Attachment 1 Draft Statement of Work.pdf

Security Systems Maintenance (SSM)

Draft Statement of Work (SOW)

Security System Maintenance Draft Statement of Work

Contents

1 PURPOSE

1.1. General Requirements

1.2. General Scope

2 CONTRACTOR STAFF REQUIREMENTS

2.1 General Staffing

2.1.1 Onboarding

2.1.2 Termination

2.2 Qualifications/Certifications

3 TRAINING

3.1 Training Required for All Employees

3.1.1 FAA Mandated Training

3.1.2 Additional Training Required for Technicians

4 SAFETY MANAGEMENT

4.1 General

4.2 Fall Protection

4.3 Powered Platforms

4.4 Facility Hazards and Accidents

4.4.1 Hazards

4.4.2 Accidents

5 CALL CENTER REQUIREMENTS

5.1 Work Order Calls for More Than One Maintenance Issue

5.2 Completed Calls

5.3 Beyond the Scope of Work Calls

6 WAREHOUSE REQUIREMENTS

6.1 Required Materials and Equipment

6.2 Property Management

6.2.1 Government Property Reports

6.2.2 Property Disposal

6.2.3 Ordering

6.2.4 End-of-Lifecycle

6.2.5 Shipping

6.2.6 Barcoding

6.2.7 Audits

6.2.8 Repair or Replacement of Warrantied Equipment

6.2.9 Protection of Equipment from Theft, Vandalism, or Damage

6.2.10 Accounting for Government Furnished Equipment (GFE)

7 REPORTING

7.1 Annual Facility Contract Directions

7.2 Program Management Review (PMR)

7.3 WEEKLY STATUS MEETINGS

8 GENERAL REQUIREMENTS FOR THE PERFORMANCE OF WORK ORDERS

8.1 Work Order Management

8.2 Work Schedule

8.3 Facility Managers and Security Coordinators

8.4 Security Operations Center (SOC)

8.5 Service Call Documentation

8.6 Response to Service Calls Process

8.7 Federal Facility Access

8.8 Interface with Other Contractors and Government Personnel

8.9 Major Repair ($35,000.00, or greater in equipment cost)

8.10 Replacement, Modernization, Renovation

8.11 Equipment under Manufacturer’s or Installer’s Warranty

8.12 Manuals

8.13 As-Built Drawings

8.14 Testing of Existing Parts and Components

8.15 Access to FAA Systems

9 RESPONSE TIME REQUIREMENT (RTR)

9.1 Service Call Classification

9.1.1 Tier One Facilities

9.1.2 Non-Tier One Air Traffic and Non-Air Traffic Facilities

9.2 Response to Service Calls

10 GOVERNMENT FURNISHED INFORMATION

11 ESTABLISHING WORK ORDER COST

11.1 Establishing Total Labor Costs of Each Unique Repair Request (Work Order)

11.2 Establishing Total Material Costs of Each Unique Repair Request (Work Order)

11.3 Establishing Total Equipment Costs of Each Unique Repair Request (Work Order) .. 23

11.4 Establishing Total Travel Costs of Each Unique Repair Request (Work Order)

12 GENERAL REQUIREMENTS FOR SECURITY SYSTEMS REPAIR

12.1 General Repair of Security Systems and Equipment Work

12.1.1 Card Readers

12.1.2 Cameras

12.1.3 Security Enclosures (Access Control Panels)

12.1.4 Guard House Systems Repair

12.1.5 Head End Systems

12.1.6 Entry Control Video and Gate Control Video

12.1.7 Doors with Security System Sensors/Card Readers

12.1.8 Gate and Barrier Arm Infrastructure

12.1.9 Remote Maintenance Monitoring and Enterprise Network Connectivity

12.1.10 Trenching/Cable repair

12.1.11 Intrusion Detection Systems

12.1.12 General Interior Work

12.1.13 General Exterior Work

12.1.14 Damage to Landscaping and Concrete Walkways

13 OUT OF SCOPE

13.1 General Requirements for Security Fences, Wire Cages, and Lighting

13.2 General Requirements for Locksmithing (Security Cores)

13.3 Installation of Equipment for New Construction

13.4 Major Modifications to Existing Design

14 FSL 1 CONTRACT ACCESS

15 LIMITED ALLOWABLE PREVENTATIVE MAINTENANCE

16 VENDOR LICENSE AGREEMENTS

17 VALUE ADDED RETAILER (VAR) SUPPORT

18 ADDITIONAL GENERAL REQUIREMENTS

19 CONTINUITY OF SERVICES

19.1 Backlogged Service Calls

19.2 Backlogged Work

20 GOVERNMENT FURNISHED PROPERTY AND SERVICES

21 GOVERNMENT FURNISHED INFORMATION

22 CONTRACTOR FURNISHED ITEMS

23 FAA INFORMATION SECURITY AND PRIVACY

24 DEFINITIONS

25 ATTACHMENT LIST

1 PURPOSE

The purpose of this Statement of Work (SOW) is to identify the requirements the Contractor must adhere to while performing corrective maintenance and replacement services for the Federal Aviation Administration’s (FAA’s) physical security systems covered under the Security Systems Maintenance (SSM) contract. This SOW will list all required FAA Orders, Government Furnished Equipment (GFE), and Government Furnished Information (GFI) needed to meet the terms of the contract. Other required terms, conditions, clauses, and additional information will be found under the remaining Sections of the contract.

1.1. General Requirements

The Contractor must furnish all labor, supervision, tools, materials, equipment, incidental engineering, transportation, and management necessary for the maintenance, repair, and replacement services of physical security systems, related systems, and equipment in accordance with the requirements specified herein. The work includes the performance of service call work, indefinite quantity work items of repair, reengineering, and replacement of obsolete systems and equipment when replacement parts may no longer be acquired.

1.2. General Scope

The FAA has deployed physical security systems and equipment at staffed and unstaffed facilities throughout the United States and its territories. Currently, there are roughly 631 facilities. The number of included sites is subject to change by either the construction or decommissioning of a facility or through the reclassification of an existing facility (see Attachment J.1 List of Facilities and Attachment J.3 Map of Regions). The scope and scale of the security systems at each of these sites is addressed by FAA Order 1600.69 (to be provided after award) and will be subject to change as the perceived threat changes or due to changing technology. In general, the equipment and systems deployed include, but are not limited to the following:

a. Physical Access Control (PACS),

b. Video Monitoring System (VMS),

c. Visitor Screening System (VSS),

d. Intrusion Detection Systems (IDS),

e. Electronic Gate and Barrier Arm Controllers,

f. Metal Detectors,

g. Electronic door strikes, magnetic locks, and crash bars, and

h. Guard Tour Systems

2 CONTRACTOR STAFF REQUIREMENTS

2.1 General Staffing

The Contractor is responsible for ensuring all potential Contractors meet the requirements for employment set forth in Attachment J.4 Labor Categories, and that they follow the procedures listed below to obtain the proper access and credentials needed to perform their duties.

2.1.1 Onboarding

2.1.1.1 Resumes/Certifications

The Contractor must submit resumes and certification documentation for all new hires to the Contracting Officer (CO) and Contracting Officer Representative (COR). The FAA will review the documents for adherence to the contractual Labor Categories defined in Attachment J.4 – Labor Categories.

2.1.1.2 Security Approval

Select Contractors may be required to hold a Personal Identity Verification (PIV) card and an FAA eMail account to test card readers and log into PACS and VMS servers.

Before a Contractor can obtain a PIV card and an FAA eMail account, they must first complete the Vendor Application Portal (VAP) process. Upon award, the Contractor must provide a VAP point of contact (POC) email to the CO and COR. Once the POC is provided, the FAA Security Office will contact the vendor, establish a vendor profile, create a login and password, and provide a user guide.

2.1.1.3 FAA eMail Accounts

FAA eMail accounts will be assigned to technicians that require access to PACS and VMS servers only. To request an eMail account, the Contractor’s administrator will submit a written request to the COR with the following information: first, middle initial and last name, position, and phone number. The COR will then submit the request through the FAA Office of Information and Technology (AIT) Onboarding portal. The Contractor’s administrator will be notified when the account is activated.

Contractors must access FAA eMail accounts every 30 days to avoid deactivation.

Failure to keep these accounts in good standing may delay successful completion of some repairs.

2.1.1.4 PIV Cards

All Contractors requiring an FAA issued PIV card must apply for a card through the following link: https://idms.faa.gov/1681 If approved, the Contractor must visit the assigned Regional Office to be processed for and pick up the PIV card when notified. The Contractor must bring two valid forms of identification when arriving at the facility.

When the Regional Office processes the employee’s PIV request, the Security Officer will contact the COR to confirm the requirement. Therefore, Contractor must coordinate their visit with the COR to ensure availability. Once a PIV card is obtained the Contractor must display the card on a lanyard above the waist so that it is clearly visible.

Additional PIV card information can be found in FAA Order 1600.78A: Personal Identity Verification (PIV) Card and Other Identification Cards.

https://idms.faa.gov/1681

2.1.2 Termination

If a Contractor is terminated from performance on the contract, the Contractor must immediately provide termination notice to facilities where the Contractor conducted work. Within 24 hours of termination, the Contractor must notify the CO and COR in writing. If the FAA issued the Contractor employee a PIV card or other ID card, the Contractor must attempt to collect the card within 24 hours and return it to the FAA no later than five business-days after the Contractor’s termination or transfer. If the attempt to collect the card is not successful, the Contractor must notify the CO and COR in writing for discussion of next steps.

2.2 Qualifications/Certifications

The Contractor must continuously maintain an adequate staff with suitable expertise and training to assure work is scheduled and completed in accordance with the time and quality standards specified in this SOW. The Contractor must ensure that all Contractors possess the qualifications and certifications detailed in Attachment J.4 Labor Categories.

3 TRAINING

3.1 Training Required for All Employees

3.1.1 FAA Mandated Training

The Contractor must complete all FAA mandated training required of them as a condition of holding a PIV card and/or FAA eMail account. Contractor must take such training whenever it is assigned and provide documentation of completion for each training no later than one (1) week after the due date of the training to the COR.

3.1.2 Additional Training Required for Technicians

3.1.2.1 OSHA Training

3.1.2.1.1 Powered Platforms, Manlifts, and Vehicle-Mounted Work Platforms

Working platforms must be operated only by persons who are proficient in the operation, safe use, and inspection of the respective working platform to be operated.

All Contractors who operate working platforms must be trained in the following:

a. Recognition of, and preventive measures for, the safety hazards associated with their individual work tasks,

b. General recognition and prevention of safety hazards associated with the use of working platforms, including the provisions in the section relating to the respective working platform to be operated,

c. Emergency action plan procedures,

d. Work procedures, and

e. Personal fall arrest system inspection, care, use, and system performance.

Written work procedures for the operation, safe use, and inspection of working platforms must be provided for Contractor training. Pictorial methods of instruction may be used, in lieu of written work procedures, if communication is improved using this method. The operating manuals supplied by manufacturers for platform system components can serve as the basis for these procedures.

The Contractor must prepare a certification record to certify Contractors have been trained in operating and inspecting a working platform. The certification record must include the identity of the person trained and the date training was completed. The certification record must be prepared at the completion of the training and must be maintained in a file for the duration of the Contractor’s employment. The certification record must be kept readily available for review by the COR.

3.1.2.1.2 Ladders & Stairways

The Contractor must provide a training program for each Contractor using ladders and stairways, as necessary. The program must enable each Contractor to recognize hazards related to ladders and stairways and must train each Contractor in the procedures to be followed to minimize these hazards. The Contractor must also ensure that each Contractor has been trained by a competent person in the following areas as applicable:

a. The nature of the fall hazards in the work area,

b. The correct procedures for erecting, maintaining, and disassembling the fall protection systems to be used,

c. The proper construction, use, placement, and care in handling of all stairways and ladders, and

d. The maximum intended load-carrying capacities of ladders used.

3.1.2.1.3 Fall Protection

Before using any fall protection system, the Contractor must be trained in the use and application limits of the equipment, proper hook-up, anchoring and tie-off techniques, methods of use, and proper methods of equipment inspection and storage.

The Contractor must provide a training program for each Contractor who might be exposed to fall hazards. The program must enable each Contractor to recognize the hazards of falling and must train each Contractor in the procedures to be followed to minimize these hazards.

The Contractor must assure that each Contractor has been trained, as necessary, by a competent person qualified in the following areas:

a. The nature of fall hazards in the work area,

b. The correct procedures for erecting, maintaining, disassembling, and inspecting the fall protection systems to be used,

c. The use and operation of guardrail systems, personal fall arrest systems, safety net systems, warning line systems, safety monitoring systems, controlled access zones, and other protection to be used,

d. The role of each Contractor in the safety monitoring system when this system is used,

e. The limitations on the use of mechanical equipment during the performance of roofing work on low-sloped roofs,

f. The correct procedures for the handling and storage of equipment and materials and the erection of overhead protection, and

g. The role of Contractors in fall protection plans.

The Contractor must verify compliance with this section by preparing a written certification record. The written certification record must contain the name or other identity of the employee trained, the date(s) of the training, and the signature of the person who conducted the training or the signature of the employer. If the Contractor relies on training conducted by another employer or completed prior to the effective date of this section, the certification record must indicate the date the Contractor determined the prior training was adequate rather than the date of actual training.

The Contractor must maintain the latest training certification.

When the Contractor has reason to believe that any affected Contractor who has already been trained does not have the understanding and skill required by paragraph

(a) of this section, the employer must retrain each such Contractor. Circumstances where retraining is required include, but are not limited to situations where:

a. Changes in the workplace render previous training obsolete, or

b. Changes in the types of fall protection systems or equipment to be used render previous training obsolete, or

c. Inadequacies in an affected Contractor’s knowledge or use of fall protection systems or equipment indicate the Contractor has not retained the requisite understanding or skill.

4 SAFETY MANAGEMENT

4.1 General

The Contractor must comply with all applicable Federal, State, and local laws and regulations related to the maintenance and operation of equipment and systems within the scope of this contract including, but not limited to permitting, plans, inspection, personnel safety, certification, recordkeeping, and training. The Contractor is expected to wear appropriate attire and footwear when on the job site. When required by Occupational Safety and Health Administration (OSHA) standards, the Contractor must wear proper Personal Protective Equipment (PPE).

4.2 Fall Protection

The Contractor must provide fall protection equipment to its Contractors. All Contractors must be adequately trained in accordance with 29 C.F.R. 1910.28 and 1910.29. The Contractor must develop specific fall protection procedures for ladders, equipment, and other areas at elevation.

4.3 Powered Platforms

Aerial and scissor lifts, if used, must be inspected before each use in accordance with 29 C.F.R.

1910.67 (c)(2)(i) and the manufacturer's specifications.

Working platforms must not be loaded in excess of the rated load, as stated on the platform load rating plate.

Contractors are prohibited from working on snow, ice, or other slippery material covering platforms, except for the removal of such materials.

Adequate precautions must be taken to protect the platform, wire ropes, and lifelines from damage due to acids or other corrosive substances, in accordance with the recommendations of the corrosive substance producer, supplier, platform manufacturer, or other equivalent information sources. Platform members which have been exposed to acids or other corrosive substances must be washed down with a neutralizing solution, at a frequency recommended by the corrosive substance producer or supplier.

Platform members, wire ropes, and lifelines must be protected when using a heat producing process. Wire ropes and lifelines which have been contacted by the heat producing process must be considered permanently damaged and must not be used.

The platform must not be operated in winds in excess of 25 miles per hour (40.2 km/hr) except to move it from an operating to a storage position. Wind speed will be determined based on the best available information, which includes on-site anemometer readings and local weather forecasts which predict wind velocities for the area.

On exterior installations, an anemometer must be mounted on the platform to provide information of on-site wind velocities prior to and during the use of the platform. The anemometer may be a portable (handheld) unit which is temporarily mounted during platform use.

Tools, materials, and debris not related to the work in progress must not be allowed to accumulate on platforms. Stabilizer ties must be located to allow unencumbered passage along the full length of the platform and must be of such length so as not to become entangled in rollers, hoists or other machinery.

Contractors working on platforms must be protected by a personal fall arrest system.

4.4 Facility Hazards and Accidents

The Contractor must take immediate action to report accident and control hazards that present imminent danger.

4.4.1 Hazards

The Contractor is responsible for ensuring safe working conditions and identifying hazards that exist in the work environment. When the Contractor identifies any hazardous work condition, regardless of cause, the Contractor is responsible for protecting its Contractor from that hazard and correcting hazards under its control.

Hazards not under the control of the Contractor, as well as all hazards that present an imminent danger, must be reported immediately to the COR.

4.4.2 Accidents

The Contractor must immediately notify and provide copies of all accident reports to OSHA, CO, and COR. Accidents and OSHA violations can be reported online at www.osha.gov.

5 CALL CENTER REQUIREMENTS

The Call Center must be staffed 24 hours per day, 7 days a week, and 365 days per year (366 days for leap years) with Contractors that meet the labor category requirements of Attachment J.4 – Labor Categories. The Contractor must maintain adequate procedures for accepting service calls for the required hours for the life of the contract. The Call Center must be capable of taking approximately 300 to 600 calls per month and the call center must be ISO 9001:2008 certified or registered. The FAA will not compensate the Contractor for obtaining ISO 9001 certification or registration.

The Contractor must establish a Call Center and provide toll-free telephone number(s) within 10 working days of the contract award. The Call Center must be equipped with a toll-free telephone hotline service that must record and log calls requesting corrective maintenance service. All telephone calls must be answered within five rings by an individual that is fully familiar with the Contractor's work control procedures and the terms and conditions of this contract. The Call Center must issue a unique repair request log number for each work order. The FAA CO, COR, and facility Point of Contract (POC) associated may, at any time, call the Call Center and inquire about the status of any unique repair request (i.e., open, closed, delayed, no response, etc.). The Contractor must coordinate with the COR to develop a “lessons learned” list that must be included in each program management review. The “lessons learned” list will address categories of reasons for why problems may have occurred with facility and Call Center coordination of repair requests and suggest actions that are ultimately intended to reduce the RTR time for all repair actions.

5.1 Work Order Calls for More Than One Maintenance Issue

Some repair request calls may include requests for repairs to more than one piece of equipment or system. For example, the facility may need repairs to a surveillance system camera and an access control system PIV card reader. If the Contractor receives a repair request call for repair of more than one piece of equipment, the Contractor must issue separate repair request work orders for each piece of equipment.

If, during the repair request visit, the repair technician determines that additional equipment requires repair, the technician must coordinate with the Facility Manager/Security Coordinator (FM/SC) and the Call Center to initiate a new work order for each piece of equipment.

5.2 Completed Calls

Within 10 business days after completion of each service call (defined as the acceptance of the work by the facility POC), the Contractor must provide to the COR the below data in the facility repair file. The file must include, but is not limited to:

a. Description of work completed,

b. Brief description of material and parts used, including quantities,

c. Date and time work began,

d. Date and time work completed,

e. Hours of labor (by labor category) charged,

f. Travel costs charged (Note: travel costs must be added to the work order record and invoiced contemporaneously with other costs associated with the repair),

g. Cost of all materials and equipment,

h. Signature or initials of the Contractor’s technician performing the work, indicating the work has been completed, and

i. Signature or initials, FAA routing symbol, and work phone number of the facility representative accepting the work from the Contractor’s technician as completed work.

5.3 Beyond the Scope of Work Calls

Some repair request calls may be beyond the scope of work of the contract. Examples of work beyond the scope of the contract may include, but are not limited to, repairs to facility electrical systems, fence and gate infrastructure, lighting and work remaining under the original installation warranty.

If the Contractor receives a repair request call that is determined by the Contractor to be outside of the scope of the contract, the Contractor must issue a repair request log number and document the reason for closing the repair request as “out of scope.” A log of all such repair requests must be issued to the COR at the beginning of each business day (DID AD-002, Reports to COR).

If, during a repair request visit, the repair technician determines the repair request is outside of the scope of this contract, the repair technician must close the repair work order as “out of scope.” A log of all such repair requests must be issued to the COR at the beginning of each business day (DID AD-002, Reports to COR).

If requested by the CO, the Contractor must provide a summary of the work needed and a detailed estimate showing labor hour and material requirements within two business days of the request.

a. If the CO agrees the work required constitutes a change to the contract requirements, but falls within the scope of the contract, the CO will authorize the Contractor to proceed with the work in accordance with the “CHANGES” clause, Section I, or the work authorization will be canceled.

b. If the CO determines that the work falls within contract requirements, the original work authorization must be returned to the Contractor, who must complete the work.

6 WAREHOUSE REQUIREMENTS

6.1 Required Materials and Equipment

The Contractor must track the type, brand, and model of all equipment used in repairs during the life of the contract. This information must be used to make decisions on the number and types of equipment to be replenished.

Information about any equipment needing repair that is deemed necessary by the Contractor but found to be obsolete, or if the installation configuration documents are necessary, but not provided, must be brought to the COR’s attention.

6.2 Property Management

The Contractor will be responsible for establishing, staffing, and managing a warehouse that will stock spare parts required to service the FAA’s security systems. The warehouse must be capable of shipping equipment to FAA facilities in a manner and timeliness that supports the contract’s Response Time Requirement (RTR). A Property Management Plan must be prepared and submitted to the FAA. This plan will identify how the Contractor will establish a property management system that will meet the Federal Government’s requirements. The plan must include, but is not limited to, asset protection, initial asset purchase, method of tracking and reporting on inventory, and shipping strategy. This plan must also include how the Contractor will manage and account for any Government Furnished Equipment (GFE) that the Contractor will acquire through the FAA’s security system technical refresh program.

The Bill of Material list from the FAA Security Systems Design and Integration (SSDI) and Security Systems Design and Integration II (SSDI II) contracts (Attachment J.2A Approved Standard Equipment List SSDI and Attachment J.2B Approved Standard Equipment List SSDI II) will be used as the basis for determining the types of equipment to be inventoried. Property inventory levels will be determined by the Contractor based on the pre-existing inventory levels and adjusted to reflect current equipment usage. The Contractor held inventory will be subject to regular FAA conducted audits. A complete list of inventory held in the warehouse will be kept up to date at all times and available to the CO, COR, or FAA designated representative upon request.

6.2.1 Government Property Reports

The Contractor must prepare an annual report of Government property in its possession and the possession of its Subcontractors. The Contractor must submit said report to the CO not later than October 15th of each calendar year on Form DOT Form 4220.43, Contractor Report of Government Property.

6.2.2 Property Disposal

Any property in the warehouse that is no longer needed by the contract or is broken beyond repair must be disposed of in accordance with FAA Order 4420.1, Acquisition and Disposal of Real Property. All property must be itemized on Form SF-1428 and presented to the FAA Property Administrator (PA) and the COR for approval. Any devices that may contain Personally Identifiable Information (PII), such as hard drives and network controllers for PACS, must be destroyed before disposal.

6.2.3 Ordering

All hardware and software purchases must be made in accordance with procurement guidelines identified in the FAA Acquisition System Toolset (FAST) and Acquisition Management System (AMS).

6.2.4 End-of-Lifecycle

The COR must be immediately notified of all End-of-Lifecycle notifications. A plan of action must be presented to the COR on how the Contractor will limit the impact of such notice to the FAA. Any plan to stock the warehouse must include the anticipated cost and quantity with a projection of how long the stock will last. Any possible alternative products must be researched and presented to the FAA before any end-of-lifecycle purchases are made.

6.2.5 Shipping

The Contractor must take adequate steps to protect assets from damage during shipping.

Additional steps, as determined by the Contractor, must be taken when assets shipped are deemed by the Government to be of high dollar value or irreplaceable. Additional steps may go beyond Original Equipment Manufacturer (OEM) packaging and include the use of hard case boxes, crates or anything the Contractor identifies will provide adequate protection. Value of shipped items must be accurately declared with the carrier. Irreplaceable assets include discontinued, obsolete equipment no longer available on the open market. Shipping damage for all property must be monitored and the choice of carrier must be made based on reliability and amount of damage loss.

6.2.6 Barcoding

Barcodes will be provided to the Contractor by the FAA for distribution and management. When a barcoded device is removed from service and replaced the Contractor must affix a new barcode on the replacement equipment. The barcode number for the equipment replaced and the number for the newly installed equipment must be sent via eMail along with the make, model, serial number, location and digital photograph of the installed device to the SSDI II Contractor for update to the facility records. The eMail information for the SSDI II Contractor will be provided after award.

6.2.7 Audits

The FAA will regularly conduct a Property Management System Analysis (PMSA) on the Contractor’s warehouse operations. The Contractor will support such audits and take corrective action as necessary based upon any findings.

6.2.8 Repair or Replacement of Warrantied Equipment

All defective equipment removed from service that is under factory warranty must be returned to the manufacturer for replacement or repair. Once the device is repaired or replaced the Contractor must stock it in the warehouse for future use.

6.2.9 Protection of Equipment from Theft, Vandalism, or Damage

The Contractor must take all reasonable precautions to protect the FAA’s assets while in their possession. Equipment must be stored in a secure room with Intrusion Detection and Surveillance. The Contractor must structure property controls within framework of the property management system so that lost, stolen, damaged, and excess property is immediately identified and reported.

6.2.10 Accounting for Government Furnished Equipment (GFE)

Due to the age of some FAA security systems still deployed in the field obsolete or hard to find equipment is sometimes reclaimed and shipped to the contract warehouse. This equipment is considered Government Furnished Equipment (GFE) and must be added to the Contractor’s property inventory. All reclaimed equipment must be accompanied by FAA Form 4650-12.

7 REPORTING

7.1 Annual Facility Contract Directions

The Contractor must issue a letter to each facility within 30 calendar days after award of the contract and within 30 calendar days after the exercise of each option (DID-QA-002 “Annual Directions to Facilities”). The letter must describe the Contractor and facility requirements. The letter must also outline each category of service provided, RTR, and facility requirements for accessing the contract. Additions or deletions from the Data Item Description (DID) template must be reviewed and approved in writing by the COR.

7.2 Program Management Review (PMR)

Each quarter, the Contractor must present a Program Management Review (PMR). Quarterly PMRs provide a forum for the Contractor and the Government to review performance and discuss issues and risk mitigation plans. The following information should be included in the

PMR:

a. Metrics detailing work order activity, such as work order volume and type, work orders required for each system, and work order distribution by region,

b. Any performance difficulties and plans to improve performance,

c. Financial status updates,

d. Updates on the impact of obsolete systems,

e. Updates on the impact of any Pandemic or other public emergencies,

f. Discussion of any major repairs (greater than $35,000.00),

g. Identification of any additional information that may impact contract performance,

h. Lessons learned,

i. Property issues, and

j. Outstanding actions.

7.3 WEEKLY STATUS MEETINGS

On a weekly basis, the Contractor must present a Weekly Status meeting to include, but not limited to the COR, Contracting Officer, and other members of the Program Office. Topics to discuss include, but are not limited to, the review of open Work Orders, new and outstanding issues, funding and contract modification status, open requests for approval, and current labor status, including Subcontractors. The Contractor must provide an agenda at least one hour before the start of each meeting and provide meeting minutes to the CO and COR within 24 hours after the meeting.

8 GENERAL REQUIREMENTS FOR THE PERFORMANCE OF WORK ORDERS

All work must meet the standards specified herein and must be accomplished in conformance with approved and accepted standards of the industry, equipment manufacturers, all applicable activity, local, state, and federal standards, and all applicable building and safety codes.

(1) When the Contractor completes work on a facility or system, that facility or system must be free of missing components or defects which would prevent it from functioning as originally intended and/or designed. Corrective or repair/replacement work must be carried to completion, including operational checks and cleanup of the job site.

Replacements must match existing environment in dimensions, finish, color, and design unless otherwise approved by the COR.

(2) In the event there are more than two failures or defects for the same piece of equipment within a six month period that occur on the same site where work is completed by the Contractor, the CO and COR must be immediately notified via eMail. The Contractor must also provide, in the same eMail, a plan of action and timeline for how such failure and/or defect will be remedied.

(3) Open Work Orders can have the following four status labels: 1) In Progress, 2) Complete, 3) On Hold, or 4) Cancelled. The “On Hold” status can only be used if work is postponed at the FAA’s request. The “Cancelled” status can only be used if the CO/COR directs the Contractor to cancel the Work Order or if the Contractor created a Work Order in error or found the work to be out of scope.

8.1 Work Order Management

The Contractor must implement all necessary work control procedures to ensure timely completion of work requirements, as well as to permit tracking of work in progress. The Contractor must plan and schedule work to ensure material, labor, and equipment are available to complete work requirements within the specified time limits and in conformance with the quality standards established herein.

Verbal scheduling and status reports must be provided when requested by the CO or COR. The status of any item of work must be provided within four hours of the inquiry.

8.2 Work Schedule

The Contractor must schedule repairs during regular workdays/working hours. In rare occurrences, the Contractor may be required to work outside the regular workday to meet RTR.

Workdays are defined as the Government's regular working hours are from 7:00AM to 6:00PM local time, Mondays through Fridays, except (a) Federal Holidays and (b) other days specifically designated by the Contracting Officer.

8.3 Facility Managers and Security Coordinators

At each facility, the FAA Facility Manager (FM) may, at the FM’s discretion, designate an FAA Facility Security Coordinator (SC). The Contractor must record the name of the FM and SC and include that name in the completed work file and by specific work repair request log number/identification.

For all service calls, the Contractor must coordinate the initial site arrival 24 hours in advance and must secure approval for all repair actions before beginning work from the FM or SC. If the repair is expected to impact operations, the Contractor must coordinate with the FM or SC at least two days in advance of starting work. The Contractor must reschedule any work that the FM or SC deems in the event it would lead to unacceptable disruptions to the Government's business.

8.4 Security Operations Center (SOC)

When a Work Order is opened at an FAA Air Route Traffic Control Center (ARTCC) the responding technician must coordinate with the Security Operations Center (SOC) desk before performing any work and again before departing the facility. Each SOC will have specific requirements for their location that will be shared with the Contractor upon arrival.

8.5 Service Call Documentation

The Contractor must maintain individual documentation on all maintenance and repair actions for each facility with a Facility Security Level (FSL) 2 and higher. Data must be stored in an on-line database that is accessible to the CO and COR. Database must be kept up to date with the current status of all Work Orders. Technical updates must occur by the end of the workday.

Each facility record must include the following information:

a. FSL, Location ID (LOC ID), and Facility Type (FAC Type),

b. A listing of all equipment repaired under this contract in the facility by nomenclature and manufacturer’s model number, as well as all manufacturer’s literature, brochures, and pamphlets,

c. Maintenance schedules,

d. Operator manuals and parts list,

e. Warranty information,

f. A copy of all completed Service Call Work Authorization forms and job orders, and

g. Other information pertaining to the facility and/or installed equipment and systems.

The entire file must be turned over to the Government in a mutually agreed upon electronic format upon completion of the contract.

8.6 Response to Service Calls Process

The service call process, in accordance with DID QA-002 Annual Directions to Facilities, defines the steps that must be followed from problem identification through closure.

Note: Each facility reserves the right to alter, modify, or change the service call process as it deems appropriate.

8.7 Federal Facility Access

Each Contractor must sign in when arriving and departing the facility daily. The Contractor must ensure compliance with FAA Order 1600.74, Visitor Procedures for Federal Aviation Administration Facilities.

Some technicians will be given unescorted access to the site by the respective designated facility security personnel and will be able to bypass some of the requirements identified in FAA Order

1600.74. However, that access will only be given on a case-by-case basis and access can be revoked at any time for any reason.

All Contractor personnel, when visiting a Federal Facility, must clearly display the professional name of their employer. The name can be displayed by lanyard, hat, collared shirt, or any way the Contractor determines appropriate.

8.8 Interface with Other Contractors and Government Personnel

Other Contractors and/or Government personnel are engaged in similar and supporting work, close cooperation is required. The Contractor for this contract must cooperate with all other Contractors and avoid conflicts with other Contractors’ performance and work schedules. In the event of conflicts with other Contractors that cannot be satisfactorily resolved, the matter must be referred to the CO for decision. All decisions are subject to right of appeal in accordance with the “DISPUTES” clause, Section I of this contract.

8.9 Major Repair ($35,000.00, or greater in equipment cost)

The COR must be notified for any single repair action that is expected to exceed $35,000.00 in equipment cost prior to beginning the repair. Any single repair action that is expected to exceed $75,000.00 in equipment cost must be reported to and approved by the CO prior to beginning the repair. All repairs must be detailed in quarterly PMRs (DID AD-002 Reports to COR).

8.10 Replacement, Modernization, Renovation

During the term of the contract, the Government will replace, renovate, or improve equipment, systems, facilities, components, and fixtures at the Government’s expense and by means not associated with this contract. All replaced, improved, updated, modernized, or renovated equipment, fixtures, facilities, components, and systems must be maintained, operated, and/or repaired by the Contractor at no additional cost to the Government unless such changes result in an increase or decrease in contract requirements. Changes, replacements, or deletions which result in an increase or decrease in contract requirements will result in equitable adjustments to the contract price in accordance with the “CHANGES” clause, Section I of this contract.

8.11 Equipment under Manufacturer’s or Installer’s Warranty

Equipment, components, and parts, other than those installed under this contract, must not be removed or replaced, or deficiencies corrected, while still under warranty of the original installer without prior written approval of the CO. All defects in material or workmanship, defective parts, or improper installation and adjustments found by the Contractor must be reported to the CO, in writing, so that necessary action will be taken. Available warranty information will be furnished to the Contractor by the CO.

8.12 Manuals

The Contractor is required to maintain a library of equipment manuals and other technical information for all identified FAA security systems. The Contractor must ensure that all technicians have on-site access to this library through a laptop, tablet, or other electronic means.

If any additional information is needed, technicians are expected to obtain the information from the Contractor and not the Government.

Some manuals and technical information will be provided as Government Furnished Information (GFI). If the Government provides GFI, the Contractor must do the following:

a. Obtain the GFI at the beginning of the Contract and store it in an information library as described above.

b. Distribute the GFI to all technicians.

c. Maintain the library as manuals are updated and ensure that all technicians are provided with the most recent versions.

d. All GFI must be returned to the COR within 10 business days at completion of the contract. All documentation must be returned in .pdf format.

8.13 As-Built Drawings

a. Access to available As-Built Drawings will be provided to the Contractor as GFI. The Government makes no representation as to the completeness or accuracy of these drawings.

b. All changes or additions to buildings, structures, and related equipment and systems made by the Contractor must be recorded as redlines to facility drawings. Updated drawings must be provided to the COR within five business days after Work Order completion. (DID CM003). This data must include, but is not limited to, dimensioned drawings and/or sketches.

8.14 Testing of Existing Parts and Components

The Contractor is expected to avoid the unnecessary replacement of parts and components.

Before ordering a replacement part or component, the Contractor must perform all reasonable tests to verify that the existing part or component is faulty.

8.15 Access to FAA Systems

Access to FAA Systems may be required to perform corrective maintenance for Physical Access Control and Video Management. These systems require multifactor authentication (MFA) and a Privileged User account. The Contractor must follow MFA and associated password requirements identified in OMB M-22-09.

9 RESPONSE TIME REQUIREMENT (RTR)

If the Contractor identifies infrastructure repairs are necessary for supporting security operations or parts that have been determined to be End-of-Lifecycle (EOL), or otherwise obsolete are not available the Contractor may request relief from the RTR requirements. Examples of potential door infrastructure repair needs include, but are not limited to, cabling, door frames, door hinges, Americans with Disabilities Act (ADA) enhancements, etc. Examples of gate or barrier arm infrastructure repair needs include but are not limited to cabling, exterior sensors, rollers, pulleys, frames, and tracks. CO approval will be necessary before RTR requirements are adjusted.

Delays resulting from scheduling conflicts with technicians, Subcontractors, or third-party vendors are the responsibility of the Contractor and are not eligible for relief of the RTR requirements.

Once the Contractor is aware that a RTR requirement will not be met, the Contractor must notify the COR within 24 hours and provide a plan of action in writing within two business days.

9.1 Service Call Classification

9.1.1 Tier One Facilities

Service calls must be classified as Tier One if they originate from facilities listed as Tier One on Attachment J.1 List of Facilities. Examples of potential service calls include outages in access control card reader systems, guard force supporting surveillance systems, access control interface with gate and barrier arms systems, and failures of facility and perimeter intrusion detection systems. Tier One facilities are considered critical to the FAA’s mission of Air Traffic Control (ATC) and Air Traffic Safety and are priority facilities for repair actions. The CO may upgrade or downgrade the classification of any facility with 30 days’ written notice to the Contractor.

9.1.2 Non-Tier One Air Traffic and Non-Air Traffic Facilities

Non-Tier One Air Traffic facilities are considered essential to National Airspace System (NAS) operations. However, they are considered second priority facilities for repair actions. The CO may upgrade or downgrade the classification of any facility with 30 days’ written notice to the Contractor.

9.2 Response to Service Calls

When responding to a Tier One Call, a technician must be on-site and ready to troubleshoot within 24 hours (weekends/holidays included) of the Call Center receiving a report of an outage.

When responding to a Non-Tier One Air Traffic and Non-Air Traffic Call, a technician must be on-site and ready to troubleshoot within one workday of the Call Center receiving a report of an outage.

When responding to a service call, the technician must have the skills to troubleshoot the outage, basic required tools for the task, manuals (or access to electronic manuals) of the failed system and common replacement parts on hand. The technician must document the actions taken to restore service, or initial findings if restoration has not been completed, by close of business in a database that is accessible by the CO and COR. Before departing the facility, the technician must take every reasonable action to notify facility personnel of the status of the outage and any future action(s) that may be taken.

Troubleshooting must be completed within seven calendar days (including weekends/holidays) of the initial site visit. If the root cause of the outage has not been identified within this time, the contractor must notify the COR and facility POC in writing of the delay with a plan of action and an expected timeline. It is expected that the Contractor will dispatch the necessary resources to identify the root cause and treat the matter as a top priority.

Once the root cause of the outage is identified the Contractor must have replacement parts ordered within one workday. An order for parts may be from the inventory at the Warehouse or from a reputable parts supplier. To save time, deliveries must be sent directly to the facility.

Once parts are received at the facility, the technician must return to the facility within one workday ready to perform the installation. If there are delays in receiving the parts necessary for the repair or in returning to the facility for installation, the Contractor must notify the COR and facility POC within one workday of being made aware of the delay. The Contractor must take every reasonable action to find an alternative parts supplier to circumvent delays. The technician must document the status of the parts ordered by close of business in a database that is accessible by the CO and COR. The technician must take every reasonable action to notify facility personnel of the status of the parts on order.

If the use of Subcontractors is necessary to troubleshoot or make repairs, scheduling the Subcontractor must be completed within two workdays of the RTR. The arrival day and time must be annotated in the database by close of business and the site visit must be coordinated as soon as possible with the facility POC. The technician must follow all requirements for visitors and facility direction that the facility POC may provide. If the Subcontractor cannot be on-site within seven calendar days (including weekends/holidays) the Contractor must notify the COR in writing and the technician must notify the facility POC as soon as a delay is made aware. This requirement is the same for any tool rental, such as an aerial lift or any other tool the technician may be require completing the task.

10 GOVERNMENT FURNISHED INFORMATION

The Government will provide the Contractor with the following information (GFI):

a. List of FAA facilities that are within scope of this contract,

b. As-Built drawings for facilities installed by the SSDI and SSID II Contractor, where available,

c. Product manuals,

d. Access to available Registration and Installation Software Keys for SSDI installations, where available,

e. Approved Standard Equipment List for fielded equipment, and

f. Property list for current inventory.

11 ESTABLISHING WORK ORDER COST

The cost of any single instance of work (unique work order number assigned to specific repair request) is limited to a total cost (labor, travel, and material). Work is defined as corrective maintenance, repair, re-engineering, and replacement. The final costs by work order described must be based on work hours to complete repair, equipment necessary for repair, and travel necessary for repair (DID FD-001, Cost Performance Report).

11.1 Establishing Total Labor Costs of Each Unique Repair Request (Work Order)

The total labor cost must be determined by totaling…