**Johnson Space Center (JSC) Information Management\
and Media Services (JIMMS) Contract**

CONTENTS

[1.0 GOALS AND OBJECTIVES 5](#goals-and-objectives)

[1.1 Products and Services 5](#products-and-services)

[2.0 BACKGROUND 6](#background)

[3.0 MANAGEMENT AND ADMINISTRATION 6](#management-and-administration)

[3.1 Safety and Health 7](#safety-and-health)

[3.1.1 Facility Management 7](#facility-management)

[3.1.2 Environmental Compliance 7](#environmental-compliance)

[3.2 Resources Management 8](#resources-management)

[3.2.1 Operations, Project, and Function Management
8](#operations-project-and-function-management)

[3.2.2 Risk Management 9](#risk-management)

[3.2.3 Property Management 9](#property-management)

[3.2.4 Records Management 9](#records-management)

[3.2.5 Procurement 9](#procurement)

[3.2.5.1 Maintenance Agreements and License Renewal
9](#maintenance-agreements-and-license-renewal)

[3.2.5.2 Software Patches and Updates 9](#software-patches-and-updates)

[3.3 Configuration Management 10](#configuration-management)

[3.4 Work Authorization 10](#work-authorization)

[3.5 Quality Management and Control 10](#quality-management-and-control)

[3.5.1 Metrics 11](#metrics)

[3.5.2 Systems Training 11](#systems-training)

[4.0 GENERAL CUSTOMER SUPPORT 11](#general-customer-support)

[4.1 Customer Support Center 11](#customer-support-center)

[4.2 Specialized Support Services 12](#specialized-support-services)

[5.0 APPLICATIONS SERVICES 14](#applications-services)

[5.2 Applications Development 15](#applications-development)

[5.2.1 COTS Development 15](#cots-development)

[5.2.2 Web Development 15](#web-development)

[5.2.3 Forms Development 15](#forms-development)

[5.3 Database Administration 16](#database-administration)

[5.4 Sustaining Engineering 16](#sustaining-engineering)

[5.5 System Implementation 16](#system-implementation)

[6.0 INFORMATION MANAGEMENT 17](#information-management)

[6.1 Document and Data Management 17](#document-and-data-management)

[6.1.1 Electronic Document Management System (EDMS)
17](#electronic-document-management-system-edms)

[6.1.2 Design and Data Management System (DDMS)
17](#design-and-data-management-system-ddms)

[6.1.3 Engineering Drawing Control Center (EDCC)
18](#engineering-drawing-control-center-edcc)

[6.1.4 JSC Quality Documentation 18](#jsc-quality-documentation)

[6.1.5 Forms 18](#forms)

[6.1.6 Document and Data Scanning 18](#document-and-data-scanning)

[6.2 Library and Multimedia Repository Management
19](#library-and-multimedia-repository-management)

[6.2.1 JSC Library Operations 20](#jsc-library-operations)

[6.2.2 Satellite Library Operations 20](#satellite-library-operations)

[6.2.3 Multimedia Repository Management
20](#multimedia-repository-management)

[6.2.4 History Support 21](#history-support)

[6.3 Records Management 21](#records-management-1)

[7.0 WRITING, EDITING, AND GRAPHICS 22](#writing-editing-and-graphics)

[7.1 Writing and Editing 22](#writing-and-editing)

[7.2 Graphics 23](#graphics)

[7.2.1 Technical Illustration 23](#technical-illustration)

[7.2.2 Visual Design and Production 23](#visual-design-and-production)

[7.2.3 Desktop Publishing 24](#desktop-publishing)

[8.0 MULTIMEDIA ENGINEERING, INSTALLATION, MAINTENANCE, OPERATIONS AND
SERVICES
24](#multimedia-engineering-installation-maintenance-operations-and-services)

[8.1 Multimedia Engineering and Installation
25](#multimedia-engineering-and-installation)

[8.1.1 Minor Projects 25](#minor-projects)

[8.1.2 Major Projects 25](#major-projects)

[8.1.3 Sustaining Engineering 26](#sustaining-engineering-1)

[8.2 Multimedia Maintenance 26](#multimedia-maintenance)

[8.2.1 Preventive Maintenance 26](#preventive-maintenance)

[8.2.2 Repair 26](#repair)

[8.3 Multimedia Operations and Services
27](#multimedia-operations-and-services)

[8.3.1 Imagery Acquisition 27](#imagery-acquisition)

[8.3.1.1 Engineering Testing Support 27](#engineering-testing-support)

[8.3.1.2 JSC Institutional and Training Support
27](#jsc-institutional-and-training-support)

[8.3.2 Human Spaceflight Imaging Operations
28](#human-spaceflight-imaging-operations)

[8.3.2.1 Real-time Processing, Recording, and Distribution
28](#real-time-processing-recording-and-distribution)

[8.3.2.2 Post-Mission Processing, Recording, and Distribution
29](#post-mission-processing-recording-and-distribution)

[8.3.3 General Photographic Operations and Services
29](#general-photographic-operations-and-services)

[8.3.3.1 Film Processing and Scanning 29](#film-processing-and-scanning)

[8.3.3.2 Digital Imaging and Products 30](#digital-imaging-and-products)

[8.3.3.3 Flight Film Certification 30](#flight-film-certification)

[8.3.3.4 Photographic Chemical Processing
30](#photographic-chemical-processing)

[8.3.4 General Video Operations and Services
31](#general-video-operations-and-services)

[8.3.4.1 Processing, Recording and Distribution
31](#processing-recording-and-distribution)

[8.3.4.2 Video Products 32](#video-products)

[8.3.4.3 Video Teleconferencing 32](#video-teleconferencing)

[8.3.4.4 Meeting and Presentation Support
33](#meeting-and-presentation-support)

[8.3.4.5 Audio/Visual Equipment Loan Pool
33](#audiovisual-equipment-loan-pool)

[9.0 PUBLIC AFFAIRS MULTIMEDIA SERVICES
33](#public-affairs-multimedia-services)

[9.1 Mission Television Production 34](#mission-television-production)

[9.1.1 Briefings 34](#briefings)

[9.1.2 In-Flight Events 34](#in-flight-events)

[9.1.3 Live Interviews and Appearances
35](#live-interviews-and-appearances)

[9.2 Mission/Non-Mission Audio Production
35](#missionnon-mission-audio-production)

[9.2.1 Audio Program Control 35](#audio-program-control)

[9.2.2 Audio Recording and Products 35](#audio-recording-and-products)

[9.3 NASA Television and Media Distribution
36](#nasa-television-and-media-distribution)

[9.4 Non-Mission Television, Video, and Media Production
36](#non-mission-television-video-and-media-production)

[10.0 EXTERNAL RELATIONS, INFORMATION and COMMUNICATIONS
36](#external-relations-information-and-communications)

[10.1 Exhibits 37](#exhibits)

[10.1.1 Traveling Exhibits Program Implementation
37](#traveling-exhibits-program-implementation)

[10.1.2 Exhibit Production and Refurbishment
37](#exhibit-production-and-refurbishment)

[10.1.3 Artifacts Management 38](#artifacts-management)

[10.2 Outreach Program 38](#outreach-program)

[10.2.1 Protocol and Guest Operations
38](#protocol-and-guest-operations)

[10.2.2 Information Service Center 38](#information-service-center)

[10.2.3 Speakers Bureau Program 39](#speakers-bureau-program)

[10.2.4 Event Planning and Coordination
39](#event-planning-and-coordination)

[10.3 Communications 39](#communications)

[10.3.1 Internal Communications 39](#internal-communications)

[10.3.2 External Communications 40](#external-communications)

[10.3.2.1 Strategic Communications Activities
40](#strategic-communications-activities)

[10.3.2.2 Public Affairs Internet Content Operations
40](#public-affairs-internet-content-operations)

[10.3.3 News Room Support Services 41](#news-room-support-services)

[10.3.4 General Media Support Services
41](#general-media-support-services)

[10.3.4.1 General Media and Public Support Services
41](#general-media-and-public-support-services)

[10.3.4.2 Audio News Reports and Audio Media Production
41](#audio-news-reports-and-audio-media-production)

[10.3.4.3 Media Technical Assistance 41](#media-technical-assistance)

[10.4 Education Support Services 42](#education-support-services)

[10.4.1 E-Learning 42](#e-learning)

[10.4.2 Education Outreach 42](#education-outreach)

[10.4.3 JSC Education Program Support
43](#jsc-education-program-support)

# 1.0 GOALS AND OBJECTIVES

The primary goal of this contract is to provide JSC with the highest
quality products and services in all areas of information management and
media services. Another overarching goal of JIMMS is to substantially
improve both the quality of and customer satisfaction in the products
and services delivered. The objectives related to meeting these goals
are to:

A.  Improve sharing, teaming, and use of common processes

B.  Create a shared pool of resources and expertise

C.  Enhance commonality in approaches to product and service delivery
    including standards, tool sets, guidelines, training, and
    consultation

D.  Leverage efficiencies in service delivery and contract management
    identifying and prioritizing areas for improvement

E.  Provide greater accountability and consistent support for end-to-end
    product and service delivery

F.  Partner with our customer community through a well-structured
    customer service approach

## 1.1 Products and Services

The Work Breakdown Structure (WBS) and the associated reference numbers
outlined below describe at a high level the products and services
required on this contract. These WBS numbers will be used in Contractor
Task Orders or Work Authorizations, as shown in Section J, as well as in
contract planning, cost reporting, scheduling of activities, and status
reporting.

4.0 General Customer Support

5.0 Applications Services

6.0 Information Management

7.0 Writing, Editing and Graphics

7.1 Writing and Editing

7.2 Graphics

8.0 Multimedia Engineering, Installation, Maintenance, Operations and
Services

8.1 Multimedia Engineering and Installation

8.2 Multimedia Maintenance

3.  Multimedia Operations and Services

    1.  Imagery Acquisition

    2.  Human Space Flight Imagery Operations

    3.  General Photographic Operations and Services

    4.  General Video Operations and Services

9.0 Public Affairs Multimedia Services

10.0 External Relations, Information and Communications

10.1 Exhibits

10.2 Outreach Programs

10.3 Communications

10.4 Education

# 2.0 BACKGROUND 

The emphasis of JIMMS and the work consolidated herein is on the ability
to leverage IT evolution and focus on an overall improved and highly
disciplined approach to the delivery of information resources and media
products and services without the requirement to operate and support the
IT infrastructure.

# 3.0 MANAGEMENT AND ADMINISTRATION

The Contractor shall provide the management and administrative functions
required to satisfy the requirements of this contract. The Contractor
shall comply where applicable with the documents referenced in
Attachment J-6. For all documents referenced in the JIMMS contract, the
Contractor shall adhere to the current version, unless otherwise
specified.

Management responsibilities shall be defined in the Contractor's
approved Management Plan (Data Requirements Description (DRD)-01)
prepared by the Contractor and submitted to the Contracting Officer (CO)
and the Contracting Officer's Technical Representative (COTR) for review
and approval. The CO can, at his or her discretion, delegate approval
authority to the COTR within the limits of their delegation. The
Management Plan shall, at a minimum, address the functions specified in
the subsections below.

Security clearances shall be required for some work on this contract
(see Attachment J-15, Security Classification Requirements).

The Government will provide special training for Contractor personnel
required to work in confined spaces on site, in the JSC tunnel system,
and in asbestos environments, when necessary.

Unless specifically identified in writing in this contract as a
responsibility of the Government, the Contractor shall provide all
resources, including materials, equipment, or labor, required to perform
this contract.

The Contractor shall deliver to the Government upon CO request the data
requested in Re-Procurement Data Package, DRD-18; Wage/Salary and Fringe
Benefit Data, DRD-21; and Reports, On-site Contractor (Headcount),
DRD-22.

## 3.1 Safety and Health

The Contractor will ensure the protection of personnel, property,
equipment, and the environment related to institutional and space flight
program objectives. The Contractor shall provide safety and protective
equipment (e.g. asbestos protection gear and laboratory safety attire)
when required. To ensure compliance with pertinent NASA policies and
requirements and federal, state, and local regulations for safety,
health, environmental protection, and fire protection, the Contractor
shall develop and implement a safety and health program in accordance
with a NASA-approved safety and health plan (DRD-09, Safety and Health
Plan). The Contractor will also provide an annual safety and health
program self-evaluation per DRD-26 (Safety and Health Program Self
Evaluation), a monthly safety and health metrics report per DRD-24
(Monthly Safety and Health Metrics), and lessons learned per DRD-23
(S&MA Lessons Learned). The Contractor will implement system safety
engineering tasks for flight and institutional program activities and
products in accordance with the schedule and applicable flight and
institutional requirements as documented in the Contractor's system
safety program plans (SSPP's) which have been approved by NASA. The
Contractor shall develop and implement risk management techniques
(including risk assessment) to be applied to hazards identified through
analyses of activities and products for the purpose of eliminating or
controlling hazards as specified in NASA policies and requirements for
hazard reduction. The following manuals: NASA Safety Manual (NPG
8715.3), Space Shuttle In-Flight Health Care and Reporting Policy (JMI
8610.3), JSC Safety and Health Handbook (JPG 1700.1), provide detailed
requirements and instructions regarding safety and health procedures and
policies at JSC and are incorporated by reference into all JSC contracts
when performance is on-site at JSC facilities. JPG 1700.1 is available
at [http://jsc-web-pub.jsc.nasa.gov/bd01/safety/index.html]{.underline}

### 3.1.1 Facility Management

The Contractor shall provide an alternate facility manager for buildings
in which JIMMS contract personnel reside, unless the Contracting Officer
waives the requirement. The Contractor provided alternate facility
manager shall perform and coordinate activities necessary to maintain a
functional, safe, and orderly work environment. This responsibility
extends to the entire facility. The Contractor shall report on
installation and removal activity in the Contractor Status Report
(DRD-13), MOA46, and JMI 1620.1.

### 3.1.2 Environmental Compliance

All activities, products, and services shall be developed and performed
in a manner consistent with, and inclusive of, the Center's
environmental management system elements (DRD-09, Safety and Health
Plan). To accomplish this, the Contractor shall establish and maintain a
comprehensive program that ensures all necessary environmental, safety,
and regulatory specifications and criteria are met. The Contractor shall
implement this program in a way that protects human life, the
environment, and property. The proper handling of chemical waste
produced in the photographic laboratory is a principal concern on this
contract. As a result, the Contractor shall be required to report any
waste (Safety and Health Plan (DRD-9), JPG 5322.1) generated by the
photographic chemical processing system (JPG 8621.1) and other
environmentally sensitive materials.

## 3.2 Resources Management

The Contractor shall create, modify, maintain, and report resources
information in accordance with the Resource Management Plan (DRD‑05),
NASA Contractor Financial Management Reporting (NPG 9501.2D) and the
Supplemental Report (DRD-06).

The Contractor shall conduct an annual internal contract-wide
requirements and resource review. The Contractor shall present the
results of this review to the Government and shall include
recommendations for current and subsequent fiscal year (FY) contract
resource requirements (DRD-05, Resource Management Plan). This internal
review shall be completed in time to provide input to the annual JSC
Capital Planning and Investment Control Process and the IRD Internal
Task Agreement (i.e. organizational service level agreements) process.

As a result of the nature of the work at JSC, the Contractor shall
accommodate nonstandard working shifts as defined by the Systems Table
(see Attachment J-10, JIMMS System Tables: Instructions). This activity
requires services occasionally be provided outside normal business hours
(e.g., night shifts, weekends, and holidays).

### 3.2.1 Operations, Project, and Function Management

The Contractor shall manage designated production systems (Attachment
J-10), ongoing and new projects, and functions and activities required
to provide products and services to the JSC customer community. The
Contractor shall provide operations management for designated
facilities. The Contractor shall adhere to Government policies,
procedures and standards, and attend decision-making forums. To
effectively manage the work, the Contractor shall perform the following
activities:

A.  Reviewing Government-provided policies, architectures, standards,
    and procedures affecting this contract and recommending appropriate
    modifications.

B.  Attending key recurring Government-sponsored meetings, such as the
    IRD Configuration Control Board, and the Contractor's Safety Forum.

C.  Creating and maintaining project plans (DRD-02).

D.  Creating and maintaining a Capital Investment Plan (DRD-03).

E.  Reporting metric performance, including customer satisfaction per
    the Metrics Performance Plan (DRD‑04).

F.  Documenting Standard Operating Procedures (DRD-10).

G.  Creating and maintaining required IT Security Plans and Reports
    (DRD-16).

H.  Reviewing Government-provided policies (e.g., National Aeronautics
    and Space Administration (NASA)), section 508 Accessibility Policy;
    (JPG 2810.1), JSC IT Security Handbook, architectures (e.g.,
    Microsoft Windows 2000/Active Directory), standards (e.g.,
    NASA-STD-2818, Digital Television Standards for NASA), and
    procedures affecting this contract and recommend appropriate
    modifications and implementation strategies.

### 3.2.2 Risk Management

The Contractor shall assess, evaluate, document, and manage risks
associated with the performance of this contract. The Contractor shall
create, modify, maintain, and implement a contract-wide Risk Management
Plan (DRD‑08).

### 3.2.3 Property Management

The Contractor shall comply with Government-specified requirements for
property management (DRD-25, Quarterly 1018 Reporting) and serve as the
property custodian for the Government property assigned to this contract
and identified in Attachments J-5, J-13, and J-14.

### 3.2.4 Records Management

NASA-owned, Contractor-held records, regardless of physical format and
as identified in task orders, shall be managed by the Contractor in
accordance with Title 36 of the Code of Federal Regulations, Chapter
XIIB, Records Management and NASA Policy Directive (NPD) 1440.6, NASA
Records Management Program. The Contractor shall maintain records
appropriately and administer the disposition of records and non-records
in accordance with NPG 1441.1, NASA Records Retention Schedules, which
has been approved by NASA and the National Archives and Records
Administration.

### 3.2.5 Procurement

The Contractor shall procure and deliver equipment, software or hardware
in support of this contract as approved by the Government.

#### 3.2.5.1 Maintenance Agreements and License Renewal 

The Contractor shall create, modify, maintain, and implement plans and
schedules for maintenance agreement and license management. For
Government-funded renewals, the Contractor shall inform the CO a minimum
of 90 days prior to expiration of agreements per the Contractor Status
Report (DRD-13, Attachment J-11).

#### 3.2.5.2 Software Patches and Updates 

The Contractor shall coordinate with the Government and application
vendors to ensure defects in Commercial Off-the-Shelf (COTS) products
are fixed, and version upgrades to COTS software are obtained. The
Contractor shall ensure hardware and software licenses are provided and
maintained.

The Contractor shall deliver to the CO an assessment and recommendation
for each new patch or update to be applied for all JIMMS supported
platforms within 30 days of vendor release of the updates or patches.
The Contractor shall request a waiver if they find that a release or
patch is incompatible with the current institutional environment, would
impact data integrity or system stability, or would otherwise cause
undue disruption to the user community. The Contractor shall provide
system deliverables per the Project Plans (DRD-02) for CO approval prior
to implementation of any software release. Systems maintenance shall
conform to IRD or customer configuration management processes,
(Attachment J-11).

## 3.3 Configuration Management

The Contractor shall establish, implement, and comply with a stringent
process of configuration management for all systems defined under this
contract. The Contractor shall not change, modify, or relocate
Government equipment or systems without prior approval from the CO
unless otherwise stated in the CO approved Management Plan (DRD‑01).

For the purpose of configuration management, the Contractor shall
provide, revise, and maintain a complete set of engineering and exhibit
drawings, hardware and software configurations, specifications, and
associated change documentation for all systems defined in this
contract. The Contractor shall provide maintenance and configuration
control for the tables identified in Attachments J-10 and J-11. Where
baseline configuration information does not exist, the Contractor shall
define the baseline and obtain approval from the CO. The Contractor
shall provide current configuration documentation for all systems under
this contract as specified in DRD-10, Standard Operating Procedures.
This documentation shall reside in Government-provided electronic
repositories.

The Contractor shall adhere to JSC IT Security Handbook (JPG 2810.1) and
Mission Support Plan (JSC 27877).

## 3.4 Work Authorization 

The CO authorizes work via a Task Order. The Task Order will specify
requirements, indicate schedules, and identify required quality level.
The Contractor shall be held to the performance metrics in Attachment
J-9, Performance Standards. In addition to Task Orders, for the products
and services that fall under the purview of the Information Resources
Directorate, the Contractor shall also receive work requests via the
Peregrine Customer Service System (CSS) (Government-provided software)
and through other form-based work requests that have yet to be
incorporated into CSS. The Contractor shall ensure that its internal
work management and tracking systems interface seamlessly with CSS for
the purpose of receiving work requests and providing order status and
tracking information to the Government.

## 3.5 Quality Management and Control

The Contractor shall establish and maintain a Quality Management System
(QMS) that complies with American National Standards Institute
(ANSI)/International Standards Organization (ISO)/American Society for
Quality Control (ASQC) Q9001-2000. The Contractor's QMS need not be
certified if the Contractor follows the JSC quality system in its
entirety. Otherwise, the QMS shall be registered by ANSI or equivalent
accredited third party within one year of contract date.

The Contractor shall prepare a Quality Plan (DRD-07). The Contractor
shall document key processes and procedures using JSC-approved
International Standards Organization (ISO) formats where required.

### 3.5.1 Metrics

The Contractor shall provide activity metrics online per the Metrics
Performance Plan (DRD-04). Prior to the beginning of each contract year,
the Contractor shall recommend for CO approval any changes to specific
metrics to be tracked and reported during the upcoming contract year.

### 3.5.2 Systems Training

The Contractor shall provide training on systems capabilities,
operations, and architectures, as required, and training materials shall
be provided per Project Plans (DRD‑02).

# 4.0 GENERAL CUSTOMER SUPPORT 

The Information Resources Directorate provides a broad range of products
and services to the JSC community and requires customer-focused service
delivery.

## 4.1 Customer Support Center 

The Contractor shall operate a Customer Support Center based on industry
best practices (e.g., those established by the Service and Support
Professional Association) that provides users access to information
about, assistance with, or distribution of IRD products and services.
Support Center operations are intended to cover all aspects of IRD
products and services. In some instances, other contracts may include a
centralized help desk function directly related to their specific
contract deliverables. The Contractor shall ensure as part of Support
Center operations that procedures and practices are in place to
coordinate efforts with other service providers to ensure as seamless an
approach as possible to providing an accurate, timely, and professional
response to a customer's request. The Support Center provides accurate
tracking, routing and reporting of the customer's requirements to ensure
a timely response and to determine the most effective mechanism for
future responses to similar requests.

As such, the Contractor shall be responsible for the following:

> A. Answer all calls into the IRD Customer Support Line, during the
> hours specified by the CO, ensuring where possible that the caller
> does not have to leave a message. If voicemail messages are received,
> the Contractor shall ensure that the caller receives a response in as
> timely a manner as possible. Calls received after these hours shall be
> returned within 2 hours of the beginning of the next business day.
> Voicemail from customers received during the business day shall be
> returned within 2 business hours of the original call.
>
> B. Sort, log, or respond to email received in the Customer Support
> mailbox. Email messages requiring a response shall be answered within
> 1 business day of receipt of the email. The Contractor shall ensure
> daily disposition of items received.

C. Ensure that all customer requests, where appropriate, are routed to
the appropriate solution provider, logged, tracked and completed in the
Help Desk tool (currently using Remedy Help Desk). This includes logging
of requests and a focus on ensuring that solutions are recorded as part
of the closure process of open items. The Contractor shall ensure that
system data facilitates easy analysis of the current workload (frequency
and type of service) (Problem Reporting/Resolution, DRD-12). The
Contractor shall ensure that system data can be used as the core of a
knowledge base designed to capture workload metrics as well as
information that are useful to Customer Support Office personnel,
management, and the JSC community at large.

D. Support product testing and user education on new products and
services. As part of assuming responsibility for informing customers of
new or changing aspects of the services provided by the IRD, the
Contractor shall participate in various testing scenarios or in special
teams assessing the capability or impacts of new or changing products
and services.

E. Curate the IRD Website. The Contractor shall ensure the timeliness of
information included in the IRD Website both for internal and external
use. The priority focus will be on ensuring the JSC community is
informed in a timely and accurate manner of any information related to
the IRD products and services. The Contractor shall ensure the quality
of the information posted on the IRD Website. Where possible, the focus
shall increase the community reliance on the Website as the primary
source for their information As such the Contractor shall keep and
record Web statistics that provide an analysis of how the IRD Website is
being used.

> F. Provide other customer communications. The Contractor shall
> facilitate the dissemination of IRD information related to new
> products and services through other communication strategies that
> include writing JSC Today articles; preparing presentations for the
> Customer Forums; managing the Customer Forum section of the IRD
> Website. The effort also includes coordinating efforts to publish the
> IRD Communicator, a monthly electronic newsletter.

## 4.2 Specialized Support Services

As part of the Customer Support Center, the Contractor shall be
responsible for several distinct operational activities. As part of the
continuing evolution of the products and services delivered by the IRD,
the list below is inclusive of the specialized functions provided by the
Customer Support Center. The Contractor shall be required to ensure that
all support center personnel have knowledge available to them to ensure
they are capable of helping customers in every area highlighted below.

A.  Public Key Infrastructure: The Contractor shall provide services and
    expertise on existing and emerging technologies as they relate to
    NASA's Public Key Infrastructure (PKI). The Contractor shall be
    familiar with, and pass a certification test on, Entrust Authority™
    Administrator Training, the NASA Registration Authority (RA)
    Operations Manual (RAOps6v(2.3)), X.509 Certificate Policy for NASA
    PKI, NASA Certification Authority Certification Practice Statement,
    NASA computer security policies, NASA PKI Practices Document, and
    JSC RA Procedures (JSC29829). The Contractor shall provide identity
    checks of PKI recipients; maintain a knowledge base database for PKI
    digital certificates in accordance with JSC and NASA PKI practices
    and policies; and provide technical information to customers who
    have questions or problems with the PKI software suite. When
    required, the Contractor shall test PKI software installation
    packages for the supported PKI client software. The Contractor shall
    also, when required, analyze and diagnose problems affecting
    customers as well as develop, enhance, and maintain PKI at JSC.

B.  Center Cell Phone, Pager, and Handheld Device Distribution and
    Support: The Contractor shall provide distribution and customer
    service for the Center cell phones, pagers, and handheld devices
    (e.g., Blackberry wireless devices) distributed to JSC Employees by
    IRD. The Contractor shall have expert knowledge of the services
    available from the vendors supplying these products to the Center
    and be able to answer technical questions about the devices
    themselves. One-on-one customer service is generally required for
    Center Very Important Persons (VIPs). The Contractor shall provide
    training to organizational leads. The Contractor shall provide
    expertise over the Customer Support help line as well as through
    detailed information provided on the IRD Website. The effort
    requires close coordination with the COTR for the supplier
    contracts. The Contractor shall be responsible for detailed
    inventory data associated with user information and ensuring that
    customers are informed of policies for the use of these devices.

C.  Customer Service System Operations: The Contractor shall provide
    technical assistance for the Customer Service System (e.g., Remedy's
    Action Request System). The Contractor shall maintain expert
    knowledge and understanding of use of the Customer Service System
    including its related interfaces to other Contractor and IRD
    databases. The Contractor shall provide where required user
    training, and shall be responsible for logging and keeping track of
    all discrepancies and changes reported or requested to the system.
    Where required, the Contractor shall assume responsibility for
    leading efforts to improve and enhance the system based on
    information gathered from help line calls.

D.  Data Management Support: The Contractor shall provide data analysis
    and development where required, but primarily focused on the data
    that resides within the Customer Service System. The Contractor
    shall maintain a comprehensive understanding of the database
    operations of the Customer Service System as well as the Help Desk
    tool and enter and retrieve data as required. The Contractor shall
    perform data gathering, entry, and analysis tasks to ensure that a
    customer's entitlement to IRD products and services is documented.
    The Contractor shall be responsible for ensuring the effectiveness
    of the various reporting aspects available from the Customer Service
    System and shall define and retrieve data from the Help Desk tool.
    Additionally, the Contractor shall collect, create, analyze, and
    report information necessary to produce Fiscal Year Internal Task
    Agreements (ITA) for organizations outside of IRD. Some of this data
    may be developed from other sources than the Customer Service
    System. The Contractor shall also develop and collect data
    associated with the IRD Customer Service Annual Survey.

E.  Software Distribution, Remote Network Access Instruction, and VIP
    Assistance and Support: The Contractor shall provide a software
    distribution capability for specific software products available to
    Center employees for take-home use (e.g., Norton Antivirus
    software). The Contractor shall be knowledgeable and provide
    instruction to users about all aspects of using the various remote
    access technologies used at the Center. The Contractor shall provide
    services for specified VIP personnel and their staff that fall
    outside the responsibility of the standard service provider.

F.  Electronic Information Management Systems: The Contractor shall
    provide specialized customer service specific to the Electronic
    Document Management System (EDMS) and the Design and Data Management
    System (DDMS). These systems are described under Information
    Management, Sections 6.1.1 and 6.1.2.

G.  Satellite Customer Service Area: The Contractor shall provide
    support in locations, where required, outside the customer support
    center. The focus in these areas is more directly related to work
    order receipt and tracking and specific product distribution than it
    is support for center operations. Examples include the photo and
    video customer support areas in Building 8 and the graphics customer
    support area in Building 227. The Contractor shall ensure in these
    areas that practices and procedures are consistent with overall
    support center practices (e.g., those established by the Service and
    Support Professional Association).

# 5.0 APPLICATIONS SERVICES

Applications Services provided to the JSC customer community include
full system life cycle support for new and existing application
capabilities as well as database and database product administration.
The development life cycle includes requirements definition, design,
programming, prototyping, testing, documentation, customer acceptance,
deployment, training, and sustaining engineering. As such, the
Contractor shall provide life cycle support consistent with the Software
Engineering Institute (SEI) Level 3 Capability Maturity Model
(CMM)(http://www.sei.cmu.edu/cmm/). The Contractor shall use a
streamlined development methodology to accommodate rapid updates to
supported systems. IT security issues shall be addressed in each phase
of the life cycle. As stated in the Management Section, system hardware
shall normally consist of Government- or other Contractor-furnished COTS
products that meet Government- or JIMMS-specified requirements.

####### 5.1 Systems Engineering

The Contractor shall conduct planning for the development and
implementation of new applications capabilities; perform studies, market
surveys, and benchmarking as directed; make recommendations for new and
improved capabilities; and monitor application performance and capacity
utilization to identify potential problems and recommend systems
enhancements (DRD-17, Performance Management and Capacity Planning).

## 5.2 Applications Development

The JSC application environment consists of a variety of COTS and
internally built applications as well as web-based applications and
utilities. Software applications are predominantly web‑based; with less
frequent requests for new non-web (e.g., workstation, client/server, and
mainframe) applications.

### 5.2.1 COTS Development 

The Contractor shall provide product-level administration and technical
support for various highly customized COTS applications (e.g.,
Windchill, Remedy, Inquisite). A matrix is provided in Attachment J-11,
which specifies the size and scope of the efforts required to operate
and maintain these software products. The Contractor shall train system
users, define and clarify customer requirements, interface with customer
technical personnel, and trouble shoot database-related issues. Where
applicable, this work shall be conducted in concert with the Customer
Support Center. The Contractor shall provide application and
process-level development, including but not limited to, Java- or
Oracle-based development, XML technology integration, content and data
management, and other related application services. The Contractor shall
maintain an in-depth understanding of engineering lifecycle processes
and current Rational Rose methodology with an emphasis on reusability of
existing system modules where appropriate.

### 5.2.2 Web Development

The Contractor shall develop and maintain web pages, applications, and
other software products hosted on Unix and Windows systems. The
Contractor shall develop and maintain scripting and applications that
include, but are not limited to extensible mark-up language (XML),
hypertext mark-up language (HTML), transition of HTML to XML (XHTML),
Cold Fusion, Perl, C++, PHP, active server pages (ASP), VBScript,
Javascript, Flash, Java, and wireless mark-up language (WML). The
Contractor shall also, where required, maintain applications utilizing
multiple versions of the various scripting languages running on multiple
operating systems. When developing websites, the Contractor shall, where
required, facilitate interactions with other COTS hardware and software,
peripheral hardware, and web applications (e.g., printers, network
multicast, wireless devices, etc.).

### 5.2.3 Forms Development

The Contractor shall operate and maintain the JSC Electronic Forms
Program. The Contractor shall provide electronic forms development and
maintenance utilizing the Agency and JSC standard forms products (e.g.,
Shana Informed and Microsoft Word.) The Contractor shall also provide
for the development of electronic forms-based workflow systems. These
typically involve a back-end database for the storage of information
entered through the electronic form, with a website for tracking
signature and location status.

## 5.3 Database Administration

The Contractor shall provide Database Administration (DBA) for supported
applications and database environments. This generally includes product
level (not server hardware or operating system) software installation
and configuration, user identification (ID) management, release testing
and verification, problem resolution, performance monitoring, tuning and
capacity planning, monitoring of database environments to ensure
availability, and startup and shutdown of the databases and backups.
Support for internal management, planning and integration of Contractor
activities is required. Databases to be managed include, but are not
limited to Oracle, Microsoft SQL Server, Microsoft Access,
ADABAS/Natural, Nomad, and MySQL.

## 5.4 Sustaining Engineering 

Sustaining engineering shall include implementing limited new
capabilities, bug fixes, and coordination of testing in response to new
hardware, operating system, and COTS releases. The Contractor shall
ensure that modified systems are performing in accordance with NASA
requirements, industry best practices, and applicable standards and
policies.

When performing sustaining engineering the Contractor shall make every
effort to avoid disruption of system availability during normal working
hours. Changes that require production outages shall be scheduled with
the customer at least one week in advance of the outage. In the event
the outage is an emergency, the CO shall be notified immediately and be
kept informed of the progress and expected time of availability. The
Contractor shall coordinate with other relevant entities, such as the
application hosting Contractor, the Customer Support Center, or the
customer directly, as required. Unless requested, supported applications
require no contingency staffing or procedures for outages during
nonworking hours. Support outside normal working hours shall be
pre-approved by the CO.

## 5.5 System Implementation

The Contractor shall test and verify proper integration between new or
modified system components (e.g., software or hardware and existing
system components) in accordance with a system release plan approved by
the CO and defined in Project Plans (DRD-02). Upon successful completion
of the testing and integration, and following the Operational Readiness
Review, the Contractor shall implement the new or modified system per
the Project Plan and generate the JIMMS Lessons Learned Documentation
(DRD-19).

## 6.0 INFORMATION MANAGEMENT

## 6.1 Document and Data Management

The Contractor shall manage legacy documents and engineering data. The
Contractor shall provide effective service in these areas while ensuring
the best approach to migrating legacy documents and data into the
Electronic Information System (EIS) or its subsystem components.

### 6.1.1 Electronic Document Management System (EDMS)

The Contractor shall be responsible for product and process-level
operations for EDMS and shall facilitate the evolution of the EDMS and
its relationship to the overall Electronic Information System. New JSC
documents are being created and maintained in EDMS and legacy document
collections are being identified to migrate into the new system.
Currently, a collection of over 100,000 documents resides in a vault in
Building 45.

As part of the EDMS effort, the Contractor shall implement a
"scan-on-demand" capability whereby these hardcopy documents are
digitized upon request and made available via EDMS. The Contractor shall
develop and maintain process documentation and shall plan and conduct
user training as necessary.

The Contractor shall provide access to and maintain legacy electronic
and hardcopy document collections as required. The Contractor shall
ensure the accuracy, currency, and comprehensiveness of JSC holdings at
all times. Where possible, the Contractor shall focus on processes that
can be transitioned to EDMS. Materials shall be clearly identified as
property of the Government. The Contractor shall maintain statistics on
the use of supported collections and facilities, and shall provide this
information per DRD-17 (Performance Management and Capacity Planning).
The Contractor shall be responsible for maintaining and processing new
materials where still required and for preserving identified physical
collections. Preservation activities vary dependent upon the format and
use of the materials. The Contractor shall ensure that information is
stored under appropriate conditions based on the information format and
according to NASA policies (e.g., NPD 2810.1).

### 6.1.2 Design and Data Management System (DDMS)

DDMS is the system at the core of IRD's growing focus on providing
Electronic Information System (EIS) solutions. DDMS is unique in that
management, development, and operations are conducted in partnership
with the Center's Engineering Directorate. The system itself is best
described at a high level as an electronic collaborative engineering
design system that brings together all components of the design life
cycle, from initial concept through manufacturing, product use and
ultimately to retirement of engineered items and any associated data. It
is important to highlight the fact that the EDMS and DDMS systems are
highly interrelated efforts with the emphasis on parts management
fundamental to DDMS.

The Contractor shall define requirements, architect solutions, develop
customizations, and implement, integrate, and deploy system capabilities
including DDMS user training. As required the Contractor shall provide
project management, including resource and project scheduling.

### 6.1.3 Engineering Drawing Control Center (EDCC)

The EDCC is an on-site repository for hardcopy, microform, and
electronic drawings. Microform materials are no longer produced,
although a large quantity of microform materials is housed within the
EDCC. Supported collections include: released JSC Engineering hardware
drawings and computer-aided drafting (CAD) files; hardcopy and digitized
JSC Facility drawings; the collection of Facility Maintenance and
Operations (M&O) equipment data and specifications; and the collection
of Facility Housing Plans and Center Telephone System engineering
drawings. The EDCC supports and uses several electronic systems,
including the Electronic Drawing Review System (EDRS) and DDMS. The
Contractor shall assign drawing numbers to authorized requesters and
performing drawing release processes as outlined in the JSC Engineering
Drawing System Manual, (JPG 8500.4).

The Contractor shall provide research and reproduction services for EDCC
collections. The Contractor shall keep records of drawing numbers
assigned, data released, and data received. The Contractor shall
validate documentation and maintain master reproducible drawings and
aperture cards if required. Duplicate and backup copies of materials are
to be maintained and stored at multiple locations to recover and rebuild
the Center\'s facilities in the event of damage by weather or man-made
threat (DRD-20, Hurricane/Severe Weather Plan). The Contractor shall
transition paper and microform-based technical data repositories to the
DDMS as directed by the CO.

### 6.1.4 JSC Quality Documentation

The Contractor shall issue, revise, review, and verify authorization of
changes to JSC Quality Documentation and transition the documents into
EDMS. The Contractor shall author and review ISO documents as directed
by the Government. The Contractor shall coordinate periodic document
reviews; review, evaluate, and recommend the disposition of change
requests; summarize change requests for management review; and finalize
change requests based upon official disposition. The Contractor shall
develop user aids; provide technical assistance for the development of
official documentation, serve as primary point of contact for quality
systems master list matters, and conduct training classes for ISO master
list custodians. The Contractor shall ensure that requested information
is provided within schedule guidelines and establish, document, and
maintain a process to control all ISO System Level Procedures.

### 6.1.5 Forms

The Contractor shall maintain a JSC website, a forms repository and a
forms database which provide user access to all electronic forms,
information on forms available in hard copy format only, and forms
change-history information for management purposes. User training and
assistance shall be performed during normal working hours. The
Contractor shall distribute hard copy forms and execute all necessary
reordering and restocking, NASA Procedural Guidance for Printing,
Duplicating, and Copying Management w/Change #1 7/8/03 (NPG 1490.5).

### 6.1.6 Document and Data Scanning

The Contractor shall provide a service to JSC customers for the
conversion of hard copy documents and data into electronic formats. As
such, the Contractor shall perform routine, straight image file
conversion or scanning of original documentation and imagery to
electronic file formats for storage and distribution on such media as
computer networks, microfilm and fiche, tape, and compact disc.
Originals for conversion shall include paper, engineering drawings,
photographic and other film or printed images, and electronic originals
that may require conversion from one file type to another. File types
include tagged information file format (TIFF), portable document format
(PDF) and joint photographic engineering group (JPEG).

## 6.2 Library and Multimedia Repository Management

The Contractor shall, where applicable, ensure that management and
operations of the main library, remote libraries and multimedia
repositories are consistent with standard library practices and
procedures. These standard practices shall be used when applicable and
shall include but are not limited to:

A.  Circulation and Support: The Contractor shall provide check out
    services for customers' requests for library materials (including
    digital files), and process returned materials, renewals and holds.
    The Contractor shall maintain a circulation database, where
    required, for all holdings, including customer, request, response,
    and usage data. As required, the Contractor shall monitor the
    database of materials on loan and prepare and issue overdue notices
    as necessary.

B.  Cataloging and Processing: The Contractor shall provide cataloging
    and processing services where required. The Contractor shall catalog
    imagery by providing unique ID numbers and sufficient descriptive
    textual data for retrieval. Specific cataloging activities include
    scene listing and indexing. All multimedia collections shall use
    metadata tags and structures sufficient to permit access and control
    that conform to appropriate standards and the NASA Thesaurus
    (SP-1998-7501). The Contractor shall produce and maintain
    descriptions of all significant scenes contained in mission video
    downlink and on-board video recordings in the Video Asset Management
    System (VAMS). Scenes shall be identified, categorized,
    characterized, and given a brief activity and technical description.
    The scene lists shall be maintained in a database for video editing
    and research requirements.

C.  Reference and Research: The Contractor shall provide reference and
    research as required. Requests for reference and research for
    multimedia resources may include JSC organizations, news media,
    educational organizations, media production companies, and other
    specialized organizations. When appropriate, the Contractor shall
    facilitate access to collections and materials for customers to
    conduct research. Materials shall be provided on loan or permanent
    retention as required.

Whenever practical, electronic systems shall be used as a primary method
of providing information acquisition, management, and delivery services
to customer desktops. The Contractor shall install, configure,
facilitate access to, maintain, and enhance a full range of electronic
services direct to customers, including Compact Disk (CD)-Read Only
Memory (ROM) databases, online services, Internet and Intranet database
access, end-user document delivery, and other appropriate electronic
resources. Collections shall be organized and accessible through an
integrated searchable web-based interface.

The Contractor shall provide end-user instruction for library and
multimedia repository services as required. One-on-one instruction shall
be provided as necessary, including orientation classes and group
instruction. The Contractor shall develop outreach and instructional
materials and guides for meeting the needs of customers working in
concert with the Customer Support Center where appropriate.

The Contractor shall provide information in a consistent manner with
applicable statutes (e.g., 18 United States Code (USC) 1905; the Freedom
of Information Act (JPD 1382.4); the Privacy Act). Although the
Contractor is not responsible for responding to Freedom of Information
requests directly, the Contractor may be required to provide documents
to a cognizant JSC PAO official. If the Contractor is required to
provide information (other than to PAO) that may be subject to
withholding under one of the exceptions of the Freedom of Information
Act (5 USC 552(b)), the Contractor shall refer the matter to the FOIA
Officer for resolution prior to providing the requested information. The
Contractor shall follow the applicable procedures in the appropriate IT
security plan regarding release of sensitive information.

### 6.2.1 JSC Library Operations

The Contractor shall perform the following Building 45 library
functions:

A.  Provide customers with services offered from the Building 45
    library.

B.  Provide instruction for and assistance with electronic resources as
    well as managing any remaining hard copy collections.

C.  Support, where required, inclusion of electronic documents into the
    Electronic Document Management System, identifying hard copy
    candidates for scan-on-demand inclusion in the document management
    system.

D.  Curate the library website, keeping current any library transition
    news or specific information related to available services.

E.  Provide information to the Human Resources Office for employee
    termination clearances.

F.  Provide courier services for JSC receipt and return of hard copy
    University of Houston, Clear Lake (UHCL) library items.

### 6.2.2 Satellite Library Operations

The Contractor shall provide complete library services in satellite
locations as required by the requesting organization.

### 6.2.3 Multimedia Repository Management

The Multimedia Repositories, used by internal and external JSC
customers, comprise several different media collections that include
significant JSC audio, motion, and still imagery acquired and produced
at JSC. All audio and imagery meeting the criteria for permanent or
temporary retention, recorded, created, or acquired at JSC, shall be
maintained. Media acquired from other NASA Centers or other
NASA-sponsored projects shall be included in the collection when
appropriate. The Contractor shall ensure that imagery products are
maintained in the formats and quantities necessary to fulfill requests
from JSC and NASA projects, programs, and internal and external
customers.

### 6.2.4 History Support 

The Contractor shall operate and manage the JSC History program,
including serving as the JSC Historian. As JSC Historian, the Contractor
shall:

A.  Serve as primary point of contact and coordinate history-related
    matters

B.  Coordinate and oversee the Oral History Project, including reviewing
    and recommending interview candidates and integrating the activities
    of researchers (primarily interns) with Oral History production
    activities

C.  Coordinate and facilitate the JSC/UHCL History Archive partnership

D.  Provide community outreach services for the JSC History Program

E.  Identify and develop new historical materials

F.  Provide inputs to planning and budgeting activities

The Contractor shall administer the JSC History database. The Contractor
shall plan, organize, and transcribe interviews with individuals
identified by the CO for the JSC Oral History Project. The Contractor
shall compile adequate and appropriate research, known as "Data Books."
The Contractor shall deliver to the designated JSC contact audio
recordings of interviews on both digital tape and CD and transcripts in
both hardcopy and electronic format. After JSC verification, the
recordings and transcripts shall be provided to the History Archive at
the UHCL Alfred R. Neumann Library. Those Oral History interview
requirements originating with the NASA HQ History Office require similar
preparations and deliverables to be forwarded to that office. A hardcopy
transcript and CD will come to JSC to be placed in the History Archive.

## 6.3 Records Management 

The IRD is responsible for providing leadership and policy development
for Records Management at the Center. In addition, the IRD is
responsible for helping JSC customers with the organization and
disposition of record materials including conducting records appraisals
and submitting and retrieving record materials to and from the Federal
Records Center (FRC), (36 CFR, XII, Subchapter B).

The Contractor shall provide records management briefings as required to
JSC or Contractor employees for educational purposes (NPD 1446). The
Contractor shall also respond to routine employee requests for records
management guidance on any aspect of records management, deferring
non-routine queries to the JSC Records Manager (JPG 1440.3, NPG 1441.1).
The Contractor shall log and status customer service requests for
workload tracking purposes.

As part of conducting record appraisals, the Contractor shall make site
visits to civil servant or other Contractor work areas when possible to
conduct records appraisals. The Contractor shall also assess records
stored in the Onsite Storage Facility. The Contractor shall conduct the
following activities:

A.  Identify, where possible, the origin and use of the material to
    determine if it is official record or non-record information. When
    it is determined to be record material, the Contractor shall consult
    the NASA Records Retention Schedules, identify and recommend the
    proper schedule and disposition instructions, advise the custodian
    of the disposition procedures, and inquire about other potential
    offices or functions that may have related records that need
    appraisal. If no schedule is found, the Contractor shall draft a new
    proposed schedule for submission to the JSC Records Manager.

B.  Advise when material appears to be of historical significance and
    relevant to the JSC History Office for considered inclusion in the
    history collection.

C.  Recommend disposal of non-record materials found to be of no
    historical significance.

As part of coordinating the movement of records shipments to and from
the FRC and the JSC Onsite Storage Facility, the Contractor shall:

A.  Complete necessary shipping paperwork to obtain accession numbers;
    ship records to and from their destination; request retrievals; and
    notify custodians of accession numbers, record locations in the FRC,
    and arrival of retrieved records.

B.  Coordinate with JSC Shipping, the FRC, records custodians, and JSC
    records management staff to accomplish proper records traffic.

C.  Track records accessions, entering information at each stage of
    movement into the JSC records management database.

D.  Query the JSC records management database for unreturned retrievals
    JSC has made and issue calls to custodians for the records to be
    returned.

# 7.0 WRITING, EDITING, AND GRAPHICS 

Publications created at JSC require a range of writing and editing
styles, from technical to journalistic, as well as publication
capabilities that range from hard copy to web-based releases.

## 7.1 Writing and Editing 

The Contractor shall provide technical writing and editing services,
required to produce scientific and technical reports, mission support
documents, operational plans and procedures, systems briefs, speeches,
newsletters, brochures, presentations, manuals, tape transcriptions,
journal articles, and any other related documentation. The Contractor
shall edit documents based on guidelines specified in The Gregg
Reference Manual, published by Glencoe McGraw-Hill and in the version of
the NASA Publications Guide for Authors (SP-1999-7602) developed
specifically for editors and writers. Contract editors shall edit
documents based on defined levels for language and format (specified in
NASA SP-1999-7084, Grammar, Punctuation and Capitalization; A Handbook
for Technical Writers and Editors, NPG 2200.2, Merriam Webster's
Collegiate Dictionary, latest version, and in the United States
Government Printing Office Style Manual, (International Standard Book
Number (ISBN) 0-16-050082-6), determined by the COTR. The Contractor
shall ensure retention of the author\'s original intent and meaning,
using the author\'s original language where possible. The majority of
writing and editing tasks require a high level of skill in manipulating
and working with electronic formats.

## 7.2 Graphics

Graphics services rely on traditional techniques as well as electronic
creation and manipulation of graphics to produce products that satisfy
the requirements of the greater JSC user community. The majority of work
in graphics requires specialized skills creating and manipulating
electronic formats. The Contractor shall meet all Government and NASA
regulations and policies in final products (e.g., NASA Insignia policy,
Section 508 policy, NASA Graphics Standard, GPO3006-8-011, GPO 3006,
GPO305.1, GPO305.3, International Color Consortium (ICC), (Information
on Profiles, Color Management Workflow Analysis, Color Management --
What's Needed for Printing and Publishing?, European Color Initiative
(ECI) Guidelines, ICC Achievements and Challenges, ICC Overview.

### 7.2.1 Technical Illustration

The Contractor shall interpret, incorporate, and analyze customer
requirements to produce engineering drawings, oversized artwork,
facility drawings, software engineering releases and analyses,
performance specifications, design review materials, precise dimensional
layouts and figures, technical charts and graphs, maintenance and
operations manuals, and technical illustrations and diagrams constructed
to scale.

### 7.2.2 Visual Design and Production

The Contractor shall provide products and services that promote a broad
awareness and understanding of the programs, missions, and activities of
JSC and NASA. These products and services are distributed through
numerous types of multimedia. Because of the visual, artistic nature of
this work and its complexity, close coordination with the customer is
required.

The Contractor shall provide complex visual designs and art products
generally intended for orienting external audiences to NASA's programs
and mission. These designs include conceptual designs, abstract
renderings using mixed media, program logos and emblems, formal
documents, brochures, educational packages, exhibit design and display
boards.

The Contractor shall provide presentation and general artwork requiring
conceptual design, composition and balance, color use, and space
relationship. Products and services shall include simple to complex
PowerPoint presentations, simple layouts, filling out templates with
basic text for certificates and award presentation pieces, mounting,
matting and framing of artwork, manual and electronic tracing,
electronic scanning, placards and other miscellaneous display art.

The Contractor shall produce and update all graphics and information
products using the appropriate media including the Web. The Contractor,
as directed by the CO, shall develop new content and features utilizing
current JSC themes, policies, messages, and IT security requirements and
ensuring these are present and consistent in all products.

The Contractor shall participate in customer meetings and other
activities as necessary to capture, consolidate, and document design
concepts and requirements that may be generated by the customer orally,
electronically, visually, or in writing. The Contractor shall maximize
the use of customer-supplied material (e.g., video clips, graphics,
photographs, fact sheet scripts, interviews, information summaries,
documents/reports) in the design and production of their product.

The Contractor shall provide production artwork involving the manual and
electronic integration of design elements (camera-ready art) for all
types of reproduction such as photographic imaging, electronic
publishing, offset printing, and silk-screen. Camera-ready art includes
all reproduction elements necessary for the printer/publisher to
thoroughly understand and execute the requirements. Reproduction
elements refer to all the components, electronic or otherwise necessary
to construct a printed or reproducible product. The Contractor shall
also evaluate galley proofs and conduct other printing production
reviews. Prior to publishing, the Contractor shall obtain approval from
the COTR.

The Contractor shall be responsible for coordinating routine delivery of
all products and information to the appropriate NASA customer.
Additionally, the Contractor shall ensure the Center's graphics
production systems are operating in accordance to NASA policies. The
Contractor shall also be responsible for the filing, archiving, and data
management of all products.

### 7.2.3 Desktop Publishing

The Contractor shall also maintain current desktop and web publishing
capabilities, ensuring that JSC's publishing requirements are met with
the most efficient and up-to-date publishing methods.

The Contractor shall perform desktop publishing, including inputting
original information from hard copy, creating transcriptions from audio
or video recordings for use as source material, applying format
templates to previously created electronic documents, incorporating
redlines from authors or editors, and integrating text and graphics to
create print-ready or electronically "publishable" documents.

# 8.0 MULTIMEDIA ENGINEERING, INSTALLATION, MAINTENANCE, OPERATIONS AND SERVICES

The Contractor shall ensure that all work described in this section
conforms to applicable industry (Society of Motion Picture and
Television Engineers (SMPTE), Electronic Industries Association (EIA)
and International Standards Organizations (ISO)) and Government
standards, policies and practices for performance, quality, workmanship
and safety. The Contractor shall provide multimedia products and
services for the programs, missions, and activities of JSC and NASA.
Multimedia products and services are distributed through the JSC audio,
video, and telecom networks; NASA Television; the JSC and NASA computer
intranet; and the Internet. They are also distributed on media such as
audio or videotapes, CDs, Digital Versatile Discs (DVDs), photographic
prints/slides, and digital files. All multimedia engineering
installations, maintenance and operations and service activities shall
be conducted in accordance with the Contractor's approved Management
Plan (DRD‑01) and the Quality Plan (DRD-07). All activities shall be
reported in Contractor Status Reports (DRD-13).

## 8.1 Multimedia Engineering and Installation 

The Contractor shall perform minor and major multimedia engineering and
installation projects and provide sustaining engineering services for
multimedia systems as described in the following sections.

### 8.1.1 Minor Projects 

The Contractor shall perform minor engineering and installation
projects. Minor projects are smaller tasks that typically do not require
significant planning, design or component fabrication effort. Typical
minor projects include efforts to provide, assemble, install, and test
certain small items of audio, video or still imaging equipment (e.g.,
receiver/monitors and player/recorders) in offices, conference rooms,
lobbies and laboratories. Minor projects could involve the modification,
relocation or removal of existing multimedia systems or equipment. Minor
projects may also require connections or changes to JSC audio and video
networks.

### 8.1.2 Major Projects 

The Contractor shall perform major multimedia engineering and
installation projects. Major projects are those tasks that require
significant planning and effort to design, assemble, install and test
multimedia systems. These systems may consist of many components
including cameras, monitors, scanners, printers, player/recorders,
imaging or signal processing systems, control systems, television
production equipment and other electronic or mechanical parts. Projects
may also include major changes or additions to audio and video networks
or require integration with computer, network-based systems or
applications. Most project components are commercially available, but
some may have to be specially designed and constructed.

For all major projects the following elements are required:

A.  Planning and Estimating: The Contractor shall work with customers in
    the development and definition of project requirements in
    cooperation with the designated Government project lead. The
    Contractor shall provide either a brief, rough order of magnitude
    (ROM) estimate for the project or a complete Engineering Project
    Plan (EPP) (DRD-02, Project Plans).

B.  Project Implementation: The Contractor shall implement major
    projects as required in the approved EPP. Appropriate testing shall
    be performed as needed to confirm the proper operation of components
    and complete systems and that project operational requirements are
    satisfied. Clear and complete operating instructions shall be
    prepared and provided to the NASA customer. Major projects are
    considered complete upon COTR approval of the Engineering Project
    Final Report (DRD-02, Project Plans)

### 8.1.3 Sustaining Engineering 

The Contractor shall provide sustaining engineering services for JSC
multimedia systems. Sustaining engineering is required to ensure that
systems continue to perform to meet existing, modified or proposed
requirements when existing hardware or software becomes inadequate,
obsolete or fails and a simple maintenance replacement is not available
or possible. An analysis and review of existing systems, an evaluation
of prospective new hardware or software, or the design, development and
build up of a prototype solution is required. Sustaining engineering
efforts shall be documented in Engineering Reports (DRD-02, Project
Plans).

## 8.2 Multimedia Maintenance

The Contractor shall perform maintenance of JSC multimedia systems as
described in the following sections.

### 8.2.1 Preventive Maintenance 

The Contractor shall perform preventive maintenance (PM) of particular
JSC multimedia equipment and systems (Attachment J-10). The Contractor
shall provide analysis to NASA for identifying systems and equipment
that require PM. The Contractor shall plan, establish, and conduct a PM
program to ensure the reliable operation of all identified items and
that they are functioning within required specifications, particularly
for items related to human spaceflight mission operations. The
Contractor shall determine the PM requirements for the identified items,
including activities to be performed and schedules for them to be
accomplished. The Contractor shall prepare a Preventive Maintenance Plan
and Preventive Maintenance Report (DRD-11, Preventive Maintenance and
Operational Readiness Documentation) for these items. The Contractor
shall review the PM program and amend or update the plans or procedures
as necessary. The Contractor shall submit a copy of these PM plans and
procedures to NASA for review and approval, when they are initially
prepared and when they are revised (DRD-11).

### 8.2.2 Repair 

The Contractor shall repair JSC multimedia systems, equipment and
networks as identified by the COTR (Attachment J-10). Some identified
items shall be repaired or replaced as needed to restore full
operational capability in a timely manner. Other identified items shall
only be repaired up to certain thresholds as identified by the COTR. The
Contractor shall notify NASA when the repair of an item is not
considered to be cost effective and recommend if the item should be
replaced. The Contractor shall also manage third party maintenance
agreements.

The Contractor shall repair items used to support operational space
flight mission requirements immediately if notification occurs during
periods of Contractor mission staffing. If Contractor mission staffing
is other than 24/7, repairs shall normally be initiated at the beginning
of the next supported shift.

The Contractor shall also be responsible for the repair of selected
items associated with the JSC Central Security Control System. Repairs
of these items are to be expedited upon notification if during normal
work periods. Repairs of security system failures occurring at other
times, such as weekends or holidays, shall normally be initiated at the
beginning of the next scheduled work shift.

## 8.3 Multimedia Operations and Services

The Contractor shall perform multimedia operations as described in the
following sections.

### 8.3.1 Imagery Acquisition 

The Contractor shall provide motion and still imagery acquisition.
Specifically, the Contractor shall provide still and motion
video/digital/photographic products and services for Space Shuttle and
International Space Station missions; engineering, testing and JSC
institutional and training activities. The Contractor shall use
applicable analog, digital, and film‑based formats as determined by
individual project requirements.

#### 8.3.1.1 Engineering Testing Support 

The Contractor shall set up and operate video systems, electronic still
cameras, film-based imaging systems, high speed imaging systems, and
other imaging systems for instrumentation or documentation activities
for engineering testing at JSC or other locations as required. The
Contractor shall acquire imagery in pressure chambers (requiring
specialized protective equipment), high-performance test aircraft, and
laboratories using testing methods that require special safety or
hazardous training provided by the Government. The Contractor may be
required to use special image capture formats to meet specific
engineering testing needs or for data and information gathered in
laboratory or hazardous environments.

Additionally, the Contractor shall prepare and operate television
monitoring and recording systems for engineering testing activities at
the Center. The Contractor shall provide routine system operations in
the test facilities located in JSC buildings 7, 32, and 49. As required
(on average twice per year) and as requested by the CO, the Contractor
shall provide video monitoring services in other Government-owned
facilities located at JSC. The imagery acquisition process includes
signal processing, distribution, signal validation, video monitoring,
and documentation. Video recording tapes provided by the Contractor to
produce original (master) recordings or duplicate recordings (dubs)
shall be of the highest commercial quality available for videotape
recordings to ensure high, video-quality imagery with prolonged storage
life.

The Contractor shall perform image capturing for test and training
activities conducted during flight in Government-operated aircraft.
These Contractor employees shall be required to pass an annual Air Force
Class III physical and applicable flight training provided by the
Government.

#### 8.3.1.2 JSC Institutional and Training Support 

The Contractor shall provide still and motion imagery acquisition for
JSC institutional, program, and training activities. The Contractor
shall set up and operate video systems, electronic still cameras, and
film-based imaging systems for the documentation of routine, non-mission
activities conducted in JSC facilities. Examples of these activities are
classroom training, field training, site surveys, procedure development,
film tests, visits by dignitaries, accident investigations, and special
events. The Contractor shall also provide image acquisition services in
confined spaces on site and in the JSC tunnel system.

The Contractor shall provide mission imagery documentation of flight
crew training and Flight Control Room activities. In the event of a
spaceflight contingency, the Contractor shall comply with the Imagery
Operations Contingency Action Plan (JSC 27847), including travel to
domestic or overseas landing sites if required.

### 8.3.2 Human Spaceflight Imaging Operations 

The Contractor shall provide mission imaging operations for motion and
still imagery, including the processing of mission downlink and returned
imagery. These systems are designed to receive, adjust, switch, record,
playback, and distribute mission television, audio, and still imagery.
This effort shall include operating the Video Downlink Record and
Playback System (VDRPS), the Master Record and Playback Area (MRPA), the
Signal Validation and Adjustment System (SVAS), the Digital Imaging
Laboratory (DIL), and the DIL Annex.

For International Space Station and Shuttle missions, the Contractor
shall generate the Mission Imagery Products List (MIPL) that identifies
the photographic and television products required for each mission as
defined in the Mission Support Plan (DRD-14). These documents shall be
created from data derived from the ISS Increment Data Requirements
Document Annex 3, ISS Increment Data Requirements Document Annex 5, the
Space Shuttle Program Mission Integration Plan, and the SSP Flight
Specific, Flight Requirements Document. MIPL document shall be reviewed
and approved by the CO prior to each ISS Increment, Space Shuttle
mission, other downlink event or document revision. The Contractor shall
submit a Mission Imagery Processing Plan as specified in Mission Support
Plan (DRD-14). This plan shall define the processing of both still and
motion imagery for real-time and post-mission activities. Included, as
part of this plan will be a post-flight imaging report defining the
type, quantity, labeling, and disposition of returned imagery media.

The Contractor shall participate in scheduled mission simulations. These
functions include the processing, monitoring, recording, and
distribution of all video and still imagery downlinks and the switching
to backup circuits or equipment if a device in the system malfunctions.

The Contractor shall verify the nominal operation and readiness of the
JSC multimedia systems and associated networks, systems, and interfaces,
for human spaceflight-related activities via periodic or scheduled
readiness checks. The Contractor shall test and verify signal paths,
ascertain and adjust the technical quality of the signals to meet
broadcast or industrial standards as required, validate internal cable
TV channels, and verify the integrity of data in the vertical interval
of the television signal. These readiness checks include audio, video,
still, and digital systems, operations involving data transfer,
switching circuits and equipment, and retrieval and playback of video
recordings.

#### 8.3.2.1 Real-time Processing, Recording, and Distribution 

The Contractor shall process, monitor, validate, record, adjust, and
distribute mission- related audio, video, and still imagery, which may
originate from the Space Shuttle, ISS, International Partners and
Participants, satellite downlink, or interfaces to external sources.

During missions, the Contractor shall provide electronic imaging to the
DIL Annex located in the MCC. As such, the Contractor shall provide near
real-time processing of electronic still camera imagery; transferring
images and audio for web-based distribution; and manipulating files,
printing digital images, and distributing imagery through networks and
servers to other JSC and NASA locations and addresses.

#### 8.3.2.2 Post-Mission Processing, Recording, and Distribution 

The Contractor shall process, monitor, validate, record, adjust, and
distribute mission- related audio, video and still imagery, which
originates from videotapes, film or digital media returned to JSC after
a mission. Processing may include, but is not limited to, transferring
imagery to an archive media, logging content information, and
distributing imagery to Program, institutional, and international
customers.

### 8.3.3 General Photographic Operations and Services

The Contractor shall provide film and paper processing (color and black
& white), process digital imagery, duplicate photographic products,
transfer and distribute imagery, manipulate files, perform film testing
and certification, perform silver recovery, and package and deliver
photographic products. Photographic laboratory operations include, but
are not limited to, production of the following products:

A.  Paper prints-color and black & white up to 4 feet x 8 feet

B.  Film processing-color positive and color negative (35mm -- 4x5
    inches)

C.  Slides -- (35 mm and 46 mm "Super Slides")

D.  Transparencies -- up to 4x5 inches, Viewgraphs up to 8x10 inches

E.  Continuous contact masters (70mm and 5-inches)

F.  Motion pictures-original, intermediate and distribution products in
    35 mm formats

G.  Flat-art scanning of originals up to 4' x 6'

H.  Film scanning from 35mm to 9 x 9 inches original negatives or
    positives

I.  CD's and other electronic media

J.  Dry photographic, dye sublimation prints, and overhead slides
    originating from electronic image files, photographic film, or flat
    art

K.  Digital slides and transparencies (35mm to 8 x 10 inches) exposed on
    film recorders in both mid- to high-resolution formats

#### 8.3.3.1 Film Processing and Scanning 

The Contractor shall provide products and services for the processing of
film-based imagery. The processing may include standard chemical
processing or may require special processing due to film or exposure
deviations. Film processing includes, but is not limited to, 35mm, 70mm,
4x5 inches, positive, and negative media.

The Contractor shall scan all processed, film-based imagery to digital
files for retention, printing, and distribution. The Contractor shall
operate a variety of film scanning devices for the creation of digital
files.

#### 8.3.3.2 Digital Imaging and Products 

The Contractor shall provide still digital imaging operations, and
products. The Contractor shall provide a color management system that
encompasses all still digital imaging systems. A color management system
is defined here as a system through which accurate color reproduction
can be implemented across many devices and systems. The color management
system will tie together all input devices (scanners, cameras, etc),
displays (monitors), output devices (printers), and independent devices
(not linked to any specific device -- used as a reference or storage
profile). The color management system must conform to the ICC Color
Management -- Industry Best Practices (ICC Standard).

The Contractor shall transfer still imagery from one format or media to
another. Formats and media include 16mm motion picture, DVD, CD, digital
files, and other film- and non-film-based media. Additionally, the
Contractor shall transfer still imagery to and from a
Government-provided, web-based server for distribution to customers.

The Contractor shall provide image file manipulation to digitally
enhance the image quality, contrast, and color balance and to set the
image resolution at multiple levels and multiple file formats when
requested and where appropriate. The CO must approve any manipulation
that alters the original intent of the image.

#### 8.3.3.3 Flight Film Certification

To verify film meets the manufacturer's specifications for speed and
tone reproduction characteristics, the Contractor shall perform
certification testing on photographic film to be flown on orbit,
certifying each film type and emulsion separately. Certification shall
be performed on all new film emulsions as well as on re-certifications.
The Contractor shall verify the film using both the film's sensitometric
curves and the manufacturer's control strips. A record shall be kept of
each certification. Use of the certifications in processing the flight
film is documented in the Standard Operating Procedures (DRD-10).

#### 8.3.3.4 Photographic Chemical Processing

The Contractor shall perform chemical storage, chemical mixing,
plumbing, chemical processors, and the zero-discharge hazardous waste
system (JMI 8800.4). A current listing of hazardous materials is
provided in Attachment J-16, JIMMS Hazardous Materials List.

The Contractor shall be responsible for the following activities:

Chemical Mixing: The Contractor shall be responsible for the chemical
mixing, analysis, storage, and inventory of all photographic chemicals,
providing and maintaining current Material Safety Data Sheets (MSDS) on
all chemicals used. Data on types and quantities of chemicals produced
shall be provided to the JSC Environmental Office when requested per the
Safety and Health Plan (DRD-09) and Facility Baseline Documentation (JPG
5322.1).\
Zero Discharge System Operations: The Contractor shall be responsible
for the daily operation of the zero-discharge hazardous waste system.
For operating work with this system, the Government shall provide
special training, including hazardous duty training. The Contractor
shall hold all recovered silver sludge waste in a secured area until
picked up by or delivered to the responsible JSC office. For scrap paper
and film waste not suitable for silver recovery, the Contractor shall
notify JSC Security for appropriate disposal.

### 8.3.4 General Video Operations and Services

The Contractor shall operate the television systems and facilities at
JSC for JSC and NASA programs, missions, and institutional activities.
This includes the processing, recording, and distribution of video and
audio content, as well as the creation of requested video products. The
Contractor shall utilize the following television network technologies:
single and multi-mode fiber optic cable, coaxial copper cable, twinax
cable, triaxial camera cable, cable television (CATV) cable,
point-to-point and omnidirectional microwave systems, and twisted pair
audio cable. The Contractor shall utilize the following video formats:
D-2, Beta SP, M-II, S-VHS, VHS, Hi-8mm, 8mm, Mini-DV, DV-Cam, 1inch
SMPTE Type C, ¾ inch U-matic, DigiBeta, BetaSX, DVCPRO50, Digi-SVHS,
HDCam, and high-definition television (HDTV) video formats.

Programs shall be distributed through the JSC cable TV system, the JSC
omni-directional microwave system, NASA television, NASA multi-channel
MPEG 2 multi-site distribution system, videotapes, digital files, or
digital media. The Contractor shall operate the Video Control Center
(VCC), located in Building 8.

#### 8.3.4.1 Processing, Recording and Distribution 

The Contractor shall process, monitor, validate, record, adjust, and
distribute non-mission-related video, which may originate from satellite
downlinks, test, training, institutional activities, International
Partners, or interfaces to external sources.

The Contractor shall operate JSC television and video systems (see
Systems Table, (Attachment J-10)). These systems are connected to the
VCC and are routinely interconnected (switched) to mutually monitor
tests, training, and mission simulations.

The Contractor shall schedule programming and operate television
distribution systems including distribution of the NASA TV programs to
the commercial media trailers. Program sources include the JSC satellite
receivers, NASA intercenter networks, spacecraft, direct satellite
broadcast receivers, playbacks from within the VCC, off-air antennas for
local programming, JSC test and training facilities, and educational
television microwave feeds (e.g., the University of Houston).

The Contractor shall verify the nominal operation and readiness of the
JSC television systems and associated audio systems, networks, and
interfaces via periodic or scheduled verification checks. The Contractor
shall test and verify signal paths, ascertain and adjust the technical
quality of the signals to meet broadcast or industrial standards as
required, validate internal cable TV channels, and verify the integrity
of data in the vertical interval of the television signal. This includes
audio and video operations involving switching circuits and equipment,
and retrieval and playback of video recordings.

#### 8.3.4.2 Video Products

The Contractor shall provide editing, transfer, and reproduction
services as needed to create video and television products for JSC,
NASA, and external customers.

As part of the effort the Contractor shall perform the following
functions:

A.  Editing: The Contractor shall edit raw material to create usable
    quality video products. Editing may be performed as simple
    cuts-only, (e.g., with no special transitions required between
    segments), or may involve more complex transitions between scenes,
    depending on the product requirements. Scene-to-scene color
    correction or other image enhancement will be performed as required.
    Some products will also require slates, titles, graphics, effects or
    audio to complement the edited video segments.

B.  Format and Media Transfer: The Contractor shall transfer raw or
    edited motion imagery from one format or media to another.
    Accompanying audio will be synchronized with the video imagery as
    required. This transfer process may also include encoding and
    authoring. Formats and media include motion picture film, videotape,
    optical discs and digital files. Additionally, the Contractor shall
    distribute transferred motion imagery, such as to and from JSC or
    NASA intranet or Internet based servers, to make the products
    available to customers.

C.  Reproduction: The Contractor shall produce copies of NASA video
    products as required. This reproduction process also includes
    standards conversion, video and audio mixing, labeling and packaging
    as needed. Media formats for copies include videotape or optical
    disc. Videotape formats include D-2, Digital Betacam, BetacamSP,
    HDCAM, DVCPRO, DVCAM, Mini DV, 8mm and VHS. Disc formats include
    Digital Versatile Disc (DVD), Video Compact Disc (VCD), Super VCD
    (SVCD) and removable hard disk. Standards conversion activities
    include to-or-from National Television Standards Committee (NTSC),
    PAL, SECAM, SDTV, and HDTV formats. Additionally, the Contractor
    shall operate a capability for managing the distribution of the
    copies produced.

D.  Voice Audio Metadata: The Contractor shall create metadata from
    voice-audio information customers using software tools to search and
    manipulate voice recordings (e.g. FastTalk application). The
    Contractor shall also provide a graphical user interface to
    customers for searching metadata.

#### 8.3.4.3 Video Teleconferencing

The Contractor shall schedule and operate the audio and video equipment
in video teleconference (VTC) rooms (Attachment J-10) in addition to the
system distribution equipment that interfaces with the NASA Integrated
Systems Network (NISN) and other associated networks. The Contractor
shall operate the conference facilities either for the full duration of
the video teleconference or long enough to brief participants on how to
operate the controls. Additionally, at the direction of the CO, the
Contractor shall operate and maintain video teleconferences in new
teleconferencing facilities as they are brought on line. This effort
shall include nontraditional teleconferencing application and techniques
such as video-over IP, desktop teleconferencing, and any other
approaches developed under this contract. The Contractor shall also
produce, update, and maintain procedures for all supported video
teleconferencing facilities according to the Standard Operating
Procedures (DRD-10).

Prior to every conference, the Contractor shall configure system
equipment and verify it is performing nominally, and participate in a
pre-conference checkout with other online sites. In addition, the
Contractor shall coordinate, schedule, and operate teleconferences
between remote sites (any site not located at JSC) and members of the
International Space Station and Space Shuttle crews via interface
circuits with the Mission Control Center (MCC). These remote locations
will include NASA's International Partner's VTC facilities, Contractor
facilities, and educational institutions.

#### 8.3.4.4 Meeting and Presentation Support

The Contractor shall deliver, set up, and operate audiovisual equipment
and systems for conferences, symposia, educational courses, and other
meetings held both on and off site. Requests for off-site services shall
be forwarded to the CO for approval. Audiovisual equipment includes
audience and presenter microphones, audio mixers, loudspeakers, slide
projectors, video and computer screen projectors, web cast systems, and
audio/ video recorders/playback equipment. For requests to display video
using a projector, a VHS, SVHS, HDTV, or Digi-beta player will be
provided. For requests to show a digital computer file, a laptop
computer with the JSC standard software load and configuration will be
provided. The Contractor is not responsible for the content of the
presentation, but shall provide technical assistance to customers, e.g.,
informing them of supported formats and software, and the setup of the
laptop. Neither nonstandard-load software nor formats will be provided
under this contract, but must be provided by the customer. The
Contractor shall, where required, interface with all elements
responsible for an event to ensure coordinated delivery of all products
and services. The Contractor shall provide specialized services for
senior management conference rooms that may require special coordination
of audio/visual presentations and collaborative software applications
(e.g., Group Systems software).

#### 8.3.4.5 Audio/Visual Equipment Loan Pool

The Contractor shall operate an audio/visual equipment loan pool to
provide short-term equipment loans to JSC and on-site Contractor
personnel for on-site and off-site use. The pool shall consist of, but
it not limited to, the following equipment: microphones, speakers, audio
mixers, lecterns, slide projectors, screens, videocassette
player/recorders, television receiver/monitors, video/computer
projectors, camcorders, and video equipment stands. The Contractor shall
deliver, set up, take down, and pick up equipment when required.

# 9.0 PUBLIC AFFAIRS MULTIMEDIA SERVICES

The Johnson Space Center Public Affairs Office provides multimedia
products and services that help disseminate information about NASA\'s
programs and activities. To accomplish this, live and recorded
television productions and other related multimedia products are created
for mission and non-mission events and are made available to members of
the news media. Systems and facilities are operated to create these
products. This section deals with live television required for human
spaceflight mission programming, non-mission briefings and events,
interviews and appearances, and a variety of other non-mission
institutional activities. These programs shall be distributed through
the JSC cable TV system, the JSC omni-directional microwave system, NASA
Television, NASA multi-channel MPEG-2 multi-site distribution system,
video tapes, digital files, or other media formats. The Contractor shall
operate the facilities and equipment to accomplish all objectives of the
SOW and be able to adapt to new or changing technologies as appropriate.

## 9.1 Mission Television Production

The Contractor shall plan and execute live mission television
programming as required during Space Shuttle or ISS flights or as
requested by the CO. Mission programming activities generally consist of
live television program control, audio program control, recording
mission-related audio circuits, televised briefings, and in-flight crew
events.

The Contractor shall generate, maintain, and distribute documentation of
research and planning efforts (e.g., the NASA TV schedule of televised
mission events and summary of in-flight special events) as described in
the Mission Support Plan (DRD-14).

Additionally, the Contractor shall provide mission audio and video
operations. Support shall include routing of video and audio sources and
signals, playback of imagery from tape-based and non tape-based media,
and coordination via internal and external intercom circuits with the
PAO and media personnel.

### 9.1.1 Briefings

The Contractor shall produce live multi-camera television briefings.
This effort includes, but is not limited to planning; writing schedules,
outlines, treatments, and scripts; directing camera operators, lighting
and studio technicians, audio technicians, and graphic and videotape
operators; coordinating satellite transmissions and language translation
as required; and integrating remote video and audio sources. Briefings
are conducted before, during, and after missions to inform the news
media and public of mission status. Most briefings are moderated by a
NASA Public Information Officer and may include graphics, videotape,
animation, and multipoint two-way audio for media participation from
remote locations such as other NASA Centers and, when applicable,
international venues.

### 9.1.2 In-Flight Events

The Contractor shall provide planning, scheduling, and execution of live
interactive broadcast events between crewmembers in orbit and
participants on the ground---usually news media and VIPs. In addition,
downlink messages for specific clients may be requested as part of the
in-flight event capability. Such events typically consist of two-way
audio between the spacecraft in orbit and remote locations around the
world and include live downlink television from the spacecraft. This
effort requires close interaction with ground-based customers and the
flight control team. When planning these events, the Contractor shall
receive a list of approved event candidates from PAO. The number of
events shall be dictated by the crew's flight-specific or weekly
timeline. For Space Shuttle missions, the Contractor shall identify in
the TV schedule opportunities when such events can be scheduled. The
Contractor shall contact the customer promptly after having received the
event information from PAO to discuss the event's technical
configuration for audio and video circuits and the topics to be
discussed during the event. Also, the Contractor shall send the customer
biographical information about the crew, a mission synopsis, an
interview protocol, and other pertinent information to ensure a
successful interview.

### 9.1.3 Live Interviews and Appearances

The Contractor shall produce live interviews using satellite or
ground-based links to transmit audio and video to selected customers,
which may include news and educational organizations. Typically, the
customer receiving the transmission will ask questions via a phone line
configured to the interviewee through the Audio Control Room. The
on-camera interviewee is usually an astronaut, scientist, or NASA
manager addressing current issues and situated in the studio, briefing
room, or certain on-site facilities that can be configured to the
television control rooms. The Contractor shall produce interview and
appearance sessions that may include multiple customers per session.
Typically, these sessions occur on anniversaries of historic NASA
events, when NASA programs reach important development milestones, or
when the news media are interested in an interview.

## 9.2 Mission/Non-Mission Audio Production

The Contractor shall provide a variety of audio program control,
recording, and production services for both mission and non-mission
activities.

### 9.2.1 Audio Program Control

The Contractor shall control multiple simultaneous audio programs during
missions and during mission simulations from the JSC Audio Control Room.
Programming shall include mixing multiple audio sources for live
distribution. These sources consist of various Space Shuttle
Air-to-Ground (A/G) circuits, ISS Space-to-Ground (S/G) circuits, PAO
commentary, tape playback, telephone and satellite circuits, dedicated
four-wire circuits, and briefing room and studio microphones. The
Contractor shall mix audio for press briefings held at JSC and other
NASA Centers and synchronize audio to video for all program feeds. The
Contractor shall distribute programs to news media, JSC personnel, and
NASA personnel at other centers. Audio programs consist of NASA
Television audio, mission audio, inter-center audio, PAO-1, and PAO-2.
During ISS and certain international missions, additional audio circuit
configuration may be required to broadcast and record translation to and
from foreign languages.

### 9.2.2 Audio Recording and Products

Throughout the duration of Space Shuttle missions and as directed by the
CO for ISS missions, the Contractor shall record for archival,
production, and distribution purposes a variety of audio circuits.

The Contractor shall catalog, index, and archive recordings. The
Contractor shall make use of automated audio indexing and search
technology as directed by the CO. The Contractor shall copy certain
portions of the audio mission recordings for distribution to the news
media and other users. When NASA foreign partners participate in
flights, the Contractor shall record additional audio circuits
containing foreign language translation.

## 9.3 NASA Television and Media Distribution

The Contractor shall provide live television programming from the
Program Control Room in the Teague Broadcast Center for broadcasting on
NASA Television via domestic satellite and locally via closed circuit.
Local distribution also includes two additional isolated feeds, PAO-1
and PAO-2, which shall be coordinated and switched for media
requirements. Video sources for the broadcasts and isolated feeds
include mission downlink, MCC views, graphics, animation, video feeds
from other NASA centers, videotaped segments, recorded productions, live
briefings, and studio-based programs. Also, the Contractor shall
provide, as requested by the CO, mission commentary from Mission Control
or a remote facility, giving audio commentary on mission events for
distribution to the media and public.

## 9.4 Non-Mission Television, Video, and Media Production

The Contractor shall produce non-mission live television programming and
event coverage for JSC and NASA institutional purposes. The Contractor
shall also produce recorded video and multimedia products.

The Contractor shall produce, sometimes on short notice, news and
special events programming to be broadcast on NASA Television as Agency
or Center news warrants. These live briefings are moderated by a Public
Information Officer and usually include NASA senior management,
scientists, or experts reporting and answering questions from the
briefing room and from other NASA centers. These briefings may include
graphics, videotape, available animation, and multipoint two-way audio
for media participation from remote locations such as other NASA Centers
and international venues.

The Contractor shall produce television productions, programs, features,
video files, video news releases, and multimedia presentations required
to publicly communicate JSC and NASA programs. This effort requires, but
is not limited to, the following activities: planning; writing outlines,
treatments, and scripts; directing various activities; acquiring
necessary footage; creating still graphics and animation; recording all
necessary audio elements; and performing off-line and online edits.
Requirements may range from a simple one-camera video documentation to a
comprehensive narrative, to a CD package, to a more complex fully
scripted studio production. Projects may require set construction. These
projects may be distributed through the JSC cable TV system, the JSC
omni-directional microwave system, NASA Television, videotapes, digital
files or other media as appropriate.

Within two weeks of receiving a production request, the Contractor (when
requested by the CO) shall submit a written production plan and budget
as described in Television Productions Deliverables (DRD-15). Upon
completion, the Contractor shall submit a final report (DRD-15,
Television Productions Deliverables) and collect and store all project
documentation in a permanent file in a Government-provided repository.
For projects done for non-PAO clients, the Contractor shall assign a
producer to work closely with the client throughout development,
production, delivery, and final CO approval of the product.

# 10.0 EXTERNAL RELATIONS, INFORMATION and COMMUNICATIONS

The objective of External Relations, Information and Communications
activities is to provide meaningful information to a variety of
audiences using effective products and services that provide the best
return on investment. The Contractor shall develop and implement plans
that convey to external audiences information regarding the activities
and programs of JSC and NASA. These plans shall include, but are not
limited to, the selection of a target audience, selection of
communications media to be used, development of exhibits, execution of
public relations activities, creation of materials including content and
design, and production and distribution of materials. Communications
goals and general content are defined and provided by the Government.
Plans may be event-related or may be required for special communications
initiatives defined by the Government.

## 10.1 Exhibits

Exhibits are produced, maintained and scheduled for NASA-sponsored
events as well as for requests from customers to showcase the latest in
NASA programs and technologies. Exhibits may also include display of
human spaceflight program hardware at selected events or at a NASA
Visitor Center.

### 10.1.1 Traveling Exhibits Program Implementation 

The Contractor shall implement the traveling exhibits program (JPD
1387.1). Work to be performed includes, but is not limited to, providing
logistics coordination, which includes shipping/receiving of exhibit
materials, assembly of the exhibit(s), recording, and scheduling of
exhibit event locations and dates, as well as responding to requests for
exhibits and maintaining appropriate files and records. The scheduling
of exhibits shall include lunar sample displays. Work to be performed
includes maintaining schedules, show files (for JSC and other NASA
Centers), documentation/records, and reports.

The Contractor shall be responsible for purchasing special materials and
for providing special services. When directed by the CO, the Contractor
shall travel to exhibit locations for the purpose of assembling and
dismantling exhibits, which includes traveling trailer exhibits, and
attending the event to disseminate information and respond to inquiries
about NASA programs.

### 10.1.2 Exhibit Production and Refurbishment 

The Contractor shall design, fabricate, maintain, refurbish, and
warehouse PAO exhibits for use at JSC, other NASA Centers, NASA
Headquarters, and elsewhere as requested by the CO. To accomplish this,
the Contractor shall operate an exhibits shop. This effort requires, but
is not limited to, operating large power tools such as table saws, band
saws, planers and other tools to fabricate exhibits from wood, metal,
plastic and composites; using small power tools and hand tools;
operating fork lifts to move heavy pallets of printed materials;
operating painting and finishing equipment; drawing and designing
exhibits; and lifting and carrying moderately heavy materials, building
stock, storage crates, and other items. The Contractor shall provide
model making (fiberglass, metal, and wood) and maintenance capabilities
and provide audiovisual equipment maintenance and repair.

The Contractor shall update presentational narratives, research and
prepare copy text, and select photographs for the existing exhibits in
the JSC inventory and new exhibits that may be designed and produced.

The Contractor shall refurbish existing exhibits for JSC, other NASA
centers, NASA Headquarters, and Space Center Houston. The exhibits
inventory consists of over 400 displays, including artifacts, scale
models of spacecraft, static panel exhibits, mobile trailers, and
dynamic exhibits containing both audio and projection systems, most of
which are designed to be packed and shipped in fitted crates.
(Attachments J-13 and J-14)

### 10.1.3 Artifacts Management

The Contractor shall store, catalog, and transfer NASA artifacts, both
for temporary loan and for final disposition (NPG 4310.1). The
Contractor shall store and eventually transfer space hardware selected
by the Smithsonian Institution as an "artifact." The Contractor is
responsible for material from receipt until shipment to the Smithsonian
Institution. The Contractor shall store, secure, ship, and maintain
artifacts at JSC. The Contractor shall also maintain artifacts at Space
Center Houston. Artifacts are identified in Attachment J-14.

## 10.2 Outreach Program

The Outreach Program is designed to inform the public about NASA
activities and to build cooperative relationships with the community. It
includes the Speakers Bureau, special events, exhibitions, the
Information Service Center, cooperative projects with community
organizations and other activities. The Outreach Program also utilizes
Exhibits, Communications, and other services and resources to implement
a comprehensive program.

### 10.2.1 Protocol and Guest Operations

The Contractor shall perform protocol operations for special guests of
JSC. Special guests include high-ranking officials of United States and
foreign governments, including heads of state, congressional
office-holders and staff, cabinet-level officials, diplomatic personnel,
special interest groups, guests of senior management and others as
identified by the JSC Public Affairs Office. Protocol operations shall
include, but are not limited to, the following activities: planning,
coordination, and preparation of visit agendas; scheduling facilities
and presenters; and arranging transportation, informational materials,
and presentation items. The Contractor shall provide planning and
implementation for mission-related activities such as Mission Control
guest programs at JSC, JSC guest programs at KSC, and crew return
ceremonies. The Contractor shall coordinate all transportation
requirements for special programs.

### 10.2.2 Information Service Center

The Contractor shall respond to requests for information and materials
in various media from JSC, other NASA Centers, and the general public.
The Contractor shall assemble, package, and disseminate NASA program and
educational materials in paper and electronic form to fulfill requests
and shall prepare special replies to a variety of specific information
requests, conducting the necessary research. On occasion, large-scale
preparation of information packages shall be required to send to
NASA-supported conventions, conferences, and educational events. The
Contractor shall keep a record of requests and the disposition of
requests.

The Contractor shall acquire, warehouse and maintain inventories of
educational and public informational publications and products in
electronic and hard copy form. The Contractor shall also develop a
user-friendly method to archive, catalog, and retrieve all PAO materials
in electronic and hard copy form. The Contractor shall make the archives
accessible to JSC employees in hard copy form and on the Internet.

The Contractor shall produce information products including written
documents and schedules, information packages, press releases and
articles, NASA/JSC customer or visitor listings, graphic materials, and
develop and maintain mailing lists and labels.

### 10.2.3 Speakers Bureau Program

The Contractor shall implement the JSC Speakers Bureau by coordinating
and scheduling JSC personnel for special appearances away from JSC (JPD
1385.1). Responsibilities include recruiting and training of speakers,
identification of presentation tools, implementation of the Speakers
Bureau Recognition Program, receipt and processing of written and verbal
requests for speakers and arranging travel.

### 10.2.4 Event Planning and Coordination

The Contractor shall plan, coordinate, publicize, and staff special
outreach events, including crew debriefings, auditorium-type programs,
and Center-supported special events both on and off site. Planning may
include proposing scope, content and design of events, audience
development, and coordinating all logistics requirements. Staffing
actions include assigning Contractor staff, volunteer coordination, and
scheduling both civil service and aerospace Contractor volunteers. The
Contractor shall implement a recognition program for event volunteers.
Publicity includes selecting a target audience, designing methods to
reach that audience, and the design, writing, graphics, production and
distribution of publicity materials.

## 10.3 Communications

The Contractor shall provide communications services over a wide range
of media and communications activities. The services include internal
and external communications products and activities, newsroom staffing,
distribution of imagery and informational materials, assistance to
visiting media, and audio services (JPD 1382.1).

### 10.3.1 Internal Communications

The Contractor shall provide services for internal communications
programs and activities including production of the employee newspaper
(Space News Roundup), a daily e-mail-based employee information service
(JSC Today), an on-line feature story web site (JSC Features) and other
similar products and services that may be developed to communicate with
employees and other internal NASA audiences.

Production of the Space News Roundup, JSC Today, JSC Features and other
products shall encompass all phases of production including planning,
writing, editing, layout, design, working with printers or web technical
staff, and all other elements needed to carry the product from concept
to completion. The Contractor shall use writing, editing and graphic
styles appropriate for the type of publication or product and audience.

The Contractor shall use other forms of internal communication as
available and as appropriate for the communications objectives. These
may include writing, editing and preparation of announcements for the
JSC closed-circuit television system, fliers, posters, brochures, fact
sheets and other media.

The Contractor shall develop and execute internal communications plans
for such activities as publicity for special events and employee
awareness campaigns that consider the appropriate strategy for
communicating with the target audiences including use of available
internal media, messages, timing and other factors.

### 10.3.2 External Communications

The Contractor shall provide services for a variety of communications
products and activities designed to inform external audiences of JSC and
NASA programs.

#### 10.3.2.1 Strategic Communications Activities

The Contractor shall develop and execute external communications plans
that focus on delivering information to the public and other external
audiences in the most effective way possible. These communications
activities will normally use common practices of selecting target
audiences, defining messages, choosing a media strategy, developing
products (news releases, features, fact sheets, fliers, brochures,
posters and other collateral materials) and distributing these products
in the most cost-effective and appropriate manner. All communications
plans shall be reviewed and approved by the CO before the Contractor
implements them.

#### 10.3.2.2 Public Affairs Internet Content Operations 

The Contractor shall produce or update information products for use on
the Internet, making maximum use of other products developed for PAO
(e.g.: videotapes, fact sheet scripts, interviews, graphics,
photographs, captions). Work in this area involves about 90 percent
content development and 10 percent programming. Other files including
JPG, Shockwave/Flash File (SWF), Motion Picture Experts Group (MPG),
etc. are included on the Web sites covered under this contract.

The Contractor shall utilize PAO themes and messages and ensure that
these are present and consistent in all Internet materials. The
Contractor shall coordinate routine delivery of raw materials or data
used to update PAO Internet products from other JSC provider
organizations. Content shall meet prevailing World Wide Web (Internet)
publishing standards and JSC Chief Information Officer (CIO) policy
guidelines as specified in JSC Mandatory Policies for Web Pages and the
JSC IT Security Handbook (JPG 2810.1).

The Contractor shall receive work requests authorized by a designated
Government official via e-mail or through a Contractor-provided,
web-based task assignment and tracking system.

For PAO web initiatives, the Contractor shall:

A.  Generate and update content for all Space Shuttle flights, and for
    significant ISS events identified in the PAO mission support plan.
    In the event of contingencies, the Contractor shall post appropriate
    updates to the development server within one (1) hour of
    notification.

B.  Develop new content and features for the JSC public web site and all
    its subsections, the spaceflight web site, related portions of the
    One NASA Web Portal, and various internal PAO web sites.

C.  Coordinate with other organizations (e.g., the MCC and JSC Mission
    Television group) to arrange for delivery of real-time content.

### 10.3.3 News Room Support Services

During human spaceflight missions and other high-interest activities the
role of the Contractor will be to provide newsroom staffing in the form
of answering queries from the media and public, distributing
informational products, and providing general assistance to media over
the telephone or in person.

### 10.3.4 General Media Support Services

The Contractor shall provide services to facilitate media coverage of
JSC and NASA programs and activities.

#### 10.3.4.1 General Media and Public Support Services

The Contractor shall provide products and services to the news media,
educational organizations, media production companies (NPD 1383.2),
other specialized organizations, and individuals seeking acquisition of
imagery and information about the space program. Products and services
include audio production and duplication, media technical assistance,
Public Affairs information products and services, document development,
Public Affairs outreach, and the appearances program.

The Contractor shall operate the Media Resource Center, to provide
imagery and multimedia products to news media and other customers as
defined by PAO. The functions of the Media Resource Center include
customer service, research, caption writing, cataloging and indexing,
filing, records maintenance, order processing and shipping and inventory
management. Still photograph caption information shall be written for
selected imagery and maintained in a computerized database and shall be
provided with the requested images. Imagery and information products are
provided without charge to some internal and external customers (e.g.,
news media, educators, and other non-profit organization). The CO will
approve exceptions to this policy. For those customers to whom materials
and imagery are not provided free of charge, the Contractor shall
provide a mechanism through which customers can procure imagery at their
own expense. This mechanism must be reviewed and approved by the CO.

#### 10.3.4.2 Audio News Reports and Audio Media Production

The Contractor shall produce daily recorded audio news reports intended
to keep employees and news media informed of the progress of significant
programs, events, and activities at JSC, except during Space Shuttle
flights or identified ISS operations.

The Contractor shall record audio circuits in a way that allows for them
to be reproduced and distributed to news media and other PAO customers.
The Contractor shall also duplicate original NASA audio recordings onto
cassette, digital audio tape (DAT), or other in-house available audio
formats. To maintain the capability to play back and copy historic NASA
recordings made over the last 30 years, the Contractor shall maintain
operationally unique recording/playback audio equipment such as the
30-track and 7-track recorders.

#### 10.3.4.3 Media Technical Assistance

To facilitate the media's acquisition of JSC imagery, the Contractor
shall escort visiting news media and production crews in training
facilities and other areas otherwise not accessible to the public. The
Contractor shall coordinate access to the desired sites with the
responsible facility managers. Media technical assistance includes
escorting visiting photo, film, and television production crews to
designated sites.

The Contractor shall also facilitate the scheduling of astronaut
interviews with news media, coordinate logistics arrangements for
visiting media, and maintain statistical data and other media
information on human spaceflights.

## 10.4 Education Support Services

Education has moved to the forefront as a communications and outreach
tool for NASA. The technology used in electronic classrooms today is one
of the many ways that information on human spaceflight programs is
transmitted to the next generation of space explorers. The Contractor
shall deliver products and services for the following functions: distant
learning, outreach, and JSC education programs.

### 10.4.1 E-Learning

The Distance Learning Project consists of the development and
distribution of NASA educational materials and curriculum support
modules via an E-Learning mechanism. The process for delivery is
primarily through the use of video conferencing, Webcasting, and
Web-based mediums.

The Contractor shall schedule, coordinate and conduct weekly E-Learning
events. This effort includes, but is not limited to, developing content
specific to the five NASA Enterprises and linked to National Education
Standards,
<http://www.education-world.com/standards/national/toc/index.shtml>;
recruiting subject matter experts for specific events; producing unique
products in relation to preplanned special events (e.g., Space Day,
World Space Week, Aquarius, etc); conducting video teleconferences and
Webcasts and providing the requisite technical service to ensure a
successful event; and advertising events to participating schools or
customers emphasizing how they can use E-learning events and determining
the correlation of events to their required curriculum; and handling all
pre- and post-event requirements.

### 10.4.2 Education Outreach 

The Contractor shall provide logistics and operational services to
educational outreach programs including scheduling and coordinating
visits by educators and students; responding to requests for educational
outreach events; and preparing and presenting professional development
sessions using NASA education materials at education workshops
conferences and related events. The Contractor shall schedule special
appearances and other volunteer work performed by JSC volunteers
including yearly recruitment for SciAd and Education Outreach
volunteers. The Contractor shall maintain metrics on numbers of events
per year and volunteer data. The Contractor shall provide services for
the JASON Project. Specifically, the Contractor shall participate in the
\"train the trainers\" workshop, lead teacher training activities at
JSC, recruit area teachers to participate, conduct activities with
students participating in the JASON Project broadcasts, coordinate
administrative activities, and record data in the NASA Education
Evaluation Information System (NEEIS)/Education Computer Aided Tracking
Systems (EDCATS) database. In addition, the Contractor shall act as the
JSC point of contact and backup point of contact to NEEIS.

Events include classroom visits/presentations, assembly presentations,
science fairs, career days/shadowing, National Engineers Week, tutoring
assignments and mentoring.

### 10.4.3 JSC Education Program Support

The Contractor shall perform educational programs that include, but are
not limited to, teacher workshops, educator conferences, and limited
student competitions held at JSC. The number of programs varies each
year with the average of 6 programs per year. Education programs range
in duration from one-day to two-week events.

Overall operations of these programs include developing and executing
project plans that cover: development of promotional materials,
advertising, logistics (e.g., security, presenters/briefer, buildings,
etc.), volunteer solicitation, establishing judging committee (if
needed), developing program content, and content delivery.

The Contractor shall provide services for educational tours of JSC as
identified by the Education and Student Programs Branch. Services
include planning, coordinating, and preparing tour agendas; scheduling
facilities and presenters; and arranging transportation, informational
materials, and escorts.

Statement of Work

**Johnson Space Center (JSC)**

**JSC Enabling Technology and Security (JETS)**

Table of Contents

[1.0 Introduction and Objectives 45](#introduction-and-objectives)

[2.0 Scope of Work 45](#scope-of-work)

[2.1 Products and Services 46](#products-and-services-1)

[3.0 Contract Management and Administration
47](#contract-management-and-administration)

[3.1 Safety, Health and Environmental Compliance
48](#safety-health-and-environmental-compliance)

[3.2 Quality 48](#quality)

[3.3 Records Management 49](#records-management-2)

[3.4 Work Authorizations 49](#work-authorizations)

[3.5 Facility Management 49](#facility-management-1)

[3.5.1 Facility Layout Drawings 50](#facility-layout-drawings)

[3.5.2 Electrical Management 50](#electrical-management)

[3.5.3 Installation and Removal 50](#installation-and-removal)

[3.6 Property Management 51](#property-management-1)

[3.7 JETS Metrics 51](#jets-metrics)

[4.0 General Systems Management 51](#general-systems-management)

[4.1 Infrastructure Development 52](#infrastructure-development)

[4.2 Administration 53](#administration)

[4.3 Sustaining Engineering 55](#sustaining-engineering-2)

[4.3.3 Systems Problem Resolution 56](#systems-problem-resolution)

[4.3.5 Maintenance Agreements and License Renewal
56](#maintenance-agreements-and-license-renewal-1)

[5.0 Network and Security Services 56](#network-and-security-services)

[5.1 Network Security Monitoring 57](#network-security-monitoring)

[5.2 Network Security Operations 57](#network-security-operations)

[5.3 Firewall Operations 57](#firewall-operations)

[5.4 Incident Response 57](#incident-response)

[5.5 Public Key Infrastructure 58](#public-key-infrastructure)

[6.0 Technical Assistance 58](#technical-assistance)

[6.1 Data Entry 58](#data-entry)

[6.2 Technical Services 58](#technical-services)

[6.3 Meeting Services 58](#meeting-services)

#   {#section .unnumbered}

**JSC Enabling Technology and Security (JETS)**

## Introduction and Objectives 

This Statement of Work describes the requirements for providing
Information Technology Services for the NASA Johnson Space Center (JSC).
There are two main objectives associated with this contract:

a.  Provide lifecycle services for designated workstations and servers

b.  Provide network services and computer security services

## Scope of Work

The Contractor shall be responsible for performing engineering tasks
involving computer hardware and software. These engineering tasks
include system administration, account management, data backup, and
system performance monitoring, as well as the installation,
configuration, operation and maintenance of all assigned software. The
Contractor shall perform technical assessments, security testing, as
well as develop and update JSC Information Technology Security Plans.

In performance of this contract, the Contractor shall comply fully with
the most current versions of all documents in Attachment J-11, CIO
Policies and Guidelines. The Contractor shall also provide technical
consultation and implementation for Information Technology (IT)
pathfinder projects as directed by Task Orders. The Contractor shall be
the alternate facility manager of the Computer Systems Facility
(Building 46). The Contractor shall perform administrative duties such
as processing forms for acquisitions, shipping and receiving, and
recording data into online databases. Upon issuance of Task Orders the
Contractor shall be responsible for applicable system administration,
property management, security systems, software and system hardware
component maintenance for items listed in Attachments J-7 Government
Equipment - Systems, J-8 Government Equipment - Software, and J-9
Government Equipment-Systems Components, and J-10 Installation
Accountable Government Property of the contract. During the term of the
contract, the contractor shall update government-provided databases and
assume responsibility for all JETS items identified in the databases.
The Contractor shall develop Associate Contractor Agreements (ACA) with
the JSC Information and Multi Media Services (JIMMS) Contract, the
Outsourcing Desktop Initiative for NASA (ODIN) or other contractors for
tasks that may have joint responsibility. (H.8)

## Products and Services

The Work Breakdown Structure (WBS) and the associated reference numbers
outlined below describe at a high level the products and services
required under this contract. These WBS numbers will be used on
Contractor Task Orders as well as in contract planning, cost reporting,
scheduling of activities and status reporting.

4.  General Systems and Network Management

    1.  Infrastructure Development

        1.  Systems Infrastructure Development

        2.  Storage Infrastructure Development

    2.  Administration

        1.  Systems Administration

        2.  Storage Administration

    3.  Sustaining Engineering

        1.  Systems Sustaining Engineering

        2.  Storage Sustaining Engineering

        3.  Systems Problem Resolution

        4.  Storage Problem Resolution

        5.  Maintenance Agreements and License Renewal

    4.  Network Performance Monitoring

5.  Network and Security Services

    1.  Network Security Monitoring

    2.  Network Security Operations

    3.  Firewall Operations

    4.  Incident Response

    5.  Public Key Infrastructure

6.0 Technical Assistance

6.1 Data Entry

6.2 Technical Services

6.3 Meeting Services

**2.2 Definitions**

**Server** -- a host computer on a network that holds information (e.g.,
Web sites, file shares) and responds to requests for information from it
(e.g., links to another Web page). The term server also refers to an
appliance that uses software that makes the act of serving information
possible. The hardware can be a desktop augmented with server O/S,
server-class hardware (e.g., redundant drives, network cards, power
supplies, etc.) or a hardware appliance (little or no moving parts) with
server O/S installed and doing something specific, such as firewall
functions.

**System Administrator** - one who provides IT services, network
services, files storage, web services, and other standard and usual IT
services to someone else other than themselves and takes or assumes the
responsibility for the security and administrative controls of that
service or machine. A lead system administrator has responsibility for
information technology security (ITS) for multiple computers or network
devices represented within a system; ensuring all devices assigned to
him are kept in a secure configuration (patched/mitigated); and ensuring
that all other system administrators under his lead understand and
perform ITS duties. An individual who has full access or administrative
rights on a system or machine that is only servicing themselves does not
constitute a \"system administrator\" since they are only providing or
accepting responsibility for their system.

## Contract Management and Administration 

The contractor shall perform all the management functions, including
technical and business management, necessary to plan, implement, track,
report and deliver the required services described in the Statement of
Work (SOW). The Contractor shall manage the full system life cycle for
JETS systems, including design, acquisition, operations, and maintenance
for current, modified, and new systems identified under this contract in
accordance with the NASA approved Management Plan (DRD-01). In addition,
to effectively manage the work the contractor shall:

a.  Provide status reports in accordance with the Contractor Status
    Report (DRD-07 Contractor Status Report).

b.  Provide Information Technology Security Plans and Reports as defined
    in DRD-14 (Information Technology System Security Plans and
    Reports).

c.  Create and maintain a Capital Planning and Investment Control
    process. (DRD-02 Capital Investment Planning).

d.  Create, modify, maintain, and report resource information in
    accordance with the Plan (DRD-04, Resource Management Plan; DRD-20,
    Supplemental Cost Report; and NASA Procedures and Guidelines (NPG)
    9501.2D NASA Contractor Financial Management Report).

e.  Provide re-procurement data in accordance with DRD-16
    (Re-procurement Data Package).

f.  Provide wage and salary data per DRD-09 (Wage/Salary and Fringe
    Benefit Data).

g.  Report system and equipment performance in accordance with the
    performance management plan required by DRD-11 (Performance
    Management and Capacity Plan).

h.  Perform configuration management for all systems in accordance with
    the Information Resources Directorate (IRD) Configuration Management
    Plan Document JSC 29173.

i.  Perform system development in accordance with the IRD Project
    Lifecycle Guidelines, provided in draft form in Attachment J-3.

j.  Provide Backup and Restore reporting in accordance with DRD-21
    (Server Backup, Restore & Tape Usage Report)

k.  Provide ECF Accounting reporting in accordance with DRD-22 (Systems
    Accounting Data (ECF)

For all documents referenced in the JETS contract, the contractor shall
adhere to the most current versions unless otherwise specified.

## Safety, Health and Environmental Compliance

The Contractor shall ensure the protection of personnel, property,
equipment, and the environment in all Contractor products generated and
activities undertaken for institutional and space flight program
objectives.

The Contractor shall comply with a NASA-approved safety, health and
environmental compliance plan as specified in DRD-06 (Safety, Health and
Environmental Compliance Plan). The Contractor shall develop and
implement risk management techniques, including risk assessment, to be
applied to hazards identified from analyses of activities and products
(DRD-01 Management Plan). The purpose of these risk management
techniques is to eliminate or control hazards as specified in NASA
hazard reduction policies and requirements. The Contractor shall develop
and maintain a lessons-learned database per DRD-12 (Safety, Reliability
and Quality Assurance \[SR&QA\] Lessons Learned). Monthly safety and
health metrics shall be provided per DRD-13 (Safety and Health Metrics).
The Contractor shall also provide a hurricane/severe weather plan as
specified in DRD-17 (Hurricane/Severe Weather/Emergency Plan) and
conduct and safety and health self-evaluation per DRD-15 (Safety and
Health Program Self Evaluation). The Contractor shall establish and
maintain a Quality Management System (QMS) that complies with
ANSI/ISO/ASQC Q9001-2000. Alternately, the Contractor\'s QMS need not be
certified if the Contractor proposes to follow the JSC quality system in
its entirety.

The Contractor shall perform safety walk-throughs, report safety issues,
and address and resolve close calls, under floor alarms, and facility
outages.

## Quality

The contractor shall comply with its documented Quality Processes
(DRD-08, Quality Processes - Procedures). JSC will review these
documents to ensure they do not conflict with the JSC quality management
system. The contractor shall submit and comply with the Government
approved Quality Plan as required in DRD-05 (Quality Plan).

## Records Management

NASA-owned, Contractor-held records, regardless of physical format and
as identified in task orders, shall be managed by the Contractor in
accordance with Title 36 of the Code of Federal Regulations, Chapter
XIIB, Records Management and NASA Policy Directive (NPD) 1440.6, NASA
Records Management Program. The Contractor shall maintain records
appropriately and administer the disposition of records and non-records
in accordance with NPG 1441.1, NASA Records Retention Schedules, which
has been approved by the CO and the National Archives and Records
Administration. The Contractor shall provide details concerning on-site
personnel per DRD-10 (Reports, Onsite Contractor - Headcount).

## Work Authorizations

The CO authorizes work via Task Orders. In addition to requirements
identified in the SOW, Task Orders will specify requirements, indicate
schedules and identify required quality levels.

## Facility Management 

The Contractor shall be the alternate facility manager of Building 46.
This requires performing electrical management, initiating and tracking
implementation of facility requests, performing safety inspections, and
coordinating installation and removal of systems. While performing
facility management functions, the contractor shall adhere to the Center
Operations Directorate (COD) Facility Manager Handbook and the Roles of
a Facility Manager located in Attachment J-3, Technical Library. For
other facilities where the contractor has responsibility for equipment,
but is not the facility manager, the contractor shall comply with safety
and facility rules, restrictions and guidelines.

## Facility Layout Drawings

The Contractor shall conduct weekly inspections of Building 46 to
determine modifications to the layout of the facility. Modifications
observed during the weekly inspections shall be compiled and documented
in both the electronic and hard copy facility drawings. Facility Layout
Drawings shall be provided and maintained by the contractor as specified
in DRD-18 (Facility Layout Drawings).

## Electrical Management

The Contractor shall perform installation of new circuits for computer
systems as required to accomplish the work defined in the Task Orders.
The Contractor shall coordinate and schedule higher voltage (480 volts
and above) circuitry work with the JSC COD Facility Engineering
Electrical Branch. Coordination and scheduling activities shall include
initiating and tracking facility modification requests for electrical
work. Prior to installation or removal of server systems or network
devices, the Contractor shall perform power resource analysis to assure
proper electrical power balancing across power distribution units,
uninterruptible power supplies, and the overall grid system for building
46. The contractor shall also provide power distribution drawings per
DRD JETS-18, Facility Layout Drawings. When requested by the COTR the
Contractor shall perform and record preventive maintenance (PM) on power
distribution units, power panels, alarm systems, as well as all security
and safety lighting and cameras within the computer systems facility in
Building 46.

Also when requested by the COTR, PM shall be performed as recommended by
the equipment manufacturer or vendor.\" The documentation of PM shall be
on a format chosen by the contractor and submitted electronically to the
CO and COTR on a monthly basis in the contractor status report (DRD-07).
The Contractor shall also inspect and coordinate PM for air handlers and
Uninterruptible Power Supply (UPS) systems in Building 46.

## Installation and Removal 

The Contractor shall coordinate the installation and removal of systems
and equipment. Removal shall include deletion of all sensitive data.
Installation and removal activities require coordination with the COD
Facility Engineering Electrical Branch, the property custodian and
Organizational Computer Security Manager (OCSM). Coordination is also
required with system administrators to assure compliance with the Server
Operations Management Plan (SOMP), including NASA tagging of equipment
and cables, logistics of delivery, placement, or removal of equipment.
The Contractor shall coordinate and expedite all under floor work,
including excess cable removal. In addition, the Contractor shall be
responsible for initiating, tracking, and expediting facility work,
including work performed by JETS, by COD or other parties.

## Property Management

The contractor shall provide a Physical Inventory Plan (DRD-19) to
describe the method of administering Government property. The contractor
shall conduct inventories for the government property identified in
Attachments J-8 and J-10. The contractor shall serve as property
custodian for the Installation Accountable Government Property
identified in Attachment J-10.

## 3.7 JETS Metrics {#jets-metrics .unnumbered}

The Contractor shall calculate and report, metrics in accordance with
DRD-03 (Metrics Reports). Prior to the beginning of the Government
Fiscal Year (FY), the Contractor shall recommend for CO approval any
changes to metrics to be tracked and reported during the upcoming FY.
The government will evaluate the Contractor's performance in accordance
with the following table:

+------------+----------+----------+----------+---------+---+----------+
| **Per      | **Ba     | *        | **Option | *       | * |          |
| formance** | seline** | *Basic** | 1**      | *Option | * |          |
|            |          |          |          | 2**     | O |          |
| **         |          |          |          |         | p |          |
| Standard** |          |          |          |         | t |          |
|            |          |          |          |         | i |          |
|            |          |          |          |         | o |          |
|            |          |          |          |         | n |          |
|            |          |          |          |         | 3 |          |
|            |          |          |          |         | * |          |
|            |          |          |          |         | * |          |
+------------+----------+----------+----------+---------+---+----------+
| Systems    | Minimum  | Co       | Co       |         |   |          |
| Adm        | of 13    | ntractor | ntractor |         |   |          |
| inistrator | servers  | to       | to       |         |   |          |
|            |          | propose. | propose. |         |   |          |
| Pr         |          |          | Co       |         |   |          |
| oductivity |          |          | ntractor |         |   |          |
|            |          |          | shall    |         |   |          |
|            |          |          | work to  |         |   |          |
|            |          |          | increase |         |   |          |
|            |          |          | effi     |         |   |          |
|            |          |          | ciencies |         |   |          |
|            |          |          | during   |         |   |          |
|            |          |          | the      |         |   |          |
|            |          |          | course   |         |   |          |
|            |          |          | of       |         |   |          |
|            |          |          | contract |         |   |          |
|            |          |          | perf     |         |   |          |
|            |          |          | ormance. |         |   |          |
+------------+----------+----------+----------+---------+---+----------+
| System     | Per J-7  | Co       | Co       |         |   |          |
| Av         |          | ntractor | ntractor |         |   |          |
| ailability |          | to       | to       |         |   |          |
|            |          | propose. | propose. |         |   |          |
|            |          |          | Co       |         |   |          |
|            |          |          | ntractor |         |   |          |
|            |          |          | shall    |         |   |          |
|            |          |          | work to  |         |   |          |
|            |          |          | increase |         |   |          |
|            |          |          | effi     |         |   |          |
|            |          |          | ciencies |         |   |          |
|            |          |          | during   |         |   |          |
|            |          |          | the      |         |   |          |
|            |          |          | course   |         |   |          |
|            |          |          | of       |         |   |          |
|            |          |          | contract |         |   |          |
|            |          |          | perf     |         |   |          |
|            |          |          | ormance. |         |   |          |
+------------+----------+----------+----------+---------+---+----------+
| \*         | Minimum  | Minimum  | Minimum  | Minimum |   | Minimum  |
| \*Customer | score of | score of | score of | score   |   | score of |
|            | 4 out of | 4 out of | 4 out of | of 4    |   | 4 out of |
| Sa         | 5.       | 5.       | 5        | out of  |   | 5.       |
| tisfaction |          |          |          | 5.      |   |          |
+------------+----------+----------+----------+---------+---+----------+
| License    | 100%on   | 100% on  | 100% on  | 100% on |   | 100% on  |
| Renewals   | time     | time     | time     | time    |   | time     |
| and        |          |          |          |         |   |          |
| M          |          |          |          |         |   |          |
| aintenance |          |          |          |         |   |          |
| Agreements |          |          |          |         |   |          |
+------------+----------+----------+----------+---------+---+----------+

\*\*Customer Satisfaction scores are as listed in DRD-03 (Metrics
Report).

## General Systems Management

The Systems Management functions shall be performed so that they do not
disrupt system availability, with the exception of scheduled outages.

## Infrastructure Development

Upon request, the Contractor shall provide infrastructure development
support.

1.  **Systems Infrastructure Development**

The government may request System or technology/infrastructure proposals
or the Contractor shall assess the state of technology and the Center's
requirements and infrastructure, and propose new or upgraded technology
and service concepts for the Government's consideration. These proposed
concepts may be driven by one or more of the following reasons:

-   New customer requirements

-   Upgrades to other systems that affect the primary systems'
    functional capabilities

-   New product capabilities

-   Complying with security or safety requirements

-   Conforming to current standards and formats

-   Reducing operating costs

-   System enhancements to produce higher quality products

-   System components become obsolete or non-repairable

Upon request, the Contractor shall provide system development support
which may include the development and integration of software and
hardware components in accordance with the JETS Project Lifecycle
Guidelines in order to create a system that meets the government's
requirements.

The Contractor shall perform integration analyses and make
recommendations to the Government regarding technology selection and
implementation alternatives to ensure the compatibility of developed
systems with applicable JSC and NASA standards for software, IT
security, and hardware,. The Contractor shall diagnose and resolve
application connectivity issues, and perform loading assessments as
required to identify potential performance bottlenecks to ensure
specified functionality and availability.

1.  **Storage Infrastructure Development**

The government may request Storage technology/infrastructure proposals
or the Contractor shall assess the state of technology and the Center's
requirements and infrastructure, and propose new or upgraded technology
and service concepts for the Government's consideration. These proposed
concepts may be driven by one or more of the following reasons:

• New customer requirements

• Upgrades that affect the primary storage functional capabilities

• New product capabilities

• Complying with security or safety requirements

• Conforming to current standards and formats

• Reducing operating costs

• Storage enhancements to produce higher quality products

• Storage hardware components become obsolete or non-repairable

• Storage software components become obsolete or un-supported

Upon request, the Contractor shall provide storage development support
which may include the development and integration of software and
hardware components in accordance with the JETS Project Lifecycle
Guidelines in order to create a system that meets the government's
requirements.

The Contractor shall perform integration analyses and make
recommendations to the Government regarding technology selection and
implementation alternatives to ensure the compatibility with applicable
JSC and NASA standards for software, IT security, and hardware. The
Contractor shall diagnose and resolve connectivity issues, and perform
loading assessments as required to identify potential performance
bottlenecks to ensure specified functionality and availability.

## Administration 

The Contractor shall operate and provide administration for systems,
including centrally managed and allocated storage systems. This activity
shall be performed for JETS systems identified in the Government
provided IT Inventory Database. The system list is located in Attachment
J-7 of the contract. During the term of the contract, the number and
type of systems the Contractor shall support may change. The Contractor
shall document these changes in the IT Inventory Database. The
Contractor shall ensure additions and deletions are posted to the IT
Inventory Database within 7 calendar days from the change.

**4.2.1 Systems Administration**

System administration includes functions such as identification (ID)
administration, folder setup, data transmission among systems,
monitoring, creation and deletion of network printer queues, system
backups, virus scans, problem identification and resolution, and
technology upgrades. All system administration processes and procedures
shall adhere to NASA and JSC policies and procedures as outlined in the
SOMP. The Contractor shall ensure that system administration services
are provided within the guidelines specified in the SOMP.

The Contractor shall coordinate system administration schedules with the
Government. In addition, the Contractor shall provide online system
status for all systems managed under this contract. The Contractor shall
provide full administrator or root level access to the Government or
authorized contractors for all systems managed under this contract as
approved by the CO.

In addition to any other requirements of this contract, all individuals
who perform tasks as a system administrator or have authority to perform
tasks normally performed by a system administrator shall be required to
demonstrate knowledge appropriate for those tasks. This demonstration,
referred to as the NASA System Administrator Security Certification, is
a NASA funded two-tier assessment to verify that system administrators
are able to:

-   Demonstrate knowledge in system administration for the operating
    systems for which they have responsibility.

-   Demonstrate knowledge in the understanding and application of
    Network and Internet Security.

Certification is granted upon achieving a score above the certification
level on both an Operating System test and the Network and Internet
Security Test. The Certification earned under this process will be valid
for three years. The NASA Chief Information Officer (CIO) has
established the criteria for this skills assessment. The objectives and
procedures for this certification can be obtained by contacting the IT
Security Awareness and Training Center at (216) 433-2063.

An individual who is only managing his own workstation is not required
to obtain a System Administrator Certification.

System Administrators shall also comply with personnel security
investigations requirements as specified in JPG 2810.1. The Contractor's
system administrators shall acquire IT security training in accordance
with the JSC Policy Directive (JPG) 2810.1, JSC IT Security Handbook.

**4.2.2 Storage Administration**

The Contractor shall be responsible for the administration and operation
of IRD managed and allocated storage systems.

The individual components of Storage include such items as storage
arrays, tape backup systems, virtual tape libraries, master backup
servers, media servers, fiber channel switches, related cables, backup
tapes, and the Storage management software as baselined in IRD Inventory
database.

The Contractor shall be responsible for provisioning storage
allocations. The Contractor shall coordinate storage activities with
other Contractors as required. The Contractor shall be responsible for
data migrations between storage allocations.

The Contractor shall manage zoning on Storage fabrics to maintain the
network traffic isolation between Storage resources and their related
end user systems.

In addition, the Contractor shall maintain the configuration-managed
architecture diagram of the Storage, as well as the
configuration-managed document listing the hardware model numbers and
serial numbers of all Storage components. This also includes the
installation procedures, applicable software license codes, reboot
procedures, backup procedures, restore procedures, and the procedures to
open maintenance trouble calls.

The Contractor shall follow the IRD Configuration Management (CM)
Project Management process to make any approved changes to the baseline
architecture. The Contractor shall submit a Change Request (CR) to
reflect the changes.

The Contractor shall collect and report Storage performance data for
trend analysis, provide on-line summaries, and submit reports to the
Government.

The Contractor shall backup and restore the systems and servers as
defined in the IRD Inventory database per the Server Operations
Management Plan (SOMP), JSC 29638.

The Contractor shall adhere to the standard IRD practices and procedures
as outlined in SOMP of the SOCCB.

The Contractor shall also be responsible for meeting the requirements of
the I/T Security Plans, related to Storage.

The Contractor shall maintain a physical inventory of the backup tapes,
cleaning cartridges, related cables, switches, and Host Bus Adapters
(HBAs) for the Storage. The Contractor shall purchase materials as
directed by the Government.

The Contractor shall coordinate storage support activities with the
Government. The Contractor shall provide full administrator or root
level access to the Government or authorized contractors for all storage
managed under this contract as approved by the Contracting Officer (CO).

In addition to any other requirements of this contract, all individuals
who perform tasks as Storage Administrator or have authority to perform
tasks normally performed by a Storage Administrator shall be required to
demonstrate knowledge appropriate for those tasks.

Storage Administrators shall also comply with personnel security
investigations requirements as specified in JPG 2810.1 The Contractor's
Storage Administrators shall acquire IT security training in accordance
with the JSC Policy Directive (JPG) 2810.1, JSC IT Security Handbook.

## Sustaining Engineering 

The Contractor shall provide sustaining engineering for all systems
managed under this contract in accordance with applicable NASA and JSC
policies in Attachment J-11. For hardware systems and stand-alone
equipment, sustaining engineering shall include preventive maintenance
and repair, ordering of replacement parts and spares, and system
software and firmware updates and patches in order to maintain
acceptable availability metrics as specified in the IT Inventory
Database. The Contractor shall coordinate outages with affected
customers. Changes to all systems managed under this contract shall be
documented in the IT Inventory Database and in accordance with the SOMP,
unless exempted by the CO.

**4.3.1 Systems Sustaining Engineering**

The Contractor shall provide support for system software, patch, and
firmware updates. The Contractor shall also be responsible for
validating and implementing updates as they become available.

**4.3.2 Storage Sustaining Engineering**

The Contractor shall monitor the performance of the storage components.
The Contractor shall provide support for backup/restore software,
nearline software, storage management software, and server utilization
software. The Contractor shall also be responsible for implementing
software updates as they become available.

## Systems Problem Resolution

The Contractor shall perform and report problem resolution in accordance
with JSC corrective action procedure System Level Procedure (SLP) 4.14.
The Contractor shall track, resolve, and report on anomalies associated
with systems, products, and services.

**4.3.4 Storage Problem Resolution**

The Contractor shall perform and report problem resolution in accordance
with JSC corrective action procedure System Level Procedure (SLP) 4.14.
The Contractor shall track, resolve, and report on anomalies associated
with systems, products, and services.

## 4.3.5 Maintenance Agreements and License Renewal {#maintenance-agreements-and-license-renewal-1 .unnumbered}

The Contractor shall be responsible for hardware and software
maintenance, including hardware warranty tracking and software license
tracking and renewal, for the systems specified in this contract. The
Contractor shall also negotiate and establish maintenance agreements and
software license renewals with the vendors and report status of this
activity per DRD-07 (Contractor Status Report). The Contractor shall
submit a Maintenance Agreement and License Renew Plan for items listed
in Attachments J-8 and J-9 per the Management Plan (DRD-01). This
activity shall be performed for items identified in a government
provided database. The list of hardware and software to be maintained is
located in Attachments J-8 and J-9. Additional hardware and software may
be added and deleted during the term of the contract. The Contractor
shall ensure additions and deletions are posted to a government provided
database within 7 calendar days from the change.

**4.4 Network Performance Monitoring**

The Contractor shall provide the capability to monitor JSC networks.
Network monitoring tools shall be used to troubleshoot and provide
performance and trend analysis for traffic shaping and network
architecture definition.

## Network and Security Services

Network and security services are important elements in the overall
proper functioning of the JSC institutional networks. The contractor
shall provide network monitoring, technical assessments and
implementations of new security-related products, firewall operations
(including operation of network-based remote access capabilities),
security incident response, and support for the JSC Public Key
Infrastructure.

## Network Security Monitoring

The Contractor shall provide the capability to monitor JSC networks for
network security. Network monitoring tools shall be used to
troubleshoot, augment intrusion detection, and provide analysis.

## Network Security Operations

The Contractor shall manage security related requests from various
sources. The Contractor shall provide technical expertise to the Network
Access Control Board (NACB) as required, implement approved firewall and
networking solutions, network security capabilities, and respond to
those requests for firewall and other IT security services by providing
consultation and direct technical assistance to assist customers with
the development of requirements for secure firewall and networking
solutions.

The Contractor shall provide additional services including periodic
technical assessments, security testing of computer systems, and updates
for JSC Computer Security Plans.

The Contractor shall maintain and operate the Network Intrusion
Detection System, including product administration, network traffic
collection and analysis of network traffic.

##  Firewall Operations 

The Contractor shall provide firewall rule set administration and
perform configuration management of the JSC Firewall Systems per
document JSC 29173, draft Appendix A. The Contractor shall provide
analysis of system and firewall logs, and shall maintain and enhance the
performance and functionality of the firewall.

##  Incident Response

The Contractor shall provide technical services for handling
security-related incidents, including identifying network attacks
(denial of service, viruses, worms, etc.), identifying and analyzing
cases of misuse of IT resources, taking the steps necessary to secure
JSC computing resources as required, and providing 24 hour on-call
response to computer security incidents and notification of appropriate
personnel. Response time shall be within 1 hour of notification to begin
assessment of any Information Technology (IT) security incident. A
response to one incident will suffice as a response for all incidents
arising out of the same root cause. For example, if a computer virus
affects 1,000 users at the Center, the Contractor would respond to the
first notification of the incident, and all subsequent notifications
would be filed under the same incident. The Contractor shall also
provide analysis of security incidents relating to incorrectly
configured systems and work with system owners to properly reconfigure
these systems. The Contractor shall enter all security issues, problems,
and resolutions in an IT Security Investigations database (J-3).

##  Public Key Infrastructure

The Contractor shall provide services on existing and emerging
technologies as they relate to maintaining the technical capability of
the NASA Public Key Infrastructure (PKI). The Contractor shall build and
test PKI software installation packages for the supported PKI client
software; analyze and diagnose problems, administer and operate JSC's
PKI profile server system, develop, enhance, and maintain JSC PKI.

## 6.0 Technical Assistance {#technical-assistance .unnumbered}

The Contractor shall provide data entry, technical and meeting services.

## 6.1 Data Entry {#data-entry .unnumbered}

The Contractor shall provide data entry and verification services (e.g.
data entry into government supplied formats, databases and systems).

## 6.2 Technical Services {#technical-services .unnumbered}

The Contractor shall provide technical services (e.g. Organizational
Computer Security Representative (OCSR) support, IT process support, IT
planning and data support, and general IT support).

## 6.3 Meeting Services  {#meeting-services .unnumbered}

The Contractor shall provide Meeting Services (e.g. electronic and paper
distribution of meeting agendas and minutes, tracking action items,
scheduling meetings, facilities and telecommunications services, and
clearing meeting visitors).

**\[End of Section\]**