Market Survey - Infrastructure and Operations (I&O) Services Support

9/2/15 - Question and Answer posted 9/2/15 as an attachment. 1.0 INTRODUCTION AND PURPOSE: The purpose of this Market Survey/Request for Information (RFI) is to solicit capabilities from interested vendors. The Federal Aviation Administration (FAA) has a need to create a consolidated infrastructure and operations vehicle whose capabilities include enterprise operations center, performance and planning, transition services, and operations services support. The acquisition strategy for the procurement has not been determined at this time. Information submitted in response to this Market Survey/RFI will be used by the FAA to determine the level of competition, and to determine whether adequate competition exists to set-aside the requirement among small business concerns. Note: Based on the FAA’s policy at AMS 3.2.1.2.3, the use of agency wide contracts must be used to the maximum extent possible and the responses to this announcement will be used as determining factor regarding whether the use of an existing agency contract vehicle is appropriate. The tiered order of precedence of business types (listed in descending order) that will be utilized to consider responses to this market survey is as follows: 1. Socially and economically disadvantaged business (SEDB) 8(a); 2. Service-disabled veteran owned small business (SDVOSB); 3. Small business; and 4. Other than small business Once submissions are received, the Contracting Officer will consider a single tier of submissions according to the order of precedence specified above. The Contracting Officer will consider agency wide contracts to the maximum extent possible. If no participation is evident at the first tier, the consideration will proceed to the next lower tier until ample participation is evident. The FAA intends to consider all responses received in response to this market survey. Not responding to this market survey/RFI does not preclude participation in any future RFI(s) and/or Screening Information Requests (SIRs) related to Infrastructure and Operations (I&O), if any are issued. 2.0 BACKGROUND: The I&O Services manages, maintains, develops plans for, and tracks performance of all operational information technology (IT) environments (including all FAA non-National Air Space IT networks, IT infrastructure, and IT data centers), protects them from harm and re-establishes operations when a detrimental event occurs, and delivers production management services. This organization provides a wide array of services for 50,000+ customers, including network operations, hosting services (including Cloud), data center services, application support, client management service and 24X7 performance monitoring for approximately 1,000 FAA facilities at CONUS and OCONUS locations. Major data center facilities are located at Washington D.C., Oklahoma City, OK, and Atlantic City, NJ. As identified in Section 5.0 of the attached draft statement of work, entitled “FAA Infrastructure and Operations Services? dated July 30, 2015, the following tasks must be performed by the contractor: The Enterprise Operations Center Support will include, but is not limited to: • Monitoring services for availability • Detecting problems • Sending alerts to proper teams or members • Answering phone calls on the EOC hotline • Initiating and managing the communications process • Deploying agents • Deploying policies • Identifying and resolving, if possible, misconfigurations The Performance and Planning support function will include, but is not limited to: • Performance and reporting support • I&O Project and Resource Management support • Network and Data Center Planning and Design support The Transition Services support will include, but is not limited to: • Enterprise Change and Configuration Management support • Release Management support • Pre-production Environment Management support • Client Planning and Design/Client Integration and Testing The Operations Services support will include, but is not limited to: • Directory Services support • Network Services support • Data Center Services support • Infrastructure Applications support 3.0 Incumbent contractors: ActioNet, Inc./DTFACT-15-F-00001 Lockheed Martin Corporation/DTFAWA-11-C-00003 S4 Analytics LLC/DTFAWA14A-00008, Task Order #0001 Betis Group, Inc./DTFAWA10A-00083, Task Order #0005 4.0 Submittal Requirements and Instructions: The FAA will not pay for any information received or costs incurred in preparing a response to this Market Survey/RFI; any costs associated with this Market Survey/RFI submittal are solely at the interested vendor's expense. Two documents are to be submitted: 1) Capability Statement, and 2) Business Declaration Form. 4.1 Capability Statement – This submission should follow the suggested outline below and must be limited to no more than ten single (10) pages (any excess may be discarded). This document must be completed in Times New Roman with 12 point font, single spaced, on 8.5 X 11 inch paper setting with one-inch margins using Microsoft Word. Please describe examples of your company’s primary work experience (as either a prime contractor or subcontractor) focusing on the capability to provide support services to the agency as described in this Market Survey/RFI and its attached draft SOW. Please limit discussion to current or previous (within the last five years) experience providing services that are similar in nature to clients similar to the size and complexity of the FAA. The customer base is over 50,000 employees located in approximately 1,000 geographically dispersed facilities (national and international). The mission support network infrastructure consists of over 7,000 components, which includes switches, routers, servers, and appliances. It also includes over 47,000 client and mobile devices. On an annual basis, the volume of work is currently over 1,000 customer requests for service, over 500 Change Requests, and over 55,000 User Restoration/Request Incidents. Please address the following in your response: Experience providing Infrastructure and Operations IT support: a. Experience applying industry best practices, innovative solutions, and optimized delivery of I&O services. b. Relevant experience managing, implementing, and monitoring enterprise operations software solutions such as Operations Manager (OMW), Operations Manager I(Omi), Operations Orchestration (OO), Network Node Manager (NNMi), SiteScope (SiS), Business Process Monitoring (BPM), Performance Manager (PM), and Service Help Reporter (SHR) as well as Riverbed AppResponse Expert (ARX) and AppTransAction Expert (ATX). c. Experience with producing a variety of Executive level reports and dashboards with the accompanying technical analysis. Report types will include, but are not limited to governance compliance reports, system performance reports, trending, and predictive analysis. d. Successful experience supporting and overseeing project lifecycle activities including project initiation, planning, execution, and closure for a specific activity that has a beginning, an end and specified deliverables. e. Providing remote solutioning that would allow for fewer resources located at FAA facilities. f. Experience in using ticketing systems such as Remedy and being responsive to incidents, and closing tickets to maintain organizational Service Level Agreements (SLAs). g. Performing planning activities related to the Life-Cycle management of network hardware and software and the deployment of new technology. h. Implementing cloud solutions, including ordering cloud services, migrating data and application logic, and configuring orchestration scripts, monitoring alarms, triggers, and scale groups to enable automatic horizontal scaling. i. Experience utilizing standardized methods and procedures for the prompt handling of all changes to control the IT infrastructure in order to minimize the number and impact of any related incidents upon service. Experience maintaining a library of all configuration items to ensure a clear picture of all hardware, software, and supporting assets that are in the production environment. j. Experience deploying applications and patches in a large (50,000 client device), diverse (over 1,000 facilities all over the world) enterprise production environment. Scheduling these deployments and tracking successes and failure. Ability to remediate the deployment or back out the deployment. Experience with using IBM Endpoint Manager, RES Software products, and BMC Configuration Manager (Marimba). k. Experience building test environments in response to customer requirements. This includes scheduling environment availability and status of each test environment. Demonstrate experience in building and supporting multiple test environments. l. Experience with packaging applications for deployment to an enterprise consisting of over 50,000 endpoints with 1,000 facilities all over the world. Experience creating, maintaining, and troubleshooting Group Policies. Experience creating desktop images with Windows and Apple operating systems. Experience installing, configuring and operating a Virtual Desktop Infrastructure to include over 10,000 concurrent connections. m. Experience supporting mobile devices such as Apple IOS, Android, and Windows mobile devices using products such as AirWatch or similar applications. n. Experience administering active directory domains to create objects, manage groups, shares, and permissions, and managing domain services. o. Experience administering, configuring, and managing enterprise network infrastructures over their lifecycles. Experience detecting, diagnosing, and resolving network service outages and performance issues. p. Experience administering, configuring, and managing the provisioning of data center hosting solutions. q. Experience designing, implementing and maintaining Storage Area Network (SAN), server, and appliance infrastructures within multiple data centers. r. Experience providing operations management of onsite and cloud based environments to facilitate delivery of business applications such as email and mobile devices. s. Experience providing tools such as Video Tele Conference (VTC), Instant Message (IM), and e-discovery to support collaborative communications across an enterprise. 4.2 Business Declaration Form – Please completed the form, along with the appropriate Small Business Administration (SBA) certification were applicable. 5.0. North American Industry Classification System (NAICS) Code - The NAICS Code anticipated for this requirement is 541513 (Computer Facilities Management Services) with a size standard of $27.5M. 6.0 Delivery of Submission: Market Survey/RFI responses must be submitted via e-mail to the Contracting Officer, Anne Marie Ternay at contact@example.gov no later than 2 PM EDT on September 8, 2015. Email responses to this market survey must include the subject line: “Response to Infrastructure and Operations (I&O) Services Support Market Survey (insert name of vendor responding). Files must be compatible with either Microsoft Word format or Adobe Acrobat PDF. If chosen to submit via Adobe Acrobat PDF format, please ensure the document retains the ability to copy and paste into a MS Word Document (i.e. do not submit picture files). The FAA welcomes any general comments regarding the content of the Market Survey/RFI. Questions or comments must be submitted in writing by no later than 2 PM EDT on August 28, 2015, and be directed to contact@example.gov. Emailed questions/comments must include the subject line: “Question(s) for the Infrastructure and Operations (I&O) Services Support Market Survey (insert name of vendor responding).? No telephone inquiries will be accepted. 7.0 Non-Government Personnel Participation: The FAA may utilize contractor support personnel in meeting with customer organizations and reviewing vendor submissions. Contractor support personnel will sign all relevant Non-Disclosure of Information and Conflict of Interest Agreements for any subsequent acquisition. 8.0 Other: It is highly recommended that interested vendors check the FAA’s Contracting Opportunities (FAACO) website http://faaco.faa.gov frequently for any updates and amendments to this announcement. Also, if this announcement is being viewed from other than FAACO, some information/attachments may not transfer correctly. Therefore, only the information/attachments provided at FAACO are considered the “official? source of information on this requirement. 9.0 Attachments: - Draft SOW entitled, “FAA Infrastructure and Operations Support? dated July 30, 2015 - Business Declaration Form If you're viewing this announcement from a source other than Federal Aviation Administration Contract Opportunities (FAACO), visit https://faaco.faa.gov/index.cfm/announcement/view/22345 to view the original announcement.