ATO IT NATIONAL SUPPORT CONTRACT SIR-2 REQUEST FOR PROPOSALS

Transcription

1 ATO IT NATIONAL SUPPORT CONTRACT SIR-2 REQUEST FOR PROPOSALS As a Contracting Officer for the FAA, I hereby issue, on December 8, 2008, a Request for Proposals (RFP), for the FAA s ATO National Support Contract. The RFP includes the following sections: Section B: Supplies or Services Section C: Performance Work Statement Section D: Packaging and Packing Section E: Quality Assurance Section F: Deliveries or Performance Section G: Contract Administration Section H: Special Contract Requirements Section I: Contract Clauses Section J: List of Attachments (Refer to ATO IT Website) Attachment J-1 Previous Contracts List (List of incumbents) Attachment J-2 Evaluation Survey of Contractor s Past Performance Attachment J-3 Past Performance Questionnaire Record Attachment J-4 Department of Labor Wage Rate Determinations (880 Locations) Attachment J-5 Cost Proposal Exhibits Section K: Representations and Certifications Section L: Instructions, Conditions, and Notices to Offerors Section M: Evaluation Factors for Award ONLY those offerors that were down-selected via the initial Screening Information Request are invited to submit proposals (reference Section L.3). These specific Offerors are required to submit proposals pursuant to the directions provided at Section L (including completion of all representations and certifications noted at Section K). The due date for proposal submission is noted at Section L.7.d. Proposals will be evaluated as described at Section M, Evaluation Factors for Award. If you have any questions, they will be considered only if submitted in writing on or before COB December 29, The government will endeavor to respond to questions received after this date but makes no commitment that it will. Please submit any questions to: [email protected]. Jim Smith Contracting Officer 1

2 SECTION B SUPPLIES OR SERVICES BASE CONTRACT PERIOD (date of award through 12 months thereafter). CLIN 001 National Service Center (NSC) Call Support Services On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ OPTIONAL CLIN 001a NSC Call Support Services (for additional FAA Organizations) For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN 002 Field Support (Desk-Side/Local User Support) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ 2

3 OPTIONAL CLIN 002a Field Support (Desk-Side/Local User Support) for additional FAA Organizations. For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN 003 Problem Management Support (PMS) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ OPTIONAL CLIN 003a Problem Management Support (for additional FAA Organizations) For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ 3

4 CLIN 004 Configuration Management (CM) Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN 004a Configuration Management (CM) Support (for additional FAA Organizations). For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN 005 Change Management Support (CMS) and Release Management Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN 005a Change Management Support and Release Management Support (for additional FAA Organizations). For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee:. $ CLIN 006 Network Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ 4

5 - Fixed Fee:..$ OPTIONAL CLIN 006a Network Technical Support (for additional FAA Organizations). For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN 007 Desktop & Peripheral Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN 007a Desktop & Peripheral Technical Support (for additional FAA Organizations). For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN 008 Information Systems Security Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ 5

6 OPTIONAL CLIN 008a Information Systems Security Support (for additional FAA Organizations). For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN 009 Training Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN 009a Training Support (for additional FAA Organizations) For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN 010 Program Office Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN 0010a Program Office Technical Support (for additional FAA Organizations) For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for newly identified 6

7 FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ OPTIONAL CLIN 011 Lotus Notes and Domino Application Development- OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.12 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN 012 Messaging Technical Support AWA - OPTIONAL For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section , , , and of the Performance Work Statement (Section C of this contract) for Headquarters (AWA). - Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN 013 Messaging Technical Support (WJHTC)- OPTIONAL For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a CPFF Basis, the contractor will perform the services described at Section 5.14 of the Performance Work Statement (Section C of this contract) for William J. Hughes Technical Center (WJHTC). - Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN 014 Data Center Support (AWA Only) OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the AWA Data Center only, as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ 7

8 CLIN 015 National Test Bed Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.16 of the Performance Work Statement (Section C of this contract) for the IT Operations Test Bed at WJHTC. - Estimated Costs: $ - Fixed Fee:..$ CLIN 016 IT Asset Management (ITAM) Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN 0016a IT Asset Management (ITAM) Support (for additional FAA Organizations. For the period commencing on April 1, 2009, and continuing through the end of the base contract period. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ WITH RESPECT TO THOSE CLINS MARKED OPTIONAL the government may, at its discretion, order these services or not. Those CLINs NOT marked OPTIONAL would be ordered when the government awards the contract or exercises the option for the next optional period of performance. 8

9 FIRST OPTION PERIOD (2 nd year of the contract) CLIN National Service Center (NSC) Call Support Services On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ OPTIONAL CLIN a NSC Call Support Services (for additional FAA Organizations) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 14,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Field Support (Desk-Side/Local User Support) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ 9

10 OPTIONAL CLIN a Field Support (Desk-Side/Local User Support) for additional FAA Organizations. On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Problem Management Support On a CPAF Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ OPTIONAL CLIN a Problem Management Support (for additional FAA Organizations) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Configuration Management (CM) Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for all six Customer 10

11 Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Configuration Management (CM) Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Change Management Support (CMS) and Release Management Support (RMS) On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Change Management Support and Release Management Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Network Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ 11

12 OPTIONAL CLIN a Network Technical Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Desktop & Peripheral Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Desktop & Peripheral Technical Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Information Systems Security Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Information Systems Security Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ 12

13 CLIN Training Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Training Support (for additional FAA Organizations) On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Program Office Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Program Office Technical Support (for additional FAA Organizations) On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ OPTIONAL CLIN Lotus Notes and Domino Application Development- OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.12 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ 13

14 - Fixed Fee:..$ OPTIONAL CLIN Messaging Technical Support AWA -OPTIONAL On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.13 of the Performance Work Statement (Section C of this contract) for Headquarters (AWA). - Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN Messaging Technical Support WJHTC-OPTIONAL For the period commencing on April 1, 2009, and commencing through the end of the base contract period. On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.14 of the Performance Work Statement (Section C of this contract) for William J. Hughes Technical Center (WJHTC). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN A Data Center Support (AWA Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the AWA Data Center as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN B Data Center Support (WJHTC Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the WJHTC Data Center as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN C Data Center Support (MMAC Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the MMAC Data Center, as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ CLIN National Test Bed Support 14

15 On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.16 of the Performance Work Statement (Section C of this contract) for the IT Operations Test Bed at WJHTC. - Estimated Costs: $ - Fixed Fee:..$ CLIN IT Asset Management (ITAM) Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a IT Asset Management (ITAM) Support (for additional FAA Organizations. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ WITH RESPECT TO THOSE CLINS MARKED OPTIONAL the government may, at its discretion, order these services or not. Those CLINs NOT marked OPTIONAL would be ordered when the government awards the contract or exercises the option for the next optional period of performance. 15

16 SECOND OPTION PERIOD (3rd year of the contract) CLIN National Service Center (NSC) Call Support Services On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ OPTIONAL CLIN a NSC Call Support Services (for additional FAA Organizations) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 14,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Field Support (Desk-Side/Local User Support) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ OPTIONAL CLIN a Field Support (Desk-Side/Local User Support) for additional FAA Organizations. On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office 16

17 Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Problem Management Support On a CPAF Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ OPTIONAL CLIN a Problem Management Support (for additional FAA Organizations) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Configuration Management (CM) Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ 17

18 OPTIONAL CLIN a Configuration Management (CM) Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Change Management Support (CMS) and Release Management Support (RMS) On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Change Management Support and Release Management Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Network Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Network Technical Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ 18

19 - Fixed Fee: $ CLIN Desktop & Peripheral Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Desktop & Peripheral Technical Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Information Systems Security Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Information Systems Security Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Training Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ 19

20 - Fixed Fee:..$ OPTIONAL CLIN a Training Support (for additional FAA Organizations) On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee:..$ CLIN Program Office Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Program Office Technical Support (for additional FAA Organizations) On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ OPTIONAL CLIN Lotus Notes and Domino Application Development- OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.12 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN Messaging Technical Support AWA- OPTIONAL On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.13 of the Performance Work Statement (Section C of this contract) for Headquarters (AWA). - Estimated Costs: $ 20

21 - Fixed Fee:..$ OPTIONAL CLIN Messaging Technical Support WJHTC-OPTIONAL For the period commencing on April 1, 2009, and commencing through the end of the base contract period. On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.14 of the Performance Work Statement (Section C of this contract) for William J. Hughes Technical Center (WJHTC). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN A Data Center Support (AWA Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the AWA Data Center as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN B Data Center Support (WJHTC Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the WJHTC Data Center as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN C Data Center Support (MMAC Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the MMAC Data Center, as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ CLIN National Test Bed Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.16 of the Performance Work Statement (Section C of this contract) for the IT Operations Test Bed at WJHTC. - Estimated Costs: $ - Fixed Fee:..$ CLIN IT Asset Management (ITAM) Support 21

22 On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a IT Asset Management (ITAM) Support (for additional FAA Organizations. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ WITH RESPECT TO THOSE CLINS MARKED OPTIONAL the government may, at its discretion, order these services or not. Those CLINs NOT marked OPTIONAL would be ordered when the government awards the contract or exercises the option for the next optional period of performance. 22

23 THIRD OPTION PERIOD (4 th year of the contract) CLIN National Service Center (NSC) Call Support Services On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ OPTIONAL CLIN a NSC Call Support Services (for additional FAA Organizations) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 14,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Field Support (Desk-Side/Local User Support) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ 23

24 OPTIONAL CLIN a Field Support (Desk-Side/Local User Support) for additional FAA Organizations. On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Problem Management Support On a CPAF Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ OPTIONAL CLIN a Problem Management Support (for additional FAA Organizations) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Configuration Management (CM) Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit

25 - Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Configuration Management (CM) Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Change Management Support (CMS) and Release Management Support (RMS) On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Change Management Support and Release Management Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Network Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Network Technical Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for newly identified 25

26 FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Desktop & Peripheral Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Desktop & Peripheral Technical Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Information Systems Security Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Information Systems Security Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Training Support 26

27 On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Training Support (for additional FAA Organizations) On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee:..$ CLIN Program Office Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Program Office Technical Support (for additional FAA Organizations) On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ OPTIONAL CLIN Lotus Notes and Domino Application Development - OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.12 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ 27

28 OPTIONAL CLIN Messaging Technical Support AWA-OPTIONAL On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.13 of the Performance Work Statement (Section C of this contract) for Headquarters (AWA). - Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN Messaging Technical Support WJHTC- OPTIONAL For the period commencing on April 1, 2009, and commencing through the end of the base contract period. On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.14 of the Performance Work Statement (Section C of this contract) for William J. Hughes Technical Center (WJHTC). - Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN A Data Center Support (AWA Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the AWA Data Center as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN B Data Center Support (WJHTC Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the WJHTC Data Center as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN C Data Center Support (MMAC Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the MMAC Data Center, as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ CLIN National Test Bed Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.16 of the Performance Work Statement (Section C of this contract) for the IT Operations Test Bed at WJHTC. - Estimated Costs: $ 28

29 - Fixed Fee:..$ CLIN IT Asset Management (ITAM) Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a IT Asset Management (ITAM) Support (for additional FAA Organizations. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ WITH RESPECT TO THOSE CLINS MARKED OPTIONAL the government may, at its discretion, order these services or not. Those CLINs NOT marked OPTIONAL would be ordered when the government awards the contract or exercises the option for the next optional period of performance. 29

30 FOURTH OPTION PERIOD (5 th year of the contract) CLIN National Service Center (NSC) Call Support Services On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ OPTIONAL CLIN a NSC Call Support Services (for additional FAA Organizations) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.1 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 14,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Field Support (Desk-Side/Local User Support) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ 30

31 OPTIONAL CLIN a Field Support (Desk-Side/Local User Support) for additional FAA Organizations. On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.2 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Problem Management Support On a CPAF Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit 14. For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:. $ OPTIONAL CLIN a Problem Management Support (for additional FAA Organizations) On a Cost-Plus-Award-Fee (CPAF) Basis, the contractor will perform the services described at Section 5.3 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). For purposes of determining Award Fee, the contractor s performance will be measured against the Service Level Agreement (SLA) and the Performance Evaluation Plan to determine whether to award any and what amount of award fee for this period of performance. - Estimated Costs:.$ - Base Fee: $ - Award Fee:.$ CLIN Configuration Management (CM) Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit

32 - Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Configuration Management (CM) Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.4 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Change Management Support (CMS) and Release Management Support (RMS) On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Change Management Support and Release Management Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Sections 5.5 and 5.6 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Network Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Network Technical Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.7 of the Performance Work Statement (Section C of this contract) for newly identified 32

33 FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Desktop & Peripheral Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Desktop & Peripheral Technical Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.8 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Information Systems Security Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Information Systems Security Support (for additional FAA Organizations). On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.9 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ CLIN Training Support 33

34 On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Training Support (for additional FAA Organizations) On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.10 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee:..$ CLIN Program Office Technical Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a Program Office Technical Support (for additional FAA Organizations) On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.11 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ OPTIONAL CLIN Lotus Notes and Domino Application Development- OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.12 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ 34

35 OPTIONAL CLIN Messaging Technical Support AWA-OPTIONAL On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.13 of the Performance Work Statement (Section C of this contract) for Headquarters (AWA). - Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN Messaging Technical Support WJHTC-OPTIONAL For the period commencing on April 1, 2009, and commencing through the end of the base contract period. On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.14 of the Performance Work Statement (Section C of this contract) for William J. Hughes Technical Center (WJHTC). - Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN A Data Center Support (AWA Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the AWA Data Center as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN B Data Center Support (WJHTC Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the WJHTC Data Center as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ OPTION CLIN C Data Center Support (MMAC Only)-OPTIONAL CLIN On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services for the MMAC Data Center, as described at Section 5.15 of the Performance Work Statement (Section C of this contract). - Estimated Costs: $ - Fixed Fee:..$ 35

36 CLIN National Test Bed Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.16 of the Performance Work Statement (Section C of this contract) for the IT Operations Test Bed at WJHTC. - Estimated Costs: $ - Fixed Fee:..$ CLIN IT Asset Management (ITAM) Support On a Cost Plus Fixed-Fee (CPFF) basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for all six Customer Support Areas and for the ATO Staff located at the Nine FAA Regional Offices including 880 ATO Offices per Exhibit Estimated Costs: $ - Fixed Fee:..$ OPTIONAL CLIN a IT Asset Management (ITAM) Support (for additional FAA Organizations. On a Cost-Plus-Fixed-Fee (CPFF) Basis, the contractor will perform the services described at Section 5.17 of the Performance Work Statement (Section C of this contract) for newly identified FAA Organizations (assume an additional 7,000 users at various FAA Office Locations identified in Exhibit 14). - Estimated Costs:.$ - Fixed Fee: $ WITH RESPECT TO THOSE CLINS MARKED OPTIONAL the government may, at its discretion, order these services or not. Those CLINs NOT marked OPTIONAL would be ordered when the government awards the contract or exercises the option for the next optional period of performance. 36

37 SECTION C PERFORMANCE WORK STATEMENT (PWS) 37

38 1.0 Background 2.0 Definitions and Acronyms PWS Table of Contents 3.0 Government Supplied Facilities, Equipment, Supplies/Services 4.0 SP Supplied Facilities, Equipment and Supplies 5.0 Performance Requirements 5.1 National Service Center (NSC) Call Support ` 5.2 Field Support (Desk-side/Local User Support) 5.3 Problem Management Support 5.4 Configuration Management (CM) Support 5.5 Change Management Support (CMS) 5.6 Release Management Support (RMS) 5.7 Network Technical Support 5.8 Desktop & Peripheral Technical Support 5.9 Information Systems Security Support 5.10 Training Support 5.11 Program Office Technical Support 5.12 Lotus Notes and Domino Application Development 5.13 Messaging Technical Support for Headquarter AWA (optional) 5.14 Messaging Technical Support for WJHTC 5.15 Data Center Support (optional) 5.16 National Test Bed Support 5.17 IT Asset management (ITAM) Support 6.0 Applicable Forms, Publications and Directives 7.0 List of Technical Exhibits 38

39 Performance Work Statement (PWS) Federal Aviation Administration ATO Information Technology (IT) National Support Contract Background The Federal Aviation Administration (FAA), Air Traffic Organization, Acquisition & Business Services, ATO Information Technology Office (ATO-AJF) has a requirement for technical support services to facilitate the planning, provisioning, installation, administration, and maintenance of the non-national Airspace System (NAS) support networks and systems that now or in the future will include: Local area networks (LAN) Metropolitan Area Network (MAN) Peripheral devices Personal computer (PC) workstations Laptops General office automation software FAA-specific software Electronic messaging system Data centers Blackberry KSN (Knowledge Services Network) Messaging Technical Support Lotus Notes and Domino Application Development Program Office (Program Management) Technical Support The ATO-A AJF-A4 Program Office and the contractor shall support five (6) functional Customer Support Area (CSA). These CSA s are: Eastern Service Area (ESA) (POC: TBA) Central Service Area (CSA) (POC: TBA) Western Service Area (WSA) (POC: TBA) William J. Hughes Technical Center (WJHTC) (POC: TBA) Oklahoma City (MMAC) (POC: TBA) FAA ATO-A Headquarters in Washington, DC (AWA) (POC: TBA) The contractor, hereinafter referred to as the Service Provider or simply SP shall implement and manage all of the IT Services listed in this PWS covering each of the six CSA s and shall provide ATO-A with an Information Technology (IT) Plan that standardizes IT services under this PWS within each CSA yielding an orderly phase-in and transition. Contract support coverage includes not only the six customer support areas, but shall include the following: ATO Staff at the Nine FAA Regional offices including 880 ATO offices* 39

40 *these locations are listed in Exhibit 14. These locations are also WAN sites. Objectives The objective of this Performance Work Statement (PWS) is for the SP to provide high-quality, user-focused technical services to the ATO Information Technology, Operations Office (AJA- 14) and its IT field operations. The SP shall provide an organizational structure that provides for National Service Center (NSC) Call Service Support, Field Support (Desk-side/Local User Support), Problem Management, Configuration Management (CM), Change Management, Problem Management, Release Management, Network Technical Support, Desktop & Peripheral Technical Support, Information Systems Security Operations, ISS Engineering, Training, Program Office Technical Support, Lotus Notes and Domino Application Development, Messaging Support, Data Center Operations, National Test Bed Support, and IT Asset management (ITAM). The FAA ATO has historically used its own Service Level Agreement (SLA) internally with its customers which currently reflects minimum Acceptable Performance Levels (APL) allowed for certain services listed in this PWS. The SP is expected to develop and provide to ATO-A AJF a Best-in-Class Service Level Agreement that shall become a binding part of the contract effort, and shall be used in conjunction with the Government s own Quality Assurance Surveillance Plan (QASP) and quality assurance process. The SP s SLA shall equal or exceed the FAA s requirements for all services listed in this PWS. Guidance on the ATO SLA (minimum requirements) is provided at Exhibits 1, 2 and Exhibit 10 (the SLA format for proposal purposes is shown in #10). ATO IT Support Services shall include, but are not limited to, the following IT activities: IT infrastructure security, daily operation, monitoring and maintenance. Engineering planning, analysis, design, implementation and integration, operation and maintenance, documentation, and administration services for improvement and expansion of the IT infrastructure. Telecommunication support for LAN/MAN internal and external connectivity. User support via an automated call center/ticket tracking system (Remedy toolset). Software (SW) application implementation and maintenance in support of the work processes of ATO and other FAA organizations. Asset Management of all IT assets to maintain an accurate inventory of IT hardware (HW) and SW. Office Automation user training. Messaging Systems Support, including , Blackberry and other wireless technologies. Configuration Management of the IT infrastructure Data center operations Messaging third level support-to assist in maintaining operational availability of the messaging system at 99.5%. Blackberry User Support Knowledge Services Network (KSN) user support. Lotus Notes and Domino Application Development 40

41 Messaging Technical Support Service Requirements The SP shall adhere to the Service Level Agreement (SLA) they proposed and accepted by the Government to meet the primary areas of technical support listed in this PWS at sections C5.1 through C5.17. The SP shall prioritize work and track performance against the joint SLA through the use of the Remedy tool set and development of the performance metric measuring and monitoring system that provides full 360 degree visibility into and assessment of all work performed per (CDRL-18). The SP shall provide full administrative rights to the Government to access to its system for verification and validation of all performance metrics. Thus, the SP shall be responsible for compliance and performance in accordance with their own proposed SLA that meets the needs of this PWS and FAA ATO IT Operations. The SP SLA shall be provided electronically and in writing on the contract start date, and shall be updated annually (CDRL-002), proving any and all updates to the COTR for verification and approval at the beginning of new contract year. The following Priority Levels are considered critical to success of the FAA ATO IT Operations and shall be used in support of all service requests: Priority 1* Defined as a critical outage for an entire facility or organization, or a user with urgent mission critical requirements Response time: 15 minutes Resolution time: 4 hours Priority 2* An outage that has a significant business impact that requires urgent restoration Response time: 1 hour Resolution time: 8 hours (1 business day) Priority 3* An incident that does not have immediate business impact, but needs to be resolved Response time: 1 hour Resolution time: 16 hours (2 business days) *These requirements require full compliance by the Service Provider, and these minimums shall be incorporated into their proposed SLA. Scope of Work The SP shall provide IT technical support to the ATO IT Directorate (AJF) Operations Group (AJF-A4) to support their primary responsibility for operation and maintenance of the non- NAS IT infrastructure for all specified users and sites. The IT infrastructure is located at all manned ATO facilities including Headquarters, the Aeronautical and Technical Centers (hereinafter referred to as the major centers), and field sites within the six Customer Support Areas. The current user count is approximately 32,000 network users and is expected to grow to approximately 60,000 messaging system users. A complete list of current contractor personnel, systems, diagrams, infrastructure, configuration, change management, labor distribution loading, qualifications & education needs, government directives and other related 41

42 data for the approximately 880 current facilities will be provided as part of Section J, Attachments to the RFP. Some are provided as Technical Exhibits to the PWS. The ATO Information Technology Directorate is deploying services using the IT Information Library framework better known throughout the industry as ITIL and the ATO has been using (ITIL version 2), and may likely incorporate version 3 during the periods of performance under this contract. The ATO IT infrastructure is currently comprised of the most common Microsoft Windows servers, Active Directory, Dell Pentium-based workstations and laptops with Windows XP operating systems, and Office 2003 productivity software. Additionally, on a very limited basis may exist at a few remote Network sites may exist a Linux and much older versions of MS operating systems on remote Network workstations. The current messaging system used by FAA is Lotus Notes and the NSC call center uses the Remedy tool suite to ensure stability of ATO IT infrastructure. A more detailed listing of the ATO Standard Infrastructure Network reflecting size and complexity is provided at both Exhibit 3 and Exhibit 27 and provides information on hardware by make and model along with software applications. Currently there are approximately 5,000 laptops are managed. The SP shall support any and all future technologies into the ATO IT infrastructure. In situations where technology changes do occur, the Government will order and negotiate a change request. The section C 5.1 through C 5.17 contract performance requirements include, but are not limited to: Network Support (including LAN/MAN and Internet access) at service locations specialists shall install, maintain, and support non-nas networks. Infrastructure engineering, planning, review and test support. Security engineering, planning, review and operational support for the ATO IT infrastructure Call center (first level) support at the National Service Center (NSC), the FAA Headquarters, Los Angeles Regional Office, and WJHTC. Data Center support at WJHTC, MMAC and one other site (optional). Second level (Desk-side) support for all ATO IT customers, at all manned locations nationwide. User Training delivered by phone or web, at the desk side one-on-one, and via classroom training. Messaging second level support at Headquarters and WJHTC and possibly other locations in the future (including , Blackberry, and Share point services). Messaging third level support-to assist in maintaining operational availability of the messaging systems at 99.5% APL. Blackberry user support Knowledge Services Network (KSN) user support. 2nd level support personnel shall be required to be physically located with end users in field locations throughout the United States and its possessions, and must be immediately available to travel to all supported facilities within their designated support areas. Field support specialists do not work in a centralized help desk location, but their activities are assigned and coordinated by the NSC. 42

43 Hours of Operation The SP must provide support during the core hours identified in the table below for each of the major tasks listed. All times are local time. Call back is an unanticipated event where technicians are needed to report to a facility to restore an IT service. Task Start Time Stop Time Call Back User Support Y Network Ops Y Call Center Ops 24X7X365 24X7X365 Y Configuration Management N Release Management N InfoSec Ops Y Infosec Engineering N Training N Program Office Tech Support N Lotus Notes Application Dev N Quality Assurance N Messaging Ops/User Supt 24X7X365 24X7X365 Y Data Svcs-TC Y Data Svcs Y Data Svcs Y Test Bed Ops N Non-NAS IT O&M Y 1.5 SP Staffing and Qualifications All contract services required under this contract may be performed using the labor categories defined at Exhibit 4. No additional labor categories shall be authorized without the approval of the COTR. The SP shall assign only those key and regular employees under the contract those personnel whose credentials, experience and expertise meet the qualification requirements. Exhibit 5 is a matrix by position description reflecting education, skill and experience qualification requirements which may be used in determining the right level of skill required for the job. It is essential that the SP supply technical and supervisory personnel that meet the minimum labor, educational and experience categories to successfully support the ATO IT requirements. It is equally essential that the SP provide and maintain a Personnel Distribution Plan (PDP) that reflects the organizational make up and distribution of its personnel resources. The PDP shall reflect the location of contractor positions (by FAA site and Service Area) by job title and FTE count which can be matched up against the required monthly Labor Distribution Report, as required by CDRL-009, and DID-009. This PDP shall be provided to the Government and demonstrate logic and flexibility in design in order to backup field specialists for all issues, incidents, and handle problems efficiently and quickly in a results oriented matter that can be easily resolved within SLA acceptable performance levels (APL). The SP staffing approach used must demonstrate the excellent capability to rapidly respond and fill-in for absent technicians to keep the FAA IT systems highly available and operational at all times in accordance with the SLA APL criteria. Senior Management shall be permanently based in the Service Area supported (the 6 Service Areas). The SP shall make a good faith effort to fill all vacancies as soon as possible to ensure all SLA requirements are met, and shall communicate its efforts with the COTR and CSA TORs. SLA requirements shall not be modified or waived simply because of a lack of personnel resources. The SP shall maintain an ongoing training program via their Training Plan to all ensure SP employees 43

44 acquire new knowledge and skills necessary to support new technology for managing changes in workload requirements listed in this PWS, and as new technology is employed. The SP shall provide a written statement to the COTR and TORs stating the reason(s) for not meeting the replacement requirements listed in the contract. The SP shall submit a report of vacancies with the Monthly Staffing Report to the COTR. 1.6 SP Training The SP shall provide fully trained employees in all systems, hardware, software, procedures, processes, mentioned in the PWS (refer to PWS paragraphs 3.8 and 4.5 for additional guidance). SP personnel shall have an ongoing training program that includes employees having Individual Development Plans (IDP) which the Government may review for compliance to demonstrate they possess an acceptable in-house training program during source selection or technical evaluation phase. Such training for SP employees is essential for them to acquire the knowledge and skills necessary to support new technology. There are two types of training: Unique to the FAA: The Government is providing training exclusively for tasks that are required to be performed at FAA facilities. In these instances, the FAA shall pay for training. The SP shall submit to the COTR an authorization form cover sheet providing information on the type of training requested, title, purpose of training, cost of tuition, other costs, travel costs (whether local or longdistance), and provide information on the location, start and stop dates of training, name of agency or firm conducting training, and shall require submittal of an FAA Template form No. 84 Support Contractor Authorization) for FAA sponsored travel with sequenced approval signatures of the employee, FAA TOR technical onsite representative, and COTR in order for payment of the class and related expenses to occur., and Directed/Mandated by the Government: The class is directed/mandated by COTR. Same requirements as above. The authorization form for FAA sponsored training is available at the FAA intranet site under FAST procurement and logistics, templates and samples. 1.7 Premium Time Normally, Over-time shall not be required. When there is a need for over-time. It must be approved in advance by the COTR with written documentation. A report shall be filed with the COTR, the 10 th working day of the month following incurrence of any over-time. 1.8 Telecommuting The Government may permit from time-to-time telecommuting by SP employees when determined to be in the best interest of the Government in order to meet work requirements. The SP must have an established program subject to review by the Government COTR and Technical Officers Representative (TOR). All telecommuting agreements must be authorized and approved by the COTR and include date, time, and description of the tasks to be performed. Telecommuting labor is the same as any other staffing labor under this PWS. If the contractor permits Full-time telecommuting under this contract with COTR authorization, then the employee shall be treated the same as if working full-time at the contractor s facility for cost accounting purposes. 44

45 1.9 Travel Authorized travel will be executed by the SP at COTR approval and only to the extent that funding permits. The SP shall always obtain prior authorization for travel from first from the TOR and only after electronic approval by the COTR prior to incurring any travel costs Security of Passwords and Pins Group Passwords and PIN Management: Group Passwords and PIN numbers for access of shared files within a specific site and for a specific period of time on the FAA Intranet or Internet are managed by standards which are defined in FAA Orders, such as FAA Order (Refer Section C-6) and the FAA website link on page 50. Security in the System Development Life Cycle (SDLC): Must comply with the information security steps of IEEE standard for SDLC as defined by the FAA STD-026 and as Referenced in FAA Orders (e.g., order ). (Refer Section C-6) and the FAA website link on page Section 508 Requirements The FAA has determined that the following accessibility standards (36 CFR Part 1194) apply to this procurement under Section 508 of the Rehabilitation Act of CFR Part Software applications and operating systems 36 CFR Part Web-based Intranet and Internet Information and Applications 36 CFR Part Functional Performance Criteria 36 CFR Part Information, documentation, and support The contractor must deliver products and/or services that provide the features described in the above standards, or equivalent salient characteristics. Additionally, the contractor must provide product support documentation and services (i.e. help desk and training) in alternate formats in order to accommodate end users with disabilities. Contractor conformance with this requirement is a material term of the contract. Contractor Support and Services: Support staff and personnel are knowledgeable of the following Electronic Information and Technology Section 508 standards: 36 CFR Part Software applications and operating systems 36 CFR Part Web-based Intranet and Internet Information and Applications 36 CFR Part Telecommunication Products 35 CFR Part Video and Multimedia Products 36 CFR Part Self-contained, closed products (Kiosks, ATMs, etc.) 36 CFR Part Desktop and Portable Computers 36 CFR Part Functional Performance Criteria 36 CFR Part Information, documentation, and support 45

46 2 Definitions and Acronyms Definitions Application Queries Availability Back Out Baseline configuration Business Impact Business Urgency Burn Rate Change Change Request (CR) Component Availability Configuration Auditing Configuration Item (CI) Configuration Management Data Base (CMDB) Configuration Status Accounting Configuration Status Reporting Data Item Description Definitive HW Store Definitive SW Library Delta Release Escalation Forward Schedule of Changes (FSC) Full Release Questions to service desk re applications and application SW the ability of a service, component, or CI to perform its agreed function when requested and is often reported as a percentage A change management process that removes unsuccessful changes from the infrastructure by returning the affected CIs to the pre-change configuration A snapshot in time of known working IT infrastructure configurations A measure of the business criticality of an incident A measure of how quickly an incident needs to be resolved Refers to the rate at which a firm uses up available cash against contract funding usually quoted on a monthly basis. The process of moving from one defined CM state to another A formal request submitted to CCB to change the IT infrastructure, services, or documentation. es all aspects of component availability and unavailability An activity that verifies the physical existence of CI and that the CMDB correctly describes the infrastructure Any component of the IT infrastructure, including documentation such as SLA or Change Request (CR), which is or should be under the control of configuration management. A database in which accurate, up to date information about CIs and their relationships is stored An activity that reports on the current, previous and planned states of a CI An activity the allows detailed reporting and tracking of CI status FAA Template Form No. 60, provides detailed document preparation instructions based on CDRL requirements. The controlled source for HW components The controlled source for definitive copies of authorized SW A release containing just the changed components of the SW Passing information about, or requesting action upon an incident, problem or change to more senior staff or other specialists A document that contains all changes approved for implementation and their proposed implementation dates. An entire program, including ancillary files even if they were not part of what was changed 46

47 Incident Incident Management Process Individual Development Plan (IDP) Incident Management Process Incident Matching IT Information Library Framework Knowledge Base Known Error LEVEL 1 Support LEVEL 2 Support LEVEL 3 Support Major Incident Maintainability Operational Level Agreement (OLA) Package Release Post- Implementation review Priority, Event which is not part of the standard operation of services and causes, an interruption to, or a reduction of, the quality of that service A stepwise progression of the procedures necessary to restore IT services, as well as those necessary to manage the ongoing process. A training plan for each employee that details what courses they are required to have or acquire to perform their duties for their job category. Required as part of the contractor s training plan. A stepwise progression of the procedures necessary to restore IT services, as well as those necessary to manage the ongoing process. Incidents received by the call center are grouped to indicate a common cause for the incidents reported, e.g., a single network failure that causes hundreds of computers to lose functionality IT Infrastructure Library is a set of internal directions for managing organizations that focuses on IT. ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of welldefined best practices, drawn from public and private sectors, and boasts of a comprehensive qualification scheme, accredited training, organizations and supporting implementation and assessment tools. ITIL is the overall plan for managing services. Data base containing incident, problem and known error records, as well as scripts to help gather initial incident information in the most appropriate and logical manner. An error for which the root cause is known and for which a temporary workaround or a permanent alternative has been identified Level 1 support provides an initial point of contact for all types of IT user issues, e.g., password resets, requests for moves, adds, and changes, upgrades, and may involve complex problems which must be escalated to tier 2 for resolution. Level 1 = Tier 1 support. Level 2 support provides desk side investigation and resolution of incidents directed by the call center (NSC) and can involve such things as project/task execution, executes activities assigned by tier 1 including such things as moves, adds, and changes, upgrades. Tier 2 supports unable to resolve complex or application related issues will be escalated to tier 3. Level 2 = Tier 2 support. Level 3 support provides for resolution of highly complex or difficult application and infrastructure, etc to finally resolve or develop a work around for incidents/problems. Level 3 = Tier 3. Those with an extreme impact on the user community or service a measure of how quickly and effectively a service, component, or CI can be restored to normal working after a failure. It is measured and reported as Meantime to Restore Service (MTRS). An internal agreement covering the delivery of services which support the IT organization in its delivery of services between ATO and its customers Multiple SW CI packaged and tested for release as a single unit (e.g., Microsoft Office) A change management review of the immediate technical success of the change. This review determines whether back out is necessary The sequence in which an incident needs to be resolved, based on impact and 47

48 Incident Problem Procedures Projected Service Availability (PSA) Recovery Release Reliability REMEDY Repair Resolution Restoration Service Center Area Service Desk Service Level Service Level Agreement Service Level Targets Service Request Services, IT Significant Change Standard Change TOR Underpinning Contract Urgent Change Workaround urgency The unknown underlying (root) cause of one or more incidents Steps that carry out an activity Document containing changes to the SLA and IT services due to changes described in the FSC. Contains projected service downtime and/or availability. After repair, restoring failed CI to the last recoverable state A collection of new and or changed CIs which are tested and introduced into the live environment together a measure of how long a service, component or CI can perform its agreed function without interruptions. The reliability of the service can be improved by increase the reliability of the individual component or by increasing the resilience of the service to individual component failure. It is often measured as Mean Time Between Service Incidents (MTBSI) or Meantime Between Failures (MTBF) Is an integrated tool suite utilized to support the service management framework of IT organization. Physical or logical changes required to restore CI functionality Restoration of services to users through recovery of a repaired configuration item (CI) User indicates that service is acceptable, and is able to resume working Consists of the Eastern, Western and Central Service Area, along with MMAC, Technical Center, AWA HQ The single point of contact within the IT organization for users of IT services. Service levels are characteristics of a service in definitive and quantifiable terms. A written agreement that documents agreed service levels for an IT service support contract (both commercial and government) providing key performance indicators, metrics, acceptable performance levels of service. Service level targets define the service that IT must deliver to a customer in qualitative terms A request from a user or customer for support, consumables, etc. A collection of related components provided in support of one or more business processes per the PWS Section C. A change with a higher level of risk to the business (cost, resources or service impact) A change to the infrastructure that follows an established path, is relatively common, and is the accepted solution to a specific requirement A technical operations representative is an individual that gives only technical guidance from the FAA s viewpoint and works with the COTR to ensure contractor services properly support the FAA Service Center needs. A contract with an external supplier that supports the IT organization's delivery of services (material and/or services furnished by the Government under Section C 3.0) A change that must be introduced as soon as possible to alleviate or avoid detrimental impact to the business A method of avoiding an incident or problem, either from a temporary fix or from a technique that means the user is not reliant on a particular aspect of the service known to have a problem 48

49 Acronyms ACL ATO AVS AWA AWP RO ASREQ CCB CDRL CI COC COTS CMS CMDB CRR CM CSA DID DNS FSC HW IA IDIQ IDP PO PR LDR LEI NSC IDP ISS IT ITAM ITIL MFD Access Control List Air Traffic Organization FAA- AVIATION SAFETY Aviation Washington Area Aviation Western Pacific Regional Office means as required Configuration Control Board Contract Data Requirements List Configuration Item Certificate of Completion for Task Order Invoicing Commercial Off The Shelf Change Management Support Configuration Management Data Base Closed Resolution Rate Configuration Management Customer Support Area Date Item Description Domain Naming Services Forward Schedule of Change Hardware Information Assurance Indefinite Delivery Indefinite Quantity Individual Development Plan (for training) Purchase Order Purchase Request Labor Distribution Report Lotus Enterprise Integrator National Service Center Individual Development Plan Information Systems Security Information Technology IT Asset Management Team IT Infrastructure Library Multi-function Device 49

50 MMAC MTBF MTBSI MTRS NAS NOS NSC PRS PWS RMAT RMS SCA SLA SP SNMP SW WJHTC VMAT Mike Monroney Aeronautical Center Mean Time Between Failure Mean Time Between Service Incidents Mean Time to Restore Service National Air Space NexGen Operational Support National Service Center Performance Requirement Summary Performance Work Statement Regional Messaging Administration Team Release Management Support Service Center Area Service Level Agreement Service Provider or Contractor or Vendor Simple Network Management Protocol Software William J. Hughes Technical Center Virtual Messenger Admin Team 50

51 3.0 Government Supplied Facilities, Equipment, Supplies, Service The FAA will make available space in its facilities, its equipment and supplies for work under this contract to work on its ATO systems, hardware, software and all ATO infrastructures. All facilities and equipment is subject to FAA regulations for physical security under FAA Order which is referenced at Section C-6. A list of the facility locations is provided at Exhibit 14. Information on the number of workstations, servers and users is indicated at Exhibits 15, 16 and 17. The current general equipment and software make up is provided at Exhibits 3. Exhibits 18, 19, 20, and 21 make reference to various ATO Network infrastructures which include connectivity via portals, LANs from L ENFANT Plaza, the Orville Wright Federal Office Building 10A and the Wilbur Wright Federal Office Building 10B with Cisco 6509s. All equipment is subject to FAA regulations for physical security under FAA Order which is referenced in Section C-6 at page 50 of the PWS. 3.1 Facilities The Government will provide access to its facilities listed at Exhibit 14 (reference to facilities is also made at Exhibit 22) for SP work provided SP employees are cleared for access. Space provided in FAA facilities will include anything from a temporary work area for on-site repairs to normal employee work space that may include cubicles, offices, and desk space as deemed sufficient for SP employees by the FAA COTR, Site manager, or TOR when SP employees are co-located within and on-site at FAA facilities. The SP shall be required to maintain all work areas in a neat, clean and uncluttered condition for personnel safety and health of its workers and the Federal workers co-located in the same area. 3.2 Equipment The Government will make available its operating equipment for SP staff to work on and to maintain for those SP employees that are co-located at ATO facilities. The Infrastructure equipment listings are provided in the Lay of the Land Exhibits for the Eastern, Central and Western Service Areas, along with MMAC, Tech Center and AWA shown at Exhibits These exhibits reflect the most current inventory of workstations, servers, users that handle equipment indicated in Exhibit 3 and equipment configuration can and may vary from site-tosite. The Government will make available all required equipment needed to perform work under this contract. No actual equipment transfers will take place between the Government and the SP. Contractor personnel will simply be using FAA equipment within the confines of FAA (premises) facilities. The only equipment which may on a limited and case-by-case basis be assigned to contractor personnel may be laptops as needed for work, and only when approved in writing by both the TOR and COTR. Upon contract start date, the ATO on-site plant property manager or other appointed Government Official will assist the SP with where the SP employees will be located and the kind of equipment they shall use in their work at each ATO site location. Again, the SP shall be responsible for any repair or damages that its employees directly cause beyond reasonable wear and tear. The SP shall use only Government furnished equipment for the purpose of this contract. This includes the use of all software, which shall be supplied by the Government. No unauthorized changes may be made to the IT infrastructure. No unauthorized software, personal software, software purchased by other than the IT Organization, or freely available software shall ever be used on any Government equipment. Any exceptions to this policy must first be approved in writing by the COTR, and only after consultation with other Government officials. 51

52 The SP shall be responsible for proper use, care and general condition of all Government equipment made available. The SP must make sure its personnel understand that FAA equipment is used for official Government use only. The SP shall also repair or reimburse the Government for damages beyond reasonable or normal wear and tear of equipment that breaks or is damaged as a direct result of misuse by SP personnel. 3.2 Spares and Repair Parts (Supplies) The Government shall furnish all spare and repair parts needed on this contract. The SP shall be responsible for accounting for items issued to, stored, deployed or otherwise consumed by SP personnel. The SP is responsible for proper administration and use of repair and spare parts issued to it for service and repair to network components, PC s, printers and peripherals. The SP may provide a list of items to the Government that needs to be replenished on a quarterly basis, and shall so document their replenishment request in the Report of Supplies and Repair Parts for Replenishment on the Contract Data Requirements Listing. 3.3 Directives (Supplies) All required FAA regulations/directives/instructions/letters can be found in Section C-6. The majority of the directives to be required of the SP are mandatory (M) in nature, few are advisory. In order for the prospective SPs to become familiar and understand the ATO IT Directorate will make arrangements for these directives to be either viewed in person, or made available for in-person viewing at the discretion of the ATO Directorate. 3.4 Telephone Services Local Class A telephone service and Federal Telephone Service shall be furnished to SP employees working on-site at FAA facilities. Long-distance calls are prohibited, except when required to perform the contract. 3.5 Conferences and User Groups Contract employees may be required to attend conferences and user group meetings as deemed necessary by the FAA and will be so directed by the COTR. The Government will provide and be responsible for all membership fees and associated travel costs at the not to exceed Federal Joint Travel Regulation rates. When required, the SP shall obtain prior authorization to attend any conference from the COTR. Expenses shall be submitted as Other Direct Costs in the monthly cost voucher summary. 3.7 Training Contractor employees must be adequately trained (normally at the contractor s expense) to perform the specified duties relative to the hardware and software products cited in this PWS at time of contract award (referenced as a part of the current ATO Infrastructure); and contractor employees shall maintain proficiency in the cited products as newer versions of the cited software products are released. Training costs associated with maintaining proficiency in the existing contract products must be captured and accounted for by the contractor as an indirect cost. Should the FAA introduce new products or technology into the ATO environment (i.e., change the ATO Infrastructure), and should training be required to enable the contractor workforce to perform the stated contract functions relative to the new equipment and technology, the training costs associated with such training (for newly introduced products and technology) may be treated as direct costs by the contractor. Such training expenses may be authorized by the COTR (within the not-to-exceed cost ceilings identified on the 52

53 contract at that point in time). The SP shall refer to PWS paragraph 1.5 and associated training submittal requirements for the training plan and IDPs. 53

54 4.0 Service Provider Facilities, Equipment and Supplies The SP is NOT authorized to bill for any facilities, supplies, or equipment unless authorized by the Contracting Officer in writing. 54

55 5.0 Performance Requirements All work under this PWS must be performed in accordance with applicable FAA directives and guidance and per the Performance Work Statement (PWS), Service Level Agreement (SLA), and applicable CLIN structure. There are several functions that will not start until year two or three of the contract, so be sure to make reference to the RFP CLIN structure and delivery schedule. The magnitude and complexity factors for each functional area of service are indicated under each functional heading (5.1 through 5.17). Types of hardware and software general available to FAA ATO is listed at Exhibit 3, 24 and 27, while the current desktop/laptop OS universe supported in found at Exhibit 23 entitled, ATO Workstation Baseline Image. In rare instances there may be instances of non-standard OS such as Linux, older versions of MS Operating Systems still residing on the network, as well as many non-standard, applications that can be found at Exhibit 24. The user base within the FAA for this effort includes ATO, Headquarter staff offices, and other Lines of Business such AHR, ABA. Various Technical Exhibits are listed in Section C-7 of this PWS which make reference to PWS functional areas National Service Center (NSC) Support (begins April, 2009) The NSC involves support of approximately 39,000 users, and may expand to 46,000 users over the periods of performance as a result of adding support for other FAA Organizations. However, the FAA has made no decision as to whether it would be in the agency s best interest to add other organizations to the NSC, and any such decision would be made only after consideration of numerous factors independent of this contract (including the results of a pending procurement action for the AVS organization). The SP shall be capable of resolving most, if not all, incidents over the phone. Call center operations are located at WJHTC, MMAC and the AWP RO. This requirement is for 24/7 365 operation. NSC call center agents are defined as Level 1/Tier 1 Support. The NSC staff assists customers experiencing problems with accessing or using computer resources. The NSC resolves routine and minor technical problems related to workstation and Local Area Network, and exercises judgment in escalating problems/issues to technical personnel. Work requires documenting calls using automated infrastructure management/ticketing software. NSC agents monitor and report on systems operational status. NSC agents participate in maintaining Standard Operating Procedures (SOP) for the ATO Help Desk. Level 1 support will be required to monitor server and network status. Exhibit 7, NSC Metrics (Incident per Group (Closure Rate %) and Exhibits 13 relate to the ATO balanced scorecard. The NSC Call Center uses many Standard Operating Procedures (SOPs) for administration and handling of incidents and user requests and these will be reflected by Exhibit 37 and other Call Center SOPs. In support of the NSC, the SP that supports the NSC shall achieve HDI Support Center Certification in accordance with the certification process as stipulated by HDI, which includes submission of required documentation prior to the onsite audit, and availability of necessary personnel for interviews and access to the NSC for observation during the onsite audit. The SP shall achieve HDI Support Center Certification for the NSC within twelve months from contract start, and once attained, shall maintain the certification throughout all future performance periods by undergoing a renewal audit every two years as required by HDI. The SP shall pass the required HDI audits by achieving minimum or higher rating scores as required by HDI. The cost for acquiring and maintaining site certification is initially $25,000 and $15,000 each year thereafter. The cost of certification shall be billed to the FAA under 55

56 this requirement as an ODC only when full certification is achieved. Cost for certification and recertification shall be detailed with supporting HDI documentation. The Key personnel for the SP operating the NCS Call Center shall be professionally certified as a HDI Support Center Manager and Director via the courses provided by the HDI courses not later than the last full month of contract performance on the first year of the contract. Other call center personnel may be required to meet certain professional course requirements with COTR concurrence. In addition to the required HDI requirements, the SP shall perform NCS Call Center activities include: Monitoring call queues ( , web chat and phone); Answering phones promptly; Exhibiting courteous, professional behavior when dealing with customers; and Utilizing the Knowledge Base (part of the NSC tool suite); Assessing the problem / request; Accessing desktops remotely, when necessary: Making repairs; Escalating call to experts or Level 2 technicians; Documenting findings and actions; and Keeping users apprised of incident and resolution status per ATO guidance 56

57 5.2. Field Support (Desk-side/Local User Support) (Begins April, 2009) Field Support includes desk-side, field or local support and is defined as Level 2/Tier 2 Support. The size and complexity of this requirement is for users located at over 880 geographical locations with multiple desktop/laptops and infrastructure configurations at a wide variety of FAA operational sites. While some of the sites may be as small as 1 user, others sites may have several thousand users. Most sites will require travel to resolve complex user incidents. In support of this subtask, contractor personnel may be required to travel to distant sites and locations. The SP will perform installations and configuration management, ensuring all systems perform acceptability. The SP will trouble shoot issues for customers to ascertain whether the equipment being evaluated is performing correctly in accordance with manufacturers published specifications and performance metrics. The SP will perform installations, configuration management, and ensure all systems perform acceptably. SP provides detailed assistance in maintenance, administration, monitoring, and management of personal computer software. NOTE: Server monitoring by the SP may begin in 2010 under this PWS, however, should the ATO decide to begin server monitoring earlier, the SP should be ready to begin April The SP will assist in improving IT performance by conducting detailed comparisons of various office automation concepts. Field support technicians provide management with status of projects, problems or other outstanding issues. The SP shall establish and maintain local area network security. Level 2/Tier 2 support includes some of the same requirements as level 1 support, but also includes: Assessing escalated incidents; and Accessing desktops remotely, when necessary; Taking appropriate action Resolving problems and restore service; Escalating calls to Tier 3 (experts) Making arrangements to visit the user; Making desk-side visits and taking necessary actions to resolve issues; Documenting findings and actions taken for file; Keeping users appraised of incident and resolution status per ATO guidance; If Tier 2 incidents can t be resolved, the SP shall refer the incident to the next support level which involves referring the issue to Problem Management for route-cause analysis and trouble shooting. 57

58 5.3 Problem Management Support (Begins April, 2009) Problem Management is defined as Level 3/Tier 3 support and involves complex route-cause analysis and trouble shooting. Problem management looks for the root-cause of a problem and seeks to affect the removal of the fault underlying the Problem from the IT infrastructure with FAA. The size and complexity of problem management has users are located at over 880 geographical locations with multiple desktop and infrastructure configurations at a wide variety of FAA operational sites as indicated below. The universe of equipment, software and customers is the same as that indicated at Exhibit 3 and 27, is also covered in Exhibits 15 through Exhibit 21. Some of the sites are as small only 1 user while others have several thousand users to support. Most sites will require travel to resolve complex user incidents. In support of this subtask SP personnel may be required to travel to distant sites and locations for tier 3 resolution. The SP must be skilled in assessing all types of incidents (hardware and software related) and have the technical expertise to either solve the particular incident or escalate the incident to the appropriate technical support personnel. SP shall serve as a primary point of contact for changes admitted into the CM process, be responsible for scheduling and overall quality of the change packages. SP shall manage incidents in an organized and efficient manner. Several incidents that have a common cause indicate the existence of a problem. Problem management in the ITIL framework involves development and implementation of a formal process for identifying root causes, identifying the appropriate change necessary to efficiently resolve the problem, manage the flow of the change through the vetting process that leads to deployment into the production environment. Problem management involves some degree of overlap in Level 2 and Level 3 support, therefore it includes: Providing incident resolution (part of the Incident Lifecycle) Providing root cause analysis and review for known errors Proposing changes to configuration items using the CM process (to mitigate or remove the error/failure) Providing work-around of a temporary or permanent nature (depending on the analysis) Providing management reports using historical data and trend analysis 58

59 5.4 Configuration Management (CM) Support (Begins April, 2009) Configuration Management covers accounting for IT assets with the ATO FAA organization and its services. CM provides accurate information on configurations and their documentations to support other Service Management processes, thereby establishing a sound basis for Incident Management, Problem Management, and Change Management which verifies configuration records against the ATO FAA infrastructure, identifying and correcting any exceptions. The SP shall implement CM processes and procedures for all ATO IT infrastructures in conjunction with the IT OPS Configuration Control Board (CCB). The SP shall comply with all mandatory exhibits pertaining to CM and CCB processes including Exhibit 26, CCB Group Charter and process, as well as, FAA Order located at Section C6 (6.0). The SP shall assist the ATO CCB in CM implementation at all 880 FAA ATO sites are listed at both Exhibit 14 and Exhibit 22, and may include non-standard OS such as Linux and older versions of MS Operating Systems. CM covers all standard desktop/laptop applications reflected at Exhibit 23 which refers to the ATO Workstation Baseline Image, and other non-standard applications shown at Exhibit 24. The SP will be required to draft CRs for changes that vary in complexity from as simple as adding network drops and for changes as complex as major software deployments. The number of CRs are expected to grow, and includes all types and complexities. Current CR volume for complex changes only runs about 250 complex CRs per year and may increase to a maximum of 40,000 which will include both simple to complex. Complex changes are generally managed through the IT operations CCCB, with subordinate CCBs established throughout the country for less complex change management. All CRs use the REMEDY tools suite as the automation tool for CM. The SP shall adhere to the Change Control Process which includes Planning, Development and Testing, and Implementation stages for all CM to maintain and improve the CM baseline for software and hardware of the non-nas infrastructure. The SP shall also comply with FAA Order which establishes the ATO IT OPS CCB process. The Configuration Management Data Base (CMDB) implemented as part of the NSC will be the repository for all ATO infrastructure baselines. Until such time as the CMBD can fully the needs of the ATO, the SP will provide support for other Lotus Notes based CMBDs currently in use. Henceforth, CMBD refers to both the NSC CMBD and other Lotus Notes-based CMBDs. The SP shall support ATO IT CM by following established CM procedures during the performance of tasks under this contract. Where procedures do not exist or are sub-optimal, the SP shall provide expert technical support to ATO to create the necessary process improvement documentation. Specific duties of the SP staff shall be to: Process change requests, waivers and deviations Confirm the accuracy of CM established baselines Submit corrections and improvement proposals for CM processes Identify, document and verify relationships and the dependencies among CIs Support problem management tasks to link the CIs affected by problems to the incident / problem / change management processes Ensure the CI status is properly maintained throughout the change process Provide technical support to ATO in planning and defining the scope, objectives, policy and processes of the CM data base (CMDB) Provide identification and documentation of all baselined CI Support development of definitions, interrelationships of CI. 59

60 Manage baselines in the CMDB and other repositories for facility network diagrams, Word, Excel, PowerPoint, Visio, and other documents; Change management status, CCB Decision documents; CCB briefing documents; Change Management Forms, transaction, confirmation, and information ; NSTB requests and recommendations; FSC and changes; and array for baselined CM reports Provide timely access to CI, information concerning CI and reports Provide timely CI updates to the CMDB Provide Status Accounting - keeping track of the status of components throughout the entire lifecycle of configuration items e.g. from In Production to off-line and retired Provide Verification and Audit to verify that the correct information is recorded in the CMDB, followed by scheduled audits to ensure the CMDB is kept up to date Provide Configuration Status Reporting Regular reports on CI status from data maintained in online sources / CMDB. 60

61 5.5 Change Management Support (CMS) (Begins April, 2009) The size and complexity of Change Management requires that strict CM shall be adhered to at all 880 geographical sites, as well as, all SW applications as indicated at 5.5 through below. This means that CRs shall be submitted for changes as simple as adding network drops to as complex as major software deployments. Current CR volume for complex changes only runs about 400 per year and may increase as much as 40,000 by In support of the IT OPS (AJF-A4) organization, CCB, subordinate and higher level CCBs, and other CCBs outside the IT OPS management span, the SP shall support all participant roles (e.g., Stakeholder, SME, security, etc) in the IT OPS CCB process. The CCB process is referred to in the CCB-Relationship Chart. The goal of the CMS process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change related problems upon the service quality of the organization. Therefore, the SP shall be responsible for assessing all risks associated with a change, analyze the impact of changes, propose options to minimize the impact of changes to the infrastructure, and keep ATO IT management apprised of these activities through the ATO CM processes. The SP shall apply ITIL best practices in performance of all Change management tasks to support the IT OPS CM process. Complex changes are generally managed through the IT operations CCCB, with subordinate CCBs established throughout the country for less complex change management. All CRs use the REMEDY tools suite as the automation tool for CM. The SP shall: Provide Change management support to customers and users of the IT Operations Change process Provide lifecycle support to all IT OPS authorized CCB issues, as approved by the IT OPS CCB, with the guidance of the FAA Enterprise CM Policy Provide oversight and review of authorized subordinate CCB process and practice Provide CM lifecycle support to the IT OPS (AJF-A4) CCB, and those of authorized subordinate IT OPS CCBs Provide IT OPS management with supporting background information to build insight into technical, financial, impact, and risk information associated with a proposed change Provide administrative and technical support to forums for coordination and collaboration of proposed change to the IT OPS Infrastructure Provide information to IT OPS and subordinate CCB participants concerning proposed changes, estimates of impact, issues, resolutions, and CCB decisions. Support synchronization of change among subordinate authorized CCBs, between the IT OPS CCB and subordinate authorized CCBs, and with other approved CCBs Coordinate with management of the CMDB to retrieve pre-change baseline information applicable to a CR, and provide the CMDB with change information for CMDB postchange baseline update Provide CMDB support for assurance of the integrity, accuracy, and currency of CI s IT infrastructure baseline through coordination with regular internal CMDB reviews and audits Provide CM technical and process coordination with the National Test bed (NSTB) as part of the Change process. Assure that change requests approved by AJA14 CCBs are submitted for testing if required. 61

62 Provide CM interface with Release Management to assure that change requests approved for implementation by AJF-A4 CCBs are submitted to Release Management. Forward Schedule of Change (FSC), Standard Desktop and Image. Deployment plan and breakout plan as part of the approved standardized Change/Release package Coordinate internal Release Management reviews and audits to provide assurance of the integrity and accuracy of Release Management process and CI through regular Conduct post-implementation reviews to evaluate process efficiency and maturity. 62

63 5.6 Release Management Support (RMS) (Begins April, 2009) Release Management involves rolling out changes that includes the release and distribution of Configuration Items (CIs) into the production environment covering hardware and software. Quality Control during the development and implementation of the new hardware and software is a responsibility of RM. RM is important because of the interconnected nature of ATO applications. RM growth projections are to be provided in the solicitation itself at Section J. The size and complexity of this requirement revolves around the deployment of SW changes for over 189 known applications, Exhibit 24 pertains. Most applications have not been developed in a standard manner and increase the complexity and difficulty of packaging and deploying changes. These applications cover all current 32,000 and projected 40,000 users. The focus of release management is the protection of the live environment and its services by using formal procedures and checks. All SP service desk, field support, CM specialists and network administrators must be familiar with and use the ATO change and release management processes. The ATO performs installation and compatibility tests on all proposed SW deployments. Similar testing is performed on all proposed changes to hardware within the non-nas IT infrastructure. Requests for release of new software/applications are currently being received from all organizations within the FAA. The SP will be totally responsible for ensuring the release management function is documented, along with its processes for outreach, test, change management and release management specifically focused on customers requiring business use of the ATO non-nas infrastructure. Release Management support shall be provided by the SP in order to: Develop release management policy and procedures Provide ATO release management team outreach, communication, training and execution of ATO release management processes Maintain physical control over the definitive copies of software and hardware components as defined by release and configuration management policy Deploy Hardware (HW) and Software (SW) Ensure that all change packages deemed suitable for deployment include installation plans/instructions, service desk training/documentation, back-out procedures, schedules and other information necessary to ensure a high probability of first-pass success for deployments. 63

64 5.7 Network Technical Support (Begins April, 2009) This requirement cover 880 geographical sites which includes all servers, routers, switches, cabling, wiring, and all other equipment and systems described herein. Network Exhibits 18 through Exhibit 21 reflect information on the Headquarters AWA and AVN, WJHTC, and MMAC networks Infrastructure and Security Support The SP shall adhere to all ISS directives during the period of performance reflected in Section C6, and at the FAA ATO Directives web site shown in C-6. Primary network equipment includes but is not limited to Cisco Catalyst 6500/6000/4500/4000/3700/2900 Series switches for Gigabit, FE, and Ethernet switching, Cisco Catalyst 72xx for routing. The ATO LAN/MAN/WAN currently supports network environments including: Gigabit Ethernet, Fast Ethernet, Ethernet, and Frame Relay. Security related equipment includes but is not limited to Checkpoint Nokia firewalls, McAfee Anti-Virus software and appliances, Patch link, Bluecoat proxy appliances, Foundstone and other vulnerability scanning equipment, Simple Network Management Protocol (SNMP), Wireless technologies and Network Access Control appliances. The SP shall contribute to, and shall: Develop ISS policy, guidance, procedures and training Develop ISS architectures and ISS requirements Provide (exchange) technical and programmatic information with System development teams to develop Security Certification and Authorization Packages (SCAP). During the contract period, the IT organization intends to be upgrading all non-ipv6 compliant equipment across the backbone and WAN, supporting and implementing VOIP, standardizing IT-owned infrastructure and implementing network monitoring tools and bandwidth management tools across the WAN. These tools include but are not limited to AdventNet s OpManager, with vendor specific SNMP management packages such as CiscoWorks (CWSI). Network General Sniffer analyzers are utilized for troubleshooting problems with the LAN and the attached segments. The SP shall: Implement IPv6 upgrades to ATO networks Manage, maintain and implement VOIP Upgrade ATO networks to achieve ATO standardization goals Manage, maintain and implement network monitoring, access control and bandwidth management tools, policies and procedures Network Operations During the conduct of all network operations, the SP shall: Analyze and assess equipment and performance degradation, including determination of hardware, software, networking, and/or other technical changes necessary. The SP shall meet operational requirements and have the responsibility for troubleshooting network problems, identifying probable cause, taking corrective action and making written recommendations to prevent problems from recurring. 64

65 Monitor the network and proactively making recommendations to improve performance while resolving and/or preventing potential problems Administer and maintain network addresses in compliance with FAA addressing standards, policies and procedures, utilizing COTS applications as available; maintain the systems that provide remote access to the network manages IP (primarily assigned through DHCP) addresses and provides Domain Naming Services (DNS) for both Internet and Intranet usage Develop requirements and specifications for new hardware, software, and/or services (assisting Government employees); assist in determining requirements, developing plans and justifying additions and modifications to hardware and software for network systems and in the planning, installation, operation, maintenance, managing, configuration, and performance monitoring of the network and associated equipment and connections. 65

66 5.8 Desktop & Peripheral Technical Support (Begins April, 2009) The size and complexity of Desktop and Peripheral support shall cover approximately 32,000 to 40,000 desktops, approximately 1500 file and print servers, approximately 11,000 printers/copiers (multi-function devices-mfd) at over 880 geographical locations. Some of the sites may be as small as 1 user while others may have several thousand users. Most sites will require travel to resolve complex user incidents. Travel may be to a neighboring building to six hours or more at a distant site. Infrastructure includes include desktops, laptops, peripherals, printers, copiers, cabling and all other desktop and peripheral equipment. The SP shall render desktop and peripheral technical support that shall: Provide planning, analysis, troubleshooting, integration, acquisition support, installation, testing and validation, operations, maintenance, limited training, documentation, and administration services for all ATO non-nas desktop HW and SW systems and network-attached devices at all manned ATO facilities Perform incident response corrective actions as required. Notification and work assignment shall be via tickets from the NSC. These are level 2 technical activities Perform problem management technical activities as assigned Evaluate proposed CM changes and providing comments to improve the quality of the change package and/or its likelihood of successful deployment Recommend changes to the desktop infrastructure to improve performance, reliability, mean time to repair and security such as removing and replacing IT equipment; moving, adding and making changes to a location, or configuration of IT equipment Provide technical support for network-attached devices (printer, copier and workstation) maintenance contracts and associated SLAs to ensure contractually required services are actually provided Create tickets in the NSC when incidents are discovered that had not yet been reported. 66

67 5.9 Information Systems Security Support (Begins April, 2009) The size and complexity of ISS Support covers users located at over 880 geographical locations with multiple desktop and infrastructure configurations at a wide variety of FAA operational sites. Some of the sites may be as small as 1 user while others may have several thousand users. Most sites will require travel to resolve complex user incidents. In support of ISS, the SP s personnel may be required to travel to distant sites and locations. The SP shall provide ISS technical services and operations to support the ATO in compliance with FAA orders a, and for security of the non-nas infrastructure as referenced at Section C-6. For the purposes of this PWS, ISS support and Information Assurance (IA) is used interchangeably. IA implies the consideration of customer operational requirements of system availability, authentication, confidentiality, and non-repudiation when any changes are proposed to IT systems. ISS support services include the following activities: Review Information Security Policy & Procedures The SP shall support the ATO ISS organization as needed to identify, analyze, define, coordinate, implement and audit the security policies, procedures and processes for the non- NAS IT infrastructure Perform Risk Assessments The SP shall support the ATO ISS organization as needed to conduct data collection and risk assessments of the non-nas IT infrastructure. The SP may support ATO in the risk analysis and assessment for any systems deployed on the non-nas infrastructure Info Security Engineering The SP shall support the ATO ISS organization as needed to conduct security engineering support to improve the IA posture of the non-nas IT infrastructure Intrusion Detection The SP shall support the ATO ISS and IT Operations organizations as needed to develop response and handling procedures for intrusion incidents. Tasks include conducting, supporting and coordinating network intrusion event detection and analysis Security Incident Response Incident response actions shall be taken in accordance with the contractor s proposed incident response procedures. Performance metrics for incident response are highlighted in Exhibit 2, and shall be part of the contractor s proposed SLA which shall meet the minimum standards for the FAA. Incident response is initiated by the ATO ISS group via the Remedy call center tool. Level 2 and 3 Service Provider personnel (See Section C2 Definitions) shall perform the following tasks, and make every effort to meet the SLA requirements as set by the priority level of the incident: Investigate the facts surrounding the incident, using ISS resources as needed Develop damage mitigation strategies Implement mitigation strategies as approved by COTR or TOR Document all changes, following up with a CR as needed 67

68 5.9.6 Remove Viruses and Other Malicious SW (Malware) When notified by ATO ISS Operations (Cyber Security Management Center) which monitors for all intrusions, security issues and other security events one notified through the NSC call center, SP technicians shall identify, isolate and neutralize the spread of malware through the use of McAfee ID Administration and Management Define, develop, manage and administer processes used to issue and secure user ID s, passwords and security keys (public/private, unique) in compliance with ATO and FAA standards, policies and procedures. 68

69 5.10 Training Support The size and complexity of this requirement is self explanatory based on the size and complexity of all other PWS elements User Training (Office Automation) The SP shall provide users training in the use of the Microsoft Office products, IT equipment, and other applications as required and where required One-on-One User Training Desk side training shall be conducted when an ATO end user needs direction in the use of the applications and IT hardware necessary to perform their job at their work location. This activity shall be performed desk-side by phone or internet, and shall be coordinated through the NSC Group/Classroom Training Group training may be performed in a classroom setting or virtually using Lotus Sametime, at the Government s discretion, on a scheduled basis at all large (>100 users) locations, based on user requests and/or program requirements. Training courses and materials shall be COTS, except for customized Lotus Notes materials, and may be modified as necessary to meet ATO (agency) training requirements. 69

70 5.11. Program Office Technical Support This requirement is to support the functional areas listed in this Performance Work Statement at headquarters and Customer Service Areas. At contract start the user level will be approximately 32,000 and by contract end is estimated to increase to 60,000 users. The complexity requires all elements program management as described below Budget and Financial Management The SP shall assist the Program Manager and COTR in business, financial, programmatic, and administrative matters. The SP shall provide recommendations on program financial matters and business management decisions for the functional areas covered in the PWS. The SP shall develop a database (as described in CDRL-018) for capturing and retaining all financial and contract performance metric data covering all PWS requirements. The development and retention of financial and performance data shall be in the form of a fully accessible, easy-touse data base (repository) which shall be accessible 24/7/365 by the COTR, Program Management officials, Government auditors, and inspectors, as well as the SP. The database shall be able to provide reports, data extracts from both current and past data. The Government shall be able to easily extract financial and performance metric reports as needed. The SP shall: Create Briefings, Presentations and Reports The SP shall create any briefing, presentation, or report needed and shall retain, file, and organize the same to be efficiently and effectively retrieved at all times. The SP shall provide recommendations concerning business management decisions and issues pertaining to the functional requirements in the PWS Scheduling The SP shall manage an overall master performance schedule for any and all PWS requirements. The SP shall provide and maintain a master schedule for work elements and provide schedule data to the TORs and COTR as required. Scheduling shall include such actions as compiling reports based on input from all TOR personnel; distributing weekly scheduling status reports and progress reports, and tracking report progress on specific projects to the COTR and for TOR projects. The SP shall create, update, and maintain master program schedules, as directed by the COTR or TOR. The SP shall use MS Project and MS Excel to create and maintain program schedules. Schedules and schedule updates shall be published in MS Project, MS Excel, and/or html formats. Performance of these duties includes such actions as: Creating of a master program schedule for each fiscal year and/or for each phase a project under each of the six Service Center Areas Updating dates and showing progress on a weekly or monthly basis Re-scheduling project/work timelines as directed by the TOR (SCA Program Manager) Creating and maintaining schedules for individual TOR projects, as directed Posting updated schedules weekly, as directed Prepare and Provide Status and Progress Reports The SP shall provide status and progress reports on a monthly basis by to required recipients indicated in the CDRL(s) listed below. Status and progress reports shall be 70

71 summarized to reflect all initial, ongoing, and completed work under this PWS, (Section C, 5.1 through 5.16). At the beginning of the contract, the actual format and make-up of the reports indicated below will be found in samples provided. Performance of these duties includes preparing the following reports or charts: Weekly in-person status meeting per CDRL-003. To be held to report on all routine work products or service actions completed Monthly Contract and Cost Status per CDRL-001 and other information shall be provided including: The Cost Status Report per CDRL-001 must be provided in MS Excel in both chart and column format containing the following data vertically in $ (dollars) by months for: Projected Monthly Burn Rate and cumulative burn rate; Certified monthly Invoice and cumulative invoices to date; Cumulative surplus (projected burn rate minus certified invoices); Funds remaining monthly and cumulative. The format will be provided by the Government. A monthly summary report shall be provided along with the Cost Status Report that includes information on 1) Data on work begun and completed during the month, 2) Problems encountered with corrective actions taken and estimate of impact on cost, manpower, schedule and technical performance, 3) List of areas identified requiring contractor action, 4) List of areas that require Government action Labor Distribution Report per CDRL Trip Reports per CDRL-014 (format to be worked out with COTR) Key Management and Employee Leave Schedule per CDRL Monthly Staffing Plan per CDRL-012. A list of all contractor personnel geographically listed performing work during the invoicing period provided monthly per the CDRL SLA Monthly and Cumulative Performance Report per CDRL-007. Monthly, the SP shall self report on their performance metrics in relation to the Service Level Agreement Acceptable Performance Levels and rating minimums. SP shall ensure that reported metrics conform to FAA requirements per the contract. All performance reports shall be broken down by Customer Support Area (CSA) and submitted for review by the CSA TOR and the ATO COTR Ad Hoc Exception Report per CDRL-004. The SP shall provide a brief, written report on significant problems or outages within 8 hours after resolution at the request of the COTR. Reports to be submitted electronically by to the COTR Quality Control Plan per CDRL Problem Management Report per CDRL Configuration Status Report per CDRL Contractor Training Plan per CDRL Employee Concurrence Form per CDRL Transition plan per CDRL Government Furnished Equipment Report per CDRL-016, for any laptops or other equipment provided to the SP necessary for performance of contract work. 71

72 Report of Spare and Repair Parts used per CDRL-017 for any repair parts used in performance of contract work to provide maintenance or repair of infrastructure Report of initial and annual HDI site certification under CDRL-018 for the NSC Project Management The SP shall adhere to commonly practiced program management guidelines for work under this PWS for the management of assigned work to ensure that requirements are met on time per schedule. Emphasis is on timely completion of work, roll-out of new HW, SW, and training. The SP shall analyze all work requirements in the areas of business management, financial management, program scheduling, and critical path analyses as needed, ensuring support requirements are performed, and program analyst/management activities needed for successful completion of work is properly performed. Project management includes, but is not limited to the following: Reports for weekly and monthly schedule and status updates on work performed Managing work to remain on schedule and within budget, as assigned by the COTR Coordinating any and all work for the IT Ops Group CCB, stakeholders, IT staff, and the general customer base Project Plans, Schedules, Requirements, and Performance Work Statements The SP shall create project plans, requirements, schedules, and performance based statements of work, along with summaries for every project assigned by the COTR, gathering requirements for each project from appropriate FAA points of contact; determining the scope of work to be performed in coordinator with the PM, COTR and TOR managers; identifying resources necessary for successful completion; creating a clear project plan that includes project summary as well as detailed tasks and steps necessary to complete the project; make recommendations to the Messaging Services team on the necessary resources to successfully accomplish the assigned project; creating and maintaining a project schedule, and keeping all affected parties are kept informed of the work that needs to be done Track and Report Project Status The SP shall track and report the status of project schedules as directed by the COTR or PM in order that weekly status on all projects being managed are reported, updated and the plan accurately reflects the scope of work (PWS) to be performed, ensuring all work products remain on schedule, within scope, and meet cost control requirements per the contract. The SP shall notify the FAA Program Manager and/or Team Lead of any potential problems Communications The SP shall communicate the intent and status of the contract s work to all affected parties via the IT Ops Group CCB and as directed by COTR/TOR. The SP shall coordinate project development and deployment with the IT Ops Group CCB and with other FAA groups as directed by the COTR; provide relevant project updates to be posted on the Ops Group web site, in newsletters, and/or reported on regular telecoms or briefings, and ensure that project deployment dates are posted to the deployment (FSC) calendar. 72

73 5.12 Lotus Notes and Domino Application Development This is an ATO program used for all of FAA and its workforce. The size and complexity of this requirement only covers all of FAA servicing approximately 60,000 users. In support of FAA business processes that can be automated via the Messaging system, the SP shall provide the following support services shown below including data retention, archiving and system reliability requirements. There are currently 20 applications in development. The SP must maintain all existing applications, and shall also create, update, maintain, and document changes to all Lotus Notes templates in the NexGen environment. The SP shall provide and fully develop and document Notes-based applications as directed by the COTR/TOR and shall maintain an inventory of all applications running in NexGen environment as shown below Lotus Notes/Domino Application The SP shall provide and fully develop Notes based applications in response to COTR/TOR direction. The SP shall: Modify, maintain, and document changes to the Notes , calendar, discussion database, and team room templates Provide custom Lotus Notes calendaring solutions to meet the needs of the FAA Develop Notes-based applications in response to Line of Business (LOB) requests. This includes but is not limited to: Administrator s Scheduling Application, Directory Services, Self Service Center, e-center, Supply Order Tracking, ProjecTrak, Mail Jail, RMAT Tool box and leave application Work in conjunction with and provide information for the Agency Meta directory effort Document all developmental changes and new application development in accordance withy ATO CM procedures. The SP must maintain an inventory of all NexGen applications that includes the most current version. The application inventory includes both a physical list of the applications and an electronic data base of the current version. The list of the NexGen applications is provided at Exhibit Ensure that all custom developed Lotus Notes applications have built-in fail over capabilities and fully leverage the FAA s established Lotus Notes replicated environment Template Changes The SP shall modify and maintain the Notes , calendar, discussion database, and team room templates as directed by the COTR/TOR. The SP shall deploy template changes on a quarterly basis, documenting and coordinating all template changes which shall include the: Notes template Notes calendar template Notes discussion database template Notes team room template. 73

74 Customized Calendar Solutions The SP shall provide customized Lotus Notes calendars to meet the business needs of the FAA. The SP shall customize, deploy, and support a group calendar solution for the FAA that provides custom Lotus Notes calendaring solutions to meet the changing needs of the FAA. The shall will support the Logic Springs Department Calendar application currently in use at FAA, and shall customizes the Department Calendar to meet the group calendaring needs of the FAA, and create and custom calendaring printing options to meet the FAA s business needs Notes Application Development (Existing Requirements) The SP shall develop applications to meet the following requirements: Maintain an Organizational Hierarchy application to capture and maintain relevant employee information Capture and maintain organizational routing codes, telephone numbers, addresses, and other pertinent information for FAA employees and FAA contractor employees Maintain an interface that allows users to update their information in the selfservice registration data base Maintain applications that include, but are not limited to: Electronic leave requests, Self-service registration databases, tracking databases, Create agents as directed by the COTR/TOR, and develop and maintain ebusiness forms when requested by the customer to meet the requirements outlined in the scope documents provided at the time of development Lotus Notes and related application Training. The SP shall perform the following actions in the maintenance of coursework for end-user, local support, and Lotus Notes administrator training on Lotus Notes basics, calendaring and custom applications. This must include training courses for Lotus Notes 7.0.2, 8.0.1, and above; training courses for future Notes Upgrades. The SP shall: Develop coursework for end user training on FAA s Messaging Services products Offer two Lotus Notes basics and calendaring classes per quarter. One course may be dropped if there are fewer than 10 registrants Register users for classes Perform classroom or one-on-one instruction Maintain class evaluation forms; Distribute evaluation forms to students at the end of classes; Provide completed evaluations and a summary thereof to government COTR Update student records in the agency s official electronic training tracking system, currently E-LMS Develop, maintain, provide all Instructor-training materials, Course outlines, Training aids, Instructor course materials, Student training materials, Course manuals, Workbooks, Handouts, Completion certificates and Course critique/feedback forms 74

75 5.13 Messaging Technical Support for Headquarters (AWA) (This OPTIONAL SUPPORT ITEM) - Estimated to begin April 2010) Messaging Support for Headquarter (AWA) may require support during years , with the exception of three requirements being, Troubleshooting and end-user assistance for NexGen Applications, Applications Strategy, Outstanding Issues, and Deployment Projects, which shall begin on 1 April 2009, all other requirements listed herein are optional. It was the intent of ATO AJF-A4 to provide sufficient detail for contractors to estimate costs for years 2010 through 2014 in case AJF executes the option for this CLIN. Costs should be estimated for the requirement in This support requirement will be exercised by option at the discretion of the ATO-AJF-A4 when needed with the exception of , , and There is no guarantee that the balance of these functional requirements will be executed. The size and complexity of this requirement only covers Headquarters (AWA) which currently services approximately 8,600 users. FAA ATO uses the programs defined herein and at and 5.14 (Lotus Notes, Domino, NexGen applications) for all of FAA and its employees. NOTE: This is a level two help desk and not meant to reference the level three NexGen Operations Support (NOS) helpdesk which covers all level three support for all regions and centers across the environment Messaging services shall be performed by the SP in support of users at FAA Headquarters and WJHTC which shall require the SP to manage user accounts using the mandatory procedures reflected in the NexGen SOPs. These directives can be found in Section C6 with specific information on how to link to the documents. The SP shall provide messaging user support to: Register new Lotus Notes users Provide users with Lotus Notes ID files Delete dormant user accounts Recertify user accounts as they expire Recover lost user passwords or provide users with new passwords Recover lost or corrupt user ID files Move user mail files between Domino servers as employees transfer throughout the Agency Provide Directory services The SP shall provide directory services using procedures in NexGen SOP 9.01 to: Create and update groups (Public Mail Lists) as requested Add, delete, and edit group constituents as requested Assure correct maintenance, replication and dissemination of Domino Directory information Assure correct creation, replication and dissemination of Directory Catalog information Assure correct operation of Notes Directory Assistance. NOTE: A historical workload exhibit for NexGen is provided at Exhibit #33 to assist in determining typical workload. The information provided includes weekly work summaries from 9/26/08 to 10/24/08). Additionally, AWA RMATs shall be trained by NexGen Program Office 75

76 (NGPO) staff to assist users to manage certain data elements in FAA Profiles. Once trained, AWA RMATs shall, on a time-available basis, augment NGPO staff that provides this support Manage databases The SP shall utilize procedures as documented in NexGen SOPs 10.01, and other Section 10 SOP areas to: Create databases as requested Notify database owners when databases exceed maximum allowable size Grant access to databases as requested by the database owner(s) Repair, restore, and replicate databases as needed Monitor and manage user mail databases and their replication Provide messaging security services The SP shall apply procedures as documented in parts of NexGen SOPs 10.01, 10.07, and other Section 10 SOPs to: Maintain current anti-virus pattern files on all Domino servers Remove all viruses found on Domino servers Check and renew user certificates Provide physical security for the NexGen hardware Maintain Execution Control Lists (ECL) Maintain Access Control Lists (ACL) Maintain server hardware and software The SP shall maintain plans, procedures and associated documentation maintain hardware and software in order to: Monitor and manage all NexGen server hardware, and ensure that the server hardware is kept in working order Monitor and manage Domino server tasks including HTTP, Mail Router and Replicator Apply all server patches and upgrades as directed by the NexGen Configuration Control Committee Perform routine system backups in accordance with the NexGen Standard Operating Procedures Perform maintenance and monitor system performance to help ensure that the Messaging System remains operationally available at minimum 99.5% of the time Upgrade the messaging system to later versions of both the O/S and Domino to ensure the system remains current and supportable. 76

77 Provide troubleshooting and end-user assistance for NexGen Applications NOTE: This is the ONLY task requirement under 5.13 that begins APRIL 09 The SP shall provide assistance to field support technicians (and their users) when service requests are escalated to AWA/ RMAT. The SP shall develop and distribute documentation describing commonly occurring issues and appropriate solutions for use by the NSC and field technicians Provide AWA and National Broadcast Messaging Services Procedures for this task are documented in NexGen SOP 14.01, and reflect participation with other RMATs and NexGen personnel to refine FAA s Broadcast Message Guidelines. The SP shall: Work with NexGen to refine and use the Mass Mailing database Process Broadcast Message requests ensuring that messages adhere to existing guidelines Provide Broadcast Message preparation assistance to requestors Direct LOB-oriented requests to other appropriate organizations Transmit appropriate Broadcast messages to designated audiences Testing The SP shall provide testing services to meet the needs of the NexGen Program Office, that includes creating and maintaining testing plans and procedures; conduct testing and operational assessments of applications, new hardware, software settings/configurations, and system interoperability and; document test results and provide the NexGen Program Manager with appropriate recommendations. The SP shall create, update, and maintain testing plans and procedures, conducting testing and operational assessments document test results and make recommendations that provides test results to the Federal Configuration Management Team lead when requested to do so. The SP must follow all established CM guidelines The SP shall create, update, and maintain testing plans and procedures to include plans and procedures for: Quarterly template upgrades; Lotus Domino 6.5, 7 and 8; new applications; new hardware; new software settings and software configuration changes; interoperability between the NexGen system and other Agency systems. The SP shall create, update, and maintain testing plans and procedures for the following: Quarterly template upgrades Lotus Domino New applications New hardware New software settings and configuration changes Interoperability between the NexGen system and other Agency systems. 77

78 Test Results and Recommendations The SP shall document test results and provide the NexGen Program Manager with appropriate recommendations based upon test results. Documented test results shall include but not be limited to: Quarterly template upgrades; Lotus Domino; New applications; new hardware; new software settings and software configuration changes; and Interoperability between the NexGen system and other Agency systems. The SP shall document test results and make recommendations concerning: Quarterly template upgrades Lotus Domino New applications New hardware New software settings and configuration changes Interoperability between the NexGen system and other Agency systems Lotus Notes System Engineering and Architecture The contractor shall provide general engineering services to include: hardware recommendations, operational analysis of custom and commercial applications, and operational problem resolution. The contractor shall research and recommend life-cycle management plans that will accomplish the technical refresh requirements of the NexGen Program Office. The contractor shall create system change documents, operational procedure documents, and program planning documents Architecture and Design The contractor shall provide engineering services to design and architect new functionality and or hardware as needed. The contractor shall design hardware solutions and recommend Operating system types and settings necessary to integrate new system functionality. The contractor shall: Design and architect hardware solutions that leverage the NexGen infrastructure Recommend server settings that optimize system performance Analyze hardware options and operating systems when integrating new equipment or functionality into the NexGen environment Provide research and analysis to further enhance current SPAM solution Operational Analysis The contractor shall conduct operational analysis of custom and commercial applications and shall assist in operational problem resolution. The contractor shall make recommendations on how to integrate applications into the NexGen environment so that server operations are not impacted. The contractor shall: Conduct operational analysis of custom applications Conduct operational analysis of commercial applications Conduct operational analysis of upgrading NexGen Lotus Servers to next version Conduct operational analysis of upgrading NexGen Servers to Windows Assist in operational problem resolution. 78

79 Life Cycle Management The contractor shall provide engineering services necessary to plan, design, and implement a 3-year life cycle management plan for all NexGen equipment. The contractor shall also research and recommend operating system changes and upgrades to the Lotus Notes messaging system. The contractor shall: Document life-cycle management plans for NexGen hardware Research and recommend new operating systems Research and recommend Lotus Notes upgrades Engineering Documentation The contractor shall document all engineering efforts. The contractor shall assist in the development of Standard Operating Procedures (SOPs). The contractor shall: Create system change documents to include: updates to the System Subsystem Design Document (SSDD), Change Requests (CRs), and other documents that reflect the NexGen baseline(s) Create operational procedure documents such as Standard Operating Procedures Create other program planning documents as necessary Operational Support The contractor shall create and submit status reports detailing problem categories and groups of problems and issues based on helpdesk software tickets. The status report will provide the program office details on helpdesk tickets, the top 10 problem calls and any operational issues on a weekly basis. The contractor shall create reports identifying escalated tickets and corresponding metrics. The contractor shall assist in performing database maintenance and system back ups. The contractor shall assist in coordinating vendor correspondence Operational Reports The contractor shall create and submit status reports detailing problem categories and groups of problems and issues based on helpdesk software tickets. The status report will provide the program office details on helpdesk tickets, the top 10 problem calls and any operational issues on a weekly basis. The contractor shall create reports identifying escalated tickets and the corresponding metrics. The contractor shall: Create and submit reports indicating the type and number of user problems being reported Create reports outlining the top 10 problems being reported Conduct trend analysis concerning the number and types of NexGen problems being reported Create and submit reports detailing server performance Create and submit reports identifying escalated tickets and corresponding metrics. 79

80 Problem Resolution The contractor shall assist in resolving ad-hoc Lotus Notes problems reported by users. The contractor shall make recommendations on how to improve server performance. The contractor shall assist in making setting changes to improve server performance. The contractor shall: Assist in resolving ad-hoc Lotus Notes problems reported by users. This may include problems with , calendaring, Sametime, and/or PDAs Assist in resolving operational server problems that have been identified Make recommendations on how to improve server performance and assist in making setting changes to improve server performance Vendor Research and Correspondence The contractor shall conduct research into commercially available tools and products that could benefit the NexGen program. The contractor shall also assist in coordinating vendor correspondence. The contractor shall: Research commercially available tools and products that could improve system performance, address customer concerns, and/or automate manual processes Coordinate with vendors in regards to the products and services being offered. The contractor shall act as a liaison between the vendor and the Messaging Services NexGen Program Office NexGen Lab Support The Contractor shall for the foreseeable future act in the capacity of Manager of the NexGen Lab. The NexGen lab will be used to replicate and test applications, patches, hardware and software before being introduced into the NexGen production environment. As the Lab Manager the contractor shall ensure that all the NexGen lab servers are a true representation of what exists in the NexGen Production environment. The Contract will ensure that all servers are returned to baseline after testing has been complete. The Contractor will also be responsible for scheduling and maintaining the schedule of all application testing, and available resources for testing Consulting Services The contractor shall provide and maintain personnel with appropriate skills, including ongoing requisite training, to successfully complete all assigned tasks. The contractor shall provide resources with the necessary skill sets utilizing the pre-defined labor category of Subject Matter Expert. The contractor shall provide a broad-range of consulting services. The contractor shall apply Lotus Notes/Domino best practices in analyzing system design and development. The contractor shall review and analyze system hardware and software configurations and settings. The contractor shall perform system concept formulation; system design analysis; and subsystems design analysis. The contractor shall recommend policies and procedures for operating and maintaining the messaging system. The contractor shall review and analyze the way in which new functionality is introduced and/or integrated into the messaging system. This functionality includes but is not limited to: 80

81 instant messaging software, group calendaring, automated workflow processes, Internet accessibility, wireless messaging, software integration and document management. Consulting services shall include, but are not limited to: system and application architecture change recommendations; development of application strategies; resolving outstanding technical, operational, and functional issues; improving communications and reviewing standard operating procedures; and recommendations concerning emerging technologies System & Application Architecture The contractor shall provide architectural consulting services to ensure that the NexGen system continues to meet the needs of the FAA. The contractor shall periodically analyze and review the way in which the NexGen system is designed and/or changed. The contractor shall make architectural change recommendations to the NexGen Program Manager. These services shall include, but are not limited to: Identify general system weaknesses and recommend solutions Identify and recommend replication strategies for new applications and existing databases Review assessments of hardware components that require upgrading due to disk space utilization, processor utilization, and/or RAM utilization Recommend architectural system changes that would improve mail flow, decrease latency, and/or accommodate new functionality Assists the FAA in meeting Service Level Agreements (SLAs) to include peak and sustained processor utilization and operational system availability Review developed or customized applications to verify they meet defined standards for common look and feel, and integrates well with other COTS or customized applications. Review and analyze the impact of all proposed CRs on the NexGen environment Work with the developers to perform analysis for technical approach and system/usability impact analysis Application Strategy (1 April 2009) The contractor shall develop and maintain an application strategy/ development life cycle process. This strategy should conform to accepted industry best practices and must support the mission, goals, and objectives of the FAA. This strategy shall address all of the following: What types of applications can be integrated into the NexGen environment Where each type of application should reside in the environment. (National/Local) The degree to which the FAA will allow customers/users to customize discussion databases, team rooms, and other software Recommend the technical means by which users could gain the ability to customize databases without jeopardizing the security of the NexGen system Support the development of the standard set of services that can be offered to NexGen customers Outstanding Issues (1 April 2009) The contractor shall assist in resolving outstanding operational, technical, and functional issues. The contractor will research and recommend solutions that have worked or have been implemented by other customers or companies. The contractor will assist the NexGen 81

82 Engineering / Development / NOS as directed by the NexGen Program Office. The implementation of the recommendations will be the responsibility of the respective group being assisted Read vs. unread marks in both a replicated Domino environment and a wireless environment Replicator tab appearing for no reason About screen appearing when no template changes have occurred System-level access for the average end-user allows them to write agents against their own mail files Communications & Standard Operating Procedures (SOPs) The contractor shall recommend ways to improve communication among team members, between the NexGen Program Office (NGPO) and local support personnel, between the NGPO and end-users, between the NGPO and FAA management. The contractor shall research and recommend ways in which Lotus Notes/Domino can improve the quality of communications between FAA users. The contractor shall also review NexGen SOPs to ensure consistency and ease of access. Areas for improvement include but are not limited to: Consolidating the number of databases used to provide information to RMATs, local support personnel, end-users, and FAA management Review SOPs for consistency and inter-relationship Recommend ways in which the NexGen Program Office can better communicate the capabilities of the NexGen system to FAA management and end-users Assist with the development and presentation of NexGen enhancements to FAA management Emerging Technologies The contractor shall remain abreast of emerging technologies in the marketplace. The contractor shall recommend changes, modifications, upgrades, and/or additions to the NexGen messaging system based upon the benefit(s) that could be derived from new and/or emerging technologies. Emerging technologies of interest include, but are not limited to: Wireless messaging Document management Client portability options Domino integration with relational database structures or other third-party applications (Oracle, DB2, Websphere, etc.) Single sign-on Lotus Enterprise Integrator The contractor will provide technical assistance and guidance with regard to the Lotus Enterprise Integrator (LEI). LEI will be used to facilitate, develop and maintain LDAP and data synchronizations with other technical offices both within and outside the FAA NexGen (Lotus Notes) Operational Support (NOS) The NOS will also use Government Furnished Equipment (GFE) to enter and track service requests. Specifically, the FAA will provide the following to perform onsite support: Desk space, computers, accounts, LAN Accounts, Phones, Internet access, a Lab/Test 82

83 environment, office supplies, VPN access, and Software to support the operations of the NOS. In addition to the specific support areas outlined within this document, the contractor shall support future technologies that may be adopted by the FAA in support of the NexGen program. The contractor shall provide and maintain support personnel with appropriate skills, including ongoing requisite training, to successfully complete all assigned tasks. The contractor shall provide resources with the necessary skill sets utilizing the following pre-defined labor categories reflected in Exhibit 4 and 5 such as: Helpdesk Project Lead, Helpdesk Applications Engineer, Computer System Specialist and Helpdesk Support Specialist. The FAA is utilizing a three-tier support model as indicated below: Tier1 This tier is responsible for answering detailed technical questions, working with user configurations, and performing intermediate troubleshooting. Tier 1 support is also referred to as Regional Messaging Administration Teams (RMATs). RMATs also create user accounts and databases, and serve as system administrators. Tier 2 - Tier 2 shall serve as subject matter experts and will assist Tier 1 personnel with problem resolution. Tier 2 is also referred to as the NOS. They will have access to vendor support for escalating problems not solved within the NOS Priority Metrics (Table 1). During business hours, calls shall be restricted such that only Tier 1 personnel will have access to Tier 2 support services. However, outside of normal business hours, Tier 2 shall provide direct support to both local support personnel and end-users. Normal business hours are from 6:00am 6:00pm local time. Tier 3 The SP is not responsible to provide Tier 3 support services for messaging. The FAA will obtain these services from a separate contractor(s). Tier 3 shall be available to Tier 2 NexGen Help Desk Personnel. Tier 3 refers to the available on call hardware/software vendors, application developers, and other subject matter experts to assist Tier 2 personnel with resolutions of problems. The Tier 3 personnel may contact the FAA customer in regards to specific problems, as appropriate Operational Support The contractor shall manage the NOS to provide day-to-day Tier 2 support to the twelve Regional Lotus Notes message stores. Through the NOS, the contractor shall provide a helpdesk to assist Tier 1 support personnel. They will also provide direct end user support during non-business hours. The NOS shall have a toll free number for use by support personnel. On a T&M basis, as ordered, the contractor shall provide planning, analysis, troubleshooting, integration, installation, operations, maintenance, documentation, and administration services in support of the FAA electronic messaging system. The contractor shall: Provide 24x7 support for NexGen HW and SW at all FAA sites including international Perform tape backup-operations Notify affected Region(s) and NGPO when system problem events occur. These events include, but are not limited to: System Outage Operating Status Change Configuration Change Performance Problem Communication Link Outage Collect statistic on SW and HW problems and their resolution Provide NexGen Helpdesk support for Tier level 1 83

84 o Coordinate and track all request for assistance o Respond, notify, and resolve requests for assistance (i.e., tickets) in accordance with Table 1. NexGen Helpdesk Priority Matrix. o Document problem resolutions for future reference. Provide software maintenance o Install new software 1 or version upgrades, fixes, security patches and virus pattern files in accordance with NexGen configuration management procedures. o Assist in testing new software. o Recommend and generate operational change requests in accordance with NexGen configuration management procedures. o Provide updates to the NexGen baseline configuration for software. Information to be provided for software updates includes: product name, item description, location/platform(s) on which the software resides, serial number, and the date installed or updated. Provide hardware maintenance: o Replace failed system components o Restore server operations when an outage occurs o Prepare new hardware that is to be installed in the NexGen environment for shipping. o Assist in the configuration and testing of servers. o Provide updates to the NexGen baseline configuration for hardware. Information to be provided for hardware part replacement includes: item description/affected part, location (region, server), and date replaced. Information to be provided for new equipment handled by the NOS personnel includes: product name, item description, associated part number, serial number, location, and date item placed into the NexGen environment.* Maintain a list of outstanding issues to investigate and resolve when resources are available. The list shall be stored as a view in the LRMM database or another database as appropriate. The NexGen program office will have the authority to modify the list and prioritize the outstanding issues. 1 Software is defined as Commercial Off-The-Shelf (COTS) products and customized applications and databases. * It should be understood that documentation surrounding new equipment introduced into the NexGen environment is the responsibility of the project's action officer for the equipment deployment, and in such case, if NOS personnel is the action officer for the deployment, they will provide the data elements described above. If they are not the Action Officer, they should support the documentation effort managed by the Action Officer, but not be responsible for it. The contractor shall track trouble tickets/service requests using an FAA-specified software application. FAA shall provide adequate training materials and training time for these FAA- specified helpdesk tools. When help desk calls are received, the contractor NOS personnel will assign the priority of the call based on the severity of the instant problem or issue. Tickets will be assigned a priority of Critical, Important, Non-critical, or Request. When prioritizing requests, the NOS will use the NexGen Helpdesk Priority Metrics provided in Table 1 below Actual resolutions may be shorter or longer depending on the volume of requests at any one time. However, a minimum of 90% of all requests will be satisfied within the 84

85 target periods. When it is determined that there is no resolution, the NexGen Program Office shall be notified prior to reporting back to the request issuer. The contractor shall notify the NexGen Program Office of all priority 1 (critical) issues. During normal business hours, the Program Office shall be notified within 1 hour. During non-business hours, the Program Office shall be notified within 2 hours. Notifications may be sent as a text message and the NexGen Program Office will specify the individuals to be notified. Refer to NexGen Helpdesk Priority SLA Metrics These metrics are the same as shown in guidance for Exhibit 2 Priority Code Table 1. NexGen Helpdesk Priority SLA Metrics Response 2 Resolution Time Customer Impact 1-Critical 2-Important 3-Non-critical 4-Request Affects one of the following System Level Operational Components: 1. NexGen Mail Server 2. Network (SMTP, TCP/IP) 3. Sametime 4. Regional database 5. Cluster application 6. Internet (RPS) 7. Admin (Domain, Director) 8. External Interface (Bridge, Dirsync) Or a critical application or service, as defined by the NexGen Program Office, is unavailable Example: NexGen server is down or non-functional; or Avery is down Critical Service Request Affects NexGen support functions. Affects a large number of people and no work around is available Example: Department Calendar is down Important Service Request Affects a group of users on a server, workarounds available. Example: Backup capability Non-critical Service Request No affect on productivity, Example: deploying new applications or services New Service or Planned Work 15 Minutes 4 Business Hrs 1 Hour 8 Business Hrs 1 Hour 16 Business Hrs 8 Hour As Scheduled Note: Response Time is the time span commencing from the time the call is received at NexGen Tier 2 to when the support team member begins working on request. The contractor shall make every effort to resolve failed tickets as soon as possible after the defined resolution time has expired. Resolution time does not apply to network outages. Resolution time for hardware replacement is as specified under hardware warranty. Resolution time clock stops with escalation to tier- 3 support. 85

86 Local and Remote Monitoring and Maintenance The contractor shall provide Local and Remote Monitoring and Maintenance (LRMM) services at the NOS for the NexGen messaging environment. These services shall be provided and documented in accordance with the attached LRMM reporting requirements on a daily basis. The NexGen Program Office (NGPO) will work with the contractor to develop a method or application that automatically generates weekly and monthly reports from information taken from the daily reports. The Weekly and Monthly LRMM reports will ultimately be provided through this new reporting mechanism. Until such time as this mechanism is in place, the contractor shall continue to provide Daily LRMM reports and Monthly Maintenance Status reports in accordance with the attached LRMM reporting requirements. LRMM reports shall be stored in the NexGen LRMM database. The contractor shall also perform the following and notify NGPO/affected RMATs of discrepancies: Identify critical issues affecting NexGen and recommend corrective action Assist the NGPO in maintaining system operational availability at 99.5% with a goal of 99.8% each calendar month. Monitor status of all major NexGen message links Report to the NexGen Program Office all instances when server CPU utilization exceeds 30% sustained or 50% peak Alert the NGPO and RMATs to imminent problems before they become critical Enable automated monitoring functions Monitor status of NexGen devices (excluding clients) on the NexGen network Recommend actions to resolve problems, enhance robustness, and improve performance. Provide personnel designated by the NGPO with the use of monitoring tools and read access to databases, system files, and log files Maintain a list that documents server outages. The list shall detail the outage history, excluding maintenance activities, of each NexGen server. For each server listed, an associated history of all outages shall contain the date the outage occurred, reason for the outage, action taken to make the server operational, outage time, and cumulative outage time for all outages. The list shall be stored as a view in the LRMM or another database as appropriate Deployment Projects: (begin 1 April 2009) The contractor shall develop a deployment schedule for all software/hardware enhancements to the NexGen environment. The contractor shall coordinate the schedule with the NexGen Program Manger and the RMATs to ensure that a minimum amount of disruption occurs during deployments fourteen (14) days prior to start date. The contractor will receive from the engineering group a documented process to follow during the deployment. The engineering group will coordinate with the NOS and NexGen Program Office to ensure that the 14-day notice occurs with the RMATs without delaying the schedule. The contractor shall document deployment results and provide the NexGen Program Manager with appropriate recommendations. The contractor shall: Create, update, and maintain deployment project schedule Deploy hardware, software (including COTS products and custom applications), pattern files, security patches, software upgrades Document deployment results Ensure that newly deployed hardware and software is added to the appropriate maintenance and back-up schedules Make recommendations for future deployments based on lessons learned. 86

87 Documentation of Standard Operating Procedures The contractor shall maintain and update all pertinent documentation for the support of the NexGen program pertaining to the NOS as determined by FAA personnel. Documentation shall be maintained in a variety of methods including hard copy and soft copy, as determined by the Government, to include, but not limited to, standard COTS applications, databases, and residing on public and private websites. The contractor shall document all Help Desk requests and their resolution. The contractor also shall, as time permits work on Standard Operating Procedures (SOPs) for the NexGen environment. The contractor shall: Create SOPs, guidebooks, and other documentation, as needed, for NOS operations Assist with the development of new SOPs Review existing SOPs for improvements 5.14 Messaging Technical Support for WJHTC (Begins April 2009) The size and complexity of this requirement only covers the William J. Hughes Technical Center (WJHTC) which currently services approximately 3,000 users. FAA ATO uses the programs defined herein and at and 5.14 (Lotus Notes, Domino and NexGen applications) for all of FAA and its employees Messaging services shall be performed by the SP in support of users at FAA and WJHTC which shall require the SP to manage user accounts using the mandatory procedures reflected in the NexGen SOPs. These directives can be found in Section C6 with specific information on how to link to the documents. The SP shall provide messaging user support to: Register new Lotus Notes users Provide users with Lotus Notes ID files Delete dormant user accounts Recertify user accounts as they expire Recover lost user passwords or provide users with new passwords Recover lost or corrupt user ID files Move user mail files between Domino servers as employees transfer throughout the Agency Provide Directory services The SP shall provide directory services using procedures in NexGen SOP 9.01 to: Create and update groups (Public Mail Lists) as requested Add, delete, and edit group constituents as requested Assure correct maintenance, replication and dissemination of Domino Directory information Assure correct creation, replication and dissemination of Directory Catalog information Assure correct operation of Notes Directory Assistance. NOTE: A historical workload exhibit for NexGen is provided at Exhibit #33 to assist in determining typical workload The information provided includes weekly work summaries from 9/26/08 to 10/24/08).Additionally AWA RMATs shall be trained by NexGen Program Office 87

88 (NGPO) staff to assist users to manage certain data elements in FAA Profiles. Once trained, AWA RMATs shall, on a time-available basis, augment NGPO staff that provides this support Manage databases The SP shall utilize procedures as documented in NexGen SOPs 10.01, and other Section 10 SOP areas to: Create databases as requested Notify database owners when databases exceed maximum allowable size Grant access to databases as requested by the database owner(s) Repair, restore, and replicate databases as needed Monitor and manage user mail databases and their replication Provide messaging security services The SP shall apply procedures as documented in parts of NexGen SOPs 10.01, 10.07, and other Section 10 SOPs to: Maintain current anti-virus pattern files on all Domino servers Remove all viruses found on Domino servers Check and renew user certificates Provide physical security for the NexGen hardware Maintain Execution Control Lists (ECL) Maintain Access Control Lists (ACL) Maintain server hardware and software The SP shall maintain plans, procedures and associated documentation maintain hardware and software in order to: Monitor and manage all NexGen server hardware, and ensure that the server hardware is kept in working order Monitor and manage Domino server tasks including HTTP, Mail Router and Replicator Apply all server patches and upgrades as directed by the NexGen Configuration Control Committee Perform routine system backups in accordance with the NexGen Standard Operating Procedures Perform maintenance and monitor system performance to help ensure that the Messaging System remains operationally available at minimum 99.5% of the time Upgrade the messaging system to later versions of both the O/S and Domino to ensure the system remains current and supportable. 88

89 Provide troubleshooting and end-user assistance for NexGen Applications The SP shall provide assistance to field support technicians (and their users) when service requests are escalated to AWA/WJHTC RMAT. The SP shall develop and distribute documentation describing commonly occurring issues and appropriate solutions for use by the NSC and field technicians Provide AWA and National Broadcast Messaging Services Procedures for this task are documented in NexGen SOP 14.01, and reflect participation with other RMATs and NexGen personnel to refine FAA s Broadcast Message Guidelines. The SP shall: Work with NexGen to refine and use the Mass Mailing database Process Broadcast Message requests ensuring that messages adhere to existing guidelines Provide Broadcast Message preparation assistance to requestors Direct LOB-oriented requests to other appropriate organizations Transmit appropriate Broadcast messages to designated audiences Testing The SP shall provide testing services to meet the needs of the NexGen Program Office, that includes creating and maintaining testing plans and procedures; conduct testing and operational assessments of applications, new hardware, software settings/configurations, and system interoperability and; document test results and provide the NexGen Program Manager with appropriate recommendations. The SP shall create, update, and maintain testing plans and procedures, conducting testing and operational assessments document test results and make recommendations that provides test results to the Federal Configuration Management Team lead when requested to do so. The SP must follow all established CM guidelines The SP shall create, update, and maintain testing plans and procedures to include plans and procedures for: Quarterly template upgrades; Lotus Domino 6.5, 7 and 8 (series); new applications; new hardware; new software settings and software configuration changes; interoperability between the NexGen system and other Agency systems. The SP shall create, update, and maintain testing plans and procedures for the following: Quarterly template upgrades Lotus Domino New applications New hardware New software settings and configuration changes Interoperability between the NexGen system and other Agency systems Test Results and Recommendations The SP shall document test results and provide the NexGen Program Manager with appropriate recommendations based upon test results. Documented test results shall include but not be limited to: Quarterly template upgrades; Lotus Domino; New applications; new hardware; new software settings and software configuration changes; and Interoperability between the NexGen 89

90 system and other Agency systems. The SP shall document test results and make recommendations concerning: Quarterly template upgrades Lotus Domino New applications New hardware New software settings and configuration changes Interoperability between the NexGen system and other Agency systems Lotus Notes System Engineering and Architecture The contractor shall provide general engineering services to include: hardware recommendations, operational analysis of custom and commercial applications, and operational problem resolution. The contractor shall research and recommend life-cycle management plans that will accomplish the technical refresh requirements of the NexGen Program Office. The contractor shall create system change documents, operational procedure documents, and program planning documents Architecture and Design The contractor shall provide engineering services to design and architect new functionality and or hardware as needed. The contractor shall design hardware solutions and recommend Operating system types and settings necessary to integrate new system functionality. The contractor shall: Design and architect hardware solutions that leverage the NexGen infrastructure.\recommend server settings that optimize system performance Analyze hardware options and operating systems when integrating new equipment or functionality into the NexGen environment Provide research and analysis to further enhance current SPAM solution Operational Analysis The contractor shall conduct operational analysis of custom and commercial applications and shall assist in operational problem resolution. The contractor shall make recommendations on how to integrate applications into the NexGen environment so that server operations are not impacted. The contractor shall: Conduct operational analysis of custom applications Conduct operational analysis of commercial applications Conduct operational analysis of upgrading NexGen Lotus Servers to next version Conduct operational analysis of upgrading NexGen Servers to Windows Assist in operational problem resolution Life Cycle Management The contractor shall provide engineering services necessary to plan, design, and implement a 3-year life cycle management plan for all NexGen equipment. The contractor shall also 90

91 research and recommend operating system changes and upgrades to the Lotus Notes messaging system. The contractor shall: Research, plan, and document life-cycle management plans for NexGen hardware Research and recommend new operating systems Research and recommend Lotus Notes upgrades Engineering Documentation The contractor shall document all engineering efforts. The contractor shall assist in the development of Standard Operating Procedures (SOPs). The contractor shall: Create system change documents to include: updates to the System Subsystem Design Document (SSDD), Change Requests (CRs), and other documents that reflect the NexGen baseline(s) Create operational procedure documents such as Standard Operating Procedures Create other program planning documents as necessary Operational Support The contractor shall create and submit status reports detailing problem categories and groups of problems and issues based on helpdesk software tickets. The status report will provide the program office details on helpdesk tickets, the top 10 problem calls and any operational issues on a weekly basis. The contractor shall create reports identifying escalated tickets and corresponding metrics. The contractor shall assist in performing database maintenance and system back ups. The contractor shall assist in coordinating vendor correspondence Operational Reports The contractor shall create and submit status reports detailing problem categories and groups of problems and issues based on helpdesk software tickets. The status report will provide the program office details on helpdesk tickets, the top 10 problem calls and any operational issues on a weekly basis. The contractor shall create reports identifying escalated tickets and the corresponding metrics. The contractor shall: Submit reports indicating the type & number of user problems reported Create reports outlining the top 10 problems being reported Conduct trend analysis concerning the number and types of NexGen problems being reported Create and submit reports detailing server performance Create and submit reports identifying escalated tickets and corresponding metrics Problem Resolution The contractor shall assist in resolving ad-hoc Lotus Notes problems reported by users. The contractor shall make recommendations on how to improve server performance. The contractor shall assist in making setting changes to improve server performance. The contractor shall: Assist in resolving ad-hoc Lotus Notes problems reported by users. This may include problems with , calendaring, Sametime, and/or PDAs Assist in resolving operational server problems that have been identified Make recommendations on how to improve server performance and assist in making setting changes to improve server performance. 91

92 Vendor Research and Correspondence The contractor shall conduct research into commercially available tools and products that could benefit the NexGen program. The contractor shall also assist in coordinating vendor correspondence. The contractor shall: Research commercially available tools and products that could improve system performance, address customer concerns, and/or automate manual processes Coordinate with vendors in regards to the products and services being offered. The contractor shall act as a liaison between the vendor and the Messaging Services NexGen Program Office NexGen Lab Support The Contractor shall for the foreseeable future act in the capacity of Manager of the NexGen Lab. The NexGen lab will be used to replicate and test applications, patches, hardware and software before being introduced into the NexGen production environment. As the Lab Manager the contractor shall ensure that all the NexGen lab servers are a true representation of what exists in the NexGen Production environment. The Contract will ensure that all servers are returned to baseline after testing has been complete. The Contractor will also be responsible for scheduling and maintaining the schedule of all application testing, and available resources for testing Consulting Services The contractor shall provide and maintain personnel with appropriate skills, including ongoing requisite training, to successfully complete all assigned tasks. The contractor shall provide resources with the necessary skill sets utilizing the pre-defined labor category of Subject Matter Expert. The contractor shall provide a broad-range of consulting services. The contractor shall apply Lotus Notes/Domino best practices in analyzing system design and development. The contractor shall review and analyze system hardware and software configurations and settings. The contractor shall perform system concept formulation; system design analysis; and subsystems design analysis. The contractor shall recommend policies and procedures for operating and maintaining the messaging system. The contractor shall review and analyze the way in which new functionality is introduced and/or integrated into the messaging system. This functionality includes but is not limited to: instant messaging software, group calendaring, automated workflow processes, Internet accessibility, wireless messaging, software integration and document management. Consulting services shall include, but are not limited to: system and application architecture change recommendations; development of application strategies; resolving outstanding technical, operational, and functional issues; improving communications and reviewing standard operating procedures; and recommendations concerning emerging technologies System & Application Architecture The contractor shall provide architectural consulting services to ensure that the NexGen system continues to meet the needs of the FAA. The contractor shall periodically analyze and review the way in which the NexGen system is designed and/or changed. The contractor shall 92

93 make architectural change recommendations to the NexGen Program Manager. These services shall include, but are not limited to: Identify general system weaknesses and recommend solutions Identify and recommend replication strategies for new applications and existing databases Review assessments of hardware components that require upgrading due to disk space utilization, processor utilization, and/or RAM utilization Recommend architectural system changes that would improve mail flow, decrease latency, and/or accommodate new functionality Assists the FAA in meeting Service Level Agreements (SLAs) to include peak and sustained processor utilization and operational system availability Review developed or customized applications to verify they meet defined standards for common look and feel, and integrates well with other COTS or customized applications. Review and analyze the impact of all proposed CRs on the NexGen environment Work with the developers to perform analysis for technical approach and system/usability impact analysis Application Strategy The contractor shall develop and maintain an application strategy/ development life cycle process. This strategy should conform to accepted industry best practices and must support the mission, goals, and objectives of the FAA. This strategy shall address all of the following: What types of applications can be integrated into the NexGen environment Where each type of application should reside in the environment. (National/Local) The degree to which the FAA will allow customers/users to customize discussion databases, team rooms, and other software Recommend the technical means by which users could gain the ability to customize databases without jeopardizing the security of the NexGen system Support the development of the standard set of services that can be offered to NexGen customers Outstanding Issues The contractor shall assist in resolving outstanding operational, technical, and functional issues. The contractor will research and recommend solutions that have worked or have been implemented by other customers or companies. The contractor will assist the NexGen Engineering/Development/NOS as directed by the NexGen Program Office. The implementation of the recommendations will be the responsibility of the respective group being assisted Read vs. unread marks in both a replicated Domino environment and a wireless environment Replicator tab appearing for no reason About screen appearing when no template changes have occurred System-level access for the average end-user allows them to write agents against their own mail files. 93

94 Communications & Standard Operating Procedures (SOPs) The contractor shall recommend ways to improve communication among team members, between the NexGen Program Office (NGPO) and local support personnel, between the NGPO and end-users, between the NGPO and FAA management. The contractor shall research and recommend ways in which Lotus Notes/Domino can improve the quality of communications between FAA users. The contractor shall also review NexGen SOPs to ensure consistency and ease of access. Areas for improvement include but are not limited to: Consolidating the number of databases used to provide information to RMATs, local support personnel, end-users, and FAA management Review SOPs for consistency and inter-relationship Recommend ways in which the NexGen Program Office can better communicate the capabilities of the NexGen system to FAA management and end-users Assist with the development and presentation of NexGen enhancements to FAA management Emerging Technologies The contractor shall remain abreast of emerging technologies in the marketplace. The contractor shall recommend changes, modifications, upgrades, and/or additions to the NexGen messaging system based upon the benefit(s) that could be derived from new and/or emerging technologies. Emerging technologies of interest include, but are not limited to: Wireless messaging Document management Client portability options Domino integration with relational database structures or other third-party applications (Oracle, DB2, Websphere, etc.) Single sign-on Lotus Enterprise Integrator The contractor will provide technical assistance and guidance with regard to the Lotus Enterprise Integrator (LEI). LEI will be used to facilitate, develop and maintain LDAP and data synchronizations with other technical offices both within and outside the FAA NexGen (Lotus Notes) Operational Support (NOS) The NOS will also use Government Furnished Equipment (GFE) to enter and track service requests. Specifically, the FAA will provide the following to perform onsite support: Desk space, computers, accounts, LAN Accounts, Phones, Internet access, a Lab/Test environment, office supplies, VPN access, and Software to support the operations of the NOS. In addition to the specific support areas outlined within this document, the contractor shall support future technologies that may be adopted by the FAA in support of the NexGen program. The contractor shall provide and maintain support personnel with appropriate skills, including ongoing requisite training, to successfully complete all assigned tasks. The contractor shall provide resources with the necessary skill sets utilizing the following pre-defined labor categories reflected in Exhibit 4 and 5 such as: Helpdesk Project Lead, Helpdesk Applications Engineer, Computer System Specialist and Helpdesk Support Specialist. The FAA is utilizing a three-tier support model as indicated below: 94

95 Tier1 This tier is responsible for answering detailed technical questions, working with user configurations, and performing intermediate troubleshooting. Tier 1 support is also referred to as Regional Messaging Administration Teams (RMATs). RMATs also create user accounts and databases, and serve as system administrators. Tier 2 - Tier 2 shall serve as subject matter experts and will assist Tier 1 personnel with problem resolution. Tier 2 is also referred to as the NOS. They will have access to vendor support for escalating problems not solved within the NOS Priority Metrics (Table 1). During business hours, calls shall be restricted such that only Tier 1 personnel will have access to Tier 2 support services. However, outside of normal business hours, Tier 2 shall provide direct support to both local support personnel and end-users. Normal business hours are from 6:00am 6:00pm local time. Tier 3 The SP is not responsible to provide Tier 3 support services for messaging. The FAA will obtain these services from a separate contractor(s). Tier 3 shall be available to Tier 2 NexGen Help Desk Personnel. Tier 3 refers to the available on call hardware/software vendors, application developers, and other subject matter experts to assist Tier 2 personnel with resolutions of problems. The Tier 3 personnel may contact the FAA customer in regards to specific problems, as appropriate Operational Support The contractor shall manage the NOS to provide day-to-day Tier 2 support to the twelve Regional Lotus Notes message stores. Through the NOS, the contractor shall provide a helpdesk to assist Tier 1 support personnel. They will also provide direct end user support during non-business hours. The NOS shall have a toll free number for use by support personnel. On a T&M basis, as ordered, the contractor shall provide planning, analysis, troubleshooting, integration, installation, operations, maintenance, documentation, and administration services in support of the FAA electronic messaging system. The contractor shall: Provide 24x7 support for NexGen HW and SW at all FAA sites including international Perform tape backup-operations Notify affected Region(s) and NGPO when system problem events occur. These events include, but are not limited to: System Outage Operating Status Change Configuration Change Performance Problem Communication Link Outage Collect statistic on SW and HW problems and their resolution Provide NexGen Helpdesk support for Tier level 1 o Coordinate and track all request for assistance o Respond, notify, and resolve requests for assistance (i.e., tickets) in accordance with Table 1. NexGen Helpdesk Priority Matrix. o Document problem resolutions for future reference. Provide software maintenance o Install new software 1 or version upgrades, fixes, security patches and virus pattern files in accordance with NexGen configuration management procedures. o Assist in testing new software. o Recommend and generate operational change requests in accordance with NexGen configuration management procedures. o Provide updates to the NexGen baseline configuration for software. Information to be provided for software updates includes: product name, item description, location/platform(s) on which the software resides, serial number, and the date installed or updated. 95

96 Provide hardware maintenance: o Replace failed system components o Restore server operations when an outage occurs o Prepare new hardware that is to be installed in the NexGen environment for shipping. o Assist in the configuration and testing of servers. o Provide updates to the NexGen baseline configuration for hardware. Information to be provided for hardware part replacement includes: item description/affected part, location (region, server), and date replaced. Information to be provided for new equipment handled by the NOS personnel includes: product name, item description, associated part number, serial number, location, and date item placed into the NexGen environment.* Maintain a list of outstanding issues to investigate and resolve when resources are available. The list shall be stored as a view in the LRMM database or another database as appropriate. The NexGen program office will have the authority to modify the list and prioritize the outstanding issues. 1 Software is defined as Commercial Off-The-Shelf (COTS) products and customized applications and databases. NOTE:* It should be understood that documentation surrounding new equipment introduced into the NexGen environment is the responsibility of the project's action officer for the equipment deployment, and in such case, if NOS personnel is the action officer for the deployment, they will provide the data elements described above. If they are not the Action Officer, they should support the documentation effort managed by the Action Officer, but not be responsible for it. The contractor shall track trouble tickets/service requests using an FAA-specified software application. FAA shall provide adequate training materials and training time for these FAA- specified helpdesk tools. When help desk calls are received, the contractor NOS personnel will assign the priority of the call based on the severity of the instant problem or issue. Tickets will be assigned a priority of Critical, Important, Non-critical, or Request. When prioritizing requests, the NOS will use the NexGen Helpdesk Priority Metrics provided in Table 1 below Actual resolutions may be shorter or longer depending on the volume of requests at any one time. However, a minimum of 90% of all requests will be satisfied within the target periods. When it is determined that there is no resolution, the NexGen Program Office shall be notified prior to reporting back to the request issuer. The contractor shall notify the NexGen Program Office of all priority 1 (critical) issues. During normal business hours, the Program Office shall be notified within 1 hour. During non-business hours, the Program Office shall be notified within 2 hours. Notifications may be sent as a text message and the NexGen Program Office will specify the individuals to be notified. Refer to NexGen Helpdesk Priority SLA Metrics (next page) These metrics are the same as shown in guidance for Exhibit 2 96

97 Table 1. NexGen Helpdesk Priority SLA Metrics Priority Code Customer Impact Response 2 Resolution Time 1-Critical 2-Important 3-Non-critical 4-Request Affects one of the following System Level Operational Components: 9. NexGen Mail Server 10. Network (SMTP, TCP/IP) 11. Sametime 12. Regional database 13. Cluster application 14. Internet (RPS) 15. Admin (Domain, Director) 16. External Interface (Bridge, Dirsync) Or a critical application or service, as defined by the NexGen Program Office, is unavailable Example: NexGen server is down or non-functional; or Avery is down Critical Service Request Affects NexGen support functions. Affects a large number of people and no work around is available Example: Department Calendar is down Important Service Request Affects a group of users on a server, workarounds available. Example: Backup capability Non-critical Service Request No affect on productivity, Example: deploying new applications or services New Service or Planned Work 15 Minutes 4 Business Hrs 1 Hour 8 Business Hrs 1 Hour 16 Business Hrs 8 Hour As Scheduled Note: Response Time is the time span commencing from the time the call is received at NexGen Tier 2 to when the support team member begins working on request. The contractor shall make every effort to resolve failed tickets as soon as possible after the defined resolution time has expired. Resolution time does not apply to network outages. Resolution time for hardware replacement is as specified under hardware warranty. Resolution time clock stops with escalation to tier 3 support Local and Remote Monitoring and Maintenance The contractor shall provide Local and Remote Monitoring and Maintenance (LRMM) services at the NOS for the NexGen messaging environment. These services shall be provided and documented in accordance with the attached LRMM reporting requirements on a daily basis. The NexGen Program Office (NGPO) will work with the contractor to develop a method or application that automatically generates weekly and monthly reports from information taken from the daily reports. The Weekly and Monthly LRMM reports will ultimately be provided through this new reporting mechanism. Until such time as this mechanism is in place, the contractor shall continue to provide Daily LRMM reports and Monthly Maintenance Status reports in accordance with the attached LRMM reporting requirements. LRMM reports shall be stored in the NexGen LRMM database. The contractor shall also perform the following and notify NGPO/affected RMATs of discrepancies: 97

98 Identify critical issues affecting NexGen and recommend corrective action Assist the NGPO in maintaining system operational availability at 99.5% with a goal of 99.8% each calendar month. Monitor status of all major NexGen message links Report to the NexGen Program Office all instances when server CPU utilization exceeds 30% sustained or 50% peak Alert the NGPO and RMATs to imminent problems before they become critical Enable automated monitoring functions Monitor status of NexGen devices (excluding clients) on the NexGen network Recommend actions to resolve problems, enhance robustness, and improve performance. Provide personnel designated by the NGPO with the use of monitoring tools and read access to databases, system files, and log files Maintain a list that documents server outages. The list shall detail the outage history, excluding maintenance activities, of each NexGen server. For each server listed, an associated history of all outages shall contain the date the outage occurred, reason for the outage, action taken to make the server operational, outage time, and cumulative outage time for all outages. The list shall be stored as a view in the LRMM or another database as appropriate Deployment Projects. The contractor shall develop a deployment schedule for all software/hardware enhancements to the NexGen environment. The contractor shall coordinate the schedule with the NexGen Program Manger and the RMATs to ensure that a minimum amount of disruption occurs during deployments fourteen (14) days prior to start date. The contractor will receive from the engineering group a documented process to follow during the deployment. The engineering group will coordinate with the NOS and NexGen Program Office to ensure that the 14-day notice occurs with the RMATs without delaying the schedule. The contractor shall document deployment results and provide the NexGen Program Manager with appropriate recommendations. The contractor shall: Create, update, and maintain deployment project schedule Deploy hardware, software (including COTS products and custom applications), pattern files, security patches, software upgrades Document deployment results Ensure that newly deployed hardware and software is added to the appropriate maintenance and back-up schedules Make recommendations for future deployments based on lessons learned Documentation of Standard Operating Procedures The contractor shall maintain and update all pertinent documentation for the support of the NexGen program pertaining to the NOS as determined by FAA personnel. Documentation shall be maintained in a variety of methods including hard copy and soft copy, as determined by the Government, to include, but not limited to, standard COTS applications, databases, and residing on public and private websites. The contractor shall document all Help Desk requests and their resolution. The contractor also shall, as time permits work on Standard Operating Procedures (SOPs) for the NexGen environment. The contractor shall: Create SOPs, guidebooks, and other documentation, as needed, for NOS OPS Assist with the development of new SOPs Review existing SOPs for improvements 98

99 5.15 Data Center Support (Optional Item) This Data Center Support Function may require support somewhere during years 2009 through It was the intent of the FAA ATO AJF to provide sufficient detail for contractors to estimate costs for years 2009 through 2014 in case AJF which to exercise the option for this work. Therefore, this support requirement will be exercised by option at the discretion of the ATO AJF as indicated below. There is no guarantee these data centers will be optioned. The CM footprint for data centers is provided by both at Exhibit 3 and 27. The data center functions currently provide enterprise class data center operations at WJHTC for 32,000-40,000 users with secure, highly available data resources for the FAA as indicated below. An additional data center requirement is planned for the MMAC to begin approximately in 2010, and a third data center is planned, but the location is yet to be determined. All data centers mirror each other in configuration and operation. Information on how to obtain SOPs for Data Center Operations is provided at Section C6. The following data centers will function under this PWS beginning as follows: DATA CENTER LOCATIONS WORKBEGINS FAA Headquarters in Washington, DC (AWA) Possible Option ( ) William J. Hughes Technical Center (WJHTC) Possible Option ( ) Oklahoma City (MMAC) Possible Option ( ) 1 st Additional Location TBD Possible Option ( ) 2 nd Additional Location TBD Possible Option ( ) Management Planning and Performance The SP shall provide Data Center Management and planning support that includes analyzing/assessing incidents involving infrastructure, including determination of hardware, software, networking, and/or other technical CM requirements necessary to meet operating needs of the FAA data centers. As the FAA ATO IT consolidation is expanded, there may be requirements for additional data center services at additional locations. The SP s responsibilities include troubleshooting data center problems, identifying probable cause, corrective action and making written recommendations to prevent problems from recurring. SP shall continuously monitor the Data Center equipment and infrastructure services and proactively take steps to improve performance and prevent degradation of data center services (make recommendations to improve performance and prevent potential problems). The SP shall: Monitor the availability of all systems and equipment (infrastructure), ensuring network servers are backed up, on a daily basis and ready for operation prior to standard office hours (8:00 am). Managing tape services to insure that tapes are cycled properly according to set policy between the Data Center and any off site storage locations. Maintaining an inventory of all tapes and performing periodic audits to insure the integrity of the backups Perform hardware/software testing, installation, local customization and maintenance and provide system administration and database support services for microcomputer systems supporting multiple local and remote users. 99

100 Provide support services to maintain file/application backup capability, security, operational data storage and retrieval application resident on diverse computer platforms such as networks and client-server environments and support the implementation of automated systems that use Internet technologies As directed by the COTR, assist government employees in developing requirements and specifications for new hardware, system software, and/or services. Due to Organizational Conflicts of Interest, the SP shall not be permitted to bid/propose on any work for which the SP provided pre-procurement support service. The SP shall assist in determining requirements, developing plans and justifying additions and modifications to hardware and software for network systems and in the planning, installation, operation, maintenance, managing, configuration, and performance monitoring of the network and associated equipment and connections Management Planning and Performance Measurement The SP shall manage Data Center work through proper planning and sound performance measurement review, analysis, and data center execution to: Monitor the availability of all systems and equipment, and prepare incident analysis reports as a result of interruption in service Prepare monthly reports that depict the availability of systems and services. These reports shall include analysis and recommendations for improving the overall availability. Required availability targets are shall be established by the COTR Monitor the available capacity of all systems, equipment, services and storage. Recommendations and needed actions to insure adequate capacity shall be initiated from this monitoring. Monthly reports shall be prepared that show the results of the capacity analysis and make recommendations for expansion. Monitoring systems shall be maintained that shall alert the maintenance staff of pending capacity issues so that corrective actions can be taken before service interruptions are encountered. At a minimum, capacity analysis shall include environmental (power, cooling, UPS), network, server, storage and backup capability Manage the life cycle of all Data Center equipment. This includes the projection of equipment that shall be required to meet the FAA s forecasted business needs. It also involves the identification of equipment that has reached the end of useful life and should be retired. All equipment actions shall be coordinated with the asset management coordinators. Periodic reports as specified by the COTR shall be prepared that show the installed equipment base, the business purpose, equipment characteristics, life cycle status and suggested changes Inventory and ensure that operational spares are available requisite to operational requirements. All Data Center helpdesk calls shall be monitored and tracked to ensure that all customer requests are handled as soon as possible and within the agreed upon timeframe established by the COTR. The SP shall implement, operate and maintain standard Data Center management platforms to manage the configuration and monitor performance of all designated servers, storage and systems and provide assistance in planning and performing data conversion or system migrations. All SP activities should be directly tied back to a service desk call or an assigned project. 100

101 Maintenance of Data Centers The SP shall: Arrange for the repair and maintenance of Data Center hardware (CPU s, tape drives and other associated devices) Arrange for repair of equipment under warranty or maintenance agreements. Perform daily backups of servers, storage and other associated devices to tape or other storage device as defined by the COTR Be responsible for ongoing system and applications maintenance, including, but not limited to COTS software, database applications, customized program modifications, etc. This maintenance shall be performed on a regular schedule based upon updates from the software vendors and the discretion of the COTR Production Expansion of Data Centers The SP shall: Expand Data Center hardware and systems based upon requests from the customer. This shall done following a standard project implementation process that includes requirements gathering, analysis, design, build, testing, implementation and release to production. This expansion can be the result of new business systems or upgrading of existing systems. Configuration management practices shall be followed for all changes to the production baseline Develop and maintain project implementation plans for each effort to efficiently deliver the solution that meets the customer s needs, budget and schedule Data Center Services The SP shall: Operate, maintain and expand the data services environment of the Data Center. The environment currently includes Oracle Data Base and Microsoft SQL Server relational data bases operating in standard and high availability configurations. It also includes Oracle Application Server operating in high availability mode including Oracle Connection Manager Be responsible for daily operational duties including data base backups, analyzing space allocations and reviewing operational logs Identify issues from the operational duties that need attention and perform the necessary remediation actions to resolve them. Operational duties shall be conducted in a manner that helps provide a high availability environment with minimal down-time Work with application developers and COTS package vendors to understand their data needs, develop data models, implement the physical data solution and provide connections to the data base. The solution shall reflect the use of best practices for data base design Analyze, recommend and develop implementation plans for upgrading existing data bases with maintenance patches and new releases. These recommendations shall consider the technical drivers for the upgrade and balance them against the added business value to minimize the impact on system availability. This analysis shall include the availability of vendor support so that the environment can smoothly continue to evolve Data Center documentation The SP shall: Maintain and update documentation including hardware and software s current system configuration and service desk request descriptions/solutions to include: 101

102 Develop project charts and plans with milestones, defining conceptual and physical system design and system requirements and assisting government employees in developing, maintaining and updating technical support plans describing current and planned system improvements based on projected needs. This shall include plans for the installation of all vendor software upgrades. These plans shall form the basis for acquiring needed hardware or software for planned expansion of capabilities Manage and maintain the configuration baseline for the Data Center. This includes the tracking of all change request actions according to established procedures and the updating of the baseline. Participation in the change control boards at the local and national level is required. The configuration baseline shall be made available to the Data Center staff as well as other entities as required Support any and all systems, understanding that other systems will be added over the life of this contract National Test Bed Support IT Operations maintains a test bed at WJHTC for pre-deployment testing. The test bed is used on a national level to validate products (applications, patches, service releases, etc.) prior to national release into the production environment. The test bed is also used to test the actual release mechanism for products. The overall purpose is to reduce post deployment product defects as close to zero as possible. Platforms and SW included are all Microsoft Windows operating systems XP and newer, All Microsoft Windows server versions NT and newer, Linux (servers only), Sun Solaris, Virtualization (Windows virtual PC and VMware), Active Directory, Network emulation tools. The SP shall: Support ATO IT Operations Group maintenance of servers, workstations and appliances that replicate (either functionally or exactly) several development and production environments Maintain software images, a software library and a process for scheduling use of the test bed Maintain configuration management of the test bed and all components. The ATO change management process shall be used by the SP Develop and maintain test documents such as baseline test plans, test procedures and test reports. The testing environment includes the following OS / platforms Maintain a log including, but not limited to, systems being tested, time, date, baseline under test, test result and final deployment decision. The SP shall document all incoming requirements and deliverables throughout the lifecycle of a testing project Maintain all testing environments in accordance with the production environments being replicated. This includes, but is not limited to software, hardware, and pertinent documentation Use the IBM Rational Robot test support automation tool and be responsible for operation and maintenance of this capability. 102

103 5.17. IT Asset management (ITAM) Support The size and complexity of this requirement is for 32,000 to 40,000 desktops, approximately 1500 servers, plus 10,000 printers/copiers (MFD) at over 880 locations. Some of the sites may be as small as 1 user while others may have several thousand users. Most sites will require travel to resolve complex user incidents. Travel may be to a neighboring building to six hours or more at a distant site. Asset management support is expected for NAS equipment during removal and exchange (see ). The SP shall provide technical, logistic and acquisition support to the ATO IT Asset Management team. Assets tracked by the ITAM team are HW, SW licenses, and consumables centrally purchased (toner and printer supplies). The SP shall maintain an ATO inventory control tracking system for all hardware and software related to this contract. The SP shall use, update and maintain the FAA inventory control tracking system to ensure all hardware and software assets are properly accounted for by entering assets into the inventory control tracking system known as the Automated Inventory Tracking System (AITS) within 30 days of COTR notification that equipment has been delivered. The SP shall produce reports as needed detailing current TO assets, and shall compile information regarding IT assets from acquisition documents, invoices, NSC and the FAA property system. Requirements include: Order receipt tracking Lifecycle tracking Removal and exchange tracking Maintain the Inventory Control System 103

104 6. Applicable Directives This is a listing of directives (publications, standards, FAA orders, SOPs, etc) that are mandatory or applicable under this contract are included herein, and can be located at the FAA website link: Directives are marked as either Mandatory (M) or Advisory (A) for use. The SP shall comply with all Government directives marked mandatory. A listing of FAA Directives is provided below. DIRECTIVE TITLE DATE M/A IPv6 OMB Memo Internet Protocol Version 6.0 Memorandum 8/2/2005 M FAA Order Protecting Sensitive Unclassified Information Policy 2/1/2005 M FAA Policy Memo Warning Banner Memorandum Systems Use Notification 1/4/2006 M FAA Order Version 2 ATO - Non NAS CCB Policies and Procedures CM, CR and CCB processes. Includes O&M issues. rvice_units/techops/cm/cm_communication/files/charters/ato_t echnicaloperations_charter.pdf 4/14/2008 M FAA Order Facility Security Management Program 4/2008 M FAA Order & Contractor and Industrial Security Program Operating Procedures 11/30/2000 M IEEE standard Standard for Information Technology Software Life Cycle Processes August 1996 M AIO memo Specification for IT Service Management Tool V2.0 4/5/2006 M FAA Order Information Operations Conditions (INFOCON) Policy 8/25/2003 M FAA Order Information Systems Security (ISS) Patch Mgmt. 5/19/2004 M FAA Order Internet Access Points Policy 2/8/2001 M FAA Order A Electronic Mail Policy 5/13/2002 M FAA Order A ISS Program Policy 9/11/2006 M FAA Order Internet Services Policy 3/4/2002 (A) FAA Order A Internet Use Policy 10/12/1999 (A) FAA Order C Utilization and Disposal of Excess and Surplus Personal Property (M) FAA Order C Management and Control of In-Use Personal Property 5/2/2002 (M) FAA Order 4600.xx App. A Personal Property Process and Procedure Guide 9/2006 (M) 104

105 FAA Order Internet Access Point Configuration Management 8/1/2003 M FAA Order Password and PIN Management 6/28/2004 (A) FAA Order Wireless Technologies Security Policy 2/3/2005 M FAA Order Wide Area Network Connectivity Security Policy 9/12/2006 M No Form Number Wireless Waiver Process (Available from AIO website) 2/2/ 2004 M FAA Order Media Sanitizing and Destruction Policy 10/1/2007 M FAA Order Web Management Policy 8/17/2004 M 36 CFR Part 1194 Technical Standards For Information Technology Accessibility 2/20/2001 M Rehabilitation Act - Section CFR Part Web-based Intranet and Internet Information and Applications 2/20/2001 M 36 CFR Part Information, documentation, and support 2/20/2001 M 36 CFR Part Software applications and operating systems 2/20/2001 M 36 CFR Part Web-based Intranet and Internet Information and Applications 2/20/2001 M 36 CFR Part Telecommunication Products 2/20/2001 M 35 CFR Part Video and Multimedia Products 2/20/2001 M 36 CFR Part Self contained, closed products (Kiosks, ATMs, etc.) 2/20/2001 M 36 CFR Part Desktop and Portable Computers 2/20/2001 M 36 CFR Part Functional Performance Criteria 2/20/2001 M 36 CFR Part Information, documentation, and support 2/20/2001 M AMS Policy Guidance IT Executive Board Non-NAS IT Investment Management 1/30/2008 M Guide view website at for information. FAA Order A Contractor and Industrial Security Program, chapter 4, April 2004 (A) paragraphs 403g, 403i-I, and/or 409 FAA Order FAA Facility Security Management Program 3/1/1999 M FAA MEMO Ver.1.0 Peer-to-Peer File Sharing Policy Guidance 9/17/2007 M FAA Order D Information Data Management 7/25/2006 M HSPD-12 Homeland Security Presidential Directive 1/28/2005 M FAA Order Media Sanitizing and Destruction Policy 10/1/2007 M FAA Order A Protecting Privacy of Information about Individuals 10/7/1994 M FAA STD-026 FAA Standard: Software Development for the NAS 6/1/2001 M 105

106 7. List of Reports and Technical Exhibits The following is a list of technical exhibits and samples related to the requirements in this PWS which contain detailed information and data about the topic. These exhibits should be used in developing the SP s technical proposal. NUMBER EXHIBIT NAME CONTENTS 1 Quality Assurance Surveillance Depicts the method of QA and Guaranteed Contractor Performance as it Plan (QASP) Information relates to metrics, measures and outcomes related to fee schedule for 2 SLA Template & Plan Guidance for Contractors 3 ATO HW and SW infrastructure Footprint 4 Position Description & Job Qualifications 5 Labor Category Matrix to Qualifications 6 Contract Data Requirements List (CDRL) 7 NSC Metrics (Incidents per Group (Closure Rate %) and CRR Fac. ID 8 ATO LAN & Service Desk Monthly Report 9 Monthly Labor Distribution Template (Sample Format) performance rating levels. Reflects minimum SLA and performance criteria currently used by FAA ATO that contractors can use for their own or expand upon to develop a more acceptable SLA in their proposal. Provides Information for contractors to use in the design of their proposed SLA which should exceed the FAA minimums. Contents of ATO standard infrastructure image (or better known as the ATO Footprint includes generic types of HW and SW in use at ATO Data Centers (also refer to Exhibit 27 for more detail) Shows needed Position Descriptions and required job qualifications for all job categories required for work under this PWS. Contractors should develop their proposals based on these job requirements. Cross references various labor categories to Experience, Education, Degree, Experiences in lieu of education, and certifications required. Contains a list of all reports and deliverables that will be required by the COTR of the Service Provider (Contractor) in performance of the contract. Information on what data is required in these reports shall be in sample copies of the required reports which shall be provided to the SP at contract start. Reflects total incidents per group, closure rates by facility, CRR%, products provided and count of products by Facility ID. This report is a monthly requirement in the CDRL. It has a direct tie-in to the Required Quarterly Balanced Scorecard Report which is also a mandatory CDRL requirement, and contractors shall use the same data, graphs, text type, and use of metrics in reporting of service tickets according to Priority Level Response and Resolution times. This example contains the exact level of reporting required by the ATO monthly. This sample document contains the format desired by the COTR to reflect the contract location and use each contractor employee by functional area of the PWS. 10 SLA Format (Template) Copies of Sample Service Level Agreement (SLA) in a format that is required by FAA. Contractors shall apply this SLA format to reflect Acceptable Performance Levels, Key Performance Indicators, proposed formulas and required metrics which the Service Providers must meet. At a minimum, Service providers shall meet the minimum required APL for all PWS service areas to be granted a performance rating of normal for service performance. Levels that exceed FAA minimum requirements will be considered in earning additional fee per CLINS assigned as CPAF, or consideration in being awarded additional award-term options. 11 CCB Relationship Chart Shows Initial CCB State and Expansion Phases 1, 2 and Balanced Scorecard NSC Explains the balance scorecard process for FAA ATO NSC including the process, methodology, challenges, review process, approval process, vision, mission and goals to be achieved. Metrics are provided for July through September for 2007 and also for October through December up to 1Q Key performance indicators (KPI) closely relate to the current ATO SLA key performance indicators and should be applied in the development of proposed SLA, and other reporting documents. Contractors are expected to use this Balance Scorecard Document and develop a Balanced Scorecard for all aspects of the PWS. Contractors shall take the NSC balanced scorecard into consideration when proposing their own SLA. Further, contractors must be prepared to provide monthly balanced scorecard assessments to the ATO 106

107 13 Call Center- Balanced Scorecard for Q2 FY08 Reflects Balanced Scorecard for Q2 showing call center performance metrics and targets. Charts reflects NSC Call Center Performance, Accessibility, Demand, and (Calls Offered-Answered Base) through March 08. Reflects Q2 08 Averages. Contractors must be able to create the same kind of information in a balanced scorecard report on a monthly and quarterly basis in preparation for the yearly balanced scorecard. 14 Infrastructure- Facility Listing A Definitive list of all FAA sites (which are WAN Sites).supported by AJA Infrastructure-Western Service Area- Lay of the Land WSA Contains counts for users, workstations, servers, and IT support staff assigned at all supported facilities in the WSA. 16 Infrastructure-Eastern Service Area- Lay of the Land ESA 17 Infrastructure-Central Service Area- Lay of the Land CSA Contains counts for users, workstations, servers, and IT support staff assigned at all supported facilities in the ESA. Contains counts for users, workstations, servers, and IT support staff assigned at all supported facilities in the CSA. 18 Infrastructure- Headquarters AWA Diagrams Shows Network diagrams showing LAN and MAN design approach and key components at headquarters AWA. 19 Infrastructure- Tech Center Diagrams Shows Network diagrams showing LAN and MAN design approach and key components at Technical Data Centers 20 Infrastructure- Aeronautical Center Diagrams MMAC Network Shows Network diagrams showing LAN and MAN design approach and key components at MMAC Diagrams 21 AWA HQ AVN Network Show the AWA HQ Network AVN for Silver Springs, MD Office and AVN network for Glenn Date, MD Office 22 ATO IT Facility List and WAN connection sites Reflects current contractor support baseline (contractor staff) by location per function. 880 sites. 23 ATO Workstation Baseline Image List of OS and applications (standardized) supporting National Standard Desktop image and standard applications pre-installed. 24 Applications by ATO-A/IT Lists 189 applications by Technical Support Group (189) with point of Technical Support Group contact, application name, information related to application. These are referenced in the PWS. Section. 25 CCB Change Control Process Includes information on the Change Control Process Plan, Change Control process development and Test, Change Control Process: Implement and Close phases. 26 CCB Group Charter. Detailed information on FAA CCB process, details, roles, responsibilities, 27 EDC Catalog of Services (Data Centers) 28 IT Service Design Process Formulas and Definitions participants, etc. Provides both a footprint and catalog of services for the Data Center (MMAC) at Oklahoma City and (WJHTC) Atlantic City reflecting information on the Facilities, Infrastructure, Oracle Application Servers, Oracle Database Server, SQL Database Server, and Data storage, Support provided, Required Availability, Disaster Recover and Security. Sheet contains Service Design Process Definitions for IT support for service availability, component availability, Availability % formula, Reliability (MTBSI in hours) formula, Reliability (MTBF in hours) formula, Maintainability (MTRS in hours) formula and Serviceability. 29 ATO HISTORICAL WORKLOAD Provides historical labor used by service function over the previous year covering most IT functions. (In Excel format only.) 30 Employee IDP Sample format for Individual Development Plan format for employee 31 CHANGE IT:OPS CCB infra. Reflects IT OPS CM infrastructure 32 NSTB Process & Users Guide NATIONAL STANDARD TEST BED Process Description and User Guide 33 Listing of NexGen Applications Listing of applications currently in use by NexGen. 34 Historical NexGen Workload A weekly summary report as of October 08 for NexGen Project 35 NSC Incident Mgmt Guide Incident Management Process Guide and SOP for Helpdesk 36 Weekly NSC ACD Report Historical data for CY07 for Helpdesk 107

108 PART D PACKAGING AND PACKING All products delivered under this contract shall be packaged in accordance with best commercial practices. 108

109 PART E QUALITY ASSURANCE All quality requirements applicable to this effort are specified at Section C, Section I, and in the Service Level Agreement requirements referenced at Section (C.7, Exhibits 2 and 10), and F.2. The contractor s proposed SLA shall be incorporated into the contract award as their service agreement for maintaining quality control and used by the government for quality assurance. 109

110 F.1 Period of Performance PART I - SECTION F DELIVERIES OR PERFORMANCE The period of performance of this contract is as set forth below: BASE PERIOD OPTION # 1 OPTION # 2 OPTION # 3 OPTION #4 Date of award - through 12 months an additional 12 months an additional 12 months an additional 12 months an additional 12 months F.2 Service Level Agreement The Service Level Agreement (SLA) is a bilateral agreement that shall set forth basic performance terms and conditions of all work to be performed. It shall incorporate by reference the PWS, and shall be mandatory in its use throughout all performance periods unless modified. The proposed SLA shall cover not only the CPAF Contract Line Items (CLINs), but also all CPFF CLINs. The Government seeks to obtain the very best SLA that will be used by the contractor and Government to create a binding performance agreement regarding the performance of all work in the PWS. The SLA will set forth the Service Providers work priorities and responsibilities. Use of this SLA is designed to provide a management mechanism with regard to service levels that must be maintained under the PWS and the awarded contract. The SLA may be revised jointly by the CO and the contractor in order to keep pace with changes in contract requirements. Performance outcomes shall be reported against the SLA in a monthly Performance Measurement Scorecard for each measured metric. These reports shall feed directly to the ATO IT Balanced Scorecard Report, automated data base and CDRL

111 SECTION G: CONTRACT ADMINISTRATION G.1 GOVERNMENT CONTACTS FOR CONTRACT ADMINISTRATION The Contractor will use the following Government contacts and addresses for all matters regarding this Contract: (1) Primary FAA Contracting Officer: Jim Smith (202) Federal Aviation Administration Contracts Division - Room Independence Avenue, SW. Washington, DC (2) FAA Contracting Officer's Technical Representative: Gerry Smith, (202) Federal Aviation Administration Office of Information Technology 800 Independence Avenue, SW. Washington, DC [email protected] G.2 INTERPRETATION OR MODIFICATION No verbal statement by any person, or written statement by anyone other than the Contracting Officer, or his/her authorized representative acting within the scope of his/her authority, shall be interpreted as modifying or otherwise affecting the terms of this solicitation or any resulting Contract. All requests for interpretation or modification shall be made in writing to the Contracting Officer. G.3 PAYMENT ADDRESS (End of Clause) The FAA Headquarters "Designated Billing Office" and "Designated Payment Office", as defined at FAAAMS , and as used in FAAAMS clause , are the Accounts Payable Branch, AMZ-110 (addresses as listed below). U.S. MAIL FEDEX FAA Accounts Payable Branch, AMZ-110 FAA Accounts Payable Branch, AMZ-110 P.O. Box South MacArthur Blvd. Oklahoma City, OK Oklahoma City, OK

112 In addition, please send one copy of the invoice to the Contracting Officer s Technical Representative and one copy of the invoice to the Contracting Officer for review. The address to send the additional copies is listed in your contract with the FAA National Headquarters. (End of Clause) G.4 ACCOUNTING CUT-OFFS AND BILLING PERIOD FOR TIMELY INVOICING The prime contractor shall require its subcontractors and/or team members to adhere to the prime s schedule for accounting cut-off date for all expenses accumulated and to be reported for the accounting month. All contractor(s) and team member expenses incurred shall be reported to the prime according to the prime s accounting cycle to meet the required monthly invoice submission to FAA No Later Than the 14 th of the following month. In addition, the format used by the subcontractors for reporting costs via the invoice process must match the format used by the prime contractor. G.5 INVOICING REQUIREMENTS 1. The Contractor may submit invoices no more frequently than once a month. Invoices must be properly submitted (original and three (3) copies), to the Federal Aviation Administration, Accounts Payable Branch to the address shown above. 2. In addition to the requirements specified in FAAMS clause , Prompt Payment, and, AMS Clause , Allowable Cost and Payment, the invoice must provide detail as specified per CDRL-001 and DID-001. The data reported via CDRL-001/DID-001 must coincide with the billing period. The following data must also be included on the invoice: (a) The applicable contract number under which the work was performed. (b) The Contracting Officer s name and routing symbol. 3. The following additional data must be submitted with the final invoice: (a) Contractor's assignment of refund rebates and credits. (b) Contractor's release. (c) Report of inventions and subcontracts. (d) Final Invoice must be identified as Final Invoice 4. Failure to provide the required information may be cause for rejection of the invoice, at the Government s discretion. (End of Clause) G.6 HOLIDAY AND GOVERNMENT AUTHORIZED LEAVE (1) For informational purposes, the Government observes only the holidays listed below: New Year's Day Martin Luther King, Jr.'s Birthday Inauguration Day Presidents Day Labor Day Columbus Day Veterans Day Thanksgiving Day 112

113 Memorial Day Christmas Day Independence Day Any other day designated by Federal statute. Any other day designated by Executive Order. Any other day designated by Presidential proclamation. The Government will not pay for any holiday unless actual work on such holidays has been authorized in writing by the task order or the Contracting Officer. When so approved, the work must actually be performed on the holiday. (2) When the Federal Government grants excused absence to its employees, assigned Contractor personnel may also be dismissed at the discretion of the Contracting Officer. However, the contractor will not be reimbursed for the hours of excused absence. The government will reimburse the contractor only for the actual hours worked by their contractor or subcontractor employees. End of Clause G.7 TELECOMMUTING NOT ALLOWED Telecommuting for/by contractor-provided technical support personnel resources is not allowed unless specifically authorized in writing by the Contracting Officer. Services will be performed onsite at the contractor s location or on-site at the FAA facilities. G.8 WORK AT RISK IS PROHIBITED The contractor shall not work any individual, team member or subcontractor at risk. The contractor shall immediately notify the Contracting Officer of any and all changes to established teaming arrangements and subcontracts under this contract or its task orders which causes or could be expected to cause a working at risk situation. G.9 CONTRACTING OFFICER S TECHNICAL REPRESENTATIVE In accordance with FAA AMS Clause , the FAA reserves the right to designate a Contracting Officer s Technical Representative (COTR) and Technical Office Representatives (TOR). The TORs will have limited COTR authority and will be subordinate to the COTR with respect to providing technical direction to the contractor. The COTR s direction shall take precedence over that from the TOR; whenever there is an instance of conflicting direction, the direction from the COTR takes precedence and the contractor should seek clarification and direction from the COTR to resolve the issue. For example, the FAA may decide that it is appropriate to assign a TOR for each of the Customer Service Areas. The government reserves the right to assign a COTR and subordinate TORs as deemed appropriate by the government. End of Clause 113

114 SECTION H SPECIAL CONTRACT REQUIREMENTS H.1 ORGANIZATIONAL CONFLICT OF INTEREST (a) The Contractor warrants that, to the best of its knowledge and belief, there are no relevant facts or circumstances which could give rise to an organizational conflict of interest (OCI), as defined in FAA AMS clause , Organizational Conflict of Interest, or that the Contractor has disclosed all such relevant information. (b) The Contractor agrees that if an actual or potential OCI is discovered after award, the Contractor shall make a full disclosure in writing to the Contracting Office within 5 business days of discovery. This disclosure shall include a description of actions which the Contractor has taken or proposes to take, after consultation with the Contracting Officer, to avoid, mitigate, or neutralize the actual or potential conflict. (c) The Contracting Officer may terminate this contract for convenience, in whole or in part, if it deems such termination necessary to avoid an OCI. If the Contractor was aware of a potential OCI prior to award or discovered an actual or potential conflict after award and did not disclose or misrepresented relevant information to the Contracting Officer, the Government may terminate the contract for default and/or pursue such other remedies as may be permitted by law or this contract. (d) The Contractor further agrees to insert provisions which shall conform substantially to the language of this clause, including this paragraph (d), in any subcontract or consultant agreement hereunder. (End of clause) * * * H.2 ACCESS TO GOVERNMENT PROPERTY AND FACILITIES (1) As part of this effort, the Contractor shall be working and attending meetings at Government facilities and field facilities. Therefore, to the extent specified per and pursuant to the procedures specified per FAA AMS clause , Contractor Personnel Suitability Requirements, the Contractor may be granted ingress and egress to the facilities at all times during normal working hours to obtain information necessary for performance of the contract. Ingress and egress will not be granted except as the procedures specified per FAA AMS clause Contractor Personnel Suitability Requirements. (2) While Contractor personnel are at the Government site, they are required to comply with all rules and regulations in effect at that site. Contractor personnel shall comply with rules and regulations governing employee conduct with respect to health and safety, not only as they relate to themselves, but also to other Government employees or agents of the Government. The Contractor shall also exercise proper care of all property at the Government site regardless of whether title to such rests with the Government or not. 114

115 (3) The facilities to which Contractor personnel shall have access will remain in the Government's custody and shall not be considered as property or facilities furnished to the Contractor. (End of Clause) * * * H.3 CONFIDENTIALITY OF DATA AND INFORMATION The Contractor and any of its subcontractors in performance of this contract, may have need for access to and use of various types of data and information in the possession of the Government which the Government obtained under conditions which restrict the Government's right to use and disclose the data and information, or which may be of a nature that its dissemination or use other than in the performance of this contract, would be adverse to the interests of the Government or other parties. Therefore, the Contractor and its subcontractors agree to abide by any restrictive use conditions on such data and not to: (1) Knowingly disclose such data and information to others without written authorization from the Contacting Officer, unless the Government has made the data and information available to the public; and (2) Use for any purpose other than the performance of this contract that data which bears a restrictive marking or legend. (a) In the event that the work required to be performed under this contract requires access to proprietary data of other companies, the Contractor shall obtain agreement from such other companies for such use unless such data is provided or made available to the Contractor by the Government. Two copies of such company-to-company agreements shall be furnished promptly to the Contracting Officer for information only. These agreements shall prescribe the scope of authorized use of disclosure, and other terms and conditions to be agreed upon between the parties thereto. It is agreed by the Contractor that any such data, whether obtained by the Contractor pursuant to the aforesaid agreement or from the Government, shall be protected from unauthorized use or disclosure to any individual, corporation, or organization so long as it remains proprietary. (b) Through formal training in company policy and procedures, the Contractor agrees to make employees aware of the requirement to maintain confidentiality of data and information, as required above, to the end that they will be disciplined in the necessity to refrain from divulging either the proprietary data of other companies or data that is obtained from the Government to anyone except as authorized. The Contractor shall obtain from each employee, engaged in any effort connected with this contract, an agreement, in writing, which shall in substance provide that such employee will not, during his/her employment by the Contractor, or thereafter disclose to others or use for his/her own benefit or the future benefit of any individual any trade secrets, confidential information, or proprietary/restricted data (to include Government "For Official Use Only") received in connection with the work under this contract. 115

116 (c) The Contractor agrees to hold the Government harmless and indemnify the Government as to any cost/loss resulting from the unauthorized use or disclosure of third party data or software by the Contractor, its employees, subcontractors, or agents. (End of Clause) * * * H.4 RESTRICTIONS ON DISCLOSURE OF INFORMATION Except as authorized in writing by the Contracting Officer, the Contractor shall not disclose, orally or in writing, any: 1. Proprietary Information (that is, technical information, such as trade secrets, which is proprietary to any person or firm); or 2. Privacy Information (that is, information protected under the provisions of the Privacy Act of 1974); or 3. Privileged Information (that is, financial or commercial information concerning another person or firm which is privileged or personally confidential); or 4. Government Information (that is, information or data stored, processed, or handled in providing services under this Contract or which may come into the possession of the Contractor in providing services under this Contract). The Contractor shall not use or access any information described above for any purpose other than to perform this Contract in accordance with its terms. The Contractor shall obtain from each of its employees a written agreement to protect all such information described in paragraph A above against accidental or intentional disclosure. All such agreements shall be subject to the approval of the Contracting Officer. In addition, the Contractor shall require its employees, through appropriate training and promulgation of company policies and procedures, to comply with the provisions of this section. The restrictions in this section do not apply to any information if and when such information becomes part of the public domain. The Contractor shall include, or require the inclusion of, the substance of this Section in all subcontracts, including lower-tier subcontracts, unless otherwise specified in writing by the Contracting Officer. 116

117 H.5 NON-PERSONAL SERVICES The Contractor agrees that this is a non-personal service contract. For all the purposes of the contract the Contractor is not, nor shall it hold itself out to be, an agent or partner of, or joint venturer with, the Government; and that the Contractor shall neither supervise, nor accept supervision from, Government employees. No personal services shall be performed under this Contract. No contractor employee will be directly supervised by the Government. All individual contractor assignments and daily work direction shall be given by the applicable contractor supervisor. If the contractor believes that any Government action or communication has been given that would create a personal services relationship between the Government and any contractor employee, the contractor shall promptly notify the Contracting Officer of this communication or action. The contractor shall not perform any inherently governmental functions under this contract. No contractor employee shall hold him or herself out to be a Government employee, agent, or representative. No contractor employee shall state orally or in writing at any time that he or she is acting on behalf of the Government. In all communications (including meetings participation) with third parties in connection with this contract, contractor employees shall identify themselves as contractor employees and specify the name of the company for which they work. In all communications with other Government contractors in connection with this contract, the contractor employee shall state that they have no authority to in anyway change the contract. Pursuant to AMS 3.8., the CO may waive this provision to the extent that individual Task Orders may require Personal Services, provide that the required FAA approvals are obtained prior to the performance of the services. (End of clause) H.6 SAFETY AND ACCIDENT PREVENTION In performing any work under this contract on premises which are under the direct control of the Government, the Contractor shall (a) conform to all safety rules and requirements as in effect on the date of the contract; and (b) take such additional precautions as the Contracting Officer may reasonably require for safety and accident prevention purposes. The Contractor agrees to take all reasonable steps and precautions to prevent accidents and preserve the life and health of Contractor and Government personnel performing or in any way coming in contact with the performance of the contract on such premises. Any violation of such rules and requirements, unless promptly corrected as directed by the Contracting Officer, shall be grounds for termination of this contract. (End of clause) 117

118 H.7 TRAVEL The contractor may incur costs for travel outside a contractor employee s assigned work location only when specifically authorized by the contract. The contract will specify the not-to-exceed amount of funding provided for travel expenses; and the COTR will provide direction and approval to the contractor in regards to when travel is authorized (within the level of funding provided). The contractor shall be reimbursed for actual transportation costs incurred and per diem costs in accordance with the Federal Travel Regulations dated June 20, 1992 as amended. Reimbursement or authorized use of private auto shall be at the current rate per mile in lieu of actual costs. H. 9 KEY PERSONNEL AMS Clause Key Personnel and Facilities (July 1996) (a) The personnel and/or facilities as specified below are considered essential to the work being performed hereunder and may, with the consent of the contracting parties, be changed from time to time during the course of the contract. (b) Prior to removing, replacing, or diverting any of the specified personnel and/or facilities, the Contractor shall notify in writing, and receive consent from, the Contracting Officer reasonably in advance of the action and shall submit justification (including proposed substitutions) in sufficient detail to permit evaluation of the impact on this contract. (c) No diversion shall be made by the Contractor without the written consent of the Contracting Officer. (d) The key personnel and/or facilities under this contract are: PROGRAM MANAGER (OVER ALL PWS FUNCTIONS) and SIX (6) SEPARATE PROJECT MANAGERS covering: - AWA CSA P - MMAC CSA - WJHTC CSA - Eastern CSA - Western CSA - Central CSA CALL CENTER MANAGER (NSC HELPDESK CALL CENTER) SME (1 individual) (HELP DESK and FIELD SUPPORT) (1) QUALITY ASSURANCE/SLA MANAGER 118

119 H. 10 LABOR CATEGORY APPLICABILITY Unless authorized in writing by the Contracting Officer, all labor proposed for and provided under this contract must qualify under one of the Labor Categories included as Exhibit 4 to the Performance Work Statement (PWS). (End of clause) H.12 GUARANTEED COMPENSATION FOR PROFESSIONAL EMPLOYEES The contractor agrees, in accordance with the intent of FAA AMS Clause , Evaluation of Compensation for Professional Employees (included in Section I of the contract) that employees filling the below noted labor categories will receive at least the noted level of compensation (the figures shown below include salary, fringe benefits, and all payroll taxes): LEFT BLANK UNTIL TIME OF CONTRACT AWARD 119

120 SECTION I Clauses and Provisions Incorporated by Reference (December 2005) This screening information request (SIR) or contract, as applicable, incorporates by reference the provisions or clauses listed below with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make the full text available, or offerors and contractors may obtain the full text via Internet at: Exclusion from Future Agency Contracts (August 1997) Organizational Conflicts of Interest (August 1997) Disclosure of Certain Employee Relationships (October 2006) Cancellation, Recission, and Recovery of Funds for Illegal or Improper Activity (September 2000) Price or Fee Adjustment for Illegal or Improper Activity (September 2000) Audit and Records (July 2004) Reducing the Price of a Contract or Modification for Defective Cost or Pricing Data (July 2004) Subcontractor Cost or Pricing Data (July 2004) Termination of Defined Benefit Pension Plans (July 2004) Waiving Facilities Capital Cost of Money (July 2004) Order of Precedence (July 2004) Reversing or Adjusting Plans for Postretirement Benefits Other Than Pensions (PRB) (July 2004) Notification of Ownership Changes (July 2004) Requirements for Cost or Pricing Data or Other Information --Modifications (July 2004) Special Precautions for Work at Operating Airports (July 2004) Requests for Contract Information (July 2004) Protecting the Government's Interest when Subcontracting with Contractors Debarred, Suspended, or Proposed for Debarment (April 1996) Disclosure of Team Arrangements (April 2008) Allowable Cost and Payment (April 2001) Fixed Fee (April 2003) * Option to Extend Services (April 1996) Award Fee (January 2004) ** Officials Not to Benefit (April 1996) Gratuities or Gifts (January 1999) Contingent Fees (October 1996) Anti-Kickback Procedures (October 1996) Restrictions on Subcontractor Sales to the FAA (April 1996) Disclosure Regarding Payments to Influence Certain Federal Transactions (June 1999) Whistleblower Protection for Contractor Employees (April 1996) Contractor Code of Business Ethics and Conduct (July 2008) Display of Hotline Poster(s) (April 2008) Limitation on Withholding of Payments (April 1996) Interest (January 2008) Availability of Funds for the Next Fiscal Year (April 1996) Limitation of Cost (April 1996) Limitation of Funds (April 1996) Assignment of Claims (April 1996) 120

121 Central Contractor Registration (January 2008) Payment by Electronic Funds Transfer/Central Contractor Registration (October 2005) FAA Cost Principles (October 1996) Insurance--Liability to Third Persons (October 1996) Insurance (July 1996) Authorization and Consent (April 1996) Notice and Assistance Regarding Patent and Copyright Infringement (April 1996) Patent Indemnity (April 1996) Rights in Data--General (October 1996) Notice of Total Small Business Set-Aside (July 2006) Utilization of Small, Small Disadvantaged, Women-Owned, and Service-Disabled Veteran Owned Small Business Concerns (September 2001) Limitations on Subcontracting (July 2008) Mentor Protégé Program (October 2006) Convict Labor (April 1996) Previous Contracts and Compliance Reports (April 1996) Preaward On-Site Equal Opportunity Compliance Review (November 1997) Affirmative Action Compliance (April 1996) Equal Opportunity (August 1998) Equal Opportunity Preaward Clearance of Subcontracts (November 1997) Affirmative Action for Special Disabled and Vietnam Era Veterans (April 2007) Affirmative Action for Workers With Disabilities (April 2000) Employment Reports on Special Disabled Veterans and Veterans of Vietnam Era (April 2007) Notice to the Government of Labor Disputes (April 1996) Payment for Overtime Premiums (April 1996) The use of overtime is authorized under this contract only if the overtime premium cost does not exceed $10,000 for the specific 30-day period of performance Service Contract Act of 1965, as Amended (April 1996) Service Contract Act--Place of Performance Unknown (April 1996) Prevention of Sexual Harassment (August 1998) Notification of Employees' Rights Concerning Payment of Union Dues or Fees (April 2007) Trafficking in Persons (January 2008) Clean Air and Clean Water (April 1996) Hazardous Material Identification and Material Safety Data (April 1996) Certification of Toxic Chemical Release Reporting (July 2008) Toxic Chemical Release Reporting (April 2008) Drug Free Workplace (January 2004) Efficiency in Energy-Using Products (April 2008) Restrictions on Certain Foreign Purchases (April 1996) Protection of Government buildings, Equipment, and Vegetation (April 1996) Continuity of Services - Expiring Contracts (October 2008) Substitution or Addition of Personnel (October 2006) Contract Disputes (November 2002) Protest After Award (August 1997) Notice of Intent To Disallow Costs (April 1996) Penalties for Unallowable Costs (October 1996) Bankruptcy (April 1996) Stop-Work Order (October 1996) /alt1 Stop-Work Order Alternate I (October 1996) Changes--Cost-Reimbursement (April 1996) /alt1 Changes--Cost-Reimbursement Alternate I (April 1996) Contracting Officer's Technical Representative (January 2008) Notice of Delay (November 1997) 121

122 Novation and Change-of-Name Agreements (October 2007) Subcontracts (Cost-Reimbursement and Ceiling Priced Contracts) (October 1996) Competition in Subcontracting (January 1998) Government Property - Basic Clause (April 2004) /alt2 Government Property - Basic Clause Alternate II (April 2004) Inspection of Services--Both Fixed-Price & Cost Reimbursement (April 1996) Government Industry Data Exchange Program (GIDEP) (January 2002) Requirements for Software Measures (August 1997) NOTE: The Contractor shall submit the plan to the Contracting Officer for review and approval within 60 days after date of award. The Contracting Officer will notify the Contractor of the approval or rejection of the plan within 60 days after receipt Termination (Cost-Reimbursement) (October 1996) Excusable Delays (October 1996) F.O.B. Destination (April 1999) Seat Belt Use by Contractor Employees (January 1999) Plain Language (July 2006) Contractor Personnel Suitability Requirements (April 2008) Access to FAA Systems and Government-Issued Keys, Personal Identity Verification (PIV) cards, and Vehicle Decals (July 2008) Sensitive Unclassified Information (SUI) (July 2008) * Applicable to both the CPFF CLINs and the CPAF CLINs. For the CPAF CLINs, the base fee qualifies as a fixed fee. ** Applicable to the CPAF CLINs only. SECTION I CLAUSES INCLUDED IN FULL TEXT: Continuity of Services - Mission Critical Contracts (January 2008) (a) The contractor recognizes that the supplies and/or services under this contract are critical to FAA and must be continued without interruption during times of National Emergency or Incidents of National Significance. The MANDATORY services to be continued without interruption include: National Service Center (NSC) Call Support, Messaging Technical Support, Data Center Support, Field Support (Desk-Side/Local User Support), Information Systems Security Support, Problem Management Support, and Program Office Technical Support The services to be continued with NO MORE THAN 1 or 2 days of interruption include: Configuration Management (CM) Support, Change Management Support (CMS), Release Management Support (RMS), and National Test Bed Support 122

123 The services that need to be continued with NO MORE THAN 3 to 5 days of interruption include: Training Support, and Lotus Notes and Domino Application Development, and IT Asset Management (ITAM) Support (b) National Emergencies or Incidents of National Significance include: (1) Outbreak of pandemic influenza or infectious disease; (2) Terrorist attack; and (3) Natural disaster. (c) Because the supplies and/or services under this SIR or contract are deemed critical by FAA, the contractor must make every reasonable effort to deliver these supplies and/or services per the contract requirements during times of National Emergency or Incidents of National Significance; however, the presence of this clause does not affect or diminish the Contractor's rights under Default or Termination clauses incorporated into this SIR or contract. (d) Within 60 days after award, the contractor must submit a Continuity of Contract Performance Plan to the Contracting Officer (CO) for review and acceptance. This plan describes the processes and tools that the contractor will commit to ensure supplies and/or services are delivered as required during times of National Emergency or Incidents of National Significance. This plan must include the following sections: (1) Plans and Procedures: Detail the plans and procedures in place that will provide for continued contract performance for supplies and/or services during times of National Emergencies or Incidents of National Significance; (2) Essential Functions: Record functions that are essential to the continuation of mission critical contract performance; (3) Delegations of Authority, Planned Order of Succession, and Cross-Training: Procedures in place to ensure personnel are available to make key decisions and perform critical services when primary personnel are unavailable; (4) Alternate Operating Facilities: When the primary facility is unavailable, detail plans to make available other facilities unaffected by the National Emergency or Incident of National Significance. If contract performance allows, this may include alternatives such as telecommute; (5) Interoperable and Effective Communications: Identify alternate communication systems if primary systems are unavailable; (6) Critical Records or Data: Identify plans in place to ensure critical records and data are still available to ensure the integrity of contract performance; (7) Protection of Human Capital: Identify comprehensive plans to protect the overall health and welfare of the workforce in times of National Emergency or Incidents of National Significance; 123

124 (8) Testing and Training of the Plan: Detail comprehensive testing and training of the plan to improve the execution of contract performance in times of National Emergency or Incidents of National Significance; (9) Devolution of Control and Direction: Identify plans and the ability to transfer authority and responsibility of essential functions from the primary location to other sites and employees; and (10) Reconstitution and Resuming Normal Operations: Identify procedures and processes to expedite the return of contract performance and operations to their normal state. (e) The Continuity of Contract Performance Plan must be made available by the contractor to all authorized contractor personnel with a "need-to-know" for review and use during the term of the contract. (f) The Continuity of Contract Performance Plan must be updated as needed. (End of Clause) Contractor Personnel Suitability Requirements (April 2008) (a) This clause applies to the extent that this contract requires contractor employees, subcontractors, or consultants to have unescorted access to FAA: (1) Facilities; (2) Sensitive information; and/or; (3) Resources regardless of the location where such access occurs, and none of the exceptions of FAA Order A, Contractor and Industrial Security Program, Chapter 5, paragraphs 4, 6, 7 and 8 pertains. Definitions of applicable terminology are contained in the corresponding guidance and FAA Order A, appendix A. (b) Consistent with FAA Order A, the FAA Servicing Security Element (SSE) has approved designated risk levels for the positions under the contract. Those designated risk levels are: ALL POSITIONS QUALIFY AS MODERATE RISK POSITIONS. (c) If a National Agency Check with Inquiries (NACI) is required under paragraph (b) for a given position, the contractor will submit to the SSE the following documentation within [to be entered by CO] business days after contract award (or modification if this provision is being added to an existing contract) for each employee requiring access (provided no previous background investigations can be supported as described below): - Standard Form (SF) 85P, Questionnaire for Public Trust Positions as designated by the Contractor Position Risk/Sensitivity Level Designation Record, FAA Form , will be completed (all questions answered) in accordance with the instruction sheet. 124

125 - One fingerprint card (FD-258). Fingerprints will be taken by those individuals who have been identified as either a Trusted Agent or a Personal Identity Verification (PIV) registrar (SSE). In some instances, a fingerprint card (FD-258) and an OF-306, Declaration for Federal Employment, may only be required, and will be identified under paragraph (b). The applicant will appear in person and provide two forms of identity source documents in original form to the PIV Registrar (SSE) or the authorized Trusted Agent. The identity source documents must come from the list of acceptable documents included in Form I-9, OMB No , Employment Eligibility Verification or version of the DOT F 1681 containing the list of acceptable identity verification documents. At least one document will be a valid State or Federal Government-issued picture Identification. The type of investigation conducted will be determined by the position risk level designation for all duties, functions, and/or tasks performed and will serve as the basis for granting a favorable employment suitability authorization as described in FAA Order A. If an employee has had a previous U. S. Government conducted background investigation which meets the requirements of Chapter 5 of FAA Order A and Homeland Security Presidential Directive 12 (HSPD-12), it will be accepted by the FAA. However, the FAA reserves the right to conduct further investigations, if necessary. For each contractor employee for which a previous background investigation was completed, the contractor will provide, in writing to the SSE, the name, date of birth, place of birth, and social security number of the employee, the name of the investigating entity, type of background investigation conducted, contract number, labor category (Position), and approximate date the previous background investigation was completed. For all contracts over six (6) months in duration, the minimum background investigation requirement will be a NACI. Please check with your SSE for final determination as to OPM background investigation type required. The contract may include positions that are temporary, seasonal, or under escort only. In such cases, a FAA Form for each specific position will be established as the investigative requirements may differ from the NACI. The contractor must submit the required information with a transmittal letter referencing the contract number and this request to: Headquarters Contracts: Manager, Personnel Security Division, AIN Independence Avenue, S.W., Room 315 Washington, D.C Regional and Center Contracts: [CO insert appropriate Regional or Center information here or enter "none" if not applicable] The transmittal letter must also include a list of all of the names of contractor employees and their positions for which completed forms will be submitted to the SSE pursuant to this Clause. A copy of the transmittal letter must also be provided to the Contracting Officer (CO)/Contracting Officer's Technical Representative (COTR) minus any Privacy Act information. 125

126 (d) The contractor must submit the information required by paragraph (c) of this Clause for any new employee not listed in the Contractor's initial submission who is hired into any position identified in paragraph (b) of this Clause. (e) The CO will provide notice to the contractor when any contractor employee is found to be unsuitable or otherwise objectionable, or whose conduct appears contrary to the public interest, or inconsistent with the best interest of national security. The contractor must take appropriate action, including the removal of such employee from working on this FAA contract, at their own expense. Once action has been taken, the contractor will report the action to the CO and SSE. (f) No contractor employee will work in a high, moderate, or low risk position unless the SSE has received all forms necessary to conduct any required investigation and has authorized the contractor employee to begin work. (g) As applicable, the contractor must submit [CO to enter quarterly or bi-annual] reports to the CO with a copy to the SSE and the Operating Office on or before the fifth (5th) business day following each report period. This report must include a complete alphabetical listing of all current contract and subcontract employees who have access to FAA facilities, sensitive information, or information systems and are currently supporting the contract, and a separate listing of all terminated contract or subcontract employees. (h) The contractor must notify the CO within one (1) business day after any employee identified pursuant to paragraph (c) of this Clause is terminated from performance on the contract. If FAA issued the terminated employee and identification card, the contractor must collect the card and submit it to the SSE. (i) The CO may also, after coordination with the SSE and other security specialists, require contractor employees to submit any other security information (including additional fingerprinting) deemed reasonably necessary to protect the interests of the FAA. In this event, the contractor must provide, or cause each of its employees to provide, such security information to the SSE, and the same transmittal letter requirements of paragraph (c) of this Clause applies. (j) The contractor and/or subcontractor(s) must contact the Servicing Security Elements (Regional and/or Center Security Divisions) or AIN-400 at Headquarters within one (1) business day in the event an employee is arrested (detained by law enforcement for any offenses, other than minor traffic offenses) or is involved in theft of government property or the contractor becomes aware of any information that may raise a question about the suitability of a contractor employee. (k) Failure to submit information required by this clause within the time required may be determined by the CO a material breach of the contract. (l) If subsequent to the effective date of this contract, the security classification or security requirements under this contract are changed by the Government and if the changes cause an increase or decrease in direct contract costs or otherwise affect any other term or condition of this contract, the contract will be subject to an equitable adjustment. (m) The contractor agrees to insert terms that conform substantially to the language of this clause, including paragraph (l) but excluding any reference to the Changes clause of this contract, in all subcontracts under this contract that involve access and where the exceptions under Chapter 5, FAA Order A do not apply. 126

127 (n) The CO will ensure the SSE receives a list of all proposed contractor employees, the name of the contracting company, contract number, duty location, and identification of the funding line of business, and the names of the CO and COTR for each contract within five (5) business days of contract award. (o) Contractor employees who have not undergone a background investigation must be escorted at all times. In some instances, a contractor employee may be required to serve as an escort. To serve as an escort, a contractor employee must have a favorably adjudicated fingerprint check and initiated a NACI with FAA. (End of Clause) Access to FAA Systems and Government-Issued Keys, Personal Identity Verification (PIV) cards, and Vehicle Decals (July 2008) (a) It may become necessary for the Government to grant access to FAA systems or issue keys, PIV cards, vehicle decals, and/or access control cards to contractor employees. Prior to or upon completion or termination of the work required hereunder, the contractor must return all such Government-issued items and submit a request to terminate all user accounts on applicable FAA systems to the issuing office with notification to the Contracting Officer's Technical Representative (COTR). When contractor employees who have been issued such items are terminated or no longer required to perform the work, the Governmentissued items must be returned to the Government and a request submitted for the termination of FAA system access within three (3) business days or upon termination of the contract or the employee. Improper use, possession or alteration of FAA issued keys, PIV Cards and/or vehicle decals is subject to penalties under Title 18, USC 499, 506, 701, and (b) In the event such keys, PIV Cards, or vehicle decals are lost, stolen, or not returned, the contractor understands and agrees that the Government may, in addition to any other withholding provision of the contract, withhold [CO to enter appropriate amount] for each key, PIV Card, and vehicle decal lost, stolen, or not returned. If the keys, PIV Cards, or vehicle decals are not returned within 30 calendar days from the date the withholding action was initiated, any amount so withheld must be forfeited by the contractor. (c) Access to aircraft ramp/hangar areas is authorized only to those persons displaying a flight line identification card and for vehicles, a current ramp permit issued pursuant to Title 49, Part 1542, Code of Federal Regulations. (d) The Government retains the right to inspect inventory, or audit PIV Cards, keys, vehicle decals, and access control cards issued to the contractor in connection with the contract at the convenience of the Government. Any items not accounted for, to the satisfaction of the Government will be assumed to be lost and the provisions of section (b) apply. (e) Keys must be obtained from the COTR who will require the contractor to sign a receipt for each key obtained. Lost or stolen keys, PIV Cards, vehicle decals, and access control cards must immediately be reported concurrently to the Contracting Officer (CO), COTR, and [CO to insert name of local security division or staff and facility management office]. Electronic keying cards are handled in the same manner as metal keys. (f) Each contract employee, during all times of on-site performance at the [CO to insert location] must prominently display his/her current and valid PIV card on the front portion of his/her body between the neck and waist. Each PIV card holder must not affix pins, stickers, or other decorations to the PIV. (1) Prior to any contractor employee obtaining a PIV Card or vehicle decals, the contract employee is required to report in person to the SSE Registrar or an FAA designated trusted agent for fingerprinting, photographing, and to submit their required investigation forms as described in AMS clause , Contractor Personnel Suitability Requirements. The investigative forms must be submitted to [CO to insert 127

128 name and location of security division or staff] by the contractor in a sealed envelope either hand carried by the contractor or sent via U.S. mail to: [CO to insert mailing address]. The SSE will review the forms and approve interim suitability prior to the contract employee beginning work. When an interim is granted by the SSE, the individual may begin work under escort until their OPM fingerprint check has been returned and successfully adjudicated. Once the OPM fingerprint check has been successfully adjudicated, they can then be badged. If the contract employee requires a PIV Card, the fingerprint check must be completed and favorably adjudicated by the SSE prior to approval or issuance of the PIV card. (2) To obtain the PIV Card, contractor employee must submit an identification Card/Credential Application (DOT 1681) signed by the contractor employee and by the authorized trusted agent (when applicable) and also by the authorized sponsor to the CO or to the COTR. The DOT 1681 must contain, as a minimum, under the "Credential Justification" heading, the name of the contractor/company, the contract number or the appropriate acquisition identification number, the expiration date of the contract or the task (whichever is sooner), and the required signatures. The contractor will be notified when the DOT 1681 has been approved and is ready for processing by the [CO to insert name and location of the person who will process the document]. Arrangements for processing the identification cards, including photographs and lamination can be made by the contacting [CO to insert point of contact with phone number]. (3) The contractor must contact the SSE to obtain the procedures that the contractor's employees must utilize to obtain their PIV Card. (g) The contractor is responsible for ensuring final out-processing is accomplished for all departing contractor employees. Final out-processing must be accomplished by close of business the final workday of the contractor employee or the next day under special conditions. The SSE must be notified in writing and ensure that all FAA media, including the PIV card, are returned to the SSE. (End of Clause) Option to Extend the Term of the Contract (April 1996) (a) The Government may extend the term of this contract by written notice to the Contractor prior to contract completion, provided that the Government shall give the Contractor a preliminary written notice of its intent to extend at least 60 days before the contract expires. The preliminary notice does not commit the Government to an extension. (b) If the Government exercises this option, the extended contract shall be considered to include this option provision. (c) The total duration of this contract, including the exercise of any options under this clause, shall not exceed 5 years and 6 months. (End of clause) 128

129 SECTION J ATTACHMENTS TO SIR-2 J-1 Previous Contracts List J-2 Past Performance Survey J-3 Past Performance Questionnaire Record J-4 Department of Labor Wage Rate Determinations (12 total) J-5 Cost Proposal Exhibits 129

130 SECTION K REPRESENTATIONS & CERTIFICATIONS BLANK 130

131 SECTION L DIRECTIONS TO OFFERORS L.1 FAA AMS PROVISIONS INCORPORATED BY REFERENCE Clauses and Provisions Incorporated by Reference (December 2005) This screening information request (SIR) or contract, as applicable, incorporates by reference the provisions or clauses listed below with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make the full text available, or offerors and contractors may obtain the full text via Internet at: (on this web page, select "Search and View Clauses") Organizational Conflict of Interest SIR Provision (March 2006) False Statements in Offers (July 2004) Affiliated Offerors (July 2004) Submittals in the English Language (July 2004) Submittals in U.S. Currency (July 2004) Unnecessarily Elaborate Submittals (July 2004) Late Submissions, Modifications, and Withdrawals of Submittals (July 2004) Preparing Offers (July 2004) Prospective Offeror's Requests for Explanations (July 2004) Contract Award (July 2004) Facilities Capital Cost of Money (July 2004) Evaluation of Options (April 1996) Contractor Identification Number Data Universal Numbering System (DUNS) Number (April 2006) L.2 FAA AMS PROVISIONS INCLUDED IN FULL TEXT: Type of Contract (April 1996) The FAA contemplates award of a hybrid Cost-Plus-Fixed-Fee and Cost-Plus-Award-Fee contract resulting from this Screening Information Request. (End of provision) Evaluation of Compensation for Professional Employees (April 1996) (a) Recompetition of service contracts may in some cases result in lowering the compensation (salaries and fringe benefits) paid or furnished professional employees. This lowering can be detrimental in obtaining the quality of professional services needed for adequate contract performance. It is therefore in the Government's best interest that professional employees, as defined in 29 CFR 541, be properly and fairly compensated. As part of their submittals, offerors will provide a total compensation plan setting forth salaries and fringe benefits proposed for the professional employees who will work under the contract. The Government will evaluate the plan to assure that it reflects a sound management approach and understanding of the contract requirements. This evaluation will include an assessment of the offeror's ability to provide uninterrupted high-quality work. The professional compensation proposed will be considered in terms of its impact upon recruiting and retention, its realism, and its consistency with a total plan for compensation. Supporting information will include data, such as recognized national and regional compensation surveys and studies of professional, public and private organizations, used in establishing the total compensation structure. (b) The compensation levels proposed should reflect a clear understanding of work to be performed and 131

132 should indicate the capability of the proposed compensation structure to obtain and keep suitably qualified personnel to meet mission objectives. The salary rates or ranges must take into account differences in skills, the complexity of various disciplines, and professional job difficulty. Additionally, submittals envisioning compensation levels lower than those of predecessor contractors for the same work will be evaluated on the basis of maintaining program continuity, uninterrupted high-quality work, and availability of required competent professional service employees. Offerors are cautioned that lowered compensation for essentially the same professional work may indicate lack of sound management judgment and lack of understanding of the requirement. (c) The Government is concerned with the quality and stability of the work force to be employed on this contract. Professional compensation that is unrealistically low, or not in reasonable relationship to the various job categories, since it may impair the Contractor's ability to attract and retain competent professional service employees, may be viewed as evidence of failure to comprehend the complexity of the contract requirements. (d) Failure to comply with these provisions may constitute sufficient cause to justify rejection of a Submittal. (End of provision) Protest (November 2002) AS A CONDITION OF SUBMITTING AN OFFER OR RESPONSE TO THIS SIR (OR OTHER SOLICITATION, IF APPROPRIATE), THE OFFEROR OR POTENTIAL OFFEROR AGREES TO BE BOUND BY THE FOLLOWING PROVISIONS RELATING TO PROTESTS: (a) Protests concerning Federal Aviation Administration Screening Information Requests (SIRs) or awards of contracts shall be resolved through the Federal Aviation Administration (FAA) dispute resolution system at the Office of Dispute Resolution for Acquisition (ODRA) and shall be governed by the procedures set forth in 14 C.F.R. Parts 14 and 17, which are hereby incorporated by reference. Judicial review, where available, will be in accordance with 49 U.S.C and shall apply only to final agency decisions. A protestor may seek review of a final FAA decision only after its administrative remedies have been exhausted. (b) Offerors initially should attempt to resolve any issues concerning potential protests with the Contracting Officer. The Contracting Officer should make reasonable efforts to answer questions promptly and completely, and, where possible, to resolve concerns or controversies. The protest time limitations, however, will not be extended by attempts to resolve a potential protest with the Contracting Officer. (c) The filing of a protest with the ODRA may be accomplished by mail, overnight delivery, hand delivery, or by facsimile. A protest is considered to be filed on the date it is received by the ODRA. (d) Only an interested party may file a protest. An interested party is one whose direct economic interest has been or would be affected by the award or failure to award an FAA contract. Proposed subcontractors are not "interested parties" within this definition. (e) A written protest must be filed with the ODRA within the times set forth below, or the protest shall be dismissed as untimely: (1) Protests based upon alleged improprieties in a solicitation or a SIR that are apparent prior to bid opening or the time set for receipt of initial proposals shall be filed prior to bid opening or the time set for the receipt of initial proposals. (2) In procurements where proposals are requested, alleged improprieties that do not exist in the initial solicitation, but which are subsequently incorporated into the solicitation, must be protested not later than the next closing time for receipt of proposals following the incorporation. 132

133 (3) For protests other than those related to alleged solicitation improprieties, the protest must be filed on the later of the following two dates: (i) Not later than seven (7) business days after the date the protester knew or should have known of the grounds for the protest; or (ii) If the protester has requested a post-award debriefing from the FAA Product Team, not later than five (5) business days after the date on which the Product Team holds that debriefing. (f) Protests shall be filed at: (1) Office of Dispute Resolution for Acquisition, AGC-70, Federal Aviation Administration, 800 Independence Ave., S.W., Room 323, Washington, DC 20591, Telephone: (202) , Facsimile: (202) ; or (2) other address as specified in 14 CFR Part 17. (g) At the same time as filing the protest with the ODRA, the protester shall serve a copy of the protest on the Contracting Officer and any other official designated in the SIR for receipt of protests by means reasonably calculated to be received by the Contracting Officer on the same day as it is to be received by the ODRA. The protest shall include a signed statement from the protester, certifying to the ODRA the manner of service, date, and time when a copy of the protest was served on the Contracting Officer and other designated official(s). (h) Additional information and guidance about the ODRA dispute resolution process for protests can be found on the ODRA Website at (End of provision) L.3 SOLICITATION AND AWARD This Screening Information Request (SIR)/Request for Proposals (RFP) is for a competitive acquisition limited to those businesses who were down-selected as a result of submitting proposals in SIR-1. The following companies were down-selected and will be invited to submit proposals in response to this SIR-2: ABC INC of Fairfax, Virginia PC Consulting Services, Inc. of Fairfax, VA Information Technology Associates, Inc. of New York, New York Members include A1 Technology, Inc and ABLE Inc. Pro-IT-logic, LLC Joint Venture of Bethesda, Maryland Members include Morrison Associates and Pro-IT-logic 133

134 Optimum Solutions Technology of Washington, DC Quality Software Solutions, Inc. of Gaithersburg, Maryland STG International of Tulsa, Oklahoma The Government intends to award a single contract for work as described in Section C, Performance Work Statement, in accordance with the procedures contained in the FAA Acquisition Management System guidelines and as identified in this solicitation. Based on the results of the SIR response, evaluation and review, the Government reserves the following rights with respect to this solicitation: - the right to make only one award as a result of this solicitation; - the right to make more than one award as a result of this solicitation; - the right to make initial and subsequent awards during the evaluation period; - the right to enter into discussion with any, some, or all offerors without being required to enter into discussion with others; - the right to make award without any discussion with any offeror; - the right to not make an award should the government so decide; - 5he Government reserves the right to request subsequent information and/or clarifications from offerors at any time during the evaluation and award selection process; and - the right to eliminate an offeror from award consideration if the offeror fails to provide all of the information specified in and required per this solicitation. All proposal information provided by the Offeror shall be certified and dated that it is accurate and complete to the best of the Offeror s knowledge. L.4 SITE VISITS (a) Offeror Visits to FAA Sites to Support Proposal Preparation The FAA will allow offerors to make a site visit to four FAA facilities as follows: -ATO IT Division at FAA Headquarters on morning of 12/15/ ATO IT Facilities at William J. Hughes Technical Center in Atlantic City, New Jersey on date (also a Service Center and a Data Center) on 12/17/ The Air Route Traffic Control Center (AARTC) located at Leesburg, VA on afternoon of 12/15/2008 -The Air Traffic Control Tower (ATCT) located at BWI Airport on morning of 12/16/2008 The purpose of the Site Visits is to allow offerors to become more familiar with the FAA s facilities and processes at these sites. The FAA does not intend that these Site Visits qualify as a Preproposal Conference. The FAA is not conducting a Pre-proposal Conference for this solicitation. Should an offeror have any questions or comments on the solicitation, those questions and comments must be submitted in writing to the Contracting Officer. At the Site Visits, the FAA will entertain questions relative to the respective Site(s) and the facilities and processes of those sites. The solicitation, attachments thereto and exhibits provided with the solicitation will take 134

135 precedence with respect to any inconsistency between the information presented at the Site Visit and the information contained within the solicitation and solicitation documents. Should an offeror desire to participate in the Site Visits, they must submit an to the Contracting Officer 5 business days prior to the scheduled Site Visit. Four individuals from each offeror may participate (but no more than 4). (b) Government Pre-Award Site Visits to Contractor Facilities The Government reserves the right to conduct pre-award site visits to one or more offerors facilities and/or request additional information from one or more offerors without obligation to do the same or similar with other offerors. L.5 EXCEPTIONS TO SOLICITATION TERMS AND CONDITIONS The offeror must state, at the very beginning of their technical proposal, any exceptions taken to the terms and conditions of the solicitation. All exceptions must be described as part of the offeror s Technical Proposal. For each exception, the offeror shall identify the term or condition, state the reason for the exception, and provide any other information concerning the exception. The Government will consider exceptions and their relevance to the solicitation and the offeror s proposal, and reserves the right to include such consideration in making best value decisions. That is to say, the government structured this solicitation and considered carefully each clause and requirement included herein. Should an offeror choose to take exception to any clause or requirement called out in this solicitation, the government reserves the right to make an assessment as to what risk that presents to the government and consider such in the overall selection process. Be advised that, due to time constraints, the government would prefer to make award without discussion and without requesting BAFOs and has reserved the right to do so. Therefore, offerors should be very careful with respect to taking exception to any of the terms and conditions of this solicitation. The solicitation process allows for submission of questions by the offerors. The government recommends that all issues be addressed via the solicitation question process as opposed to as exceptions to the noted solicitation terms and conditions. All questions should be submitted to the Contracting Officer on or before COB December 29, For all questions received prior to this date, the government will publish all questions and answers as solicitation amendment(s). Questions must be submitted in writing via to: [email protected]. L.6 ALTERNATE PROPOSALS AND ELECTRONIC PROPOSAL SUBMISSION NOT PERMITTED However, the offerors customers may submit their completed Past Performance Survey Questionnaires electronically (via ) to [email protected]. In fact, the government would prefer to receive the Past Performance Surveys via this means (electronically via ). L.7 PROPOSAL FORMAT AND SUBMISSION INSTRUCTIONS The Government is interested in reducing both the expense and time associated with the preparation and evaluation of offerors' proposals. This solicitation has been structured to obtain, to the extent possible, reasonable information required to conduct an accurate and consistent 135

136 "best value" evaluation and review of all offerors proposals. Offerors are cautioned that the Government considers the overall form and substance of their proposal to represent the general quality of work expected to be performed under this contract, and that as such, it will be considered throughout the review and scoring/evaluation process. An offeror s proposal in response to this SIR shall be formatted as follows and include: a. The Offeror shall submit an original signature transmittal letter at the beginning of the original proposal and each proposal Volume 1 copy transmitting the proposal to the FAA Contracting Officer. In addition to the original proposal submission, offerors must also provide six (6) additional copies of the technical proposal (separately bound); and one additional copy of the cost proposal (separately bound). Completed past performance questionnaires shall be submitted directly to the Government by the offeror's past performance customers by the proposal due date. Contractors are expected to follow-up with customer contact references to encourage the submission of past performance questionnaires and to document such follow-up activities on the Past Performance Questionnaire Record form, Attachment J-3. Offerors are cautioned that submission of completed past performance questionnaires from other than their noted customers may result in elimination of the Offeror from further award consideration. b. The Offeror shall submit original proposal (and proposal copies) as noted above. However, only one copy of the financial statements is required (to be included with the Original cost proposal). Each binder shall be clearly labeled on the outside showing the offeror s name, the solicitation name (ATO IT Support Services), and the copy number (i.e.: Original or Copy 1 ). c. The Offeror shall also submit two (2) complete media copies of the proposal (except for the completed past performance questionnaires and signatures, Previous Contracts List, Financial Solvency Information, Teaming Agreements between the offeror and each and every team member, and financial statements) on CD-ROM(s) (not condensed), in Microsoft Word format (a current version thereof) for text documents and in Microsoft Excel format (a current version thereof) for spreadsheet documents. One complete media copy shall be included with the Original proposal, and one complete media copy shall be included with Copy 1. d. Proposals are due in the Contracting Office at the address shown below no later than January 29, 2009, at 4:00 p.m. Eastern Standard Time and shall be delivered to the following address: ATTN: Jim Smith Contracting Officer FOB 10A, Room 406 Federal Aviation Administration 800 Independence Ave., SW Washington, DC IT MAY BE NECESSARY TO CALL FROM THE LOBBY TO GAIN ACCESS TO THE BUILDING. THE FOLLOWING MAY GRANT ACCESS: Jim Smith (202) Marcus Arealeous (202) Mark Saunders (202)

137 e. When proposals are hand-carried or sent by courier service, the offeror assumes the full responsibility for ensuring that the offer is received at the address in Section L.7.d. by the noted proposal submission date and time. All offers must be closed and sealed as if for mailing and fully identified on the outside of the sealed envelope. Please note that there are no provisions for acceptance of late offers sent by overnight courier service (except U.S. Postal Service Express Mail), regardless of the date of mailing. f. Proposals, both hard copy and media, shall be in English and labeled as described in L.6.b. above. The offeror s proposal pages (less excluded pages) shall be numbered, and shall be submitted on 8 and 1/2 by 11 inch paper with printing on only one side except as otherwise authorized by this clause. Blank sides and Part/Tab dividers do not count toward the page count. The information may be single-spaced. The typewritten or printed letters/ characters must be in 12 pitch Arial). Offerors must ensure that their proposals (re: print size) is easily readable. Graphics and tables are encouraged only to the point that they provide substantive information directly applicable to the purposes of the solicitation and its evaluation. Offerors shall NOT use chart/tables/graphics to subvert the page limit. With respect to subversion of the page limit, offerors are cautioned that during review and evaluation process, the Contracting Officer may make a determination concerning a proposal's format and/or content that excludes it from further consideration. Each page shall have adequate margins on each side (at least one/half inch) of the page and at least 1 at the top and bottom margin space. Header/footer information (which does not include any information to be evaluated) may be included in the 1 margin space. Fold outs for complete spreadsheets and/or organization charts are permissible up to 11 by 17, with printing on only one side, if secured within the volume. g. Representations and Certifications (Section K information) must be submitted as a part of the Cost Proposal, even if Certifications and Representations exist in ORCA. h. Proposals shall be limited in the number of pages, in accordance with the table below. Offerors are cautioned that proposal information in excess of page limitations will NOT be considered during the evaluation process. Proposal Information VOLUME 1 TECHNICAL PROPOSAL Technical & Operational Approach Part A Business Management Approach Part B Past Performance Part B VOLUME 2 Price/Cost Maximum Page Limit (single sided) 125 pages 50 pages No Page Limit No Page Limit Proposal documents excluded from the mandatory page count are: original signature letters of transmittal; table of contents (which will not be evaluated); glossary (if included will be for reference only and its contents will not be evaluated); 137

138 proposal cross reference matrix (if included will be for reference only and its contents will not be evaluated); the Previous Contracts List (Attachment J-1); no more than three pages of organization charts; the "Past Performance Questionnaire Record" Forms (Attachment J-3); resumes for and signed by key and required personnel (limited to no more than three pages per individual excluding certification/signature page); and Proposed Service Level Agreement. Offerors are warned that incomplete proposal s or those not submitted in accordance with L.7.a. through L.7.h may, at the government s discretion, will not receive further consideration in the review process. L.8. PROPOSAL CONTENT REVIEW and EVALUATION L.8.1. Volume 1, Technical The proposal s technical volume (Volume 1) contains three Parts as follows: - Part A: Technical Performance Plan - Part B: Business Management Plan - Part C: Past Performance Because different evaluation teams may be used to evaluate separate Parts of Volume 1 and referenced information in other Parts may not be available for evaluation consideration, each Part of Volume 1 - Technical Proposal should stand on its own. Technical and Price Proposals that are received on time will be evaluated to determine responsiveness to the SIR2. Those not responsive may be disqualified, and so notified. Offerors found responsive will be scheduled for oral presentation at the date and time set by the CO. The contracting officer will provide notification to offerors regarding the schedule for the Debriefings. Notification by the Contracting Officer as to an offeror s scheduled and mandatory appearance (date and time) is not subject to negotiation or revision. Offers shall confirm the schedule of their oral proposal team within three business days of Contracting Officer notification. Offerors failing to respond or unable to respond may be disqualified from any further competition. L.8.2 Required Submittals/Presentations Part A -Technical Performance Plan Factor 1: Proposed Technical and Operational Approach - Sub-factor 1: Technical Approach for meeting PWS requirements - Sub-factor 2: Written response to Sample Problem 1 or Sample Problem 2 Factor 2: Service Level Agreement (SLA) Performance Plan Factor 3: Oral Presentation of Sample Problems 1 Factor 4: Oral Presentation of Sample Problem 2 138

139 Part B Business Management Plan Factor 1: Certification Attainment Plan Factor 2: Subcontracting/Teaming Management Plan Factor 3: Organizational Planning - Sub-factor 1: Qualifications of Key Personnel - Sub-factor 2: Recruitment/Retention/Replacement & Training Plan - Sub-factor 3: Personnel Labor Distribution Plan Factor 4: Transition Phase-in/Phase-out Plan Part C Past Performance L.8.3 Written Portion of Volume 1 Part A: Technical Performance Plan The offeror shall clearly describe its technical approach in fulfilling the technical requirements identified in the RFP. The offeror s Proposal should be relevant to this RFP. The offeror shall specifically discuss the following: The offeror s understanding of FAA ATO IT operating environment The offeror s technical approach for accomplishing all tasks and subtasks identified in Section C the PWS and SIR2 along with the operational procedures to be used. Their development and application of a proposed Service Level Agreement (SLA) as it relates to their own internal Quality Control Plan and the use/application of the entire Remedy Tool suite. The contractor shall propose their best Service Level Agreement (SLA) covering all PWS functional work. The SLA format and processes must be proposed using a Balanced Scorecard Approach in reporting of metrics. Each contractor shall include their proposed performance target (metrics) including mandatory resolution and response times under Priority Levels I through IV (I being critical and 4 being a special request). The proposed SLA shall cover each PWS task, Acceptable Performance Level (APL), Mandatory Performance Outcomes for PWS tasks, and Minimum Requirements for each Performance Outcome. It shall also contain Minimum Service Standards, Mandatory Response times, Mandatory Resolution times, and Key Performance Indicators (KPI) for each outcome. Performance outcomes shall be reported against the SLA in a monthly Performance Measurement Scorecard for each measured metric. The offeror s creative organizational approach for providing world class IT services in support of the PWS requirements for the FAA using good people, SLA and QCP tied into the use of the entire Remedy tool suite and its capabilities. This section of the offeror s proposal should also address Performance and Financial Data Base Development Plan. The SP shall submit with its technical proposal their plan for developing a database (as described in CDRL-018) for capturing and retaining all financial and contract performance metric data covering all Section C requirements. This repository (financial and performance data) shall be in the form of a fully accessible, easy-to-use data base which shall be accessible 24/7/365 by the COTR, Program Management officials, Government auditors, and inspectors, as well as the SP, that provides the ability to extract and provide reports in MS Excel, MS Word, MS Access, and PDF (without restrictions) format directly or indirectly from any software application the SP chooses to use to extract financial and performance metric data. The data source shall include both current and past data and extractions shall provide pull of data in real time. 139

140 L.8.4 Oral Presentation Portion of Volume 1 Part A: Technical Performance Plan As a part of their Technical Approach each offeror will be required to provide a 1-Day Oral Presentation by the proposed key personnel. The core of the Oral Presentation will be the Offeror s presentation of their proposed solution or approach for handling or responding to two Sample Technical Scenarios. One of these Sample Technical Scenarios is provided below. Additionally, the FAA will provide the offeror with a second Sample Technical Scenario on the day of the Oral Presentation and the offeror will be required to present their technical approach for both Sample Technical Scenarios (addressing technical, management, schedule, resource, and cost issues). In addition, the Oral Presentation will provide the offerors an opportunity to present and address their technical approach in fulfilling the technical requirements identified in the RFP (reference L.8.3 above the written proposal submission) and to address any clarification that the FAA may request after having reviewed the written proposal submission. With respect to scoring and evaluating the Oral Presentation, the FAA will score and evaluate the Offeror s presentation of the two Sample Technical Scenarios. It is not the FAA s intention to score and evaluate that portion of the offeror s Oral Presentation where they address their technical approach for fulfilling the technical requirements identified in the RFP. This portion of the Oral Presentation will serve the purpose of allowing the offeror to better address that which they already addressed in their written technical proposal and to address any areas where the FAA may request clarification. Therefore, this portion of the Oral Presentation will allow for the FAA to refine and revise any score or evaluation that has already been recorded by the FAA Technical Evaluation Team for the offeror s written technical proposal. The schedule for conduct of the Oral Presentation will be as follows: MORNING: - 15 minutes - introductions - One hour to Present Sample Problem 1-15 minutes for Q&A (by FAA Evaluators) - 65 minutes to prepare for Sample Problem 2 plus restroom break - One hour to present Sample Problem 2-20 minutes for Q&A (by FAA Evaluators) We will strictly enforce the 1 hour limitation for each sample problem presentation and the 65-minute limit to prepare for Sample Problem 2. The time frames for intro and Q&A by the evaluators could be more flexible. We will then break for lunch hours. AFTERNOON: After lunch the offeror will have 2 hours to conduct the Oral Presentation related to the technical approach in fulfilling the technical requirements identified in the RFP and to address the areas where the FAA had requested clarification (if the FAA requests clarification of the offeror s written technical proposal). SAMPLE TECHNICAL SCENARIO Given the following scenario and symptoms, how would you as a vendor, using standard processes, resolve the problems herein? 140

141 Scenario: Given the ATO IT Performance Work Statement-Your customer has requested an urgent software update for their in-house payroll application that must be installed before the next pay cycle. There are about 1,600 payroll clerks who need to get the software update, out of an enterprisewide 32,000 machines. Unfortunately, the application development shop where the application is supported doesn t have a great track record for putting out bug-free updates. Given the nature of the legacy application, limited distribution, and past problems, what steps would YOU as a contractor follow to ensure a timely and accurate deployment? Assumptions: You should assume an Active Directory environment, WinXP platform, a centralized help desk, and an infrastructure management toolset that includes asset inventory and the ability to push software updates. Offerors must address the following: 1. How to identify the target audience of machines requiring deployment. 2. Describe how you will adhere to the ITIL process for Change and Release Management including: a. CR has been created and all approvals obtained. b. What an adequate test plan should consist of, and how the update will be tested in a non-production environment. c. What your communication plan would include and what your instructions would be to the help desk, local IT support, and the users, if any special instructions are necessary. d. What your training plan will be if the update includes significant changes to features and functionality. e. What your back out plan will be should the update be rolled back. 3. Given the history of less than successful past deployments, what steps will you take to minimize risks using: a. Proper engagement with the program office responsible for the update b. User acceptance testing c. Key site testing d. Coordination with the help desk and field support e. Phase out deployment. 4. As an Offeror, how will you coordinate incident and problem tickets that might be generated in response to the software update? 5. As an Offeror, how will you measure your success and how will you incorporate lessons learned into the next deployment? Administrative Issues for the Oral Presentation: (a) Schedule: The FAA plans for the Oral Presentations to commence the 3rd or 4th week after submission of proposals subject to the FAA's conduct and completion of the evaluation of the written proposals. After submission of the required written proposal data, the Government will evaluate the proposal submittals in order to establish those that are responsive. The Government will then schedule the oral presentations for those offerors found responsive, and will provide appropriate notification so travel arrangements can be made for the offeror s team. Oral presentations set by the CO will be held at FAA Headquarter, Orville Wright Building, 800 Independence Ave, S.W., Washington, D.C The Contracting Officer will assign time slots. Time slots may not be changed or traded, and the Government reserves the right to reschedule any offeror s oral technical Proposal 141

142 presentation at its sole discretion. Once scheduled, offerors who fail to show up for their scheduled presentation at the date and time specified by the Contracting Officer, with the exception of those delayed by a verifiable act of God, airport closures, or flight cancellation, shall receive a rating of unsatisfactory. (b) Slides & Presentation Materials: The Offeror may use slides and flip charts during the Oral Presentation. The offeror must provide 10 hard copies of the slides to the FAA prior to commencing their Oral Presentation. Only those slides actually presented and addressed (i.e., talked to) during the Oral Presentation will be considered in the technical evaluation. For the first Sample Technical Scenario, the offeror may bring pre-prepared slides with them for the presentation. However, the offeror may NOT bring pre-prepared flip charts. For purposes of the first Sample Technical Scenario, the offeror may prepare flip chart material during the Oral Presentation only. For the second Sample Technical Scenario (the one for which the offeror must prepare the presentation during the Oral Presentation) the Offeror may bring blank flip charts and may use PowerPoint presentation slides. Should the offeror choose to prepare PowerPoint slides for the second Technical Scenario, the PowerPoint Presentation Slides for this portion of the Oral Presentation must be created during that portion of the Oral Presentation allotted for that purpose. The Offeror may NOT bring any pre-prepared slides for this purpose. And the offeror will not be provided the opportunity to print out hard copies of the slides that may be created for the second Sample Technical Scenario. Should the offeror create slides for this purpose, the offeror must be prepared to provide the FAA with electronic copy of the slides during the Oral Presentation. The offeror may NOT use internet access to prepare for the second Sample Technical Scenario. Offerors must develop their oral presentation slides, and or digital projection images using Power Point and should make reference to their Volume 1 proposal pages (as appropriate) on the bottom of each slide. All slides, including the hardcopy and digital slides must be numbered in sequence. (c) Videotaping: Oral presentations may be video taped by the Government only, and may be used by the Government during scoring of vendor oral proposals, as well as retained as the official record of the Oral Presentation. Oral presentations will be binding, and will take precedence over the submitted written materials when/where the offeror clearly and distinctly presents clarification to the previously submitted written technical proposal. Offerors may not videotape or otherwise record their own presentations in any manner. Cell phones, pagers, beepers, records and cameras will not be permitted for this presentation. Only the Government may record the presentations. The Government at its option may either videotape or audiotape each offeror s oral presentation for permanent contract documentation and contract file purposes. If desired, offerors may request a copy of their presentation audio/video at the same time a debriefing is requested at their own expense. (d) The Government will provide offerors with access to the briefing area where the presentation will occur one-half hour (30 minutes) before the scheduled start time, to set up and become acclimated to the room, equipment and video taping procedures. Contractor personnel shall be on-time, and expected to quickly set up and be prepared to go beginning no later than 9 a.m. on the day scheduled for their oral presentations. 142

143 (e) Attendees: The offeror may bring all proposed Key Personnel and three additional individuals to the Oral Presentation. Except for the introduction, the offeror's presenter(s) for the Oral Presentation must be chosen from the offeror's proposed key personnel. Offerors may not use any professional speaker or consultant to make their presentation, nor anyone that will NOT be working on the contract. To do so will result in immediate disqualification from further competition. The offeror may use company corporate representative(s) to conduct the introduction portion of the Oral Presentation only. For the remainder of the presentation, only proposed Key Personnel may present. The FAA will use the Oral Presentation process as a supplement to the written proposal materials to assess the qualifications of the proposed Key Personnel. (f) Location: Oral presentations will be held at the Federal Aviation Headquarters, 800 Independence Avenue, SW, Washington, DC All offerors must submit personnel security information by to the Contracting Officer not later than 1 week prior to the scheduled date of the Oral Presentation (i.e., the names of the presenters, including individual name, company name, current job title, telephone number and work address). Each person must possess a valid driver s license or picture ID to be cleared for entry to FAA. Information provided shall be in the format as follows: Name Company Position Phone (g) The Government will provide the facility, and slide projection equipment needed for the presentations. The offeror must bring their presentation on a USB stick for the projector. The offeror is required to bring their own BLANK flip chart(s) and stand(s) if they desire to use flip charts during the presentation. (h) Questions and Answer Sessions: During the presentation, the Government's representatives will not interrupt the presenters to ask questions (except to request the repetition of inaudible words or statements or the explanation of terms that are unknown to them) or otherwise engage the offeror in any dialogue with vendor personnel. The Government reserves the right to caucus at any time during the oral presentation. Should the government choose to caucus, the time spent in that process will not be attributed to the offeror s time for presentation. Only the presenters (i.e., the proposed Key Personnel) may answer the questions posed by the government representatives. Other company personnel may not interject or step-in to answer questions. (i) The offeror may use only the proposed Key Personnel for the major portion of the Oral Presentation. The offeror must have at least 7 of the proposed Key Personnel at the Oral Presentation (but is allowed to bring and utilize all 10 proposed Key Personnel for the Oral Presentation). It is required that the offeror bring the following Key Personnel to the Oral Presentation: Program Manager 2 of the following Project Managers: - AWA CSA - MMAC CSA - WJHTC CSA 1 of the following Project Managers: 143

144 - Eastern CSA - Western CSA - Central CSA Call Center Manager, Subject Matter Expert, and Quality Assurance Manager L.8.5 Volume 1 Part B: Business Management Plan The offeror shall clearly describe its business management plan and their organizational approach in fulfilling IT service requirements, contract administration, certifications, staffing, labor distribution plan and organizational chart, HR processes, controlling costs, meeting exceptional performance for the RFP, and meeting each and every deliverable due per the Contract Data Requirements List (CDRL). The offeror shall specifically propose and address the following in their proposal: ISO Certification Attainment Plan HDI Certification Attainment Plan Plan to manage Subcontractors or Joint Venture Aspects Transition/Phase-in Plan/Phase-out Plan Qualifications of Key Personnel (and commitment letters) Recruitment, Retention and Training Plan Personnel Labor Distribution Plan and Organizational Chart showing labor category, FTE count proposed to support the projected six (6) Customer Service Areas and all geographic field support locations. (a) HDI ATTAINMENT PLAN. The offeror must provide a plan for attaining and maintaining complete HDI support center site certification within the first 12 months of contract performance, not later than 18 months. The offeror should demonstrate in a written plan how the HDI certification will be attained, as well as once attained how they will maintain HDI site certification through all future performance periods. The plan should address how the Key Person(s) operating the NCS Call Center shall become professionally certified as a HDI Support Center Manager and Director providing timetables and IDP for these key positions. The FAA plans to include the HDI attainment as a part of the initial Award-Fee decision process. (b) ISO 9001:2000 ATTAINMENT PLAN The SP shall submit with its technical proposal a plan for how it intends to attain full ISO 9001: 2000 certification within 12 months of contract award. (c) Subcontract Management Plan. The offeror must provide detailed information on how they will ensure proper contract placement, management, control, and surveillance over their subcontracted or teamed activities. The plan must address each functional area of work as indicated in the PWS, Section C that the offeror plans to subcontract or for which the offeror plans to have a team member perform. For purposes of this section of the proposal, the secondary member of a Joint Venture is considered a Team Member and the offeror must address how work will be managed between the primary team member and the secondary team member and all proposed subcontractors as well. 144

145 (d) Organizational Plan. The offeror must address Human Resource Management issues related to staffing, personnel distribution, transition and ramp up plan to be used in performing the contract through all performance periods to include: i. Qualifications of Key Personnel: A resume must be submitted for each proposed Key Person to demonstrate that the proposed key person meets the education and experience requirements required for the labor category for which they are proposed. In addition, the offeror must provide a letter of commitment for/from each proposed Key Person. ii. Recruitment/Retention/Replacement and Training: Contractor shall address and be evaluated on the recruitment, retention, replacement and training plan that shall be used by the contractor during all performance periods, and should demonstrate how it will maintain personnel at minimum levels nationwide for all contract tasking and ensure that vacancies are immediately replaced with no degradation in contract service and reflect a useful training for all prime, sub-contract and teaming partner employees that fulfill critical training needed for the appropriate job categories required in this contract. iii. Personnel Staffing and Distribution Plan including number of personnel, job categories and their location. Also required is a detailed plan of where and how many job categories will be staffed at each geographical site). The offeror MUST use these same anticipated or projected staffing figures to support the proposed estimated costs for each CPFF and each CFPP CLIN (i.e., the Cost Proposal and Technical Proposal must not contradict one another on this issue or be imbalanced). (e) Transition Plan: The offeror must address the logic and the processes proposed to transition into (phase-in) and phase-out of the contract. As a part of this discussion, the offeror should address how they will mitigate and manage the risk associated with transitioning to a new (or mostly new) work force. L.8.6 Volume 1 Part C: Past Performance Information relating to Past Experience was already provided by the offerors (in their proposal submissions responding to the Initial SIR). This information will be used again to assist the Government in it s evaluation of the relevance and quality of the Offeror s past performance as it relates to the probability of successful accomplishment of this contract s requirements. Past Performance data is also required from the offeror s cited customers (reference the Previous Contracts List Attachment J-1). For this solicitation, the past performance information will include the Previous Contracts List (Attachment J-1), the completed Past Performance Surveys from the offeror s (or proposed subcontractor s) customers, and a Past Performance Questionnaire Record for EACH customer (Attachment J-3). The offeror shall use the Previous Contracts List (Attachment J-1) to provide a listing of six contracts that are currently being performed (for more than 6 months) or that have been completed within the last three years. This must be the same Previous Contracts List that the offeror provided in their proposal submission that responded to the Initial SIR for this requirement. The Offeror shall solicit customer-provided past performance information (surveys) on these six different contracts. 145

146 The offeror is required make its best efforts to persuade the noted customers to provide customer information concerning the offeror s past performance. The offeror shall provide an EVALUATION SURVEY OF CONTRACTOR S PAST PERFORMANCE Form, Attachment J-2, to each of their customers identified in the Previous Contracts List (Attachment J-1). The offeror shall encourage each customer to complete the questionnaire and submit it directly to the Government s contracting officer. Offerors should encourage their customers to submit the completed survey electronically via to: [email protected]. A hard copy submission is not required if the customer provides an electronic copy to the Contracting Officer via . The Offeror is responsible for exerting its best efforts to ensure that their customers submit completed past performance surveys directly to the Government no later than the proposal submission due date. Offerors are cautioned that failure to demonstrate best efforts may result in an unsatisfactory rating for this component of past performance. The offeror shall use the Past Performance Questionnaire Record Form, Attachment J-3, to document best efforts follow-up with each customer listed on the Previous Contracts List (Attachment J-1) to encourage completion and timely submission of past performance questionnaires to the government Contracting Officer. The offeror shall submit as a part of its proposal, a Past Performance Questionnaire Record in the format shown in Attachment J-3, one form for each Past Performance Survey form distributed (a total of six). The Government may conduct follow up discussions and/or verifications with any of the people identified in the Past performance Questionnaire Record. The information contained in the past performance questionnaires (i.e. the survey results) shall be considered sensitive and will not be released to offerors. L.8.7 VOLUME II Cost Proposal Part A Cost Breakdown Part B Work Breakdown Structure Part C Completed Section B L Part A Cost Breakdown a. General Instructions The offeror and each team member (for a Joint Venture) and each proposed subcontractor, regardless of the amount of its proposed subcontract price, must furnish Cost Exhibits A, B, C, D, and F along with Defense Contract Audit Agency (DCAA) points of contact. It must submit one original and one copy of its Cost Proposal directly to the address listed in L.7.d. The Exhibits should be broken down and arranged by base year (and each option year) and by each CLIN in each period of performance. The FAA reserves the right to request additional data from the offeror. b. Specific Instructions 1. Direct Labor Hours and Costs 146

147 The offeror must show detail for all estimated direct labor hours and direct costs (including at the subcontractor level). If the offeror or subcontractor intends to charge the government directly for administrative functions such as contract administration, subcontract administration, and contract accounting, then it must propose direct labor hours and costs for such effort including disclosure of the proposed labor category and labor category descriptions (show experience and education requirements for each additional proposed labor category). The offeror and its subcontractors must not reflect uncompensated overtime in their proposed direct labor rates. In other words, they must base their proposed rates on a 40-hour work week. 2. Travel and Other Direct Costs The offeror must include specific estimates for travel costs for each CLIN including a basis of estimate for these estimated costs. 3. Mandatory Exhibits The offeror must prepare Cost Exhibits A through F. The proposed subcontractors must prepare Cost Exhibits A, B, C, D, and F. Sample formats appear in Attachment J-5. The exhibits are as follows: Cost Exhibit A Proposed Price by Element of Cost and Contract Year The offeror or subcontractor should include those elements of cost applicable to its own estimating and accounting systems. The offeror should identify each proposed subcontractor. The proposed prices must include the government estimates of travel and other direct costs plus any projected direct facility costs. Cost Exhibit B Proposed Direct Labor Hours, Rates, and Costs The purpose of this exhibit is to show the proposed direct labor hours, rates, and costs. The listed rates and costs must reflect salaries only and exclude any applicable indirect costs and fee. Cost Exhibit C Basis of Proposed Direct Labor Rates for Base Year The offeror and its subcontractors must indicate how they developed the proposed direct labor rates for the base year. For each SIR labor category, they must identify the company labor category (ies) or individual(s) whose rates they used as the basis of the proposed rates. If the offeror or subcontractor based a proposed rate on neither a company category average rate nor the rates of specific individuals, then it must provide a detailed explanation of the basis of its proposed rate. Cost Exhibit D Qualifications of Personnel in Offeror s Bidding Categories In this exhibit, the offeror or subcontractor must list the minimum qualifications (education, experience, etc.) for each company labor category it used in Cost Exhibit C to develop the proposed base year rates. If the offeror based a proposed rate on the salary of a specific employee, then it must list the qualifications of that employee. Cost Exhibit E Inventory of Personnel For each SIR labor category, the offeror must list the number of personnel currently available from its staff and the staff of each proposed subcontractor. It must also list the number of anticipated new hires for the contract during the base year. The information provided via this Cost Exhibit must coincide precisely and directly 147

148 with the information provided by the offeror in the Business Management Plan portion of their Technical Volume (specifically, the personnel staffing and distribution plan). Cost Exhibit F Indirect Expense Schedules For each proposed category of indirect expense (fringe benefits, overhead, G&A, etc.), the offeror or subcontractor must submit one page that lists the actual expense pools, allocation bases, and resulting rates for the last completed company accounting year and estimates for the current year and each of the two subsequent years. 4. Compensation Plan Section I incorporates by reference Clause , Evaluation of Compensation for Professional Employees (April 1996). The offeror and each subcontractor that proposes a total price in excess of $1 million must submit compensation plans. The offeror or subcontractor must, in accordance with this clause, include in Volume II a total compensation plan setting forth salaries (amounts) and fringe benefits (description) they plan to offer the professional employees who will work under this contract. The salary information must be by SIR labor category and should cover only those categories that professional personnel will fill. The FAA requires the offeror or subcontractor to list, by SIR labor category, the salaries it intends to pay its personnel. The offeror or subcontractor may express these salaries either as single amounts or as ranges. The salary amounts or ranges should be for the base year of the contract. It is not necessary to include data from compensation surveys or studies, or any other supporting information. 5. Financial Statements The offeror must include in Volume II financial statements for each of the last three completed company accounting years. These financial statements must include all notes to them. If the statements have been audited, then they must include the auditors report. It is not necessary to submit financial statements of proposed subcontractors. The following financial statements should be submitted: Balance Sheets Profit and Loss Statements (Income Statements) Statements of Cash Flow Statements of Retained Earnings 6. DCAA Point of Contact The offeror and each proposed subcontractor must list the names, addresses, and phone numbers of the DCAA offices that have responsibility for conducting audits of their firms. L Part B Work Breakdown Structure Offerors must propose a detailed Work Breakdown Structure in accordance with the FAA s WBS Version 4.1 for purposes of project/program management and tracking costs (PWS structure at level 1 and II). Vendors shall provide complete structure down to level III or IV as needed. The FAA s WBS 4.1 may be located at: 148

149 4.1&location=DB&docUID=5&contentVersionUID=3281&secNumber=0.2&secTitle=INTRODUCTI ON%20&parentTitle= L Part C Completed Section B Offerors must include a completed Section B in their cost proposal. L.8.8 Web Access to Electronic Library of Documents: Specific resources documents are provided at the below listed website developed exclusively for this solicitation which may be used to view and locate and download required reference materials electronically. This website hosts all relevant exhibits, attachments, documents, links, with the exception of sensitive information for which a secure procedure has been developed and put in place to obtain those relevant documents by following the instructions under Sensitive Documents at: itrfp/ This website is a hidden FAA website that will be known only to the six down selects. This web link will be dissolved 60 days after RFP issuance. Documents located at this site are all available to the General Public with the exception of those marked Sensitive Documents In order to obtain authorized access to the Sensitive document category each vendor s representative or employee shall fill out the mandatory Non-Disclosure Agreement (NDA) that will be provided as a fellable PDF form provided at that link. Applicants will fill out the NDA, and by submitting the NDA form electronically along with the 18 USC certification to 1) Mr. Gerald Carter, ATO Program Management at [email protected] and 2) as an alternate (backup) to Mr. Robert Knauer, ATO program consultant at [email protected] will be provided an ID and PW for entry. Upon receipt of the properly signed NDA form and acknowledge in the respondents , vendor personnel will be ed back the ID and PW required obtaining entry into the Sensitive Document Category. 149

150 Section M EVALUATION FACTORS FOR AWARD M.1 BASIS FOR CONTRACT AWARD This source selection is conducted in accordance with the FAA Acquisition Management System. Award will be made to the responsible offeror whose proposal is determined to represent the best value to the government, after consideration of the technical proposal with the evaluated price/cost. The FAA intends to select one prime contractor or Joint Venture to receive contract award for this requirement. In determining which offeror s proposal offers the greatest value or advantage to the Government, overall technical rating is significantly more important than price or cost; but as evaluated costs/prices draw closer, technical will become relatively more important and as technical scores draw closer, the evaluated cost/price will become relatively more important. M.2 AWARD SELECTION The best value is defined as the offer that is most advantageous to the FAA, based on the evaluation of 1) Technical Performance Plan elements, 2) Business Management Plan elements 3) Past Performance, and 4) Cost and Price The best value approach provides the opportunity for technical cost/price trade-offs and does not require that award be made to either the Offeror submitting the highest rated proposal or the Offeror submitting the lowest cost/price, although the ultimate award may be to either one of those Offerors. The FAA reserves the right to conduct successive price negotiations, and this may be by way of requesting final offers. In evaluating the proposals, the Government may conduct written or oral communications with any and/or all offerors, and may reduce the number of firms participating in the competition to only those Offerors most likely to receive award through the establishment of a competitive range. Additionally, the FAA reserves the right to conduct discussions and negotiations with any individual competing Offeror, with all competing Offerors or with a subset thereof as the situation warrants. Discussion with one or more offerors does not require discussions with all offerors. If at any point during the evaluation of proposals, should the FAA conclude the Offeror does not have a reasonable chance of receiving an award, then the FAA may eliminate the Offeror from further consideration for award. Any Offeror eliminated from further consideration will be officially notified in writing. M.3 EVALUATION FACTORS Proposals must include two volumes. Volume 1 includes Part A: Technical Performance Plan; Part B: Business Management Plan; and Part C: Past Performance Submission. Volume 2 must contain Cost/Price data which will be included in a separate binder, but will not be given a specific score. However, it will be carefully considered in performing an integrated assessment of the proposals leading to selection of the Best Value proposal. Also, the work breakdown structure which shall be provided will be considered in relation to the submitted cost/pricing information provided. 150

151 Volume 1, Part A, referred to as the Technical Performance Plan contains four (4) sub-factors to be evaluated as follows (note that Section L provides more detail relative to proposal submission requirements for each area cited below): (a) Proposed technical and operational approach: This portion of the written proposal must address how the offeror plans to meet the requirements of the PWS and address the Sample Technical Scenario. (b) Service level agreement performance plan: This portion of the written proposal must identify the specific metrics that the contractor will use to measure performance relative to PWS Sections 5.1 through The metrics must be identified in this section of the proposal as well as the means for measuring and evaluating the contractor s performance against these metrics. (c) Oral Presentation of sample technical scenario, and (d) Oral Presentation of Sample Problem 2 (which will not be disclosed until the time of the oral presentation). Part A of the offerors Volume 1 proposal will be evaluated to ascertain and judge the likelihood of whether and how well the offeoror could/would meet and/or exceed the contractual requirements addressed above. Volume 1, Part B: Business Management Plan is divided into the following sub-factors which will be evaluated and scored, including: (a) Certification Attainment Plan. The contractor shall address and will be evaluated on the contractor s plan and approach to achieving full certification for both ISO and HDI certification within 12 months of contract operations. (b) Sub-Contracting/Teaming Management Plan. The contractor shall address and will be evaluated on the offeror s teaming or subcontract management arrangements. The offeror must clearly indicate how the Prime contractor will manage, administer and arrange for all contract work to be accomplished with no degradation in work quality at FAA with total flow-down responsibility to teaming partners and subcontractors. (c) Organizational Planning: The contractor shall address the following planning issues that will organizationally support the FAA ATO IT needs. Qualifications of Key Personnel: Contractor shall address and be evaluated regarding the experience and qualifications of proposed Key Personnel and include resumes for each proposed key person and letters of commitment from each proposed key person. Recruitment/Retention/Replacement and Training: Contractor shall address and be evaluated on the recruitment, retention, replacement and training plan that shall be used by the contractor during all performance periods, and should demonstrate how it will maintain personnel at minimum levels nationwide for all contract tasking and ensure that vacancies are immediately replaced with no degradation in contract service and reflect a useful training for all prime, sub-contract and teaming partner employees that fulfill critical training needed for the appropriate job categories required in this contract. Personnel Labor Distribution (Staffing) Plan (PSLDP) and Chart: Offerors must address and will be evaluated on their proposed nationwide plan for staffing and distribution of prime, sub-contractor or teaming partner personnel that will be used to provide the FAA with technical capability, subject matter experts and regular labor categories of personnel to provide adequate levels of service at all 880 sites and all six Customer Service Areas. Staffing and distribution of personnel must 151

152 ensure quality services per the contract requirements to meet the proposed SLA minimum performance criteria. The PSLDP must demonstrate how it will meet or exceed ATO National Support Contract Minimum Labor Category Qualifications and explain and detail the extent to which travel will be required to meet staffing and performance requirements. The contractor must develop and provide a Chart that displays and provides detail as to the number and categories of personnel that will be staffed at all service sites including contractor program management points of contact. (d) Transition/Phase-in Phase-out Plan. The contractor shall address and be evaluated on the logic and the processes proposed to transition into (phase-in) and phase-out of the contract. As a part of the evaluation of the Transition Plan, the FAA will assess how well the offeror has addressed managing the transition(s) to ensure a seamless transition between the current service provider(s) and the new. Part B of the offerors Volume 1 proposal (other than the Key Personnel Resumes) will be evaluated to ascertain and judge the likelihood of whether and how well the offeror could/would meet and/or exceed the contractual requirements addressed above. With respect to the submitted Key Personnel resumes, the government will review the resumes to ascertain and judge the extent to which the resumes show that the proposed key personnel meet or exceed the contractually specified education and experience requirements for the respective position for which they are proposed. Volume 1, Part C: Past Performance Submission. Past Performance is the third and final Factor being considered as part of the technical evaluation. The Offeror s past performance submission shall consist of: (a) A completed Previous Contract List (that exactly matches the Previous Contracts List that had been submitted during the Initial SIR process); (b) Completed Past Performance Surveys submitted directly from the offeror s customers (and the offeror s proposed subcontractor s customers as appropriate); and (c) A completed Past Performance Questionnaire Record form for EACH customer from whom the offeror has requested completed Past Performance Surveys be submitted to the FAA. Each offeror provided a Previous Contracts List as part of their submission in response to the initial SIR (citing six contracts and customer points of contact for each contract). Offerors are required to submit, as part of their SIR-2 proposal submission, the exact same (previously submitted) Previous Contracts List. Offerors must make their best efforts to persuade the six cited customers (cited on the Previous Contracts List) to complete and submit Past Performance Surveys directly to the FAA Contracting Officer. In addition to the completed Past Performance Surveys, the government reserves the right to contact each customer to obtain information (i.e., more past performance information from that customer on how well the offeror, or offeror s proposed subcontractor, performed services for the noted customer). The government already reviewed the information provided by each offeror in their Past Performance/Experience Narrative (submitted as part of the offeror s response to the Initial SIR) to determine how in-depth and relevant the cited experience is to the requirement at hand (as depicted in the PWS). 152

153 The results of the evaluation performed on the offerors submission in response to the initial SIR will be used in the evaluation of the Past Performance Surveys submitted by the offerors customers (required per this solicitation). The results of the government evaluation of the offerors submission to the initial SIR will be used to appropriately weight the Past Performance Survey data submitted by the offerors cited customers. Based on the evaluation of the offerors original submission, each offerors overall past experience has been found to qualify as either Acceptable, Marginally Acceptable or Unsatisfactory. Non-Responsive or Unsatisfactory: the offeror s narrative descriptions provided with their SIR-1 response reflected that the services provided were, in general, for programs of much smaller size and/or much less complexity than the FAA s current requirement as described in the Performance Work Statement or reflected less than 1 year of experience performing the services. Marginally Acceptable: the offeror s narrative descriptions provided with their SIR-1 response reflected that the services provided were, in general, for programs of a smaller size and less complexity than the FAA s current requirement as described in the Performance Work Statement or reflected more than 1 year but less than 2 years of experience performing the services. Acceptable: The offeror s narrative descriptions provided with their SIR-1 response reflected that the services provided were, in general, for programs of a similar size and complexity as the FAA s current requirement as described in the Performance Work Statement and generally reflected at least 2 years of experience in performing the noted services. For those offerors whose past experience was evaluated as Acceptable the FAA will factor in 100% of the Past Performance Questionnaire Form scores/ratings (from that offeror s customers). For those offerors whose past experience was evaluated as Marginally Acceptable the FAA will factor in only 90% of the Past performance Questionnaire Form scores/ratings (from that offeror s customers). For those offerors whose past experience was evaluated as Unsatisfactory the FAA will factor in only 80% of the Past Performance Questionnaire Form scores/ratings (from that offeror s customers). VOLUME 2, Cost/Price Proposal (not scored) subdivided into: Fully Completed Section B Detailed Cost Breakdown Work Breakdown Structure: Assess the offeror s proposed work breakdown structure to ascertain whether the structure provides adequate and appropriate granularity to support cost accumulation and reporting for the services Cost Realism Analysis: An assessment of the likelihood that the offeror can perform all of the proposed services within the estimated cost and fee structure proposed by the offeror. Risk Assessment of CPAF CLINs to evaluate the award fee versus the proposed base fee to ascertain how much risk the contractor is willing to assume in relation to tying fee payout to performance. 153

154 M.4 RELATIVE ORDER OF IMPORTANCE OF EVALUATION FACTORS AND SUBFACTORS There are three (3) primary Factors being evaluated. They are FACTOR 1 (Technical Performance Plan), FACTOR 2 (Business Management Plan), FACTOR 3 (Past Performance), with Cost/Price being a non-scored factor. The relative importance of each of these Factors is as follows: - Factor 1, Technical Performance Plan: 45% - Factor 2, Business Management Plan: 40% - Factor 3, Past Performance: 15% Within Factor 1, there are 4 separate subfactors as shown below (relative weighting shown for each): - Technical and Operational Approach: 30% - Service Level Agreement (SLA): 25% - Sample Problem 1 Oral Presentation: 15% - Sample Problem 2 Oral Presentation: 30% Within Factor 2, there are 4 separate subfactors as shown below (relative weighting shown for each): - Certification Attainment Plan: 10% - Subcontracting/Teaming Management Plan: 15% - Organizational Planning: 40% - Transition Phase-In Phase-Out Plan: 35% The Organizational Planning subfactor is subdivided into three areas as follows (relative weighting to each other as shown below): - Qualifications of Key Personnel: 30% - Recruitment/Retention/Replacement & Training Plan: 20% - Personnel Labor Distribution Plan: 50% M.5 EVALUATION OF COST PROPOSAL: The cost proposal will be evaluated on its completeness, overall reasonableness, realism and balance. Cost/price will not be given a specific score and/or weight, but will be closely considered in performing an integrated assessment of the proposals leading to the selection of the best value offeror. The cost evaluation will include (but not be limited to): Completeness Evaluation: To be complete, the offeror must provide all the cost/pricing data that is necessary to adequately evaluate the proposal. The FAA will assess the extent to which the cost/price proposal and work breakdown structure complies with the content and format requirements set forth in the solicitation. Cost Realism and Balance Assessment: Realism is evaluated by assessing the compatibility of proposed costs with the proposal score and effort. Cost realism analysis seeks to ensure that proposed costs are consistent with the Performance Work Statement (PWS) work requirements and 154

155 the proposed level of effort and excellence. If the offeror s proposed cost/price is evaluated as unrealistically low or high, compared to anticipated costs of performance, it may be interpreted by the FAA as having an inherent lack of understanding of requirements and may adversely affect the offeror s evaluation rating, and potential to be awarded the contract. For evaluation of Cost Realism, the FAA will also compare the relative proposed cost and fee of the proposal (as per the Cost Template-Attachment J-1), by individual CLIN in each respective proposal. With respect to cost realism, the FAA would not want to find itself in the position of having a contractor that is unable to provide the specified services at the contractually specified cost/fee. Apparently unrealistically low estimated costs may be considered a risk. The cost balance analysis will review the costs within the proposal and measure whether they are front or rear loaded or are not adequate in the out years to provide continuity of service. This analysis is intended to identify relatively low estimated costs or fee in the base period and ballooning estimated costs or fee in the out years and vice versa as well as identifying any unusual disparity of prices between CLIN s. The FAA reserves the right to evaluate apparently unbalanced proposals as a cost risk. WBS: The Work Breakdown Structure shall address and be evaluated to determine if there is compatibility with the PWS and costing proposed and to assess whether or not adequate granularity is provided to allow for tracking, reporting, and segregation of all costs. Risk Assessment of CPAF CLINs: In this portion of the evaluation, the FAA will analyze the offeror's proposed base fee versus award fee to determine how much risk the offeror is willing to assume for the CPAF CLINs. The lower the proposed base fee (as compared with proposed award fee) the more risk the offeror/contractor will be assuming and the award fee will become relatively more important and more of a leverage to provide incentive for an excellent level of performance. From the Government's perspective, the more risk assumed by the contractor in this regard the better. The FAA prefers a base fee of zero as this would represent the most significant performance incentive on the contractor. M.6 Responsibility Determination An Offeror must be determined responsible by the Contracting Officer in order to receive contract award. To be determined responsible, the Offeror must satisfy the standards listed in AMS Section