Regional Automated Support Center

ALLIANT CONTRACT TASK ORDER RESPONSE REGIONAL AUTOMATED SUPPORT CENTER

TASK ORDER RESPONSE ORIGINAL April 30, 2010

In Response to: Task No. AN2110FTL06

Prepared by: ManTech Advanced Systems International (MASI) 12015 Lee Jackson Memorial Highway Fairfax, VA 22033

Performed by: ManTech Telecommunications and Information Systems Corporation (MTISC) 14119-A Sullyfield Circle Chantilly, VA 20151 Phone: (703) 814-4200

Subsidiaries of

This proposal includes data that shall not be disclosed outside of the Government and shall not be duplicated, used, or disclosed in whole or in part for any purpose other than to evaluate this proposal. If, however, a contract is awarded to this offeror as a result of or in connection with the submission of this data, the Government shall have the right to duplicate, use, or disclose the data to the extent provided in the resulting contract. This

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page i page of this proposal restriction does not limit the Government’s right to use information contained in this data if it is obtained from another source without restriction. The data subject to this restriction are contained in all sheets of this proposal.

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page ii page of this proposal General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010

1. EXECUTIVE SUMMARY ManTech International Corporation (ManTech), through a 42-year background in delivering high- ManTechManTech InternationalInternational CorporationCorporation quality, innovative, integrated services and solutions 8,9008,900 personnelpersonnel inin 300300 worldwideworldwide locationslocations to Federal Government customers, has the relevant 6,7506,750 personnelpersonnel withwith clearancesclearances (4,500(4,500 atat expertise and past performance to offer the Regional TopTop SecretSecret oror SpecialSpecial Access)Access) Enterprise architecture expertise—award- Automation Support Center (RASC), the Software Enterprise architecture expertise—award- winningwinning ITIT solutionssolutions Engineering Center (SEC-Lee), and other General LeadingLeading GovernmentGovernment servicesservices providerprovider withwith Services Administration (GSA) Alliant customers annualannual salessales ofof $2.1+$2.1+ billionbillion proven relevant knowledge, responsiveness, TopTop 3030 GSAGSA serviceservice provider/partner—totalprovider/partner—total ofof capability, and flexibility in support of requirements $3.0$3.0 billionbillion inin revenuerevenue ISO-9001:2000/SW-CMM Level 3/CMMI Level identified in the Performance Work Statement (PWS). ISO-9001:2000/SW-CMM Level 3/CMMI Level 33 certificationscertifications Our experience encompasses full information technology (IT) lifecycle support for complex programs and enterprise-wide systems, networks, infrastructures, and facilities. This is accomplished through a diverse contract portfolio, including the Alliant Government-wide Acquisition Contract (GWAC), as well as other multiple- and single-award Indefinite Delivery, Indefinite Quantity (IDIQ) vehicles. At ManTech, we provide Standard Army Management Information System (STAMIS) support through multiple programs that are relevant to the Customer Support Office (CSO) Support Desk requirements. We provide fleet maintenance and management of Mine Resistant Ambush Protected (MRAP) and route clearance vehicles in Iraq and Afghanistan. ManTech provides warehouse stock control, issues and receives material and equipment, conducts inventories, and procures parts and other equipment to maintain a variety of equipment for the Warfighter. We are property managers for the Army’s Left Behind equipment program at 14 continental United States (CONUS) West and Pacific installations. In short, we operate the Army’s STAMIS. Our employees are some of the users of the CSO support services. ManTech has Federal Government experience across a diverse customer base in supporting both classified and unclassified environments, at on-site (customer) and off-site (ManTech) facilities. ManTech provides sustained IT services to include help/service desk support for many customers, including customers located at Fort Lee, VA. For 13 years, ManTech has supported the Defense Commissary Agency’s (DeCA’s) desktop infrastructure and has provided 24x7x365 on-call (primary and secondary support) remote installation, configuration, and troubleshooting support via SMS or other tools in limited bandwidth areas We provide end-user connectivity support from the wall jack to the desktop, including support for static IP addresses, user password problems, drive mappings, printer mappings/access, etc., and we have successfully designed, staffed, and executed four major worldwide deployments of new desktop hardware and software. We provide service desk support in Afghanistan in support of the NATO Joint CIS Control Center (JCCC) contract, providing ITIL-based methodology support for a wide range of IT services. Our service desk support is implemented on the Remedy automated software tool, and we provide program support and development support on many of these programs. ManTech’s experience is highly applicable to the SEC-Lee CSO requirements, and our technical solution is a low-risk, high-value approach to providing quality based support to the Warfighter.

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 1 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 2. PAST EXPERIENCE (PWS 7.0) TECHNICAL APPROACH (PWS 5.0) ManTech will implement a service desk solution based on Information Technology Infrastructure Library/ Information Technology Service Management (ITIL/ITSM) methodology as depicted in Figure 1. We will provide the requisite staff personnel with the appropriate skill sets to support all CSO requirements within the scope of work identified within the PWS. This best practice framework is a quality approach to service management and focuses on the following: . Improved quality service provision . Cost justifiable service quality . Service to meet customer and user demands . Integrated centralized processes . Clear roles and responsibilities Figure 1. ITIL Service Strategy . Knowledge based approach . Performance indicators Our methodology will provide the CSO customers and end users with a single point of contact (POC) to offer the ultimate in customer satisfaction. We will prioritize the highest perception of quality to our customers and will coordinate people, processes, and technology to deliver CSO required services. This methodology improves customer service but reduces cost by improving the response time to the customer. The faster we can move forward with a customer concern, the more cost efficient our resolution will be. Our chosen methodology divides the work into repeatable processes and activities. With this approach, results are measured and then improvement targets are set for efficiency and effectiveness for those activities. Essentially, the ITIL framework provides the structure to work smarter, not harder. Our chosen methodology encompasses the basic tenants of ITIL: . Configuration Management. Physical and logical perspective of the IT infrastructure and IT services being provided . Change Management. Standard methods and procedures for effectively managing all changes . Release Management. Testing, verifying, and releasing changes to the IT environment . Incident Management. Day-to-day process that restores normal acceptable service with minimal impact on business . Problem Management. Diagnosis of the root causes of incidents in an effort to proactively eliminate and manage them . Service Desk (Function). Function (not a process) that provides a central POC between users and IT Upon contract award, ManTech will implement the ITIL methodology after analyzing the existing IT infrastructure, processes, and services. We will coordinate with the Government Manager or POC to better understand the desired future state of support and required services and develop a “roadmap” that depicts how to get to the desired end state from the current state. Next we will implement the steps necessary to execute the “roadmap.” The ITIL/ITSM implementation framework for the CSO Service Desk Support is a five-phase model and includes the following: . Assessment. Determine the current state, such as the number of people and their skill sets and Labor Categories; review current metrics on call volume and current service level agreements (SLAs); begin to collect and understand the metrics for the future desired state . Architect and Design. Develop a mature design for the future desired state starting with our proposal and adjusting if required following review and discussions with the Government Manager or POC Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 2 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 . Planning. Develop those plans necessary to achieve the future desired state in a phased approach . Implementation. Implement and deploy the plans within the service desk and across the enterprise— including the Application Developers, Programming Support, and Subject Matter Experts (SMEs)—to achieve the future desired state . Support. Manage, maintain, and improve the future desired state, adapting to integrate enhancements as needed or required 2.1. Knowledge and Understanding of the PWS Requirements (PWS 5.0) ManTech fully understands the requirements presented in the PWS. We currently provide ITIL methodology-based service desk support worldwide for more than 12 Government customers throughout the Department of Defense (DoD), as well as for other Federal customers. ManTech provides programming support and application development support at Fort Lee, VA on several contracts that also include service desk support using the Remedy software tool. ManTech has been the sole provider of .NET development and support services for the DeCA Electronic Records Management and Archival System (DERMAS) since its creation in 2006—as well as its predecessor, the Digital Document Management System (DDMS). The DERMAS application supports commissary operations around the world and is often considered a critical component of the Agency’s business functions. As a result, ManTech .NET developer and support personnel provide 24x7x365 coverage to ensure unforeseen problems are resolved quickly and accurately. ManTech provides a substantial amount of STAMIS support on several contracts both CONUS and outside CONUS (OCONUS). This support includes not only the operation of STAMIS, such as PBUSE, SAMS-E, SARRS, but also commercial proprietary systems used in Southwest Asia (SWA) for both U.S. Army and NATO customers. We also provided Combat Service Support Automation Management Office (CSSAMO)-type support for SAMS-E at more than 20 CONUS- based locations in support of Army Sustainment Command requirements. We propose the service desk structure shown in Figure 2, which supports all CSO requirements as outlined in the PWS. Figure 2. Proposed Service Desk Structure 2.2. Customer Support Office (PWS 2.1 – 2.7) ManTech will provide a CSO Manager who has complete oversight to the service desk, as well as oversight of other identified functional areas to support the CSO Service Desk for legacy bridging and STAMIS support. The service desk will be implemented on the Remedy service desk software tool. Service requests may be received via email, fax, telephone, or directly by the Remedy service desk tool. ManTech personnel will provide the CSO with Level 1 knowledge based support for 12 STAMISs and Level 2 support for five of these STAMISs, and we will provide 24x7x365 coverage. Systems that cannot be resolved by Level 2 personnel will be immediately elevated to Level 3 support, which is provided by

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 3 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 the Government. ManTech understands the requirement and will implement and maintain an accessible repository for frequently asked questions (FAQs). The ManTech technical solution also provides for programming support via the three Application Developers who will have the requisite skills in SQL, Oracle, and .NET database tools and applications. Our developers will maintain the current service desk tool (Remedy) via a customized software interface or any future proposed service desk software solution. Our personnel will maintain both the Remedy implementation and the web-based management information application used in conjunction with Remedy. ManTech will also provide Application Developers to support and troubleshoot application designs, development, enhancements, debugging, and software application production problems. ManTech will provide two SMEs with in-depth knowledge of particular areas such as PBUSE, SARRS, SAMS-E, and other STAMIS following initial assessment of requirements and discussions with the Government POC for selection of the most appropriate STAMIS skills. The SMEs will assist with high- level design and functional analysis, and provide implementation advice on specialized applications and environments. Specific descriptions of skill sets and expected qualification of personnel used within our solution are described in the following paragraphs. ManTech will seek vendor training for specific STAMIS requirements to provide greater depth of coverage and skills within our available staff of SMEs. ManTech will also monitor the status of the collocated Functional Processing Center (FPC) via remote sensors and will provide notification of environmental issues, as required, based on established processes. Figure 3 illustrates our ITIL-based service delivery approach.

Figure 3. ManTech’s ITIL-based Service Delivery Approach

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 4 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 2.2.1. Service Desk Support (PWS 3.1.1 – 3.1.2) ManTech has exceptional expertise in the use of STAMIS at worldwide locations, including PBUSE, SAMS-E, SARRS, ULLS-G, ULLS-S4, SPBS-R, and other legacy systems. We will provide comprehensive, non- personal services, to include personnel, supervision, management, and materials (except such materials furnished by the Government) to operate the existing CSO Figure 4. Service Desk is the Single POC for all CSO Users Service Desk facility at Fort Lee, VA (Figure 4). We understand the CSO requires support of up to 12 STAMIS and will require Level 2 support for PBUSE, SAMS-E, ULLS-AE, MTS, and TC-AIMS II. ManTech has expert experience with providing highly qualified personnel with the necessary background and experience in STAMIS. On the GPMSS contract, alone, ManTech staffed more than 900 positions with personnel with backgrounds such as 92Y and 92A, 920A, 920B and other skill sets through previous use of STAMIS assets and proficiency with PBUSE, SAMS-E, and SARRS. We also employ hundreds of personnel with similar skills and experience to support OCONUS logistics requirements in Iraq, Afghanistan, Kuwait, Korea, and other contingent deployment locations during times of conflict. Our experience in these austere and dangerous environments is very relevant to this requirement because we understand, have lived with, and have worked side-by-side with the Warfighter at many locations under the same or similar conditions. We understand the requirement for providing first class customer support and the need to be responsive to customer requirements. We understand the challenges faced by the Warfighter when dealing with limited communications or connectivity issues in war-zone areas. ManTech will provide qualified candidates with experiences in all the STAMIS listed in Table 1. We will post requisitions on our Career Portal that clearly identify requirements, place of performance, and a comprehensive job description for each position. ManTech also has relationships with several staffing agencies, which will be used to research a network of national databases to identify the best possible candidates to meet the requirements for all identified labor categories described within the PWS. We will coordinate with the Army Career and Alumni Program (ACAP) Office at Fort Lee and also with the Government to help identify any desirable personnel with unique skills or experience to support the stated requirements. ManTech will also work with the incumbent personnel and through a comprehensive interview process select the best qualified candidates who have demonstrated superior performance and provide value to the Government in the performance of their assigned duties. Table 1. STAMIS Qualifications Level 1 STAMIS Support Level 2 STAMIS Support SARRS-1 SARRS-2ACB PBUSE SAMS-E SARRS-Gateway AFMIS ULLS-AE MTS ACBIS SPS TC-AIMS II SAAS-MOD

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 5 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 ManTech is also experienced with providing both Tier 1 and 2 support to Government users and many programs, and we are proficient at providing support to legacy systems while using Remedy service desk support tools. . On BAMC, ManTech provided Tier 1 and Tier 2 help desk support to more than 5,100 end users across multiple locations. Tier 1 support personnel performed single POC call answering through an Automatic Call Distribution (ACD) system, performed initial triage and troubleshooting, and recorded the problem using Remedy. Tier 2 provided desk-side field support. We handled approximately 3,000 trouble tickets monthly. Our first contact resolution objective was 85%, and problem resolution for most calls was within 24 hours. . For NDIC, ManTech technicians provide Tier 2 end-user support to the NDIC Help Desk. We establish and maintain a professional presence in working with end users and are responsive to time- critical requests. We identify recommended improvements to service desk operating procedures and system management policies. All service desk personnel will have a working knowledge of the supported STAMIS assets, as well as basic networking, desktop automation, operating systems, databases, and information assurance knowledge and skills. Our staff of experts will be fully capable of providing telephonic tutorial assistance and refresher training to the broad base of users specified in the PWS. 2.2.2. Staffing (PWS 3.1.3 – 3.1.4) ManTech will provide a CSO Manager who has complete oversight of the service desk operations, as well as oversight of other identified functional areas to support the CSO customer support for legacy bridging and STAMIS support. We will provide sufficient staffing to support Level 1 technicians call volume at all hours and provide sufficient Level 2 technicians to provide call coverage volume support during peak hours. We will operate the CSO 24x7x365. We will provide Level 2 support for each shift. ManTech will provide only qualified personnel with the appropriate levels of experience to meet or exceed both Level 1 and Level 2 performance requirements as identified in Sections 3.2.1 and 3.2.2 and appropriate clearance levels specified in Section 8.0 of the PWS. Upon contract award, ManTech will coordinate with the Contracting Officer’s Representative (COR) to identify specific call volume by STAMIS skill sets and will provide service desk technicians accordingly to meet the service desk operations requirements. As we monitor call volume and usage hours, we will coordinate with the COR to adjust shift schedules, staffing mix, and overall quantities required either up or down to right size the staffing to meet requirements. ManTech currently provides STAMIS training for PBUSE and testing for both PBUSE and SAMS-E on our Learning Management System, which is accessible through the ManTech employee portal. All assigned service desk personnel will already have relevant training or will be enrolled in the PBUSE training course. Upon completion of the course, all service desk personnel will take the appropriate certification exam. Employees assigned the SAMS-E Level 1 and Level 2 technician positions will be required to pass the SAMS-E certification exam. ManTech will have as a goal the development and addition of similar courseware and testing material for all other Level 2-identified STAMIS systems. We will leverage our experience operating service desk support centers using the Remedy desk tool and our extensive experience providing certified experts in a variety of STAMIS activities. Initial staffing for the service desk for Monday to Friday will consist of a three-person service desk team for the day shift to accommodate the high call volume experienced during the peak hours of 9 a.m. to 3 p.m., a two-person service desk team for the afternoon shift, followed by a two-person team for the mid-shift team. We will provide three, two-person teams to cover each shift operation on Saturday and Sunday. This level of coverage can be sustained with the proposed 11-technician team.

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 6 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 2.2.3. Creation of a Standard Operating Procedure (PWS 3.1.5) ManTech is experienced in developing SOPs to provide detailed instructions to achieve uniformity, establish standards, and identify expectations in the performance of specific functions within the programs we support. Our CSO Manager will coordinate with the SEC-Lee Government COR to ensure the RASC SOP is developed in compliance with existing SEC-Lee policies and procedures. The SOP will cover all standard services provided. We will include a service matrix and identify contact information for all personnel having key or specialized skills to support requirements. The RASC SOP will be provided to the Government within the 60-day timeline identified within PWS Section 3.1.5. Following review and approval of the SOP by the Government COR, each SOP will be assigned a Configuration Item Number and included within the Configuration Management Database (CMDB). We will maintain and update the SOP as applicable to reflect any change to the CSO operational environment. 2.2.4. Call Data Metrics (PWS 3.1.6) ManTech will collect and report appropriate metrics on call data, which will be used to adjust Level 1 and Level 2 staffing levels to ensure the most efficient mix of service personnel are on duty at any given time. Our CSO Manager will review the data and draw conclusions for the appropriate mix and quantities of personnel. Updates will be provided to the Government POC, any trends will be noted, and plans will be developed in collaboration with the Government manager to be proactive to user needs. Call data metrics will be updated in the SOP periodically to reflect CSO operational changes. Examples of some call data statistics and metrics collected will include, but not be limited to, those outlined in Table 2 and Figure 5. Table 2. Sample Call Data Metrics Telephone Statistics Status Data Average time taken to answer phone Number of active incidents Call abandonment rate Status of active incidents Calls answered by service desk Technicians Number in incidents elevated to Levels 2 and 3 Calls closed by service desk Technicians Number of major incidents Time to resolve customer issue Customer satisfaction survey data Outbound calls made by service desk Technicians Cause data

Figure 5. Sample Call Statistics Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 7 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 2.2.5. Engineering Change Proposals – Software (PWS 3.1.5) ManTech is experienced in providing configuration and change management (CM) support, including documentation and upgrade support, to the Department of State and many other customers by following an ITIL-compliant Change Management Process, depicted previously in Figure 3. Our CM efforts will be led by the CSO Manager, who has expertise in CM, as well as quality assurance and control (QA/QC). Our accomplishments include: . Developing version control procedures and managing all change control documentation . Developing accountability and reporting procedures . Performing database administration of all CM and change processes . Managing all related SOPs and work instructions . Developing and maintaining configuration documentation of baselines to the Line Replaceable Unit (LRU) level . Developing and maintaining software media kits for global deployments and maintenance actions . Developing, maintaining, and safeguarding a system for drawings comprising the baseline . Ensuring drawings adhere to sound engineering practices and standard industry procedures . Evaluating and preparing for the PM a review package of applicable Engineering Change Proposals (ECPs), Deviations, and Waivers, as required . Developing and maintaining a database for Configuration Status Accounting (CSA), which is the permanent record of the disposition of all actions and can provide configuration status reports ManTech will participate with SEC-Lee personnel in the preparation and submission of Engineering Change Proposals - Software (ECP-S) in accordance with CDRL DI-CMAN-80639C and SEC-Lee’s Configuration Management process. 2.2.6. Service Desk Automation Tool (Remedy) (PWS 3.1.8) ManTech will provide Application Developers experienced with developing, maintaining, and updating the policies and procedures that govern the operations of the Remedy service desk automation tool. On the DeCCA contract at Fort Lee, our Remedy System Administrator provides 24x7x365 support for DeCA’s Remedy environment and performs the daily administration duties for the entire Remedy Suite— such as monitoring server event changes and server statistics to identify potential problems, tuning databases and software settings to optimize system performance, and implementing approved changes to resolve system failures and isolated problems. We also manage DeCA’s fixed and floating Remedy license assignments, and we obtain and install new licenses. ManTech has assisted DeCA with developing and implementing comprehensive backup strategies, as well as extensive Disaster Recovery (DR)/Continuity of Operations (COOP) policies and procedures. Our Remedy System Administrator has also documented the implementation, configuration, and optimization of DeCA’s Remedy applications; and we have developed customized training materials and conducted specialized user training at DeCA’s request. We will perform similar functions for the CSO based on overall operational environment and data call metrics. 2.2.7. End User Acceptance Testing of Automated Service Desk Tool (PWS 3.1.9) ManTech will participate and support end user acceptance testing of the Remedy automated service desk tool or any successor automated service desk tool. Our SMEs will assist with conducting surveys assessing the quality of the service desk tool. Our team of experienced technical SMEs will also provide highly specialized testing and integration support for changes and updates, as well as new applications developed in support of CSO requirements.

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 8 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 2.2.8. Functional Processing Center (PWS 3.1.10) ManTech will monitor the status of the collocated FPC via remote sensors and will provide notification of environmental issues as required based on established processes coordinated with the SEC-Lee FPC POCs. 2.3. Personnel (PWS 3.1.11 – 3.1.12) We will analyze call volume metrics per STAMIS and develop the appropriate staffing mix of Level 1 and Level 2 technicians with the best combination of skills to meet and exceed requirements. ManTech will develop a matrix to help qualify and quantify all required attributes of candidates per available position. Each candidate will be reviewed carefully to ensure only the best candidates with the highest combination of skills and desired attributes is selected to fill the open positions. We acknowledge that all service desk personnel are expected to have a working knowledge of the systems supported, basic networking, desktop automation, operating systems, database and basic information assurance requirements. All CSO staff will be knowledgeable in the Microsoft Office Suite, to include Microsoft Word, Excel, Access, and PowerPoint. Service desk personnel will be drawn from a pool of qualified STAMIS operators with real world experience operating these systems in a variety of environments. SMEs will be equivalent in skills and experience to Army Warrant Officers, with a background in functional areas such as property book, warehouse operations, maintenance management, and other areas relevant to the PWS. ManTech currently provides STAMIS training for PBUSE and testing for both PBUSE and SAMS-E on our Learning Management System, which is accessible through the ManTech employee portal. As part of our ongoing training program to maintain currency, all assigned service desk personnel will be enrolled in the PBUSE training course and, upon completion of the course, will take the appropriate certification exam. Employees assigned the SAMS-E Level 1 and Level 2 Technician positions will be required to pass the SAMS-E certification exam. ManTech will have as a goal the development and addition of similar courseware and testing material for all other Level 2-identified STAMIS systems. As detailed in our past performance references in Section 2, ManTech has relevant experience providing the types of personnel required for this effort. 2.3.1. Specific Position Requirements (PWS 3.2.1 – 3.2.5) Selection of personnel with the qualifications outlined in Table 3 ensures our staff will have the past experience and expertise required to effectively perform their duties as required by the PWS. A sample resume for the CSO Manager position is included in Appendix A. Table 3. Personnel Responsibilities and Qualifications Summary Labor SOW # Qualification Responsibility Summary Category Position FTE Summary Title s Program CSO 1  Similar to CW3-  Lead ManTech personnel/resource allocation, and Manager Manager CW5A/B supervise day-to-day operation of SEC-Lee Service  Background in Desk either warehouse  Formulate and enforce workforce standards or property book  Ensure quality performance and conduct program management reviews  Expertise in  Implement a Customer Relationship Management SARRS, PBUSE, Plan USE, ULLS  Augment the service desk during peak or surge requirements

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 9 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 Labor SOW # Qualification Responsibility Summary Category Position FTE Summary Title s Help Desk Level 2 8  Equivalent in skill  Provide Level 2 support for PBUSE, SAMS-E, ULLS-AE, Specialist Technicia set to Senior Non- MTS, and TC AIMS II STAMIS – Senior n Commissioned  Provide courteous and accurate Level 2 support for Officers (NCOs), trouble tickets escalated by Level 1 Technicians with similar  Update records/incidents for all problems received training in STAMIS such as a 92Y for  Ensure customer’s problem is resolved before closing PBUSE and 92A ticket for SAMS-E  Escalate to Level 3 Government-provided support if  Cross-trained to necessary become proficient  Assist in review/evaluation of other organizations to in all STAMIS determine best practices for help desk and identified in the sustainment support activities PWS  Participate in meetings with the CSO integrated product team Help Desk Level 1 3  Equivalent in skill  Provide courteous and accurate Level 1 support for Specialist Technicia set to Junior phone, fax, email, and Remedy support requests – n NCOs, with similar  Collect all relevant data and attempt to resolve the Journeym training in STAMIS customer’s request via Level 1 support an such as 92Y for  Generate records/incidents for all problems received PBUSE operator support and 92A  Ensure customer’s problem is resolved before closing for SAMS-E or ticket SARRS support  Escalate to Level 2 support if unable to solve user problems  Review/evaluate other organizations to determine best practices in conducting help desk and sustainment support activities Applicatio Applicati 3  Bachelor’s degree  Design, develop, enhance, debug, and implement n ons (in Computer software Developer Develope Science,  Troubleshoot production problems related to – r Management software applications Journeym Information  Research, test, build, and coordinate conversion an Systems, or a and/or integration of new products based on client related field) requirements  2-4 years of related experience in a data center environment SME - SME 2  Similar to CW1-  Provide technical knowledge and analysis of highly Senior CW3-920A/B or specialized applications and operational CW1-CW3 915 or environments other related field  Provide high-level functional systems analysis, as required design, integration, documentation, and  Background in implementation advice on exceptionally complex either warehouse problems that need extensive knowledge of the or property book subject matter for effective implementation management  Expertise in SARRS, PBUSE, USE, ULLS

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 10 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 2.3.2. Programming Support (PWS 3.2.6) ManTech has extensive experience with providing programming support for our customers at Fort Lee, VA. We have been the sole provider of .NET development and support services for DERMAS since its creation in 2006 —as well as its predecessor, DDMS. The DERMAS application supports commissary operations around the world and is often considered a critical component of the Agency’s business functions. As a result, ManTech .NET developer and support personnel provide 24x7x365 coverage to ensure unforeseen problems are resolved quickly and accurately. ManTech will provide programming support at the SEC-LEE CSO and will operate, maintain, customize, and upgrade the Remedy Help Desk automation tool and the customized software interface. ManTech will provide application developers with the requisite background and experience with Remedy, .NET, SQL and Oracle development. 2.4. Deliverables (PWS 4.1 – 4.5) Our Program Manager will coordinate with the SEC-Lee Government Manager to ensure the CSO SOP is in compliance to existing SEC-Lee policies and procedures. Our SOPs will cover all standard services provided and will include a service matrix and identify contact information for all personnel having key or specialized skills to support requirements. SOPs will be maintained and updated during the life of the contract and will be provided to the Government within the 60 day timeline identified within PWS Section 3.1.5. ManTech acknowledges and will comply with all CDRL requirements in accordance with the schedule listed in Table 4. We will also provide detailed documentation for any modifications implemented to Remedy. We understand and acknowledge that the Government will own all source code developed as a result of ECPs in support of the SEC-LSE CSO contract. Table 4. Deliverables Deliverable Frequency CDRL Reference Progress, Status, and Management 10th calendar day of each month DI-MGMT-80227 Reports Performance and Cost Report 10th calendar day of each month DI-FNCL-80912 ECP – Software (ECP-S) As required DI-CMAN-80639C 2.4.1. Inspection and Acceptance (PWS 1.6) ManTech understands and acknowledges that inspection and acceptance of all contract deliverables is at destination and that the Government POC at SEC-Lee will review and accept or reject contract deliverables within 30 days after receipt. ManTech will be given the opportunity to correct any deficiencies within 15 calendar days following notification of a deficiency in our deliverable and will receive final response on our correction no later than 10 calendar days from our submitted correction. 2.5. Government Furnished Equipment (PWS 1.5) ManTech’s PM and the CSO Property Administrator will, within 30 days after the start date of the contract base performance period, conduct a joint inventory of all GFE. Any item found not in working order, or not suitable for its intended purpose, will be recorded on the DA Form 2062 (Hand Receipt) prior to our CSO Manager and the Government Contract Administrator certifying the joint inventory. 2.6. Security (PWS 1.7, 3.1.3, 8.0) ManTech will comply with all security requirements. As part of our on-boarding process, ManTech conducts a thorough screening of candidate employees. Our background check includes all the requirements stated under PWS Section 8.3, including, but not limited to, verifying citizenship, prior employment, criminal record, credit, references, and education. During the interview process, our hiring managers also determine experience and suitability for employment and performance on our customer

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 11 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 contracts. In performance of services on this contract, the CSO Manager will ensure all ManTech contractor personnel are issued identification in compliance with HSPD-12 policy. ManTech will provide on company letterhead confirmation and date of favorable determination of the background check on all employees assigned to this contract. ManTech will provide key control for personnel requiring access to the SEC-Lee building after duty hours. ManTech personnel will verify access using rosters provided by the SEC-Lee teams. We will establish a key control program that complies with the provisions set forth in AR 190-13 (Army Physical Security Program) to ensure that any keys issued to ManTech employees are not lost, misplaced, or used by unauthorized persons. ManTech, as required by this contract, will report any occurrences of lost, unauthorized use, or unauthorized duplication of ManTech-owned keys to the COR within one hour of discovery. ManTech’s CSO Manager will ensure Government entrusted keys are issued only to ManTech employees whose official duties require them, and that all lock-and-key issues/turn-ins are recorded on the ManTech maintained DA 5013-R (Key Control Register).

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 12 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 3. QUALITY CONTROL PLAN (PWS 7.0) We will submit a final Quality Control Plan (QCP) within 60 days after start of the contract. The QCP will be reviewed, updated, and submitted to the Government for approval, at a minimum, annually to reflect changes as they occur. In addition, ManTech will formally update the plan six months after the SEC-Lee CSO Service Desk operations contract start date. This update will reflect our current methodology based on the lessons learned during the past six months. Our QCP will incorporate all pertinent aspects of the ISO 9001:2000 Standards. 3.1. Processes and Methods for Ensuring Quality of Services ManTech has a mature quality management system (QMS) that integrates ISO principles with best practices in program management, task order management, and proposal development. We will prepare the SEC-Lee CSO Service Desk operations QCP based on the integration of company best practices with recognized industry-standard quality management guidelines. Our operations, production, services, and employee training adhere to ISO and other standards. As directed in our QCP, every employee working on the CSO Service Desk contract will be accountable for quality assurance (QA) and actively practice continuing process improvement. Our CSO Manager will review the quality of all deliverables and services being provided to the Government, to include cost, schedule, completeness, and customer satisfaction. Figure 6 and Table 5 summarize our QCP.

Figure 6. Summary of ManTech’s QCP

Table 5. Performance Objectives Matrix Task Method of Frequency Performance Objective(s) Ensuring Compliance Call data metrics Periodic review by Weekly audit  Maintain SLA CSO Manager or COR Update SOPs Periodic review by 30-day, 60-day,  Initial within 60 days of hiring CSO Manager CSO Manager six-month,  Update during life of contract annually Service desk tool Periodic review Bi-weekly audit  All design modifications and design changes documentation Configuration item are documented and tracked as a logged in CMDB Configuration Item in CMDB Engineering Periodic review Monthly audit  All ECP-S changes are documented and Change Proposals – Configuration Item tracked as a Configuration Item in CMDB Software (ECP-S) logged in CMDB

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 13 page of this proposal. General Services Administration ALLIANT Task Order | Regional Automation Support Center Task No. AN2110FTL06 April 30, 2010 Task Method of Frequency Performance Objective(s) Ensuring Compliance Monthly reports Periodic review Monthly audit  Reports delivered by 10th calendar day of the month

Use or disclosure of data contained on this sheet is subject to the restriction on the title Page 14 page of this proposal.