Centralized Operations, Maintenance And Management Information Technology (COMMIT)

Provide classified and unclassified Information Technology (IT) support services to FEMA primarily at the Mount Weather Emergency Operations Center (MWEOC) and FEMA Headquarters. Additionally, IT support will be required at the Agency’s Regional offices and call centers, the National Emergency Training Center (NETC), Long Term Recovery Centers (TROs), Logistics Centers, Mobile Disaster Recovery Centers (MDRC’s), Distribution Centers, and Joint Field Offices (JFO’s).

The scope of this contract also includes on-site contractor support to FEMA’s technical staff for operations, maintenance and monitoring of FEMA’s networks, systems and applications of the Agency’s As-Is environment. The contractor will maintain the FEMA As-Is systems and will adjust contract O&M support services to the To-Be environment for the Department of Homeland Security (DHS) OneNet and DHS Data Center. The categories of service are defined as:
1. Software Maintenance includes modification of a software system or component after delivery to correct faults, improve performance or other attributes; adapt to a changed environment or maintenance activities focused on anticipated problems, or preventive maintenance.
1.a. Software sustainment includes processes, procedures, people, material, and information required to support, maintain, and operate the software aspects of a system. It includes sustaining engineering, data management, configuration management, training, survivability, environment, and protection of critical program information, anti-tamper provisions, information technology security, supportability and interoperability functions, Commercial Off-the-Shelf (COTS) product management, and technology refresh.

2. Network operations support includes teleconferencing, engineering, configuration management, training, survivability, environmental, information and physical security, supportability and interoperability functions, and technology refresh for the FEMA network assets including, but not limited to: the National Network Operations Center, local area networks and wide area networks, Private Branch Exchange (PBX), Video Teleconferencing and (VTC) Satellite, the FEMA Intranet/Internet, the National Warning System (NAWAS) and Emergency Alert System (EAS), OneNet, and the Secure Operations Center.

3. Hardware maintenance and operations support is defined as support for non-data center systems including CPUs, memory, storage and other ancillary devices, and includes, but is not limited to, maintenance, upgrades, reconfiguration, troubleshooting, repair, correction of faults, performance improvements or other attributes, adaptation to a changing environment, anticipation of problems, and performance of preventive maintenance.

4. Help Desk support includes desktop support through the MWEOC Enterprise (I believe it is referred to as the Enterprise Service Desk) Helpdesk, Headquarters Helpdesk, MDRC and JFO IT Surge Support, for end-user personal computers, ancillary devices, printers, and office automation software to correct faults, improve performance or other attributes, adapt to a changing environment or maintenance activities focused on anticipated problems, and preventive maintenance.
4.a. FEMA interface support includes processes, procedures, people, material, and information required to support, maintain, and operate the FEMA As-Is O&M environment transition to the FEMA O&M To-Be environment and maintain alignment with the To-Be environment of the Department of Homeland Security (DHS) OneNet and DHS Data Center.