SNOTE | D | SOURCES SOUGHT NOTICE | 16-Feb-12

FBO DAILY ISSUE OF FEBRUARY 16, 2012 FBO #3736
SPECIAL NOTICE

D -- SOURCES SOUGHT NOTICE

Notice Date: 2/14/2012
Notice Type: Special Notice
NAICS: 541519 — Other Computer Related Services
Contracting Office: ACC - Rock Island (ACC-RI), ATTN: AMSAS-AC, Rock Island, IL 61299-6500
ZIP Code: 61299-6500
Solicitation Number: W52P1JVBH1202
Archive Date: 2/13/2013
Point of Contact: Val Hansen, 309-782-3720
E-Mail Address: ACC - Rock Island (ACC-RI)
(val.b.hansen.civ@mail.mil)
Small Business Set-Aside: N/A
Description: SOURCES SOUGHT NOTICE IT Support Services at Rock Island Arsenal, IL This is a sources sought notice only. This is not a solicitation announcement. No contract will be awarded from this announcement, and no reimbursement will be made for any costs associated with providing information in response to this announcement. This is a sources sought notice/market research, for written information only, to identify 8a contractors who possess the capabilities to provide services as specified below. In preparation for a future procurement, the Army Contracting Command - Rock Island is performing this market research to aid in the development of its acquisition approach. Attached are DRAFT Statements of Objectives for an example of the type of services to be performed. The North American Industry Classification System (NAICS) code for this procurement is 541519. THIS IS NOT A REQUEST FOR COST PROPOSAL. Interested parties may submit a brief capability statement, no more than five (5) pages, demonstrating how they are capable of performing the tasks in this requirement. Standard corporate brochures are not desired. The capability statement should include the following: (1) Name of vendor; (2) Contact information (address, telephone, facsimile, e-mail, website address); (3) DUNS number, business size and classification, and Cage Code; (4) Technical description of ability to meet the requirement. Businesses must be registered on Central Contractor Registration (CCR) under the NAICS code 541519 in order to receive a contract with the Federal Government. No contract will be awarded on the basis of responses received. THIS REQUIREMENT IS INTENDED TO BE SET-ASIDE FOR SMALL BUSINESSES 8a CONTRACTORS. Businesses may submit an electronic copy to Mr. Val B. Hansen, e-mail val.b.hansen.civ@mail.mil; Or hard copy via U. S. Mail to: Army Contracting Command - Rock Island CCRC-IGC ATTN: Mr. Val B. Hansen 1 Rock Island Arsenal Rock Island, IL 61299 Or hand carry/courier/overnight carrier to: Army Contracting Command - Rock Island CCRC-IGC ATTN: Mr. Val B. Hansen Bldg 60 3rd Floor NW Rock Island Arsenal Rock Island, IL 61299. Responses are required no later than February 29, 2012. Telephone inquiries will not be accepted or acknowledged, and no feedback or evaluations will be provided to companies regarding their submissions. Statement of Objectives Network Enterprise Center -Rock Island Arsenal (NEC-RIA) C4IM Services 1. Purpose: Provide Command, Control, Communications, Computer, and Information Management (C4IM) services to organizations and users serviced by Network Enterprise Center-Rock Island Arsenal (NEC-RIA). 2. Scope: NEC-RIA provides C4IM support to approximately 7,000 users in approximately 15 organizations. Services include both C4IM Baseline services and Mission Funded services. Services are directly in support of users and to maintain, improve, and upgrade NEC-RIA infrastructure, systems, and processes. Services are primarily in the following C4IM categories: a. Service 15.0 - Communications and Systems Support b. Service 18.0 - Information Assurance c. Service 19.0 - Automation 3. Period and place of performance: Base Year (1 Dec 2012 - 30 Nov 2013) plus two Option Years. Virtually all work will be carried out on US Army Garrison-Rock Island Arsenal (USAG RIA), Rock Island, IL on which NEC-RIA is located. A minor amount of work will be required off USAG RIA. Examples include C4IM support for off-site events sponsored by NEC RIA supported organizations; TDY to two small NEC-RIA supported Installations, Iowa Army Ammunition Plant (IAAAP), Middletown, IA, and Lake City Army Ammunition Plant (LCAAP), Independence, MO; and participation in off-site meetings and conferences. 4. Background: a. Single Network Enterprise Center (NEC): The Army has made a concerted effort to align C4IM responsibilities in a standard way throughout the Army. AR 25-1 mandates that each US Army Installation have a single NEC responsible for delivering C4IM common-user Baseline services to all users. This solicitation complies with the single NEC mandate by combining all Baseline (and some Above Baseline/Mission funded) C4IM services under one contract. b. Command, Control, Communications, Computer, and Information Management (C4IM): C4IM was created to standardize service delivery within the Army. This solicitation is based on the C4IM Services List (NEC-TE 1), and the LandWarNet Services Catalog (NEC-TE 2) which may be updated annually. Under C4IM, the NEC is responsible for providing baseline services, including common user desktop support, Electronic Mail (E-Mail), Infrastructure server support, voice/data communication systems, and other services identified in NEC-TE 1 to all users on an Installation. Mission organizations may acquire additional Above Baseline or Mission Funded services from the NEC. This solicitation includes both Baseline and Above Baseline/Mission Funded services as defined in this Statement of Objectives (SOO) and associated documents. c. Standardized Computer/Network Configurations and Enterprise Systems: The Army is increasingly centralizing and standardizing its computer and network configurations. Personal computer's (PC's) and servers must be configured with the Army Golden Master (AGM) configuration; PC's, servers, Local Area Network (LAN) switches, and other devices must be configured IAW the Defense Information Systems Agency (DISA) Security Technical Implementation Guidelines (STIGs); and systems patching must be performed IAW with guidance and deadlines provided by the responsible Army and Department of Defense (DoD) enterprise authorities. The Army is also moving to enterprise systems where the hardware and/or system administrators are remotely located from RIA. Examples include enterprise E-Mail, Firewalls, Host Based Security Systems (HBSS), Active Directory (AD), and System Center Configuration Manager (SCCM). Enterprise systems may have some physical devices located at RIA (HBSS, Firewalls, AD, SCCM), may require the NEC to administer portions of the system (SCCM), and almost always require the NEC to perform some operational functions and coordination with system administrators at higher headquarters. Currently, the unclassified network (NIPRNET) has more enterprise components (e.g. E-Mail, Firewalls, CAC authentication) than the classified network (SIPRNET). Both NIPRNET and SIPRNET will continue to move toward more enterprise components. 5. Performance Objectives: a. Services Required: This contract covers Baseline and Above Baseline/Mission C4IM services to NEC-RIA supported users. C4IM requires that internal to the Army, the NEC budget for Baseline services and the Mission organizations budget for Above Baseline/Mission services. Mission organizations may select which Above Baseline/Mission services they require and the level to which they are required. To accommodate this internal Army breakout of responsibilities and funding, the services required are separated into the seven categories identified below: (1) Services Included in this Statement of Objectives: (a) Baseline and Direct NEC Services (b) Consolidated Mission (c) Mission Pay per Incident (2) Organization Specific - separate Statement of Objectives for each organization: (a) HQ, Army Sustainment Command (ASC) (b) US Army Garrison-Rock Island Arsenal (USAG-RIA) (c) HQ, Joint Munitions Command (JMC) (d) HQ, First Army b. Integration among Sections: Mission organizations will have assigned Contracting Officer's Technical Representatives (COTR's), and some tasks in the Mission specific sections may be unique to that organization. Mission specific SOO's might also require personnel performing certain tasks must be co-located with supported users. Except where specified, individual contractor personnel may support tasks across the various contract sections. The contract is intended to provide integrated C4IM services. c. Services Included in Each Contract Section: (1) Command, Control, Communications, Computer, and Information Management (C4IM) Service Assignments to Specific Contract Sections: For the services included directly in this SOO, NEC-TE 3 assigns each C4IM service to a specific contract section - Baseline and Direct NEC, Consolidated Mission, or Mission Pay per Incident. The Baseline and Direct NEC, and the Consolidated Mission sections will each be fixed price. Mission Pay per Incident services is to be charged by the contractor to the Mission organization requiring the service. Government approval and charging procedures for Mission Pay per Incident services are defined in paragraph 6f. (2) Services for which by Network Enterprise Center-Rock Island Arsenal (NEC-RIA) is the Direct Customer: All services for which NEC-RIA is the direct customer are to be included in the Baseline and Direct NEC section. This includes not only Infrastructure services, but also services that would be Pay per Incident if the NEC were a Mission organization. This includes LAN and phone moves/adds/changes above 10% of the NEC population, hands-on Blackberry support, or any other service that would be Pay per Incident for a Mission organization. d. Workload Overview (1) Users and Devices: Table 1 identifies counts for key workload indicators. These counts can be expected to vary over time by plus or minus 20%. Table 1 Supported User and Device Estimates Onsite Unclassified/ NIPRNETOnsite Classified/ SIPRNETOffsite Unclassified/ NIPRNET see note (a)Offsite Classified/ SIPRNET Users - Total6,9901,247706 Users - VIP150100 E-Mail Accounts - on remote Enterprise system8,200 Blackberries (on remote Enterprise system) 818 E-Mail Accounts - on local system - see note (b)9876 LAN Switches and Routers26543172 LAN Connected Devices - Total11,000714786 Servers, Physical - single non-virtual OS156193 Servers, Virtual - see note (c)35/634/8 Workstations7,173635604 Printers1,40040152 Multifunction Devices (MFD) - see note (d)330 Wireless Access Points226 Wireless Intrusion Detection Devices112 Other Network Devices (BCU's, Clocks, etc.)200 Standalone Workstations - see note (e)1506 Crypto Devices522 Tickets Monthly6,000600 Notes to Table 1: (a) Offsite Enclaves: Offsite networked devices are at Iowa Army Ammunition Plant (IAAAP), Middleton, IA, and Lake City Army Ammunition (LCAAP), Independence, MO. These plants are Government Owned/Contractor Operated (GOCO). The contractors utilize their own network. Approximately 30 Government personnel at each site are supported by NEC-RIA as remote trusted enclaves of the NEC-RIA Intranet. (b) Secret Internet Protocol Router Network (SIPRNET) Electronic-Mail (E-Mail): SIPRNET E-Mail is planned to transition to a remote enterprise system before or shortly after contract start. Potential enterprise system schedule slippages could result in the local E Mail server and accounts being required longer than currently projected. (c) Virtual Server Counts (X/Y): "X" is the number of physical servers running VMware ESX; "Y" is the number of virtual server instances running across those physical servers. (d) Multi-Function Devices (MFD's): Approximately 250 MFD's used primarily for copying documents and scanning documents to an E-Mail are leased from Ricoh; Ricoh provides hardware (HW)/software (SW) maintenance; the NEC C4IM Services contractor and Ricoh must work together to provide and maintain network connectivity and Computer Access Card (CAC) authentication for the devices; the NEC C4IM contractor will be first line of support for issues related to network connectivity and CAC authentication. (e) Offsite Standalone Workstations: Offsite standalone PC's are at Indiana AAP, Ravenna AAP, and Jefferson Proving Grounds which are closed sites in caretaker status. NEC-RIA installs the AGM image and software for PC's at these locations. (2) Infrastructure Projects: Table 2 identifies key ongoing and planned projects. New projects may arise at any time. Offerors should expect a turnover of projects both during the period between SOO preparation and the beginning of the contract performance period, and throughout the life of the contract. Table 2 Key Ongoing or Planned Projects Functional AreaProject Configuration ManagementITSM Remedy Asset and Change Management Module Implementation DesktopWindows 7 Implementation Desktop/ServerWindows Print Server Evaluation Desktop/ServerThin Client NIPRNETMove remaining PC's, servers, printers from Legacy to APC network VLAN's; Eliminate Legacy VLANs/VRF's/IP Space NIPRNETIPV6 Implementation NIPRNETActive Directory Consolidation NIPRNETUpgrade Circuit from OC3 to OC12; Implement DISA Service Delivery Nodes NIPRNETNAC-INAC Implementation ServerBlade Servers and VMWare Virtual Servers - Expand Implementation ServerEliminate Legacy UNIX Servers ServerArmy Data Center Consolidation Plan (ADCCP) SIPRNETPKI Token Implementation SIPRNETEnterprise E-Mail Migration SIPRNETHBSS Implementation (phase 2) SIPRNET2nd TLA Implementation (second firewall, edge router, circuit, etc. to provide redundant data path off the Installation) SIPRNETVoSIP (LAN connectivity for phones; does not include administering call manager) StorageSAN Upgrade TelephoneConvert ISDN video circuits to NETWORX system; document and reconfigure trunk groups to optimize circuit utilization/availability TelephoneUpgrade Avaya S8710 Telephone Switch TelephoneVOIP Prototyping TelephoneVideo Bridge Upgrade (3) Technical Planning, Information Management, Interacting with Users and other Organizations: The contractor must perform technical planning and information management, and interface regularly with NEC Government personnel, higher headquarters technical personnel, other contractors, and customers involved in providing service to supported users. (a) Datacalls and Taskers: NEC RIA regularly receives requests for specific information about NEC RIA's systems and Infrastructure from higher headquarters. For example, "How many systems are running a particular software package or operating system?" For some requests the information requested may be extensive and not easily available. The contractor must collect and provide the required information by the suspense date assigned. (b) Infrastructure Project Analysis/Preparation: The contractor must prepare Life Cycle Replacement and other acquisition packages in accordance with guidance the NEC receives from higher headquarters. (c) Meetings and Customer Interactions: The contractor must make appropriate, knowledgeable personnel available as required for project planning, status meetings and normal day-to-day customer interactions. e. Key Specific Performance Objectives: Offerors should address each of the objectives below in their contractor Performance Work Statement (PWS). (1) Performance Standards Compliance: For services defined directly in this SOO (Baseline and NEC, Consolidated Mission, and Mission Pay per Incident), meet the C4IM standards defined in NEC-TE 1 and NEC-TE 2. Meet all organization specific requirements as defined in the specific organization SOO's and associated documents. (2) Network Enterprise Center (NEC) Infrastructure and Systems Improvements: Improve NEC infrastructure via life cycle replacements, new technologies, improved systems/processes, and improved change/configuration management. (3) Network and System Security: Maintain a high level of network and systems security. Maintain compliance with the DoD Information Assurance Certification and Accreditation Process (DIACAP ) including maintaining up-to-date documentation for all areas. Maintain compliance with all applicable Information Assurance Vulnerability Alerts (IAVA's), (DISA) Security Technical Implementation Guidelines (STIG's), and other IA guidance. (4) Project Management: Projects required under this contract may be of varying types such as large LAN/phone cabling projects, large life cycle replacements or software upgrades, and new technology implementations. Paragraph 6b(2) below requires two Project Managers be provided. Offerors should fully address how they will manage projects to assure projects are effectively executed, schedules are met, and project status information is readily available. (5) Life Cycle Management (LCM): A key LCM objective is to replace systems and equipment before they become failure prone or productivity impediments. Offerors should address how their LCM plan will address the various LCM challenges such as indentifying all items requiring LCM, economic analysis, funding, compliance with Army standards and approved products lists, and meeting Information Assurance (IA)/Configuration Control Board (CCB)/Certification of Networthiness (CoN) requirements. (6) Executing Taskers and Datacalls: As described in paragraph 5d(3) above, NEC-RIA receives taskers, datacalls, and other requests for information from Headquarters, customer organizations, and other organizations with whom the NEC interacts. Many of these require input, sometimes significant, from the NEC-RIA C4IM services contractor. Providing quality, timely responses is important. (7) Service Order/Trouble Ticket System Operation: The Government will provide the service order/trouble ticket system identified in paragraph 6c(2). Making full use of this system to manage service delivery and provide reports/metrics is an important objective. (8) System Software and Hardware Maintenance, Upgrades, and Installs: Keeping hardware and software maintenance contracts and software versions up to date is important. Proper change management including meeting CCB and Networthiness requirements, testing, packaging, and installing software with minimal disruption to users is an important objective. f. Reporting Requirements (1) Metrics and Performance Measurement Reports : (a) Army Information Technology Metrics Program: The contractor shall conduct quarterly review of the data and provide this to the Government. The contractor shall collect and report data for all services that fall within the scope of this contract IAW the current Army standard metrics program. (b) Command, Control, Communications, Computer, and Information Management (C4IM) Performance Measures Program: For each C4IM performance measure for which actual performance is lower than the performance standard identified in C4IM or the performance standard in this contract where available, the contractor shall provide to the COR and follow through with a Plan of Actions and Milestones (POA&M) for the corrective action that is approved by the government. (2) Telephone Usage and Billing Reports: (a) Telephone Billing Data: The contractor shall process telephone switch data and prepare telephone bills for long distance telephone calls and local telephone calls for RIA and each organization supported by the RIA voice network. Telephone bills shall include information identifying organization, total usage, and total cost for each month. The contractor shall provide this billing data to Government by the third workday of each month. Billing data shall be furnished using the media (electronic or hard copy) required by the Government. (b) Telephone Usage Reports: The contractor shall provide telephone usage reports for specific phone extensions when requested by Force Protection. The contractor shall ensure all requests for telephone usage reports are entered into the service order/ticket system, to include extension reports. The contractor shall provide telephone usage reports for specific time periods and extension within 5 workdays of dispatch of request. The contractor shall provide these reports electronically. The reports shall include the time and date calls were placed, number(s) called and duration of calls. Per AR 25-2, 24 Oct 07, para 4-5t (6) Systems Administrators (SA) and Network Administrators (NA) will not access individual information or data files unless conducting a management search, an authorized administrative search, or supporting a Law Enforcement (LE)/Criminal Investigation (CI) authorized investigation. (c) Long Distance Itemized Reports. The contractor shall provide a monthly long distance call itemized report within 5 work days of customer request. These reports shall include all data that was processed to produce the telephone bill for the month. Itemized reports shall include organization, division, extension, user, date and time calls were placed, duration, total usage time and cost per call. (3) Contract Billing and Expense Reports: (a) Billing Report - Monthly. The contractor shall provide a monthly billing report by the 3rd workday of the month. The report will provide by customer organization, C4IM service provided, customer (organization and office symbol), work order number, date of request, date of resolution, all labor hours and other associated costs, i.e., materials. (b) Material and Supplies Report - Monthly. The contractor shall provide a monthly material and supplies report by the 3rd workday of the month. The report will be provided to the Government to approve, and will include all materials and supplies (and invoices) purchased by the contractor during the reporting period. It will also include a list of all materials and supplies that have been provided to and reimbursed by the customer via credit card transaction or modification to the contract during the reporting period. The total reimbursement amount will be reduced by the amount of money already reimbursed by the customer organizations during the reporting period. (c) Reimbursable Report - Quarterly. The contractor shall provide a quarterly reimbursable report by the 3rd workday each quarter. The report will be provided to the Government to approve and will include by customer organization, the amount of labor dollars and material dollars charged to the customer over the past contract quarter. 6. Operating Constraints: a. General Requirements and Information: (1) Hours of operations: Normal duty hours are defined as Monday through Friday 0600 1700 local time, except Federal holidays unless otherwise specified. (2) After-Hours Support: The Contractor shall provide after-hours support outside the normal duty hours set forth above including Saturdays, Sundays, and holidays. The Contractor is responsible for maintaining an up-to-date alert roster of after hour's call numbers which are to be contacted for after-hours support and provide this list to the government. Examples of After Hours Support include but are not limited to: Manufacturing Shift Support End of Fiscal Year Closeout Support Special Authorized Events Maintenance Days - minimum once a month Emergency Maintenance Requirements Projects COOP and IA events Unauthorized Disclosure of Classified Information (UDCI) Incidents Equipment Upgrades or Cutovers (3) Contractor Responsibilities to Comply with Laws and Regulations. The contractor shall comply with all Federal, State and local applicable laws, regulations, and any changes or revisions thereto. The contractor shall adhere to such laws and regulations including when they are changed or revised during the performance of this contract. (4) Applicable Regulations: Contract functions shall be performed in accordance with the most recent versions of applicable regulations, directives, and HQ guidance. Primary governing regulations include AR 25-1 Army Information Management, AR 25-2 Army Information Assurance, DA PAM 25-1-1 Information Technology Support and Services, DoDI 8500-2 IA Controls, DoD 8570.01M IA Workforce Improvement Program, and DoDI 8510 DIACAP. All services and supplies provided under this contract must comply with the Clinger-Cohen Act, Section 508 of the Rehabilitation Act of 1973, as amended (29 USC 794d) and must meet the applicable accessibility standards at 36 CFR Part 1194. (5) Flow of Information and Official Chain: In the course of their duties, contractor personnel will communicate with personnel from other organizations including Headquarters personnel. Certain official communications, e.g. reporting incidents to the Computer Emergency Response Team (CERT), must follow a specific chain. The contractor will follow the NEC-RIA approved chain for such communication. (6) Interfacing with Government Personnel and other Contractors: The contractor's performance of the required functions must enhance the overall mission success. The contractor shall interface with the Government and other contractors on a daily basis within the scope of the contract. The contractor shall maintain cooperative and businesslike relations with other contractors and government workers with whom it comes in contact. (7) Key Holder: The contractor shall appoint a key holder to maintain accountability for all keys in accordance with applicable regulations. The contractor key holder will coordinate with the NEC key holder for the assigned keys. (8) Proper Disposal of Equipment and Material: The contractor shall use the approved USAG-RIA/NEC-RIA procedures to dispose of any equipment and material. This includes material requiring special disposal procedures for security reasons (such as disk drives) and any form hazardous material such as uninterruptable power supply (UPS) batteries. (9) Data Developed in Support of Contract: The contractor shall maintain all data developed in support of this contract (i.e., system documentation, automated repositories, reports, etc.) by fiscal year for the life of the contract and shall be available to the government upon request. All documentation, including technical information documentation, developed in support of this contract, shall become the property of the Government. (10) Programs and Scripts Developed in Support of Contact: All programs and scripts developed in support of this contract including code and documentation shall become the property of the Government. (11) Remote Site Travel: The contractor shall travel to supported remote/offsite locations for troubleshooting when all troubleshooting options have been exhausted, i.e., the designated personnel at site are unable to correct, and all remote capabilities have been utilized. Travel must be authorized by the Government after verifying all troubleshooting techniques have been applied and travel money is available. The contractor shall provide an after action report to the government upon return from travel. (12) Contractor Responsibility to Obtain Supplies in a Timely Manner: The Contractor shall not be relieved of any performance requirements while waiting for supplies, materials, or parts. A written request must be submitted to the Government for review and approval resulting from any extraordinary delays in performing any of the required services resulting from obtaining either long lead time or hard to procure items. (13) Mission Needs Statements (MNS) and Configuration Control Board (CCB) Requirements: For all C4IM hardware and software purchases a MNS and CCB approval must be obtained. The MNS and CCB Change Request (CR) must be submitted to the NEC for approval prior to any orders being placed. (14) Arsenal Support Program Initiative (ASPI) Tenants: The ASPI program facilitates use of unutilized space on RIA by private companies. ASPI tenants do not receive most C4IM services from the NEC. They do receive some services such as cabling from the commercial circuit demarcation point, building 350, room 161 to their location. The Rock Island Arsenal Development Group (RIADG) is authorized to submit requests on behalf of ASPI tenants and pay the contractor for work performed in accordance with payment procedures in paragraph 6f below. The estimating procedures and charges for ASPI tenants will be no different than for other supported tenants. b. Personnel. (1) United States Citizenship: All employees must be U.S. Citizens and be able to read, speak, and write in English. (2) Staffing: The contractor shall identify the staffing plan and organization required to meet the requirements identified in this SOO. The following must be included in the staffing plan: (a) Program Manager (PM): The contractor shall designate a full time on-site PM. The PM shall act as the overall manager and central point of contact (POC) with the Government for work performed under this contract. Another individual or individuals shall be designated to act for the Program Manager in his or her absence. Notification of such designation shall be furnished to the Government. The PM or designated alternate shall have full authority to commit the Contractor to immediate action on matters pertaining to the administration of this contract. (b) Quality Control Manager (QCM): The contractor shall designate a full time on-site QCM. The QCM shall be responsible for the overall management and implementation of the Contractor's Quality Control Plan. The contractor shall appoint an alternate QCM. (c) Project Managers. The contractor shall provide at least two individuals with ITIL training, PMBOK experience within an Information Technology environment, and Project Management certification to the appropriate level. Individuals must also be able to demonstrate broad technical experience. Training and experience will be used to manage NEC and customer funded projects. Individuals will work together and be co-located with government employees as a project team to manage project timelines, taskings, and coordination. (d) Change Manager. The contractor shall designate a full time on-site Change Manager responsible for managing HW/SW and configuration changes, CCB CR's, CoNs, and other required change data and documentation. (3) Personnel Security Investigation / Security Clearance Requirements. Employees working on Secret Internet Protocol Router Network (SIPRNET), working in an open storage facility, or otherwise handling classified information must have a DoD Secret clearance. All contractor employee positions supporting this contract will be assigned an Information Technology (IT) Sensitivity Level based on duties performed. Employees must have successfully passed the investigation type associated with the IT Sensitivity Level assigned to their position. (a) Information Technology - Level I: Single Scope Background Investigation (SSBI) (b) Information Technology - Level II: National Agency Check with Local Agency and Credit Checks (NACLC) (c) Information Technology - Level III: National Agency Check (NAC) investigation (4) Information Assurance Workforce Certification Requirements: (a) Information Assurance (IA) Workforce Definition: The IA workforce focuses on the operation and management of IA capabilities for DoD systems and networks. The workforce ensures adequate security measures and established IA policies and procedures are applied to all Information Systems (IS's) and networks. The IA workforce includes anyone with privileged access and IA managers who perform any of the responsibilities or functions described in Chapters 3-5,10 or 11 of DoD 8570.01-M. The DoD IA Workforce includes, but is not limited to, all individuals performing any of the IA functions described in DoD 8570.01-M. Additionally, the IA workforce categories, specialties and their functions will be expanded to include system architecture and engineering, computer network defense, certification and accreditation, and vulnerability assessment as changes to DoD 8570.01-M. These individuals are considered to have significant "security responsibilities" and must receive specialized training and be reported per Reference (c) and DoD 8570.01-M. (b) Certification Requirements: The contractor shall comply with DoD 8570.01-M baseline and computing environment certification requirements. Contractor personnel supporting functions defined in DoD 8570.01-M, including, but not limited to, all personnel with privileged system access such desktop, system, and network administrators, and IA personnel shall be certified prior to performing work. c. Government Furnished Equipment / Systems: (1) Network and Computer Equipment: The Government will provide the network, computer, and other equipment required to provide network connectivity and computer services to NEC-RIA supported users. This includes PC's and shared (workgroup) printers for contractor personnel executing this contract. A list of Government Furnished Equipment (GFE) will be provided. The contractor shall be responsible for maintaining and inventorying all equipment assigned to the contractor including, but not limited to, personal computers, network switches, routers, servers, test equipment, and UPS's. (2) Service Order/Trouble Ticket System. The government will provide a service order/trouble ticket system for use by the contractor. The system is not physically located or administered at RIA. This is an Army mandated system that must be used by the contractor. The current system utilizes BMC Remedy ITSM Incident Management and Problem Management modules with plans to add Remedy ITSM Asset Management and Change Management modules in the future. The contractor is responsible for ensuring that employees have the proper skills, training and technical expertise to utilize this tracking system. In the event that the Government furnished tracking system is unavailable, the contractor must have a fallback process, i.e., pen and ink, spreadsheet, database, etc. The contractor must follow Army guidance for information continuity and standardization. (3) Army Enterprise Service Desk (AESD): The AESD is a remote Army service desk that provides a toll-free telephone number, ticket creation, and first level support for all NEC-RIA supported users. AESD enters the ticket into the trouble ticket system and resolves the ticket if possible. Most tickets are entered into the system by AESD, and addressed by technicians on this NEC-RIA contract. The contractor may be required to enter tickets received via E-mail. (4) System Hardware and Software Maintenance. The Government shall administer warranties and where cost effective and funds are available acquire maintenance contracts for GFE and GFS used in support of this contract. When vendor-supplied maintenance is required, the contractor shall contact the vendor and work with them through problem resolution. The contractor shall provide all required data for the Government to acquire or renew maintenance. d. Reimbursable Items: (1) Supplies and Materials. The contractor shall submit all requests for material purchases to Government for approval prior to purchase. No payment is guaranteed without the Government's prior approval. (a) Lifts and Cherry Pickers: Lifts and Cherry Pickers required in the performance of the contract must be obtained by the contractor. The operator must meet all OSHA and local RIA safety requirements. All precautions shall be taken to prevent damage to the grass, grounds, landscapes and property of the Arsenal. Rental Lifts and Cherry Pickers will be reimbursable as normal supplies and materials. (b) Return Like Amount at Contract Completion: At the completion of the contract period the contractor shall return to Government a like inventory of the materials/supplies in the quantities originally furnished. (2) Travel/Training Costs: The contractor shall submit all requests for travel/training costs prior to commencing travel, to the Government for approval. Travel is not authorized until written Government approval is received. Training is limited to that which is required to facilitate transition to new missions or technologies during contract execution. It does not include training required to support systems and technologies in-place at the beginning of the contract, training required due to personnel turnover on this contract, nor does it include personal improvement or skill level improvement training. Travel requests shall include the destination, purpose, duration, number of personnel with rationale for each, and estimated cost. Reimbursements for Government approved travel shall be in accordance with the Joint Travel Regulations (JTR). e. Contractor Supplied Equipment - non-Reimbursable: Vehicles - Vehicles are required to support certain services required by this contract - such as LAN and telephone cabling. The contractor is responsible for providing all vehicles in support of this contract. Vehicles must be clearly marked with the contractors name on both sides of the vehicle. With the exception of Lift and Cherry Picker rentals identified in paragraph 6d(1)(a) above, neither vehicles nor associated operating expenses are reimbursable. All vehicle costs are the responsibility of the contractor. f. Pay per Incident Procedures: (1) Estimates: Any above baseline or mission service request that exceeds an estimated $2,500 requires approval from the Government. The contractor request for approval shall include the work order number, the customer and organization, estimated labor, travel, and material costs as well as milestones required to complete the effort. Government approval must be received in writing prior to commencing any associated work. (2) Third Party Payments: For Pay per Incident services, the contractor shall provide estimates, receive government approvals, provide bills, and accept payment in accordance with the procedures below. (a) Payment by Government Purchase Card (GPC): For Pay per Incident service requests under the $2,500 total cost threshold, the contractor shall accept Government Purchase Cards if the customer chooses to pay by GPC. Payment information shall be gathered prior to commencing work but the card shall not be charged until completion of services. If during the execution of the service request it becomes clear the total cost will exceed $2,500, the contractor shall stop work and redirect the efforts to create a special project, to be direct funded by the customer organization via a contract modification. The contractor shall maintain and track the detailed charges and customer payments for each chargeable work request. (b) Payment by Pre-Funded Bulk CLIN: Mission organizations may establish a funded CLIN to cover Above Baseline and Mission work over a period of time. (c) Payment by Funded Contract Modification : If neither GPC nor Bulk CLIN funding is available for the particular service, the customer will request the PCO establish a contract modification for the specific service. Army Sustainment Command Statement of Objectives All requirements identified in this document are in addition to C4IM Baseline Services contracted by the Network Enterprise Center (NEC-RIA), as listed in the overarching Statement of Objectives (SOO) for Information Technology. The requirements below pertain only to the HQ Army Sustainment Command (ASC). 1.ENHANCED RESPONSE TIMES TO TOUCH LABOR SUPPORT FOR DESKTOPS a.Provide enhanced touch labor to user base of approximately 1800. Priorities are: i.Priority 1 is support to the Command Group of 25 and 35 VIPs throughout ASC and ACC-RI, totaling approximately 60 users. Touch labor response time will be 20 minutes or less from receipt of request. Technician may be forward deployed to respond immediately to requirements for the Command Group. ii.Priority 2 is support to work stoppage issues. Response time will be within 30 minutes or less from receipt of request - touch labor response within 2 hours. iii.Priority 3 is support to users experiencing a loss in productivity but not considered work stoppage. Installation of desktop systems for new users or replacing and removing existing software or hardware, are examples. Response time will be within 1 hour or less with touch labor within 8 business hours of request. iv.Priority 4 is support to projects and physical movement of IT equipment Examples of this would be due to office or building renovations or life cycle replacement. Response to this request will be within 24 hours. Project plan is required within 5 business days. Approximately 30 major equipment relocations are expected throughout the year. 2.EXTENDED HOURS FOR COIC a.Provide extended desktop touch labor support from 1700 thru 2400. b.Technician may be forward deployed to this area to support approximately 25 people. c.Technician may be asked to respond to other ASC/ACC-RI calls outside the COIC during this time should they arise. 3.ENHANCED RESPONSE TIME FOR AFTER HOURS SUPPORT a.Enhanced after hours support from 2400 thru 0600. b.Provide support to respond to afterhours calls within 30 minutes of receipt and touch labor within 2 hour if required. 4.TELECONFERENCING/CONFERENCE ROOM SUPPORT a.Provide VTC and conference support for 23 Full Support and 9 Power Point of Contact (PPOC *) supported rooms: i.The CG's conference room and COIC will require scheduling and related coordination, daily upkeep, and maintenance of equipment and testing of event connection to include dry-runs. Events in the CG or COIC conference rooms will require facilitator to be present the entire length of the event. ii.Events in the other Full Support rooms will require same support as above when SES or Command Level attendance is present. iii.PPOC rooms are scheduled by the room POC. Contractor will monitor the scheduler, interact with the assigned room POC if more information is required and be present at the start of the events for connectivity. *PPOC Rooms-venues scheduled only with the approval of a specific Section/POC. b. Provide support for projecting room schedule to monitors located outside each conference room. 5.IT EQUIPMENT HAND RECEIPTS a.Provide hand receipt support services for 7 IT hand receipts. b.Support will entail obtaining both gaining and losing signatures of DA 3161, DA 4949 and 735-2T. Approximate number of items is 3000 but varies with requirements of life cycle distribution or re-distribution when equipment returns. c.Responsible for 100% of inventory and leading the task of annual inventories. The contractor will provide support in up to 3 random inventories conducted throughout the year. 6.LOAN POOL AND SPECIAL MOBILE EVENTS a.Manage and operate IT equipment for Loan Pool. Paperwork transactions total a yearly number of approximately 325. i.Loan Pool requests are primarily from users requesting laptop or projector loans. b.Special Mobile Events are larger in number and are accomplished in a remote location. Support for these events is generally 30 per year. i.Remote locations are conferences within RIA facilities, Memorial Field, or local offsite venues in the surrounding communities. ii.These events are larger in nature and require more support. Events are in support of Source Selection Boards, Pre-Deployment Training and LMI exercises. Requirements range from 2 laptops and a printer up to 30 laptops and 3 printers. iii. Equipment in support of these events includes laptops, flat panels, VTC equipment, printers, PA sound systems and speakers. 7.DBMS / DBA Support a.Provide troubleshooting and problem resolution, database restore, reload, stop, restart services b.Apply permissions, create and delete accounts c.Create database tables 8.SECURE VIDEO BRIDGE a.Provide operation and maintenance of the secure bridge. b.Install and configure software and firmware updates as necessary. c.Operator shall be present at bridge during all connections d.Assist in preparation of risk assessments and system accreditation/re-accreditations e.Provide maintenance contract for secure bridge beyond warranty 9.MISSION SOFTWARE SUPPORT AND DOCUMENTATION a.Ensure only CCB approved software is loaded to ASC supported workstations. 10.SERVER SUPPORT a.Hosting of Web Applications i.Transfer ASC mission web files from Testing to Production b.Perform Web Server Management and IIS Security 11.MISCELLANEOUS DESKTOP SUPPORT a.Support to a networked directory desktop located in bldg 390 lobby. Item is unique and was provided by 1 Alive Promo. b.10 non-networked PCs located in lobby of 390. These items will require minimal touch labor support but will require knowledge of Flash. c.Approximately 50 images per year on laptops that can be OCONUS or CONUS, but will not be on the local network. d.Maintenance of approximately 25 world clocks which may include chip replacements, configuration and LCD repair. e.Support also includes a group of approximately 25 military and civilian contracting personnel assisting the Army Contracting Command-RI locally. f.Application and Operating System support to JANUS systems located throughout ASCs user base. HQ Joint Munitions Command Statement of Objectives All requirements identified in this document are in addition to C4IM Baseline Services contracted by the Network Enterprise Center (NEC-RIA), as listed in the overarching Statement of Objectives (SOO) for Information Technology. The requirements below pertain only to the HQ Joint Munitions Command (JMC). 1. INTRODUCTION The HQ, Joint Munitions Command (JMC), located at the Rock Island Arsenal (RIA), Rock Island, IL, provides the conventional ammunition life-cycle functions of logistics sustainment, readiness and acquisition support for all U.S. military services, other government agencies, and allied nations as directed. JMC is the logistics integrator for life-cycle management of ammunition providing a global presence of technical support to frontline units. HQ, JMC is responsible for oversight of munitions production (ammunition plants) and storage (depots) facilities in 13 states. The G6 is responsible for the leadership of the Information Mission Area (IMA) for JMC and as such responsible for the oversight of all Automated Data Processing (ADP). In addition the JMC CIO/G6 is responsible for day-to-day operations of all software, hardware, and application operations. The JMC CIO/G6 provides the necessary oversight and resolution for above baseline ADP related problems. 2. SCOPE In support of the HQ, JMC mission, the Contractor shall provide Non-classified Internet Protocol Router Network (NIPRNet) above baseline desktop support services. The Contractor shall meet JMC above baseline response times identified in JMC_Tech_Exhibit_1, JMC Above Baseline Desktop Performance Requirements Summary (PRS). All data generated as a result of this contract is the property of the government. 3.1. Administrative: 3.1.1. The Contractor shall provide forward deployed touch labor that will be physically co-located with JMC G6 government employees. 3.1.2. The Contractor shall maintain a "hunt group" telephone number for the forward deployed technicians so JMC users can call during normal duty hours. Definition of a "hunt group" is a single telephone number that rotates among a specific group of individuals responsible for answering the call. It will be the Contractors responsibility to enter user issues into an approved ticketing system(s). 3.1.3. Normal Government business hours are 0600-1700 hours, local time, Monday - Friday, except for Saturday, Sunday and Federal holidays. The Contractor shall be responsible for providing after-hours telephone support to cover emergency situations as they occur. The Contractor will get approval from the JMC G6 Contracting Officers Representative (COR) or designee if it is determined an after-hours onsite visit is required. All after-hours events shall be reported to the JMC G6 COR or designee the next business day. 3.1.4. In addition to desktop support, the Contractor shall perform all necessary Information System Security Officer (ISSO) duties for the JMC Command Group. 3.1.5. The Contractor shall provide a customer satisfaction survey within three (3) working days after completion of a work order. These surveys shall be available to the COR. 3.2. Technical: 3.2.1. HQ JMC support priorities: 3.2.1.1. Priority 1: VIP users listed in JMC_Tech_Exhibit_2. When resolution is outside the scope of this contract, immediately report to JMC G6 COR and/or JMC G6 designee; 3.2.1.2. Priority 2: Work stoppage and after hours service events until it is determined to be a Priority 3 event. When resolution is outside the scope of this contract, immediately report to JMC G6 COR and/or JMC G6 designee; 3.2.1.3. Priority 3: Issues not considered work stoppage issues but cause the user to have a loss in productivity. The installation of systems for new users, existing software (SW)/hardware (HW) install/uninstall, and SW/HW quit working or responding are examples of Priority 3. When resolution is outside the scope of this contract, immediately report to JMC G6 COR and/or JMC G6 designee; 3.2.1.4. Priority 4: Supported events: May include but are not limited to life-cycle replacement effort, office moves, major IT migrations such as operating system upgrade, new software/hardware requiring testing prior to deployment. Contractor shall provide JMC G6 COR or designee the Project Plan for each event. When resolution is outside the scope of this contract, immediately report to JMC G6 COR and/or JMC G6 designee. 3.2.2. JMC Mission Unique Software Support: The Contractor shall support the JMC Software License Management (SLM) program requirements. The Government will provide the Contractor access to their application, Software Licensing and Deployment Tracking System (SLDTS). Unless otherwise told by JMC G6 Software License Manager or COR, all Software Support calls will be Priority 3. 3.2.3. JMC Mission Desktop Support Touch Labor: The Contractor shall provide "cradle to grave" above baseline touch labor to JMC mission client devices listed in JMC_Tech_Exhibit_3. Examples of this support include but are not limited to troubleshooting, testing, research, distribution, decommission, software installation, unique hardware support, warranty and non-warranty repair, and coordination and implementation of desktop upgrades. 3.2.3.1. The Contractor shall provide usage support and network setup of specific JMC leased devices. Maintenance and physical movement of copy machines will be handled by the leasing company. 3.2.3.2. The Contractor shall notify JMC G6 of all non-warranty hardware repair requests. The Government will purchase all required parts not under warranty. The Contractor will be notified if the request was authorized or denied. 3.2.3.3. The Contractor shall provide baseline and above baseline desktop support to a variety of JMC users. These users and the support they are authorized are listed in JMC_Tech_Exhibit_4. 3.2.3.4. HQ JMC Building 104 Training Room Support: The Contractor shall provide above baseline touch labor support to the 7 JMC training rooms located in building 104, 3rd Floor, Monday - Friday, 0700-1700. The Government requires an on-site technician be present during JMC-sponsored events in any of the rooms. 3.2.4. JMC Documentation Library: Contractor shall develop and document internal processes, procedures, work logs and "How To" documentation for users in support of the requirements set forth in this SOO. All programs, software, source code and documentation developed by the contractor in support of this contract become the property of the US Army IAW DFARS 252.227.7014. The government shall have access to this documentation during the period of performance for review and possible inclusion into the Command ISO 9001:2008 effort. 3.2.5. New Technology in support of JMC Mission: The Contractor shall provide support for new technology, to include but not limited to performing research on IT related HW/SW upon request by JMC G6 or making any recommendations that may enhance JMC users or organizations capabilities. The Contractor shall report findings and recommendations to JMC G6 Government staff, showing how the recommendation benefits the command and improves IT business processes. Recommended changes will not be implemented before JMC G6 Government personnel approve the recommendation. 4. CONTRACT DELIVERABLES: The Contractor shall provide reports listed in JMC_Tech_Exhibit_7, Contract Deliverable Report List (CDRL), to the COR or designee. Garrison Mission Services All requirements identified in this document are in addition to C4IM Baseline Services contracted by the Network Enterprise Center (NEC-RIA), as listed in the overarching Performance Work Statement (PWS) for Information Technology. The requirements below pertain only to the US Army Garrison - Rock Island Arsenal (USAG-RIA); henceforth referred to as the Garrison. The Garrison will appoint a Contracting Officer Technical Representative (COTR) to serve as the single point of contact for all Garrison mission requirements. The Garrison COTR will work closely with the NEC-RIA COR for all administrative responsibilities and performance issues related to this PWS. ________________________________________ C4IM Service 19 - Automation Hours of Service: 10 hours/day x 5 days/week, between the hours of 0700 - 1700 (local time) on non-holiday weekdays. The contractor shall provide administration, maintenance, operational oversight, and documentation of Garrison automation requirements. Automation services include the following categories of support for approximately 150 web sites and 75 web applications (ColdFusion), and 50 Commercial-off-the-Shelf (COTS) systems. The Garrison is currently migrating six databases from an Oracle platform to SQL with an estimated completion date of September 2012. Database Services. The contractor shall provide database, masterfile, and data warehouse support, and administration and support for standard database software. The contractor shall: Develop, field and support database applications Perform database builds, reorganizations, maintenance, tuning, backups, restoration, and query design Perform file transfers (FTPs), loads, downloads, data file manipulation, data archiving, coordination, familiarization, and implementation of actions required. This includes processing of superscans, driver actions, and updates/changes to unique and standard master files Test and document the installation of DBMS updates and releases prior to implementation into a production environment Provide data mining services Application/Software Development. The contractor shall design, develop, and maintain a wide range of application systems using standard programming languages IAW Network Enterprise Technology Command (NETCOM) Standard Information Systems Architecture and Common Operating Environment. The contractor shall: Assist customers to identify information requirements, then develop Statements of Work (SOW) that are consistent with user needs. Provide advice on automating functions; integrating requirements with existing capabilities; communication requirements; control and administration of systems; types of information management systems, operating systems, and equipment; and infrastructure capability. Provide customers with recommended equipment and software lists. Develop application/software to support user requirements, this includes but is not limited to: creation of the data models, databases, survey/add/update of reuse library, development of interfaces, application control logic, forms (screens), objects, reports, queries, and menus. Application software shall meet customer-approved functional requirements, as outlined in the SOW, and pass customer acceptance testing. Gain approval from the NEC-RIA Configuration Control Board (CCB) for newly developed or modified application software. This includes completing, submitting, and working all necessary documents such as Hardware Change Requests, Software Change Requests, Certificate of Networthiness (CON) Checklists, and other applicable documents currently required by the NEC-RIA Plan tests; prepare test data; execute testing; identify, analyze, and repair errors; and retest an application or module prior to implementation and placing into production Provide on-site training to the customer for use of newly developed or modified application software prior to migration from development into production Prepare, update, and distribute end-user and/or system operator's manuals that contain the product design and procedures and other relevant information necessary to use and administer the system. Also prepare, update, and distribute on-line help facilities, technical manuals, Standard Operating Procedures (SOPs), instructions on the Army Standard software suite. Maintain automation documentation, application software inventory, and documentation library. Web Site and Web Page Development and Maintenance. The contractor shall design, develop, and maintain static and dynamic web sites or portals using standard programming languages. The contractor shall design, develop, and maintain web pages and portals using standard programming languages. The contractor shall provide web master services. The contractor shall develop, deploy, and maintain web based applications. Mission-Specific Server Administration. The contractor shall provide system administration for mission-specific servers. The contractor shall provide, install, and maintain hardware, operating system, and software for mission-specific servers. Touch Labor Support. The contractor shall provide mission-specific LAN touch labor including troubleshooting and repair. 1st Army Requirements Desktop Support: (NIPRNET) The NIPRNET support specialist shall: -Be collocated with First Army in building 68. -The description provides the NIPRNet Help Desk Support for First Army Headquarters. Provide two contractors to support above baseline C4IM services in the First Army Headquarters at Rock Island Arsenal(RIA). -Be fully capable of supporting NIPRNET PC's, software, and peripherals(including Blackberry PDA's) IAW with First Army and NEC-RIA standards. The specialist will have Systems Administrator access similar to other Tier-2desktop support personnel working under this contract; and access to the Remedy ITSM ticketing system. Services provided under this CLIN are above baseline user support services. Baseline services such as PC Imaging and baseline desktop support will be provided under the baseline section of this contract. -Work with currently assigned PSGS support person in installing IT equipment(PCs, printers, fax machines, etc.) to assigned work areas. -Provide assistance, as required, to the on-site Information Assurance Security Officer for the First Army users at RIA and fully support First Army users in obtaining, activating, and using their accounts and PC's. -Provide assistance to, as required, the on-site Telecommunications Control Officer (TCO) for the First Army users. Assist as the technical liaison between First Army users at RIA and NEC-RIA for installation and support of PC, E-mail, Blackberry, LAN, telephone, and voice mail services. -Familiarize incoming First Army functional and G6 personnel with the RIAIT support procedures and processes. Facilitate a smooth transition at the end of the contract period. Perform other C4IM support tasks as required in support of First Army users within the skill sets of an Intermediate Level Desktop SupportSpecialist.2. Employee(s) performing the above services must meet the requirements of paragraph C.3.3a, Personnel Security Investigation Requirements; and paragraphC.3.3b, Systems Administrator Certification Requirements. Desktop Support: (SIPRNET) The SIPRNET support specialist shall: -Contractor will be co-located in building 68. -The description provides one SIPRNet Help Desk Support contractor in support of the First Army Headquarters. The contractor will provide above baseline C4IM services to First Army Headquarters at Rock Island Arsenal(RIA). -The contractor shall prioritize trouble calls IAW standard operating procedures out lined in the NEC procedure handbook. -The Contractor will configure ADPE in accordance with the NEC DIACAP approved standard SIPR image. Contractor shall apply NEC mission-unique configurations as approved by the NEC Configuration Control Board (CCB). -The Contractor shall be responsible for delivery of the ADPE, connectivity to the network, configuration of hardware and software, transfer of user's data files, and installation of the user profile on the equipment. Prior to installation of any customer unique or non-standard software, the contractor should refer the customer to the G6 and NEC for the proper requirements approval process. -The Contractor shall distribute the equipment IAW the requirements established by the First Army G6 and NEC. -The contractor shall remove all equipment at the request of the cognizant First Army Information Assurance Manager or COR. - Contractor shall not push software installations to the users without coordination with the First Army G6. -Contractor shall be responsible for pushing IAVA patches out to SIPR computers within the timeframe dictated by the IAVA and report to the IAM when patches are applied. -The Contractor shall accompany government staff upon request to meetings where their expertise may be called upon.
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