1. PHX_AreaOffice-VoIP-SOW.docx

Phoenix Area centralized Voice over Internet Protocol (VoIP) Statement of Work (SOW)

Description:

Centralized VoIP system for the Phoenix Area Indian Health Service. Highly available system to support 15 physical locations.

Background:

IHS Phoenix Area office provides IT services to eleven regional areas referred to as service units. Service units are located across central Arizona, northern Nevada and Northwestern Utah. The facilities range from small ambulatory care clinics to full service hospitals. Most of the facilities are located on Indian reservations. The existing 15 locations are currently running Cisco Unified Communication (UC) systems of various age and configuration. The central system will include Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), and Singlewire InformaCast for Paging.

Scope:

Contractor to provide equipment identified in the equipment list. A highly available Cisco Unified Communication Manager, Cisco Unity Connection, and Singlewire InformaCast paging will be implemented at the Central DataCenter located in Phoenix, AZ. There will be 15 additional locations that will have VoIP phones, dedicated Voice router, and analog voice gateways deployed, along with a Central InformaCast paging system with remote broadcast paging gateways. Each site will have their own PRI circuit provided by a local Exchange Carrier. The contractor will unbox, mount, and place all equipment in the designated locations at each site. There are remote sites that will not be getting any hardware and are currently tied into the main Phoenix Area office site. These 2 locations will be a remote cutover.

Design:

The initial start of the project will start with the Design Phase. This will consist of a design workshop to understand the business requirements regarding features, migration, risks, overall expectations, and key success criteria for all the locations to agree upon a standard design that supports all the calling features required at all the locations. This information will aid in the design for the backend calling infrastructure, as well as standard templates for configuration of the endpoints. A cohesive and standard deployment will be agreed upon for all locations and be determined at this time. A Low Level design will then be generated and approved by IHS prior to implementation.

Implementation:

The vendor is to unbox and rack/stack the new infrastructure hardware and establish network connectivity to existing IHS network switches. The VG Gateways are to be installed using existing 25pair Amphenol cables at each site that calls for them. VG Gateways to be cross connected with site requirements up to 24 or 48 port cross connects depending on the gateway specified for each site. The vendor will also unbox and place all telephones through the facilities per IHS provided guidance and extension lists. InformaCast Paging gateways are to be configured and placed at each location that is calling for them.

Configuration:

The vendor is to configure CUCM/Unity Virtual Machines per best practices for the size of deployment to allow for redundancy and resiliency of the Area Phone system including SRST configuration. The configuration will be to the design document that will be generated during the design phase of the project. The latest stable version of CUCM and Unity are to be deployed. Configure DRS backup of Phone system. Validate configuration prior to site cutovers. InformaCast paging server will be deployed and configured centrally with specific group’s setup for each location as to not interfere with other sites.

IPv6 The Offeror's solution shall comply with the IPv6 standards profile as defined by the NIST USGv6 Program: https://www.nist.gov/programs-projects/usgv6-program

Cutover:

Each site will cutover from existing VoIP system over to the new Central CUCM cluster on a planned, supported schedule. With no more than one location cutover per day. Vendor to provide support of the sites to ensure that there are no problems with the system after cutover. Once all cutover issues have been resolved, the government will determine a success.

Continued/Sustained Support:

Vendor to provide pricing for 4 option years to ensure compliance with IHS security and HIPPA requirements and at the discretion of IHS to patch, upgrade, troubleshoot, optimize the system, or to provide additional knowledge transfer to allow IHS to better manage the system.

Warranty:

All equipment shall come with a 5 year warranty except the end station phones, those shall be 12 months.

Documentation:

Vendor to provide detailed as-built documentation for the implemented solutions, as well as quick guides for day to day adds/moves/changes for users, numbers, phones, and voicemail boxes tailored to the deployment.

Vendor Requirements:

Must be authorized Cisco reseller and install must be performed by a Cisco gold partner with expertise with Unified communication.

Equipment Shipping Locations:

Phoenix Area Office (Phoenix, AZ)

· Central Servers/Licensing

· ISR Router

· VG gateway(s)

· Paging Gateway

· IP Phones

· IP phone Expansion Module(s) Parker Indian Health Center (Parker, AZ) (Equipment for Parker, Peach, Supai, Chemehuevi, & Moapa. Equipment for these 5 sites will all ship to the main Parker site for government inventory, then government will ship the equipment to the individual sites)

· ISR Router

· VG gateway(s)

· Paging Gateways

· IP Phones

· IP phone Expansion Module(s)

Southern Bands Health Center (Elko, NV)

· ISR Router

· VG gateway(s)

· Paging Gateway

· IP Phones

· IP phone Expansion Module(s) Fort Duchesne Health Center (Ft. Duchesne, UT)

· ISR Router

· VG gateway(s)

· Paging Gateway

· IP Phones

· IP phone Expansion Module(s) Hopi Health Care Center (Polacca, AZ)

· ISR Router

· VG gateway(s)

· Paging Gateway

· IP Phones

· IP phone Expansion Module(s) Ft. Yuma Health Center (Winterhaven, CA)

· Paging Gateway

· IP Phones Reno OEH office (Reno, AZ)

· ISR Router

· VG gateway(s)

· IP Phones

· IP phone Expansion Module(s) Nevada Skies Youth Wellness, Center (Wadsworth, NV)

· ISR Router

· VG gateway(s)

· Paging Gateway

· IP Phones

· IP phone Expansion Module(s) Desert Visions Youth Wellness Center (Sacaton, AZ)

· ISR Router

· VG gateway(s)

· IP Phones

· IP phone Expansion Module(s)

Physical addresses for installation.

Phoenix Area Office 40 N. Central Ave Suite 504 Phoenix, AZ 85004 Parker Indian Health Center 12033 Agency Rd Parker, AZ 85344 Peach Springs Health Center 943 Hualapai Way Peach Springs, AZ 86434 Supai Clinic 1 Main St Supai, AZ 86435 Chemehuevi Clinic 1970 Palo Verde Drive Havasu Lake, CA 92363 Irene Benn Health Clinic (Moapa, AZ) #10 Lincoln Street Moapa, NV 89025 Southern Bands Health Center 515 Shoshone Circle Elko, NV 89801 Fort Duchesne Health Center 6932 E 1400 S Fort. Duchesne, UT 84026 Hopi Health Care Center Hwy 264, MP 388 PO Box 4000 Polacca, AZ 86042 Ft. Yuma Health Center 401 E. Picacho Road Winterhaven, CA 92283 Reno OEH office

Nevada Skies Youth Wellness, Center 104 Big Bend Ranch Road Wadsworth, NV 89442 Desert Visions Youth Wellness Center 198 S. Skill Center Road Sacaton, AZ

Equipment:

Please reference the attached spreadsheets for equipment breakdown.

Trash removal:

Vendor to provide pricing for trash removal from each of the install sites. This trash will be the packing boxes that the equipment is delivered in as well as any other packing material for the new equipment. It will be the government discretion if the individual sites will exercise the option. This item should be called out as a specific line item for each installation location.

Section 508 and Accessibility:

This product must conform to the Revised Section 508 (https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines) and WCAG 2.0 Level AA standards as outlined below.

Solicitations for supplies and services shall require the submission of a Section 508 Product Assessment Template. The template can be found at https://www.itic.org/policy/accessibility/vpat.

352.239-73 Electronic Information and Technology Accessibility Notice.

(a) As prescribed in HHSAR 339.203-70(a), the Contracting Officer shall insert the following provision:

Electronic and Information Technology Accessibility Notice (December 18, 2015)

(a) Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d), as amended by the Workforce Investment Act of 1998 and the Architectural and Transportation Barriers Compliance Board Electronic and Information (EIT) Accessibility Standards (36 CFR part 1194), require that when Federal agencies develop, procure, maintain, or use electronic and information technology, Federal employees with disabilities have access to and use of information and data that is comparable to the access and use by Federal employees who are not individuals with disabilities, unless an undue burden would be imposed on the agency. Section 508 also requires that individuals with disabilities, who are members of the public seeking information or services from a Federal agency, have access to and use of information and data that is comparable to that provided to the public who are not individuals with disabilities, unless an undue burden would be imposed on the agency.

(b) Accordingly, any offeror responding to this solicitation must comply with established HHS EIT accessibility standards. Information about Section 508 is available at http://www.hhs.gov/web/508. The complete text of the Section 508 Final Provisions can be accessed at http://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-section-508-standards.

(c) The Section 508 accessibility standards applicable to this solicitation are stated in the clause at 352.239-74, Electronic and Information Technology Accessibility.

In order to facilitate the Government’s determination whether proposed EIT supplies meet applicable Section 508 accessibility standards, offerors must submit an HHS Section 508 Product Assessment Template, in accordance with its completion instructions. The purpose of the template is to assist HHS acquisition and program officials in determining whether proposed EIT supplies conform to applicable Section 508 accessibility standards. The template allows offerors or developers to self-evaluate their supplies and document—in detail—whether they conform to a specific Section 508 accessibility standard, and any underway remediation efforts addressing conformance issues. Instructions for preparing the HHS Section 508 Evaluation Template are available under Section 508 policy on the HHS website http://www.hhs.gov/web/508.

In order to facilitate the Government’s determination whether proposed EIT services meet applicable Section 508 accessibility standards, offerors must provide enough information to assist the Government in determining that the EIT services conform to Section 508 accessibility standards, including any underway remediation efforts addressing conformance issues.

(d) Respondents to this solicitation must identify any exception to Section 508 requirements. If a offeror claims its supplies or services meet applicable Section 508 accessibility standards, and it is later determined by the Government, i.e., after award of a contract or order, that supplies or services delivered do not conform to the described accessibility standards, remediation of the supplies or services to the level of conformance specified in the contract will be the responsibility of the Contractor at its expense.

Standards The included standards that must be met for this contract are taken from the following two resources. Compliance with these standards is mandatory for Federal agencies subject to Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d).

· Section 508 Standards and Guidelines: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines

· Web Content Accessibility Guidelines (WCAG) 2.0: https://www.w3.org/TR/WCAG20/ Software Accessibility - Non-Web Based

· All WCAG A & AA Success Criteria apply – EXCEPT the following:

· 2.4.1 Bypass Blocks

· 2.4.5 Multiple Ways

· 3.2.3.Consistent Navigation

· 3.2.4 Consistent Identification

· 502 Interoperability with Assistive Technology

· 503 Application

· 602 Support Documentation

· 603 Support Services

· 302 All Functional Performance Criteria - Note: Applies when Chapter 5 does not address one or more functions of ICT (E204), or when an agency invokes "equivalent facilitation" (E101.2) Hardware Accessibility

· 404 Preservation of Information Provided for Accessibility

· 405 Privacy

· 406 Standard Connections

· 407 Operable Parts

· 409 Status Indicators

· 410 Color Coding

· 411 Audible Signals

· 602 Support Documentation

· 603 Support Services

· 302 All Functional Performance Criteria - Note: Applies only when Chapter 4 does not address one or more functions of ICT (E204), or when an agency invokes "equivalent facilitation" (E101.2)) Support Documentation Accessibility

· E602.1 General - Documentation that supports the use of ICT shall conform to 602.

· E602.2 Accessibility and Compatibility Features - Documentation shall list and explain how to use the accessibility and compatibility features required by Chapters 4 and 5. Documentation shall include accessibility features that are built-in and accessibility features that provide compatibility with assistive technology.

· E602.3 Electronic Support Documentation - Documentation in electronic format, including Web-based self-service support, shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

· E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

· E602.3 Electronic Support Documentation - Documentation in electronic format, including Web-based self-service support, shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

· E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

· E603.1 General - ICT support services including, but not limited to, help desks, call centers, training services, and automated self-service technical support, shall conform to 603.

· E603.2 Information on Accessibility and Compatibility Features - ICT support services shall include information on the accessibility and compatibility features required by 602.2.

· E603.3 Accommodation of Communication Needs - Support services shall be provided directly to the user or through a referral to a point of contact. Such ICT support services shall accommodate the communication needs of individuals with disabilities.

· WCAG – All WCAG 2.0 A & AA Success Criteria

EXCEPTION:

· Non-Web documents shall not be required to conform to the following four WCAG 2.0 Success Criteria: 2.4.1 Bypass Blocks, 2.4.5 Multiple Ways, 3.2.3 Consistent Navigation, and 3.2.4 Consistent Identification.

· E205.4.1 Word Substitution when Applying WCAG to Non-Web Documents. For non-Web documents, wherever the term "Web page" or "page" appears in WCAG 2.0 Level A and AA Success Criteria and Conformance Requirements, the term "document" shall be substituted for the terms "Web page" and "page". In addition, in Success Criterion in 1.4.2, the phrase "in a document" shall be substituted for the phrase "on a Web page".

· Appendix A – Section 508 of the Rehabilitation Act: Application and Scoping Requirements

· E208 Support Documentation and Services

· Appendix C – Functional Performance Criteria and Technical Requirements

· 302 - Functional Performance Criteria

· 602 – Support Documentation

· 603 – Support Services Functional Performance Criteria

· 301.1 Scope - The requirements of Chapter 3 shall apply to ICT where required by 508 Chapter 2 (Scoping Requirements), 255 Chapter 2 (Scoping Requirements), and where otherwise referenced in any other chapter of the Revised 508 Standards or Revised 255 Guidelines.

· 302.1 Without Vision - Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that does not require user vision.

· 302.2 With Limited Vision - Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited vision.

· 302.3 Without Perception of Color - Where a visual mode of operation is provided, ICT shall provide at least one visual mode of operation that does not require user perception of color.

· 302.4 Without Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that does not require user hearing.

· 302.5 With Limited Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited hearing.

· 302.6 Without Speech - Where speech is used for input, control, or operation, ICT shall provide at least one mode of operation that does not require user speech.

· 302.7 With Limited Manipulation - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that does not require fine motor control or simultaneous manual operations.

· 302.8 With Limited Reach and Strength - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that is operable with limited reach and limited strength.

· 302.9 With Limited Language, Cognitive, and Learning Abilities - ICT shall provide features making its use by individuals with limited cognitive, language, and learning abilities simpler and easier.