Mission Support Alliance Statement of Work For General ... · The Subcontractor help desk and desk...

Mission Support Alliance

of 22 Updated March 9, 2018

Statement of Work

For

General Materials or Services Title: Hanford Help Desk and End User Support Date: 3/9/2018 Revision Number: 0



1.0 INTRODUCTION / BACKGROUND

On the Hanford Mission Support Contract (MSC), the Mission Support Alliance LLC (MSA)—a joint venture comprising Leidos, and Centerra Group —provides a range of services for the U.S. Department of Energy (DOE) and its subcontractors, in support of the Hanford site environmental cleanup mission in south-central Washington State. These services encompass information resources/content management (IR/CM), safety, security, and environment, site infrastructure and utilities, site business management, portfolio management, including equitable cost distribution through usage based service rates. The statement of work (SOW) represents a portion of the MSA Information Management (IM) scope that will be subcontracted.

Hanford is ~562 square miles, half the size of Rhode Island, with ~500 buildings networked and distributed across seven major population centers. This requires MSA IM to provide and integrate the full spectrum of technology services, inside/outside plant (copper & fiber), network and telecommunication facilities (data center, nodes, huts, towers), indoor and outdoor wired and wireless networks (routers, switches, access points, transmitters, receivers, repeaters), voice, data and network resources (systems, servers, databases and applications), commercial and emergency radio services, site notification and alerting systems, and the hardware and software for end user computing requirements, including network printers.

The IM Services component of the MSA contract support includes approximately 4,500 desktops, 3,500 virtual desktops, 1,800 laptops and tablets, 1,300 mobile devices, 10,000 phones (VoIP), 950 servers, 1 PB of storage, 2,386 telecommunication circuits and 600 applications. The MSA IM organization provides shared services, including comprehensive managed seat services, managed print services, collaboration services, Help Desk, a 24/7 Network Operations Center, WAN/LAN, VPN, remote and mobile access support, physical and virtual infrastructure services, hybrid private, commercial cloud computing infrastructure, platform and software acquired services, security operations support, access and account management. Our general IT support includes program and project management, asset management, legacy IT support, infrastructure modernization, technology migration planning, data center optimization, systems engineering and integration, including Tier-3 support and end-user training. The MSA contract also includes significant software development, application modernization, maintenance, and testing of mission applications and database administration. MSA IM telecommunications services includes administering, operating, and maintaining telephones, cell phones- government and personally owned Mobile Device Management (MDM) services, telecommunication special circuits (point to point and point to multi-point), two-way radio, and pagers, alerting systems and audio teleconferencing. MSA IM provides comprehensive cyber security services, including cyber security management, monitoring, incident response, and reporting. The Hanford IT services, managed by MSA IM, serves two distinct DOE remote offices: the Department of Energy (DOE) Richland Operation (RL) and the DOE Office of River Protection (ORP). Within these offices, there are four major prime contractors consuming the IT



services. MSA works with DOE to maximize the use of common IT services and ensure that IT costs are distributed equitably across the diverse user community. This subcontract will provide the services as described in the SOW to this diverse user community. The Help Desk subcontract scope is defined in this SOW.

2.0 OBJECTIVE

The Subcontractor shall provide a single point of contact help desk to provide Hanford Local Area Network (HLAN) Hanford user assistance and technical support services, including desk side software support, user account administration, telephone, service catalog and mobile support.

3.0 DESCRIPTION OF WORK – SPECIFIC

This SOW represents a service-based contract where the Subcontractor is given two options to provide support. The subcontractor must provide a bid for Option 1 (Onsite), but is also given the option to bid on Option 2 (Offsite).

1. Onsite: Subcontractor provides the labor skills to accomplish the scope and the MSA

provides government furnished equipment (GFE), including office space, furnishings, office equipment, phones, Automated Call Distribution system, ticketing software, cars and tools required to execute the scope. MSA will work with the Subcontractor for GFE, and reserves the right to determine the appropriate level of GFE and office space required to accomplish the scope. MSA reserves the right to determine the appropriate level of GFE in the event of an unreasonable request, or dispute.

2. Offsite: The Subcontractor’s location must be within the continental US. The Subcontractor will provide the labor skills and quantities to accomplish the scope and their own office space, furnishing, office equipment, software and tools required to execute the scope. Computers connecting to the Hanford network will need to be imaged according to Hanford requirements and only used for work supporting Hanford. The Subcontractor must also provide a mechanism for audit capabilities. The Subcontractor must have the ability to be fully operational by the contract start date. The transport connectivity to the Hanford network will need to be redundant and is the responsibility of the Subcontractor. The routers and switches will be provided by the MSA along with Hanford user accounts, general office software, ticketing software and remote connectivity in order for the subcontractor to support the Hanford end users. MSA will provide up to four cubicles for onsite End User Commuting personnel and up to two offices for the Mobile Support personnel. The End User Computing personnel and Mobile Support personnel must be onsite. Efficiencies associated with Option 2 must be clearly stated in the proposal.



3.1 Help Desk Support The Subcontractor shall be the Tier-1 single point of contact Help Desk providing diagnosis, troubleshooting, and resolution for customer desktop problems, including resolution of complex technical software problems and telephone (VoIP/Analog) support. The Subcontractor’s help desk support shall include multiple methods for submission (call/email/web/chat), but is required to maintain one telephone number (376-1234) and a web interface to the Hanford service catalog to enter help desk support requests at a minimum. Requests that cannot be handled over the phone will be routed to the appropriate Subcontractor Tier-2 field team (End User Computing or Field Support Services), MSA Tier-3 product managers or service providers for resolution. The Subcontractor help desk and desk side support agents will be required to support the desktop management services, telephone, mobile and enterprise applications demands as outlined in Section 5.0. The Subcontractor will use the Hanford Site help desk system to capture all help desk support requests with prioritization, categorization, resolution notes, and other reporting data. The current MSA government furnished system used by the help desk is PMG – Enterprise Service Platform (ESP) and an MSA developed Active Directory integrated account management tool, which is used for managing various end user and group accounts. The Subcontractor shall support billing and tracking requirements as identified in Attachment A, Business Service Center Interface. The Subcontractor will also be responsible for ESP user account management, queue management, and reporting any issues with the ESP system. Note: If the subcontractor is bidding on an off-site location, as define in Option 2, and intends to use their existing ticketing system, they shall develop a system-to-system interface at their own expense. Currently, MSA is transitioning from a Remedy ticketing system to ESP. ESP will be configured with Incident Management, Automated Escalations and integrated with an Asset Management tool. The Subcontractor shall support the MSA in the utilization of ESP and participate in workshops to ensure help desk requirements, workflows and interfaces are appropriately addressed and improved in ESP. In addition, Hanford has two custom-built knowledge management toolsets: Information Resource Center (IRC) and Hanford User Help (HUH). The help desk agents will use the Information Resource Center (IRC) for internal use and the end user community uses the Hanford User Help (HUH). These systems have the capability to browse frequently asked questions and answers, common issues and resolutions, training on desktop enterprise applications and user assistance articles. The Help Desk uses the custom-built knowledge IRC management tool to capture various fixes and solutions to end user computing issues



and make that knowledge available to help desk agents. When appropriate, solutions from the knowledge management tool are made available to end users, via the HUH website, for them to be able to resolve problems on their own. The knowledge management tool also connects users to information on network status and other IT services and resources. The Subcontractor is expected to use and update the government owned knowledge management toolsets and support the migration of those toolsets to ESP. It is recommended, whether onsite or offsite, that the Subcontractor use MSA’s system, in order to stay current for the life of the contract. The Subcontractor shall administer and manage network user accounts and other account types, such as but not limited to: network share areas, user data areas, email accounts, resource accounts, access groups, password resets, account unlocks, and other account management activities using the GFE account management tool. This includes: processing additions, deletions, and modifications in accordance to MSA account management guidelines for disabling, expiring, and deleting accounts. The Subcontractor will look for ways to reduce call volume, reduce length of call, provide enhanced service, implement improvements, through innovation, and identify solutions, in conjunction with MSA, to provide better customer satisfaction. This includes identifying patterns and trends that through better communications, hardware or software changes and operations or maintenance processes would reduce call volumes. The Subcontractor shall provide the following technical Help Desk support services: Provide a working help desk Lead, who shall:

• Establish schedules, set priorities, provide support/direction regarding administrative issues

• Act as a liaison between Tier-1, Tier-2 and MSA Tier-3 support and other Hanford Site support organizations

• Gather/analyze the metrics as defined in section 7.2 • Analyze support tickets for trends, strategic resolutions, and/or communication

recommendations • Review IM General Delivery messages for content and accuracy • Daily review of customer satisfaction surveys. Any survey with a rating of 3 or

less the lead must contact the customer and inform the Enterprise Customer Support Services Manager

Provide help desk Agents, who shall:

• Assist users with desktop software installs remotely or at customer premise • Assist users with individual restoration of files • Maintain and operate the Hanford knowledge management tools (HUH/IRC)



• Maintain and operate remote assistance tools • Assess customer satisfaction via surveys, including questions regarding the

timeliness, accuracy, resolution, and quality of service received • Administer network user accounts in the account management tool

3.2 End User Computing (EUC) Desk Side Support The Subcontractor shall provide end user desk side software and desktop support when service request cannot be done remotely.

• Support end users with software and hardware setups, problems, upgrades and workstation configuration changes or issues that cannot be accomplished remotely

• Support end user customer (EUC) service marketing and communications for new and upgraded deployments of supported systems

• 3-4 vehicles will be provided by MSA for desk side support personnel 3.3 Mobile Device Enterprise Support Services The Subcontractor shall provide individual end user mobile enterprise device enrollment and configuration support services.

• End user interfacing requirements for both personal and government owned devices • End user Tier-1 mobile device and/or replacement support, mobile device setup

support, mobile application support of company provided software, i.e. Mobile Device Management (MDM), Hanford Mobile app, etc. and end user support for acquiring mobile devices

• Support for remote access requests including: new service, changes and deactivation

• Manage the activation and deactivation of virtual smart cards • End user setup support in establishing direct access or other like Virtual Private

Network (VPN) services on mobile devices 3.4 Telephone Help Desk Support Services The Subcontractor shall provide the following Telephone Help Desk support services:

• Provide Tier-1 telephone help desk support, includes completing customer requests for changes to telephone services, such as setting up call forwarding, updating line appearances, add/remove/change voicemail, setting up speed dials, updating billing and location information with ANI/ALI 911 information



• Work with MSA move coordinator and other Hanford contractors to arrange telephone Move / Add / Changes.

• Act as the first point of contact (POC) for customer Video Teleconferencing (VTC) issues and questions. Coordinate support with field support technicians and engineers as appropriate

• Diagnose and resolve telephony technical hardware and software issues, working with Voice Engineer, Tier-2/Tier-3 support as needed and coordinate repairs with field support technicians and engineers as appropriate

• Augment general help desk calls as appropriate 3.5 Non-IT Support The help desk shall provide a single point of contact for non-IT MSA services identified in the MSA Service Catalog: safety, electrical, water, roads, etc. Support is limited to coordinating and tracking the service request to the appropriate performing organization. The Subcontractor shall provide the following support services:

• Provide support staff to act as single point of contact for services identified in the MSA Service Catalog with coverage provided during standard Hanford Site business hours. Estimated volume is 1,300 a month

• Handle initial requests for MSA services, route requests to the appropriate performing organization

• Ensure that all service requests are entered into a central repository that identifies requests and provides a status of those requests through completion

• Track closure status on all such requests and trend the quality of service performance

• Escalate any service catalog workflow or related issues to the appropriate SME 3.6 End User Training The Subcontractor will provide training on selected applications or operating systems to the Hanford site users. This training may be in the form of formal classroom, video training and/or on-demand type training. The subcontractor will also be responsible quarterly for marketing their help desk services by creating articles, web page updates, and/or end user outreach, such as a tips/tricks or a frequently asked questions for the Hanford site end users. 3.7 ESP and Reporting Services The Subcontractor shall provide the following ESP and reporting services:



• ESP queue and account setup management • Weekly/Monthly/Quarterly/Annual reporting requirements as requested by the

BTR, to include separation by disposition codes, as mutually agreed to when applicable

• Ad Hoc reporting requirements as requested by the BTR • Liaison between Help Desk and system administrator dealing with ESP system

issues • Lending support for expansion and additional functionality as required • Reports as described in Section 7.0

3.8 Customer Service The Subcontractor will look for ways to implement improvements utilizing innovative approaches and identifying solutions in conjunction with MSA to provide better customer satisfaction. Some of examples of this are: reducing call volume and reducing call length by educating the customer. The Subcontractor will review the customer satisfaction surveys generated from the ESP ticketing system on a daily basis and contact any customer with a rating of three or below. The Subcontractor will discuss the ranking and circumstances of the lower ratings with the Enterprise Customer Service Support Manager. 3.9 Disaster Recovery The Subcontractor shall have the capability to recover from a disaster and to provide the appropriate documentation. It is the expectation that the Help Desk remains fully operational during a disaster event, such as power outages, loss of network, loss of telephone service, etc.

The Subcontractor shall participate in an annual MSA IM Disaster Recovery (DR) Exercise. For this exercise and if an actual disaster recovery event occurs, documentation as to the recovery actions performed must be submitted.

3.10 Transition Plan

Objective The OFFEROR shall provide a Transition Project Plan (TPP), as part of their base proposal for MSA review and evaluation. When executed the TPP shall result in the efficient transition of work scope and resources from the existing Mission Support Alliance (MSA) incumbent Help Desk subcontract to the OFFEROR and do so within 45-days from transition start date, with minimum disruption to systems, services and to the DOE mission.



Business Expectations The Subcontractor’s TPP efforts shall ensure all systems, services, workforce, resources and procedures are securely in place for the OFFEROR to begin base contract operations at the end of the transition period. This includes, but is not limited to the following expected outcomes: 1. The facilities necessary to support the OFFEROR’S staff are acquired and ready for operations 2. Resources, facilities, and assets required to execute all work identified in the SOW are acquired and ready 3. SOW scope elements are understood and staffing requirements and responsibilities have been assigned 4. Ensure that a comprehensive due diligence evaluation of all systems, services, facilities, assets, resources, policies, and procedures has been completed and potential risks are identified, understood, and mitigated where possible. 5. Business processes and performance metrics are established, understood, and ready 6. A successful Readiness Review has been completed and formally presented to MSA 7. The OFFEROR is performing 100% of the work within 60-days after transition start date with minimal impact to site customers and to the DOE mission. Scope The OFFEROR shall submit a TPP for MSA review and evaluation that identifies their approach and all the necessary transition activities, involved organizations, and an integrated transition schedule that identifies the activities of OFFEROR, the incumbent and, as appropriate, MSA. The TPP shall identify how the OFFEROR will transition all work scope, secure the necessary workforce, acquire the facilities, and establish the business processes required to execute the SOW. The TPP shall be sufficient to convince MSA that all the responsibilities associated with the Statement of Work are addressed, understood, and will be ready for successful execution. The TPP shall include the following elements, at a minimum: The TPP shall address the transition of workers considering the preference to fill non-managerial vacancies through the hiring of employees displaced by this procurement action in accordance with the terms of FAR 52.222-17, Non-displacement of Qualified Workers. Deliverables The OFFEROR’S shall deliver: • A credible and executable Transition Project Plan • A firm fix price for complete execution of their Transition Project Plan



• The OFFEROR’S deliverables resulting from their execution of the Transition Project Plan shall include, but are not limited to:

o The transition of all responsibilities in the SOW within 45-days from transition start date

o Establishing the required workforce to execute all the SOW requirements within 45-days from transition start date

o The facilities to be utilized by the OFFEROR for personnel, assets and equipment for off-site solution

o Provide weekly written transition progress reports to MSA o Establish routine status meetings with MSA and affected contractors to review

transition activities and issues if requested o Identify accountability for all work performed under this Contract at the end of

the Transition Period.

4.0 REQUIREMENTS

4.1 General

Will work be performed on site: Yes

For any work performed on the Hanford Site or any MSA controlled facility, the provisions of the On Site Services Special Provisions, will apply to Subcontractor personnel.

If offsite, the Subcontractor shall at all times in accordance with the best practices and at no additional cost to Buyer, preserve and protect material and equipment used by Subcontractor in the execution of the work from damage or loss due to weather, fire, theft, unexplained disappearance or other similar casualty.

• Subcontractor shall at all times in accordance with the best practices and at no additional cost to Buyer, protect from damage due to Subcontractor’s operations, equipment and materials (whether stored or installed), and any and all other items on jobsite belonging to the Government, Buyer or others.

• Neither Buyer or the Government shall be responsible for any loss suffered by Subcontractor or damage to the work, or to materials, tools and equipment of Subcontractor or of any other Subcontractor, and Subcontractor assumes responsibility for any such loss or damage and for any cost of repairing, making good, or replacing any such loss or damage that may be directed by Buyer or the Government.



4.2 Engineering Requirements

Engineering requirements applicable: Yes

If offsite, the Subcontractor must meet the following:

• Install Hanford Windows Operating System site standard image with proper third-party utilities on dedicated computers connecting to the Hanford Local Area Network.

• Secured location with proper physical controls of facility as defined in the National Institute of Standards and Technology (NIST) Special Publication 800-53 Rev. 4 for a Federal Information Security Management Act (FISMA) of 2002 moderate network at the location(s) where the Hanford Local Area Network will reside. The Subcontractor must pass an MSA audit of these controls before the network will be activated.

• Redundant communications paths to the Hanford Local Area Network, preferably geographically divergent.

• Redundant telephony communication paths to Public Switch Telephone Network (PSTN) Service Provider, preferably geographically divergent.

• Battery or generator backup of power for at least two hours providing full service Help Desk or an alternate approved location to keep services available during primary facility power outage.

4.3 Environment, Safety, & Health (ES&H) Requirements

The Subcontractor shall exercise a degree of care commensurate with the work and the associated hazards. The Subcontractor shall ensure that management of safety and environmental functions and activities is an integral and visible part of the Subcontractor’s work planning and execution processes. The Subcontractor shall flow down safety and environmental requirements to the lowest tier Subcontractor performing work on the Hanford site commensurate with the risk and complexity of the work.

Prior to start of work the Subcontractor shall work with the MSA BTR to do a Job Hazard Analysis (JHA).

All subcontractor and sub-tier employees shall have completed OSHA Hazard Communication training that meets the requirements of MSC-PRO-WP-13299, Hazard Communication. See MSC-PRO-WP-10468, Chemical Management Process, for more information.

http://msc.rl.gov/rapidweb/MSCDOL/dol/displayDoc.cfm?docno=MSC-RD-13299

http://msc.rl.gov/rapidweb/MSCDOL/dol/displayDoc.cfm?docno=MSC-PRO-10468



Subcontractors and its lower-tier subcontractors shall be responsible to complete an Employee Job Task Analysis (EJTA) in accordance with MSC-PRO-WP-11058 for any of the following situations:

• For any subcontractor employee who will be on the Hanford Site for more than 30 days in a year.

• For any subcontractor employee who may potentially be exposed to hazards (e.g. radiological, beryllium, hazardous wastes, noise) while performing in accordance with the subcontract statement of work.

• For any subcontractor employee enrolled in a medical or exposure monitoring program required by 10 CFR 851, and/or any other applicable federal, state or local regulation or other obligation.

If any of the above conditions are met, the subcontractor and its lower-tier subcontractor employee is to have a current approved EJTA prior to that employee beginning work on the Hanford Site.

Buyer’s Safety and Health Procedures are available on the Internet at http://www.hanford.gov/pmm/page.cfm/Construction. The documents on this site are kept current and are available for Subcontractors and lower-tier Subcontractor use.

Unique or specific requirements: No

4.4 Quality Assurance (QA) Requirements

Are quality assurance requirement applicable to this scope of work: No

The work activities for this statement of work have been designated General Service Quality Level 0. The subcontractor shall be responsible for performing quality workmanship and shall conduct the quality control measures necessary to ensure work conforms to reference codes and standards, and other requirements defined in the SOW.

4.5 Government Property

Government property is required to be used by the Subcontractor for this effort.

If Government property is permitted or required to be used by the Subcontractor, and controlled by the Subcontractor, to accomplish this statement of work, FAR 52.245-1 is

http://bmssup:9003/FAPROD/domain/workbenchrenderer

http://www.hanford.gov/pmm/page.cfm/Construction



applicable and is incorporated into the subcontract terms and conditions by reference. A list of the Government property, if applicable, is attached to this scope of work.

• For Onsite: o Office Space o Office Equipment: computers, phones, desks, chairs, headsets, network o Help Desk Applications: Automated Call Distribution (ACD) system, ticketing

application, knowledge resource website and the Hanford User Help website o Four government furnished vehicles to support end user customer (EUC)

personnel when the Help Desk cannot perform service request remotely. Government use only.

• For Offsite: o Network equipment, not including transport circuits o Help Desk Applications: Ticketing application, knowledge resource website

and the Hanford User Help website o Onsite office space for up to four End User Computing personnel and two

Mobile Device Support personnel

5.0 PERSONNEL REQUIREMENTS

5.1 Training and Qualifications

The Subcontractor shall ensure that its personnel meet and maintain the appropriate training, qualification and certification requirements utilizing MSA provided training. Basic desired traits include:

• Strong experience working with incident and ticketing systems • Fundamental experience and ability to manage multiple tasks simultaneously • Strong organizational skills and effective in prioritizing tasks in high pressure

situations • Working knowledge of fundamental operation of enterprise computing services • Excellent analytical and problem solving skills • Ability to interact effectively and professionally with employees and customers • Possess strong attention to detail in a highly technical environment • Possess a strong working and user knowledge of:

o Windows Operating Systems (Windows 7/Windows 10) o Microsoft Office, Internet Browsers (Internet Explorer, Edge, Chrome,

Firefox), Anti-malware products (Symantec Endpoint Protection/ Palo Alto Traps)

o Adobe Acrobat o Typical business and network products



• Familiarity with the HLAN enterprise telephony environment and hardware, including working knowledge of Cisco Unified Communications Manager, Cisco VoIP endpoint and analog gateways

• Knowledge of Cisco VTC and Skype for Business technologies • Strong experience working with ESP or other incident/ticketing system • Proficient experience in a hosted VMWare Virtual Desktop environment

Subcontractor shall ensure that its personnel meet and maintain for the period of performance the appropriate training, qualification and certification requirements.

• All Subcontractor personnel shall complete MSA General Employee Training (MGET) (4-hour average per individual) and Hanford Site Orientation (HSO) (sent to the Subcontractor at their location) • Subcontractor shall provide personnel on-going product training as needed to stay current with support requirements. New products introduced by the Site will included the initial help desk personnel training if applicable. Subsequent training

for changes to staff are the responsibility of the subcontractor

There are other required training if listed below:

Qualifications

The following types of training qualifications are required: Not Applicable

5.2 Security and Badging Requirements

For any on site work, see Special Provisions – On Site Services for details.

Subcontractor employees will be required to submit to vehicle searches and not personally carry or transport certain prohibited articles.

The scope of work will not require access authorization (security clearance).

If the scope of work will require access authorization, then the following applies to this scope of work:

• A security clearance is required for all Subcontractors who will have: (1) access to classified matter, (2) access Special Nuclear Material (SNM), and/or (3) require frequent, unescorted access to secured areas

• A facility clearance must be in place at Hanford for the individuals employer (facility), before a security clearance may be granted Facility Clearance (FCL) approval will be required for a facility to be eligible to (1) access, handle or possess classified information, (2) SNM, or other hazardous material presenting a potential sabotage threat, or (3) responsibilities for safeguarding $5M+ of government property. If any of these criteria apply to the SOW, the Contract Specialist needs to be notified immediately, in order to process clearance paperwork. The work



cannot begin until an FCL is in place. A new FCL is required for each subcontract meeting the criteria

• A Subcontractor that will not possess classified information or matter, or SNM at the subcontractor’s place of business and will only access such security activities at other cleared facilities must be cleared as a “non-possessing facility”

5.3 Work Location / Potential Access Requirements

Onsite Option: Primary work location is 1981 Snyder Street, Richland, WA 99354. End user computing field support will include areas within the Hanford Nuclear Reservation as described in section 1.0 Introduction Background.

Offsite Option: Primary work will be at the Subcontractor’s facility. Mobile support will be at 1981 Snyder and end user computing field support will include areas within the Hanford Nuclear Reservation as described in section 1.0 Introduction Background.

5.4 Site Access and Work Hours

Hanford personnel at the Hanford Site work a standard 4/10 schedule.

The standard work week consists of:

• Monday - Thursday: 6:00am to 4:30pm (site standard) • Friday: 7:00am to 3:30pm

Note: On average, Friday interactions are significantly less (approx. 1/10th the interactions) than the standard Monday through Thursday daily volume.

The subcontractor should be prepared to perform services throughout the entire defined work hours listed above. The subcontractor shall provide on-call after-hours full help desk, end user computing and mobile device enterprise support coverage as requested by the Network Operations Center (NOC). The NOC takes any additional help desk calls outside of the normal scheduled work hours. If the NOC is unable to assist the customer with a resolution then the NOC will contact the “On-Call” help desk analyst for resolution. The after-hours calls average 10 per month.

Work performed outside these operating hours shall be coordinated and/or approved through the BTR and/or the Contract Specialist prior to performing the work.

5.5 Business Demand Requirements



The Subcontractor shall provide sufficient resources with the appropriate skills to support the following volumes:

• Approximately 7,800 user accounts are active in a given month with a 3% growth

annually • Approximately 6,650 help desk calls, 58 desk side support tickets, 2,000 emails,

and 250 web tickets a month • The help desk supports and tracks, on average, 1,300 MSA Service Catalog web

based, non-IT requests and ~150 calls monthly regarding these requests The Subcontractor shall anticipate supporting Mobile Enterprise Services for 1,300 mobile devices, such as cell phones and 400 Windows mobile devices, such as laptops/tablets that utilize Remote Access and need certificate activation. Support for the Mobile Enterprise Services averages approximately 125 interactions per month. MSA anticipates no more than 5% growth annually growth in Mobile Enterprise Services. Currently:

• The majority of the cell phones are personally owned devices with the remainder

being government owned devices used for work groups, safety representatives and other contractor organizations

• Approximately 66% of the cell phone devices are iOS and the remaining 34% are Android

• All of the currently supported tablets are iOS • Remote Access certificate activation and support for Windows mobile devices, i.e.

laptops and tablets

MSA reserves the right to modify the units, upward or downward, in the future if the average three months volumes change upward or downward 10% from the previous three months average.

5.6 Standard Hardware & Software Current Standard Supported Hardware

Desktop and Laptop Computers: Dell OptiPlex 7050MT, Dell Latitude 5480/Q2800/8000 Monitors: Dell Professional P2217H, P2417H, and P2717H Thin Clients: Wyse 5030 Zero Clients Smartphones: Samsung Galaxy S Series 5,6,7,8 and Galaxy Note 3, 4, 5 iPhone 5,6,7,8,X models



Standalone Printer: HP LaserJet Pro 400 M402 dne Network Printers/Convenience Copiers: Konica Minolta Bizhub

Current Standard Supported Software The table below shows the commonly supported desktop software applications. This software is fully supported and maintained through the single point of contact Help Desk. For some specialized, site-specific applications, Tier-3 support is provided by MSA organizations.

NOTE: Applications with an established end-of-life date are considered declining standards. Windows 7, 10 (64 bit) Symantec Endpoint Protection 12.x Palo Alto Traps Internet Browsers: Internet Explorer, Edge, Chrome, Firefox Adobe Acrobat Reader Adobe Flash Player 16

BitLocker SharePoint 2013, SharePoint Online

Outlook 2013, 2016 Skype for Business 2015 Access 2013, 2016 Excel 2013, 2016 PowerPoint 2013, 2016

Word 2013, 2016 Microsoft Project 2013, 2016 Microsoft Visio 2013, 2016 Site Forms

During the period of performance, software and hardware standards will be upgraded as products reach end-of-life and are replaced with more current models or releases. The Subcontractor shall support the new standards providing they are of like model, version or functionality.

6.0 MEETINGS

Subcontractor shall participate in all meetings as required by the Buyer’s Technical Representative (BTR). Some examples of these meetings include:

• Monthly Program Review, which will go over the monthly metrics, as set forth in the proposal. MSA uses a four-panel system, which includes metrics, accomplishments, concerns and path forward.

• Monthly collaboration meetings • MSA scheduled meetings • Ad Hoc meetings



7.0 DELIVERABLES AND PERFORMANCE SCHEDULE REQUIREMENTS

The Subcontractor’s performance in support of the Single Point of Contact Help Desk will be measured by monthly metrics as defined below. Consideration will be made if major outages or service interruptions cause abnormally high volumes to the Help Desk. This may be relaxed if the cause is outside of the Subcontractor’s control.

7.1 Deliverables

Deliverables are required to be furnished by the Subcontractor.

The Subcontractor shall provide a monthly report, due on the 4th business day of the month, with the following information:

• Monthly customer survey results • Weekly and monthly details of active and resolved tickets categorized, as directed

by MSA • Monthly breakdown of total Help Desk interactions: calls, E-mails, web tickets,

chats • Monthly breakdown of total end user support interactions: North & South queues • Monthly breakdown of Mobile Device Support Services: Air Watch/Intune, Direct

Access, Mobile Device • Daily and monthly breakdown of the types of incidents (tickets) by category • Define innovative approaches and solutions in conjunction with MSA to provide

better help desk service. Some of examples of this are: reducing call volume, reducing call length, innovative ways to handle large call volumes during an outage or service interruption and educating the customer.

• Results of key performance indicators from the Service Level Agreements in section 7.2

• Additional information as requested by the BTR

7.2 Service Level Agreements The Subcontractor performance in support of the Single Point of Contact Help Desk will be measured on the following key performance indicators:

• Monthly call time to answer is less than or equal to 60 seconds, 80% of the time • Monthly queue time average is less than or equal to 60 seconds • Monthly customer satisfaction ratings of 4.5 or above on a 5.0 scale • Monthly call abandonment rate less than 6% • Monthly first contact resolution rate is greater than or equal to 90% • No more than 10% unresolved help desk tickets on a daily basis



7.3 Schedule

Base Contract Start Date: 10/1/2018 Completion Date: 9/30/2020

Option Year One Start Date: 10/1/2020 Completion Date: 9/30/2021 Option Year Two Start Date: 10/1/2021 Completion Date: 9/30/2022 Option Year Three Start Date: 10/1/2022 Completion Date: 9/30/2023

8.0 SPECIAL REQUIREMENTS

Negotiated with the Contract Specialist and approved by the BTR.



ATTACHMENT A Business Service Center Interface Objective The Subcontractor shall use the MSA Enterprise Service Platform (ESP) for managing IM services, tracking performance, managing IT assets, and capturing service billing information that will allow MSA to reconcile the Subcontractor invoices. Business Expectations As a partner, MSA expects the Subcontractor to recommend and support MSA in the improvement of IM technology, billing and service expense management capabilities, service provisioning processes, risk management, and determining Site service demands. The goals are:

• Simplify customer request for service processes • Continually improve bill auditing and error detection capabilities • Ensure accuracy of enterprise technology expense allocations • Improve visibility and understanding of enterprise technology costs • Consolidate enterprise-wide equipment and service inventories, and ordering and billing

processes. To minimize expenses and interface complexity, the MSA IM organization expects the Subcontractor to use the MSA ESP to manage IM enterprise technology, resources, and services. ESP will be used by MSA to manage, track, audit, and distribute cost equitably to end user organizations for IT services and systems that currently make up the Hanford Site's diverse technology portfolio. A single information repository of IM assets and services will provide the information needed to optimize inventory levels and determine which systems and services should be developed, modernized or retired within the Hanford Site IM portfolio. ESP is also used to provide IM assets and service demands by end user, by organizations, and by company. The Subcontractor’s use of the MSA ESP is vital to MSA establishment of a closed loop, “order to chargeback” process across the entire enterprise. Training on the ESP will be provided to the Subcontractor at no cost. Scope The MSA ESP, and the associated service catalog, shall be used by the Subcontractor to capture all service requests for end user computing, network and telephone services, infrastructure and telecommunication support, enterprise application support, and when requesting records, radio, pager and field service support from a third party. The Subcontractor shall use the MSA ESP provisioning capabilities to obtain MSA Field Service Subcontractor Support when required. The goal is to jointly use the MSA ESP to capture service requests, document service and equipment provisioning data, provide cost estimates, track service response times, and track the accuracy of service estimates. The provisioning process



enables MSA IM organization to centrally manage moves, adds, changes, repairs, maintenance, disconnects, and the associated IM assets. Service response times encompass end user computing, telephone applications, and network and telecommunication infrastructure services. Response time is determined by first notification of an issue. The Subcontractor shall support MSA in meeting these response and resolution times. Response and resolution targets for service requests, in priority, are as follows:

• Mission Critical Out of Service (High): Outage of a large enterprise application or system (e.g., email service, telephone service, financial system, etc.), a large office building, or one of the Site areas that impacts a significant number of end users. Response should be immediate; resolution target is two business hours 95% of the time during standard work times and four business hours 90% of the time during off standard work hours.

• Major Out of Service (High): Outage of a major network component such as a server, the Internet, or a network switch that is impacting multiple end users. Response should be immediate; resolution target is four business hours 95% of the time during standard work hours and six business hours 90% of the time during off standard work hours.

• Out of Service (Medium): Outage of a single user or a network component outage that is using a redundancy connection or back up. Response should be immediate during standard working hours, two hour response, if requested, for off standard work hours; resolution target is eight business hours 95% of the time during standard working hours and twelve business hours 90% of the time during off standard work hours.

• Non-Out-of-Service (Medium): Single and multi-user. Response time should be within two hours 95% of the time; resolution target is eight business hours 90% of the time. Off standard hours, if requested, is best effort.

• Commodity Service Request (Medium): Move, add,, change, etc.: Response time for services that have predefined scope and published rate (network connection, computer, telephone, virtual server, etc.) is two business hours to acknowledge receipt 99.5% of the time; service request completion target for commodity IT services is five business days 95% of the time.

• Support Service Request (Individual Case Bases): Actions, tasks and projects. Response time is one business day acknowledging receipt of requests and five business days to have a response back to the requestor (e.g., completed or estimate to complete). Resolution will be driven by request scope, schedule and acceptance criteria.

• Maintenance- Preventive/scheduled Maintenance (Low): Response time is 3 business hours; resolution is 40 business hours from requested date or within scheduled time frame.

The Subcontractor will notify pre-defined points of contacts, the Network Operations Center and the MSA BTR(s) of major system maintenance issues or any service affecting outages within five minutes of identification. In the execution of day-to-day work activities, the Subcontractor shall ensure the MSA ESP and associated databases that store key information, are kept current with changes to the entire



service provisioning and expense recovery processes under their control. This includes information pertaining to carrier services, departmental billing information, end user IM assets, location information, available resources and assets for redeployment. The Subcontractor will support MSA to ensure business processes and the MSA ESP database(s) are current and accurate. The MSA ESP system will be used to capture equipment location data and end user information, including assigned IT assets for moves, repairs, employee transfers between site contractors, employee exits, 911 Automatic Number Identification (ANI) and Automatic Location Identification (ALI) information, and to better manage product and service life cycles. The product and service life cycle includes:

• Requests for Services • Estimates • Approvals • Orders • Provisioning • Installations • Acceptance • Billing • Monitoring • Disposal

The Subcontractor shall provide automated and manual data entry support, and system integration support to populate the MSA ESP with actual hours expended and material used that is applicable to their scope. The Subcontractor data entry identifies the services provided and will be used by MSA to distribute cost to appropriate end user organizations. Over the period of performance the Subcontractor shall provide recommendations for modernization and enhancements to ESP.

Mission Support Alliance Statement of Work For General ... · The Subcontractor help desk and desk...

Documents

Transcript of Mission Support Alliance Statement of Work For General ... · The Subcontractor help desk and desk...