STATEMENT OF WORK IT SERVICE DESK AND END-USER SUPPORT SERVICES

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1

Introduction ... 4

1.1 Purpose ... 4

1.2 Overview of Organization ... 4

1.3 Existing Technical Environment ... 4

1.4 Recognized Standards ... 5

1.5 Ongoing Changes to the Airports Authority Environment ... 5

2

Scope of Services ... 6

2.1 Introduction ... 6

2.2 Transition Services ... 6

2.2.1 Develop and Submit Transition Plan ... 7

2.2.2 Evaluate and Document Technical Infrastructure ... 7

2.2.3 Review/Update/Develop Procedures Manuals ... 8

2.2.4 Methods for Collecting Performance Data needed for Performance Standards ... 8

2.2.5 Transition Period Reporting ... 8

2.3 Base Services ... 8

2.3.1 Overall Performance Standards ... 9

2.3.2 Desktop Related Services – Services to be Provided and Standards... 9

2.3.2.1 Site Management ... 9

2.3.2.2 Desktop Support ... 12

2.3.2.3 Service Desk ... 14

2.3.2.4 Training Services ... 17

2.3.2.5 Desktop Testing Services ... 19

2.4 Supplemental Support Services ... 21

3

Contract Administration and Reporting Requirements ... 21

3.1 Contract Administration – Base and Supplemental Services ... 21

3.1.1 Contractor-Provided Resources ... 21

3.1.2 Required Hours of Operation for all Services ... 21

3.1.3 Location of Performance ... 22

3.1.4 Airports Authority-Provided Resources ... 22

3.2 Reporting Requirements ... 23

3.2.2 Program Management Reviews and Planning Meetings ... 24

4

Key Personnel ... 24

5

Summary of Contract Deliverables ... 24

5.1 Transition Services Period ... 24

5.2 Base Services Period ... 25

6

Appendices ... 26

Appendix 1 - Information Systems Departments Organization Charts ... 26

Appendix 2 - Airports Authority Technical Environment ... 27

Appendix 3 - Labor Categories and Skills for Proposed Staff ... 32

1 Introduction

1.1 Purpose

The Metropolitan Washington Airports Authority (Airports Authority) requires a Contractor with extensive expertise in offering professional and high quality end-user IT support, which includes the installation, operation and maintenance of IT user desktop hardware and software through Service-now service desk software. To that end, objectives of the Airports Authority’s IT department are to obtain a Contractor that:

x Provides professional, courteous, reliable, efficient, effective, and technologically advanced IT support that will meet or exceed customer requirements and expectations. Support includes processing both IT and non-IT related service requests. For non-IT requests, Contractor will provide relevant solution-oriented information; create tickets, and/or route calls to appropriate personnel.

x Benchmark, reviews, analyzes, and takes proactive measures to ensure that IT support remains cost effective and current with technological advances in the industry.

x Ensures quality service through the implementation of a standard service management and delivery framework, and through the use of associated processes such as ITIL (Information Technology Infrastructure Library).

x Monitors and reports on performance, costs of services, and customer satisfaction for products and services delivered throughout the life cycle of the contract. This includes the deployment of tools and dashboards that are readily available to the Airports Authority for analysis and review.

x Achieves and maintains compliance with the Airports Authority Information Security Standard (ISS) and other published policies and directives. (Reference Appendix 4).

1.2 Overview of Organization

The Airports Authority operates and maintains Washington Dulles International Airport, Ronald Reagan Washington National Airport (the Airports), Dulles Toll Road, and the construction of the Dulles Corridor Metrorail Project. The Airports Authority’s mission is to develop, promote and safely operate the airports, while continually striving to improve efficiency, customer service, and the level of air service offered.

The Airports Authority employs approximately 1450 people in a structure that includes central administration, airports management and operations, and police and fire departments. The Airports Authority operates from two major locations: Washington Dulles International Airport (Dulles) and Ronald Reagan Washington National Airport (National).

The Airports Authority Workstation and Servicedesk service support is provided by the IT Operations & Services Department 610). This department works closely with the other IT Information Systems (MA-600) departments to provide total IT services to the Airports. For additional information, about the Airports Authority Offerors are encouraged to visit the Airports Authority’s website at http://www.mwaa.com.

1.3 Existing

Technical

Environment

The existing information systems environment is composed of a standard tiered network that uses level three switching. This environment primarily utilizes CISCO switches. Across the network, multiple Windows 2008/2003 domains provide a variety of application services to Airports Authority users. Most desktop computers run Windows XP or Windows 7, although several continue to run earlier versions of Windows, due to legacy software that has not yet been modified to allow compatibility with newer platforms.

This continually evolving environment is currently managed and maintained by the Airport Authority’s Information Systems Departments, through a collaboration of Airports Authority and Contractor personnel. The current contracting company, AECOM, provides close to 80% of IT support and services to the Airports Authority. In this capacity, AECOM’s functions include Server, Database, Network, Website, Service desk and

End-user desktop support. This solicitation calls for a new contracting company to assume responsibility of the IT Service desk and End-user desktop support functions.

The Information Systems Department’s management and technical personnel, made up of both Airports Authority and Contractor personnel, from the IT TECHNICAL GROUP. This entity meets once every week to review and resolve technical issues that affect the Airports Authority’s network environment.

Routine updates and maintenance activities that require any services to be taken off-line are planned in advance with coordination and notification provided to the affected users. The third weekend of each month is reserved for such off-line activities.

Further information on the existing technical environment has been provided in Appendix 3 – Labor Categories and Skills for Proposed Staff.

Below is information relative to the Airports Authority Service Desk calls between December 2010 - August 2011:

Count of Incident Number Service Type: Incident

Time Period Incidents Open Incidents Closed # of PCs

Dec 2010- Feb 2011 2574 2542 1800

Mar 2011- May 2011 3521 3205 1900

Jun 2011- August 2011 9816* 8814* 1950

*Note: Jun – Aug 2011, Tickets count is up due to an ERP implementation. Average Tickets should approximate 5500 per Quarter.

1.4 Recognized

Standards

The Airports Authority Information Systems Departments strive to conform to the following recognized standards:

IT Operations & Services (MA-610)

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Additional standards that apply, as appropriate, across the Airports Authority include:

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1.5 Ongoing Changes to the Airports Authority Environment

At the time this document was developed, several projects were currently underway that will impact the Airports Authority technical environment. They include:

x Complete ITIL implementation using Service-now software including modules: a. Service Support

b. Service Desk

c. Incident Management d. Problem Management e. Change Management

f. Release Management g. Configuration Management h. Service Delivery i. SLA j. Capacity Management k. Asset Management x Windows 7 upgrade- On going

x Virtual Desktop Infrastructure (VDI) deployment a. Help select vendor

b. Install about 200 instances on VDI x Laptop Encryption

x Federal Desktop Core Configuration (FDCC) Initiative

x Development of specifications for a replacement of the Parking Control System at Ronald Reagan Washington National Airport (any new system will be likely to fall under the PCI DSS).

x Production support on newly implemented Enterprise Resource Planning (ERP) solution x Production support on newly implemented Geographic information system (GIS) solution

These projects are mentioned to provide Offerors with a sense of the dynamic nature of the IT Environment at the Airports Authority.

The Airports Authority has assumed responsibility of the Dulles Rail Project. At this time, the Dulles Rail Project receives IT support through separate contracts not managed by the Information Systems Departments. However, the Information Systems Departments have extended the Airports Authority network to the Dulles Rail Project offices at 1593 Spring Hill Road, Suite 300, Vienna, VA22182 where five (5) desktops are supported for the convenience of Airports Authority staff visiting this area.

2 Scope

of

Services

2.1 Introduction

This contract is for Desktop Support and Service Desk (DSSD) related services necessary to accomplish the objectives stated in 1.1 and as further detailed.

The services requested have been structured into three distinct areas: x Transition Services

x Base Services

x Supplemental Services

2.2 Transition

Services

The Airports Authority has specified a one month transition period for the selected Contractor to collect information, coordinate space requirements, implement the staffing plan, prepare the required reports (as described below), and develop recommendations for improving performance and reporting standards. This transition period will ensure a successful transition to the Base Services requirement section of the contract. The Transition Services period of performance will begin on the effective date of the contract and end one

month from that date. The start of the Base Services period of 1 year will be at the conclusion of the Transition Services period. Two (2) one-year options may be exercised at the discretion of the Airports Authority.

2.2.1

Develop and Submit Transition Plan

Within one week after the effective date of the contract, the Contractor will develop and submit for review by the Contracting Officer’s Technical Representative (COTR), an update of the transition plan included in the Offeror’s proposal. This updated transition plan shall address, at a minimum, the transition activities necessary for Desktop Support and Service Desk (DSSD) related support. The plan shall include a detailed description of transition activities, including, but not be limited to:

x Evaluation and documentation of the Airports Authority’s DSSD’s technical infrastructure x Evaluation and documentation of the Airports Authority’s IT space plan for DSSD

x Review of existing Standard Operational Procedures (SOPs) manuals related to DSSD x Development of additional SOPs

x Development of performance data collection methods for each performance standard x Transition period reporting

x Schedule of activities for DSSD preparation

x Explanation of approach to be used to ensure continued system stability during the transition period x Requirements for Airports Authority-furnished equipment, software, space, telecommunications and

services, including staff time

x For DSSD, the plan should at a minimum identify: o The start date for new Contractor personnel

o Instructional method to be used for Contractor personnel to learn the Airports Authority’s infrastructure, application systems, procedures, clients and practices

o Length of services overlap with existing Contractor personnel o Process for turnover of responsibilities

o Proposed timing for turnover of responsibilities

This updated plan shall not result in any change to the contract including pricing.

2.2.2

Evaluate and Document Technical Infrastructure

During the transition period, the Contractor shall undertake a comprehensive review and evaluation of the Airports Authority’s DSSD environment. The purpose of this task is to permit the Contractor to become familiar with the Airports Authority’s environment and collect the information and documentation necessary to ensure successful management, operation, and maintenance of the DSSD environment and applications. This review shall include an evaluation of:

x Existing DSSD architecture and technical infrastructure including dependencies on server/router/switch configurations, protocols, and startup parameters

x Existing business and support processes

x Standards, SOPs and current Airports Authority practices Orientation and training requirements x Hardware and software inventories within the DSSD

x Property assigned to individual Contractor personnel through DSSD x Assist with maintaining Equipment and software warranty status

The Contractor will develop and maintain a record of all Airports Authority property assigned through DSSD to individual Contractor personnel using Service-now software and / or Oracle ERP applications.

The Contractor will review and confirm the existing Airports Authority IT property inventory as described above. This will establish the IT property baseline. The Contractor will comply with all Airports Authority property

control procedures, and at the end of the transition period, the Contractor will be held responsible for the property identified in the IT baseline inventory. The Contractor will also be responsible for keeping property records accurate and current.

The Contractor shall provide a deliverable to the COTR that addresses its findings during this task, and identifies suggested improvements to systems, procedures and documentation requirements. This deliverable will be accompanied by an implementation plan for the suggested changes, which shall include and an estimate of the time and resources necessary for implementation.

Under no circumstances will the findings of this deliverable result in a change to the contract pricing or the schedule for the start of the Base Services period.

2.2.3

Review/Update/Develop Procedures Manuals

During the transition period, the Contractor will review current Airports Authority procedures related to DSSD and develop and submit to the COTR a recommended procedures manual for review. The Contractor is expected to draw upon the existing DSSD procedures, and its own existing documentation, to tailor a manual for the Airports Authority use. The submitted manual will contain SOPs for each Base Services area, including but not limited to:

x Desktop control and management

x Service Desk Guidelines, including an ERP Support and Guidance Manual

x Interfaces with existing Airports Authority property control procedures that include all IT property x Authorization and movement of IT equipment

x Maintenance of separate test and production environments (for DSSD only)

The procedures manuals will be updated and submitted periodically for approval by the Airports Authority’s COTR.

2.2.4

Methods for Collecting Performance Data needed for Performance Standards

Performance standards have been stated in following sections for each type of information technology operation or service.

The Contracting Officer (CO) and COTR will use the performance metrics specified in the following sections to ensure the quality of the services rendered. During the transition period, the Contractor will submit proposed data collection methods to efficiently and accurately collect performance data for each performance measure. Contractor will also propose a format for submitting a monthly performance report to the Vice President of the Office of Information Systems and Information and Telecommunications (Project COTR), on an on-going basis. This monthly report is to include performance scores for review.

2.2.5 Transition

Period

Reporting

The Contractor will submit weekly status reports to the CO and COTR during the transition period specifying progress to date on the transition plan, findings, problems encountered and resolutions, planned activities for the upcoming week.

2.3 Base

Services

The Base Services period (1 year) will start immediately following the one month Transition Services period. The Airports Authority’s DSSD environment shall be secure, reliable, responsive, transparent and easily accessible to authorized users at all times. When components fail, trained personnel using consistent

procedures shall, to the extent possible, preserve the integrity of data, restore services and minimize the impact on users.

The required technical services to be provided under Base Services are described in the following sections. Within each section, required routine operational functions and functions to be performed periodically are described. Performance standards and metrics are also stated in each section. The Contractor will be required, at a minimum, to meet the “Acceptable” performance standard listed in each section.

Required Services are further divided into the following groups: x Desktop support environment including SITE Management x Service Desk support

x Training support

2.3.1

Overall Performance Standards

In addition to the performance standards and metrics described in following sections for specific technical services, the Contractor will be required to meet broad performance standards that cut across service areas, or that relate to DSSD Services taken as a whole. These are listed in the following table.

Objective Metric Description Target Performance Standard Acceptable Performance Standard Contract Management: Reporting

Reports as required in the SOW are complete, accurate and on time

100% of the time 95% of the time

Contract Management: Cost Control

Resources are managed to provide planned levels of service within planned cost

100% of the time 100% of the time

Contract Management: Cost Control

Supplemental Services Resources are managed to provide planned levels of service within planned cost

100% of the time 95% of the time

Contract Management: Personnel

Trained back-up personnel are available on-site, so that adequate coverage is maintained for all technical , even with personnel absence or turn-over

100% of the time, measured monthly.

95% of the time, measured monthly

Contract Management: Billing

Invoices are accurate and provide the necessary level of supporting detail (e.g. no corrections made).

100% of the time 95% of the time

Contract Management: Maintenance of Technical Proficiencies

Support staff are routinely provided technical training to maintain up-to-date technical proficiencies

3.33 avg. hrs. of training per contractor employee per month.

3.00 avg. hours of training per contractor employee per month.

2.3.2

Desktop Related Services – Services to be Provided and Standards

2.3.2.1 Site

Management

Customer interaction is critical to excellent performance under this contract. Thus, end-user services are a key focus area. Much of how the customer views the success of this task will be dependent upon how the Contractor interfaces with the end-user, and how satisfied end-users are with the support services provided.

2.3.2.1.1 Required Services

The Contractor will provide qualified staff and provide management support for personnel assigned to work at National, Dulles, and in the Corporate Office Building. The Contractor will be expected to make day-to-day decisions concerning the delivery of DSSD services to Airports Authority Departments within guidelines provided by the Airports Authority. The support will include, but not be limited to:

Routine support, including:

x Attaining the performance standards described in the following section

x Maintaining regular contact with IT customers at National, Dulles and the Corporate Office Building o Identifying and remediating all issues and problems that may arise

o Identifying and planning for new facilities and applications o Coordinating contact with other areas of IT, as needed

x Maintaining regular contact with user Department Management and other Airports Authority Management Personnel

o Identifying and remediating all issues and problems that may arise o Identifying and planning for new facilities and applications

o Coordinating contact with other areas of IT, as needed

x Assisting in the preparation and installation of new office IT equipment, relocating sites and or individual users, implementation of data and voice requirements, and integrating systems. Support may include arranging or conducting, as appropriate: site surveys; site preparation; equipment / software purchase and installation; equipment / software de-installation; integration services; and inventory updating for DSSD.

x Identifying and coordinating the resolution of any issues involving the delivery of DSSD services x Identifying and initiating requests for wiring services, as needed

x Coordinating the planning and development of scope for user initiated projects (pass larger projects on to IT Project Management Group)

x Supervising Desktop Support Technicians

o Planning and coordinating assignment of work o Providing training and technical guidance

o Enforcing Airports Authority SOPs, Policies, and Technical Directives

x Providing supervision, guidance and coordination activities of other IT support personnel assigned to the Site

x Managing resources to perform assigned projects and tasks

x Maintaining a minimum inventory of spare parts (keyboards, mice, etc.) and records of their source and usage

x Enforcing Airports Authority Property Policies concerning the movement of desktop units and other equipment, including the completion of a Property Transfer Form, as required

x Enforcing the MA-610 Policy concerning completion of the Property Assignment Receipt form for equipment provided on a "loaner" basis

x Ensuring Airports Authority quality and productivity standards are maintained while meeting project/client deadlines and budget constraints

x Performing quality assurance tasks and ensuring the timely delivery of all specified deliverables x Serving as primary user advocate in coordinating user activities with other IT support personnel x Maintain accurate Authority inventory records by properly recording all equipment moves x Assisting other MA-600 departments with their IT related projects and duties

x Assisting MA-650 (IT Security Department) with published IT security directives and policies

x Reviewing, adjusting, and managing the execution of the Site’s approved annual hardware plan (planned hardware additions and upgrades authorized in the Airports Authority budget).

Periodic support including:

x Supporting the identification and evaluation of software and hardware products required to support IT projects

x Assisting in the clarification and resolution of problems for high priority customers x Coordinating and supporting the activities of other vendors in support of IT projects

x Coordinating with user Department Management and preparing the annual hardware plan which becomes a part of the MA-610 annual budget request.

2.3.2.1.2 Performance Standards and Metrics

Performance metrics are used to measure the effectiveness of services and to gauge the quality of services being offered to the customer. The following metrics apply to DSSD Services functions:

Objective Metric Description Target Performance Standard

Acceptable Performance

Standard

Customer Satisfaction The percentage of positive responses received from survey calls made for 10% of closed tickets At least 95% At least 90% Remedial Problem Reported as Corrected Re-occurs Percent of remedial problems that have been reported as corrected, but that re-occur within 30 days 1% of the number of remedial problems reported 2% of the number of remedial problems reported

Inventory Control Airports Authority property assigned to the Contractor is accurately accounted for on a quarterly basis

No additional time is spent reconciling the quarterly inventory of Airports Authority property assigned to Contractor personnel Expenditure of additional time is required to locate no more than 2% of the Airports Authority items assigned to Contractor personnel

Objective Metric Description Target Performance Standard

Acceptable Performance

Standard

Weekly Reports Ensuring all calls are assigned and addressed in timely fashion

95% all calls should be assign with-in one hour

90% of all calls should be assign with-in one hour

2.3.2.2 Desktop

Support

All aspects of end-user support shall be provided through a single point of contact (SPOC) service desk, followed by a desk-side support capability for those problems that cannot be resolved remotely.

The end-user population will include Executives, Executive-type users (including senior managers and support personnel for Executives), technical staff (such as system developers and web developers), Public Safety, Program Management and Support personnel, Special Access personnel (persons with disabilities), and Trade staff.

2.3.2.2.1 Required Services

The Contractor will provide qualified staff and perform all on-going desktop system support for the Airports Authority’s information systems and network users. The Contractor will be expected to make day-to-day decisions concerning the operation and maintenance of desktop hardware and software within guidelines provided by the Airports Authority. The support will include:

Routine operational support, including:

x Providing enterprise-level, full lifecycle support services for all end-user computing hardware and software

x Ensuring that unassigned desktops, due to personnel departing or an extended leave of absence, are removed from the floor and absorbed into inventory

x Planning and coordinating the efficient delivery of IT assets and services x Providing printer preventive management and maintenance

x Using automated, secure and reliable methods (as required by the Airport Authority guidelines) for tracking and installing software patches, fixes, updates and new releases directly to the user desktop x Utilizing the Service-now ticket tracking tool for servicing IT tickets and maintaining IT inventory

x Validating that trouble tickets have been resolved to the user’s satisfaction

x Utilizing Service-now to track equipment user assignments, including current location of the equipment. Software asset management in Service-now shall include recovery of software licenses when a user departs, so that licenses may be redeployed.

x Supporting temporary loaner systems (laptops, lightweight laptops, PDAs, internet access, etc.) for mobile business travel.

x Providing support for printing and scanning capabilities x Managing the PC image library

x Providing Tier 1 support and coordination for Audio Visual and Video Equipment x Managing storage for new equipment shipments and surplus equipment

x Supporting all approved software applications

x Managing and supporting RSA tokens or similar devices

x Ensuring desktops conform to all published Airports Authority policies, while connected to the Airports Authority’s Data Network. Airports Authority personnel must approve all software and hardware peripherals prior to installation.

x Providing network copier coordination and support for network access, and desktop printing and scanning capability, with third party vendors

x Providing ADA Accessibility Support to end-users as required

x Development, testing, implementation and maintenance of the standard Desktop operating environment

x Development, implementation, verification and monitoring of the standard Desktop security configuration settings

x Adherence to the standard change control procedures for the standard work station system software and application software configuration changes

x Development, maintenance and routine use of SOPs consistent with industry best practices Routine operational support, for Public Safety including:

x 16 hours of On-Site Support at Dulles and National Campus

x All support mentioned above plus the candidate must be able to pass VCIN clearance including extensive criminal, financial and employment verification

x Support IT equipment mounted in Public Safety Vehicles

x Candidate must be a U.S. Citizen or have Permanent residence alien status with10 years of residence in the United States.

Periodic support, including:

Performing periodic upgrades to keep the desktop environment up-to-date, including: x Testing and integrating new or upgraded technology and software

x Upgrading standard desktop hardware, printers, etc. x Upgrading standard desktop software

x Updating security features

x Testing, installation and maintenance of approved non-standard hardware x Testing, installation and maintenance of approved non-standard software x Implementation and maintenance of other software, as required

2.3.2.2.2 Performance Standards and Metrics

Performance metrics are used to measure the effectiveness of services and to gauge the quality of services being offered to the customer. The following metrics apply to Desktop Support functions:

Objective Metric Description Target Performance

Standard Acceptable Performance Standard Desktop Hardware/Software Repair/Replacement

The time required to contact the user, either in person or by phone with an estimate of arrival time

Less than or equal to one hour after the ticket has been assigned by the Service Desk – 100% of the time

Less than or equal to one and one half hour after the ticket has been assigned by the Service Desk – 95% of the time

Customer Satisfaction The percentage of positive responses received from survey calls made for 10% of closed tickets

At least 95% At least 90%

On-site Desktop Volume The average number of tickets closed per day per technician.

Eight Five

Informing Customer When leaving the area of a

Desktop being installed or repaired, percent of time the technician informs the customer of the Desktop status and next steps, if any.

100% 98%

Customers able to perform standard desktop functions

Desktop problems that prevent customers from performing standard desktop functions are resolved through repair or replacement within a maximum of 24 hours, excluding weekends

100% of the time 95% of the time

Remedial Problem Reported as Corrected Re-occurs

Percent of remedial problems that have been reported as corrected, but that re-occur within 30 days

1% of the number of remedial problems reported 2% of the number of remedial problems reported

2.3.2.3 Service

Desk

The Contractor will provide qualified staff and all Service Desk support for the Airports Authority’s users. The Contractor will be expected to make day-to-day decisions concerning the resolution of customer problems within guidelines provided by the Airports Authority. The support will include:

Routine operational support, including:

x Providing a single point of contact central call center (Service Desk) to serve as the primary Tier 1 interface to customers who use various enterprise applications (e.g., e-mail, ERP), desktop and server applications and hardware, COTS Software as well as custom developed applications. This will include facilities and other non-IT assistance.

x Providing pre-defined, organized information to staff inquiring about other matters (e.g., who to call for work order desk, airport communication systems). Calls are to be transferred when appropriate.

x Accepting calls from customers via telephone, email, and web tickets. Ensuring emails are responded promptly during prime operating hours

x Assigning all calls according to implemented IT and ERP standards

x Providing user account management and administration which will include: o Email & network account creation and maintenance

o Email account distribution lists maintenance o Moving files and accounts on servers if needed o Changing account privileges

o Adding, deleting, or changing account attributes

x Resolving Level 1 calls using tools provided by the Airports Authority, such as remote assistance x Ensuring that customer support is consistently operating at a high level

x Entering as much useful knowledge as possible into the internal IT Service Desk solutions databases x Automatically elevating issues that are not resolved at first level of support

x Tracking the number of calls (by office, executive level, etc.), time to answer calls, time to resolve calls, tier 1 vs. tiers 2 or 3 resolution, etc., to ensure objective reporting of actual performance against end-user support. Service Level Objectives (SLOs) to be proposed by Contractor with proposal

x Notifying Service Manager/Site Manager of all Priority 1 tickets within ½ hour of receipt. Priority 1 tickets include issues affecting more than one user, issue recurrence within 24 hours, or issues affecting listed individuals (list shall be provided to Contractor upon award). This definition may be revised without contract modification.

x Validating that trouble tickets have been resolved to the user’s satisfaction

x Collecting and maintaining end user service evaluations (approximately 20-15% of all closed tickets) x Providing service hours extending outside normal work hours

x Keeping the average resolution time within the performance standards stated in the next section for any reported incident

x Responding to messages/returning phone calls within time frames specified in the next section, because an IT Service Desk Analyst was unable to receive the initial call

x Responding to a wide range of customer problems, including but not limited to: o Password or login problems

o New account activation

o Software questions or problems o ERP related questions or problems o Hardware questions or problems o Email questions or problems

o Internet connectivity questions or problems o Airports Authority application problems

o Software installation requests, including upgrades, patches, and fixes o Hardware installation requests

o Printing questions or problems x Maintaining the following in “Service-now”:

o Trouble calls o Problem resolutions o Knowledge database o Clients o IT inventory of desktop/laptops o IT incident reports o SLA related o ERP calls o Critical calls

o Known problems with standard configuration

x Developing, maintaining and routinely utilizing SOPs consistent with industry best practices x Providing a problem analysis service which:

o Analyzes the frequency of problem resolution incidents o Analyzes the performance of the problem resolution service o Identifies the areas giving rise to repeated difficulties

x Advising on the options for resolving areas of repeated difficulties x Second Level Support

o Second level support consists of Desktop Support, Server Administration and other IT service group support.

o Resolution of any problem is viewed by the end user as being achieved by the Service Desk. o Any elevation of support processing appears seamless to the end user.

x Third Level Support

o Third Level Support is provided if problem resolution processes are not successful at the first or second level.

o Third level support consists of IT service group management personnel and/or the IT Technical Team.

o The elevation process is seamless to the end user.

o The IT Service Desk Analyst remains responsible for tracking and maintaining the status of all problems/inquiries processed through the Service Desk. This includes those issuesrequiring elevation to the higher levels of support.

x The IT Service Desk Analyst retains responsibility for their tickets, even after the issue has been elevated to the second/third level of support.

Periodic support, including:

x Developing Service Desk guidelines for the triage of calls associated with new products and software x Identifying issues that warrant development of a User Guide or article in Its NEWS

2.3.2.3.2 Performance Standards and Metrics

Performance metrics are used to measure the effectiveness of services and to gauge the quality of services being offered to the customer. The following metrics apply to Service Desk functions:

Objective Metric Description

Target Performance Standard Acceptable Performance Standard

Problem Resolution Percentage of calls resolved by Service desk on the initial call.

60% 50%

Priority 1 Call Closure Rate

The percentage of priority 1 repair problems taking less than 120 minutes to resolve.

90% 80%

Priority 2 Call Closure Rate

The percentage of priority 2 repairs problems taking less than 6 hours to resolve.

90% 80%

Priority 3 Call Closure Rate

The percentage of priority 3 repairs problems taking less than 2 days to resolve.

90% 80%

Priority 4 calls Assign rate

The percentage of priority 4 tickets assign rate in less than 2 days

90% 80%

Customer

Satisfaction Survey Response Rate

The percentage of surveys that are completed.

Greater than 20% Greater than 15%

Customer Satisfaction

The percentage of positive survey responses

received.

Greater than 95% Greater than 90%

Remedial Problem Reported as

Corrected Re-occurs

Percent of remedial problems that have been reported as corrected, but that re-occur within 30 days 1% of the number of remedial problems reported 2% of the number of remedial problems reported

As appropriate, Service Desk activities and end-user support activities should be combined. The Airports Authority and the Contractor will jointly define tickets that should be resolved on the first call by the Service Desk.

2.3.2.4 Training

Services

The Contractor will provide qualified staff and customer training for the Airports Authority’s information systems users. The Contractor will be expected to make day-to-day decisions concerning customer training within guidelines provided by the Airports Authority. The support will include:

Routine operational support, including:

x Providing course instruction in various settings, including one-on-one, computer classroom and seminar settings

x Providing New User Training

x Providing Standard Applications Training

o Standard application training (MS Word, Outlook, etc.) is normally provided by consultants under separate contract to the Airports Authority. The Contractor will review such training outlines and coordinate modifications necessary to reflect the Airports Authority environment to maximize the effectiveness of such training.

o Standard Application Training courses may, occasionally, be provided by the Contractor x Providing Custom Applications training

o Assisting project personnel in the development of required user training o Audit/delivery of project related user training courses

o Updating and delivery of custom application user training on a post-project basis x Providing Security training

o Monitoring Information Security Training delivered through the Airport Authority Learning Management System (LMS)

o Preparing & distributing periodic reports documenting information security training at the Airports Authority

o Identifying/developing IT security training courses for Airports Authority users o Delivery of IT security-training courses for Airports Authority users

x Gathering weekly, bi-weekly, monthly and ad hoc statistics for student hours of training provided x Gathering weekly, bi-weekly, monthly and ad hoc statistics for training center facilities usage x Scheduling National/Dulles Airport IT TrainingCenter

o Developing and disseminating course announcements o Registering and confirming students for course

o Maintaining a library of hard drive configurations with appropriate software for separate courses o Testing all systems before classes

o Ensuring that proper updates are done before allowing equipment to be used o Ensuring all equipment is in proper condition

o Working with customers, vendors and technicians to ensure proper requirements for the systems o Developing and conducting course evaluations for every course taught

Periodic support, including: x Course development

x Training materials development

x Tier III support to technicians and customers on topics covered in course materials x Custom course training

x Course development on new peripherals x Training on new peripherals

x Reviewing and recommending changes to vendor provided trainings x Assisting customers with locating outside computer training

x Developing, maintaining and routinely utilizing SOPs consistent with industry best practices 2.3.2.4.2 Performance Standards and Metrics

Performance metrics are used to measure the effectiveness of services and to gauge the quality of services being offered to the customer. The following metrics apply to Training Services functions:

Objective Metric Description Target Performance Standard Acceptable Performance Standard Customer Satisfaction The percentage of positive course evaluation forms completed by students.

Greater than 90% Greater than 80%

Course Volume The number of courses delivered per month

At least two, excluding new user training

At least one, excluding new user training

Course Hours The number of course student hours

delivered per month.

40 student hours per month

30 student hours per month

Course Updates and New Course

Development

The number of new or refreshed courses offered per year

12 per year Six per year

2.3.2.5 Desktop Testing Services

The Contractor will provide qualified staff and support for testing desktop/client software upgrades, new applications and desktop hardware including peripherals. Testing will be performed in a separate Client Desktop Test Environment. The Contractor will be expected to make day-to-day decisions concerning the content and operation of the Airports Authority’s Client Desktop Test Environment within guidelines provided by the Airports Authority. The Airports Authority’s Client Desktop Test Environment is focused on testing compatibility of new client software/hardware and upgrades with the current mix of client applications in use at the Airports Authority. The support will include:

Routine operational support, including:

x Attaining the performance standards described in the next section x Maintaining the Airports Authority’s Client Desktop Test Environment

x Coordinating the set up and execution of tests for new/upgraded software, patches, and configuration settings, to assure no unanticipated incompatibilities within the Airports Authority IT environment x Deploying patches and new software using tools such as SCCM

x Coordinating the set up and execution of tests for new/upgraded hardware (local printers and peripherals) and configuration settings, to assure no unanticipated incompatibilities within the Airports Authority IT environment

x Maintaining records of tests performed

x Providing technical input into the development of SOPs for the installation of tested software and hardware

x Designing and maintaining test plans for software/hardware in use at the Airports Authority x Designing and documenting repeatable test procedures for client software/hardware Periodic support, including:

x Coordinating and documenting the development of test plans for software and hardware as client configurations change

x The development of SOPs for client software and hardware installation based upon lessons learned during testing

2.3.2.5.2 Performance Standards and Metrics

Performance metrics are used to measure the effectiveness of services and to gauge the quality of services being offered to the customer. The following metrics apply to Testing Services functions:

Objective Metric Description Target Performance Standard Acceptable Performance Standard Software Compatibility Assurance

Software that has passed testing does not cause systems to crash nor has any adverse effect on other software or hardware within the first 60 days of implementation

100% of the time 98% of the time

Software Quality Assurance

Software that has passed testing performs all major functions as designed and has no major data integrity issues within 60 days of implementation

100% of the time 98% of the time

Hardware Compatibility Assurance

Hardware that has passed testing does not cause systems to crash nor has any adverse effect on other hardware or software within the first 60 days of implementation

Objective Metric Description Target Performance Standard

Acceptable Performance

Standard

Customer Satisfaction Percent of the users who receive newly tested Hardware or Software who report problems traceable to the new Hardware or Software within 60 days of implementation

0% 5% or less

2.4 Supplemental Support Services

The Airports Authority’s Information Technology workload is variable and unexpected demands sometimes arise. The Contractor will be responsible for providing competent Information Technology specialists to meet significant additional demands in workload. The work to be performed may be of a temporary nature, and could require a diversity of skills suitable to a variety of information technology functions, including but not limited to:

x Extensive Desktop installations or equipment moves x Integration of new technology

x Other work assigned to the Information Systems Departments

The Contractor may be assigned, through contract modification, support tasks that are necessary to fulfill the mission of the Airports Authority. The work required throughout the duration of any such supplemental task will vary with each requirement, depending upon the scope of the work to be performed. When the Airports Authority desires such supplemental services, it will request the Contractor to prepare a specific technical and price proposal for all the Supplemental Support Services. The proposals will include:

x Proposed prices with sufficient breakdown to allow a thorough analysis, including indirect and direct rates

x Technical approach to performance of services x Personnel qualifications

Once the technical and price proposals are accepted by the Airports Authority, the contract will be modified to incorporate the supplemental services.

3 Contract Administration and Reporting Requirements

3.1 Contract Administration – Base and Supplemental Services

3.1.1 Contractor-Provided

Resources

The Contractor is expected to provide personnel resources for this contract including smart phones and pagers for Contractor personnel who spend significant time away from their assigned base location (e.g. desktop technicians), or who may reasonably be expected to support emergency situations after hours, or on weekends and holidays.

The Contractor is not expected to provide the Airports Authority with any equipment, tools, or software under this contract.

3.1.2

Required Hours of Operation for all Services

Hours of Operation

Functional Area Hours of Operation Hours Staffed (M-F)

1 Site Management 24 hours per day 8:30 AM to 5:30 PM 2 Desktop Support 24 hours per day 6:00 AM to 6:00 PM 3 Service Desk 24 hours per day 6:00 AM to 7:00 PM

4 Training 24 hours per day 8:30 AM to 5:30 PM

5 Desktop Testing 24 hours per day 8:30 AM to 5:30 PM 6 Supplemental Support 8:30 AM to 5:30 PM 8:30 AM to 5:30 PM

Holidays will be considered as a Sunday. Public Safety requires 16 hours of on-site support for Dulles and National Campus. Dedicated support is required for Dulles and Nation Campus.

Users are directed to call the IT Service Desk with all IT problems. During hours that the IT Service Desk is not staffed, the Contractor will provide a telephone or beeper number for notification purposes. The Contractor will return telephone messages or pages within one hour during off-hours. The Contractor will be required to arrive on-site within four hours’ notice.

3.1.3

Location of Performance

The Contractor will provide the support services identified in this Statement of Work (SOW) to all Airports Authority locations. Current locations are Washington Dulles International Airport, Ronald Reagan Washington National Airport, the Toll Road Administration Building, Virginia Route 267,Fairfax County, Virginia and a limited number of desktops at the Dulles Rail Project offices at 1593 Spring Hill Road, Suite 300, Vienna, VA 22182.

The Contractor will provide consistent support services, as identified in this SOW, to all current and future Airports Authority locations.

3.1.4

Airports Authority-Provided Resources

The Airports Authority will provide all network and desktop hardware and software required by the Airports Authority’s system. All procurements for Airports Authority systems will be made by the CO, with recommendation and technical assistance from the COTR and/or Information Systems Department Management. The Airports Authority intends to retain ownership and leases of all hardware, software, and data. The following resources will be provided to the Contractor by the Airports Authority:

x Adequate work space

x Telephone service with voice mail

x Service Desk, network management and other support software as described in this SOW x Internet access (software patches and related items)

x Desktops for on-site Contractor personnel x Day-to-day operating supplies

x Parking will be provided as indicated below:

o Ronald Reagan Washington National Airport. Parking available in employee parking lot for $95.00/year

o Washington Dulles International Airport. Parking available in employee parking lot for $95.00/year

o Note: Parking fees are adjusted each year in October. The parking fees cover the period October 1 through September 30. The fees specified above will remain in effect until September 30, 2012. New rates may be obtained from http://www.mwaa.com.

x Identification badges will be provided as indicated below:

o Ronald Reagan Washington National Airport. ID Badges are issued for $50/year. o Washington Dulles International Airport. ID Badges are issued for $50/year.

Note:

ID Badges expire in the birth month of the holder. In addition to the annual badge fee, there is a one-time fee of $28 for fingerprinting.

In order to receive an Airport issued Sterile Area Identification Badge, each person must be fingerprinted at either National or Dulles Airport Pass & ID Offices; successfully complete an FBI Criminal History Records Check (CHRC); and pass a TSA Security Threat Assessment (STA). Additional fingerprinting is required and conducted by Customs and Border Control (CBP) for those who need access to customs areas and to obtain a U.S. Customs seal on the identification badge.

The Contractor will be responsible for all Airports Authority property issued during the contract term. A property inventory of all issued assets will be conducted on the first and last day of the contract term, to determine Contractor accountability of Airports Authority property.

The Contractor will be responsible for conducting an inventory of Airports Authority issued property each quarter, including reconciliation to the prior inventory.

The Airports Authority will conduct unscheduled property inventories during the Contract term.

3.2 Reporting

Requirements

3.2.1

Monthly Status Reports

After the Transition Services period is completed, the Contractor will submit a monthly report to the CO and COTR that describes the overall status of the DSSD contract. This report will follow a format agreed upon by the Airports Authority and the Contractor. The format of the report is expected to change from time to time. Initially, the report is expected to contain the following sections:

x Overview

o Accomplishments, Planned Activities, Summary of Performance Metrics, and Issues o Tracking of performance measures and other Airports Authority identified metrics x Personnel

o A list of all positions and assigned personnel x Base Services

o Cost summary

o Service Desk Statistics including ERP calls o Desktop support Statistics

x Supplemental Services o Project Summaries

x Usage Statistics/Measures, such as the number of desktops and laptops currently in use at the Airports Authority.

3.2.2

Program Management Reviews and Planning Meetings

The Contractor will coordinate monthly Program Management Reviews with the COTR and the Vice President of the Office of Information Systems and Telecommunications. The purpose of these reviews will be to evaluate the monthly status report and discuss high-level management issues and plans with Contractor management personnel. The Contractor’s Program Manager and appropriate management team will be present at these reviews. The Contractor will maintain and publish minutes of these meetings.

4 Key

Personnel

Certain personnel proposed by the Contractor will be considered, for the purposes of this award and contract administration, as “key personnel.” The Contractor will identify and submit resumes for these key personnel positions in their proposals, as described in the Instructions to Offerors. The Contractor will use its best efforts to notify the CO and COTR within 30 days prior to reassignment of any key personnel during the life of the contract. The CO reserves the right to approve replacement personnel and shall require retention of key personnel until a suitable replacement is found.

The Contractor will state the commitment of key management personnel to the Airports Authority contract by providing the percentage of full-time work devoted to this contract.

The Airports Authority expects that personnel designated as “key personnel” will be current employees of the Contractor’s firm, unless notified otherwise. The Program Manager and the on-site management team are expected to be identified as “key personnel.” Key subcontractor personnel may also be designated as “key personnel.”

5 Summary of Contract Deliverables

5.1 Transition Services Period

Section Deliverable Due

2.2 Required Transition Services Date of Effective Contract Award + 1 month 2.2.1 Updated Transition Plan with Gantt Chart One week after the Effective date of contract

award

2.2.2 Evaluation of technical infrastructure As per transition plan 2.2.2 Update to IT property inventory As per transition plan 2.2.3 Standard Operational Procedures Manual As per transition plan 2.2.4 Performance standards data collection

methods

As per transition plan

5.2 Base Services Period

Section Deliverable Due

2.3 Required Base Services and Performance 12 months, starting 1 month + 1 day after the Effective date of the contract award 2.3.3.2 User Satisfaction Survey – 20-15% of trouble

calls

Weekly

3.1.4 Provide support services identified in the RFP 12 months, starting 1 month + 1 day after the Effective date of the contract award 3.1.5 Inventory of Airports Authority issued property Quarterly

3.2.1 Status report Monthly

3.2.2 Program Management Reviews Monthly 3.2.2 Minutes of Program Management Reviews Monthly

6 Appendices

Appendix 1 - Information Systems Departments Organization Charts

Appendix 2 - Airports Authority Technical Environment

The Airports Authority utilizes over 300 COTS and custom developed business applications to manage normal business processes. Listed below is the majority of all COTS and Custom developed applications in use at the Airports Authority:

Application Name COTS Custom Description

Agent Cashier Module X Cash receipt system used by Airport personnel at Dulles and National Airport. Developed using .Net / Oracle 10g

APC InfraStruXure Manager X Enables centralized management of APC UPSs. ActiveSync (MS) X Synchronizes Smartphone with Exchange email

systems.

Adobe Acrobat Distiller 5.0 X Adobe® Acrobat® Distiller® Server 5.0 software enables workgroups to convert Adobe PostScript® files to Adobe Portable Document Format (PDF) over a network. A flexible, automated mechanism for high-volume PDF creation.

Adobe Suites X Include Adobe Photoshop and Illustrator CS2, reader; write professional 8.0, Creative Suite 2.0, Acrobat 7.0, SVG viewer 3.0. This suite is used for reading and publishing various documents that contains images

ArcGIS X ArcGIS Server connects people with geographic information via Web applications and services. Organizations use ArcGIS Server to distribute maps and GIS capabilities over the Web to improve internal workflows, communicate vital issues, and engage stakeholders. This also include Arc Reader and explorer

AutoCAD / Bentley View X Computer-aided drafting and design package used the Airports Authority Engineering and Maintenance departments.

Crystal Reports X Crystal Reports is a reporting and analysis tool that lets you create presentation-quality reports from virtually any database, carry out flexible analysis on large amounts of data, format that data, and perform advanced interactive reporting over the Web. Versions 8.5-11

Computer Aided Dispatch (CAD)

Intergraph CAD ver. 8.x

X A state-of-the-art computer aided dispatch system that computerizes the mission critical dispatching functions for the Airports Authority Office of Public Safety and to manage incidents and dispatch resources.

ERP application EBS Oracle ver. 12.x, Hyperion, OBIEE Microsoft Exchange Email

2003

X Enterprise email communication systems. Planning to upgrade it to 2010

Application Name COTS Custom Description

LiveLink X Web-based, open-architected, highly scalable, enterprise collaboration and knowledge management system for the development of intranets, extranets and e-business applications that enables the sharing of information between individuals, teams,

organizations, and business partners. The Airports Authority’s intranet solution.

McAfee Virus ScanEnterprise

X With McAfee VirusScan® Enterprise, we've taken anti-virus protection to the next level by combining intrusion prevention and firewall technology in a single solution for PCs and file servers.

McAfee ePolicy Orchestrator

X McAfee ePolicy Orchestrator (ePO) delivers real-time information and application integration for network, desktop, and server security.

McAfee

AntiSpyWareEnterprise

X McAfee AntiSpyWare Enterprise uses unique on-access scanning to identify, proactively block, and safely eliminate spyware and other potentially unwanted programs.

Microsoft Office Suite 2003-2007

X Tools for teams to collect, organize, and share critical information across geographic or organizational boundaries

Oracle Application Server 10g

X Oracle Application Server 9i J2EE and Web Cache, Oracle Application Server 10g Infrastructure, BI and Forms and Reports. Oracle Business Intelligence Suite: Oracle Discoverer Admin and Oracle Discoverer Desktop.

Oracle Developer Suite 10g

Project X Microsoft Project helps manage project schedules and resources, collaborate on projects, and analyze project information.

V97-2007

PROPworks X PROPworks™ from Decision Support Technologies is a comprehensive software program designed to manage the lease, property, and revenue information needed to operate space and concession activities leasing management at Reagan National and Dulles Airports. This application ™ is designed to help manage revenue and property, and to provide the information needed to make crucial business decisions. In addition, agreements with companies and individuals, business turnover, operational performance, facility information, site-specific

configurations, management and user information are seamlessly integrated within this application.

Application Name COTS Custom Description

PROPworks™ Viewer™ X PROPworks™ integrated a graphics and computer-aided design and drafting (CAD/GIS) system, PROPworks™ Viewer™ that incorporates GIS-type technology to tracks the physical space and related real property assets at each airport. This user-configurable system allows for nearly unlimited definition of space and assets unique to an airport. Symantec Enterprise Vault X Enterprise Vault manages content using automated,

policy-controlled archiving to online stores for active retention and seamless retrieval of information. SCCM X Product used to distribute software and security

updates throughout the enterprise.

Websense X Websense Essential Information Protection provides integrated threat defense and powerful policy-based control over your organization's sensitive data. Websense products work together to provide comprehensive protection against internal and external threats

WestLaw X Westlaw is the leading online legal research service, providing the broadest collection of legal resources, news, business and public records information. Westlaw helps legal professionals conduct their research easier and faster.

Desktop Hardware Environment

Applications are typically web enabled, with a web browser on the desktop and a web server/application server on the backend. For non-web based applications, a 3-tier architecture is traditionally used, with a client desktop software component, an application server and a database server. The Airports Authority is moving towards web based application architecture Desktop Environment.

The Airports Authority has adopted a standard hardware and software configuration for all desktops. Dell hardware has been adopted as the standard hardware. The minimum PC hardware specifications supported by the Airports Authority is a PIVMHz CPU with 512MB RAM (there are fewer than 20 PCs at this configuration level). All new desktop PCs procured in the future will have the following minimum specifications: a second generation Intel® Core™ vPro™ processor family and 2GB to 4 GB RAM, Intel Integrated Gigabit, 10/100/1000 w/Alert Standards Format, cd/dvd writer and 80+ GB HD. Minimum laptop specification will include

Intel®CoreTMi5, 4 GB RAM, Gigabit nic, 80+ GB HD and DVD+RW burner.

All Airports Authority desktops are configured using a set of SOPs developed by the in-house COTS Test lab and approved by the Technical Committee. SOPs detail how each PC is to be configured including all network, security, and application parameters.

The Microsoft System Center Configuration Manager (SCCM) v2007 is used for enterprise desktop systems management. SCCM provides software distribution, patch management, H/W and S/W inventory, and application metering across the Airports Authority environment. SCCM currently provides reporting on more than 1,900 PCs in the environment.

The Airports Authority currently utilizes the McAfee Enterprise Security Suite Software products. These products are used to manage real-time anti-virus and anti-spyware services in the production environment.

Specifically, McAfee ePolicy Orchestrator, McAfee Virus Scan Enterprise, and McAfee Anti-Spyware Enterprise are fully implemented in the production environment.

The majority of desktops are connected to the Airports Authority Local Area Network at 100/1000 Mbps.

Network based IP printing is the standard printer architecture. There are approximately 280 network printers deployed throughout the Airports Authority. Network printers include b/w and color multi-function printers, Copier printers, and standard laser printers. Local printing is also common and supported. The Airports Authority manages printer repair through a 3rd party vendor.

Desktop Software Environment

The Airports Authority has adopted a standard inventory of desktop software packages approved for use on Airports Authority desktops. Microsoft Office 2003 is the currently the standard productivity suite used for word processing, spreadsheet documents, presentations, E-mail (Outlook 2003), and small database development. The Airports Authority is deploying all new computers with Windows 7 OS and Microsoft Office 2007 suite. Aside from the business applications described in the Database and Application document, the Airports Authority uses a number of other standard software applications to perform a variety of functions. Below is a list of the core software that is available on Airports Authority desktops:

1. Windows XP and Windows 7 OS 2. Office 2003/2007

3. Internet Explorer v6.0-8.x 4. McAfee Anti-Virus Software 5. Acrobat Reader 6.x-8.x 6. PowerZip 7.x

7. Arc Reader

The Airports Authority manages a library of PC images for distribution in the production environment. Symantec Ghost, Acronis, and SCCM imaging products are used to maintain and distributes these images. In addition to the above applications, there is also approved specialized software installed for selected users, based on functional requirements. Please review the list under the Application Environment section for more information.

All software (including security updates) must go through a formal testing and approval (COTS Test Lab) process prior to installation into the environment. Testing is performed to ensure that new software is compatible with other installed software, and to ensure adherence to Airports Authority security and network configurations.

ERP Environment

The Airports Authority has recently completed the implementation of an ERP system, which includes the following software:

Oracle General Ledger Oracle Cash Management Oracle Treasury

Oracle Grants Accounting Oracle Financials Intelligence Oracle Project Costing Oracle Project Billing

Oracle Project Management

Oracle Project Resource Management Oracle Project Collaboration

Oracle Project Portfolio Management Oracle Payables

Oracle Payments

Oracle Internet Expenses

Oracle eCommerce/XML Gateway Oracle Purchasing

Oracle iProcurement Oracle iSupplier Portal Oracle Sourcing

Oracle Procurement Contracts Oracle Services Procurement Oracle Order Management Oracle Purchasing Intelligence Oracle Assets

Oracle iAssets Oracle Inventory

Oracle Cost Management Oracle Warehouse Management

Oracle Mobile Supply Chain Applications Oracle Receivables

Oracle iReceivables

Oracle Bill Presentment Architecture Oracle Advanced Collections

Oracle Customer Data Librarian Oracle eMail Center

Oracle iSupport Oracle TeleService

Oracle 10gEE with Real Application Cluster and Partition Options Oracle 10gAS EE

Oracle IDM Suite for Identity Management Suite SOA Suite with BPEL for Oracle Middleware

Oracle Applications Adapter (ESB Adapter for EBS)

Oracle Business Intelligence Enterprise Edition (BIEE) Plus Oracle User Productivity Kit (UPK) and UPK Content Toad for Oracle Professional

Appendix 3 - Labor Categories and Skills for Proposed Staff

The following are labor categories and descriptions to be used in your proposal, to support the Airports Authority’s IT functions. The Offeror may propose additional labor categories if deemed necessary. Any additional labor categories proposed must be fully described.

3.1

Site Management and Desktop Support Labor Categories

Labor Category Years of IT Experience Years of Experience in Labor Category Minimum Educational Requirements* Relevant Certifications ** 2.1.1 Site Manager 10 8 BS A+, MCSE, DCSE, HDI, ITIL 2.1.2 Desktop Support Supervisor 7 5 BS A+, MCSE, DCSE, HDI, ITIL, MCDST 2.1.3 Desktop Support Technician 5 3 A+, MCSE, DCSE, HDI, ITIL, MCDST 2.1.4 Desktop Testing Specialist 5 3 BS A+, MCSE, DCSE, HDI, ITIL, MCDST * Equivalent degrees or experience are acceptable.

** Descriptions of certification acronyms are provided at the end of this Appendix 3.

3.1.1 Site

Manager

x Experience providing guidance/direction to a Desktop Support and Service Desk team

x Experience providing guidance/coordination support to other IT Staff assigned to a site

x Excellent written and oral communication skills, which include writing a SOW

x Must have “hands-on” experience

x Must have ITIL certifications

x Responsible for overall desktop support activities

x Experience with ensuring that security procedures are implemented and enforced

x Experience with implementing desktop policies and SOPs

x Experience with projecting site resource requirements, including personnel, software, equipment and facilities projections

x Ability to effectively communicate recommendations to management, based on resource projections

x Maintains currency in new developments and technology

x Experience with assisting in providing training of department staff and end-users

x Experience with assisting in setup and maintenance of library and reference materials