Attachment_2_Performance_Work_Statement_(PWS)_April_19,_2018.docx

ATTACHMENT 2

DEPARTMENT OF HOMELAND SECURITY (DHS)

PERFORMANCE WORK STATEMENT (PWS)

FOR

FEMA WIRELESS SERVICES

Contents

PART 1: GENERAL

Background

The FEMA Wireless Services Program is an existing, ongoing program that provides FEMA employees the wireless equipment and services necessary to meet the requirements of their jobs.

FEMA has more than 5,000 full time employees and nearly 9,000 standby disaster assistance employees who are available for deployment after disasters. The nature of FEMA’s work is such that its personnel work outside of offices much of the time, including remote locations where wireless services are the only available means of communicating in a timely manner. Therefore, High-quality and reliable telecommunications services have been essential to FEMA operations since the agency’s inception.

FEMA intends to award multiple Indefinite Delivery Indefinite Quantity (IDIQ) contracts. Task orders will be competed among the awardees. Sole source task orders may be issued if there is unusual and compelling urgency or national security concerns. Task orders will be issued on a Firm-Fixed-Price basis.

Scope

The work to be performed under the contract includes:

· Service coverage and wireless connectivity, for an average of 20,000 devices, at any and all FEMA fixed and temporary locations in the continental United States (CONUS) and outside the continental United States (OCONUS) to support FEMA’s unique day-to-day and disaster response missions. The required service areas include territories within FEMA Region IX which are: American Samoa and Guam, the Commonwealth of the Northern Mariana Islands, the Republic of the Marshall Islands and the Federated States of Micronesia and territories in FEMA Region II which are: Puerto Rico and the U.S. Virgin Islands.

· Provision of wireless voice and data equipment

· Provision of Mobile Communication and Application Services

· Engineering, design, planning, and installation of any network extension devices or in-building solutions that are required to enhance the coverage area and/or signal strength to an acceptable level consistently of three (3) bars or greater in FEMA occupied spaces

· All Providers are required to own their own network(s).

OBJECTIVE

FEMA’s objective for the Wireless Services Program is to provide technologically advanced, effective, and cost-efficient commercial wireless telecommunications solutions to support FEMA’s all-hazards mission. This objective includes the provision and maintenance of wireless connectivity, including but not limited to, wireless voice and data airtime, devices, service activations, account management, comprehensive reporting capability, and lifecycle support for devices (cellular phones, pagers, tablet computers, air cards, wireless handheld multifunctional devices, etc.) anywhere in the CONUS and OCONUS, including temporary disaster locations under all emergency or non-emergency conditions. The primary source of service shall be commercial cellular infrastructure augmented by rapid response deployable assets (e.g. Cell-on-Wheels) in emergency situations, when necessary.

APPLICABLE DOCUMENTS

1.41 Compliance Documents

The following documents provide specifications, standards, or guidelines that must be complied with in order to meet the requirements of this contract:

· HLS EA Technical Reference Model (TRM) Standards and Products Profile... Note: The following link is a FEMA intranet site that is not Contractor accessible. Awarded Contractor(s) will be provided access once individuals are FEMA badged. FEMA can address any questions related to the subject upon request. https://intranet.fema.net/org/ms/ocio/aees/EA/Pages/FEMATRM.aspx

· Office of Management Budget Memorandum (OMB) M-05-22, August 2, 2005 https://georgewbush-whitehouse.archives.gov/omb/assets/omb/memoranda/fy2005/m05-22.pdf

· DHS Data Management Policy Management Directive (MD) 103-01, August 25, 2014 https://www.dhs.gov/sites/default/files/publications/08.%20Directive%20103-01%20Enterprise%20Data%20Management%20SIGNED%2008-25-2014.pdf

· National Institute of Standards and Technology (NIST) Special Publication 500-267, July 2008 https://www.nist.gov/sites/default/files/documents/itl/antd/usgv6-v1.pdf

1.5 PERFORMANCE REQUIREMENTS SUMMARY

This contract includes a Performance Requirements Summary (PRS) in PWS Section 9.0. The PRS plays an integral role in the administration of the contract. In addition to any applicable inspection clauses or other related terms and conditions contained in the contract, the PRS shall serve as a primary tool for inspection and acceptance of services as facilitated by the Contracting Officer’s Representative (COR). Evaluation of the Contractor’s overall performance shall be in accordance with the performance standards set forth in the PRS, and will be conducted by the COR. The PRS constitutes a material aspect of the contract and will not be changed or otherwise modified without prior written approval of the Contractor and the Contracting Officer (CO).

1.6 OVERARCHING REQUIREMENTS

Contractor Relationships The Contractor shall maintain 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 service or coverage gaps are limited to the highest possible degree and to ensure minimal impact on service delivery, service performance, and contractual compliance. The Contractor shall provide a Small Business Utilization Plan to the Contracting Officer.

Technology Refreshment Equipment shall be eligible for technology refreshment after twelve (12) months of service. If an eligible employee requests a new device, the Contractor shall provide the newest standard model, at no additional cost to the Government. In a normal situation, devices will be upgraded piecemeal, as users request it. There will normally be no mass upgrades, and employees will not be upgraded unless they or their supervisor or IT manager request the upgrades. There may be exceptions. For example, if a device becomes obsolete and no longer supported by the manufacturer, or poses an IT security risk, then FEMA may assign a project team and perform mass upgrades, normally phased by location, and by organization within a large location such as headquarters.

Price Reductions The Contractor shall honor any promotions and/or special incentives offered to commercial customers per Task Order. If devices are disconnected, then the Contractor shall not bill the Government for disconnected devices.

Additional Fees No additional fees will be allowed by the wireless Contractor, such as, but not limited to:

a. Roaming (with the exception of international voice or data usage exceeding the data package)

b. Activation

c. Termination (aka disconnection)

d. Suspension

e. Re-activation

f. International Usage (when rate plan add is not requested from FEMA)

Lost or Stolen Equipment The Contractor shall terminate service and billing for lost or stolen equipment within 3 hours of notification.

Warranty/Defective Devices The Contractor shall provide a credit and/or replacement for all equipment delivered, and up to one year after delivery, under the terms of this contract that is found to be defective upon receipt of a written or electronic certification from the contracting officer or their designated representative that describes the equipment and the defect. Devices shall be replaced at no additional charge to FEMA within one week of notification of a defective device with understanding that due to security policies, FEMA cannot return equipment to the Contractor.

Seed Stock The Contractor shall provide seed stock for all $0 cost equipment as requested by FEMA.

International Usage Contractor shall block International usage on all lines. When International usage is required, FEMA will send an order to the Contractor to add this feature to specific wireless lines. If overages occur on lines that did not have the feature activated by FEMA, FEMA will not be billed for the unauthorized charges.

FEMA will fund the estimated amount of international usage on the baseline task order normally issued each quarter, or more frequently, if there are continuing resolutions. When activation of an international phone is required, the COR will issue technical direction to do the activation, or issue the phone, if it is already activated. Activation is required within 4 hours of receiving an order between Monday through Friday 8-5 PM. Activation may be required during evening and business hours if international phones are to be used in response to a disaster in a location requiring international service, such as Guam or Saipan.

Coverage for Alaska, Pacific Islands, Caribbean, and Other Remote Areas.

The Contractor shall provide coverage for FEMA field offices and warehouses in United States island territories, Alaska, and other remote locations. If the prime contractor does not have coverage in those areas, then the prime contractor must make use of sub-contracts to provide the necessary coverage for FEMA employees working in Alaska, the Pacific Islands, the Caribbean, and any other areas not covered by the prime contractor.

PART 2: SPECIFIC REQUIREMENTS/TASKS

2.1 TASK ONE. SERVICE DELIVERY

The Contractor shall provide and deliver wireless telecommunications services and equipment, including but not limited to, wireless voice and data airtime, devices, service activations, account management, comprehensive reporting capability, and lifecycle support for devices (cellular phones, pagers, tablet computers, air cards, wireless handheld multifunctional devices, etc.) anywhere in the CONUS and OCONUS, including temporary disaster locations under all emergency or non-emergency conditions.

The vendor shall be capable of providing services in areas with no existing service or to re-establish service to areas that have lost service (e.g. disaster damage).

If the contracted services are unavailable, for any reason, under emergency or non-emergency conditions, the wireless service provider is required to initiate service restoration actions immediately, at no cost to the Government. If FEMA determines the service outage will impact its ability to conduct its mission, the FEMA OCIO staff will notify the service provider of the emergency service outage.

In the event of any service outages where the wireless service provider has received a service outage notification from FEMA, and the service outage is expected to continue without resolution for a period of 48 hours or longer, the wireless service provider shall convene a daily meeting via conference call to discuss the service outage resolution status with FEMA designated officials (OCIO staff, ESF-2, affected Region staff, etc.). The daily meeting shall continue until the service outage is resolved or until a FEMA OCIO representative determines the meeting is no longer required.

All equipment orders received shall be shipped with each individual device labeled with device mobile number and end user name as provided. The ordering minimum and maximum quantities is described in Sections 52.216-18 and 52.216-19 for ordering.

The ordering minimum and maximum for non-disaster and disaster orders is described below:

1. Non-disaster orders:

a. Minimum quantity is one device, including activation of an existing device

b. Maximum quantity is 50,000 devices, which will normally include continued service for existing devices.

2. Disaster orders:

a. Minimum quantity is one device, including activation of a single device.

b. Maximum quantity is 10,000 devices per order. There may be multiple orders for a single disaster.

FEMA requires at least 90% of equipment and service orders supporting non-emergency conditions processed, activated, and delivered FOB destination within 24-48 hours of Contractor receipt and the remaining 10% within 48-96 hours.

FEMA requires 95% of equipment and service orders to support emergency conditions processed and activated within 2 hours of Contractor receipt, 24x7x365 and equipment orders shipped next day with overnight delivery FOB destination and the remaining 5% processed and activated within 8 hours of Contractor receipt, 24x7x365 and equipment orders shipped no later than next day with overnight delivery FOB destination.

FEMA requires a response to a request for quote for in-building solutions within two weeks of receiving the request for quote.

Attachment 1 is a list of current wireless equipment and associated services requirements. This is a one (1) year contract with four (4) 12 month option periods, so it is expected that technology will change during a five year time frame. The scope of this contract will include any wireless technology that is a successor to today’s wireless technology. For example, in the incumbent contract, iPhones replaced Blackberries during the life of the contract.

Wireless Voice and Data Equipment and Services Requirements:

a. Cell Phone (Ruggedized and with Push-to-Talk as required)

b. iOS Smartphone (Ruggedized case with holster and car charger accessories included; with Push-to-Talk as required)

c. iOS Tablet computer with cellular service (Ruggedized case and car charger accessories included)

d. iOS Tablet computer without cellular service (Ruggedized case and car charger accessories included)

e. Seed Stock provided for all included equipment

f. Push-to-Talk service with web-based FEMA Talk Group administration capability to include individual and group texting and phone and system contact list management

g. Air card / MiFi

h. Network extender

i. Voice Service Plan (with pooled minutes)

j. Unlimited Voice and Data Service Plan (minimum 3G data service)

k. International Voice Service Plan

l. Unlimited Data Service Plan (minimum 3G data service)

m. Simultaneous Voice and Data on Wireless Devices (minimum 3G data service)

n. Throttled Mobile Broadband Data Service Plan

o. Non-Throttled Mobile Broadband Data Service Plan

p. Free Mobile-to-Mobile to all service provider affiliates

q. International Data Service Plan includes mobile Hotspot

r. Text Messaging

s. Text Messaging with “Blast” capability

t. Tethering

u. Site Survey for in-building solutions

v. Dedicated Bi-Directional Amplifier Technician

w. Included Cell phone, iOS, Android Smartphone, and Tablet Wall Chargers

x. Included Cell phone, iOS, Android Smartphone, and Tablet Car Chargers

y. Included Cell phone, iOS and Android Smart Phone Headsets

z. Included iOS and Android Smart Phone Ruggedized Case w/ holster

aa. Included iOS and Android Tablet Ruggedized Case

ab. iOS and Android Tablet Keyboard Case

ac. iOS and Android Smartphone Extended Battery Case

ad. Included SIM Cards (this applies to SIM cards needed for all devices offered; no limit on quantities and/or timeframe of orders)

ae. Cell Phone, iOS, and Android Smart Phone High Capacity Batteries

af. Wireless Priority Service (WPS)

ag. Ability to effectively block phone features on designated phones on a case-by-case basis

ah. Wireless Battery Charging Tower

ai. Cell Phone with both cellular and satellite triangulation capabilities

a. Global Positioning Service (GPS) Service Plan

b. Adjustable update control as frequently as every minute even when devices are stationary

aj. Store and forward locations when out of range controls

ak. GPS Tracking Service (Web based and accessible)

a. Programmable location updates down to one-minute intervals

b. Geo-fencing capability

c. Breadcrumb maps: to display historical positions of GPS devices

d. Customizable map displays with zoom in and zoom out ability

e. Customizable Reports: Route, location and breadcrumb reports

f. Data Archival for reports

g. Data import and export through Excel

al. Batch Control of GPS Tracking Service Remotely:

a. Ability to remotely turn on and off GPS tracking in bundles or individually by unit. State changes must be complete within 24 hours of remote initiation.

b. Auto-Run various programs upon power-up of individual units such as GPS tracking

c. Lock-Out feature to prevent handset users from turning off programs such as GPS

am. GPS data with integration of data feed to FEMA’s infrastructure.

an. Mobile Device Management Software License (GOOD or Mobile Iron)

ao. Mobile Device Collaboration Suite Software License (GOOD or Mobile Iron)

ap. GOOD for Enterprise conversion to GOOD Collaboration Suite License

aq. Mobile Device Identity Management Application Software License (Centrify or equivalent)

ar. Mobile Device Vulnerability Management Software License (Lumension or equivalent)

as. Pagers (1-way, 2-way, Numeric, and Alpha-numeric)

at. Pager Service Plan (1-way, 2-way, Numeric, and Alpha-numeric)

au. Pager Text Messaging

av. Pager Text Messaging with “Blast” capability

aw. Microcells or other signal boosters

ax. In-building solutions

ay. SIM cards with service for Plum Cases. . A Plum Case is a self-contained, remote cellular access device that includes higher gain antennas that allow it to reach further than mobile cellular phones and can provide higher data rates due to the increased signal strength. It provides high speed Internet access for voice and data communications in locations or situations where other means of access are limited or absent.

az. Ability to provide updated refresh technology, as this is a five-year contract.

ba. In Building Solutions for selected permanent and disaster sites that are having trouble with reception in the building.

bb. Service restoration if the contracted actions are unavailable for any reason. A minor service restoration is defined as interruption in service for less than 10% of the FEMA staff at a given site. A major service restoration is defined as service disrupted or unavailable for more than 50% of the staff at a single site or for staff throughout the nation at multiple sites consitituting more than 25% of FEMA’s total.

2.1.1 Non-Emergency Order Processing

Equipment requests to support non-emergency conditions shall be processed, activated, and received by FEMA within 24-48 hours of the Contractor’s receipt of the Task Order. Requests for activation only of existing devices shall be processed within four hours of receiving the request during normal business hours. If the Contractor receives the request after 5 PM, the Contractor may activate the next day. The Contractor shall respond to the FEMA within two normal business days of receiving a request for a quote or proposal (i.e. if the Contractor receives a request on Friday, the Contractor may respond the next Monday or Tuesday). Vendors will be evaluated based on area of coverage; ability to provide pooled minute plans for voice or pooled data plans; ability to provide upgrades free of charge; ability to disconnect or suspend devices rapidly; speed with which vendor is able to (a) respond to requests for quotes, (b) process delivery orders and (c) deliver devices; and price.

2.1.2 Emergency Order Processing

Equipment and service orders to support emergency conditions shall be processed and activated within 2 business hours of Contractor receipt, 24 hours a day 365/7 days a week. Equipment orders shall be shipped no later than next day with overnight delivery. The Contractor shall provide a point of contact to be available to FEMA 24X7 during periods of disaster activity. An alternate point of contact shall be available if the primary point of contact is unavailable. Vendors will be evaluated based on area of coverage; ability to provide pooled minute plans for voice or pooled data plans; ability to provide upgrades free of charge; ability to disconnect or suspend devices rapidly; speed with which vendor is able to (a) respond to requests for quotes, (b) process delivery orders and (c) deliver devices; and price. For disaster orders, speed of response will be particularly important and requests for quotes should be responded to no later than 2 hours from the initial request. All responses for non-disaster requests will be 24 hours.

2.2 TASK TWO. TRANSITION SERVICES

This contract will require the start-up and transition-in of the services described in the PWS and the transition-out of same services when the contract terminates. The total transition-in period is defined as forty-five (45) days from the date of contract award to the ordering agency’s approved date of full implementation and performance begins. The transition-out period is defined as thirty (30) days prior to contract completion or an ordering agency’s designated date from a notice to terminate.

2.2.1 Transition Management Plan

The Contractor(s) shall submit a draft Transition Management Plan (TMP) to the COR with its proposal documenting transition-in actions necessary to transition existing wireless services within forty-five (45) days of contract award and transition-out actions necessary to transition to a new vendor and/or the government within thirty (30) days of notice to terminate . The draft shall be discussed during the kickoff meeting and a final TMP shall be delivered NLT five (5) days following approval of the transition of service acceptance date. The TMP shall include but not be limited to:

· Transition Project Management Plan (PMP) The PMP shall address each CLIN and/or task and clearly state the ability to provide the required commodities and services and detail the steps to be performed and information to be provided both by the Contractor and required by the Government. The PMP shall include a project schedule and timeline for each activity leading to the service acceptance date.

· Transition-in Plan: Transition-in Plan shall describe actions, schedules, milestones and dates for:

· Providing the latest version of service and technology required for emergency, surge and non-emergency activities during the transition-in period.

· Validating inventories of existing customers, services and technology.

· Identifying customers, services and technologies that need to be upgraded promptly after award of re-compete contracts.

· Conducting the transfer of accounts from existing contracts re-compete contracts.

· Installing and testing any requested network extension devices and in-building solutions at all FEMA fixed locations where they are required.

· Technology and security testing and acceptance of solutions prior deployment where needed.

· Delivery of training for FEMA OCIO staff on the Contractors Real-Time Access solution (Part 2.4) and Reports solution (Part 2.5). This training will take place at FEMA. FEMA will not provide any additional funding for this training.

NOTE: Since this is anticipated to be a multiple award, indefinite delivery, indefinite quantity (IDIQ) contract, the transition plans will not be complete until it is determined which winners of the contract win specific items to be transitioned.

· Transition-out Plan: Transition-out Plan shall document all the steps and actions necessary to transition wireless services to a follow on Contractor and/or the Government.

2.2.2 Transition-In Service

Each active line of service under this award includes a transition-in period. During the transition-in period, all customers, services and technology, to include all transitioned devices keeping their current phone number, shall be transferred from the incumbent contract to the new contract in accordance with the FEMA accepted Transition-in Plan. Contract awardee shall utilize administrative processes that are invisible to customers and have no impact on customer’s operational performance. Following contract award, the first task order will be issued to execute the transition-in of FEMA’s current wireless services, in accordance with the new contracts terms and conditions. The Contractor shall provide the following startup/transition-in services:

· Take any and all actions necessary to complete the startup tasks as defined in the TMP and begin providing the services required by the contract within forty-five (45) days of contract award.

· Ensure no interruption or adverse impact upon the ordering agency’s business activities and employees due to un-authorized changes or Contractor’s negligence.

· Minimize carrier initiated impacts to service through aggressive coordination and continuous communication with the ordering agency and third parties.

· Actively maintain Wireless service provider relationships to ensure no loss of service both during the transition and over the life of the task order.

· Work with the ordering agency’s COR to gather all relevant infrastructure and wireless service and asset data for upload into the Contractor’s information system, configure Contractor provided software applications, and to accomplish any initial optimization analyses. The Contractor designated Project Manager must maintain daily contact with the ordering agency’s COR during the transition period to ensure timely communication and flow of information with the agency and to work towards the resolution of any problems or issues.

· Utilize Government provided ordering methodology and mechanisms to process orders and update order status.

Customers who require upgrades during the transition-in period will be accommodated. Each re-compete Contractor’s transition-in will be deemed complete as of the first business day immediately following the service transition completion date as specified in the TMP (“Service Acceptance Date”), provided that ordering agency provides written notice of acceptance of transition-in completion. As of the Service Acceptance Date, the Contractor shall have successfully completed implementation and deployment of all required TMP activities to ordering agency’s satisfaction, including all service delivery processes, procedures, security controls, management tools, and related documentation as specified in the PWS. The Contractor shall also have all service management resources and support services in place and in full compliance with the PWS operational requirements.

In the event that the Contractor fails to achieve transition-in completion by the transition-in completion date specified in the Transition Management Plan approved by FEMA, then the Contractor shall have a maximum of thirty (30) successive calendar days from the transition-in completion date to finish all outstanding transition activities and deliverables to FEMA’s satisfaction, at which point transition-In completion will be deemed to have occurred for the purposes of performance management.

2.2.3 Transition-Out Service

Each active or suspended line of service under this award will include a transition-out period. The transition-out period is defined as 30 days prior to contract completion or an ordering agency’s designated date from a notice to terminate. During the transition-out period, all customers, services and technology shall be transferred from current contracts to a follow on Contractor and/or the government in accordance with the FEMA accepted Transition-out Plan.

2.3 TASK THREE. ORDERING AND BILLING

FEMA will award contracts to multiple vendors for each specified line of service (i.e. iPhone hardware, accessories, and service; MIFIs, Flip Phones, iPads.) The Contracting Officer will compete task orders among the multiple vendors who win contracts for each line of service. As with the original contracts, the task orders will be awarded based on best value. Evaluation factors other than price may include coverage in a particular area of the country, speed with which contractor is able to deliver; speed with which contractor responds to the Contracting Officer’s request for quote; flexibility, such ability to provide phones and accessories free of charge with purchase of service; or ability to suspend service at no cost or low cost to the Government for devices not in use waiting to be deployed to disasters, ability to provide seed stock for emergency break/fix or short-term international trips, and ability to provide unlimited data for specific devices and or pooled plans.

For non-disaster orders estimated to be greater than $150,000 per year, the Contractors will have 24 hours from receiving the request for quote to provide proposals to the Contracting Officer. The Government will have one week after receiving the proposals to review the proposals and make a selection.

For non-disaster orders estimated to be less than $150,000 per year, the Contractor will have 24 hours from receiving the request for quote to provide proposals to the Contracting Officer. The Government will have three business days after receiving the proposals to review the proposals and make a selection.

For disaster orders the Contractor will have two business hours from receiving the request for quote to provide proposals to the Contracting Officer, even if the request is received on a weekend. The government will have four hours after receiving the proposals to make a selection, even if the proposals are received on a weekend.

A task order may be issued with option periods, so that FEMA does not have to recompete the task orders each year, with potential resulting requirements to replace equipment that does not need to be replaced or other service disruptions.

Samples of specific types of requirements are below:

1. Initial Task Order Award

a. The Contracting Officer will compete task orders among the awardees for each type of service (i.e. iPhones, iPads, MIFIs). The task orders will be awarded with option years, so that FEMA employees will not be required to change service every year, if FEMA is satisfied with the current vendor.

2. Existing Employee service. This will occur after award of the initial task orders.

a. FEMA funding is normally allocated quarterly. Each quarter, FEMA will obligate funds for the following items:

i. Estimated cost of existing service for the quarter for the task order.

ii. Estimated cost of procurements for new employees for the quarter for the task order.

iii. Estimated cost of routine disaster service (i.e. iPhone service for existing reservists, or activation of a small number of iPads or tablets for contractor inspectors.) The FEMA OCFO may reallocate those costs to specific disasters, based on information from FEMA’s deployment system, but that will be transparent to the vendors on this contract.

iv. Estimated cost of international phones to be issued to employees traveling abroad on official business or selected senior executives traveling on vacation.

v. Estimated new phones required for break/fix.

vi. Estimated staff who need phones but do not go through Emergency Manager Orientation (EMO). This includes political employees and selected contractors.

3. New Employee Service

a. FEMA conducts Emergency Manager Orientation (EMO) classes for new employees approximately every two weeks. Most of these classes are located at FEMA training centers located in Emmitsburg, MD and Anniston, AL. However, FEMA occasionally conducts new employee training at other FEMA sites or at commercially rented sites.

b. The FEMA Human Capital Office normally notifies the FEMA CIO Office of the employee roster and the training location(s) approximately two weeks before the classes begin.

c. Because of the short notice for the new employee orientation, FEMA has the funds obligated onto the contract for the estimated number of new devices required in advance of receiving the specific roster and location for each class. FEMA will compete this requirement one time up front each year, and provide technical direction to the vendor as to the number of devices to ship and shipping location as classes are scheduled.

4. Break/Fix and Individual New Requirements or Upgrades

a. FEMA will maintain seed stock at key locations to fulfill customers requirements for break/fix, international trips, or limited upgrades.

b. The customer (a FEMA end user) will enter a service request that will route to a FEMA employee or a help desk employee outside of this contract.

c. The Contracting Officer’s Representative (COR) will determine if the request can filled using existing seed stock. If so, the COR will work with the applicable FEMA property staff to distribute the equipment to the end user.

d. If the request cannot be filled with existing stock, the COR, in coordination with FEMA property staff will issue a loaner device until the next round of seed stock is purchased. FEMA will try not to issue contract task orders for one device at a time or for any action under $1,000 at a time, as this places a large burden on both FEMA and contractor staff. However, there may be limited exceptions for VIPs, or emergencies.

5. New Requirements or Upgrades for Multiple Staff

a. The customer (a FEMA end user) will enter a service request that will route to a FEMA employee or help desk employee outside of this contract. The COR will request funding from the customer for the requirement and forward the funding document to the Contracting Officer.

b. The Contracting Officer will compete the requirement among the contract holders for the category required (i.e. iPhone, iPad). The Contracting Officer will issue a task order to the successful bidder among the IDIQ contract holders. If the requirement has a recurring cost such as a service plan, then the Contracting Officer will issue a task order with option years.

6. Disaster Service

a. The FEMA COR or Program Manager will hold a conference call with the customer in the field to determine the requirements up front. The COR, Program Manager, or field representative will request funds for each type of equipment anticipated to be required. FEMA will place bulk orders and pre-position seed stock, as soon as possible after the conference call in the field.

b. The Contracting Officer will compete the requirement among the contract holders for the category required (i.e. iPhone, iPad). The Contracting Officer will issue a task order to the successful bidder among the IDIQ contract holders. If the requirement has a recurring cost such as a service plan, then the Contracting Officer will issue a task order with option years. For a disaster requirement, it is possible that there may be only one vendor who offers service in the area of the disaster or one vendor who can deliver equipment or service in the time frame to support the disaster.

The Contractor shall provide FEMA with a Service Tracking Number and Notice of Completion for each order within 2 hours of order fullfillment, to include:

· Tracking Number for delivery of equipment

· Advance notice of provisioning

· User name assigned to each device (if FEMA end user names are provided)

· Detailed notification of completion to include mobile phone number, IMEI/MEID, and SIM

· Savings information (if applicable)

The Contractor shall provide monthly invoices and raw-data upload information in electronic format. All invoices will include all required information in Federal Acquisition Regulation Clause 52.212-4.

FEMA shall have access to the information in the table below for each invoice. The information may be accessible through the vendor’s portal, sent electronically to FEMA, or uploaded into FEMA’s ordering and billing system.

Invoice Number

Invoice Date

Cycle Begin Date

Cycle Close Date

Account number

Unique Billing Identifier (Primary ID)

Secondary ID

Product Name

Total Charge

Monthly Recurring Charge

Non-Recurring Charge

Notes

Contract Number

Task Order Number

CLIN Number

2.4 TASK FOUR. REAL-TIME ACCESS

The Contractor shall provide authorized FEMA staff will real-time, online access to complete and accurate information regarding user level accounts, to include:

1. Device usage

2. Service Plan

3. Call Detail Records

4. Warrantee and billing information

5. Device Text Messages

6. Device Browsing History

7. Retained data records

Access to FEMA accounts shall be restricted to pre-authorized FEMA employees and representatives and the Contractor dedicated account team members. No one, except the pre-authorized FEMA employees and the dedicated account team members, shall be authorized to make changes to FEMA accounts.

2.5 TASK FIVE. REPORTS

The Contractor shall provide regular and custom reports on orders, wireless voice and data service plan usage, asset management, billing, costs, trouble reports, and updates to product and service offerings.

2.5.1 Monthly Inventory Report

The Contractor shall either provide a monthly inventory report that shall include lines of service, device IDs, usage, device type, and status and upgrade eligibility, or enable government staff to pull this information from the Contractor’s portal. The monthly inventory report is considered a regular report and is due three (3) days after the end of each month.

2.5.2 Custom Reports

The Contractor shall provide custom reports or give FEMA the capability to access custom reports online to include:

a. Raw-data download

b. Coverage issue reports

c. Rate Plan coding definitions

d. Call Detail Record reports

e. Device text message history for an 8 month period

f. Device browsing history for an 8 month period

g. Trouble Reports

h. Summary report of billed charges

i. Summary report of service order status

j. Billing dispute status report

k. Billing adjustment report The Contractor shall collaborate with FEMA to provide the following reports:

a. Ad-hoc FOIA requests

b. Traffic Reports (A summary of the total number of calls/minutes used in a specified period.

c. System Inventory Reports

d. Service Outage Credit Reports The Contractor shall provide requested information to FEMA within two weeks of request in non-disaster situations, and within 24 hours if there is a large disaster.

The Contractor shall provide the following information to FEMA on request:

Reports on new technology, updates to product and service offerings, wireless telecommunications industry changes, and strategies for rate plan optimization, and technology refreshment. It is estimated that FEMA will request this information every six months, but specialized information might be required in support of a large disaster such as Hurricane Sandy or Hurricane Katrina. A large disaster is defined as a disaster with one of the following: (1) projected to have greater than 500,000 registrations for assistance; (2) Projected to have $100 million or greater in grants to individuals, families, and public entities; (3) Joint Field Office expected to remain open for greater than two years. The Contractor shall provide requested information to FEMA within two weeks of request in non-disaster situations, and within 24 hours if there is a large disaster.

2.6 TASK SIX. LIFECYCLE SUPPORT

The Contractor shall provide lifecycle support to ensure FEMA’s wireless telecommunications assets and service plans are provided at optimal levels of efficiency and are kept up-to-date with the latest technology through technology refreshments. Contractor shall review all FEMA wireless assets to determine which need to be technologically refreshed. The Contractor shall ensure FEMA’s service is up-to-date by providing FEMA with new devices that are no more than one generation behind the most current, commercially available generation within one (1) month of commercial availability at no additional cost to FEMA.

2.7 TASK SEVEN. TECHNICAL SUPPORT AND END-USER ASSISTANCE

The Contractor shall provide 24x7x365 technical support and end-user assistance support. The support staff must be trained and capable of responding to technical support software and systems.

Technical support and user assistance shall include:

2.7.1 Technical Support

The contractor shall provide a dedicated project manager assigned to FEMA. In the event of a disaster response or a major outage, the contractor shall provide access to staff 24X7, including weekends and holidays until the disaster response is complete or the outage is restored.

2.8 TASK 8. ORDERING PROCEDURES

Any services to be performed under the contract shall be ordered by issuance of firm-fixed-priced task orders on an OF 347 and shall be in accordance to FAR Clause 52.216-18 and 52.216-19. Such task orders may be issued at any time during the contract period of performance and shall be completed within the period specified in the order.

The office(s) authorized to issue task orders under this contract are:

Department of Homeland Security Federal Emergency Management Agency Information Technology Section 500 C Street, SW. Mail Stop 3205 Washington, DC 20472

FEMA Mount Weather Operations Section (OCPO-MW) 19844 Blue Ridge Mountain Road Mount Weather, VA 20135

FEMA Regional Offices Contracting Officers There are ten FEMA regional offices located in Boston, MA; New York, NY; Philadelphia, PA; Atlanta, GA; Chicago, IL; Denton, TX; Kansas City, MO; Denver, CO; Oakland, CA; and Bothell, WA.

2.9 TASK 9. DISPUTE RECOVERY SERVICES

The Contractor shall collect and prepare information necessary to resolve billing and accounting errors and maintain this information in the Contractor’s online portal. The Contractor shall also manage and track all claims through final resolution. Services shall include but are not limited to the following:

1. Research, review, dispute, and track all potential billing and accounting errors.

2. Apply credits down to the service line level to ensure credit is correctly applied to component, individual, and/ or project chargeback codes.

3. Collect, prepare, and submit any information necessary to identify and recover any audit savings from the wireless service providers.

4. Manage and track all disputes through final resolution.

5. Prepare a monthly Dispute Claim Status Report detailing the status of claims filed with the wireless service providers and billing accuracy rates for individual wireless service providers.

6. Apply recovered funds to the specific wireless service being credited.

PART 3: CONTRACTOR PERSONNEL

3.1 QUALIFIED PERSONNEL

The Contractor shall provide key personnel to perform all requirements specified in this PWS.

3.2 Key Personnel

Before replacing any individual designated as Key by the Government, the Contractor shall notify the Contracting Officer no less than fifteen (15) business days in advance, submit written justification for replacement, and provide the name and qualifications of any proposed substitute(s). All proposed substitutes shall possess qualifications equal to or superior to those of the Key person being replaced, unless otherwise approved by the CO. The Contractor shall not replace Key Contractor personnel without approval from the CO. The following Contractor personnel are designated as Key for this requirement. Note: The Government may designate additional Contractor personnel as Key at the time of award.

· Project Manager

3.3 Project Manager

The Contractor shall provide a Project Manager who shall be responsible for all Contractor work performed under this PWS. The Project Manager shall be a single point of contact for the CO and the COR. The name of the Project Manager, and the name(s) of any alternate(s) who shall act for the Contractor in the absence of the Project Manager, shall be provided to the Government as part of the Contractor's proposal. During any absence of the Project Manager, only approved alternates shall have full authority to act for the Contractor on all matters relating to work performed under this contract. The Project Manager and all designated alternates shall be able to read, write, speak and understand English. Additionally, the Contractor shall not replace the Project Manager without prior approval from the CO.

The Project Manager shall be available to the COR via telephone and email between the hours of 8:00 A.M. and 5:00 P.M. EST, Monday through Friday, however a technical POC or an alternate shall be available to (1) respond to requests and (2) resolve technical problems within two (2) hours of notification. For disaster response, FEMA will require someone who can be reached 24/7 and process orders within 2 hours of receipt.

3.4 Employee Identification

3.4.1 Contractor employees visiting Government facilities shall wear an identification badge that, at a minimum, displays the Contractor name, the employee’s photo, name, clearance-level and badge expiration date. Visiting Contractor employees shall comply with all Government escort rules and requirements. All Contractor employees shall identify themselves as Contractors when their status is not readily apparent and display all identification and visitor badges in plain view above the waist at all times.

3.4.2 Contractor employees working on-site at Government facilities shall wear a Government issued identification badge. All Contractor employees shall identify themselves as Contractors when their status is not readily apparent (in meetings, when answering Government telephones, in e-mail messages, etc.) and display the Government issued badge in plain view above the waist at all times.

3.5 Removing Employees for Misconduct or Security Reasons

The Government may, at its sole discretion (via the CO*), direct the Contractor to remove any Contractor employee from DHS facilities for misconduct or security reasons. Removal does not relieve the Contractor of the responsibility to continue providing the services required under the contract. The CO will provide the Contractor with a written explanation to support any request to remove an employee.

PART 4: OTHER APPLICABLE CONDITIONS

4.1 SECURITY

The Contracting Officer, in coordination with FEMA’s Personnel Security Division (PSD), shall ensure that all solicitations and contracts comply with the following Federal Acquisition Regulations and Homeland Security Acquisition Regulations by including the requisite clauses, as applicable:

· 48 C.F.R. § 4.1303 (clause at 48 C.F.R. § 52.204-9)

· 48 C.F.R. § 3004.470-3 (clauses at 48 C.F.R. § 3052.204-70 and 48 C.F.R. § 3052.204-71)]

4.1.1 Background Investigations

All contractor personnel who require access to DHS or FEMA information systems, routine access to DHS or FEMA facilities, or access to sensitive information, including but not limited to Personally Identifiable Information (PII), shall be subject to a full background investigation commensurate with the level of the risk associated with the job function or work being performed. FEMA’s Personnel Security Division (PSD) will determine the risk designation for each contractor position by comparing the functions and duties of the position against those of a same or similar federal position, applying the same standard for evaluating the associated potential for impact on the integrity and efficiency of federal service.

Low Risk without Information System Access Contractor personnel occupying positions or performing functions with a Low Risk designation and who do not require access to DHS or FEMA information systems shall undergo a National Agency Check with Inquiries (NACI) Tier 1 and a credit check and must receive a favorable adjudication thereof from FEMA PSD prior to performing work under this contract.

Low Risk with Information System Access Contractor personnel occupying positions or performing functions with a Low Risk designation and who require access to DHS or FEMA information systems shall undergo a Tier 2…