Attachment A Draft Performance Work Statement. Table of Contents

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C.1 BACKGROUND

The Office of Information and Technology (AIT) is responsible for IT services within the FAA, apart from IT services related to the National Airspace System (NAS). These services include Helpdesk and Deskside support for AIT internal resources, FAA customers (Government employees, contractors, and certain designated external stakeholders), and external customers to the FAA organization to support networks and systems that include: Local area networks (LAN); Wide Area Network (WAN); peripheral devices; End User devices including, but not limited to, desktops, laptops, tablets, cellular mobile devices; printers, scanners, multi-function devices; general office automation and collaboration software; FAA-specific software; electronic messaging system; program office (program management) technical support; training support, and; special projects support.

The AIT organization requires support for the following types of services: •Service Desk (Helpdesk and Deskside support)

•IT Asset Management and Support •IT Training

•Other Services and Project Support

The approximate demographic and infrastructure information associated with the services listed above is as follows:

•Internal customers:

oApproximately 50,000+ internal customers geographically dispersed in approximately 900+ FAA facilities at CONUS and OCONUS locations.

oApproximately 50,000 tickets per month across as many as 60 or more IT services or products. •External customers:

oApproximately 1,000,000+ external customers geographically dispersed across the world who access or utilize FAA safety systems.

oLimited support needs (e.g. application password resets) accounting for approximately 5,000 tickets per month.

•Client and Back-End Infrastructure assets (all numbers listed below are approximate): o55,000+ laptops/desktops (Technology Refresh every four years - 25% per year) o21,000+ mobile cellular devices including smartphones, tablets, MiFi’s, and Air Cards

(Technology Refresh varies based on device)

o7,600+ Network Printers (with scheduled Technology Refresh) o10,000+ Desktop Printers

o7,000+ Network Infrastructure components including switches, routers, servers, and appliances (Technology Refresh varies based on component)

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• The FAA’s present operating model with regard to IT Asset Management is that the FAA owns and manages the Client and Back-End Infrastructure assets listed above. Currently, a mix of federal and contractor staff manage these assets.

• The existing AIT helpdesk utilizes a Remedy ticketing system.

C.2 GOALS AND OBJECTIVES

C.2.A Goals

The primary goal of this contract is to improve FAA customer satisfaction through improvements in “the customer experience”, or the customers’ end-to-end journey through incident/request resolution. To improve the customer experience, it is expected that the contractor will improve existing IT processes and/or introduce new IT strategies that include, but are not limited to, the following:

• Reduce and integrate the touchpoints (number of hand-offs) between IT services.

• Better inform/update the customer through user preferred communication methods (email, voicemail, or chat) as to expected incident resolution time.

• Further the migration of incident resolution to lower cost channels (right to left, e.g. Tier 3/Tier 2 to Tier 1/Tier 0, ticket resolution) while providing options that balance unique customer

preferences for Service Desk contact (phone, email, chat, or Self Help).

• Deliver IT services in a consistent and professional manner that are seamless and transparent to the customer.

C.2.B. Objectives

The objective of this Performance Work Statement (PWS) is for the Contractor to provide high-quality, user-focused technical support services to AIT and its internal and external customers. The Contractor must provide an organizational structure that provides for Service Desk services which include Helpdesk and Deskside support, and may include services such as IT Asset Management and Support, IT Training, Special Projects, and other specialized enterprise infrastructure services as directed by AIT.

AIT expects that the Contractor will bring industry best practices and mature services to all the service options which are implemented within the contract. This requires that the Contractor be flexible and capable of adapting to the FAA’s, and AIT’s, changes; able to improve the IT environment and services; and able to propose and implement opportunities for modernization.

Additional objectives are:

•Increase the efficiency and effectiveness of Service Center personnel through the realignment of resources from dedicated geographic centric support to a support model that emphasizes remote solutioning and/or tech dispatch as needed.

•Improve AIT’s organizational performance through enhanced end user service, response time, and overall technology service delivery.

•Continuously seek ways to incorporate innovative and emerging technologies that will improve mission performance as business requirements change.

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• Improve Service Center data collection and reporting to support continuous improvement for AIT and FAA business needs.

AIT expects to implement the Service Desk service upon contract award with some or all of the remaining services being implemented over the next two to three years to minimize disruption to customers and to afford ample time to plan any transitional/implementation tasks. Some of the services described in the scope of work are optional and will be notated as such.

The FAA currently utilizes a combination of federal and contractor personnel to maximize the broad range and quantity of skills needed to perform enterprise level information technology projects. This vehicle will provide enhanced capabilities and skills targeted to the FAA’s IT services listed above and will also include the ability for AIT to access additional skills for specific programs/projects/operations when needed.

C.3 SCOPE OF WORK

This contract will provide FAA’s AIT organization with a broad range of IT support services to include, but not limited to, the following key services: Service Desk, IT Asset Management, and Training. Due to the changing nature of the IT industry, FAA’s business needs, and the Aviation Industry, AIT requires an experienced contractor capable of providing support services which are dynamic, responsive and well prepared to introduce new methodologies to keep the FAA positioned for success. Within the broader scope of this contract, the Contractor must support all Continental United States (CONUS) and Outside Continental United States (OCONUS, or International) FAA facilities (Exhibit 01) and all FAA employees, external users and customers on a 24 hours x 7 days x 365 year basis. Detail describing the level of support required will be provided at the task order level.

C.3.A. ENTERPRISE INFORMATION TECHNOLOGY SUPPORT

The Contractor must provide resources capable of performing the necessary IT functions in response to technical program and project requirements presented by the FAA via task order requirements

documents. The IT functional area supports a broad program/project base, covering a variety of enterprise level infrastructure services, and a wide range of IT sub-areas.

The Contractor must provide capability and experience relating to existing technologies and

methodologies that address the required contract services as well as the integration of these services to provide seamless support, improved performance, and continuous improvement in customer

satisfaction. The contractor must keep up with new technologies and methodologies related to the services being provided, make recommendations to the FAA about whether these new technologies and methodologies should be implemented for improvements in AIT’s Services, customers’ ability to conduct their day to day business activities, and customers’ satisfaction with their IT service. If the FAA

determines the recommendations are in the best interest of the Government, the contractor must work with AIT to implement these new technologies and methodologies. The following services are included as part of the ISC IT support requirement:

•Service Desk (Helpdesk & Deskside support) •IT Asset Management and Support

oClient Device IT Asset Management and Support

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oCellular/Wireless Device IT Asset Management and Support •IT Training

• Other Services and Project Support

The descriptions that follow outline general work requirements typical in each sub-area, not actual tasks. Specific work requirements will be stated in individual task orders.

1. Service Desk (Help Desk & Deskside Support) Services

To successfully support requirements in this area, the Contractor must have the ability to provide a Service Desk single point of contact (SPOC) for Help Desk and Deskside Support Services with end to end ownership (e.g., logging, tracking, resolution and reporting) of Service Desk incidents and service

requests, including escalation to specialists through a defined process including the Contractor’s primary resources, third parties such as hardware and software suppliers and other third-party service providers, as well as FAA’s internal technical support resources. The Contractor’s Service Desk is expected to provide knowledge transfer from support groups, in the form of knowledge documents, to the Contractor’s service desk. The Service Desk is also expected to provide a self-help solution, as an important process to support FAA’s objective of furthering the migration of incident resolution to lower cost channels (“right to left” ticket resolution). The Contractor must ensure that all service requests and incident reports generated by contact between FAA internal customers or external stakeholders and the Contractor’s Service Desk/Helpdesk and/or Deskside support operations are tracked and actively

monitored and managed by the Contractor. In this area, the Contractor must have capabilities including, but not limited to; recommending Service Request and Incident Management procedures; end-to-end incident identification, escalation, and resolution; verifying acceptance of services to confirm results and level of customer satisfaction; using incident management tool(s) to receive, track, resolve, and monitor to closure end user and technical staff calls; troubleshooting incidents; documenting solutions to resolved incidents in a knowledge database, and; reviewing recurring incidents that meet defined criteria for root cause analysis.

a) Help Desk Support

To successfully support requirements in this area, the Contractor must have the ability to support, maintain, manage, and administer help desk services for end-users of the FAA

infrastructure and systems. In this area, the Contractor must have capabilities including, but not limited to; operating and managing the performance of a full-featured Service Desk to handle calls related to incidents, requests, or inquiries about problems with computing resources, software applications, databases, and/or systems that require up to continual 24x7 support; establishing, using, and maintaining automated system(s) for recording, tracking, and reporting of all calls and subsequent resolutions; providing status reports on all related activities;

developing, updating, and maintaining policies, procedures and documentation for service desk operations in conformance with documentation standards; providing end-user follow-up on all appropriate calls to confirm and document problem resolution with an expectation of

ownership of all calls from initiation to final resolution; and providing guidance and recommendations on new service desk technologies.

To successfully support requirements in this area, the Contractor must have the ability to support all FAA issued hardware (with potential limited support of end-user owned equipment, e.g. employees accessing Outlook Web App from a personal device) including all FAA issued personal computing devices/systems (including but not limited to desktop, workstation, laptop,

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tablet and all mobile computing devices) along with all associated FAA issued peripheral devices (including but not limited to monitors, docking stations, electronic storage devices (CD/DVD, USB, etc.), multi-functional devices, printers, and scanners). Support for software will include, but is not limited to, support of operating systems, office automation and productivity

applications, antivirus products, messaging and collaboration software, connectivity software, and utilities that provide functionality to the above-mentioned hardware resources.

b) Deskside Support

Deskside Support skill sets required are expected to be the equivalent of the skill set required by the Service Desk Support. Additional requirements will include physical abilities (e.g. capability to unpack, lift, repack and transport equipment up to a certain weight) and other skills and abilities to effectively support the “physical” demands of providing support to an individual or group of individuals at a work, conference, or meeting location within an office or at an outdoor location (Outdoor Aviation Event).

Deskside support will be provided to FAA facilities and work locations as ordered by the FAA and is not expected to be provided at all locations.

2. IT Asset Management and Support Services

AIT may implement an IT Asset Management and Support (ITAMS) service with three distinct sub-services which will vary in expectations, objectives and implementation.

To successfully support requirements in this area, the Contractor must have the ability for supporting pre-procurement activities, configuring, delivering, maintaining, supporting, and decommissioning of IT assets, including, but not limited to, hardware and software. Varying levels of coverage will be required, ranging from support during “traditional” work hours (7 a.m. to 5 p.m. local time, five days per week) to continuous 24-hours-per-day, seven-days-per-week, 365-days-per-year (24x7x365) support. Individual services listed below may be phased in over months or years and will have varying requirements. The Government will fund and hold title to all assets.

a) Client Device IT Asset Management and Support

To successfully support requirements in this area, skill sets are required for supporting pre-procurement activities, configuring, deploying, maintaining, tracking, and decommissioning of IT hardware and software. Assets vary by organization and may include enterprise class and server-based systems in a clustered or distributed network, special purpose computer systems, and application development hardware/software platforms. Typical activities in this area will require skill sets appropriate to support tasks to include, but are not limited to:

•Supporting pre-procurement activities, configuring, delivering, maintaining, supporting, and decommissioning of assets;

•Providing up to 24x7x365 operations support of the IT assets;

•Providing support for operations during “operator-unattended” mode for operations that are not 24x7x365

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• Installing and configuring new systems with the required operating system and application software and databases;

• Coordinating networking, security, and application system issues with the respective technical staff contacts prior to connection to the network;

• Training and cross-training technical support staff in the essentials of the various system configurations as well as associated subsystems;

• Testing and implementing new versions of host operating systems, system software, data patches, and security patches;

• Monitoring system performance through the use of innovative tools such as dashboards; • Identifying system bottlenecks or abnormalities and offering suggestions for improving

system performance;

• Initiating remedial hardware/software maintenance actions and initiating failure recovery procedures when failures occur or there are indications of impending failure;

• Ensuring file integrity through the performance of daily/weekly/monthly back-up, fail-safe, and file recovery procedures based on Standard Operating Procedures (SOPs); • Implementing physical and information security and safety procedures and revising the

procedures when new policies are issued;

• Making recommendations to enhance reliability and availability to end users and to reduce operating costs;

• Operating and maintaining peripheral subsystem equipment; • Maintaining logs and records;

• Administering procedures for establishing and terminating institutional system user accounts and associated privileges;

• Establishing system/user authenticators and allocating systems resources;

• Performing daily monitoring of systems activity to ensure that the integrity of systems use is maintained in accordance with the FAA’s IT security policies and procedures; and, • Establishing preventive maintenance schedules and ensuring that preventive maintenance

schedules are met (to include performing technical refreshes of IT assets). b) Back-End Infrastructure IT Asset Management & Support

To successfully support requirements in this area, the Contractor must have the ability for supporting pre-procurement activities, configuring, deploying, tracking, maintaining, and decommissioning of IT hardware and software. Assets vary by organization and may include enterprise class and server-based systems in a clustered or distributed network, special purpose computer systems, application development hardware/software platforms, and web/application servers. Typical activities in this area will require skill sets appropriate to support tasks to include, but are not limited to:

• Supporting pre-procurement activities, configuring, delivering, maintaining, supporting, and decommissioning of assets;

• Providing up to 24x7x365 operations support of the IT assets;

• Providing support for operations during “operator-unattended” mode for operations that are not 24x7x365;

• Installing and configuring new system platform acquisitions with the required operating system and application software and databases;

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• Coordinating networking, security, and application system issues with the respective technical staff contacts prior to connection to the network;

• Training and cross-training technical support staff in the essentials of the various system configurations as well as their associated subsystems;

• Testing and implementing new versions of host operating systems, system software, data patches, and security patches;

• Monitoring system performance through the use of innovative tools such as dashboards; • Identifying system bottlenecks or abnormalities and offering suggestions for improving

system performance;

• Initiating remedial hardware/software maintenance actions and initiating failure recovery procedures when failures occur or there are indications of impending failure;

• Ensuring file integrity through the performance of daily/weekly/monthly back-up, fail-safe, and file recovery procedures based on Standard Operating Procedures (SOPs); • Implementing physical and information security and safety procedures and revising the

procedures when new policies are issued;

• Making recommendations to enhance reliability and availability to end users and reduce operating costs;

• Operating and maintaining peripheral subsystem equipment; • Maintaining logs and records;

• Maintaining, managing, and controlling a data media library for the storage of essential file back-ups both at on-/off-site locations in accordance with the FAA’s policies; • Administering procedures for establishing and terminating institutional system user

accounts and associated privileges;

• Establishing system/user authenticators and allocating systems resources;

• Performing daily monitoring of systems activity to ensure that the integrity of systems use is maintained in accordance with the FAA’s IT security policies and procedures; and, • Establishing preventive maintenance schedules and ensuring that preventive maintenance

schedules are met (to include performing technical refreshes of IT assets). c) Cellular/Wireless Device IT Asset Management & Support

To successfully support requirements in this area, skill sets are required to support the delivery of Cellular-Wireless Mobile Services which provide FAA end-users access to cellular service providers including, but not limited to, Verizon, AT&T, and Sprint. The Contractor will enable FAA end-users with mobile connectivity (cellular, wireless, and/or any other connectivity offered by the FAA authorized vendors) through the support of pre-procurement activities ,

configuration, deployment, management, tracking, maintenance, and decommissioning of all mobile computing devices offered through this service. The Government is responsible for funding service plans and assets. The Contractor will support the FAA’s negotiations for wireless contracts. The vendor's pre-procurement responsibilities with respect to Cellular/Wireless IT Asset Management and Support include providing recommendations on the Cellular contract strategy, administration of pre-procurement documentation, vendor management, billing management, billing audit, administering voice/data plan minutes and rate, and submission of Cellular invoices for payment. The contractor will also confirm through regularly conducted market research that the service is being provided with the maximum discounts offered, based on current market conditions, given the scope, use and features the FAA has acquired.

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The Cellular/Wireless Mobile Service will also address/support/deliver: • “Loaner” mobile devices

• International Services activations as necessary per individual FAA user • Broadband/Modem Internet Service

• GPS service

• Push to Talk Service, as ordered by the FAA

• Wireless Priority Service (WPS), as requested by the FAA • Government approved Mobile accessories

• New devices (tech refresh) every three years or sooner, as requested by the FAA • Replacement devices (break fix) as required consistent with FAA processes and

procedures

3. IT Training

AIT may also implement a Training service with various sub-services, with various objectives and implementation schedule requirements. The objective of these subservices is to improve the skill level of FAA customers while reducing calls to the service desk. Special emphasis will be placed on the Just-In-Time/How-To (JIT/HO) service.

To successfully support requirements in this area, skill sets are required to support the delivery of training to FAA end-users in a timely efficient manner to meet end-users needs. Training services provided by the contractor may take many forms and are expected to be divided into two groups, (1) training provided as a base service to all FAA end-users and (2) training provided as an individual service for one or more FAA organizations. Training services within each group may or may not be deployed on a staggered basis (e.g. not all base service training options need to be implemented at the same time). The following table represents one possible option for the structure of Training Services:

Delivery Type _ServiceBase Individual Comment

Just-In-Time / How-To

(JIT/HO) X Accessible as a seamless hand-off from any of the Service Desk tiers, on-call intermediate and advanced level support for Enterprise Commercial Off the Shelf (COTS) software; usually lasting 10 – 20 minutes. The objective of the JIT/HT support is to address the immediate need of the customer while developing customer proficiency and skills.

Self-Serve/Help* X

On-Line Self-Paced* X

Instructor Lead* X Remote Learning or Site Based Options

*Within each of these types of training, the course content may vary from training on specific functions or groups of functions to an overview course covering the software’s functionality.

The course content options (full course, topic specific) and variety of delivery type will be determined prior to the training task order being implemented. The scope of the content will be limited to COTS

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software including, but not limited to, office software suites (word processing, spreadsheet,

presentation software, etc.) and common FAA end-user applications (MS SharePoint, Adobe Acrobat, Visio, etc.) being widely used by FAA organizations. Training content is not intended to include FAA Safety and Custom Applications.

The JIT/HO training services may be delivered as an extension of the Service Desk Support service due to the unique nature of the support, i.e. the end-user calling the service desk and the JIT/HO service being provided as a result of a seamless hand-off from the Service Desk. This training service would not be initially implemented with the Service Desk but could be activated at a later time and would be provided to all FAA end-users as a base service (unlike the other training services which may be activated by individual organizations).

4. Other Services & Project Support

In support of these requirements, and in addition to specific project assistance, skill sets will be required to support tasks required for the assessment of new Information System Development methodologies and tools, new technologies, standards, and software and hardware for use in future system designs. Skills may also be required to include, but are not necessarily limited to, the following functions:

a) Information System Development Methodology Assessment

Appropriate skill sets must be provided to support the identification, assessment, development, and implementation of new and improved approaches to information strategic planning, return-on-investment analysis, and systems development and integration. New approaches are becoming available as a result of research and the availability of more powerful equipment, software, and group facilitation methods. Assessment and evaluation of these new approaches and industry best practices represent an essential capability within this area.

b) Technology Assessment

Appropriate skill sets must be provided to evaluate the emergence of new computer equipment and peripherals, enterprise communications systems, new operating systems, applications software, and other technologies (e.g., electronic commerce, object technology, smart cards, wireless (WiFi), access control and intrusion detection, virtual computing and cloud

technologies) plus technologies such as, but not limited to those highlighted in elsewhere in the PWS. These products are integral to the improvements of the enterprise. This will require skill sets appropriate for the assessment and evaluation of new products and methods of technology application, including technology directions relevant to the FAA’s projects.

Skills may be required appropriate for successfully supporting technology insertion and enabling technologies, radio frequency identification devices (RFID); smart cards; card readers/terminals; and integration and customized services such as cameras, monitors, displays and peripherals, access control technologies, video recognition technologies, biometrics, and other data carrier and associated acquisition devices. Appropriate skill sets may also be required to successfully support analyzing, designing, and deploying virtualized server environments, and analyzing and specifying requirements for “cloud computing” as well as potential trade off analysis between these approaches.

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c) Standards Assessment

Appropriate skill sets will be required to successfully support the development of scalable, evolutionary systems in which the risk of obsolescence is minimized. This development approach requires the assessment of and adherence to a wide variety of standards, including, but not limited to, the digital interchange of text, image, audio, video, voice, and traditional data; general purpose multi-user operating systems; and digital communications. This may require support to interpret and apply existing and emerging standards, including analysis and documentation to support standards development.

d) Artificial Intelligence (AI)/Expert Systems Support

Projects at the FAA may increasingly consider the application of AI as a means of meeting project requirements. Expert systems, voice recognition, semantic inference, virtual reality, and robotics capabilities are in greater and greater demand. In this area, appropriate skill sets may be required to successfully support determining the feasibility of using AI approaches in customer applications (e.g., distribution, incident management services, and asset management).

e) Data Management Support

Projects at the FAA increasingly deal with the storage and dissemination of large quantities of data at remote locations. Regardless of physical location of information, it is essential that organizations have full access to data. Database technology is approaching the capability of providing full

database services over a dispersed heterogeneous network of computers. As this technology becomes available, its application to projects may be a high priority. Under this area, technical support is needed to determine the concepts, applications, and methodologies for distributing information.

For information distribution and warehousing, data management support may be required,

including requirements analysis, and design, development, installation, operation, and maintenance of data warehousing systems, decision support systems, and distributed databases. Technical services and database management support may be required in support of data collection, preparation, coding, transcription, entry, and processing. Data may be collected from a variety of sources, including interviews, documentation review, and electronic media

5. Surge Support

Surge requirements include greater than expected requirements/workload for existing services within the scope of Task Orders awarded. Normally, surge requirements are of short duration, from one to six months. An example of a surge requirement is additional help desk, network administration, or system maintenance support personnel required to handle temporarily or permanently increased workloads because of war, contingency, or increased support. Details of any surge requirement will be further defined and provided to the contractor via each task order.

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C.3.B CONTRACT MANAGEMENT

The Contractor must perform the necessary management and administration functions required for effective contract and task order performance. The Contractor must provide effective leadership, planning, management, quality control, direction, and supervision of work activities and personnel needed for effective performance. Required activities include, but are not limited to, technical

leadership, project management, financial and administrative management, and rapid staff recruitment and deployment. Detailed requirements will be specifically addressed at the task order level with reporting requirements detailed via a deliverables schedule

1. Technical Leadership and Staffing

The Contractor must provide contract-level guidance and oversight and add technical value and leadership to projects, ensuring excellence in all work performed in support of the FAA. The Contractor must demonstrate an understanding of the FAA’s project requirements and ensure that all FAA

requirements are met with appropriately skilled professionals. The Contractor must manage its workforce so that it is flexible enough to respond to changing project requirements with minimal downtime. The Contractor must provide a strong IT capability to support FAA projects (current and future), and establish effective communication mechanisms to define and document the FAA’s technical projects’ requirements. The Contractor must collaborate with the FAA to identify emerging

technologies and methodologies applicable to work performed, and maintain a highly qualified and motivated workforce to support the FAA.

2. Project Management

The Contractor must provide sound project planning and management capabilities and establish

processes for coordinating the activities and results across multi-disciplinary teams. The Contractor must provide accurate tracking, reporting, and visibility into the scope, schedule, deliverables, and resources supporting projects. The Contractor must be responsible for assuring project goals are met on time, within budget, and with high quality deliverables. The Contractor must maintain documented standards for tracking quality, definition of measures, and quality control procedures, and must establish policies to maintain effective configuration management control of projects.

3. Financial and Administrative Management

The Contractor must provide administrative support essential to meet overall contract and task order requirements. These services include, but are not limited to, managing travel, continuity of operations planning, asset management, IT security, storage and retrieval of sensitive material, and security clearances. The Contractor must, as applicable under task orders, provide IT security and administrative support essential to meet project requirements and ensure compliance with Federal policies, including Federal Desktop Core Configuration (FDCC), FISMA, the Chief Information Officer’s CIO Policies (CIOP), and the FAA’s IT policies.

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The contractor must provide complete, thorough, and accurate data collection and reporting on all services provided via this contract as defined by the FAA in each task order’s requirements. AIT expects to conduct regular and unplanned audits of data provided by the contractor.

C.3.C CONTRACT LOGISTICS

For planning purposes only, the milestones in the table below identify the Government’s projected timeframe for the services identified within this PWS. Outside of the minimum ordering quantity, work may be ordered from time to time, or at any time, in whole or in part based on the Government’s needs. If the Government decides to issue an order for additional support, the Government reserves the

unilateral right to place the initial order for services before or after the dates provided below. The minimum ordering amount will be placed at time of contract award. The Government has no obligation to order services beyond the minimum ordering amount.

Tasks will be invoked through award of a task order issued by the Contracting Officer. The Contractor will be provided 30-days from time of award of tasks to staff positions.

Service Expected Ordering Date

Service Desk At time of award as part of minimum ordering

requirement

IT Asset Management and Support During years 1-3 of the contract

IT Training During years 1-2 of the contract