PERFORMANCE WORK STATEMENT FOR UNITED STATES TRANSPORTATION COMMAND (USTRANSCOM) COMMAND, CONTROL, COMMUNICATIONS & CYBER SYSTEMS DIRECTORATE (TCJ6) MANAGED INFORMATION TECHNOLOGY SERVICE (MITS) ENTERPRISE SUPPORT Managed Services 10 December 2020 1 PERFORMANCE WORK STATEMENT (PWS) 1 DESCRIPTION OF SERVICES 1.1 Background The United States Transportation Command (USTRANSCOM) located at Scott Air Force Base (AFB), IL, is one of 11 Unified Combatant Commands (UCC). USTRANSCOM provides command and control (C2) for the synchronized transportation, distribution, and sustainment of personnel and assets, making possible the projection and maintenance of national power wherever needed with speed and agility, high efficiency, and a high level of trust and accuracy. USTRANSCOM’s mission is to provide air, land, and sea transportation for the Department of Defense (DoD) and other Government and non-Government organizations during both peace and war. The Commander, USTRANSCOM, is tasked as the single manager of the Defense Transportation System (DTS) to oversee defense common-user transportation assets. The Secretary of Defense further expanded the USTRANSCOM mission by tasking USTRANSCOM to manage key components of the Joint Deployment and Distribution Enterprise (JDDE). An important functional requirement is the integration of the Transportation Component Commands (TCCs): Air Mobility Command (AMC), Surface Deployment and Distribution Command (SDDC), and Military Sealift Command (MSC). USTRANSCOM Command, Control, Communications, and Cyber (C4) Systems (C4S) Directorate (TCJ6) provides essential C4S support to the USTRANSCOM Commander, the Joint Enabling Capabilities Command (JECC) and the TCCs in performance of the command’s mission to provide global air, land, and sea transportation to meet national security objectives. The USTRANSCOM C4 environment interfaces with numerous on-site and remote commercial, DoD, service, and common-user networks (i.e., Secret Internet Protocol Router Network (SIPRNet), Non-secure Internet Protocol Router Network (NIPRNet), DoD approved cloud environments and the Scott AFB Local Area Network (LAN), Wide Area NetworkWAN), Metropolitan Area Network (MAN), or the DoD Information Networks (DoDIN)). A myriad of applications make use of the USTRANSCOM C4 infrastructure by providing access and services to the USTRANSCOM user community. USTRANSCOM operates the Common Computing Environment (CCE) surrounded by a network defense infrastructure. The USTRANSCOM CCE, supported by TCJ6 and multiple United States Air Force (USAF) organizations and SDDC, is comprised of several operating systems clients and servers both on premise and in the DoD approved cloud environments, both physical and virtual. Supported operating systems, software, applications are listed in Appendix F: Operating Systems/Software/Applications Supported and Protocols in Use are listed in Appendix G: Protocols in Use. The diversity of applications riding on the USTRANSCOM CCE (C2 systems, information management systems, mail/message systems, and security systems) increases the complexity and difficulty to integrate new system requirements. The information security infrastructure operating with the USTRANSCOM CCE is a unique integration of products demanding a high degree of technical skills and understanding. SDDC, a component of USTRANCOM provides global surface transportation to meet national security objectives in peace and war. SDDC executes its mission through three core processes: (1) surface movements, (2) personal property and passenger movement, and (3) deployability engineering. It is a joint-service major Army command and USTRANSCOM’s surface transportation component. SDDC’s mission, “To provide global surface distribution 2 management and services to meet National Security objectives in peace and war,” positions this organization as the link between DoD shippers, commercial carriers, and the warfighters offering safe, responsive, efficient distribution and deployment solutions for the military. DoD uses Information Technology (IT) for worldwide surface deployment, distribution and in-transit visibility of equipment and supplies. The SDDC Information Management Directorate’s mission is to manage the mission area support functions (communications, automation, storage area networks, audio-visual, publications, and records management disciplines). NEED TO ADD AMC LINES 1.2 1.2 Scope The scope of the contract effort is to provide a broad range of Managed Information Technology Services, MITS and C4S capabilities to support the USTRANSCOM, AMC and SDDC missions. Information Technology (IT) technical skills will be required to support the USTRANSCOM C4 environment, which interface with numerous on-site and remote commercial, DoD, service, common-user networks, and in the DoD approved cloud (i.e., Secret Internet Protocol Router Network (SIPRNet), Non-secure Internet Protocol Router Network (NIPRNet), DoD approved cloud environments and the Scott AFB Local Area Network (LAN), Wide Area Network WAN),Metropolitan Area Network (MAN), or the DoD Information Networks (DoDIN)). Additional support will be required to a myriad of applications that make use of the USTRANSCOM C4 infrastructure by providing access and services to the USTRANSCOM and SDDC user community. Additionally, the contractor shall provide a range of IT services to include cyber security, network operations and maintenance, IT planning, system integration, technical testing and evaluation, analysis and guidance, software management, systems administration, purchase of hardware and software, hardware repair and enhancements, service desk, software configuration, end user devices support/desktop services, architecture and infrastructure management, system management, audio visual and video teleconferencing, and all deliverables related to these services. The contractor shall utilize managed services best practices to perform the tasks and subtasks of this PWS to provide responsive IT service delivery. The required outcomes are delivering Managed IT services to USTRANSCOM users within agreed service levels and achieving continual service improvements to IT services. The contractor shall be responsible for coordinating, managing, assigning resources, processes, and activities with regard to the successful delivery of the entire IT service delivery process as defined in this PWS. The contactor, in concert with the Government, will establish, collect, and report metrics to evaluate and improve service delivery performance. The contractor will leverage a Managed Services framework, other Government publication (e.g. DoD Enterprise Service Management Framework (DESMF) edition II, or latest version) and IT Service Management (ITSM) to establish a business management approach and discipline to IT service delivery. Managed IT Service is a set of specialized organizational capabilities to design, implement, and manage quality services providing value to our business partners and customers. Contract shall comply with DoDI 8440.01 “DoD Information Technology (IT) Service Management (ITSM)” These capabilities take the form of functions and processes for managing services over the lifecycle, through strategy, design, transition, operations, and continual service improvement (CSI). This contract shall use Managed Services best practices to perform the following: Develop an Integrated Master Schedule incorporating all contractor tasks, projects, 3 plans, activities to show schedule, resources, and objectives Identify ITSM issues and focus on the highest priorities identified by Government Service multiple customers with varying requirements Define, measure, and report relevant metrics to help with fact-based decision-making Improve efficiency by automating standard tasks, and streamlining processes by applying lean principles to the work Unite teams and processes by understanding interdependencies and how they impact one another Influence the organizational culture to support CSI activities 1.3 1.3 Specific Tasks 1.3.1 Task 1: Contract Level and Contract Management This task consists of the functional activities relating to the administration and management of this effort. The contractor shall identify a Program Manager (PM) by name who shall provide management, direction, administration, clerical support, documentation, quality assurance, and leadership during the execution of this PWS. The contractor shall designate a principal point of contact for technical issues in addition to the PM. The contractor shall provide a centralized program management capability. The contractor shall prepare documents such as briefings, point papers, and meeting minutes related to status of the performance of this PWS. The contractor shall provide support in the specific areas outlined below in this PWS. The contractor shall provide all deliverables listed in section 1.4, to include referenced documents, contractor-developed and Government approved plans, schedules, and milestones. The contractor shall meet stated Government requirements and milestones. If contractor misses milestones, the Government must be notified in writing within 24 hours of the missed deadline. The contractor’s PM is the authorized point of contact with the Government Contracting Officer’s Representative (COR). PM responsibilities include, but are not limited to, interfacing with Government management personnel, staffing of all tasks, formulating and enforcing work standards, creating personnel and project schedules, reviewing work