Attachment 1.2 - RND TRD.doc

273FCC20R0007

Attachment 1.2

REASSIGNED NUMBERS DATABASE (RND) TECHNICAL REQUIREMENTS DOCUMENT

Description/Specifications Submitted January 13, 2020 Updated June 26, 2020 Reassigned Numbers Database (RND) Technical Requirements Document (TRD)

Table of Contents 5Section 1: Introduction

51.1 Purpose

51.2 Scope

61.3 Background

71.4 Mission and Attributes

71.5 Objectives

81.6 Responsibilities

81.7 Certain Obligations Bearing on Responsibility

81.8 Policy Objectives and Context

91.9 Environment

11Section 2: General Requirements

112.1 High-Level Requirements

122.2 Relationships

122.3 Administration and Management

132.4 Service Provider, Service Provider Agent, TFNA, User, User Agentand Regulator Support

132.5 Cost Allocation

132.6 Staffing

152.7 Telecommunications Requirements

162.8 RND/RNDA Guidelines

172.9 Dispute Resolution

172.10 Data Security

192.11 Implementation Plan

192.12 RNDA Transition to Successor

202.13 Term of Administration

202.14 Supplemental Discovery

202.15 Interaction and Interfaces

212.16 Technical Requirements Document Maintenance

22Section 3: System Requirements

223.1 System Characteristics

273.2 System Capabilities

293.3 System Location

293.4 System Data

303.5 System Maintenance

303.6 System Security

303.7 RND System Access

343.8 System Inspection

343.9 System Report Administration and Distribution

353.10 Help Desk

363.11 System Tutorial

363.12 System Generated Notifications and Customized Notifications

363.13 System Testing and Results

373.14 System Disaster Recovery and Costs

373.15 System Backup

373.16 System and Equipment Inventory

373.17 Implementation of System Documentation Plan

373.18 Reassigned Number Database (RND) Transfer to Successor

383.19 Tools

393.20 Web Site

42Section 4: Reporting

424.1 Annual Reports

434.2 Requests for Additional Reports

434.3 Reference Documentation

434.4 Monthly Performance Report

434.5 Monthly Trouble Tickets, Client Inquiries and Change Orders Report

434.6 Monthly Reports

444.7 Quarterly Report

444.8 Semi-Annual Reports

444.9 Dashboard

444.10 Ad Hoc Reports

444.11 Summary of RNDA Technical Reports

45Section 5: Audits

455.1 Additional Obligations

455.2 Audit of the RNDA

46Section 6: Performance Monitoring, Measurements, Metrics

466.1 Performance Monitoring

476.2 Performance Measurements

486.3 Performance Metrics

49Section 7: Contract Data Requirements List (CDRL)

497.1 Ad Hoc Reports

497.4 Disaster/Continuity of Operations Plan

497.6 Management Reporting Plan

497.8 Program Improvement Plan (PIP)

497.9 Quality Assurance (QA) Plan

497.10 Security Plan

497.11 Staffing Report

497.12 System Acceptance Plan

497.13 System Implementation Plan

497.14 System Documentation Plan

507.15 System Maintenance Plan

507.16 System Source Code

507.17 System Test Plan

507.18 Training Plan

507.19 Transition Plan

517.20 TRD Maintenance

51Section 8: RNDA Responsibilities for Processing Service Provider and TFNA Disconnected Numbers Reports

518.1 Service Provider and TFNA Disconnected Numbers Reports

518.2 RNDA Responsibilities

52Section 9: Data Retention

529.1 Data Retention- General

529.2 Retention of Records Relevant to User/User Agent Queries and Inquiries

529.3 Retention of Records Relevant to Service Provider/Service Provider Agent and TFNA Data Submissions

52Section 10: List of References

55Appendix A: Abbreviations

56Appendix B: Terms & Definitions

Section 1: Introduction

1.1 Purpose

This document defines the Reassigned Numbers Database (RND) and the Reassigned Numbers Database Administrator (RNDA) technical, operational, and system requirements, and describes the full functionality and services required for the single, centralized database subject to the Federal Communications Commission oversight for accuracy and integrity of data.

This document serves as a reference document to other resources. The other resources include but are not limited to United States Federal Communications Commission (FCC or Commission) orders, technical standards, technical requirements, and industry guidelines that support the RND and RNDA.

The technical requirements are contained in several documents. Should there be conflicts between or among these documents, the order of precedence is:

1. Section 252(e) of the Communications Act of 1934, as amended (47 U.S.C. § 251(e));

2. Code of Federal Regulations (CFR), Title 47, Volume 3, Subpart B—Common Carrier Services (Continued), Parts 40-69 (Reference 11);

3. Applicable FCC Orders (e.g., FCC 18-177);

4. Any Change Orders that have been approved by the FCC;

5. The Performance Work Statement (PWS);

6. The RND TRD document;

7. Industry guidelines for the disconnected numbers being reported;

8. Related documents listed in Section 10.

1.2 Scope

This document describes the technical responsibilities of the contractor selected by the FCC to serve as the RNDA. The primary scope of this document is to define the RNDA’s performance within the United States.

The RNDA’s role and functions will include establishing and maintaining a single, comprehensive database that will enable callers to verify whether a telephone number has been permanently disconnected, and is therefore eligible for reassignment, before calling that number. The RND will contain information on disconnected U.S. geographic and toll-free telephone numbers. The RNDA will collect disconnected number data from each Service Provider that obtains North American Numbering Plan (NANP) U.S. geographic numbers and from the Toll-Free Number Administrator (TFNA) that assigns U.S. toll free numbers to Responsible Organizations (Reports).

The RNDA shall develop, deploy, and manage a database system that securely houses all permanently disconnected U.S. geographic and toll-free numbers and the date of the most recent permanent disconnection of each of those numbers. When a caller queries the database using a NANP U.S. geographic or toll free telephone number and a date, the database must provide a response of “yes”, “no”, or “no data” to explain whether the number has been permanently disconnected since the date provided by the caller.

The system shall accommodate the necessary volume of data and provide access to that data by multiple simultaneous system users. The system shall offer the ability to process low-volume queries (e.g., via a web site interface), as well as support high-volume queries (e.g., via batch process and/or standardized application programming interfaces or other protocols). The system’s web interface shall facilitate mechanized data input capabilities and shall also allow for the generation of reports.

1.3 Background

The FCC’s rules require Service Providers to ensure the efficient use of telephone numbers by reassigning a telephone number to a new consumer after it is disconnected by the previous consumer.

Once a consumer disconnects a number, he or she might not update all parties who have had previous authorization to call. When the disconnected number is reassigned, callers may inadvertently reach the new consumer who now has been assigned the disconnected number.

Unwanted calls to reassigned numbers can be a problem for callers and consumers. Commercial databases exist to aid callers, but these databases are not comprehensive. The FCC took the first step toward addressing the problem by launching a broad inquiry in July 2017.

In response to the Notice of Inquiry (NOI), a majority of commenters supported establishing a comprehensive and timely database that allows callers to verify whether a number has been reassigned before making a call.

In March 2018, the FCC adopted a Second Further Notice proposing to establish a reassigned numbers database and seeking comment on the mechanics and policies associated with the database.

Based on their review of the record in the Second Further Notice, the FCC adopted the Reassigned Numbers Database Order in December 2018 that required the establishment of a single reassigned numbers database to supplement existing commercial solutions and provide for functionality to enable callers to avoid calling reassigned numbers.

Specifically, the FCC requires Service Providers to report the last date of permanent disconnection associated with their allocated and ported-in numbers to a Reassigned Numbers Database Administrator (RNDA). A caller can then, if it chooses, use the database to determine whether a telephone number has been permanently disconnected after a date certain and therefore is no longer assigned to the party the caller wants to reach.

The FCC referred operational and technical issues to the North American Numbering Council (NANC). The FCC directed the NANC to issue its recommendations, for review by the FCC, for implementing and operating the RND, including this Technical Requirements Document, recommended fee structure, and fee amounts.

The Commission sought comment on this document with a Public Notice, and subsequently updated the requirements.

1.4 Mission and Attributes

The RNDA will function under the jurisdiction of the Commission as the RNDA for the United States and its territories. The RNDA operates within requirements set forth in the Reassigned Numbers Database Order.

Offerors must demonstrate that they meet the FCC’s neutrality requirements through submission of a certificate signed by a Chief Executive Officer or President that explicitly certifies the Offeror meets each requirement. The successful Offeror will be required to re‑certify to its compliance at the time of award. Offerors shall be prepared to provide any other documentation verifying compliance as may be requested by the FCC.

The RNDA is the designated independent entity responsible for managing the RND in an efficient, effective, fair, unbiased, and non-discriminatory manner consistent with regulatory directives and industry guidelines. The RNDA is required to comply with FCC decisions, rules, and orders, as applicable. The RNDA will adhere to all FCC requirements, orders, and policies.

1.5 Objectives

The main objectives of the RNDA are:

· Provide an independent third-party administrator service to manage the reassigned numbers database.

· Establish a single, comprehensive reassigned numbers database that will enable callers to verify whether a U.S. geographic or toll-free telephone number has been permanently disconnected after a date certain, and is therefore eligible for reassignment, before calling that number.

· Focus on minimizing costs and burdens for Users, Service Providers, and the TFNA, ensuring that it is reasonably affordable for all to use.

· Develop the database such that it can be updated by Service Providers and the TNFA simultaneously with information regarding permanently disconnected U.S. geographic and toll-free telephone numbers on a monthly basis.

· Develop, implement, and maintain a portal interface for the TFNA, the FCC, database Users, Service Providers, and their agents.

· Develop, implement, and maintain a system-to-system interface including Secure FTPs and RESTful APIs for Users and their agents.

· Ensure that the data contained in the database is used appropriately and accessible to the widest possible array of system users.

· Ensure that the design of the RND supports the safe harbor from TCPA liability for those callers that rely on the database to learn if a number has been reassigned after a date certain.

· Facilitate the collection of start-up costs from Service Providers by providing the Billing and Collection Agent with necessary information.

· Facilitate funding operating costs through database usage charges; assist the Billing and Collection Agent to provide recovery of start-up costs to Service Providers.

1.6 Responsibilities

The RNDA shall:

· Perform all day-to-day RND management and administrative activities, as well as interact with the TFNA, Service Providers/Service Provider Agents, Users/User Agents, the FCC, and other regulatory agencies as applicable.

· Provide and maintain a system to support all day-to-day and long-term RNDA functions.

1.6.1 Management

The RNDA shall implement a planned management approach utilizing effective transactional database management skills in order to make Users/User Agents aware of the availability of the RND to meet the current and future User/User Agent needs, and to support the RNDA’s overall responsibility to promote the continued viability of the RND to meet the User/User Agent’s current and future needs.

1.6.2 Performance

The RNDA shall be responsible for maintaining the security, reliability, performance, and flexibility of the RND. Performance instructions may be found in the FCC Cyber Security Program (Reference 1), including guidelines and policies referenced therein.

The updating of and access to the RND shall be user-friendly and shall not impose an unreasonable burden on the TFNA, Users/User Agents, Service Providers/Service Provider Agents, or FCC. The RNDA shall protect confidential information provided by Service Providers/Service Provider Agents, Users/User Agents, the TFNA, or the FCC from unauthorized disclosure. All information provided by such entities to the RNDA shall be treated as confidential information except to the extent that the RNDA is explicitly required to disclose such information, as described in this Technical Requirements Document, in performing its functions.

1.7 Certain Obligations Bearing on Responsibility

1.7.1 Interaction with Governmental Entities

The RNDA shall be responsible for establishing and maintaining effective and business-like relationships with appropriate governmental and regulatory bodies (e.g., FCC and state regulatory agencies) and addressing policy directives from the FCC.

1.7.2 Organizational Capacity

The RNDA shall maintain the necessary administrative staffing to handle the User/User Agent access; secure online payment methodologies; and technical, operational, industry, regulatory, and legal issues relevant to the management of the disconnected telephone numbers data and the date of disconnected number reports provided by Service Providers/Service Provider Agents and the TFNA. Also, the RNDA must maintain the Service Provider/Service Provider Agent and TFNA access and profiles, high volume submissions on a monthly basis, and other assets to manage the disconnected telephone numbers and date of disconnect data.

1.8 Policy Objectives and Context

The RNDA shall adhere to the following broad policy objectives. The RNDA:

· Shall facilitate the ability for Users to query the RND to determine if a telephone number has been permanently disconnected and thus potentially reassigned.

· Shall facilitate the process of Service Providers’, Service Provider Agents’ and the TFNA’s submission of disconnected number data.

· Shall not unduly favor or disadvantage any particular industry segment or group of system users.

1.9 Environment

1.9.1 Regulatory

The FCC has authority over numbering within the United States. The Commission authorized the creation of the RND with the Reassigned Numbers Database Order, issued in December 2018.

The Report and Order includes, but is not limited to, the following:

(1) Requires the TFNA, on a monthly basis, to report the date of last permanent disconnection for each toll- free telephone number allocated to U.S. RespOrgs.

(2) Requires each Service Provider that receives NANP U.S. geographic telephone numbers, on a monthly basis, to report the date of last permanent disconnection for each telephone number allocated to it or ported into it.

(3) Concludes that a single database is the most efficient way to make reassigned number information available to callers.

(4) Funds start-up costs (costs to establish the database and create the query functionality) by collecting them from Service Providers using the same mechanism as other numbering administration costs.

(5) Authorizes the RNDA to fund operating costs through usage charges to callers that choose to use the database. The RNDA will be chosen through a competitive bidding process.

(6) Authorizes the RNDA to work with the Billing and Collection Agent to recoup start-up costs paid by Service Providers and to return them to Service Providers through offsets to future numbering administration charges.

(7) Directs the TFNA to revise its Service Management System tariff as appropriate to embody this responsibility of the TFNA to report the disconnect status of toll-free numbers to the RNDA.

The following diagram summarizes the relationships associated with reporting data, operating the database, and funding database operations:

1.9.2 North American Numbering Council (NANC) Oversight

The NANC is a Federal Advisory Committee established in 1995 pursuant to the Federal Advisory Committee Act (FACA) as amended, 5 U.S.C. App 2. The purpose of the NANC is to advise the FCC and make recommendations that foster efficient and impartial NANP administration. The NANC advises the FCC on numbering policy and technical issues in areas of responsibility the FCC has entrusted to the NANC, with a focus on examining numbering in the changing, modern world of communications.

The general duties of the NANC are to gather and discuss information necessary to develop recommendations to the FCC related to numbering. Under the direction of the FCC, the NANC will provide oversight of matters relating to the RND, including the development of industry guidelines. To aid the FCC in its oversight responsibilities, the NANC will also prepare periodic and final reports for the FCC and serve in an advisory capacity only.

1.9.3 Industry Activities

The industry develops number administration guidelines for the United States based on industry consensus and regulatory direction. The Industry Numbering Committee (INC), operating under the auspices of the Alliance for Telecommunications Industry Solutions (ATIS), is the industry forum established to develop such guidelines. The mission of the INC is to provide a forum to address and resolve industry-wide technical issues. INC guidelines incorporate federal regulatory requirements with technical and operational principles. The guidelines also recognize the existence of specific regulations in states where FCC-delegated authority has been granted.

Industry guidelines and regulatory directives are subject to change throughout the contractor’s Term of Administration as the RNDA. The RNDA shall administer the RND in accordance with this TRD and any applicable industry guidelines unless they conflict with regulatory directives or the awarded contract, in which case the regulation or contract will apply.

Section 2: General Requirements This document describes the functional requirements, administrative tasks, responsibilities, and duties of the RNDA. This section describes basic functions to be performed by the RNDA, described in related FCC rules, orders, or directives and the related rules, orders, including applicable industry guidelines, technical standards, and any NANC-related documentation referenced in the rules, orders, or directives of the FCC, and in Section 10 in this document (which is a non-exhaustive reference list of applicable regulatory items, guidelines, and standards).

2.1 High-Level Requirements

The four (4) high-level requirements of the RNDA are indicated below.

2.1.1 Manage the RND Data and Access to the RND

The RNDA shall manage the input from Service Providers/Service Provider Agents and the TFNA to the RND, and shall manage the output to authorized Users/User Agents that query the RND. The RNDA shall ensure the RND is sufficiently robust to manage high quantities of simultaneous use and has the general functionality to meet RND Clients’ needs in an efficient, effective, fair, unbiased, and non-discriminatory manner consistent with FCC regulations and industry-developed guidelines.

The RNDA shall be responsible for ensuring the appropriate safeguards are in place to protect the RND from unauthorized access, ensuring the security and integrity of the data, keeping records of Service Providers’/Service Provider Agents’ and the TFNA’s monthly reporting, and keeping records of authorized Users’/User Agents’ queries of the RND.

The RNDA shall allow for Service Providers/Service Provider Agents and the TFNA to obtain authorization levels that identify the range and scope of the data access, including identification of approved levels of access to data associated with their profile.

The RNDA shall allow for User/User Agents to obtain authorization levels that identify the range and scope of the data access, including identification of approved levels of access to their profile associated data.

2.1.1.1 User Administration

The RNDA shall provide a method to grant and terminate access to the system and assign, modify, and withdraw privileges to ensure that authorized Users/User Agents have secure, transparent, and reliable access to the RND. The RNDA will authorize access to the database only to Users/User Agents who agree in writing that the Users/User Agents will use the database solely to determine whether a number has been permanently disconnected since a date provided by the caller for the purpose of making lawful calls or sending lawful texts.

The RNDA will obtain this certification from each new User/User Agent during the enrollment process and before allowing a new User/User Agent to access the RND. The written agreement should be substantially similar to:

The user agrees and warrants that it, and any agent acting on its behalf, will access and use the reassigned numbers database solely to determine whether a number has been permanently disconnected since a date selected by the user, or its agent, for the purpose of making lawful calls or sending lawful texts. The date selected will be a date that the user, or its agent, reasonably and in good faith believes the person it intends to call or text could be reached at that number.

The RNDA will accomplish this requirement by having new Users/User Agents attest, potentially as part of an online registration process, that they agree to these limitations.

The RNDA shall provide each approved User/User Agent with a unique system user ID and password for access to the RND (pursuant to Section 2.10.4).

2.1.2 Manage Billing for Use of the RND

The RNDA shall be responsible for billing authorized Users/User Agents for queries of the RND and collecting the appropriate payments from those Users/User Agents for such queries. In accordance with the Reassigned Numbers Database Order (Reference 9), and with final requirements when so determined, billing capabilities shall include both recurring and non-recurring elements, as well as query- or usage-based components.

2.1.3 Administrative Resources for Legal, Financial, and Technical Responsibilities

The RNDA shall maintain necessary administrative resources to handle the legal, financial, and technical responsibilities required to manage the RND.

2.1.4 Supervision for All Services and Responsibility for Achieving Performance Objectives The RNDA shall provide management supervision for all the services it provides, including responsibility for achieving performance objectives. The establishment of these objectives is a collaborative effort among the RNDA, the FCC, the NANC, and the appropriate stakeholders (e.g., industry RND system user groups).

2.2 Relationships

The RNDA shall establish and maintain relationships within the United States with entities such as the FCC or others with delegated authority as appropriate. The RNDA shall cooperate with and actively participate in policy and technical numbering bodies and industry forums, such as the NANC and its subtending groups, appropriate stakeholders (e.g., INC), and any potential system user group specified by the FCC.

2.3 Administration and Management

The RNDA shall manage the RND in accordance with the most current applicable rules, orders, directives, and published industry guidelines and technical standards. Occasions may arise where decisions and interpretations are required on issues that have not yet been addressed. The RNDA shall have the knowledge and capability to recognize these instances and refer them to the appropriate body for resolution.

The contractor selected to fulfill the RNDA function shall ensure that its other contracts and business arrangements, and those of any subcontractor, do not adversely impact the RNDA organization, or resources it establishes and employs to meet these RND technical requirements.

2.4 Service Provider, Service Provider Agent, TFNA, User, User Agent and Regulator Support The RNDA shall serve as the information resource for Service Providers/Service Provider Agents, the TFNA, Users/User Agents, and the FCC (i.e., Clients) concerning disconnected numbers in the RND. The RNDA shall respond to inquiries about the RND but shall not disclose any Service Provider-specific information. The RNDA shall provide, upon request, information on how to obtain current documents related to the RND (e.g., application for access to the system, user guides, secure FTP [sFTP] or RESTful API specifications) by referring to specific RNDA web pages where requesters may download electronic copies or to other sources as appropriate. The RNDA shall provide copies of documents it generates by e-mail if the document is not available via the Internet. A list of documents related to the RND is provided in the List of References in Section 10 of this document.

2.5 Cost Allocation

The Billing and Collection Agent shall implement the final allocation methodology for sharing initial development costs of the RND among Service Providers. Should cost allocation disputes arise, the Billing and Collection Agent shall request FCC guidance. In no circumstances shall the RNDA decide on its own the cost methodology or allocation among Service Providers.

Once the RND has been established, Service Providers shall have no further RND funding obligation as defined in the RFP. Ongoing operational costs and enhancements, including change orders, shall be recovered by the RNDA through the rates charged to the Users/User Agents.

2.6 Staffing

The RNDA shall maintain the necessary staffing levels to support industry and regulatory work relevant to the management of the RND.

The RNDA shall file an initial staffing report at the start of the contract, which shall include staffing numbers by labor category. Thereafter, the RNDA shall report to the FCC on a monthly basis that there has been no change in staffing, or, in the event of a change, the report shall show shortages and overages, and yearly turnover rate.

The RNDA shall maintain necessary administrative resources to handle the legal, financial, and technical responsibilities connected with the management of the RND. Because the RNDA may occasionally interface with the media and the public as needed, the RNDA shall retain personnel that can create and maintain a publicly available web site for this purpose, and retain personnel with public relations skills (e.g., the ability to explain RND administration procedures to the media and the public).

To support its staff, the RNDA shall maintain the necessary equipment (e.g., inventory systems, facilities, and proper billing arrangements associated with day-to-day management of the RND).

The staff shall be trained or have equivalent experience in the areas of customer service and information technology, including, but not limited to:

· E-mail, web-based software applications and navigation tools, and Internet browsers

· Telephone and call tracking systems and tools

· Problem and change tracking systems and tools

· Ongoing training

· Transactional database management (including data submission/update/query) All employees and subcontractors of the RNDA who have access to a Service Provider’s/Service Provider Agent’s, TFNA’s or a User’s/User Agent’s confidential information shall be U.S.-based and shall execute a non-disclosure agreement that remains in effect following the termination of employment.

Subcontractors may be used by the RNDA to perform work, but responsibility for matters contracted remains with the RNDA, which shall exercise appropriate surveillance of subcontractors to ensure effective management of its responsibilities under this contract.

2.6.1 Availability

Staff shall be available a minimum of five (5) days a week, as defined in Section 2.6 of this document. The RNDA is required to obtain prior approval from the FCC or its designee for any exception to this.

2.6.1.1 Core Hours and Daily Operations

To be available during the business hours of its continental U.S.-based Clients, the RNDA shall be available between 8:00 am and 8:00 pm Monday through Friday EST, excluding recognized holidays. On the 15th day of each month, the RNDA shall be available from 8:00 am until midnight EST to allow for full support of the monthly update; this requirement must occur even if the 15th occurs on a weekend or a holiday. Since the RNDA service area covers multiple time zones, the RNDA shall provide a mechanism (i.e., voicemail, e-mail, or other support channels) to be accessible on a 24-hour basis in order to meet the needs of all of its Clients, 7 days per week. Contact information shall be readily available on the RNDA web site. The RNDA is required to give a 24-hour notice on any exception to the above via the RNDA web site. Exceptions must be approved by the FCC.

On occasion, if circumstances warrant, the RNDA shall be available at other times to meet the needs of its Clients.

2.6.1.2 Holidays

The RNDA shall observe the following holidays: New Year’s Day, Memorial Day, U.S. Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, and Christmas Day. The RNDA shall be open for business on all other days that are neither a Saturday nor a Sunday.

2.6.2 Inquiry Response

The RNDA shall respond within one (1) business day (to be defined in the time zone where the inquiry was originated) to general inquiries or questions, including those made outside normal business hours, whether made by e-mail or voicemail. All e-mails and voicemails, whether received or responded to outside the normal business hours will be subject to a performance metric and process to be approved by the FCC or its designee. All exceptions shall be noted and brought to the attention of RNDA management.

The RNDA shall monitor and report on its response rates to Client inquiries. This report shall be furnished to the FCC monthly and used to review the RNDA’s customer service activities.

The RNDA shall develop and implement an internal, documented performance monitoring mechanism and shall provide such performance review on at least an annual basis or upon request of the FCC, or its designee. The annual assessment process will not preclude Users/User Agents, the TFNA or Service Providers/Service Provider Agents from identifying performance problems to the RNDA as they occur, and from seeking expeditious resolution.

If Users/User Agents, the TFNA or Service Providers/Service Provider Agents identify performance problems, the RNDA shall investigate and report within 10 business days of notice to the Client of corrective action, if any, taken or to be taken. The RNDA shall be permitted reasonable time to take corrective action, including the necessity of obtaining the required consent of the Commission.

2.6.3 Requests for Information and Referrals

The RNDA shall, upon request, provide information and answer questions regarding the RNDA and RND processes, procedures, interfaces, and services within one (1) business day. The RNDA shall, upon request, provide Clients or potential Clients with assistance in understanding how to verify whether a telephone number has been permanently disconnected, disconnected number data collection, reporting, and all other obligations required by the FCC.

In addition, the RNDA shall provide, within one (1) business day of receipt of a request, information on how to obtain documents related to the RND, by either referring the requestor to web sites where the information is available or by providing electronic copies of the information via e-mail to the requestor.

2.6.4 Physical Location

The physical location of the RNDA facility(s) is at the discretion of the contractor but shall be within the continental United States. The RNDA shall notify Clients and the public, by appropriate means, prior to any facility relocation or telephone number change.

2.6.5 Travel

The RNDA shall participate in RNDA applicable meetings via audio or video conference when necessary (e.g., for NANC meetings or other meetings). The RNDA shall maintain staff that is available to travel in compliance with FCC requests.

2.6.6 Conflicts

Staff members of the RNDA must be fair and impartial and shall not be aligned with any particular telecommunications industry segment and may not represent the interests of the parent company contracted as the RNDA in any respect. The RNDA may not be an affiliate of any Service Provider. The RNDA must be an independent, non-governmental entity that must meet strict competitive neutrality requirements.

Conversely, neither representatives of the RNDA’s parent company nor any divisions or departments thereof that are not direct, 100% dedicated employees of the RNDA may represent the interests of the RNDA.

2.7 Telecommunications Requirements

The RNDA shall have voice and data capabilities in order to communicate with all Clients (e.g., authorized Users/User Agents, the TFNA and Service Providers/Service Provider Agents) and the public concerning the RNDA. Each RNDA staff member who has responsibilities for interfacing with Clients shall have a direct dial number that allows direct telephone access to the staff member and the ability to leave a voice message for the staff member if he or she is unavailable. Further, the RNDA shall maintain both a toll-free telephone number and, unless not achievable, a text-based support mechanism, such as an Internet-based support ticket submission and management platform for a Help Desk. The Help Desk shall be available to assist prospective and authorized Users/User Agents, Service Providers/Service Provider Agents, and the TFNA. The Help Desk shall comply with Section 508 of the Rehabilitation Act of 1973 in ensuring that its services are accessible to individuals with disabilities.

2.8 RND/RNDA Guidelines

The RNDA shall participate in the development and modification of applicable guidelines and procedures, which may or may not affect the performance of the RNDA functions. These changes may come from regulatory directives and/or industry-initiated modifications to guidelines. In addition, new guidelines may be developed as appropriate to comply with regulatory directives. The RNDA shall implement any changes determined by the Commission to be consistent with regulatory directives.

The RNDA shall:

· Provide, in real time, technical guidance to ensure processes and procedures are effective in meeting the goals of the change

· Provide issues and contributions, and be prepared to discuss how the proposed change promotes RND efficiencies and how the change will affect the RNDA’s duties, obligations, and accountability

· Assess and share in real time (i.e., during discussion) the order of magnitude cost implications and administrative impact of the change upon the RNDA’s duties and responsibilities Within seven (7) business days of a change, the RNDA shall provide its interpretation of the change, its impact upon service, the date the new change is proposed to become effective, what steps in current procedures need to change and when any new forms or procedures will be required. The RNDA shall provide this information to the FCC and the NANC or its designee. The RNDA shall submit an assessment (i.e., a Change Order) regarding the impact of scope of work, time and costs to the FCC and the NANC or its designee within 30 days.

The RNDA shall post changes in procedures on its web site(s) prior to the change taking effect and shall notify its Clients of such posting.

The NANC or designee shall be consulted at the FCC’s discretion regarding the suggested implementation date of such changes to determine the likely impact on Client processes and systems (i.e., whether it would be unduly burdensome or would unfairly disadvantage any Client or group of Clients per the RNDA’s obligations).

Specifically, the RNDA shall:

· Notify all interested parties when guidelines have changed and provide a short description of the changes.

· Interpret guideline changes and impact upon processes.

· Identify the implementation date or effective date of such changes.

· Provide notification of new forms or tools that may be required.

· Identify a Single Point of Contact (SPOC) within the RNDA’s staff to answer questions.

2.9 Dispute Resolution

The RNDA shall resolve disputes and participate in dispute resolution as necessary. These disputes could arise from the performance of RNDA activities, from industry forum/user group activities, or from conflicting government or regulatory policy directives. The extent of involvement of the RNDA in the resolution of disputes shall depend on the nature and origin of the dispute. The Dispute Resolution process, established by the NANC, shall be followed for determination of the controversy.

The RNDA shall administer the RND based upon regulatory directives and industry guidelines. A disagreement may arise among Clients and the RNDA. The RNDA shall be required, based on the relevant regulatory directives, guidelines, and the NANC Dispute Resolution process, to address and, if possible, resolve the disagreement.

The RNDA shall interpret and apply relevant guidelines, directives, and Orders to resolve a disagreement when managing the RND. The RNDA shall, in all cases, follow FCC rules and the relevant guidelines that are in effect at the time that the dispute arises.

Disputes may also arise regarding reassigned numbers (Permanent Disconnection) activities. When this occurs, the RNDA may be requested to participate in dispute resolution by providing guidance and/or historical data. The RNDA shall abide by the NANC Dispute Resolution process. The RNDA shall provide any information it has relative to the dispute to the appropriate group responsible for resolving the dispute. The RNDA shall investigate the problem and report back within ten (10) business days from the date of the complaint, to the FCC, the NANC, and the Client on the results of such investigation and any corrective action taken or recommended to be taken.

For all disputes, concerns, complaints, and issues raised by Clients, oral or written, the RNDA shall prepare a document that contains:

· Description of the dispute, concern, complaint, or issue (recorded within one (1) business day)

· Plan of action (recorded within one (1) business day)

· The resolution and reasoning (recorded within one (1) business day of resolution)

· Number of business days passing before referred to appropriate regulators

· Number of business days passing before resolution accepted by complainant The RNDA, in coordination with the FCC, shall take any necessary corrective action within 30 calendar days of the complaint.

The RNDA shall be responsible for expenses that are incurred in achieving compliance with any law, regulation, audit or contract requirements.

2.10 Data Security

Because of the proprietary and/or sensitive nature of some information that may be sent to the RNDA, proper security measures shall be taken. The RNDA shall be responsible for maintaining the security, reliability, performance and flexibility of the RNDA administration system. The system shall protect the sensitive information provided by Clients or any other source of proprietary, confidential, or private information.

The RNDA shall protect confidential information unless otherwise directed by that Client. These measures shall conform to FCC Cyber Security Program (Reference 1), including guidelines and policies referenced therein.

Complete information describing the security mechanisms used to prevent unauthorized access to its computers and telecommunications equipment, including internal policies, procedures, training, hardware and software, etc., will be furnished in the RNDA’s Security Plan.

The RNDA is also subject to security provisions in other sections of this document.

2.10.1 Secure Work Area

All work areas shall have limited access and secured record retention practices to ensure that Client-specific data is afforded the level of security required to maintain its designated security status. The RND administration system shall have, at a minimum, security measures that are in conformance with the FCC Cyber Security Program (Reference 1). Systems shall include appropriate security measures for confidential data and accessibility for all Clients to their own information through an appropriately secured mechanism.

2.10.2 Physical Security

The RNDA shall provide suitable security for any and all computer systems that contain disconnected number information and/or proprietary information. This includes any system that is connected to any communications network. The RNDA shall maintain and enforce physical security procedures that conform to the requirement to maintain confidential and proprietary information. The RNDA also shall be responsible for the activities of any subcontractors to ensure the security of all systems and data, including requiring all subcontractors to execute a nondisclosure agreement. The RNDA shall ensure that any data requested by a governmental non-RND entity is protected as confidential by that entity through applicable law or another documented nondisclosure mechanism.

2.10.3 Site Visits

The FCC, with or without notice to the RNDA, shall have the right to make visits to the RNDA facilities to review safety/security requirements. If the safety and physical security procedures do not comply with those specified, the RNDA shall correct such noncompliance within ten (10) business days. In the event of noncompliance, the RNDA shall implement corrective measures and give notice of such implementation to the FCC, and the FCC may make one or more follow-up visits to the affected site, as necessary, to confirm that the deficiency has been rectified. The FCC’s rights under this paragraph shall not in any way limit the FCC’s ability to visit any site for reasons other than a safety/security visit.

Inspections shall include, but not be limited to, the facilities of subcontractors, RNDA or subcontractor maintenance organizations, and remote workstations used to process RNDA data.

2.10.4 Data Accessibility

The RND administration system, and any other RNDA systems containing Reassigned Numbers data, shall have User ID and password access (i.e., Logon Credentials). Formal access shall be initiated upon receipt of completed Logon Credentials request form having the proper written approvals from the requesting Service Provider/Service Provider Agent, the TFNA, the User/User Agents, or the FCC. The Client’s security requirement sets the correct level of record access and system capabilities. For forms and reports requiring an applicant signature, a valid User ID and password or use of an API key (as described in Section 2.15.2) shall be considered tantamount to an applicant signature.

2.10.5 Unauthorized Access

In the event that the RNDA becomes aware of an unauthorized access to its systems or Client data, the RNDA shall immediately: (1) notify the FCC and the applicable Clients by e-mail, (2) investigate the unauthorized access, and (3) subject to reasonable access, security and confidentiality requirements, provide the FCC, Clients, and their designees with reasonable access to all resources and information in the RNDA’s possession as may be necessary to investigate the unauthorized access. The FCC shall have the right to conduct and control any investigation relating to unauthorized access that it determines is appropriate.

2.11 Implementation Plan

The contractor shall provide an Implementation Plan to the FCC within 30 days of contract award, and an update of the Implementation Plan 30 days prior to the commencement of RND launch. The objective of this Implementation Plan shall be to achieve a quick startup of all RNDA services.

2.12 RNDA Transition to Successor

There shall be a transition from the current administrator to the new administrator should the RNDA responsibility be awarded to a new party. The contractor shall transfer, in the case of termination or at the expiration of the Term of Administration, to the FCC or designee all hardware, software, web sites and rights to software contracts and other intellectual property as outlined in the Transition Plan.

This RNDA transition is additionally subject to the termination and continuity provisions in the solicitation. All bidders shall identify transition-related costs separately, including costs for transition to a successor.

Any other equipment or contracts associated with RNDA day-to-day operations shall transfer. This shall include but is not limited to:

· RND and all its accounts and supporting documentation

· Approved cloud hosting services and cloud-based applications

· Computers and related equipment and software

· Other peripheral devices

· All RNDA records, both current and stored

· RNDA web site URL

· Also see the Transition Plan

2.12.1 Transfer Efficiency

The transfer of all property shall be performed in a manner that ensures an efficient and orderly transition of the RND System and associated equipment to a successor’s environment in a fully operational state.

2.12.2 Technical Support

The contractor shall provide at least 15 business days, but up to 30 business days over a three (3)-month period, if required, of technical support to ensure a smooth transition of the system.

2.12.3 Documentation

The contractor shall provide the FCC with copies of all documentation specified in the System Documentation Plan.

2.12.4 Transition Plan

The contractor shall provide a detailed plan for an efficient and orderly transition, 180 calendar days prior to contract termination. This transition plan shall follow the format, as applicable, of the Software Transition Plan (STrP) (Reference 4).

2.13 Term of Administration

The contractor shall serve for a period determined by the FCC.

2.14 Supplemental Discovery

The RNDA shall undertake a study of the business processes and functions of the stakeholders, through for example, solicitation of input from those who will use the system. The RNDA shall use this study to analyze and recommend further refinements to the requirements of this requirements document. Upon completion, the RNDA shall submit a detailed requirements recommendation report to the FCC or its designee. This task will be considered complete upon acceptance of the report by the FCC or its designee.

2.15 Interaction and Interfaces

The RNDA shall interact with Service Providers and Service Provider Agents, the TFNA, Users and User Agents, and the FCC and NANC. The RNDA also shall interact with the media as needed, with approval from the Commission.

The RNDA shall provide the following constituency interfaces:

Constituent

Interface Service Providers

Web, e-mail, secure FTP

Service Provider Agents

Toll Free Number Administrator

Users

Web, e-mail, secure FTP, RESTful API User Agents

Web, e-mail, secure FTP, RESTful API Media

Web, e-mail

More detailed discussion of the duties and interactions with these constituents can be found in the following sections and the applicable industry guidelines. Note: any web interface must be maintained in compliance with Section 508 of the Rehabilitation Act of 1973, the Federal Information Security Modernization Act (FISMA) or other security standards mandated by the Commission and shall be provided through a secure system.

The RNDA shall provide all electronic and information technology items under this contract in an accessible format that is compliant with Section 508 of the Rehabilitation Act of 1973 and the Access Board Standards.

2.15.1 Interface with the Service Providers, Service Provider Agents, and the TFNA The RNDA shall maintain a Service Provider, Service Provider Agent, and TFNA interface to be used to receive Service Providers’/the TFNA’s monthly disconnected numbers reports in standardized data and file format(s) and to provide confirmation of receipt, in a relay between the RNDA and the Service Provider, Service Provider Agent, or TFNA. Any or all of the following interfaces may be necessary, depending on the particular Service Provider, Service Provider Agent, or TFNA with which interaction is taking place, and thus, shall be made available by the RNDA: system-to-system (secure FTP) and web site (manual input and file upload/download). For example, these interfaces shall be used to receive a Service Provider’s/Service Provider Agent’s/the TFNA’s standardized monthly disconnected numbers report and to return a confirmation receipt to the Service Provider/Service Provider Agent/TFNA after a report has been accepted by the RND system for processing. The interfaces also shall be used, where feasible, to communicate information to Service Providers, Service Provider Agents, and TFNA (e.g., e-mail notices about system maintenance, system outages, reminders for report filings, etc.), and provide Service Providers, Service Provider Agents, and TFNA with the ability to query their own records as needed, and to manage their RND system user profiles as needed. The RNDA is responsible for ensuring the availability of these interfaces. All reporting and confirmation activities facilitated in the RND system shall also be supported via a system-to-system interface including an authentication and authorization mechanism.

2.15.2 Interface with Users or Users Agents

The RNDA shall maintain a User and User Agent interface to be used by Users or User Agents (i.e., callers) that wish to query the RND and to provide the results of the query, in a relay between the RNDA and the User or User Agent. Any or all the following interfaces may be necessary, and thus, shall be made available by the RNDA: system-to-system (secure FTP and RESTful API) and web site (query/response and file upload/download).