Atch 1 - SOW Satellite-Internet.pdf

PHOENIX AREA INDIAN HEALTH SERVICE

Satellite Internet Services

Statement of Work

Prepared by:

Phoenix Area Office

40 N Central, Suite 605

Phoenix, Arizona 85004

April 9, 2025

Description:

Satellite Internet service for 19 locations within the Phoenix Area. This service will be used as a backup data connection for the locations.

Background:

IHS Phoenix Area office provides IT services to eleven regional areas referred to as service units.

Service units are located across central Arizona, northern Nevada and Northwestern Utah. The facilities range from small ambulatory care clinics to full service hospitals. Most of the facilities are located on Indian reservations. Of the 19 locations related to this Solicitation, 3 already have active Starlink Internet service as a backup data connection for their site. The rest only have a single data with no redundancy.

Scope:

The contractor shall provide Hardware and installation for 15 separate locations to support Low Earth Orbit (LOE) Satellite Internet Service. The contractor is to install the Satellite receiver on the roof of the structure connected to IHS equipment inside of the building through an IHS installed roof penetration. An onsite pre-install assessment shall be had to determine the optimum location on the roof and location for the roof penetration. The install shall commence on a 2nd visit after IHS has installed the roof penetration. The Contractor shall supply hardware with no install for 1 location. These 16 locations in addition the 3 existing locations bringing to a total of 19 locations shall have 1TB Priority data of 40-220Mbps download and 8-25Mbps upload, then after have unlimited data at 25-100Mbps download and 5-10Mbps upload. Both the Priority and Unlimited shall have latency within the 25-60ms range.

This data service should be Managed and Monitored as follows:

Managed:

• 24x7x365 live and trained Contractor staff for initial triage and remote troubleshooting

• Online Portal for inventory, billing, install & trouble ticket reporting and tracking

• Consolidated billing

• Review of configuration, usage, latency, debug, obstruction identification and snow melt

• Contractor Technician Dispatch for infrastructure survey, installation, and troubleshooting and/or maintenance (field technician charges apply)

• Remote reboot of the Satellite Service device

• Live and/or on-line Satellite Service management and coordination

• Monitoring of Satellite Service network-wide issues

• Contractor stocks complete inventory of Satellite Service equipment and ships directly to customer site

• Equipment Warranty Coordination (“RMA”)

Monitored:

• 24x7x365 Contractor Networking Monitoring - notification on Satellite Service circuits to customer-provided contact list

• Detection of communication failure with device

• Automatic email trigger, a contractor email notification when hardware is not reachable for 15 minutes (configurable) to customer-provided contact list

• Reliable automatic notifications from Contractor, allows customers to respond quickly

Location:

The following 3 locations already have hardware installed and are currently paying month to month, these sites will be brought into this single contract.

Location Physical Address

Ft. Yuma 401 Picacho Road Winterhaven, CA 92283

Parker 12033 Agency Road Parker AZ 85344

Whiteriver 200 W Hospital Dr Whiteriver, AZ 85941

This single location will require hardware and monthly service, no installation.

Location Physical Address

PIMC 4212 N 16th St, Phoenix, AZ 85016

Hardware, Installation and service will be at the following 16 location:

Location Physical Address

Chemehuevi 1970 Palo Verde Dr Needles CA 92363

Cibecue 2 3RD ST CIBECUE AZ 85911

DesertVisions RTC 198 S. Skill Center Rd. Sacaton AZ 85147

EADO 2450 E. Show Low Lake Rd. Ste 1 Show Low AZ 85901

Elko 515 Shoshone Cir Elko NV 89801

ElkoOEH 557 W. Silver St. Suite 204 Elko NV 89801

Ft.Duchesne 6822 E 1000S FORT DUCHESNE UT 84026

Hopi Hwy 264 Milepost 388 Polacca AZ 86042

Moapa 10 Lincoln St Moapa NV 89025

Nevada Skies RTC 104 Big Ben Ranch Road Wadsworth NV 89442

PeachSprings 943 Hualapai Way Peach Springs AZ 86434

Reno/OEH 1150 Financial Blvd Reno NV 89502

Riverside 9010 Magnolia Ave Riverside CA 92503

Supai 129 Main Street Supai AZ 86435

WADO 1553 W. Todd Dr. Suite 105 Tempe AZ 85283

Section 508 and Accessibility:

This product must conform to the Revised Section 508 (https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines) and WCAG 2.0 Level AA standards as outlined below.

Solicitations for supplies and services shall require the submission of a Section 508 Product Assessment Template. The template can be found at https://www.itic.org/policy/accessibility/vpat.

352.239-73 Electronic Information and Technology Accessibility Notice.

(a) As prescribed in HHSAR 339.203-70(a), the Contracting Officer shall insert the following provision:

Electronic and Information Technology Accessibility Notice (December 18, 2015)

(a) Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d), as amended by the Workforce Investment Act of 1998 and the Architectural and Transportation Barriers Compliance Board Electronic and Information (EIT) Accessibility Standards (36 CFR part 1194), require that when Federal agencies develop, procure, maintain, or use electronic and information technology, Federal employees with disabilities have access to and use of information and data that is comparable to the access and use by Federal employees who are not individuals with disabilities, unless an undue burden would be imposed on the agency. Section 508 also requires that individuals with disabilities, who are members of the public seeking information or services from a Federal agency, have access to and use of information and data that is comparable to that provided to the public who are not individuals with disabilities, unless an undue burden would be imposed on the agency.

(b) Accordingly, any offeror responding to this solicitation must comply with established HHS EIT accessibility standards. Information about Section 508 is available at http://www.hhs.gov/web/508. The complete text of the Section 508 Final Provisions can be accessed at http://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-section-508-standards.

(c) The Section 508 accessibility standards applicable to this solicitation are stated in the clause at 352.239-74, Electronic and Information Technology Accessibility.

In order to facilitate the Government’s determination whether proposed EIT supplies meet applicable Section 508 accessibility standards, offerors must submit an HHS Section 508 Product Assessment Template, in accordance with its completion instructions. The purpose of the template is to assist HHS acquisition and program officials in determining whether proposed EIT supplies conform to applicable Section 508 accessibility standards. The template allows offerors or developers to self-evaluate their supplies and document—in detail—whether they conform to a specific Section 508 accessibility standard, and any underway remediation efforts addressing conformance issues.

Instructions for preparing the HHS Section 508 Evaluation Template are available under Section 508 policy on the HHS website http://www.hhs.gov/web/508.

In order to facilitate the Government’s determination whether proposed EIT services meet applicable Section 508 accessibility standards, offerors must provide enough information to assist the Government in determining that the EIT services conform to Section 508 accessibility standards, including any underway remediation efforts addressing conformance issues.

(d) Respondents to this solicitation must identify any exception to Section 508 requirements. If a offeror claims its supplies or services meet applicable Section 508 accessibility standards, and it is later determined by the Government, i.e., after award of a contract or order, that supplies or services delivered do not conform to the described accessibility standards, remediation of the supplies or services to the level of conformance specified in the contract will be the responsibility of the Contractor at its expense.

Standards

The included standards that must be met for this contract are taken from the following two resources. Compliance with these standards is mandatory for Federal agencies subject to Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d).

Section 508 Standards and Guidelines: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines

Web Content Accessibility Guidelines (WCAG) 2.0: https://www.w3.org/TR/WCAG20/

Hardware Accessibility

404 Preservation of Information Provided for Accessibility

405 Privacy

406 Standard Connections

407 Operable Parts

409 Status Indicators

410 Color Coding

411 Audible Signals

602 Support Documentation

603 Support Services

302 All Functional Performance Criteria - Note: Applies only when Chapter 4 does not address one or more functions of ICT (E204), or when an agency invokes "equivalent facilitation" (E101.2))

For Hardware that has closed functionality include

402 Closed Functionality

Support Documentation Accessibility

E602.1 General - Documentation that supports the use of ICT shall conform to 602.

E602.2 Accessibility and Compatibility Features - Documentation shall list and explain how to use the accessibility and compatibility features required by Chapters 4 and 5. Documentation shall include accessibility features that are built-in and accessibility features that provide compatibility with assistive technology.

E602.3 Electronic Support Documentation - Documentation in electronic format, including Web-based self-service support, shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

E602.3 Electronic Support Documentation - Documentation in electronic format, including Web-based self-service support, shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

E603.1 General - ICT support services including, but not limited to, help desks, call centers, training services, and automated self-service technical support, shall conform to 603.

E603.2 Information on Accessibility and Compatibility Features - ICT support services shall include information on the accessibility and compatibility features required by 602.2.

E603.3 Accommodation of Communication Needs - Support services shall be provided directly to the user or through a referral to a point of contact. Such ICT support services shall accommodate the communication needs of individuals with disabilities.

WCAG – All WCAG 2.0 A & AA Success Criteria

EXCEPTION:

o Non-Web documents shall not be required to conform to the following four WCAG 2.0 Success Criteria: 2.4.1 Bypass Blocks, 2.4.5 Multiple Ways, 3.2.3 Consistent Navigation, and 3.2.4 Consistent Identification.

o E205.4.1 Word Substitution when Applying WCAG to Non-Web Documents. For non-Web documents, wherever the term "Web page" or "page" appears in WCAG 2.0 Level A and AA Success Criteria and Conformance Requirements, the term "document" shall be substituted for the terms "Web page" and "page". In addition, in Success Criterion in 1.4.2, the phrase "in a document" shall be substituted for the phrase "on a Web page".

Appendix A – Section 508 of the Rehabilitation Act: Application and Scoping Requirements o E208 Support Documentation and Services

Appendix C – Functional Performance Criteria and Technical Requirements o 302 - Functional Performance Criteria o 602 – Support Documentation o 603 – Support Services

Functional Performance Criteria

301.1 Scope - The requirements of Chapter 3 shall apply to ICT where required by 508 Chapter 2 (Scoping Requirements), 255 Chapter 2 (Scoping Requirements), and where otherwise referenced in any other chapter of the Revised 508 Standards or Revised 255 Guidelines.

302.1 Without Vision - Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that does not require user vision.

302.2 With Limited Vision - Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited vision.

302.3 Without Perception of Color - Where a visual mode of operation is provided, ICT shall provide at least one visual mode of operation that does not require user perception of color.

302.4 Without Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that does not require user hearing.

302.5 With Limited Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited hearing.

302.6 Without Speech - Where speech is used for input, control, or operation, ICT shall provide at least one mode of operation that does not require user speech.

302.7 With Limited Manipulation - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that does not require fine motor control or simultaneous manual operations.

302.8 With Limited Reach and Strength - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that is operable with limited reach and limited strength.

302.9 With Limited Language, Cognitive, and Learning Abilities - ICT shall provide features making its use by individuals with limited cognitive, language, and learning abilities simpler and easier.