Appendix 3 - Performance Work Statement (PWS) UK Mobile Phone Services.docx

UK Mobile Phone Services Performance Work Statement (PWS) December 14th, 2021

TABLE OF CONTENTS

1.0 PURPOSE STATEMENT

This Performance Work Statement (PWS) is for mobile telephone services in support of the United States Visiting Forces (USVF). The contractor shall provide mobile telephones services for USVF stationed in the United Kingdom of Great Britain and Northern Ireland. The USVF anticipates 100-400 mobile phone service packages for official purposes between Royal Air Force Mildenhall (RAFM) and Royal Air Force Lakenheath (RAFL). The USVF will utilize mobile service packages from a selection of numerous different service packages based upon their individual circumstances on month-to-month rolling basis. The service packages will be available for purchase on an established ordering system, with multiple different government purchase card holders authorized to purchase from the ordering system established IAW the provided ordering guide, attached as appendix 1.

2.0 SERVICE PACKAGE REQUIREMENTS

0. DOMESTIC CALLS

The Contractor shall ensure on a 24-hour basis at least 99% local network coverage and roaming services within the UK and the European Union. The amount of minutes offered is to vary between the numerous plans proposed to be in the government’s ordering system.

0. INTERNATIONAL CALLS

The Contractor shall ensure on a 24-hour basis adequate international connectivity within all of Europe, the United States, and globally both within and while outside of the United Kingdom. The amount of minutes offered is to vary between the numerous plans proposed to be in the government’s ordering system

0. COVERAGE AND INTERNATIONAL ROAMING

The contractor shall provide accurate 3G, 4G, 5G, long-term evolution (LTE) or latest technology, voice, and SMS/Text coverage maps for the areas listed in this section. The contractor shall guarantee that USG iPhones/Androids are able to send and receive DOS LAN emails within the coverage areas provided by the contractor. The contractor shall provide the most extensive roaming connectivity it has the ability to provide. The roaming plans extensiveness is dependent upon the offered selection of mobile service packages provided by the contractor. The plans collectively should provide roaming within all areas of Europe, the United States, as well as adequate coverage of countries around the globe.

0. SMS TEXT MESSAGING

The contractor shall provide access to around-the-clock SMS text messaging. The contractor’s SMS network shall be capable of handling large quantity burst messages in accordance with industry standards.

0. VOICE MAIL

The Contractor shall provide Voice Mail services in English. A Voice Mail Box is to be prepared for each number separately as per standard practice.

WIRELESS APPLICATION PROTOCOL (WAP)

The Contractor shall provide internet connection through their network to the Wireless Application Protocol (WAP) Internet sites.

WIFI CALLING and WIFI HOTSPOTs The Contractor shall provide WIFI Calling services for all devices under the plan as well as the ability to set-up a WIFI hotspot with data limits according to the plan selected from the ordering list.

ADDITION OF NEW LINES

The Contractor will provide a fully functional SIM card, telephone number, and appropriate security codes to the contract officer representative (COR) within 48 hours, regardless of the day of the week, after receiving a call order under the contract. Contractor must specify the procedure/policy for the addition of new lines/sims and ordering of new devices that were stolen, broken, etc. The registration of SIM cards shall not be aligned to individual United States Government (USG) employees but rather registered under the contracting officer’s authority and not require individual customer details for each number. The addition of non-official lines is prohibited; this contract is valid only for official Government needs.

DETAILED BILLING

The Contractor shall provide a monthly breakdown of calls made by each individual number; the breakdown is to clearly show:

2.0.12.1 Called or texted number.

2.0.12.2 Time and date of the call.

2.0.12.3 Duration of the call.

2.0.12.4 Amount of data used, if applicable (roaming or average).

2.0.12.5 Price.

2.0.12.6 Itemized bills per number for calls and data use per billing period.

2.0.12.7 Government representatives will access monthly statements via the Provider’s website/portal and pay bills using their Government Purchase Cards (GPC), the MasterCard credit card used USAF-wide, or any other bank that the US government begins using, within reasonable notice.

CANCELLATION

The Government may leave the contract as a whole, or each individual number provided within 30 days of notice.

EQUIPMENT RETURN/DEFECTIVE POLICY

If a telephone is defective or is to be returned, the telephone is to be exchanged within three (3) business days.

SURVIVABILITY and RECOVERY The contractor shall have a working system of network survivability in case of emergencies and serious disasters when the network is fully or partially non-functional. The contractor shall have a recovery plan in place that shall deal with such occurrences.

VAT EXEMPTION

Value Added Tax (VAT) is not applicable to USVF and shall not be included in the CLIN rates or Invoices.

3.0 CUSTOMER SERVICE

The Contractor shall provide technical support for all mobile service packages.

The Account Manager must be available via telephone and email.

The following services shall also be provided by the contractor:

24 hour, 7 days a week service desk available to support users and for reporting operational problems.

Action on reported problems must be acknowledged by our assigned Account Manager or service desk representative and properly addressed.

Phone service activation or deactivation must be completed within 24 hours after the official request is received.

Any systems upgrade or government regulations which may affect the quality of service should be communicated 72 hours before it is actioned.

When possible, the contractor will transfer the existing numbers from the current provider to ensure that the user’s phones will continue to have the same numbers.

An escalation matrix and contractor follow-ups with the client to ensure raised issues are resolved to conclusion. Any failure to resolve issues on time should be communicated effectively.

4.0 ADDITIONAL SERVICES

The Contractor shall ensure the following additional services to accompany all service packages:

4.0.1 Optional plan to purchase unlocked phone outright.

4.0.2 Calls within the same network and to other mobile networks.

4.0.3 Primary and alternate account managers with defined contacts and escalation process.

4.0.4 If new devices are required as an option, the contractor shall provide devices at the commencement of the contract and a refresh/upgrade at commencement of option year two; if the government selects to exercise the option.

4.0.5 In case of a defective, lost or stolen phone, a replacement must be delivered within three (3) business days. Lost or stolen phones will be replaced at US Government expense.

5.0 SECTION 889

Contractor is to agree to Sec. 889(a)(1)(B), which is slated to go into effect on August 13, 2020, and will prohibit the federal government from entering into or extending or renewing contracts with any entity that “uses any equipment, system, or service that uses covered telecommunication equipment or services as a substantial or essential component of any system, or as critical technology as part of any system.” The Section 889 form to be signed and returned to the contracting officer is attached alongside the PWS, as appendix 2.

6.0 GOVERNMENT-FURNISHED PROPERTY

The government intends to use Government-owned equipment and accessories. The contractor shall provide a fully functional SIM card, telephone number, and appropriate security codes for government cell phones. A list of cell phone types that the government owns and intends to use with the provided mobile services will be provided at the time of contract and we reserve the right to use cell phones we already own, which may include: iPhone 8 or newer, and a variety of android models to be specified upon execution of contract.

7.0 TECHNOLOGICAL REFRESHMENT

7.0.1 After contract award, the Government may; pursuant to FAR clause 52.212-4 - Contract Terms and Conditions –Commercial Items, paragraph (c), Changes; request changes within the scope of the contract. These changes may be required to improve performance or react to changes in technology.

7.0.2 The Contractor may propose for the Government’s technological refreshment, substitutions or additions for any provided products or services that may become available as a result of technological improvements. The Government may, at any time during the term of this contract or any extensions thereof, modify the contract to acquire products which are similar to those under the contract and that the Contractor has, or has not, formally announced for marketing purposes. This action is to be within the scope of the contract. At the option of the Government, a demonstration of the substitute product may be required. The Government is under no obligation to modify the contract in response to the proposed additions or substitutions.

7.0.3 Such substitutions or additions may include any part of, or all of, a given product(s) provided that the following conditions are met and substantiated by documentation in the technological refreshment proposal:

7.0.4 The proposed product(s) shall meet all of the technical specifications of this document and conform to the terms and conditions cited in the contract.

7.0.5 The proposed product(s) shall have the capacity, performance, or functional characteristics equal to or greater than, the current product(s).

7.0.6 The proposal shall discuss the impact on hardware, services, and delivery schedules. The cost of the changes not specifically addressed in the proposal shall be borne entirely by the Contractor.

7.0.7 Contractor has the right to withdraw, in whole or in part, any technological refreshment proposal prior to acceptance by the Government. Contractor will use commercially reasonable efforts to ensure that prices for substitutions or additions are comparable to replaced or discontinued products. If a technological refreshment proposal is accepted and made a part of this contract, an equitable adjustment, increasing or decreasing the contract price, may be required and any other affected provisions of this contract are to be made in accordance with FAR clause 52.212-4, paragraph (c), Changes, and other applicable clauses of the contract.

8.0 ORDERING STRUCTURE

The ordering system will be structured around several different service packages to choose from for each member, varying in roaming zones, data limits, minutes/calling charges, etc. There should be at least three (3) different roaming packages, to include one for a minimum of 25GB of free roaming in Europe and one for an expanded number of locations to include the United States and several USVF temporary duty (TDY) locations, such as Israel. There should also be a service package which includes purchasing a phone outright, rather than only a SIM. The ordering guidelines document, attached as appendix 1, is attached and is the general guideline for which the contractor should submit their proposal. The ordering guideline is meant to itemize different deliverables (complete service packages, add-ons, etc) that are to be decentralized throughout RAFM and RAFL to each squadron so that the government purchase cardholders are able to buy service packages suitable for their employees in a simple fashion. Cardholders should be able to use the ordering guide exclusively and in full to contact the contractor with needed item number (Service package or add-on) and thereafter receive the deliverable in a timely fashion.

9.0 QUALITY ASSURANCE and SURVEILLANCE PLAN (QASP)

This plan provides an effective method to promote satisfactory contractor performance. The QASP provides a method for the contracting officers’ representative (COR) to monitor contractor performance, advise the contractor of unsatisfactory performance. The contractor, not the government, is responsible for management and quality control to meet the terms of the contract. The role of the government is to monitor the quality to ensure that contract standards are achieved.

10.0 APPENDIX: RELATED DOCUMENTS

10.0.1 Appendix 1: Ordering Guidelines

10.0.2 Appendix 2: Section 889