70Z07924RUCPL0001 USCG Telephony Lifecycle Support IDIQ.pdf

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70Z07924RUCPL0001

TABLE OF CONTENTS:

Section II: Continuation of SF1449 Section III: Contract Clauses Section IV: List of Documents, Exhibits, and other Attachments Section V: Solicitation Provisions

Section II: Continuation of SF1449

Item Number Base Item Number

Supplies/Services Quantity Unit

0001 Base Year - Telephony Lifecycle Support Services. The vendor shall supply telephony services in accordance with the Statement of

Work (SOW) under the issuance of task orders. Pricing for subsequent task orders will follow the amounts noted on the pricing sheet (ATT I)

Contract Type:Firm Fixed Price Unit Price

Extended Price

Description:

Purchase Requisitions

IDC Type: Not Applicable

Period Of Performance Start Date Period Of Performance End Date Period Of Performance Address

12/15/23 12/14/24

Supplies/Services Quantity Unit

1001 Option Year One - Telephony Lifecycle Support Services. Pricing for subsequent task orders will follow the amounts noted on the pricing sheet (ATT I)

Contract Type:Firm Fixed Price Unit Price

Extended Price

Description:

Purchase Requisitions

Option:

Option Time Date: 12/15/24 Option Time Duration: 364 Option Time Units: Days

Supplies/Services Quantity Unit

2001 Option Year Two - Telephony Lifecycle Support Services. Pricing for subsequent task orders will follow the amounts noted on the pricing sheet (ATT I)

Contract Type:Firm Fixed Price Unit Price

Extended Price

Description:

Purchase Requisitions

Option:

Option Time Date: 12/15/25 Option Time Duration: 364

Supplies/Services Quantity Unit

3001 Option Year Three - Telephony Lifecycle Support Services. Pricing for subsequent task orders will follow the amounts noted on the pricing sheet (ATT I)

Contract Type:Firm Fixed Price Unit Price

Extended Price

Description:

Purchase Requisitions

Option:

Option Time Date: 12/15/26 Option Time Duration: 364

Supplies/Services Quantity Unit

4001 Option Year Four - Telephony Lifecycle Support Services. Pricing for subsequent task orders will follow the amounts noted on the pricing sheet (ATT I)

Contract Type:Firm Fixed Price Unit Price

Extended Price

Description:

Purchase Requisitions

Option:

Option Time Date: 12/15/27 Option Time Duration: 365

Section III: Contract Clauses

NOTICE TO OFFERORS

The U.S. Coast Guard, Command, Control, Communications, Computers, Cyber & Intelligence Service Center (C5ISC) will acquire the services/supplies outlined in the solicitation utilizing procedures in FAR Part 12, Acquisition of Commercial Items, FAR Part 16.504, Indefinite Quantity and FAR Part 19-5, Small Business Set-Aside.

This solicitation is issued as a Set Aside for Small Business Concerns.

THE FOLLOWING INFORMATION IS HIGHLIGHTED FOR YOUR ATTENTION

1. This cover sheet is not intended to be all-inclusive. Please read the entire solicitation, including any attachments, to ensure completion of all required representations, certifications, and submissions.Acknowledge all Solicitation Amendments (SF-30) issued by the Government.

2. Your offer shall include ALL of the documents and information listed on pages # (FAR Provision 52.212-1, (b) Submission of Offers) andyour offer shall be received by our office at or before the exact date and time specified on page 1 of the SF- 1449, Block 8 to be eligible for award.

3. Submit your offer, with all required documentation, via e-mail to:

1) Contract Specialist, Magdalena Pitre at magdalena.pitre@uscg.mil and

2) Contracting Officer, Keith A. Miner at keith.a.miner@uscg.mil

4. DO NOT submit removable memory/storage devices or media, such as, flash drives, thumb drives, memory sticks, hard drives, CD, DVD, or any other similar devices. USCG policy prohibits the use of removable memory/storage devices or media on USCG workstations and the USCG network.

5. This solicitation does not obligate the Government to compensate for any costs incurred by the Offeror in the preparation and/or submission of any offer, nor does it obligate the Government to procure for said services or supplies.

6. QUESTIONS/CONCERNS: It shall be the obligation of the offeror to exercise due diligence to discover and to bring to the attention of the Government any ambiguities, inconsistencies, or concerns regarding the information in this solicitation. All questions/concerns regarding this solicitation shall be submitted in writing (NO phone calls) to the Contract Specialist at Magdalena.pitre@uscg.mil and Contracting Officer at Keith.a.miner@uscg.mil no later than November 13, 2023, at 5:00 PM Eastern. Follow-up/additional questions will not be accepted after this date. Offerors shall reference the solicitation number and provide enough information in their e-mail so the Government can easily respond to their questions/concerns. All questions/concerns will be compiled and addressed on an "Amendment of Solicitation" (SF-30) and will be posted on SAM.gov website for viewing by all potential offerors.

*Only send questions/concerns to the Contract Specialist and Contracting Officer listed above or, if not available, to the Primary Contracting Officer listed in this solicitation. DO NOT ask or submit questions/concerns regarding this solicitation to any other USCG or government personnel (e.g., COR, program/project manager, etc.).

NOTICE FOR FILING AGENCY PROTESTS

United States Coast Guard Ombudsman Program

It is the policy of the United States Coast Guard (USCG) to issue solicitations and make contract awards in a fair and timely manner. The Ombudsman Program for Agency Protests (OPAP) was established to investigate agency protest issues and resolve them without expensive and time- consuming litigation. OPAP is an independent reviewing authority that is empowered to grant a prevailing protester essentially the same relief as the Government Accountability Office (GAO).

Interested parties are encouraged to seek resolution of their concerns within the USCG as an Alternative Dispute Resolution (ADR) forum rather than filing a protest with the GAO or some external forum. Interested parties may seek resolution of their concerns informally or opt to file a formal agency protest with the Contracting Officer or Ombudsman.

Informal Forum with the Ombudsman. Interested parties who believe a specific USCG procurement is unfair or otherwise defective should first direct their concerns to the applicable Contracting Officer. If the Contracting Officer is unable to satisfy their concerns, interested parties are encouraged to contact the U.S. Coast Guard Ombudsman for Agency Protests. Under this informal process the agency is not required to suspend contract award performance. Use of an informal forum does not suspend any time requirement for filing a protest with the agency or other forum. In order to ensure a timely response, interested parties should provide the following information to the Ombudsman: solicitation/contract number, contracting office, Contracting Officer, and solicitation closing date (if applicable).

Formal Agency Protest with the Ombudsman. Prior to submitting a formal agency protest, protesters must first use their best efforts to resolve their concerns with the Contracting Officer through open and frank discussions. If the protester's concerns are unresolved, an Independent Review is available by the Ombudsman. The protester may file a formal agency protest to either the Contracting Officer or as an alternative to that, the Ombudsman under the OPAP program.

Contract award or performance will be suspended during the protest period unless contract award or performance is justified, in writing, for urgent and compelling reasons or is determined in writing to be in the best interest of the government. The agency's goal is to resolve protests in less than 35 calendar days from the date of filing. Protests shall include the information set forth in FAR 33.103(d)(2). If the protester fails to submit the required information, resolution of the protest may be delayed or the protest may be dismissed. To be timely protests must be filed within the period specified in FAR 33.103(e). Formal protests filed under the OPAP program should be submitted electronically to OPAP@uscg.mil and the Contracting Officer or by hand delivery to the Contracting Officer.

Election of Forum. After an interested party protests a Coast Guard procurement to the Contracting Officer or the Ombudsman, and while the protest is pending, the protester agrees not to file a protest with the GAO or other external forum.

If the protest is filed with an external forum, the agency protest will be dismissed.

SECTION B: Supplies or Services Pricing/costs See attachment I, Pricing Sheet, USCG Telephony Services

SECTION C: STATEMENT OF WORK (SOW)

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. Existing and cyber security requirements 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 be 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 Order, 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 Objective:

The objective of 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 utilizing time firm-fixed price and time and materials.

1.4 Applicable Documents:

1.4.1 Reference Documents

The following documents may be helpful to 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

1.4.2 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

1.5 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). Contractor employee classifications are as follows:

Role Required Certification

Role Required 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 IAT II

TW Jr: IAT I Mid/Sr: IAT II

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

IAMS A&A 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). Contractor employee classifications are as follows:

Role Required Certification

Role Required Certification

*A&A Security Engineer

Jr: IAT II 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:

Role Required Certification

Role Required Certification

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 training and certification requirements (see DoD 8570.01-M, Chapters 3, 4, 6, and 11). Contractor employee classifications are as follows:

IAMS IASE 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). Contractor employee classifications are as follows:

Role Required Certification

Role Required Certification

IASE PM A&A PM: IAM II ITSEC/CCM/IASE PM:

IA PgM:

IAM III or IAT III

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 phones 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 configure 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 1.4.2 of this PWS. 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.

d. 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.

2.1 Visit Access Requests (VAR):

2.1.1 The Contractor is responsible for complying with Visit Access Requests (VAR) and site-specific access processes to ensure accessibility to individual sites. The visit schedule shall allow a minimum of fourteen days between determination of the visit dates and the beginning of the visit.

2.1.2 Most TO shall have an assigned Project Manager (PM) for that TO. VAR shall be coordinated with the PM.

When coordinating with the PM, any communication that includes privacy information shall be secured using established methods for exchanging privacy information.

2.1.3 Most VAR requests are submitted by the Contractor to the facility's security officer on company letterhead. If this information includes privacy information, secure communications methods shall be used.

2.1.4 VAR procedures change. The Contractor should ensure they are following the current procedures.

2.1.5 If a contractor employee leaves Contractor employment, and the Contractor employee was included in a VAR request for future visits, the Contractor will update the VAR request by removing the Contractor employee from the list. The Contractor shall notify the COR the Contractor employee has been removed from the list of authorized future visits.

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 information at the end of each contract option year, including base, and the end of the contract.

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

COR request may include specific formatting for the returned data.

2.3.4 Contractor shall provide a report of installed and de-installed property after any action which causes property to be modified (e.g. installs, upgrades, replacements). Information shall be sufficient to complete DD1149, C5I 4790 CK and warranty information. The program office and COR will track DD 1149s.

2.3.5 Site surveys may include a section for property located at site. (Should be the same as 2.3.4 Information shall be sufficient to complete DD1149, C5I 4790 CK and warranty information.

2.4 Warranty Management:

2.4.1 The contractor shall prepare documentation sufficient to renew the annual warranty. The information shall be provided to COR 90 days prior to warranty expiration. Contractor shall work with COR to resolve any discrepancies.

Upon approval, contractor shall obtain warranty for USCG. Contractor shall provide warranty documentation to COR.

When responding to data call requests, contractor may be required to associate warranty expiration with each piece of equipment.

Current warranties including, but not limited to:

• IPOS-Avaya IP Office Support Services

• PASS – Avaya Partner Assurance Support Services

• Support Advantage

• Smartnet – Cisco support for LAN and WAN equipment

2.5 Subscription Management:

The contractor shall prepare documentation sufficient to renew the annual subscription renewals. The information shall be provided to COR 90 days prior to subscription expiration. Contractor shall work with COR to resolve any discrepancies. Upon approval, contractor shall obtain subscriptions for USCG. Contractor shall provide documentation to COR. Contractor may be required to respond to data call requests. Subscription service shall include, but not be limited to, Sentry e911, IR Prognosis, Cisco CSR, etc.

2.6 Site Surveys:

2.6.1 Some TO will include a site survey, a design and an install component. Other TO may only include the site survey, the design or the install component. The TO shall indicate the requirements for that TO.

2.6.2 Unless otherwise indicated in the task order, site surveys are to return all the telephony related information associated with a site, including, but not limited to, current programming, assigned phone numbers, and floor layout drawings. All the information needed to plan the future install or upgrade is to be identified and captured.

2.6.3 Site surveys will most often be to design and install a new system or replacing an existing system. Site surveys may also be required for repairing, expanding or relocating existing PA systems.

2.6.3.1 Unless otherwise stated in the TO, If this is an existing site, the survey should return the current configuration from the demarcation point (including information about the demarcation point) to the end users.

2.6.4 If this is to support a future install or upgrade, the site survey shall identify all the information required to be collected for the install or upgrade. It shall capture current information as well. For instance, if this is an upgrade, the current phone numbers assigned to each desk will be captured. If this is an upgrade, the site survey can capture the property information associated with the property to be de-installed during a future install or upgrade.

2.6.5 In many cases, drawings of the floor and telecommunications closet can be captured during a site survey.

2.6.6 The contractor shall deliver a site survey report detailing the findings. The site survey report shall include a section for database collection/workbook, access requirements, special needs or concerns, demarcation information,

2.7 Database collection/Workbook/As-Build documentation:

2.7.1 The database collection/workbook is a durable document the contractor shall keep up-to-date. It contains all the information about a site necessary to build or rebuild a site. It documents the current configuration, system programming, network information, hardware information, software information, firmware information, version information, warranty information, power requirements, rack layouts, demarcation information, jack information, username/password, manufacturer registration codes (for example, GRT registration information), PA position drawings, site/campus drawings, network drawings, etc.

2.7.2 Following a site survey for a new installation, the workbook shall be partially complete with blanks for elements such as hardware information, serial numbers, etc. For a site survey for an expansion, the known information shall be filled in with space allowed for the expansion information.

2.7.3 Following an install, the workbook should be complete and document the current configuration.

2.7.4 Documentation can be Visio, MS Excel, MS Word, PDF, JPGS, or other documents readable with the CG SWIII MS bundle. Drawings shall be delivered in Visio format and PDF version.

2.8 Material acquisition:

2.8.1 All material acquired under this IDIQ and associated TO will become the property of the USCG unless otherwise documented during the acquisition process.

2.8.2 All rights and warranties shall be transferred to the USCG.

2.8.3 Unless otherwise stated, material acquisition via TO shall not occur more than six (6) months prior to scheduled installation. The Contractor shall coordinate ordering and delivery dates to maximize warranty coverage. It is anticipated the warranty will begin when users begin using the system.

2.8.4 Unless otherwise stated, material acquisition shall be the most recent version of hardware and/or software.

2.8.5 Material acquisition includes, but is not limited to, software, hardware, firmware, licenses, warranties, training and services.

2.8.6 If new hardware or software has been released between the time the material was ordered and delivery, the contractor shall notify the COR of the situation and their plans to either move to the new version or stay on the existing version. The contractor shall estimate the cost of moving to the new release if they plan to stay on the existing version.

2.8.7 The contractor shall provide the USCG PM and COR a copy of shipping documentation for any material shipped to the USCG prior to shipping. The USCG may share this information with on-site personnel to help manage deliverables and on-site storage. Shipping documentation shall include what material is being shipped and receiving address and point of contact. Tracking information such as carrier and tracking ID number shall be shared.

2.8.8 Many telephony systems are beyond end of life. If this type of equipment is being removed from the site, the Contractor shall notify the PM and COR to determine if the removed equipment is to be returned to the CG. (Added to the CG spares pool for future use at a different site.) If the equipment is to be returned, efforts shall be taken to preserve the equipment in a functional capacity.

2.9 System De-installation:

2.9.1 Individual TO will describe the details associated with Telephony and PA systems de-installation.

2.9.2 The systems are usually being installed near other systems which are not telephony systems. The de-installation activities will have no impact to systems or system components located near the system or system component being de-installed.

2.9.3 Individual TO will identify if some components should remain in place for future re-use. An example would be network cabling may be re-used during an upgrade; wiring could be re-used during a PA upgrade.

2.9.4 Contractor shall provide shipping boxes and packing materials to hold removed material. The equipment shall be disassembled as necessary to make it easy to handle. Boxes should be heavy duty and no larger than 2.5' x 2.5'.

If disassembled equipment cannot fit into a 2.5'x2.5' box, appropriate packaging shall be used. Boxes should weigh less than 75 pounds.

2.9.5 Contractor shall inventory the removed material and boxed items to list box number, item, and quantity. The Contractor shall deliver the removed and boxed items to the USCG for disposition.

2.9.6 If material is on CG property, Contractor shall provide a report which has sufficient detail to remove material from CG property or transfer property from site's/unit's property (Frequently this is the information required in a DD- 1149).

2.10 Authority to Connect/Authority to Operate (ATC/ATO):

2.10.1 The CG will require an ATO on the telephony system. As such, all CG naming conventions, networking information, documentation and standards will apply as if the system was already an accredited system and maintaining an ATO. These standards will apply to the PA systems as well. (The PA system connects to the telephony system for making broadcasts/pipes.)

2.10.2 Once the system connects to the CG network (CGOne), system administrator authentication will be via CAC and authentication to networking devices, and possibly other telephony servers, will require the use of a CG issued RSA token. The RSA tokens require users comply with the CG Privileged User program prior to issue. Contractors shall be prepared for their employee's to acquire the credentials in advance of the conversion to CGOne.

2.11 Document Standard system functional requirements:

This document shall provide a basis for the GROOMS and System Operation Verification (SOVTS). It defines the minimum functions that must be met to deem the system is functioning correctly. It will describe the function and the expected results.

2.12 Grooms:

2.12.1 Evaluate the system and modify it until it is consistent with the standard functional requirement for each system.

2.13 System Operation Verification (SOVT):

2.13.1 Each TO shall state if an arrival SOVT is required. This is performed before any work begins. The intent of this Arrival SOVT is to document what was functioning correctly or was broken prior to any work beginning.

2.13.2 Post-Install, Pre-cutover SOVT – This SOVT is performed after a new system has been installed but is not yet operational or cut over to. The SOVT is performed on the newly installed system. The results of the SOVT are used to document if the system is functioning correctly. The results, along with other information, is used to make a go/no go decision to turn off the existing system and start using the new system as the operational system.

2.13.3 Post-install, post-cutover SOVT – The Post-Install SOVT is performed on a system after the system is installed, but prior to installation team departure. It documents what portions of the system are working and if there are any portions that are not functioning to specification. The portions of the system that are not working correctly may need to be corrected prior to team departure.

2.13.4 Unless otherwise indicated in the TO, the SOVT shall be signed by both the USCG PM, a representative from the site and the contractor's on-site Project Manager or team lead.

2.14 Training:

2.14.1 Each TO will indicate if training is required. Normally, training will accompany a Groom, upgrade or install.

2.14.2 Classroom training may be required, for instance provide classroom training for system administrators on the eOn telephony system.

2.14.3 Training may include the acquisition and registration of users in a commercial training course.

2.15 Design Upgrades/New installs:

2.15.1 Some TO will include a site survey, a design and an install component. Other TO may only include the site survey, the design or the install component. The TO shall indicate the requirements for that TO.

2.15.2 The contractor shall design new system and components as well as design expansions or relocations of existing system and components.

2.15.3 Designs shall comply with CG organizational standards such as the use of select CISCO networking products.

2.15.4 Design documentation shall comply with CG standards such as ATO documentation standards.

2.15.5 The Contractor's design shall be required to interface with existing components.

2.15.6 The Contractor's design may be required to "extend" an existing design from a current site to a new site. For instance, the CG has installed an Avaya system that acts as a "core" for other sites. The TO may require a site to be installed and connect to the existing "core" site. The TO may require the new site to be similar in design to an existing site connecting to the "core". The TO will provide information about the "core" and the existing site.

2.15.7 The design may be required to include an installation schedule.

2.15.8 The design may be required to include a list of components to implement the design.

2.16 Install Upgrades/New installs:

2.16.1 Some TO will include a site survey, a design and an install component. Other TO may only include the site survey, the design or the install component. The TO shall indicate the requirements for that TO.

2.16.2 The contractor shall install new systems and components.

2.16.3 The contractor shall install expansions of existing systems and components.

2.16.4 The contractor shall install relocations of existing systems and components.

2.16.5 The contractor shall install and integrate peripheral systems.

2.16.6 The contractor shall…