SOLICITATION NOTICE
R -- U.S. Army Intelligence and Security Command Information Technology Helpdesk Service Support Requirement
- Notice Date
- 3/11/2014
- Notice Type
- Combined Synopsis/Solicitation
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- HQ USAINSCOM, Directorate of Contracting, ATTN: IAPC-DOC, 8825 Beulah Street, Fort Belvoir, VA 22060-5246
- ZIP Code
- 22060-5246
- Solicitation Number
- W911W4-14-R-0004
- Response Due
- 4/10/2014
- Archive Date
- 5/10/2014
- Point of Contact
- Shawn M. Smith, (703) 428-4829
- E-Mail Address
-
HQ USAINSCOM, Directorate of Contracting
(shawn.m.smith4@us.army.mil)
- Small Business Set-Aside
- Competitive 8(a)
- Description
- This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation. The solicitation number is W911W4-14-R-0004, and is issued as a Request for Proposal (RFP). This solicitation document - as well as the attached SF-1449 - and incorporated provisions and clauses are those in affect through Federal Acquisition Circular FAC 2005-62. The associated North American Industrial Classification System (NAICS) code for this procurement is 541519 with a small business size standard of $25.5 Million. This requirement is a 100% 8(a) Certified Small Business Set-Aside, and only qualified offerors may submit proposals. Any award resulting from this RFP will be issued on Standard Form (SF) 1449 to the offeror whose proposal will provide the quote mark best value quote mark to the Government, price and other factors considered. The following factors shall be used to evaluate offers: (i) Management - a. Management Plan, b. Staffing Plan, c. Transition Plan, d. Security Plan; (ii) Technical - a. Technical Response to PWS, b. Quality Control Plan (QCP) to PWS; (iii) Past Performance - a. Past Performance Questionnaires, b. Relevant Project Summaries; and (iv) Price. This RFP contains all clauses required by law, the Federal Acquistion Regulation (FAR), and the Defense Federal Acquisition Regulation Supplement (DFARS) as appropriate for the dollar value of the award. The applicable provisions and clauses are in this document; however, for assistance in reading this document an SF-1449 solicitation document will be attached. Proposals are due no later than 12:00 PM Eastern Standard Time (EST) 10 April 2014. All proposals shall be submitted via e-mail to usarmy.belvoir.inscom.mbx.helpdesk-requirements-2014@mail.mil There is a period for questions and answers. The first round of questions - if any - are due by 10:00 EST on March 17, 2014. Responses to those questions will be submitted in thre form of a solicitation amendment no later than 3:00 PM EST on March 19, 2014. The second round of questions - if any - are due by 10:00 AM EST on March 24, 2014. Responses to those questions will be submitted in the form of a solicitation amendment no later than 3:00 PM EST on March 26, 2014. (Disregard the 2013 dates on page 96 of the attached SF-1449) No questions will be entertained over the phone. All questions must be submitted via email to the above email address. Telephone communications are not acceptable in response to this notice. NO PARTIAL AWARDS WILL BE MADE. A RESPONSIBLE CONTRACTOR IS CONSIDERED ONE WHO BIDS ON ALL LINE ITEMS. All responsible sources may submit an offer which shall be considered by the agency. Proposals received after the specified due date and time will not be considered for award. For further information regarding this solicitation, view the attachments and/or contact Shawn M. Smith at shawn.m.smith4.civ@mail.mil. CLIN 0001 (Services) INSCOM Service Desk Support - Phase-In (IAW PWS) for one (1) month. CLIN 0002 (Services) INSCOM Service Desk Support (IAW PWS) for 11 months. CLIN 0003 (Services) ODC - Local Travel. CLIN 1002 [Option (Services)] INSCOM Service Desk Support for 12 months. CLIN 1003 [Option (Services)] ODC - Local Travel. PERFORMANCE WORK STATEMENT (PWS) SERVICE DESK SUPPORT FOR HQ INSCOM, 1ST INFORMATION OPERATIONS COMMAND, ARMY CYBER COMMAND AND LOCAL TENANT ORGANIZATIONS Part 1 General Information 1. GENERAL: This is a non-personal services contract to operate and maintain the INSCOM Information Technology (IT) Service Desk located on and around Fort Belvoir, VA. The Government will not exercise any supervision or control over the contract service providers performing the required services. Contract service providers shall be accountable solely to the Contractor who, in turn, is responsible to the Government. 1.1 Description of Services/Introduction: The Contractor shall provide subject matter experts necessary to support the mission of INSCOM to conduct dominant world-class intelligence, security, and information operations for military commanders and national decision-makers. INSCOM requires services to operate and maintain the INSCOM IT Service Desk located on and around Fort Belvoir, VA. The Service Desk was established by INSCOM to monitor and troubleshoot problems relating to hardware, networks and infrastructure for the Headquarters INSCOM, 1st Information Operations Command, Army Cyber Command (ARCYBER) and local tenant organizations. 1.2 Background: The U.S. Army Intelligence and Security Command (INSCOM), a Direct Reporting Unit (DRU) to Headquarters, Department of the Army, G-2, conducts intelligence, security and information operations for military commanders and national decision makers. Charged with providing the war fighter the actionable intelligence needed to understand the battlefield and to focus and leverage combat power, INSCOM collects intelligence information in all intelligence disciplines. INSCOM also conducts a wide range of production activities, ranging from intelligence preparation of the battlefield to situation development, signal intelligence (SIGINT) analysis, imagery exploitation, and science and technology intelligence production. INSCOM has major responsibilities in the areas of counterintelligence and force protection, electronic warfare, information warfare, and support to force modernization and training. Headquartered at Fort Belvoir, VA, INSCOM is a global command with major subordinate commands (MSCs) that tailor their support to the specific needs of different theaters. The command synchronizes the intelligence operations of all INSCOM elements to ensure multi-discipline intelligence support to theater/component war fighters, the Intelligence Community (IC) and other national agencies. INSCOM has a variety of smaller units with over 11,000 personnel dispersed over 180 locations worldwide. INSCOM CIO/G6 and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks. The ability to provide mission critical intelligence is dependent on the successful use of its IT networks worldwide. The 1st Information Operations Command is the only active duty Information Operations (IO) unit with the mission of providing dedicated IO and cyberspace integration support to the Army and other military forces. 1st IO Command conducts real world crisis and contingency cyberspace and IO missions; provides commanders with a fully capable world-class opposing force necessary for emulating a composite of adversary cyber and information-related capabilities; provides a cyber and IO force capable of training units to protect against adversarial attacks by taking an opposing force (OPFOR) approach, using known adversaries' methods to find and exploit vulnerabilities and weaknesses in the command's information assurance, and using physical and operations security processes and systems. ARCYBER is composed of a professional team of elite warriors defending Army networks and providing full spectrum cyber, enabling mission command and providing global advantage. ARCYBER/2nd Army plans, coordinates, integrates, synchronizes, directs, and conducts network operations and defense of all Army networks. When directed, ARCYBER conducts cyberspace operations in support of full spectrum operations to ensure the United States and its' allies freedom of action in cyberspace, and to deny the same to adversaries. INSCOM has 13 tenant organizations with varying breadths of intelligence responsibility spanning the Army and the world from the tactical edge to the strategic enterprise level or national levels. The Headquarters INSCOM, 1st IO Command, ARCYBER and local tenant organizations reside in secure office buildings with controlled access. Employees are located in separate offices or cubicles, supported by networked or stand-alone Command, Control, Communications, Computers and Information Management (C4IM) Systems (unclassified and at various classification levels). Facilities contain rooms configured to serve as data and/or communication centers. The working environment typically requires controlled access to classified information and many of the work locations are within Sensitive Compartmented Information Facilities (SCIF) and in some cases, Special Access Program (SAP) facilities. The equipment supported by the Service Desk services included in this PWS is used to support worldwide intelligence and Command and Control (C2) operations. The equipment provides intelligence data to National Command Authorities (NCA), members of the Intelligence Community (IC), and various civilian agencies and departments. A typical supported site may include commercial off-the-shelf (COTS)/government off-the-shelf (GOTS) hardware and software; COTS/GOTS communication equipment; C4IM Systems including: Local, Metropolitan, and Wide Area Networks; storage devices, workstations, laptops and servers (of different types, such as email and Web servers); printers, copiers, scanners, and facsimiles; digital senders, Blackberry phones and related support devices necessary for the sites' effective operation. 1.3 Objectives: Provide Tier I and Tier II support to Command, Control, Communications, Computers, and Information Management Systems (C4IM), Ensure high customer satisfaction through timely and effective services, Provide timely and accurate operational and program management reporting 1.4 Scope: The scope of this acquisition is for Contractor provided Service Desk support services for C4IM System capabilities owned, operated, and managed by each site. HQ INSCOM, 1st IO Command, ARCYBER and local tenant organizations require reliable, uninterrupted availability of C4IM including: networks, hardware, software, and specialized tools. The Contractor shall provide all Service Desk services necessary to ensure all equipment and networks provide uninterrupted availability in support of the mission(s). The Contractor shall be the single point of contact for trouble calls relating to all C4IM System owned IT assets. This includes opening and closing trouble calls, providing basic end-user assistance, managing end user accounts, transferring problems calls to other contractors or Government employees, and providing status, reporting and metrics. 1.5 Period of Performance: The Period of Performance shall be one (1) twelve (12) month base year and one (1) twelve (12) month option period: Base Year: 1 Jun 2014 - 31 May 2015 Option Year 1: 1 Jun 2015 - 31 May 2016 1.6 General Information 1.6.1 Quality Control Plan: The Contractor is responsible for the quality of all work performed by Contractor personnel and shall guarantee all workmanship. The Contractor shall develop a Quality Control Plan (QCP) and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor's quality control program is the means by which he assures himself that his work complies with the requirement of the contract. The Quality Control Plan shall be submitted with the proposal. The Contracting Officer will approve the final QCP at contract award. The Contracting Officer may notify the contractor of required modifications to the plan during the period of performance. The contractor then shall coordinate suggested modifications and obtain acceptance of the plan by the Contracting Officer. Any modifications to the program during the period of performance shall be provided to the Contracting Officer for review no later than 10 working days prior to effective date of the change. The quality program shall be subject to Government review. The Government may find the QCP quote mark unacceptable quote mark whenever the contractor's procedures do not accomplish quality control objective(s). The contractor shall revise the QCP within 10 calendar days from receipt of notice that QCP is found quote mark unacceptable. quote mark 1.6.2 Quality Assurance Surveillance Plan: The Government shall monitor the Contractor's performance under this contract in accordance with the Government's Quality Assurance Surveillance Plan (QASP). This plan is focused on the Government measures that ensure the Contractor has performed in accordance with performance standards. It defines how the performance standards shall be applied, the frequency of surveillance, and the minimum acceptable quality. 1.6.2.1 Customer Surveys. The Government will conduct bi-annual customer surveys to obtain feedback/input from customers to determine contractor compliance with performance standards. 1.6.3 Recognized Holidays: Access to government spaces will not be available on weekends or when the facility is closed due to local or national emergencies, administrative closings, or the following federally observed holidays: New Year's Day, Labor Day, Martin Luther King Jr.'s Birthday, Columbus Day, President's Day, Veteran's Day, Memorial Day, Thanksgiving Day, Independence Day, Christmas Day. 1.6.4 Hours of Operation: Hours of operation are 0600-1800/Monday-Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed. 1.6.5 Place of Performance: Primary places of performance are Fort Belvoir, VA (to include Humphrey's Engineering Center) with a remote site at the Metro Park complex located near Springfield, VA. Travel may be required within the National Capital Region to such places as the Pentagon or other facilities that host senior level conferences for HQs INSCOM. 1.6.6 Type of Contract: The Government anticipates award of a Firm Fixed Price (FFP) contract with ODC CLINs for local travel. 1.6.7 Security Requirements: Contractor personnel performing work under this contract must have a Top Secret security clearance at time of the proposal submission, and must maintain the level of security required for the life of the contract. The security requirements are in accordance with the attached DD254 (See attachment 3). 1.6.7.1 In/Out Process: 1.6.7.1.1 The Facility Security Officer (FSO) must provide to HQ INSCOM/MSC COR, the following information on all Contractor Manpower Equivalents (CMEs) performing HQ INSCOM/MSC missions and are direct labor, for input into the INSCOM In/Out Processing Portal. [See In Processing and Out Processing Table on Page 7 of attachment] 1.6.7.1.2 All CMEs directly allocated to a HQ INSCOM/MSC contract will be In/Out processed through the HQ INSCOM/MSC In/Out Processing Portal by the respective COR, with the assistance of information provided by FSO. 1.6.7.1.3 All CMEs directly allocated to a HQ INSCOM/MSC contract must be Read-On/Read-Off by a Security Specialist at an HQ INSCOM/MSC facility. 1.6.7.1.4 CMEs will NOT be Read-On/Read-Off and facility access will NOT be granted if the required information has not been entered into the HQ INSCOM/MSC In/Out Processing Portal prior to arrival and prior to departure. In the instance of Out Processing, this may affect CPARS reporting on your organization. 1.6.7.1.5 CMEs will complete Information Assurance (IA) Training (required for Government systems access), and obtain a completion Certificate prior to entry on duty (EOD. The completion Certificate will be sent to the responsible COR to confirm compliance prior to EOD. Initially, non-CAC access to AKO is required to complete IA training. However, CMEs must obtain a CAC prior to EOD. 1.6.7.1.6 CMEs will be requied to take and pass a polygraph in order to have access to the NSANet. 1.6.7.2 Physical Security Requirements: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government work areas, equipment, and materials shall be secured. The following personal items are prohibited inside classified INSCOM workspaces at all times: Cell Phones/ Blackberries, Portable USB Memory Drives, Other Portable USB Devices, External Hard Drives, Cameras, MP3 Players, Scanning Devices, USB Pen Drives, Digital Flash Cards/Disks, Personal Laptop Computers, Camera/USB Watches and Wireless Transmitters. 1.6.7.3 Key Control - N/A. 1.6.7.4 Lock Combinations - The contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed NLT 48 hours after personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor's Quality Control Plan. 1.6.8 Special Qualifications: The Contractor shall provide qualified personnel to perform all PWS Performance Tasks specified in Paragraph 5 for Enterprise Service Desk. Contractor personnel supporting this effort must have minimum certifications in accordance with DoDD 8570.01-M, Information Assurance Training, Certification, and Workforce Management, and the DOD 8570.01-M IA Certifications spreadsheet. All qualified personnel shall be able to read, write, speak, and understand English. The Contractor shall be responsible to the Government for acts and omissions of his own employees and for any subcontractor(s) and their employees. 1.6.9 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government. 1.6.10 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation is issued to the COR, a copy of which is sent to the Contractor. It states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting contract. 1.6.11 Key Personnel: The Contractor shall provide a list of key personnel. At a minimum this list of key personnel will include a program manager and service desk leads that shall be responsible for the performance of the work. The names of these persons shall be designated in writing to the Contracting Officer. The program manager shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. The program manager will be available eight (8) hours within the core period of 0600-1800, Monday thru Friday except Federal holidays or when the Government facility is closed for administrative reasons. The Contractor shall provide, at a minimum, the identified key personnel aligned to position descriptions with personnel meeting the stated qualifications for each position identified. Persons nominated to fill key positions are to be identified as quote mark key personnel quote mark and Contractor shall provide resumes in accordance with Section H.10 concerning key personnel. The Program Manager(s) may be part-time. Service Desk Leads identified will be allocated to this contract 100% of the time and located on-site at the Government's facilities. The Government considers the following personnel as key personnel: Program Manager, Service Desk Lead. The Contractor may identify other personnel as key personnel; for key personnel, a description of the responsibilities, qualifications, and education/equivalency is listed in the table below: Table 1: Key Personnel Requirements [See Table 1: Key Personnel Requirements on page 10 of attachment] Replacement of Key Personnel: The Contractor shall notify the KO prior to making any change in key personnel, as presented in its proposal submission. Prior to directing any of the specified key personnel to other programs or functional areas, the Contractor shall submit justification to substitute key personnel at least 30 calendar days prior to the substitution. Justification shall be in sufficient detail, to include the replacement's resume, to permit evaluation of the impact of the proposed change on the program and its schedule. No substitution shall be made by the Contractor without the written consent of the KO in advance, of any anticipated change. The Contractor shall demonstrate to the satisfaction of the KO that the qualifications of the prospective personnel are equal to or better than the qualifications of the personnel being replaced. Personnel Replacement: In the event the Contractor's personnel performance is unsatisfactory to the Government, the KO reserves the right to request and receive satisfactory replacement. 1.6.12 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractor personnel will be provided and required to wear badges in the performance of this contract. 1.6.13 Contractor Travel - Contractor travel shall be limited to mission support activities. All contractor travel must be requested by the contractor and approved by the COR in writing in advance of the travel. 1.6.14 Other Direct Costs (ODC) - Contractor ODCs must be approved by the COR in writing in advance. 1.6.15 Training. The Contractor is required to ensure that all employees comply with the Mandatory Intelligence Training requirements for Contractor personnel in accordance with Army Regulation (AR) 381-10. The Contractor must provide documentation to the COR that training has occurred for each employee. The training is mandatory for all personnel in the Intelligence environment. 1.6.15.1 Online Training. Mandatory online training includes 1) Anti-Terrorism Force Protection, 2) Combatting Trafficking in Person, 3) Information Assurance, 4) Intelligence Oversight and 5) Annual Security Refresher Training. Additional training may be mandated by the government as necessary. 1.6.15.2 Classroom Training. Mandatory classroom training includes 1) Classification Marking, 2) Operation Security (OPSEC) Initial Training, 3) OPSEC Annual Training and 4) The Threat Awareness and Reporting Program (TARP). Additional training may be mandated by the government as necessary. 1.6.16 Organizational Conflict of Interest: The contractor and/or subcontractor personnel performing work under this contract shall not receive, have access to or participate in the development of proprietary which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor's mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may effect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI. 1.6.17 Transition Phase In / Phase Out 1.6.17.1Transition Plan. The contractor shall provide a detailed transition plan with associated timelines for tasks that addresses both phase-in and phase-out for the contract. This plan shall be submitted with the contractor's proposal and should be updated as appropriate throughout the period of performance. 1.6.17.1.2 Transition. The contractor shall begin the process of transitioning personnel in coordination with the COR and user organizations immediately following completion of all security clearance requirements. Contractor will be required to adhere to HQ INSCOM's contractor in/out processing requirements. Full contractor performance begins upon completion of all transition activities with incumbent or within 45 calendar days of contract award, whichever comes first. The contractor shall complete the transition of its workforce within 45 calendar days of contract award ensuring all security clearances have been submitted in the Army Contractor Automated Verification System (ACAVS) by the contractor's Facility Security Officer (FSO) and all contractor personnel have been vetted prior to movement to the Government site. 1.6.17.1.2 Contract Transition, Phase-In and Phase-Out. The contractor shall provide the efforts included in its approved Transition Plan. The phase-in period begins at contract award. The phase-out period begins upon Contracting Officer notification, not to exceed 45 calendar days after contract award. 1.6.17.3 Phase-In Activities. The contractor shall include in its transition plan and perform, at a minimum, the following activities during the phase-in period: Submit requests for physical and network access at performance locations; Submit requests for security clearance documentation and other items requiring responses from the Government; Establish procedures with the predecessor to ensure transition of provided services without any degradation of service. 1.6.17.4 Phase-Out Activities. The contractor shall include in its transition plan and perform, at a minimum, the following activities during the phase-out period: a) Ensure all services and performance objectives required by the PWS and contract are met throughout the phase-out period, b) Establish procedures with the successor to ensure transition of provided services without a degradation of service, and c) Provide copies of all instructions, records, databases, contract performance metric data, vendor points of contact, and all other procedures developed by the contractor in the performance of this contract to the successor. 1.6.18 Antiterrorism and Operational Security Requirements. 1.6.18.1AT Level I Training. All Contractor employees, to include subcontractor employees, requiring access to Army installations, facilities and controlled access areas shall complete AT Level I awareness training within 30 calendar days after contract award. The Contractor shall submit certificates of completion for each affected Contractor employee and subcontractor employee, to the COR or to the contracting officer, if a COR is not assigned, within 30 calendar days after completion of training by all employees and subcontractor personnel. AT Level I awareness training is available at the following website: https://atlevel1.dtic.mil/at. 1.6.18.2 Access and General Protection/Security Policy and Procedures. Contractor and all associated subcontractors employees shall comply with applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative). The Contractor shall also provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in Contractor security matters or processes. 1.6.18.3 iWATCH Training. The Contractor and all associated sub-contractorsshall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within 60 calendar days of contract award and within 30 calendar days of new employee's commencing performance. iWATCH training results shall be reported to the COR not later than 75 calendar days after contract award. 1.6.18.4 Contractor Employees Who Require Access to Government Information Systems. All Contractor employees with access to a government information system must be registered in the Army Training Certification Tracking System (ATCTS) at commencement of services, and must successfully complete the DOD Information Assurance Awareness prior to access to the Information System and then annually thereafter. 1.6.18.5Contracts that Require OPSEC Training. Per AR 530-1, Operations Security, new Contractor employees must complete Level I OPSEC training within 30 calendar days of their reporting for duty. All Contractor employees must complete annual OPSEC awareness training. 1.6.18.6 Information Assurance (IA)/Information Technology (IT) Training. All Contractor employees and associated sub-contractor employees must complete the DoD IA awareness training before issuance of network access and annually thereafter. 1.6.18.7Contracts That Require Handling or Access to Classified Information. Contractor shall comply with FAR 52.204-2, Security Requirements. This clause involves access to information classified quote mark Confidential, quote mark quote mark Secret, quote mark or quote mark Top Secret quote mark and requires contractors to comply with- (1) The Security Agreement (DD Form 441), including the National Industrial Security Program Operating Manual (DoD 5220.22-M); any revisions to DOD 5220.22-M, notice of which has been furnished to the Contractor. 1.6.18.8 Antiterrorism Considerations: In accordance with DFARS, 27 January 2011, 207.105(b) (20) (D), and DOD Instruction 2000.16, DoD Antiterrorism Standards, the contractor is hereby advised that it shall comply with the policies and procedures of the U.S. Antiterrorism Officer (ATO) at each installation where work is being performed. DoD Instruction 2000.16 is available at the Washington Headquarters Services website at http://www.dtic.mil/whs/directives/. Information with regard to the INSCOM procedures and policies will be provided at a later date. A modification to the contract will be the instrument of notification for this action. The contractor may submit a request for an equitable adjustment for any directly incurred costs for compliance with these policies and procedures, following the modification incorporating the policy and procedures guidance. Equitable adjustment requests shall be in compliance with clauses. 1.6.18.9 Antiterrorism and Force Protection (AT/FP): AR 350-1, 4 August 2011, Army Training and Leadership Development, Section II, G-7, Antiterrorism and Force Protection. Specific Army standards for AT/FP training are listed in chapter 5, AR 525-13, 11 September 2008. Individual AT/FP training is mandatory for all soldiers, Department of the Army civilians, and DOD contractors and is strongly recommended for family members prior to travelling outside the 50 United States and its territories and possessions for any reason, including mobilization, temporary duty, permanent change of station, and leave. There is also an AT/FP training requirement for personnel stationed outside the United States. Individual AT/FP training is valid for one (1) year and must be documented. 1.6.18.10 AT Awareness Training for Contractor Personnel Traveling Overseas: This requires US based contractor employees and associated sub-contractor employees to make available and to receive government provided area of responsibility (AOR) specific AT awareness training as directed by AR 525-13. Specific AOR training content is directed by the combatant commander with the unit ATO being the local point of contact. 1.6.18.11 Contracts that Require an OPSEC Standing Operating Procedure/Plan. The contractor shall develop an OPSEC Standing Operating Procedure (SOP)/Plan within 90 calendar days of contract award, to be reviewed and approved by the responsible Government OPSEC officer, per AR 530-1, Operations Security. This SOP/Plan will include the government's critical information, why it needs to be protected, where it is located, who is responsible for it, and how to protect it. In addition, the contractor shall identify an individual who will be an OPSEC Coordinator. The contractor will ensure this individual becomes OPSEC Level II certified per AR 530-1. 1.6.18.12 Operations Security (OPSEC): AR 530-1, 19 April 2007, Training Programs. The Contractor shall provide OPSEC training to all employees regarding the safeguarding of sensitive information prior to employees being allowed access to such information. Chapter 4 of AR 530-1, Training, requires that newly arrived personnel receive an OPSEC orientation briefing within the first 30 days of arrival at the organization. The AR further requires that all personnel receive an annual OPSEC briefing. Contractor personnel may utilize the OPSEC briefings presented by the INSCOM OPSEC Program Manager/Coordinator. The Contractor will submit certificates of completion or sign in rosters all initial and annual OPSEC training to the COR. The above requirements will flow down to all subcontractors working on or providing support to the contract. 1.6.18.13 The Contractor shall not release sensitive information to the general public without prior written approval from the Contracting Officer. All contractor requests to release sensitive information shall be in writing and clearly explain the necessity for release of the information and consequences if approval is not granted. 1.6.18.14 All material produced by the contractor which will be released to the general public will be subject to OPSEC and Security reviews from the INSCOM OPSEC Officer, Security Officer and INSCOM Public Affairs Office prior to release. 1.6.18.15 The Contractor shall destroy all sensitive program material at the completion of the contract so as to ensure the information cannot be accessed or utilized for any purpose. The Contractor will also notify the Contracting Officer in writing of its destruction. These same requirements will flow down to all subcontractors working on or provided any sensitive information related to the contract. PART 2 DEFINITIONS & ACRONYMS 2. DEFINITIONS AND ACRONYMS: 2.1. Definitions: 2.1.1. CLASSIFIED. Official information or matter in any form or of any nature which requires protection in the interest of national security. 2.1.2. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime. 2.1.3. CONTRACTING OFFICER. A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government. 2.1.4. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract. 2.1.5. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement. 2.1.6. DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports. 2.1.7. GOVERNMENT FURNISHED EQUIPMENT (GFE). The equipment, facilities, and supplies to be furnished by the Government for Contractor use during the performance of this contract. 2.1.8. INCIDENT. An unplanned interruption to an IT Service or a reduction in the quality of an IT Service. Failure of a configuration item that has not yet impacted service is also an incident (e.g. failure of one disk from a mirror set). 2.1.9. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal. 2.1.10. PERFORMANCE MEASURES. The critical characteristics of the objective that will be monitored by the Government. 2.1.11. PERFORMANCE OBJECTIVE. A statement of the required outcome or results. 2.1.12. PERFORMANCE REQUIREMENTS SUMMARY (PRS). The listing of critical performance indicators, standards, and acceptable quality levels used in evaluating the Contractor's performance. 2.1.13PERFORMANCE STANDARDS. The targeted level or range of levels of performance for each performance measure, relating to the Acceptable Quality Level (AQL) for the objective. The Government will evaluate specified Performance Measures and Standards. 2.1.14. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property. 2.1.15. QUALITY CONTROL PROGRAM. A formal internal control program prepared by the Contractor to ensure consistent, satisfactory performance of the terms and conditions of the contract 2.1.16. QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards. 2.1.17 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance. 2.1.18 QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements. 2.1.19 SYSTEM AVAILABILITY. The degree to which an IT system is operable and in a committable state. It is the proportion of time a system is in a proper and full useable functioning condition. 2.1.20 SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor. 2.1.21 TIER I SUPPORT. Typically involves a Service Desk consultant attempting to resolve issues or problems during or immediately after initial contact with a customer. If the Service Desk consultant is successful in finding an answer to the issue or problem, the trouble call is closed. If the customer's issue or problem has not been addressed, or more information is required, the Service Desk consultant will make a referral or escalate the problem to Tier II Service Desk consultants or other appropriate or contractor support personnel. 2.1.22 TIER II SUPPORT. Typically includes advanced technical troubleshooting and analysis, assistance with more complex support on application software and/or hardware, and is usually an escalation of the call from Tier I. Incidents not resolved at the second level may require escalation to Tier III. 2.1.23 TIER III SUPPORT. Provides government support on complex hardware and operating system software and usually involves certified systems engineers from Industry (i.e., Cisco, HP, and Microsoft). 2.1.24 TRANSITION ACTIVITIES. The efforts required to begin the execution of assignments under this contract and to close out those efforts when the task performance ends in a timely and efficient manner. 2.1.25 WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract. 2.1.26 WORK WEEK. Monday through Friday, unless specified otherwise. 2.2. Acronyms: ACAVS - Army Contractor Automated Verification System, ACOIC - Army Cyber Operations and Integration Center, ACOR - Alternate Contracting Officer's Representative, AFARS - Army Federal Acquisition Regulation Supplement AR - Army Regulation, ARCYBER - Army Cyber Command, C4IM - Command, Control, Communications, Computers and Information Management, C2 - Command & Control, CFR - Code of Federal Regulations, CLIN - Contract Line Item Number, CNO - Computer Network Operations, CONUS - Continental United States (excludes Alaska and Hawaii), COR - Contracting Officer Representative, COTR - Contracting Officer's Technical Representative, COTS - Commercial-Off-the-Shelf, DA - Department of the Army, DD250 - Department of Defense Form 250 (Receiving Report), D254 - Department of Defense Contract Security Requirement List, DFARS - Defense Federal Acquisition Regulation Supplement, DOD - Department of Defense, DRU - Direct Reporting Unit, FAR - Federal Acquisition Regulation, GFE - Government Furnished Equipment, GOTS - Government off-the-shelf, IC - Intelligence Community, INSCOM - U.S. Army Intelligence and Security Command, IO - Information Operations, IP - Internet Protocol, IPR - In Process Review, I-NOSC - INSCOM Network Operations and Security Center, IT - Information Technology, ITIL - Information Technology Infrastructure Library, ITSM - IT Service Management, JFTR - Joint Federal Travel Regulation, JTR - Joint Travel Regulation, KO - Contracting Officer, LAN - Local Area Network, MI - Military Intelligence, MSC - Major Subordinate Command, OCI - Organizational Conflict of Interest, OCONUS - Outside Continental United States (includes Alaska and Hawaii), ODC - Other Direct Costs, PIPO - Phase In/Phase Out, POC - Point of Contact, PRS - Performance Requirements Summary, PWS - Performance Work Statement, QA - Quality Assurance, QAP - Quality Assurance Plan, QASP - Quality Assurance Surveillance Plan, QC - Quality Control, QCP - Quality Control Plan, SAP - Special Access Program, SCI - Sensitive Compartmented Information, SCIF - Sensitive Compartmented Information Facilities, TE - Technical Exhibit, TPRP - Threshold for Performance Restoration Period, TS/SCI - Top Secret/Sensitive Compartmented Information PART 3 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES 3. GOVERNMENT FURNISHED ITEMS AND SERVICES: 3.1 Services will be performed at secure Government facilities. The Government will provide common use utilities and office equipment, desk space, telephones, computers, and other items necessary to maintain an office environment. The Government will also make available the BMC Remedy Information Technology Service Management (ITSM) suite applications and Action Request System forms, active links, filters, and associated objects. 3.2 The contractor is responsible for proper utilization and safeguarding of all Government property provided for Contractor use in accordance with Section H.17 of the contract and FAR Part 45. At the end of each work period, all Government facilities, equipment, and materials shall be secured. Contractor employees must immediately report loss and/or damage to Government facilities and equipment upon discovery of such loss and/or damage. Equipment found to be defective must also be reported in a timely manner to allow for repair or replacement. These reports will be submitted to the designated Government custodian, representative or office, and the COR. The Contractor shall check out computer, electronic or diagnostic equipment to properly assist remote sites as required. PART 4 CONTRACTOR FURNISHED ITEMS AND SERVICES 4. CONTRACTOR FURNISHED ITEMS: 4.1 General: The Contractor shall provide all Service Desk services necessary to ensure all equipment and networks provide uninterrupted availability in support of the INSCOM and subordinate command missions. 4.2 Top Secret Facility Clearance: The contractor shall possess and maintain a TOP SECRET facility clearance from the Defense Security Service. The Contractor's employees, performing work in support of this contract shall have been granted a TOP SECRET security clearance from the Defense Industrial Security Clearance Office. The DD Form 254 is provided as an Attachment at Section J.1.2. PART 5 TASKS 5. Tasks: 5.1. Enterprise Service Desk Support. 5.1.1 The Contractor shall provide service desk and technical expertise to resolve unit system and communications problems and provide all technical actions necessary to ensure C4IM availability. The Contractor shall monitor, track, report and troubleshoot all Enterprise level network connectivity, services, critical applications, and devices to take action to correct issues in an efficient and timely manner. The Contractor shall be responsible for Tier I and Tier II IT support. Tier I Service Desk support includes the basic application software and/or hardware support to callers; Tier II Service Desk support includes complex support on application software and/or hardware and is usually an escalation of the call from Tier I. The Contractor shall receive calls and e-mails from the user community, provide the users with information, resolve or track resolution of the issue, confirm closure and resolution of the incident with the users before closeout, and update the Government on trouble call progress daily. 5.1.2 The Contractor shall image, configure, support, issue, recover and account for all laptops maintained within the HQs INSCOM Service Desk. The Contractor is responsible for accurately completing and maintaining a DA Form 3161 [Request for Issue or Turn-In (Sub-Hand Receipt)] for each laptop issued by the Service Desk and coordinating with the Government Hand Receipt holder on all issues or discrepancies with the accountability process. 1st IO Command will provide its own laptop support separate from this contract. 5.1.3The Contractor shall use the Government-provided Remedy application to track user support from initiation to closeout. For Enterprise Service Desk (on-call support), the Contractor shall use Remedy Trouble Tickets to log calls and assign a priority level. Contractors shall be responsible for timely and accurate processing of all requests for assistance within the established standards. The Contractor shall assure that all Remedy tickets are closed out or elevated to Government provided Tier III support. The Contractor shall provide customers a ticket number for all service requests. The Army C4IM Service Catalog is the baseline of service requirements. Table 2: Ticket Priority Levels [See Tabe 2: Ticket Priority Levels on page 21 of attachment] 5.2. Contractor Manpower Reporting (CMR): The Office of the Assistant Secretary of the Army (Manpower & Reserve Affairs) operates and maintains a secure Army data collection site where the Contractor shall report ALL Contractor manpower (including subcontractor manpower) required for performance of this contract. The Contractor shall completely fill in all the information in the format using the following web address https://Contractormanpower.army.pentagon.mil. The required information includes: (1) Contracting Office, Contracting Officer, Contracting Officer's Technical Representative (COTR) or also know as the Contracting Officer's Representative (COR); (2) Contract number, including task and delivery order number; (3) Beginning and ending dates covered by reporting period; (4) Contractor's name, address, phone number, e-mail address, identity of Contractor employee entering data; (5) Estimated direct labor hours (including sub-Contractors); (6) Estimated direct labor dollars paid this reporting period (including sub-Contractors); (7) Total payments (including sub-Contractors); (8) Predominant Federal Service Code (FSC) reflecting services provided by Contractor (and separate predominant FSC for each sub-Contractor if different); (9) Estimated data collection cost; (10) Organizational title associated with the Unit Identification Code (UIC) for the Army Requiring Activity (the Army Requiring Activity is responsible for providing the Contractor with its UIC for the purposes of reporting this information); (11) Locations where Contractor and sub-Contractors perform the work (specified by zip code in the United States and nearest city, country, when in an overseas location, using standardized nomenclature provided on website); (12) Presence of deployment or contingency contract language; and (13) Number of Contractor and sub-Contractor employees deployed in theater this reporting period (by country). As part of its submission, the Contractor shall provide the estimated total cost (if any) incurred to comply with this reporting requirement. Reporting period shall be the period of performance not to exceed 12 months ending September 30 of each government fiscal year and must be reported by 31 October of each calendar year. Contractors may use a direct XML data transfer to the database server or fill in the fields on the website. The XML direct transfer is a format for transferring files from a Contractor's system to the secure website without the need for separate data entries for each required data element at the website. The specific formats for the XML direct transfer may be downloaded from the website. 5.3 Deliverables. Reports identified in Technical Exhibit 2 are reports prepared by the Contractor to reflect Contractor activities and presented to the Government for quality assurance purposes. Government personnel will review the materials presented and evaluate them for accuracy and completeness. The Government will notify the Contractor of deliverable acceptance within five (5) working days of receipt of the deliverable. All days in proposed schedules are calendar days unless otherwise stated. Additional data deliverables shall be developed and delivered as specified in this PWS. Performance relating to data deliverables is not required and is not funded at the contract level. Unless otherwise noted, all deliverables will be provided to the COR and the KO. Delivery will be as stated in Table 4 unless otherwise directed. Format will be as proposed by the Contractor and approved by the Government. The Contractor shall provide the following deliverables: 5.3.1 Monthly Status Reports. Monthly status reports will be submitted to the Government in accordance with the format to be provided upon contract award. This report is due by the fifth (5th) business day of the following month after performance. The Contractor shall provide data and information on the status of planned and on-going IT System operation activities. 5.3.2 Monthly Activity Rollup. The Contractor shall provide the status of Technical Performance, Financial Data, with required report schedules; final format to be specified by COR/ACOR. This Rollup is due no later than the fifth (5th) day of the following month after performance. 5.3.3 Work Plan. The Contractor shall provide the Government with a Work Plan, within 30 calendar days after contract award. This work plan shall identify the tasks each contracted position will perform and identify the progress reports to be submitted to assist with the monitoring of the contract in accordance with the PWS. 5.3.4 Briefings and Presentations, Statistical Data and Quarterly Progress Reports/QPR Charts. The Contractor shall compile and deliver daily operations briefings Monday through Friday. Briefings and Presentations, Statistical Data and Quarterly Progress Reports/QPR Charts. The Contractor shall compile and deliver daily operations briefings summarizing prior day service desk performance and issues. The contractor shall attend daily operations briefings Monday through Friday. On a Quarterly basis the contractor shall provide Quarterly Progress Reports/Charts compiling the statistical performance measures for the period. 5.3.5Quality Control Plan. The Contractor shall provide updates to its QCP annually, or as required by the COR. The Government must approve all updates to the QCP before implementation. The original QCP is due with the offeror proposal, and subsequent annual reports are due by the tenth (10th) day of the next option year period.. All other changes requested of the QCP are due ten (10) days after the request. 5.3.6 Transition Plan Update. The Contractor shall provide a plan to phase out or transition Service Desk support under this PWS to follow-on organizations. The Transition Plan is submitted with the offeror proposal, and the Update is due 60 days prior to the expiration of a period of performance or as directed by the KO. 5.3.7 Expenditures Report The Contractor shall submit an Expenditures Report on a monthly basis, not later than the 5th business day of the following month. This report shall be submitted as part of the monthly status report. 5.3.8 The contractor shall develop and submit a self assessment report 21 days after the end of each performance period (base year and each option year, if exercised) to the government that summarizes the work accomplished/performed under this contract and an assessment and evaluation of the contractor's own performance. The assessment and evaluations shall include but is not limited to the following performance areas: 1) Technical/Quality of Services; 2) Schedule; and 3) Management. This report shall not exceed two typewritten pages of 11 or 12 size font. PART 6 APPLICABLE PUBLICATIONS 6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS) The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures including, but not limited to, the following list. Documents may be found at http://www.apd.army.mil/ProductMap.asp, www.dtic.mil/whs/directives, http://www.defensetravel.dod.mil/, http://www.osha.gov/law-regs.html, or as listed in the Table 4. Compliance with appropriate Army and Department of Defense (DOD), Defense Information Security Agency (DISA), National Institute of Standards and Technology (NIST), Federal Information Security Management Act (FISMA), Government Performance and Results Act of 1993 (GPRA), and Clinger-Cohen (formerly Information Technology Management Reform Act - ITMRA) regulations, directives, instructions, and manuals is required. Table 3: Applicable Publications [See Table 3: Applicable Publications on page 23 of attachment] PART 7 TECHNICAL EXHIBIT LISTING Technical Exhibit List: 7.1 Technical Exhibit 1 - Performance Requirements Summary, 7.2 Technical Exhibit 2 - Deliverables Schedule, 7.3 Technical Exhibit 3 - Historical Staffing Levels and Workloads TECHNICAL EXHIBIT 1 Performance Requirements Summary The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success. [See Technical Exhibit 1: Performance Requirements Summary on page 26 of attachment] TECHNICAL EXHIBIT 2 DELIVERABLES SCHEDULE [See Technical Exhibit 2: Deliverables on page 28 of attachment] TECHNICAL EXHIBIT 3 HISTORICAL STAFFING LEVELS AND WORKLOADS [See Technical Exhibit 3: Historical Staffing Levels and Workloads on page 29 of attachment]. INSPECTION AND ACCEPTANCE TERMS Supplies/services will be inspected/accepted at: [See Inspection and Acceptance Terms and Delivery Information starting on page 29 of attachment] CLAUSES INCORPORATED BY FULL TEXT 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB 1998) This solicitation incorporates one or more solicitation provisions by reference, with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. The offeror is cautioned that the listed provisions may include blocks that must be completed by the offeror and submitted with its quotation or offer. In lieu of submitting the full text of those provisions, the offeror may identify the provision by paragraph identifier and provide the appropriate information with its quotation or offer. Also, the full text of a solicitation provision may be accessed electronically at this/these address(es): FAR Quick Reference: http://farsite.hill.af.mil/vffar1.htm DFARS Quick Reference: http://farsite.hill.af.mil/VFDFAR1.HTM (End of provision) 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998) This contract incorporates one or more clauses by reference, with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. Also, the full text of a clause may be accessed electronically at this/these address(es): FAR Quick Reference: http://farsite.hill.af.mil/vffar1.htm DFARS Quick Reference: http://farsite.hill.af.mil/VFDFAR1.HTM (End of clause) CLAUSES INCORPORATED BY REFERENCE [See Clauses Incorporated by Reference starting on page 31 of attachment] CLAUSES INCORPORATED BY FULL TEXT [See Clauses Incorporated by Full Text starting on page 31 of attachment] Section J - List of Documents, Exhibits and Other Attachments start on page 58 of the attachment. These exhibits and attachments will not transfer over into Army Single Face to Industry and Federal Business Opportunities in the Table Format they are in. Sections L&M are as follows: [Sections L&M are in the attachment - characters for this field were exceeded] Evaluation of Options Evaluation of Options will be conducted in accordance with FAR 52.217-5 (Evaluation of Options) to include FAR 52.217-8 (Option to Extend Services). The objective of the evaluation of options is to determine the price for each of the options to be fair and reasonable at the time of award. Unrealistically low, high, or unbalanced pricing of options in the proposals may be considered a performance risks.
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