Center.

Remediation that requires touch support is passed to the CHD.

87 The Certification instructions specify that resumes don’t count toward the page count limit, do proof of certifications not count as well?

Instructions to Offerors

5.2 (1)

See #4 above

88 Will the Government accept hand-delivered responses?

Instructions to Offerors

5.2 (1)

Yes

89 In order to allow bidders to fully incorporate what we learned from the site visit, would the Government consider a one-week extension to the due date?

Instructions to Offerors

5.2 (1)

This solicitation will be extended by one week due to the amendment.

The following have been modified:

PERFORMANCE WORK STATEMENT

Performance Work Statement (PWS) Information Technology (IT) and Visual Information (VI) Support and Services at Tripler Army Medical Center Campus and their Supported Outlying Facilities in Hawaii

09 JAN 18

Version 19

1 Introduction

1.1 Background

1.2 Scope

2 General Requirements

2.1 Non-Personal Services

2.2 Business Relations

2.3 Contract Administration and Management

2.3.1 Contract Management

2.3.2 Contract Administration

2.3.3 Personnel Administration

2.4 Subcontract Management

2.5 Contractor Personnel, Disciplines, and Specialties

2.6 Location and Hours of Work

2.7 Travel

3 Performance Requirements

3.1 Computer Help Desk (CHD) Support

3.2 Not Used

3.3 Not Used

3.4 Audiovisual (AV) and Visual Information (VI) Support

4 Special Requirements

4.1 Security Requirements

4.2 Privacy Act

4.3 4.3 Confidentiality

4.4 Common Access Card (CAC)

4.5 Email Display Name and Signature Block

4.6 Transition

4.7 Physical Security/Equipment Incidental to Contract Performance

4.8 Special Provisions

5 Deliverables 6 Performance Requirements Summary

Technical Exhibit 1: Information Assurance Requirement Technical Exhibit 3: Computer Help Desk (CHD) Support Technical Exhibit 4: AV/VI Support Services

Annex A - Key Personnel Requirements

Performance Work Statement (PWS)

Information Technology (IT) and Visual Information (VI) Support and Services

1 Introduction Tripler Army Medical Center (TAMC) serves as the premier Health Readiness Platform in the Regional HealthCare Pacific (RHCP) area of responsibility by providing high quality, safe, patient centered healthcare;

sustaining and building medical capacity and capability; and ensuring a medically ready force in order to optimize the health readiness, and resiliency of America’s fighting forces and all we are honored to serve.

TAMC’s Information Management Division (IMD) is the information technology (IT) department that provides IT and Visual Information (VI) services for Tripler and those customers on the island of Oahu that resides on our information network. Selective use of telehealth (TH) is employed to increase readiness, access and quality of care and patient safety.

1.1 Background

The Information Management Division has acquired contractor services to achieve their IT and VI mission for over twelve years. Likewise, the TeleHealth (TH) Office has contracted IT/VI support since 2008 and in 2010, RHCP started to provide routine Tele-Behavioral Health (TBH) services from a TBH Hub (Clinic) at TAMC to locations on Oahu, the Mainland U.S. and throughout the Pacific AOR. The contractor staff providing IT and VI services work together with government employees to accomplish the TAMC mission of delivering quality health services.

1.2 Scope

The intent of this contract is to provide the Information Management Division with IT, VI and administrative support services. IT support services include but are not limited to: help desk, IM/IT management, system center configuration manager (SCCM) and IT related administrative support. VI support services include but are not limited to: medical/non-medical photography, video teleconferencing (VTC), use and support of web-based collaboration tools and portals, scheduling/coordination for patient/provider telehealth exercises, group sessions, briefings, conferences, meetings and ceremonies, satellite reception, in-house television broadcasting, medical/non-medical graphics, VI digital services for briefings, conferences, meetings, ceremonies and classroom instruction, and VI related administrative services.

Services will be provided on-site on the TAMC Campus (which includes the hospital facility and all medical classified buildings on Tripler Hill and Fort Shafter.), eMSM Offices, and Warrior Ohana Medical Home Clinic (WOMH), with infrequent support services at Schofield Barracks Health Clinic The contractor may also be required to provide services at other off- site locations requiring contractor support or presence. The contractor's site manager will be notified by their contractor staff when off-site services are required.

2 General Requirements This section describes the general requirements for this effort. The following sub-sections provide details of various considerations on this effort.

2.1 Non-Personal Services

The Government will not supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the Contracting Officer (KO) immediately.

2.2 Business Relations

The contractor shall successfully integrate and coordinate all activity needed to execute the requirement. The contractor shall manage the timeliness, completeness, and quality of problem identification. The contractor shall provide corrective action plans, proposal submittals, timely identification of issues, and effective management of subcontractors. The contractor shall seek to ensure customer satisfaction and professional and ethical behavior of all contractor personnel.

2.3 Contract Administration and Management

The following subsections specify requirements for contract, management, and personnel administration.

2.3.1 Contract Management

The contractor shall establish clear organizational lines of authority and responsibility to ensure effective management of the resources assigned to the requirement. The contractor must maintain continuity between the support operations at Tripler Army Medical Center and its supported clinics, and the contractor's corporate offices.

2.3.2 Contract Administration

The contractor shall establish processes and assign appropriate resources to effectively administer the requirement. The contractor shall respond to Government requests for contractual actions within acceptable timelines. Timelines are identified in the Performance Requirements (paragraph 3) and Technical Exhibits 1 through 6 or as agreed to in writing by the Contracting Officer. The contractor shall have a single point of contact between the Government Contracting Officer’s Representative (COR) and Contractor personnel assigned to support the task order. The contractor shall assign work effort and maintain proper and accurate time keeping records of personnel assigned to work on the requirement. Contractor will prepare, submit and present a quarterly report showing activities conducted to include, but not limited to, Help Tickets generated/resolved, issues and/or resolutions, any recommendations for potential process improvement.

Deliverables A004 Quarterly Report

2.3.3 Personnel Administration

The contractor shall provide the following management and support as required. The contractor shall provide for employees during designated Government non-work days or other periods where Government offices are closed due to weather or security conditions when directed by the Contracting Officer. The contractor shall maintain the currency of their employees by providing initial and refresher training as required to meet the PWS requirements. For the purpose of reporting duties performed at TAMC to higher Command, the contractor’s employees shall enter their time accounting data at Defense Medical Human Resource System – internet (DMHRSi), the Defense Health Agency’s human resource management tool that includes all civilian, military, contractor and volunteer assets. The contractor’s site manager shall use DMHRSi to approve the employees’ DMHRSi submissions by bi-weekly deadlines specified by the Government. The contractor shall provide necessary infrastructure to support contract tasks. The contractor shall complete all mandatory TAMC training. For mandatory Information Assurance training and certification requirements and fees see Technical Exhibit 1. The Contractor shall be responsible for maintaining satisfactory standards of employee competency, conduct, appearance, and integrity. The Contractor shall require all employees to wear distinctive uniform clothing for ready identification and assure that every employee is in uniform. The company name shall be visible on the uniform. An acceptable uniform is a collared shirt, closed toe shoes, and pants or skirt. Skirt length may be up to or below the knees. The Contractor employees must adhere to TAMC IMD Dress standards.

2.4 Subcontract Management

The contractor shall be responsible for any subcontract management necessary to integrate work performed on this requirement and shall be responsible and accountable for subcontractor performance on this requirement.

The prime contractor will manage work distribution to ensure there are no Organizational Conflict of Interest (OCI) considerations. Contractors may add subcontractors to their team after notification to the Contracting Officer (KO).

2.5 Contractor Personnel, Disciplines, and Specialties

The contractor shall accomplish the assigned work by employing and utilizing qualified personnel with appropriate combinations of education, training, and experience. The contractor shall match personnel skills to the work or task. Key personnel are considered to be essential to the work being performed under this contract.

Key personnel are identified in Annex A. Contractor must provide resumes during any key personnel transitions. Resumes must be approved by the site COR. A permanent back-fill must be in place for all Key personnel within 10 business days.

2.6 Location and Hours of Work

Accomplishment of the results contained in this PWS requires work primarily at Tripler Army Medical Center and Warrior Ohana Medical Clinic with occasional support services at Schofield Barracks Health Clinic, Ft.

Shafter, and other local sites on the island of Oahu. Normal workdays are Monday through Friday except U.S.

Federal Holidays. Core hours of work are from 0700 to 1600 daily. Key personnel must be present during core hours. Video teleconferencing (VTC) technology support may require fluctuating support hours outside core hours of work in order to support staff doing VTC support to various locations through the Pacific Basin. Help desk operations are required from 0600 to 1800 (Mon thru Fri). Attendance during training holidays, inclement weather or security closures will be handled on a case by case basis. The contractor’s site manager will be notified when contractor staff should not report to work. See paragraph 3 and it’s subparagraphs for more specific Help Desk, and VI services schedule changes and overtime requirements. TAMC and its supported clinics follow the Army Medical Command's establishment of Tobacco Free Medical Campuses (TFMC). There are restrictions pertaining to the use of tobacco products for all personnel working in or visiting a TFMC. For the purposes of this contract, tobacco products would include but is not limited to cigarettes, cigars, pipes, smokeless tobacco (chewing or snuff), and electronic nicotine delivery devices (e.g. e-cigarettes, e-cigars, or e-pipes). The use of tobacco is prohibited at all times with the following exceptions;

during the established lunch period of an individual and only in areas designated by the facilities.

2.7 Travel

The contractor may be required to travel to other local government facilities or other contractor facilities to perform duties.

3 Performance Requirements The following section specifies the Performance Objectives and Performance Elements for the contract. These contract objectives and elements are performed within a military healthcare environment, which poses unique difference in providing the level of IT services.

3.1 Computer Help Desk Support

The contractor shall be required to provide all labor and materials necessary to accomplish the Computer Help Desk services as per the service level agreement outlined in Technical Exhibit 3 and provide support to the Chief of the CHD. The staffing of the Help Desk may require expansion. The contractor shall:

a) Resolve technical operational problems for approximately 9000 end user devices (EUD's) (for example, desktop computers, printers, scanners, fax machines, copiers, decentralized healthcare systems, etc).

b) The contractor is required to operate the Help Desk whose operations are from 0600 to 1800 five (5) days per week, Monday - Friday.

c) Responsible for the initial installation, implementation, and management of desktop computers, top-down application software, and commercial off-the-shelf software packages.

d) Provide support and training to individual customers /users on basic desktop computer operations and application software on a case-by-case basis.

e) Support the Information Assurance staff with accomplishing Information Assurance Vulnerability Assessment (IAVA) compliance as identified by Government staff for decentralized and central systems.

f) Document work in current work ticketing systems, update status of open ticket on a weekly basis, resolve tickets on work completed, update pending ticket based on estimated completion date. Track and document all work not tracked in DHA (GSC) ticketing system in appropriate tracking systems.

g) Follow-up with customers that submit low Remedy survey within 14 day and send follow-up note to CHD lead for input into DHA Ticketing system.

3.1.1 The Contractor shall provide IT management services for the Warrior Ohana Medical Home (WOMH) Clinic.

The contractor shall provide IT management services at WOMH with the required training and experience to accomplish the following tasks:

a) Maintain all IM/IT systems, equipment, and infrastructure located at the WOMH clinic.

b) Coordinate and provide touch labor support, in conjunction with other TAMC IMD sections and Medical

Command (MEDCOM) technical support personnel, for systems to include but not limited to patient queuing system, Pharmacy System, Voice over Internet Protocol (VoIP) voice switch, local servers (.i.e. print, file, and distribution), communications connectivity for laboratory ancillary equipment, IT equipment, and the Voice/Data/CATV network infrastructure located at the clinic. A majority of these systems are supported by specific vendor maintenance contracts that require the contractor to coordinate with the vendor and government with regard to break/fix repairs and system upgrades.

c) Monitor and report to Networking Branch and CHD Chief on any leased circuit and equipment outages affecting IT operations at the clinic.

d) Monitor climate controls affecting IM/IT communications and IT equipment.

e) Will require travel to WOMH Clinic and may require travel to and from TAMC in support of systems and applications, attend meetings, and obtain training. WOMH is located at 91-1010 Shangrila Street Kapolei, HI 96707-2102 Approx. 18.9 miles from TAMC.

f) See Technical Exhibit 3 for Level of Effort (LOE) and Service Level Agreement (SLA).

Performance Standards

a) STD: Respond and resolve IT requests within service level agreement (SLA). See Technical Exhibit 3.

AQL: 95% of the time

b) Receive no more than 2 validated poor surveys a month.

AQL: 100% of the time

A021 WOMH clinic IT related tasks

3.1.2 The Contractor shall provide work flow management for the Computer Help Desk.

The contractor shall provide an IT workflow manager with the required training and experience to accomplish the following tasks:

a) Review, assign, and distribute work tickets in all queues maintained by the CHD. The CHD Help Desk is responsible for distributing work tickets using a service desk application.

b) Manage assignment group membership and request to add, delete, or modify assignees and groups as needed.

c) Create, update, and remove templates and Knowledge Base (KB) articles for use by the Global Service Center (GSC) to resolve most tier 1 issues remotely. Provide monthly summary of additions, modifications and deletions.

d) Review, redirect, and remediate misrouted tickets by reviewing KBs, submit Quality Assurance tickets to GSC, and work with various IMD sections on ticket work flow.

e) Provide status reports on tickets, IAVAs, and scheduled activities monthly or as requested.

f) See Technical Exhibit 3 for Level of Effort (LOE).

a) STD: Routes, assigns and monitors work tickets within established timelines (see Technical Exhibit 3)

AQL: 95% of the time.

A033 CHD tasks

3.1.3 The Contractor shall provide IT support for key staff members and Command Group.

The contractor shall:

a) Provide high level, individualized IT support for the Command group (approximately 24 staff members) and other key staff members (approximately 10) as established in the current work ticket system.

b) Carry government furnished Mobile Email Device to respond to technical issues that are time sensitive during core hours. Reference Technical Exhibit 3 for response times.

c) Assist the CHD staff to resolve a variety of IT problems and provide preventative solutions.

d) Develop Knowledge Base (KB) articles and Standard Operating Procedures (SOP) for GSC and local Help Desk. Provide monthly summary of additions, modifications and deletions.

e) Responds to GSC request to update VIP access list and KBs. Make immediate changes as key personnel change.

a) STD: Respond and resolve IT requests within service level agreement (SLA). See Technical Exhibit 3.

AQL: 95% of the time

b) STD: Maintain relevance and accuracy of KBs and SOPs.

AQL: 95% of the time

c) Receive no more than 2 validated poor surveys a month.

AQL: 100% of the time

A023 IT support for Command Group and key staff members

3.1.4 The Contractor shall provide IT automation services for CHD.

a) . Provide technical and administrative support for the processing of government determined excess IT equipment which involves tracking and disposal of IT equipment. For estimation purposes, workload consists of processing approximately 3500 excess assets per year.

b) Insure TAMC hazardous communication (HAZCOM) training is up-to-date for disposing of batteries and other hazardous materials for IMD only.

c) Process documentation for the disposal and turn-in of IT equipment and insure removal of associated active directory accounts. Utilize an automated system to input information resources to insure accuracy of turn-in documentation. Input data for tracking tools to include routine data preparation, data input, verification, and distribution reports. .

d) Coordinate with hand receipt holders for the physical inspection of items for condition coding.

e) See…