WAMC PWS 26 Oct 22.docx

FOR OFFICIAL USE ONLY

Department of Defense Defense Health Agency Performance Work Statement

Womack Army Medical Center Information Technology Services

Information Management Division

26 October 2022

1.0 INTRODUCTION

Work is to be accomplished for the Womack Army Medical Center Campus (WAMC), 2817 Reilly Road, Fort Bragg, NC 28130-5000, herein referred to as Client(s).

1.1 Background:

Fort Bragg, North Carolina is home to the 18th Airborne Corp, Special Operations Command, the legendary 82nd Airborne Division, Forces Command, Reserve Command, Pope Airfield, Womack Army Medical Center (WAMC), and other highly decorated and distinguished units. WAMC is the choice for America’s finest in uniform for medical care. Womack provides health care to a catchment area of more the 250K beneficiaries with an enrolled population of approximately 135K. With more than 52 buildings in its environs, Womack provides medical, dental, veterinary, and preventive medical services to Fort Bragg and surrounding areas. The hub of all medical activities is located on the main campus (2817 Reilly Rd.) of Fort Bragg. This structure (Womack proper) square footage exceeds 1000K. There are four (4) major outlying clinics, Robinson Health Clinics (RHC), Joel Health Clinic (JHC), Clark Health Clinic (CHC), and Byars Health Clinic (BHC). A 500K square foot Warrior Transition Complex is supported by Womack. WAMC has opened three (3) Community Base Primary Care Clinics (CBPCC), Fayetteville Medical Home, Hope Mills Medical Home, and Linden Oaks Medical Home. Internal moves, renovations and relocations are very common throughout the medical center and support medical facilities, which adds to the flexibility in meeting new and existing requirements. WAMC is currently pursuing a plan to modernize and consolidate its IT systems and support throughout its area of responsibility.

2.0 SCOPE

WAMC requires on-site Information Management/Information Technology services in every facet of Information Management/Information Technology (IM/IT) healthcare and administrative endeavors. The contractor will provide qualified personnel, transportation, and services to complete the tasks as outlined within this Performance Work Statement (PWS), in support of all infrastructure, servers, network storage, workstations, peripheral devices, desktop applications (to include software and hardware installations and virus/security updates), print and document management, electronic mail, document management/imaging, Military Hospital System (MHS) systems, local applications, visual informatics and graphics, Video Teleconference Center (VTC), and communications systems at all sites that comprise WAMC. The contractor's responsibilities will include aspects of hardware maintenance and all software support for all workstations, peripherals, and servers. This will require interaction with both Government civilian and military employees and other hardware maintenance and software/system support contractors. The work will also require interaction with other Department of Defense (DoD) agencies' personnel and their contractors. WAMC requires non-personal services on location for IM/IT support comprised of hardware, software, and infrastructure. The contractor will meet workload and deliverables required during periods of peak performance and/or special projects. All contractors and subcontractor personnel working this task order will be U.S. citizens.

SPECIAL QUALIFICATIONS AND CERTIFICATIONS. Certification of contractor personnel will be at no additional cost to the Government. The contractor will ensure employees have all required professional certification/licenses (current/valid) and qualifications for requirements in Section 3.0 and Attachment A: Qualifications. The contractor will ensure all employees complete and maintain all U.S. Army Medical Center (MEDCEN) required training up-to-date and current.

Attachment A: Qualifications

APPLICABLE REGULATIONS AND MANUALS.

ARMY Regulations:

AR 25-1, Army Information Technology, 15 Jul 19

AR 25-2, Army Cyber Security, 04 Apr 19

AR 73-1, Test and Evaluation Policy, 08 Jun 18

Privacy Act 1974

Health Insurance Portability and Accountability Act of 1996

45 C.F.R. Parts 160 & 164, Health Insurance Portability and Accountability Act of 1996

45 C.F.R. PART 164 Health Information Technology for Economic and Clinical Health Act (HITECH)

45 C.F.R. Parts 160, 162, and 164 HIPAA Security Standards

45 CFR Part 142, Security and Electronic Signature Standards

TIA/EIA Standard 802.11a,b, and g

AFI 33-115 Vol 2, Licensing Network Users and Certifying Network Professionals

AFI 33-202, Network and Computer Security

DoD Regulations:

DoD Instruction Number 8510.01, Risk Management Framework (RMF) for DoD Information Technology (IT) dated May 24, 2016

DoD 6025.18 IMPLEMENTATION OF THE HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA) PRIVACY RULE IN DOD HEALTH CARE PROGRAMS March 13, 2019

DoD Directive 8500.1, Cyber Security 14 March 2014

DoD 8570.01-M, Information Assurance Workforce Improvement Program

DoDI 8580.02-R, Security of Individual Identifiable Health Information in DoD Health Care Program 12 August 2015

DoD 8140.01 Cyberspace Workforce Management 05 October 2020

3.0 PERFORMANCE REQUIREMENTS

The contractor will provide experienced personnel to perform the required services and possess reach-back capability. The Government and the contractor understand and agree that the services to be delivered are non- personal services and both parties recognize and agree that no employer-employee or master servant relationships exist between the Government and the contractor and/or between the Government and the contractor’s employees.

The contractor will maintain position fill rates at 90 percent for all detailed positions to ensure proper support and performance is maintained. Immediate notification is required when personnel have informed the contractor of plans to leave and/or personnel have been relieved from employment. Contractor will identify replacement personnel within 30 days of initial vacancy notification.

Contractor personnel will conform to standards of conduct and code of ethics, which are consistent with those applicable to Government employees as provided in the Joint Ethics Regulation 5500.7.R. Contractor personnel will present a neat professional appearance and be easily identified. This will be accomplished by wearing appropriate badges that contain the company name and employee name.

Requirements to enter military installations. All occupants of vehicles (over the age of 16) are required to present current photo identification with an expiration date (example: military identification card, state driver’s license or state identification card). You may also be asked to show your valid driver’s license, current motor vehicle registration, state inspection sticker (where applicable), proof of insurance, and the reason you are requesting access to the installation. All vehicles entering the installation are subject to search while on the installation. Concealed firearms are prohibited on any military installation.

3.1 IM Knowledge Management Support:

· The contractor will find, assemble, and analyze verbal and numerical data from internet, databases and other digital media.

· The contractor will disseminate information in a way that is accessible, manageable and which supports the work of individuals in an organization.

· The contractor will use advanced MS Office skills to aggregate, plot, chart, and disseminate information to WAMC audiences.

· The contractor will be responsible for providing overall direction of the IT Knowledge Management (KM) strategy and KM information systems within the MEDCEN.

· The contractor will support the organizational Knowledge Management to formulate and define system scope and objectives for knowledge management projects.

· The contractor will assist clients in defining knowledge content, organization, and key words.

· The contractor will prepare detailed specifications for knowledge management programs to include process definition for knowledge capture and management.

· The contractor will oversee the design of knowledge management user interface features, site animation, and special knowledge management features including enhancing the look and feel of the organization’s on-line knowledge management screens.

· The contractor will work with organization web designers, data managers and programmers to support and implement the organization’s knowledge management program.

· The contractor will be responsible for supporting the work of the organization’s knowledge management team.

· The contractor will challenge the status quo and consider potential solutions that are novel, unexpected, or counterculture while defining an implementation path to foster a high probability of long term adoption and success.

· The contractor will collaborate with other managers and teams across the MEDCEN to ensure changes are reflected in the knowledge base accurately and timely in user-friendly, accessible formats.

· The contractor will ensure knowledge content is captured and rendered through an appropriate medium.

· The contractor will ensure knowledge assets are represented and managed for effective transfer and use.

· The contractor will enhance business performance through accurate and appropriate KM assets deployed for optimal use throughout the organization.

· The contractor will continuously improvement of existing knowledge assets and related learning materials based on change management requirements and evaluation results.

· The contractor will ensure appropriate definition, design, testing and integration of a KM information systems.

· The contractor will communicate effectively with MEDCEN management and internal stakeholders.

· The contractor will provide a strategic view on the further development of knowledge management systems and practices in order to support the work and development of the organization into the future.

· The contractor will ensure that all systems supporting Knowledge Management work in an integrated fashion and are appropriately supported and developed to guarantee a high and continuing level of efficiency benefit to the organization.

· The contractor will encourage employees to share knowledge, ensuring they are aware of the knowledge management resources available to support their work, are appropriately trained and are using the systems efficiently and productively.

· The contractor will lead, in collaboration with the IT managers and membership services team, to take advantage of new features available or to meet changing organizational requirements.

· The contractor will ensure that the maximum amount of useful information is extracted from the organization’s data systems through use of reporting tools and acting as a single point of contact for all data requests.

· The contractor will give briefings to team leaders and management as required (example: progress report, project reports, proposed changes to solution proposals, and new solutions).

3.2 SharePoint Farm Administration: Supports the internal SharePoint Farm and Team Site collections

· The contractor will install and test all updates on servers and workstations that require local installation within one month of receipt unless otherwise coordinated with the IM leadership.

· The contractor will support all hardware and software associated with the functioning of SharePoint at WAMC, to include supporting the operating system and software on servers.

· The contractor will assist in the definition, design, and implementation of business practices utilizing the SharePoint software for document management processes.

· The contractor will coordinate with technical personnel to assist in the resolution of problems arising from document management processes utilizing SharePoint software.

· The contractor will use native backup tools, and perform and test routine SharePoint backups and restores, as well as perform site migrations as necessary.

· The contractor will manage SharePoint capacity and plan for future growth.

· The contractor will manage extranet capabilities.

· The contractor will measure and fine-tune server to optimize performance.

· The contractor will configure Office SharePoint Server Search.

· The contractor will ensure the integrity and security of SharePoint data in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.

· The contractor will perform SharePoint network and security audits and manage security for all sub-sites.

· The contractor will anticipate, mitigate, identify, troubleshoot, and resolve SharePoint problems.

· The contractor will analyze SharePoint server, application, network, and input/output device performance.

· The contractor will manage SharePoint end user accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance.

· The contractor will perform SharePoint network and security audits and manage security for all sub-sites.

· The contractor will anticipate, mitigate, identify, troubleshoot, and resolve SharePoint problems and escalate incidents as necessary.

· The contractor will coordinate and support application development teams and Active Directory administrators throughout project lifecycles.

· The contractor will recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases.

· The contractor will conduct research on emerging products, services, protocols, and standards in support of SharePoint additional feature procurement and development efforts.

· The contractor will create required reports in response to business user needs.

· The contractor will develop, document, and maintain policies, procedures and associated training plans for SharePoint administration and appropriate use.

· The contractor will mentor and provide SharePoint guidance to the Government and other members of the WAMC IT team.

· The contractor will be responsible for portal infrastructure (hardware, OS, etc) and for global portal and Web Services Security (WSS) configuration, shared services, policies, procedures, and portal vision.

· The contractor will be responsible for WSS database, site collection, and site backups for local WSS server.

· The contractor will enforce site standards (layouts, security processes, etc.) and be responsible for site provisioning, including all sub-sites.

· The contractor will update/enter additional information and solutions relevant to service requests and tasking using Enterprise Management Tracking System (EMTS), and participate in the flow of information by documenting more complex solutions, or verbally apprising the IM leadership of less complex solutions.

· The contractor gives briefings to Team Leaders and Management as required (example: progress reports, project reports, proposed changes to solution proposals, and new solutions).

3.3 Software/Application Development Support for SharePoint (SP):

· Contractor will develop, implement and maintain unique WAMC SP custom solutions through the complete application development lifecycle.

· The contractor will perform server administration on Development, Test, and Source Code Repository servers.

· The contractor will keep current with trends and technology shifts related system and application development.

· The contractor will have overall responsibility for performance of hardware, system and application software of the SharePoint Team Site Farm.

· The contractor will perform updates to content of the various pages/files on the server.

· The contractor will recommend hardware and software purchases, system upgrades, and expansions.

· The contractor will create and maintains applications using a variety of programming techniques including, Hypertext Markup Language (HTML), ASP.NET, JAVA, C#.

· The contractor will support customers with creation of systems/software, including graphics integral to those documents.

· The contractor will load files and manage structures to ensure appropriate operation and isolation of separate application areas.

· The contractor will be familiar with the status of Internet, Intranet, and world wide web (WWW) policies and positions, Army Department of Defense programs, directions and goals related to the IM IT.

· The contractor will install, configure, and test new software upgrade packages for both the application and database server operating system and all browser application packages, as appropriate for the WAMC.

· The contractor will install application programming software and establish security settings and procedures for all application programming software capabilities.

· The contractor will monitor, adjust, and upgrade servers to ensure optimization of servers.

· The contractor will maintain system logbooks to reflect all approved changes and update application documentation.

· The contractor will monitor system performance daily, which includes checking and analyzing operating system log files and appropriate web applications servers, structured query language (SQL) database server, etc.) log files.

· The contractor will interpret log file anomalies and takes appropriate corrective actions.

· The contractor will maintain proficiency in a variety of software browsers to include Internet Explorer, Microsoft Edge, Google Chrome and Firefox, installations and configurations of same.

· The contractor will develop documentation to reflect standards and operating procedures.

· The contractor will establish Web application development standards as it relates to size, structure, content, template design and authorizing tools.

· The contractor will coordinate closely with Information Management Division (IMD) Management and customers to ensure system content is within established standards.

· The contractor will participate in studies and surveys to identify hardware and software solutions for technical and functional problems/needs and provide SharePoint general technical support to the the MEDCEN.

· The contractor will serve as an advisor to other in-house personnel with regard to SharePoint system/application related discussions to include optimization of workstation and server development.

· The contractor will manage security aspects of SP developed solutions including protection Personally Identifiable Information (PII) and Protected Health Information (PHI).

· The contractor will for public facing systems/applications, performs Operational Security (OPSEC) review of public facing content, analysis of appropriate log file entries and implementation of security countermeasures, when necessary.

· The contractor will perform countermeasures which may include adjusting security controls like access permissions, password files, and access control lists.

· The contractor will refer serious security problems to the Information Assurance Team.

· The contractor will monitor system security performance logs daily, which includes checking and analyzing appropriate applications. Interprets log file anomalies and takes appropriate corrective actions.

· The contractor will provide support to the IMD staff on various special projects to include but not limited to SharePoint user interface development, business intelligence portal, digital signature technology, training, evaluation and implementation of developing technology, business development, etc.

· The contractor will work on a team or as a team leader to assist in the design, development, and implementation of various and diversified SharePoint projects.

· The contractor will give briefings to Team Leaders and Management as required (example: progress report, project reports, proposed changes to solution proposals, and new solutions).

3.4 Content Management Support (Web):

· The contractor will perform duties of web content Internet, Intranet sites, or collaboration portals, responsible for the day-to-day operations of assigned sites or portals, including overall design, monitoring, operations, maintenance, and content administration.

· The contractor will work closely with customers via telephone, electronically or in person to identify their information requirements; monitors, or ensures compliance of all laws, regulations, policies, standards, or procedures.

· The contractor will monitor website and is responsible for the day-to-day operation and monitors website or portal functionality and integrity and performs basic troubleshooting techniques relating to the website or portal.

· The contractor will ensure timely and accurate authoring and posting of current materials, and appropriate links with associated programs.

· The contractor will be responsible for the integration of approved content to the sites or portals, file management, and for compliance with DoD/DA/MEDCOM policies in order to maintain and sustain the website.

· The contractor will advise content providers in the appropriate use of copyrighted electronic property on websites or portals.

· The contractor will provide technical and editorial assistance for the Internet and Intranet websites.

· The contractor will be responsible for assisting in the compilation, management, and execution of web content projects.

· The contractor will coordinate the activities of the numerous components within the command, which have web responsibilities.

· The contractor will be responsible for assisting web authors or other content managers by providing advice, guidance, instruction, and support in the use of authoring tools and web design techniques.

· The contractor will perform OPSEC inspections of assigned websites. Provides administration and support assistance for activities publishing to the Army Knowledge On-Line (AKO) Knowledge Centers and other DoD Knowledge Centers.

· The contractor will provide guidance to determine the most appropriate methods for delivering information via the Internet, Intranet, and Team Sites.

· The contractor will determine web site or portal design and structure.

· The contractor will create web pages that enable all potential users to access information contained on the Web pages.

3.5 Software/Application Development:

· The contractor will develop, implement, and maintain unique WAMC software through the complete application development lifecycle.

· The contractor will perform administration on Development, Test and Source Code Repository servers.

· The contractor will keep current with trends and technology shifts related System and application development.

· The contractor will have overall responsibility for performance of hardware, system, and application software. Updates content of the various pages/files on the server.

· The contractor will recommend hardware and software purchases, system upgrades, and expansions.

· The contractor will create and maintains applications using a variety of programming techniques including Hypertext Markup Language (HTML), ASP.NET, JAVA, and C #.

· The contractor will support customers with creation of systems/software, including graphics integral to those documents. Loads files and manages structures to ensure appropriate operation and isolation of separate application areas.

· The contractor will be familiar with the status of Internet, Intranet, and WWW policies and positions, Army Department of Defense programs, directions and goals related to the IM IT.

· The contractor will install, configure, and test new software upgrade packages for both the application and database server operating system and all browser application packages, as appropriate for the WAMC.

· The contractor will install application programming software and establishes security settings and procedures for all these capabilities.

· The contractor will monitor, adjust, and upgrade servers to ensure optimization of servers.

· The contractor will maintain system logbooks to reflect all changes and documentation.

· The contractor will monitor system performance daily, which includes checking and analyzing operating system log files and appropriate web applications server, SQL database server, etc.) log files. Interprets log files anomalies and takes appropriate corrective actions.

· The contractor will develop documentation to reflect standards and operating procedures.

· The contractor will establish Web application development standards as it relates to size, structure, content, template design and authorizing tools.

· The contractor will coordinate closely with IMD Management and customers to ensure system content is within established standards.

· The contractor will participate in studies and surveys to identify hardware and software solutions for technical and functional problems/needs and provide general technical support to the the MEDCEN.

· The contractor will serve as an advisor to other in-house personnel with regard to system/application related discussions to include optimization of workstation and server development.

· The contractor will perform system/software and database servers updates, manages security aspects of developed systems and software protect personally identifiable information (PII) and protective health information (PHI).

· The contractor will for public facing systems/applications, performs Operational Security (OPSEC) review of public facing content, analysis of appropriate log file entries and implementation of security countermeasures, when necessary.

· The contractor will perform countermeasures that may include adjusting security controls like access permissions, password files, and access control lists.

· The contractor will refer serious security problems to the Information Assurance Team. Monitors system security performance logs daily, which includes checking and analyzing appropriate applications. Interprets log file anomalies and takes appropriate corrective actions.

· The contractor will provide support to the IMD staff on various special projects to include but not limited to user interface development, business intelligence portal, digital signature technology, training, evaluation and implementation of developing technology, business development, etc.

· The contractor will work on a team or as a team leader to assist in the design, development, and implementation of various and diversified projects. The contractor will give briefings to Team Leaders and Management as required (example: progress report, project reports, proposed changes to solution proposals, and new solutions).

3.6 HelpDesk Customer Service and Support (CSS):

· The contractor will receive customer support service requests for assistance from any WAMC customer, the COR or designated Government representatives, via, but not limited to, the following methods: Verbal, (i.e., telephonically and/or in person) or Written (i.e., E-mail, EMTS and/or Web interface).

· The contractor will create a support request in EMTS during initial contact with the customer, except on weekends and holidays.

· The contractor will participate in the flow of information by documenting all solutions in a resolution database in the EMTS, which will be available at all times to the Government.

· The contractor will participate in the development and sustainment of an EMTS knowledge management system for both internal and external use.

· The contractor will complete all EMTS documentation for service requests received verbally within 2 working hours of resolution, except on weekends and holidays.

· The contractor will complete all EMTS documentation for written service requests within 4 working hours of resolution, except on weekends and holidays. The contractor will document all requests or resolutions in EMTS, unless the EMTS is unavailable. Documentation must be completed within 4 hours of the restoration of EMTS availability. The contractor will provide complete written documentation including all facets of support from initial contact, problem definition, problem resolution, and final disposition.

· The contractor will utilize Microsoft and other management tools, as applicable, to resolve requests for assistance as rapidly as possible and to the satisfaction of the customer.

· The contractor will install and troubleshoot all Microsoft Operating System Software and office automation software in use on the currently supported desktop.

· The contractor will install, configure and troubleshoot common Network Protocols at WAMC, to include, but not be limited to, TCP/IP and wireless protocols.

· The contractor will install, troubleshoot and perform repairs, if appropriate, for microcomputers, terminals, mobile devices, peripherals and software.

· The contractor will identify and resolve problems with all automation hardware, software, systems and peripherals, at the customer service support center, the customer site, or by utilizing remote tools.

· The contractor will keep the Government and customer appraised (through a variety of means (verbally, email, or electronically)) of all actions and attempts at resolution of an issue.

· The contractor will install and configure all components of the workstation configuration, such as network cards, sound cards, modems, video cards, printers, scanner, FAXs and other software and peripherals.

· The contractor will determine the cause of network related issues.

· The contractor will correct the network related issue or transfer issue to the level of IT support to correct the issue.

· The contractor will document the issue, steps taken to correct issue or in the case of a transfer document completed so far in an attempt to correct the issue.

· The contractor will provide requested reports to the derived from information contained in EMTS, System Center Configuration Manager (SCCM) and other management software as needed.

· The contractor will provide personnel to perform backup and restore tasks to appropriate media for Client/Server Systems based on a published schedule provided by Government management personnel.

· The contractor will fully support and utilize the Automatic Call Distribution (ACD) System currently available in the facility.

· The contractor will document all service requests received while in on call status on weekends and holidays within first four hours of next business day in Remedy.

· The contractor will monitor, troubleshoot, and resolve all operational and software problems associated with network and stand-alone printers.

· The contractor will perform all inventory and equipment issue and tracking tasks when deploying new or refurbed equipment in accordance with policies.

· The contractor will perform all other Desktop support operational tasks requested that are specific to the campus environment to which they are assigned, such as assisting with Data Center operations, assisting customers with automation or Information Assurance requests, managing schedules or other customer assistance duties.

· The contractor will answer and triage all support requests, resolve all technical issues as expediently as possible, and escalate to Tier II or Tier III level(s) after validating with Customer Service Support Manager or Government point of contact (POC).

· The contractor will maintain the authorization folder for each cell device in use to include any approved requirements document, hand receipt, and sensitive information protection statement signed by the user.

· The contractor will assist with the planning of the deployment project to include coordination with department/division POCs and customers.

· The contractor will assist and participate with scheduling pre-walk through inspections, equipment deployments, and post deployment inspections based on the Government’s approved configurations and quantities.

· The contractor will assist in hardware tracking throughout the entire deployment. Inventories will be maintained as equipment is introduced into the deployment area and each time it leaves the deployment area.

· The contractor will ensure that deployment team members inventory new equipment as it is deployed and replaced equipment as it is turned in.

· The contractor will ensure all deployed hardware is entered into the appropriate service request in the EMTS.

· The contractor will ensure hardware information is entered into the EMTS asset management database

· The contractor will provide daily reports on the status of the deployments during the previous 24 hour period. A list of hardware deployed, including quantitative and qualitative information, and any special or mitigating issues that are associated with the deployment are also required.

· The contractor will document in the EMTS and coordinate resolution of, all issues that could not be resolved during deployment at the customer site.

· The contractor will receive, unpack, setup, and burn in (run for an extended period of time to detect problems) all new equipment.

· The contractor will copy, store and secure data and files from equipment to be replaced, if necessary.

· The contractor will disconnect and remove old equipment from the work area.

· The contractor will place new equipment in the work area and connect it.

· The contractor will verify the new equipment is functional.

· The contractor will copy all stored data and files to the new equipment and verify that all data and files are present.

· The contractor will configure and connect any peripherals originally connected to the old equipment and verify that they are functional.

· The contractor will reinstall any special software for which original media and licenses are available and authorized by IM leadership.

· The contractor will, if necessary, wipe data and files from the old equipment AR 25-2 or disposal. The Government will furnish the software necessary to perform this task.

· The contractor will turn over the old equipment to the logistics support team.

· The contractor will document all actions in the EMTS in as proscribed in the Service Level Agreement (SLA) with Global Service Center (GSC).

· The contractor will keep a current inventory of all equipment in their possession from receipt of hardware from Logistics Division to the return of recovered equipment to Logistics Division.

· The contractor will ensure that the IMD deployment area is left in operational and satisfactory condition before departing the area at all times.

· The contractor will connect all existing peripherals to deployed equipment and ensure operability before departing the customer site.

· The contractor will keep a current inventory of all equipment removed from service and all replacement equipment.

· The contractor will provide on-site hardware maintenance services on Government Owned equipment. The equipment to be serviced includes but is not limited to, mini/micro computers, hand held computing devices, optical technology, various controllers, plotters, printers, scanning devices, CD-ROM, Disk and Magnetic tape recording devices, video display units, information processing equipment and related network devices and software. The Government's maintenance policy is in Exhibit C.

· The contractor will provide on-site hardware maintenance services on Government Owned equipment.

· The contractor will upon completion of repairs, the contractor will ensure that the entire system is completely operational. Workstations will be tested both in a standalone mode, and as part of a network, if originally connected. Any hardware repairs, additions, deletions or modifications to the equipment will include all necessary hardware and software (including network software configuration or installation).

· The contractor will, when a storage device which is part of a system is replaced or repaired, take reasonable steps to ensure the integrity of the contents of the storage device. A storage device will not be considered to have been installed or repaired, to the satisfaction of the Government, until all the contents have been restored (when necessary) and made directly available to the computer operating system and application software.

· The contractor will when a device connected to the facility Local Area Network (LAN) must be repaired, added, deleted or modified, take into consideration the interaction with the network of all components and/or software of the information system to be repaired or modified. The contractor will not interfere with the connectivity of a network device, except as required for the period during which the repair or modification is actually being performed.

· The contractor will when a peripheral such as a printer, point device, video monitor, scanner, etc., is to be repaired, added or modified, configure the peripheral to function with the system hardware and software. This may include setting or resetting hardware settings, either through an interactive process with the peripheral or elsewhere in the system. It may also be necessary to modify CMOS settings on some computers, and the process may also include the installation of software drivers and the modification of operating system or application software configurations. The contractor will not, by installing software, cause an information system to be in violation of Federal copyright laws.

· The contractor will when an expansion board must be repaired, added, deleted or modified, configure the expansion board to function within the system. This may include setting hardware settings, either by interaction with configuration software, or the setting of jumpers or dip switches either on the expansion board or elsewhere within the system. It may also be necessary to modify CMOS setting on some computers, and the process may also include the application of software drivers and modification of operating system configurations. The contractor will utilize diagnostic software, equipment and technical documentation on both the expansion board being installed, and equipment already installed to ensure that the expansion board will function properly without interfering with the proper functioning of other components within the system or network.

· The contractor will respond to all repair requests by being at the physical site of the malfunctioning equipment within four (4) work hours of the documentation of the malfunction, if the equipment is located on the local campus.

· The contractor will clearly document the old and new serial numbers of any serially numbered component that is replaced and follow all procedures and requirements for equipment tracking and accountability, to include following all procedures for return of defective parts.

· The contractor will enter and update all information and solutions relevant to service requests and tasking using EMTS, and participate in the flow of information by documenting more complex solutions, or verbally apprising the IM leadership of less complex solutions.

· The contractor will discuss proposed field modifications to equipment with the IM leadership and if required, submit an estimate of the cost for parts.

· The contractor will follow Army Regulation (AR) 25-2 for purging data on equipment such as hard drives and other storage media.

· The contractor will provide Tier II technical and security customer service and support to users regarding all facets of In and Out processing.

· The contractor will provide computer systems security support functions.

· The contractor will setup and maintain Active Directory account restrictions and user rights.

· The contractor will ensure password controls and procedures are followed.

· The contractor will create user accounts, allocates drive space, and establishes drive connections.

· The contractor will perform computer systems security support functions to protect and provide appropriate access to sensitive patient and research information.

· The contractor will coordinate with other site administrators to transfer accounts for personnel changing duty stations.

· The contractor will coordinate with In/Out Processing personnel at other military medical treatment facilities to transfer personnel information for personnel arriving at WAMC, or departing to other MEDCOM activities.

· The contractor will document all work performed and solutions developed in the EMTS.

· The contractor will acknowledge all trouble tickets that are assigned and ensure that customer receives correspondence from the assigned technician, within 24hours. Update ticket by entering in progress or acknowledge in the notes.

· The contractor will manage, update and track all trouble tickets assigned.

· The contractor will demonstrate technical knowledge, skills and abilities by resolving a minimum of a 100 tickets per month.

3.7 Network Engineering:

· The contractor will assist the wide area network (WAN) Coordinator and Network Coordinators as requested including performing scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing internet and intranet user support. Specialized ability in physical configuration/installation of network infrastructure. To include data center infrastructure, switches, routers, CAT6 and fiber cabling.

· The contractor will maintain and develop the capacity, performance and robustness of the network including security, access control and remote access.

· The contractor will oversee the day-to-day operation of computer networks, including hardware/software support, training, and special projects.

· The contractor will facilitate open communication and discussion with key MEDCEN stakeholders and capture and disseminate technical business information.

· The contractor will plan, design and implement data connectivity for local area network (LAN) and WAN systems. Assists with coordinating special projects including network related wiring plans.

· The contractor will perform system installations, backups, maintenance, and problem solving.

· The contractor will assist in providing network and remote connectivity hardware/software support.

· The contractor will manage the services provided in a way that reflects current industry-wide best practice (Ensure accountability for the services, resources, and information in line with MEDCEN and Information Technology (IT) Services key priorities, keeping the leadership fully informed of impact in relation to strategic objectives.

· The contractor will maintain LAN user documentation including hardware/software applications, support logs and other related information

· The contractor will research and recommend network and server hardware and software; assists in installing, designing, configuring, and maintaining system hardware and software.

· The contractor will analyze and troubleshoots the network logs and tracks the nature and resolution of problems; monitors usage to ensure security of data and access privileges.

· The contractor will install, supports and maintains both physical and virtual network servers and appliances; installs, maintains, and troubleshoots the Storage Area Network (SAN); establishes and maintains user accounts, profiles, file sharing, access privileges and security.

· The contractor will perform daily server tape backups; research, analyzes, monitors, troubleshoots and resolves server or data network problems and ensures that disaster recovery procedures for their area of responsibility are tested and enforced and that appropriate action is taken to investigate and resolve incidents and problems liaising with other IT staff and leadership as necessary.

· The contractor will develop, maintain, and implements network support, and archiving procedures.

· The contractor will research and evaluates new technologies related to computer networking; assists in planning, coordinating, and consulting with vendors and clients for hardware/software purchases, product services and support; recommends and specifies the purchase of related products and services.

· The contractor will keep current trends regarding new hardware/software products for system enhancements; assists and provides support to the Technology Support/Trainers as necessary.

3.8 Network Administration:

· The contractor will oversee the day-to-day operation of computer networks including hardware/software support, training, and special projects; plans, designs and implements data connectivity for LAN and wide area network (WAN) systems.

· The contractor will assist in coordinating special projects including network related wiring plans, LAN/WAN hardware/software purchases, and system installation, backup, maintenance, and problem solving Set up, configure, and support internal and/or external networks.

· The contractor will develop and maintain all systems, applications, security, and network configurations.

· The contractor will assist in coordinating special projects including network related wiring plans, LAN/WAN hardware/software purchases, and system installation, backup, maintenance, and problem solving

· The contractor will assist in providing network and remote connectivity hardware/software support; maintain LAN user documentation including hardware/software applications, support logs and other related information

· The contractor will assist in planning, coordinating, and consulting with vendors and clients for hardware/software purchases, product services and support; recommends and specifies the purchase of related products and services

· The contractor will recommend upgrades, patches, and new applications and equipment.

· The contractor will keep current regarding new hardware/software products for system enhancements; assists and provides support to the Technology Support/Trainers as necessary.

· The contractor will provide technical support and guidance to users.

3.9 System Administration (Network):

· The contractor will support the hardware (Server, PC, and peripherals), operating system (OS), and software infrastructure support.

· The contractor will install, maintain, configure, and optimize personal computer (PC) and Network Operating Systems, to include Microsoft, Linux, and VMware server operating systems.

· The contractor will provide program management technical support, analysis, data management, and server management to sustain the operational computing environment.

· The contractor will design, implement, and maintain policies and procedures in support of, but not limited to, data storage/back-up/recovery, server software and firmware upgrades, and standard server maintenance.

· The contractor will design, implementation, and/or on-going sustainment of Microsoft Active Directory and Exchange services to include forest creation, establishment or trust relationship, and account creation and maintenance.

· The contractor will produce customized automated solutions for operation tasks in order to improve efficiency and standardization.

· The contractor will provide all areas of Data-Center Program Technical Support to include site assessments, preventive maintenance, and emergency and corrective services.

· The contractor will perform data-Center Administration may also include datacenter planning and design, power and cooling analysis, feasibility studies, risk assessments, site surveys, energy usage assessments, optimization evaluations, and relocation and consolidation services.

· The contractor will develop a comprehensive life-cycle management plan to include a technology implementation roadmap. Data-Center surveys may include providing the equipment reconfiguration requirements, developing floor plan layouts, estimating bills-of-material, identifying data communication requirements and shortfalls, verifying power distribution and environmental in order to meet mission critical requirements.

· The contractor will be responsible for the management of UNIX, Linux, Solaris, Macintosh, Windows, VMware and other operating systems within WAMC; will support and maintain the operating systems, patches, upgrades, and apply Information Assurance (IA) requirements for all systems within WAMC; will ensure that these systems are online and available to WAMC customers and ensure backups and contingency issues are addressed in the event of failures.

· The contractor will assist with new IM/IT projects affecting network operations IAW current Defense Information Systems Agency Security Technical Implementation Guide (DISA STIG).

· The contractor will provide infrastructure management and monitoring capabilities to include the server, network (wired and wireless), and virtualization environments.

· The contractor will support, to include the use of but not limited to, Microsoft System Center Operations Manager, and Solar Winds, to provide proactive monitoring and alert notifications of mission critical assets.

3.10 Systems Administration:

· The contractor will serve as a systems administrator in support of varied, highly complex and unique military health system (MHS), DoD standard and commercial off-the-shelf automated systems including existing legacy systems and is responsible for the daily operations of assigned computer systems.

· The contractor will be responsible for site preparation, implementation, maintenance and sustainment of complex systems with specialized application hardware. The contractor will perform systems management for various operating system types.

· The contractor will be responsible for planning of systems implementations, installation of new or upgrading of existing hardware and software, develop system interface plans, prepare data migration plans and execute migration of data when required. The contractor will review and coordinate updates and ensure that the system is performing correctly after updates. The contractor will monitor database performance to ensure efficient operations and to project future system needs. The contractor will be responsible for identifying and assessing system performance and fine-tuning.

· The contractor will be responsible for planning training requirements for new system implementations or changes/upgrades to existing systems. The contractor will create and distribute new procedures and circulate relevant bulletins that address changes and/or enhancements.

· The contractor will develop customized reports for end…