18-R-0002,_Sol.pdf

SEE ADDENDUM

(No Collect Calls)

W912CN-18-R-0002 18-Dec-2017

b. TELEPHONE NUMBER

808-656-0995

8. OFFER DUE DATE/LOCAL TIME

11:00 AM 22 Jan 2018

5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA – FAR (48 CFR) 53.212

(TYPE OR PRINT)

(SIGNATURE OF CONTRACTING OFFICER)

ADDENDA ARE

26. TOTAL AWARD AMOUNT (For Gov t. Use Only )

23.

CODE 10. THIS ACQUISITION IS

SUCH ADDRESS IN OFFER

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT

BELOW IS CHECKED

TELEPHONE NO.

W912CN9. ISSUED BY

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a. UNLESS BLOCK

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME

STEPHANIE A. HUNTER

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NUMBER

(TYPE OR PRINT)

30b. NAME AND TITLE OF SIGNER 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a.UNITED STATES OF AMERICA

0 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1. 52.212-4. FAR 52.212-3. 52.212-5 ARE ATTACHED.

25. ACCOUNTING AND APPROPRIATION DATA

1. REQUISITION NUMBER

20.

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, AND 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

ARE NOT ATTACHED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

. YOUR OFFER ON SOLICITATION

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

% FOR:SET ASIDE:UNRESTRICTED OR X

SMALL BUSINESS

17a.CONTRACTOR/ CODE FACILITY

OFFEROR CODE

EXPEDITIONARY CONTRACTING COMMAND

413TH CSB, RCO-HAWAII,

742 SANTOS DUMONT AVENUE

BLDG 108, 3RD FLOOR (WAAF)

SCHOFIELD BARRACKS HI 96857-5026

18a. PAYMENT WILL BE MADE BY CODE

RATED ORDER UNDER

DPAS (15 CFR 700)

13a. THIS CONTRACT IS A

13b. RATING

CODE15. DELIVER TO CODE WX3JN7 16. ADMINISTERED BY

12. DISCOUNT TERMS11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

14. METHOD OF SOLICITATION

RFQ IFB RFPX

TRIPLER ARMY MEDICAL CENTER

LEI KAWAMURA

INFORMATION MANAGEMENT DIV RESOURCE & PLANS

1 JARRETT WHITE RD RM 2D117

TRIPLER AMC HI 96859-5000

TEL: 8084339337 FAX: 8084333483

FAX:

TEL: SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

X 8(A)

HUBZONE SMALL

BUSINESS

SIZE STANDARD:

$27,500,000

NAICS:

541513

X

OFFER DATED

29. AWARD OF CONTRACT: REF.

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

EMAIL:

TEL:

31c. DATE SIGNED

SEE SCHEDULE

SCHEDULE OF SUPPLIES/ SERVICESITEM NO. QUANTITY UNIT UNIT PRICE AMOUNT

24.22.21.19.

WOMEN-OWNED SMALL BUSINESS (WOSB)

ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

(CONTINUED)

PAGE 2 OF121

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED: ______________________________________________________

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f . TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

37. CHECK NUMBER

FINALPARTIALCOMPLETE

36. PAYMENT35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER

FINAL

33. SHIP NUMBER

PARTIAL

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER 40. PAID BY

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

STANDARD FORM 1449 (REV. 2/2012) BACK

Prescribed by GSA – FAR (48 CFR) 53.212

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

SEE SCHEDULE

20.

SCHEDULE OF SUPPLIES/ SERVICES

21.

QUANTITY UNIT

22. 23.

UNIT PRICE

24.

AMOUNT

19.

ITEM NO.

W912CN-18-R-0002

Section SF 1449 - CONTINUATION SHEET

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

0001 12 Months D399- Other Computer Services

FFP

Computer Helpdesk Support – FFP IIT Helpdesk Support in accordance with the attached Performance Work Statement Section 3.1 (with the exception of 3.1.8) FOB: Destination

NET AMT

0002 12 Months D399- Other Computer Services

FFP

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

0003 12 Months D399- Other Computer Services

FFP

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

0004 12 Months D399- Other Computer Services

FFP

Audio Visual and Visual Information (VI) Support- FFP Audio Visual and VI SUPPORT SERVICES in accordance with the attached Performance Work Statement Section 3.4.

0005 12 Months D399- Other Computer Services

FFP

SCCM Support - FFP SCCM Support in accordance with the attached Performance Work Statement Section 3.1.8

0006 1 Job Contract Manpower Reporting

FFP

Contract Manpower Reporting IAW PWS SECTION 4.8.7

1001 12 Months OPTION D399- Other Computer Services

FFP

Computer Helpdesk Support – FFP IIT Helpdesk Support in accordance with the

1002 12 Months OPTION D399- Other Computer Services

FFP

Systems Support- FFP System Administration and Analysis Support in accordance

1003 12 Months OPTION D399- Other Computer Services

FFP

System Engineering Support – FFP System Engineering Support in accordance

1004 12 Months OPTION D399- Other Computer Services

FFP

Audio Visual and Visual Information (VI) Support- FFP Audio Visual and VI SUPPORT SERVICES in accordance with the attached Performance Work

1005 12 Months OPTION D399- Other Computer Services

FFP

SCCM Support - FFP SCCM Support in accordance with the attached Performance

1006 1 Job OPTION Contract Manpower Reporting

FFP

Contract Manpower Reporting IAW PWS section 4.8.7

2001 12 Months OPTION D399- Other Computer Services

FFP

Computer Helpdesk Support – FFP IIT Helpdesk Support in accordance with the

2002 12 Months OPTION D399- Other Computer Services

FFP

Systems Support- FFP System Administration and Analysis Support in accordance

2003 12 Months OPTION D399- Other Computer Services

FFP

System Engineering Support – FFP System Engineering Support in accordance

2004 12 Months OPTION D399- Other Computer Services

FFP

Audio Visual and Visual Information (VI) Support- FFP Audio Visual and VI SUPPORT SERVICES in accordance with the attached Performance Work

2005 12 Months OPTION D399- Other Computer Services

FFP

SCCM Support - FFP SCCM Support in accordance with the attached Performance

2006 1 Job OPTION Contract Manpower Reporting

FFP

3001 12 Months OPTION D399- Other Computer Services

FFP

Computer Helpdesk Support – FFP IIT Helpdesk Support in accordance with the

3002 12 Months OPTION D399- Other Computer Services

FFP

Systems Support- FFP System Administration and Analysis Support in accordance

3003 12 Months OPTION D399- Other Computer Services

FFP

System Engineering Support – FFP System Engineering Support in accordance

3004 12 Months OPTION D399- Other Computer Services

FFP

Audio Visual and Visual Information (VI) Support- FFP Audio Visual and VI SUPPORT SERVICES in accordance with the attached Performance Work

3005 12 Months OPTION D399- Other Computer Services

FFP

SCCM Support - FFP SCCM Support in accordance with the attached Performance

3006 1 Job OPTION Contract Manpower Reporting

FFP

4001 12 Months OPTION D399- Other Computer Services

FFP

Computer Helpdesk Support – FFP IIT Helpdesk Support in accordance with the

4002 12 Months OPTION D399- Other Computer Services

FFP

Systems Support- FFP System Administration and Analysis Support in accordance

4003 12 Months OPTION D399- Other Computer Services

FFP

System Engineering Support – FFP System Engineering Support in accordance

4004 12 Months OPTION D399- Other Computer Services

FFP

Audio Visual and Visual Information (VI) Support- FFP Audio Visual and VI SUPPORT SERVICES in accordance with the attached Performance Work

4005 12 Months OPTION D399- Other Computer Services

FFP

SCCM Support - FFP SCCM Support in accordance with the attached Performance

4006 1 Job OPTION Contract Manpower Reporting

FFP

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

10 OCT 2017

Version 17

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 Advanced Systems Support

3.3 Systems Engineering Branch Support

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

4 Special Requirements

4.1 Security Requirements

4.2 Privacy Act

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 2: Advanced Systems Support 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, system administrator/analyst (SA), IM/IT management, system engineering, 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, Advanced System Analysis/Administration, 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 Technical Exhibit 3 for Level of Effort (LOE).

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

3.1.5 The Contractor shall provide customer support services for the CHD.

a) Provide support to resolve a wide range of end user device (EUD) related problems and restore operability to systems and escalate problems for resolution to appropriate IMD staff when required.

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

c) Insure all EUD's worked on are fully compliant with all Information Assurance (IA) and top down directed controls to include but not limited to Anti-Virus, Data at Rest ,Host based Security System, System Center Configuration Manager, and other clients, agents, or settings. Document Information Assurance (IA) compliance checks in ticket resolution.

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

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

AQL: 95% of the time

b) STD: TAMC EUD's are IAVA compliant

AQL: 100% of EUDs are compliant by suspense date for all IAVA Category A's. 95% of EUDs compliant by suspense date for IAVA Category B and T's.

c) STD: TAMC EUD's are loaded with current TAMC Supported OS, current MS Office Suite and Web Browser

AQL: 98% of EUD' are kept current with TAMC Supported OS, MS Office Suite, Web Browser and

Information Assurance (IA) and top down directed controls

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

3.1.6 The Contractor shall provide One Stop Shop / Walk-up customer services for CHD.

a) Provide services for TAMC in-processing/out-processing activities involving IT.

b) Work with Information Assurance (IA) and Systems Engineering branches to insure in- processing/out-processing procedures are in compliance with policies and technical controls.

c) Provide services for the loan-out equipment closet by tracking equipment, notifying users when equipment is delinquent, and report items that are broken or lost.

d) Service walk-in customers who require IT assistance (e.g. accepting and returning EUD's in need of repair and assisting customers with other IT issues).

a) STD: Service customers while keeping wait time less than 30 min (see Technical Exhibit 3)

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

AQL: 100% of the time

3.1.7 The Contractor shall provide support for deployment of EUD's.

a) Provide support for ongoing deployment of new and replacement EUD's.

b) Document all EUD deployment in the designated application and ticketing system.

c) Coordinate with IMD Hand Receipt Holder (HRH), Logistics Division, and Department HRH to request for EUD stock and to transfer it to the appropriate department HRH.

d) Work closely with EUD Lifecycle Management team to insure proper transfer of items, accountability of inventory in CHD stock, and planning for future orders.

e) Coordinate and lead Program Office surge support staff DHA Program office provided EUD refreshes.

a) STD: Deploy/replace 25% of TAMC EUDs per fiscal year (see Technical Exhibit 3)

b) STD: TAMC EUD's are IAVA compliant

AQL: 99% compliant by suspense date for all IAVA Category A's. 95% compliant by suspense date for IAVA Category B and T's.

AQL: 98% of EUD' are kept current with TAMC Supported OS, MS Office Suite, Web Browser and Information Assurance (IA) and top down directed controls.

3.1.8 The Contractor shall provide Microsoft System Center Configuration Management support and IAVA compliance.

The contractor shall provide a System Center Configuration Manager (SCCM) with the following required training and experience to accomplish the following tasks:

a) Possess a comprehensive knowledge and in-depth experience in the technical concepts, practices, and procedures relating to SCCM in a DoD IT healthcare environment.

b) Receive and lab test SCCM packages from high headquarters prior to actual rollout/deployment.

c) Provide structured change management through rigorous testing and analysis, quality assurance testing, software automation, and patch management.

d) Work directly with IMD managers and counterparts at higher commands when coordinating all top-down mandated systems, application patches, upgrades, and deployment issues.

e) Deliver high quality solutions through SCCM to TAMC's healthcare customers that insure the investment in technology is consistent with the Command's readiness and military healthcare objectives.

f) Perform SCCM administration and enterprise monitoring for over 5400+ EUD's, one SCCM site server, and six SCCM distribution point servers.

g) Provide hardware and software technical support analysis to include enterprise wide monitoring of IAVA compliance.

h) Create and maintain SCCM packages, collections, advertisements, queries, and reports.

i) Coordinate and implement test plans, migration plans, and delivery plans with key IMD staff.

j) Coordinate directly with appropriate IMD staff on critical deployment issues related to IAVA patches and IA compliance.

k) Each SCCM package includes 25-30 IAVA’s monthly with 21 day deadlines (normally). Software installs/removals/upgrades average about 10-15 per month with deadlines that range from 1 week to several months depending on complexity and criticality.

a) STD: Ensure TAMC EUD's are managed by SCCM.

AQL: 95% of TAMC EUD's are reporting to SCCM server

b) STD: TAMC EUD's are IAVA compliant

AQL: 99% compliant by suspense date for all IAVA Category A's. 95% compliant by suspense date for IAVA Category B and T's.

AQL: 98% of EUD' are kept current with TAMC Supported OS, current MS Office Suite and Web

3.1.9 The Contractor shall provide support for Telehealth Office and Telebehavioral Health.

a) Support, sustain, and ensure the operations of the automated electronic systems and applications used in support of the Telehealth and Telebehavioral Health operations conducted from TAMC.

b) Contractor will provide incident resolution for direct patient care telehealth VTC sessions. This resolution encompasses any point to point sessions, the Defense Health Agency Video Network Center (VNC) on the MEDNET and the DISA Global Video System (GVS) on the NIPRNET.

The nature of the direct patient care implications of this mission requires resolution during normal business hours (0700-1600hrs) within 30 minutes of the incident notification.

c) Assists in coordination and deployment of new and lifecycle Telehealth systems at TAMC and other Oahu clinics. Coordinate delivery and receipt of equipment to other Regional Health Command Pacific clinics.

d) Provides monthly reports on number of incidence, average resolution time and equipment status to the Telehealth and Telebehavioral Health coordinators.

a) STD: Telehealth and Telebehavioral Health systems must be ready and available during normal business hours (0700-1600hrs).

AQL: 90% of Telehealth and Telebehavioral Health systems are ready and available

b) STD: Respond IT requests within 30 minutes and resolve IT requests within 2 days

c) STD: Provide reports within 5 business day from the end of the month.

AQL: 100% of the time.

A033 Computer Help Desk tasks

3.2 Advanced Systems Administration and Analysis Support

The contractor shall perform system administration and analysis. The supported systems and departments are listed in Technical Exhibit 2. Due to the dynamic nature of information technology, the supported systems and departments are subject to change. Support services may occasionally be required outside of core hours.

3.2.1 The Contractor shall perform System Administration for various TAMC systems (reference Technical Exhibit 2 for list of systems and estimated workload).

The contractor shall provide System Administrator(s) to perform the following tasks with the required training and experience:

(i) Possess a comprehensive knowledge and in-depth experience with the technical concepts, practices, and procedures related to the administration of Windows 2008/2012 R2 operating system servers to include installation, configuration, patching, backup, and repair.

(ii) Perform system maintenance, software updates, patch installation and provide for orderly shutdown and/or restart of systems when required for updates or server room downtime..

(iii) Install required security patches and configuration changes by suspense dates.

(iv) Perform maintenance, patching and configuration changes during core and/or non-core hours with minimal disruption to usage of the system

(v) Troubleshoot and resolve issues for supported systems and system interfaces with assistance from system vendors if necessary.

(vi) Develop and maintain written standard operating procedures (SOPs) for the maintenance of supported systems. Store all SOPs in a shared location on the network.

(vii) Provide sufficient staff coverage to ensure at least one SA is available for each system during core hours.

(viii) Perform system recovery operations in the event of network/power failure.

(ix) Attend monthly SA meetings, IMD meetings/events and other meetings where SA participation with benefit the support of systems.

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

AQL: 95% of the time

b) STD: Managed servers are IAVA compliant

AQL: 100% of managed servers are compliant by suspense date for all IAVA Category A's. 95% of managed servers are compliant by suspense date for IAVA Category B and T's.

A018 SA support of systems and departments

3.2.2 The Contractor shall provide IT consultation and coordination services for various TAMC departments. (Reference Technical Exhibit 2 for a list of TAMC departments supported) The contractor shall provide system analysts with the required training and experience to accomplish the following tasks:

a) Provide technical expertise/consulting for department users in the development of IT solutions to business processes and workflows.

b) Participate in meetings to discuss technical implementation plans and reviews for new and existing departmental applications and systems.

c) Provide technical implementation and integration services for departmental IT systems listed.

d) Troubleshoot and resolve advanced desktop and medical system hardware/software problems escalated from the Tier I Help Desk.

e) Manage access to department file storage.

f) Monitor department file storage quotas and work with users on strategies and procedures to ensure storage quotas are not exceeded.

g) Manage access to the department’s SharePoint intranet content.

h) Assist and train users on how to utilize SharePoint and edit their sites and pages.

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.

A018 SA support of systems and departments

3.3 Systems Engineering Branch Support

The Contractor shall provide system engineering support as described below.

3.3.1 The Contractor shall provide various system engineering services for the System Engineering Branch.

The contractor shall provide a Senior Systems Engineering Technician (SSET) with the following required training and experience to accomplish the following tasks:

a) Possess a comprehensive knowledge and in-depth experience with the technical concepts, practices, and procedures related to Active Directory (AD), messaging, operating systems, and information assurance tools/applications as they relate to the systems engineering mission.

b) Provide support as the Active Directory Organizational Unit (OU) administrator to manage computer, user, and security group objects.

c) Perform the duties of the Microsoft Exchange site administrator to manage user mailboxes and NPE's (Non- Person Entity) (e.g. distribution lists, organizational mailboxes, conference room accounts) in DISA (Defense Information System Agency) Enterprise Email (DEE).

d) Perform system engineering Tier II support for the CHD and Systems Support Branch.

e) Serve as the Enterprise Print Server administrator responsible for the management of the print server and creation of printer accounts.

f) Manage the Enterprise Tape Backup administration and tape library system.

g) Serve as the Enterprise Network Attached Storage (NAS) administrator which involves managing folder quotas and top level folders, and assign/train folder managers on NTFS (New Technology File System) security.

h) Support and manage Tri-service, Navy, Air Force, Battalion Aid Station, VA and vendor remote access users and accounts.

i) Support and implement departmental IAVA compliance and DIACAP documentation.

j) Support and manage the operation, deployment, and implementation of IA tools with focus on Host Base Security System (HBSS).

k) Perform duties of Enterprise Remote Access VPN (Virtual Public Network) Administrator with emphasis on working with the TAMC Network Team in troubleshooting user remote session and connection issues.

l) Serve as system administrator for the TAMC Clinical Terminal Server farm of 4 servers.

m) System administration of Enterprise servers (approximately 8-9 servers), insuring software and server upgrades (approximately 1-5 monthly) are completed within established deadlines ranging from 1 week to several months depending on complexity and urgency).

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

AQL: 95% of the time

b) STD: Managed servers are IAVA compliant

AQL: 100% of managed servers are compliant by suspense date for all IAVA Category A's. 95% of managed servers are compliant by suspense date for IAVA Category B and T's.

A028 System Engineering tasks

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

1) Provide AV, graphics, photography and videography services.

2) Coordinate and manage VTC sessions scheduled for the IMD VTC suites. Assist customers with other VTC sessions established within departments and clinics.

3) Insure all AV and VTC equipment are in serviceable condition and recommend a plan of action for equipment that is unserviceable or uneconomical to repair.

4) Report requests that cannot be completed within the timeframe allotted.

5) All work orders shall be completed within established timelines (See Technical Exhibit 4)

6) Provide support to the Information Center customers in the use of MS Word, PowerPoint, and Excel using digital photos, color printers and scanners; assist customers in the use of the poster printer to convert documents to poster size prints and hot lamination of posters; and converting documents into PowerPoint slides.

7) Maintain and safeguard equipment.

8) Prepare and affix captions, identification numbers, and release statements to all imagery products and file with records in accordance with AR 25-1 and DA PAM 29-91.

9) The contractor will be supporting and operating a multitude of VI hardware, software and VTC equipment to include but not limited to; Computers using Windows and Mac Operating systems, Adobe Creative Cloud, Final Cut Pro X, Motion, Compressor, Camtasia, Microsoft Office, Flip-Q, Bugle media player, Panasonic P2 software, G-Tech G-Speed eS Configuration, Zaxwerks collection, Trapcode Suite. Acquisition equipment;

DSLR for still and video manufactured by Sony, Panasonic, Canon, Nikon. Media Management of the raw files and completed projects. Lighting equipment; Operate light fixtures in the Kyser Auditorium, portable lighting systems for TV productions tungsten and LED. VTC systems; Current Cisco systems and Polycom systems are used with DHA Video Network Center and DISA GVS. Multi-channel audio mixers with audio source(s) from microphones, wireless microphones, computer for audio playback, power amplifiers by Crown and speakers by JBL powered and non-powered. CCTV system; AJA (analog/digital, digital/analog) A/D and D/A converters, modulators, 360 systems video server, Pesa routers, confidence monitors, manage video playlist(s) and upload new content and remove expired content.

10) For special TAMC functions, conferences, and meetings, AV and VI support may require services to be performed outside of and in addition to core hours to meet workload demands for up to 400 additional hours annually. Support meeting this criteria may be performed anywhere within the geographical area of the island of Oahu.

3.4.1 The Contractor shall provide administrative support for the Visual Information Branch.

a) Provide a consolidated report of completed services for the month.

b) Maintain reception desk for the VI Branch.

c) Archive medical images for TAMC departments.

d) Compile daily work requests into a master spreadsheet.

e) Process printing requests for the hospital staff.

f) Process work tickets for VI staff in multiple work order systems.

g) Maintain records of all work requests via the SharePoint calendar. Records will show the requestor, department, request date, service requested, work hours estimated and actual, and supplies.

h) Track DLA print services requests, receive DLA deliveries and distribute to requesting parties.

i) Receive incoming supplies and deliveries to VI.

j) Collect copier usage information and record on tracking log.

k) Create and maintain standard operation procedures documentation

a) STD: Complete work tickets within established timelines. See Technical Exhibit 4. AQL: 90% of the time

Deliverables A007 VI, AV, photography, graphics, and administrative services A008 Report of completed services for the month.

A009 Report of copier program usage for the month.

A010 Report of DLA printing service requests.

A011 Report of AV/VI supplies levels and delivery.

3.4.2 The Contractor shall provide workflow management for photography, AV, and VI services.

Workflow management includes supervision of the AV/VI technicians and ensures full coverage for photography, AV, and VI services. Additional task deliverables include the following:

a) Maintain directory of Defense Health Agency Video Network Center (VNC) on the MEDNET and alternate site VTC rooms located within TAMC’s Infrastructure and on the DISA Global Video System (GVS) on the

NIPRNET.

b) Provide VTC scheduling, coordination, troubleshooting, and presentation. Install equipment when required and perform operations tests. There is an average of 48 VTC Sessions per month.

c) Perform equipment surveys for all TAMC VTC equipment and updates the TAMC VTC directory. Insure VTC software is compliant with all Information Assurance Vulnerability Assessments. Coordinate with departments and clinics to ensure that VTC firmware maintenance agreements are current.

d) Insure equipment in all TAMC IMD VTC rooms is in operational order. Provide assistance to clinics and departments in troubleshooting VTC issues.

e) VTC services often require performance of services outside of core hours due to the differences in time zones.

f) Create and maintain standard operation procedures documentation.

a) STD: Complete work tickets within established timelines. See Technical Exhibit 4. AQL: 90% of the time

A007 VI, AV, photography, graphics, and administrative services

3.4.3 The Contractor shall provide visual information services for the Visual Information Branch.

A/V services support on average 90 events/projects a month to include pre-production, production, video editing, media conversion, uploading video, monitor and corrections to CCTV. The contractor shall:

a) Be responsible for the closed circuit television (CCTV) signal until it leaves the distribution system.

Transmit in-house broadcasts, Monitor video and audio levels following Society of Motion Picture & Television Engineers (SMPTE), Advanced Television Systems Committee (ATSC), Audio Engineering Society (AES), and National Television System Committee (NTSC) standards, rules and guidelines.

b) Provide Pre-Production services to include Production (digital video recording) and Post production (digital editing services) for medical and non-medical services as needed. Video recording services often requires performance of services outside of core hours due to the scheduling of events.

c) Provide support in digital editing and media file conversion, CD's and DVD's.

d) Upload and manage shared network storage space for video and image files.

e) Create and manage CCTV playlists. Remove expired programming from CCTV playlists.

f) Provide monitoring of audio and video CCTV programming, daily.

g) Create and maintain standard operation procedures documentation.

a) STD: Complete work tickets within established timelines. See Technical Exhibit 4. AQL: 90% of the time

3.4.4 The Contractor shall provide audio visual (AV) services for the Visual Information Branch.

a) Provide AV support for presentations in the Kyser Conference Room. Provide pre- and post-event AV support to include but not limited to, opening and closing the Kyser Conference Room at the beginning and end of each business day. Kyser Auditorium supports approximately 60 events a month, to include off site PA support for podium(s), microphones, microphone stands, mixer, amp, 6 speakers, 6 speaker stands and support cables to connect everything.

b) Provide support in loaning out government owned lecterns, microphones, and portable sound systems.

c) Provide audio and sound products, recordings, playback, duplication, and distribution ensuring copyright laws, regulations, and procedures are not violated. Recording shall meet the highest professional standards following SMPTE, ATSC, AES, and NTSC standards, rules, and guidelines. A test recording shall be made before each event. The composition and shooting quality shall meet professional Video Production standards. Colors shall be in balance to accepted industry standards and a sharp focus of the subject for maximum clarity and use of the rule of thirds for composition of the shot.

d) Provide sound reinforcement services for functions such as retreats, retirements, change of command ceremonies, and parade practices in accordance with the customer's schedule.

e) Provide VTC support in the TAMC Kyser Auditorium.

f) Provide off-site Public Address (PA) system support.

g) AV services will often require performance of services outside of core hours.

h) Create and maintain standard operation procedures documentation.

a) STD: Complete work tickets within established timelines. See Technical Exhibit 4. AQL: 90% of the time

3.4.5 The Contractor shall provide graphics services for the Visual Information Branch.

Graphics Services will support approximately 90 events a month to include computer graphics design, large format printing and mounting, lamination and layout. The contractor shall:

a) Convert slides, photos, and negatives into digital photos.

b) Develop ideas, designs, and produce a product for targeted audience. Illustrate parts of the human body and medical tools/equipment for medical training purposes. Produce medical illustrations from actual procedures, operations, and autopsies.

c) Layout design work will utilize standard grid principles and…