Sources Sought Notice for Information Technology Client Services for the U.S. Naval Academy

PERFORMANCE WORK STATEMENT FOR INFORMATION TECHNOLOGY CLIENT SERVICES U.S. Naval Academy Information Technology Services Division GENERAL INFORMATION The tasks this solicitation supports include Information Technology (IT) support staff for the Information Technology Services Division (ITSD) at the United States Naval Academy (USNA) and surrounding Annapolis Area Complex (AAC). The personnel will be working in the Client Services Department of ITSD with occasional work conducted for other departments within ITSD. The Contracting Officer Representative (COR) and Technical Project Manager (TPM) will represent the government in overseeing that contracted duties are carried out per the specifications in this Performance Work Statement (PWS). Approximately four to five government Technical Quality Assistants (TQA) provide input to the COR/TPM regarding daily tasks performed by contracted personnel. Contractor personnel shall be familiar with industry and USNA ITSD standards and requirements for information technology equipment and applications including support thereof. ITSD follows guidance from higher authorities in the Department of Navy (DoN) and Department of Defense (DoD) regarding acceptable use of information technology equipment, cybersecurity guidance and restrictions, and procurement/destruction of information technology equipment. The contractor shall ensure all personnel adhere to guidance, instructions, regulations, and standard operating procedures (SOP) for ITSD and all higher authorities pertaining to information technology within USNA and the AAC. Contractor personnel shall have regular in-person and telephone contact with government technical and communications staff, commercial technical support staff, and a wide variety of end users regarding service requests/work orders, repair problems or issues, questions regarding use of various equipment or software features, or other information technology related matters. The contractor shall provide an On-Site Project Manager (OSPM) to supervise all work performed under this PWS. The OSPM will work in close conjunction with the COR, TPM, and TQAs to ensure contracted personnel are assigned work as applicable and that all work effort is coordinated with government FTEs to prevent duplication of effort. The contractor shall provide 8 total personnel. 1 OSPM and 7 techs. The contractor should have a Facility Security Officer (FSO) and the ability to initiate background checks. Services shall be invoiced in accordance with contract requirements. A flexible team of contractor personnel with a range of information technology knowledge, skills and abilities is required for this effort. Work shall be primarily Monday through Friday. Work performed before or after normal working hours is rare and is only authorized by the TPM or COR based on emergent requirements, emergency situations, after hours unplanned events, or planned conference/seminar coverage. If a staffing variance is required, the contractor must seek COR approval three business days in advance. Normal working hours shall be based on the type of work being performed. See the table below: -- 1 of 22 -- Personnel assigned to the ITSC shall ensure coverage for opening or closing. To be determined by COR. OVERALL OBJECTIVE: To acquire on-site Client Service (CS) support. 1.0 PURPOSE The work to be performed under this contract will support USNA as representative of work performed by ITSD. The contractor's efforts will focus on providing functional and technical program support for CS supporting customers to maintain hardware and software on USNA computer devices. Additional efforts include maintaining various accounts in applications serviced by ITSD, ensuring Life Cycle Management (LCM) principles are in place, application of cybersecurity requirements, and assisting in various ad hoc special projects under the ITSD purview. 1.1 BACKGROUND The USNA ITSD provides voice, video and data communications service and support for selected organizations located throughout the AAC. These offerings are a critical component of USNA ITSD's centrally managed and fully integrated responsibilities encompassing all AAC information technology. The USNA ITSD supports approximately 7,000 clients located throughout the 650-acre AAC and an additional 400 clients at the Naval Academy Preparatory School (NAPS) located in Newport, Rhode Island. IT on-site support requirements for NAPS are covered under a separate contract. The ITSD Client Services Department is responsible to provide IT support to all clients. Tier 1 support consists of receiving requests for service, providing telephone assistance in resolving reported problems, and tracking requests in a ticket management system from receipt of call to completion of service. Tier 2 support is invoked when telephone consultation proves inadequate to resolve the user's issues and consists of the resolution of a trouble ticket requiring a visit by information technology specialists to the client's work site or vice versa. Both Tier 1 and Tier 2 support also utilize remote assistance by connecting to client workstations in order to facilitate delivering services to customers within the AAC. IT support is accomplished by a blended team that consists of both government Full Time Employees (FTEs) and contract personnel. Team members identify and deliver situation-specific information technology support services Type of Work Working Hours On-Site Project Manager (OSPM) 7:00a.m. to 3:30p.m. Information Technology Service Center (ITSC) Support 7:00 a.m. to 3:30 p.m. or 7:30 a.m. to 4:00 p.m. Academic Technical Support Center (ATSC) Support 7:00 a.m. to 3:30 p.m. Bancroft Hall Support 7:00 a.m. to 3:30 p.m. Shop Support 7:00 a.m. to 3:30 p.m. -- 2 of 22 -- satisfying discipline-specific client needs (e.g. learning space operation and maintenance, technology-curriculum integration and coordination, faculty/staff education, rudimentary systems administration, e…