ENTERPRISE IT SUPPORT

1 Performance Work Statement (PWS) U.S. Army Office of the Surgeon General (OTSG) Headquarters Medical Command (HQ MEDCOM) Army Medical Department (AMEDD) IT Support Services PART 1 GENERAL INFORMATION 1. General: This is a non-personal services contract to support the United States Army, Office of the Surgeon General (US ARMY OTSG), and United States Army, Headquarters Medical Command (USA HQ MEDCOM), Direct Reporting Units (DRUs), other Army organizations and/or authorized users (as required) outside and within the Continental United States (OCONUS/CONUS) initiative to sustain the current infor- mation management/information technology (IM/IT) infrastructure and future IM/IT en- hancements. This contract shall encompass a wide range of IT services, including net- work support, database management, and cloud operations, with a focus on compliance with federal IT security standards. The government shall not exercise any supervision or control over the contract service providers performing the services herein. Contractor service providers shall be accountable solely to the Contractor who, in turn, is responsi- ble to the Government. 1.1 Description of Services/Introduction: The contractor shall provide professional non-personal, supervision, and other items necessary to perform IT help desk support, systems management, and project management as defined in this performance work statement. 1.2 Background: The OTSG/MEDCOM is a direct reporting unit of the U.S. Army. The Office of the Surgeon General (OTSG) is the principal organization responsible for executing the Army Medical Program to provide top quality health services needed in support of military operations, to members of the Armed Forces, their families, and oth- ers entitled to Department of War (DOW) health care. The Army Medical Department (AMEDD), G6 Directorate is the organization element responsible for planning, integra- tion, oversight and policy formulation for the Information Management/Information Tech- nology (IM/IT) aspects of the Army Medical Program. 1.3 Objectives: The basic service objective is for the Contractor to provide compre- hensive IT support services to OTSG and HQ MEDCOM. Support includes, but is not limited to: • Providing IT help desk, network, and technical support for various IT systems, equipment, and devices. -- 1 of 29 -- 2 • Assisting in the automation of tasks and managing systems to improve efficiency and re- duce costs. • Offering program and project management services to support the organization's IT mission. • Ensuring the continuous availability of IT capabilities and resources on both NIPRNET and SIPRNET. 1.4 Scope: The contractor shall provide technical support services and IT helpdesk support to OTSG and HQ MEDCOM staff, intra/inter agency, other Army organizations and/or authorized users (as required) related to the Army’s mission to support military health care with IM/IT and infrastructure requirements on the Non-Classified Internet Protocol Router Network (NIPRNET) and the Secret Internet Protocol Router Network (SIPRNET) that allows capabilities and functions to mature across the command. The contractor shall manage a range of services that assist users in managing, trouble- shooting, and optimizing their information technology systems. The contractor shall en- sure that hardware, software, networks, and other technological infrastructure function smoothly. IT support shall cover technical troubleshooting-solving problems with hard- ware, software, wireless devices, telecommunication devices, and connectivity; Preven- tive maintenance- updating systems, monitoring performance, and avoiding downtime; Security management-protecting networks, devices, and data from cyber threats; Stra- tegic guidance-advising on IT investments, upgrades, and future needs; User assis- tance-helping users effectively use technology. 1.5 General Information: 1.5.1 Quality Control: Quality control is the responsibility of the contractor. The contrac- tor shall be responsible for the delivery of quality services/supplies to the government (see FAR 52.246-1, Contractor Inspection Requirements). The contractor shall develop, implement and maintain an effective quality control system that includes a written qual- ity control plan (QCP). The QCP shall implement standardized procedure/methodology for monitoring and documenting contract performance to ensure all contract require- ments are met. The contractor’s QCP shall contain a systematic approach to monitor operations to ensure acceptable services/products are provided to the government. The QCP, as a minimum, shall address continuous process improvement; procedures for scheduling, conducting and documentation of inspection; discrepancy identification and correction; corrective action procedures to include procedures for addressing govern- ment discovered non-conformances; procedures for root cause analysis to identify the root cause and root cause corrective action to prevent re-occurrence of discrepancies; procedures for trend analysis; and procedures for collecting and addressing customer feedback/complaints. The contractor shall upon request provide the government with its quality control documentation. The QCP is to be delivered within 30 days after contract award. Three copies of a comprehensive written QCP shall be submitted to the con- tracting officer (KO) and contracting officer representative (COR) within five (5) working days when changes are made thereafter. After acceptance of the quality control plan -- 2 of 29 -- 3 the contractor shall receive the contracting officer’s acceptance in writing of any pro- posed change to its QCP. 1.5.2 Quality Assurance: The government will evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is a government document primarily focused on what the government must do to ensure that the contractor has performed in accordance wit…