Common Operating Environment (COE) IT Support Services

Added: Nov 18, 2008 3:06 pm The Department of Transportation (DOT) intends to issue a solicitation for IT SUPPORT SERVICES (details below).



Teaming arrangements, especially those utilizing SBAs 8(a) Mentor Protg Programs Joint Ventures, are highly encouraged. All Mentors and Protgs must be certified and approved by the Small Business Administration to participate in this program prior to award.



The Department of Transportation has been transforming its information technology services to a Common Operating Environment (COE). The COE has been implemented at DOT Headquarters in Washington, DC and is now being phased to DOT field locations nationwide.

Service location types include:



DOT headquarters in Washington, DC;

Nationwide DOT campus offices

Telecommuters, i.e., office-based workers who work from home on a periodic basis; and

Remote workers, i.e., non-office-based workers who may work from home or may be mobile at remote locations.



The contractor should have experience managing large (over 10,000 users) government IT operations. Contractor requirements will include written proof of a CMMI Level II Certification (SCAMPI Report) at time of contract award. Key personnel must have ITIL certification at time of contract award.



The following are the key high-level Service objectives DOT expects to achieve through the outsourced services:

Provide Management Services with features and functions that meet End-User needs and meet DOT business requirements

Implement standardized processes to meet DOTs business requirements so that the COE addresses the needs of the End-User in a consistent manner across all DOT modes

Provide a reliable, scalable and secure infrastructure network to DOT at the HQ and Field locations

Achieve process maturity within the DOT HQ as a Common Operating Environment (COE) and extend the COE to field locations

Achieve Operational Maturity

oIntegration with DOT and all 3rd party Service Providers

oService assurance and continuous improvement in all areas of End-user Management

oSituational awareness in identifying risks and managing events

oAccommodation of fluctuation in the number end-users served

Operate efficiently and effectively by running on a consolidated network infrastructure and by simplifying network management, procurement and budgeting

Minimize administrative effort by engaging the outsourcer to provide this management function

Maintain compliance with industry standards and government regulations (e.g., Section 508, FISMA, ITIL, FDCC, etc.)

Assurance of access to trusted Networks

Acquire Services that can leverage operational scale and best practices to achieve optimum price performance



The service areas described below include support for DOT HQ and will be expanded to include all DOT field locations during the performance period. The service areas are (1) End-user Management, (2) Infrastructure Services, (3) Hosting Services.



(1) Seat Management, to include deployment, management and maintenance of end user devices for approximately 6,000 end users (which will phase to 12,000 during the performance period); Tier 0, Tier 1 service desk support on a 24/7/365 to address service requests and resolve user incidents; tech dispatch and end-to-end ticket management for incidents escalated to Tier 2 and Tier 3; desk-side support for all locations including break-fix, installations, and move-add-change; asset configuration, deployment, warranty management, tagging, refresh, and disposal management; software license management and inventory and asset management.



(2) Infrastructure Services to include server administration; server performance monitoring and reporting; backups and restores; management of DNS; management of hardware and software refresh; server management and support in the production and development environments; hardware and operating systems management and maintenance; server security operation (including anti-virus); patch and operating system upgrade and management.



Provider responsibilities include, but are not limited to, the provisioning, management, administration and troubleshooting of the following Data Network services:

 Midrange Servers (e.g. Email, Web, Blackberry, etc)

 File and Print Servers

 Network Infrastructure (firewalls, routers, switches, circuits, etc)

 Wide area Network (WAN)

 Virtual Private Network (VPN)

 Security



(3) Application Hosting encompasses the management of customer applications, application servers, storage, databases and/or web services hosted on (1) Government-owned and (2) Service Provider-owned systems running Windows, Linux, and Unix in a stable, reliable and efficient Service Provider data center environment. Application Hosting applies primarily to application servers, database servers and the associated storage devices; but may also include web servers and collaborative applications. Application Hosting does NOT include the development, maintenance, administration or management of customer applications, but enables secure physical and/or remote access to authorized customers or 3rd parties who perform these services. These services, constructed in logical packages, apply to those Customer groups and locations that chose to obtain these services through this Contract as opposed to the other hosting solutions available to them.

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Provider responsibilities shall include, but not limited to, the full provisioning, engineering, operations and administration of current and emerging Application Hosting Services, including:

Server Transportation, Builds, Installation and Configuration Set-up

Base Server Administration Activities: Console Monitoring, BIOS, OS (if Win/Linux/Unix)

Managed Security Services: Monthly Audits, Antivirus, Firewall & VPN

24x7 Server Monitoring & Reporting (hardware & bandwidth)

Backup, Restore and Offsite Storage Services

On-Demand Scalable Bandwidth

Adherence to Customer Asset Lifecycle Management Requirements and associated Reporting

Tier 3 on-call NOC hardware and engineering support, integrated with customer service desk routing and cross-functional services

Data Center Environmental Services: Redundant Power Sources, Cabling, Communications, UPS, Fire Suppression, HVAC, & Physical Security

Cross Functional Services

Administration of User Accounts, Media Services, and Domain Access (FTP, Etc)

Full Service Patch Management: Server, OS, and Security, Application, etc.

Full Development & Testing environment, integrated with change and release management procedures

Server and Application Monitoring & Reporting

DNS/IP Services

Project Management and Implementation

Other Optional Services as introduced over the life of the Contract



The solicitation is anticipated to be released early in calendar year 2009. The solicitation will be a statement of objectives following FAR 37.602. Offerors will be expected to provide innovative approaches in their performance work statements and quality assurance surveillance plans.



This is a Set Aside for 8(a) business. The estimated base level of effort for the contract is approximately 160,000 hours per year (Base) to increase as field locations are added. The Period of Performance is anticipated to be 10 years.