Attachment 5 Industry Day Draft ITO PWS EITEN dated 29 Sept 21.pdf

EITEN - Initial TO PWS (ITSS)

PERFORMANCE WORK STATEMENT

United States Air Forces in Europe and
Africa

(USAFE-AFAFRICA)

INFORMATION TECHNOLOGY SUPPORT SERVICES
(ITSS)
Model Task Order PWS - EUROPE-WIDE IT ENTERPRISE

NETWORK SERVICES (EITEN)
FA5641-22-F-XXXX
29 Sept 2021

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Table of Contents:

EITEN - Initial TO PWS (ITSS)

Paragraph
1.1.
1.2.
1.3.
1.3.1.
1.3.2. 2.1.
2.1.1.
2.1.2.
2.1.3.
2.1.4.
2.1.5.
2.2.
2.2.1.
2.2.2.
2.2.3.
2.2.4.
2.2.5.
2.2.6.
2.2.7.
2.2.8.
2.3.
2.3.1.
2.3.2.
2.3.3.
2.4.
2.4.1.
2.4.2.
2.4.3.
2.4.4.
2.4.5.
3.0.
3.1.
3.2.
4.0.
4.1.
4.2.
4.3.
4.4.
4.5.
4.6.
4.7.
5.0.
6.0.

Section/Title
Goal
Mission
Scope
Support Locations
Tiered Operational Construct
Requirements/ Description of Services
USAFE-AFAFRICA Tier 2 Service Center
Incident, Problem, Change Support
Systems Administration Tasks
Systems Security Administration
Data Center and System Storage Capacity Management
MAJCOM Unique Supported Systems
Systems Engineering & Shared Support
Requirements Analysis
Systems Integration
Enterprise Network Engineering
Technical Project Management (PM) Support
Cybersecurity Services
Architecture Support
Configuration Management
Mission Relevant Terrain-Cyber/Mission Mapping
IT/Communications Planning Support
Plans, Process, and Policy Support
Project Management Support
IT/Comm Planning Support Certifications and Experience
Other Requirements
Reports/Activity Tracking/Documentation
Mission Essential
Clearance Requirements
Data Calls
Document Library
Services Summary
The Services Summary
Assessment Method
General Requirements
Place of Performance
Normal Hours of Performance
KTR Reimbursement for Employee Travel Expense for TDY
Logistical Support
Government Property Incidental to the Workplace/Services.
Non-Personal Services
Contractor Identification
Security Requirements
Performance Reporting

Page# 4 4 6 6 7 8 12 12 15 18 20 21 22 22 23 23 23 27 27 29 30 35

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EITEN - Initial TO PWS (ITSS)

6.1.
Quality Control
6.2.
Quality Assurance
6.3.
Corrective Action Request
6.4.
Performance Deficiency Resolution
6.5.
Interference
6.6.
Records Access
6.7.
Contract Required Reports
6.8.
Contractor Performance Assessment Reporting (CPARS)
6.9.
Program Management
6.9.1.
Management Requirements
6.9.2.
Performance Continuity
6.9.3.
Training
6.10
Task Order Management
6.11
Mobilization Period
6.12.
Performance Requirements Unique to FRG
6.13.
Contractor Manpower Reporting
6.14.
Records, Files, Documents
6.15.
Section 508 of the Rehabilitation Act
6.16.
Documentation and Data Management
6.17.
Performance of Services During Crisis.
6.18.
Organizational Conflict of Interest
6.19.
Constraints
Environment
6.20.
Appendix A: Abbreviations and References
Appendix B: Education, Experience, and Certification Requirements
Appendix C: Workload Estimates
Appendix D: Nondisclosure Agreement for Contractor Employees
Appendix E: Hardware and Software Overview
Appendix F: PWS Overview
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EITEN - Initial TO PWS (ITSS)

PERFORMANCE WORK STATEMENT (PWS)

INFORMATION TECHNOLOGY SUPPORT SERVICES (ITSS)

1. Introduction:

1.1. Goal: The goal of this contract is to provide non-personal services in support of the HQ
USAFE-AFAFRICA Communications Directorates (hereby referred to as A6) missions to
enable combatant command (CCMD) directed operations and exercises; operate and sustain
major command (MAJCOM) unique information technology (IT) systems; and meet Department
of Defense (DoD) and United States Air Force (USAF) goals to improve IT effectiveness and
efficiency. To support this vision, A6 has been at the center of incorporating advanced
technologies that enable new operational concepts and the information warfare. In order to
achieve this goal and to continuously outpace the Nations adversaries, A6 has established
primary objectives to achieve its mission and the services, and under this PWS will provide the
support to achieve this goal. Core support skills required include requirements analysis,
technical solution development, theater-wide engineering, cybersecurity, architecture and
integration of various regional systems that support roughly 40,000 USAFE-AFAFRICA
personnel with communications support.

1.2. Mission: A6 provides communications and information strategic direction, policy and
resources for USAFE-AFAFRICA forces supporting the U.S. European Command
(USEUCOM), U.S. Africa Command (USAFRICOM), North Atlantic Treaty Organization
(NATO), unified commanders, coalitions, and Aerospace Expeditionary Forces. The A6 ensures
these global forces have integrated, responsive, and reliable command and control, intelligence,
and combat communications support during wartime, operations other than war, contingencies,
exercises and daily operations. A6 supports the USAFE_AFAFRICAs Commander as the
principal advisor for cyberspace operations and issues. A6 is the coordinator for employment of
cyberspace capabilities to integrate cyber with other non-lethal/lethal effects. A6 serves as
advocate for organizations and agencies for cyberspace support to air and space components
operations. A6 supports all these missions with forward-based airpower and infrastructure to
conduct and enable theater the global operations, while at the same time operate and maintain
MAJCOM systems and networks. HQ USAFE-AFAFRICA/A6 executes USAF, USEUCOM,
and USAFRICOM missions by providing information dominance capabilities in cyberspace to
enable base, theater, and global operations. A6 requires very broad technical skill sets and is a
multi-disciplined organization that provides expertise, planning and coordination, and guidance
for communications and information systems and services for USAFE-AFAFRICA.

1.3. Scope: This contract will allow for greater speed, flexibility, and accessibility in assessing
and transitioning innovative technologies to meet A6 mission objectives. In support of these
mission objectives the contractor shall provide research and development, systems engineering,
testing and evaluation, training, operations and maintenance (O&M) and technical support to
enable rapid assessment, development, demonstration, and fielding of new and emergent
technologies to address current and evolving threats to our Nations defense systems and to
enhance existing and future capabilities. This section functions as a general overview of the
governments intentions with this services support contract. The contractor (KTR) shall provide
IT service center, systems engineering, cybersecurity, Mission Relevant Terrain- Cyber/mission

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EITEN - Initial TO PWS (ITSS)

mapping (MRT-C/MM), project management, and communications planning support for
USAFE-AFAFRICA network environments.

1.3.1. Support Locations: The following Main Operating Bases (MOBs): Ramstein Air Base
(AB), Germany; Spangdahlem AB, Germany; Aviano AB, Italy; Incirlik AB, Turkey; Royal Air
Force (RAF) Lakenheath, United Kingdom (UK); RAF Mildenhall, UK; and their respective
Geographically Separated Units (GSUs).

Figure 1. Communications Organizations Structure Overview.

1.3.2. Tiered Operational Construct: The delineation of the Tier Construct below is only
provided for clarification on the responsibilities cited within this PWS.

1.3.2.1. Tier 0. This capability enables users to access automated tools (e.g., Air Force (AF)
virtual Enterprise Service Desk application) solve incidents on their own (e.g., loading printers,
updating global address list entries, etc.). There is currently no requirement for Tier 0 support in
this PWS; however, nothing precludes the KTR from developing and/or fielding a Tier 0 tool to
improve efficiency and effectiveness. Issues that cannot be resolved at this tier are escalated to
subsequent tiers for resolution.

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EITEN - Initial TO PWS (ITSS)

1.3.2.2. Tier 1. This is the front-line for user aid and normally resides at the local
communications focal point or communications squadron. The local technician responds to the
trouble ticketing system and attempts on-the-spot resolution for end-user/client systems and
accounts (e.g., desktops/laptops, government-issued mobile devices, Voice over Internet Protocol
[VoIP] phones, user accounts). The trouble ticket consists of standard information concerning
the incident, user, and system health. First-touch resolution is always the goal; however, if the
technician determines the issue/incident is caused by a MAJCOM or enterprise-wide incident
(e.g., VoIP) call manager, centralized storage, e-mail server outage, or firewall) or is an issue the
Tier 1 organization cannot resolve at their level, the technician forwards the incident to the
appropriate Tier 2 organization for resolution. There is currently no requirement for Tier 1
support in this PWS.

1.3.2.3. Tier 2. Tier 2 support is provided by Air Combat Command (ACC) organizations (for
AF-level enterprise services), special maintenance teams, and MAJCOMs (for MAJCOM-unique
systems or services). While Tier 1 focuses on end-user devices, systems, and accounts; Tier 2
provides more in-depth technical support for regional or enterprise-level systems or outage
impacts. Tier 2 personnel are responsible for investigating elevated issues by confirming the
validity of the incident and seeking solutions. Tier 2 support is a stated requirement in this PWS.

1.3.2.4. Tier 3. This is the final Tier in the trouble ticketing process. Tier 3 support is