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GSA Technology Operations (GTO). Pre-Proposal Conference February 10, 2012. Welcome Diane Herdt GTO Project Manager. Agenda. Overview Casey Coleman Chief Information Officer Acquisition Strategy Lydia Dawson GTO Contracting Officer Applied Solutions Teresa Curtis, Chief of Staff

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gsa technology operations gto

GSA Technology Operations (GTO)

Pre-Proposal ConferenceFebruary 10, 2012

  • Overview Casey Coleman

Chief Information Officer

  • Acquisition Strategy Lydia Dawson

GTO Contracting Officer

  • Applied Solutions Teresa Curtis, Chief of Staff
  • Service Desk Paul Farrance, Director
  • Local Support Paul Houston

NCR IT Manager

  • Break 10 minutes
  • Network Operations Chris McFerren, Director
  • Mobile Workforce Jim Leverso, Director
  • PBS Data Center Michael McLaughlin

Acting PBS CTO

  • PBS Regional Michael McLaughlinApplication Servers Acting PBS CTO

PBS Smart Buildings Cameron Schow

Project Manager

  • Questions & Answers All
  • Contractor Networking Rooms 201-203 are

available until 1:30pm

  • Exceptional Level of Interest by Industry
  • GTO plays a major role in our vision of the future
    • Integral part of 3 of our top 6 priorities
  • Seeking innovative, effective and efficient win-win solutions
  • Encourage open dialog

Our customers recognize us as integral partners in achieving their business goals as a result of the IT consulting role that we play and the lifecycle solutions support we provide.

The customer will achieve new levels of productivity through a customized IT tool portfolio that they choose and that we support with a hybrid model of self service and Agency support.

Across GSA, the IT components will be known for how they collaboratively work together to deliver enterprise solutions in technology, portfolio management and information management.

GSA technology will be recognized throughout civilian government as modern, supported by secure and reliable systems, and as an organization focused on innovative uses of leading technology to achieve Agency goals.

Our employees will have fulfilling careers with opportunities for growth across the GSA IT community.

  • Ethics and integrity
  • Accountability
  • Empowerment – de-centralized decision making
  • P.O.E.T. awareness
    • political, operational, economic, and technical
values continued

Challenge authority (open discussion but then get on board with the decision)

Win – win

Celebrate and recognize success

Do routine things routinely

Continuous learning

environmental influences
Environmental Influences
  • Changes at OMB
    • New Federal CIO
  • Administrator’s New Focus
    • More for Mission
  • Organizational Realignment
    • Adjust
    • Respond
priorities top 6
PrioritiesTop 6
  • Presidential Transition (PTT)
  • Move Back to 18th and F
  • GTO
    • award and transition
  • Enterprise Deployment of SalesForce
  • IRB
    • maturity of government process, team body process
  • Organizational Design
    • Update GSA Order and Functional Statement, update PD, fill vacancies
gto acquisition strategy rfq648629
GTO Acquisition Strategy – RFQ648629
  • Single Task Order under Alliant Small Business GWAC
    • Task Order Request (TOR) / Hybrid Performance Work Statement (PWS) & Statement of Objectives (SOO) / Performance Requirements Summary (PRS) / Attachments
  • Duration: One Year Base + Four One-Year Options
  • Performance Based Service Task Order
    • Meaningful Performance Incentives
  • Combination of Firm Fixed Price (FFP) and Labor Hour (LH) CLINs and Other Direct Costs (ODCs)
    • Not To Exceed Ceilings
schedule process rfq648629
Schedule/Process – RFQ648629
  • Three Part Proposal Submission
    • Part 1: Summary Approach (CONOPS) / Team Description / Demonstrated Experience / Certifications
    • Part 2: Technical & Price Proposals [Key Factors: Technical Approach / Management Approach / Past Performance]
    • Part 3: Oral Presentations
evaluation criteria rfq648629
Evaluation Criteria – RFQ648629
  • Part 1:
    • 3 Components
      • Summary Approach (CONOPS) / Team Description
      • Demonstrated Experience
      • Certifications
    • Relatively equal in importance
      • Experience/Certification = CONOPS
    • Not a down select
    • Advisory letters to offerors
evaluation criteria rfq64862916
Evaluation Criteria – RFQ648629
  • Part 2: Technical
    • 3 Evaluation Factors / 7 Subfactors
      • Technical Approach [Key Technical Services/Service Level Agreements & Performance Requirements Summary/Section 508 Compliance/Technical Exceptions & Assumptions]
      • Management Approach [Task Order Management Plan/Staffing Plan/Transition-in Plan]
      • Past Performance [PPIRS/Demonstrated Experience/Survey]
evaluation criteria rfq64862917
Evaluation Criteria – RFQ648629
  • Part 2: Technical, continued
    • Technical Approach is slightly more important than Management Approach  
    • Technical Approach sub-factors listed in descending order of importance (sub-factors 3 & 4 of equal importance)
    • Management Approach sub-factors 1 & 2 are of equal importance and slightly more important than sub-factor 3
    • Past Performance is significantly less important than Technical Approach and Management Approach
evaluation criteria rfq64862918
Evaluation Criteria – RFQ648629
  • Part 2: Price
    • FFP and fully burdened LH, including options
    • Realism and reasonableness
  • Down Select – to oral presentations, if required
    • Most highly qualified
  • Part 3: Oral Presentations
    • Award may be based on written proposals
    • Scenario based – Questions provided in advance - TBD
    • Key personnel/team participate
    • Factor into best value determination
  • Best Value: Non-price factors, when combined, are significantly more important than price
evaluation criteria rfq64862919
Evaluation Criteria – RFQ648629
  • Opportunity for clarifications/discussions as needed during Parts 1 and 2
  • Final Proposal Revisions, as needed
  • Government reserves the right to award without discussions if CO determines award without discussions is in the best interests of the Government
  • Selection based on initial proposals, if award without discussions, or final proposal
proposal submission evaluation rfq648629
Proposal Submission & Evaluation – RFQ648629
  • Final TOR / PWS / PRS / Attachments: Feb 17, 2012
  • Part 1 Proposals: Mar 9, 2012
    • Letters to Offerors: Apr 5, 2012
  • Part 2 Proposals: May 9, 2012
    • Letters to Offerors: Jun 21, 2012
  • Part 3 Orals: Jun 28, 2012
  • Projected Award: Aug 30, 2012
transition rfq648629
Transition – RFQ648629
  • Transition In
    • Onboarding
      • Incumbent Transition Plan
      • Current Service Baseline
      • Transition In Plan
    • Stabilization
      • Incumbent exits
    • Transformation
  • 60 – 120 Days
administration rfq648629
Administration – RFQ648629
  • GSA Contracting Officer & GSA Program Manager
  • Contracting Officer’s Representative (CORs)
  • Contracting Officer’s Technical Representatives (COTRs)
  • Performance Review Process - TBD
    • PMO/Oversight task order
    • Performance measured periodically
    • Measured against PWS performance requirements
    • Negotiated SLAs
applied solutions division
Applied Solutions Division

Service Offerings:

    a) Client/User Services

    b) Directory Management Services

    c) Server Services

    d) Enterprise IT Service Help Desk

    e) Mobile Devices

client user services
Client/User Services
  • Image Management
  • Patch Management
  • Portable Device Visibility (Shared with Mobile team)
  • Power Management
  • Software Management
  • Group Policy Control
  • Specialty Tech Support / Solutions Engineering
  • Enterprise User Environment Management (OU Structure)
  • PIV Card Software Support
  • Symantec Endpoint Encryption (SEE)
  • Enterprise Licensing
  • Application Interoperability
  • Security Compliance
  • USGCB Compliance
directory management services
Directory Management Services
  • Active Directory Management
    • Lightweight services
  • Identity Management
  • Access Control
  • Federation Services
    • Single Sign-On 
    • Multifactor Authentication 
  • Hard Disk Encryption (SEE)
  • Password Management
  • Security Management
    • Audit Control, Logging, Analysis
    • Continuous Monitoring
enterprise server services
Enterprise Server Services

Full lifecycle enterprise services: (Server, Storage Appliance, Infrastructure)

• Architect / Design

• Lab for proof of concept

• Project Management

• Build, Configure, and Provision

• Operate, Maintain, and Manage

• Server security monitoring and vulnerability remediation

• Data backup and recovery, including volume mirroring and tape archiving

• Disaster recovery

• Enterprise Virtualization

• Server

• Storage

• Virtual Desktop Hosting

• Thin Client and Application Hosting

• Web Hosting

• Maintenance of hardware warranties and vendor support

• Tracking developments in commercial services for implementation (eg.


enterprise it service help desk
Enterprise IT Service Help Desk
  • Incident Management
  • Request Fulfillment
  • Asset Management
  • Network Monitoring
  • IT Client Manager
  • Remote Technologies
mobile devices
Mobile Devices
  • Mobile Device Management (Blackberry/Smart Phones)
  • Blackberry Service Management 
  • Monitoring
  • 508 Compliance Testing
  • Security & Device Patching
  • Mobile Application Management
  • GSA App Store Management (Android Market/Apple)
  • Application Integration Testing
  • Encryption
  • User Guides/Documentation
applied solutions division30
Applied Solutions Division

Major Projects:

  • Workstation Platform to Windows 7
  • Cloud Storage
  • Server Platform to Windows 2008
  • Data Center Consolidation (FDCCI)
  • Virtualization (Server/Desktop)
  • Enterprise IT Management Platform SaaS Migration
  • IPv6 Compliance
  • Washington Metro Area Consolidation to 1800 F Street
  • Multifactor Authentication
  • Simpler Sign-On
gto service desk what s coming
GTO Service Desk – What’s coming
  • The other Included Service Desks
  • Cradle to Grave (and current VIP Service);
  • Emphasis on Teleworking;
  • Desire for Self Help;
  • Business Analytics in Communication;
  • Identifying and training groups;
  • The New other entities that are planning to use the Service Desk function and toolsets, like FAS and PBS groups that will do something similar to current CFO helpdesk
  • Conversion to  Service Desk in the cloud.
  • Face to the customer
  • Provide onsite hands-on support to:
    • United States
      • Two FAS Depots (Burlington and Sharpe)
    • Asia
    • Europe
  • Partnership between Government and Contract staff with clear delineations of roles and responsibilities
government roles and responsibilities
Government roles and responsibilities
  • IT Manager
    • Liaison between business lines and OCIO
    • COTR
  • Information Systems Security Officer (ISSO)
  • Designated Agency Representative (DAR)
  • Procurement (micro-purchaser)
  • Project Manager/s
  • Asset Manager
contractor roles and responsibilities
Contractor roles and responsibilities
  • Incident and change order ownership from cradle to grave (ITIL best practices)
    • No passing the baton
  • Responsible for full life cycle management of GSA IT resources
  • On the ground technical support for users across GSA
  • New user provisioning (computer & peripherals, phone (VoIP & smart) – cradle to grave with ownership and customer intimacy
  • Conference room support (VTC and A/V)
  • Support special events (offsite conferences)
  • Support for 3 year refresh cycle
  • Support for moves, adds, and changes (MACS) – from single request to large scale
networking and communications support
Networking and Communications Support
  • GSA’s voice, video and data network infrastructure is crucial to the agency achieving business and performance goals and meeting the escalating expectationsof business customers and staff for secure, robust and reliable access to services and applications.
  • The contractor shall operate, maintain and transform GSA’s voice, video and data network infrastructure by providing full engineering lifecycle support with the following in mind:
    • The “AS-IS” will NOT be the “TO-BE” – we expect TRANSFORMATION and GROWTH
    • Staff for Operations and Maintenance (O&M) AND Development, Modernization and Enhancement (DM&E) – we must avoid resource contention
    • Adjust resources to accommodate additional work and accelerated schedules – we need to be agile in response to change
    • Key Performance Indicators must be Meaningful and Measurable – we need to be customer-focused and accountable
network technologies minh phan
Network Technologies (Minh Phan)

Network Overview

  • Local Area Network
    • layer 2 and 3
    • wireless
    • Network Access Control
  • Wide Area Network
    • growth and technology evolution
    • resiliency and redundancy
    • converged network
  • Network Security
    • TIC compliant by end of FY12
    • DNSSEC compliant
network technologies cont d
Network Technologies (cont’d)


  • New Enterprise Infrastructure Operations Center subsumes current Network Operations Center – proactive monitoring/toolset
  • Will interface with third-party Security Operations Center under MTIPS
  • IPv6 support and compliant
  • Circuit Provisioning - requirements development, order tracking, billing management, vendor escalation
  • Facilities Management Support -- provide guidance and standards to Regions (TDDG)


  • Local area network cabling
  • Touch support for network and security equipment
voice technologies paul powell
Voice Technologies (Paul Powell)


  • Engineering lifecycle support for infrastructure hardware/software/systems (e.g., call managers, advanced call features, voicemail services to include traditional PSTN, PBX and IP-based systems).
  • Solutions integration support (e.g., Agilquest, flexible UC infrastructure to stay ahead of, or meet changing business requirements)
  • Enterprisewide/systemwide diagnosis and repair support and optimization
  • Collaboration - support of WebEx hybrid (hosted & managed) infrastructure
  • Commercial Calling Services - Long Distance, Local, Calling Card, Toll Free, ACD, audio/video bridging
  • Wireless - program management, account management, usage reporting
  • Call Centers - engineering lifecycle support for Avaya and Cisco implementations
  • E-911, Call Accounting, Traffic engineering (PRI and SIP)


  • VoIP - touch support for deskphones or softphones
  • Collaboration - end user support
  • Wireless - ordering of or touch support for devices
video technologies randy gray
Video Technologies (Randy Gray)


  • Engineering lifecycle support to the video (telepresence) infrastructure (GFE - enterprise management application tools provided)
  • Real-time monitoring of enterprise video network performance and issues (infrastructure and endpoints)
  • Provide remote troubleshooting support for infrastructure and tier 2 remote endpoint support. Coordinate service calls with vendors for break/fix repair of video infrastructure.
  • Video Operations - Scheduling of video resources, conference monitoring and control, monitor hotline from Service Desk for live conference issue resolution.
  • Video Streaming engineering and support - live streaming, recording and support for on-demand video content, IPTV and video content delivery platforms including digital signage


  • Endpoint Video Support – conference room site survey, requirements analyses, installation, touch support of end user issues, tier 1 troubleshooting.
  • Coordination of endpoint break/fix service calls
mobile workforce staff technology and transport support for telework
Mobile Workforce StaffTechnology and Transport Support for Telework
  • VPN Team
    • Currently a Checkpoint IPSec infrastructure
    • Approx 10,000 users on GFE computers + up to 4000 users on tablet computers via Checkpoint tablet SSL solution
    • Looking at making a strategic move from Checkpoint to other VPN solutions including Citrix Netscaler SSL or Cisco
  • Citrix Team
    • Currently supporting 130 applications on 150+ VM servers on 45 physical boxes in 14 geographic locations on Windows 2003/Xenapps 5.x
    • Migrating to Windows 2008/Xenapp 6.5
    • Implementing a Citrix Netscaler end point solution to support tablets, workstations (GFE & non-GFE) and SSL VPN
enterprise service center esc
Enterprise Service Center (ESC)
  • Overview
    • Hosts and manages the PBS National Applications (65) and hosts systems for OGC, OGP and other divisions/agencies.
    • Located in Chantilly Virginia & Region 6 Data Center
    • Current KPI 99.5% Up-Time for all applications
    • Hosting & Facility Support (Power, Space, Network, Facility Systems)
    • Hardware & Operating System Support (Windows, Unix, Linux)
    • Database (Oracle, MS SQL Server) Support
    • Security Operations, DR/COOP
    • Storage, Backups. Site to Site Replication
    • Application Support (COTS, GOTS and custom developed)
enterprise service center esc47
Enterprise Service Center (ESC)
  • Facility Systems Overview
    • 4 Liebert Deluxe System3 CRAC units with 10 Ton Roof units
    • Advanced Power Metering
    • Twin 1 Megawatt Generators/ 2 Eaton UPS / 4 PDUs
    • FM200 waterless suppression system on raised floor space
    • Maxxus Access System Using Controlled Proximity Cards
  • IT Systems Overview both Chantilly & KC
    • EMC M9000 – UNIX virtualization platform (approx. 75 servers)
    • Egenera – Windows & Linux virtualization (approx. 126 servers)
    • Connected to GSA WAN via MPLS through CO and NCR
    • F5 Big IP appliances for load balancing
    • DMX4 SAN
    • ADIC Tape Library
pbs regional application support
PBS Regional Application Support
  • Overview
    • Operates and maintains PBS Internal Cloud infrastructure supporting over 400 minor applications and 5 national applications
    • Hardware (NetApp, Dell Servers) & OS Support (Windows)
    • Database Support (MS SQL, Oracle, MySQL)
    • Web Support (IIS, Apache, Oracle AS)
    • Physical footprint in 8 ROB’s and ESC
    • Security, Patching, and Backup Services
    • Disaster Recovery ( VMware SRM)
    • 24 x 7 monitoring of Applications and Systems
    • Solutions Engineering Support for new applications
    • Research & Development for new IT Technologies
pbs regional application support50
PBS Regional Application Support
  • Building Automation Support
    • Professional Services to integrate Energy Management Software onto GSA Servers
  • Sharepoint Administration
  • APC ISX Central
  • Cisco Digital Signage
  • IT Systems Overview
    • VMWare Technology (vMotion, HA, DRS, VMFS, etc.)
    • NetApp 3140s and 6080s
    • Dell R710s, 2950s ,T310s
pbs national help desk
PBS National Help Desk
  • Tier 1/Tier 2 Support for 65 National Applications
    • Create new PBS portal accounts as well as manage access
    • Manage PBS portal accounts and deletions as necessary
    • Serve as a liaison between PBS customers and the ESC
    • Troubleshoot PBS Portal Applications including reporting outages to ESC, ITSD, and the PBS user community
    • Liaison between Application Owners and Project Managers and the IT Service Desk in terms of Unicenter tickets, reports, and workflow
    • PBS National Applications HelpDesk administrates some applications on the portal as far as approvals and account permissions
smart buildings background
Smart Buildings - Background
















smart buildings scope for gto
Smart Buildings – Scope for GTO

What’s Covered

  • Hardware infrastructure support
    • Switches
    • Routers
    • Servers
    • Cabling
    • Building Automation Control Workstations
  • Server patches
  • Setup support
  • Knowledgeable support

What’s Not

  • Application support
  • Building system support
    • Lighting controls
    • Building automation
    • Advanced metering
smart buildings short term status
Smart Buildings – Short Term Status
  • Today
    • 300 advanced networked advanced meters
    • 100 system support servers
  • 12-18 Months
    • Up to 200 system support servers