Information Technology (IT) Services and Support

Questions & Answers / Clarifications

This document provides responses to vendor questions regarding the Request for Information (RFI) for Information Technology (IT) Services and Support. It clarifies aspects of the acquisition strategy, scope of work, performance metrics, and submission requirements.

• Solicitation Timeline: The Government has not established a definitive timeline for the formal solicitation release. Potential offerors must monitor the Government-wide Point of Entry (GPE) for updates.
• Acquisition Approach: The acquisition approach, including set-aside status and contract vehicle, is not finalized and will be determined based on market research, including RFI responses.
• Draft Solicitation/Industry Day: The Government has not yet determined if a draft solicitation will be issued. An industry day or technical interchange meeting is planned for the future, with announcements to be made on the GPE.
• Key Personnel: The PWS identifies 14 Key Personnel positions, and offerors must propose candidates for these roles. Flexibility to propose additional Key Personnel is not anticipated.
• Level of Effort (LOE): The estimated LOE is 163 Full-Time Equivalents (FTEs), and PWS Section 1.4.1's mention of 209 staff is an error. The Government is not providing a breakdown of FTEs by location.
• Transition Period: The 30-day transition period is acknowledged as potentially aggressive, especially given lead times for security clearances and badges. Offerors should reflect these lead times in their proposed plans.
• Performance Metrics: Specific definitions and calculation methodologies for performance metrics will be detailed in the final Quality Assurance Surveillance Plan (QASP) issued with the solicitation. Offerors should base responses on industry standard interpretations.
• Page Limit: The 15-page limit for capabilities statements is inclusive of all content, including appendices, cover pages, and tables of contents, unless otherwise specified in the final solicitation.

This Q&A document provides crucial clarifications that bidders should consider when preparing their responses to the RFI and future proposals. Key areas of clarification include the acquisition timeline, contract structure considerations, staffing levels, and the precise definitions of performance metrics. Offerors are advised to monitor the GPE for further announcements regarding the formal solicitation.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the performance requirements for a Quality Assurance Surveillance Plan (QASP) related to an acquisition. It details the performance objectives, standards, acceptable quality levels, and methods of surveillance for various tasks.

The document breaks down performance requirements into several key areas:

• Staffing (PRS #1): Ensuring adequate staffing levels are met within specified timeframes, with immediate notification for key personnel vacancies and timely submission of replacement resumes.
• Deliverables Quality (PRS #2): Maintaining accuracy and completeness of deliverables, with a requirement for corrections within three business days for any identified errors.
• Schedule Adherence (PRS #3): Meeting on-time delivery targets for deliverables and services.
• Business Relations & Communication (PRS #4): Maintaining positive business relations, customer satisfaction, and timely communication, with specific metrics for responsiveness to concerns and issue resolution.
• Program Reporting (PRS #5): Ensuring timely, accurate, and complete program reporting, including monthly status reports, manpower reports, and procurement calendar maintenance.
• Operations Center Activities (PRS #6): Meeting requirements for ticket auditing, service desk resolution rates, mean time to resolution, and customer satisfaction.
• Desktop Support (PRS #7): Adhering to standards for ticket assignment, customer contact, ticket resolution, and performing annual technical refreshes of desktop equipment.

Each performance objective is tied to specific, measurable standards and acceptable quality levels (AQLs). Examples include:

• 95% of positions filled within 60 calendar days.
• Less than 5% defects in deliverables.
• 95% on-time delivery.
• Acceptable rate of 95% for business relations issues.
• Less than 5% errors in procurement data.
• Acceptable range of 92% for operations center activities.
• Resolving 80% of open tickets per week.

Not explicitly detailed in this document, but implied to be related to acquisition activities and PL ALTESS operations.

• Contractor must provide timely notification of issues and/or items requiring government actions.
• Specific reporting requirements include monthly status reports, manpower reports, biweekly fund execution reports, and quarterly program management reviews.
• A tentative job offer to a prospective employee is dependent upon their ability to pass background investigations and/or possess the appropriate clearance level to work at PL ALTESS (referencing Performance Work Schedule section 3.3).

Surveillance methods include 100% inspection of reports, customer feedback/complaints, periodic inspection of quality control, and random inspection of technical infrastructure management.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) defines the Information Technology (IT) Services and Support (ITSS) requirements for the U.S. Army Product Lead Acquisition, Logistics, and Technology Enterprise Systems and Services (PL ALTESS). The objective is to support the Program Executive Office Enterprise (PEO Enterprise) by providing comprehensive IT services across various functional areas.

The scope includes, but is not limited to:

• IT Service Operations and Delivery
• Service Operations Center Operations
• Customer training
• Full lifecycle IT testing and support
• IT Data Center Operations
• Network and System Administration
• Cybersecurity
• Disaster Recovery/Business Continuity Operations
• Hardware/Software integration and migration
• Requirements definition and management
• Service Level Management (SLM)
• Process design and management
• Business Management
• Application Services and Modernization
• Acquisitions and Procurements
• Command Group support
• Incidental construction

The PoP includes a 12-month base period, a 30-day transition-in period, and four 12-month option periods. The base period is from September 14, 2027, to September 13, 2028.

• The PWS outlines specific tasks and responsibilities for various roles, including Network Administrators, Virtualization Administrators, Storage Administrators, Backup Administrators, Operations Center Administrators, and Cybersecurity personnel.

• Performance will be evaluated against established performance standards and a Quality Assurance Surveillance Plan (QASP) to be drafted by the government.

• Staffing requisitions must be filled within 60 calendar days.

• Security: Requires access to classified documents, studies, reports, and information. Personnel must possess appropriate background investigations and security clearances (Confidential, Secret, Top Secret). US citizenship is required. Cybersecurity workforce must meet DoD 8140 requirements.

• Conflicts of Interest: Prohibits contractors from participating in RFP preparation or contract performance if they assisted in RFP preparation.

• Transition: Requires a detailed Transition-In Plan (within 30 days of award) and a Transition-Out Plan (90 days before PoP end).

• Key Personnel: Requires specific roles such as Program Manager (Senior), Senior UNIX System Engineer, Senior Windows Administrator, Senior Storage Administrator, Senior Citrix Administrator, Network Administrator (Senior), and various Cybersecurity roles.

• Deliverables: Includes Contract Kick-off Meeting Minutes, Transition-In Plan, Monthly Project Activity Reports, Bi-weekly Manpower Status Reports, Fund Execution Reports, Quality Control Plan, Transition-Out Plan, Risk Management Plan, and Quarterly Program Management Reviews.

• Level of Effort: Estimated at 163 Full Time Employees (FTEs).

Request for Information (RFI)

This RFI is issued by Army Contracting Command – Rock Island on behalf of PL ALTESS to gather information from industry regarding capabilities to support potential future IT services and support requirements. ALTESS is an IT managed service provider for the Army. This RFI is for informational purposes only and is not a Request for Proposal (RFP) or solicitation. It does not commit the government to awarding a contract.

• Capabilities Statement: Offerors must submit a comprehensive Capability Statement addressing requirements in the PWS, supported by documentation of organizational capabilities and personnel qualifications.

• Company Information: Name, address, email, website, phone, size, ownership, and DUNS number.

• Subcontracting: Details on anticipated subcontracting or teaming arrangements.

• Specific Responses: Answers to questions regarding past performance, task management, subcontractor management, technical skills, ability to perform at least 50% of tasking, business status (small/large, specific categories), and company profile (employees, revenue, locations).

• DevOps Capabilities: Description of experience with automation and DevOps tools/technologies for managing multiple hosting locations and cybersecurity.

• Contract Flexibility & Labor Rates: Insights into flexible contract types and strategies, and differential labor rates for cloud experience.

• Surge Capacity & Personnel Availability: Approach to providing temporary labor support and maintaining a qualified personnel bench.

• Security Clearance Process: Typical hurdles encountered with government onboarding and security clearance.

• Subcontractor Management: Experience managing subcontractors.

• Place of Performance: Primary location is Radford, Virginia, 24143, with potential staffing at alternative sites CONUS/OCONUS.

• NAICS Code: 541512 with a Small Business Size Standard of $27.5M.

• Special Requirements: Contractor personnel require a minimum interim or final DoD security clearance (Secret Facility Clearance for prime contractor). Subject to Berry Amendment, Clinger-Cohen Act, and Service Contract Act.

• Submission Deadline: March 2, 2026, by 5:00 PM Eastern Standard Time.

• Submission Method: Electronically via email to Nicole Feddersen (corene.n.feddersen.civ@army.mil) and Marisol Trevino (marisol.m.trevino.civ@army.mil).

• Questions Deadline: February 12, 2026, by 5:00 PM Eastern Standard Time.

• Q&A Publication: On or around February 23, 2026.

• Format: Capabilities statements limited to 15 pages, 12-point Arial font, 1-inch margins (1.5-inch left).

• No Phone Calls Accepted.

• No Feedback Provided: No feedback or evaluations will be provided regarding submissions.

• This RFI was amended to remove paragraph 4.1.1.2, 'Facilities,' from the PWS. All other information remains unchanged.

• Responses are voluntary and do not preclude future participation in RFQs, IFBs, or RFPs.

• Potential offerors are responsible for monitoring the Government-Wide Point of Entry (GPE) for additional information.

Other / Unclassified

This document is a Quality Assurance Surveillance Plan (QASP) developed by the government for the Information Technology Services and Support contract. It outlines the government's methods and procedures for ensuring the contractor provides quality services that meet contract terms and specifications. The QASP details how performance standards will be applied, which elements will be surveilled, and the acceptable quality limits (AQLs).

This document is crucial for potential bidders as it defines the government's quality assurance approach. It specifies:

• Scope of Work: Details the key functional areas of IT services to be supported, including IT Service Operations, Service Delivery, IT Testing, Cyber-Security, and more.
• Contract Type: Anticipated to be a Time and Materials (T&M), Indefinite Delivery/Indefinite Quantity (ID/IQ), five-year contract.
• Roles and Responsibilities: Outlines the roles of the Contracting Officer (KO) and Contracting Officer's Representative (COR) in monitoring performance and administering the contract.
• Quality Requirements: Describes the government's evaluation of the contractor's Quality Control Plan (QCP) and its own Quality Assurance (QA) activities.
• Surveillance Methods: Details various methods the government will use to monitor performance, such as 100% Inspection, Random Sampling, Periodic Inspection, and Customer Feedback.
• Performance Requirements Summary (PRS): Lists specific performance objectives, standards, acceptable quality levels, and surveillance methods for various aspects of the contract (e.g., staffing, deliverables, reporting, customer satisfaction).
• Corrective Action Request (CAR) Process: Explains the process for identifying, documenting, and resolving non-conformances, including different CAR levels and timelines.
• Reporting Requirements: Outlines the contractor's reporting obligations, including COR Status Reports (CSR) and Service Contract Reporting (SCR).
• Government Furnished Property (GFP): Details surveillance requirements related to GFP.

Understanding this QASP helps bidders assess the government's expectations for quality and performance, which is essential for developing a compliant and competitive proposal.

Form / Attachment / Pricing Sheet

This document is a "COR Surveillance Checklist" used to monitor contractor performance against specific requirements outlined in the Performance Work Statement (PWS).

• Contractor: IBM (TBD Contract Number)
• Service Provided: Not specified
• COR Name: TBD
• Requirements: The checklist details specific requirements from various sections of the PWS (e.g., PWS 1.8, PWS 4.1.1, PWS 4.1.1.7, PWS 4.1, PWS 4.1.4.9, PWS 5.0, PWS 6.0).
• Surveillance Methods: Includes columns for PASS, FAIL, N/A, and Method of Surveillance, with specific methods like Customer Feedback/Complaints, Periodic Inspection, Random Inspection, and 100% Inspection.
• Comments: A section for additional remarks.

This checklist provides insight into how the government intends to monitor and evaluate contractor performance for this opportunity. Bidders can use this to understand the specific metrics and quality control measures that will be applied, helping them to tailor their proposals and operational plans to meet or exceed these expectations.

Form / Attachment / Pricing Sheet

This document is a "Customer Complaint Record" form used by the Army Contracting Command, Rock Island (ACC-RI). It serves as a standardized template for recording and tracking customer complaints related to contracts.

• Complaint Details: Date and time of complaint, source of complaint (organization and individual with contact information), nature of complaint, and contract number/requirement reference.
• Validation: Section to validate the complaint and indicate if it is valid (requiring contractor notification) or not valid.
• Contractor Action: Fields for the date/time the contractor was informed, the name of the contractor receiving the complaint, and the action taken by the contractor.
• Record Keeping: Fields for "Received and Validated By," "Copy provided for filing (COR) DATE," and "Customer Follow-up DATE."

While not directly part of a solicitation's requirements or evaluation criteria, this form indicates a process for handling contractor performance issues or customer dissatisfaction. Bidders should be aware that such a mechanism exists for tracking and addressing complaints, which could indirectly impact contract performance evaluations and future opportunities.

Form / Attachment / Pricing Sheet

This document is a Surveillance Schedule intended to outline specific paragraphs related to "Requirements and Tasks" that will be subject to surveillance. It appears to be a template or a planning document for monitoring contract performance.

• Contract #: TBD
• Contractor: TBD
• Functional Area: 1.8, 4.0, 5.0 & 6.0 - Requirements and Tasks
• COR: TBD
• Surveillance Period: To be determined (See Below)
• Date Submitted: To be determined
• Paragraphs listed for surveillance: 1.8, 4.10, 4.1.1, 4.1.1.7, 4.1.1.9, 5.0, and 6.0. An 'X' indicates these paragraphs are scheduled for surveillance.

This document indicates which sections of the contract's "Requirements and Tasks" are subject to government surveillance. Bidders should note these specific paragraphs as they will likely be areas of focus for performance monitoring and evaluation. The "Surveillance Period" and "Date Submitted" fields, once populated, will provide critical timelines for these oversight activities.

Questions & Answers / Clarifications

This document provides responses to questions submitted by industry regarding the Request for Information (RFI) for Information Technology (IT) Services and Support. It clarifies requirements, submission instructions, and other details relevant to potential offerors.

• Capability Statement: Offerors can submit capability statements for the entire PWS scope or for specific task areas. Supporting documentation for organizational capabilities and personnel qualifications should be included and is limited to 15 pages. The Table of Contents is included within this page limit.
• Contract Vehicle & Set-Aside: A decision on the contract vehicle has not been made. The acquisition strategy is currently full and open, with no specific small business goals or set-aside categories established at this time. The government will determine the most advantageous acquisition approach based on market research.
• Contract Type: The government is exploring various acquisition strategies, including Time and Materials (T&M), Labor Hour, and Firm-Fixed-Price (FFP), and is open to hybrid approaches. The RFI aims to gather data to inform this decision.
• Staffing & Personnel: The government does not require all personnel to be direct W-2 employees; subcontractors are permitted, but independent 1099 contractors are generally not. U.S. citizenship is preferred, but qualified personnel with valid work visas may be considered, contingent on security clearance requirements. Interim security clearances are acceptable to begin work, but final clearances are ultimately required.
• Locations & Work Model: Support will be provided at CONUS and OCONUS locations, with a mixture of on-site, hybrid, and fully remote staffing. The majority of FTEs are currently CONUS-based, with plans to expand OCONUS presence.
• Submissions: Responses to the RFI questions are encouraged but not required. The government prefers separate PDF submissions for the capability statement and any responses to questions.
• Security: All personnel requiring access to government systems must possess at least an interim security clearance. The government can sponsor Facility Clearance (FCL) applications at its discretion.
• Deliverables: Draft Quality Control Plans (QCP) and other deliverables like Transition-In Plans are only required after contract award, not with the RFI response.

This Q&A document provides crucial clarifications that will help potential bidders refine their understanding of the requirements and prepare more accurate and targeted responses for the upcoming solicitation. Key areas clarified include submission flexibility, contract type considerations, staffing requirements, and security protocols.

Request for Information (RFI)

This RFI is issued by Army Contracting Command – Rock Island on behalf of Product Lead Acquisition, Logistics and Technology Enterprise Services (PL ALTESS). The purpose is to gather information from industry regarding capabilities to support potential future IT services and support requirements. ALTESS is seeking capability statements, not proposals, to inform acquisition planning and strategy development for a tentative requirement.

ALTESS is an IT managed service provider for the Army, offering infrastructure, platform, and application services across various hosting locations, including Army Enterprise Data Centers (AEDCs) and commercial cloud environments. Services include colocation, infrastructure, platform, managed, common, application, cybersecurity, and internal supporting services.

ALTESS is requesting responses to specific questions covering:

• Impact of Time and Materials (T&M) or Labor Hour contract types on proposal submission, personnel retention, hiring, and incentives.

• Recommended contract types for a labor-intensive IT services organization, considering specialist retention and recruitment.

• Automation and DevOps capabilities, including tools, processes, and cybersecurity integration.

• Contract flexibility and labor rate strategies for evolving IT needs, including cloud engineers.

• Surge capacity and temporary labor support capabilities.

• Hurdles encountered with government onboarding and security clearance processes.

• Experience in managing subcontractors.

• Interested parties must refer to the attached Performance Work Statement (PWS) dated June 06, 2025, for detailed required capabilities.

• A tailored capability statement is requested, demonstrating organizational and staff qualifications. Offerors can submit statements for the entire PWS scope or specific task areas.

• The capability statement must address PWS requirements and be supported by documentation.

• Details on subcontracting or teaming arrangements are required.

• Specific responses to questions outlined in Section 7.3 are also required.

• Company information, including name, address, DUNS number, business status (small/large, disadvantaged, etc.), employee count, revenue history, and office locations, must be provided.

• Capabilities statements are limited to 15 pages.

• Submissions must be electronic via email to the Contracting Officer and Contract Specialist by August 8, 2025, 5:00 PM Eastern Standard Time.

• Telephone inquiries will not be accepted.

• Security: Personnel must possess a minimum interim or final DoD security clearance, and the prime contractor must have or demonstrate the ability to obtain a Secret Facility Clearance.

• Compliance: Subject to the Berry Amendment, Clinger-Cohen Act, and Service Contract Act.

• NAICS Code: 541512 with a Small Business Size Standard of $27.5M.

This RFI is for informational purposes only and is not a Request for Proposal (RFP) or solicitation. It does not commit the Government to award a contract. Responses are voluntary, and no funds are available to pay for preparation. Failure to respond does not preclude future participation.

Quality Assurance Surveillance Plan (QASP)

This Quality Assurance Surveillance Plan (QASP) is a government-developed document to ensure the quality and payment for conforming services for an Information Technology (IT) Services and Support Time and Materials (T&M), Indefinite Delivery/Indefinite Quantity (ID/IQ) five-year contract. The objective is to acquire IT services and support primarily at the Radford Army Ammunition Plant in Virginia, with potential work at other CONUS and OCONUS locations as defined in the Performance Work Statement (PWS).

This QASP outlines the government's methods for monitoring contractor performance against the standards specified in the IT Services and Support PWS. It details how performance standards will be applied, which elements will be surveilled, and the acceptable quality limits (AQLs). Key areas include:

• Staffing adequacy and timely filling of positions.

• Timely notification of key personnel vacancies and submission of resumes.

• Delivery of accurate, complete, and timely deliverables.

• Responsiveness to government concerns and prompt corrective action.

• Timely and accurate program reporting (e.g., Monthly Status Reports, Fund Execution Reports).

• Operations Center Activities, including Service Desk resolution rates and customer satisfaction.

• Desktop Support, including ticket assignment, resolution, and technical refresh.

• Contract Type: T&M, ID/IQ, five-year contract.

• Contract Number: TBD

• Period of Performance: Five years.

• The government will perform surveillance using methods such as 100% Inspection, Random Sampling, Periodic Inspection, and Customer Feedback/Complaints.

• Performance will be evaluated against Performance Requirements Summaries (PRS) linked to specific PWS sections.

• Acceptable Quality Levels (AQLs) are defined for each performance requirement.

• Corrective Action Requests (CARs) will be issued for non-conformances, with defined levels and response timelines.

• Contractor's Quality Control Plan (QCP) will be evaluated for adequacy.

Not specified in this document.

• Government-furnished property (GFP) is included and has specific surveillance requirements.
• This QASP is a living document and may be changed based on data analysis or contract modifications.
• Key government personnel include the Contracting Officer (KO) and Contracting Officer's Representative (COR).
• Surveillance activities and documentation will be managed through the online PIEE module (SPM).

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the Quality Assurance Surveillance Plan (QASP) for performance requirements, detailing performance objectives, standards, acceptable quality levels, and surveillance methods.

• Staffing: Ensure adequate staffing with timely filling of positions and immediate notification of vacancies.

• Deliverables: Maintain consistent delivery of high-quality, accurate, and complete deliverables with minimal adjustments required by the government.

• Schedule: Provide deliverables and services on schedule.

• Reporting: Timely, accurate, and complete program reporting, including monthly status reports, manpower reports, fund execution reports, risk management plans, and quarterly program management reviews.

• Operations Center Activities: Includes ticket auditing, service desk resolution rates, and mean time to resolution.

• Desktop Support: Covers ticket assignment, customer contact, ticket resolution, and annual technical refresh of desktops.

• Staffing: 95% of positions filled within 60 calendar days; 95% of key personnel resumes submitted within 15 days of vacancy notification; 95% of positions filled within 15 days of government approval.

• Deliverables: Less than 5% defects; errors corrected within 3 business days.

• Schedule: 95% on-time delivery.

• Reporting: All reports delivered on time with less than 5% errors.

• Operations Center: Acceptable range for tier one resolution is 20%; acceptable closure time is <= 10 minutes per ticket; 95% customer satisfaction rate.

• Desktop Support: Assign tickets within 30 minutes; contact customer within 30 minutes of assignment; resolve 80% of open tickets per week; perform 20% technical refresh of desktops annually.

Not explicitly stated in this document, but references to "PL ALTESS" and "ACQUISITION SENSITIVE" suggest a specific operational environment.

• Contractor must be responsive to government concerns and promptly apply corrective action.
• Issues reported to the government within one (1) business day of discovery.
• A tentative job offer may be dependent upon the candidate's ability to pass background investigations and/or possess the proper clearance level.

Form / Attachment / Pricing Sheet

This document is a "COR Surveillance Checklist" used by the Contracting Officer's Representative (COR) to monitor contractor performance against specific requirements outlined in the Performance Work Statement (PWS).

• Contract Reference: Links specific requirements to PWS sections (e.g., PWS 1.8, PWS 4.1.1).
• Requirement: Details the specific task or deliverable being evaluated.
• Meeting Contract Requirements: Columns for PASS, FAIL, and N/A to record compliance.
• Method of Surveillance: Describes how the COR will verify the requirement (e.g., Customer Feedback, Periodic Inspection, 100% Inspection).
• Comments: Space for additional notes.

This checklist provides insight into how the government intends to monitor and evaluate contractor performance for this opportunity. Bidders can use this to understand the key performance indicators and surveillance methods that will be applied, helping them to tailor their proposals and operational plans to meet or exceed these expectations.

Form / Attachment / Pricing Sheet

This document is a Surveillance Schedule intended to outline specific paragraphs related to "Requirements and Tasks" that will be subject to surveillance. It appears to be a template or a planning document for monitoring contract performance.

• Contract #: TBD
• Contractor: TBD
• Functional Area: 1.8, 4.0, 5.0 & 6.0 - Requirements and Tasks
• COR: TBD
• Surveillance Period: To be determined (See Below)
• Date Submitted: To be determined
• Paragraphs listed for surveillance: 1.8, 4.10, 4.1.1, 4.1.1.7, 4.1.1.9, 5.0, and 6.0. An 'X' indicates these paragraphs are scheduled for surveillance.

This document indicates which sections of the "Requirements and Tasks" are critical for performance monitoring. Bidders should pay close attention to the requirements within paragraphs 1.8, 4.10, 4.1.1, 4.1.1.7, 4.1.1.9, 5.0, and 6.0, as these will be subject to surveillance. Understanding these areas is crucial for developing a compliant proposal and for managing performance if awarded the contract.

Form / Attachment / Pricing Sheet

This document is a Customer Complaint Record form used by the Army Contracting Command (ACC-RI). It is designed to formally record and track customer complaints related to contracts.

• Date and Time of Complaint: When the complaint was received.
• Source of Complaint: Details about the organization and individual reporting the complaint, including contact information.
• Nature of Complaint: A description of the issue.
• Contract Number & Requirement Reference: Identifies the specific contract or requirement the complaint pertains to.
• Validation: A section to document findings of the complaint's validity, with options to mark it as 'Valid' or 'Not Valid'.
• Contractor Notification: Fields to record the date/time the contractor was informed and the name of the contractor receiving the complaint.
• Action Taken by Contractor: Space to detail the actions the contractor took in response.
• Received and Validated By: Signatures or names of personnel who processed the complaint.
• Filing and Follow-up Dates: Fields for the date the copy was provided for filing (COR) and the customer follow-up date.

While this is a form, it indicates a process for handling issues that may arise during contract performance. Bidders should be aware that such a formal complaint tracking mechanism exists. Understanding this form can help contractors anticipate how complaints will be documented and addressed, and what information might be required from them in response to a complaint.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for Information Technology (IT) Services and Support (ITSS) for the U.S. Army Product Lead Acquisition, Logistics, and Technology Enterprise Systems and Services (PL ALTESS), supporting the Program Executive Office Enterprise (PEO Enterprise).

The effort encompasses a broad range of IT services including:

• IT Service Operations and Delivery
• Service Operations Center Operations
• Customer training
• Full lifecycle IT testing and support
• IT Data Center Operations
• Network and System Administration
• Cybersecurity
• Disaster Recovery/Business Continuity Operations
• Hardware/Software integration and migration
• Requirements definition and management
• Service Level Management (SLM)
• Process design and management
• Business Management
• Application Services and Modernization
• Acquisitions and Procurements
• Infrastructure Services (Facilities Operations)
• Command Group support
• Incidental construction

The PoP includes a 12-month base period with a 30-day transition-in period, followed by four 12-month option periods.

• Base Period: May 1, 2026 - April 30, 2027

• Option Period 1: May 1, 2027 - April 30, 2028

• Option Period 2: May 1, 2028 - April 30, 2029

• Option Period 3: May 1, 2029 - April 30, 2030

• Option Period 4: May 1, 2030 - April 30, 2031

• A Quality Control Program (QCP) must be developed and maintained.

• A Performance Standards and Quality Assurance Surveillance Plan (QASP) will be drafted by the government.

• Primarily at the PL ALTESS site on the Radford Army Ammunition Plant in Radford, Virginia.

• Possible work at additional locations both CONUS and OCONUS.

• Service Operations Center operations will be in Radford or other designated Army locations.

• Transition-In/Transition-Out periods require key personnel to be on-site.

• Contractor must provide personnel with required security clearances (Confidential, Secret, Top Secret).

• Compliance with DoD and Army cybersecurity regulations (DoDM 8140.03, AR 380-67, etc.).

• Conflict of Interest and Non-Disclosure provisions apply.

• Davis-Bacon Act applies to incidental construction.

• Estimated level of effort is 206 Full Time Employees (FTEs).