002_PWS.pdf

Performance Work Statement

1 Performance Work Statement

1.0 Introduction

The Contractor shall furnish all labor, materials, tools, equipment, transportation, supervision, and management necessary to provide subject matter expertise and sustainment support to Brooke Army Medical Center (BAMC) for the Electronic Security System (ESS), Closed Circuit Television (CCTV)/Qognify, NICE Vision Pro recorders, the HUGS Infant/Pediatric Protection System, and associated network infrastructure. The Contractor is fully responsible for performance under this contract and shall comply with Department of War (DoW) requirements as applicable.

2.0 Objective

The Contractor shall provide continuous technical support, maintenance, and lifecycle services for CEM Access 2000 and Lenel access control systems, CCTV/Qognify video systems, NICE Vision Pro digital recorders, the HUGS Infant/Pediatric Protection System, and all related computer hardware and software at BAMC and identified outlying facilities. This is a mission-critical requirement. Contractor personnel shall be trained and experienced on the systems they service and shall meet the response and resolution times specified in this Statement of Work.

C.2 Scope of Work

3.0 Electronic Security System (ESS) Support

• Coverage: Provide ongoing support for all ESS components including proximity readers, locks, REX devices, position switches, controllers, reader modules, cabling, servers, workstations, and network elements at BAMC and outlying buildings.

• Facilities: Support the BAMC compound including the Hospital, CoTo, Consolidated Parking Structure, ISR/BHT, Central Energy Plants 1 and 2, Fort Sam Houston Clinic, troop billets, Fisher Houses 1–4, Center for the Intrepid, and other designated buildings.

• System Description: Maintain an independent ESS network of approximately 3,500 proximity readers and control devices and a graphical monitoring map of approximately 800 secure points including roughly 500 duress buttons. The CEM Card Access System runs on Fedora Core 10 Linux servers with Windows workstations accessing CEM Access 2000.

• Upgrades and Support: Provide manufacturer-recommended support and upgrades for all hardware and software, including CEM Access 2000, Windows Professional workstations, Windows Server, Crystal Reports, and Fedora Core 10 Linux systems.

• Logistics: Provide or lease vehicles for locksmiths and technicians to transport tools and parts for offsite maintenance.

4.0 CCTV / Qognify Support

• Coverage: Provide ongoing support for CCTV/Qognify cameras, video switch, encoders/decoders, CPUs, NICE Vision Pro recorders, and associated equipment located in room L43-13 and at remote sites.

• Transmission Links: Maintain wired and wireless video links supporting the BAMC main gate, Binz-Engleman gate, Fort Sam Houston Clinic, and other outlying locations.

• Integration: Program and maintain the interface between the CEM system and the CCTV video switch/CPU to enable salvos, tours, and preset video shots triggered by alarm strings from the CEM Access 2000 server. Contractor personnel shall hold certifications for NICE Vision (Qognify) and CEM systems.

5.0 Infant/Pediatric Protection System (HUGS)

• Coverage: Provide ongoing support, maintenance, and lifecycle services for the HUGS Infant/Pediatric Protection System deployed at BAMC and designated pediatric care areas.

• System Description: HUGS uses tamper-detecting bands worn by infants and pediatric patients to prevent abduction, ensure correct infant-to-parent matching, and monitor movement within designated areas. The system triggers alarms if a band is removed, tampered with, or if a protected patient approaches restricted exits.

• Integration: Ensure seamless integration of HUGS with ESS and CCTV/Qognify infrastructure to enable coordinated alarm responses, video verification, and access control measures.

• Maintenance and Upgrades: Provide manufacturer-recommended support, software updates, and hardware upgrades for HUGS components, including tags, band sensors, monitoring stations, servers, and associated network equipment.

• Testing and Reporting: Incorporate HUGS devices into the quarterly Mission Essential Vulnerability Area (MEVA) testing program and include HUGS-specific test results in all relevant reports.

• Training: Ensure technicians are trained and certified in operation, maintenance, and troubleshooting of HUGS. Provide documentation of training and certifications to the Contracting Officer’s Representative (COR).

• Performance Requirement: Maintain HUGS operational availability at 99.9% uptime, excluding scheduled maintenance and Government-directed outages.

C.3 Program Management and Personnel

6.0 Project Manager

• Assignment: Designate a Project Manager for the contract duration as the principal point of contact. The Project Manager may be a working supervisor.

• Minimum Qualifications: Minimum of five (5) years of specialized Department of War project experience managing related government projects, supervisory experience, and strong written and oral communication skills.

• Responsibilities: Supervise contractor personnel, allocate resources, establish and monitor milestones and schedules, and coordinate with Government representatives. The Project Manager shall be available during normal Government duty hours and able to meet with Government personnel within eight (8) hours when requested.

7.0 Technicians and Training

• Qualifications: Provide trained, experienced technicians certified on the systems they service and maintain records of certifications and training. Certifications shall include, at a minimum, manufacturer certifications for CEM, NICE Vision (Qognify), and HUGS where available.

• Continuity: Maintain sufficient staffing to meet scheduled maintenance and unscheduled response requirements.

7.1 Position Descriptions

The Contractor shall provide personnel who meet the position descriptions below. Any proposed substitution must meet or exceed the minimum qualifications and be approved by the COR prior to assignment. Resumes, certifications, and clearance verification for each assigned individual shall be submitted to Appendix D — Personnel Qualifications and Resumes before the individual begins work and updated within five (5) business days of any personnel change.

• HUGS Infant Security Technician / Access Control / Camera Installer o Role summary: Install, maintain, test, and troubleshoot HUGS tags, band sensors, monitoring stations, and associated access control and CCTV components; coordinate with nursing and security staff to ensure continuous protection of pediatric patients.

o Key duties: Integrate HUGS alarms with ESS and CCTV/Qognify; install Ai-Phones, electronic strikes, maglocks, card readers, duress buttons, door contacts, request-to-exit devices, motion alarms; pull, terminate, and test low-voltage and structured cabling; mount cameras in metal, fiberglass, and gypsum ceiling tiles; terminate and test fiber connections; use diagnostic tools (e.g., Fluke testers); perform preventive maintenance and MEVA testing; assist clinical staff with tag application and verification; maintain tag inventory and spare parts.

o Minimum qualifications: High school diploma or equivalent; technical diploma or associate degree preferred; two (2) to four (4) years practical experience with infant protection systems, RFID/tag systems, or access control/CCTV installation.

o Required certifications and skills: Manufacturer certification for HUGS preferred or willingness to obtain certification promptly; vendor certifications for access control and CCTV systems preferred (CEM/Lenel, NICE/Qognify, or equivalent); proficiency with Fluke testers and camera configuration tools; strong attention to detail and clear communication.

o Physical and work environment: Ability to work in tight or confined spaces, lift equipment, climb ladders, and work flexible hours including nights, weekends, and on-call rotations.

o On-call and response expectations: Participate in rotating on-call schedule; meet contract emergency response time of two (6) hours for HUGS band removal, exit approach alarms, and other critical events.

o Deliverables: Installation checklists, MEVA test logs, HUGS alarm logs with video verification references, parts usage reports, and updated tag inventory.

• Systems Administrator (Senior) o Role summary: Manage servers, CEM Access 2000 application, NICE/Qognify servers, and Linux/Windows environments to ensure system availability and data integrity.

o Minimum qualifications: Associate degree in IT or equivalent; five (5) years systems administration experience including Linux and Windows Server.

o Required certifications and skills: RHCE or equivalent Linux certification;

Microsoft Server certification preferred.

o On-call and response expectations: 24/7 availability for critical server incidents;

two (2) hour response for emergency events.

o Deliverables: Backup verification reports, patch schedules, system change logs, and recovery test results.

• Network Architect / Engineer o Role summary: Maintain LAN/WAN connectivity and network performance for

ESS, CCTV/Qognify, and HUGS systems.

o Minimum qualifications: Associate degree or equivalent; four (4) years network experience.

o Required certifications and skills: CCNA or equivalent; familiarity with

TIA/ISO cabling standards and fiber connector types.

o On-call and response expectations: Two (2) hour response for NCN or link failures.

o Deliverables: Network diagrams, performance reports, and change records.

• Maintenance Technician o Role summary: Perform hands-on maintenance, repair, and preventive service for ESS hardware and door hardware components.

o Minimum qualifications: High school diploma or equivalent; three (3) years experience with access control or physical security systems.

o Required certifications and skills: Manufacturer training for CEM/Lenel or equivalent; ability to obtain required DoW clearance.

o On-call and response expectations: Participate in rotating on-call schedule; two

(2) hour emergency response.

o Deliverables: Repair tickets, preventive maintenance checklists, and parts logs.

• CCTV / Qognify Technician o Role summary: Install, maintain, and troubleshoot CCTV cameras, encoders/decoders, video switches, and NICE Vision Pro recorders.

o Minimum qualifications: Technical diploma or equivalent; three (3) years

CCTV experience.

o Required certifications and skills: NICE/Qognify certification preferred;

proficiency with camera configuration tools.

o On-call and response expectations: Two (2) hour emergency response for video outages.

o Deliverables: Camera inventory, video retention verification, and incident video references.

• Locksmith o Role summary: Provide mechanical lock services, key control, and emergency door hardware repairs.

o Minimum qualifications: Journeyman locksmith certification or equivalent;

three (3) years experience.

o Required certifications and skills: Locksmith certification; familiarity with fire-rated door hardware and code requirements.

o On-call and response expectations: Two (2) hour emergency response for fire-rated or perimeter door failures.

o Deliverables: Key control logs, lock maintenance records, and installation checklists.

C.4 Service, Materials, and Spares

8.0 Service Requirements

• Labor and Support: Provide service labor to repair or replace parts required to maintain systems at full performance. Provide software technical support and software upgrades at no additional cost to the Government. Contractor assumes responsibility to maintain ESS, CCTV/Qognify, and HUGS hardware and software operational at 99.9% uptime, excluding scheduled maintenance and Government-directed outages.

9.0 Materials and Billing

• Billing: Materials for repairs, replacements, upgrades, shipping, and transportation shall be billed separately under repair and replacement line items. Security hardware, CCTV equipment, HUGS tags and bands, lock supplies, and failed computer hardware and software shall be billed as specified in the contract.

10.0 Spare Media and Documentation

• Backup Media: Provide a spare hard disk loaded with current software and data for backup of automated systems. The spare hard disk will be secured in the Provost Marshal’s safe.

• System Drawings: Maintain and update system drawings and topology diagrams after additions, deletions, or changes and provide updated drawings to the COR within the timeframe specified by the Government.

C.5 Inspections, Testing, and Reporting

11.0 Scheduled Inspections

Perform all manufacturer-recommended periodic services, inspections, and tests to ensure full system capability. Document procedures, findings, and corrective actions.

12.0 Testing and Reporting

• Annual Work Plan: Submit an initial annual work plan to the COR for approval that details scheduled testing of alarm points, controlled access points, communication devices, HUGS devices, and other operating components. The work plan shall include test frequency, test procedures, responsible personnel, and reporting timelines.

• Quarterly MEVA Testing: Conduct and document quarterly tests of all Mission Essential Vulnerability Areas (MEVA). MEVA devices include, but are not limited to:

electronic sensors; panic/duress buttons; batteries; uninterruptible power supplies; card readers; magnetic locks; electric door strikes; reader modules; and network communication nodes. Include HUGS-specific devices and events: tamper-detecting bands; tag removal detection; band tamper alerts; exit approach detection; tag mismatch alerts; tag low battery notifications; and monitoring station failover tests.

• MEVA Locations: Test MEVA devices in pharmacies, cash handling facilities, morgue, radioactive material storage, sensitive materials storage, locations housing highly valued equipment, and all designated pediatric care areas where HUGS is deployed. The Government may request additional locations; if additional locations are excessive, Contractor may request a contract modification.

• HUGS Alarm Examples: Include explicit HUGS alarm scenarios in test plans and reports, for example:

o Band Removal Alarm: Tag removal or band tampering triggers immediate local alarm, notifies monitoring station, and initiates CCTV camera preset to verify event.

o Exit Approach Alarm: Tag movement toward a restricted exit triggers pre-alarm notification and, if continued, full alarm with door lockdown and CCTV recording.

o Tag Mismatch Alarm: Incorrect infant-to-parent matching triggers an alert at the monitoring station and locks affected egress points until verified.

o Tag Low Battery Alarm: Low battery on a tag generates a maintenance alert and is recorded in the corrective action log.

o Monitoring Station Failure: Loss of HUGS monitoring station connectivity triggers failover procedures and immediate notification to Contractor and Government personnel.

• Reports: Deliver quarterly and annual test reports that include test procedures, results, anomalies, corrective actions taken, parts replaced, HUGS alarm logs and timelines, video verification references, root cause analysis for repeated alarms, and recommendations.

C.6 Response Times and Unscheduled Service

13.0 Unscheduled On-Site Service

• Availability: Provide unlimited on-site service and telephone consultation 24 hours per day, 7 days per week.

• Priority and Response Times:

o Emergency: Respond within 2 hours and restore to manufacturer’s specification within 24 hours where applicable. Emergency examples include MEVA failures, server failure, badging system failure, workstation failure, real-time computer (RTC) failure, network control node (NCN) failure, fire-rated door problems, perimeter door problems, CCTV system failures, and HUGS band removal or exit approach alarms that indicate immediate risk to patient safety.

o Non-Emergency: Respond within 24 hours and restore to manufacturer’s specification within 72 hours where applicable. Non-emergency examples include individual door problems, low battery notifications, isolated camera issues, and non-critical HUGS maintenance alerts.

14.0 Performance Metrics

• Uptime: Maintain 90% operational availability measured monthly across ESS, CCTV/Qognify, and HUGS systems, excluding scheduled maintenance and Government-directed outages.

• Response Compliance: Track and report response and resolution times monthly.

Repeated failure to meet response or resolution times may result in performance deductions or other remedies as specified in the contract.

C.7 Deliverables and Acceptance

15.0 Deliverables

• Approved annual work plan and schedule.

• Quarterly MEVA test reports and corrective action logs that include HUGS alarm logs and verification steps.

• Annual system inspection report.

• Updated system drawings and topology diagrams after changes.

• Spare hard disk with current software and data secured in the Provost Marshal’s safe.

• Certification records for technicians and Project Manager qualifications.

• Monthly performance and uptime reports.

• Appendix D — Personnel Qualifications and Resumes with resumes, certifications, training records, and clearance verification for all assigned personnel.

• On-site spare parts inventory and storage verification as required by Section C.7.17.

• Manufacturer support coordination plan as required by Section C.7.18.

16.0 Acceptance Criteria

Deliverables will be accepted by the COR when they meet the format, content, and timeliness requirements specified in the contract. Repairs and upgrades are accepted when systems are restored to manufacturer’s specifications and verified by the COR or designated Government representative.

17.0 On-Site Spare Parts

• Requirement: Upon award of this contract, the Contractor shall provide and store on-site, in a secure area provided by the Government, the following system components and spares:

o Spares package for RTC: motherboard, power supply, CPU, and hard drive.

o Spare ¼ Network Control Nodes (quantity as specified in the contract).

o Spare CEM Field Processors (six each).

o Additional on-site spare parts recommended by the CEM manufacturer during the tenure of the contract, as mutually agreed and documented.

• Ownership and disposition: All damaged and/or non-functional equipment replaced by the Contractor shall become the property of the Contractor and will be removed from the facility for appropriate disposition. Equipment purchased by the Contractor for this contract and not used during the contract period shall remain the property of the Contractor and shall be removed at the end of the contract, provided such equipment has not been invoiced to and paid for by the Government.

• Inventory control: The Contractor shall maintain an on-site spare parts inventory log and provide the COR with quarterly inventory status reports and immediate notification of any depletion below agreed minimum levels.

• Storage and security: The Government will provide a secure storage area for on-site spares. The Contractor shall ensure spares are stored, labeled, and secured in accordance with Government direction and applicable security requirements. The Contractor shall be responsible for environmental protection, inventory control, and periodic verification of spare part functionality as part of scheduled maintenance.

18.0 Manufacturer Support

• Support window: The CEM manufacturer shall provide software-only support during European business hours, 0830–1700 (local European time), excluding Northern Ireland public holidays.

• Contractor coordination: Due to the software support agreement and the time zone difference, the Contractor shall adjust employee work schedules as necessary during the manufacturer support window to coordinate with the manufacturer and assist in diagnosing and correcting ESS software issues. This schedule adjustment is intended to minimize Government overtime and expedite resolution of software faults.

• Manufacturer Support Coordination Plan: The Contractor shall submit a Manufacturer Support Coordination Plan to the COR within thirty (30) calendar days of contract award. The plan shall include: manufacturer contact information and support hours; Contractor staffing adjustments and on-call coverage during manufacturer support hours; procedures for logging, escalating, and tracking software incidents with the manufacturer; and expected handoff and verification procedures between manufacturer support and Contractor on-site personnel.

• Responsibility: The Contractor remains responsible for coordinating manufacturer interactions, implementing manufacturer-recommended fixes, and documenting all manufacturer-assisted actions in incident reports and monthly performance reports.

Appendix D — Personnel Qualifications and Resumes

Purpose Appendix D is the repository for personnel documentation required by the contract and is a recurring deliverable.

Required submissions prior to assignment

• Resume for each proposed individual.

• List of certifications with copies of certificates (manufacturer, vendor, network, and security).

• Training records and dates of completion.

• Proof of required clearances or documentation of ability to obtain DoW clearance.

• Point of contact for each individual (phone and email).

Ongoing requirements

• Update Appendix D within five (5) business days of personnel changes.

• Submit annual refresher training records and any new certifications obtained during the contract period.

• Provide documentation of any manufacturer upgrade training when systems are upgraded.

COR review and approval

• The COR will review submitted Appendix D materials and notify the Contractor of approval or required clarifications within the timeframe specified in the contract.

End of Section C

Section C — Description and Specifications

C.1 Statement of Work

The Contractor shall furnish all labor, materials, tools, equipment, transportation, supervision, and management necessary to provide subject matter expertise and sustainment support to Brooke Army Medical Center (BAMC) for the Electronic Security System (ESS), Closed Circuit Television (CCTV)/Qognify, NICE Vision Pro recorders, the HUGS Infant/Pediatric Protection System, and associated network infrastructure. The Contractor is fully responsible for performance under this contract and shall comply with Department of War (DoW) requirements as applicable.

2.0 Objective

The Contractor shall provide continuous technical support, maintenance, and lifecycle services for CEM Access 2000 and Lenel access control systems, CCTV/Qognify video systems, NICE Vision Pro digital recorders, the HUGS Infant/Pediatric Protection System, and all related computer hardware and software at BAMC and identified outlying facilities. This is a mission-critical requirement. Contractor personnel shall be trained and experienced on the

• Coverage: Provide ongoing support for all ESS components including proximity readers, locks, REX devices, position switches, controllers, reader modules, cabling, servers, workstations, and network elements at BAMC and outlying buildings.

• Facilities: Support the BAMC compound including the Hospital, CoTo, Consolidated Parking Structure, ISR/BHT, Central Energy Plants 1 and 2, Fort Sam Houston Clinic, troop billets, Fisher Houses 1–4, Center for the Intrepid, and other designated buildings.

• System Description: Maintain an independent ESS network of approximately 3,500 proximity readers and control devices and a graphical monitoring map of approximately 800 secure points including roughly 500 duress buttons. The CEM Card Access System runs on Fedora Core 10 Linux servers with Windows workstations accessing CEM Access 2000.

• Upgrades and Support: Provide manufacturer-recommended support and upgrades for all hardware and software, including CEM Access 2000, Windows Professional workstations, Windows Server, Crystal Reports, and Fedora Core 10 Linux systems.

encoders/decoders, CPUs, NICE Vision Pro recorders, and associated equipment located in room L43-13 and at remote sites.

• Transmission Links: Maintain wired and wireless video links supporting the BAMC main gate, Binz-Engleman gate, Fort Sam Houston Clinic, and other outlying locations.

• Integration: Program and maintain the interface between the CEM system and the CCTV video switch/CPU to enable salvos, tours, and preset video shots triggered by alarm strings from the CEM Access 2000 server. Contractor personnel shall hold certifications for NICE Vision (Qognify) and CEM systems.

5.0 Infant/Pediatric Protection System (HUGS)

• Coverage: Provide ongoing support, maintenance, and lifecycle services for the HUGS Infant/Pediatric Protection System deployed at BAMC and designated pediatric care areas.

• System Description: HUGS uses tamper-detecting bands worn by infants and pediatric patients to prevent abduction, ensure correct infant-to-parent matching, and monitor movement within designated areas. The system triggers alarms if a band is removed, tampered with, or if a protected patient approaches restricted exits.

• Integration: Ensure seamless integration of HUGS with ESS and CCTV/Qognify infrastructure to enable coordinated alarm responses, video verification, and access control measures.

• Maintenance and Upgrades: Provide manufacturer-recommended support, software updates, and hardware upgrades for HUGS components, including tags, band sensors, monitoring stations, servers, and associated network equipment.

• Testing and Reporting: Incorporate HUGS devices into the quarterly Mission Essential Vulnerability Area (MEVA) testing program and include HUGS-specific test results in all relevant reports.

• Training: Ensure technicians are trained and certified in operation, maintenance, and troubleshooting of HUGS. Provide documentation of training and certifications to the Contracting Officer’s Representative (COR).

strong written and oral communication skills.

• Responsibilities: Supervise contractor personnel, allocate resources, establish and monitor milestones and schedules, and coordinate with Government representatives. The Project Manager shall be available during normal Government duty hours and able to meet with Government personnel within eight (8) hours when requested.

7.0 Technicians and Training

• Qualifications: Provide trained, experienced technicians certified on the systems they service and maintain records of certifications and training. Certifications shall include, at a minimum, manufacturer certifications for CEM, NICE Vision (Qognify), and HUGS where available.

• Continuity: Maintain sufficient staffing to meet scheduled maintenance and unscheduled response requirements.

8.0 Position Descriptions

The Contractor shall provide personnel who meet the position descriptions below. Any proposed substitution must meet or exceed the minimum qualifications and be approved by the COR prior to assignment. Resumes, certifications, and clearance verification for each assigned individual shall be submitted to Appendix D — Personnel Qualifications and Resumes before the individual begins work and updated within five (5) business days of any personnel change.

• HUGS Infant Security Technician / Access Control / Camera Installer o Role summary: Install, maintain, test, and troubleshoot HUGS tags, band sensors, monitoring stations, and associated access control and CCTV components; coordinate with nursing and security staff to ensure continuous protection of pediatric patients.

o Key duties: Integrate HUGS alarms with ESS and CCTV/Qognify; install Ai-Phones, electronic strikes, maglocks, card readers, duress buttons, door contacts, request-to-exit devices, motion alarms; pull, terminate, and test low-voltage and structured cabling; mount cameras in metal, fiberglass, and gypsum ceiling tiles; terminate and test fiber connections; use diagnostic tools (e.g., Fluke testers); perform preventive maintenance and MEVA testing; assist clinical staff with tag application and verification; maintain tag inventory and spare parts.

o Minimum qualifications: High school diploma or equivalent; technical diploma or associate degree preferred; two (2) to four (4) years practical experience with infant protection systems, RFID/tag systems, or access control/CCTV installation.

o Required certifications and skills: Manufacturer certification for HUGS preferred or willingness to obtain certification promptly; vendor certifications for access control and CCTV systems preferred (CEM/Lenel, NICE/Qognify, or and on-call rotations.

o On-call and response expectations: Participate in rotating on-call schedule; meet contract emergency response time of two (2) hours for HUGS band removal, exit approach alarms, and other critical events.

o Deliverables: Installation checklists, MEVA test logs, HUGS alarm logs with video verification references, parts usage reports, and updated tag inventory.

• Systems Administrator (Senior) — Role summary, minimum qualifications, certifications, on-call expectations, and deliverables as specified in C.3.1.

• Network Administrator — Role summary, minimum qualifications, certifications, on-call expectations, and deliverables as specified in C.3.1.

• Maintenance Technician — Role summary, minimum qualifications, certifications, on-call expectations, and deliverables as specified in C.3.1.

• CCTV / Qognify Technician — Role summary, minimum qualifications, certifications, on-call expectations, and deliverables as specified in C.3.1.

• Locksmith — Role summary, minimum qualifications, certifications, on-call expectations, and deliverables as specified in C.3.1.

(Full position descriptions and deliverable formats are maintained in Appendix D.)

9.0 Service Requirements

• Labor and Support: Provide service labor to repair or replace parts required to maintain systems at full performance. Provide software technical support and software upgrades at no additional cost to the Government. Contractor assumes responsibility to maintain ESS, CCTV/Qognify, and HUGS hardware and software operational at 99.9% uptime, excluding scheduled maintenance and Government-directed outages.

10.0 Materials and Billing

• Billing: Materials for repairs, replacements, upgrades, shipping, and transportation shall be billed separately under repair and replacement line items. Security hardware, CCTV equipment, HUGS tags and bands, lock supplies, and failed computer hardware and software shall be billed as specified in the contract.

11.0 Spare Media and Documentation

• Backup Media: Provide a spare hard disk loaded with current software and data for backup of automated systems. The spare hard disk will be secured in the Provost Marshal’s safe.

• System Drawings: Maintain and update system drawings and topology diagrams after

12.0 Scheduled Inspections

Perform all manufacturer-recommended periodic services, inspections, and tests to ensure full system capability. Document procedures, findings, and corrective actions.

13.0 Testing and Reporting

• Annual Work Plan: Submit an initial annual work plan to the COR for approval that details scheduled testing of alarm points, controlled access points, communication devices, HUGS devices, and other operating components. The work plan shall include test frequency, test procedures, responsible personnel, and reporting timelines.

• Quarterly MEVA Testing: Conduct and document quarterly tests of all Mission Essential Vulnerability Areas (MEVA). MEVA devices include, but are not limited to:

electronic sensors; panic/duress buttons; batteries; uninterruptible power supplies; card readers; magnetic locks; electric door strikes; reader modules; and network communication nodes. Include HUGS-specific devices and events: tamper-detecting bands; tag removal detection; band tamper alerts; exit approach detection; tag mismatch alerts; tag low battery notifications; and monitoring station failover tests.

• MEVA Locations: Test MEVA devices in pharmacies, cash handling facilities, morgue, radioactive material storage, sensitive materials storage, locations housing highly valued equipment, and all designated pediatric care areas where HUGS is deployed. The Government may request additional locations; if additional locations are excessive, Contractor may request a contract modification.

• HUGS Alarm Examples: Include explicit HUGS alarm scenarios in test plans and reports, for example:

o Band Removal Alarm: Tag removal or band tampering triggers immediate local alarm, notifies monitoring station, and initiates CCTV camera preset to verify event.

o Exit Approach Alarm: Tag movement toward a restricted exit triggers pre-alarm notification and, if continued, full alarm with door lockdown and CCTV recording.

o Tag Mismatch Alarm: Incorrect infant-to-parent matching triggers an alert at the monitoring station and locks affected egress points until verified.

o Tag Low Battery Alarm: Low battery on a tag generates a maintenance alert and is recorded in the corrective action log.

o Monitoring Station Failure: Loss of HUGS monitoring station connectivity triggers failover procedures and immediate notification to Contractor and Government personnel.

• Reports: Deliver quarterly and annual test reports that include test procedures, results, anomalies, corrective actions taken, parts replaced, HUGS alarm logs and timelines,

14.0 Unscheduled On-Site Service

• Availability: Provide unlimited on-site service and telephone consultation 24 hours per day, 7 days per week.

• Priority and Response Times:

o Emergency: Respond within 2 hours and restore to manufacturer’s specification within 24 hours where applicable. Emergency examples include MEVA failures, server failure, badging system failure, workstation failure, real-time computer (RTC) failure, network control node (NCN) failure, fire-rated door problems, perimeter door problems, CCTV system failures, and HUGS band removal or exit approach alarms that indicate immediate risk to patient safety.

o Non-Emergency: Respond within 24 hours and restore to manufacturer’s specification within 72 hours where applicable. Non-emergency examples include individual door problems, low battery notifications, isolated camera issues, and non-critical HUGS maintenance alerts.

15.0 Performance Metrics

• Uptime: Maintain 99.9% operational availability measured monthly across ESS, CCTV/Qognify, and HUGS systems, excluding scheduled maintenance and Government-directed outages.

• Response Compliance: Track and report response and resolution times monthly.

C.7 Service Delivery, Requests, and Meetings

16.0 Service Request

• Request System: The Government will use a software program to enter and prioritize requests for service, whether for support or new installations. The Contractor shall complete each prioritized task in the software program by entering a description of the action taken and the results achieved. The system will document all work performed and provide the ability for the Government and Contractor to generate reports as required.

• Verbal Assignments: Under emergency circumstances, tasks may be assigned or modified verbally. A written version of any verbal task or task modification will be provided to the Contractor within two (2) working days. The Contractor shall update the software program to reflect the written task or modification upon receipt.

17.0 Meetings

• Participation: The Contractor shall participate in regularly scheduled and ad hoc meetings as required to support mission requirements. Meeting attendance, minutes, action items, and responsible parties shall be documented and provided to the COR as requested.

18.0 User Training

• CEM Training: The Contractor shall provide on-site CEM Access 2000 user training as requested by BAMC up to a maximum of 24 hours per year. Training shall be scheduled in blocks of 1–3 hours and requested at least one (1) week in advance. Training materials, attendance rosters, and training completion records shall be provided to the

COR.

19.0 New Security Devices Installation — System Additions

• Labor: The Contractor shall furnish labor, included under on-site Support Services, to perform installations. Work that is within the general scope of the contract but outside day-to-day support may be required and can include third-party damage repair or small installation projects.

• Project Determination: The Contracting Officer (KO) or Contracting Officer’s Representative (COR) will determine whether work is a normal requirement or a special project. In making this determination, the KO or COR will consider the type of work required and the extent to which it varies from the normal workload portrayed in the Performance Work Statement (PWS). Special projects may require a contract modification.

20.0 Documentation

• System Drawings: The Contractor shall maintain system drawings that describe system topology after additions, deletions, or changes. Updated system drawings shall be provided to the Government quarterly or as otherwise requested by the COR.

C.8 Experience, Requirements, and Exclusions

21.0 Experience

• Workforce Qualifications: The Contractor shall provide a workforce possessing the skills, knowledge, and training to satisfactorily perform the services required by this contract. Personnel shall meet the minimum education and experience requirements shown for each area of expertise. The Government reserves the right to request a resume for any employee at any time during contract performance. Resumes shall include, at a minimum, training and provisional work experience directly related to this contract. Any employee not meeting minimum requirements shall be replaced with a properly qualified individual. Personnel performing work under this Order shall remain employees of the Contractor and shall not be considered Government employees.

22.0 Transportation

• No Additional Charges: There shall be no additional charges to the Government for transportation or shipment of parts or components provided for repairs, or for disposal of parts replaced during service under this contract, unless otherwise specified in the contract.

23.0 Requirements and Minimum Technical Experience

• Manufacturer Compliance: Contractor certifies that all services provided under this Statement of Work are performed in accordance with manufacturer specifications.

• Local Technicians: Contractor shall maintain locally based technicians trained and experienced on the hardware and software listed below.

23.1 Software

o CEM Access 2000: Technician shall have a minimum of one (1) year experience and/or certification supporting similar-sized systems and be capable of interfacing CCTV/Qognify AMS Server with CEM Access 2000 to enable video switch salvos, tours, and preset video shots triggered by alarm strings.

o Operating Systems and Tools: FEDORA CORE 10 on Linux servers and Windows Professional/Windows Server workstations technicians shall have a minimum of one (1) year experience and experience using PcAnywhere and Crystal Reports.

23.2 Hardware

o Major Hardware: Security hardware includes CEM servers, CCTV/Qognify equipment, printers, Intel-platform systems, and RAID storage. Hardware technicians shall have a minimum of one (1) year experience maintaining Intel-based PC workstations and servers with RAID arrays, monitors, printers, and modems.

24.0 Exclusions and Government Furnished Items

• Exclusions: Contractor shall not be required to provide support for equipment and/or devices not directly related to ESS or CCTV/Qognify.

• Government Furnished Items: The Government will provide, at no cost to the Contractor:

o Temporary identification that allows Contractor personnel access to sites.

o Vehicular permits to allow Contractor vehicles onto the sites.

o Workspace and access to equipment as required to perform designated tasks.

o Telephone lines required to communicate with the local business office.

o Access to all areas and spaces where components are located or installed to facilitate repair or services; access will be provided by signing out a Great Grand Master Key from the BAMC Provost Marshal’s office. Contractor assumes all costs associated with replacement of the key if lost or not returned.

o A copy of technical drawings and system manuals, as available.

25.0 Contractor Responsibilities

• Single Point of Contact: Contractor shall provide a single point of contact with full authority to act on behalf of the Contractor on all contract matters relating to service performance.

• Identification: Contractor personnel shall wear a Government-furnished identifying badge that includes, at minimum, the employee’s name and the Contractor’s name. The badge shall be worn on outer clothing between the neck and waist on the front part of the body and be visible at all times except when job safety precludes its wear.

• Appearance and Conduct: Contractor personnel shall maintain high standards of personal hygiene and a clean, neat appearance appropriate to the work environment.

Contractor personnel shall address military personnel by rank and last name or use “Sir” or “Ma’am” as appropriate.

C.9 Conflict of Interest, Conduct, and Security

26.0 Conflict of Interest

• Employment Restrictions: Contractor shall not employ any person who is a military member or an employee of the United States Government, even in the person’s off-duty status, if such employment would violate statute or standards of Ethical Conduct for Employees of the Executive Branch (5 CFR Part 2635) or applicable DoW regulations.

Contractor shall not employ relatives of Government, military, or civilian personnel who have direct or indirect association with the awarding or administration of this contract.

Contractor shall not employ any former officer or employee of the United States Government if such employment would violate law or Post-Employment Conflict of Interest restrictions (5 CFR Part 2641) and applicable DoW implementing regulations.

27.0 Conduct of Personnel

• Compliance: Contractor and its employees shall comply with applicable Federal, State, and Local laws. The Contracting Officer may require removal of any employee for misconduct, security concerns, or suspected impairment by alcohol, drugs, or other incapacitating agents. The Installation Commander may bar individuals from the Installation. Removal or dismissal shall not relieve the Contractor of the obligation to provide sufficient qualified personnel to perform contract services.

28.0 Security Requirements

• Access and Clearances: Contractor personnel entering Fort Sam Houston, Texas, shall comply with all security clearance requirements. Subject to security regulations, the Government will provide Contractor access to the Installation to perform required tasks.

Contractor personnel may encounter data covered by the Privacy Act of 1974 and shall protect such information in accordance with AR 380-5. Contractor personnel must obtain and wear Government-issued identification badges at all times while present in the facility and must obtain and appropriately display Fort Sam Houston vehicle registration for POV access to the Installation.

C.10 On-Site Spares and Manufacturer Support

29.0 On-Site Spare Parts

• Requirement: Upon award of this contract, the Contractor shall provide and store on-site, in a secure area provided by the Government, the following system components and spares:

o Spares package for RTC: motherboard, power supply, CPU, and hard drive.

o Spare ¼ Network Control Nodes (quantity as specified in the contract).

o Spare CEM Field Processors (six each).

o Additional on-site spare parts recommended by the CEM manufacturer during the tenure of the contract, as mutually agreed and documented.

• Ownership and disposition: All damaged and/or non-functional equipment replaced by the Contractor shall become the property of the Contractor and will be removed from the facility for appropriate disposition. Equipment purchased by the Contractor for this contract and not used during the contract period shall remain the property of the Contractor and shall be removed at the end of the contract, provided such equipment has not been invoiced to and paid for by the Government.

• Inventory control: The Contractor shall maintain an on-site spare parts inventory log and provide the COR with quarterly inventory status reports and immediate notification of any depletion below agreed minimum levels.

• Storage and security: The Government will provide a secure storage area for on-site spares. The Contractor shall ensure spares are stored, labeled, and secured in accordance with Government direction and applicable security requirements. The Contractor shall be responsible for environmental protection, inventory control, and periodic verification of spare part functionality as part of scheduled maintenance.

30.0 Manufacturer Support

• Support window: The CEM manufacturer shall provide software-only support during European business hours, 0830–1700 (local European time), excluding Northern Ireland public holidays.

• Contractor coordination: Due to the software support agreement and the time zone difference, the Contractor shall adjust employee work schedules as necessary during the manufacturer support window to coordinate with the manufacturer and assist in diagnosing and correcting ESS software issues. This schedule adjustment is intended to minimize Government overtime and expedite resolution of software faults.

• Manufacturer Support Coordination Plan: The Contractor shall submit a Manufacturer Support Coordination Plan to the COR within thirty (30) calendar days of contract award. The plan shall include: manufacturer contact information and support hours; Contractor staffing adjustments and on-call coverage during manufacturer support hours; procedures for logging, escalating, and tracking software incidents with the manufacturer; and expected handoff and verification procedures between manufacturer support and Contractor on-site personnel.

• Responsibility: The Contractor remains responsible for coordinating manufacturer

C.11 Deliverables and Acceptance

31.0 Deliverables

The Contractor shall provide the following deliverables in the format and schedule specified by the COR:

• Approved annual work plan and schedule.

• Quarterly MEVA test reports and corrective action logs that include HUGS alarm logs and verification steps.

• Annual system inspection report.

• Updated system drawings and topology diagrams after changes.

• Spare hard disk with current software and data secured in the Provost Marshal’s safe.

• Certification records for technicians and Project Manager qualifications.

• Monthly performance and uptime reports.

• Appendix D — Personnel Qualifications and Resumes with resumes, certifications, training records, and clearance verification for all assigned personnel.

• On-site spare parts inventory and storage verification as required by Section C.10.29.

• Manufacturer Support Coordination Plan as required by Section C.10.30.

32.0 Acceptance Criteria

Deliverables will be accepted by the COR when they meet the format, content, and timeliness requirements specified in the contract. Repairs and upgrades are accepted when systems are restored to manufacturer specifications and verified by the COR or designated Government representative.

Appendix D is the repository for personnel documentation required by the contract and is a recurring deliverable.

Required submissions prior to assignment

• Resume for each proposed individual.

• List of certifications with copies of certificates (manufacturer, vendor, network, and security).

• Training records and dates of completion.

• Proof of required clearances or documentation of ability to obtain DoW clearance.

• Point of contact for each individual (phone and email).

Ongoing requirements

• Update Appendix D within five (5) business days of personnel changes.

• Submit annual refresher training records and any new certifications obtained during the contract period.

• Provide documentation of any manufacturer upgrade training when systems are upgraded.

COR review and approval

End of Section C

Section C — Description and Specifications

C.1 Statement of Work

The Contractor shall furnish all labor, materials, tools, equipment, transportation, supervision, and management necessary to provide subject matter expertise and sustainment support to Brooke Army Medical Center (BAMC) for the Electronic Security System (ESS), Closed Circuit Television (CCTV)/Qognify, NICE Vision Pro recorders, the HUGS Infant/Pediatric Protection System, and associated network infrastructure. The Contractor is fully responsible for performance under this contract and shall comply with Department of War (DoW) requirements as applicable.

2.0 Objective

The Contractor shall provide continuous technical support, maintenance, and lifecycle services for CEM Access 2000 and Lenel access control systems, CCTV/Qognify video systems, NICE Vision Pro digital recorders, the HUGS Infant/Pediatric Protection System, and all related computer hardware and software at BAMC and identified outlying facilities. This is a mission-critical requirement. Contractor personnel shall be trained and experienced on the

• Coverage: Provide ongoing support for all ESS components including proximity readers, locks, REX devices, position switches, controllers, reader modules, cabling, servers, workstations, and network elements at BAMC and outlying buildings.

• Facilities: Support the BAMC compound including the Hospital, CoTo, Consolidated Parking Structure, ISR/BHT, Central Energy Plants 1 and 2, Fort Sam Houston Clinic, troop billets, Fisher Houses 1–4, Center for the Intrepid, and other designated buildings.

• System Description: Maintain an independent ESS network of approximately 3,500 proximity readers and control devices and a graphical monitoring map of approximately 800 secure points including roughly 500 duress buttons. The CEM Card Access System runs on Fedora Core 10 Linux servers with Windows workstations accessing CEM Access 2000.

• Upgrades and Support: Provide manufacturer-recommended support and upgrades for all hardware and software, including CEM Access 2000, Windows Professional workstations, Windows Server, Crystal Reports, and Fedora Core 10 Linux systems.

encoders/decoders, CPUs, NICE Vision Pro…