End User Services Support - South Northern Region

COMBINED SYNOPSIS/SOLICITATION REQUEST FOR PROPOSAL (1) Action Code: N/A (2) Date: 23 December 2016 (3) Year: 2017 (4) Contracting Office Zip Code: 19111 (5) Classification Code: 541519 (6) Contracting Office Address: DLA Contracting Services Office Philadelphia 700 Robbins Avenue, Building # 26/2, North Side Philadelphia, PA 19111 (7) Subject: End User IT Support/Services for South-Northern Region (8) Proposed Solicitation Number: SP4701-17-R-0008 (9) Closing Response Date: 13 January 2017 at 12:00 pm (10) Contact Point: Deno Montgomery, Deno.Montgomery@dla.mil (11) Contract Award: NA (12) Contract Award Dollar Amount: NA (13) Contract Line Item Number: 6 CLINs total (for example see page 78) (14) Contract Award Date: NA (15) Contractor: NA (16) Description: (i) This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR 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 requirement shall be restricted 100% to Small Businesses. (ii) Solicitation Number: SP4701-17-R-0008. This solicitation is issued as a request for proposal. (iii) This solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2005-87. (iv) The North American Industrial Classification System (NAICS) code for this acquisition is 541519. This requirement shall be restricted 100% to Small Businesses. The size standards in millions of dollars is $27,000,000.00. (v) BASIS FOR AWARD: Award shall be made to a responsible small business whose proposal represents the lowest price technically acceptable (LPTA) offer. See page 57 for an example of the Contract Line Item Number (CLIN) format to be meet. (vi) Schedule of Items/Statement of Work: DLA Information Operations (J6) has a requirement for End User IT Support/Services. Statement of work is below. (vii) The Period of Performance will be aligned with a regional concept. The base period will have multiple sites with staggered starts and a common end period, option periods will all have the same start and stop dates. South-Northern Region Base 2/1/2017-1/31/2018 Richmond 2/1/2017-1/31/2018 Cherry Point 2/18/2017-1/31/2018 Norfolk 5/2/2017-1/31/2018 Acceptance is at place of performance. (viii) The provision at FAR 52.212-1 Instructions to Offerors - Commercial applies to this acquisition. (ix) The provision at FAR 52.212-2 Evaluation Commercial Items applies to this acquisition. Evaluation will be low priced technically acceptable. (x) The clause at FAR 52.212-3 Offeror Representations and Certifications - Commercial applies to this acquisition. (xi) The clause at FAR 52.212-4 Contract Terms and Conditions - Commercial applies to this acquisition. (xii) The clause at FAR 52.212-5 Contract Terms and Conditions Required To Implement Statutes Or Executive Orders - Commercial applies to this acquisition. (xiii) NA (xiv) NA (xv) INSERT DATE TIME AND PLACE OFFERS ARE DUE (xvi) INSERT NAME AND TELEPHONE NUMBER OF THE INDIVIDUAL TO CONTACT FOR INFORMATION REGARDING THE SOLICITATION. SECTION 1: PERFORMANCE WORK STATEMENT (PWS) 1.1 BACKGROUND The Defense Logistics Agency provides worldwide logistics support for the missions of the Military Departments and the Unified Combatant Commands under conditions of peace and war. In support of Defense Logistics Agency's (DLA's) mission, DLA Information Operations, J6, is the Agency's knowledge broker, providing comprehensive, best practice Information Technology (IT) support to the Department of Defense (DoD) and DLA Business Community resulting in high quality information systems, customer support, efficient and economical computing, data management, and telecommunication services. DLA Information Operations (J6) has the responsibility of providing End User IT support services for its user population as well as those of other DLA, DoD and contractor entities and the activities that these organizations support on DLA operated facilities. The Information Operations Stakeholder Integrated Services, Customer Support and Readiness (J63A) office is responsible for providing Enterprise IT Helpdesk and Desktop End User Support functions worldwide. End User / Desktop Support work is provided by a mix of government and contractor personnel and is divided into Regions for support efforts. These regions are: Europe/Africa/Southwest Asia, Northeast United States, National Capital Region, Southeast United States, Central United States, Western United States and Pacific. Some of these regions will be split up to Sub Regions due to their Geographic size and/or scope of effort. The purpose of this document is to provide objectives and requirements for Information Technology (IT) End User customer support for DLA users at DLA facilities and locations as prescribed herein. IT support is typically aligned based on levels of responsibility and capability. The IT Incident Management goal is to return to normal service level, as soon as possible, with the smallest possible impact on the business activity of the organization End User. The IT Incident Management process is handled in a tiered approach. - Initial Contact: This level is typically the initial contact with the customer and handles requests for service (i.e. incoming calls, emails, walk-ins, reports, letters, radio requests, etc.), assesses the impact, severity, and priority of the incident; and attempts to resolve the problem during the initial customer contact. This is work provided by another part of the IT organization. - Direct Customer Support: This level can be referred to as desktop support and includes typical touch labor functions, remote control support processes, management and maintenance of IT equipment used by the DLA End User. This level will typically be provided incident or service request tickets for issues / problems not resolved on initial contact. Due to the proximity to the customer, this level may receive initial contact requests with the customer and should accept and enter those requests into the call management system. - The final level of support, and not included in this requirement is back end systems administration / application development. This is work provided by another part of the IT organization to strives to maintain systems availability and security. Service requests (work orders) are also managed and are standard services when a user requests support, delivery, information, and advice which are not a result of a failure in the IT infrastructure. Special Notice: Primary initial contact support will be provided by the DLA Enterprise Helpdesk (EHD-T1). The EHD-T1 provides a single point of contact (SPOC) serving the DLA's 36,000+ end users at various global locations. EHD service provider performs a multitude of activities. They answer DLA's End Users' calls, emails, and web submissions, via contractor provisioned, configured and managed technologies. They log all trouble tickets into a government provided incident and service management solution conforming to ITIL v3. The technology is configured and managed by the government. 1.2 Objective and Scope The objective of this initiative is to provide End User IT Operations Services/Support to all DLA users/customers in a geographic area. This service/support will be focused primarily on the users that are located in the South-Northern Region area and may be defined to a subset of that region - see Attachment 1 for specific locations. The Contractor shall ensure that all customers, whether in the defined service area, teleworking, working remotely, or at another duty location receive the same high quality service and support. This effort shall continue to promote commonality of function and administration. The scope of this effort is to provide IT End User operations and support for users of DLA information systems to include the Non-Classified Internet Protocol Routing Network (NIPRNET) and Classified Secret Internet Protocol Routing Network (SIPRNET), and theater based specific networks. IT support is required for the Technology Management of DLA systems resources at the locations identified in the Place of Performance. 1.2.1 Incident Management. The Contractor shall triage, identify, work and resolve IT incidents encountered by DLA IT system users, by following and complying with approved DLA standard operating procedures. The goal is to return DLA users to productive service within the timeframes identified in the performance metrics of this contract. 1.2.2 Service Request Management. The Contractor shall resolve IT service requests assigned by following and complying with approved DLA standard operating procedures. This includes but may not be limited to request for changes in environment, installation, move or change in computing hardware or software, or changes to the physical infrastructure. 1.2.3 Escalation Management. The Contractor shall immediately escalate Incidents or Service Requests that are outside the scope of their responsibility to the appropriate work group. The Contractor shall follow and comply with DLA standard operating procedures. 1.2.4 Program Management. The Contractor shall provide program management support to ensure that work performed over the life of the contract is managed efficiently and effectively and that requirements and performance goals are met. The Contractor shall review services provided and recommend improvements to DLA IT operating procedures that will provide gains in efficiency and customer satisfaction while reducing operating costs. 1.2.5 Support Environment. The Contractor shall provide End User support, to include configuration, build, tear down, placement, maintenance and administration for the following types of equipment: desktops, laptops, thin clients, Windows and Apple Tablets, Scanners and digital plotters, Desktop and Network printers, iPhones with CAC reader, other mobile devices, monitors and VOIP desk phones and other devices as defined by the government. 1.2.5.1 Contractors shall be required to support systems and users operating on classified networks and to provide incident response as a result of spillages and systems recovery efforts. The Contractor shall ensure that a minimum of the identified support staff maintains active SECRET clearances for support purposes. 1.3 Specific Tasks 1.3.1 Program Management Support The Contractor shall provide program management support to ensure that work performed over the life of the contract is managed efficiently and effectively and that requirements and performance goals are met. The Contractor shall ensure that DLA systems support are planned, developed, tested, deployed, and operated in a controlled manner. Communications between all team members is critical to ensure that DLA users, networks, and systems are successful. The Program Manager shall be the single point-of-contact to ensure effective program management, direction, administration, quality assurance, and control of the contract. 1.3.1.1 Transition Plan: The Contractor shall provide a transition plan identifying project in- and out- transition processes and schedule. The Contractor shall plan and execute a support transition plan for the sites listed in Attachment 1, to begin support transition on the date identified and to provide full performance on, or before, the full performance date as specified in this contract. 1.3.1.2 Weekly Meetings. The Contractor shall meet weekly with the COR/COTR to discuss issues, concerns, and on-going efforts, as well as address identified program risks and action items. 1.3.2 Project Management The vendor shall develop project plans, determine additional hardware requirements, and recommend strategies to meet government requirements for the deployment of new software and Operating Systems as required, at the direction of the government. 1.3.2.1 Service Collaboration. The vendor shall collaborate with all other J6 Enterprise Service Areas (ESAs) and contract support teams required to provide and maintain world-class services for the DLA customer. The Vendor will be required to interface with other vendor personnel performing on other contracts awarded by the government in support of Information Technology management. Vendors providing IT support to the DLA customer should collaborate and coordinate actions to the maximum extent possible to alleviate contention for resources or duplication of effort. Issues arising from lack of collaboration shall be brought to the COR / COTR attention immediately. 1.3.3 End User Support (Desk-side and Remote Assistance) The goal of Desktop Support Services is to maintain and return customers to normal IT Operations, as soon as possible, with the smallest possible impact on the business activity of the organization's End User(s). The vendor shall provide local and remote Technical Support Services for end user support on the NIPRNET and SIPRNET for DLA users/customers/activities located in the defined service locations. The vendor shall provide more complex support for IT Solutions software and hardware service request/incident processing for End User issues that are not resolved at Initial Response Support level. This support includes the tracking of incident/service request from receipt through closure using a DLA Trouble Ticket Tracking System. DLA J6 currently utilizes the "Commercial Off the Shelf" (COTS) software "BMC Remedy"; however, the vendor shall use the system provided by DLA to remain consistent across the DLA Enterprise. The Contractor shall provide IT support in the following task areas: 1.3.3.1 Device Build, maintenance and administration. The vendor shall provide hardware/software configuration of desktop, laptop, thin clients, mobile devices and printer/scanner devices as required by DLA standards. This shall include setup, installation, initialization, and test of hardware/software, operating systems (OS), interfaces (user, network, and applications), and standard applications. The vendor shall perform troubleshooting and reconfigurations due to problems, performance issues, or requirement changes. Baseline configurations shall be applied using disk-imaging utilities. The vendor shall utilize a DLA standard workstation image, deploy the image to the staged hardware and deploy the system to IT Systems as required. 1.3.3.2 IT Incident and Customer Service. The vendor shall resolve IT Incidents assigned to their workload queues in the government provided Trouble Ticketing System within the timeframes required in this performance work statement. The timeframe is defined as the time from when the incident ticket is placed in the support group queue in the trouble ticketing system until the time the problem is resolved and verified with the user. These include but are not limited to: - IT Incidents involving Very Important People (VIP) must be resolved within 4 hours (PPS and Outside of PPS) 98% of the time. - High/ Critical priority Incidents will be resolved within 4 PPS business hours 98% of the time. - Medium and Low Incidents will be resolved within 3 business days 98% of the time. - Speed to Assign Incidents will be completed < 1 hour 85% of the time - Initial Response to the Customer (e.g. Email, Phone, Office Communicator, Skype for Business) for Incidents will be processed <4 hours 85% of the time during PPS. 1.3.3.3 IT Service Requests. The vendor shall review, take action and resolve IT service requests assigned (See Attachment 3), to include documenting resolution and actions taken in the trouble ticketing system. This includes but may not be limited to request for changes in environment, installation, move or change in computing hardware or software, or changes to the physical infrastructure. Service requests shall include work required by another J6 Enterprise Service Area (ESA) in support of overall mission completion. The timeframes for service request resolution as defined in this contract are: - Work Orders / Service Requests shall be resolved within 5 business days 85% of the time. Service Requests that are awaiting delivery from resulting from a procurement shall be placing in a "pending" status and resumed when the item is available. - Speed to Assign Work Order / Service Request will be completed < 1 business day 85% of the time. - Initial Response to the Customer (e.g. Email, Phone, OCS) for Work Order / Service Request will be processed <3 days 85% of the time. - Service Request resulting from a Computer Emergency Response Team (CERT) Tasking. The Vendor must coordinate, manage, implement, track and support all CERT issued guidance in the timeframes specified in the messages. Preliminary analysis must be completed within 48 hours of receipt and posted in the appropriate tracking system as determined by the Government. If a Plan of action and milestones (POAM) is warranted, it must be submitted to the Government 5 working days prior to the due date unless otherwise specified in the CERT Tasking. - Utilize approved automated systems to remotely deploy applicable software upgrades, patches, and mandated DLA CERT tasking's. - Remediate scan result findings as required. 1.3.3.4 Software Support. The vendor shall provide software support: - Provide software integration, identification of products to meet customers' requirements current and future. - Provide technical support, software installation and configuration. - Augment support for releases/upgrades/patches, configuration, troubleshooting and resolution for various software packages. - Provide feedback to Application Developers regarding Commercial Off The Shelf / Government Off The Shelf (COTS/GOTS) software code or software defects. 1.3.3.5 Device wiping and restoration. The vendor shall wipe and/or restore to working order IT equipment where practical. Devices that have been designated to be no longer useable or to be disposed of shall be wiped of data in conformance with DLA and DoD standards. 1.3.3.6 Asset Management. At sites without a formal asset management team, the vendor shall provide asset management functions including management of shelf stock, shipping and Return Merchandise Authorization (RMA) services as needed for the locations identified in this document. The vendor will be required to keep inventory records current in the DLA Inventory Tracking and Management (ITAM) system. For sites with formal asset management team members, the Contractor shall only be required to assist in prepping items for shipment or final disposition to include cleaning and wiping of data. Sites that require the vendor to provide full asset management support will be identified in the site location attachment. At these non-prime locations the vendor shall provide minimal asset management support to include maintaining a minimal stockpile of spare equipment to support the on-site customer as directed by DLA Asset Management (J64). This support includes asset accountability, storage and issue tracking. The vendor will not be expected to complete annual wall-to-wall inventories. 1.3.3.7 Installations, Moves, Adds, Changes (IMAC). The vendor shall be responsible for coordination and the physical execution of Installations/Moves/Adds/Changes (IMACs). One IMAC should include a workstation, monitor and peripherals associated with an individual, where applicable. One IMAC should also contain the removal, storage, and subsequent replacement of such equipment during office furniture modification, and other applicable events, and operational verification once finished. IMACs shall be completed on the prescribed date on the service request but not later than 5 days from submission. 1.3.3.8 Technology Refresh. The vendor shall plan for technology refreshes as determined by the government. The vendor shall anticipate, plan, and augment staff appropriately for technology refreshes. The vendor shall ensure user data is safeguarded and properly secured during device replacements or refreshes. The vendor shall plan for a 20% replacement per year. Surges may be required for upgrades to technology or operating systems. 1.3.3.9 Mobile Devices. The vendor shall provide sustainment support and the installation, configuration and maintenance of the DLA-Wide Mobile Device services, to include, but not limited to: - Manage, maintain, support, troubleshoot and optimize mobile solution presently in place while making suggestions and adjustments to future needs. Keep pace with new products and enhancements to mobile technology. - Assist the government in providing technical reviews for mobile computing devices. - Respond to user requests for service and/or information for their mobile device needs. - Deploy enterprise applications and software for mobile devices, to include wireless air cards, access points and Operating system updates. - Train End Users on mobile device technology - Assist with the deployment of security and device management policies 1.3.3.10 Special Needs Support. The vendor shall provide technical support and assistance for users with special needs. This support includes work such as requests for hardware/software to support persons with disabilities. Examples include but are not limited to: ZoomText, JAWS, Dragon software, Sorensen/Z5 video phones, tablets or other type of video enabled devices. 1.3.3.11 Ancillary Services. The vendor may be required to augment other DLA vendor/service areas to include but not limited to: installation/removal of hardware components, installing patch cables and/or power cycling of devices. 1.3.4 DLA Information Operations Enterprise Initiatives There are or may be many DLA Information Operations initiatives underway to update, consolidate, and/or streamline IT operations and capabilities across the DLA enterprise. The Contractor shall participate in meetings and discussions and provide technical expertise/recommendations and support for these initiatives as requested by the government. The Contractor shall also provide support in the deployment of these initiatives. Note: Should any contractor participation pose itself as a potential conflict of interest, the Contractor shall notify the contracting officer immediately for review and a determination. 1.3.5 Mobile Computing Support and Administration DLA uses mobile computing within their operating environments; these items include, but are not limited to; Handheld PCs (scan device), Tablets and Tablet PCs. These devices may run a variety of mobile operating systems, including Android OS, Windows Mobile OS, Apple's iOS, and even genuine existing Windows desktop OS. DLA J6 has the responsibility for program management of all mobile computing devices used by DLA users. Throughout this initiative, the government will be responsible for fielding questions from the DLA enterprise to determine requirements and ensure that there is a standardized solution set. The Contractor shall provide end-to-end service and support for mobile computing devices and infrastructure to include administration, configuration, troubleshooting, maintenance, technical support, software deployment and coordination with external support resources. The Contractor shall provide hardware and software technical support and administration for all mobile computing devices; this will include the operating systems identified above. Specific device support in the way of hardware, software or device drivers shall be supported by the Contractor. The Contractor shall: - Assist the Government in market research for new and replacement systems for mobile computing devices. - Assist the Government in providing technical reviews for mobile computing devices, including validating operating systems and hardware to meet DoD security requirements. - Install and configure mobile devices to the government's specifications. - Provide software deployment to mobile devices at the direction of the government. - Provide troubleshooting and technical support to End User on mobile devices. - Provide support, in conjunction with vendor provided support, for all mobile computing devices. - Provide training for mobile devices to users. 1.3.6 Wireless Device Administration The Contractor shall provide local telecommunications technical support and administration for commercial mobile telecommunications and mobile devices to include but not limited to, cell phones, air cards, MiFi, iPhones, and iPads. This technical support shall be provided to all applicable DLA users within the area of this PWS, and remote users when applicable. Coordinate with the government as needed with the COR/COTR for telephony services. Support includes international services for deployed personnel as well as additional support for other DLA locations as determined by the Government. The Contractor shall: - Assist the Government in obtaining market research quotes for procurement of new and replacement systems for cell phones, air cards, MiFi, iPhones, iPad and/or current DLA mobile device hardware/services. - Assist the Government in providing technical reviews for mobile telephony services and hardware requirements. - Provide support, in conjunction with vendor provided support (e.g. Sprint, Verizon, AT&T, etc.), for all wireless devices. 1.3.7 Application Administration The Contractor is responsible for application support of COTS applications as determined by the Government. The Contractor shall also work with the Government on enterprise application initiatives. A sampling of approved applications and software to be supported within our environment can be found in the DLA IT Solutions Document on eWorkplace. 1.3.8 Problem Identification and Resolution Contractor shall respond to Government requirements in a professional and timely manner; they shall complete work fully and on-time, with no rework, within the due dates/timeframes specified. Attachment 1 - List of sites identifies the current breakdown of IT Incidents and service requests (work orders) by site. This information is provided as work estimates only. The Contractor shall be responsible for identifying and bidding specific workload. They should expect the number of incidents and service requests to fluctuate +/- 10 percent per year. Tickets shall be recorded and tracked from cradle-to-grave in the DLA ITSM trouble-ticket application. Work will fall under two main categories: Incidents and Service Requests (Work Orders)/Tasks. 1.3.8.1 Incidents. An Incident is often referred to as a "break/fix." As the term "break/fix" suggests, an incident is used when a user(s) requests support, delivery, information, and/or advice as a result of a failure/degradation in IT equipment/infrastructure. The Contractor shall manage incidents using DLA standard operating procedures and within the timeframes required by this contract. The Contractor shall verify problem resolution with the customer prior to ticket closure. In addition to capturing all of the workload, the Contractor shall contribute to a problem resolution knowledge base to assist in resolving problems. The Contractor shall research the problem, determine cause, and recommend corrective action. Problem reports shall be recorded, tracked, and resolutions entered into the DLA provided problem tracking system. 1.3.8.2 Service Requests (Work Orders)/Tasks. Work orders/Tasks are generally for standard services when a user(s) requests support, delivery, information, and/or a device which are not a result of a failure/degradation in IT equipment/infrastructure. Work order requests will describe the work to be performed/accomplished, as well as designate the date the work is to be accomplished. If a due date is not specified in the work order request, standard Service Requests timeframes apply. If the work requested by the user/Government requires support/service(s) to be performed by more than one functional area (i.e. LAN, EUS, Telecom, etc.), tasks shall be utilized within the current ticketing system. In this situation, the work order would capture the overall work to be performed and individual tasks would be created for each functional area to perform their respective duties/work to accomplish the requested work. The level of criticality placed on a work order/task is not predictive of a specific due date. The criticality is an evaluation of the work to be performed relating to the respective ESA and/or functional areas' missions; classification will be either "Routine," or "Priority." The Contractor shall anticipate projects that are highly critical to the respective ESA and/or functional areas' mission(s) but may take several days/weeks to accomplish and vice versa. All actions in response to work orders/tasks shall be documented within the work order/task resolution field(s). 1.3.9 LOCATION UNIQUE TASKS 1.3.9.1 Not Applicable 1.3.10 Transition Period 1.3.10.1 The vendor recognizes that the services under this contract are vital to the government and must be continued without interruptions and that, upon contract expiration, a successor, either the government or another vendor, may continue them. The vendor agrees to exercise its best efforts and cooperation to effect an orderly and efficient transition to a successor. No additional compensation will be allowed for this period. 1.3.10.2 The transition period shall not exceed 30 days in which the successful offeror shall gradually assume workload as defined in their transition plan. The successful offeror shall be responsible for all work and all pending work on the first day following the transition period. The KO will determine the start of the phase-in period by issuing a "Notice to Proceed." 1.3.10.3 The vendor or government shall assume full operational responsibility for all tasks upon successful completion of all phase-in tasks and approval by KO or the DLA J6 COR. When operational responsibilities are assumed, follow-on vendor shall immediately begin operations in accordance with the PWS requirements. 1.3.10.4 The follow-on vendor shall provide a Transition Plan to include a Staffing Plan as part of the proposal. The approved transition plan of the successful offeror will be incorporated into and become part of the resulting contract. 3.3.10.5 At a minimum, the following data/documentation/information shall be provided by the vendor to the transition Contractor and the Government: - Local Point of Contact (POC) information at all sites (name/address/phone numbers) - All process standard operating procedures and supporting documentation from all areas - Current status of all open incidents and work orders - Tokens, RSA devices or other access control tools shall be returned to the government at end of contract 1.3.10.6 Phase-out services will be handled in accordance with FAR 52.237-3, Continuity of Services. 1.3.11 Transition Plan The Contractor shall provide a written plan for the transition of services from the incumbent Contractor to the transition Contractor to perform all IT Operations actions required. The finalized Transition Plan shall be provided at time of contract award and shall describe all transition requirements/personnel provided by the Contractor to execute the transfer of knowledge, as well as processes and schedule. During the transition phase, the Contractor shall provide weekly transition progress reports. The Contractor shall submit all written plans, updates and progress reports electronically to the Government. 1.3.12 Staffing Plan The Contractor shall provide a staffing plan that includes listings of key personnel, identified locations where on-site contractor staff will be located, with contractor quantities as part of its proposal. Contractor personnel identified on this contract shall have and maintain their required DoD 8570 security and industry competency certifications prior to starting work as part of this contract. 1.3.13 Training The Contractor sha...