Attachment_2_Wireline_Services_Program_PWS.pdf

FOR OFFICIAL USE ONLY

FEMA WIRELINE SERVICES PROGRAM

Performance Work Statement

30 March 2018

1.0 Introduction

Purpose

The purpose of this requirement is to provide local telecommunication equipment and services to support FEMA infrastructure in the Continental United States (CONUS) and outside the Continental United States (OCONUS), which will enable the agency charged with the centralized direction of emergency management to fulfill its mission.

FEMA Mission and Organization

FEMA’s mission is to support our citizens and first responders to ensure that as a nation we work together to build, sustain, and improve our capability to prepare for, protect against, respond to, recover from, and mitigate all hazards.

FEMA has more than 5,000 full time employees. They work at FEMA headquarters in Washington D.C., at regional and area offices across the country, the Mount Weather Emergency Operations Center, and the National Emergency Training Center in Emmitsburg, Maryland.

FEMA also has nearly 4,000 standby disaster assistance employees who are available for deployment after disasters.

Chief Information Officer (CIO) Mission

The CIO supports the FEMA mission by providing leadership and management of all forms of telecommunications support for FEMA staff deployed in emergencies. The CIO is responsible for managing all telecommunications contracts used by FEMA to provide support through contractor services. The purpose of this initiative is to provide continuing contractor telecommunications support for FEMA during both disaster and non-disaster conditions.

1.1 Scope:

The Contractor shall provide local telecommunications voice, data and video services, audio and video teleconferencing equipment, miscellaneous ancillary equipment such as cables and connectors, and maintenance services to FEMA. All services procured shall be compliant with the National Institute of Standards and Technology (NIST), Department of Homeland Security (DHS) and FEMA policies, standards and/or guidelines. The geographic scope is in CONUS and OCONUS under all FEMA mission conditions.

Utilizing FEMA provided equipment and access credentials, the Contractor will physically logon to FEMA’s centralized ordering system in order to accept service orders. In accordance with issued service orders, the Contractor shall provide, deliver, and install Intra-LATA equipment and services; Section 3.1 provides a list of the required services. These include, but are not limited to: 2 Way dial service (Analog & Digital), Intra-LATA (Local Access and Transport Area) voice and data services at T-1 (1MB) and higher bandwidths, Dark Fiber, DID and DOD services, ISDN-BRI services, Off Premises Extension (OPX), local broadband services (DSL, Cable) and Satellite TV Broadcast Service, and ancillary equipment such as cables and connectors, and maintenance associated with service.

The Contractor shall furnish all services, qualified experienced personnel, material, equipment, and facilities, not otherwise provided by the Government, as needed to perform under this contract and meet the requirements specified in this Performance Work Statement (PWS). These services shall include network engineering and technical support services incidental to the installation, delivery, and maintenance of telecommunications services.

The Contractor shall furnish all services described within this Performance Work Statement by using resources that the Contractor owns, controls, operates, and manages or using services the Contractor acquires from another service provider and resells under this contract. The Contractor shall provide certain management and technical services that may be identified by the Government in support of local telecommunications services.

The Contractor shall provide analog and digital telecommunications services with the capacity and capability to meet FEMA’s current and future requirements. Specific services and service locations will be described in individual and site-specific service orders to be issued under this contract. Service locations, as dictated by the dynamics of the Government, may be expanded or reduced over the contract period.

The Contractor shall be responsible for managing and coordinating all aspects of service delivery, quality, interconnection, and maintenance. Given the rapid pace of communications technology, a number of services and applications are expected to emerge during the contract period. As the commercial infrastructure evolves and new services become available, the Government intends to add new services to this contract to maintain the technical adequacy of its communication systems.

The scope of this award includes the Department of Homeland Security (DHS), FEMA and all other component agencies within DHS, and will be made available to other agencies based upon an Interagency Agreement between FEMA and other agencies. The Contractor shall accept and deliver all valid service or delivery orders from any of these entities when issued by an authorized agency contracting officer.

1.1.1 Service Locations

The Contractor shall provide services to all existing FEMA locations in and outside the United States during emergency and non-emergency conditions. Figure 1 shows FEMA’s regional organization structure. Table 1 lists the states within each FEMA region.

In addition, the Contractor shall provide services to other locations within this same geographic area at which FEMA requests services for new permanent offices or temporary disaster locations that will be detailed in specific service orders. The following are examples of FEMA activities that are unique in nature and may require support through future site-specific service orders:

• Disaster Response Operations

• COOP Mission

• Devolution Mission

• Emergency Evacuation Mission

• Pandemic Flu Missions

Figure 1. FEMA’s Regional Organization Structure.

Table 1 – States within FEMA Regions

• FEMA Region 1 o Connecticut o Massachusetts o Maine o New Hampshire o Rhode Island o Vermont

• FEMA Region 2 o New Jersey o New York o Puerto Rico o Virgin Islands

• FEMA Region 3 o Washington DC o Delaware o Maryland o Pennsylvania o Virginia o West Virginia

• FEMA Region 4 o Alabama o Florida o Georgia o Kentucky o Mississippi o North Carolina o South Carolina

• FEMA Region 5 o Illinois o Indiana o Michigan o Minnesota o Ohio o Wisconsin

• FEMA Region 6 o Arkansas o Louisiana o New Mexico o Oklahoma o Texas

• FEMA Region 7 o Iowa o Kansas o Missouri o Nebraska

• FEMA Region 8 o Colorado o Montana o North Dakota o South Dakota o Utah o Wyoming

• FEMA Region 9 o Arizona o California o Hawaii o Nevada o Pacific Islands

Guam American Samoa Federated States of Micronesia Republic of the Marshall Islands Commonwealth of the

Northern Mariana Islands

• FEMA Region 10 o Alaska o Idaho o Oregon o Washington

• FEMA Headquarters (Washington, DC)

1.2 Project Background and Objective:

1.2.1 Program History

High quality and reliable telecommunications services have been essential to FEMA operations since the agency’s inception. A combination of wireline and wireless communications services are used to fulfill the agency’s requirements for voice, data and video communications.

Commercial telecommunications carriers have provided such services through various contractual arrangements over the years. Wireline and wireless communications have been obtained through separate contracts.

1.2.2 The Current Contract

The incumbent Contractor provides a variety of telecommunication commodities and services in support of emergency and non-emergency FEMA operations. Additionally, the contractor furnishes its own system (hardware and software) for managing its wireline support (ordering, billing consolidation, inventory tracking, etc.).

The incumbent provides FEMA with local telephone equipment and services to support FEMA facilities in permanent (fixed sites) and disaster locations. These include: 2 Way dial service (POTS), Intra-LATA (Local Access and Transport Area) voice and data services at T-1 (1MB) and higher bandwidths, DID and DOD services, ISDN-BRI services, Off Premises Extension (OPX), local broadband services (DSL, Cable) and TV Broadcast Service.

The incumbent Contractor is responsible for payment of all wireline telecommunications services invoices utilizing its own capital. The incumbent Contractor consolidates invoices from the various end service providers and provides a consolidated invoice that provide detailed billing data in an electronic format to FEMA. FEMA reviews and verifies invoices.

1.2.3 Objectives

• Provide local wireline telecommunications voice, data and video services, audio and video teleconferencing equipment, miscellaneous ancillary equipment such as cables and connectors, and maintenance services to FEMA.

• Maintain local connectivity in CONUS and OCONUS under all FEMA mission conditions.

• Ensure the most technologically effective, commercially advanced and cost effective intra-lata equipment and services solutions. The Contractor is expected to maintain current knowledge about the latest technology developments and propose to FEMA innovative and cost-effective solutions on a continuing basis during the term of this contract.

• Facilitate FEMA’s adoption of new telecommunications technologies commercially available today and those that become available during the term of this contract where they will improve services, enhance reliability, and provide costs savings.

• Ensure that proposed intra-LATA equipment and services can adapt to and comply with NIST, DHS and FEMA policies, standards and guidelines.

• Promptly resolve trouble reports and manage trouble-shooting issues with all vendors related to intra-LATA equipment and services with minimal impact on customers. Ensure the primary service provider maintains formal relationships with local carriers, affiliates, contractors, or other service providers, such that the local carriers, affiliates, contractors or other service providers can work with the primary service provider to ensure that no gaps in service shall impact service delivery, service performance, or contractual compliance.

• Ensure that all mission critical services that have a Telecommunications Service Priority (TSP) assignment receive priority attention by the service vendor before any non-TSP service.

• Ensure no loss of service or functionality during transition, non-emergency and surge conditions, such as a disaster and other emergency/escalated conditions.

• Transition existing services as appropriate within 60 days of award.

• Ensure accurate and timely invoicing.

2.0 Acronyms

CLID – Calling Line Identification CONUS – Continental United States COR – Contracting Officer’s Representative COTS – Commercial Off-the-Shelf CPE – Customer Premise Equipment DHS - Department of Homeland Security DID – Direct In Dial DISCO – Defense Industrial Security Clearance Office (r) DOD – Direct Out Dial DWDM -Dense Wavelength Division Multiplexing EIT – Electronic and Information Technology EOD – Entry on Duty FEMA – Federal Emergency Management Agency FEMA CISO – FEMA Chief Information Security Officer GOTS – Government Off-the-Shelf HLS EA – Homeland Security Enterprise Architecture IAA – Inter Agency Agreement IDIQ – Indefinite Delivery Indefinite Quantity IMAC – Installations, Moves, Changes and Maintenance Services ISSO – Information System Security Officer JFO – Joint Field Office LPR – Lawful Permanent Residence MPOE – Minimum Point of Entry MRC – Monthly Recurring Charge NRC – Non-Recurring Charge NSEP – National Security Emergency Preparedness NTMS – National Telecommunications Management Structure OAST – Office on Accessible Systems and Technology OCONUS – Outside the Continental United States ODC – Other Direct Cost POA&M – Plan of Action & Milestones RCA – Root Cause Analysis RECC – Regional Emergency Communications Coordinator SIP – Session Initiation Protocol SOPR – Service Order Proposal Requests TOPR – Contract Proposal Requests TSP – Telecommunications Service Priority

3.0 Specific Performance Requirements

3.1 Services

The Contractor shall utilize advanced technology to provide the highest level of reliability and uninterrupted service for 24 hours a day 7 days per week. The Contractor shall ensure the services provided under this contract do not require the end users to purchase common service premise equipment. The Contractor shall comply with specific performance requirements of service orders issued by FEMA authorized representatives under each of the following conditions:

(a) Normal: Non-disaster

(b) Priority: Includes conditions in which expedited service is required as well as Pre-

Declaration Surge conditions.

(c) Disaster: Conditions during response to a declared disaster, all Disaster Operations Centers and sites specified on individual service or delivery orders.

Detailed performance requirements are specified in Section 5.0.

The Contractor shall be capable of providing the following types of services or their functional equivalent where they are commercially available:

• Analog and Digital Business lines

• Primary Rate Interface (PRI) (23B+1D), (24B), (23B +back up D Channel) ISDN with

Automatic Number Identification (ANI)

• Basic Rate Interface (BRI) (2B+D)

• DSO (56kpbs/64kbps)

• DS1 (1.544 Mbps)

• DS3 (47Mbps)

• Multiplexed DS3

• OC 3, OC 12, OC 48, OC 192

• Gig E

• Ethernet Metro Area Network (MAN)

• Satellite TV

• DSL Services

• DWDM

• Dark Fiber

• Higher line speeds when available

• Direct In Dial (DID) number Blocks;

• Direct Out Dial (DOD) Trunking, DID Trunking, and two-way trunking;

• Telecommunications Service Priority (TSP) System

• Access to Intra-Lata areas

• Monthly billing information on magnetic or optical media

• Analysis, Engineering & Implementation

• Site surveys for potential disaster field operations sites

FEMA recognizes that telecommunications technologies and end-user services are in a period of rapid change. Some new services such as IP-based services are available in some localities today and during the life of this contract may become more widely available. Some legacy services may be replaced by new and more cost-effective services. The Contractor may propose alternatives to any of the traditional wireline services listed above to deliver functionally equivalent capabilities for voice, video, and data communications. These may be proposed to address the entire geographic scope or specific locations. Any such proposal shall describe each alternative service, the Non-Recurring Charge (NRC) and Monthly Recurring Charge (MRC), as well as the items and unit costs of any new Customer Premise Equipment (CPE) that would be required.

3.1.1 Transport Facilities

Transport facilities shall include direct out dial (DOD) trunks, direct in dial (DID) trunks, two-way trunks, DS0, DS1, DS3, ISDN BRI/PRI, OC3 and higher speeds.

3.1.2 PBX Transport Requirements

The Contractor shall provide transport and transport-related facilities for Government-owned PBXs. Transport related facilities include blocks of DID numbers, calling line identification, and equal access to long distance networks.

3.1.3 Calling Line Identification (CLID)

The Contractor shall provide outgoing CLID of all lines, where it is commercially available.

CLID information shall be used for commercial toll calls, Government inter-city network usage, and public network accessed Emergency 911 correlation applications. The line number shall be identical to the listed public telephone number. CLID shall be furnished on a per line basis.

Where available, the Contractor shall provide caller-activated CLID suppression for outgoing calls.

3.1.4 Numbering Plans

All service offerings shall conform to the North American Numbering Plan. Numbering plans shall provide for five or less digit dialing for internal station-to-station calls and be compatible with existing feature access codes and the public switched network.

3.2 Administrative and Managed Services

3.2.1 Administrative Services

The Contractor shall respond to and resolve all reported troubles within the required timeframes identified in Section 5.0. The Contractor shall maintain service delivery to ensure that it meets the Government’s requirements and appropriate industry standards. The Contractor shall maintain an up-to-date call down list of FEMA Security approved technicians who will be available to access secure FEMA facilities.

Maintenance that is required to identify or correct a failure caused by Government-owned facilities or equipment shall be brought to the attention of the FEMA COR and include the following information: name and location of the end user, description of the problem, and associated costs, if any. If requested, the Contractor shall provide the FEMA COR access to the Contractor's trouble report as a means of documenting the trouble resolution. The Contractor shall provide trouble ticket information in a format compatible with FEMA’s Remedy system.

The Contractor shall provide a toll free trouble reporting number that is available 24 hours per day and an escalation plan with names, titles, and contact information for appropriate individuals who may be contacted in the event of an emergency.

3.2.2 Billing and Reports

The Contractor shall provide a consolidated monthly invoice and raw-data upload information in electronic format compliant with the requirements of FEMA’s centralized ordering system.

• All data communications services shall be ordered through FEMA’s centralized ordering system with referenced Task Orders.

• Contractors will be trained on the system workflow, reporting, and general interface.

• The system can only be accessed remotely with connection to the FEMA network.

• Contractors will take orders through the system and enter quotes for services into the system.

The Contractor shall provide the consolidated monthly invoice in accordance with standard FEMA guidelines specified in the Standard Clauses Section of this solicitation.

In addition, the vendor shall also provide back-up data electronically to FEMA that includes:

CLIN Number FEMA organization (i.e. Response and Recovery, Protection and National Preparedness, or Disaster, if this is a disaster bill) as identified on service order FEMA location (i.e. FEMA HQ, FEMA Region IV, FEMA Mount Weather) Type of service (i.e. T-1, DID block, ISDN line, etc.)

Minutes and cost of usage if applicable Telecommunications Service Priority (TSP) code and charge if applicable Account Number Unique Billing Identifier (Primary ID), if applicable Secondary ID, if applicable

This data may be provided through a Contractor ordering system that the Government can access; on a CD, or through uploads into an electronic FEMA system.

3.2.3 Maintenance of Records

The Contractor shall maintain inventory records of services delivered by location and service type for a period of one (1) year. As a component of the Contractor’s Transition-Plan (Section 4.1, the Contractor shall convey to the Government all current records and other pertinent documentation during the final week of this contract.

3.2.4 Inventory Management

The Contractor shall provide and maintain an inventory management system to track by location, Agency Hierarchy Code, usage, equipment, services, and features provided under this contract.

The Contractor shall provide system inventory monthly. FEMA will periodically send out the inventory to regional offices, Joint Field Offices, and program offices to validate continuing requirements.

3.2.5 Work Area Management

The Contractor shall ensure equipment rooms, wire closets, and all other work areas at Government locations are left in a clean, orderly, and neat state. The Contractor’s responsibility is limited to cleaning up disorder and trash created by its personnel.

For wiring/telephone closets, the Contractor shall clearly label wires and circuits used to provide services in order to provide the Government the ability to identify and trace the physical installation of a particular line or group of lines. The Contractor shall ensure these labels are legible and current at all times.

3.2.6 Organizational Management

The Contractor shall provide an efficient organization capable of managing all resources needed to carry out the requirements of this contract. The Contractor shall identify the individuals responsible by name, title, telephone numbers (during and after hours), facsimile numbers, and e-mail addresses for each location.

3.3 Additional Administrative and Technical Support during Disasters

If the program office is required to ramp up administrative and technical support services under this contract to support disaster response activities, the additional support shall be provided on a FFP basis as part of the Additional Administrative and Technical Support during Disasters

CLIN.

The Contractor shall support the National Security Emergency Preparedness (NSEP) Plan and employ processes, procedures, and network capabilities to provide network facility augmentation and restoration during NSEP events consistent with the National Telecommunications Management Structure (NTMS) and the Telecommunications Service Priority (TSP) System or any subsequent TSP replacement system for providing TSP restoration, TSP provisioning, and TSP level change. The Table below provides the number of TSP’s issued the past three (3) years.

Year (FY) # of TSP's 2015 41 2016 38 2017 87

When required, the Contractor shall provide prioritized service provisioning and restoration to station lines designated as “critical” by the Government.

The applicable Government representative or Regional Emergency Communications Coordinator (RECC) will establish liaison with the Contractor and develop procedures for utilization of communications resources prior to, during, and following an emergency or disaster. In the event the Contractor cannot provide the required service within the period specified, the RECC will obtain the required service from other available sources without penalty under the clauses of this contract. The Contractor shall not undertake contingency stocking of equipment or components to meet this requirement.

3.4 Demarcation Points for Service Delivery via Cable/Wiring

The demarcation point for services (with the exception of proprietary CPE or orders specifying a different demarcation point) is the building minimum point of entry (MPOE). MPOEs will be defined as needed at transition/implementation. Any other demarcation point will be included on the individual service order, whether at the proprietary CPE station jack or other location as specified. The Service Delivery Point for all services will be adjacent to the Government provided terminal block.

3.5 Protection from Voltage and Current Spikes

The Contractor shall ensure installed equipment is protected from damage due to voltage or current spikes from any source.

3.6 Management and Technical Services

The Contractor shall provide certain management and technical services and materials on a Fixed Price (FP) basis in support of other requirements included in this Contract. Such services may include IT services, telecommunications system planning, design, engineering, cost analysis, telecommunications devices and materials and other services as identified in individual service orders or delivery orders issued by the Contracting Officer. Such orders will describe the services, materials, deliverables, time schedule, and location(s) where such services and materials are to be delivered. The Contractor will provide a detailed response including a technical description and cost estimate within 5 business days of receipt of the order.

3.7 Special Considerations Regarding Services

Under this contract, FEMA will be the “owner of record” for all wireline telecommunications services, including those provided by other telecommunications services companies, typically Local Exchange Carriers. The contractor will process all service orders from authorized FEMA representatives and arranges with the appropriate service providers to deliver the required services. Monthly invoices for all of the various services are to be sent to the contractor, who will consolidate the billing information and circuit data and deliver them to FEMA in electronic format. The contractor will be permitted to store paper copies of monthly invoices that contribute to the consolidated billing information in the contractors government provided workspace for a period of up to one (1) year. All paper copies older that one (1) year will be required to be stored in contractor provided space. The contractor is responsible for payment of all wireline telecommunications services invoices. Payments are then made by FEMA to the contractor for all verified and approved invoices.

3.8 Testing Requirements:

(a) Testing means that part of inspection that determines the properties or elements, including functional operation of services/supplies or their components, by the application of established industry standards, scientific principles and procedures. At a minimum, testing associated with the installation of a switched voice line(s) should ensure the numbers are correct and calls can be placed and received via the service. The Contractor shall, using the nomenclature provided, classify, conduct and provide the Government with information resulting from all functional, performance, and interoperability tests sufficient to ensure the service is operational. Failure to meet the requirements of any portion of a test shall be deemed a failure of the entire test.

(b) Upon completion of installation test(s), the Contractor shall notify the authorized Government representative in writing that these tests have been completed, as this marks the beginning of the 30 day acceptance period described in 3.8.2.

(c) For service not previously provided by the Contractor at the required location or when establishing new service, the Contractor shall provide the FEMA COR an electronic copy of the Functional Test Certification no later than 5 calendar days after the cutover of services. Any outstanding exceptions or discrepancies shall be identified. Plans for resolution of the exceptions or discrepancies and the completion date for implementation of those plans shall be included in the Certification. The Certification shall state that all service/system tests were completed according to established industry standards and that the service is operational. Beginning of the 30-day acceptance period shall not start until all deficiencies are corrected.

3.8.1 Standards and Guidelines

The Contractor shall inspect all services and equipment, as well as test all equipment to assure that the standards, regulations, and guidelines addressed in Section 3 are met.

3.8.2 Acceptance Test Period

The 30-day period will begin when the requirements in 3.8(b) are met and not before the service is required by the Government. Service will be considered acceptable if the Government does not identify problems within the 30-days after notification. Exceptions and full monetary adjustments will be made if it is apparent that the service installation was never completed.

3.9 Ancillary Support and Services

The ancillary support described herein may only be included in an order when it is integral to and necessary to fulfill the requirements of any service order. Such support and services may include, but not be limited to equipment such as cables, connectors, racks and mounts and similar items, technical and engineering services, construction, alterations and repair.

3.10 Data Rights:

1. Citations to pertinent laws, codes and regulations such as 44 U.S.C chapters 21, 29, 31 and

33; Freedom of Information Act (5 U.S.C. 552); Privacy Act (5 U.S.C. 552a); 36 CFR Part 1222 and Part 1228.

2. Contractor shall treat all deliverables under the contract as the property of the U.S.

Government for which the Government Agency shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest.

3. Contractor shall not create or maintain any records that are not specifically tied to or authorized by the contract using Government IT equipment and/or Government records.

4. Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected by the Freedom of Information Act.

5. Contractor shall not create or maintain any records containing any Government Agency records that are not specifically tied to or authorized by the contract.

6. The Government Agency owns the rights to all data/records produced as part of this contract.

7. The Government Agency owns the rights to all electronic information (electronic data, electronic information systems, electronic databases, etc.) and all supporting documentation created as part of this contract. Contractor must deliver sufficient technical documentation with all data deliverables to permit the agency to use the data.

8. Contractor agrees to comply with Federal and Agency records management policies, including those policies associated with the safeguarding of records covered by the Privacy Act of 1974. These policies include the preservation of all records created or received regardless of format (paper, electronic, etc.) or mode of transmission (e-mail, fax, etc.) or state of completion (draft, final, etc.).

9. No disposition of documents will be allowed without the prior written consent of the

Contracting Officer. The Agency and its Contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. Records may not be removed from the legal custody of the Agency or destroyed without regard to the provisions of the agency records schedules.

10. Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, this contract. The Contractor (and any sub-contractor) is required to abide by Government and Agency guidance for protecting sensitive and proprietary information.

4.0 Deliverables.

The Contractor shall provide the deliverables as described in this section and in Section 5.0. The format for various reports and other deliverables will be specified by the authorized Government representative. Acceptable electronic formats for Contractor deliverables shall be Microsoft Word, Excel, PowerPoint, PDF, or ASCII text.

4.1 Transition Services

4.1.1 Transition-In Plan

Offerers shall provide with the proposal a Transition-In Plan and milestone schedule describing its action plan including technical and management procedures to execute a timely and seamless transition of all current services from the incumbent contractor to ensure minimum administrative burden on customers and minimum disruption in services.

4.1.2 Final Transition-In Plan

Within 10 days following award, the selected Contractor shall revise and update the Transition Plan and milestone schedule for transitioning current services. The Plan shall provide for the transition of existing services within 60 days of award. The Plan shall provide for a weekly progress report that identifies actions completed and those in process relative to each milestone.

The weekly report shall describe corrective action to be taken in the case of any milestone date that is not met.

4.1.3 Transition-Out Plan

Offerers shall provide with the proposal a Transition-Out Plan describing its action plan including technical and management procedures to execute a timely and seamless transition of all future services to the then-selected contractor or to the Government following the termination of this contract within 30 days of notice to terminate.

4.1.4 Implementation Plans

For any new, non-disaster service requirements that occur during the transition-in period, the Contractor shall provide an implementation plan for each location within 15 calendar days after receipt of order. The Government will provide the location, line count, agency phone numbers, and other information needed to facilitate the plan.

For each plan, the Contractor shall identify and sequence major activities necessary to deliver service. The plan may include station surveys, site preparations, cutover, testing, installation, etc.

In addition, the Contractor shall develop a milestone schedule that identifies all necessary steps to completing the order and the applicable completion dates.

4.2 Wireline Services

The Contractor shall provide all services described in Section 3 and as specified on individual service orders or delivery orders issued by the Government during the term of this Contract. All such services shall be delivered in accordance with the detailed performance requirements specified in Sections 5.2 and 5.3.

4.3 Reports and Other Deliverables

The Contractor shall provide all of the deliverables on the schedule as specified in Section 5, Table 5.0.

5.0 Deliverable Schedule

5.1 Required Delivery Schedule

The Government requires deliverables be provided in accordance with the following schedule:

Table 5.0 Deliverable Schedule

ITEM DESCRIPTION PERIOD

Service deliveries report

Summarizes service requests for current billing period. This report will include each service usage compared to the full capacity of service ordered.

Monthly unless otherwise designated by contract

Initial service price quote

Contractor’s official response and cost proposal to Government to deliver services

Normal: Five days after request received by Contractor Priority: 2 Days after request received by Contractor Disaster: With one (1) hour for TSP disaster orders (Also note contractor may request pre-price quote meeting)

Service Order The service order is received by Acknowledgement of receipt of acknowledgement the Contractor via FEMA’s centralized ordering system. A work order may be for products or services. The Contractor provides written acknowledgement of service order to customer and

COR.

Service Order within 24 hours of issuance. The Contractor may request additional information no later than two workdays after receipt of order

Firm Order Commitment Notice

Written notification that provides the date the order is to be completed.

Immediately following Contractor’s knowledge of firm order completion date

Order completion notices

Written notification of service initiation and shall include all UBIs and CLINS to be billed.

Immediately following completion of work order, update order status in FEMA’s centralized ordering system.

Weekly status meeting

Representatives from Contractor meet with Government representatives to discuss accomplishments, planning, and outstanding issues. These outstanding issues will include all services with sixty (60) days or less of funds remaining per its related order.

Weekly

Consolidated invoice report

Combining several accounts into one billing account and format. In electronic format compatible with FEMA’s centralized ordering system.

Monthly (based on 30 day billing period)

Report of service outages

Written notification of service outage to include service ID, reason for outage, and proposed solutions.

Within 24 hours of outage.

Issue credits for service outages

Consolidated credit service outage report

Within three billing cycles of outage resolution

Consolidated credit status tracking report

Summarizes all outstanding credits or debits

Monthly by the 10th workday of each month.

Notification to COR of emergency restoration action

Written notification to COR detailing Root Cause Analysis (Section 5.3) and associated resolution

Within 3 days of following restoration

Toll Calls summary report

Written notification which summarizes monthly charges incurred by toll calls

Monthly by the 10th workday of each month

Implementation plans

Contractor written plan for execution of contract services

Within 15 days after receipt of order for new service related to normal/non-disaster conditions Transition plans Contractor’s written plan for transition in and transition out activities

Revised and updated on an as-required basis

System Inventory Reports

Service inventory provided by location, office, or disaster

On an as-required-basis

Summary report of billed charges

Summary of billed charges provided by location, office, or disaster

Monthly

Call Detail Record (CDR) report

Detailed report describing calls in, calls out, length, destination, and cost for individual wire line assets.

On an as-required-basis

Trouble Reports Detailed report describing number of trouble calls, type, length of call, and resolution status

By the 10th calendar day following the end of each month

Ad hoc reports as specified in a service delivery order

Content and format specified in service delivery order

On an as-required basis

5.2 Performance Standards for Installations and Changes

The Government requires the following performance standards for installations and changes services under this contract. Service interval is calculated in workdays from the date the order is provided by the government. The maximum intervals are listed. Work will be completed within the interval unless a longer period is requested by the FEMA Contracting Officer’s Representative.

Table 5.2 Performance Standards for Installation and Change Services

ACTIVITY NORMAL PRIORITY

[1] DISASTER Acceptable

Quality Level

(AQL)

Monitoring Method

1. Installation of an analog/digital line or line with features (PWS Section 3.1)

5 days 2 days * 24 hour service

No more than 1% of orders do not meet order requirements or specified delivery time frame

Random sampling of all orders for services

2. Installation of cabling (PWS Section 3.4)

5 days 2 days * 24 hour service

No more than 1% of orders do not meet order requirements or specified delivery time frame

Random sampling of all orders for services

3. Add/change/delete subscriber feature or class of service (PWS Sections 3.1)

3 days 1 day * 24 hour service

No more than 1% of orders do not meet order requirements or specified delivery

Random sampling of all orders for services

ACTIVITY NORMAL PRIORITY

[1]

DISASTER Acceptable Quality Level

(AQL)

Monitoring Method time frame

4. Installation of basic trunk, BRI, and DS0 service (PWS Section 3.1)

10 days 3 days * 24 hour service

No more than 1% of orders do not meet order requirements or specified delivery time frame

Random sampling of all orders for services

5. Installation of

ISDN PRI (PWS

Section 3.1)

30 days 15 days * 24 hour service

No more than 1% of orders do not meet order requirements or specified delivery time frame

Random sampling of all orders for services

6. Installation of DSL service (PWS Section 3.1)

15 days 10 days * 24 hour service

No more than 1% of orders do not meet order requirements or specified delivery time frame

Random sampling of all orders for services

7. Site Surveys for potential new locations (PWS Section 3.1)

15 days 10 days * 24 hour service

No more than 1% of orders do not meet order requirements or specified delivery time frame

Random sampling of all orders for services

8. Installation of DS3 service (PWS Section 3.1)

45 days 10 days * 24 hour service

No more than 1% of orders do not meet order requirements or specified delivery time frame

Random sampling of all orders for services

9. All other non-specified services/service-related items, including equipment as needed to fulfill a specific requirement (PWS Section 3.1)

Negotiable Negotiable Negotiable No more than 1% of orders do not meet order requirements or specified delivery time frame

Random sampling of all orders for services

[1] Priority service may be ordered during the pre-declaration surge period or whenever service is required to be expedited.

*Unless a different time is mutually agreed upon by both the Government and the Contractor

5.3 Performance Standards for Operation and Maintenance Services of all delivered telecommunications services and ancillary equipment.

The Government requires the following performance standards for operation and maintenance of all delivered wireline telecommunications services and ancillary equipment. This includes the requirement to provide 24X7 technical support to all organizational levels within FEMA.

The Contractor shall provide well-trained and technically qualified support personnel as well as technical and management processes capable of ensuring ongoing operation of all delivered services and promptly resolving technical support and trouble reports from FEMA managers and end users. The Contractor will maintain an up-to-date call down list of FEMA Security approved qualified technicians who will be available to access secure FEMA facilities.

The Contractor shall comply with specific performance requirements for service issues reported by FEMA authorized representatives under each of the following conditions:

(a) Normal: non-disaster

(b) Priority: includes conditions in which expedited service is required as well as Pre-Declaration

Surge conditions

(c) Disaster: conditions during response to a declared disaster, all Disaster Operations Centers and sites specified on individual service or delivery orders.

Upon closure of all reported service issues, the Contractor will provide the Government with a comprehensive Root Cause Analysis (RCA) within 3 business days of repairing the reported service.

6.0 Government Furnished Items and Services.

The Government will provide space where available to house circuit terminating equipment such as channel service units and terminating blocks. The Contractor shall coordinate all equipment installations with and obtain approvals from the designated FEMA representative prior to installation.

All existing items of Customer Premise Equipment (CPE), e.g. telephone handsets, conference telephones, inside wiring, distribution frames, are the property of FEMA and will be available to the Contractor as needed to deliver the required services.

6.1 Equipment Removal

All Contractor-provided equipment, accessories, and devices located on Government property shall be dismantled and removed from Government premises by the Contractor at the Contractor’s expense, within 90 calendar days after the expiration of this contract. Exceptions to this requirement shall be pursuant to a bilateral agreement between both parties.

6.2 Taxes, Fees and Surcharges

6.2.1 Taxes

With respect to any “after imposed Federal taxes” identified by the Contractor in accordance with the FAR clause 52.229-3, the Government will pay any state and local taxes applicable to telecommunications services delivered under this contract, with the following exceptions:

(a) Taxes from which the Federal Government is expressly exempt under the authorizing state statute or local ordinance

(b) Any state or local tax whose legal incidence of taxation is on the Federal Government

6.2.2 Fees and Surcharges

The fixed unit prices under this contract shall exclude fees and surcharges imposed by the Federal Communications Commission, California Public Utilities Commission, or other authorized jurisdiction. Fees and surcharges that are chargeable to the Federal Government will be eligible for pass-through treatment, but not treated as “taxes” for purposes of the FAR clause 52.229-3.

Only those fees and surcharges on Attachment 7 Pricing Schedule A: CLIN Tables shall be itemized in the Contractor’s monthly invoice. No new fees or surcharges or increases to existing fees or surcharges shall be billed to the Government until the contract is modified to incorporate the new fees or surcharges or increases to the rates of current fees or surcharges.

Within 60 days of award and annually thereafter, the Contractor shall provide to the FEMA Contracting Officer an updated, itemized list of fees and surcharges applicable to the Federal Government and itemized in its monthly invoices. The list shall include the name of each fee or surcharge, jurisdiction by name, reference to the statutory source, and applicable rate. The Contractor shall provide to the FEMA Contracting Officer copies of all statutes or ordinances changing or imposing new fees or surcharges within 30 calendar days of the Contractor’s identification of such statutes or ordinances.

6.3 Permits

The Contractor shall, without additional expense to the Government, be responsible for obtaining any necessary licenses, certifications, and permits, and for complying with any applicable federal, state, county, and municipal laws, codes, and regulations, in connection with the performance of the contract.

6.4 Scheduling of Work

6.4.1 Non-Emergency Conditions

At least 5 days prior to installation, the Contractor shall arrange the details for access to premises; delivery and storage of any materials and equipment; use of approaches, corridors, stairways, and elevators; and other similar matters through the FEMA designated POC.

6.4.2 Emergency Conditions

Within 24 hours of receipt of an order the Contractor shall contact the FEMA designated POC as the on-site coordinator for the particular location to arrange the details for access to premises;

delivery and storage of any materials and equipment; use of approaches, corridors, stairways, and elevators; and other similar matters.

6.5 Availability of Equipment

All Contractor-provided equipment shall be the latest in design and in current production, have previously been successfully installed and operated, and meet the following requirements prior to installation.

(a) Be commercially available as an “off-the-shelf” item requiring no further development.

(b) Be successfully tested or demonstrated in the commercial or Government marketplace as meeting the intended usage requirement(s).

6.6 Tariffs

Tariffs required to be filed in connection with any resultant service or delivery order shall be provided to and certified by the FEMA Contracting Officer, within 45 days prior to the filing by the Contractor, that there are no terms and conditions in the filing that are inconsistent with or supplemental to the service or delivery order terms and conditions.

6.7 Technological Refreshment Substitutions

During the course of this contract, the Contractor shall propose for the Government’s consideration Technological Refreshment Substitutions for any provided services that may become available as a result of technological improvements. In addition, the Government may solicit and the Contractor is encouraged to propose independently, engineering changes to the requirements and types of services under this contract. These changes may be proposed to save money, to improve performance, to save energy, or to satisfy increased requirements.

The Government may, at any time during the term of this contract, or any extension thereof, modify the contract to acquire the services that are similar to those under the basic contract and that the Contractor has formally announced for marketing purposes. This action is considered to be within the scope of the contract.

The Government may require the Contractor to perform a Live Test Demonstration of the substitute services for conformance. The Government is under no obligation to modify the contract in response to the proposed substitutions or engineering changes. Such substitutions or engineering changes may include a part or all of a given system provided that the following conditions are met and substantiated by documentation in the Technological Refreshment Substitutions proposal:

(a) The proposed services shall meet or exceed the applicable technical specifications of this contract.

(b) The proposed services shall meet or exceed the capacity, performance, or functional characteristics of the currently installed services to be replaced.

(c) The substitution shall be at least as (or more) cost effective than the services to be replaced.

(d) The cost of changes to hardware, software, and/or existing data files and databases not specifically addressed in the proposal shall be the responsibility of the Contractor.

(e) The Contractor’s proposal shall include:

(1) A description of the difference between the existing service order requirement and the proposed change and the comparative advantages and disadvantages of each,

(2) Itemized requirements of the service order which must be changed if the proposal is adopted and the proposed revision to the service order for each such change,

(3) An estimate of the changes in performance and cost, if any, that will result from adoption of the proposal,

(4) An evaluation of the effects the proposed change would have on collateral costs to the Government, such as Government-furnished property costs, costs of related items, and costs of maintenance and operation,

(5) A statement of the time by which the change order adopting the proposal must be issued so as to obtain the maximum benefits of the changes during the remainder of this contract. In addition, any effect on the service order completion time or delivery schedule shall be identified,

(6) Discuss the impact on training, maintenance, documentation, other software, other hardware, existing data files and databases, and delivery schedules.

(f) Technological Refreshment Substitutions and Engineering Change proposals submitted to the FEMA Contracting Officer will be processed expeditiously. The Government will not be liable for proposal preparation costs or any delay in acting upon any proposal submitted pursuant to Section 6.7. The Contractor has the right to withdraw, in whole or in part, any engineering change proposal not accepted by the Government within the period specified in the proposal.

(g) The FEMA Contracting Officer may accept any substitution or change proposal submitted pursuant to any technology refreshment substitutions by giving the Contractor written notice thereof. This written notice will be given by issuance of a modification to this contract.