PART I - SECTION C

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1


PART I
-

SECTION C

DESCRIPTION/SPECIFICATIONS

C.1

BACKGROUND

a. The mission.

The Federal Aviation Administration (FAA),
Office of Finance and
Management (AFN)

is to
provide efficient
and effective business solutions and services to our
customers in order to accomplish the FAA mission
.


The
Office of Information Services (AIO)

within AFN mission is to deliver IT products and services with quality and speed to enhance the
FAA; and to sei
ze opportunities to provide value and business solutions in support of the FAA
mission.

To this end,
AIO
is seeking to establish a single contract, information technology
services to support the
AIO

staff at the Washington Headquarters Office and the
A
IO

organizations at the regional offices.

b. Location of offices.

Contract support coverage includes approximately 3,000 users, within the
FAA for this effort and includes
Regions & Center Operations

(ARC),
Airports (ARP)
,
Security
and Hazardous Materials S
afety (ASH)

and
Commercial Space Transportation (AST)


Lines of Business and Staff Offices (LOB/SOs)

a
t Headquarters
. A
nd Regional Office (RO)
locations for
Information Services (AIO),
Regions & Center Operations

(ARC),
Airports (ARP)
,
Security and Hazardo
us Materials Safety (ASH)
,
Commercial Space Transportation (AST)
,
Human Resource Management (AHR)
,
Civil Rights (ACR)

and
Chief Counsel (AGC)
. The
Contract must provide support to the following locations (including satellite locations which are
in close p
roximity to the offices identified below):


AWA
-

Headquarters
,
800 Independence Avenue, SW,
Washington, DC 20591

AAL
-

Alaskan Regional Office,
222 W
est

7
th

Avenue,

Anchorage,
Alaska 99513

ACE
-

Central Regional Offi
ce,
901 Locust,
Kansas City, MO 64106
-
2325

AEA
-

Eastern Reg
ional Office,
1 Aviation Plaza,
Jamaica NY 11434

AGL
-

Great Lakes Regional Offic
e,
2300 East Devon Avenue,
Des Plaines, Illinois 60018

ANE
-

New England Regiona
l Office,
12 New England Executive Park,
Burlington, MA 01803

ANM
-

Northwest Mountain Regional

Office,
1601 Lind Ave SW, Renton, WA 98055

ASO
-

Southern Regional Off
ice,
1701 Columbia Ave,
College Park GA 30337

ASW
-

Southwest Regional Off
ice,
2601 Meacham Blvd.,
Fort Worth, TX 76137

AWP
-

Western Pacific Regio
nal Office,
15000 Aviation Blvd,
Hawthorne, CA 90261


The contractor must also provide
remote
support to th
e District Offices
with occasional travel to
provide onsite support for:




Helena ADO, 2725 Skyway Dr
,
Suite 2
,
Helena MT 59602
-
1213




Denver A
DO, 26805 East 68th Ave
,
Suite 224
,
Denver CO 80249
-
6361




New York ADO, 600 Old Country Rd., Suite 446, Garden City, NY 11530




Washington ADO, 23723 Air Freight Lane, Suite 210, Dulles Va 20166




Harrisburg ADO, 3905 Hartzdale Dr, Suite 508, Cam
p Hill, Pa 17011




Beckley ADO, 176 Airport Circle, Rm 101, Beaver, WV 25813
-
9350




Jackson ADO, 100 West Cross St., Suite B,
Jackson, MS 39208
-
2307




Memphis ADO, 2862 Business Park Drive, Bldg. G,
Memphis, TN 38118
-
1555


2





Orlando ADO, 5950 Ha
zeltine National Dr., Suite 400, Orlando, FL 32822
-
5024




Bismarck ADO
,
2301 University Drive, Building 23B
,
Bismarck, North Dakota 58504




Detroit ADO
,
11677 South Wayne Road, Suite 107
,
Romulus, MI 48174




Minneapolis ADO
,
6020 28th Avenue, Sout
h, Room 102
,
Minneapolis, Minnesota 55450




San Francisco ADO
,
831 Mitten Road,
Burlingame, California 94010




Honolulu ADO
,
300 Ala Moana, Honolulu,
Hawaii 96813




Phoenix ADO
,
(Oct 2012
-

Address TBD)
,
Phoenix, Arizona


C.
2

CURRENT ENVIRONMENT

AIO administers and maintains a robust local area network (LAN) in each of the 9 regional
offices

and Headquarters
. The network infrastructure is comprised of dual cisco 6509 Catalyst
Chassis and numerous downstream routers and switches. Each LAN operates
a Windows 2008
R2 (64
-
Bit) Active Directory environment, under the FAA.GOV domain, using EMC Avamar
Deduplication Backup, Microsoft ECCM2, Remedy Helpdesk and McAfee infrastructure
components. There are Windows 2008 R2 (64
-
Bit) Clustered servers along with

Windows 2008
R2 (64
-
Bit) servers running both natively and virtually on VMWare hosts providing LAN and
infrastructure services, including remote access. The desktop systems range from Intel Core i7 2
Ghz to 3.0 Ghz systems. The operating system is Window
s 7 with MS Office Professional Plus
2010. The application development and support environment, including web
-
based, consists of
Microsoft 2008 R2 SQL database on Windows 2008 R2 (64
-
Bit) servers and Oracle database on
Unix
-
type platform. The prevalent to
ols used for development are Visual Basics, .Net products,
Cold Fusion, JavaScript, HTML and XML.

The
C
ontractor

must

implement and manage all of the IT Services listed
below
covering each of
the
locations listed above

and
must

provide AIO with an Informat
ion Technology (IT) Plan that
standardizes IT services

w
ithin each
location

yielding an orderly phase
-
in and transition.


C.
3

S
ATEMENT

OF WORK

Contract support coverage includes approximately 3,000 users, within the FAA for this effort
and includes ARC, ARP, ASH, and AST Lines of Business and Staff Offices (LOB/SOs) at
Headquarters and Regional Office (RO) locations for AIO, ARC, ARP, ASH, AST, A
HR, ACR
and AGC.
The contractor must provide qualified personnel to perform ongoing IT support
services for
FAA’s

enterprise computing environment
described above
. If ordered, the contractor
must manage, maintain, and support
FAA’s Non
-
NAS

Networks, PCs,
applications/systems,
security, and end
-
users for Headquarters and all Regional Offices identified in Section C.1. The
contractor must provide same services to District Offices and satellite locations which are in
close proximity to the offices identified
in Section C.1. The work may also include providing
national support across all other FAA Lines of Business and Staff Offices (LOB/SOs).


The
Contractor must

provide
the following list of
support
services:
Helpdesk Support (that
includes
a
Centralized Cal
l

S
ervice
with a 1
-
800 number
)
,
Desktop Support, Email Support,
Network Administration, Infrastructure Support, Asset Management, Webcasting, Blackberry
Support, Disaster Recovery, Internet Access Point (IAP), Information Technology Acquisitions,
Internal
Communications Service, Windows Software Update and Patch Security, Video Relay

3


Service, Computer Based Training, Video Teleconferencing, Event Monitoring, Network
Monitoring and Server Virtualization.


C.
4

TASK STATEMENT

The

support services listed in C.4
are

defined below
:

C.
4
.1

Helpdesk Support (Centralized Call Service 1
-
800 number)

The Helpdesk Support involves support of approximately 3,000 users. The Contractor must
establish a Centralized Call Service and must provide a 1
-
800 number for customers to call for
support. The Contractor must be capable of resolving most, if not all, i
ncidents over the phone.
The Contractor must provide and organizational structure
Call
C
enter operations. This
requirement is for 6am
-
7pm EST, 6am
-
6pm CST, 6am
-
6pm MST, and 6am
-
6pm PST, Monday
through Friday operation. The Helpdesk Support is defined as
T
ier 1 Support
. The Helpdesk
Support staff assists customers experiencing problems with accessing or using computer
resources. The Helpdesk Support resolves routine and minor technical problems related to
workstation and Local Area Network, and exercises ju
dgment in escalating problems/issues to
technical personnel. Work requires documenting calls using automated infrastructure
management/ticketing software, currently REMEDY. The Helpdesk Support monitor and report
on systems’ operational status. The Helpdes
k Support participates in maintaining Standard
Operating Procedures (SOP). Level 1 support will be required to monitor server and network
status.


In support of the Helpdesk function, t
he Contractor must perform the following activities:



Monitoring call

queues (email, web chat and phone);



Answer phones promptly;



Exhibiting courteous, professional behavior when dealing with customers; and



Utilizing the Knowledge Base (part of the REMEDY tool suite);



Assessing the problem / request;



Accessing desktops
remotely, when necessary:



Making repairs;



Escalating call to experts or Level 2 technicians;



Documenting findings and actions; and



Keep users apprised of incident and resolution status per AIO guidance



Track
and provide metric for r
esponse time for all
service requests



Track
and provide metric for r
esolution of all service requests



Track and p
rovide
metric for
customer satisfaction rating



Track
and provide metric for c
all center average speed to answer of 15 seconds or less for
telephone service requests



Track
and provide metric for c
all center live answer rate



Track and provide metric
Number of calls abandoned



Track and provide metric
Number of service restorations on first call



Track and provide metric
Number of incidents reopened



4


C.
4
.2

Desktop Support

(Local User Support)

Desktop Support includes local support and is defined as
Tier 2
and Tier 3
Support
. This
requirement is for users with multiple desktop/laptops and infrastructure configurations. Tier 2
and Tier 3 s
upport will reside onsite

at the
Regional Offices listed in section C.1
.
District Offices
may require travel to resolve complex user incidents. In support of this subtask, contractor
personnel may be required to travel.


C.
4
.2.1
TIER 2 Support:

The Contractor must perform installations
and configuration
management, ensurin
g all systems performs acceptable
. The Contractor must trouble shoot issues
for customers to ascertain whether the equipment being evaluated is performing correctly in
accordance with manufacturers published specificati
ons and performance metrics. The
Contractor must perform installations, configuration management, and ensure all systems
perform acceptably. The Contractor must provide detailed assistance in maintenance,
administration, monitoring, and management of per
sonal computer software. The Contractor
must assist in improving IT performance by conducting detailed comparisons of various office
automation concepts. Desktop support technicians must provide management with status of
projects, problems or other outst
anding issues. The Contractor must maintain local area network
security. Level 2/Tier 2 Support includes some of the same requirements as level 1 support, but
also includes:



Assessing escalated incidents; and



Accessing desktops remotely, when necessary;



Taking appropriate action



Resolving problems and restore service;



Escalating calls to Tier 3 (experts)



Making arrangements to visit the user;




Making desk
-
side visits and taking necessary actions to resolve issues;



Documenting findings and actions taken f
or file;



Keeping users appraised of incident and resolution status per AIO guidance.


If Tier 2 incidents can’t be resolved,

the Contractor must refer the incident to the next support
level which involves referring the issue to
Tier 3 Support
for route
-
cau
se analysis and trouble
shooting.


C.
4
.2.2
TIER
3

SUPPORT:

Tier

3

Supp
o
rt is defined as Problem Management. The Contractor
must provide
complex route
-
cause analysis and trouble shooting. Problem Management looks for
the root
-
cause of a problem and seeks to affect the removal of the fault underlying the Problem
from the IT infrastructure with FAA. Problem Management has users with multiple

desktop and
infrastructure configurations. Some sites may require travel to resolve complex user incidents.
In support of this task
Contractor
personnel may be required to travel for tier 3 resolution.

The
Contractor

must be skilled in assessing all ty
pes of incidents (hardware and software related)
and have the technical expertise to either solve the particular incident or escalate the incident to
the appropriate technical support personnel. Contractor must serve as a primary point of contact
for chang
es admitted into the CM process, be responsible for scheduling and overall quality of
the change packages. Contractor must manage incidents in an organized and efficient manner.

5


Several incidents that have a common cause indicate the existence of a proble
m. Problem
management involves some degree of overlap in Level 2 and Level 3 support, therefore it
includes:



Providing incident resolution (part of the Incident Lifecycle)



Providing root cause analysis and review for known errors



Proposing changes to
configuration items using the CM process (to mitigate or remove
the error/failure)



Providing work
-
around of a temporary or permanent nature (depending on the analysis).



Providing management reports using historical data and trend analysis


The Contractor m
ust provide help desk support standard network software and applications
. The
list of software and applications includes but is not limited to the following
:




Adobe Acrobat



Apache



Archibus



AutoCad



C and C++




CiscoWorks



Citrix Metaframe



Cold Fusion / Cold Fusion Studio



Dreamweaver



HTML



IBM
-
compatible microcomputers



Java and J++



Java Script



Lotus Domino, Notes, Sametime,



McAfee Antivirus, Antispyware, and
ePolicy Orchestrator



Microsoft Office



Microsoft Project



Microsoft Visio



Microsoft SharePoint and .Net
environments



Microsoft Systems Management
Server



System Center Configuration
Manager



Microsoft Visual Basic



MS Enterprise Manager



MS Query Analyser



MS SourceSafe



MS SQL Server



MS
-
IIS




Natural



Network (LAN)



NS Elite



Oracle



Orion Solar Winds



PC Local Area Network (LAN)



Solaris



SQL



SQL Servers, including Microsoft
SQL Server



Various IBM Terminal Emulator
software



VMWare ESXi



Web ISM Services



Windows 2003



Windows XP



Win zip



XML



Procurement and Budget
(PRISM/DELPHI)



Implemented GOTS

Application

C.
4
.3

EMAIL SUPPORT

The Email Support service provides internal FAA and external email capability utilizing the
Lotus Notes email client/server system.
The contractor must:


6



a)

Manages Lotu
s Notes Mail mailing lists for FAA

and supported organizations


adding
and deleting names

b)

Coordinates user additions, moves, and/or changes for mail accounts within the supported
network environments

c)

Troubleshoots and resolves client software

problems

d)

Coordinates/escalates problem resolution of host related issues to Regional and/or
National support entities

e)

Coordinates all upgrades to the electronic mail application for the
supported network
environments

with the Regional and National support

entities.

f)

Attend Technical Exchange Meetings with other electronic mail administrators and
support staff to maintain connectivity with the FAA electronic mail infrastructure

g)

Manage future messaging systems


FAA is in the process of converting to a cloud s
olution for email. The Contractor is expected to
also support the future email system.


C.
4
.4
NETWORK ADMINISTRATI
ON


The Network Administration service ensures that the LAN

IT Network’s overall integrity, server
deployment, security, and connectivity throughout the LAN/WAN infrastructure meet the
organization’s network level of hierarchy.

The contractor must:


a)

Troubleshoot client connectivity issues by checking network connection in the telephone
closets and coordinating issues.

b)

Troubleshoot hardware and/or software problems on the supported LAN infrastructures.

c)

Plan and implement hardware and software upgrade
s for supported LAN.

d)

Manage network user accounts on supported LAN environments (creating/deleting users,
adding users to groups and assigning script files).

e)

Be responsible for backups on the supported LAN environments, and restore files as
necessary.

f)

M
onitor disk space on the supported LAN environments to ensure that they are not below
the 10% threshold on disk space on any volume and/or drive.

g)

Maintain and monitor remote access hosts and accounts.

h)

Coordinate Anti
-
Virus upgrades for supported LAN envi
ronments. Be responsible for
testing new installs and preparing automated installs. Coordinate upgrades with the
Internet team for availability and dissemination of the
anti
-
virus

software.

i)

Perform network
-
based detection of viruses and unauthorized softw
are to
counter/eliminate/control access to LAN/WAN.

j)

Perform and coordinate network communications maintenance to resolve data
communication problems. Develop, update, and maintain, and ensure compliance with
SOP’s, user items, system design documentation,

and technical support plans.

k)

Perform daily morning checks of the supported LAN environments.

l)

Prepare monthly metrics for the supported LAN environments. This includes system
availability, reliability, utilization, and storage capacity statistics.

m)

Track

and document changes as required by COR to the network infrastructure.



7


C.
4
.5
INFRASTRUCTURE SUPPO
RT



The Infrastructure Support service
(also known as
LAN TECHNICAL/NETWORK
OPERATIONS SUPPORT
)
provides the FAA Regional/Center network and backbone that
connects all workstations, servers, switches and routers providing data communications to all
FAA offices, the Internet and the Intranet through the use of Local Area Network (LAN), Wide
Area Network (WAN)/ Internet/ Intranet connectivity via the FAA’s Tel
ecommunications
Network
. The Contractor must:


a)

Install network and application software, to include all approved upgrades.

b)

Install network, workstation, and server hardware.

c)

Setup of standard network and workstation configuration files and logon scripts.

d)

Management of other national applications.

e)

Allocate file server space for network, application and user requirements. Provide
continuous monitoring to ensure efficient utili
zation and availability.

f)

Make required backups of file server applications and data. Recovering files and data in
accordance with appropriate contingency plans.

g)

Monitor traffic flows on the LAN including hubs and routers. Making required changes
to achie
ve optimal performance. Planning for necessary upgrades.

h)

Implement preventive and corrective actions to provide a secure network, including
servers and workstations, free from intrusions and viruses.

i)

Establish user and group identifiers, passwords and ap
propriate permissions for various
levels of access to file server applications and directories.

j)

Analyze network, server, and workstation hardware and software failures, diagnosis of
the causes and completion of necessary corrective actions to ensure netwo
rk remains
available.

k)

Maintain security measures per FAA security policies and procedures.

l)

Provide testing, installation, maintenance, management of configuration control, and
administration services for application software. The following is a represent
ative list but
is not limited to: Delphi, Castle, GovTrip, REGIS, CCMS, FPPS and ARCHIBUS.


C.
4
.6

CONFIGURATION MANAGEMENT

Configuration management requires a repertory of current documentation on network hardware,
software, and components. The Contracto
r must:

a)

Develop (if needed) and Update Network topology and addresses

b)

Update Component models, inventory Ids, specifications, locations, and system owners

c)

Develop and Update backup and recovery plans

d)

Develop, update, and test Continuity of Operations P
lan (COOP) and Business
Resumption Plan (BRP), as directed by
COR
.

e)

Attend coordination meetings between electronic mail administrators and the FAA’s
infrastructure support staff to maintain the interconnectivity security plans, profiles,
procedures and em
ployee guidelines

f)

Maintain inventory of Commercial Off The Shelf and Government Off The Shelf
software versions, copies, licenses, warranties, contacts and support

g)

Develop and update Standard Operating Procedures (SOP’s)for backup, recovery, logon,
start
up, and shutdown, system recovery and reoccurring problem resolution

h)

Analyze and perform File server directory structures and Disc Space Analysis


8


i)

Maintain a Help Inventory database and provide detailed reports on computer equipment
and excess inventory

j)

Maintain an automated system to coordinate and track all support facility requests for
assistance (all functional areas


as needed)

k)

Develop and maintain automated customer satisfaction questionnaire


The contractor must log and schedule maintenance requests on a priority basis. Any required
changes must follow the Change Control procedures and be verified and approved by appropriate
proper personnel. Configuration Management requires frequent coordinat
ion with other LAN
administrators in DOT and the FAA. Configuration Managers
must

attend all required quarterly
management and technical exchange meetings.


C.
4
.
7

ASSET MANAGEMENT

The
Contractor must
provide assistance in
Hardware and Software
asset
management including
procurement and location of the asset as it is placed in
-
service, recording the assets movement
between locations where it is used, and ultimately excessing the asset when it is no longer
needed
.

The Contractor must use, update and ma
intain the FAA inventory control tracking
system to ensure all hardware and software assets are properly accounted for by entering assets
into the inventory control tracking system known as the Automated Inventory Tracking System
(AITS) within 30 days of
C
OR

notification that equipment has been delivered. The
Contractor
must
produce reports as needed detailing current assets, and
must

compile information regarding
IT assets from acquisition documents, invoices, NSC and the FAA property system.
Requirements
include:

a)

Order receipt tracking

b)

Lifecycle tracking

c)

Removal and exchange tracking

d)

Maintain the Inventory Control System


C.
4
.
8

DOCUMENTATION SUPPORT

The Contractor must maintain and update all pertinent documentation for the supported LAN
components and in
frastructure as described herein, including, but not limited to, the following:
vendor COTS documentation; product specifications; site plans and topologies; systems
manuals, maintenance manuals, desktop application manuals, and administrator manuals;
syst
em/network design documentation; installation of network support equipment/software;
functional area SOP’s and performance metrics; vendor application documentation; testing,
quality assurance, contingency operations, backup, recovery, and restart procedur
es; and other
similar documents as determined by
FAA

personnel.

The documentation must be analyzed against the FAA Enterprise Architectures to ensure that all
appropriate documents are cross referenced and follow the appropriate format. In addition, the
c
ontractor
must

review all documentation to identify areas of functional and operational overlap
and identify these to AIO as opportunities for cost cutting.

Documentation must be maintained in a variety of methods including hard copy and electronic
copy,
as determined by the
COR
, to include, but not limited to, standard COTS applications
(word processing, spreadsheet, etc.), customized applications, databases, and residing on public
and private web sites, and Help Desk tracking software (GFE). The Contract
or
must

document

9


all Help Desk requests and their resolution in an accessible database, and backup the system on a
daily basis.


C.
4
.
9


OFFICE ADMINISTRATIVE SUPPORT

T
he contractor
must

provide support in the administrative areas such as inventory,
documentation, data entry and meeting support.


C.
4
.10

PROJECT/PROGRAM MANA
GEMENT

The contractor must provide project management support to ensure timely accomplishment of
the tasks contained herein. The contractor’s assigned Project Manager
must

meet with the AFN
Directors, Contracting Officer
Representative (CO
R) and other personnel
as needed to discuss
the contractor’s project management plan and communicate as needed to provide status of the
project. The contractor must provide weekly status reports. Any changes to the established
project schedule
must

be submitted to t
he CO
R fo
r
review and approved by the CO
R and
Contracting Officer. The c
ontractor’s project manager, CO
R, and AFN Directors
will review
progress and identify any required corrective actions.


The Contracting Officer
(CO)
must

approve any changes of key contractor
personnel during the
life of the contract. Résumés of proposed contractor personnel must be submitted to the
Contracting Officer for approval.


C.
4
.11

R
EVIEW
P
ERIOD FOR
D
ELIVERABLE
P
RODUCTS

The Government
will

have ten (10) working days to complete the review of the deliverable. If
deficiencies are found, the Contractor will be notified and
will

have five (5) working days to
correct the deficiencies at no additional cost to the Government.

Deliverables submit
ted on this
contract become the property of the Government.



C.
4
.12

QUALITY ASSURANCE

The contractor
must

provide a

weekly status report to the CO
R and
AFN

Personnel
. The report
must

cover activities of the contractor for the previous week and projecti
on for the next 2 weeks.
Any problems or concerns should be ou
tlined in the document. The CO
R will discuss technical
problems with the contractor. At a minimum, monthly meetings will be held with the
AFN

Directors and the CO
R to review the project sched
ule and discuss any issues requiring resolution
relating to this project.