SOW_-_maintenance_only.pdf

Attachment II 15BNAS18Q1589

SOW Dated: February 2017 Page 1

STATEMENT OF WORK

Federal Bureau of Prisons

1. Needs Statement and History

The Federal Bureau of Prisons (FBoP) is seeking a forward thinking trunked, land mobile radio (LMR) system service provider that can provide: network preventative maintenance, on-site infrastructure response, infrastructure repair, technical support, centralized system management, on-site dispatch service, subscriber/mobile repair and preventative maintenance.

Maintenance service shall include, but not limited to, 24/7; 365 days a year maintenance coverage that provides a 4 hours response time, 48 hours restoration time for major system failures, subscriber repair and preventative maintenance, technical support, and fault code notification monitoring.

FBoP staff members are prohibited from caring any weapons or self-defense devices inside the secure perimeter of the institution and the subscriber radio is a primary means of communication for staff security. The FBoP has a critical requirement for the use of a dual mic, single band UHF handheld radio equipped with an emergency alarm feature that includes a body alarm button and man-down technology, which when activated is followed by an open microphone. This requirement is a life safety requirement that provides our staff a rapid means of requesting immediate emergency assistance.

The FBoP has 100 trunking infrastructure radio systems (74) SmartNet and (26) Astro 25 L Core, throughout the United States and Puerto Rico. There are (84) - 5 channel,

(6) - 7 channel, (8) - 10 channel, and (2) - 12 channel systems. Go to www.bop.gov for site locations and see example equipment description attachment for infrastructure layout.

FBoP’s subscriber fleet includes approximately 32,763 radios including batteries, chargers, accessories, and 1,114 mobile radios. See section 6.4 for maintenance requirements.

2. Project Overview

The vendor shall provide all equipment and services necessary in support of maintenance services for our land mobile radio program. Services shall include, but are not limited to:

system engineering services, fleetmapping and codeplug development, equipment installation and optimization, maintenance support, and lifecycle management.

The needs of the institutions will be defined by location as a task order, and will outline specific quantities, operating frequencies, and individual institution needs.

http://www.bop.gov/

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In building radio coverage is critical to the safety and security of FBoP personnel as well as the orderly running of our facilities. The FBoP requires that the system be scalable and provides at a minimum 95% (RF) reliability, which is an industry standard public safety practice that the FBoP demands for our personnel operating portable radio units throughout a correctional facility.

3. Two-way Radio Maintenance

The FBoP has a requirement for radio communications repair and preventative maintenance services to support the critical operation of its two way radio communications assets. This requirement must provide for diagnostics, components, and technical services necessary for restoration of defective radio equipment back to proper operating condition, consequently supporting institutional safety, security, and operational needs. The contract must cover digital, analog, conventional and trunked radio infrastructure, portable, mobile, and control products utilized by our institutions.

These radio systems are in need of life cycle maintenance services due to continual usage, technological migration needs, and the aging effects on the systems. These radio systems require fault code notification management and maintenance actions to sustain the proper operating condition and provide consistent communications service within the institutions.

In addition, there is a need for the following activities: database maintenance, talkgroup reorientation, system maintenance and administrative terminal updating, technical and operational support, fault code notification monitoring & diagnostics, software installation, and periodic system audio level optimization. These services will ensure that the system command feature-set is stabilized to system and staff usage requirements.

The FBoP radio infrastructure equipment inventory includes multiple types of trunked radio components. Responding vendors must possess expertise and support, directly or indirect ly through sub -contract ing , the capabilities to support all Smartnet and Astro 25 platforms including 3600 and 9600 baud control channels advanced trunked, analog and Astro digital Quantars, SIMS & Site Lens maintenance terminals, Genwatch, MTC3600 Controllers, 6809 Controllers, DIU’s, Centracom Gold Elite & Classic Consoles, Z Microsystems displays, and local area fault code notification extended configurations. Diagnostics and repairs are performed using current series of communications analyzers (R2670/IFR2975), and OEM factory depot tools.

A comprehensive Radio Service Maintenance Contract will allow the FBoP to control and allocate immediate or planned response to critical two-way radio system malfunctions for all institutional locations across the nation. Annual as well as routine system survey & analysis visits will be scheduled for the Bureau's scheduled system maintenance and alignment activities and immediate on-site response will be provided to critical service affecting communications operational issues, as required. Acceptance and implementation of this program will provide needed life cycle service activities to improve operation and extend the life time of mission critical trunked communications equipment.

The majority of FBoP institutions use Motorola trunking infrastructure and subscriber

SOW Dated: February 2017 Page 3 units to meet the mission of the FBoP, which is not only to safeguard society from convicted criminals, but protect the men and women task with doing this job.

Because FBoP personals don’t carry weapons or self-defense devices inside the secure perimeter of the institution, the handheld radio is the primary means for FBoP staff to announce an emergency. Rapid emergency response dictates the use of an Emergency Alarm I Body Alarm feature as the primary means of notification when an Officer requires assistance. This feature can be initiated automatically with the internal man-down feature or manually pushing the external emergency alarm on the subscriber.

It is critical that each vendor, submitting a proposal for this Statement of Work (SOW), possess the capability to execute all service requirements. Comprehensive maintenance of all assets, by one vendor, will provide the FBoP assurance that all equipment will operate reliably under all circumstances, while eliminating the possibility of non-compatibi lity between individually serviced equipment. One maintenance vendor will ensure that the FBOP management of this program will not exceed current government work loads and resources.

The FBoP employs Electronic Technicians at each institution. These technicians have the capability to serve as first responders for radio equipment malfunctions. In most instances, FBoP technicians have received factory as well as field technical training from the current system manufacture. Vendors that submit proposals tor this solicitation may utilize FBoP technicians to maintain and repair equipment identified in this SOW. The vendor will provide the support necessary to assist FBoP technicians with first response programming and troubleshooting.

This statement of work specifies the requirements tor service and the period of performance, which is a Base Calendar Year, plus four (4) 12 month option periods. Two-way radio maintenance will be segmented as follows:

1. Subscriber repair and preventive maintenance. The contractor will provide

Subscriber Repair Services at a centralized service center that can provide automatic diagnostic evaluation, factory restoration, software updating, preventative maintenance, and rapid cycle time on restorative actions required.

2. Annual System Survey and Analysis to include audio adjustment to factory specifications and provide software and installation as required for updating or optimization. A s required, will be supported during these annual visits on Site Lens, SIMs, Genwatch, Console, Subscriber, and Controller equipment. The annual system survey analysis will include the UPS and antenna systems, HVAC and generators for the RF shelter only.

3. On-site response to system outages and restoration to system malfunctions on a 24/7 service window. To provide on-site analysis and corrective actions on database or radio operations, maintenance, and administration command features set functions.

SOW Dated: February 2017 Page 4

4. Infrastructure repair. (Circuit card repair). Repairs shall be performed utilizing

Original Manufacturers repair techniques, processes and certifications.

5. Fault code notification monitoring and diagnostics for all systems.

6. Technical support to be provided to FBoP personnel in the operation and diagnostics of fielded advanced trunked infrastructure & conventional systems.

7. A centralized system management & on-site dispatch function to provide coordinated maintenance scheduling logistics support, engineering support, scheduling of all technical activities, and performance reporting on all scheduled & corrective maintenance activities provided to Institutions.

8. Lifecycle management services for system operation and sustainability of existing trunked radio systems.

9. Identification and asset tracking of LMR equipment and spares.

4. Subscriber repair and preventive maintenance.

This segment must provide for parts and labor required to return defective portable radio equipment back to proper operating condition, to support institutional safety, security, and operational needs. The contract must cover portable, mobile, and consolette products utilized by all FBoP locations. The vendor must have the capabilities, directly or indirectly through sub-contractors, to support existing XTS3000, XTS5000, and APX6000 handheld radios and all existing model mobile subscribers.

The FBoP desires to have the subscriber units supported by a service center that specializes in Federal Government communications products, with Original Equipment Manufacturer factory trained personnel, specifically on the FBoP subscriber equipment, parts and board inventories, test equipment and software diagnostics.

The service center must utilize advanced diagnostic and repair procedures advocated by the manufacturers current recommendations, and include Automated Test Equipment, factory depot & software tools to support all units rendered to this service center when service is required.

Express air shipping must be inclusive in the price of this contract to enable the FBOP to transport and track covered equipment to and from the service center in an expedient time frame.

Restoration time of product failures is of extreme importance to the FBoP. Such service restoration should be performed within 72 hours pending parts availability from the OEM manufacturer. Past performance of restoration times must be demonstrated.

The service center shall perform a preventative maintenance examination on each unit rendered for remedial service. In addition, the service center shall be required to perform an annual preventative maintenance inspection on covered equipment when rendered. The

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FBoP will assist with setting up and executing the preventative maintenance scheduling.

Portable radio service coverage shall be inclusive of subscriber batteries, antennas, and knobs when found to be below manufacturer’s standard operating condition. These batteries shall be of nickel-cadmium chemistry or Linthicum Ion equal to or better rating than the defective one being replaced.

Mobile radio service coverage shall be inclusive of control head, speaker, and standard microphone.

Provide r adio service software and subscriber programming software to each institution covered under service coverage commensurate with institutions inventory and licensing approvals. The radio service software shall be available through an online site.

Contractor will expedite parts ordering when necessary to insure expedited shipment to service center for reduction of downtime.

Contractor will utilize accurate and calibrated test equipment.

5. Subscriber Maintenance Clarifications and Exclusions:

The contractor shall provide repair parts to support FBoP subscriber inventory through their commercial life-cycle. Where parts are not available for a legacy model under contract, the vendor will return the unit to the FBoP and remove the unit from contract. If a product cannot be supported adequately due to age or type, the vendor will advise the FBoP as soon as this knowledge is available.

All covered subscriber units will be sent to the service center as complete units, (with battery and antenna) to allow for complete diagnostic and repair service.

Provide worldwide-web site access for repair status availability for FBoP usage and repair status tracking.

The contractor must have the capability and certification to service Type I and Ill encrypted secure modules as designated by FBoP for repair coverage.

The Contractor shall be Factory Mutual Certified in the proper servicing of "intrinsically safe" rated subscriber products.

The Contractor's service repair facility must have IS09002 (International Organization for Standardization) registration and audit certification with factory mutual authorization to insure worldwide internationally established quality standards devised specifically for service providing industries.

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6. System Survey and Analysis.

The Federal Bureau of Prisons has 100 Motorola radio systems installed in separate institutions throughout the nation. These radio systems require preventative and remedial maintenance actions and audio level adjustments in order to return them to the proper operating condition needed to maintain consistent communications service within the institutions. In addition, there is an occasional need for database and talkgroup reorientation within trunked systems administrative computer peripherals, in order that the command feature set is stabilized to system and staff usage requirements.

Infrastructure optimization will provide one annual operational test and alignment on all of the FBoP's radio systems (infrastructure or fixed infrastructure equipment only) to ensure the Equipment meets original manufacturer's specifications. All testing and alignments that require a disruption in radio system service may require other than normal business hours to accomplish . The majority of the optimization will be performed during standard business days and hours.

The contractor must have deployable field technologist & engineering teams to assist with resolution of critical infrastructure issues and oversee system optimization, audio level adjustments on a scheduled basis. Contractor must be able to demonstrate they have t h e c a p a b i l i t y t o s u p p o r t the Original Equipment Manufacturers product engineers to resolve critical system and life-cycle issues.

A. At a minimum, the contractor will:

• Perform scheduled and corrective maintenance and realignment of system data and audio linkages

• Provide on-site analysis and corrective actions on database or radio operations, maintenance, and administration command features set functions as individually required

• Provide and install firmware and software upgrades and enhancements

• Notify The FBoP of any possible System downtime needed to perform this service

• Physically inspect the infrastructure Equipment in the system (equipment cabinets, general circuitry, fault indicators, cables, and connections)

• Remove any dust, and/or foreign substances from the Equipment

• Clean filters, if applicable

• Measure, record, align, and adjust the Equipment parameters in accordance with the manufacturer's service manuals and the Rules and Regulations of the Federal Communications Commission (FCC), where applicable

B. The FBoP will:

• Authorize and acknowledge any System downtime

• Cooperate with the vendor and perform all acts that are reasonable or necessary to enable the vendor to provide the optimization services for the FBoP.

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7. On-site response to system outages and restoration to system malfunctions.

On-Site Infrastructure Response with Local Dispatch Service will provide an on-site technician responding 24/7; 365 days a year with maintenance coverage providing a 4-hour response time and 48-hour restore time on major system failures.

Major system failure will consist of:

-33% of System down -33% of Site channels down -Site Environment Alarms (smoke, access, temp, A/C Power)

The vendor will respond to non-emergency within 24 hours of notification during normal business hours for:

-Significant System Impairment -Intermittent problems -Parts Questions -Upgrades -System problems presently being monitored

The vendor's technician will perform first echelon service, provide information to the FBoP regarding system conditions, remove failed components for repair, and reinstall new or reconditioned components.

The personnel hired by the vendor to accomplish this segment must be fully qualified to service and maintain equipment according to the standards established by the equipment manufacturer. Additionally, the servicing personnel must be factory trained in the latest maintenance procedures and techniques.

Restoration and maintenance for this segment is specified for each FBoP institution infrastructure and will include, but not limited to:

Base Station(s) and Repeater(s) Central Electronics Bank(s) Computer(s) Console(s) Controller(s) Digital Interface Unit(s) Digital Signaling Modem(s) Touchscreen monitor(s) Servers (GAS and VMS) Software upgrades, restoration, and enhancements Media converters (T1, console, remote network terminal)

8. Infrastructure repair. (Circuit card repair)

Infrastructure repair provides certified repair service to Motorola and third party infrastructure equipment. The equipment will be serviced to the component level by a

SOW Dated: February 2017 Page 8 service center that specializes in Federal Government communications products, with expert technical personnel trained specifically on the FBoP infrastructure equipment, parts and board inventories, test equipment and software diagnostics. The service center must utilize advanced diagnostic and repair procedures advocated by the Manufacturers current recommendations.

The vendor will:

• Replace malfunctioning components with new or reconditioned assemblies within 24 hours to remedy a critical outage.

• Verify that the repaired equipment is returned to the manufacturers specifications, as applicable.

• Perform functional testing

• Return infrastructure equipment to the original equipment manufacturer for repair services.

• Provide necessary software updates as required

9. Fault code notification monitoring

The vendor shall supply a set of hardware, software, and services required for remote monitoring and maintenance support for the system. System monitoring is critical in helping to minimize system downtime. The vendor must be capable of monitoring the system 24 hours per day, 7 days per week. Fault code notification Monitoring Service will electronically monitor specific elements of the System for Events. When an Event is detected, it is forwarded to the vendors System Support Center using system specific monitoring tools.

The System Support Center will be staffed with trained technologists, who acknowledge the event, run available diagnostic routines, and initiate a notification response to a defined BOP point-of-contact at each institution.

10. Technical Support

Technical Support will provide FBoP personnel with centralized telephone support for the operation and diagnostics of fielded advanced trunked infrastructure & conventional systems that require a high level of communications expertise or troubleshooting for infrastructure equipment on a 24 hour-per-day, 7 days-per-week basis. Technical support will include ticket tracking and management.

11. Centralized Management and Dispatch

The contractor shall provide a single point of contact to coordinate FBoP service activity. A single point of contact will guarantee that the maintenance, repair, and services defined in this SOW are congruent. Centralized services will insure that troubleshooting activities that are not successful via telephone support are escalated to the contractor's on-site response for system outages and restoration of identified malfunctions. Dispatch will organize on-site responses, system survey & analysis, software updating or restoration, infrastructure repair and evaluate Site Sentry data. Centralized Management will provide the same single point of contact for delivering written reports for onsite service trips, malfunction resolutions, and quarterly subscriber functions.

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12. Lifecycle Management Services

The vendor will provide to FBoP the software, hardware and implementation services required to provide continuous operability and sustainment of the existing communication equipment to prevent obsolescent of equipment. Service will include minor software updates (patch releases) which may include commercial operating software and application software patches and service pack updates when available. Service will include Microsoft Windows and Server OS, Red Hat Linux, Sun Solaris and OEM software service packs. The vendor agrees to provide only patch updates that have been analyzed, pre-tested and certified by the OEM vendor to ensure they are compatible and do not interfere with the current network functionality.

13. Identification and Asset Tracking

The vendor shall provide a method of tracking FBoP LMR equipment and spare parts inventory.

The equipment will be identified and tracked during the staging process before leaving contractor’s location. Asset tracking will include both new equipment as well as existing equipment located at the current 100 facilities. Asset tracking will include information such as serial numbers, model numbers, quantities and FBoP deployment location. The equipment is to be verified annually during the routine system survey and analysis at the designated FBoP locations. An annual report is to be provided to FBoP Central Office Rep of equipment inventory.

14. Additional Conditions and Clarifications

An attached list shall identify all FBoP assets to be included in this SOW. This is an example of the FBoP’s current fleet. The proposing vendor should submit an example of their system platform and include all equipment need to produce a functional system.

Repair Parts Availability: Repair Parts Availability: The vendor shall have direct or indirect (sub-contractor) access to manufacturer's components, boards, assemblies and parts to reduce the risk of extended system operational downtime.

Test Equipment: The vendor shall have sufficient test equipment to ensure swift and effective adjustment and repair of radios and fixed infrastructure. Test equipment must meet all manufacturer's and NTIA requirements. All test equipment, upon request, shall be made available for inspection by FBoP representatives.

Contractor will provide the FBoP Contracting Officer Representative (COR) with an inventory accounting spreadsheet after every accepted addition or deletion to the contract. This accounting will show quantity and type of inventory covered per FBoP location, with a summary of monthly charges per location.

Contractor will provide regular monthly written updates to FBoP COR as to activity and issues transacted during previous period.

15. Payment and Administration:

Billing statements will be provided to the FBoP on a monthly basis, reflecting the equipment

SOW Dated: February 2017 Page 10 under contract service provisions for the period stated. Terms of payment are net 30 from invoice date, however, proposal offer of discount terms are not discouraged and may be considered by the FBoP at award.

Contract additions and deletions can be made to the covered inventory on a date prior to their addition or removal from service coverage via Contractors inventory adjustment format, as authorized by the BOP Contracting Officer Representative (COR).