Internet Protocol/Interactive Voice Response (VoIP/IVR) solution

COMBINED SYNOPSIS/SOLICITATION (I) This is a combined synopsis/solicitation for commercial services 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. (II) This solicitation document is issued as a request for proposal (RFP). Submit written proposals for RFP number DOL-OPS-15-R-00017. (III) The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular, FAC 2005-81/04-10-2015. (IV) This acquisition is set aside 100% for small businesses. The associated NAICS code is 541519. The small business size standard is $25.7 million. (V) This combined solicitation/synopsis is for purchase of the following commercial services: Base Period - Period of Performance: Twelve (12) Months from date of award CLIN Description Estimated QTY Unit of Issue 0001 Software Engineer II, 8000 HR 0002 Engineer III, 10000 HR 0003 Systems Administrator, 3000 HR 0004 Documentation Specialist II, 2000 HR 0005 Project Manager, 8000 HR 0006 Project Coordinator, 2000 HR 0007 Engineer II, 2000 HR 0008 Subject Matter Expert III, 6000 HR 0009 Consultant, 6000 HR 0010 Help Desk Specialist II, 7000 HR 0011 LAN/WAN Support Tech, 6000 HR 0012 Other Direct Costs (ODCs), 1 JA 0013 Travel, 1 JA OPTIONS Option Period One (1) - Period of Performance: Twelve (12) Months CLIN Description Estimated QTY Unit of Issue 1001 Software Engineer II, 4000 HR 1002 Engineer III, 8500 HR 1003 Systems Administrator, 500 HR 1004 Documentation Specialist II, 750 HR 1005 Project Manager, 8000 HR 1006 Project Coordinator, 1000 HR 1007 Engineer II, 1000 HR 1008 Subject Matter Expert III, 1000 HR 1009 Consultant, 500 HR 1010 Help Desk Specialist II, 750 HR 1011 LAN/WAN Support Tech, 1250 HR 1012 Other Direct Costs (ODCs), 1 JA 1013 Travel, 1 JA Option Period Two (2) - Period of Performance: Twelve (12) Months CLIN Description Estimated QTY Unit of Issue 2001 Software Engineer II, 4000 HR 2002 Engineer III, 8500 HR 2003 Systems Administrator, 500 HR 2004 Documentation Specialist II, 750 HR 2005 Project Manager, 8000 HR 2006 Project Coordinator, 1000 HR 2007 Engineer II, 1000 HR 2008 Subject Matter Expert III, 1000 HR 2009 Consultant, 500 HR 2010 Help Desk Specialist II, 750 HR 2011 LAN/WAN Support Tech, 1250 HR 2012 Other Direct Costs (ODCs), 1 JA 2013 Travel, 1 JA Option Period Three (3) - Period of Performance: Twelve (12) Months CLIN Description Estimated QTY Unit of Issue 3001 Software Engineer II, 4000 HR 3002 Engineer III, 8500 HR 3003 Systems Administrator, 500 HR 3004 Documentation Specialist II, 750 HR 3005 Project Manager, 8000 HR 3006 Project Coordinator, 1000 HR 3007 Engineer II, 1000 HR 3008 Subject Matter Expert III, 1000 HR 3009 Consultant, 500 HR 3010 Help Desk Specialist II, 750 HR 3011 LAN/WAN Support Tech, 1250 HR 3012 Other Direct Costs (ODCs), 1 JA 3013 Travel, 1 JA Option Period Four (4) - Period of Performance: Twelve (12) Months CLIN Description Estimated QTY Unit of Issue 4001 Software Engineer II, 4000 HR 4002 Engineer III, 8500 HR 4003 Systems Administrator, 500 HR 4004 Documentation Specialist II, 750 HR 4005 Project Manager, 8000 HR 4006 Project Coordinator, 1000 HR 4007 Engineer II, 1000 HR 4008 Subject Matter Expert III, 1000 HR 4009 Consultant, 500 HR 4010 Help Desk Specialist II, 750 HR 4011 LAN/WAN Support Tech, 1250 HR 4012 Other Direct Costs (ODCs), 1 JA 4013 Travel, 1 JA Optional CLIN CLIN Description Estimated QTY Unit of Issue 5000 Transition Out, 1 JA (VI) Description of requirements is as follows: General Information C.1 Introduction The United States Department of Labor (DOL) has a requirement for the ongoing support of the currently implemented Interactive Intelligence Voice over Internet Protocol/Interactive Voice Response (VoIP/IVR) solution. The DOL Office of the Chief Information Officer (OCIO) requires contractor support in order to maintain VoIP/IVR services for approximately 4,000 users in over 150 sites across the United States. This support includes but is not limited to: - Tier 2 and 3 VoIP and IVR incident/problem management service desk support - System-wide management, maintenance, and improvements - Management of user accounts, work groups, call queues, primary rate interfaces (PRI), fax lines, and office mailboxes; - Device management including Internet Protocol (IP) phones, fax machines, TTY devices, and Pitney Bowes postage machines - IVR call flow scripting and management , automatic call distribution (ACD) management, and business application integration - Network traffic monitoring and testing - DOL OCIO Service Catalog reporting and cost management. In additional to the described VoIP and IVR services, DOL OCIO is in need of continued support of various projects that integrate and modernize current client systems and makes the technology base compliant with Federal, DOL, and OCIO target enterprise architecture standards. The OCIO is continuing to extend, expand, enhance, integrate, and update the existing IT infrastructure and architecture. Software and Services Development and Testing Support are required to support standard development processes, tools, and environments for the entire lifecycle of application development as well as Customer Agency application testing, certification, and release management. C.1.1 Background Information The DOL's implementation of the Interactive Intelligence IVR and VoIP solution set is an integral part of a larger Unified Communication (UC) suite operated by the DOL in support of operations of its various Agencies. Although a common platform, there is a fair amount of customization of the Agency-specific applications, due to Agency specific functional needs and differences in the IT systems supporting individual Agencies. The Agency overall IT environment is known as the General Support Systems (GSS). Integration with GSS: The VoIP solution is fully integrated with the DOL OCIO GSS, including bi-directional communication with Outlook.com and Office365. This includes the implementation of Unified Communications for email and fax delivery, to both individual users and also to offices and specialty lines. Integration with Agency Applications: The VoIP solution is integrated with a variety of agency applications. This includes caller self-service, screen pops, customer satisfaction surveys, and custom reporting. - The Office of Workers Compensation Program (OWCP) Division of Federal Employment Compensation (DFEC) call flow takes information input by the caller, which is sent to the Integrated Federal Employment Compensation (iFECS) application via web services to validate a case number and determine where to connect the call (office, claims examiner, or customer service representative). As the connection is made, the iFECS application does an application screen pop that tells the receiver of the call who is calling and provides other basic information. If the call isn't answered, the IVR solution allows the caller to leave a message which is then forwarded to the correct claims examiner. - A custom built connector uses the Interactive Intelligence Application Programming Interface (API) to receive notification from the CIC server, and uses iFECS application libraries to send notifications to the iFECS application. - Custom reporting has been developed from the VoIP system for Wage and Hour Division (WHD) applications and business processes. This includes reporting on call volumes, performance statistics, workload analysis, etc. - All OWCP call flows include the ability to take customer satisfaction surveys at the request of the caller. This functionality utilizes an external survey service and seamlessly connects the caller to the survey at the completion of their service call. C.1.2 Hours of Operations Total hours worked per day (Monday-Friday), per full time employee, shall not exceed eight (8) hours without written approval from the Contracting Officer. All Key Personnel must be available during the Core Hours. Core Hours of Operation are 9:30am to 3:30 pm Eastern Time, Monday through Friday, with the exception of Federal Government holidays. Government Holidays: The contractor is not required to perform services on the following holidays: New Year's Day Labor Day Martin Luther King Jr.'s Birthday Columbus Day President's Day Veteran's Day Memorial Day Thanksgiving Day Independence Day Christmas Day All scheduled (and to the extent possible, all unscheduled) maintenance activities shall be performed during agreed upon and reserved Authorized Service Outage Windows (ASOW). C.1.3 Place of Performance Work under this contract will be performed on-site at the U.S Department of Labor in the Francis Perkins Building located at 200 Constitution Ave., N.W. in Washington, D.C. C.1.3.1 Telework With the preapproval of the Contracting Officer and the COR, the contractor employees may be allowed to telework, at the discretion of the Government. In the event that telework is granted, the following guidelines shall be in effect: 1. Contractor employee must have an adequate internet connection, workstation or laptop, active security token, and phone to be able to perform all duties normally performed in the office. 2. Contractor employee must send an e-mail to the Contractor Program Manager, the COR, and the Program Office representative when logging on to begin work. A follow-up email must be sent each time the employee is going offline (e.g. lunch) and back online throughout the day. The employee is expected to work 8 hours unless otherwise noted/approved in advance by the Contracting Officer. 3. Contractor employee must include a list of planned tasks with the first login email. The final logout email must include a status report of accomplishments and activities performed throughout the day. 4. Contractor employee timesheets must correspond to the login/logout email times. 5. Contractor employee must adhere to all DOL policies and procedures for securing data, records, privacy, etc, including locking of the workstation if unattended. C.1.3.2 Travel Limited travel may be required to other DOL regions at the COR's discretion and with the approval of the CO. If travel is deemed necessary by the CO/COR, any such approved travel and per diem shall be reimbursed in accordance with the Federal Travel Regulations and FAR 31.205-46. All contractor travel shall be approved in advance by the CO/COR. Advanced notice must be provided for any travel required by the Federal Program Manager. C.1.4 Operational Model The Contractor will be using DOL-owned operational, development, testing and management tools to maintain and enhance systems that are owned, leased, or otherwise supplied by DOL. The Contractor is expected to provide innovative solutions that bring technical, operational, and cost efficiencies to DOL and its users. DOL will include Contractor's efforts in decisions related to execution of optional task periods. The contractor staff will be working under direct supervision of the contractor's project manager(s) and the Federal Project Manager. It will be the contractor's responsibility to manage to the agreed to timelines and priorities. Part 2 Definitions & Acronyms CO - Contracting Officer COR - Contracting Officer's Representative: A representative from the requiring activity assigned by the Contracting Officer to perform surveillance and to act as liaison to the contractor Defective Service - A service output that does not meet the standard of performance associated with it in the Statement of Work. DFEC - Division of Federal Employees' Compensation DITMS - Division of Information Technology Management and Services DOL - Department of Labor EA - Enterprise Architecture FAR - Federal Acquisition Regulation GSS - General Support Systems IT - Information Technology IVR - Integrated Voice Response system for managing phone calls, customer service, etc. OASAM - Office of the Assistant Secretary for Administration and Management OCIO - Office of the Chief Information Officer OMB - Office of Management and Budget PIV - Personal Identity Verification POP - Period of Performance Quality Control - Those actions taken by a contractor to control the performance of services so that they meet the requirements of the SOW. Quality Assurance - Those actions taken by the government to assure services meet the requirements of the Statement of Work. SF - Standard Form Part 3 Government Furnished Property, Equipment, and Services C.2 Government Furnished Items and Services C.2.1 Facilities, Supplies, and Services DOL will provide working space including furniture, computers, network connections, and telephone access for official work-related calls only. DOL will provide appropriate software (operational and development) on-site at its headquarters building in Washington, DC for use in task completion. C.2.2 Information Sources Knowledgeable DOL personnel will be made available to assist contractor personnel in obtaining information pertinent to this SOW. Extensive information regarding DOL's business and processes are available via the OCIO homepage on the DOL Intranet and will be made available to the contractor personnel. The contractor will be provided all necessary documentation pertinent to the performance of the specified tasks. Part 4 Contractor Furnished Property, Equipment, and Services C.3 Contractor Furnished Items and Services C.3.1 Contractor Furnished Equipment The Contractor shall provide any equipment and supplies it feels are required to meet the contract requirements beyond that provided by the DOL. All hardware and software purchases require prior DOL Contracting Officer (CO) approval if DOL is to pay for the purchase. The Contractor will not be allowed to operate any hardware or software device on the DOL network without getting an approval to operate from DOL. Once such approval is granted, any changes to the Contractor furnished equipment using DOL's network must be presented by the Contractor for certification and approval by the DOL CO. C.3.2 Government-Reimbursement of Certain Costs C.3.2.1 Hardware, Software and Equipment The Government may ask the Contractor to purchase or lease certain equipment (e.g., Blackberries) for use under this contract with the intent of reimbursing the Contractor for the purchase price or monthly expenses. The Government will make this request (in advance) in writing, providing approval of the cost or a budget limitation for the item(s) requested. Any lease entered into by the Contractor as a result of this request must not exceed the costs approved by the Government nor the amount of time remaining in the contract. The lease may be renewed by the Contractor as long as the Government renews the contract and determines that the equipment is still needed. If the contract is terminated before the end of the contract term because the Contractor is determined by the Government to be in default of the contract, the Government is not responsible for completing the lease agreement beyond the termination date of the contract or for paying any penalties or fees due to early cancellation of the lease. The Contractor shall request and receive in advance written approval from the Government before purchasing or leasing any such equipment for use under this contract. If this advance written approval is not obtained, any request for reimbursement for the costs may be denied by the Government. The Contractor's request must include cost information and a justification for the action. The Government reserves the right to deny the request based upon the expense of the purchase or lease or a determination that the purchase/lease is not justified. C.3.2.2 Other Direct Costs: Contracting Officer shall approve before incurring other direct costs, (incidental services for which there is not a labor category specified in the contract, computer usage charges, and emergency procurements under the micro purchase threshold). In terms of this contract, other direct costs shall cover replacement telecommunications hardware and accessories for the IVR systems, such as handsets, head sets and power cords. If advance approval is not obtained by the CO in writing, any request for reimbursement of costs may be denied by the CO. The Contractor's request must include cost estimates information and a justification for the purchase. The Government reserves the right to deny the request based upon the expense of the purchase, lease, or a determination that the purchase/lease is not justified. Part 5 Management Team and Key Personnel C.4 Management Team and Key Personnel C.4.1 Management Team and Key Functions The Contractor shall provide Key Personnel who are exclusively dedicated to the execution of the activities called forth in the requirement. The Project Manager is a key position. The Project Manager shall be responsible for all aspects for Contractor's personnel, and for communications between DOL and Contractor/vendor. The Contractor shall ensure that Key Personnel are available either in person, or by other approved collaboration tools. DOL designated the following as Key Personnel: Project Manager, IVR/VoIP Project Manager, VoIP/IVR Engineer II, VoIP/IVR Engineer III, Subject Matter Expert III (Middle-Tier, Business Intelligence Reporting, and Rational Collaborative Lifecycle Platform). Key Personnel Minimum Experience and Education must meet the following requirements: Project Manager (Project Manager labor category) Minimum/General Experience: Seven to fifteen years of applicable experience, including five years of specialized experience in supervision of projects of similar size and complexity. Minimum Education: A Bachelor's degree in Business, Engineering, Management, Social/Physical Science, Mathematics, or other discipline functionally related to the work assignment. - Provides competent leadership and responsible program direction through successful performance of a variety of detailed and diverse elements of a project's lifecycle. - Plans, organizes, and controls the overall activities of the project -- i.e., project management, staffing, requirements definition, technical work, quality of products, and costs associated with the project. - Ensures that all activities conform to the terms and conditions of the contract. - Provides administrative oversight, handles contractual matters, and serves as liaison between the Contracting Officer's Representative (COR), the Contracting Officer (CO), and corporate management. Consults with COR and users to reduce costs and maximize efficiency in achieving the stated requirements. - Schedules and assigns duties to subordinates and subcontractors, and ensures that assignments are completed as directed. Coordinates activities and seeks resolution of contractual and technical problems while working with the CO, the COR, and the Government project manager. - Is intimately familiar with customer organization and goals. Understands CIO relationship with agency customers and develops solutions to satisfy customer requirements and fit into CIO priorities and target architecture - Provides input and value analysis on solutions and required. Manages vendor relationships where required; recommends updates and changes to enhance overall services and reduce costs - Liaison with DOL agencies concerning agency projects: defining business requirements, budgeting as pertains to system modification and updates, and setting and managing project priorities IVR/VoIP Project Manager (Project Manager labor category) Minimum/General Experience: Seven to fifteen years of applicable experience, including five years of specialized experience in supervision of projects of similar size and complexity. Minimum Education: A Bachelor's degree in Business, Engineering, Management, Social/Physical Science, Mathematics, or other discipline functionally related to the work assignment - Liaison with all DOL agencies concerning agency projects: defining business requirements, budgeting as pertains to system modification and updates, and setting and managing project priorities - Liaison with all DOL agencies concerning trouble tickets: methods of ticket resolution, setting and managing ticket priorities, providing periodic status updates to agencies and OCIO, and insuring resolutions are documented and tickets are closed according to procedures - Managing implementation of major / minor vendor releases, including periodic service updates - Consultant to various DOL groups in long range system planning regarding voice services including VoIP, ACD, IVR, unified messaging - Manages Tier 1 to Tier 4 teams to provide support for overall system operations - Provides system accounting reports including agency program utilization, investment, and breakdown of offices for service catalog - Intimately familiar with agency business processes and applications including all integration points with IVR/VoIP solution - Provides guidance for overall architecture of IVR/VoIP services and integration with overall General Support Services and agency applications - Manages vendor relationships where required; recommends updates and changes to enhance overall services and reduce costs VoIP/IVR Engineer III Minimum/General Experience: Seven years of experience in Performing complex engineering development and design work including (but not limited to) logic design, circuit design, I/O design, instrumentation design, firmware development, model formulation, manufacturing and development cost projections, computer architecture analysis and design, network structure design, mechanical design, and optical design. Minimum Education: Bachelor's degree general engineering. - Lead Architect for call flow design, modification, and implementation. - Ensures that system and services are compatible with overall technical and business needs. - Codes handlers, flows, and provides overall system administration expertise. - Responsible for designing, implementing, managing and supporting call routing configurations on Interactive Intelligence (i3) platform (Attendant, Handlers, Dialer, Admin and recording). - Works with application developers and system administrators for telephony related applications and integrations - Designs, develops, codes, debugs, tests, implements and provides daily technical support and maintenance program applications and sites including but not limited to, I3 multi-media call routing, IVR, and reporting - Troubleshoots system issues, determines root cause, repairs, coordinates with vendors when necessary, escalates and tests solutions - Daily monitoring and frequent modifications of agency specific call flows including screen pops, database lookups, skill-based routing - Constant monitoring / modification / publishing of a library of 1,200+ multi-language voice prompts - Creation, modification, and monitoring of 50+ specialty public phone lines across multiple DOL agencies - Troubleshooting and resolving voice and fax issues on 250+ public phone lines across the country - Monitoring and deciphering system logs and identifying anomies for investigation - Constant monitoring / troubleshooting / resolving VoIP and IVR equipment located at 150+ DOL sites across the country - Constant monitoring / troubleshooting / resolving 250+ PRI circuits across the country - Constant monitoring / troubleshooting / resolving 1,250+ SIP proxy DID numbers on local circuits across the country - Constant monitoring / troubleshooting / resolving issues with CIC system core services in primary, secondary, and DR data centers - Interactive Intelligence Core Certification (Interaction Center 4.0) VoIP/IVR Engineer II Minimum/General Experience: Four to Five years of experience in Performing complex engineering development and design work including (but not limited to) logic design, circuit design, I/O design, instrumentation design, firmware development, model formulation, manufacturing and development cost projections, computer architecture analysis and design, network structure design, mechanical design, and optical design. Minimum Education: Bachelor's degree general engineering. - Codes handlers, flows, and provides overall system administration expertise. - Daily monitoring and frequent modifications of agency specific call flows including screen pops, database lookups, skill-based routing - Works with Lead Architect and Business Analyst to ensure that system and services are compatible with overall technical and business needs. - Develops, codes, debugs, tests, implements and provides daily technical support and maintenance program applications and sites including but not limited to, I3 multi-media call routing, IVR, and reporting - Troubleshoots system issues, determines root cause, repairs, coordinates with vendors when necessary, escalates and tests solutions - Constant monitoring / modification / publishing of a library of 1,200+ multi-language voice prompts - Creation, modification, and monitoring of 50+ specialty public phone lines across multiple DOL agencies - Troubleshooting and resolving voice and fax issues on 250+ public phone lines across the country - Monitoring and deciphering system logs and identifying anomies for investigation - Constant monitoring / troubleshooting / resolving VoIP and IVR equipment located at 150+ DOL sites across the country - Constant monitoring / troubleshooting / resolving 1,250+ SIP proxy DID numbers on local circuits across the country - Constant monitoring / troubleshooting / resolving issues with CIC system core services in primary, secondary, and DR data centers - Interactive Intelligence Core Certification (Interaction Center 4.0) Subject Matter Expert (SME III labor categories) Minimum/General Experience: Ten to fifteen years of experience providing expert consulting, design, implementation, and/or facilitation assistance in a specific technical discipline or technology, in situations that require specialized expertise. Minimum Education: Master's degree in a computer-related/1T field or in Business, Engineering, Management, Social/Physical Science, Mathematics, or other discipline functionally related to the work assignment. A Bachelor's degree and with 10 years of general experience of which 7 years is specialized may be substituted. Middle-Tier SME III - Develops design and implementation architecture of overall J2E and BPM middleware platform - Standardize middleware application development efforts across multiple teams with best practices and procedures - Provides expertise, supports, troubleshoots, and executes migration path for platform and application migration - Identifies application performance issue across multiple platforms, works with appropriate development team and MT vendor to identify issues and provide solutions - Designs and implements middleware performance load test platform, designs testing scenarios, records and implements load to perform load test and identify various application issue - Integrates applications and middleware with various authentication repositories - Ensures that system and services are compatible with overall technical and business needs. - Supports multiple agency development efforts and platforms including IBM Rational, Eclipse, Rational Software Architecture, Business Modeler, WebSphere Integration Designer and IBM Integration Bus - Design, architecture, and implement middleware runtime platform integrations for multiple services and solutions including agency applications - Provides daily production support of agency mission critical applications Business Intelligence Reporting SME III - Constantly monitors, troubleshoots, and resolves issues with Business Objects core services in clustered primary and secondary environments - Supports agency report development and migration efforts from multiple platforms including Business Objects XIR2, XIR3, and BI4 - Configures, maintains, and administers an enterprise-wide Business Objects BI multi-platform environments (e.g., multiple repositories/universes, WEBI, application servers, enterprise databases) - Works with application developers and system administrators for BI related applications and integrations - Maintains end-user accounts, groups, and the security and authentication repository integration; works with account managers to structure Active Directory groups - Works with DOL agencies customers concerning agency projects; defines business requirements, designs solutions, recommends best practices for data management, and implementation architectures to meet business needs Rational Collaborative Lifecycle Platform SME III - Develops software development tools related processes and provides best practice standards for the selected tools. - Organizes data to assist in troubleshooting application issues and sub-optimal system performance - Configures, maintains, and administers integrated and clustered Rational Collaborative Lifecycle platform environment - Provide support for legacy tools as required including RequisitePro, ClearQuest, TestManager, and Rational ClearCase. - Supports the integrated development lifecycle including source code repositories, build scheduling and automation, and delivery to Operations - Supports agency development teams and projects; mentors when needed, identifies process gaps, recommends best practices, and ensures project traceability - Provides support for Rational Application Developer, Rational Software Architect, and Eclipse IDE. - Supports an integrated platform including J2E platform and enterprise databases 1. Designation of Key Personnel. Before placing an individual as a Key Personnel, after contract award, Contractor shall provide DOL with the resume and other information regarding the individual so that DOL can verify that the individual meets the qualifications of the position. Contractor's appointment of Key Personnel shall be subject to the Contracting Officer's written consent. 2. Replacement or Reassignment of Key Personnel. Except as otherwise mutually agreed or absent extenuating circumstances beyond the control of the Contractor, Contractor shall not reassign or replace any Key Personnel for twenty-four (24) months after his or her designation as Key Personnel. 3. Extenuating circumstances include: a. Key Personnel's voluntary resignation from Contractor; b. Dismissal of Key Personnel by Contractor; c. Inability of Key Personnel to work due to medical leave (illness, sickness), leave covered under the Family Medical Leave Act. Contractor shall be responsible for replacing Key Personnel within fifteen (15) business days. Training for Key Personnel shall not be an additional charge to DOL. 4. Personnel. The Contracting Officer, in consultation with the COR, may require Contractor to remove any individual immediately, for any reason. Part 6 Management Requirements C.5 Management Requirements C.5.1 Program Management and Execution The Contractor shall be responsible for satisfying all requirements contained in this SOW. The Contractor shall: - Formulate and enforce work and quality standards - Review work in progress - Manage timely delivery of information and products requested by DOL, both scheduled and ad-hoc - Deliver progress and status reports - Interface with other Contractors - Ensure that the IT operations adheres to applicable DOL IT security policies and procedures - Take responsibility for and coordinate issue resolution - Coordinate on-site operational services. The Contractor's management team shall provide technical and functional support to cross-organizational working groups addressing large-scale changes to DOL's IT infrastructure. For example, projects, such as the deployment of new hardware or new software across the DOL or its agencies, could benefit from Contractor's experience in performing similar work. ...