A07.23_W912HZ-16-R-0034.pdf

CODE

(Hour)

PAGE(S)

until 12:00 AM local time 01 Nov 2016

X

A X B X C

D

EX

X G F 74 - 90

91 - 101 X H 102 - 110 allison.b.hudson@usace.army.mil

RATING PAGE OF PAGES

7. ISSUED BY

(Date)

IMPORTANT - Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

Previous Edition is Unusable 33-134 STANDARD FORM 33 (REV. 9-97)

Prescribed by GSA FAR (48 CFR) 53.214(c)

1 110

(If other than Item 7)

15A. NAME 16. NAME AND TITLE OF PERSON AUTHORIZED TO

AND

ADDRESS

SIGN OFFER (Type or print)

OF

OFFEROR

AMENDMENT NO. DATE

15B. TELEPHONE NO (Include area code) 17. SIGNATURE15C. CHECK IF REMITTANCE ADDRESS

IS DIFFERENT FROM ABOVE - ENTER

SUCH ADDRESS IN SCHEDULE.

18. OFFER DATE

1. THIS CONTRACT IS A RATED ORDER

UNDER DPAS (15 CFR 700)

2. CONTRACT NO.

W912HZ 8. ADDRESS OFFER TO

See Item 7

9. Sealed offers in original and 4 copies for furnishing the supplies or services in the Schedule will be received at the place specified in Item 8, or if handcarried, in the depository located in

CAUTION - LATE Submissions, Modifications, and Withdrawals: See Section L, Provision No. 52.214-7 or 52.215-1. All offers are subject to all terms and conditions contained in this solicitation.

10. FOR INFORMATION

CALL:

A. NAME (NO COLLECT CALLS)

ALLISON B HUDSON 601-634-3063

11. TABLE OF CONTENTS

SOLICITATION/ CONTRACT FORM

SUPPLIES OR SERVICES AND PRICES/ COSTS

2 - 4

X I CONTRACT CLAUSES

DESCRIPTION/ SPECS./ WORK STATEMENT X

PACKAGING AND MARKING

5 - 41 J LIST OF ATTACHMENTS

INSPECTION AND ACCEPTANCE

DELIVERIES OR PERFORMANCE

42 - 43 44 - 45

X K

REPRESENTATIONS, CERTIFICATIONS AND

OTHER STATEMENTS OF OFFERORS

CONTRACT ADMINISTRATION DATA 46 - 47 X

SPECIAL CONTRACT REQUIREMENTS

OFFER (Must be fully completed by offeror) 48 - 50 X M

L INSTRS., CONDS., AND NOTICES TO OFFERORS

EVALUATION FACTORS FOR AWARD

NOTE: Item 12 does not apply if the solicitation includes the provisions at 52.214-16, Minimum Bid Acceptance Period.

is inserted by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the designated point(s), within the time specified in the schedule.

13. DISCOUNT FOR PROMPT PAYMENT

(See Section I, Clause No. 52.232-8)

14. ACKNOWLEDGMENT OF AMENDMENTS

(The offeror acknowledges receipt of amendments

AMENDMENT NO. DATE

to the SOLICITATION for offerors and related documents numbered and dated):

FACILITY

12. In compliance with the above, the undersigned agrees, if this offer is accepted within calendar days (60 calendar days unless a different period

SOLICITATION, OFFER AND AWARD

X

(X) SEC. DESCRIPTION (X) SEC. DESCRIPTION PAGE(S)

PART I - THE SCHEDULE

26. NAME OF CONTRACTING OFFICER (Type or print) 27. UNITED STATES OF AMERICA 28. AWARD DATE

EMAIL:TEL: (Signature of Contracting Officer)

CODE CODE

B. TELEPHONE (Include area code) C. E-MAIL ADDRESS

AWARD (To be completed by Government)

19. ACCEPTED AS TO ITEMS NUMBERED 20. AMOUNT 21. ACCOUNTING AND APPROPRIATION

22. AUTHORITY FOR USING OTHER THAN FULL AND OPEN COMPETITION:

10 U.S.C. 2304(c)( ) 41 U.S.C. 253(c)( ) (4 copies unless otherwise specified)

23. SUBMIT INVOICES TO ADDRESS SHOWN IN ITEM

24. ADMINISTERED BY (If other than Item 7) CODE 25. PAYMENT WILL BE MADE BY CODE

PART IV - REPRESENTATIONS AND INSTRUCTIONS

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

51 - 72

PART II - CONTRACT CLAUSES

ERDC CONTRACTING OFFICE

3909 HALLS FERRY ROAD

VICKSBURG MS 39180-6199

FAX:

TEL:

FAX:

TEL:

NOTE: In sealed bid solicitations "offer" and "offeror" mean "bid" and "bidder".

SOLICITATION

6. REQUISITION/PURCHASE NO.5. DATE ISSUED

30 Sep 2016

4. TYPE OF SOLICITATION

SEALED BID (IFB)

NEGOTIATED (RFP)

[ X ]

3. SOLICITATION NO.

W912HZ-16-R-0034

Section B - Supplies or Services and Prices

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

0001 Job IGF::OT::IGF Labor

FFP

The Contractor shall perform computer facilities management services in accordance with Section C, all applicable attachments, and the fully loaded labor rates in Section B. Specific requirements will be identified through Performance Work Statements (PWS) to be included in each individual task order.

FOB: Destination

NET AMT

0002 Job Other Direct Cost (ODCs)

COST

The Contractor shall execute all requirements for authorized other direct costs

(ODCs) in accordance with Section C and all applicable attachments. Specific requirements will be identified through Performance Work Statements (PWS) to be included in each individual task order.

ESTIMATED COST

0003 Job Travel

COST

Travel must be authorized by the Contracting Officer's Representative (COR) and be in conformance with the contract requirements (See travel as required by the Performance Work Statement). Contractor travel required in the performance of computer facilities management services must comply with the Federal Travel Regulation or Joint Travel Regulations, as applicable, in effect on the date(s) the travel is performed. Established Federal Government per diem rates will apply to all contractor travel.

0004 Job Training

COST

The Contractor shall perform computer facilities management services in accordance with Section C, all applicable attachments, and the fully loaded labor rates in Section B. Specific requirements will be identified through Performance Work Statements (PWS) to be included in each individual task order.

0005 Job Contractor Manpower Reporting

FFP

The Contractor shall provide all required Contractor Manpower Reporting in accordance with Section H. Specific requirements will be identified thorugh the Performance Work Statement to be included in each Task Order.

NET AMT

Section C - Descriptions and Specifications

PERFORMANCE WORK STATEMENT

Performance Work Statement (PWS) OCIO Service Contract

06/28/2016

1 Introduction

1.1 Mission

1.2 Background

1.3 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

2.8 Veterans Employment Emphasis for U.S. Army Corps of Engineers Contracts

3 Performance Requirements

3.1 Cybersecurity

3.2 Network Management

3.4 Configuration Management

4 Special Requirements

4.1 Security and Safety

4.2 Response/Resolution Time

4.2 Transition

4.3 Government Furnished Materials

4.4 Environmental Requirements

4.5 Applicable Directives

4.6 Quality

4.6.1 Quality Control

4.6.2 Quality Assurance Surveillance Plan (QASP)

5 Deliverables

6 Related Documents

Performance Work Statement (PWS)

ERDC Office of the Chief Information Officer (OCIO) Service Contract

1 Introduction

The U. S. Army Corps of Engineers (USACE) Engineer Research and Development Center (ERDC) has responsibility for investigating, developing and maintaining the nation's water and related environmental resources; constructing and operating projects for navigation, flood control, major drainage, shore and beach restoration and protection, related hydro power development, water supply, water quality control, fish and wildlife conservation and enhancement, and outdoor recreation; responding to emergency relief activities directed by other federal agencies; and administering laws for the protection and preservation of navigable waters, emergency flood control and shore protection.

1.1 Mission

The U.S. Army Corps of Engineers' (USACE) Engineer Research and Development Center (ERDC) helps solve our Nation’s most challenging problems in civil and military engineering, geospatial sciences, water resources, and environmental sciences for the Army, Department of Defense, civilian agencies, and our Nation’s public good.

1.2 Background

The ERDC Information Technology Laboratory (ITL) is responsible for building, staffing and maintaining the computer communications network in support of the Research &Development activities of ERDC. The ERDC Office of the Chief Information Officer (OCIO) provides advanced Scientific and Technology-centric computing environments supporting the broad Information Technology needs of ERDC researchers to include support of non-standard platforms, Testing & Evaluation (T&E), evaluating commercial off-the-shelf software, and T&E seamless connectivity to high performance computing and ability to adapt to changing technologies. The Government established functional service areas of operations: Computing Services, Configuration Management, CyberSecurity, and Network Services. The Research and Development Environment (RDE) is a wide variety of computational and network resources designed to support the ERDC researcher. Resources may include desktop workstations, laptop computers, departmental file and application servers, computer clusters, storage appliances or storage area network (SAN)s, leading edge technology devices, virtual server/desktop environments, sensors arrays, World Wide Web technologies, physical process models, network equipment, and cybersecurity. The Cloud Computing Environment (CCE) is the Research and Development (R&D) computing backbone serving virtualized IT to the ERDC researcher R&D mission requirements. The CCE provides ERDC scientists and engineers with capabilities to rapidly deploy unique computing environments (servers, operating systems, storage, database, and systems analyst support) and high bandwidth access to supercomputer resources. The network is operational 24 hours a day, seven days a week, 365 days a year (24x7x365). ERDC consist of seven laboratories at four main geographical sites located in Champaign, IL; Hanover, NH;

Alexandria, VA; and Vicksburg, MS. The estimated number of managed network devices at all sites is 400. The estimated current number of operating system platforms at each location is provided below in Table 1.

Location Windows Unix/Linux Apple/Mac Vicksburg, MS 1520 189 513 Hanover, NH 198 17 64 Champaign, IL 150 61 14 Alexandria, VA 150 32 12

Government Directed Actions (GDAs) may only be issued by the ERDC OCIO or Deputy OCIO through the Program Contracting Office. GDAs are defined as operational direction from the Government to the Contractor(s) to provide specific direction or amplification to an existing approved solution.

The Government requires the ability to direct the Contractor's work in certain areas related to security and daily operations. In particular, the COR may direct the Contractors to implement Information Assurance Vulnerability Advisories (IAVAs), Information Assurance Vulnerability Bulletins (IAVBs), CTOs, without obtaining prior approval from the PCO, but may not change the terms and conditions of the contract, including price, schedule or deliveries.

Operational direction involves specifying situation dependent actions, which must be taken immediately, or on short notice, within the existing technical capabilities of the network and accompanying systems. Operational direction is given when time is critical and delay or inaction may adversely affect mission accomplishment, threaten the safety of personnel, cause damage or destruction of Government property, or the loss or compromise of sensitive information.

1.3 Scope

The ERDC OCIO requires computer facilities management services for its mission-critical activities.

The Government will retain key services as identified above in Background, which encompass the overall IT strategy and design related to functional service areas. The Government will also retain authority for all demand management, governance, and approval functions associated with contractors. Management of the contract will be carried out by the Contracting Officer (KO) and Contracting Officer’s Representative

(COR).

The contractor shall provide all personnel, supervision, and services necessary to provide services and related activities for the ERDC OCIO as defined herein and in task order Performance Work Statements (PWS). This will be an indefinite delivery indefinite quantity (IDIQ) contract. The scope is defined as general requirements as outlined below in terms of areas of responsibility or operational mission. Specific requirements will be detailed in individual task orders issued throughout the term of the contract.

The contractor shall perform services related to the following service areas: Computing Services, Configuration Management, CyberSecurity, and Network Services.

2 General Requirements

This section describes the general requirements the contractor needs to accomplish.

The following sub-sections provide details of various considerations on this effort.

2.1 Non‐Personal Services

The Government shall neither 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 Procuring Contracting Officer (PCO) 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 and remediation 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. When operating onsite, the contractor shall maintain continuity between ongoing activities at Vicksburg, MS, Alexandria, VA, Champaign, IL, and Hanover, NH 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 in a timely fashion. The contractor shall have a single point of contact onsite in Vicksburg, MS between the Government and Contractor personnel assigned to support daily operations under executed task orders. The contractor shall assign work effort and maintain proper and accurate timekeeping records of personnel assigned to work on the requirement.

2.3.3 Personnel Administration

The Contractor(s) shall provide experienced and qualified personnel with all the skills necessary to perform the work identified. Some Contractor(s) personnel must have and maintain certain valid Licenses and Certifications to perform the work and will be identified at the task order level. Various required training, qualifications, licenses, security clearances, or certifications must be obtained prior to commencement of work at Contractor(s) expense. Contractor(s) employees required to perform tasks must meet certification requirements as defined in Army and DoD Regulations. All contractor personnel shall be able to read, write, speak, and understand English, shall possess good written and verbal communications skills, and shall have sufficient knowledge of proper English grammar, spelling, capitalization, and punctuation rules to identify errors and make corrections.

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. The contractor shall maintain the currency of their employees by providing initial and refresher training as required to meet the PWS requirements. The contractor shall make necessary travel arrangements for employees. The contractor shall provide necessary infrastructure for services performed at the contractor's site(s).The contractor shall provide administrative support to employees in a timely fashion (time keeping, leave processing, pay, emergency needs).

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 Procuring Contracting Officer (PCO) or Contracting Officer Representative (COR).

Cross teaming may or may not be permitted.

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 with a minimum of under/over employment of resources. The contractor shall ensure the labor categories as defined in the Labor Categories document utilized in the performance of each Task Order issued hereunder will be the minimum necessary to accomplish the task. The Contractor shall provide the necessary resources and infrastructure to manage, perform, and administer the contract.

2.5.1 Contractor Employee Conduct

The contractors employees shall observe and comply with all applicable departmental and agency regulations, policies, and procedures (e.g., fire, safety, sanitation, environmental protection, security, etc.). The contractor shall ensure that all contractor employees represent a professional appearance at all times, and that their conduct does not reflect discredit on the United States Government.

When contractor employees are working on Government facilities or participating at Government meetings, they shall wear identification badges distinguishing themselves as such. The badges at a minimum must have the employee name and word "contractor” displayed. Ideally, the company name will appear on the badge.

Additionally, not withstanding any other provisions in the PWS, the contractor shall identify themselves as a contractor in meetings, telephone conversations, all written communications and work situations so that their actions cannot be construed as acts of a Government official. The contractor shall take no actions that bind the government to a final decision or results in the exercise of governmental discretion.

2.5.2 Removal of Contractor Employees for Misconduct or Security Reasons The Government may, at its sole discretion, direct the contractor to remove any contractor employee from Government facilities for misconduct or security reasons.

Such removal does not relieve the contractor of the responsibility to provide sufficient qualified personnel for adequate and timely service. The Contracting Officer will provide the contractor with an immediate rationale for removal of contractor employee.

Conflict of Interest. Neither the contractor nor its on-site employees shall utilize their knowledge of access to information, sensitive or otherwise, for individual or company gain.

2.6 Location and Hours of Work

The headquarters site of the U.S. Army Corps of Engineers, ERDC is 3909 Halls Ferry Road, Vicksburg, MS 39180-6199. ERDC satellite laboratory sites are located in Alexandria, VA, Champaign, IL, Hanover, NH, and other Government facilities.

Core Working Hours. Government core working hours are from 0700 to 1730 local time Monday through Friday except US Federal Holidays. Government workers typically work eight (8) hours per day, 40 hours per week.

Government Facility Closure. In case of government facility closure as directed by the government, contractor employees shall be excused from work at no cost to the government.

2.7 Travel

Travel to other government facilities or other contractor facilities may be required and will be specified in the PWS. All travel requirements (including plans, agenda, itinerary, or dates) shall be pre-approved by the government (subject to local policy procedures), and is on a strictly cost reimbursable basis. Costs for travel shall be billed in accordance with the regulatory implementation of Public Law 99-234 and FAR 31.205-46 Travel Costs (subject to local policy and procedures; may reference FAR).

2.8 Veterans Employment Emphasis for U.S. Army Corps of Engineers Contracts

In addition to complying with the requirements outlined in FAR Part 22.13, FAR Provision 52.222-38, FAR Clause 52.222-35, FAR Clause 52.222-37, DFARS 222.13 and Department of Labor regulations, U.S. Army Corps of Engineers (USACE) contractors and subcontractors at all tiers are encouraged to promote the training and employment of U.S. veterans while performing under a USACE contract. While no set-aside, evaluation preference, or incentive applies to the solicitation or performance under the resultant contract, USACE contractors are encouraged to seek out highly qualified veterans to perform services under this contract. The following resources are available to assist USACE contractors in their outreach efforts:

Federal Veteran employment information at http://www.fedshirevets.gov/index.aspx Department of Labor Veterans Employment Assistance http://www.dol.gov/vets/ Department of Veterans Affairs–VOW to Hire Heros Act http://benefits.va.gov/vow/ Army Wounded Warrior Program – http://wtc.army.mil/modules/employers/index.html U.S. Chamber of Commerce Foundation–Hiring Our Heros http://www.hiringourheroes.org/ Guide to Hiring Veterans – Reference Material http://www.whitehouse.gov/sites/default/files/docs/white_house_business_council_- _guide_to_hiring_veterans_0.pdf

3 Performance Requirements

The following section specifies the Performance Objectives and Performance Elements for the contract.

3.1 Cybersecurity

3.1.1 The Contractor shall perform activities relative to the ERDC RDE Cybersecurity.

This consists of vulnerability scanning of assets and remediation, Host Based Security System (HBSS) configuration and management, incident response and forensics, training and certification compliance tracking, secure configuration management, identity and access management services, network access control or comply to connect methods, audit log review, web content filtering, and Risk Management Framework (RMF) documentation and process for the certification of the RDE.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

e) STD: Responsive

3.2 Network Management

3.2.1 The Contractor shall perform activities relative to ERDC Network Management.

The Contractor shall perform activities relative to ERDC Network Management.

Management of ERDC's RDE network resources, providing services for wired and wireless Local Area Network (LAN) and Wide Area Network (WAN), demilitarized zone (DMZ), virtual private networks (VPN), Voice Over Internet Protocol telephone systems (VOIP), firewalls, switches, routers, network access control (NAC), domain name services (DNS), dynamic host control protocol (DHCP), IP addressing, network dashboard operations including but not limited to configuration, availability monitoring, customer support, design, implementation, audit logging, and maintenance. This requires troubleshooting and problem resolution of network operation interruptions.

Support connectivity to other networks utilized by ERDC such as the Army NIPRNET and the Mississippi Optical Network (MissiON).

The Contractor shall update and maintain LAN/WAN topology statistics and documentation detailing cabling, numbers of nodes, numbers and types of communication devices, etc., on the LAN/WAN. The topology statistics and documentation shall be updated with each network change. The LAN/WAN topology documentation shall show the location of all communications devices such as bridges, routers, gateways, etc., used to support the LAN infrastructure and shall show the communications connections to the WAN. The Contractor shall audit all LAN nodes and segments to ensure the current LAN topology documentation is accurate.

Major performance objectives include: Network Uptime and Availability, Enterprise and Laboratory Network Management, Audio Visual Support Management, and Incident Response and Resolution.

Performance Standards

a) STD: Accurate

AQL: 98%

b) STD: Identifies deficiencies

AQL: 98%

c) STD: Identifies corrective actions, when applicable

AQL: 98%

d) STD: Deliverables are made in accordance with schedule

AQL: 98%

e) STD: Responsive

AQL: 98%

3.3 Computing Services

Corporate computing resource operations including but not limited to desktop and virtual workstations, laptop computers, file servers, virtual servers, computer clusters, storage appliances or storage area networks, leading edge technology devices, tablets, cellular phones, sensors and sensor arrays of various types, etc., used in supporting software code development for hardware and software technologies, World Wide Web technologies, and R&D network protocols.

Operate, implement, and maintain the ERDC Research and Development Environment corporate computing systems. Major performance objectives include the uptime and availability of corporate enterprise management services: Email, Backup, Restoration, and Storage Management, Active Directory Services (ADS), Corporate Computing Systems Patch Management, Apple Corporate Management, UNIX / Linux Corporate Management, Windows Corporate Management, Baseline Computing Systems Image Management, Test and Evaluation Management, Mobile Device Management, Database Management, Corporate Desktop Support, and cloud services to include Virtualization Management for servers, desktop, and storage.

3.3.1 The Contractor shall perform activities relative to the Uptime and Availability of Electronic mail (Email) system.

Provide a fully operational system. Provide software and hardware maintenance services to include troubleshooting and problem resolution for the ERDC Research and Development Environment (RDE) Microsoft Exchange Electronic mail system, antispam and malware protection, monitoring, in accordance to DoDI 8520.02 Public Key Infrastructure and Public Key Enabling May 24, 2011.

Performance Standards

a) STD: Accurate

AQL: 98%

b) STD: Identifies deficiencies

AQL: 98%

c) STD: Identifies corrective actions, when applicable

AQL: 98%

d) STD: Deliverables are made in accordance with schedule

AQL: 98%

e) STD: Responsive

AQL: 98%

3.3.2 The Contractor shall perform activities relative to Backup and Storage Management.

Provide operational services to include troubleshooting, problem resolution, and monitoring for corporate enterprise systems, and related projects.

Performance Standards

a) STD: Accurate

b) STD: Identifies deficiencies

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

e) STD: Responsive

AQL: 95%

3.3.3 The Contractor shall perform activities relative to Active Directory (AD) Services.

Provide daily operational management of the ERDC Active Directory Domain Services to include group policy management and development, site replication, data integrity, Dynamic DNS, ADS Servers, Forests, Domain trees, naming contexts and directory partitions, object names and identities, containers and leaves, groups, and object attributes.

Major performance objectives include: creation of new user, resource and AD object accounts, management, maintenance, and troubleshooting of user, resource accounts and AD objects, and problem resolution.

Performance Standards

a) STD: Accurate

AQL: 98%

b) STD: Identifies deficiencies

AQL: 98%

c) STD: Identifies corrective actions, when applicable

AQL: 98%

d) STD: Deliverables are made in accordance with schedule

AQL: 98%

e) STD: Responsive

AQL: 98%

3.3.4 The Contractor shall perform activities relative to Corporate Computing Systems Patch Management.

Provide operational computing system patch management for ERDC computing systems. Provide troubleshooting and problem resolution management.

Major performance objectives include patching of computing systems: server, virtual server, desktop, virtual desktop utilizing patches identified as critical and high and Information Assurance Vulnerability Alert (IAVA) using Microsoft Windows Server Update Service, Heat, Casper, Apple, RedHat and other software tools

Performance Standards

a) STD: Accurate

b) STD: Identifies deficiencies

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

e) STD: Responsive

AQL: 95%

3.3.5 The Contractor shall perform activities relative to the Corporate Desktop Support.

Provide operational services to include troubleshooting and problem resolution for computer desktops and peripherals.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

e) STD: Responsive

AQL: 95%

3.3.6 The Contractor shall perform activities relative to Mobile Computing.

Provide management of ERDC Mobile Devices. Major performance objectives include:

Operate and support Mobile Device Management system in accordance to OCIO policy and Standard Operating Procedures, and provide asset accountability. Provide troubleshooting, implementation, and problem resolution management.

Major performance objectives include activation and management of new and lost mobile devices, customer survey, and mobile device accountability.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

3.3.7 The Contractor shall perform activities relative to the UNIX / Linux Corporate Management.

Operate, implement, and maintain the ERDC cybersecurity compliance standards for UNIX/Linux corporate computing systems. Provide troubleshooting, implementation, and problem resolution management for UNIX/Linux applications.

Major performance objectives include cybersecurity management of UNIX/Linux computing systems utilizing the VMWare VCenter Compliance management suite, DOD Host Based Security System (HBSS), High Performance Computing Modernization Program (HPCMP), Comprehensive Security Assessment (CSA) Tools, and upload resulting assessments.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

3.3.8 The Contractor shall perform activities relative to the Baseline Computing Systems Image Management Design, test and evaluate, operate, implement, and maintain the ERDC standard corporate computing operating systems. Provide standard research and development (R&D) operating system images for use by ERDC in accordance with the ERDC OCIO policy standards.

Major performance objectives include design, development, implementation, deployment (e.g., Windows Deployment Service, CASPER, and RedHat) and sustainment of standard R&D operating systems for Microsoft, Apple, and UNIX/Linux systems.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

3.3.9 The Contractor shall perform activities relative to Database and Operations Management Initialize, operate and maintain ERDC corporate databases.

Major performance objectives include design, development, implementation, deployment and sustainment and backup operations for corporate and project initiated database use. Database types may include but are not limited to Microsoft SQL, MySQL, and Oracle.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

e) STD: Responsive

AQL: 95%

3.3.10 The Contractor shall perform activities relative to Virtualization Management to include Server, Desktop, Storage and Cloud Operate, implement, and maintain the ERDC cloud computing systems for local and other federal cloud based computing.

Major performance objectives include design, development, implementation, deployment, sustainment and backup and recovery operations.

Performance Standards

a) STD: Accurate

AQL: 98%

b) STD: Identifies deficiencies

AQL: 98%

c) STD: Identifies corrective actions, when applicable

AQL: 98%

d) STD: Deliverables are made in accordance with schedule

AQL: 98%

3.4 Configuration Management

3.4.1 The Contractor shall perform activities relative to the overall ERDC Configuration Management (CM) Program Management.

Develop, document, install, and implement a CM Program Management System.

Major performance objectives include: prepare, document, categorize, track, and monitor system configuration items for audit in the CMDB.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

3.4.2 The Contractor shall perform activities relative to the Configuration Management Baseline Establish and maintain the Configuration Management Database (CMDB) to assure all hardware, software, and associated infrastructure is accurately reflected in the CMDB.

Major performance objectives include: maintain Standard Operating Procedures (SOP), and naming conventions, baseline version control, system logging procedures, maintain systems logs, maintain training requirements, license management, design, modify, and sustain Configuration Management Database (CMDB).

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

3.4.3 The Contractor shall perform activities relative to the Configuration Control Board (CCB).

Develop and submit for Government CCB approval changes in enterprise service or data requests for enterprise computing. This activity will reduce risks and minimize disruption of IT services by ensuring changes are captured, evaluated, authorized, prioritized, planned, tested, and documented prior to implementation.

Major performance objectives include: develop service or change requests, evaluate proposed changes, track the status of changes, and maintain an inventory of system and supporting documents as the system changes.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

3.4.4 The Contractor shall perform activities relative to Configuration Status Accounting.

Provide a process of recording and reporting configuration item descriptions (e.g., hardware, software, firmware, etc.) and all departures from the baseline during design and production. In case of suspected problems, the verification of baseline configuration and approved modifications can be quickly determined.

Major performance objectives include: develop service or change requests, evaluate proposed changes, track the status of changes, and maintain an inventory of system and supporting documents as the system changes

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

3.4.5 The Contractor shall perform activities relative to Configuration Verification and Audit.

An independent review of hardware and software for the purpose of assessing compliance with established performance requirements, commercial and appropriate military standards, and functional, allocated, and product baselines. Configuration audits verify the system and subsystem configuration documentation complies with their functional and physical performance characteristics before acceptance into an architectural baseline.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

e) STD: Responsive

AQL: 95%

3.5 SCHEDULED/ROUTINE AFTER HOURS SUPPORT.

The Contractor shall provide required LAN/WAN support during network or server outages and downtime, to include scheduled outages and outages related to facilities maintenance and services, during the scheduled After Hours Maintenance Window, from 1800 to 2200 hours. The Contractor shall perform major server, hardware, software and peripheral upgrades that would adversely affect end users if performed during normal duty hours, during this established maintenance window. The Contractor shall perform non-routine maintenance on desktop, laptop and notebook software, including operating system, office automation, and commercial off-the- shelf (COTS), etc. The Contractor shall resolve all conflicts and performance problems at this time.

The Contractor shall support major desktop roll-outs (large number of users or long periods of time) where end users would be adversely affected by duty-hour LAN outages. The Contractor shall record and update system profiles, security permissions, trustee information and similar system operating information that would adversely disrupt end users if performed during regular duty hours. The Contractor shall perform any and all Systems Administration duties (add/delete users, maintain passwords, access control, etc.) that would adversely disrupt end users if performed during regular duty hours.

Performance Standards

a) STD: Accurate

AQL: 95%

b) STD: Identifies deficiencies

AQL: 95%

c) STD: Identifies corrective actions, when applicable

AQL: 95%

d) STD: Deliverables are made in accordance with schedule

AQL: 95%

4 Special Requirements

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

4.1 Security and Safety

4.1.1 At. Level 1 Training: All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities, controlled access areas, or require network access, shall complete AT Level I awareness training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. Upon request, the contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the COR or to the contracting officer (if a COR is not assigned), within 5 calendar days after completion of training by all employees and subcontractor personnel. AT Level I awareness training is available at the following website: http://jko.jten.mil/courses/atl1/launch.html; or it can be provided by the RA ATO in presentation form which will be documented via memorandum.

4.1.2 Access and General Protection/Security Policy and Procedures: All contractor and all associated sub-contractors employees shall comply with applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative). The contractor shall also provide all information required for background checks to meet installation/facility access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements (FAR clause 52.204-9, Personal Identity Verification of Contractor Personnel) as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any installation or facility change, the Government may require changes in contractor security matters or processes.

4.1.3 For Contractors requiring Common Access Card (CAC): The contractor and all sub-contractors employees will be issued a CAC only if duties involve one of the following: (1) Both physical access to a DoD facility and access, via logon, to DoD networks on-site or remotely;

(2) Remote access, via logon, to a DoD network using DoD-approved remote access procedures; or (3) Physical access to multiple DoD facilities or multiple non-DoD federally controlled facilities on behalf of the DoD on a recurring basis for a period of 6 months or more. At the discretion of the sponsoring activity, an interim CAC may be issued based on a favorable review of the FBI fingerprint check and a successfully scheduled NACI at the Office of Personnel Management.

4.1.4 For contractors who do not require CAC, but require access to a DoD facility or installation: Contractor and all associated sub-contractors employees shall comply with adjudication standards and procedures using the National Crime Information Center Interstate Identification Index (NCIC-III) and Terrorist Screening Database (TSDB) (Army Directive 2014-05 / AR 190-13), applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative, as NCIC and TSDB are available), or, at OCONUS locations, in accordance with status of forces agreements and other theater regulations.

4.1.5 Suspicious Activity Reporting Training: The contractor and all associated sub-contractors shall receive a brief/training (provided by the RA) on the local suspicious activity reporting program. This locally developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the project manager, security representative or law enforcement entity. This training shall be completed within 30 calendar days of contract award and within 30 calendar days of new employees commencing performance with the results reported to the COR NLT 5 calendar days after the completion of the training.

4.1.6 Contractor Employees Who require Access to Government Information System: All contractor employees with access to a government info system must be registered in the Army Training Certification Tracking System (ATCTS) at commencement of services, and must successfully complete the DOD Information Assurance Awareness prior to access to the information systems and then annually thereafter in accordance with personnel security standards listed in AR 25-2 (Information Assurance), an appropriate background investigation will be conducted prior to accessing the government information systems.

4.1.7 For Contracts that Require an OPSEC Standing Operating Procedure/Plan:

The Contractor shall develop an OPSEC SOP/Plan within 90 days of contract award.

The OPSEC SOP/Plan must be reviewed and approved by the RA OPSEC Officer. The SOP/Plan will include the government's critical information, why it needs to be protected, where it is located, who is responsible for it and how to protect it. In addition, the contractor shall identify an individual who will be an OPSEC Coordinator.

4.1.8 For Contracts that Require OPSEC Training: All new contractor employees will complete Level I OPSEC Training within 30 calendar days of their reporting for duty.

Additionally, all contractor employees must complete annual OPSEC awareness training. The contractor shall submit certificates of completion for each affected contractor and subcontractor employee, to the COR or to the contracting officer (if a COR is not assigned), within 5 calendar days after completion of training. OPSEC awareness training is available at the following websites: https://www.iad.gov/ioss/ or http://www.cdse.edu/catalog/operations-security.html; or it can be provided by the RA OPSEC Officer in presentation form which will be documented via memorandum.

4.1.9 For Information assurance (IA)/information technology (IT) training: All contractor employees and associated sub-contractor employees must complete the DoD IA awareness training before issuance of network access and annually thereafter.

All contractor employees working IA/IT functions must comply with DoD and Army training requirements in DoDD 8570.01, DoD 8570.01-M and AR 25-2 within six months of employment.

4.1.10 For information assurance (IA)/information technology (IT) certification: All contractor employees supporting IA/IT functions shall be appropriately certified upon contract IAW DoD 8570.01-M, DFARS 252.239-7001 and AR 25-2. The baseline certification as stipulated in DoD 8570.01-M must be completed upon contract award.

4.1.11 For Contracts that require handling or access to classified information:

Contractor shall comply with AR 380-67 (Personnel Security Program) and Homeland Security Presidential Directive 12 (Policy for a Common Identification Standard for Federal Employees and Contractors) as well as FAR 52.204-2, Security Requirements.

Additionally, Contractors must comply with - (1) The Security Agreement (DD Form 441), including the National Industrial Security Program Operating Manual (DoD 5220.22-M); any revisions to DOD 5220.22- M, notice of which has been furnished to the contractor. For classified contracts, the DD Form 254 will be attached with the contract.

4.1.12 Will be escorted in areas where they may be exposed to classified and/or sensitive materials and/or sensitive or restricted areas: All contract employees, including subcontractor employees who are not in possession of the appropriate security clearance or access privileges, will be escorted in areas where they may be exposed to classified and/or sensitive materials and/or sensitive or restricted areas.

4.1.13 Contractor company to obtain a facility clearance and individual clearances at the appropriate level: The Prime Contractor Company must have a Facility Clearance (FCL) at the appropriate level (IAW the NISPOM DOD 5220.22-M and AR 380-49) prior to the start of the contract awarded period of performance. Contractor personnel performing work under this contract must have the required security clearance, per AR 380-67, at the appropriate level at the start of the period of performance. Security Clearances and FCL requirements are required to be maintained for the life of the contract IAW the DD Form 254 attached to the contract. If no FCL, the supporting Government Contracting Activity will sponsor the prime contract company in obtaining the FCL.

4.1.14 Threat awareness reporting program: All new contractor employees will complete annual Threat Awareness and Reporting Program (TARP) Training provided by a Counterintelligence Agent, IAW AR 381-12. The contractor shall submit certificates of completion for each affected contractor and subcontractor employee(s) or a memorandum for the record, to the COR or to the contracting officer (if a COR is not assigned), within 5 calendar days after completion of training. Authorized webbased TARP training for CAC card holders is available at the following website:

https://www.us.army.mil/suite/page/655474

The Prime Contractor Company must have (or will have) a Facility Clearance (FCL) at the appropriate level (IAW the NISPOM DOD 5220.22-M and AR 380-49) prior to the start of the contract awarded period of performance. Contractor personnel performing work under this contract must have the required security clearance, per AR 380-67, at the appropriate level at the start of the period of performance. Security Clearances and FCL requirements are required to be maintained for the life of the contract IAW the DD254 attached to the contract. If no FCL, the supporting Government Contracting Activity will sponsor the prime contract company in obtaining the FCL.

DD Forms 254: Overarching security requirements and Contractor access to classified information shall be as specified in the basic DD Form 254, which will be further identified in the DD Form 254 for each TO, as required. All contractor personnel with access to unclassified information systems, including e-mail, shall have at a minimum a favorable National Agency Check (NAC).

Visitor Group Security Agreement. The contractor shall sign a Contractor Visitor Group Security Agreement to protect classified information involved in performance under this contract or Task Order. The Agreement will outline responsibilities in the following areas: Contractor security supervision; Standard Practice Procedures; access, accountability, storage, and transmission of classified material; marking requirements;

security education; personnel security clearances; reports; security checks; security guidance; emergency protection; protection of government resources; DD Forms 254;

periodic security reviews; and other responsibilities, as required.

4.2 Response/Resolution Time

The contractor shall follow the response/resolution matrix as outlined below for user support services. The contractor shall meet the below metrics 90% or more of the time.

Respond Resolve Emergency 1 Hour 4 Hours High 4 Business Hours 2 Business Days Normal 1 Business Day 1 Week Low 3 Business Days 3 Weeks

User Support (Helpdesk) Services – Emergency priority ticket resolution:

Respond to emergency priority requests within 1 hour from receipt of request and resolve within 4 hours from receipt of request during normal business hours, 90% or more of the time.