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PERFORMANCE WORK STATEMENT 1. INTRODUCTION 1.1. General

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PERFORMANCE WORK STATEMENT 1. INTRODUCTION 1.1. General PERFORMANCE WORK STATEMENT 1. INTRODUCTION 1.1. General The Contractor shall perform the effort required based on the following Performance Work Statement to meet the requirements listed on a firm-fixed-price, level-of-effort term (FFP- LOE) basis. NOTE: The work shall be performed in accordance with all sections of this call/task order and the terms and conditions of the Office of Management and Budget (OMB) IT Support Services including the EOP Specific Requirements under which the resulting call/task order will be placed. 1.2. Requirement This contract will provide service desk, software development, cybersecurity, and engineering support services required by the Executive Office of the President (EOP), Office of Management and Budget (OMB). This includes supplemental service desk duties for OMB end users, engineering duties for the OMB systems, and development of OMB’s SharePoint systems for the core hours of 9:00am – 5:30pm, Monday –Friday. 1.3 Technical History Volume of 2018 Trouble Tickets: Annual Ticket Count Category Total Hardware 1067 Network 38 Operating System 45 Software 296 Access Management 59 Total 1504 2. PERFORMANCE WORK STATEMENT 2.1 Scope of Work It is the objective of the government that the Contractor furnishes the OMB with personnel possessing appropriate technical skills to accomplish tasks for IT support for the OMB’s Management and Operations Division (MOD). Services shall be provided on a firm-fixed-price, level-of-effort term (FFP- LOE) basis. The performance period shall be established at the time of award. The estimated performance date of the base period is July 31, 2019 through July 30, 2020. There will be four (4) one-year optional periods of performance. # of Users ~ 1000 active accounts / ~ 50 VIP users Main Locations: White House campus, Washington, DC, including Eisenhower Executive Office Building and New Executive Office Building # Desktop Computers (Includes shared ~ 250 + 10% equipment) # Laptops (Includes shared ~ 475 + 10% equipment) # Printers ~ 130 + 10% #Smart Phones ~ 450 + 10% #Tablets ~ 25 + 10% Standard computer operating systems Microsoft Windows (Win 10) Standard productivity suite Microsoft Office (2019 and higher), Adobe Acrobat (2019 and higher) # Custom or COTS Business ~10 + 10% Applications Database Administration and Microsoft SQL Server (2019 and higher) Application Support Platform Lifecycle Refresh Cycle 1/3 annually – desktop computers, laptops, tablets and printers Business Hours 0900 – 1730 Current Ticketing System JIRA 2.2 Transition It is anticipated that contract award will occur on July 30 2019. If required, there will be an estimated 30 to 60-day transition/phase-in period to allow for security in-processing and a transfer of knowledge from the incumbent Contractor to the successor Contractor. During the transition, it is anticipated that both Contractors will work side-by-side to accomplish the knowledge transfer and assure continuity of services. 2.3 Personnel Skill Sets and Tasks and Responsibilities All personnel shall meet EOP personnel security and drug testing requirement prior to each employee’s reporting for duty at the EOP complex. Contractor shall provide management oversight and ensure Contractor staff is available during the designated coverage period as stated. The duties that will be performed under this task order will fall under CLIN 0001: CLIN 0001: OMB IT Support Contractor shall ensure the OMB Service desk goals are accomplished in accordance with the following minimum standards: • Respond to all inquiries during the required coverage period of 9am to 5:30pm, Monday through Friday, except Federal Holidays within one hour. • Tickets closed only with customer concurrence • Provide regular and consistent statuses to all open inquiries in support of required SLAs • Ensure continuity of consistent desktop support • Constantly seek new ways to improve customer satisfaction by proactive thinking and providing suggestions to improve processes • Perform as the organizational first point of contact to OA IT Service desk and assure a high level of customer satisfaction a. Service Desk Duties OMB requires supplemental desktop support for a primarily Microsoft computing environment. The Executive Office of the President (EOP), Office of Administration (OA) is the primary systems-level support group, solely responsible for core services, including service desk, security policy and monitoring, and network administration. OMB supplements this support for OMB specific applications, the OMB Private Cloud, and VIP staff as required. Contractor shall operate the service desk and desk side support in order to respond to problems and inquiries received from the customers via e-mail, telephone, or web. Contractor shall attempt to efficiently and effectively resolve customers’ inquiries, problems, concerns, questions, and general requests for OMB services. Contractor shall demonstrate the required knowledge and experience in resolving technical problems and inquiries of software and hardware as described in the requirements of a particular task order. It is the contractor’s responsibility to log, track, and resolve all inquiries received. Contractor shall document and track all received inquiries (until closure), reporting on statuses, providing performance metrics, and capturing best practice, utilizing OA’s problem/inquiry logging and tracking system or comparable call tracking system of OMB’s choosing. Contract staff shall determine the priority of each trouble call as it is received. Service desk duties require strictly following OA’s service desk processes, policies and procedures. Contractor shall work with the Management and Operations division technical staff for reporting and problem resolution as required. Service Desk Required Experience: Service desk is the focal point in dealing with customer issues, therefore Contractor shall ensure that employees performing service desk duties are fully capable of providing the required specialized support. Contractor service desk staff shall: • Demonstrate knowledge, experience and expertise with Remote Management tools • Demonstrate knowledge of technical security policies such as Defense Information Systems Agency (DISA) Security Technical Implementation Guides (STIGs) Microsoft Security Patches, procedures and web-based efforts for providing security support at the desktop locations • Obtain and maintain a CompTIA Certifications Meet Department of Defense (DoD) + certification or equivalent. • Use government furnished service desk software for tracking, resolving and documenting desk-side support • Provide remote-capable diagnosis, repair and problem resolution • Provide asset inventory management • Provide change request management • Assist clients with licensed software problems/questions • Coordinate with engineering staff to maintain, diagnose and repair network communications to client computers. • Be responsible for connectivity from the network switch to the desktop, checking continuity of cables and signals • Diagnose and repair client workstation hardware failures (to include printers, and external peripherals) • Diagnose and repair client software failures for approved software • Install and maintain licensed Government-owned software packages • Manipulate and maintain client operating system software to allow various network access and related services. • Assist local equipment custodians to maintain equipment inventory and to obtain product warranty information in order to utilize valid warranties on Government owned equipment • Coordinate with appropriate Government Technical POCs when providing any maintenance, diagnosis and repair • Install new workstation hardware and software • Install and support printers and other peripheral devices such as scanners and external drives • Monitor desktops to ensure unapproved software does not reside on workstations as mandated by OMB policies and directives • Move equipment from one location to another on the EOP Complex and off the Complex in the surrounding area • Contractor shall adhere to the property accountability procedures b. Engineering Duties: OMB operates, engineers, and maintains several systems primarily on Microsoft platforms. These systems include file & print servers, SharePoint servers, Microsoft SQL servers, Remote Desktop servers, Citrix servers, etc. We are 100% virtualized on Hyper-V 2019. OMB prides itself on maintaining modern and cutting-edge systems and requires contract staff that can stay up-to-date with new technology. Current level of effort is 40 labor-hours per week. Engineering Required Experience: In support of engineering duties, contractor personnel must demonstrate subject matter expertise in network operating systems, network equipment and networking protocols and must have the ability to create scripts and batch files. Strong interpersonal skills are also important, as the network engineer must understand the networking needs of not just users but the organizations as a whole and be able to effectively communicate to management the advantages and disadvantages of infrastructure solutions. The network engineer must be able to create network plans, get various technologies to talk to each other and know which ones just will not communicate well, document the existing network infrastructure, coordinate with technical solution providers, and troubleshoot and find solutions to problems that lower level staff cannot solve. c. Software Development Duties: OMB utilizes an Agile Development process and Microsoft technologies
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