a. Transition Responsibilities:
(1) Assist customers/claimants preparing for
transition to NMCI.
(2) Complete “as-is” transition template.
(3) Represent the customer in contractor/customer
interactions.
(4) Review technical documentation of legacy
application migration to assess application’s ability to meet claimant
operational requirements; coordinate discussions with RCOR/contractor.
(5) Provide technical/contracts assistance to
customers/claimants involved in renegotiating existing IT contracts,
including any impacts on NMCI Integrated Master Schedule (IMS)
reviews.
(6) Support RCOR in drafting Statements of Work
(SOW) for task orders.
b. SLA Responsibilities:
(1) Provide support to RCOR by
interpreting/representing customer/claimants in contract discussions;
provide work completion validation to RCOR/STAT.
(2) Provide input to RCOR for preparation of final
report on contractor performance for applicable task order in
accordance with procedures prescribed by RCOR.
(3) Ensure SLA management and acceptance by
providing customer/claimant representation in any discussions
regarding SLA clarification/definition and support processes.
(4) Review SLA.
(a) Initiate and sustain periodic review process
for work performed in support of customer/claimant.
(b) Review/validate SLA reports for work
completion/ quality of service. Provide customer/claimant input in
support of incentive/credit process.
(c) Assess existing SLA strategy for impact to the
quality of service and compatibility with customer/claimant
operations.
c. Problem Resolution Responsibilities:
(1) Conduct an evaluation process and make
recommendation to RCOR, customer/claimant, or others for resolution.
Facilitate required discussions if help desk is unable to resolve
problem.
(2) Identify and escalate (as applicable) problems
unable to be resolved by CTR and RCOR.
d. Security Responsibilities:
(1) Coordinate with the Information Assurance (IA)
Division Red/Green Team Security Testing.
(2) Receive notice of all Green Team activities.
(3) Conduct site visits or remotely validate
corrective action taken in response to issues identified during
security testing.
(4) Verify corrective action(s) have been taken and
completed to the satisfaction of the customer/claimant in conformance
with the SLAs.
(5) Monitor status and receipt of deliveries of
government furnished Cryptographic Equipment.
e. Ordering/Payment Responsibilities:
(1) Validate the delivery of services to meet
customer/ claimant orders.
(2) Distribute software.
(3) Identify additional software application
requirements by user or target device.
(4) Develop deployment schedule with contractor that
is consistent with customer/claimant operational requirements.
(5) Review and validate SLA report(s)/invoice(s) and
forward to RCOR.
(6) Validate work completed using validation
checklist and forward to RCOR.
f. Seat/Network Responsibilities:
(1) Coordinate site support requirements.
(2) Review proposed plans for consistency with
customer/ claimant operational requirements.
(3) Review proposed IMS for consistency with
customer/ claimant operational requirements.
(4) Deploy and install seats.
(5) Coordinate Kickoff Meeting to assist forming
onsite IT coordination teams.
(6) Assist/provide additional customer/claimant
information for development of installation plans.
(7) Review installation plans to ensure
customer/claimant operational requirements are met.
(8) Coordinate site support requirements as defined
in Solicitation Para 5.6 in support of installation execution.
(9) Coordinate identification of assets to be
assumed by the contractor.
(10) Coordinate documentation of activity plant
property records to reflect transfer to contractor.
(11) Review migration plan to ensure no interruption
of services and consistency with final operational environment.
(12) Approve customer/claimant service requests for
Move/Add/Change (M/A/C)Process. Review M/A/C to validate accuracy of
system migration and updates of the performed M/A/Cs.
(13) Plan/coordinate network outages between
Operations, Command and governance group, customer/claimant and the
contractor.
(14) Report progress status.
(15) Validate and report on completion and quality
of transition to the RCOR and STAT per the timelines.
(16) Recommend acceptance and invoice certification
to the RCOR.
g. Quality Assurance and Trend Analysis:
(1) Ensure that NMCI contractor implements
Department of Defense, Navy, Marine Corps, and MARCORLOGCOM policies
and procedures.
(2) Ensure customer requirements are satisfied
through NMCI services and other IT services.
(3) Monitor and verify terms of the Service Level
Agreements (SLAs) are met in accordance with the NMCI Contract via
quality auditing, quality control, and quality management.
