Attachment 1-Avaya Maintenance for Domestic Locations - Statement of Objectives.docx

Statement of Objectives Avaya On-site Maintenance for Domestic Locations Introduction

The Department of State (DOS) Bureau of Information Resources Management (IRM) requires effective, reliable, and secure telecommunications capabilities and services to meet worldwide operational mission requirements. Specifically, the Department’s Telecommunication, Wireless, and Data Division (TWD) is responsible for maintaining the network and all related telecommunication systems and components in all domestic locations. Avaya manufactures the telecommunication systems and components that TWD deploys. TWD requires an Avaya Platinum Certified service provider to maintain DOS’s telecommunication systems and components and local labor support in all DOS locations and to respond to various incidents and service requests within predetermined service level parameters.

Background

DOS owns and maintains Avaya Telephone systems in approximately 100 domestic locations. Effective and reliable telephone communications are vital to the conduct of the Department’s to mission to protect and promote U.S. security, prosperity, and democratic values and shape an international environment in which all Americans can thrive. Therefore, the maintenance and repair of telephone systems is a mission critical requirement. The Department needs a reliable contractor to provide on-site maintenance and repair support that can meet its service level requirements to ensure minimal to no loss to telephone communication capabilities.

Objectives The following are the objectives of the Avaya On-site Maintenance Program

1) Ensure Domestic Avaya systems and products at DOS domestic remain fully operational- The contractor shall ensure it meets the service level requirements for responding to onsite maintenance service calls and resolves problems in accordance with the Department’s agreements with Avaya and the service levels defined in table 2, Avaya Maintenance IDIQ Contract Performance Standards, below.

2) Ensure Service Requests are completed on schedule with no issues - The contractor shall manage, staff, and source service requests appropriately to ensure on -time completion with high quality, defect-free work that adheres to the service levels defined in table 2, Avaya Maintenance IDIQ Contract Performance Standards, below.

3) Ensure system software and licenses remain up to date – The contractor shall ensure that all Avaya systems and associated phone sets always remain up to date with the most current versions of software licenses and subscriptions.

Scope of Work

The scope of work includes the following:

· Avaya Phone system maintenance and repair support which includes:

· On-site Maintenance: The contractor shall provide business-day (Monday through Friday, 8:00 AM through 5:00 PM) on-site support, that includes parts (not including telephone and conference sets) and labor for all equipment and systems managed by Avaya, such as PBXs, Voice Systems, Networking Systems, Paging Systems. Avaya ProVision software, and any adjunct equipment for all locations supported by the Department of State within CONUS, Alaska, Hawaii, and Puerto Rico. Also, provide 24X7X365 support to pre-determined, critical locations (See attachment 2 – DOS Domestic Locations for the list of current locations and equipment configurations). In addition, the contractor shall provide off-hours maintenance to sites that have 8AM to 5PM coverage, if directed by the Contracting Officer’s Representative (COR) and funded via Service Request.

· Parts and Replacement Equipment – The contractor shall provide new or replacement parts for any equipment, not including telephone and conference sets, that is on the “Avaya Sold To” (equipment) list, see (See attachment 2 – DOS Domestic Locations for the list of current locations and equipment configurations). This list includes all domestic offices that require Avaya equipment maintenance coverage. The contractor shall provide a detailed line-item pricing quote for the maintenance for the new equipment for the remainder of the contract period if/when new sites and/or equipment are added.

· Site and item list maintenance: The contractor shall manage and maintain the list of sites and products by location (Avaya Sold To list) and provide a detailed line-item pricing quote for the maintenance of any the new or replaced equipment for the remainder of the contract period within 15 days of installation of the new or replaced equipment. The contractor shall also add and delete locations as directed by the Government.

· Quarterly “True-up: The contractor shall provide quarterly “true-ups” to reflect additions, changes, and deletions in equipment configurations in DOS locations and changes to DOS physical locations throughout each quarter to maintain the accuracy of the Sold To/Equipment by site list. The contractor shall provide the “true-up” calculations to the Contracting Officers Representative by the end of the month following each quarter (i.e., for the quarter ending on June 30, 2023, the “true-ups are due on July 31, 2023).

· Software Management Licenses: The contractor shall provide Avaya ProVision software management licenses to include:

· 1 x Avaya ProVision Annual Basic License (Annual Base Subscription)

· 4 x Avaya ProVision Communication Manager Package (Quarterly Subscription)

· 4 x Avaya ProVision Contact Center Package (Quarterly Subscription)

· 4 x Avaya ProVision Messaging Package (Quarterly Subscription)

· Service Requests: The contractor shall complete service requests when the Government issues task orders to ensure fully functioning telecommunications systems at domestic locations as assigned and funded by the Government. Service Requests include but are not limited to Uninterruptible Power Source (UPS) replacement, UPS battery replacement, cable removal, cable repair, cable installation, repair and upgrade of paging systems, call management system software upgrades, installation of Wi-Fi equipment, and repair and replacement of fiber optic cable to maintain aging telecommunications systems and infrastructure at Domestic sites.

· Program Management Functions

· Communications and Correspondence Support: The contractor shall provide, reports as described in table 1 below.

Table 1 – Reporting Requirements

· Client Service Manager: The contractor shall provide a Client Services Manager (CSM) as the single point of contact for DOS support services. Access to Avaya’s diagnostics and tools (including the Product License and Delivery System and the Global Registration Tool) and the ability to leverage the comprehensive online knowledge base needed for 24/7 connectivity is a pillar to DOS support success. The CSM will serve as an extension to the engineering team and assist with the network applications, software/firmware updates, and disruption prevention. The CSM shall proactively mitigate potential severities with CCM (Constant Case management).

Standards, Policies, Procedures, and Guidelines

The successful contractor shall ensure that all work is completed in accordance with U.S. Government and DOS, standards, policies, and guidelines. Specifically, work shall be completed in accordance with those standards and requirements listed in NCSD3-10 “Minimum Communication Requirements for Continuity,” National Security Presidential Directive (NSPD)-51/Homeland Security Presidential Directive (HSPD)-20 for “National Continuity Policy,” and "Managing State Projects" referenced in 5 FAM 611 d and described in 5 FAH 5. The contractor shall take specific, explicit, and particular care to maintain all aspects of program stewardship within the security guidelines of the bureau and the agency. Additionally, the successful contractor shall also comply with the following DOS Information technology standards:

· 5 FAM 100 Information Technology Management

· 5 FAM 400 Records Management

· 5 FAM 500 Telecommunications

· 5 FAM 600 Information Technology Systems

· 5 FAM 700 Internet and Intranet Use

· 5 FAM 800 Information Systems Management

· 12 FAM 500 Information Security

· 12 FAM 600 Information Security Technology

· 5 FAH-5 Information Technology Systems Handbook

· 5 FAH-8 Web Development Handbook

· 5 FAH-11 Information Assurance Handbook

· CNSS Communications and Information Security Doctrine

· FIPS Standards (e.g., FIPS 201)

· Executive Order (EO) 13556

· NIST Publication SP 800-171, Revision 2

· NIST SP 800-161, Supply Chain Risk Management Practices for Federal Information Systems and Organization.

· SP 800-161 Rev. 1 (Draft) Cybersecurity Supply Chain Risk Management Practices for Systems and Organizations (2nd Draft)

The primary source for DOS policies and procedures are the Foreign Affairs Manual (FAM) and Foreign Affairs Handbook (FAH), accessible via http:/foia.state.gov. The successful contractor shall abide by applicable Federal laws, regulations, and policies and procedures as they apply to DOS and the work performed.

Statutes, Regulations, Policy, and Guidelines The contractor shall fully comply with applicable statutes, regulations, policy, and guidance. In complying with Department of State policies and regulations, including 1 FAM 270 BUREAU OF INFORMATION RESOURCE MANAGEMENT (IRM).

The contractor shall support DOS by conforming to DOS Enterprise Architecture standards within the Office of Management and Budget using Standard Architecture Format and governing documents associated with the DOS infrastructure, as applicable.

The contractor shall support DOS in complying with the following Section 508 of the Rehabilitation Act standards:

· Section 1194.21: Software Applications and Operating Systems

· Section 1194.22: Web-based Internet Information and Applications

· Section 1194.23: Telecommunications Products

· Section 1194.25: Self-Contained, Closed Products

· Section 1194.26: Desktop and Portable Computers

· Section 1194.31: Functional Performance Criteria Performance Measures

The contractor shall adhere to the performance measures and standards defined in table 2 below:

Table 2 – Avaya Maintenance IDIQ Contract Performance Standards

· Time DOS notifies contractor of request

· Time of first contact with facility (via phone or facility’s email reply)

· Time to schedule appointment

· Time technician arrives at facility for scheduled appointment

· Time to repair/resolution The contractor is responsible for informing the COR in writing if the process will be delayed at any step for any reason.

The COR will evaluate metrics based on the Federal Government’s fiscal year by computing the average for each measurement and comparing the results to the service standards outlined in the Avaya Services Support Guide. The COR will discuss and develop remediations for any deviations or excessive unexplained delays with the contractor

The Government may include additional performance measures in specific service request task orders as necessary.

All measurements will be computed by subtracting the time notified from each of the other events noted above. If the time notified is after business hours, then computations will use 8:00 AM on the next business day instead of the Time Notified.

Performance Measure Evaluations The performance measures in Table 2 above will be evaluated quarterly, corresponding to the Federal Government fiscal year by computing the average for each measurement. DOS may base its decision to exercise option years and issue task orders for additional service requests based on the contractor’s ability to maintain an acceptable level of quality support and service.

General Assumptions and Constraints The contractor shall have the flexibility to accommodate new requirements, program priorities, locations, and/or funding levels. The Government will issue contract modifications to support any changes.

The contractor shall abide by DOS Policies and Procedures and adhere to DOS governing documents and standards associated with the DOS infrastructure.

The contractor shall remain current with standards and methodologies and provide necessary training for personnel to perform tasks through its normal course of business. This may include attendance at vendor conferences to stay abreast of latest technologies as they relate to the systems and services provided by Avaya.

Contract Administration Project Cooperation The Contractor shall cooperate or otherwise jointly participate in working on task orders/contracts or other projects that cross various Government projects by sharing information, data, technical knowledge, expertise, or resources that relate to all systems included or planned to be added to this maintenance agreement with other DOS groups and contractors as appropriate.

Place of Performance The contractor shall perform the scope of this task order at Department of State CONUS, Alaska, Hawaii, and Puerto Rico locations. Remote access to Avaya equipment is not permitted.

Work Hours The contractor shall make every attempt to schedule support on Monday through Friday between the hours of 8 am to 5 pm local time except for any support locations that receive 24X7X365 support under the contract. After hours support may be required for Monday through Friday 8AM to 5PM locations based on DOS’s needs and the impact and/or the severity of the issue. For these occurrences, DOS will request quotes for expanded coverage and issue a service request (task order) if necessary. The contractor shall not conduct work outside of a location’s contracted service hours without written consent from the COR.

All incidents requiring local dispatch shall be initiated by DOS’ Network Operations Center (NOC). The Contractor shall respond to all incidents within four hours on the same business day that the incident is reported. Coordination with local staff and escorts will be primarily handled by the NOC. However, depending on the status of local communications services and by the direction of the NOC, the contractor may need to coordinate scheduling with a local Point of Contact (POC). The level of coordination will be stated at the task order level. For incidents that are reported outside of normal business hours or after 1:00 PM (local time) and depending on the business impact to the system users, the contractor may be able to schedule a service call the next business day.

Travel The successful Contractor shall perform the scope of this contract at various work locations as identified in Attachment 2 (all locations) as required to support Avaya maintenance and service requests.

The Contractor shall ensure personnel are located within driving distance (50 miles and able to respond via Personally Owned Vehicle (POV) or company work vehicle) of all identified domestic work site locations within the required response time. The successful bidder may be required to support occasional travel outside of the local driving area, as necessary. All local travel costs shall be borne by the contractor. The Government will reimburse any non-local travel costs in accordance with B-015, Travel Costs of the IDIQ contract.

Government Furnished Items Any Government furnished materials, data, or property shall remain the property of the Government and shall be returned upon completion of the contract. Government furnished equipment shall be tracked through applicable procedures that will be provided by the Contracting Officer’s Representative in accordance with the Federal Acquisition Regulation (FAR).

General Assumptions and Constraints

· The contractor shall remain current with standards and methodologies and provide necessary training for personnel to perform tasks. This may include attendance at vendor conferences (at no cost to the Government) to stay abreast of latest technologies as they relate to the systems and services provided by Avaya.

· The contractor shall implement policies and procedures to protect sensitive information, including proprietary information provided by the Government or other contractors.

Deliverables

Contract deliverables are defined in table 1 above. The Government shall define any additional deliverables at the task order level. Report formatting requirements will be provided at the task order level.

In general, the contractor shall provide any requested written documentation in hard and/or soft copies to the COR using the Microsoft Office 365 suite of products (Word, Excel, PowerPoint, Outlook, Visio, and Project) and Adobe Acrobat Version, XI as appropriate unless otherwise agreed to in advance. Each deliverable shall be first submitted in draft form for review. Requested changes or corrections shall be due no later than 5 days after the original document was due, unless agreed to prior to the submission of the original document.

Security A security clearance is not required for the contract. At all DOS offices, contractor personnel shall be escorted by authorized Government employees and/or third-party contractors, with escort rights. While working onsite, all contractor personnel must be in constant visual contact with their assigned escort. Depending on the rules of the location, personnel may need to display, for example, a government-issued photo ID and /or a visitor badge or pass. Prior to dispatching a technician, the contractor shall confirm that the technician is prepared to comply with any local requirements for access to systems covered by this agreement.

Sensitive-But-Unclassified (SBU) Sensitive-But-Unclassified (SBU) information, data, and/or equipment will only be disclosed to authorized personnel with a need-to-know. The data holder shall ensure that appropriate administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, and/or equipment is properly protected. When no longer required, this information, data, and/or equipment will be returned to Government control; destroyed; or held until otherwise directed.