EPA Procurement Forecast Database

Last Updated:
Record Number:
FY 12 - 462
Procurement Title:
Managed Desktop Services and Solutions (MDSS)
Description of Acquisition:
End-user supported services: User Support Services, Desktop/Laptop/Scientific Workstation Support and Management, Mobile Devices, Security, and Reporting and Documentation.
Procurement Office:
Headquarters Procurement Operations Division (HPOD)
End User by AAship or Region:
Office of Environmental Information (OEI)
End User by Program Office,
Division or Laboratory:
Office of Technology, Operations, and Planning
NAICS Code Title:
Other Computer Related Services
NAICS Code Size Standard:
Contract Type:
Firm Fixed Price
Procurement Method:
FSS (Federal Supply Schedule) (Non-MOBIS)
Estimated Dollar Range:
>$10M - $50M
Place of Performance:
HQ, RTP, Cincinnatti, and all 10 Regional offices
Solicitation Issue Date (by Quarter):
FY 2012 - Q2
Target Award Date (by Quarter):
FY 2012 - Q4
EPA Contact:
Jessica White
Other Procurement Information:
EPA will utilize the ITS-EPA 2 contract to fulfill these services
Acquisition Planning
Award Information:
Company Name & Date:

Contract Award Number:
Statement of Work (Attachment(s) or Internet Link):
This document is a Statement of Work (SOW) for the Environmental Protection Agency (EPA) Information Technology (IT) Managed Desktop Services and Support (MDSS) acquisition. EPA with this SOW is putting forward requirements for a task order on one of three contracts that will support agency computing users. These three separate contracts will cover managed desktop services and support, print services, and hardware procurement. This SOW describes the scope of managed desktop services and support and cross contract touch-points, performance requirements, and expectations for MDSS.

Precise methods for meeting these requirements are not specified in the SOW; instead, this document identifies the administrative and technical responsibilities, performance and regulatory requirements, and workload requiring support that will form the basis of the task order resulting from this acquisition. Most functions and activities will be handled as firm fixed price task and sub-tasks with additional tasking identified as being supported under separate Contract Line Items (CLINs) using a mix of fixed price and time and materials billing. (See Appendix A.22 for details.) All work performed must comply with all applicable regulations and guidelines as set forth in this document or as instructed by the Contracting Officer Representative (COR) pursuant to the Technical Direction clause of this task order.

For the purposes of this document, the term Service Provider (SP) refers to a private sector company that will develop, assemble and execute a comprehensive solution to the MDSS requirements outlined in this SOW. As used within this document, the term user covers EPA staff and designated non-EPA entities, Federal, non-Federal as well as contractors with whom EPA has agreements to extend IT support services. These users support management, research, programmatic and administrative functions within the EPA.

1.1 Purpose

The EPA aims to continue to build upon its current services incorporating lessons learned and best practices to provide an exceptional user experience. The purpose of this SOW is to provide a clear understanding of the Managed Desktop Services and Support to be provided by the SP to EPA users as detailed in the SOW, as well as an understanding of the current support services environment and desired areas of improvement.

1.2 Scope

The scope of this SOW includes the workload and efforts of both federal employees and IT support SPs currently performing the MDSS requirements across multiple locations.

The support provided under this task order is required to meet the needs of all EPA users. EPA users include Standard, Power, High Computing, and Shared Computer as well as Remote Users and users at alternate work locations. At the start of this task order, service will include users at EPA’s Headquarters in Washington, DC and throughout the country and will cover approximately 11,500 seats. During the term of this task order other EPA regions may choose to participate at their discretion. Should all regions opt in, the total number of seats would have a ceiling of 25,000 seats. EPA’s average ticket count is 9,954 calculated using the average of the total ticket counts across September, October and November, 2011 and represents the task order as initially scoped, not including the optional CLINS. This SOW covers both standard and non-standard EPA IT hardware and software. Under the terms of this task order, the SP will provide support for EPA hardware endpoints including but not limited to the following:

▪ Desktops, laptops, thin clients.
▪ Scientific computers, PCs used as laboratory instrument controllers and software will be included in the scope of support only if the High Computing Users Optional CLIN defined on page 1-10 is exercised.
▪ Access to EPA server resources, data, systems, printers and peripherals.
▪ EPA operating systems (OSs), Commercial Off the Shelf (COTS) software and custom developed software. (See appendix A.11- Standard Enterprise Software for details.)
▪ Access to the EPA wide area network (WAN) and the Internet.
▪ Technical refresh of EPAs computing endpoints.
▪ Assistive Technology Center Support.
▪ Training and Conference Room Support.

(See section 1.7 – User types, for further details on EPA user types as well as EPA hardware endpoints and their configurations.)

EPA’s standard hardware and configurations are subject to a quarterly review and may change depending on available hardware from manufacturers and the incorporation of evolving technology. Future hardware under consideration includes tablet computers and mobile devices with varying OSs. Other future technology yet to be defined may also be included (e.g. virtual desktops). The SP will be responsible for accomplishing the tasks within the SOW as defined herein. The SP will provide services to complete the following:

▪ Installation, implementation, provisioning, maintenance, deprovisioning, decommission, removal and disposal of IT infrastructure through EPA’s Office of Administration and Resources Management’s (OARM’s). Federal disposal requirements as described herein on a continuing basis in response to EPA user requirements.

▪ Maintain an awareness of the quality, efficiency and cost-effectiveness of all services provided, with a continuing emphasis on devising and developing better methods and/or procedures to provide the IT infrastructure required by the EPA user community to meet present and future needs in support of EPA’s mission.

▪ Coordination of procurement by EPA federal staff through EPA’s Program Offices and the EPA designated hardware provider.

The scope of this MDSS task order is to provide desktop services and support to EPA users located at the Headquarters office in the Washington, D.C. metropolitan area as well as other locations through the country. (See Appendix A.3).,, remote users, and alternate work location users as described in Section 1.7. EPA may choose to add additional locations and users to MDSS over the course of the task order through separate Contract Line Items (CLINs). Specifically, EPA may choose to expand the task order to include support for the 10 EPA Regional Offices, labs and other remote locations. (See Appendix A.3) offices.

▪ The SP will be required to coordinate and collaborate with other EPA infrastructure IT service providers (e.g. VoIP, PBX, switches, routers, hubs, Wireless LANs, network wiring, mobile telephone services, landline telephones, audio/video equipment and services).

1.2.1 EPA Cross-Functional Oversight and Coordination
The Director of the Enterprise Desktop Solutions Division (EDSD) is responsible for oversight of MDSS and integration of touch-points between two other contract vehicles for the provisioning of services to the EPA (Managed Print Services and Hardware Procurement). The CORs will serve as the key point of contact for the management, operation, and application of this program. Cross-Functional Oversight Team
The Cross-Functional Oversight Team will serve as the EPA Points of Contact (POC)s to the SP across all EPA locations. The organizational structure of EPA’s Cross-Functional Oversight Team will be determined by the EDSD Director at a later date, but can be expected to collaborate with the SP project manager(s) and site leads. Cross-Functional Oversight Functions
The objective of the Cross-Functional Oversight Team is to monitor service performance from an agency perspective. This includes a combined approach of reviewing SP reports and maintaining interactive dialogue with the SP to ensure comprehensive oversight. The oversight program reporting is not intended to duplicate measurement of operational data or any quality assurance reports, but is designed to keep the EPA informed of SP status, efficiency, and areas requiring improvement.

The Cross-Functional Oversight team will include the COR and will coordinate with SPs across the MDSS, Managed Print Services, and Hardware Procurement contracts to ensure that touch-points between services are clearly defined and understood by each individual SP to ensure responsibility and accountability as well as establishing an approach to address potential conflicts. The team will define SP interaction with internal EPA services, programs such as (BigFix, Active Directory (AD), Working Capital Fund (WCF), etc.), and EPA technicians. The team will also coordinate regional user integration and touch-points should they begin to utilize these services.

Figure 1-1: Cross Contract Coordination

1.3 Objectives

EPA managed desktop services and support will be designed to provide highly integrated and responsive technical support that, first and foremost, strives to provide an exceptional user experience. The SP will accomplish this by providing a structure capable of meeting the needs of EPAs varied user communities, fostering user confidence and security by providing the highest quality of service to address all registered concerns quickly and accurately, and following through in a manner that considers the needs of the users and the agency.

EPA’s goals for this task order will be achieved through SP adherence to the SLAs defined in Appendix A.20 and include the following:

▪ Creating and maintaining value for our end users through an enhanced service delivery model that is focused on operational excellence, innovation, and repeatable processes.

▪ Providing a secure, stable, and customer oriented desktop that provides end users the tools and services necessary to achieve the mission of the Agency.

▪ Creative approaches to communicating with users, and empowering users to remediate lower complexity issues themselves through self-help etc.. Containing costs to the Agency by utilizing industry best-practices in providing support and services based on an Information Technology Infrastructure Library (ITIL) framework.

▪ Continually measuring and improving processes and IT services to increase efficiency and effectiveness through the application of ITIL Continual Service Improvements (CSI).

▪ Establishing a clearly defined SP organizational leadership (PMs, Site Representatives, etc.).

▪ Minimizing EPA staff’s hands-on intervention and involvement in operations.

▪ Resolving incidents and problems as rapidly and effectively as possible.

▪ Effective ticketing methods and processes that map to customer credentials (Lotus Notes Active Directory, etc.) to allow for easy ticket tracking and reduced repeat calls to the call center.

▪ Ensuring high quality services are delivered as effectively and efficiently as possible.

▪ Clearly defined and efficient hardware asset management.

▪ Ensuring timely and effective provisioning that enables users to quickly become active and able to perform their job functions.

▪ Ensuring EPA users have the right resources at the right time to perform their jobs as efficiently and effectively as possible with minimal disruption to services.

▪ Sufficient levels of help desk operators who are technical, knowledgeable of government processes (legacy knowledge of EPAs environment is considered important), who are adequately trained and monitored.

▪ Providing expansion capabilities able to accommodate increases in user base or advances in technology.

1.4 Organizational Environment

This section describes the structure of the EPA. It describes EPA’s mission, organization and the Office of Environmental Information (OEI) through which MDSS services, as detailed in the Service Requirements, will be managed. It also provides a description of the EPA’s Change Advisory Board (CAB) and Assistive Technology Center (ATC).

1.4.1 Environmental Protection Agency
EPA’s mission is to protect human health and the environment. Since 1970, EPA has worked for a cleaner, healthier environment for the American people. EPA employs 18,000 people across the country, including offices in Washington, D.C.; 10 regional offices; and more than a dozen laboratories and other locations. EPA users come from a variety of disciplines; more than half are engineers, scientists and policy analysts. In addition, many employees are legal, public affairs, financial, information management and computer specialists. EPA is led by its Administrator, who is appointed by the President of the United States.

More information about EPA, including organizational charts, can be found on the EPA website at http://www.epa.gov/epahome/aboutepa.htm.

1.4.2 Office of Environmental Information
OEI is the central IT organization within EPA. The Assistant Administrator for OEI serves as the Chief Information Officer (CIO) for the Agency. OEI, under the supervision of the CIO, is responsible for advancing the creation, management and use of information technology and data as a strategic resource to enhance public health and environmental protection, and promote informed decision-making and improve the public’s access to information about environmental conditions. Additionally, OEI is responsible for providing the ability to access, use and communicate environmental program and administrative information.

OEI is responsible for the effective implementation and management of the MDSS services. As specified in the task order, OEI has the responsibility for regular reporting to Office of Management and Budget (OMB) to ensure the SP is cost effective and efficiently delivering MDSS services across the Agency.

Each Program Office and region has a liaison to OEI who is also responsible for IT management within its own organization. Designees in the program offices are referred to as Information Management Officers (IMO). Designees in the regional offices are referred to as Information Resources Management (IRM) Branch Chiefs (BCs).

The Office of Technology Operations and Planning (OTOP) within OEI is the EPA’s focal point for policy, management and implementation of EPA’s IT infrastructure. It is responsible for oversight of federal and EPA IT statutes, regulations and standards. OTOP sets hardware, software and telecommunications standards, operates EPA’s internal information technology infrastructure and organizes strategic planning for IT and security. MDSS will be managed by OTOP.

1.4.3 Change Advisory Board (CAB)
The MDSS SP will participate in the CAB and follow the processes and procedures as defined in the EPA OTOP PM/ITIL Implementation Project: Change Management Process and Procedures (See Appendix A-15). The SP task order Program Manager, Deputy Program Manager or other SP representative as approved or requested by the COR shall attend CAB meetings (See Appendix A.8). EPA’s CAB consists of personnel from each OTOP division and office familiar with the OTOP IT environment. The CAB coordinates and provides oversight for all OTOP technology systems including changes related to desktop solutions, mobile devices, hardware, software, middleware, firmware, telecommunication/network, environment, systems, applicable documentation and facilities through the OTOP CAB. The OTOP Change Management Processes and Procedures ensure standardized methods and procedures are used for the efficient and prompt handling of all system changes, and achieve the following objectives:

▪ Manage changes to systems and track all system configuration and associated document changes, as well as the integrity, availability and maintainability of the system. Changes are identified, defined, evaluated, approved, and tracked through completion.
▪ Ensure that the implementation of changes results in a minimum disruption of service.
▪ Reduce or eliminate incidents related to the implementation of changes.
▪ Provide clear guidance on responsibilities and compliance requirements.
▪ Ensure reasonable change activities are planned and executed consistently.
▪ Ensure compliance with higher level operations and security guidance, while taking into consideration any more stringent EPA requirements or exceptions.
▪ Meet or exceed all federal regulatory policies and procedures communicated to government agencies which affect configuration and change management processes to be implemented on EPA information technology assets.
▪ Ensure an audit trail. This includes change requests, approvals, pre-installation test results, and installation/deployment dates, to support the system. It also includes effectively planning to ensure the ability to reverse a deployment or implementation.
▪ Facilitate life cycle management and operational consistency. This is verified by auditing installed systems against process compliance.
▪ Facilitate making effective risk-based decisions to maintain each system’s mission capability, authorized security posture, and minimize risk.
▪ Ensure all Computer Security Incident Response Center (CSIRC) considerations are included.
▪ Ensure that service packs and standard updates are applied in accordance with standard change procedures.
▪ Ensure EPA notifies customers of pending system changes that could impact availability or operations.

In the event that regions begin to utilize MDSS, the Cross-Functional Oversight Program Team will ensure regional representation on the CAB and assist in the development of any unique change management processes and procedures that would better fit the regions existing environment.

1.4.4 Assistive Technology Center
The SP will be required to provide support for assistive technologies at all EPA-supported facilities in compliance with Section 508 (See Section 2.1.6 for further details). To support EPA users who require assistive technologies, the EPA operates an Assistive Technology Center (ATC). The ATC is located in the basement of EPA East, 1201 Constitution Ave. NW, Washington, D.C room B132. The ATC houses Computers equipped with a variety of accessibility tools. These tools are samples of the types of tools that can be used to enable employees who are deaf or hearing-impaired or who have mobility, visual, and/or cognitive disabilities to work with electronic and information technology. The mission of the ATC is to work with employees and managers to find accessible solutions for users with unique desktop accessibility requirements, to facilitate the acquisition and installation of those tools, to provide a place where system developers may test agency applications and websites for compliance with accessibility requirements, and to present assistive technology tool demonstrations and provide hands-on try-outs and education. Approximately 14% of users are provided support through the ATC.

1.4.5 Training and Conference Room Support
The SP shall provide support for training and conference rooms located throughout EPA facilities. To support EPA training and conference rooms, the SP shall:

a) Maintain all MDSS Equipment in compliance with the requirements set forth herein.

b) Accept and own tickets for MDSS equipment. If the SP cannot provide direct support, The SP shall be responsible for routing the issue in accordance with the MDSS Routing Matrix (See Appendix A.9 and A.24).

1.5 Operating Environment

This section describes the government and SP’s responsibilities for providing real property and the processes for funding MDSS services (as detailed in Section 3 - Service Requirements).

1.5.1 Service Location
The SP shall provide Tier 1 support (phone support) at an EPA furnished primary and backup locations using Echopass to rout calls between the sites. The SP shall provide Tier 2, on-site support, at all EPA locations for MDSS supported users. (See Appendix A.17) Tier 3 and Tier 4 support shall be provided off-site.

1.5.2 Service Volume
In order to provide an estimation of the anticipated call volume, historical statistics covering the current approximately 12,500 users are included in Appendix A.6 - Historical Service Desk Volume. The call volume and statistics listed are provided for estimation purposes only and do not represent a binding number of service or support incidents anticipated by the EPA.

1.5.3 Government Furnished Property
EPA will provide facilities, equipment, supplies, and materials to the SP for on-site support and service provided to EPA users. This government furnished property (GFP) includes access to facilities, software, and accounts. The SP shall not use GFP for any purpose other than execution of work under the scope of this SOW.

Based upon the staffing and storage needs of the SP, EPA will provide limited facility space – 11,000 sqft across all EPA facilities used to accommodate 70 contract personnel and storage. See Appendix A.24 for the distribution within EPA sites. EPA will work with the SP to ensure adequate space is provided for storage and on-site SP personnel. EPA will provide office furniture, network lines, telephones, and phone lines for on-site personnel. The government will maintain government-owned facilities throughout the duration of this task order. Types of services provided with the facilities may include utilities, janitorial services, and trash removal. The SP shall not relocate activities or operational units within assigned facilities or make modifications to facilities without prior approval from the COR. Damages to facilities determined to be the fault of the SP shall be repaired by the SP at no expense to the government, as directed by the COR. The SP shall return facilities to the government in the same condition as received, except for normal wear and tear and approved modifications. The government reserves the right to reallocate and relocate assigned facilities during the term of the task order.

EPA will provide government furnished accounts for Active Directory, Lotus Notes, and other systems as deemed necessary to meet the requirements of this task order.

The SP shall use EPA provided desktop management software tools. Access to these tools will be provided to the SP and will include remote access via VPN using a soft token. The Agency currently holds licenses to;

▪ BMC-Remedy Service Desk
▪ Symantec Endpoint Virus Protection
▪ IBM Tivoli Endpoint Manager - Enterprise Suite (TEM)
▪ Beyond Trust Powerbroker
▪ Absolute Computrace
▪ Checkpoint Full Disk Encryption
▪ BoxTone for Blackberry Support
▪ Bomgar Remote Assistance
▪ Flexera AdminStudio
▪ eBusiness
▪ EPA Automated System Security Evaluation and Remediation Tracking (ASSERT)

1.5.4 SP Furnished Property
The SP shall furnish all property not specifically identified in section 1.6.3 as government furnished in performance of this task order. Equipment used by the SP and interfaces with EPA systems must be approved by the COR, meet EPA standards, and comply with applicable federal and EPA policies and regulations (See Appendix A.4).

1.5.5 Working Capital Fund
A “Working Capital Fund” (WCF) is a financial tool (“intra-agency revolving fund”) for managing common administrative services within a Federal agency and represents the Agency’s IT Service Catalogue. Working capital funds are consistent with the President’s Management Agenda and with Federal Accounting Standards Advisory Board criteria for managerial cost accounting.

Funding of the EPA WCF is provided by fees collected from other Agency appropriations and other federal agencies to offset costs incurred for providing Agency administrative support for computer and telecommunication services, financial system services, employee relocation services, and postage.

Usage (Workload) Submission
Usage is the financial data delivered by the SP to report the amount of service provided under the Working Capital Fund (WCF) in the unit of measure required by the WCF service. Depending on the service provided the unit of measure will vary, for example - hours, cost, # of month, counts, or quantities. Specific unit of measure and required format will be provided by the EPA annually in conjunction with exercising a task option year.

Information Required to Submit Usage
The SP shall report service usage under the Working Capital Fund in the unit of measure required for the WCF service. If the unit of measure is SP costs the usage report must match the SP’s invoice for the period. Otherwise, usage is generated by capture methods for the Working Capital Fund and shall be inclusive of service provided to the WCF customers thru the last day of the prior month. Usage shall be submitted in eBusiness and provided at a minimum, no later than the 7th day of the calendar month and shall be successfully validated no later than the 10th calendar day of the month. The EPA will grant the SP access to eBusiness to submit usage. Usage input files shall adhere to the following requirements:

c) Be composed of both header and detail records.

d) Header records include the service code and summarize the detail records that follow.

e) A separate header record shall be created for each service for which usage will be submitted.

f) The SP shall be required to correct and resubmit any usage files that fail eBusiness validation.

g) Be in a fixed width text file format.

h) Not all services will have the Date, Time, Phone Minutes Used, Phone Calls, or Category fields.

i) For services where these fields are not applicable the information should be left blank.

j) Negative amounts such as credited usage should be submitted with a negative sign (-) before the usage. For example, -1234.000 would credit usage for -1234.000 units.

k) The Start Date and End Date of usage detail records should not span across months.

Table 1-1: Working Capital Fund Usage Report Format
Header Record Requirement
Field NameExplanation
Record TypeThe record type for header records is H. Header records summarize the detail lines that follow.
Service CodeService Code that pertains to the detail records that follow
Number of RecordsNumber of detail records that follow this header record.
UsageTotal Usage for this service code. Total Usage is the sum of the usage detail records.
Detail records will contain the data fields described below for usage that is summarized in the header record
Detail Record Requirement
Field NameExplanation
Record TypeThe record type for detail records is D. The detail record type represents individual usage records.
RegistrationIDeBusiness Registration ID
UsageUsage amount in units.
StdtStart Date of service provided for the usage in YYYYMMDD format.
EnddtEnd date of service provided for the usage in YYYYMMDD format.
DateDate (optional) in YYYYMMDD format. Historically provided for Teleconferencing services
TimeTime (optional) in HHMMSS military time format. Historically provided for Teleconferencing services
PhminsPhone Minutes Used (optional) Historically provided for Voice services
PhcallsPhone Calls (optional) Historically provided for Voice services
CategoryCategory code (mandatory/optional dependent per product).
Special Projects (TC, TZ and XX)
Headquarters Support Projects (TC), Technical Consulting Services (TZ) and Internet Service Center (XX) are Working Capital Fund (WCF) services through which special projects are funded. Customers work with the Service Provider Team to identify customer needs, define a statement of work, apply all associated direct costs to the Technical Cost Proposal and calculate the costs associated with the project. The SP shall be prepared to provide this specialized service capability in addition to normal service provisioning for those projects that do not fit but are related to the different common data processing service offering. These services provide the expert consultation and project support required to do the following:

1. Define customers’ technology needs, options, and solution alternatives

2. Define and integrate infrastructure, voice, and data services

3. Provide consultation for other, miscellaneous services

4. Define special needs or requirements, and to recommend technical solutions in the following areas:
4.1. Information technology solutions & integration
4.2. Infrastructure cable and wiring
4.3. PC configuration/backup or server backup
4.4. Specialized development & application services (Headquarters offices)
4.5. Collaborative IT conference room support (design, build-out, and implementation)
4.6. Program office support

5. Define and integrate technology for special infrastructure and voice and data services including:
5.1. DSL Internet support
5.2. Homeland Secure Data Network
5.3. HQ Off-Premise Services
5.4. On-Site field telecommunications (EPA Regions and laboratories)
5.5. Electronic systems

6. Provide other specialty services such as:
6.1. IT equipment moves & rentals
6.2. IT training, specialized training, and classroom scheduling
6.3. PC networking
6.4. Technical and general consulting
6.5. Lifecycle web page and application development support
6.6. Database design, security, data conversion, testing, deployment, monitoring, performance tuning and problem resolution support
6.7. Geographical Information Systems (GIS) application consultation, development and support
6.8. Document management and imaging support
6.9. Data and telecommunication network connectivity support
6.10. Security support that addresses needs and concerns about platform security, data integrity, policy compliance, and operational security procedures
6.11. Scientific modeling and visualization services, parallel programming, and development of visualization applications and products
6.12. Resource sharing and collaboration services
6.13. Requirements analysis, pilot and proof-of-concept projects, project management and coordination, data analysis, and new and evolving technology research, planning, and consultation
6.14. Conference support
6.15. Application support coverage hours in excess of that which is provided by Web Application Support Services (XS)
6.16. Other contract services not directly available through existing Working Capital Fund (WCF) services such as Proofs of Concept, web analytics, system and application upgrades, and special documentation projects.

The contractor shall prepare and submit monthly WCF bills for each customer served under the TC, TZ and XX services. The bills shall adhere to all the WCF business office formats and due dates. Each month’s bill shall be reviewed by the TOCOR before submission. The SP shall charge each customer’s work to the appropriate project code. The SP shall include in each month’s billing submittal a summary for WCF and a detailed report for each customer’s charges, including, but not limited to labor, travel, ODCs, and other miscellaneous charges which may accrue to the customer through work provided via written technical direction from the TOCOR. Each month the contractor shall review the actual customer billing released by the WCF business office to ensure that submitted data was properly billed.

1.1 Technical Environment

This section describes the current EPA-CTS equipment base, existing user types, service levels and help desk tiering within the EPA.

1.1.1 Equipment Base
The current equipment base for all EPA hardware to be covered under this task order is listed below. The equipment base statistics are provided for estimation purposes only and do not represent a binding number of end-points anticipated by the EPA. However, should regions begin to utilize this service, numbers may increase incrementally up to 25,000 deployed units. The following current hardware profile includes approximately 12,500 deployed units comprised of approximately 75.5% laptops and 24.5% desktops:

▪ Desktop Computers: 3,235
▪ Laptop/Notebooks: 9,283
▪ Monitors: 12,518 (1 monitor for each computer)
▪ Printers: 1,300 (network attached), 650 (local printers)

1.1.2 User Types
The following user type definitions provide an overview of the users to be supported under this task order. The SP shall provide support for all of these user types and configurations in accordance with the directives of this SOW.

Standard Users
The general user community within the EPA operates a standard computing configuration. EPA’s standard hardware includes the following characteristics:

▪ Personal computer hardware (desktop/laptop) configured using the EPA standard OSs uniformly configured per the Agency System Configuration Document (SCD) – available upon request.
▪ Windows XP, Windows 7 (or above) OS.
▪ Maintained uniformly with centrally-managed OS patches and updates.
▪ Includes uniform core software. (See Appendix A.11)
▪ Individual systems also have a wide variety of non-standard software specified by each user to facilitate performance of their work.

Power User
EPA’s Power Users include application developers and research analysts. The Power User Computer includes the following characteristics:

▪ Personal computer hardware (desktop/laptop) configured using the EPA standard OSs uniformly configured per the SCD.
▪ Windows XP, Windows 7 (or above) OS
▪ Maintained uniformly with centrally-managed OS patches and updates.
▪ Includes uniform core software. (See Appendix A.11)
▪ Individual systems also have a wide variety of non-standard software specified by each user to facilitate performance of their work. Specialized software examples include but are not limited to the following:
Statistical software including R and SAS.
GeoSpatial including ESRI products.
Development Software including Oracle and Coldfusion.

High Computing Users (Optional CLIN)
The scientific community requires computing power, data management, and data storage capabilities far exceeding those needed for standard computing activities. The ability to modify this environment quickly by adding new capabilities is necessary to efficiently meet current and future needs of EPA’s science and research community. Computer equipment used by this group may be standalone or networked and includes the following characteristics:

▪ Computers configured using:
Windows (i.e., Windows XP, and Windows 7 or above).
Unix/Linux (i.e., Unix, RHEL Linux, SGI IRIX and Sun Solaris).
Apple Mac used by individuals or groups for high-end computing, graphics and display processing, or platforms for specific user software.
Older versions of Windows, DOS, Unix and Linux that may be required to support specialized software and equipment.
▪ Computers configured and maintained according to Agency SCD and Standard Image documentation.
▪ Individual systems also have a wide variety of non-standard software specified by each user to facilitate performance of their work.

Computers connected to Lab Equipment (Optional CLIN)
In support of computer equipment connected to Lab Equipment (i.e., Scientific Systems):

▪ May be connected to laboratory instruments or equipment.
▪ May be used in the field, outside of EPA facilities and will receive the same level of support provided to remote users/alternative work location users.
▪ Lab computer equipment running non-standard versions of the Windows or Linux OSs including OS modifications, upgrades and patches necessary to maintain the Agency SCD and security specifications to the highest extent possible without interfering with the purpose or operation of the laboratory equipment, system operations (e.g., backups) when requested by the Computer owner and system administration of laboratory Computers and accounts.
▪ Includes peripheral hardware and software not part of the originally provisioned system (e.g. specialized interface boards or software used to connect a Radioisotope or Mass Spectrometer to a pc).

Remote Users/Alternate Work Location Users
The EPA’s mobile workforce may be indirectly connected to the EPA Network, via an internet service provider by means of Air-card, DSL, dial-up, or other forms on telecommunications. This mobile workforce is composed of individuals that may be working from home (or other locations) on telework, medical, or flexiplace agreements; on travel at conference centers, training, or other duty stations; conducting experiments, sampling, or research “in the field”, or working “off-line” performing investigative assignments, etc..

International Travel Users
In instances where EPA employees need to travel overseas, they are provided hardened laptops to increase security and reduce its surface for vulnerability. There were 113 laptops provisioned for international travel between October 2010 and November 2011. On average, this equates to 10 users per month.

Shared Computer Users
The EPA maintains some Computers that support multiple staff members which require user specific management of software configurations and profiles.

1.1.3 Support Levels
Standard Support
The majority of users at EPA users fall into this category.

Premier/Executive Support
EPA currently has approximately 100 designated Premier/Executive users located at HQ in Washington, DC who access this service. These represent 2% of the supported users. These users are typically the Senior Leadership team of the Agency and their immediate support staff. The number of Premier/Executive level support calls received under this structure between Nov 2010 and Nov 2011 was 1111 (approximately100 tickets/month). During the term of this task order, this support is expected to expand to include Premier/Executive Users from the regional offices (see Appendix A.3) as they sign onto the MDSS services. Support under this expanded coverage will not exceed 2% of the supported users for a given region and of MDSS users. EPA will provide the list of Premier/Executive users and may change the list of designated Premier/Executive users at its sole discretion periodically as needed.

Emergency Support (Optional CLIN)
Emergency situations may dictate a temporarily increased level of service for appropriate personnel (e.g., Emergency Response, National Decontamination Teams, etc.). The increased level of service is only provided for the length of time needed to achieve the Agency’s stated mission. Support requirements will be provided prior to this CLIN being exercised.

1.1.4 Service Desk Support Tier Levels
EPA’s Service Desk support is divided into four tiers providing escalating levels of support and turnaround times.

The following tier level definitions provide guidance when these terms are used herein.

Tier I – Help Desk/Call Center Personnel
The SP’s Tier I technician provides initial support for basic user needs. The role of the SP at this level is to gather user information and determine the user issue by analyzing the symptoms and the underlying problem. Once the SP has accurately identified the problem and logged it into the Enterprise Service Desk system (BMC-Remedy), the SP attempts to resolve the user’s problem. Problems not resolved at this level are escalated to Tier II support.

Tier II - Desk Side Support Personnel and System Administrators
The SP’s support personnel at this level are more experienced and have a more in-depth knowledge about a specific product or service. The SP’s Tier II technician assists Tier I personnel in solving technical problems or investigating elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. The SP shall escalate problems not resolved at this level to Tier III support.

Tier III - Engineering Support
Tier III Engineering support handles the most difficult and advanced problems. The SP Tier III technician performs expert-level troubleshooting and analysis of issues and problems. They are responsible for assisting Tier I and Tier II and for the research and development of solutions to new or unresolved issues. When a solution to the problem is determined, Tier III support is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment and implementing the best solution to the problem. Once the solution has been identified, the SP delivers it to the user and makes it available for future troubleshooting and analysis. The problem or issue then becomes a known issue or problem and can be addressed by Tier I or Tier II support.

Tier IV - Vendor Support
The service provider will coordinate Tier IV Vendor support. Tier IV Vendor support handles problems that cannot be addressed by the SP staff alone. After the SP performs Tier III troubleshooting and analysis of issues and problems and is unable to address them, the SP shall reach out to the hardware or software vendor for support. The SP shall own the issue and be responsible for communicating with the vendor and ensuring the issue is addressed. When a solution to the problem is determined, the SP is responsible for testing it in a test environment and implementing the solution to the problem. Once the solution has been tested, it is delivered by the SP to the user and made available for future troubleshooting and analysis. The problem or issue then becomes a “Known Issue” and will be recorded by the SP in the Enterprise Service Desk (ESD) Resolution Knowledge Base to ensure it can be addressed at Tier I, Tier II or Tier III support in the future.

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