performance work statementsandraquaylesoomro.weebly.com/uploads/1/4/6/1/146110… · web...

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P e r f o r m a n c e W o r k S t a t e m e n t

XXXX PWS 20080415-1 1 Performance Work Statement

Contents

1. BACKGROUND AND NEED.................................................................................................4

2. PROJECT OBJECTIVES.......................................................................................................6

3. SCOPE OF WORK..................................................................................................................6

4. PERFORMANCE REQUIREMENTS...................................................................................74.1. TASK 1 - ITSO SERVICE DESK SUPPORT SERVICES................................................................................74.2. TASK 2 - HARDWARE REPAIR..................................................................................................................104.3. TASK 3 - CUSTOMER SERVICE SUPPORT (CSC).....................................................................................124.4. TASK 4 - ITSO MEETING MANAGEMENT TECHNOLOGY (MMT)........................................................144.5. TASK 5 - REMOTE FIELD STAFF SUPPORT (RFSS)................................................................................184.6. TASK 6 - NETWORK TECHNOLOGY BRANCH (NTB)..............................................................................194.7. TASK 7 -OPERATIONS BRANCH (OPB)....................................................................................................234.8. TASK 8 - INFRASTRUCTURE EMERGENCY PREPAREDNESS (IEP)..........................................................264.9. TASK 9 -GLOBAL ACTIVITIES..................................................................................................................284.10. TASK 10 - LOGISTICS AND MANAGEMENT SUPPORT.............................................................................304.11. TASK 11 -SHARED SERVICES OFFICE (SSO)...........................................................................................324.12. TASK 12 -TASK MANAGEMENT................................................................................................................354.13. TASK 13 -OTHER TASKS...........................................................................................................................36

5. PERFORMANCE MATRIX/DELIVERABLES/DELIVERY SCHEDULE...................38

6. SECURITY AND SAFETY...................................................................................................486.1. SECURITY..................................................................................................................................................48

7 TASK ORDER TERMS AND CONDITIONS......................................................................557.1. TASK - PLACE OF PERFORMANCE...........................................................................................................557.2. HOURS OF OPERATION.............................................................................................................................557.3. TRAVEL.....................................................................................................................................................567.4. GOVERNMENT FURNISHED EQUIPMENT (GFE)/ GOVERNMENT FURNISHED INFORMATION (GFI)...567.5. CONTRACTOR FURNISHED EQUIPMENT..................................................................................................567.6. SUPPORT ITEMS........................................................................................................................................577.7. INSPECTION AND ACCEPTANCE CRITERIA..............................................................................................577.8. PRIVACY ACT............................................................................................................................................587.9. PERSONAL SERVICE..................................................................................................................................587.10. SECTION 508.............................................................................................................................................597.11. KEY PERSONNEL.......................................................................................................................................597.12. CERTIFICATIONS AND TECHNICAL SKILLS DESIRED.............................................................................597.13. INVOICES - PAYMENT BY ELECTRONIC FUNDS TRANSFER (MAY 1999)...............................................607.14. MONTHLY REPORTS.................................................................................................................................627.15. HISTORICAL WORKLOAD.........................................................................................................................63

8. TRANSITION.........................................................................................................................648.1. TRANSITION PLAN....................................................................................................................................648.2. TRANSITION UPON CONTRACT CONCLUSION- TRANSITION..................................................................65

APPENDIX A...............................................................................................................................66


XXX SPARE PARTS/HARDWARE INVENTORY.......................................................................................................66

APPENDIX B...............................................................................................................................67GOVERNMENT DIRECTIVES....................................................................................................................................67OMP CIRCULAR A-130 (APPENDIX III_)..............................................................................................................67DHHS AISSP HANDBOOK.....................................................................................................................................67HHA PERSONAL SECURITY/SUITABILITY HANDBOOK.........................................................................................67

APPENDIX C...............................................................................................................................68SERVICE LEVEL AGREEMENT................................................................................................................................68ITSO SLA ADDENDUMS.........................................................................................................................................68

APPENDIX D...............................................................................................................................69SLA QUARTERLY REPORT.....................................................................................................................................69

APPENDIX E...............................................................................................................................70HPO Annual Report.................................................................................................................................................70

Sensitive but Unclassified


PERFORMANCE WORK STATEMENT

Information Technology Infrastructure Support Services (XXXX)

1. BACKGROUND AND NEED

The XXXXXXXXXXXXXXXXXXXXXXXXXX, located in Atlanta, Georgia, USA is an agency of the Department of Health and Human Services (DHHS). As the world’s leading public health agency, XXX has the responsibility for promoting health and quality of life by preventing and controlling disease, injury and disability. XXX works with States, local public health agencies and partners throughout the Nation and the world to accomplish this mission. XXX serves as the national focus for developing and applying disease prevention and control methodologies, environmental health strategies, and health promotion and education activities designed to improve the health of the people of the United States and throughout the world.

XXX is an information-intensive organization. Consequently, XXX’s dependence on information technology (IT), information systems, electronic communications, and digital media continues to grow rapidly and is essential to the mission and program accomplishment. Solutions must be timely, comprehensive, reliable, and cost-effective and this is only possible through IT. There are also a number of global trends that provide opportunities to better achieve XXX goals through IT, such as the growing health care and public health investments in IT and information systems, the development of electronic medical records, the growing ubiquity of electronic connectivity, networking and the Internet, and the convergence of communications media. Information resources management and information technology will play catalytic and enabling roles in achieving agency goals. Scientific credibility and service are the characteristics for which XXX is best known and most widely appreciated. Maintaining this edge in an era of information explosion is critical to XXX. XXX has developed strategies to use information technology to effectively and efficiently facilitate the mission, while protecting the integrity and confidentially of its information data resources.

The XXX Information Technology Services Office (ITSO) develops and coordinates XXX-wide plans, budgets, policies, and procedures for IT infrastructure services. ITSO has established a Service Level Agreement (SLA) for twelve (12) IT infrastructure service components. These services include:

(1) Personal computing hardware and software(2) Customer service support(3) Infrastructure directory services(4) E-mail(5) Infrastructure software(6) Application server hosting


(7) IT security(8) Networking(9) Remote access(10) Telecommunications(11) Video conferencing

ITSO: Provides consolidated IT infrastructure support contracts,

consulting services, technical advice and assistance across XXX in the effective and efficient use of IT infrastructure technologies.

Uses its assets and services carry out mission activities enhance personal and organizational productivity and develop information systems.

Develops XXX’s IT infrastructure architecture; maintains state-of-the-art expertise in information science and technology, conducts research and development, performs evaluation and testing of new IT infrastructure technologies to support XXX’s mission.

Manages XXX’s IT infrastructure capital investments and XXX-wide IT acquisitions of infrastructure technologies, develops and coordinates the implementation of XXX infrastructure security programs, manages and coordinates XXX-wide IT continuity of operations and disaster recovery facilities ensuring integrity, availability, security, and recoverability of critical data and systems.

Provides IT infrastructure support services by triaging and responding to requests for services, problem reports and takes necessary actions.

Coordinates with the XXX Corporate University to identify training and educational programs needed by staff to effectively use IT infrastructure technologies and services.

Conducts the IT infrastructure program in compliance with applicable federal laws, regulations, and policies.

ITSO is involved in a number of activities which require high level performance reporting. ITSO is an Office of Management and Budget (OMB) approved High Performing Organization (HPO) and must submit an annual report to OMB which documents our ability to meet or exceed our six Key Performance Indicators (KPIs). ITSO is one of twenty-three (23) U.S. Federal civilian and military Departments/Agencies participating in the IT Infrastructure Optimization Initiative (IOI) Line of Business (LoB) which is working on four (4) long-term goals. These goals are:

(1) Interoperability of functions across agencies and programs.(2) Collaboration within and across agencies, sectors and government levels.(3) Reduction in total cost of commodity IT infrastructure and return of savings to agency

missions.(4) Improved governance of IT infrastructure investment in support of agency mission and

government-wide goals.

Each fiscal year (FY), ITSO updates the SLA for Infrastructure Services Support (see Appendix D for the current SLA) between ITSO and the Coordinating Centers and Offices of XXX. In addition, ITSO reports its performance on a quarterly basis using SLA metrics (see Appendix E).


All of these activities require contractor support and there is direct correlation of ITSO performance requirements and goals to the contractor’s performance measurements. ). Therefore, this task order is crucial to ITSO’s success in meeting our SLA requirements and HPO KPIs.

2. PROJECT OBJECTIVES

The objective of this project is to provide an integrated and comprehensive task order for responsive, efficient, and cost-effective information technology infrastructure support services, which incorporates all appropriate technical and security requirements and considerations. The contractor is expected to comply with all XXX security requirements. The Contractor shall support desktop computing, and installation, hardware and software installation, network design and configuration, training and end-user support, server-based software and hardware upgrades, video conferencing, technology refreshes, upgrades, enhancements and IT property accountability. In addition the contractor shall evaluate, recommend and implement new advances in technology.

3. SCOPE OF WORK

This task order is to acquire IT infrastructure support services to accomplish XXX’s missions. This support shall include:

A single Level One Service Desk responsible for receiving customer requests, triage, problem closure or referral, and tracking. Level Two campus based Customer Support Centers (CSC) provide support for personal computing service requests not successfully resolved by the Level One Service Desk.

Configuration, installation and enterprise management of desktop, laptops, handheld devices, printers and Level I desktop software.

Network and e-mail based directories and associated services. Installation, and support of networking equipment, support of local and wide area

network connectivity, network operating systems, and routing. Installation and support of e-mail servers, software, application, and related add-on

features. Installation and routine support of standard COTS infrastructure software not otherwise

covered in other infrastructure categories including operating systems and DBMS. Installation and support for the core Internet and Intranet services, web services, file and

printing, databases, and similar host-based services. This includes the server operating system and other XXX Standard Level I COTS software.

Installation and support of remote access and terminal servers and software. Installation and support of video streaming (IPTV), desktop and room videoconferencing

equipment and software, enterprise-level bridge connectivity and scheduling. IT property life cycle accountability. Policy and procedure development, and ITSO performance metrics. Project management, technical writing, data analysis and reporting services for

infrastructure programs and individual projects.


4. PERFORMANCE REQUIREMENTSDescription of Computing Environment

XXX provides support to approximately 14,100 customers located in Government facilities, Telework locations and emergency designated locations within the continental United States (CONUS) and outside the continental United States (OCONUS) in more than thirty (30) countries. In addition to the operations of the IT infrastructure, a significant component of this work involves projects associated with upgrades and improvements to these service areas. Telework support is accomplished by telephone and remote access tools only.

ITSO supports approximately 30,000 client devices, (desktops, laptops and handhelds) running MS Windows as the desktop operating system (OS) and Research In Motion (RIM) as the handheld OS, and a small percentage of Macintosh systems. The Microsoft Office Suite along with core infrastructure applications is installed on all XXX desktops. The network topology is currently an Ethernet environment using Transport Control Protocol / Internet Protocol (TCP/IP), but may evolve as technologies and needs change. ITSO’s File/Print/Domain servers are configured with MS Windows Server and Advanced Server. ITSO’s enterprise software and patch management is serviced by Systems Management Server (SMS) XXX uses the Microsoft Active Directory throughout the entire XXX computing environment. ITSO also provides Local Area and Wide Area Network services XXX-Wide. These services include Dial-up and Citrix Remote Access services, Web Caching, IP Multicasting services, Wireless Networking, Internet Access, Video Internet streaming services, and much more. ITSO is also responsible for maintaining and running the Active Directory (AD) infrastructure and maintaining its integrity at all times. ITSO currently supports the messaging system that contains over 19,000 mailboxes. These mailboxes reside on exchange servers within the HHSMail consolidated system.

The levels of service referenced in this Performance Work Statement (PWS) are:

Level 1 = First line of support, non dispatchable techniciansLevel 2 = Second line of support, Campus based dispatchable techniciansLevel 3 = Administrative or infrastructure support, supports Level 2 with customer request for service.

4.1. Task 1 - ITSO Service Desk Support Services

The contractor shall provide all necessary staff and a secure facility to house the staff supporting the ITSO Service Desk (Level 1). The ITSO Service Desk is a single call center supporting all XXX customer requests. The average monthly number of IT request for services is 20,000 calls. The Service Desk shall use HP ServiceCenter for tracking all calls.

The ITSO Service Desk shall be staffed between the hours of 5:00am and 9:00pm Eastern Time, Monday through Friday, excluding Federal holidays.


XXX customers are located on XXX campuses in Atlanta, non-Atlanta CONUS and OCONUS locations to include all remote field staff and Telework locations. Customer assistance within the scope of this task shall be provided for any customer using Government-provided software, hardware or peripherals.

The contractor shall review Service Desk phone/screen recordings for quality assurance and training of Service Desk staff. These recordings shall be reviewed; all findings along with recommendations shall be reported to the Government. These recordings shall also be provided to the Government management through a secure web environment for review real-time.

4.1.1. Service Desk Support Services

The Contractor shall:

Triage phone calls, E-mails and Web Portal based problems, record the details of the problem or request for service (including customer name, organization, telephone number, date and time of report, and date and time of resolution) into HP ServiceCenter.

Attempt to resolve problems over the telephone or by remote desktop control, if possible, escalate incidents that require on-site assistance to the customer’s site when resolution over the telephone is not possible and requires Level 2 or Level 3 support.

Deploy software using centralized Short Message Service (SMS) to systems running the Government standard desktop image.

Provide updates to the customer regarding the problem’s status when the projected completion time for problem resolution changes or if the customer request status

Develop and maintain a problem resolution knowledge database, identify new Frequently Asked Questions (FAQ) content and update reference materials for the Service Desk that will include manuals, scripts, guides, procedures, work instructions, reports and deliverables to ensure proper procedures are followed.

Immediately notify the ITSO Information Systems Security Officer (ISSO) of any known, reported, or suspected breeches in systems security or threats to integrity of systems and processes.

Dispatch Video-Conferencing Facilitators (specially trained Level 2 technicians) for emergency and non-scheduled video-conferences.

Collect and analyze data related to Service Desk services, call volume and productivity, create Excel spreadsheets or graphical reports relating to trends in collected data.

Refer problems or requests not related to the scope of this task order to appropriate Government staff as determined by the Project Officers (PO).

4.1.2. Customer Callbacks for Closed but Unresolved Problems


The contractor shall separately report any calls that are initially identified as being resolved and closed, but are followed by the customer calling back stating that original problem still exists. The Contractor’s system shall flag these calls for special handling and reporting to the Government.

4.1.3. After-hours Emergency Support ServicesThe Contractor shall provide support on an emergency basis as required. The after-hours emergency support process will include instructions for the customer to call the ITSO Service Desk in (Atlanta) 404-639-6000 and 1-888-647-3375 (Non-Atlanta) and leave a detailed message on the emergency voice mail. The message left should contain the customers name, userID, telephone number, and a detailed description of the problem. A Contract Manager will promptly return the call to the caller on the number provided in the message. The contractor shall be required to provide telephone technical support within 1 hour of notification, and on-site technical support within 3 hours of notification.

4.1.4. Optional Requirement to Support Future IT InitiativesThe ITSO Service Desk may be staffed 24 hours a day, 7 days a week; weekend coverage shall support all core services offered during the normal business week including potential International (OCONUS) support.

4.1.5. HP ServiceCenter ServicesThe Contractor shall utilize HP ServiceCenter including future modules which may be added on to provide on-line problem tracking, reporting, change management and resolution to the entire Agency. The system must be capable of providing to the designated Government official customized reports by organization, problem, customers, or equipment/software. This system shall maintain an on-line database of all requests for hardware and software repair, maintenance, installation, and configuration support which shall include, at a minimum, the following:

Customer name Organization Telephone number Date and time of request Warranty status of applicable equipment Date and time of work completed Serial and property number of the component or parent system Parts and/or labor involved in the work

4.1.6. RightAnswers ServicesThe Contractor shall utilize and maintain RightAnswers Self-Service Portal and provide content regarding technology solutions that enable customers with on-line self-help to improve the end-user support experience, increase support capacity and reduce overall support cost to the Government. The Government may provide and assist the Contractor with questions and answers to customer inquiries in the development and operation of the database.


4.1.7. HP ServiceCenter and RightAnswers Services


Install, integrate, upgrade, operate, and administer the HP ServiceCenter and RightAnswers servers, including adding, deleting, and assigning appropriate security rights for ServiceCenter/RightAnswers technicians.

Build approved menus, screens, forms, categories, groups, and subjects. Perform feasibility testing for proposed configuration modifications. Maintain an accurate audit log, and record all configuration changes.

Monitor server operations and resolves problems. Install and configure the ServiceCenter Graphical User Interface (GUI) interface. Write operational documentation of the configuration of ServiceCenter and

RightAnswers. Comply with all XXX and other federal government security standards and

requirements as specified. Ensure adequate login control, password verification, routine password changes, violation audit trails, and virus detection.

4.2. Task 2 - Hardware Repair

The contractor shall provide a secure facility to house the staff supporting the hardware repair, warranty and non-warranty Government equipment currently owned or acquired throughout the course of this task order period of performance. This includes desktop, laptops, scientific workstations, servers and all other associated peripheral devices.

4.2.1. Hardware Maintenance, Repair Services


Provide all logistical aspects of warranty repair on Government owned equipment including shipping, receiving and installation. Non-warranty repair of Government equipment should have approval of the Technical Point-of-Contact or the Contract Project Officer. There are approximately 3,200 hardware repair calls are received annually.

The contractor may be asked to repair Government owned equipment used in Non-Atlanta locations. The Contractor shall identify third party vendors to provide on-site hardware support at these Non-Atlanta locations for warranty and non-warranty repair. If a suitable vendor can not be identified the Government may arrange to have the equipment shipped to Atlanta for repair. The SLA for hardware support does not apply to Non-Atlanta locations.

Provide server hardware and software operations, implementation, and maintenance to network file servers, application servers, database servers, and other infrastructure servers within the various Designated Server Sites (DSS) geographically dispersed throughout Atlanta and Non-Atlanta sites which includes the Remote Field Staff Support Services locations.


Provide DSS coverage over a 16 hour period between the hours of 5:00 am and 9:00 pm Monday – Friday and provided over an eight hour period between the hours of 8:00 am and 4:00 pm, Saturday and Sunday. (Current DSS core hours are 7:00 am to 6:00 pm Monday - Friday. In the future the DSS may request coverage be extended from core hours utilizing a smaller number of staff.

Maintain a level of spare parts and provide the Government with a logistic supply process that ensures continuity of operations at XXX and meets the response and resolution requirements established in the ITSO SLA.

Provide a secure location needed to stock spare parts in the Atlanta area. Storage and distribution of Secure ID Fobs will also be stored at this Atlanta spare parts location and distributed to Customer Service Centers (CSC) as requested by the Technical contacts.

Provide the necessary hardware to securely decommission government equipment/media, when equipment/media that has been marked for excess. Decommissioning process must meet all XXX/HHS policies governing this action.

4.2.2. Shipping and Receiving for Repairs If shipment for vendor repair is necessary, the Contractor shall provide packing, crating, and handling services. The Contractor shall inspect each repaired item and advise the Project Officer of any misidentified, incomplete, or damaged property. The Contractor shall use the Government’s property management procedures, for shipping and receiving of repaired equipment.

4.2.3. Cost of Repair ProhibitiveWhenever returning equipment to good operating condition is cost prohibitive (defined for this purpose as requiring repairs that cost in excess of 50% of the original cost of the system or its currently available replacement, whichever is less) or not technically possible, the contractor shall advise the Project Officers or other designated Government contact for approval prior to commencing the work

4.2.4. Atlanta Depot ServicesThe Depot is a centralized location for in and out processing of all Government purchased IT equipment for the Atlanta campuses including configuration and property management.

The contractor shall:

Provide logistical support and adhere to the Depot procedures; maintain communication with the CSC Team Leads, TSE’s, PGO warehouse and XXX Primary/Alternate Property custodians on all aspects of the equipment delivery and pickup.

Configure all new and refurbished Government purchased desktops, laptops and scientific equipment to ensure the latest computer image is loaded and all XXX Security requirements are met including patching and encrypting.


Streamline equipment deployments, pickups, and tracking of bar-coded equipment to and from the Customer Service Centers in the Atlanta area. Inventory all equipment entering and leaving the Depot and coordinate the transfer of equipment into the proper custodial accounts upon delivery or pickup.

Ensure that proper vehicles are acquired and serviced for delivery of this equipment based on an established schedule for each campus.

Excess all equipment that does not meet ITSO minimum hardware (HW) standards in accordance with XXX regulations.

4.3. Task 3 - Customer Service Support (CSC)

Customer Service Centers are campus-based teams of Level 2 technicians that provide computing support to desktop and laptop HW and software (SW). Incidents are escalated from Level 1 (ITSO Service Desk) to the CSC technicians who shall perform onsite customer IT services. The CSC’s hours of operation is from 7 am to 5 pm local time, Monday through Friday, excluding Federal holidays. CSC Support is provided in the following locations:

Atlanta Non-Atlanta

1) Roybal Campus* 7) Cincinnati2) Executive Park 8) Hyattsville (Includes Research Triangle 3) Corporate Square 9) Morgantown4) Century Center 10) Pittsburgh (Includes Spokane)5) Koger Center6) Chamblee

* Provides on-call, Level II, staff during core business hours in support of the Office of the Director.

4.3.1. CSC Support Services


Troubleshoot and resolve standard to more complex HW and SW problems and perform HW installs, upgrades and replacements.

Perform installation and troubleshooting of Level I or Level II software including all service packs, hot fixes, for all XXX approved systems and devices (desktops, laptops, tablets, and Blackberries) Assist with provision of support for Level III software, (Level III products are supported on a best effort basis). Level I, II and III software are listed in the XXX IT Infrastructure Desktop and Local Area Network (LAN) Standards/Guidelines.

Ensure all incidents are documented with current status, customer communications and full description of the problem/resolution daily.

Service Telework equipment remotely and on site. Service shall be provided at customer’s campus workspace or campus CSC workspace. Only in limited situations with extenuating circumstances requiring the approval of both the


Customer Services Branch Chief and the Contract Project Officer will service be performed at the customer's official alternate work site.

Develop desktop technical specifications for HW and SW. Collaborate with ISSO to test and evaluate patches to determine impact on the

Infrastructure and/or to remediate problems. Arrange for pick-up and processing of HW from customers that require accessing

of end-of-life computer equipment using standard ITSO procedures. Develop process, procedures and technical guides and other Reference Material

and distribute as required. Provide one-on-one training to customers and technical staff for all approved

XXX systems. Manage and Maintain Laptop Loaner Program adhering to ITSO procedures. Adhere to official XXX/ITSO Property Management procedures for all equipment

installs, moves, loans or accessing as defined by the Government. Develop Level 2 cross-training schedule for contract staff at all CSC locations. Provide Service Desk Liaison (SDL) support that will facilitate workflow at all

CSC locations. The Contractor shall:

Escalate incidents that can not be resolved at Level 2 and require Level 3 assistance for resolution.

Monitor the incident queues in Service Center to ensure SLA timelines are being met, ensure incidents in Alert Status are proactively worked or expedited.

Assign incidents that exceed the ITSO SLA time threshold. Collect and summarize CSC incident reports for analysis, provide updated

reference materials to the Service Desk including FAQ’s from technical staff or customers.

Spot-check closed incidents for quality assurance. Reassign incident to appropriate staff at the CSC when necessary; if the

assignee is a Government FTE, it will be reassigned in coordination with approval from the CSC Lead or Back-up.

4.3.2. CSC Campus Transportation ServicesThe Government may provide golf carts or equal equipment for transportation of equipment between buildings on XXX campuses. Golf carts will not be used to travel between campuses. The contractor shall ensure that the use of golf carts complies with XXX Policy XXX-109 – USE OF GOVERNMENT-OWNED VEHICLES, with all applicable Federal laws and regulations, and with local driving laws and regulations. Prior to official use, the contractor must provide evidence of motor vehicle liability insurance covering bodily injury and property damage, with limits of liability as required and/or approved by XXX. This task order also provides contractual authorization for use of fleet management vehicles if determined necessary. Use of fleet management vehicles will be permitted only with advance written approval by a XXX Contracting Officer. The aforementioned notwithstanding, the contractor may be required to transport equipment in situations where Government vehicles are not available.


4.3.3. Media Decommissioning ServicesThe contractor, in preparation of accessing equipment, shall follow Department of Defense standard three-pass, zero-write WIPE of all hard drives and degaussing of magnetic media that cannot be accessed for the conventional WIPE process.

4.4. Task 4 - ITSO Meeting Management Technology (MMT)

The MMT mission is to enhance organizational effectiveness by linking all Coordinating Centers and Offices and XXX/ATSDR sites with each other, and with various other federal agencies and public health partners through the development of high quality, reliable, audio, web and video conferencing services as well as local in room conference audio visual support. The contracted services herein will work with other contracted MMT services to deliver meeting support in the XXX Global Communications Center, OD and program meeting spaces. Service scheduling and delivery is administered through a XXX-wide Conference Room Scheduling Service (CRSS) managed by contract support. Contractor shall evaluate and provide recommendations to the government of new technologies.

The contactor shall provide MMT support for the following XXX locations. Locations with an asterisk indicate the contractor shall support both IT (Level 2 support services) and MMT services.

Atlanta MMT Locations:

Clifton-Royal Campus (Global Communications Center/Bldg 19 and Building 21 OD and first floor AV and VTC (videoconference) support provided through another ITSO contract)

Chamblee (Chamblee 106 AV and VTC support provided through a separate ITSO contract)

Century Center Corporate Square Office Park Executive Park Koger Center

Non-Atlanta MMT Locations:

Cincinnati, OH * Denver, CO * Fort Collins, CO * Hyattsville, MD Research Triangle Park, NC (excluding AV/Videoconference Support) Washington, DC Anchorage, AK (excluding AV/Videoconference Support) San Juan, Puerto Rico (excluding AV/Videoconference Support) Spokane WA *


4.4.1. Envision Video Conference ServicesThe ENVISION program is to facilitate effective, face-to-face communications between dispersed sites. The Envision service provides scheduling, support, operation and troubleshooting of XXX videoconferencing systems between Domestic (Atlanta and non-Atlanta) and International XXX locations as well as non XXX partners in point and multi-point conferences using Enterprise-level bridge connectivity.

The contactor shall:

Schedule, support and troubleshoot videoconferences. Use dedicated MMT videoconferencing scheduling applications. Use ServiceCenter for receiving, tracking and closing videoconferencing requests. Videoconferencing equipment stewards at their designated locations responsible

for system maintenance and local infrastructure system functionality. Manage, support and maintain video bridge Multi-point Control Unit (MCU),

gatekeeper hardware and bridge management scheduling software. Engage video bridge staff as applicable to resolve videoconference codec and

network issues. Provide reports and other MMT business requests from MMT management. Use the Conference Room Scheduling System (CRSS) to monitor daily

videoconferencing support schedules and last minute requests. Work with ITSO CSC staff and other contractor/vendors where applicable to

resolve issues. Follow all MMT policies, processes and procedures.

4.4.2. Envision Videoconference Bridge Services


Manage and operate XXX’s Envision Videoconference Operations Center. Manage, support and maintain video bridge, MCU, gatekeeper, codec and bridge

management hardware/software. Schedule, monitor and troubleshoot Agency-wide videoconference meetings. Serve as the central, technical point of contact for the campus video specialists. Perform videoconference network infrastructure design, upgrades, and

maintenance. Serve as videoconference network liaison with other ITSO staff and vendors. Provide technical assistance to the international VTC point of contact.

4.4.3. Audiovisual (AV) ServicesThe objective is to provide successful in room AV event support which includes but is not limited to data projection, audio amplification, video/audio recording and other emerging presentation technologies.



Provide conference room and auditorium audiovisual support services. Triage and escalate AV service resolution with vendors and other conference support staff.

Use ServiceCenter to receive, track and close audio visual requests. Use the Conference Room Scheduling System (CRSS) to monitor daily audio

visual support schedules and last minute requests. Work with ITSO CSC staff and other contractor/vendors where applicable to

resolve issues. Serve as Audio and Visual equipment stewards at their locations. Examine and recommend to MMT management AV system upgrades and their

locations. Assist with the planning of vendor provided AV hardware and software

audiovisual solutions for XXX conference room and auditoriums. Assist with the management and integration of AV system installation. Provide reports and other MMT business requests from MMT management. Provide Audio Visual equipment customer training. Follow MMT policies, processes and procedures.

4.4.4. Audio and Web Conferencing ServicesAudio and Web Conferencing utilizes audio bridge phone numbers as well as dedicated phone lines in combination with a Web Conferencing application to deliver content electronically between event participants. The audio and web conferencing application is provided by another contractor.


Schedule, support and troubleshoot Audio and Web Conferences. Use dedicated MMT Audio and Web Conferencing scheduling applications. Assist MMT management in the identification, tracking and support of events

deemed as Premier Service events with Charge Back options. Contractor may serve as an Audio and Web Conferencing Systems Administrator

for MMT. Provide reports and other MMT business requests from MMT management. Use the Conference Room Scheduling System (CRSS) to monitor daily Audio

and Web Conferencing support schedules and last minute requests. Work with ITSO CSC staff and other contractor/vendors where applicable to

resolve issues. Audio and Web Conference customer application training. Research and recommend emerging audio and web technologies. Act as liaison with vendor to schedule large events. Follow MMT policies, processes and procedures.

4.4.5. Conference Room Scheduling System (CRSS) AdministrationCRSS is used at most XXX campuses as an enterprise wide scheduling tool allowing customers to schedule conference rooms and technology resources.



Use CRSS to schedule and monitor daily MMT support Serve as CRSS System Administrators Provide CRSS customer training

4.4.6. Video Streaming Technology Services XXX Video streaming currently known as IPTV is a centralized video streaming service housed on the customer desktops for viewing of scheduled events as well as public broadcast channels.


Schedule, support and troubleshoot streaming events. Identify, research, recommend, support and maintain future streaming

technologies. Use ServiceCenter to receive, track and close requests as applicable. Coordinate with other ITSO staff and vendors. Coordinate with other ITSO staff in the support, maintenance and troubleshooting

of dedicated streaming servers and level 3 network support. Provide reports and other MMT business requests from MMT management.

4.4.7. MMT Service Desk Liaison (SDL) ServicesThis service provides oversight for all MMT support at all Atlanta and Non-Atlanta locations in cooperation with ITSO Service Desk and individual CSC.


Escalate incidents that can not be resolved at Level 2 and require Level 3 assistance.

Serve as CRSS Super User and enterprise wide administrator. Monitor the incident queues in ServiceCenter to ensure MMT SLA timelines are

being met, ensure incidents in alerts status are being actively worked or are expedited as needed.

Provide MMT SLA metrics reports. Serve as back up Audio/Web conference systems charge back administrator.

4.4.8. Audiovisual (AV) Design ServicesThe objective is to oversee the design, development and implementation of XXX conference room and auditorium AV/VTC systems.


Design, develop and plan vendor provided AV hardware and software audiovisual solutions for XXX conference rooms and auditoriums.

Manage and oversee the installation and integration of AV/VTC systems.


Assist with the design and development of XXX audiovisual and meeting room technology AV standards.

Coordinate agency vendor AV proposals and budgets.

4.5. Task 5 - Remote Field Staff Support (RFSS)

RFSS supports customers who work at remote sites or are assigned to a field placement at Non-Atlanta sites on a permanent or temporary assignment. These assignments may be located CONUS or OCONUS. Locations with an asterisk indicate the contractor shall support both IT (Level 2 support services) and MMT services:

RFSS XXX Locations RFSS Non-XXX LocationsSan Juan, PR * Regional public health offices Ft. Collins, CO * EPA officesDenver, CO WHOAnchorage, AK * UNICEF

20 Quarantine Stations BIDS program

Health department labs and clinicsIndian Health Services officesDivision of Diabetes Translation (Remote Office)Vessel Sanitation ProgramBio-Watch

The Contractor shall support customers that are in the field for extended periods of time on special deployment or in emergency situations on short notice. Support during this time may require extended remote support through CITGO or other remote communications to XXX network resources. The contractor shall be trained and experienced in addressing these special IT needs including contacting the customers and responding to rapid dispatch circumstances. The contractor may be required to travel infrequently to provide support to the remote staff or in relief of Government staff at Non-Atlanta RFSS sites.

Quarantine Station (Q-Station) Services

There are currently 20 Quarantine Stations (Q-Station) which are located at US airports, each Q-Station has a local server, T1 access, and several workstations on site. The number Q-Stations may increase from 20 to 24 in the future. The Atlanta contract staff shall monitor the Q-Station servers to maintain updates and upgrades as required. The contractor shall make periodic visits to the Q-Stations to perform required system upgrades.

4.5.1. RFSS Services



Provide RFSS Service Desk Liaison (SDL) support from Atlanta to monitor, track and triage all RFSS service incidents for all RFSS sites. This includes escalation of incidents to Level 3 if required. The contractor shall work in cooperation with the Service Desk and the CSC’s, and will monitor all RFSS incidents to ensure that the RFSS SLA timelines are being met, and that incidents in alerts status are being actively worked or escalated.

Perform Alternate Property Custodian duties at RFSS locations. Work with IT staff at remote locations to assist Government staff with remote

connectivity via local LAN systems. Maintain database scheduling system that records dates and times for

videoconference meetings, names of meetings, number of attendees, number attending from remote sites, and contact person.

Move, ship or transport Government IT equipment using property management procedures, as defined by Government.

In accordance with ITSO standards install, configure, integrate, upgrade, operate, and administer the LAN operating systems, including conducting and maintaining a reliable tape backup system, creating accounts on Windows file servers at domestic remote sites, and Quarantine Stations.

Provide IT support for remote/field staff, special XXX projects and assignments, including all desktop support. Support may involve servers, e-mail, routers, switches, laptops, modems, DSL, tablet, Blackberry’s.

Install, operate, maintain, configure, troubleshoot and repair Government issued IT equipment used by XXX remote/field staff customers. Includes servers, tape backup systems, desktops, laptops, Blackberry devices and peripherals.

Follow ITSO project management standards to complete RFSS projects. Wear and have turned on a cellular phone so that each technician can be contacted

by the Technical Steward at anytime during the core business hours as stated in the ITSO SLA.

4.6. Task 6 - Network Technology Branch (NTB)

This task is responsible for overseeing and satisfying the Enterprise Email/Messaging, Directory Services and Network requirements. In support of this responsibility, this task provides direct support of the Messaging, Directory Services and Network Infrastructure, which operate on a continuous basis, 24 hours, 7 days per week, in the Metro-Atlanta area as well as remote worldwide.

4.6.1. Email/Messaging Services


Serve as high-level technical support to other technical support staff such as Network Technicians, Level 1 and Level 2 technical support including XXX International (OCONUS) locations as it is relates to Messaging Services.

Perform Patch administration for Enterprise Messaging Servers.


Provide competency and trouble-shooting capabilities in server-related administration tasks for Messaging systems, such as Exchange server 2003 and/or Exchange server 2007.

System tests after applying patches, software upgrades or installs or installing or upgrading hardware.

Research, recommend and implement state of the art computing technologies related to Messaging such as advanced email functionality, Instant Messaging and mobile and advanced Communication Services, such as the Microsoft Office Communications Server suite.

Install, maintain, upgrade and tune hardware and software relating to Messaging Services.

Evaluate and test computer equipment requirements for the electronic mail system and messaging system.

Implement and administer Internet Messaging service applications such as SMTP/Internet mail and Listserver services.

Establish and maintain version control procedures. Monitor, assess and recommend storage levels and hierarchical storage for

enterprise Messaging. Participate in activities related to message tracking, recovery and audit as needed

for security and data-resolution problems. Perform analysis of messaging statistics, SPAM statistics, SPAM analysis and

message-header tracking. Perform technical analysis related to issues or problems in the creation of new

mailboxes, movement of mailboxes between servers and deletion of mailboxes/data.

Perform programming efforts related to automation of Messaging services and related Network Technology services, including population of Global Address List attributes.

Perform SW installation including operating systems and Messaging Service applications such as MS Exchange, LSoft Listserv SW and Rightfax SW.

Perform configuration management; version control and base-lining. Provide high-level technical support and trouble-shooting for support of

Blackberry Enterprise Servers and Rightfax Servers. Perform maintenance and daily administration of Listserver, Electronic Fax and

SMTP servers. Provide Administration support for the Blackberry Enterprise Servers and

Rightfax Servers. Maintenance and daily administration of list server and SMTP servers. Troubleshoot, escalate and resolve e-mail problems relating to the Enterprise

email messaging system in conjunction with the ITSO Service Desk. Act as the technical liaison with vendors and other technical experts for Messaging system issues and final resolution of problems originating from the ITSO Service Desk.

Provide trouble-shooting and support of technical products for Messaging systems, such hierarchical storage and anti-spam software systems.

Monitor Internet SMTP message flow within the XXX environment to ensure that messages are routed properly to and from the source and receivers of the message.


Provide analysis of risk, security, continuity of operations and other related support of Messaging Systems.

Wear and have turned on a cellular phone so that each technician can be contacted by the Technical Steward at anytime during the core business hours as stated in the ITSO SLA.

4.6.2. Directory Services


Serve as high-level technical support to other technical support staff such as Network Technicians, Level 1 and Level 2 technical support including XXX International (OCONUS) locations as it relates to Directory Services.

Install and maintain infrastructure servers and appliances related to Directory Services and IP name/address management.

Maintain and enforce ITSO Security and Processes Standards as they relate to Directory Services and related authentication processes.

Responsible for development, implementation, and operational management of directories, IP addresses, GPO’s, DNS, and login scripts.

Responsible for Populating, Synchronizing, Auditing, Maintaining, and Delegating Access to Directories.

Supports the ability to Backup/Recovery Enterprise Active Directory services and data.

Complete all Research and Development projects that are assigned by the technical contact.

Work with other ITSO functional area’s and staff to maintain and develop standard IT practices, develop technical recommendations, and develop technical guidelines for known problems and evaluate new IT technologies.

Use diagnostic equipment to identify and resolve problems. Notify Technical Contact when problem is beyond scope of this contract or

technical expertise. Provides reports and documentation for assigned projects. Performs incident response actions related to audit findings. Analyzes risk, security, and redundant capabilities of the Enterprise Directory

Services/IP Name-to-Address DNS services in support of Public Health systems. Wear and have turned on a cellular phone so that each technician can be contacted

by the Technical Steward at anytime during the core business hours as stated in the ITSO SLA.

4.6.3. Data Networking Services


Serve as high-level technical support to other technical support staff such as Network Technicians, Level 1 and Level 2 technical support including XXX International (OCONUS) locations as it relates to Networking Services.


Install/Maintain/Update “XXX COOP South” facility for critical systems as systems and technologies change.

Make recommendations to enhance XXX’s IT environment. Provide reports and documentation for assigned projects. Evaluate and coordinate security requirements for Internet/Extranet services. Install, test, optimize and document LAN/WAN data networking environment. Maintain current LAN\WAN documentation including diagrams, Host

Characterization worksheets for all equipment, and descriptions of the network equipment.

Research and implement system modifications and upgrades on all Data Network Equipment and service platforms.

Maintains, monitor and documents the XXX Data Network using industry best practices and standards. These processes must adhere to business requirements, change control as well as Government standards of security as outlined and mandated by the Office of Management and Budget (OMB) and the National Institute of Standards and Technology (NIST) (and as posted on those Government websites for definition and review).

Respond to emergency requests for mission critical backbone connectivity, router, LAN\WAN connectivity, and switch failures.

Focus on the most efficient solution to provide customers with a data network solution.

Use diagnostic SW and equipment such as network analyzers and probes in identifying and resolving network problems.

Notify Technical Contact when problem is beyond scope of this contract or contractor’s technical expertise.

Perform incident response actions related to audit findings and adhere to the Data Networking Incident Response Plan.

Perform SW installs and upgrades (service packs, hot fixes, etc.). Troubleshoot and remediate network infrastructure problems. Supports real streaming video, IPTV or current XXX video streaming technology,

WAN/LAN routers and switches, Websense, Web Caching (currently Akamai) and RSA services, CISCO ACS, firewall security components, Adobe Flash services, and Content Management Services.

Assist in implementation of “Disaster Recovery” (DR) site and any targeted Continuity of Operations (COOP) facility for critical systems and emergency deployment during outbreaks, exercises, and disaster\emergency situations.

Maintain/update “DR site” and other COOP facilities for critical systems as systems and technology change.

Plan, manage and coordinate the installation and the update of equipment. Perform security network analysis. Analyze traffic (bandwidth) requirements for internet/intranet to determine

capacity needed. Perform network-based security controls such as router access control lists

(ACL’S), internal firewalls, DMZ firewalls, and other firewalls as deemed necessary to support security requirements.

Perform special security measures for International sites.


Conduct network planning and design for new XXX buildings, locations, and functions.

Develop technical specifications for HW and SW. Design fault tolerant infrastructure systems: i.e. build in redundancy, etc. Work with other ITSO functional area’s and staff to maintain and develop

standard IT practices, develop technical recommendations, and develop technical guidelines for known problems and any future IT technologies.

Wear and have turned on a cellular phone so that each technician can be contacted by the Technical Steward at anytime during the core business hours as stated in the ITSO SLA or for any additional ITSO based MOU/SLA that specifies a weekend or after hour on-call schedule.

Install, manage and troubleshoot streaming video servers for XXX’s Internet services and encoding of video content.

Provide continuity of operations support in the event of an unforeseen critical or emergency situation, such as Pandemic Flu.

Install, maintain and update critical network systems for XXX Division of Quarantine’s DQ stations, Division of Strategic National Stockpile (DSNS) facilities, and other XXX locations that are a part of the XXX Network Infrastructure.

Provide quarterly a weekend on-call schedule for Data Network support after XXX core business hours.

4.7. Task 7 -Operations Branch (OPB)

This task is responsible for overseeing and satisfying the communications and computing requirements associated with XXX’s IT infrastructure. In support of this responsibility, this task provides direct support to the Designated Server Sites (DSSs), which operate on a continuous basis, 24 hours per day, 7 days per week, in Atlanta and Non-Atlanta locations. This includes providing level three server support for RFSS and Quarantine stations when requested. This task also provides support for the SQL DBA Team on migrations of decentralized databases to a consolidated SQL platform, and maintenance and monitoring of the databases hosted on the consolidated SQL platform.

Description of Computing Environment for ServersThe Designated Server Sites (DSS’s) are set-up as central computer rooms at each campus in Atlanta area as well as a DSS structure providing support for all Non-Atlanta locations which includes; Hyattsville and Research Triangle Park, and Cincinnati, Morgantown, Pittsburgh, and Spokane. DSS’s within the Atlanta area will be consolidated over time to two campuses, Roybal and Chamblee. Each DSS houses infrastructure and application servers that support the program requirements of XXX and that particular campus as well as centralized storage equipment. The Software Distribution Services utilizes Microsoft Systems Management Servers (SMS) to provide for remote software and patch distribution and management. In the future the DSS intends to have support staff available from 5:00 am until 9:00 pm, Monday – Friday and between 8:00 am and 4:00 pm Saturday and Sunday.

4.7.1. DSS Services



Perform software installation of operating systems, RDBMSs, COTS and in house developed software.

Apply functional and security updates to OS and applications. Provide technical support, troubleshoot SW and HW problems. Develop technical specifications for HW used by ITSO in the DSS or provided by

customers to be installed in the DSS as requested. Collaborate with the ITSO ISSO to test and evaluate patches to determine impact

on the infrastructure and/or to remediate problems. Deploy infrastructure and application level software changes following the XXX

change management process. Design and implement backup infrastructure. Conduct and monitor backups and restores in accordance with SLA. With direction from DSS Leads, conduct HW planning, installations, upgrades,

and replacements. Keep all HW firmware at current revisions except where noted. Conduct research and development for, and design fault tolerance into DSS

systems and infrastructure. Perform Disk and server space allocation and maintenance. Manage current EMC, and HP SAN infrastructure including SAN fabric and any

other SAN technology implemented. Schedule, automate, execute and monitor job and system performance Monitor and respond if appropriate to server alerting systems. Coordinate with Operational and functional DBA’s on database operations,

hardware architecture, and security. Monitor ongoing server operations. Conduct and provide IT resources capacity planning. Require key personnel to carry email and phone enabled mobile devices. Provide support after hours in an “on call” rotation which may include performing

restores or production releases and may include work performed remotely. Provide to DSS property custodian documentation on the movement of any bar-

coded equipment in or out of the DSS physical space.

4.7.2. SQL SupportThis support refers to the SQL Server and its related products including Integration Services, Replication Services, Notification Services, Analysis Services, and Reporting Services, etc.


Troubleshoot database SW and perform migrations to new platforms and/or new SW versions. Migrations to new platforms must be done in a manner in which the customer experiences little to no downtime.


Design and implement database backups and restore strategies. Failed nightly backups are identified and resolved by 9:00 am the following morning. Failed backups during the course of the business day are identified and resolved within 2 hours.

Design efficient database architecture and maintain performance and tuning as defined in the SQL Performance Document.

Perform SQL Server and related product systems monitoring using Idera or like products.

Identification of long running (> 1 minute) single queries, stored procedures, etc. Analysis to be done to ensure query is performing efficiently.

Identification of long running user transaction (> 3 minutes). Analysis to be done to ensure transaction is operating efficiently.

Blocking transactions identified within one minute of a blocking infraction. Blocking transactions not to exceed 1.

Perform annual SQL Server inventory to include but not limited to: SQL Servers on XXX intranet, versions and service pack level, number of databases, data base size percentage of available disk space. Counts will be aggregated.

Provide database applications support, i.e., schema changes in production, testing, staging instances, etc., in coordination with the Functional DBA.

Perform SQL Server SW upgrades; service packs and versions including testing and evaluation of patching strategies as defined in the ITSO SLA Customer Service Support Metrics for software upgrades.

Assist users in connectivity issues as it relates to SQL Server. Perform capacity planning and development recommendations for SQL Server. Create and enforce XXX standards and policies as it relates to SQL Server

operations. Schedule, automate, execute and monitor job and system performance as related

to SQL Server. Coordinate with Functional DBA’s on database operations, hardware architecture,

and security as it relates to SQL. Require key personnel to carry email and phone enabled mobile devices. Provide SQL Server support after hours in an “on call” rotation which may

include performing restores or production releases. Generally, after hours support can be handled remotely.

Require DBA’s to work remotely when called upon to provide after hours support.

4.8. Task 8 - Infrastructure Emergency Preparedness (IEP)

In support of this task, the contractor shall provide level 1 and 2 desktop support to the ITSO’s Emergency Preparedness mission of providing support to the Coordinating Office for Terrorism Preparedness and Emergency Response (COTPER) in accordance with the COTPER addendum to the ITSO SLA. The Emergency Preparedness section of COTPER, operates on a continuous basis, 24 hours a day, 7 days per week, including holidays and consists of two divisions; the Division of Emergency Operations (DEO) which includes the Directors Emergency Operations Center (DEOC), and the Division of Strategic National


Stockpile (DSNS). The contractor shall be responsible for the IT desktop support needs of COTPER Emergency Preparedness staff members and deployed XXX staff supporting emergency response efforts worldwide.

The IEP desktop support team handles approximately 1,000 support calls per month received via telephone, or email. Support incidents are logged and tracked using ServiceCenter, and handled in accordance with the COTPER addendum to the ITSO SLA. IEP responds to routine support requests during the normal duty hours of 07:00 AM to 5:00 PM, and emergency support calls outside of normal duty hours through an on call rotation schedule to be provided by the contractor. In the case of declared events or exercises the DEOC will be staffed 24hrs per day for the length of the event or exercise requiring rotating shifts for IT Support. DEO generally runs approximately five or six exercises per year with declared events occurring randomly through out the year.

In accordance with XXX, ITSO policies and the COTPER addendum to the ITSO SLA, the Contractor shall:

4.8.1. Customer Support

Provide support for desktop workstations, laptops, portable communications devices, network fileservers, remote access servers, tape backup servers, communications gateways, application servers, print servers, and other processors, via phone, email and in-person support within required SLA times.

Document all support incidents in ServiceCenter call tracking system following proper procedures and keep customers apprised of the status of service requests in writing.

Escalate incidents to appropriate ITSO level 3 support personnel. Provide video conferencing support for XXX continuity of operations and

deployment sites (Continuity of Operations (COOP) sites only). Provide 24x7 IT support to the DEOC during declared events or exercises. Provide IT support to COTPER remote locations. There are approximately 20

remote locations maintained by COTPER requiring desktop support. Some of these locations will require occasional air travel for one to 2 days at a time. When Activated, COOP sites may contain as many as 200 personnel to support.

4.8.2. After Hours SupportProvide an “On Call” rotation supporting remote IT XXX personnel at locations worldwide 24hrs per day 365 days per year including holidays. When in an on-call status the contractor shall be required to respond to phone calls or pages within 15 minutes, and be prepared to report to duty within 90 minutes if necessary.

4.8.3. Deployment and Emergency Response

The contractor shall deploy in support of emergencies declared by the XXX Director as a part of the DEOC and/or SNS emergency response requirement in


less than 2 hours. Employment may be for extended periods of time and involve primitive resources in adverse locations such as conditions that exist in disaster areas.

The contractor shall obtain U.S. Passports, and a secret security clearance as required.

Participate in emergency training and drills throughout the year and at various locations.

4.8.4. LAN Administration

Install and provide maintenance of LAN and LAN-related components. Perform server and workstation connection, configuration, integration, and testing. Upgrades system components as required.

4.8.5. Asset Management and Tracking

Ensure that Government IT assets are maintained in accordance with XXX IT policies.

Provide maintenance, tracking and accountability through the Government property system for a pool of laptop and desktop computers, Deployable LAN Kits and other communications devices that are used for emergency operations as required.

Serve as Alternate XXX Property Custodian.

4.8.6. Documentation and Reporting

On a monthly basis collect and analyze data related to Service Desk services, call volume and productivity, create Excel spreadsheets or graphical reports relating to trends in collected data.

Track status of Government assets in IEP property accounts. Track status of Government assets in IEP storage areas including asset

availability, asset condition, number of assets in designated pools etc. Provide monthly ServiceCenter reports of previous months activities and Asset

Management status due by the 10th day of each month.

4.8.7. Infrastructure Emergency Response

Provide emergency IT staffing to meet the infrastructure needs of the XXX such as virus outbreak remediations. 24/7 IT support for pandemic outbreaks, etc.

4.9. Task 9 -Global Activities

This task provides support to Global Activities in more than thirty countries located throughout the world. These programs include the Global AIDS Program, Division of HIV/AIDS Prevention, Parasitic Disease, and Infectious Disease.


ITSO Global Activities (IGA) supports approximately 35 local area networks which include network infrastructure, file servers, satellite communications, and messaging systems. Level 2 and 3 support shall be provided to foreign nationals on a daily basis including the administration, maintenance and problem solving for these systems. File servers are configured in a Microsoft Server environment. The supported networks range from the fairly simple small office LAN environment to very complex multi-location WAN environments. The ITSO Global Activities is in the process of an IT upgrade and connecting all locations directly to Atlanta through WAN links; contract staff shall be engaged heavily in these projects.

4.9.1. Global Network Support


Provide Level 1, Level 2 and Level 3 technical services to Global customers. Install, integrate, upgrade, operate, administer and monitor the LAN operating

systems, and servers in a Microsoft environment. Configure, install, and implement applications and software available on the

LAN file server. Configure disk subsystems to ensure efficient storage utilization and backup.

Maintain utilities for network management and audit trails. Research, develop, and configure workstation operating systems and user

interfaces to provide for optimum memory management, reliable access to applications and software, multitasking, and task switching, including considerations of network cabling hardware.

Work with the IGA team to install, integrate, upgrade, operate, and administer LAN resources such as application servers, SQL database servers, reference data base servers including CD ROM servers, communications servers, archiving servers, internet services, and a statistical software server.

Maintain the LAN electronic mail system software in a Microsoft environment. Ensure that local and international implementations and conventions follow XXX and ITSO standards.

Implement Internet connectivity with IP routing to workstations and LAN Workplace software for access.

Implement security procedures to ensure computer virus protection, file security, and data integrity. Be sure that network access is limited to authorized accounts and passwords are enforced and following all XXX security standards.

Design networks in accordance to XXX policy and standards using multiple routing protocols and Cisco IOS configurations. Notify government immediately when standards cannot be used and seek further direction.

Configure firewall devices in environments with single ingress and egress points into Local Area and Wide Area Networks.

Troubleshoot these networks or the networks designed by others and provide effective and timely solutions to network outages.

Explain and resolve network issues both terrestrial and satellite.


Explain and resolve issues related to electrical power, UPS, generators, etc because of the issues internationally.

4.9.2. Global Logistics Services

Provide comprehensive logistics support in areas such as shipping procedures, procurement, supply support, support equipment, training, technical data, computer resources, packaging handling, preservation and transportation issues, and required Global areas. The Contractor shall use proper property management procedures, as defined by XXX.

Perform preventive maintenance planning, spares provisioning and forecasting, equipment usage, maintenance, shipping, tracking history, and key management support analyses and recommendations as necessary to improve IGA management model.

Create procurement and travel requests in the appropriate XXX computer systems and track these request by contacting the appropriate individuals as to the status of these request. These individuals may be other XXX employees, XXX contractors, or private sector vendors.

Develop and maintain flexible warranty management programs, aggressive supply chain management for initially inventorying all ITSO material and ultimately ensuring timely procurement and management actions to further minimize XXX costs, and comprehensive life cycle management expertise.

Maintain an integrated logistics support (ILS) program with emphasis on spare parts logistics management, providing preventive maintenance planning, spares provisioning and forecasting, equipment usage and maintenance history, and key management support analyses and recommendations as necessary to improve XXX management model.

Perform International Video Conference activities which shall include:

Coordinate videoconference and media reservation. Troubleshoot room units and bridges. Monitor status of scheduled videoconferences. Pre-test room units and peripherals. Initiate Procurement request within 2 days of receipt. Inform management immediately upon discovery of issues or problems that

will delay procurement. Notify XXX Programs and XXX management weekly as to the status of

equipment including procurement, configuration and shipping. Equipment will be configured and prepared for shipment with 2 weeks being

given access to the equipment. Provide immediate feedback to XXX management when problems arise with

international video conferencing capabilities. Send, receive, and report to XXX the results of customer feedback

questionnaires for each international VTC session.

4.10. Task 10 - Logistics and Management Support


4.10.1. Property Management


Appoint a Primary Custodian Officer to serve as Custodian for all Government furnished equipment (GFE). The contractor shall serve as an Alternate Property Custodian Officer for Government accounts with oversight and guidance from FTE primary property custodian that includes: preparing forms for excess equipment, acknowledge property, update property location, transfer/relocate equipment from and to ITSO accounts, perform additional account maintenance and following documented processes/procedures.

There are two primary system used to track Government bar-coded equipment the XXX Property Management Information system PMIS and ITSO Assets Management System. The contract Custodians staff will be required to have full working knowledge on utilizing these tracking systems to run reports, document equipment history and reconcile non-scanned property.

Perform annual wall to wall inventory of IT equipment to reconcile XXX property - records and financial records by performing a physical count of property utilizing barcode scan equipment. The Property Office will establish a schedule yearly which contains inventory start and end dates. The contractor shall perform the inventory and download scanned files and submit files to MMA-PGO after scans and retain copies of scans on the ITSO share drive. The inventory is considered reconciled when all items of property have been accounted for. The contractor will report the results of the annual inventory to the FTE primary property custodian and the ITSO Property Accountability Officer (PAO).

Conduct equipment scans for all incoming property and XXX Campus moves/relocations and retain copies of scans on the ITSO share drive.

4.10.2. Acknowledge and Assign PropertyThe Contractor shall acknowledge new or transferred property into the appropriate assigned property account, whether new or being transferred from another active XXX account property must be physically accepted, acknowledged, assigned a new location and end user. Once acknowledged, property will be added to the appropriate custodial account inventory. When property is moved to another location within the assigned account the property system location must be updated. Accounts should be checked at least two times per day for new or transferred property waiting to be acknowledged. The contractor shall maintain copies of signed receivable documents on the ITSO share drive.

4.10.3. Transfer PropertyThe Contractor shall serve as Alternate Custodial Officers and shall transfer property from their assigned account to other accounts as property is relocated. The initiating Custodial Officer (this is the account that the property is currently assigned to) will initiate transfer in property system then print the 993 transfer document for the movement of property, whether it be to another building or campus. If the equipment is being relocated to another campus, the receiving custodial officer will acknowledge receipt for


the property into their assigned account once it’s physically received – to include assigning the equipment’s new location and end user. The contractor shall retain copies of signed transfer documents on the ITSO share drive.

4.10.4. Personal CustodyThe Contractor property custodian under direction of FTE property custodian shall be responsible to initiate personal custody transaction and create Personal Custody forms in the property system for XXX full time employees that are authorized to take home government property to conduct official government business. Personal custody documents require signature of the full time employee (FTE) authorized to take equipment off campus and the employee’s supervisor. The contractor shall retain copies of signed personal custody documents on the ITSO share drive.

4.10.5. Accessing PropertyThe contractor shall report excess property and prepare the 993 form utilizing the property system for property that has been designated as old, obsolete or unserviceable. The automated excess reporting in the property system will send the prepared 993 request to MMA Property Management. MMA will accept or reject the form or parts of the form and schedule property pickup with the custodial officer. The contractor custodial officer must be present during property pickup and obtain copies of excess 993 containing checkmarks and signature of MMA pickup personnel. The contractor shall retain copies of signed excess/993 documents on the ITSO share drive.

4.10.6. Inventory PropertyAs governed and scheduled by XXX Property Management, ITSO will be required to conduct annual inventory. After inventory has been conducted, custodial officers will be required to coordinate with the programs to reconcile any property that wasn’t scanned during inventory but appears on property listings. Property not found after conducting a search for the un-scanned equipment, will need to be documented in a Report of Survey package.

Contractor shall review their inventory and run various reports as necessary to maintain an accurate account of property. It is recommended that reviewing the inventory be done at least once a day.

4.10.7. Lost or Stolen PropertyAll lost or stolen government property must be reported to XXX Property Management, requesting relief of accountability for subject property. The Contractor shall notify FTE primary property custodian and gather supporting documentation explaining the circumstances surrounding the loss or theft for each item. Once all documentation has been gathered, the Contractor shall assist the FTE custodian with the preparation of the Report of Survey package. The FTE custodian will review the supporting documentation and sign the HHS Form 362 Report of Survey which list. The FTE custodian will forward the package to the ITSO Property Accountability Officer.

4.11. Task 11 -Shared Services Office (SSO)


Provides various services that cross-cut the ITSO organization including software distribution services, project management, technical writing, process engineering, reporting services, and data analysis services. This office provides services that enable the ITSO branches and teams to perform more effectively and efficiently.

4.11.1. Infrastructure Hardware/Software Distribution ServicesFacilitates and supports the following services throughout the Enterprise. The contractor shall provide service in the following areas:

Software Distribution

Install, Configure and Manage SMS and related services, including associated MS SQL Server, Windows Server Update Service (WSUS) and AV Services.

Build application packages for deployment to XXX Enterprise systems; workstations, laptops and server, local and remote which are running the XXX standard desktop configuration.

Create and manage VB Scripts to create the infrastructure required by SMS and facilitate SMS operations on systems distributed across XXX.

Create, manage and deploy SMS for software installation and update packages to systems running the XXX standard desktop.

Back up and restore SMS databases.

Patch Management

Facilitate the distribution of operating systems and application patches to all Enterprise systems including desktop and server operating systems, using a blended approach involving both SMS Inventory Tool for Microsoft Updates (ITMU) and WSUS for rapid distribution to the Enterprise.

Collaborate with the ISSO to test and evaluate patches to determine impact on the infrastructure and/or to remediate the problem.

Hardware and Software Management

Provide ITSO with a complete and regularly updated reports of hardware and software configuration for all Windows-based workstations, servers and laptops.

Create and manage workstation and server images for installation on new or re-purposed hardware. A single Windows image is maintained with software and patch updates for installation on many client hardware platforms.

Create, manage and deploy Active Directory Group Policy Objects (GPOs) Provide CSC staff with the tools used to support Windows Remote Desktop and

SMS Remote Control of client workstations and laptops. Support and develop standard processes for the installation and updating of

Windows client and server systems including standard image development and maintenance.


Anti-Virus Management

Manage pattern files including automated updates for all XXX Enterprise systems.

Manage AV pattern updates, schedule AV scans and virus reports. Manage OS and Application Patches and Security Updates. Manage AV servers for enterprise to ensure timely pattern and software updates,

centralized reporting, and automated notifications to administrators.

Processes and Reporting

Establish standard processes and reports for Enterprise systems including desktops, laptops, and servers.

Provide technical support and advanced troubleshooting for software distribution, hardware installation and image processes, patch management, AV management, and Enterprise security settings.

Work with CSB, OPB and NTB staff to provide XXX customers with managed, process-based access to applications, data and tools.

Provide designated ITSO staff with access to detailed, timely reports on all aspects of the XXX Desktop environment.

Schedule, automate, execute, and monitor SMS, WSUS and AV system performance.

Design all processes and systems with fault tolerance in mind, as appropriate for a large government agency.

Conduct Research & Development, and testing of new software distribution technologies.

4.11.2. Project Management OfficeManages ITSO projects using a collection of processes, tools, and techniques to structure, track, and manage project activities and deliverables. The ITSO PMO has defined a clear approach to successful project delivery and document development through a consistent and repeatable integration of practices and processes that comply with ITSO PMO policies, and industry best practices and XXX standards.

Project Management Services


Develop and manage the full project lifecycle from Initiation through Closeout including gathering Business Requirements, developing Charters, Communication and Risk Plans.

Create multiple types of project documents using full MS Office Suite including Project and Visio.

Develop and review work products for correctness in accordance with PMO best practices and standards.


Proactively review project deliverables; Identify project risks and resolve project issues.

Review ITSO and XXX strategic and tactical business plans. Notify the Government technical contact when unable to meet project schedules,

deliverables, or resolve project issues. Lead and Manage programs and multiple projects including creating meeting

agendas/minutes, meeting facilitation via Net Conferencing, and action item tracking using PMO Standards and Best Practices.

Technical Writer Services


Create documents using full MS Office Suite including Project and Visio. Collect, write, edit, track, finalize and organize information required for

developing user and technician guides, scripts, processes, procedures, work instructions, reports and associated project deliverables.

Work with project teams to gather information from Subject Matter Experts (SME) and develop initial technical content for document deliverables.

Create process flow diagrams and spreadsheets for project documents and document tracking.

Post project-related content to ITSO web pages for use by customers and ITSO staff.

Create process flow diagrams and spreadsheets for project documents and document tracking.

Data Analysis and Reporting Services


Collect data and coordinate from various data sources including SQL connections, complex tables from network monitoring tools, and large/complex reports and spreadsheets.

Analyze large data sets using statistical methods and best practices. Develop and manipulate complex Microsoft Excel workbooks to analyze data. Write high-quality, accurate quarterly and annual business reports to describe

Information Technology metrics. Schedule, distribute and develop reports for established reporting cycles and ad-

hoc reports as well.

4.12. Task 12 -Task Management

4.12.1. Task Level Program ManagementThe contractor shall prepare and submit for Government approval, a master planning document for this Task Order describing in easy to understand and logical sequence those actions to be accomplished, method of attainment, technical approach,


deadlines/milestones, problem escalation and any anticipated obstacles or issues. Management plan shall include all available resources and management controls which will be employed to meet cost, performance, and schedule requirements. The Management Plan shall be submitted to the Project Officer (PO) within thirty (30) calendar days following contract award date. The contractor shall:

Prepare a Task Order Management Plan describing the technical approach, organizational resources and management controls to be employed to meet the cost, performance and schedule requirements throughout task order execution.

Update Task Order Management Plan as necessary to ensure that the plan is current and effective.

4.12.2. Quality Control PlanThe contractor shall provide and maintain a Quality Control Plan (QCP) that contains, as a minimum, the items listed below to the PO for acceptance not later than thirty (30) business days after award. The PO will notify the contractor of acceptance or required modifications to the plan. All records of inspections performed shall be retained and made available to the Government upon request throughout the task order performance period, and for the period after task order completion, until final settlement of any claims under this task order. The contractor shall make appropriate modifications and obtain acceptance of the plan within forty (40) calendar days from the date of award. The QCP shall include the following minimum requirements:

A description of the inspection system to cover all major services and deliverables. The description shall include specifics as to the areas to be inspected on both a scheduled and unscheduled basis, frequency of inspections, and the title of inspectors.

A description of the methods to be used for identifying and preventing defects in the quality of service performed.

A description of the records to be kept to document inspections and corrective or preventative actions taken.

All records. Description of methods used to ensure planning and compliance of Section 508

statutes and standards.

4.12.3. Initial Business and Technical MeetingThe contractor shall have an initial Business and Technical Meeting: Within fifteen (15) business days following the task award date, the contractor shall meet with the ITSO PO and management team to review goals and objectives of this task order, and to discuss technical requirements. The contractor shall record detailed minutes of this meeting and provide a completed copy to the PO within five (5) business days.

4.12.4. Earned Value ManagementProject management shall consist of organizing and breaking down the complete scope of work into performance and deliverables based on the tasks and the performance matrix.


In accordance with Earned Value Management (EVM) principles, success shall be measured by the completion of the deliverables, performance and acceptance by the Government. As stated in the aforementioned guidelines, “The intent is to provide management information using existing company resources and a scaled EVMS application that achieves the project requirements and is compliant the EVMS principles. EVMS scalability is viewed as a spectrum employing the principles of EVMS guidelines to large complex and/or high risk projects allowing any project regardless of size and complexity to realize the benefits of earned value management.” “The essence of Earned Value Management is that at some level of detail within the Work Breakdown Structure, appropriate for the degree of technical, schedule and cost risk, or uncertainty associated with the project, a target planned value is established for each scheduled element of work. As these elements of work are completed, their target planned values are “earned.” As such, work progress is quantified and the earned value becomes a metric against which to measure both what has been spent to perform the work and what was scheduled to have been accomplished.”

As part of the technical requirement of this project, the Government is requiring the Contractor to utilize EVM guidelines to effectively integrate the scope of work with the performance matrix established for this project to achieve optimum project planning and control. The principles to be utilized by the Contractor shall be as outline below:

Plan all activities for this project from award through completion. Breakdown the project work scope into finite pieces that can be assigned a

responsible person or group for the purpose of the control of deliverables and work objectives.

Integrate project work scope and schedule objectives into a performance measurement plan against which milestones can be measured and changes can be controlled.

Objectively assess accomplishments at the work performance level.

4.13. Task 13 -Other Tasks

4.13.1. Training FacilityThe Contractor shall provide a secured training facility within a 10-mile radius of XXX headquarters facility that is easily accessible to all Atlanta customers. The training facility shall be equipped to accommodate 30 people and 1 instructor with a minimum of sixteen (16) computers that meet XXX hardware/software standards and may be connected to the XXX Network. Additional equipment required includes a high quality projection system connected to the instructor’s computer, one network high speed printer, display screen, white board, easel and VCR/DVD connected to the overhead projector.

All desktops shall be evaluated by the Government on an annual basis for technology refresh so that training can be provided for XXX’s current and future technology environment.

4.13.2. Special Projects


Public health emergencies (e.g. pandemic flu, natural disasters and terrorist activities) and unknown federal mandates (e.g. encryption of all laptops or implementing new federal desktop configuration standards) are unpredictable and can have significant workload and contractor staffing implications. Based on historical special projects there is a $1,000,000 special project budget established for the base year and $1,000,000 for each option year. This budget will remain unfunded until the special project can be identified and the requirements developed.


5. PERFORMANCE MATRIX/DELIVERABLES/DELIVERY SCHEDULE

The table below contains the Performance Matrix which will be used to measure the contractor’s performance during the life of the XXXX contract.

P e r f o r m a n c e M a t r i x / D e l i v e r a b l e s / D e l i v e r y S c h e d u l e

T a s k s P W S N u m b e r

D e l i v e r a b l e o r R e q u i r e d S e r v i c e s ( 1 )

P e r f o r m a n c e S t a n d a r d ( s ) ( 2 )

A c c e p t a b l e Q u a l i t y L e v e l ( A Q L ) ( 3 )

D e l i v e r yM e t h o d ( 4 )

TASK 1 4. The XXXX contractor shall provide a level of service so that all performance measurements in the SLA are met or exceeded.

Responds to and resolves in accordance with the SLA response and resolution times in SLA document for Customer Services Branch (CSB).

No deviation from the standard.

Quarterly review of Service Reports or customer complaints.

4.1. The contractor shall provide web-based monitoring of Service Desk calls.

Provide access to monitor the interactive voice response data. Data must be available on the Web 95% of the time.



4.1.1. The contractor shall provide monthly reports of adherence to SLA response and resolution times.

Monthly reports of adherence to SLA response and resolution times for CSB; Due 15th of each month.

No deviation from the standard; on-time delivery of reports.

100% Government review and acceptance.

4.1.5. The contractor shall provide 99.90% HP ServiceCenter availability.

Ensure a 99.90% availability of HP ServiceCenter software production system.

99.5% system availability.

Monthly review of System Logs.

TASK 2 4.2. The contractor shallprovide hardware

DSS server sitesshall be maintained in

No deviationfrom the standard.

Periodic

Government


maintenance and repair services according to ITSO Standards.

accordance with ITSO Standards.

review.

4.2.1. The contractor shall provide quarterly reports of all hardware maintenance and repair activities.

Quarterly reports on spare parts and Secure ID Key fobs inventories. Reports are due on the 15th of the month following the quarter end.

On-time delivery of reports.


4.2.4. The contractor shall provide logistical support to the Depot.

Prepares and images all equipment within 10 days of receipt at the depot.

On-time preparation for delivery at 95%.

Periodic or random inspection and acceptance.

TASK 3 4.3.1. The contractor shall provide quarterly reports of all hardware maintenance and repair activities.

Troubleshoots and installs software and hardware in accordance with SLA time frames.



TASK 4 4.4.1. The contractor shall provide Envision Videoconference Service.

Videoconference services provided in accordance with SLA time frames.



4.4.2. The contractor shall provide Audiovisual Services (AV).

Monthly Service Report delivered on time in accordance with SLA time frames.



4.4.4. The contractor shall provide Audio and Web Conferencing Services.




4.4.5. The contractor shall provide Conference Room Scheduling System Administration (CRSS).





4.4.6. The contractor shall provide video Streaming Technology Services (IPTV).

Monthly Service Report deliveredon time.



4.4.8. The contractor shall provide Audiovisual (AV) Design Services.




TASK 5 4.5.1. The contractor shall provide weekly Government standardized reports on all RFSS services.

Provided by COB each Wednesday to the Technical Contact.



TASK 6 4.6. The contractor shall maintain the Network Technology Branch networks.

Maintains the networks in accordance with ITSO Standards and SLA time frames.



4.6.1. The contractor shall maintain the Network Technology Branch, Email/Messaging.

Maintains the email and messaging systems in accordance with ITSO Standards and SLA time frames.



4.6.2. The contractor shall maintain the Network Technology Branch, Directory Services.

Maintains the Directory Services in accordance with ITSO Standards and SLA time frames.



4.6.3. The contractor shall maintain the Network Technology Branch, Data Networking Services.

Maintains the Data Networks in accordance with ITSO standards and SLA time frames.


Quarterly review of service reports or customer complaints.

TASK 7 4.7. The contractor Maintains and No deviation Quarterly


shall maintain and administer Operations Branch (OPB) software and hardware.

administers software and hardware in accordance with SLA Standards and time frames.

from the standard.

review of Service Reports or customer complaints.

4.7.1. The contractor shall perform OPB DSS Back-ups.

Performs backups as required to meet SLA


Daily review of backup Audit Logs to ensure no server misses two consecutive daily or full backups.

4.7.1. The contractor shall perform OPB DSS Restores.

Ensure any restore requested is satisfied within 4 business hours of being properly requested.


Weekly review of restore request tickets.

4.7.1. The contractor shall ensure OPB DSS performance and availability.

Ensure DSS Server performance, maintenance, management, and availability are operating within established guidelines. Periodic reports as required.



4.7.1. The contractor shall conduct an annual OPB DSS Server inventory.

Perform annual DSS Server inventory within established guidelines.



4.7.2. The contractor shall track OPB SQL migrations.

Track database migrations from program SQL Servers to ITSO SQL Servers. Periodic reports as required.

No deviation from standard.


4.7.2. The contractor Respond to and No deviation 100%


shall track, resolve, and report OPB SQL customer service requests.

resolve customer service requests within SLA criteria. Weekly status reports are required.

from standard. government review and acceptance.

4.7.2. The contractor shall ensure SQL performance and availability.

Ensure SQL Server performance, maintenance, management, and availability are operating within established guidelines. Periodic reports as required.

No deviation from standard.

100% Government review and acceptance

4.7.2. The contractor shall conduct an annual OPB SQL Server Inventory.

Perform annual SQL Server inventory within established guidelines.



TASK 8 4.8.1. The contractor shall provide COTPER customer service support.

Respond to and resolve 90% of service requests within the time period specified pursuant to ITSO’s SLA Addendum with COTPER.

Monthly review of performance, the standard, and acceptance.


4.8.2. The contractor shall provide after hours support.

Respond to after-hours service requests within the time period specified pursuant to ITSO’s SLA Addendum with COTPER.



4.8.3. The contractor shall provide deployment and emergency response.

Respond to deployment and emergency service requests within the time period specified pursuant to




ITSO’s SLA Addendum with COTPER.

4.8.5. The contractor shall provide IT asset management and tracking.

Ensure that asset assignment and transfers are accomplished in accordance with HHS and XXX policy.



4.8.6. The contractor shall provide Infrastructure Emergency Preparedness (IEP) documentation and reporting.

Monthly updated real time ServiceCenter reporting delivered prior to 10th day of month.

90% on time reporting and accuracy.


4.8.7. The contractor shall provide infrastructure emergency response.

Provide emergency IT staffing to meet the infrastructure needs of XXX such as virus outbreak remediations, 24/7 IT support for pandemic outbreaks, etc.

50% of staff available to respond.


TASK 9 4.9. The contractor shall maintain the Global Activities Networks.

Maintains the Global Activities Networks in accordance with ITSO standards and SLA time frames.


Periodic or random inspection of quality and accuracy.

4.9.2. The contractor shall provide Global Logistics support.

Track and assign IT property assets within current XXX/ITSO policy.



TASK 10 4.10.1. The contractor shall maintain the ITSO Property Management assets.

The Contractor shall maintain the ITSO property assets in accordance with


Periodic or random inspection of quality and


HHS, XXX and ITSO Standards and Procedures.

accuracy.

4.10.6. The contractor shall perform the annual inventory of ITSO property.

Perform annual inventory and reconciliation of ITSO property in accordance with ITSO Standards and Procedures within XXX Materials Management Activity time frame.



TASK 11 4.11.1. The contractor shall provide infrastructure hardware/ software distribution.

Conduct the distribution of software patches and virus patterns in accordance with XXX standard and security policies as outlined in Section 6 of this document.


Periodic inspection to ensure adherence to infrastructure standards, security policies and rules of behavior.

4.11.2. The contractor shall maintain a Project Management Office and provide project management services.

Quarterly Reports on adherence to ITSO Project Management and Reporting Methodology in accordance with ITSO. Due on the 15th of each month following quarter end standards established by the Office of Policy and Planning.

On-time delivery of reports.


4.11.2. The contractor shall provide all required reports and presentations.

Coordinate data collection from various sources and produce reports and

No deviation from the standard. On-time delivery of reports.



presentations. Reports and Presentations are due based on established schedules and upon request of the Project Management Office Lead.

4.11.2 The contractor shall develop, and manage all documentation in accordance with the PMO policies, procedures and best practices.

Collect, write, edit, track, finalize and archive all information required for developing technical guides, policy, processes, procedures, and associated project deliverables in accordance with ITSO SSO/PMO processes.



TASK 12 4.12.1. The contractor shall prepare a Task Order Management Plan/Schedule.

Prepare and submit a master planning document describing in Easy-to-understand and logical sequence those actions to be accomplished, method of attainment, technical approach, deadlines/milestones, problem escalation and any anticipated obstacles or issues. The Plan shall be delivered




within thirty (30) calendar days following the contract award date.

4.12.1. The contractor shall conduct Task Order Management Plan updates and reviews.

The Task Order Management Plan shall be updated as changes are made and the effectiveness of the plan evaluated semi-annually from the date of the award.

Update received 95% on-time.

Periodic Government inspection.

4.12.2. The contractor shall provide and maintain a Quality Control Plan.

The Quality Control Plan shall address the minimal requirements listed in Section 4.12.2. and other pertinent information regarding quality issues associated with this Task Order. The Plan shall be delivered within thirty (30) business days following the contract award.



4.12.3. The contractor shall conduct an initial business and technical meeting.

Review the goals and objectives of this task order, and discuss technical requirements. The Meeting shall be conducted within fifteen (15) business days following the contract award. A PO shall be




delivered within five (5) business days following the close of the meeting.

6.1. The contractor’s performance and resulting deliverables shall adhere to all federal, HHS, and/or XXX IT Security Policies and Procedures.

Ensure that all Federal, HHS, XXX security and IT Security Policies and Procedures are followed.


Periodic Government inspection.

7.13.2. The contractor shall submit accurate, on time invoices.

Provides accurate invoices submitted no later than 60 days after performance.

95% on time reporting and accuracy.


7.14.1. – 7.14.2.

The contractor shall prepare and submit Monthly Status Reports (MSR) and Task Summary Reports (TSR).

Provide accurate reports which reflect the required information in the prescribed format and delivered on or before the due date. The reports are due within fifteen (15) business days following the close of the previous month.




6. SECURITY AND SAFETY

6.1. Security

IMPORTANT NOTE TO OFFERORS: The requirements in this section shall be addressed in a separate section of the Technical Proposal entitled, "INFORMATION SECURITY." This PWS requires the contractor to (1) Develop, (2) Have the ability to access, or (3) Host and/or maintain a Federal information system(s).

Pursuant to Federal and HHS Information Security Program Policies, the contractor and any subcontractor performing under this task order shall comply with the following requirements:

Contractor performance and resulting deliverables must adhere to all federal, HHS, and/or XXX IT security policies and procedures.

6.1.1. Information TypeMission Based Information: It is understood that the Contractor’s staff will be exposed to highly critical systems, however, the nature of the relationship will be limited, and there will be an ongoing process which will include review of security concerns during the work performed under the resultant Requirement. Therefore, the positions are judged to be of low risk and the NACI background check shall apply to all Contractor personnel. The requirement for the NACI background check requires no action during the procurement process. Appropriate security screening information/procedures shall be initiated by the Contractor to interview all on-site personnel. Should the Government determine, as a result of any Technology Refreshment, that new equipment and software shall be introduced, such as introduction or expansion of the newer digital communications technologies, the Contractor shall participate in an overall qualitative risk assessment aimed at identifying new or enhanced potential for unauthorized access to systems or services and methods to control or remove the potential risk as well as continually evaluate legacy systems for previously unidentified risks.

6.1.2. Security Categories and Levels

Confidentiality Level: [X ] Low [ ] Moderate [ ] HighIntegrity Level: [X ] Low [ ] Moderate [ ] HighAvailability Level: [ X] Low [ ] Moderate [ ] HighOverall Level: [X ] Low [ ] Moderate [ ] High

6.1.3. Position Sensitivity DesignationsThe following position sensitivity designations and associated clearance and investigation requirements apply under this task order.

List applicable Contractor Position Titles here if considered appropriate following the review of proposals and prior to the award.


Level 2: Non-Critical Sensitive (Requires Suitability Determination with a Secret) Contractor employees assigned to a Level 1 position shall access sensitive information for which unauthorized disclosure could endanger national security.

Level 1: Non Sensitive (Requires Suitability Determination with a NACI). Contractor employees assigned to a Level 1 position are subject to a National Agency Check and Inquiry Investigation (NACI).

The contractor shall submit a roster, by name, position and responsibility, of all staff (including subcontractor staff) working under the task order that will develop, have the ability to access, or host and/or maintain a Federal information system(s). The roster shall be submitted to the Project Officer, with a copy to the Contracting Officer, within 14 calendar days of the effective date of the task order. Any revisions to the roster as a result of staffing changes shall be submitted within 15 calendar days of the change. The Contracting Officer shall notify the contractor of the appropriate level of suitability investigations to be performed.

Upon receipt of the Government's notification of applicable Suitability Investigations required, the contractor shall complete and submit the required forms within 30 days of the notification. The following items will be completed by the Contractors staff member(s) requiring access to on-site facilities in the performance of the anticipated requirement to include the following forms at a minimum:

Two completed Forms FD-258, “FBI Fingerprint Charts” One completed Standard Form 85, “Questionnaire for Non-Sensitive Positions” One completed Optional Form 306, “Declaration for Federal Employment” One completed resume or curriculum vitae One copy of the state-wide criminal records check One copy of the motor vehicle violations check (when applicable)

The Contractor’s staff that has been authorized for unescorted access to a facility, either through the temporary clearance process or the formal NACI process, will display an identification badge as required and furnished by the XXX. The Contractor shall submit to the designated XXX official a completed Identification Badge Request Form (XXX Form 0.1137, Rev. 98) for each employee who has been authorized unescorted access to a facility.

If a Contractor staff member needs regular unescorted access to one of the Cardkey access-designated areas, a completed Cardkey Request Form (XXX Form 0.834, Rev. 3/94) shall be submitted to the designated XXX official for approval.

Contractor/subcontractor employees who have met investigative requirements within the past five years may only require an updated or upgraded investigation.

6.1.4. Information Security Training


HHS policy requires contractors/subcontractors receive security training commensurate with their responsibilities for performing work under the terms and conditions of their contractual agreements. The contractor shall ensure that each contractor/subcontractor employee has completed the security awareness and safety training requirements and any other role-based training prior to performing any task order work, and thereafter completing the XXX specific fiscal year refresher course(s) during the period of performance of the task order.

The contractor shall maintain a listing by name and title of each contractor/subcontractor employee working under this task order that has completed the required training. Any additional security training completed by contractor/subcontractor staff shall be included on this listing. The listing of completed training shall be included in the first technical progress report. Any revisions to this listing as a result of staffing changes shall be submitted with next required technical progress report.

6.1.5. Offeror's Official Responsible for Information SecurityThe offeror shall include in the "Information Security" part of it’s Technical Proposal the name and title of the official who will be responsible for all information security requirements should the offeror be selected for an award. For additional information and assistance for completion of this item, see Table 3, Federal Information Security Safeguard Requirements – Summary at:

http://irm.cit.nih.gov/security/table3.htm.

6.1.6. NIST SP 800-26 Self-Assessment QuestionnaireThe offeror must include in the “Information Security” part of its Technical Proposal, a completed Self-Assessment Questionnaire required by NIST Draft SP 800-26, Revision 1, Guide for Information Security Program Assessments and System Reporting Form. (http://csrc.nist.gov/publications/drafts/Draft-sp800-26Rev1.pdf See Appendix B for submission format). NIST 800-26 assesses information security assurance of the offeror’s internal systems security. This assessment is based on the Federal IT Security Assessment Framework and Draft NIST SP 800-53, Revision 1, Recommended Security Controls for Federal Information Systems. Reference:

http://csrc.nist.gov/publications/nistpubs/index.html]

Subcontracts: The offeror must include similar information for any proposed subcontractor that will perform under the SOW to (1) develop a Federal information system(s) at the offeror’s/subcontractor’s facility, or (2) host and/or maintain a Federal information system(s) at the offeror’s/subcontractor’s facility. For additional information and assistance for completion of this item, see Table 3, Federal Information Security Safeguard Requirements – Summary at:


6.1.7. Draft Information System Security Plan



http://csrc.nist.gov/publications/nistpubs/index.html

http://csrc.nist.gov/publications/drafts/Draft-sp800-26Rev1.pdf%20See%20Appendix%20B%20for%20submission%20format

http://csrc.nist.gov/publications/drafts/Draft-sp800-26Rev1.pdf%20See%20Appendix%20B%20for%20submission%20format

http://irm.cit.nih.gov/security/table3.htm

The offeror must include a draft Information System Security Plan (ISSP) using the current template in Appendix A of NIST SP 800-18, Guide to Developing Security Plans for Federal Information Systems. [Reference:

http://csrc.nist.gov/publications/nistpubs/800-18-Rev1/sp800-18-Rev1-final.pdf]

The details contained in the offeror’s draft ISSP must be commensurate with the size and complexity of the requirements of the SOW based on the System Categorization determined above in subparagraph (b) Security Categories and Levels.

Subcontracts: The offeror must include similar information for any proposed subcontractor that will perform under the SOW with the offeror whenever the submission of an ISSP is required.

Note to Offerer: The resultant contract will require the draft ISSP to be finalized in coordination with the Project Officer no later than 90 calendar days after contract award. Also, a contractor is required to update and resubmit its ISSP to HHS every three years following award or when a major modification has been made to its internal system.

6.1.8. References

(1) Federal Information Security Management Act of 2002 (FISMA), Title III, E-Government Act of 2002, Pub. L. No. 107-347 (Dec. 17, 2002):

http://csrc.nist.gov/policies/FISMA-final.pdf

(2) DHHS Personnel Security/Suitability Handbook:

http://www.hhs.gov/ohr/manual/pssh.pdf

(3) NIH Computer Security Awareness Training Course:

http://irtsectraining.nih.gov/

(4) NIST Special Publication 800-16, Information Technology Security Training Requirements:

http://csrc.nist.gov/publications/nistpubs/800-16/800-16.pdf

Appendix A-D:

http://csrc.nist.gov/publications/nistpubs/800-16/AppendixA-D.pdf

(5) NIST SP 800-18, Guide for Developing Security Plans for Information Technology Systems:


http://csrc.nist.gov/publications/nistpubs/800-16/AppendixA-D.pdf

http://csrc.nist.gov/publications/nistpubs/800-16/800-16.pdf

http://irtsectraining.nih.gov/

http://www.hhs.gov/ohr/manual/pssh.pdf

http://csrc.nist.gov/policies/FISMA-final.pdf

http://csrc.nist.gov/publications/nistpubs/800-18-Rev1/sp800-18-Rev1-final.pdf


(6) NIST SP 800-26, Revision 1, Computer Security:

http://csrc.nist.gov/publications/drafts/Draft-sp800-26Rev1.pdf

(7) NIST SP 800-53, Revision 1, Recommended Security Controls for Federal Information Systems:

http://www.csrc.nist.gov/publications/drafts/800-53-rev1-ipd-clean.pdf

(8) NIST SP 800-60, Guide for Mapping Types of Information and Information Systems to Security Categories, Volume I:

http://csrc.nist.gov/publications/nistpubs/800-60/SP800-60V1-final.pdf;

Volume II, Appendices to Guide for Mapping Types of Information and Information Systems to Security Categories, Appendix C at:

http://csrc.nist.gov/publications/nistpubs/800-60/SP800-60V2-final.pdf and Appendix D at:

http://csrc.nist.gov/publications/nistpubs/800-60/SP800-60V2-final.pdf.

(9) NIST SP 800-64, Security Considerations in the Information System Development Life Cycle:

http://csrc.nist.gov/publications/nistpubs/800-64/NIST-SP800-64.pdf

(10) FIPS PUB 199, Standards for Security Categorization of Federal Information and Information Systems:

http://csrc.nist.gov/publications/fips/fips199/FIPS-PUB-199-final.pdf

(11) FIPS PUB 200, Minimum Security Requirements for Federal Information and Information Systems:

http://csrc.nist.gov/publications/fips/fips200/FIPS-200-final-march.pdf

(12) Sanitization and disposal of information:

http://intranet.XXX.gov/ociso/pandp/Security_Policy.pdf

(13) Contractor Oversight Guide-Attachment E


http://intranet.cdc.gov/ociso/pandp/Security_Policy.pdf

http://csrc.nist.gov/publications/fips/fips200/FIPS-200-final-march.pdf

http://csrc.nist.gov/publications/fips/fips199/FIPS-PUB-199-final.pdf

http://csrc.nist.gov/publications/nistpubs/800-64/NIST-SP800-64.pdf

http://csrc.nist.gov/publications/nistpubs/800-60/SP800-60V2-final.pdf




http://www.csrc.nist.gov/publications/drafts/800-53-rev1-ipd-clean.pdf

http://csrc.nist.gov/publications/drafts/Draft-sp800-26Rev1.pdf



6.1.9. Rules of Behavior and ResponsibilitiesThe contractor shall wear the badge at all times when entering and in the XXX building. The badge must be shown or presented to the security personnel when entering XXX buildings.

When a contractor/subcontractor employee terminates work under this contract, all documentation shall be made available to the Project Officer and/or Contracting Officer upon request.

Return of Identification Badges/CardkeysThe Contractor shall arrange for the return of all employee identification badges and/or cardkeys to the Cardkey/ID Badge Office, located on the Roybal campus, immediately upon separation of duties at the on-site facility. Contact the Project Officer or the Project Administrative Office (ASPO) for location of the depositories for the return of badges. Cardkeys shall be returned to the appropriate Office.

Final payment shall be withheld in the amount of $500.00 for each badge or cardkey issued until all badges and cardkeys are returned to appropriate XXX Office. The Project Officer shall be responsible for monitoring this activity.

6.1.10. Commitment to Protect Non-Public Departmental Information Systems and Contractor Agreement

Contractor AgreementThe Contractor and its subcontractors performing under this SOW shall not release, publish, or disclose non-public Departmental information to unauthorized personnel, and shall protect such information in accordance with provisions of the following laws and any other pertinent laws and regulations governing the confidentiality of such information:

18 U.S.C. 641 (Criminal Code: Public Money, Property or Records) 18 U.S.C. 1905 (Criminal Code: Disclosure of Confidential Information) Public Law 96-511 (Paperwork Reduction Act) 30 U.S.C.

Contractor-Employee Non-Disclosure AgreementsEach contractor/subcontractor employee who may have access to non-public Department information under this task order shall complete the Commitment to Protect Non-Public Information - Contractor Agreement (http://nitaac.nih.gov/downloads/ciosp2/Contractor_Employee_Non-Disclosure.doc). A copy of each signed and witnessed Non-Disclosure agreement shall be submitted to the Project Officer prior to performing any work under the contract.

6.1.11. Security Processes


http://nitaac.nih.gov/downloads/ciosp2/Contractor_Employee_Non-Disclosure.doc

Contractor/subcontractor employees shall comply with the HHS criteria for the assigned position sensitivity designations prior to performing any work under this task order. The following exceptions apply:

Levels 5 and 1: Contractor/subcontractor employees may begin work under the task order after the contractor has submitted the name, position and responsibility of the employee to the Project Officer.

The Personnel Security Section (PSS) will immediately notify the Contracting Officer if the fingerprint results come back inconclusive. The Contracting Officer will communicate the results to the Project Officer and the Contractor. The Contractor may require the employee to be re-fingerprinted or may substitute another employee to be fingerprinted (if not already fingerprinted). The process will continue until favorable results are received.

The PSS shall provide the names of contractor personnel who do not favorably pass the NACI to the Contracting Officer and Project Officer. Upon receipt of such a list, the Contracting Officer shall notify the Contractor and require the Contractor to immediately remove any contract employee on the list from the on-site facility who failed to receive a favorable suitability determination. Such a demand will be made because that employee’s continued employment is deemed contrary to the public interest, inconsistent with the best interests of security, or may be identified as a potential threat to the health, safety, security, general well being, or operational mission of the on-site facility and its population. The Contracting Officer may also require the Contractor to immediately remove any contract employee from the on-site facility should it be determined that the individual who is being assigned to duty has been disqualified for suitability reasons, or who is found to be unfit for performing duties during their tour(s) of duty. Contract employees who require removal from the on-site facility shall leave the work site immediately.

After normal business hours, or in situations where a delay would not be in the best interest of the Government, or a potential threat to the health, safety, security, general well being, or operational mission of the facility and its population, the Project Officer will have the authority to direct immediate removal of the contractor employee from the on-site facility.

The Contracting Officer shall subsequently provide the official, written notification to the Contractor documenting the reason for removal of the contractor employee from the XXX facility. When removal is directed due to an unfavorable NACI report constituting a non-suitability determination, no further information will be provided. If removal is directed for other reasons relating to specific conduct of the employee during performance of the work, the Contracting Officer’s official, written notification will provide information as to these reasons.

6.1.12. XXX Laboratory Environments: Some work requires access to laboratory environments that may require that personnel


have immunizations and/or tests (e.g., baseline serum, Hepatitis B and Rabies vaccination, TB skin test) before entering those areas. The Government will be responsible for notifying the Contractor in advance which immunizations or tests are required for access to any given laboratory area. XXX will provide immunizations to contractors required to enter areas where there is a risk of exposure to infectious agents unique to the XXX environment. Medical surveillance may be required for entry into some XXX work spaces. In addition, Contractor staff that come into contact with the laboratory environment are required to attend Part 1 of a laboratory orientation course, approximately one hour in length, which covers general safety issues. XXX provides this course at no cost to the Contractor.

7 TASK ORDER TERMS AND CONDITIONS

7.1. Task - Place of Performance

The majority of work will be accomplished in Atlanta, GA in the Government facilities listed below. Some work will be accomplished in contractor provided facilities in the greater Atlanta area, non Atlanta locations as listed below and other locations listed in tasks 4.3, 4.4. and 4.5.

Atlanta Locations:

Clifton-Roybal Campus Chamblee Century Center Corporate Square Executive Park Koger Center

Non-Atlanta Locations:

Cincinnati, OH Denver, CO Fort Collins, CO Hyattsville, MD Research Triangle Park, NC Washington, DC Anchorage, AK San Juan, Puerto Rico Spokane, WA

7.2. Hours of Operation

The standard ITSO SLA hours of operation are 7:00AM – 5:00 PM, however each of the tasks in section 4 of this PWS have specific hours that need to be covered.


7.3. Travel

XXX may from time to time require the contractor to travel to other XXX CONUS and OCONUS locations. The contractor shall be able to obtain a U.S. Passport and meet the XXX immunization requirements as necessary

7.3.1. Travel BudgetThe budget for the Contractor travel under this task order is:

Base period $200,000.00 Option period 1 $220,000.00 Option period 2 $230,000.00 Option period 3 $240,000.00 Option period 4 $250,000.00

7.3.2. Travel ReimbursementTravel is to be reimbursed only in accordance with the Federal Travel Regulations and Department of State Standardized Regulations (DSSR). All travel must be authorized by the PO and be in compliance with the task order and all other applicable requirements. The contractor shall ensure that the requested travel costs will not exceed the amount authorized in this task order. No G&A or other percentage markup will be allowed on travel unless specifically negotiated or approved since applicable G&A.

7.4. Government Furnished Equipment (GFE)/ Government Furnished Information (GFI)

The Government reserves the right to supply the Contractor, as Government-furnished property, office facilities/space, office supplies, equipment, and materials determined by the Contracting Officer and the PO to be necessary and in the best interest of the Government in the performance of this task order. Title to all property furnished by the Government shall vest in the Government. The Government retains the right to add withdraw or replace facilities and equipment. A joint inventory shall be accomplished of all government furnished property and equipment.

The contractor shall be assigned a XXX custodial account for Government furnished equipment. The contractor shall appoint a custodian and alternate custodian to maintain the GFE in the Sunflower property system. Examples of GFE:

HP and RightAnswers Servers Appendix (A) Hardware Repair Inventory

7.5. Contractor Furnished Equipment

As stated in the following PWS sections, the contractor shall provide CFE to support the following requirements:


4.1 – Secure facility for the Service Desk

4.13.1 – Optional Task -Secured Training Facility.

4.2.5 – Vehicle to transport IT equipment from the Atlanta Depot to the Atlanta Campuses. Atlanta Depot Cargo Van shall be a 16’ Parcel Van with a Lift Gate capable of lifting 2000 lbs, approximate yearly mileage is 3000.

7.6. Support Items

Support Items are categories of charges utilized by the contractor in the performance of the contract service. Support Items are ancillary in nature and integrally related to the contractor’s ability to perform the service being acquired, i.e., they must be necessary for the completion of the task. Acquisition of Support Items can not be the primary purpose of a task order. The contract support items (CSIs) must satisfy the criteria expressed within the scope of the contract/task order. Support Items must not duplicate cost covered in other areas of the contract.

7.6.1. Contract Support Items (CSIs)CSIs are support items already awarded and priced in the CSI SIN of the GWAC Contract. The prices for CSIs have already been determined fair and reasonable by the GWAC CO. Acquisition of CSIs can neither be the primary purpose of a task order nor ordered separate and apart from a service task. All CSI must be itemized in the offeror’s quote.

7.6.2. Open Market ItemsMarket Items are any item of labor category offered by the Contractor that is not awarded and priced under their Contract or a Teaming Partner’s Contract. These items must be competed in accordance with FAR requirements if their cumulative total over the life of the contract exceeds or is expected to exceed $3,000.00. The contractor shall provide a breakdown of any Open Market Items and their cost(s) in their Price Quote. Requests for Open Market Items must first be reviewed and approved by the Contracting Officer. Open Market Items must be necessary and integral with the overall service being performed in the task order. All Open Market Items must be itemized in the offeror’s quote. The Contractor is strongly encouraged to have necessary Open Market Items added under their Contract.

7.7. Inspection and Acceptance Criteria

Final inspection and acceptance of all work performed, reports, and other deliverables will be performed by the PO. Inspection and acceptance will occur in accordance with Federal Acquisition Regulation (FAR) 52.212-4(a). In the absence of other agreements negotiated with respect to time provided for government review, deliverables will be inspected and the contractor notified of the PO’s findings within five (5) work days of normally scheduled review. If the deliverables are not acceptable, the PO will notify the contractor immediately.


Unsatisfactory work

Performance by the contractor to correct defects found by the Government as a result of quality assurance surveillance and by the contractor as a result of quality control, shall be at its’ own expense and without additional reimbursement by the government. Unless otherwise negotiated, the contractor shall correct or replace all non-conforming services or deliverables not later than five (5) workdays after notification of non-conformance.

7.7.1. Quality Assurance Surveillance Plan (QASP) for Monitoring the Entire TaskThe Government will evaluate the contractor’s performance of this task order. For those tasks listed in the Performance Matrix, the PO or other designated evaluator will follow the method of surveillance specified in this task order. Government personnel will record all surveillance observations. When an observation indicates defective performance, the PO or other designated evaluator will require the contractor manager or representative at the site to initial the observation. The initialing of the observation does not necessarily constitute concurrence with the observation. It acknowledges that the contractor has been made aware of the non-compliance. Government surveillance of tasks not listed in the Performance Matrix or by methods other than those listed in the Performance Matrix (such as provided in the Inspection clause) may occur during the performance period of this task order. Such surveillance will be done according to standard inspection procedures or other task order provisions. Any action taken by the CO as a result of surveillance will be according to the terms of the task order.

7.7.2. Quality Assurance Compliance ReportThe contractor shall provide a Quality Assurance Compliance report that summarizes compliance of a function being measured against XXX defined standards. These standards will vary depending on the project being measured. This will include compliance based upon a set of standards which are built into a test plan, recorded, analyzed and summarized to determine variations from standards.

7.8. Privacy Act

Work on this project may require that personnel have access to Privacy Information. Personnel shall adhere to the Privacy act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations.

7.9. Personal Service

This task order is not being used to procure personal services prohibited by the Federal Acquisition Regulation (FAR) Part 37.104 titled “Personal Services Contract.”

7.10. Section 508


The contractor shall support the Government in its compliance with Section 508 throughout the development and implementation of the work to be performed. Items need to meet Section 508 standards for web based development 36CFR1194.22, 36CFR1194.31, and 36CFR1194.41. Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d) requires that when Federal agencies develop, procure, maintain, or use electronic information technology, Federal employees with disabilities have access to and use of information and data that is comparable to the access and use by Federal employees who do not have disabilities, unless an undue burden would be imposed on the agency. Section 508 also requires that individuals with disabilities, who are members of the public seeking information or services from a Federal agency, have access to and use of information and data that is comparable to that provided to the public who are not individuals with disabilities, unless an undue burden would be imposed on the agency.

The contractor should review the following Web sites for additional Section 508 information:

http://www.section508.gov/index.cfm?FuseAction=Content&ID=12

http://www.access-board.gov/508.htm

http://www.w3.org/WAI/Resources

7.11. Key Personnel

The contractor shall identify key personnel in their quote. Any substitution of key personnel must be of equally qualified individuals as those identified in the contractor’s quote.

7.12. Certifications and Technical Skills Desired

The contractor shall have certifications, training and technical experience in the following areas:

Microsoft Certified Systems Administrator (MCSA) Microsoft Certified System Engineer (MCSE) Microsoft Certified Database Administrator (MCDBA) Microsoft Certified Desktop Support Technician (MCDST) Microsoft Certified Professional (MCP) A+ Certification Help Desk Institute Soft Skills Certification Infocomm AV-Design and Installation Certification Tandberg Videoconference Technical Certification Microsoft SMS Engineer Certification Project Management Professional (PMP) Certification

Training

HP ServiceCenter Training


http://www.w3.org/WAI/Resources

http://www.access-board.gov/508.htm

http://www.section508.gov/index.cfm?FuseAction=Content&ID=12

RIM Blackberry Training (Handheld device and server) Training Installing and Configuring the Windows Vista Operating System Training

Experience

Non-Windows Patch Mgmt software, Server Password Mgmt software, Idera Foundation License, Visual Studio Team edition for Database Professions, Routers, Switches, Firewall (Pix or FWSM), Load Balancers, Proxy Servers, Probe Machines, Network Laptop Sniffer, and Sniffer Packet Log Database.

Statistical analysis tools, Microsoft SQL queries, and Crystal Reports. Microsoft Word, Excel, and Power Point; Able to manipulate complex Microsoft

Excel workbooks to analyze data.

7.13. Invoices - Payment by Electronic Funds Transfer (May 1999)

7.13.1. Invoicing

(1) The Government shall use electronic funds transfer to the maximum extent possible when making payments under this contract. FAR 52.232-34, Payment by Electronic Funds Transfer–Other than Central Contractor Registration, incorporated by reference the Contractor shall designate in writing a financial institution for receipt of electronic funds transfer payments.

(2) The Contractor shall make the designation by submitting the form titled “ACH Vendor/Miscellaneous Payment Enrollment Form” to the address indicated below. Note: The form may be obtained by contacting the XXX Financial Management Office at (404) 687-6666.

(3) In cases where the Contractor has previously provided such designation, i.e., pursuant to a prior contract/order, and been enrolled in the program, the form is not required.

(4) The completed form shall be mailed after award, but no later than 14 calendar days before an invoice is submitted, to the following address:

XXXxxxxxxxxxxxxxxxxxxAttention: Financial Management OfficePost Office Box 15580Atlanta, Georgia 30333

7.13.2. Voucher/Invoice Submission

(1) Contractor voucher requests for reimbursement shall conform to the form, format, and content requirements of the Billing Instructions for Negotiated Cost Type Contracts.

(2) The Contractor shall submit an original and one (1) copy of contract invoices to the address shown below:

XXXXXXXXXXXXXXXXXXXXXXXXXX


Procurement and Grants Office (PGO)Acquisition and Assistance, Branch IIATTN: 2920 Brandywine RoadAtlanta, GA 30341-5539

(3) The Contractor shall submit one copy of the contract invoices to the address shown below:

XXXxxxxxxxxxxxxxxxxxxFMOPO Box 15580Atlanta, GA 30333

(4) The Contractor is required to submit a copy of each invoice directly to the Project Officer concurrently with submission to the Contracting Officer. The invoice needs to divided in to hours and cost for each of the tasks in section 4 of the PWS. When concurrent submission to the Project Officer is required, the date of receipt of an invoice by the Contracting Officer shall control for purposes of determining whether interest is required under the Prompt Payment Act.

(5) The Contractor agrees to include (as a minimum) the following information on each invoice:

a. Contractor’s Name & Addressb. Contractor’s Tax Identification Number (TIN)c. Contract Numberd. Invoice Numbere. Invoice Datef. Task Numberg. Contract Line Item Number /labor categoryh. Quantityi. Unit Price & Extended Amount for each line itemj. Total Amount of Invoicek. Name, title and telephone number of person to be notified in the event of a

defective invoicel. Payment Addressm. Contractor’s DUNS number

(6) The contractor will be entitled to bill the monthly amount(s) for the services performed. The Government reserves the right to withhold payments if the contractor is not meeting all requirements or if performance is unsatisfactory.

(7) The contractor shall promptly submit invoices not later than 60 days following performance of service. This includes invoices for subcontractor work.


REMINDER: The original and each copy should be easily identifiable. Vouchers should be collated. Failure to submit vouchers in the proper format will delay your payment.

7.14. Monthly ReportsEach report shall be due on the fifteenth (15th) workday following the close of the calendar month.

7.14.1. Monthly Status Report (MSR)The MSR shall contain the following information:

Brief description of requirements. Brief summary of accomplishments during the reporting period and significant

events regarding the task order. Deliverables submitted or progress on deliverable products. Any current or anticipated problems. Brief summary of activity planned for the next reporting period. Travel expenses incurred.

NOTE: Travel charges must include the traveler’s name, dates of travel, destination, purpose of travel and cost for each trip.

7.14.2. Task Summary Report (TSR)The TSR shall include labor charges for actual hours worked and Support Items, which are authorized in the task (e.g., travel training, etc.). Charges shall not exceed the authorized cost limits established for labor and support items. The government will not pay any unauthorized charges. Original receipts, travel vouchers, etc. completed in accordance with Government Travel Regulations shall be maintained by the contractor to support charges other than labor hours and made available to Government auditors upon request. The TSR shall include the following:

Labor hours for each skill level (SL) category (specify the contractor employee name and SL).

Total labor charges for each skill category. Support items. (Support items must be individually itemized and specified by

each individual category). (i.e. travel and per diem, training, security check fees, commodities, etc).

Total support item charges (G&A included - if allowed). Total monthly charges.

Note: Travel charges must include the traveler’s name, dates of travel, destination, purpose of travel and cost for each trip.

7.15. Historical Workload


Contractor shall offer only those personnel possessing education and experience requirements which reflect an ability to perform all responsibilities for the specified task.

The following table identifies historical workload based on 1920 hours per year of labor hours. This information is not intended to limit a potential offeror’s ability to submit alternative, innovative or creative methods of task performance:

H i s t o r i c a l W o r k l o a d

Section Task Hours Per Year

Overtime Hours Per Year

Project Growth Option year 1

Project Growth Option year 2

4.1. Service Desk

53,760

4.2. Hardware Repair

17,280

4.3. CSC 170,8804.4. MMT 30,720 15004.5. RFFS 15,360 1004.6. NTB 42,240 250 10%4.7. OPB 51,8404.8. CCID 9,6004.9. IEP 25,360 400 5%4.10. Global 7,680 6004.11. Logistics 7,680 204.12. SSO 23,0404.13. Task

MGMT15,360

8. TRANSITION

During the start up period, the contractor management shall work closely with assigned government personnel to review facilities, policies and procedures and to develop an implementation plan to provide services outlined in the PWS to XXX. The implementation will be conducted based on existing service end dates below.

8.1. Transition PlanAs a part of the contractor’s proposal, a draft Transition Plan shall be submitted for initial evaluation. After this plan has been finalized it shall be incorporated into the Program


Management Plan within 30 days after contract award. This transition plan, shall, at a minimum, address the topics discussed including:

8.1.1. Staffing PlanOutline and discuss the plan for staffing the transition periods, to include brief narrative of each key participant and cross-reference the Roles and Responsibilities. Also, discuss the detailed plan for incrementally increasing the staff over the transition period.

8.1.2. Knowledge Transfer and Internal TrainingOutline and discuss the plan for transferring knowledge for the incumbent staff to the new contractor staff.

8.1.3. Performance measurement and Critical Success FactorsOutline and discuss the performance metrics and key success factors that will be used to measure performance, knowledge, transfer, training staffing progress and reporting to PO.

8.1.4. Risk Management AssessmentIdentify and discuss and programmatic risk related to the transition. For each risk, describe the mitigation strategy, how it will be accomplished and how it will be reported.

8.2. Transition Upon Contract Conclusion- Transition Contract conclusion is defined as the tasks required transferring management and sustainment support from the contractor to the Government and/or another contractor at the end of the contract. During the service support period, the contractor shall perform all service support functions.


APPENDIX A

XXX Spare Parts/Hardware Inventory


APPENDIX B

Government Directives

OMP Circular A-130 (Appendix III_)

DHHS AISSP Handbook

HHA Personal Security/Suitability Handbook


APPENDIX C

Service Level Agreement

ITSO SLA Addendums


APPENDIX D

SLA Quarterly Report


APPENDIX E

HPO Annual Report


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