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


Original Source
Contract Opportunity
Date Originally Posted
Sept. 30, 2021, 8:30 a.m.
Profiled People



EITEN - Initial TO PWS (ITSS) PERFORMANCE WORK STATEMENT for 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 DRAFT EITEN - Initial TO PWS (ITSS) Page 2 Table of Contents: Paragraph Section/Title Page# 1.1. Goal 4 1.2. Mission 4 1.3. Scope 4 1.3.1. Support Locations 4 1.3.2. Tiered Operational Construct 5 2. Requirements/ Description of Services 6 2.1. USAFE-AFAFRICA Tier 2 Service Center 6 2.1.1. Incident, Problem, Change Support 6 2.1.2. Systems Administration Tasks 7 2.1.3. Systems Security Administration 7 2.1.4. Data Center and System Storage Capacity Management 8 2.1.5. MAJCOM Unique Supported Systems 8 2.2. Systems Engineering & Shared Support 11 2.2.1. Requirements Analysis 12 2.2.2. Systems Integration 12 2.2.3. Enterprise Network Engineering 12 2.2.4. Technical Project Management (PM) Support 14 2.2.5. Cybersecurity Services 15 2.2.6. Architecture Support 17 2.2.7. Configuration Management 18 2.2.8. Mission Relevant Terrain-Cyber/Mission Mapping 18 2.3. IT/Communications Planning Support 20 2.3.1. Plans, Process, and Policy Support 20 2.3.2. Project Management Support 21 2.3.3. IT/Comm Planning Support Certifications and Experience 21 2.4. Other Requirements 22 2.4.1. Reports/Activity Tracking/Documentation 22 2.4.2. Mission Essential 22 2.4.3. Clearance Requirements 23 2.4.4. Data Calls 23 2.4.5. Document Library 23 3.0. Services Summary 23 3.1. The Services Summary 23 3.2. Assessment Method 23 4.0. General Requirements 27 4.1. Place of Performance 27 4.2. Normal Hours of Performance 27 4.3. KTR Reimbursement for Employee Travel Expense for TDY 27 4.4. Logistical Support 29 4.5. Government Property Incidental to the Workplace/Services. 29 4.6. Non-Personal Services 30 4.7. Contractor Identification 30 5.0. Security Requirements 31 6.0. Performance Reporting 35 DRAFT EITEN - Initial TO PWS (ITSS) Page 3 6.1. Quality Control 35 6.2. Quality Assurance 35 6.3. Corrective Action Request 36 6.4. Performance Deficiency Resolution 36 6.5. Interference 36 6.6. Records Access 36 6.7. Contract Required Reports 36 6.8. Contractor Performance Assessment Reporting (CPARS) 41 6.9. Program Management 41 6.9.1. Management Requirements 41 6.9.2. Performance Continuity 42 6.9.3. Training 42 6.10 Task Order Management 42 6.11 Mobilization Period 43 6.12. Performance Requirements Unique to FRG 43 6.13. Contractor Manpower Reporting 44 6.14. Records, Files, Documents 45 6.15. Section 508 of the Rehabilitation Act 45 6.16. Documentation and Data Management 45 6.17. Performance of Services During Crisis………. 45 6.18. Organizational Conflict of Interest 46 6.19. Constraints 46 6.20. Environment 46 Appendix A: Abbreviations and References 48 Appendix B: Education, Experience, and Certification Requirements 54 Appendix C: Workload Estimates 56 Appendix D: Nondisclosure Agreement for Contractor Employees 61 Appendix E: Hardware and Software Overview 62 Appendix F: PWS Overview 64 DRAFT EITEN - Initial TO PWS (ITSS) Page 4 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 Directorate’s (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 Nation’s 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_AFAFRICA’s 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 Nation’s defense systems and to enhance existing and future capabilities. This section functions as a general overview of the government’s intentions with this services support contract. The contractor (KTR) shall provide IT service center, systems engineering, cybersecurity, Mission Relevant Terrain- Cyber/mission DRAFT EITEN - Initial TO PWS (ITSS) Page 5 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. 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. DRAFT EITEN - Initial TO PWS (ITSS) Page 6 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. 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. Tier 3. This is the final Tier in the trouble ticketing process. Tier 3 support is provided by a program management office (for programs of record), ACC/Cyberspace Capabilities Center (CCC) for AF command lead programs, product vendors, and MAJCOMs (for MAJCOM-unique systems and services). Tier 3 is the highest level of support and is responsible for assisting Tier 1 and Tier 2 personnel with the most difficult problems and issues. Tier 3 support is a stated requ… Show All