Atch 1 - Performance Work Statement.pdf

PERFORMANCE WORK STATEMENT FOR

COMMAND and CONTROL (C2) SYSTEMS’

VIDEO TELECOMMUNICATIONS (VTC) and VIDEO DISTRIBUTION SYTEM (VDS)

TIER 3 SUPPORT

HEADQUARTERS, NORAD and USNORTHCOM

1. GENERAL REQUIREMENTS

1.1. Overview: The Contractor shall provide all non-personal services to include management, tools, materials, equipment, freight and labor necessary for maintenance and support for the NORAD and USNORTHCOM (N&NC) Video Telecommunications (VTC) and Video Distribution System (VDS) at Peterson Air Force Base (PAFB) and Cheyenne Mountain Air Force Station (CMAFS), Colorado Springs, CO.

1.2. Objectives: The Contractor shall be responsible for providing manufacturer authorized repair and replacement for all equipment listed in Attachment Two (2).

1.3. Background: N&NC VTC and VDS are two independent systems with some interconnections. VTC is the video and phone conferencing capability for the headquarters. It is located in conference rooms and some leadership offices, along with some desktop capabilities. It provides classified and unclassified conferencing capabilities both internal and external. It consists of cameras, codexes, software, network connections, management hubs, display monitors and all other components required to provide a robust conferencing capability. The VDS provides the capability to display various mission and business systems within and between various work centers, some offices, General Officer/Flag Officer (GO/FO) quarters and some remote locations. In some facilities the systems that can be displayed and distributed include the VTC displays. The VDS consists of wall displays (knowledge walls), matrix switches, transmitters, receivers, encoders, networks, software, management and control systems.

The VDS has multiple sub-systems that provide distribution to varied audiences and may consist of matrix switching or IP network based distribution. This includes interfacing with other external VDS systems to provide extended capabilities.

1.4. Location of Performance: The place of performance will be N&NC Headquarters

Building 2, the GO/FO quarters at PAFB and the Command Contingency Center (CCC) at CMAFS, Colorado Springs, CO.

1.5. Hours of Performance: N&NC Core Operation hours are Monday through

Friday, 0730 – 1630 Mountain Standard Time, with the exception of Federal Holidays.

Premier Plus, Tier Three (3) level support maintenance will be provided by the contractor during the original equipment manufacturer time as defined by the maintenance support package upon award. Contingency and exercise support shall be provided in accordance with response times listed in this performance work statement (PWS) and can occur anytime outside of core operation hours.

PWS FOR C2 SYSTEMS’ VTC and VDS

2. WORK TO BE PERFORMED

2.1 Task 1: Premier Plus, Tier Three (3) Level Support Maintenance

2.1.1. Tier One (1) and Tier Two (2) level support maintenance are not to be performed in this scope of work. The government will conduct Tier One (1) and Tier Two (2) checklists prior to elevation to Tier Three (3) support requests. The Contractor shall provide Premier Plus, Tier Three (3) level support maintenance as outlined below for the equipment listed in Attachment Two (2).

a) The Contractor shall provide hardware and software non-personal support services for equipment. This is to include Original Equipment Manufacturer (OEM) software updates, upgrades, and patches, as well as technical support via telephone.

b) In the event of a hardware component failure, the contractor providing Tier

Three (3) support will investigate the status of the manufacturer hardware warranty [currently five (5) years from initial purchase]. If still under coverage, Tier Three (3) provider will initiate the replacement/exchange with the manufacturer (packing, shipping, removal, replacement, reprogramming) at no additional cost to the Government. If the piece of equipment is NOT under manufacturer warranty, Tier Three (3) will investigate the availability of “Bench Stock Spares” that might be an acceptable replacement at a discounted rate, or the piece of equipment will be declared “INOPERATIVE/UNREPAIRABLE” and replaced by the Government as “Break – Fix” by Tier Three (3) with associated installation and programming support. Inoperative/unrepairable pieces of equipment that are replaced by the Government will be disposed of by the Government through the proper equipment decommission/disposal process.

2.1.2. The Contractor shall provide on-site preventive maintenance on a quarterly basis for the N&NC Command Center (N2C2) Master Suite and GO/FO locations.

Preventive maintenance will include Audio/Video and Control Programming, [as noted in Attachment Two (2), Level of Support column]. This support shall be provided during normal operating hours which are Monday through Friday, between N&NC’s core business hours of 0730 – 1630, excluding holidays.

2.1.3. Tier Three (3) level support will include Mission Essential on-site non-personal services/repair and installation of failed hardware with one (1) hour of hardware and software telephone support plus a four (4) hour onsite response time. In the event of an exercise or real world operations, the four (4) hour onsite response time will be replaced with a two (2) hour onsite response time. Contingency and Exercise support can occur 24 hours per day, seven (7) days per week, 365 days per year. N&NC have two (2) planned major exercises (ARDENT SENTRY and VIGILANT SHIELD) per year and two (2) to six (6) planned minor exercises per year. Major exercises range seven (7) to twelve (12) calendar days; minor exercises range two (2) to three (3) calendar days each. The contractor will be provided the dates of planned exercises to ensure the ability to support and meet response times if required. When required, the Contractor shall provide a minimum of next business day (NBD) support for areas outside of the N2C2 and GO/FO locations.

2.2. Task 2: Engineering and Programming Support

2.2.1 The Contractor shall provide Engineering and Programming Support as outlined below.

a) The Contractor shall provide engineering and Crestron programming non-personal services in support of external projects that may impact the overall VDS design. Expertise of the overall VDS architecture and design is required so projects can be integrated smoothly with minimal impact to the existing VDS. Effort should not exceed a total of 200 hours of support during the period of performance.

Optional surge support for an additional 200 hours per year in the event of real world activities or emergent requirements. (This will be an optional contract line item, not funded unless contract is modified to exercise surge support)

b) The Contractor shall attend infrastructure planning meetings with Government and Third-Party support vendors to ensure compatibility with C2 systems’ VTC and VDS (not to exceed 2-3 times per month at N&NC Bldg 2.) Meeting requirements shall consist of the following:

Attend project planning meetings.

Participate in any system change planning.

Participate in configuration management planning and acquire necessary technical information to support new systems.

c) The Contractor shall review government-provided architecture documents and provide engineering analysis and comments (not to exceed 1-3 documents per month) to the Government. Each review shall consist of:

Review and comments/recommendations on project plans and other documentation.

Provide consultation on any new equipment installs provided by outside contractors that will fall under the complete VDS support.

Provide programming support for any expansion or change to the control system.

Coordination on configuration record keeping and documentation that impact the complete VDS system.

d) The Contractor shall support non-Mission Essential Government teleconferences and discussions to provide engineering recommendations (not to exceed 1-2 times per month.)

2.2.2 There are multiple communication rooms within Building 2 and GO/FO residential buildings located at PAFB where the equipment is located (see Attachment 2, N2C2 VTC & VDS Equipment List for exact locations.) There are also communication rooms within CMAFS. In accordance with Table One (1) deliverables the Contractor shall:

Provide annual review of connected rooms.

Provide an evaluation system based on current room use.

Identify system deficiencies or equipment that has reached vendor end-of-life.

Provide recommended courses-of-action (COAs) to rectify deficiencies.

2.3. Task 3: Deliverables (see Table 1 - Deliverables and Schedule)

2.3.1. The Contractor shall identify a Point of Contact (POC) who will serve as the primary POC with the Government on matters of contract performance. The Contractor shall provide written notification of the name, work phone number, and alternate phone numbers of the POC and his/her alternate to the Contracting Officer and the Government Service Owner (GSO) no later than the Post Orientation briefing held within five business days of contract award.

2.3.2. The contractor shall provide a Gold Level Master Crestron Programmer to ensure all patches, updates, and revisions to the Crestron program are installed correctly and apply any applicable modifications to the program to ensure continuous functionality. At the beginning of the contract and upon completion of each programming change, a current software CD will be provided to the government GSO in accordance with Table One (1) deliverables and housed in the Software Fire Safe.

2.3.3. The Contractor shall be responsible for all packaging, shipping, return merchandise authorizations, and related shipping costs for all equipment replaced or repaired. The Contractor will coordinate with the appropriate Information Technology Equipment Custodian prior to the movement, replacement, and/or removal of any equipment.

2.3.4. The Contractor shall provide an electronic inventory to the GSO in accordance with Table One (1) deliverables for all hardware and software assets identified in Attachment Two (2). Contractor format is acceptable unless specified otherwise.

2.3.5. The Contractor shall provide a Trip Report and a detailed findings brief to the

GSO in accordance with Table One (1) deliverables for all trips performed by the contractor in relation to the contract. Trip numbers are based upon called-in Premier support or programming support as required.

2.3.6. The Contractor shall provide a quarterly summary report in accordance with Table One (1) deliverables outlining the following information requirements:

Total number of service tickets for Premier Plus level support maintenance provided.

Total number of Crestron programming support services provided.

Total number of full motion video ENCORE server support provided.

Total number of Tier Three (3) hardware and software support services performed to include OEM software updates, upgrades and patches.

Total number of second business day Premier Plus maintenance services performed to include telephone support, second business day hardware replacement actions for hardware, and software to include software updates, upgrades, and patches.

2.3.7. Other Direct Costs (ODC)

a) Purchase ODC equipment to support break-fix hardware replacements. The

Contractor shall provide a quote for government review and acceptance before procurement.

b) The Contractor shall obtain prior written approval from the GSO for purchases less than the micro-purchase threshold level IAW FAR 2.101 and approval from the Contracting Officer for purchases over the micro-purchase threshold.

All ODCs purchased in support of this contract belong to the Government. The Contractor shall not break up purchases to meet this threshold.

c) General and administrative (G&A) and other indirect costs are allowable;

profit is not allowable.

2.3.8. Itemized List: The Contractor shall provide a monthly itemized listing of purchased items to the GSO. The report shall be provided no later than the last business day of each month.

3. SECURITY REQUIREMENTS

3.1 The Contractor shall possess and maintain a TOP SECRET facility clearance from the Defense Security Service at the time of award. The Contractor’s employees performing work in support of this contract shall have been granted a Top Secret / Sensitive Compartment Information (SCI) security clearance from the Defense Industrial Security Clearance Office. Contractor shall adhere to the DD Form 254, Department of Defense (DoD) Contract Security Classification Specification.

3.2 Access to Government Property and Facilities: The Contractor shall be provided “no escort required” access badges to Government buildings on PAFB and CMAFS complex in accordance with N&NC Command Security and Peterson-Schriever Garrison guidance and policy. The Contractor performing Mission Essential Tier Three (3) maintenance response shall be identified by the Government to the base Security Forces to have access during a base closure for weather or real world conditions in order to meet response times. In advance and as required, Contractor personnel may also enter other facilities where escorted access is mandatory by requesting entry authorization access and escort from the GSO. Access to Government facilities, documents, and systems shall be in accordance with the DoD’s DD Form 254.

3.3 TOP SECRET Material: At the U.S. Government sites ONLY, the Contractor is required to assist U.S. Government personnel in generating U.S. Government classified information up to and including collateral Final TOP SECRET and Sensitive Compartment Information (SCI). At the conclusion of this contract, all classified material is to be either returned to the GSO or disposed of in accordance with guidance provided by the GSO.

4. MINIMUM QUALIFICATIONS

4.1 Original Equipment Manufacturer Authorized Service Partner: Contractor shall be an authorized reseller and authorized maintenance support service provider of Crestron, Polycom, Dell, and Cisco OEM equipment.

4.2 Previous Experience: Contractor shall have two (2) years of experience in supporting integrated C2 Systems’ VTC suite and VDS maintenance. Contractor shall have previous experience in the maintenance and support of Crestron software.

4.3 Information Assurance Certifications: Contractor personnel performing system administration functions will have an Information Assurance Technical (IAT) Level II in accordance with DoD 8570.01 Manual approved baseline certifications.

4.4 The Contractor shall be at a minimum of a GOLD Level Master Crestron Programmer.

5. GOVERNMENT EQUIPMENT / INFORMATION

5.1 The Government is not providing equipment or property in the performance of this PWS.

The Government will not provide physical workspace other than the areas where the work is to be performed.

5.2 The Government will provide access to all required hardware locations necessary to provide required support. The Contractor shall require access to various Government furnished databases and the Government Senior Engineer shall arrange this access.

6. DELIVERABLES

The contractor shall deliver all reports in accordance with Table One (1) below.

Table 1 - Deliverables and Schedule

DELIVERABLE PWS PARA DELIVERY DATE COPIES SUBMIT TO

There are multiple communication rooms within Building 2 and GO/FO residential buildings located at PAFB where the equipment is located (see Attachment 2, N2C2-VTC & VDS Equipment List for exact locations.) There are also communication rooms within CMAFS. The Contractor shall:

• Provide annual review of connected rooms.

• Provide an evaluation system based on current room use.

• Identify system deficiencies or equipment that has reached vendor end-of-life.

• Provide recommended courses-of-action (COAs) to rectify deficiencies.

2.2.2

Ninety (90) business days after the award of the contract and quarterly thereafter (can be part of the quarterly summary)

1 GSO

The Contractor shall identify a point of contact (POC) who will serve as the primary POC with the Government on matters of contract performance. This shall be accomplished during the Post Orientation briefing held within five

(5) business days of award (can be virtual).

2.3.1 Within five (5) business days of contract award 1 CO/GSO

Current software CD to include base program as well as all patches and or revisions 2.3.2

Within five (5) business days after the application of each patch and or software revision has been accomplished.

1 GSO

Inventory of all hardware and software assets to include manufacturer, model number, item description, serial numbers, item location, warranty, software revision number and license information to the government program manager

2.3.4

Thirty (30) business days after contract award and quarterly thereafter on the first business day of that quarter’s month.

1 GSO

5 Trip Report and subsequent findings 2.3.5

Within five (5) business days after the completion of the trip.

1 GSO

6 Quarterly Summary Report 2.3.6

Ninety (90) business days after the award of the contract and quarterly thereafter.

1 GSO