Intelligence and Research Information Support System (INRISS) O&M

This is a Request for Information (RFI) as outlined in FAR 15.201(c)(7). The purpose of this RFI is to accomplish market research pursuant to Federal Acquisition Regulation (FAR) Part 10, and to identify vendors capable of performing the functions described herein. The Government is requesting information FROM SMALL BUSINESSES regarding services to support the Bureau of Intelligence and Research's Intelligence and Research Information Support System (INRISS). This notice is issued solely for information and planning purposes and does not constitute a Request for Proposal (RFP) or a commitment on the part of the Government to conduct a solicitation for the below-listed services in the future. Respondents are advised that the Government will not pay for information submitted in response to this RFI, nor will it compensate respondents for any costs incurred in the development/furnishing of a response. The Government will not entertain telephone calls or questions for this RFI. Please note that a decision not to submit a response to this RFI will not preclude a vendor from participating in any future solicitation. Section 1: RFI Response Submission Instructions: Responses to this announcement shall be limited to no more than ten (10) pages. Respondents are requested to provide the following information: I. Company Profile A. General Business Information, to include: - Company Name: - Company POC: - Email: - Phone : - DUNS N umber; - CAGE code, if applicable: - Socioeconomic Status und er NAICS 541512 (IMPORTANT): - Registered in SAM? Y/N - Excluded Party List? Y/N - List all GWACs your firm holds across government: - List all active or recently expired (within the last yea r) contracts/orders with the Department of State: - List any active or recently expired contracts/task orders your firm has held with an entity of the Intelligence Community (IC): II. Recent/Relevant Experience, to include: Company and Personnel Experience: - Address the requirements contained in the DRAFT SOW (pasted below). In addressing the requirements, weight and detail paragraphs and bullets as deemed appropriate. DoS experience is not required, but Intelligence Community experience is highly desired. - Provide recent/relevant experience, capabilities, contracts, and customer information as you deem appropriate. This includes experience of any potential program manager(s) that might be proposed as key personnel. - For past performance cited, include a POC at the Government Agency or business at which work was performed. - List any performance issues that were encountered, and how your firm addressed and mitigated the issues. Please also list any partial or complete terminations, for convenience and/or cause. _______________________________________________________________ Section 2: Draft Performance Work Statement / General Requirements *Note that this was meant to be an attachment but as FBO has been experiencing issues with attachments for quite some time, the draft requirements are pasted below. Background: The U.S. Department of State (DoS), Bureau of Intelligence and Research (INR) mission is to ensure that U.S. diplomacy is informed by the best possible intelligence and analytical insights, and that Intelligence Community (IC) activities are consistent with and supportive of the country's national security and foreign policy objectives. The primary purpose of INR is to manage intelligence information to serve the foreign and domestic needs of the Secretary of State, the President's representatives (ambassadors) and functional and regional DoS bureaus. The Intelligence and Research Information Support System (INRISS) is the primary information processing system utilized in INR. In addition, it also interfaces with other IC activities and Communities of Interests (COIs). The INRISS system became operational for Sensitive Compartmented Information (SCI) processing in 1987. It is operational 24 hours a day, 7 days a week, 365 days a year. The system is continuously evolving to meet the requirements of the INR analysts and the IC. Evolvement includes the development of technology needed to improve product quality, modernization of processes, ensuring product reliability and facilitating the rapid dissemination of INR products. There is a subsystem of INRISS, termed e-Intel, which allows for the electronic delivery of finished intelligence to clients located in approved Sensitive Compartmented Information Facilities (SCIFs) for use by cleared and approved TS/SCI individuals in their respective Bureaus. e-Intel also allows for the communication with other Intelligence Community (IC) counterparts though IC-Email, web sites, blogs, and Community of Interest (COI) sites. INRISS and e-Intel consists of commercial off the shelf (COTS), government off the shelf (GOTS) and specifically designed software to integrate layered products in support of INR analyst requirements. In addition to TS/SCI systems, INR maintains a presence on ClassNet and OpenNet, the Departments SIPR/NIPR equivalents. Objectives: The objectives of this task/delivery order are to maintain and improve INRISS and Department of State collateral networks by providing assistance in managing, operating and supporting the IT infrastructure; network, security and integration services; software services; systems engineering; and performance measurements. To achieve these objectives, INR requires contractor support in the areas of project management, security, systems administration, networking, operations, user assistance, training, documentation and advanced technical studies. Additional objectives include, but are not limited to: a. Maintain network and system availability at 99.5% annually b. Standardize the system to IC, DOD and DoS compliance c. Maintain the system as specified in the pertinent ICDs (Intelligence Community Directives) and DoS Directives Following a performance-based acquisition approach, the contractor shall provide the necessary highly-skilled, experienced, technical personnel and support services to meet or exceed the INR program objectives. Scope of Work: The scope of this task/delivery order includes: Seeking innovative ways to continue providing support, maintenance and enhancements as outlined in the Task Areas that are stable, secure and responsive to the needs of INR; Develop, document and execute plans for monitoring, assessing, updating and verifying security controls across all major information systems. Obtaining Information Technology (IT) support services necessary for requirements definition, design, development, implementation, deployment, and operations and maintenance (O&M) for VMware solutions, Database, Citrix, Exchange, Windows, server roles such as Active Directory, file servers, networking systems, web sites, etc; and services acquired will also include program management and administrative support necessary for the preparation and update of systems documentation and related services. The contract shall provide engineering, security, documentation and user support for various IT security systems, these include but are not limited to IDS, HBSS, ACAS, RedSeal and industry scanning tools, GOTS toolsets and various COTS toolsets inherent in to the declared systems. Hardware platforms supported include Cisco and HP blade servers and a mixed environment of thick and zero clients. Network systems to support include a wide-array of Cisco devices and firewalls. The contractor shall also provide engineering and administrative support for the various Storage Area Network (SAN) in place. The contractor will also support the bureau's backup solutions which include CommVault Simpana software as well as legacy versions of Symantec Backup Exec. In addition, administrative support for the McAfee Host-Based Security System (HBSS) will be required. The contractor shall maintain the current DoS systems and enhance the current INR systems. Hardware platforms currently in use include a mixture of traditional 1U and 2U servers, as well as blades and their associated chassis. INR currently maintains one network with zero client devices with VDI backend support. On its other networks, traditional thick clients are used. Network devices include type 1 encryptors, network routers, and both access and distribution layer switches. The contractor shall provide support for several different on site SANS using both iSCSI and Fiber Channel protocols. The contractor will also maintain the bureau's backups both on tape and disk, as well as on and off site. In addition, the contractor will work with the ISSM/ISSO to support enterprise security products (i.e. McAfee Host Based Security System). Performance Work Statement: All personnel assigned to this task order require a Top Secret/SCI security clearance prior to contract performance. Task 1: Project Management Services. The contractor shall provide INR with project management expertise for the execution of the project. The contractor is responsible for developing and maintaining a project management plan. The plan shall include a Work Breakdown Schedule (WBS), activities list, network diagram, risk assessment and response plan, cost estimates for resources and staffing, estimated resources for completion and a communications plan. The contractor shall provide project management support through a range of activities but not limited to: a. Designating a single point of contact (POC) as the Program Manager for the purpose of communicating issues, concerns or problems that arise during the performance of this task order b. Providing all necessary personnel, administrative, financial, and managerial resources necessary for the support of this task order c. Ensuring that costs are contained within the budget parameters established by approved budgets d. Ensuring a rigorous, focused and highly effective implementation of quality principles and techniques e. Following policies and procedures to protect sensitive information, including information provided on a proprietary basis by other contractors, the IC and other public entities f. Evaluating and modifying on a regular basis approaches and processes for performing work under this task order including cost, service level and performance objectives in delivering quality products and services to INR customers, as well as use of standard processes to increase efficiency and consistency of work outputs g. Working with INR to identify any emerging technologies or tools that will improve overall customer services or network infrastructure h. Ensuring sufficient numbers of qualified staff members are available to perform the duties of this task order i. Providing all deliverables to the Government Technical Manager (GTM) as specified in this task order j. Interface with DOS and IC elements for the planning, design, and implementation of network systems and services at the SCI level. k. Prepare plans and manage activities related to physical movement of users' equipment and services within DOS facilities. l. Ensure compliance with IC Initiatives, Directives, DOD and DoS notices. m. Provide technical leadership in the operation and enhancement of INR Systems. n. Participate in the local INR IT CCB and provide technical input, guidance, and management expertise. o. Provide information to the customer on a weekly basis summarizing activities performed by the contract. p. Coordinate with DOS Facilities Management Services and DOS Information Resource Management in order to upgrade, enhance and or repair various components of the Data Centers, network infrastructure, Communication Equipment rooms required to deliver services to the user's desktop. q. Interact with DOS Diplomatic Security regarding network system security, A&A activities, and the deployment of special access program (SAP) devices, SCIF requirements, and staff SCI clearance management. r. When appropriate, attend IC DoS coordination meetings at the request of the government. Task 2: User and Network Support Services. User Support: The contractor shall provide INR on-site customer support at multiple tier levels. The contractor shall operate and maintain a fully functional INR Help Desk facility providing on-site support for business hours 7:00 a.m. to 6:00 p.m., Monday through Friday (except for Federal Holidays) to approximately 1500 internal and external users on three different networks across the Department. Limited 24/7/365 Help Desk support expected at all other times. a. Providing support that meet the 24x7x365 core support requirements for INR b. Responding to user calls via email, telephone or in-person c. Entering calls into a trouble ticket system d. Troubleshooting user issues/problems e. Resolving user issues/problems via email, telephone or visit f. Closing trouble call tickets g. Interfacing with customers, providing remote and/or desk side IT support h. Ability to contribute effectively in a high-pressure environment i. Working as part of a team j. Taking ownership of user problems and being proactive when dealing with user issues k. Capturing and providing accurate information l. Prioritizing workloads to meet targets and deadlines m. Ability to be polite and courteous at all times n. Ability to decipher what the users are saying and to put that into actionable and appropriate words in the helpdesk ticket o. Analyzing, troubleshooting, deploying and maintaining computer hardware and peripherals p. Replacing, upgrading, and maintaining hardware and software q. Supporting and maintaining user account information including rights, group policies, security and systems groups r. Supporting users in the areas of Windows desktop applications , Active Directory (re-setting passwords, enabling/disabling accounts, adding workstations and servers to the domain), Workstations, Zero-Clients, Thin-Clients, and printers s. Developing, documenting, updating and implementing helpdesk support service procedures as necessary t. Establishing escalation processes u. Assist with maintaining a software and hardware inventory by location with inventory records updated upon equipment arrival, move, or change in condition v. Developing procedures which improve the productivity and effectiveness of user activities w. Developing and maintaining user manuals to reflect the best use of the system by novice and expert users x. Training new INR users and providing refresher training to other staff members y. Assisting in the development and management of boolean and concept queries for the effective management of user profiles for message retrieval z. Supporting Oracle and MS SQL databases aa. Supporting Red Hat Enterprise Linux bb. Provide guidance and support to users in the effective use of INR SharePoint sites and INR Publication Macros. cc. Act as local system administrator for internal and external systems. including IC PKI creation and management, and GO accounts. dd. Assist uses in establishing access to IC PKI enabled web and SharePoint sites. ee. Develop customized training for new analysts in the effective use of INR systems, tools and technologies in the pursuit of their analytical mission. ff. Assist users in the use of the conference room Audio Visual equipment and the portable AV setup. gg. Troubleshoot user network access and infrastructure problems and effect repairs. hh. Troubleshoot hardware or disk drive problems are repair, replace or reimage equipment as necessary. ii. Troubleshot telephony related problems including VOIP, Call Center and Legacy system integration issues and resolved them. jj. Maintain a Traveling Blackberry program for the bureau. kk. Providing monitoring of INR's classified and unclassified systems ll. Providing early warning of potential network issues before they impact the network after core hours mm. Monitoring temperatures in the data center nn. Create system accounts using developed templates for each user on INR networks or systems. oo. Review and respond to risks and vulnerabilities identified by the DOS iPost application on the collateral DOS enterprise LANs. pp. Maintain and manage the printer toner inventory and distribution supply chain. qq. Interface with DOS, IC, and external entities to resolve message transmission problems and control the retransmission of missing message traffic. rr. Maintain the network monitoring application configuration and respond to identified system faults. ss. Provide for effective monitoring and management of system resources to include disk space management, application performance, and network throughput. Network Support: The contractor shall manage and maintain all of INR's internal networks. LAN physical infrastructure consists of a mixture of both fiber and copper, while the logical is a mixture of several networks utilizing various VLANs, firewalls, and routes. The contractor shall provide INR network support and systems engineering through a range of activities that include but are not limited to: a. Evaluating COTS hardware and software b. Providing verification and validation of hardware and software c. Providing network/systems engineering and enhancements d. Providing network/systems integration management and testing e. Providing integration of new technologies into existing infrastructure f. Identifying and defining scalable solutions g. Identifying and using proven network engineering solutions and current industry protocols. h. Providing securable approaches for solutions i. Providing flexible configuration j. Adhering to all IC, DOD and DoS standards k. Providing Top Tier support for Active Directory, server and client OS and Windows related issues l. Assisting and performing in the design, engineering and implementation of all INR domains and infrastructures m. Providing network design and engineering to increase network speed, reliability, and availability n. Designing, engineering, improving, and implementing security, confidentiality, integrity and availability, of Active Directory, server and client systems, privileges, and administrative accounts in accordance with existing procedures and policies, which are established by the IC, DOD and DoS o. Maintaining, upgrading, troubleshooting and monitoring of the core infrastructure hardware devices and software for all INR systems and networks p. Performing all Active Directory functions (setup, design, engineering, management, etc.) related to the INRISS and e-Intel infrastructure q. Providing support and build design for server and client OS r. Adhering to established SOPs and the INR IT CCB for suggestion and necessary changes s. Conducting appropriate and thorough testing of any new tools or enhancements prior to being implemented into a production environment t. Serving as knowledge experts in regards to confidentiality, integrity and availability for all INR systems and networks u. Identifying, evaluating, testing, implementing and deploying cost-effective tools that assist in managing all INR systems and networks v. Ensuring the availability, functionality and performance of tools used by the network various INR teams w. Working with the INR ISSO/M to implement and maintain security compliance solutions x. Assisting and participating in establishing, refining, implementing and maintaining Standard Operating Procedures, policies, federal directives, evaluation reports, internal processes and baselines as they relate to the management and support of all INR systems and networks Upgrading network device operating systems and Apply patches to the routers and switch as part of the quarterly A&A or as directed by ISSO/ISSM. y. Provide implementation and troubleshooting support for KG Type 1 encryption devices and Borderguard solutions. z. Provide support to external agencies in the setup, implementation and troubleshooting of their networks within INR facilities or riding on INR's infrastructure. aa. Provide setup, implementation and troubleshooting support for desktop VTC deployed within INR. bb. Provide setup, implementation and management support to INR's SCI VOIP system. cc. Design, develop, deploy and manage the VMWare virtual environment, including VDI, HA, and SRM capabilities. dd. Managing INR's primary Computer Equipment Rooms (CER) throughout the department.. ee. Maintain & configure VOIP, SIP Gatekeepers, Gateways/Routers, and various WAN technologies ff. Configure, implement and support VoIP installations. gg. Install and maintain routers and switches in various network configurations supported VLANs, QoS, VRF, VoIP, and advanced access-lists. hh. Provide /VoIP directory/ voice mail administration, including set up, config, install, troubleshoot VoIP phones ii. Manage keymat and Load KG equipment. jj. Maintains Crypto inventory and assists with Crypto audits (Inspections). kk. Developing, documenting, updating and implementing network standard operating procedures as necessary Security Support: The contractor shall be responsible for managing all security aspects of all INR systems and networks. The contractor shall support, update, document, provide recommendations and maintain the existing security systems. Utilize automated tools to monitor, control and document security configurations, while ensuring risks are documented, mitigated, resolved or waived. Security management and support includes but is not limited to: a. Establishing and maintaining a successful patch management system that ensures all applicable patches are applied based on IC, DOD and DoS guidance b. Coordinating patch management activities with the INR Information Systems Security Officer (ISSO) or assigned alternate c. Maintaining operational efficiency and effectiveness, identifying and overcoming security vulnerabilities while maintaining the stability of the production and development environments d. Monitoring INR systems and networks to provide notice of significant security events to authorized, designated personnel in a timely fashion e. Investigating and implementing network management tools to monitor the risk of the network f. Maintain, monitor, test, configure and update INR's backup system g. Monitor, deploy and keep logs of all STIGS deployed for INR's systems h. Maintain and update all INR's technical SOP's and documentation. i. Create, update and maintain all INR's templates and supporting documentation j. Assist engineers with proper GPO rollout throughout INR k. Providing security advice and recommendations during development, engineering, and network meetings l. Assisting, assessing, documenting and managing all Change Control requests m. Ensuring that all INR systems and networks conform to NIST, IC, DOD and CNSS standards n. Conduct security testing and develop assessment of networks and their components to ensure compliance with current security guidelines and requirements o. Working closely with the INR ISSO/M and Diplomatic Security to maintain all the INR systems Authorization and Accreditation (A&A) documentation p. Developing, recommending and/or implementing security enhancements to minimize network and system vulnerabilities q. Working with other DoS, DOD or IC entities to resolve any security vulnerability issues r. Performing assigned security related duties by the INR ISSM s. Ensuring all Configuration Management activities are following industry best practice, recorded, updated and in place t. Maintain the integrity of the server, desktop and internally developed software baselines. u. Developing, documenting, updating, standardizing and implementing security standard operating procedures v. Review and respond to risks and vulnerabilities identified by the DOS iPost application on the collateral DOS enterprise LANs. w. Create, update, verify and/or validate INR's POA&M's x. Provide recommendations, milestones and guidance for corrective action of all non-compliant security controls y. Provide plan for the improvement of user, privileged, and system centralized account management. z. Perform network, system, software scans, draft and track through resolution aa. Maintain, update and provide enhancements to the security website bb. Encourage innovation and understanding of emerging technologies by hosting meetings and present viable recommendations cc. Develop and implement an outreach program to ensure continuous awareness of relevant security environmental conditions throughout the IT security community supported within the Department Web Management Support: The contractor shall develop and manage the INR intranet web and SharePoint sites that provide a central repository of documentation, analysis results, status information, meeting minutes, and other pertinent information to INR. Web management support includes web application design, implementation, testing and maintenance includes but is not limited to: a. Designing and implementing new features for the existing website b. Implementing web solutions that directly contribute to the INR mission c. Coordinating the design and development of web applications to meet expanding or changing INR analyst requirements d. Providing intranet site initiation, maintenance and overall site design e. Assisting with technical and/or design issues f. Responding to, resolving or appropriately redirecting customer issues g. Collaborating with the team to design, develop and deliver applications h. Developing code in keeping with established processes and standards i. Creating prototypes when necessary j. Coordinating and leading junior web developers k. Working with the junior developers to plan, design and implement information technology solutions, while providing expertise in the areas of performance tuning, data migration, security and capacity planning l. Performing problem diagnosis, resolution and maintenance for existing applications m. Communicating effectively with all internal customers at all levels and across all functional teams providing support, responding to questions and providing regular progress updates n. Assist in exploring new ideas and products that could increase the value of the applications o. Participating in certain aspects of end-user consulting, systems analysis, general systems design and detail systems design After Hours Support: The contractor shall operate and maintain the INR Help Desk and Data Center located in INR, Harry S. Truman building, Washington, DC that will support INR's network systems and customers 24 hours a day, 7 days a week, 365 days a year in the Eastern Standard time zone and includes but is not limited to: a. Providing support that meet the 24x7x365 core support requirements for INR b. Establishing effective procedures and control systems to ensure that ongoing tasks, unresolved problems and general issues of concern are properly handed off from shift to shift c. Providing monitoring of INR's classified and unclassified systems d. Providing early warning of potential network issues before they impact the network after core hours e. Ensuring rapid response to real or potential network system faults f. Create and maintain a real-time operational log of activities and events that occurred after core hours. g. Running system checks h. Monitoring temperatures in the data center i. Create system accounts using developed templates for each user on INR networks or systems. j. Assisting in daily, weekly and monthly backups and verifying backup integrity. k. Providing qualified and knowledgeable contract personnel in order to provide quality customer support to INR personnel after hours l. Review and respond to risks and vulnerabilities identified by the DOS iPost application on the collateral DOS enterprise LANs. m. Administer and manage the RetrievalWare real-time messaging system and respond to problems with the ingestion of message traffic and the delivery of message traffic to other Bureaus. n. Maintain and manage the printer toner inventory and distribution supply chain. o. Interface with DOS, IC, and external entities to resolve message transmission problems and control the retransmission of missing message traffic. p. Maintain the network monitoring application configuration and respond to identified system faults. q. Provide for effective monitoring and management of system resources to include disk space management, application performance, and network throughput. r. Provide direct support to the 24x7 INR Watch when problems occur in the use of Watch macros and system equipment. s. Provide technical user support afterhours and on the weekends. Task 3: Special Services. At the request of the COR or GTM, the contractor shall provide INR support for performing ad hoc and short tasks related to the maintenance of systems, networks, anddesktops that includes but is not limited to: a. Provide assistance with computer devices, set-up, configuration and operation b. Provide assistance with installation, set-up and operation of emerging technologies c. Provide advice in the selection of equipment and associated peripherals d. Provide assistance to identify, inventory, and surplus equipment e. Assist with research, development and implementation of ad-hoc tasks Performance Standard and Monitoring Plan. See Performance Standard and Monitoring Plan - INRISS e-Intel.docx Deliverable Schedule: The due date for deliverables will be set by a mutual agreement between the COR, GTM(s) and the contractor. Deliverable Due Date Staffing Plan Initially submitted with the proposal. Mutually agreed upon not later than five (5) business days after task/delivery order award and as requested Project Management Plan: Semi-annually Scheduling Plan Mutually agreed upon date Cost Performance Report Monthly Performance Summary Report Monthly Labor/Procurement Invoices and Reports Monthly Status Reports Weekly Project Specific Plans Weekly (or mutually agreed upon date) IT Security Plan - 30 days after award notice Applicable Standards: The contractor is required to maintain qualified, certified, trained and experienced personnel with respect to INR's mission. INR may request contractor training on software, equipment or systems if it is deemed to be advantageous to the INR. Training for software, systems and/or equipment will be provided by an outside source. All costs associated with training will be the responsibility of the contractor. Acceptance Criteria: Inspection and acceptance of the services to be provided shall be made by the COR. All deliverables must meet 100% of the specific formats and will be checked and reviewed by the COR for completeness of work, accuracy of reports, timeliness of work and acceptable quality of outputs. Additionally, all deliverables and tasks performed must comply with the standard policies and procedures of the IC, DoD, INR, DoS, INR IT CCB baseline and industry standard practices. Special Requirements: The Contractor shall: a. Comply with all IC, DoD, and DoS guidelines to protect classified and sensitive information and equipment b. The contractor shall prepare time-phased budgets by project defined by the COR/GTM and shall provide actual costs and hours expended by project and labor category and individual on a monthly basis. Monthly cost reports shall reconcile to monthly invoices provided by the contractor. c. Comply with all IC, DoD, and DoS policies and guidance pertaining to information systems d. Possess a facility security clearance at the TS/SCI level for performance under this task order in accordance with the DD Form 254 e. Ensure that personnel assigned to this task order possess and can maintain a TS/SCI clearance f. Ensure that all personnel assigned to the task order have the ability to obtain a DoS building pass g. Ensure that contract personnel who have access to classified material and/or enter into areas requiring a security clearance, each contractor employee requiring such access must have an individual security clearance commensurate with the required level of access prior to contract performance h. Ensure that individual clearanc...