70Z07924RUCPL00010005 USCG Telephony Lifecycle Support.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF

CONTRACT

1. CONTRACT ID CODE PAGE OF PAGES

1 44

70Z079 C5I Contract Operations Div I (CG-9141) Alexandria US Coast Guard, C5I Service Center, TISCOM, 7323 Same As Issuing Office Telegraph Road Stop 7340 Alexandria, VA, 20598, US

8. NAME AND ADDRESS OF CONTRACTOR (Number, street, county, State and ZIP Code) (X) 9A. AMENDMENT OF SOLICITATION NUMBER

70Z07924RUCPL0001

9B. DATED (SEE ITEM 11)

11/29/2023

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED (SEE ITEM 13)

CODE FACILITY CODE

2. AMENDMENT/MODIFICATION NUMBER 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQUISITION NUMBER 5. PROJECT NUMBER (If applicable)

70Z07924RUCPL00010005 12/06/2023

6. ISSUED BY CODE 70Z079 7. ADMINISTERED BY (If other than Item 6) CODE 70Z079

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers is extended.

is not extended.

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

(a) By completing items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE

RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF

CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NUMBER AS

DESCRIBED IN ITEM 14.

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NUMBER

IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation data, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

AMENDMENT CONTROL NUMBER : 70Z07924RUCPL0001

SUMMARY OF CHANGES : a. The purpose of this amendment A00005, is to provide changes to the Statement of Work (SOW), Instructions to Offeror, Evaluation-Commercial Items, Past Performance Questionnaire (PPQ), and extend the closing date for this Request for Proposal (RFP).

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

16C. DATE SIGNED

(Signature of person authorized to sign)

Previous edition unusable STANDARD FORM 30 (REV. 11/2016) Prescribed by GSA FAR (48 CFR) 53.243

Summary of Changes

1. SOW attached, added or removed verbiage for the following paragraphs for each Section:

Section 1.1 Background: Paragraphs 5 and 6;

Section 1.2 Scope: paragraphs 2, and 4;

Section 1.3 Objective: Removed and Reserved;

Section 1.4 Applicable Documents: Paragraph 1 and added a Note;

Section 1.4.2 Contact Center: Renumbered to 1.5 Contact Centers;

And Renumbered 1.6 Department of Defense (DOD) Directive 8570;

Section 2.1 Visit Access Requests: Reserved and moved to Section 4.15;

Section 2.6 Site Surveys: paragraphs 1, 2 and 4;

Section 2.8 Material Acquisition: Paragraph 1 and 3;

Section 2.9.5 System De-Installation;

Section 2.12 Grooms: Added Reference Grooms in Section 1.2;

Section 3.1 Qualified Personnel: Paragraph 2, 3 and 6;

Section 3.2 Project Manager: Paragraph 2, removed;

Section 3.4 Network Lead;

Section 4.7 Progress Reports;

Section 4.8 Progress Meetings;

Section 4.12 Material Acquisition: Removed and Reserved;

Section 7.0 Deliverables: added

2. 52.212-1 Instructions to Offerors-Commercial Items, attached;

3. 52.212-2 Evaluation-Commercial Items, attached;

4. PPQ, corrected and submission date changed to December 13, 2023, at 5:00 PM Eastern, see ATT IV, PPQ USCG Telephony Lifecycle Support_A0005.

b. Submission of proposals changed From: Friday, December 08, 2023, at 5:00PM ET To: Wednesday, December 13, 2023 at 5:00PM ET.

c. All other terms and conditions remain unchanged

70Z07924RUCPL00010005

Addendum to 52.212-1 INSTRUCTIONS TO OFFERORS—COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES (MAR 2023).

Submit signed and dated offers to the office specified in this solicitation at or before the exact time specified in this solicitation. Offers shall be submitted on the SF-1449. At a minimum, offerors must follow the instructions below:

1. OFFER SUBMISSION GENERAL INSTRUCTIONS

a. The Government may not consider pages submitted in excess of the stated page limitations, or materials not included in full text within the offer (no links to external information will be reviewed or considered). Page limitations include all text, graphs, pictures, references, exhibits, etc. Tables of contents, Cover Sheets/Letters, Indexes, and other such aids that are solely used to assist the evaluator in locating information and are advisory in nature, imparting no other information than the identification of content, will not be counted against any page limitations stated in this RFP. Offerors shall strictly adhere to the page limits.

b. Each paragraph shall be separated by at least one blank line. A standard, 12-point minimum font size applies. Tables and illustrations may use a reduced font size no less than 8-point and may be landscape. Files shall not contain classified data. The use of hyperlinks is prohibited. Proprietary information shall be clearly marked.

c. Offerors shall provide a cover sheet for each volume. Cover sheet shall, at a minimum, include the company name, primary point of contact name, email address, phone number, mailing address, email address and business size standard.

d. The submission shall be clearly indexed and logically assembled. Each volume shall be clearly identified and shall begin at the top of a page. All pages of each volume shall be appropriately numbered and identified by the complete company name, date and RFP number in the header and/or footer. A Table of Contents shall be provided.

e. All information shall be confined to the appropriate volume. Offerors shall confine submissions to essential matters, sufficient to define the proposal in a concise manner, to permit a complete and accurate evaluation.

f. Pages that are over the stated maximum will not be evaluated.

2. VOLUME I Non-Price Factors: Volume I shall contain the Offeror’s Past Performance, Technical Approach, and Management Approach proposals. Each factor has page limitations and any pages that are exceeded will be removed and not evaluated.

a. Factor 1 Past Performance (limited to 6 pages excluding PPQs): Offerors shall be responsible for submitting current and relevant past performance information with their proposal response. No more than a total of five (5) and no less than three (3) past performance references and related questionnaires will be accepted for each offeror.

One submission is considered to be the past performance reference and related questionnaire. Past performance must be current and have been performed for a minimum of 1 year. Only relevant past performance will be considered. Relevant past performance is defined as work performed which was the same as or similar to the work required in the Statement of Work. Current is defined as worked performed within three years from the date of the solicitation. The Government is not required to contact all references provided by the Offeror. The Government, however, reserves the right to contact any references submitted, and may obtain and consider references other than those identified by the Offeror and to consider information in Government databases, for example the Contractor Performance Assessment Reporting System

(CPARS).

If applicable (for offerors who are planning to use sub-contractors): If providing the maximum, the 5 references with questionnaires shall include a minimum of three (3) references from the Prime Contractor and up to two (2) references from first-tier subcontractors. If not providing the maximum, the references with questionnaires shall include a minimum of two (2) references from the Prime Contractor and any additional references may be from first-tier subcontractors. One submission is considered to be the past performance reference and related questionnaire. For the purposes of this solicitation, the definition of a first-tier subcontractor is any subcontractor holding a subcontract with the prime contractor that will be performing work equating to 20% or more of the total tasking under the awarded IDIQ for each individual period of performance (base and all options).

Past Performance References:

Offerors shall provide the following information, for each past performance reference submitted with the proposal response:

1. Agency/Company Name, Contracting Officer’s Representative (COR), Contracting Officer’s (KO) or Contract Manager’s name, address, telephone number, and email.

2. Contract type and total value for all periods of performance.

3. Date contract was awarded, place(s) of performance, and contract period of performance.

4. Average number of personnel working on the contract per performance period.

5. Describe how the respective contract is relevant to the work requested in RFP#

70Z07924RUCPL0001 . It is not sufficient to state that it is similar or the same.

Rationale must be provided to clearly demonstrate that it is relevant.

Past Performance Questionnaires:

In addition to the Offeror’s past performance references (PPR), one Past Performance Questionnaire (PPQ), Section J, Attachment IV, PPQ USCG Telephony Lifecycle Support must be completed for each of the references submitted with the Offeror’s proposal/offer response. The PPQ must be completed by the Agency’s COR, KO or civilian entity’s Contract Manager. The Offeror shall provide the PPQ to the Agency’s COR, KO or civilian entity’s Contract Manager with a copy of the Offeror’s Past

Performance reference (PPR) to ensure that person can attest or clarify statements made in the past performance reference. The Questionnaires and the copy of the references shall be emailed directly by the Agency’s COR, KO or civilian entity’s Contract Manager to the USCG KS or KO listed below after completion. It is the Offeror’s responsibility to send the Questionnaire to their first-tier subcontractors in addition to their own references and follow-up to ensure timely completion and submission.

All Past Performance Questionnaires for the Prime and first-tier subcontractors must be received by the USCG Contract Specialist no later than the closing date for this RFP, to the following address:

Contract Specialist: Magdalena Pitre at magdalena.pitre@uscg.mil and Contracting Officer: Keith Miner at keith.a.miner@uscg.mil.

b. Factor 2 Technical Approach (limited to 14 pages):

The offeor shall provide a statement that they understand and will comply with the entire requirements of the IDIQ.

The offeror shall describe in detail their approach to address the following sections:

1. Section 2.0 – Life Cycle Support: Explain your approach in providing Life Cycle Support for Public Address Systems, Telephony and the Contact Centers.

i. 2.0.1 Public Address (PA) Systems

ii. 2.0.2 Telephony Systems – to include existing Avaya systems

iii. 2.0.3 Contact Centers

2. Section 2.2 – Configuration Management: Explain the process for maintaining records of all system components that will allow a system to be rebuilt

3. Section 2.3 – Property Management: Explain the process for maintaining a list of all property located at each site

4. Section 2.4 – Warranty Management: Explain the process for documenting sufficient to renew the annual warranty

5. Section 4.1 – Security

6. Explain the sustainment plan for managing the service support for current in-place Avaya systems. If Avaya products are not being proposed in the plan, the offeror shall explain how their proposed solution will integrate successfully with the current USCG environment. Regardless of the technical approach for new equipment, the offeror shall provide certificates to verify it is an authorized Avaya Co-Delivery and service provider. Note: These certificates are not included in the 14 page maximum limit for factor 2.

Note: Offeror’s offer shall be formatted to cross reference the respective SOW section that it addresses. Offeror’s offer shall present your company’s technical approach and understanding for the specific work each task requires and shall not simply restate the Government’s requirement as stated in the SOW.

c. Factor 3 – Management Approach. (limited to 6 pages): This section shall address the offeror’s approach to the following:

1. An Organizational Structure to complete multiple task orders in geographically dispersed areas of the country at the same time.

2. A communications plan detailing proposed method to keep the government informed on task order progress.

3. A quality management plan describing their approach to ensure work is completed on time and to the highest standards.

3. VOLUME II: Factor 4 - Price. (limited to 5 pages excluding cover page, table of contents, and completed pricing spreadsheet). This volume shall consist of all information required to support offered prices and shall document all prices for the Task Order.

a. Offerors shall quote hourly services rates, per-student rates for eOn Training, daily rates for site visits, and material prices for the Base Period and Option Period required to perform the requirements of the SOW on the Pricing Spreadsheet (Attachment I).

b. For CLINs x001-x006, the hourly rate are service hours required for the task to be completed, not labor hours. Estimated service hours are provided in Attachment I only for evaluation purposes. The estimated hours are based on the average service hours for one task order multiplied by the estimated number of task orders for each service category in a year. These hours shall not be changed. If they are altered the Government will change them back to what was originally provided.

c. Offerors shall submit the Pricing Spreadsheet with the gray cells filled in (formulas visible if used) in Excel format. Rounding shall be to the nearest dollar.

d. The Government may eliminate a proposal from consideration for award if an Offeror fails to complete the Attachment II, Pricing spreadsheet.

e. No technical information shall be included in this volume.

f. Inclusion of any assumptions or exceptions may result in the Government finding a submitted Offer non-responsive. Offerors are encouraged to address any assumptions and/or exceptions during the question/clarification phase of this solicitation.

g. Equipment Warranty must be provided at a price not to exceed the amount listed on the pricing sheet. Attachment II, USCG Equipment Warranty List is the current equipment warranty list for information purpose only. Note: The government expects to issue a task order for these warranties, within 30 days after award of the IDIQ, but the timeframe is not guaranteed.

h. Offerors are required to provide prices for all items/CLINs. If the pricing for services are otherwise accounted for elsewhere, the CTR shall enter 0.00. Unit prices left blank or annotated with something other than a dollar figure will be considered unacceptable and the Government has discretion whether to reject the offer without any further consideration.

Task Order 1 The offeror shall complete and return the Task Order Pricing Spreadsheet STA Ft Macon using the prices they have specified on the Pricing Spreadsheet (Attachment II). Only the task order proposal of the apparent awardee will be evaluated for technical acceptance and price reasonableness.

**End of Clause**

Addendum to 52.212-2 EVALUATION- COMMERCIAL ITEMS (NOV 2021)

The Government will award a single award IDIQ resulting from this solicitation to the responsible offeror whose offer conforming to the solicitation will be most advantageous to the Government, price and other factors considered. The Government will be conducting a tradeoff to determine the IDIQ awardee amongst following evaluation factors: (1) Past Performance (2) Technical Approach, (3) Management Approach and (4) Price. Non-price factors (1) Past Performance,

(2) Technical Approach, and (3) Management Approach are weighted equally, and when combined, are significantly more important than price; however, price will become more important as the differences between the other factors become less. The Government also anticipates awarding Task Order 1 to the apparent IDIQ awardee after the tradeoff has been determined based on the tradeoff amongst the evaluation factors.

Offerors that do not submit Volume I (non-price factors) and II (price sheet) will be determined non-responsive and will be rejected without further consideration and ineligible for award.

Additionally, offerors that fail to follow instructions may be deemed non-responsive and rejected without further consideration and be ineligible for award.

The Government anticipates selecting the best-suited proposal from initial responses, without engaging in exchanges with Offerors. However, the Government reserves the right to conduct exchanges if later determined by the Contracting Officer to be necessary. The Government may reject any or all proposals if such action is in the public interest; accept other than the lowest offer; and waive informalities and minor irregularities in proposals received. Offerors are strongly encouraged to submit their best technical solutions and price in response to this proposal request.

After the Government determines which offeror is the apparent IDIQ awardee, meaning is best suited to meet the requirements of the IDIQ after the tradeoff has been conducted, the Government reserves the right to engage with the apparent awardee to finalize an IDIQ and/or Task Order 1 award to address any remaining issues, which may include technical and price. If the parties cannot successfully finalize the IDIQ and/or Task Order 1 award, the Government reserves the right to engage the offeror whose proposal is the next best-suited to meet the Government’s requirements for purposes of finalizing an IDIQ and Task Order 1 award. The Government may choose not to engage with the first apparent IDIQ awardee further once the decision has been made to engage with the next offeror. This process is intended to continue until an agreement is successfully reached and the IDIQ and Task Order 1 is awarded.

The Government reserves the right to incorporate any part of the awardee’s proposal, in part or whole, into the IDIQ and/or Task Order as applicable. If the Government elects to exercise this right, the Government will address with the awardee whether or not that aspect of the proposal needs to be protected due to being proprietary or a trade secret.

FACTOR 1 – PAST PERFORMANCE

The Government will evaluate an offeror’s past performance. Offerors shall be responsible for submitting current and relevant past performance information with their proposal response. No more than a total of five (5) and no less than three (3) Past Performance References (PPR) and related questionnaires will be accepted for each Offeror.

The following ratings will be used to rate Factor 1, Past Performance:

Rating Definitions of Past Performance Ratings

Neutral A record of relevant past performance or information on past performance is not available.

High Confidence Based on the contractor’s past performance record, the Government has high confidence that the contractor will successfully perform this requirement.

Satisfactory Confidence

Based on the contractor’s past performance record, the Government has satisfactory confidence that the contractor will successfully perform this requirement.

Unsatisfactory Based on the contractor’s past performance record, the Government has little confidence that the contractor will successfully perform this requirement.

The Government will evaluate past performance and assign a rating based on the Government’s confidence in the Offeror’s ability to perform the requirements of the SOW based on how they performed doing the same or similar work, to that required by the SOW, for other agencies/companies.

If a Past Performance Questionnaire (PPQ) is submitted by anyone other than the COR or KO, or authorized representative for the agency/company for which work was performed, the PPQ will be rejected and not included in the past performance evaluation.

An Offeror without a record of relevant past performance or for whom information on past performance is not available will not be evaluated favorably or unfavorably but will receive a confidence rating of neutral.

Past performance will be determined current if it was performed within the last three (3) years from the date of solicitation and has been performed for a minimum of 1 year. All PPRs submitted by the Offeror will be reviewed to determine relevancy. All PPRs with associated PPQs determined to be current and relevant will be used to rate the Offeror’s past performance.

For each relevant and current PPR in which a corresponding PPQ was not received, the Contracting Officer will search CPARS for records associated with the PPR referenced contract.

Any information found in CPARS will also be used to rate the Offeror’s past performance. If a

PPR does not have an associated PPQ or CPARS record, the PPR will not be used in rating the offeror’s past performance. An unused PPR will not be rated favorable or unfavorable.

FACTOR 2 – TECHNICAL APPROACH

The Government will first review to ensure the offeror has provided a statement acknowledging that they understand and will comply with all of the requirements outlined in the SOW. Next, the Government will evaluate the offeror’s proposed approach to fulfilling the technical requirements in SOW Sections 2.0, 2.0.1, 2.0.2, 2.0.3, 2.2, 2.3, 2.4, 4.1 and their sustainment plan for managing the service supports for existing Avaya systems. If the offeror has proposed a solution other than Avaya equipment in their plan, the equipment will be evaluated to determine if it will be compatible with the current infrastructure. Regardless of technical approach for new equipment, in order to sustain the existing infrastructure, the offeror’s provided certificates will be evaluated to ensure they are an Avaya authorized Co-Delivery and service provider. Simply restating the SOW is not a satisfactory demonstration of technical capability.

FACTOR 3 – MANAGEMENT APPROACH

The Government will evaluate the Offeror’s Management Approach to determine that the Offeror has:

- the organizational structure to complete multiple task orders in geographically dispersed areas of the country at the same time.

- an adequate communication plan to coordinate on-site work, provide status updates and report progress to the COR on multiple simultaneous task orders.

- an acceptable quality management plan to ensure individual task orders are completed to the requirements outlined in the SOW.

The following ratings will be used to rate Factor 2, Technical Approach and Factor 3 Management Approach:

Superior. Exceeds the RFP requirements. The proposal yields strength(s). Weaknesses, if any, are of small impact. NO significant weaknesses or deficiencies exist.

Satisfactory. Meets all RFP requirements. Weaknesses, if any, are of small impact. NO significant weaknesses or deficiencies exist.

Marginal. Minimally meets the minimum RFP requirements. Has one or more significant weaknesses or combination of weaknesses. Significant weaknesses and/or combination of weaknesses are correctable without major proposal/quote revisions. NO deficiencies exist.

Unsatisfactory. Fails to meet the minimum RFP requirements. The proposal has one or more deficiencies for which correction would require major revisions or a redirection of the proposal/quote. A proposal/quote which is unsatisfactory is ineligible for award.

For evaluation purposes the following definitions apply:

Strength. An element of the proposal that exceeds the minimum solicitation requirements in a way that is beneficial to the USCG. Because an Offeror has offered more than what the solicitation requires does not mean the USCG will benefit. Hence, when identifying strengths, you must also state the benefit to the USCG expected to be received from the strength.

Weakness. A flaw in the proposal that presents a risk to contract performance but is usually minor. When identifying a weakness, you must also comment on how it might impact contract performance.

Significant Weakness. A flaw in the proposal that appreciably increases the risk of unsuccessful contract performance or a combination of weaknesses that appreciably increases the risk of unsuccessful contract performance. When identifying a significant weakness, you must also comment on the significance of the weakness and the expected impact on contract performance if accepted as proposed.

Deficiency. An omission or material failure of a proposal to meet a USCG requirement or a combination of significant weaknesses that increases the risk of unsuccessful contract performance to an unacceptable level. When listing a deficiency, explain why an aspect of the proposal is deficient and will result in unsuccessful contract performance or why a combination of significant weaknesses equates to deficiency.

FACTOR 4 – PRICE:

The Government will evaluate the total evaluated price to determine if it is fair and reasonable.

The total evaluated price consists of the sum of CLINs x001-x009 for the base period, the respective four option periods, and a 6-month extension IAW FAR 52.217-8, Option to Extend Services as submitted on the worksheet Attachment 1, Pricing Sheet USCG Telephony Lifecycle Support. 52.217-8, Option to Extend Services is included for evaluation purposes only.

Task Order 1. The task order 1 proposal of only the apparent IDIQ awardee will be evaluated for technical acceptance and that the proposed price is fair and reasonable. This will occur after the tradeoff has been conducted and the apparent IDIQ awardee has been determined. Technical acceptability will be determined based on proposed equipment and service hours. The apparent IDIQ awardee’s proposed task order service hours and pricing will be utilized to determine if the task order 1 pricing is fair and reasonable. Although not included in the tradeoff decision, an apparent IDIQ awardee must have a task order 1 that is technically acceptable with a fair and reasonable price to receive both the IDIQ and task order 1 award. Note: The submitted task order 1 will not be evaluated for any of the other offerors, only the apparent IDIQ awardee.

**End of Clause**

Telephony Life-Cycle Support

1.0 GENERAL

1.1 Background:

The United State Coast Guard (USCG), or Coast Guard (CG), has sites located in all 50 states, outside the CONUS (O-Conus), and US territories such as Guam and Puerto Rico.

Additional locations include, but are not limited to, the Far East and Europe. System are located both at USCG shore facilities and afloat (aboard CG vessels). There may be multiple sites in a state or territory.

Most sites have both a telephony system and a Public Address (PA) system. This includes smaller offices such as recruiting offices, boat sheds and cafeterias and large offices such as headquarters, the training center, research and development center, the engineering center and the finance center.

The USCG owns and maintains a large number of standalone Private Branch eXchange (PBX) systems that support internal and external communications and provide connectivity to the Public Switched Telephone Network (PTSN). The Coast Guard’s telephony infrastructure is facing severe obsolescence due to age and changes in core technology. The CG’s current implementation of telephony uses leased lines and dedicated circuits to each site.

CG technicians assigned to Information Technology Support Organizations (ITSO’s) in the field provide the hands-on “organizational” level support to all CG-owned telephone systems. This includes the day-to-day system administration, Casualty Response (CASREPS), and Moves, Adds & Changes or (MACs) for standalone telephone systems installed in afloat and ashore units.

Industry is moving towards a paradigm that does not support (no longer available) leased lines and dedicated circuits that the Coast Guard currently has. Existing and cyber security requirements and casualty response require continuous monitoring and patching.

It will be impossible to meet cyber requirements without remote support capability.

Without remote support, it is very time consuming to visit each site to implement the change.

Currently there are approximately 550 existing legacy Avaya CS1000M, CS1000E, Cortel eOn Millenium systems in the CG inventory.

The Avaya IP Office (IPO) and Communication Manager (CM) system have been in use throughout the Coast Guard for the past five years and been used to replace legacy systems.

The PA infrastructure includes older installations and more recent installations. The CG standard is to use Bogen equipment as noted in the PA Systems Standards documentation.

In many instances, the PA system is connected to the telephony system. The telephony system is used as the microphone for the PA system.

The PA system is installed both indoors and outside. The PA systems may be organized in zones allowing some broadcasts to be restricted to a limited geographic area while other broadcasts include the entire base. The PA system is used for critical broadcasts such a live-shooter and routine broadcasts. Both ad-hoc and scheduled broadcasts use the PA system.

Due to the variety between the sites, the number of sites, funding, etc., the standardization between the sites is minimal.

1.2 Scope:

This Indefinite Delivery Indefinite Quantity (IDIQ) contract is to purchase materials and services necessary to provide for the lifecycle support for the telephony and PA systems at all CG locations supported under this contract. Individual Task Orders (TO) shall be individually awarded with specific tasks for CASREPS, Grooms, eOn Training, Equipment Warranties, and Public Address systems.

The Contractor shall be able to provide warranty and support services for the existing Avaya IPO and CM systems we currently have throughout the Coast Guard as an “Authorized Avaya Co Delivery and Service Provider”. Cisco networking products are the CG standard and are used to support the telephony and PA network requirements.

The Contractor shall be experienced in supporting and maintaining the equipment, telephony and PA system. This shall include Grooms and Casualty Responses (CASREP). Some legacy systems are beyond end of life and no longer manufactured.

In these cases, refurbished equipment may be used with CG approval, prior to acquisition and/or deployment.

The Contractor shall become familiar with the Avaya design currently in place throughout the Coast Guard. For logistical reasons, the new systems to be installed shall be similar to or compatible with the current CG Avaya design.

During a Groom, the entire system is evaluated and adjusted to best performance and proper operations of all features and functions, is a standard configuration.

all system administration functions (e.g., back-ups, password resets, and information security settings) are properly implemented IAW USCG and/or DHS policy the CG shall be notified if parts are showing symptoms of future failure parts that are currently failed or not working efficiently are repaired or replaced so they return to an optimal working condition.

Systems fail for multiple reasons. These are reported as Casualties (CAS) which require corrective actions or Responses (REP). The scope of this contract shall include CASREP for hardware, software and system configuration.

The Contractor shall maintain a point of contact (POC) to receive and respond to CASREP. This POC can be the contractor’s project manager. CASREP responses may be remote or required the Contractor to provide services on-site. On-site services may require travel, advance notice of arrival and adherence to CG and site security procedures prior to arrival. The details for the call center and CASREP shall be described in a separate Task Order (TO).

Coast Guard users move between units, include new hires and users leaving the CG.

Moves, Adds & Changes (MAC) are normally performed by CG technicians. There may be times when the technician is unable to successfully perform the MAC. Assistance under this contract will be required. This may include performing the MAC and/or evaluating the problem and providing the technician the information to allow the MAC to be successfully completed, e.g. training or job-aids

The Contractor shall be experienced in supporting and maintaining all the Local Area Network (LAN) and Wide Area Network (WAN) equipment and peripherals the telephony system uses. The CG uses many networking approaches, including, but not limited to, Session Initiation Protocol (SIP) and Primary Rate Interface (PRI).

The Contractor shall be experienced in upgrading and installing systems as well as repairing, expanding and relocating telephony and PA systems. This includes new sites with no existing PA or telephony systems and replacing existing software or hardware components.

Software, hardware and/or firmware may be upgraded independently from other components or an entire system may be upgraded. For instance, if a “CM” has a new software version, the CM may be upgraded to the new version with other system components not upgraded. Software and firmware updates may include patches, bug fixes and security updates.

The CG may require a site survey to an existing or new site. A site survey deliverable may include a proposed design, including potential schedule, list of equipment and recommendations. The TO will provide the details.

Most installs and upgrades will require the CG take actions before and after actions the Contractor must perform. For instance, the “cut-over” from one system to a different system may require a time period the phone system (both old and new) are unavailable.

The CG will advertise the period of unavailability with alternate communication paths.

The CG will need to know the expected window so the CG can do the advertising and make the alternate arrangements. The Contractor shall be required to provide a detailed schedule that includes CG actions.

The Contractor shall be required to install peripheral systems and services such as campus-wide PA systems, battery/rectifier systems, Uninterruptible Power Systems (UPS), Automatic Call Distribution (ACD) systems, Call Detail Record (CDR) systems and Voice Mail (VM) systems, Avaya Aura Contact Center (AACC) system or equivalent, Contact Center Elite and/or VMware. The TO will indicate which systems and peripherals are to be installed. What is to be installed and if there are restrictions, such as single-point-of-failure that would require different services be provided on separate hardware or VMware devices, that shall be indicated in the TO.

The Contractor shall be required to install and configure the latest Sentry e911 service required to support federal laws including but not limited to: Kari’s Law and the Ray Baum Act for Next Generation 011 (NG911) emergency location services.

The Contractor shall be required to install and configure the latest IR Prognosis to support network monitoring and maintenance service capabilities. Services such as Kari’s Law/Ray Baum configuration and Avaya hardware/firmware/software such as IR Prognosis.

The Coast Guard does not currently have cloud-based telephony. However, in the length of this contract, the USCG will develop a cloud-based telephony service. The Contractor will be expected to participate in the design, deployment and support of cloud-based telephony.

During installations, the contractor will be required to label components, including cabling IAW industry standards, CG standards and DHS directives.

The Contractor shall provide training to USCG personnel and arrange Original Equipment Manufacturer (OEM) training. Some training will be provided “on-site”, normally combined with an installation or Groom. Other training will be at a training facility. The Contractor shall not be responsible for travel or housing requirements for CG students. The training ranges from explaining the features of the telephone system to end users and administrative and maintenance functions for technicians. The training requirements will be included in the individual task orders.

The Contractor shall provide configuration management support. This shall include tracking equipment and services that are installed at each site. The Contractor shall notify the CG when equipment is reaching end of life, exhibiting symptoms of beginning failure or services are approaching renewal. Notification shall be far enough in advance to allow for replacement or renewal without a break in service. This shall include notification of warranties renewals, support contract renewals (annual PASS, SA, IPOSS and SmartNet) and subscription renewals. Subscription renewals include, but are not limited to, Sentry e911, IR Prognosis, and Cisco Cloud Services Router (CSR).

The Contractor shall respond to data calls for information about site configuration, warranty and subscription status.

The Contractor shall be required to provide installation documentation. Each TO shall include what documentation is required.

The CG will require an Authority to Connect (ATC) and Authority to Operate (ATO).

Installations and documentation shall adhere to standards required to receive ATC/ATO as defined by the DOD, DHS, DISA JITC hardening, MUDG, CG and CG Cyber standards.

Task Orders will be firm-fixed price and IAW 4.5 Travel, Travel shall be reimbursed in accordance with Federal Travel Regulations (FTR) and FAR 31 Allowable costs.

1.3 Reserved.

1.4 Applicable Standards:

The following standards shall be followed by the Contractor in performing the work described in this document:

Telecommunications Industry Association (TIA)

Telecommunications Industry Association (TIA-568) Commercial Building

Telecommunications Cabling Standard

Telecommunications Industry Association (TIA-569) Commercial Building Standard for Telecommunications Pathways and Spaces

Telecommunications Industry Association (TIA-606) Administration Standard for

Commercial Telecommunications Infrastructure

Telecommunications Industry Association (TIA-607) Generic Telecommunications Bonding and Grounding (Earthing) for Customer Premises Standard

Telecommunications Industry Association (TIA-758) Customer-Owned Outside

Plant Telecommunications Infrastructure Standard

BICSI-002 Data Center Design Standard

International Organization for Standardization (ISO)

Electronics Components Industry Association (ECIA) EIA/ECA-310 Cabinets, Racks, Panels and Associated Equipment Standard

National Electrical Safety Code (NESC)

National Fire Protection Association NFPA 13: Standard for the Installation of Sprinkler Systems

National Fire Protection Association NFPA 70: National Electrical Code (NEC)

National Fire Protection Association NFPA 2001: Standard on Clean Agent Fire

Extinguishing Systems

Next Generation 911 (NG911) Standards Identification Review

Kari’s Law and Ray Baum’s Act

CG/DHS/DOD Standards

Coast Guard COMDINST M5530.1C Physical Security and Force Protection Program

Coast Guard Public Address System Standards (Shore Units Only)

Chief of Naval Operations/United States Marine Corps Information Assurance Protected Distribution System (PDS) Publication (FOUO)

Coast Guard COMDTINST M2241.6 TEMPEST Program (FOUO)

Coast Guard Inside Plant (ISP) Cabling Standards

Coast Guard Cyber Command Network Diagram Desk Guide

DoDIN APL Process Guide 2019 v2.6 or more recent

C5ISC VAR Process, most recent version

Note: The Contractor shall comply with the above or the latest versions, including updated versions or policies that supersede the above.

1.5 Contact Centers

Operations Systems Center (OSC) Primary Core, Kearneysville, WV

National Maritime Center (NMC), Martinsburg, WV

Geo Redundant Survivable Core (ESS), Martinsburg, WV

C5I Service Center, Alexandria, VA

Pay & Personnel Center, Topeka, KS

Finance Centers, Chesapeake, VA

Centralized Service Desk, St. Louis, MI

1.6 Department of Defense (DoD) Directive 8570 Contractor Compliance

Department of Defense (DoD) Directive 8570 Contractor Compliance

All contractor personnel shall be required to maintain a professional certification in accordance with the Department of Defense 8570.01-M, Information Assurance Workforce Improvement Program. As a condition of privileged access to any information system, personnel performing IA functions as described in the Information Assurance Workforce Improvement Program, DoD 8570.01-M, shall satisfy and sustain DoD IA training and certification requirements (see DoD 8570.01-M, Chapters 3, 4, 6, and 11).

Contractor employee classifications are as follows:

SME Level I (Junior/Apprentice, 0 to 3 years experience) Minimum requirement is IAT-I

SME Level II (Mid/Journeyman, at least 3 years of experience) Minimum requirement is IAT-II or IAM-I

SME Level III (Senior, at least 7 years of experience) Minimum requirement is IAT-III or IAMII

Upon request by the Government, the Contractor shall provide documentation supporting the Department of Defense 8570.01-M certification status. Contractor personnel who do not have proper and current certifications shall be denied access to USCG IT systems. All Contractor employees shall be citizens of the United States, and meet the security background criteria as defined in Section H. All Contractors, to include internal and external consultants and/or support staff must also meet required security criteria. All Contractor personnel must have a favorably adjudicated background investigation as defined by the USCG prior to being granted access to a USCG IT System. The Contractor will be held responsible for applying for, obtaining and maintaining a valid Common Access Card (CAC) as a condition of continued employment under the contract.

IAMS CCM Requirements:

Personnel performing Information Assurance (IA) functions as described in the Information Assurance Workforce Improvement Program, DoD 8570.01-M, shall satisfy and sustain DoD IA training and certification requirements (see DoD 8570.01-M, Chapters 3, 4, 6, and 11).

Role

Required Certification

Role

Certification

CCM

POAM

Management Jr: IAT I Mid/Sr: IAT II

Vulnerability Management Jr: IAT I Mid/Sr: IAT II

Task Order Management

Not an IA Role None

IDAM Jr/Mid/Sr: IAT II

CM

Not an IA Role None

DBA Jr: IAT I Mid/Sr:

IAT II

TW Jr: IAT I Mid/Sr:

Audit Support Jr: IAT I Mid/Sr: IAT II

IAMS A&A Requirements:

Assurance Workforce Improvement Program, DoD 8570.01-M, shall satisfy and sustain DoD IA

Certification

Role

*A&A

Security Engineer

Jr:

Mid:

Sr:

IAM II, IAM

III or IAT III

Security Analyst

Jr:

IAT I

Mid:

Sr:

IAM II, IAM

III

DRC

Add-on Jr/Mid/Sr: IAM II

* If an IACS Exacta account is required you must be IAM II or IAT III certified

IAMS ITSEC Requirements:

Certification

Role

ITSEC

DART Jr/Mid: IAT II Sr:

IAM II or IAT

III

IR Jr/Mid: IAT II Sr:

IAM II or IAT

III

PPSM Jr: IAT I Mid/Sr: IAT II

Firewall Jr/Mid: IAT II Sr: IAT III

Architecture Jr: IAT II Mid/Sr:

IAM II or IAT

III

Personnel performing Information Assurance (IA) functions as described in the Information Assurance Workforce Improvement Program, DoD 8570.01-M, shall satisfy and sustain DoD IA

IAMS IASE Requirements:

Assurance Workforce Improvement Program, DoD 8570.01-M, shall satisfy and sustain DoD IA

IASE

Scheduler

Not an IA Role

None

Process Specialist Not an IA Role

None

2.0 THE CONTRACTOR SHALL PROVIDE LIFE CYCLE SUPPORT FOR:

2.0.1 Public Address (PA) Systems:

2.0.1.1 PA systems consist of speakers, cabling, networking devices and a microphone. The microphone may be a telephony system, e.g. “use the phone to make a pipe”. The speakers may be internal or external to a building.

2.0.1.2 A particular site may be organized in “zones”. The PA system shall be configurable so broadcasts/pipes from one zone are independent from other zones.

2. 0.1.3 A site may select either a single zone or multiple zones to broadcast/pipe.

2. 0.1.4 In addition to the speaker, cabling and microphone, a PA system may include supporting hardware such as cable routing equipment, trays, shelves, UPS, power supply connections, clips, etc.

2. 0.1.5 The Contractor shall ensure the Telephony System interfaces with a new or existing overhead PA system located at the site.

2. 0.1.6 The Contractor shall have the ability to replace campus-wide PA systems.

2.0.2 Telephony Systems:

2.0.2.1 The current inventory of telephony systems include:

a. eOn

b. Avaya (IPO, Communication Manager (CM), Communication Server

1000 (CS1K))

2.0.2.2 Each telephony system consists of multiple components. The exact type and number of components will be specific to each installation location/site.

Some sites will be stand-alone sites. Others will be in a system that connects many sites to a core site via a WAN connection. These sites are configured as survivable sites.

2.0.2.3 Each site shall be able to make and receive calls. This will require the use of network routing and its associated equipment and configuration. Many sites will include a Remote Worker option. As the name implies, remote workers will connect to these sites.

2.0.2.4 In general, phones system peripherals include battery/rectifier systems, Uninterruptible Power Systems (UPS), Automatic call Distribution (ACD) systems, Call Detail Record (CDR systems and Voice Mail (VM) systems. Each site has a different combination of peripherals based on the needs of each site.

This is not a complete list of all possible peripherals.

2.0.2.5 The phone system will connect to the Public Address System.

2.0.2.6 Cabling and wiring is needed to connect components together. Cabling and wiring shall be labeled IAW industry TIA, ISO, BICSI, DHS, DoDIN and CG standards. COR shall resolve any differences between the standards.

2.0.2.7 System components may be installed in a computer rack in a telecommunications closet. Rack cable management, including patch panels, may be required.

2.0.2.8 Each system shall connect to a USCG demarcation device. This may be a patch panel, punch panel or other device. Site documentation shall include this information.

2.0.2.9 Many phone systems support Voice over Internet Protocol (VOIP).

Others use analog, proprietary ISDN or other legacy transport protocols.

2.0.2.10 Some systems are configured to support Kari’s Law/Ray Baum configuration.

2.0.2.11 Some systems are configured to support the Avaya Prognosis system.

2.0.2.12 A cloud-based telephony solution will be developed during this contract.

2.0.3 Contact Centers:

2.0.3.1 This IDIQ will include life cycle support and maintenance for the Contact Center locations listed in paragraph 1.5 above. Life cycle support and maintenance include:

a. Providing uninterrupted continuation of services to project participants; Receive all paper and electronic files, training manuals and access to equipment.

b. Provide technical and functional support including quality assurance, progress/status reports, schedule deployment, integrations, risk identification/handling/mitigation strategy and project reviews.

c. The Contractor shall provide centralized administrative, clerical, documentation, and related functions needed to develop work products and demonstrate completion of activities required under this task order.

2.1 Reserved

a. The Contractor Project Manager shall be the point of contact for all required program tasks. An alternate shall be designated to act in the absence of the Program Manager/Project Manager.

2.2 Configuration Management:

2.2.1 The contractor shall maintain records of all system components that will allow a system to be rebuilt. For instance, if a lightning bolt destroys the system, the system can be rebuilt using the configuration information. This includes all networking information, system configuration information, phone numbers assigned to each jack and port, network protocols, IP addresses, etc.

2.2.2 The contractor shall provide a report listing the information at the end of each contract option, including base, each contract year, and the end of the contract.

2.2.3 Within five (5) business days of COR request, the contractor shall deliver the configuration information. These requests are different from the end of year requests already discussed. COR request may be a subset of all sites.

2.2.4 Configuration information shall include drawings. Drawings shall include all information necessary to identify individual equipment, rack locations, wiring, etc.

2.2.5 ATO drawings shall be developed and/or maintained. ATO drawings shall comply with USCG ATO drawings standards.

2.2.6 All configuration information needed to successfully connect to the CG identified demarcation information shall be included.

2.3 Property Management:

2.3.1 Contractor shall maintain a list of all property located at each site. The information shall be sufficient to complete DD1149, C5I 4790 CK and warranty information. The program office and COR will track DD 1149s.

2.3.2 The contractor shall provide a report listing the…