Attachment 01 SOW JRM Commerical Mobile Devices and Plan Services.pdf

STATEMENT OF WORK (SOW)

JOINT REGION MARIANAS

WIRELESS SERVICES

1. Description of Requirement Joint Region Marianas has a requirement for all-inclusive wireless, local/domestic/USA Voice services between and within the following countries (below list of countries are the minimum requirements):

1.1 U.S. Pacific Command (USPACOM), U.S. European Command (USEUCOM), U.S. Central Command (USCENTCOM), U.S. Africa Command (USAFRICOM), U.S Northern Command (USNORTHCOM), and Southern Command (SOUTHCOM) Areas of Responsibility (AORs). Global service includes wireless coverage throughout the 48 contiguous United States, Alaska, Hawaii, Puerto Rico, District of Columbia, U.S. Territories of American Samoa, the Federated States of Micronesia, Commonwealth of Northern Marianas (CNMI), Midway Islands, Puerto Rico, U.S. Virgin Islands, Afghanistan, Albania, Armenia, Australia, Austria, Azerbaijan, Bahrain, Belgium, Bosnia Herzegovina, Bulgaria, Caribbean, Chile, China, Croatia, Czech Republic, Democratic Republic of Congo, Denmark, Egypt, Estonia, Finland, Fiji, France, Germany, Ghana, Greece, Honduras, Hong Kong, Hungary, Iceland, India, Iraq, Ireland, Israel, Italy, Japan, Kenya, Kuwait, Latvia, Libya, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Mozambique, Netherlands, New Zealand, Nigeria, Norway, Oman, Pakistan, Panama, Philippines, Poland, Portugal, Qatar, Romania, Russia, Serbia, Singapore, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Turkey, Turkmenistan, United Arab Emirates, United Kingdom, Vietnam and Yemen, Ukraine, and Uzbekistan.

2. Description of Products and/or Services Required

2.1 The contractor will provide wireless devices and services, as described in the table below.

CLIN/

ELIN

DESCRIPTION (Phone Services & Equipment) QTY

U n it P ri ce

T ot al U n it

P

M on th ly

A n nu al

A001 Highest spec DISA Approved Apple Smartphone (XS MAX).

Included: Wall Charger, Car Charger, Non-Ruggedized Protective Case (Plain Black, White or Dark Blue)

A002 1 Month Premium Voice and Data Service 19

A003 1 Month Local/Domestic Voice and Data Service 35

A004 30,000 Shared Minutes Unlimited Weekends/Weeknights, Unlimited SMS

A005 Unlimited Guam only Data Add-on for use with Bundled Minutes Voice Service or Internet hotspots

A006 Unlimited USA Long Distance Add-on for use with Bundled Minutes Voice Service or Internet hotspots

A007 Add a phone user to shared minute plan Add-on for use with Bundled Minutes Voice Service or Internet hotspots

Table 1. Description of Services

2.2 ELIN A002- The contractor will provide nineteen (19) services with an ALL INCLUSIVE GLOBAL PLAN at a fixed price, with:

Unlimited Local Voice Unlimited Local SMS/Texting Unlimited Local Data Unlimited USA Long Distance Voice Unlimited USA SMS/Texting Unlimited USA Voice Roaming Unlimited USA Data Roaming Unlimited USA SMS/Texting Roaming Unlimited USA Toll Voice Unlimited International Voice Roaming Unlimited International Data Roaming Unlimited International Long Distance Voice Unlimited International Toll voice Unlimited International SMS/Texting Unlimited International SMS /Texting Roaming Local Number Portability Emergency 911 Automatic roaming connection Guam exchange phone numbers Direct dialing for all calls Requirements included in this SOW.

ELIN A003- The contractor will provide thirty-five (35) services with an ALL INCLUSIVE CONUS PLAN at a fixed price, with:

Unlimited Local Voice Unlimited Local SMS/Texting Unlimited Local Data Unlimited USA Long Distance Voice Unlimited USA SMS/Texting Unlimited USA Voice Roaming Unlimited USA Data Roaming Unlimited USA SMS/Texting Roaming Unlimited USA Toll Voice Local Number Portability Emergency 911 Automatic roaming connection Guam exchange phone numbers

ELIN A004, A005, A006, and A007- The contractor will provide seventy-eight

(78) services with an ALL INCLUSIVE LOCAL PLAN at a fixed price, with:

30,000 Shared bucket minutes Unlimited Weekends/Weeknights Unlimited Local SMS/Texting Unlimited Local Data Unlimited USA Long Distance Local Number Portability Emergency 911 Automatic roaming connection Guam exchange phone numbers

2.3 Transition &Activation

The contractor shall bear all costs for activating, migrating or transfer of services from another carrier (plan to be coordinated with customer if required).

The contractor shall not charge the Government for activation and/or deactivation during the phase-in from another carrier.

2.4 Coverage

The contractor shall maintain their system and end-user equipment to the standards established in the company's quality assurance program. The contractor will train users to manipulate equipment and features to their fullest extent without incurring additional expense to the Government.

2.5 Outage Notification

Service Provider will notify the Technical Point of Contact (TPOC) and the

Contracting Officer of all planned service outages two business days prior to scheduled outage. Reports shall include: affected areas, estimated timelines, and Provider POC specific to outage.

2.6 Briefing

The contractor shall provide a description of the device's capabilities and instructions on its use. Contractor shall provide the standard cell phone kit that normally includes an AC charger, USB connector and hard wire earpiece. All accessory equipment does not need to be ONE-Net approved and will include a receipt at delivery.

2.7 System Accessibility

Devices and accessories shall be capable of receiving service on multiple frequency bands and the associated mode of the contractor system (e.g. GSM, TDMA/AMPS, CDMNAMPS, and IDEN).

2.8 Replacement

The contractor shall provide a list of models of the communication devices and list of accessories. Contractor will provide a price list for associated accessories including, but not limited to: automobile chargers, holster or belt-clip case, and wireless hands-free communication device.

2.9 Device Refresh

The contractor shall provide at no cost to the Government a Technical Refresh for devices every two years (consecutive) if requested by the

COR.

3.0 Customer Service

The contractor shall designate a POC and an alternate who are experienced in the handling of US Government accounts. The POC and alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract based on this SOW.

The contractor shall provide 24/7 customer service to respond to trouble calls.

Response to trouble calls must be in real time (i.e. no automated message services) and assistance must be provided by a person in a decision-making capacity.

Response to trouble calls may require emergency processing of delivery orders, issuing wireless communication devices, providing replacement units, and resolving user connection and service problems. Trouble calls shall have a response within 12 hours, with a fix and/or replacement within 24 hours for domestic and international service. The contractor shall provide standard, commercially available warranties for the wireless devices.

Throughout the life of the contract, the Contracting Officer may add new plans or delete plans in accordance with current market trends, technology changes, Government Policy changes, and usage changes. Changes shall be issued via bilateral modification to include additional funds if required or movement of funds from one CLIN to another. Billing shall be prorated for the billing period and the Government shall only be responsible and billed for the remaining units. The contractor shall not charge the Government to establish or restore service, internal/external porting of telephone numbers, telephone number changes, and/or to change or activate /deactivate service features.

Termination of one or more access lines/features shall be made at the end of a billing period. In cases of misuse, command withdrawal/relocation, or other mission-related situations, termination may be prior to the end of the billing period as determined by the Contracting Officer.

4.0 Invoices/Billing

The Government shall require a separate statement for each ordering activity (account). This statement shall be a record of service and equipment use to include, but not limited to, a detailed record for each incoming/outgoing call, phone number and serial number. Method of payment shall be via Government Credit Card. The contractor in coordination with the TPOC shall determine the method of delivering statements to the ordering activity for services provided (such as electronic, paper or secure website).

Detailed airtime, data, and voice billing (per unit) shall be delivered electronically on a monthly basis, no later than 15 days after invoice delivery.

Data shall be in format file such as Microsoft Excel, XML, Microsoft Access, or comma/tab delimited file. Invoices or billing statements are to indicate usage/costs by Contract Line Item Number (CLIN) and device ID.

5.0 Period of Performance of Products and/or Services Required

The period of period for this requirement will not exceed twelve (12) months, which will start on May 06, 2020 to and including May 05, 2021.

6.0 Deliverables and Surveillance Requirement

The Governments Requirement Summary Table below addresses deliverables identified for surveillance and the methods to ensure quality of the deliverables as outlined in this SOW.

Deliverable

Requirements

Surveillance

Acceptable Quality Level

Transition & Activation

If required, seamless, non-disruptive transition from one contractor to another in accordance with contract requirements (Para 2.3)

Approved transition plan submitted by

Offeror as well as customer feedback

98% completion in accordance with transition plan time-line

Devices

New, non-refurbished, carrier unlocked devices are provided within reasonable time agreed upon by the Contractor and TPOC. Defective or replacement devices are provided within 3 business days of notification by TPOC. The following number of devices are required:14 Table 1.

Delivery and acceptance of devices by TPOC

98% delivery

Coverage

Provide island-wide voice , text, and data coverage in Guam, U.S.

as well as other international countries (Para 2.4)

Customer feedback

98% coverage

Outage Notification Notify KO and TPOC as stated in the contract

(Para 2.5)

Assessment by

TPOC

100% of the time

Invoices

Timely and accurate (Para 4.0)

TPOC or other persons identified in contract award

98% submitted in a timely manner. 90% invoice issues resolved within 60 days

7.0 Delivery Address:

Joint Region Marianas Bldg. 200 Halsey Drive, Nimitz Hill Piti GU 96915

8.0 The Technical Point of Contact(s)

Primary:

Virginie Eustaquio

Alternate:

Clodine Pangelinan

Virginie.Eustaquio@fe.

navy.mil

PH: 671-349-2269

Clodine.Pangelinan@fe.

navy.mil

PH: 671-349-6126