PERFORMANCE WORK STATEMENT (PWS) 3 Aug 15 EXECUTIVE SUMMARY FOR AFAEMS / AFVEC / AI PORTAL HELPDESK SUPPORT AIR FORCE ACQUSITION TRAINING OFFICE

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1 PERFORMANCE WORK STATEMENT (PWS) FOR AFAEMS / AFVEC / AI PORTAL HELPDESK SUPPORT 3 Aug 15 Name: Organization: AIR FORCE ACQUSITION TRAINING OFFICE SAF/AQH-ATO Address: 555 E STREET WEST, JBSA RANDOLPH, TX EXECUTIVE SUMMARY This is a non-personnel service contract to provide Air Force Automated Education Management System (AFAEMS) / Air Force Virtual Education Center (AFVEC) / Air Institute (AI) Portal helpdesk support for the Air Force Civilian Acquisition Workforce employees and students. The Air Force Acquisition Training Office (ATO) began using the AFVEC/AFAEMS/AI Portals to provide Tuition Assistance (TA) to Air Force Acquisition coded civilians in of 6

2 PERFORMANCE WORK STATEMENT (PWS) FOR AFAEMS / AFVEC / AI PORTAL HELPDESK SUPPORT 3 Aug PURPOSE This is a non-personnel services contract to provide Air Force Automated Education Management System (AFAEMS) / Air Force Virtual Education Center (AFVEC) / Air Institute (AI) helpdesk support for the Air Force Civilian Acquisition Workforce employees and students. 2. SCOPE The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform AFAEMS/AFVEC/AI Portal operations, maintenance and helpdesk support for the Air Force Civilian Acquisition Workforce employees and students. All work shall be performed at the contractor s facility. The contractor will provide helpdesk support to include identifying, escalating, resolving, and tracking problems. Support will be required from , Central Standard Time, Monday through Friday, except for days listed in Clause G021, Contract Holidays. Historically, the helpdesk receives approximately 30 calls or s per month. The contractor shall maintain user accounts, password, software licenses, system file directories, and system documentation and accreditation. This includes adding, changing, or deleting user accounts, passwords, and access rights; creating, allocating, monitoring, and restoring data files and space; formatting and updating content information screens and tabs. The contractor shall act as the intermediary between the end-user for troubleshooting, maintaining, and managing the uploading content and upgrade strategies, as well as, provide system administration, training for IT, technical support, security, administrative control, and application services for all operational systems. 3. REQUIREMENT(S)/DESCRIPTION OF SERVICE(S) Provide continued development and maintenance for AFAEMS/AFVEC/AI Portal Helpdesk. Major tasks are included as follows: Tier 1 Support Assist Civilian Acquisition Workforce employees and students with basic customer inquiries Assist AI Portal schools when invoicing, posting grades, and other AI Portal features for Civilian Acquisition students 2 of 6

3 AFAEMS helpdesk support shall gather customer s information and determine the customer s issue by analyzing the symptoms and determining the underlying problem AFAEMS Helpdesk Support shall be available Monday-Friday, Central Standard Time, Monday through Friday, except for days listed in Clause G021, Contract Holidays, to provide support for Civilian Acquisition employees, Civilian Acquisition students, and AI Portal schools having questions about Civilian Acquisition students Civilian Acquisition Workforce coded employees and students may contact AFAEMS Helpdesk Support by phone, , and the Customer Relations Management (CRM) tool Annotate bugs and coordinate resolution with the tuition assistance manager Based on actual historical data, average number of helpdesk contacts per month is 30 Tier 2 Support Provide Tier 2 level technical support that was elevated from Tier 1 Civilian Acquisition employees and Civilian Acquisition students AFAEMS Tier 2 support shall provide data retrieval as requested by Civilian Acquisition Workforce AFAEMS Tier 2 support will triage annotated bugs and schedule fixes, arrange for testing and AI scans / security fixes and prepare to deploy the fix to live database Tier 3 Support Provide resolution and development of solutions to new or unknown issues specific to Civilian Acquisition Tuition Assistance (TA) that cannot be resolved at the Tier 1 or Tier 2 support level Coordinate with TA Manager regarding change request specific to Civilian Acquisition TA that affect AFAEMS and AFVEC Development, Operations, and routine Maintenance Triage bugs or minor change requests specific to Civilian Acquisition Annotate, document, and verify new requirements specific to Civilian Acquisition TA Conduct Preliminary Design Review (PDR) and Critical Design Review (CDR) for requirements and change requests specific to Civilian Acquisition TA Develop software to update AFAEMS and AFVEC to meet documented change requests and bugs specific to Civilian Acquisition Conduct Information Assurance and security scans Conduct testing specific to Civilian Acquisition TA updates Deploy updated code to live server Training Provide AFAEMS training using video teleconferencing (VTC) or Defense Connect Online (DCO), to the Civilian Acquisition Workforce employees at JBSA Randolph as needed Provide an up-to-date electronic, searchable AFAEMS user guide that will assist Civilian Acquisition Workforce employees 3 of 6

4 Average workload data based on actual historical reports Month s Phone CRM1 Total Contacts Jul Aug Sep Helpdesk Support Suspended - No data available Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug - Dec Helpdesk Support Suspended - No data available Jan - Sep Helpdesk Support Suspended - No data available Oct Nov Dec Jan Feb Note 1: CRM = Customer Relations Management Note 2: Average of 30 contacts per month (historical data based on of 18 months with helpdesk support, and 15 months of calls fielded without helpdesk support) 3.1 Implement a lifetime TA CAP of $50,000 Create lifetime TA counter. Show remaining TA left on AFAEMS and AFVEC Implement this counter for education goals submitted on or after 1 Apr 13. Add a waiver option to override when a waiver is approved. 3.2 Implement an automated annual training prompt Implement an automated annual training prompt and acknowledgement for students to indicate that they have reviewed the policy at least annually, and they agree to the terms and conditions of accepting Acquisition Civilian Tuition Assistance. Features will be similar to the MilTA training prompt currently in place for the military side of AFVEC. 4 of 6

5 4. CONTRACTUAL REQUIREMENTS 4.1 Non-Personal Services The Government will neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor feels that any actions constitute, or are perceived to constitute personal services, it shall be the contractor s responsibility to notify the Contracting Officers CO immediately. These services shall not be used to perform work of a policy/decision making or management nature, i.e., inherently Governmental functions. All decisions relative to programs supported by the contractor shall be the sole responsibility of the Government. 4.2 Contractor Identification not applicable, all work to be performed at contractor site. 4.3 Program Management / Project Management The contractor shall identify a Program Manager or a Project Manager who shall be the primary representative responsible for all work awarded under this contract, participating in Program/Project Management Reviews and ensuring all standards referenced herein are adhered to. 5. PROTECTION OF SYSTEM DATA Unless otherwise stated in the contract, the contractor shall protect system design-related documents and operational data whether in written form or in electronic form via a network in accordance with all applicable policies and procedures for such data, including DoD Regulation R and DoD Manual (v1-v4) to include latest changes, and applicable service/agency/ combatant command policies and procedures. The contractor shall protect system design related documents and operational data at least to the level provided by Secure Sockets Layer (SSL)/Transport Security Layer (TSL)-protected web site connections with certificate and or user ID/password-based access controls. In either case, the certificates used by the Contractor for these protections shall be DoD or IC approved Public Key Infrastructure (PKI) certificates issued by a DoD or IC approved External Certification Authority (ECA) and shall make use of at least 128-bit encryption. 5.1 System and Network Authorization Access Requests For Contractor personnel who require access to DoD, DISA, or Air Force computing equipment or networks, the Contractor shall have the employee, prime or subcontracted, sign and submit a System Authorization Access Report (SAAR), DD Form E 5.2 Qualifications/Contractor Training Contractor personnel are required to possess the skills necessary to support their company s minimum requirements of the labor category under which they are performing. Training necessary to meet 5 of 6

6 minimum requirements will not be paid for by the Government or charged to contract by the contractor. 5.3 Section 508 of the Rehabilitation Act The Contractor shall meet the requirements of the Access Board s regulations at 36 CFR Part 1194, particularly , which implements Section 508 of the Rehabilitation Act of 1973, as amended. Section 508 (as amended) of the Rehabilitation Act of 1973 (20 U.S.C. 794d) established comprehensive requirements to ensure: (1) Federal employees with disabilities are able to use information technology to do their jobs, and (2) members of the public with disabilities who are seeking information from Federal sources will be able to use information technology to access the information on an equal footing with people who do not have disabilities. 6. QUALITY ASSURANCE Quality Meetings. The CO may require the contractor to meet with the CO, contract administrator (CA), COR, and other government personnel as deemed necessary. The contractor may request a meeting with the CO when he or she believes such a meeting is necessary. Written minutes of any such meetings shall be recorded by the contractor. A copy of the minutes shall be sent to all attendees via for their review. A copy of all recorded minutes shall be provided to the COR, and a copy shall be placed in the official contract file for record keeping purposes. In the event the contractor does not concur with any portion of the minutes, exceptions to the minutes shall be provided, in writing, to the CO within 10 working days following receipt of the minutes. Final resolution to exceptions taken by the contractor resides with the CO. 6 of 6