SRCSGT | 70 | OCONUS IT Support Services

FBO DAILY ISSUE OF DECEMBER 17, 2011 FBO #3675
SOURCES SOUGHT

70 -- OCONUS IT Support Services

Notice Date: 12/15/2011
Notice Type: Sources Sought
NAICS: 541513 — Computer Facilities Management Services
Contracting Office: Defense Logistics Agency, DLA Acquisition Locations, DLA Distribution, J Avenue, DDC J7-AB, Bldg 404, New Cumberland, Pennsylvania, 17070-5001, United States
ZIP Code: 17070-5001
Solicitation Number: SP3300-12-SS-5002
Point of Contact: Jason E. Shields, Phone: 7177707497
E-Mail Address: jason.shields@dla.mil
(jason.shields@dla.mil)
Small Business Set-Aside: N/A
Description: Introduction: This is a Request for Information (RFI) only and does not constitute a commitment, implied or otherwise, that Defense Logistics Agency (DLA) Distribution will take procurement action in this matter. Further, neither DLA Distribution will be responsible for any cost incurred in furnishing the information requested. This announcement is for formal market research only and should not be considered a Request for Proposal (RFP). Any follow-on procurement strategy will be based on the results of the information provided from Offerors and available funding. In accordance with FAR 15.209(c), the following provision is inserted. FAR 52.215-3 - Request for Information or Solicitation for Planning Purposes. (Oct 1997) (a) The Government does not intend to award a contract on the basis of this solicitation or to otherwise pay for the information solicited except as an allowable cost under other contracts as provided in subsection 31.205-18, Bid and Proposal Costs, of the Federal Acquisition Regulation. (b) Although "proposal" and "Offeror" are used in this Request for Information, your response will be treated as information only. It shall not be used as a proposal. (c) This Request for Information is issued for the purpose of soliciting industry's best ideas for commercial IT Support Services at various OCONUS locations. As a result of this RFI, the DLA Distribution is requesting a technical capabilities statement that will address the items outlined in the RFI from potential Offerors. If a potential Offeror is unable to provide all required services, the Offeror is encouraged to submit information in the role of a Prime Contractor and propose the use of any subcontractors as needed to develop or compliment their proposed approach. Technical Capabilities Statement Response Format: The Offeror shall provide the following information in their technical capabilities statement: • Company information to include the company size/socio-economic status, the CAGE code, and the Point of Contact (POC) information (name, email address, telephone and fax numbers); • Background/Corporate Experience; • Overview of Proposed Approach, Technical Capabilities for the proposed offeror and any proposed subcontractors (not to exceed 10 pages total); • Narrative regarding the commerciality of the Proposed Solution, to include a listing of those companies/individuals to whom the Proposed Solution has been sold and the quantity of Proposed Solution sold to each; • Past Performance references, to include POC information for each reference (not to exceed 5 pages total); Response Submission Information: Questions regarding this RFI should be emailed to Jason Shields at jason.shields@dla.mil. Questions not received via electronic mail may not be answered. Responses sent via the U.S. Postal Service should be sent to: DLA Distribution 2001 Mission Drive, Bldg 404 DLA Distribution J7 (AB), Jason Shields New Cumberland, PA 17070-5000 Responses sent via Commercial Carrier (i.e. FedEx, UPS, DHL, etc.) shall be addressed to the Contract Specialist, Jason Shields, and mailed to: DLA Distribution Jason Shields J Avenue, Bldg 404 DLA Distribution J7 (AB) New Cumberland, PA 17070-5000 Responses should be received by January 6, 2011 at 11:00 am EST. Draft PWS: The Defense Logistics Agency (DLA) is a United States (U.S.) Department of Defense (DoD) agency that provides worldwide logistics support for the missions of the Military Departments and the Unified Combatant Commands under conditions of peace and war. A. DLA Information Operations at New Cumberland, PA located within various OCONUS sites has a requirement for a Contractor to provide IT support services for on-site hardware, software, and technical support for approximately 800 employees to augment existing Government IT support personnel located at some of the sites throughout four OCONUS regions. The objective is to ensure that all IT equipment, to include network servers/hardware, workstations, printers, portable computers, network infrastructure (cabling), and other miscellaneous IT equipment are functioning at all times to support mission requirements. B. This PWS contains brief descriptions of the type of work required and the qualifications required for each labor category. Task orders issued will contain detailed specific tasks to be performed. The Contractor shall provide all supervision necessary to perform the tasks ordered. A Task Order specifies and authorizes work to be accomplished by the Contractor to satisfy task requirements. The Government will issue task orders based on the procedures detailed in the Section H clause entitled "ORDERING". The Government may issue tasks orders on a unilateral basis for a firm, fixed price task order and may or may not obtain a Contractor estimate for the tasks anticipated to be performed. C. Upon successful award of the contract, the Government anticipates issuing task orders for each of the four OCONUS regions. The geographical area for work to be completed in the OCONUS regions has been identified in 2.2.1, Place of Performance. D. The Contractor shall begin task order performance within 30 calendar days at an OCONUS location. If the Government so decides, a Task Order may specify shorter periods for the beginning of the Task Order performance than detailed above. E. Work environment can be in both a typical office setting or in multiple distribution warehouse production buildings and flightline operations facilities. Work may require utilization of man-lifts for access to IT equipment mounted at higher elevations (up to 65 feet). Work may be dirty in nature for warehouses with limited environmental controls for temperature and humidity. OCONUS locations may require performance in extremes of environmental conditions, poor air quality (especially particulates), and operating conditions that impose extremes of diet, discomfort, sleep deprivation, emotional stress, and circadian disruption GENERAL CONDITIONS AND REQUIREMENTS A. This Section provides general information relating to the conditions of operation and general requirements relating to the IT support services performed by DLA Information Operations at New Cumberland, PA located OCONUS. SCOPE OF WORK A. The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items/services (other than those designated as Government-furnished per Section 4, Government-Furnished Property (GFP), Systems, Training and Support Services) necessary to perform IT Support Services as defined in this PWS. B. Installation, maintenance, and troubleshooting support shall be required for existing workstations/laptops, printers, and peripheral and IT related pieces of equipment to include CD/DVD ROM reader /writers, controllers, antennas, Ethernet cards, hubs, modems, media converters, monitors, keyboards, print servers, plotters, scanners, wedges, wireless bridges, RF network controllers, RF access points, RF handheld units, RF vehicle-mounted units, digital cameras, and LCD Boards. In addition, this PWS requires contractor support for network / telecommunications support to include: enhancement integration, maintenance, documentation, and training for the local area network (LAN) and the overall computing environment (CE). Provide support for secure and non-secure LAN architecture and infrastructure, including interfaces with other Defense Logistics Agency (DLA) and Department of Defense (DoD) networks. These objectives include identification, recommendation, enhancement, facilitation, and maintenance of network server components. C. IT Support required includes on-site support and for problem reporting and resolution for end users and the overall computing environment. All work and trouble requests shall be identified via the Trouble Ticket Tracking System. The Contractor shall be responsible for communication via written trouble ticket or work order for repairs, installations, troubleshooting, and for ensuring a one (1) hour response time for priority one (1) (critical/immediate) problems; a two to three (2-3) hour response time for a priority two (2) (high) problems; a 24 hour response time for a priority three (3) (medium) problems; and a 48-72 hour response time for a priority four (4) (low) problems. Completed trouble tickets and work orders shall be closed out in a DLA approved trouble tracking system within twenty four (24) hours after completion of work. D. The Contractor shall perform a wide range of service requirements, which include both recurring and non-recurring services (e.g., recurring services at existing locations, at new locations, and those where a Government workforce is performing; and nonrecurring services, which may be one-time or as required services, which are ordered on an as needed basis but not provided on a regular basis). The Contractor may be required to provide an IT capability that includes furnishing facilities (installing PC's, cables, switches etc.), relocating equipment, and materials and supplies to perform the requirements in a Task Order. E. The Contractor must be capable of maintaining a ready and trained workforce with the appropriate personnel clearances (See C-1.5.3 Personnel Clearance), IT eligibilities, (See C-1.5.7 Information System Security, and DoD Common Access Card (CAC) if required. (See C-1.5.4 DoD Common Access Card). F. Work will encompass support to DLA Distribution operations or DLA initiatives for planned workload, workload surges; unforeseen, unplanned workload; contingency operations, and special projects. GENERAL OPERATING CONDITIONS This Section provides general information relating to the conditions of operation and general requirements relating to the IT support services performed by DLA Information Operations at New Cumberland, PA located OCONUS. PLACE OF PERFORMANCE The location of services to be performed under this contract shall be for the OCONUS regions identified below. The Government reserves the right to add additional OCONUS sites and/or regions anywhere DLA or DLA Distribution deems necessary during the term of this contract. B. Current OCONUS Regions are specified below: • DLA Distribution, Europe (a) DLA Distribution Sigonella, Italy  Approximately 130 employees (b) Naples, Italy  Approximately 20 employees (c) Rota, Spain  Approximately 15 employees (d) Germersheim, Germany  Approximately 300 employees • DLA Distribution, Southwest Asia (a) DLA Distribution Kuwait City, Kuwait  Approximately 150 employees (b) Manama, Bahrain  Approximately 10 employees (c) DLA Distribution Kandahar, Afghanistan  Approximately 40 employees • DLA Distribution Guam, Marianas (a) DLA Distribution Guam, Marianas  Approximately 59 employees • DLA Distribution Taegu, South Korea (a) DLA Distribution Taegu, South Korea  Approximately 75 employees Sites Anticipated to be added in FY12 • Southwest Asia (a) Deh Dadi, Afghanistan  Approximately 20 employees Sites Anticipated to be added in FY13/14 • DLA Distribution, Japan (a) Kadena, Japan  Approximately 10 employees Travel may be required for Contractor performance of onsite maintenance tasks. This travel shall be approved, in advance, by the COR. All travel costs will be reimbursed in accordance with the Joint Travel Regulations. INTERACTIONS WITH OTHER GOVERNMENT ORGANIZATIONS A. The Contractor's primary interaction with the Government shall be through the Contracting Officer (KO) and the Contracting Officer's Representative (COR), or designee. The Contractor may be required to augment a Government workforce. The Government and Contractor may have employees working in the same area, performing the same or similar functions. Government management will provide general instructions on limitations and deadlines. Additional instructions will be provided for any unusual assignments or those that vary from established procedures. Completed work will be spot-checked by Government management for adherence to procedures, accuracy, and completeness. The Government will provide orientation to the Project Supervisor prior to beginning work on the Task Order that will cover topics such as familiarization with the operations, facilities location, equipment usage, assigned parking, and issuance of building passes. PERIOD OF PERFORMANCE A. The period of performance for this contract action will be for one (1) base period with four one-year option periods. FEDERAL HOLIDAYS Federal holidays generally observed by government personnel include: Observed Federal Holidays New Year's Day Martin Luther King Day Presidents Day Memorial Day Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day In the event an Executive Order issued by the President of the United States declares Agencies of the Federal Government closed for a regularly scheduled workday, the Contracting Officer (KO) or designee will determine and advise the contractor on whether services are required for that day. CURRENT DUTY HOURS AND ACCESS TO THE HOST INSTALLATION The Contractor performs services required under this PWS Monday through Friday except for Federal holidays and base closures. Core duty hours vary by location. Normally, a shift will consist of eight (8) working hours and conform to the Government's working hours, if applicable. A standard workweek shall consist of five (5) days. The Contractor shall coordinate with the COR to determine duty hours that their personnel shall perform to ensure the Government's mission requirements are being achieved. The Contractor shall provide occasional on-call support for End User support and Network administration support. Historically, on-call End User and Network administration support has been required monthly, where the Contractor was able to resolve the issue via telephonically or remotely. Due to changing traffic requirements brought on by construction, changing missions, and security concerns within the host installation, access to the host installation is subject to change, sometimes with little or no warning. Inbound and outbound traffic restrictions exist. TRAVEL Travel between sites may be required in support of this contract. All travel by Contractor employees must be authorized in the Task Order prior to travel being performed (i.e., local travel). The KO or designee has the right to modify this policy when determined to be in the best interest of the Government. KEY PERSONNEL Project Manager. The Contractor shall designate a Project Manager who shall be on site, as required, for the duration of the Contract. In the performance of these duties, the Contractor shall possess the basic knowledge and skills required to plan, control, manage, and shall be responsible for the successful completion of the work and shall be qualified to be the Contractor's on-site supervisor and POC for Government representatives. The Project Manager shall be able to provide overall supervision for Contractor employees to include, but not limited to, planning and managing the project professionally, ensuring that work is scheduled properly to obtain maximum use of resources; ensuring that accurate and timely reports are provided. Has the authority to resolve problems, allocate resources, manage personnel, and monitor operation performance taking direction from the Government to ensure complete satisfaction. The Contractor shall provide the name, telephone number (to include mobile telephone and pager, as applicable) and e-mail address of the Project Manager in writing. In the event of the replacement of the Project Manager, the Contractor shall notify the KO or designee, in writing, of such replacement. The name, telephone number (to include mobile telephone and pager, as applicable) and e-mail address of the replacement Project Manager shall be provided to the KO or designee at least 15 calendar days prior to a planned replacement and within 24 hours following an unplanned replacement. PERSONNEL RECRUITMENT AND QUALIFICATIONS Contractor personnel must be proficient in reading and capable of communicating effectively in English. The Contractor shall implement a continuing recruiting program such that the Contractor can respond to urgent and phased surge and mobilization requirements. Personnel assigned to or utilized by the Contractor in the performance of this contract shall, as a minimum, meet the experience, educational, or other background requirements set forth below and shall be fully capable of performing in an efficient, reliable, and professional manner. If the KO or designee questions the qualifications or competence of any person performing under the contract, the burden of proof that the person is qualified as prescribed herein shall be upon the Contractor. The Contractor shall be responsible for obtaining all necessary licenses and certifications and for complying with all applicable Federal, State, and local laws. The Contractor shall maintain updated copies of any applicable licenses and certifications for all employees and make them available to the Government upon request. Contractor employees that operate motor vehicles to include, but not limited to, government automobiles, light and medium trucks and MHE, shall maintain a valid state driver's license with all class and commodity endorsements required by Public Law 99-570 and state law for the type of vehicle operated. End User Skills: Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.). Network+ certification or any approved certification demonstrating working knowledge and understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) networked environment. Security+ certification or any approved certification demonstrating working knowledge and understanding of applying basic security principles to the computing environment (CE). Certified knowledge of Microsoft Windows desktop operating systems and knowledge of applications, System Management Software, Microsoft's Active Directory (AD) as related to integration of desktop systems into AD, and all aspects of Windows security to include any subsequent software releases/upgrades. Ability to provide hardware maintenance such as board replacement, cable switching, communications assistance, and hardware installation and replacement. Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders. Demonstrated knowledge and accomplishment in analyzing, diagnosing and recommending solutions for hardware and software problems. Knowledge of IBM's Customer Information Control System (CICS) and Virtual Telecommunications Access Method Printer Support System (VPS) to restart printers and printer output. In depth understanding of IBM's NetView to restart 3270 terminal emulation accessing TSO (Time Sharing Option) and CICS (Customer Information Control System). Demonstrated ability with installation, configuration, and the ability to learn DLA-unique applications and programs. Demonstrated understanding of Radio Frequency (RF) hardware and infrastructure and the ability to perform minor repairs or configurations. Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office; including all aspects of Windows security and Microsoft desktop products Understanding and knowledge of Microsoft Windows Applications and MS Office; to include any subsequent releases/upgrades. Expertise to install and support workstation hardware and software, to include depot-unique items. Network Administration Support Skills: Knowledge of network sniffer technologies and/or other network management software. Knowledge of Enterasys and/or Cisco network hardware and software. Knowledge of network troubleshooting/administration, network switching and network equipment, including routing and switching. Knowledge of technology network appliance and console software and network design. Understanding of fiber optic cable use, maintenance and fabrication for building infrastructure; and IEEE 802x networking standards. Capability to configure and troubleshoot network equipment, and identify and resolve hardware/software/network malfunctions. Network+ certification or any approved certification demonstrating working knowledge and understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) networked environment. Security+ certification or any approved certification in demonstrating working knowledge and understanding of applying basic security principles to the network environment (NE). Certified knowledge of network operating systems/software to include any subsequent software releases/upgrades. Ability to troubleshoot Enterasys and/or Cisco products, including all aspects of security. Expertise to install and support workstation hardware and software, to include depot-unique items. Ability to troubleshoot, repair/install interior building network cable infrastructure. SECURITY A. The Homeland Security Presidential Directive 12 (HSPD-12) dated 27 August 2004 has established criteria for contractors who require a Common Access Card (CAC) for either physical access to a U.S. Government controlled installation or access to government information technology (IT) systems. The Government requires Personnel Security Investigations (PSI) to establish that applicants or incumbents either employed by the Government or working for the Government under contract are suitable for the job and/or are eligible for a public trust position. These positions have been designated as IT Level II and require a Secret clearance. Contractors shall be required to provide appropriate background investigation for IT-II with Secret clearance as required in accordance with DoD 5220.22-M, "National Industrial Security Program Operating Manual" (NISPOM) and DoD 5200.2-R. The appropriate background investigation for IT-II with Secret clearance is a National Agency Check with Local Agency Check and Credit Check (NACLC). The Contractor shall forward their employee clearance information to: DLA -Intelligence - New Cumberland ATTN: Security Officer J Avenue, Bldg 81 New Cumberland, PA 17070 B. All personnel employed by the Contractor in the performance of this contract, or any representative of the Contractor entering a U.S. Government installation, shall abide by all security regulations and policies of the installation including access badges, parking, access to controlled or restricted areas, classified information, controlled unclassified information, data and IT resources. C. DLA reserves the right to direct the removal of an employee, whose actions, while assigned to this contract, clearly conflict with the interests of the Government, regardless of prior clearance or adjudication status. DLA also reserves the right to direct the removal of an employee for misconduct, security violations, or performance reasons. The reason for removal shall be fully documented in writing by the Contracting Officer. When and if such removal occurs, the contractor shall assign qualified personnel to any vacancy(s) thus created within 10 working days. This action does not relieve the contractor from total performance of the contract tasks specified herein. D. Contractor shall return all government issued identification, access badges, and vehicle passes to Program Managers upon termination of service. E. The provisions outlined above apply to the prime contractor and any subcontractors the prime contractor may employ during the course of this contract. No contractor personnel performing sensitive duties shall be allowed to commence work on this effort until his or her trustworthiness has been favorably adjudicated. F. Not later than 15 calendar days prior to contract full performance start date, the Contractor shall provide the KO or designee a roster of all key personnel, to include those requiring access to restricted or controlled access areas. The roster shall include each employee's full name, Social Security number, identification card number (if assigned), branch or section (if applicable), and security clearance (level of clearance and last investigation date, if applicable). The Contractor shall provide additions to rosters and an updated roster to the KO or designee at least five working days prior to the date of required access. The Contractor shall make all modifications to the rosters and provide an update to the KO or designee within 12 hours for employees whose employment has been terminated and for employees who no longer require access to restricted or controlled access areas. DOD COMMON ACCESS CARD (CAC)/ACCESS IDENTIFICATION BADGE (ID BADGE)/ELECTRONIC KEY CARD Every Contractor employee shall obtain and possess a DoD Common Access Card (CAC) and an Access ID Badge as required. Upon favorable review and initiation of the PSI to establish the suitability of an employee for the job and the approval for temporary AIS access pending final adjudication of the PSI, the Contractor shall submit to the COR a request for the DoD CAC (see paragraph 2.6, Personnel Clearance) and ID Badge. The Contractor shall safeguard CAC and ID Badges furnished to them. Contractor employees shall not share CAC and ID Badges. Each Contractor employee shall wear the ID Badge conspicuously on his or her outer clothing above the waist at all times while working on the installation. Personnel may be challenged and removed from the work area or denied access to the host installation if the ID Badge is not worn. In the event that a Contractor employee damages or loses his or her CAC and ID Badge, the Contractor shall report the lost or damaged CAC and ID Badge within two (2) working hours of damage or loss to the COR who will arrange for a replacement CAC or ID Badge. The Government will issue the Contractor employee a temporary ID Badge to be used for an eight to ten (8-10) working day waiting period until a new permanent ID Badge is issued. The Contractor shall return all government-furnished CAC or ID Badges to the Government either within one (1) working day of the completion of the contract or upon termination of an individual's employment, whichever comes first. Contractor personnel failing to return their Government CAC or ID Badge are subject to criminal charges under USC Title 18, Chapter 1, Section 499 and 701. The COR will provide and maintain electronic key cards for the security access system. The electronic key card allows access to specific controlled areas of the facilities. The COR will approve and provide the electronic key cards to the Contractor for access to the facilities. INFORMATION SYSTEM SECURITY Upon favorable review and initiation of the PSI to establish the suitability of an employee for the job and the approval for temporary AIS access pending final adjudication, but not less than fourteen (14) working days prior to the employee's start date, the Contractor shall request Information Technology (IT) eligibility for an employee requiring access and passwords to the government-furnished data systems. All positions involving computer activities require a minimum IT III category eligibility. The Contractor shall submit a Contractor Investigative Request (CIR) and a DD Form 2875 (See CIR and System Authorization Access Requests (SAAR) document in Technical Library) for temporary IT III eligibility, with final IT III eligibility contingent upon receiving a favorably adjudicated background investigation. If the Contractor requires a waiver for eligibility for IT II eligibility, the Contractor shall submit justification for the eligibility to the COR. The Government will notify the Contractor if and when a waiver is approved. All Contractor personnel provided with access to government-furnished computers and systems shall observe local AIS security policies and procedures as provided by the COR. The Contractor shall notify the COR within twelve hours when, for reasons of personnel resignation, reassignment, termination, or completion of portions of the contract, Contractor personnel no longer require access to government systems. The Contractor shall observe all copyright agreements. In the interest of protecting government systems from computer viruses, the Contractor shall not use public domain software nor shall Contractor personnel download software from public bulletin boards or Internet websites. The Contractor shall use only commercial off-the-shelf (COTS), Contractor-developed, or government-furnished software in performance of the contract requirements. Should the introduction of a computer virus or malicious destruction of computer software, stored information, or hardware result from the use of public domain software or from software taken from a public bulletin board or Internet website, the Contractor shall be required to repair the damage and incur all costs at no expense to the Government and without impact on delivery schedules. CONTACT OF A SUSPICIOUS NATURE Contractor personnel who have been contacted under suspicious circumstances shall report that contact immediately, either verbally or in writing, to their supervisor who shall report it within two (2) hours to the COR for action. Key contacts for reporting purposes are defined as: 1. Contact with an individual (regardless of nationality) that suggests to the Contractor employee that an intelligence gathering or terrorist organization may have targeted him or her for possible intelligence exploitation. 2. A request by anyone (regardless of nationality) for illegal or unauthorized access to classified or unclassified sensitive information. 3. Contact with a known or suspected intelligence officer from any country. 4. Contact with a foreign diplomatic establishment, whether in the U.S. or abroad, for personal or official reasons. Certain Contractor personnel in positions designated as "sensitive" by the Government may also be required to inform their chain of command in advance of the nature and reason for contacting a foreign diplomatic establishment or travel to countries on the State Department list whose interests may be adverse to the United States. Additionally, Contractor personnel who have information about activities pertaining to espionage, terrorism, unauthorized technology transfer, sabotage, sedition, subversion, spying, treason, unauthorized release of classified or unclassified controlled information, or unauthorized intrusions into automated information systems shall report that information immediately to the COR for action. SAFEGUARDING INFORMATION The Contractor shall not allow access or disclosure of classified information or information regarding the operations of DLA Distribution to any government agency, non-government agency, or individual unless specifically authorized by the COR. The Contractor shall provide documents and files requested by such parties to the COR within one hour of receipt of the authorized request. All files are the property of the Government and the Contractor shall turn all files over to the COR at the completion or termination of this contract. The Contractor may be required to access data and information that is proprietary to a government agency or contractor or that is of such nature that its dissemination and use other than as specified in this contract would be adverse to the interests of the Government or others. The Contractor and its personnel shall not divulge or release data or information developed or obtained under performance of this contract except to government personnel who are authorized to receive the information or upon written approval of the COR. The Contractor shall not use, disclose, or reproduce proprietary data that bears a restrictive legend other than as specified in this contract. Disclosure of information regarding operations and services of DLA Distribution to persons not entitled to receive it, or failure to safeguard any classified information that may come into the Contractor's control in connection with work under this contract, may subject the Contractor, its agent, or its employees to criminal liability under USC Title 18, Crimes and Criminal Procedure, Part I, Crimes, Chapter 37, Espionage and Censorship, Sections 793, Gathering, Transmitting or Losing Defense Information, and Section 798, Disclosure of Classified Information. Neither the Contractor nor its employees shall disclose or cause to be disseminated any information concerning the operations of the activity which could result in, or increase the likelihood of, the possibility of a breach of the Distribution Center's security or interrupt the continuity of the Center's operation. POTENTIAL OPERATIONAL CONSTRAINTS Force Protection Conditions (FPCONs) may affect access to the host installations and Distribution Center. The FPCON is established by the host installation or higher national command authorities, and the Installation Commander is responsible for implementing the proper response to progressive levels of terrorist threats. FPCONs are normally displayed at most entrance gates, building entrances and office entrances. The Contractor shall adhere to and operate IAW any restrictions imposed as a result of a FPCON. Measures implemented under the various levels of terrorist threat may impact the Contractor's normal operational approach to distribution services. The Contractor shall ensure that distribution services are sustained during heightened security measures. ENVIRONMENTAL, SAFETY, AND OCCUPATIONAL HEALTH (ESOH) The Contractor shall formulate and maintain a written safety and health plan and make available to the Government upon request. The written plan shall include the details of the Contractor's responsibilities, method of program implementation, and how hazards and deficiencies shall be identified and corrected. It shall detail Contractor personnel responsibilities for: protection of Government property and safety of others, personnel responsibilities for reporting all mishaps, and establish procedures for reporting to correcting unsafe conditions, hazards, or practices. The Contractor shall have a central POC for safety and health related issues. The POC shall be identified in writing to the KO or designee. The Contractor shall ensure employees have safety education when engaged in activities involving Government facilities, personnel, or equipment. The Contractor shall notify the KO or designee immediately after the occurrence of all accidents and incidents resulting in either personal injury, loss of life, impact to the environment or property damage to a government facility or equipment. The Contractor shall submit a completed copy of DLA Form 1591 and supplemental information within four (4) working days of the accident or incidents. The Contractor shall require their personnel to wear personal protection equipment (PPE) (i.e. safety shoes or safety boots, hearing protection, eye protection, gloves, safety harnesses) during the performance of this contract in accordance with OSHA standards. The Government will not be responsible for furnishing or paying for the cost of PPE. The Contractor shall comply with all federal, state, and local environmental laws to include but not limited to Resource Conservation and Recovery Act (RCRA), Safe Water Drinking Act (SWDA), the Clean Air Act (CAA), and Federal Facilities Compliance Act (FFCA). PREPAREDNESS EXERCISES As directed by the KO or designee, the Contractor shall participate in preparedness exercises relating to security disaster preparedness and response, wartime response, and emergency and environmental and similar preparedness exercises. The Contractor shall participate in emergency and recall notification and personnel accountability exercises. The Contractor shall establish emergency notification and recall and personnel accountability procedures in accordance with DoDI 3001.02, Personnel Accountability in Conjunction with Natural or Manmade Disasters, and test those procedures twice a year when directed by the KO or designee. During the exercise, the Contractor shall determine the status and whereabouts of assigned personnel, report the status of each Contractor employee to the KO or designee within established timelines, and continue to report periodic status until further direction by the KO or designee. The Contractor shall follow their personnel accountability procedures in the event of a real emergency as directed by the KO or designee. DEFINITIONS AND ACRONYMS DOD DICTIONARY The DoD Dictionary of definitions and terms is available on the Internet at: http://www.dtic.mil/doctrine/dod_dictionary/. GOVERNMENT-FURNISHED PROPERTY (GFP), SYSTEMS, TRAINING AND SUPPORT SERVICES GENERAL INFORMATION. Generally, the Government will provide normal operating supplies and equipment for use in performing services under this contract. When Government-Furnished property (supplies and equipment) are not readily available through Government sources, the required property will be specified to be provided by the Contractor in the Task Order. A. The Government-Furnished normal operating equipment/supplies includes but is not limited to on-site office space with furniture, to include desktop computer and network printer, office supplies and desk telephone. B. Each Task Order will identify the training required to perform the requirements in the Task Order. The Government will be responsible for instructor costs associated with government-furnished training whether on-site or off-site. The Government will reimburse the Contractor for travel costs allowed under FAR Part 31.205-46, Travel Costs for attending Government-Furnished off-site training. C. The Contractor is responsible for ensuring that all Contractor employees working on a specific Task Order are trained prior to the beginning of the Task Order performance. The Government will provide orientation on specific IT data systems for the work to be performed by the Contractor. Limited training of Contractor employees may be authorized at the beginning of Task Order performance when it is determined to be in the best interest of the Government. When the Government has given prior approval for off-site training to meet special requirements that are peculiar to a particular Task Order, the Government will reimburse the Contractor for travel and per diem as required, as well as for labor hours at the rate designated in the task for the particular skill level. D. The Government will furnish training for Contractor personnel on the Government data systems to be used in performance of this PWS. E. The Government will notify the Contractor when Government-Furnished training is required due to refresher training requirements. F. At no cost to the Contractor, the Government will furnish the services to be used exclusively to perform the requirements of this contract that include custodial services, refuse and recycling collection, government forms, emergency medical services, police and fire protection, telephone and utilities. CONTRACTOR RESPONSIBILITY FOR GOVERNMENT FURNISHED EQUIPMENT AND TRAINING CONTRACTOR-FURNISHED TRAINING The Contractor shall provide training (not designated as Government furnished) which may be required for Contractor personnel to comply with the contract requirements. The Contractor shall be responsible for all costs associated with this training. The Contractor shall maintain copies of training records, designation letters and certificates on site and make them available for the KO or designee to review upon request. The training records shall include, at a minimum, the name of the employee, the name of the course, the source of the training, a description of the training provided and the date the employee successfully completed the training. The Contractor shall furnish the following training: INFORMATION ASSURANCE (IA) & COMPUTING ENVIRONMENT (CE) TRAINING. Contractor personnel performing tasks associated with this PWS that will be performing an IA function shall be trained and certified in accordance with DoD Directive 8570.1 and DoD 8570.1M. IA functions are defined in chapters 3 and 4 of the DoD 8570.1M. Contractor personnel shall be certified at the appropriate IAT Level in accordance with their designated function (labor category) as demonstrated by possessing one (1) of the authorized certifications listed in table AP3.T2 in DoD 8570.1M (see Attachments 5.1, IA Certifications and 5.2, CE Matrix). The Contractor shall identify personnel performing IA functions identified in the PWS prior to that employee commencing any work under this PWS and provide documentation to the KO or designee showing the employee's certification(s) and certification status. The Contractor shall demonstrate that they have a process to track certification status of employees to ensure certifications are current or to replace departing employees with employees possessing current certifications in a manner that will not cause program interruption. Contractor personnel shall be required to sign the User Access Agreement, Privileged Rules of Behavior, and General Rules of Behavior and non Discloser agreement prior to working on any government system(s). EQUIPMENT OPERATION. This training is required for all Contractor employees who operate motor vehicles, MHE, other equipment with the required licensing, certification, or specialized training. Training includes but is not limited to the requirements identified in CFR Title 29, Part 1910.178; CFR Title 49; American Society of Mechanical Engineers (ASME) B30.13-1996, Storage/Retrieval (S/R) Machines and Associated Equipment; and DLAI 4500.36, Management, Acquisition, and Use of DLA Operating Equipment, Sections E3m and E3n; and Federal, State and Local Laws. Refresher training is required at a minimum of every three years or when warranted in accordance with OSHA, DoD, and manufacturer's guidance. SECURITY TRAINING. To ensure that all employees know and understand regulations and policy pertaining to physical, information, operations and personnel security, the contractor shall provide security and antiterrorism training to all employees in accordance with applicable DOD regulatory requirements and as deemed appropriate by the CGA. At a minimum, security training requirements as required by the DLA One Book and other applicable DOD guidance will be completed annually for; Antiterrorism/Force Protection (AT/FP), Operations Security (OPSEC), Counterintelligence, and Information Security (INFOSEC) and Combating Trafficking in Persons (CTIP). The Contractor shall provide safety equipment while performing hazardous duties in both the office and warehouse environments. The required safety equipment may include, but is not limited to, safety shoes, glasses, harness, and lanyard. SPECIFIC TASKS END USER (HARDWARE/SOFTWARE) SUPPORT REQUIREMENTS The Contractor shall: Provide hardware/software installation, updates, configuration, troubleshooting and resolution. Provide diagnostic assistance at all levels to users of automation to determine the cause and resolution of problems encountered in the use of hardware and software. Refer unresolved problems to DLA Information Operations at New Cumberland, PA. Provide support for all IT equipment, to include network servers, PCs, printers, scanners, portable computers, switches, routers, Blackberry devices, Multi Functional Devices (MFDs), desktop video systems/video teleconference and projection systems that are hooked to a laptop or PC, docking stations and any external peripherals (e.g. CDROM-R/DVD, CDROM-RW, CAC readers, etc.), wireless equipment, and other miscellaneous IT equipment. Equipment is located throughout multiple buildings. Manage and perform equipment relocation, installation, expansion, connection / disconnection, upgrades, support/maintenance, and preventive maintenance of computer systems hardware, documentation, and peripheral devices, to include surveying new installations and moving IT equipment as requested; provide support to include servicing peripherals, such as printers. Test and install computer hardware and software applications and ensure software applications meet end user requirements, and compliance to DLA's Computer Emergency Response Team (CERTs) and Security Technical Implementation Guide (STIG) mandates. Plan and coordinate the removal, movement, and/or installation of computer hardware and software. Provide support for CAC (Common Access Card) deployment. Install smart card readers, middleware, and PKI (Public Key Infrastructure) Certificates. Provide troubleshooting, guidance and training to DLA personnel on use of the CAC card and its software certificates. Provide on-site service for multiple divisions and other remote customers on an as required basis. IT support shall be required for disconnection, connection, installation, or relocation of PCs and associated peripherals. Guidance shall be provided for new equipment installations according to DLA Information Operations standard specifications. Printer maintenance: Install and maintain all types of network and PC attached printers (bar code, pRFID, & laser). Install and configure network print servers. Troubleshoot problems with print servers. Excess IT Equipment: Deliver unserviceable or excess IT equipment to staging area for disposal. Prepare hard drives for disposal in accordance with DLA policy and provide records to the Technical Point of Contact (TPOC). Complete and provide documentation to the Accountable Property Office (APO) to adjust inventory for any relocation or disposal of IT equipment. Software Support: Provide software support to include any subsequent releases/upgrades/patches, configuration, troubleshooting and resolution for various commercial software packages. Provide software integration, identification of products to meet customer's requirements current and future. Provide technical support on software installation and configuration. Utilize approved automated systems to remotely deploy all applicable software upgrades, patches, and mandated DLA CERTs. Maintain IT inventory database for control and location of IT assets. Provide software support to include but not limited to the following: • Microsoft Windows • Microsoft Office • Microsoft Active Directory (AD) • DLA Distribution COTS applications (i.e. WebSphere, Globe Ranger) • Depot-unique applications Contact proper vendor repair personnel for warranty repairs or when proprietary repairs are required. Explain and demonstrate malfunctions to equipment vendors responding to warranty calls or proprietary contractor calls. Verify that vendors who are servicing warranties or making proprietary repairs made proper repairs. NETWORK/LAN ADMINISTRATION SUPPORT REQUIREMENTS A. The Contractor shall: 1. Monitor various systems' performance, troubleshoot system problems, and conduct technical diagnostic analysis to determine the source of the hardware and/or system problem and develop data recovery methods if necessary. 2. Develop and provide support services, including instructions, guidance, and training relative to the use of installed application database software systems. 3. Implement applicable patches including Information Assurance Vulnerability Assessments (IAVAs), Information Assurance Vulnerability Bulletin (IAVBs), and Taskings (TAs) for their network environment (NE). 4. Apply security requirements to the operating system for the network environment (NE) and computing environment (CE) used in their current position. 5. Configure and administer Dynamic Host Configuration Protocol (DHCP), Domain Name Server (DNS), Windows Internet Naming Service (WINS), and Transmission Control Protocol/Internet Protocol (TCP/IP) network support. 6. Receive, process, and report final response/actions for DLA Computer Emergency Response Team (CERT) Taskings and IAVAs to curtail vulnerabilities. 7. Search computer and network logs for unauthorized entry attempts or activity and reporting any findings. 8. Information Assurance (IA) Functions: (a) Examine potential security violations to determine if the NE has been breached, assess the impact, and preserve the evidence. (b) Support, monitor, test, and, troubleshoot hardware and software IA problems pertaining to the NE. (c) Recommend and schedule IA-related repairs in the NE. (d) Manage accounts, networks rights, and access to the NE systems and equipment. (e) Ensure that hardware, software, data, and facility resources are archived, sanitized, or disposed of in a manner consistent with system security plans and requirements. (f) Perform system audits to assess security related factors within the NE. 9. Maintain the network from the routers to end-user workstations. 10. Network troubleshooting of routers, hubs, smart switches, interior cable infrastructure, replacing and repairing as required. 11. Contractor will be required to support and maintain the Secret Internet Protocol Router Network (SIPRNet), requiring the applicable security clearance to access the operational classified environment. 12. Radio Frequency (RF) Support/Service: (a) Determine the location, installation and cabling requirements for access points and antennas. (b) Troubleshoot problems with RF terminals, Smart-Cart system (RF bridge unit, Inverter, Charger, batteries, PC, monitor, printer(s), and RF network service for buildings. (c) Determine optimum configuration for RF Base - RF Bridge and configure the units. (d) Troubleshoot problems with the RF Base - RF Bridge network for 2.4 GHz or later frequencies. (e) Perform troubleshooting normally associated with network-connected terminals for software and hardware problems. (f) Program RF devices and controllers units using Standard Operating Procedures (SOP) instructions provided. (g) Use provided man-lift for the installation of access points, antenna and cabling required for established service and to retrieve defective units for repair. (h) Monitor Map RF for identified problem areas in the RF system. (i) Provide support in accordance with the DLA Information Operations Wireless Policy (refer to Attachment 5.3, DoD Wireless Instructions, 8420.01). 13. Provide Software Support: Provide software support to include any subsequent releases/upgrades/patches, configuration, troubleshooting and resolution for various commercial software packages. Provide software integration, identification of products to meet customer's requirements current and future. Provide technical support on software installation and configuration. Utilize approved automated systems to remotely deploy all applicable software upgrades, patches, and mandated DLA CERTs. Maintain IT inventory database for control and location of IT assets. Provide software support to include but not limited to the following: • Distributed Sniffer software suite • Switch/Router management software suite • Vulnerability Scanning software suite • DLA Distribution COTS applications (i.e. WebSphere, Globe Ranger) • Depot-unique applications PROPERTY ACCOUNTABILITY The Contractor shall maintain care of all Government-furnished property and maintain records in the Defense Property Accountability System (DPAS). At all times during the performance of the contract requirements, title to the mission stock and all other government-furnished property shall remain vested with the Government. In exercising care and custody, the Contractor shall safeguard all Government-furnished property. The Contractor shall provide the proper protection for material under their custody and control. If there is a loss the Contractor shall immediately notify the KO or designee. LIABILITY FOR GOVERNMENT PROPERTY The Contractor shall be held financially liable for loss, damage, or destruction of government property caused by negligence, willful misconduct or unauthorized use. The KO or designee will make the pecuniary liability determination when a Contractor's negligence results in loss, damage, or destruction of Government property. The Contractor shall: Notify the KO or designee immediately when it discovers the gain, loss, damage or destruction of government equipment or property. Conduct an initial search and/or informal investigation into the loss or damage of equipment or property and forward all research data to the KO or designee. Cooperate in any subsequent investigations. INDEMNIFICATION AND LIMITATION OF LIABILITY The Contractor shall indemnify the Government and hold it harmless against claims for injury to persons or damage to property of the Contractor or others arising from the Contractor's possession or use of the government facilities, from its activities, or from its use, care and custody of the mission stock and government equipment and supplies relating to the performance of this contract. When the KO or designee determines that any loss, damage or destruction of mission stock or other government property is caused by the Contractor's negligence, willful misconduct or unauthorized use, the KO or designee may off-set payments under the contract by the determined value of the loss, damage or destruction. The Contractor's liability per occurrence shall be limited to $50,000 with a total limit of liability of $1,000,000 per year. This limit of liability does not apply to the Government's right to indemnification. RECORDKEEPING A. The Contractor shall utilize a Time and Project Tracking System to input consolidated time spent per day on each assigned task using predetermined codes that will be provided within the tracking system. B. The Contractor shall utilize an Incident Ticket Tracking System to identify, schedule, and complete all trouble call actions and requests. C. All documentation, record and databases, as described in this PWS, are the property of the Government. QUALITY CONTROL PLAN DLA is committed to a highly interactive relationship between quality control by the Contractor and quality assurance by the government recipient of services. This relationship shall be achieved through a Prevention Based Quality System dedicated to ensuring the best possible products and services to DLA end users. The Contractor shall provide their final QCP no later than (NLT) 10 calendar days after the start of full performance in accordance with paragraph 6.5B. The Contractor's quality system shall demonstrate its prevention-based outlook by meeting the objectives stated in the PWS throughout all areas of performance (e.g., all functional areas, all APL and non-APL requirements). The QCP shall be developed to specify the Contractor's responsibility for management and quality control actions to meet the terms of the contract. Within 24 hours of completion, the Contractor shall provide to the KO or designee, all reports generated as a result of the Contractor's quality control efforts. This shall include any summary information used to track quality control, including any charts/graphs. The Contractor's QCP shall be incorporated into and become part of this contract after the plan has been accepted by the Government. Changes made after KO or designee approval shall be submitted in writing to the KO or designee for review and acceptance. The Contractor's QCP shall be maintained throughout the life of the contract and shall include the Contractor's procedures to routinely evaluate the effectiveness of the plan to ensure the Contractor is meeting the performance standards and requirements of the contract. DLA Information Operations at New Cumberland, PA located OCONUS will implement a Quality Assurance Surveillance Plan (QASP) to ensure the contractor provides the required services and adheres to quality standards as specified in this PWS. The KO or designee shall monitor performance. This monitoring by the KO or designee shall be carried out via the QASP as identified in the attachment to this PWS entitled, "Quality Assurance Surveillance Plan (QASP) for DLA Information Operations at New Cumberland, PA located at OCONUS. This QASP document shall also ensure the Contractor's QCP effectiveness and provides a systematic method to evaluate the services the Contractor is required to furnish. DELIVERABLES The Contractor shall submit the following deliverables: TIME AND PROJECT TRACKING The Contractor shall input into the Eagle Time and Project Tracking System consolidated time spent on each task completed using predetermined codes that are provided within the tracking system. WORK ORDER/INCIDENT TICKET TRACKING A. Within 24 hours after completion of a work order, the Contractor shall input into the Remedy Incident Ticket Tracking System completed incident documentation WEEKLY STATUS REPORTS The Contractor shall provide a weekly report that identifies work completed for the specified time period, any issues that could not be resolved, and any suspense that could not be met with an explanation for the delay. DOCUMENTATION The Contractor shall provide documentation of workstation/server installations/upgrades, to include screenshots, diagrams, technical specifications, and guidance for future reference. The Contractor shall provide all required certifications of personnel performing work under this contract in accordance with the specifications identified for each certification in this PWS (i.e. IA, MHE, etc.). 6.0 CERTIFICATION AND ACCEPTANCE A. The KO or designee is designated as the point of final inspection and acceptance by the Government of all items and services required by the contract.
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