Department of the Interior _DOI_ ATTACHMENT 04 Managed Desktop by hedongchenchen

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									             DEPARTMENT OF INTERIOR – NATIONAL BUSINESS CENTER
                         SOLICITATION D11PS40135




 Department of the Interior (DOI)



       ATTACHMENT 04

Managed Desktop Support Services

             Project

        Statement of Work

  For Desktop Operations Support

         Supporting DOI




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Contents
  1.1    Current Desktop Support Environment......................................................................................................5
      1.1.1         Service Locations ................................................................................................................................5
      1.1.2         Tier 1 IT Customer Support Center (CSC) ...........................................................................................6
   1.2       Exclusions and special provisions ...............................................................................................................6
   1.3       Terminology and Related-Requirements ...................................................................................................7
            On-Site Technical Support Management ...................................................................................................7
            Remote Desktop .........................................................................................................................................7
            Service Request and Trouble Ticket Management .....................................................................................7
            Requests for Service [Exceptions to Standard Services] ............................................................................7
            Core Software Image Build and Deployment Services ...............................................................................8
            Mode-Specific Software Image Build and Deployment Services................................................................8
            Installs, Moves, Adds, Changes (IMAC) ......................................................................................................8
2.0       Target Service Environment ...........................................................................................................................9
   Key, High-Level Service Objectives .........................................................................................................................9
   2.1       Functional Requirements -- End-user ...................................................................................................... 10
   2.2       DOI Benchmark Reviews.......................................................................................................................... 11
   2.3       Hardware Provisioning ............................................................................................................................ 11
   2.4       Special Support Services .......................................................................................................................... 12
   2.5       Desktop Virtualization ............................................................................................................................. 12
3.0       Desktop Support Program Management .................................................................................................... 14
   3.1       Personnel Management .......................................................................................................................... 14
   3.2       Systems Security Management ............................................................................................................... 15
      3.2.1         Security Requirements .................................................................................................................... 15
   3.3       Information Handling and Disposition .................................................................................................... 16
      3.3.1         Requirements .................................................................................................................................. 16
   3.4       Seat Management ................................................................................................................................... 17
      3.4.1         Deliverables: .................................................................................................................................... 17
   3.5       Configuration Management .................................................................................................................... 18
      3.5.1         Requirements .................................................................................................................................. 18

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  3.6        Asset Management.................................................................................................................................. 19
      3.6.1          Deliverables ..................................................................................................................................... 20
  3.7        Program Auditing/Reporting and Related Deliverables .................................................................... 20
      3.7.1          Weekly Program Status Reports ................................................................................................... 20
      3.7.2          Budget Reports............................................................................................................................... 20
  3.7 ........................................................................................................................................................................ 20
  3.8        Roles and Responsibilities ....................................................................................................................... 20
4.0      Service Level Requirements ........................................................................................................................ 24
  4.1        Common Service Level Requirements ..................................................................................................... 24
5.0      Reports ........................................................................................................................................................ 32
  5.1        Management Reporting .......................................................................................................................... 32
  5.2        Special Reporting and Documentation.................................................................................................... 32
6.0      Contract Details ........................................................................................................................................... 35
  6.1        PLACE OF PERFORMANCE ....................................................................................................................... 35
  6.2        PERIOD OF PERFORMANCE ..................................................................................................................... 35
  6.3        PLACE OF DELIVERY ................................................................................................................................. 35
  6.4        INVOICING ............................................................................................................................................... 35
  6.5        HOURS OF OPERATIONS .......................................................................................................................... 36
  6.6        GOVERNMENT FURNISHED EQUIPMENT (GFE) AND SPACE (ON-SITE) ................................................... 36
  6.7        SECURITY REQUIREMENTS ...................................................................................................................... 36
  6.8        IDENTIFICATION/BUILDING PASS ............................................................................................................ 37
  6.9        SAFEGUARDING OF INFORMATION......................................................................................................... 37




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Introduction/Overview

The U.S. Department of the Interior (DOI) requires the establishment of a robust and mature managed desktop
computer operations/technical support program to provide the services required to maintain the desktop-
related business operations conducted by DOI and its customers. This Statement of Work (SOW) defines the
DOI’s requirements for the managed services program supporting the DOI enterprise desktop production
environment, completing system enhancements and upgrades that are currently underway, and migrating to a
management support model for all Tier 2 and Tier 3 desktop support operations covering all aspects of the
following:

        Program/Seat Management
        Operations & Administration Services (day-to-day activities for add/move/change and break/fix)
        Virtualized Desktop Support

                                      Desktop Support Program Management
The roles and responsibilities of the contractor for (for Tier 2 and 3onsite and remote support) shall include the
following:

    a. The use of standard processes, best practices and methodologies, and any supporting toolkits and
       technology necessary to create end-to-end management around “end-user” desktops.
    b. The implementation of asset management lifecycle processes to oversee the provisioning, configuration,
       support, maintenance, upgrade, refresh and end-of-life for hardware and software; regardless of
       ownership. These processes should be tracked, monitored and reported by integrating with DOI’s
       reporting processes.
    c. The implementation of practices aimed at greatly reducing the overall cost of operations through
       standardization and integrated support of the end-user in a multi-sourced environment.

For the purpose of this SOW, the term Desktop Management is used as both a pricing model and as a
management concept. As a pricing mechanism, DOI requires a bundled set of activities that are priced per user
(or “seat”) and fluctuate with the number of provisioned customers and workstations on a month to month
basis. DOI also requires the establishment of industry best practice delivery of all user-facing services, based on
solutions that comply with DOI architecture and security standards. The Contractor shall be responsible the full
provisioning, engineering, operations and administration of current and emerging environment, including (but
not limited to):
    a.   Integration with existing Tier 1 Service Desk (including Tier 2, and Tier 3call support and escalation)
    b.   Configuration Management
    c.   Asset Management
    d.   Operations & Administration Services (day-to-day activities for add/move/change and break/fix)
    e.   Virtualized Desktop Support
    f.   Scalability and Flexibility of contractors model



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    g. Transition activities from current desktop support to new managed services, with an eventual migration
       to virtualized environment

By establishing a robust desktop management environment, the DOI expects to achieve effective systemic
support across all end-user services. This work described in this SOW is intended to ensure that strong and
effective program management practices are fully integrated with cutting-edge IT skills and technologies to
provide efficient, measurable, and consistent desktop support for all of DOI and their customers.

The specific Desktop Computing Services include:

    1.   Overall Program Management and Personnel Supervision
    2.   Software Build and Deployment Services (Image Management)
    3.   Software Library
    4.   IMAC
    5.   Patching and Security Updates
    6.   On-Site Support (optional) - The Government does not currently have on site staff at all locations. The
         contractor should propose on site staff based on their understanding of the requirements and
         evaluation of the field locations. At the present time, the Government has onsite staff in DC, VA, CO, ID,
         and AK. All other locations where desktop support is required, are addressed through remote control
         tools and on site program liaison staff who may be required to assist. This relates to the Desktop
         Services task.

    7. Carry-in Maintenance and Exchange at a Contractor facility (i.e., non-DOI location) (optional)

1.1      Current Desktop Support Environment
The DOI’s desktop hardware resources includes network and non-network (i.e., standalone or isolated network
machines), PC systems (e.g., End-user, tower, workstation, laptop, and mobile computing devices), and
peripheral devices (e.g, printers, compact disc [CD] jukeboxes, media libraries, un-interruptible power supplies
[UPS], etc.).

Supported software includes desktop operating systems, office automation applications, software suites, and
utilities that provide functionality to the above-mentioned hardware resources. Software management also
includes maintaining a test environment, providing testing services for software and patches, image builds and
management, and logistical support for DOI’s compliance with software licensing.

      1.1.1     Service Locations
DOI desktop users are located at DOI facilities throughout the United States, Alaska, and US Territories,
including:
    a. Washington, DC metro area (including: Reston & Herndon, Virginia) ,
    b. Denver, Colorado, Anchorage, AK, Boise, ID, Phoenix, AZ, Atlanta, GA, Sacramento, CA, Sierra Vista, AZ,
       Boston, MA, and Philadelphia, PA;


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    c. Telecommuters, i.e., office-based workers who work from home on a periodic basis; and
    d. Remote workers, i.e., non-office-based workers who may work from home or may be mobile at remote
       locations.
    e. Other of DOI desktop services include the Armed Forces Retirement Home (AFRH) located in
       Washington, DC and their future location in Gulf Port, MS.
    f.   Additional offices/CONUS locations may be added during the contract, and will need to be included.

      1.1.2     Tier 1 IT Customer Support Center (CSC)
As the first point of contact for the user community will be a Tier 1 CSC providing centralized service desk
information and support management service to handle IT-related queries and incidents including IT processes,
policies, systems, services and use. Services provided by the CSC include hardware and software support, the
logging, monitoring and reporting of user requests and incidents, dispatch of Tier 2 service technicians or parts,
training coordination, user-community communications and other IT-related issues. The CSC supports all IT
services, and includes but is not necessarily limited to serving as a Single Point of Contact for all receipt, logging,
tracking, resolution and reporting of Trouble Tickets and Service Requests for all DOI supported environments
through all approved channels; voice/phone, e-mail/form, web, chat, or fax.

The Tier 1 CSC is excluded from the mandatory deliverables of this requirement; however, the contractor must
ensure that all processes and procedures for Tier 2 and Tier 3 End-User support are integrated with the Service
Desk’s processes and procedures. Provision of the Tier 1 Service Desk is being requested as an Optional Task in
this contract. The Government wishes to obtain optional pricing for services outlined in section 5.0 which may
be exercised within 60 days of days advance notice to the contractor.

Currently, the in-scope Tier 1 contact center is comprised of two main Customer Support Centers (CSC)
managed by DOI’s National Business Center, Information Technology Directorate, providing support for various
DOI customers. The current CSCs are located in Herndon, VA and Denver, CO. E The oversight and locations of
the current contact centers may change in the future to meet DOI’s organizational requirements and the
addition/deletion of supported customers.

1.2      Exclusions and special provisions
   Decisions on Technical Architecture and Business Architecture will be the responsibility of the DOI.
   Personal storage capability is the basic IT resource necessary to meet the user requirement for storing
    private, unshared information, in various formats on local and remote systems, by providing products and
    services in either a standalone, shared or networked environment. This is to be set by DOI policy and
    requires the contractor to meet capacity planning, allocated storage needs, and actual storage used— over
    the baseline requirements.
   Shared storage capability is the basic IT resource necessary to meet the user requirement for storing shared
    information in various formats on local and remote systems, to include data residing in a centralized



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    repository, by providing products and services in either a standalone, shared or networked environment and
    is the responsibility of the Midrange and Application Hosting Services.
   Personal productivity and office applications capability, policies (including e mail) are retained by DOI.
   Software versions are to be kept within version level approved by CCB and approved for production or as
    scheduled for release.
   Intranet capability is the basic IT resource necessary to meet the user requirement for access to “enterprise”
    data network and for overall network security. Security Policy and Internet access Policy will be retained
    unto DOI and subject to Federal Policy.


1.3      Terminology and Related-Requirements
                        On-Site Technical Support Management
       On-Site Technical Support Services are the activities associated with the provision, dispatch and
        management of Tier 2 and 3 Incident Resolution Services (e.g., on-site troubleshooting, diagnosis and
        Resolution of Incidents for devices or servers).

                        Remote Desktop
       Remote Desktop Services are the activities associated with managing users’ devices and software
        remotely and controlling devices and software over the Network. This includes maintaining and
        troubleshooting the user’s operating system and supported End-user applications electronically to
        minimize the need to dispatch technical personnel, and needs to operate over all types of connections
        (e.g. dial-up).

                        Service Request and Trouble Ticket Management
       Service Request Management Services are the activities associated with end-to-end Incident
        management processes including escalation to Tier 2 and Tier 3 support specialists through a defined
        process, including Contractor’s primary resources, third parties hardware and software suppliers (and
        other third-party contractors), as well as DOI’s internal technical support resources.

                        Requests for Service [Exceptions to Standard Services]
       Requests for Service (RFS) are the activities associated with fulfilling End-User requests for products or
        services that are outside of standards and routine services provided by the contract or offered on the
        Service and Product catalog. RFS must be within Scope and within DOI policies, such as unique software,
        temporary connections, or international calling access.

    DOI requires that the contractor will develop, implement, and maintain an RFS log and exception request
    process and perform the activities required to collect the request, analyze, recommend, and process the
    request to fulfillment or denial and advise the originator of the status. In addition, this Request for Service



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    process should take into consideration the workflow rules already defined by DOI policy. Upon approval,
    Contractor will take the necessary action to implement the request.

                        Core Software Image Build and Deployment Services
       Core Software Image Build and Deployment Services are the activities associated with building and
        deploying Core Software Images. Core Software is defined as the suite of software programs used to
        build a DOI-defined standard image for a supported device (e.g., OS software, office productivity and
        messaging software, security tools, and remote connectivity software). Although DOI has endeavored
        to standardize, due to previously decentralized program management, standardization has been
        difficult. It is expected that the contractor will analyze the current images and processes and make and
        implement recommendations for standardizing to the highest degree feasible and managable.

                        Mode-Specific Software Image Build and Deployment Services
       Application Software Image Build and Deployment Services are the activities associated with building
        and deploying Application Software. Application Software is defined as any non-core Software package
        (e.g., DOI COTS and custom-developed applications).

                        Installs, Moves, Adds, Changes (IMAC)
       Installs, Moves, Adds, Changes (IMACs) Services are the activities associated with managing all the
        requests for modification to the Services environment. IMAC requests will be coordinated through the
        DOI Service Desk where obligations include gathering the business requirements, providing
        authorization, logging the request, and facilitating fulfillment. All authorized IMAC requests are passed
        automatically to the appropriate Tier 2 or Tier 3 support team depending upon the location and the
        product or Service being requested.

DOI requires that when the Contractor is performing IMAC-related duties, the contractor shall: (i) obtain the
requisite approvals from the relevant DOI stakeholders, (2) contact the End User and scheduling an appropriate,
agreed time for the work to take place, (2i) verify completion of IMACs, and (iv) contact the End-User to confirm
satisfaction. Typically, Tier 1 will determine if an IMAC or RFS is approved/authorized prior to assigning to Tier 2.
Should there be ambiguity regarding a specific request, the Chief, Desktop & Peripherals Support shall make the
determination. Additional clarification has been added to Attachment 4. Examples include adding, moving, and
reconfiguring desktop devices located within eligible customer facilities. DOI reserves the right to provide
Federal labor necessary to for IMACs move a hardware asset in cases where there is no contractor technician
assigned to a site (i.e., remote locations) and no physical or logical access controls are required. For example,
DOI may opt to have DOI staff move a desktop and related peripherals from one cube to another in a 20-person
division office rather than incur travel charge.




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2.0 Target Service Environment
This contract is being established as part of the DOI’s efforts to establish a highly effective and efficient, user-
centric Information Technology (IT) support program. The general characteristics of this program include the
following (for specific requirements covered under this contract, see sections 3, 4, 5, and 6 below)

 Key, High-Level Service Objectives
Listed below are the major characteristics of the service environment the DOI intends to implement. The
objectives in 2.0 are provided to the Contractor as background information to increase awareness of DOI’s
strategic direction. The subsequent requirements for the Contractor follow in 2.1.”
Provide IT Services with features and functions that meet End-User needs and meet DOI business requirements
1. Be responsive to end-user needs on an ongoing basis through:
     a. Implement an effective integration of CSC/User Support Levels (including Tier 1, 2, and 3support).
     b. Establish an effective Customer Relationship Management process that provides liaison functions
         between contractors and DOI government representatives at the DOI and Operating Administration
         levels.
2. Implement and document standardized processes and procedures to support end-users that aligns to DOI
   business requirements, architecture standards, security requirements, and relevant Service Level
   Agreements (SLA).
3. Provide IT Services aligned with an IT Service (ITIL or similar) framework and methodology , including:
     a. Actively plan to mitigate end-user service interruptions or outages;
     b. Show infrastructure transparency through monitoring, reporting and workstation access/visibility
     c. Establish a high degree of coordination and communication across service verticals, vendors, and the
         user community.
4. Achieve IT Support Program Operational Maturity through:
     a. Integration across all DOI components to support end-to-end tracking and management of services.
     b. Implementation of quality assurance and continuous improvement programs across all IT service
        management.
     c. Increasing IT program situational awareness in order to actively identify and reduce risks.
     d. Planned flexibility and accommodation for workstation support count fluctuation.
     e. Support for DOI’s IT governance and planning processes and methods including IT strategic planning,
        enterprise architecture, capital planning, IT security, program management, and workforce
        management.
5. Establish Total Cost of Ownership (TCO) for appropriate IT assets through:
     a. Bundled “Lifecycle” TCO costs, including support.
     b. Transparency into costs and cost drivers.
     c. Accuracy in asset accounting and billing.
6. Increase Value of IT to the organization as demonstrated through:
           a. Payments linked to Contractor performance
           b. High Stakeholder and End-User Satisfaction
           c. Strong support of all shifts and locations with Tier 2 and Tier 3 resolution

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7. Establish and achieve specific IT support program-related SLAs (such as those described below in this SOW).
8. Ensure that services are aligned with DOI’s Strategic IT Plans and the current and target architecture at the
   enterprise, segment, and solution levels.
9. Promote new service offerings to end users outside the current service environment such as system
   virtualization, remote support, and other industry best technologies and practices.

2.1      Functional Requirements -- End-user
The Contractor’s solution must address the following requirements:
1. Support Desktop device provisioning and provide support required by End-Users
2. Support workstation devices, including locally attached computers, laptop computers, tablet PCs, monitors,
   docking stations, printers, scanners, network-attached copiers, CD/DVD burners, multi-functional devices
   (printer/scanner/fax), government owned USB devices, Blackberry handheld devices, other mobile devices,
   Air Cards, and other approved devices in the product catalog.
3. Support network-attached servers supporting multi-function printers (printers/copiers/scanners
4. Support Desktop Productivity Software Services including the IT resources necessary to support DOI-certified
   standard business productivity software. Included are personal productivity and office applications services
   (in accordance with DOI policies), and other basic IT resources necessary to install and configure to meet the
   End-User requirement for performing typical office and business functions using commercial-off-the-shelf
   developed applications and office suites.
5. Performing physical inventory and property tracking “wall-to-wall inventory” on a bi-annual basis which shall
   include:
            a. Inventorying all system assets (both on and off the network)
            b. Capturing warranty dates captured from time of procurement, which will be used to determine
               hardware support costs for the asset
            c. Validation and adjudication of inventory
            d. Explanations / root cause analysis on if and why 100% of the physical inventory cannot be
               performed

The high level objectives of this effort are acquire desktop support managed services to ensure that DOI is
meeting service performance objectives in the most efficient and centralized support model as possible, and
only having personnel in field locations if it supports the efficient, centralized support model. Desktop managed
services should incorporate best practices, an end-to-end business process, overseen by the Government, and
executed by the contractor.

Benefits DOI expects to achieve from implementing a Desktop Support managed services contract include:

       Reduce costs – the goal is to significantly lower the cost of maintaining desktop systems and
        applications, and eventually eliminate “hidden” cost



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      Optimize system availability – proactive management using proven tools and techniques is optimizing
       IT performance and minimizing downtime
      Increase productivity – faster problem resolution is minimizing business disruption and enabling users
       to continue working more efficiently and effectively
      Access specialist resources – enabling DOI to access to comprehensive range of business, technical and
       commercial expertise available on an ‘as needs’ basis
      Budget accurately – costs are transparent and predictable over the contract life
      Simplify supplier management – a single point of contact for all service management issues reduces
       management time and overhead costs
      Focus on the core business – staff can concentrate on future requirements and higher value activities,
       rather than the underlying support processes.

2.2    DOI Benchmark Reviews
The government reserves the right to conduct benchmark reviews through a third party to compare contractor
performance and cost against industry standards and best practices. The benchmark results may be used to
negotiate changes to service performance requirements and associated costs.

2.3    Hardware Provisioning
All computer hardware and software shall be acquired by the Government. The government will determine the
best strategy for acquiring hardware based on total cost and availability of product to meet refreshment
schedules. IT hardware shall be procured from a manufacturer with recognized quality based on industry
research and on the DOI approved schedule when applicable. The government will provide hardware to the
contractor to meet replacement and refreshment performance metrics. In the event it is not furnished in a
timely fashion the contractor will not be accountable for the impacted performance metrics associated with the
affected users or seats.




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2.4      Special Support Services

  Category                              Description                                          Expected Useful Life

                  This category encompasses all PC and desktop and laptop systems and
Desktop           includes the CPU and monitor as a single combined unit. The industry
                                                                                                   3 - 4 years
Hardware          standard now projects a 3 year useful life for PCs -- see attached notes
                  from Gartner Group on the total cost of PC ownership.


                  These two categories are distinctly different in function but are
Network           grouped together here based on a similar expected life cycle. Network
Hardware and      hardware includes repeaters, routers, switches and other
                                                                                                   5 - 7 years
Desktop           communication devices that are used to connect desktop systems to
Peripherals       the network. Desktop peripherals include: printers, scanners and other
                  media equipment such as CD-ROMS or DVD Drives.

Cable Plant and   The copper and fiber optic wires that connect our data stations to
Physical          together and comprise our campus network infrastructure are the                 10 - 15 years
Infrastructure    components identified in this last category.

The contractor must also be prepared for special desktop-related support circumstances associated with the
following:
1. VIP support for designated DOI Executives/VIPs, including faster response and resolution times as well as
   escalation to more highly skilled technicians.
2. DOI Periodic events (e.g., annual all-hands meetings or trade/industry events held in supported DOI
   facilities).


2.5     Desktop Virtualization
DOI is currently completing a desktop virtualization pilot to determine the architecture, hardware and software
of an enterprise wide virtual desktop environment that will be offered to potential clients as a service. The
solution evaluation should take into consideration the current environment at the DOI, and the cost, benefit,
design, security, and architecture proposed to develop a complete solution for the DOI.

After the completion of the pilot, the contractor will be provided with the pilot results and associated data DOI.
Based on this information, the contractor will:

       Recommend technical options for providing desktop virtualization as a service for the DOI, as well as
        potential clients from the DOI and other federal agencies.
       Propose a strategy and project plan for the implementation of virtualized desktop services to the DOI
        and other potential clients.


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      Support for the implementation and operations and maintenance of the desktop virtualized
       environment including support for other government and external clients.

* Note: all alterations to contract requirements and/or costs shall be reviewed and formally approved by the
Contracting Officer prior to implementation.




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3.0 Desktop Support Program Management
The contractor will work closely with the Government management team to establish and maintain a desktop
support program which fully incorporates industry best practices and methodologies, implements and/or
develops effective supporting toolkits, utilities, and appropriate technologies in creating a robust end-user
desktop management program.

3.1       Personnel Management
The contractor shall provide appropriately skilled staff to meet the Desktop Support roles and responsibilities
and service levels set forth in this SOW. Technical personnel will hold and maintain appropriate IT industry
certifications such as:

         CompTIA A+, Network +, or Security+
         Microsoft Certified Desktop Support Technician (MCDST)
         Microsoft Certified Technology Specialist (MCTS)
         Microsoft Certified IT Professional (MCITP)
         Help Desk Institute (HDI)
         Microsoft Certified Systems Administrator (MCSA)
         Microsoft Certified Systems Engineer (MCSE)
         BlackBerry Certified Support Specialist
         Information Technology Infrastructure Library (ITIL)
          Messaging services to include:
             o Full Microsoft Exchange/Outlook
             o Hybrid Microsoft Exchange/Outlook with Domino/Notes
             o Lotus Notes Domino 8.x
             o Completely alternative environment for operating system, productivity software, and email;
                 including Google Mail as a service.

Further, the contractor is required to provide staff who are experienced and capabile of executing desktop
support responsibilities following processes that are ISO certified, specifically the ISO 27000 family of standards
on Information Security Management System (ISMS).

      3.1.1      Requirements
          A. The contractor shall ensure all personnel have the appropriate skills, experience, and certification to
             be able to perform current and planned operations and administrative tasks.
          B. The contractor shall ensure all tasks are appropriately staffed to effectively and efficiently meet
             program requirements.
          C. The contractor will also be responsible for performing/assisting with background
             investigations/security clearances to ensure:
               i. All contractor personnel associated with the project must have a security clearance
                  commensurate with the data being processed.


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               ii. Appropriate background investigations/security clearance-related documentation is submitted
                   no later than ten calendar days after award or ten calendar days prior to any new employee
                   starting work under contract.
              iii. Contractor personnel are required to adhere to the same personnel security and suitability
                   requirements as DOI employees and shall comply with all applicable provisions of the Privacy
                   Act of 1974 and DOI regulations concerning the confidentiality and protection of information
                   entrusted to them.
              iv. Every competitive, excepted and contractor position is designated at a level of sensitivity
                   commensurate with the responsibility and other attributes of the position.

        D. The contractor shall notify the COTR of any assigned personnel being dismissed for disciplinary or
           violation of terms and conditions of employment as soon as possible and not later than 8 hours after
           dismissal. Other terminations or reassignments will be reported to the COTR within 24 hours of that
           action. The notification to the COTR will include a request for access terminations for any IT access
           that contract employee had to DOI systems.

        E. The contractor shall establish appropriate metrics to track and verify all of the deliverables listed
           above.

3.2     Systems Security Management
The contractor, in coordination with the DOI, is responsible for establishing technological safeguards and
managerial procedures to ensure the highest appropriate level of security is applied to all aspects of the
program.

      3.2.1     Security Requirements
         1. The contractor shall meet the requirements of OMB Circular A-130, Appendix III, the Computer
            Security Act of 1987, and the security policies of the Department of the Interior.

         2. Technological safeguards and managerial procedures must be applied to assure that programs and
            data do not differ from their source format and content, and have not been accidentally or
            maliciously altered, disclosed, or destroyed; and that organizational assets and individual privacy
            are protected.
         3. Safeguards shall be documented in National of Institutes and Standards (NIST) compliant System
            Security Plans (SP 800-18) and DOI’s Asset Valuation Guide; reflected and preserved in a NIST
            compliant Contingency Planning Guide (NIST 800-34); verified according to NIST SP 800-30 risk
            assessment methodology; validated according to NIST SP 800-53/53A; and presented for
            certification and accreditation according to NIST SP 800-37, Guidelines for the Security Certification
            and Accreditation of Federal Information Technology Systems.
         4. Only authorized personnel, uniquely identified by appropriate mechanisms, should be granted
            access to the information stored and processed on DOI systems.
         5. All contractor personnel must be aware and adhere to policies and procedures established for
            Information Technology (IT) security according to DOI and DOI guidelines.

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         6. The contractor must provide training to their staff on the aforementioned security as appropriate.

3.3     Information Handling and Disposition
The Contractor shall abide by all government and agency guidance for protecting sensitive and proprietary
information and will exercise the utmost care to protect all such information. The contractor shall ensure that
protected information is not divulged or made known in any manner to any person except for the purpose of
carrying out the provisions of this agreement.

      3.3.1    Requirements
         1. Sensitive-But-Unclassified (SBU) information/data will be disclosed only to authorized personnel
            with a need-to-know as described in the delivery/task order.
         2. The Contractor shall not disclose sensitive or proprietary information of, or in the possession of,
            the United States Department of Interior or any of its operating units, contractors, or business
            partners to unauthorized persons.
         3. The Contractor shall not remove SBU material from Government sites without the express
            permission of the Department of the Interior.
         4. The contractor shall ensure that the appropriate personnel, administrative, technical, and physical
            safeguards are established to ensure the security and confidentiality of this information, data,
            and/or equipment is properly protected
         5. The Contractor shall immediately notify the COTR of any prohibited disclosures of information.




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3.4     Seat Management
This effort will be managed by a DOI Seat Management approach covering comprehensive hardware-break/fix
and software support for desktop and laptop computers. It includes desktop CPU, display, external speakers,
keyboard, mouse and any attached government-owned peripheral. It also includes 4-year refresh with
government-owned assets meeting “To Be Determined” government technology criteria. Per seat costs shall
encompasses enhanced support for a limited number of VIPS (including limited after hours , weekend, and
holiday support), all necessary desktop installs and IMACs; all tier 2 and 3 helpdesk calls; core image software
support; COTS Application Software support; desk side support; patch management; and support for all
networked and desktop printers. Travel is not separately priced for normal field office support.

VIP after hours support includes all hardware break/fix and software support. Historically, calls for VIP after
hours support are less than 1% of the total monthly ticket volume. There are currently 268 VIPs enterprise wide.
The majority of these VIPs are Senior Executive and Political Appointees at the Main Interior Building.

      3.4.1      Deliverables:
Seat management deliverables shall include support for:
 a. Integration of seat management methodologies with the existing DOI Tier 1 Service Desk (including Tier 2,
    and Tier 3 call support and escalation)
 a. Configuration Management
 b. Asset Management
 c. Operations & Administration Services (day-to-day activities for add/move/change and break/fix
 d. Ensuring desktop services comply with all Federal and DOI regulations, policies, procedures and standards.
 e. Future support of Virtualized Desktops
 f. Future support of additional DOI customers


                                                                Number of Currently Supported
                      Current Supported Locations                      Desktop Units
              Washington DC                                                              2050
              Reston/Herndon, VA Site 1                                                   446
              Herndon, VA Site 2                                                          294
              Denver, CO Main Site                                                       1197
              Denver, CO Alternate Sites                                                    2
              Minneapolis, MN                                                               2
              Albuquerque, NM                                                              43
              Sierra Vista, AZ                                                             71
              Sacramento, CA                                                               33
              Portland, OR                                                                  3
              Phoenix, AZ                                                                  12
              Atlanta, GA                                                                  10

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              Boston, MA                                                                           2
              Philadelphia, PA                                                                     5
              Anchorage, AK                                                                       57
              Boise, ID                                                                          181
                                                       Total:                                   4408

For the desktop support deliverable, the current # of desktops supported is approximately 4K, however, the
pricing table requires price bands to be established, in the event that that future requirements could expand to
include not only OS & NBC, but other DOI Bureaus. Please note that Attachment 6 refers to the Optional CSC
task and there is no direct correlation to the # of desktop serviced for the desktop support deliverable to the
number of users supported by the CSC. The CSC currently handles more than just IT Related helpdesks calls.




3.5     Configuration Management
The DOI desktop support program currently manages desktop configurations on a regionalized basis, causing
discrepancies in standardization and lack of a centralized repository for information. Although DOI has
endeavored to standardize, due to previously decentralized program management, standardization has been
difficult. It is expected that the contract will analyze the current images and processes and make and implement
recommendations for standardizing to the highest degree feasible and manageable.

The DOI requires establishment of a desktop Configuration Management program which includes establishing
and maintaining a baseline hardware and software configuration for the desktop environment to ensure optimal
performance of the desktop components and to ensure that changes in hardware and/or software are properly
tested, approved and deployed, as necessary. The configuration management program shall focus on
identifying the current configuration items related to desktop support, to include desktops, laptops, printers,
scanners, and blackberry handheld devices, other mobile devices, documenting hardware and software versions
of baseline items, and non-standard or LOB specific software, and developing and implementing a change
management process for desktop configuration items. The contractor shall utilize existing government work
products as a baseline for this task, to include the most current available DOI enterprise baseline software
image. Additionally, the Government is currently deploying additional automated tools to assist in this effort.
Microsoft Systems Center Configuration Manager, which is anticipated to be completed by the end of March
2011, and the Atrium Discovery and Dependency Mapping will feed into the Atrium CMDB, anticipated to be
fully deployed by the end of FY 11. At Contract award, the Government will provide an updated Baseline for
DOI’s current Desktop state. This Baseline is “Year 0” and represents DOI estimates of volumes at Contract start;
“Year 1” represents the first Contract year, “Year 2: is the contract’s first option year, etc.

      3.5.1      Requirements
The contractor shall provide the specified written reports for DOI’s review and approval.

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The following shall be provided within 90 days of contract award:
1. Documentation of proposed processes and procedures for introducing changes to the baseline
2. Specifications for test lab environments
3. Analysis of existing toolsets and processes and recommendations for improvements which shall include cost
   estimates for implementation. Please note that the DOI is currently working to implement a Configuration
   Management Database program, and alternatives proposed by the contractor may be utilized as interim
   solutions until such time as DOI’s enterprise CMDB is available.
4. Project plan and high level schedule for deploying approved baseline to all existing desktops.

The following shall be provided annually (shall be submitted to the DOI, within two months of the start the
contract year)
1.      Report identifying:
                        a. all physical client hardware products and versions throughout the enterprise
                        b. all operating system software products and versions
                        c. all installed application software products and versions
2.      Updated documentation of the current enterprise baseline software image
3.      Documentation of any deviations from the Baseline Image for LOB specific or specialty software
4.      Updated documentation related to approved baseline and specialty software (Approved Software List).
5.      Updated documentation of the Security and Technical Implementation Guidelines related to the security
        and technical configurations of the baseline image (FDCC related security configurations, etc.).

3.6     Asset Management
Currently, DOI organizations supported by the DOI typically fund IT purchases within their own budgets, and on
an ad hoc basis, which has caused the desktop environment to be inconsistent and in many cases, outdated. To
the extent possible, hardware is replaced on a 3-4 year lifecycle. In concert with the Configuration
Management Program in task 3.5, the contractor will be involved in the DOI’s efforts to enhance its Asset
Management program which will include refining the request/approval processing procedures implementing
industry lifecycle management best practices, and refining the IT asset redeployment and disposal processing.
The DOI contractor will provide expertise in recommending alternatives or innovative solutions to assist DOI in
moving forward with uncovering savings through process improvements, standardization and documentation,
gaining control of the inventory, and increasing accountability to ensure compliance. The contractor is not
responsible for property accountability. However, it is expected that the contractor will be responsible for
developing and implementing an IT Asset management program. At the time of award, DOI will provide any
applicable Property Management guidelines to assist in this effort.

The DOI will, at all times, retain the intellectual property of any and all of its data. At the termination of this
contract and at any point during the contract the Contractor shall provide DOI with all of its data in an easily
portable format that maintains any relational information.




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      3.6.1     Deliverables
1.    Develop a project plan and high level schedule for conducting an Asset Management Program review to be
     submitted to the Government for approval within 3 months of award
2.   Identify and make recommendations for improvements to the Asset Management Program to be submitted
     to Government within 6 months of award.
3.   Submit a weekly report to the Program Office of all changes to the inventory, to include new asset
     deployments, moves and disposals.
A listing and description of standard desktop configurations, standard software and utilities, and standard
hardware to be supported will be provided by DOI to the contractor by Assumption of Responsibility (AOR). A
list of current contractors and related agreements governing Desktop Support Services-support and licenses will
be provided by DOI to the contractor by Assumption of Responsibility (AOR).

     3.7         Program Auditing/Reporting and Related Deliverables
The contractor shall prepare and submit appropriate regular and ad hoc reports to the DOI/IT Program
Management Office to be used in ensuring the effective and efficient operation of the program. These shall
include, but are not limited to:

         3.7.1 Weekly Program Status Reports
The contractor shall prepare and submit to the Government Program Manager a weekly status report comparing
and detailing the program’s actual status against the approved task plan. Additionally, the report shall contain
the following information:

        Brief description of the task requirements and scope
        Brief summary of accomplishments achieved during the reporting period
        Brief summary of accomplishments planned for the next reporting period
        Deliverables submitted and/or progress on continuing deliverable products
        Any major decisions made regarding the task order during the reporting period
        Any current and/or anticipated issues that may affect task progress
        Any current and/or anticipated risks that may affect task progress, along with a brief impact and
         mitigation statement or assessment

The report format and an electronic copy of the report will be provided by DOI to the contractor by Assumption
of Responsibility (AOR).

         3.7.2 Budget Reports
The contractor shall prepare and submit to the Program Manager and COTR a monthly “Seat Count” report
which identifies the average number of seats managed during the month by covered locations.

3.8      Roles and Responsibilities
The following identifies general program management roles and responsibilities of the Provider and DOI:

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                       Requirements, Policies, and Procedures                                Contractor   DOI
1. Develop procedures to receive and respond to calls for service according to defined
   prioritization and resolution targets. Ensure that response to requests is based on
                                                                                                           X
   priority, impact, and customer preference (e.g. telephone, email, fax, direct input to
   service request system by users).
2. Develop and document in the Standards and Procedures Manual, all Desktop
   Support Program-related policies, processes, and procedures for: On-Site Technical
   Support, Remote Desktop support, Core Software Build and Deployment, Application               X
   Software Image Build and Deployment, and IMAC operations, in order to ensure all
   efforts meet Program requirements and adhere to defined policies.
3. Baseline and maintain current versions of Process and Procedures documentation.                X
4. Review and approve all Process and Procedure changes.                                                   X
5. Define Desktop Management/End-User and Technical Support requirements and
                                                                                                  X
   policies for On-Site, Remote, and Virtualized Desktop Systems.
6. Develop Standard Operating Procedures to support new, approved technologies
                                                                                                  X
   related to On-Site, Remote, and Virtualized Desktop Systems.


                     Desktop Program Support Service Standards                               Contractor   DOI
1. Recommend Services and standards for supporting the Desktop Management
                                                                                                  X
   environment/End-Users.
2. Review and approve Services and standards for supporting the Desktop
                                                                                                           X
   Management environment/End-Users.
3. Identify and describe priorities, response and resolution targets for Service Calls and
                                                                                                           X
   requests of differing impacts.
4. Develop and document in the Procedures Manual the Request for Service process,
                                                                                                  X
   incorporating the defined Request for Service parameters and approval authorities.
5. Develop and manage a Services and Products Catalog with detailed workflow
                                                                                                  X
   mappings.
6. Provide a system to document, manage and track all Incidents, Service Requests,
   Incident reports and inquiries regardless of the means by which the Service Request                     X
   is submitted (e.g., telephone, e-mail, fax, direct online input by users).
7. Select, implement, and manage software and hardware tools needed to collect, track
                                                                                                  X
   and manage Service Requests received by the Contractor Service Desk.
8. Establish mechanisms for proactive problem resolution using alerts, availability
                                                                                                  X
   reports, capacity reports, and other knowledge management tools.
9. Define Request for Service parameters and approval authorities.                                         X
10. Audit and approve exclusions to Service Level Computations.                                            X
11. Establish the Tier 2 and Tier 3 Service Desk, including track and manage End-User
                                                                                                  X
    Service Requests, Inquiries and Problem Notifications (Tickets).
12. Provide Tier 2 and 3 Support tools to facilitate proactive alerts through voice mail,
                                                                                                  X
    email, or recorded messages on the Service Desk line.




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                    Desktop Program Support Service Standards                               Contractor   DOI
13. Ensure integration with the Tier I Service Desk, including implementation of systems
    necessary to document, track and manage End-User Service Requests, Inquiries                 X
    and Problem Notifications (Tickets).
14. Provide end-to-end Incident identification, escalation, resolution (management) and
                                                                                                 X
    closure processes including those escalated to Third Parties.
15. Ensure that recurring Incidents and Problems which meet defined criteria are
                                                                                                 X
    reviewed using Root Cause Analysis processes.
16. Determine need to support new technologies (hardware and software), or approve
                                                                                                          X
    the introduction of new technologies based on Provider or other recommendation.
17. Research, document, and recommend technology and develop policies for the use of
                                                                                                 X
    remote control tools for maintenance and troubleshooting.
18. Research, document, and recommend technology and develop policies for the use of
    Virtual Desktop implementations, including control tools for maintenance and                 X
    troubleshooting.
19. Manage deployment efforts using formal project management tools, methodologies
                                                                                                 X
    and standards (e.g., ITIL change and configuration management practices).
20. Define jobs, roles, and/or functions for Modal Application Software Images, and
                                                                                                          X
    maintain current assignments of users to jobs, roles, and/or functions.
21. Review and approve all Software Image Specifications and deployment plans.                            X
22. Approve Application, Modal Application, and Core Software Image(s) for
                                                                                                          X
    deployment.
23. Develop and document detailed technical Specifications that define and support the
                                                                                                 X
    build, test and deployment plans for the all Software Image(s).
24. Review and approve all Software Image specifications.                                                 X
25. Review and approve all Software Image testing results.                                                X
26. Maintain updated security and software patches to be rolled out in baseline images.          X
27. Develop and Implement Mitigation and Remediation Plan to address Unresolved
                                                                                                 X
    Problems.


     Quality Monitoring and Reporting                                                       Contractor   DOI

1. Conduct Program Quality Surveillance                                                                   X
2. Define and Conduct Program Quality Assurance Activities.                                      X
3. Develop and conduct Quality Assurance Audits to ensure Program effectiveness and
                                                                                                          X
   efficiency.
4. Provide support for external financial audits as required.                                    X
5. Develop, prepare, and submit Delivery Service Performance Reports and Statistics
                                                                                                 X
   covering all aspects of the Program.
6. Conduct System/Software deployment reviews and provide results to DOI.                        X
7. Review and approve results of System/Software deployment reviews.                                      X



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                                 Personnel Management                                            Contractor    DOI
1. Develop a Staffing Plan which details staff levels, minimum staff qualifications for
   each position type, and proposed methodologies for supporting current and potential                 X
   new users of DOI’s On-Site, Remote, and Virtual Desktop Systems.
2. Review and Approve Staffing Plan.                                                                              X
3. Provide appropriately trained and experienced staffing is provided at levels which
                                                                                                       X
   ensure effective and efficient Program support.
4. Ensure that proper Program On-Boarding/Off-Boarding procedures are conducted
   and maintained for all contract personnel, including verifying that: employee
   qualification/experience are appropriate for the position, national background checks
                                                                                                       X
   on contract employees are completed as required, contract employees’ system
   access are limited to the ―Principle of Least Privileges‖, and departing contract
   employee procedures are completed as soon as possible when required.
5. Provide all contract employees with appropriate training to ensure they are: aware of
   the scope of the contract as it relates to their functions, familiar with all appropriate
                                                                                                       X
   aspects of the DOI System Security Program, and familiar with proper
   information/data safeguarding responsibilities and procedures.
6. Ensure that all aspects of contract employee job performance are conducted within
   the scope of the contract requirements and report any requested or identified                       X
   deviations to the contract COR as soon as possible.
7. Develop and implement procedures to ensure that government mandated efforts do
                                                                                                                  X
   not deviate from contract scope.
8. Provide Badge and support in obtaining initial facility access.                                                X
9. Maintain same or similar workforce for site support and provide for knowledge
                                                                                                       X
   sharing to ensure familiarity with the environment, issues, business needs, etc.
10. Provide appropriately trained Desktop staff for Tier 2 and 3 remote support to meet
                                                                                                       X
    DOI requirements.


                                 Assets Management                                             Contractor     DOI
1. Procure desktop and laptop hardware (per approved configuration and attached
   peripherals) and Software (e.g., operating system, personal productivity, and
   office automation Software).                                                                               X

2. Procure handheld devices (per approved configurations).
                                                                                                              X
3. Procure locally attached/network printers, storage devices and miscellaneous
   peripherals.                                                                                               X
4. Inventory, track, and manage hardware and warranties for all in-scope hardware.                 X
5. Inventory, track, and manage software and licenses for all in-scope applications,
                                                                                                   X
   subscription services, and other Desktop-related software.
6. Perform Quarterly Audits and Annual Wall-to-Wall inventories in accordance with
                                                                                                   X
   OMB requirements and DOI policy.
7. Provide Current and Accurate Asset Inventory on a monthly basis.                                X



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4.0 Service Level Requirements
A key objective of the Contract is to attain service levels where business is not impacted through failure to meet
performance requirements, mission-critical system requirements or meet Critical Milestones. The contractor
shall provide written reports to DOI regarding contractor’s compliance with the specified SLOs .




4.1     Common Service Level Requirements
The contractor shall provide for the government’s review and approval, recommended approaches for the
establishment of Common Service Level Requirements to cover all DOI desktop system user requirements,
within 60 days of contract award. These requirements shall be based on industry standards and/or established
government metrics (e.g., FDCC, ITIL). The contractor shall also develop and submit to the government, a
proposed standard monthly report (utilizing MS Word/Excel, pdf, or other common file format) for providing
service level requirement-related data to be used in assessing requirements accomplishment. Once the report
format has been approved by the government, the contractor shall submit completed monthly reports using the
format, to the government, no later than 10 working days after the end of the month covered by the report.

DOI recognizes that there may be need to create service levels for field versus headquarters, or for tele-workers;
and that higher level support is required for Executive and Key Staff. The contractor will be required develop and
recommend a specific set of Service Level to be established for VIP users, based on industry standards, that
incorporates faster response times, faster resolution, and escalation to more highly skilled technicians to ensure
shorter work outages or interruptions to VIP users.



Service Level Definitions and Characteristics

 Service Level            Definition                                   Characteristics
 VIP               Office of the Secretary       Need for immediate response
                   Political Appointees,         Priority work to achieve faster resolution timeframes
                   staffers, and Office          Need for escalation to more highly skilled staff to reduce
                   Heads                          business interruption
                   DOI executives and            Special planning or arrangements to meet and support on-
                   senior staff                   site or at travel locations
                                                 Includes, but not limited to, the Secretary and Deputy
                                                  Secretary, Assistant Secretaries, Counselors, and other
                                                  Political Appointees
                                                 Includes, but not limited to, the DOI Director, Associate
                                                  Directors and other senior staff
 Priority          Mission-critical staff and    Loss of End-user services would directly impact the
                   designated first-              continuation of DOI business operations. Business


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 Service Level            Definition                                      Characteristics
                    responders                      operations would be interrupted or halted.
                                                   The work of this location cannot be performed at another
                                                    location; the work is unique and cannot be assumed by any
                                                    other location.
                                                   The loss of the location would impact the safety or welfare of
                                                    employees, federal customers, or the public.
                                                   Employee function is essential to mission and incident
                                                    impacts ability to carry out essential activities.
                                                   May include non-Priority staff temporarily assigned to
                                                    emergency response.
Normal              Standard DOI level of        Loss or degradation of End-user services is tolerable for
                    service                       brief periods without significant impact to business
                                                  operations.
                                                 The loss of this facility would have a limited impact the
                                                  continuation of DOI operation or other critical services.
                                                  Services would be interrupted or halted.
                                                 The work of this location can be performed at another
                                                  location; the work is not unique and may be performed
                                                  manually or deferred during the period of the outage
                                                  (typically no longer than 2-3 days).
                                                 The loss of the location would not impact the safety or
                                                  welfare of employees, federal customers, or the public.
Campus              An official DOI office       End-users have permanently assigned work locations.
                    facility; the location of    End-users have standard office amenities.
                    one or more DOI modes        End-users are working on DOI communications
                                                  infrastructure.
Non-Campus          A non-office location,       End-users may be on work-related travel.
                    including an employee’s      End-users may be working from vehicles or in austere
                    home (permanent or            conditions, e.g., construction sites, railroad or pipeline right-
                    telecommuting                 of-way, or border crossing stations.
                    arrangement) or a            End-users may be working on non-DOI communications
                    remote work site              infrastructure.
Note: Priority service applies to systems and/or software that impacts the ability to function. For example, loss
of Adobe Acrobat Reader may not constitute priority service. However, loss of email on a user’s system may
impact ability to communicate and conduct essential functions.


    Table 1.       Desktop Management Services Availability SLO
Definition              Availability is defined as the accessibility and proper functioning of CPU, system memory,
                        disks and peripherals up to the connection to the Network.
                                  Desktop Management Services Availability
     Category                   Service Measure         Performance Target                    SLO Performance %
Desktop Devices         Business hours                       Sun.–Sat., 0000–2400                     99.9%
Network Printers        Business hours                       Sun.–Sat., 0000–2400                     99.5%



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Definition             Availability is defined as the accessibility and proper functioning of CPU, system memory,
                       disks and peripherals up to the connection to the Network.
                                 Desktop Management Services Availability
     Category                  Service Measure         Performance Target                  SLO Performance %
                       Formula                              Availability (%) = 100% – Unavailability (%)
                                                            Where Unavailability is defined as:
                                                              ( Outage Duration × 100%)  (Schedule Time –
                                                                                Planned Outage)
                       Measure Interval                     Measure Weekly
                       Reporting Period                     Report Monthly
                       Measurement Method                   By location and class



Table 2.        Break/fix Repairs – Workstation and Peripherals
                   Defined as the correction of reported problems with end-user devices to a state of proper
DEFINITION         operation of the respective standard operational specifications and configuration for the in-
                   scope Desktop and End-User Computing devices.
                                       Installs, Moves, Adds, Changes
      Request               Service Input             Performance Target            SLR Output Performance
On-site Dispatch       Elapsed time               2 hour response to desk-                    90.0%
                                                  side from time of request
                                                  during normal business
                                                  hours
Installations          Elapsed time               1 business day turn-around                  90.0%
                                                  from date of receipt of
                                                  request for service
                       Formula                    Number of instances within Performance Target / Total
                                                  number of instances during Measurement Interval = ―Percent
                                                  (%) Attained‖
Outcome                Measurement Interval       Measure Monthly, Report Monthly


    Table 3.   Proposed Asset Tracking Service Levels
  Asset Accuracy         Service Measure              Performance Target                              SLO
Accuracy of Data in   Accuracy percentage of each          95% per asset per data        95% for Assets with
Asset Tracking        data element per asset as             element                        Tags or Items with
Database              verified by audit                    100% Updated within 1          Serial Numbers
                       Serial Number                       Business Day                  90% for Peripherals
                       Location
                       Configuration
                       Asset Status
                       Responsible Owner




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     Table 4.  Software Image and Installation SLO
                                         Software Installation
       Request           Service Measure             Performance Target                     SLO Performance %
Desktop/Laptop              Elapsed Time to        As agreed per project plan                        95.0%
Operating System            Deploy                 Critical ≤ 2 business days
(including service packs                           Non-Critical: Per scheduled
and non-critical security                           Software Release
patches)
Desktop Management          Elapsed Time to        As agreed per project plan                        95.0%
Software (shrink-wrap)      Deploy                 Critical ≤ 3 business days
                                                   Non-Critical: Per scheduled
                                                    Software Release
Modal Software              Elapsed Time to        As agreed per project plan                        95.0%
                            Deploy                 Critical ≤ 5 business days
                                                   Non-Critical: Per scheduled
                                                    Software Release
Service/Security            Elapsed Time to        ≤1 calendar day                                   98%
Patches and Antivirus       Update to Target      Measured from approval for
Updates                     Population for Each   deployment by DOI, or on scheduled
                            Deployment            release date (as approved by DOI) to
                                                  successful deployment for End-Users
                                                  who connect to the Network during the
                                                  specified time frame
                            Formula               Number of instances within Performance Target  Total
                                                  number of instances during Measurement Interval = ―Percent
                                                  (%) Attained‖
                            Measurement           Measure Monthly
                            Interval
                            Reporting Period      Report Monthly
                            Measurement           TBD
                            Method




     Table 5.    Install, Moves, Adds and Changes—Devices and Peripherals
                       Defined as an Installation, Move, Add or Change of any hardware or approved user
Definition
                       Software included within the scope of End-user Management Services.
                                       Installs, Moves, Adds, Changes
      Request               Service Measure             Performance Target                 SLO Performance %
Standard request,        Elapsed Time to Deploy   Within 5 business days of request               95.0%
up to 10 users
Urgent request or        Elapsed Time to Deploy   Within 3 business days of request               95.0%
Expedited request




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                      Defined as an Installation, Move, Add or Change of any hardware or approved user
Definition
                      Software included within the scope of End-user Management Services.
                                     Installs, Moves, Adds, Changes
      Request             Service Measure             Performance Target                  SLO Performance %
Office moves or        Date and Time             Within 5 business days or as agreed             95.0%
more than 10 users     Scheduled                 by government on case-by-case
in a single request
                       Formula                   Number of instances within Performance Target  Total
                                                 number of instances during Measurement Interval = ―Percent
                                                 (%) Attained‖

                       Measurement Interval      Measure Monthly
                       Reporting Period          Report Monthly
                       Measurement Method        TBD



     Table 6.    Proposed Client Satisfaction (Touch Survey)
                                            Client Satisfaction
 Client Satisfaction    Service Measure                 Performance Target                           SLO
Ticket Closure          Touch Survey Overall    All end-users submitting responses to                83.0%
Satisfaction            Satisfaction Rate       Ticket Closure Satisfaction Surveys
                                                should be at least 100% satisfied
                                                Sum of survey results from all surveys received within survey
                        Formula                 period / Total number of participants responding to Ticket
                                                Closure Survey
                        Measurement Interval    Measure Monthly / Report Monthly
                        Measurement Tool        TBD



    Table 7.     Desktop Service Availability SLOs
Definition          Service Desk Availability refers to the required time frames during which certain Services
                    provided by Tier 2 and Tier 3 Desktop support group must be available to End-Users, and
                    response to automatically generated Service Desk Incidents must be achieved.
                                           Service Desk Availability
   Service Desk
                        Service Measure               Performance Target                SLO Performance %
    Availability
End-User Support       Schedule                      Mon. – Fri., 0700 – 1800 local           99.95%
                                                      time (principal period of
                                                      maintenance is in local time
                                                      and applies to all locations
                                                      under service).
                                                                                               99.95%
                                                     Sat.- Sun. 0700-1700 Eastern
                                                      Time at the DC location only



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Definition             Service Desk Availability refers to the required time frames during which certain Services
                       provided by Tier 2 and Tier 3 Desktop support group must be available to End-Users, and
                       response to automatically generated Service Desk Incidents must be achieved.
                                             Service Desk Availability
   Service Desk
                          Service Measure               Performance Target                  SLO Performance %
    Availability
                        Formula                Availability (%) = 100% – Unavailability (%)
                                               Where Unavailability is defined as:
                                               ( Outage Duration × 100%)  (Schedule Time – Planned Outage)
                        Measurement             First Month—Measure Daily
                        Interval                Thereafter—Measure Daily
                        Reporting Period        First Month—Report Weekly
                                                Thereafter—Report Monthly
                        Measurement            TBD
                        Tool/Source Data



    Table 8.       Incident Resolution SLOs
Definition              The time elapsed from the initiation of the Service Desk Incident until Service is restored.
                                                Incident Resolution
   Service Desk
     Incident             Service Measure               Performance Target                  SLO Performance %
    Resolution
Incident Closure or     Elapsed Time           <20 minutes following Incident                       98.0%
Status Change (via                             Resolution or status change.
e-mail and/or phone)
Root Cause              Schedule                       Provide RCA report within 3                 98.0%
Analysis (RCA)                                          business days of incident
                                                        closure
                                                       Provide monthly analysis and               100.0%
                                                        recommendations

                        Formula                Number of instances within Performance Target ÷ Total number of
                                               instances during Measurement Interval = ―Percent (%) Attained‖
                        Measurement             First Month—Measure Daily
                        Interval                Thereafter—Measure Daily
                        Reporting Period        First Month—Report Weekly
                                                Thereafter—Report Monthly
                        Measurement            Technology (Remedy, other)
                        Tool/Source Data




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    Table 9.      Process Management SLO
Definition             Refers to the requirement for the Contractor to maintain a library of policies, processes
                       and procedures; documented and kept up-to-date. Those who have accountability must be
                       provided with training and monitored for adherence.
                                                Process Management
                                                                                               SLO Performance
 Process and Policy         Service Measure                  Performance Target
                                                                                                      %
Documentation and         1) Documented and        1) 100% within 5 business days of policy            99.95%
release of all DOI        distributed              release or change to policy
policies affecting IT     2) Training and /or      2) Within 5 business days of notification
support (e.g. email)      guidance                 3) Monitor 100% for compliance and
                          3) Operational           report non-compliance
                          Compliance
                          Formula                  Number of instances within Performance Target ÷ Total number
                                                   of instances during Measurement Interval = ―Percent (%)
                                                   Attained‖
                          Measurement               First Month—Measure Daily
                          Interval                  Thereafter—Measure Daily
                          Reporting Period          First Month—Report Weekly
                                                    Thereafter—Report Monthly
                          Measurement              TBD
                          Tool/Source Data



     Table 10.     User Account Administration SLOs
                        Routine functions, such as setting up LAN End-User IDs, changing End-User
Definition              authorization tables, changing account codes and similar functions, which are handled by
                        Contractor.
                                        End-User Account Administration
   User Account
   Administration         Service Measure                Performance Target                SLO Performance %
      Tasks
New User Account         Elapsed Time           Completed within 2 Business Day of                98.0%
                                                authorized request
Project Adds and         Elapsed Time           Completed within 3 Business Days of               98.0%
Deletes: Large                                  authorized request
number of End-User
Account Requests
LAN Password Reset       Elapsed Time           Completed within 60 minutes of                    95.0%
                                                receipt of request
Privilege Changes        Elapsed Time           Within 8 hours of government IT                   95.0%
                                                authorization
Disable User Account     Elapsed Time           Within 15 minutes of government IT                99.5%
or Termination                                  request (emergencies) or at
                                                requested time (DOI IT Authorized)


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User Account            Elapsed Time          Within 10 Business Days of date of                99.5%
Archiving and                                 termination or other notification,
Administrative                                subject to DOI policy
Closure
                        Formula               Number of instances within Performance Target ÷ Total number of
                                              instances during Measurement Interval = ―Percent (%) Attained‖
                        Measurement            First Month—Measure Daily, Report Weekly
                        Interval               Thereafter—Measure Daily, Report Monthly
                        Reporting Period       First Month—Report Weekly
                                               Thereafter—Report Monthly
                        Measurement           TBD
                        Method/Source
                        Data



Table 11.        End-user Device Updates/Refresh Requirements SLR
DEFINITION          Maintaining technology and performance currency.
                                  System Updates/Refresh Requirements
       Type                Service Input             Performance Target                   SLR Output
Desktops               Frequency of Refresh      Entire desktop population                   95.0%
                                                 greater than 3 years old
Laptops                Frequency of Refresh      Entire laptop population                    95.0%
                                                 greater than 3 years old
                       Formula                   Number of instances within Target / Total number of instances
                                                 during Measurement Period = ―Service Level Attained‖
                       Measure Interval          Measure Weekly, Report Monthly
                       Measurement Method        TBD
                       Increased End User Productivity
Outcome




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5.0 Reports
The contractor shall provide a monthly report detailing calls volumes per client that will be used to populate the
DOI financial management system which generates customer bills. The report shall follow a format provided by
the government at contract award. Currently, this format is submitted in a comma-separated values (CSV) file;
but future information exchange formats may include direct system-to-system interfaces in a format to be
determined.

The contractor shall provide monthly written reports to DOI regarding the contractor’s compliance with the SLOs
including reports specified in the following tables.

5.1     Management Reporting
Reporting requirements include a web accessible report (dashboard) on all Management statistics and trends
(performance metrics) as specified in the Standards and Procedures Manual (e.g., Service Request volumes and
trends by types of End-Users)

The following table identifies the Reporting roles and responsibilities that Contractor and DOI shall perform.

      Table 1.   Routine Reporting Services Roles and Responsibilities
             Routine Reporting Services Roles and Responsibilities                     Contractor         DOI
1. Conduct 3rd Party periodic independent customer satisfaction survey                                           X
2. Provide DOI with management reports with recommended corrective actions
   plans for those corrective actions that require DOI approval prior to                      X
   undertaking such corrective action
3. Provide order tracking and reporting to order close out per procedures                     X
4. Recommend and provide a list of Service Desk management reports (based
                                                                                              X
   on those defined in the Standard Operating Procedures)
5. Report on trends in Service Requests indicating root causes and identifying
                                                                                              X
   additional needs for training
6. Report on Contractor Service Desk statistics and trends as specified in the
   Procedures Manual (e.g., Service Request volumes and trends by types of                    X
   End-Users)
7. Report performance against service-level requirements                                      X
8. Send authorized Third Party to perform audit of Service Desk operations
                                                                                                                 X
   periodically
9. Track/manage/report Service Desk utilization and trends via a Management
                                                                                              X
   Dashboard

5.2     Special Reporting and Documentation
The following table identifies the roles and responsibilities associated with reporting and Documentation specific
to this contract.

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Reporting / Documentation Roles and Responsibilities
      Deliverable                  Description                Due Date/Frequency           Government
                                                                                           Approval and
                                                                                           Surveillance
Transition Kick off       Contractor will outline project   To be presented at the        COTR
Meeting and Planning      objectives and provide            initial contract Kick off
                          orientation on mapped             Meeting
                          implementation and solution.      One Time
Service Level Agreement   System Performance based          Following Cutover             COTR
(SLA) Compliance          on SLA requirements and           Monthly                       Surveillance
Report                    metrics approved by the DOI
                          CCB, accepted by the
                          contractor and approved by
                          COTR
MODES Status Report       Status Report identifying         Funded Projects               Project
                          activities and work                                             Officer/PM
                          completed, progress against       Monthly
                          plan, and risk management

Monthly Status Report     Documents key performance         Monthly beginning 1           COTR
                          areas of desktop system           month after first users are
                          such as updates, patches,         migrated to new system.
                          virtualization pilot, and
                          trouble ticket resolution data.


DOI Refresh Desktop       Refresh Strategy for desktop      One Time
Strategy                  refresh every 4 years
Incidence Summary         Summary of support                Monthly
                          maintenance, service
                          interruptions, and
                          degradation
Project Operations Plan   List of all the resources,        Monthly
                          timelines, and tasks on the
                          project.
Asset Management Plan     Plan for asset discovery,         One Time
                          inventory tracking,
                          management, and disposal
Asset Inventory           Report of Asset Inventory         Monthly


Plan for Enterprise       Strategy for pushing out          One Time
Patching and Upgrades     patches, security updates,
rolled out through        and desktop changes across
baseline                  the organization in the
                          baseline push
Customer Incident         After action review and           Per Incident
Report (CIR)              analysis


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      Deliverable                   Description               Due Date/Frequency          Government
                                                                                          Approval and
                                                                                          Surveillance
Desktop Customer           Desktop Survey of helpdesk       Quarterly
Satisfaction Survey        support

Resource Plan for          Plan for Tier 2 and Tier 3       One Time
Support                    support during core hours,
                           after hours, and 24*7.
Baseline Image             Current Baseline Image           Monthly
                           configuration of all software,
                           and versions

Quality Assurance Audits   Quality Assurance audit          Quarterly
and Surveillance Reports   results
Disaster Recovery Plan     Disaster Recovery Plan for       Annually
                           Desktop Operations
Maintenance of             Updates to documentation         Monthly
Hardware and               surrounding Desktop
Infrastructure             applications, processes,
documents, policies, and   procedures, virtualization
procedures                 pilot, users, help desk
                           operations, and project
                           plans.
Desktop Backup Configuration                                Weekly
Contingency Plan                                            Annually
Backup and Recovery Plan                                    Annually




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6.0 Contract Details


6.1     PLACE OF PERFORMANCE
The principal places of performance shall be:
    a. DOI headquarters in Washington, DC;
    b. Nationwide DOI offices, including: Washington DC, Reston & Herndon, Virginia , Denver, Colorado,
       Anchorage, AK, Boise, ID, Phoenix, AZ, Atlanta, GA, Sacramento, CA, Sierra Vista, AZ, Boston, MA, and
       Philadelphia, PA; Additional DOI offices/locations may be added during the contract, and will need to be
       included.
    c. Telecommuters, i.e., office-based workers who work from home on a periodic basis; and
    d. Remote workers, i.e., non-office-based workers who may work from home or may be mobile at remote
       locations.
    e. Service locations may include customers of DOI to include to include Armed Forces Retirement Home
       (AFRH) located in Washington, DC and their future location in Gulf Port, MS.
    f. Potentially other US Government site locations that come to DOI for desktop services.


6.2     PERIOD OF PERFORMANCE
The base year period of performance for this effort shall be from award effective date through
9/30/. with four option years thereafter running 10/1/2011 through 9/30/2015.



6.3     PLACE OF DELIVERY
Distribute contract deliverables, correspondence and reports to the Federal Contracting Officer Representative
(COR) at the following location:

                Contracts Representative Management Branch
                US Department of Interior, National Business Center
                IT Directorate, Business Management Division
                1849 C St., NW
                Washington, DC 20240
                Phone:          (202) 208-3255




6.4     INVOICING
The method and format for submission of invoices will be listed in the formal contract award.

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Verification of invoices will be the responsibility of the Program Task Managers overseeing the
performance delivery, including federal employees from:

                Desktop & Peripherals Support Branch
                US Department of Interior IT Directorate, Customer Support Services Division
                1849 C Street NW, Washington, DC 20240
                Phone:          (202) 208-4712
                Fax:            (202) 208-6506

                Peripherals Support Branch
                US Department of Interior IT Directorate, Customer Support Services Division
                3701 W Mansfield Avenue, Denver, CO 80235
                Phone:         (303) 969-5474
                Fax:           (303) 969-7102


6.5     HOURS OF OPERATIONS
CSC Tier 1 (Optional Task) shall be staffed with on-site personnel to ensure user support coverage is available
Monday through Friday (excluding federal holidays) 7:00 am to 7:30 PM ET. Outside of those hours, contacts are
answered by the IT Data Operations group.
The Desktop Support services task requires on-site Tier 2 and Tier 3 support beginning at 7:00 AM local time
through 6:00 PM local time.
Additionally, the DC-based Desktop support group will provide on-site personnel on Saturday and Sundays from
7:00 AM – 5:00 PM ET.


To ensure customer support is available outside of normal business hours, the contractor shall provide for on-
call desktop support from 6:00 PM – 7:00 AM seven days a week.


6.6     GOVERNMENT FURNISHED EQUIPMENT (GFE) AND SPACE (ON-
        SITE)
The Government shall provide Contractor personnel performing work on Government premises: office space,
furniture, telephone service and any other necessary supplies and equipment. There is no secretarial support.


6.7     SECURITY REQUIREMENTS
This contract requires access to Sensitive but Unclassified (SBU) information.

All personnel assigned to the contract shall favorably pass a national Agency Check (NAC) to be conducted by
the Department of Interior. No individual failing an NAC will be permitted to perform work under the contract.

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If an individual has successfully passed a background check and is performing under the contract (see paragraph
(c)), but does not favorably pass the NAC, that individual shall be removed from the contract at no cost to the
Government.

Prior to performance of the contract, the contractor shall submit a Standard Form 85P, Questionnaire for Public
Trust Positions; Standard Form 85Ps, Supplemental Questionnaire for Selected Positions; and FD-258,
Fingerprint Card, for DOI Processing a minimum of fifteen (15) calendar days prior to anticipated contract
performance. Upon receipt of investigative paperwork, DOI will conduct a preliminary background check. Those
personnel who successfully pass this check may be assigned to the contract while their NACs are pending. Those
who do not pass the background check shall not perform work under the contract until their NAC is favorably
adjudicated.


6.8     IDENTIFICATION/BUILDING PASS
The Contractor shall obtain a Department of Interior building pass for all employees performing under this Task
Order who require frequent and continuing access to Department facilities. Passes shall only be used for the
purpose of Contractor performance and no other purpose.

All Contractor employees shall wear the passes in plain sight at all times while in Department facilities. All
Contractor employees shall show their passes when entering these buildings and upon request.

All passes shall be returned to the Task Order Manager upon separation of the employee, or expiration or
termination of the Task Order. Final payment under this Task Order shall not be made until all passes are
returned to the Task Order Manager.




6.9     SAFEGUARDING OF INFORMATION
The Contractor and its employees shall exercise the utmost discretion in regard to all matters relating to their
duties and functions. They shall not communicate to any person any information known to them by reason of
their performance of services under this Task Order which has not been made public, except in the necessary
performance of their duties or upon written authorization of the Contracting Officer. All documents and records
(including photographs) generated during the performance of work under this Task Order shall be for the sole
use of and become the exclusive property of the U.S. Government. Furthermore, no article, book, pamphlet,
recording, broadcast, speech, television appearance, film or photograph concerning any aspect of work
performed under this Task Order shall be published or disseminated through any media without the prior
written authorization of the Contracting Officer. These obligations do not cease upon the expiration or
termination of this Task Order. The Contractor shall include the substance of this provision in all contracts of
employment and in all subcontracts hereunder.




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