Attachment 1 Performance Work Statement 08 March 24.pdf

Solicitation No.: FA483024R0004 Contract No.: FA483025C00XX Contract Title: Operations and Maintenance of Base Telecommunications System (BTS) Services

Contract Title: Base Telecommunications Systems (BTS)

23D COMMUNICATIONS SQUADRON

PERFORMANCE WORK STATEMENT

OPERATIONS AND MAINTENANCE

BASE TELECOMMUNICATIONS SYSTEMS

DATE: 8 March 2024

23d Contracting Squadron Moody AFB GA

Contract Title: Operations and Maintenance of Base Telecommunications System (BTS) Services

Table of Contents 1 Scope of Work

1.1 Mission Requirements

1.2 Contractor Personnel and Quality Control

1.3 Key Personnel

1.3.1 Site Lead

1.3.2 Lineman – Inside Plant (ISP)

1.3.3 Lineman – Outside Plant (OSP)

1.3.4 Voice over Internet Protocol (VoIP) Technician

1.4 Cyberspace Infrastructure Planning System (CIPS)

1.5 Organizational Conflict of Interest (OCI)

2 Maintenance

2.1 Preventive Maintenance Inspections (PMIs)

2.2 Cable Plant Maintenance

2.2.1 Manhole/Handhole PMIs

2.2.2 Fiber Optic PMIs

2.2.3 Distribution Pedestal Terminals

2.3 Confined Spaces Entrance Record

2.4 Voice System Maintenance

2.5 Voice Mail/Unified Messaging

2.6 NG-911 (Next Generation)

2.7 Configuration Accounting Retrieval Information System (CAIRS)

2.8 Voice Protection System (VPS)

2.9 Automatic Call Distribution (ACD) System

2.10 Maintenance Support Plan

2.10.1 Maintenance/Repair Logs

2.10.2 Cable Installation/Repair Test Results

2.10.3 Communication Systems Installation Record (CSIR)

2.10.4 Completed Work Order (WO) Report

2.10.5 AF Logistics Support Spares Records

2.11 Maintenance of GPS Service Data

2.12 Updating CVC with GPS Collected CFD

2.13 Tools and Testing Support

2.14 Scheduled Outages

2.15 Outage Restoration

2.16 Outage Cause Identification

2.17 Emergencies

3 Installation

3.1 System Cross-Connect and Disconnect Service

3.2 Work Order Procedures

3.3 Work Order and Remedy Ticket Classifications

3.4 Required Information on Work Orders

3.5 Work Orders Subject to Construction Wage Rate Requirements

3.6 Submittal of Completed Work Orders

3.7 Payment via Government Purchase Card (GPC)

3.8 Special Project Requirements

3.9 System Upgrade/Update Support

4 Government Support

4.1 Contractor Interface and Support for other Vendors

4.2 Configuration and Data Management

4.3 Program Management

4.3.1 Quality Control Program/Plan

4.3.1.1 GPS Quality Control

4.4 Government Quality Assurance

4.5 Security

4.5.1 Physical Security Plan

4.5.1.1 Controlled Unclassified Information (CUI) Material

4.5.2 Key Control

4.6 Design/Integration Reviews

4.7 Staffing/ Transition Plan

4.7.1 Transition Plan

5 General Requirements

5.1 Hardware

5.2 Contractor/Employee Base Pass and Identification, Special Clearances, and Vehicle Passes

5.3 Contractor Vehicles

5.4 Government Support for CVC Efforts

5.5 Tools and Test Equipment

5.6 Warranty

5.6.1 System Warranty

5.6.2 Workmanship Warranty

5.6.3 Construction Warranty

5.6.4 Equipment Warranty

5.7 Relocation and Removal

5.8 Cable Location, Staking and Marking

5.9 Collection of Communication Feature Data (CFD)

5.10 Base Civil Engineering Work Clearance Requests

5.11 Continuation of Mission Essential Services during Crisis

5.12 Records Management

5.13 Accident/Incident Reporting and Investigation

5.14 Sub-Contractor Compliance

5.15 Contractor Support Services

5.15.1 Contractor Support for Government Engineering and Installation

5.15.2 Contractor Interface and Support for other Vendors

5.15.3 Design Review Meetings

5.16 Antiterrorism Awareness Training

5.17 CVC Training

6 Base Support

7 Service Delivery Summary (SDS)

7.1 Inspection of Services

7.2 Non-Compliance

7.2.1 Memorandum For Record (MFR)

7.2.2 Contract Discrepancy Report (CDR)

8 Items to be Maintained by the Contractor

8.1 General

8.2 Contractor-Furnished Equipment (CFE)/Contractor-Furnished Material (CFM)

8.3 Relay Rack Equipment

8.4 CISCO CUCM Devices

8.5 Customer Premise Equipment – Voice Services

8.6 Outside Plant Copper Cable

8.7 Outside Plant Fiber Optic Cable

9 Glossary and Acronyms

1 Scope of Work

1.1 Mission Requirements

The contractor shall provide a maintenance solution capability (on-site and on-site per-call) for systems provided under this contract with qualified/certified maintenance personnel, leveraging existing Original Equipment Manufacturer (OEM) support infrastructures to the greatest extent possible. Maintenance shall be performed at a time required by the PWS or as coordinated by the COR. The contractor shall provide a maintenance point of contact (POC) 24-hours per day, 7-days per week to receive calls from the Government. The contractor shall provide the capability for toll-free telephone and e-mail access for obtaining technical maintenance support assistance from worldwide locations. The contractor shall provide remote engineering and technical support via telephone or other remote system capabilities to assist maintenance personnel, analyze software, hardware, system problems, and provide problem resolutions. This support will consist of routine maintenance, testing, diagnostic fault isolation, problem resolution, activation of features and/or equipment, software configurations and general information on features or capabilities of equipment.

1.2 Contractor Personnel and Quality Control

The contractor shall provide qualified personnel with certifications, equipment, tools, materials, and vehicles. Contractor shall provide personnel onsite during duty hours 0730 to 1630, and on-call personnel available 24-7, supervision and personnel with management experience in Operation and Maintenance (O&M) services for telephone switched networks, Inside and Outside plant, other Telecommunication Systems. Work under this PWS will support the mission of 23d Communications Squadron at Moody AFB Air Force Base by providing highly reliable wired telecommunications and networked voice and data services. The contractor shall perform O&M, produce required reports and perform supporting actions to ensure serviceability of the Base Telecommunications Systems. The BTS consists of the outside plant (OSP), inside plant (ISP), voice services and the supporting network infrastructure to install, configure and maintain equipment described in this PWS. The contractor shall operate and maintain all BTS equipment and systems in accordance with (IAW) the Original Equipment Manufacturers’ (OEM) technical manuals and specifications, Department of Defense (DoD), and United States Air Force (AF) policies and regulations, as well as all applicable federal, state, and local laws and regulations.

The contractor shall ensure sufficient personnel are assigned to this contract and all personnel are qualified to perform the requirements listed herein, including those required by the OEM requirements to maintain, install, or operate the equipment covered by this PWS. At least 30 days prior to removal of any Contractor personnel from this contract, the Contractor must identify potential replacements and describe qualifications to assume duties. The Contractor shall replace personnel without interruption of services required by this contract.

All contractor personnel require a minimum of a Tier 1 clearance for any position that requires access to the internet, use of automated systems or controlled areas prior to performance. All documentation required for security certification shall be the responsibility of the contractor. No foreign nationals shall be employed for any call issued under this contract without prior approval.

1.3 Key Personnel

The following are the minimum personnel who shall be designated as “key personnel.” The Government does not intend to dictate the composition of the ideal team to perform services (i.e. if the contractor intends to propose additional labor categories as “key”). The Government desires that “key personnel” be assigned for the duration of the contract. All contractors are required to obtain a Common Access Card.

All certifications shall be provided to the COR within 30 days after award.

Site Lead with certifications & qualifications per paragraph 1.3.1.

Linemen (Inside Plant) with certifications & qualifications per paragraph 1.3.2.

Linemen (Outside Plant) with certifications & qualifications per paragraph 1.3.3.

VoIP Technician(s) with certifications & qualifications per paragraph 1.3.4.

The contractor shall provide a list of key personnel with current contact information so that key personnel may be reached 24-hours per day, 7-days per week. This information shall be updated and provided to the COR ten (10) days prior to any work, and/or, if a change of personnel or contact information has taken place. The key personnel list shall include names, duty titles, work/cell phone numbers and a description of whether they are supporting O&M or Special Projects. The Site Lead shall notify the COR when not on site (i.e., sick or vacation) and provide contact information (i.e., name/telephone number) for the person performing Site Lead duties during the absence.

1.3.1 Site Lead

The contractor shall provide a Site Lead with a minimum of five (5) years management experience, and with knowledge of O&M for Cisco VoIP, network systems, and outside and inside plant construction and maintenance. Site Lead shall be available to support and consult with the 23d Communications Squadron on projects executed by other contractors and as requested by the Contracting Office Representative (COR) to attend project meeting(s).

The Site Lead shall have full authority to act for the contractor on all contract matters relating to the daily operation of this contract.

The Site Lead or alternate shall be available during standard duty hours within sixty (60) minutes to meet on the installation with Government personnel designated by the CO to discuss problem area(s). Site Lead or designated alternate shall be available within two (2) hours after standard duty hours.

1.3.2 Lineman – Inside Plant (ISP)

The contractor shall provide technicians with at least five (5) years' experience with copper and fiber, to install and configure all the components for ISP (e.g., power, grounding, racks, fiber optic distribution panels, equipment, internal cabling, communication closet, etc.). The contractor shall be responsible for the cleanliness and organization of the communication closets, ITN and Telephone switch room. The contractor shall install and test all cable and components and provide the COR with recorded test results prior to work order approval, IAW accepted industry standards, unless superseded by a Government approved installation specification. All test results will be stored in the Approved Information System (AIS), which is currently the Cyberspace Infrastructure Planning System (CIPS).

Communication cables, conduits, and circuits shall be installed IAW the National Electric Code (NEC) and Technical Installation Authority (TIA-568B). The contractor shall clearly label each end of every individual cable in accordance with the floor plans or engineer drawings at time of install. The contractor shall provide and place adhesive labels that are durable and legible.

For any deviations to the specific installation specification, the contractor shall submit a proposal to the Contracting Officer (CO) and the COR for approval IAW with the timelines outlines in chapter 4. The contractor shall update the drawings in the AIS within three (3) days of changes made.

1.3.3 Lineman – Outside Plant (OSP)

The contractor shall provide OSP technicians with minimum five (5) years' experience with copper and fiber, to install and configure all the components for OSP (e.g., fiber, manholes, duct, building entries, trenching, digging, construction, external cabling, etc.). The contractor shall install and test all cable and components and provide record test results, IAW accepted industry standards. All test results will be stored in the AIS within three (3) days of occurring. Electrical and communications cable, conduits, and circuits shall be installed IAW the NEC. The contractor shall clearly label each end of every individual cable in accordance with the floor plans or engineering drawings at time of install. The contractor shall provide and place cable tags (labels) that are durable and legible.

For any deviations to the specific installation specification, the contractor shall submit a proposal to the CO and COR for approval IAW timelines outlined in chapter 4. The contractor's design should not include aerial cabling unless the Government has approved specific site exceptions.

When use of aerial cables is approved, installation and test shall be IAW accepted industry standards, unless superseded by a Government approved IS. The contractor shall update as-built drawing in the AIS (CIPS) within three (3) days of occurring.

1.3.4 Voice over Internet Protocol (VoIP) Technician

The contractor shall provide a dedicated VoIP technician, with minimum four (4) years’ experience to administer, maintain, patch, upgrade, STIG, and program the Government furnished Cisco Unified Communications Manager suite, gateways, Session Border Controllers, Cisco Unity, Cisco UCCX, SIP trunks, and associated telephone sets IAW the OEM’s, DoD, AF policies and regulations, and all applicable federal, state, and local laws and regulations.

Additionally, technician is required to possess a current DoD 8570 IAT Level II certification and Cisco Certified Network Professional (CCNP) Collaboration certification(s) that shall be provided to the COR prior to the start of the performance period.

VoIP technicians are also required to have a Tier 3 clearance, National Security background investigation using Standard Form 86 or its successor form, performed to the requirements of the Federal Investigative Standards with the guidance of the OPM Investigator’s Handbook and Revision Notices. The Tier 3 Investigation consists of record and inquiry checks to include law enforcement agencies, education, and employment as appropriate to meet case guidelines. This is for the purpose of troubleshooting Voice of Secure Internet Protocol (VoSIP) and other classified voice devices (vIPer, etc.) connected to the VoIP network associated with this contract. VoIP equipment is identified in paragraph 8. The contractor shall be responsible for database administration of VoIP phones, software changes to include upgrades, patches, and firmware upgrades, database administration of the gateway-routers to include trunk (PRI) / analog connections, and SIP trunking, configuration management of VoIP infrastructure, and installation of technical refreshes or required upgrades.

1.4 Cyberspace Infrastructure Planning System (CIPS)

Contractor shall produce, update, and post changes to drawings, plant records or documents using Government-provided forms, software, and web browser applications. Contractor shall load, edit, update and maintain communication feature data, for the outside plant, in the CIPS Visualization Component (CVC) database IAW Technical Order (TO) 00-33D-3004 Volumes 1 and 2 and Technical Order (TO) 00-33A-1001. The contractor shall update the CVC database with outside plant information from as-built drawings or other pertinent documents or electronic data pertaining to work done by third parties (organic or contractor) when tasked through the communications requirement process. Contractor is responsible for verifying contractor-entered information, accuracy, and completeness.

Contractor shall use the CVC Viewer/Editor to update the CVC by opening and utilizing Live Direct Edit Sessions. During the edit session, the contractor shall update CVC with as-built information or with information transcribed from shape files created. When the update is completed, the contractor shall close the session and notify the COR the session edit is ready to be approved. The COR will review the contractor’s edit session and Quality Control (QC) approve or reject each contractor’s Live Direct Session Edit by inspecting each feature added or modified during the Live Direct Edit Session. The COR will notify the contractor of each feature that was rejected during the quality control approval process in order for the contractor to take corrective action.

Contractor shall use GPS technology to provide geospatial coordinates and feature description data of cable installation pathway, which includes but is not limited to data on new, modified, and repaired underground, buried and aerial communications cables, cable trenches, ducts, duct banks, manholes, hand holes, building entries, terminals, distribution pedestal terminals, and splices. Contractor shall ensure data compatibility with the CVC database and shall upload the data into the CVC database. The contractor shall use GPS equipment and technology supplemented with electronic underground cable locating equipment and land surveying operations necessary to collect required CFD following the Federal Geographic Data Committee (FGDC)-STD-007.4-2002.

Each communication feature requiring geospatial coordinates shall be located to within one meter of its true ground position, in the horizontal plane, with a 95% spatial accuracy confidence level as defined in FGDC-STD-007.3-1998. Geospatial coordinates for the location of manholes and cable vaults shall be recorded for the center of the manhole lid. Geospatial coordinates for the location of hand holes, pull boxes, pedestals, and buried splices shall be recorded for the top center of the feature. Geospatial coordinate data for the location of utility lines shall be recorded at a minimum every 50 feet, and each turn or bend in a cable installation pathway must also be recorded so the coordinates for any point along the turn pathway will fall within the allowable accuracy.

The contractor shall be responsible for providing all required equipment including software, hardware, and any other tools, labor, and materials necessary to provide CFD on electronic storage media in the specified formats. The GPS collected CFD attribute, metadata, and location information shall be stored and submitted in an Environmental Systems Research Institute (ESRI) Shape File format unless otherwise dictated by the COR. The shape files must be compatible with the CVC Viewer/Editor web-browser application, currently accessible at https://cips.cce.af.mil/CIPSspatial/jws/eagleviewer.jsp. Its format shall https://cips.cce.af.mil/CIPSspatial/jws/eagleviewer.jsp be within a folder named the same as the prefix of the shape file. For example, if the shape file is named "points_lafb_28.shp" the folder would be named "points_lafb_28”. The folder shall contain all the files that make up the general shape file, i.e., “.shp”, “.shx”, “.dbf”, etc. along with the specified metadata file.

The shape files shall have a geospatial reference (.prj) file included that specifies the parameters of the coordinate system.

Example calculation worksheets in Excel format can be downloaded from a FGDC website:

http://www.fgdc.gov/.

1.5 Organizational Conflict of Interest (OCI)

Organizational Conflict of Interest (OCI): Contractor and Subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which a non-disclosure agreements (NDA) signatory shall be implemented prior to access. If access to proprietary information create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5, the contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI. The contractor shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the contractor from participation in subsequent contracted requirements which may be affected by the OCI.

2 Maintenance

Overall responsibility to properly maintain and operate the BTS shall rest with the contractor as described by the maintenance support plan (see paragraph 2.10) and be performed IAW Government provided manuals or industry standards (if manuals are not provided). Reoccurring maintenance is all actions taken by Contractor to maintain equipment and systems in a serviceable condition or to restore it to a serviceable condition, to include inspection, periodic testing, adjustment, and repair. The effort includes the replacement of defective circuit packs and Customer Premise Equipment (CPE), and preventive maintenance IAW applicable publications, guidance and other routine work to optimize the life expectancy of the equipment and cable systems. The contractor shall not postpone or otherwise delay O&M efforts to accomplish work orders (see paragraph 3.2). The contractor shall complete both O&M and work orders simultaneously to ensure contractual timelines are met for both. The contractor shall provide consumable items (tie wraps, tape, labels, printer paper, toner etc.).

http://www.fgdc.gov/

2.1 Preventive Maintenance Inspections (PMIs)

Contractor Shall perform PMIs for all Voice Systems and ISP/OSP equipment IAW manufacturer-recommended or established schedules and/or manuals. Electrical characteristics tests shall be conducted on the outside cable plant cables. Contractor shall elevate any problems and identify any trends to the COR in writing within five (5) days of completion.

2.2 Cable Plant Maintenance

The contractor shall have, from the time of notification of equipment failure(s), a maximum of 2 hours to respond and 8 hours to complete the repair(s) or temporarily replace or patch the malfunctioning components. This maintenance shall include ISP/OSP maintenance. If the Government cannot provide drawings identifying placement of both inside and outside cable components to be maintained, then the Government will order a cable-plant survey via Technical Order (TO)using the applicable labor categories; the contractor shall not be held accountable for any repair timeframes until the Government provides such drawings. The contractor shall also provide, on a pre-scheduled basis, preventative and routine maintenance required for optimized usage and life of the existing cable plant on a per-call basis.

Within 24-hours of a repair or patch that restores service using a temporary repair, the contractor shall provide the Government with a draft list for components that were temporarily repaired until permanent replacements could be obtained. In this event, the contractor shall provide a firm-fixed-price proposal to the user for installation of the components identified in the draft list.

2.2.1 Manhole/Handhole PMIs

Contractor shall inspect at least five (5) COR-accepted manholes/handhole per month. If the contractor is working in a manhole/handhole that is not scheduled for a PMI in that month, contractor must still correct any discrepancies before the job is considered complete. This manhole/handhole will be counted in that month’s PMI schedule. Each manhole/handhole will be inspected for the following discrepancies and corrected.

- All cables will be identified and tagged. At each splice, tags will be placed on each side of the splice identifying each cable. In manholes with pull through cables, each cable will be identified with a tag.

- All cables will be racked to the manhole cable supports.

- Update the CIPS Visualization Component (CVC) database indicating the correct location for the manhole and record all descriptive information for splices, cables, ducts, and other communication features in the manhole.

- All manholes will be cleaned of mud, water, and any other debris prior to any maintenance/work performed.

- An AF IMT Form 1024 (Confined Space Entry Permit) must be turned in after each inspection and available to the Government. Contractors will bring to and properly fill out an approved Confined Space Entry Permit prior to all confined spaces entries, to include all coordination with outside agencies. Additionally, contractors will use a new Confined Spaces Entry Permit at each confined space upon initial entry of the respective workday. Upon completion of the work in the confined space they will turn in their Confined Spaces Entry Permit to the appropriate personnel.

2.2.2 Fiber Optic PMIs

Contractor shall inspect at least two (2) Fiber Optic terminals per month. Contractor shall inform the COR upon the completion of each inspection. Each terminal will be inspected for the following discrepancies and corrected:

- Contractors shall perform PMIs on pre-existing dark FO cables quarterly. PMIs shall test and document at least 12 strands. Test results shall be documented, and a copy provided to the COR within five (5) days of completion.

- Verify the correct building terminal number and cable count.

- Ensure cable is properly clamped to the wall and entrance conduits are sealed.

- Ensure cable is tagged correctly.

- Verify all working numbers in the facility and remove any unused numbers.

- Remove all unused cross-connects in the building terminal.

- Ensure that building terminal is properly secured to the wall and is clean.

- Update the CVC database, indicating the location of the building terminals and record all descriptive information for the building terminals.

2.2.3 Distribution Pedestal Terminals

Contractor shall inspect one pedestal quarterly. The frequency of the inspection will be determined based on location. Contractor shall inform COR upon completion of each inspection. Each terminal will be inspected for the following discrepancies and corrected:

- Evaluate condition of Distribution Pedestal terminal.

- Identify and tag each cable in the terminal if not already tagged.

- Ensure the cable is grounded to a ground rod.

- Inspect condition of cable and cable pairs for dry rot, exposed conductors, and any damage by rodents.

- Ensure that terminal is correctly installed.

- Verify all working numbers and remove any unused.

- Remove all unused cross-connects in the terminal.

- Update the CVC database, indicating the correct location of the distribution pedestal terminals and record all descriptive information for the distribution pedestal terminals.

2.3 Confined Spaces Entrance Record

The contractor shall develop and maintain an accurate electronic record of manhole/hand-hole atmospheric test results. Records, at a minimum, shall contain Type of Space, Assessment Date, and Purpose of Entry, Manhole/Hand-hole Number and Atmospheric Conditions (Oxygen, Flammability, Carbon Monoxide, Toxicity (Hydrogen Sulfide). The record shall be available for inspection and analysis by the Government.

2.4 Voice System Maintenance

The contractor shall operate and maintain the system(s) identified in paragraph 8 to include Voice over Internet Protocol (VoIP), Voice over Secure Internet Protocol (VoSIP), and associated components (i.e.

communications manager, voice mail/unified messaging, unified contact center, etc.) as part of the BTS.

This includes all required database administration such as (but is not limited to) management;

administration and maintenance; performing software functions (i.e. number reclamation) and translations for any trunk, circuit or line configurations required by on-base systems or users; provisioning connections on VoIP or VoSIP; apply information assurance configurations (i.e. upgrades and patches);

activation and assigning features; data administration, to include installation, relocation, and/or removal of circuits, lines and phones; trouble assistance; and, records administration. Contract technician(s) shall be trained and proficient in the subject matter described at the expense of the contractor.

- O&M shall also include VoIP and VoSIP operations as part of the BTS.

- CS BTS O&M contractor shall be responsible for Call Manager, CISCO Unity, TDM gateway router, and VoIP phones configuration, management, and hardware maintenance.

- 23 CS Network Control Center (NCC) will be responsible for network servers (i.e. core and

ITNs) and end building LAN switches management, and hardware maintenance.

- The contractor shall be responsible for database administration of voice systems.

- The contractor shall have access and the ability to troubleshoot from the call manager voice gateways to the end device. The contractor(s) shall provide tier one support for switches, routers, and networking devices. Acceptable standard performance level shall be measured by a determination of the total systems availability (up time) and reliability rating during any given month. A period of thirty (30) minutes down time shall not be exceeded during any one (1) month period. All equipment or services completed by Contractor shall become automatically part of the monthly maintenance services.

- System Backup: Contractor shall perform system backups of all Voice System three (3) times a week.

- System/Data Administration: Contractor shall perform system/data administration on all equipment and software associated with the (System Administration of all Voice Systems).

- System Software Functions and Translations: Contractor shall perform software functions and translations for any trunk or circuit configurations required by on-base systems or users; perform adds, moves, changes, deletions, and query of a circuit or system data; and provide directory assistance information, service orders, trouble assistance, records administration, and billing as a function of switch operations.

- Automatic Call Distribution (ACD) System: The contractor shall provide touch maintenance for ACD (currently T-Metrics) installed in building 454, installed under the VoIP and operator consolidation Touch maintenance consist of on-site physical maintenance coordinated with the T-Metrics help desk, i.e. restarting the servers and verifying connectivity.

2.5 Voice Mail/Unified Messaging

The contractor shall provide voice mail / unified messaging O&M. This includes all required database administration such as (but is not limited to): management and administration of system network table and networking plan for multiple systems; apply information assurance configurations (i.e. upgrades and patches); system integration to Microsoft Exchange for unified messaging; additions; deletions;

modifications to user’s mailbox; password resets; distribution list; holiday schedule tables; daylight savings time; and proper functioning of the auto attendant feature. Functions also include diagnostic, maintenance, and minor programming changes on current software applications. System backup includes backup of system configuration, names, and print “list all” of database. The contractor shall not be responsible for provisioning Microsoft Exchange under the unified messaging concept.

2.6 NG-911 (Next Generation)

The contractor shall be responsible for adding, changing, deleting, and updating the information in the NG-911 database IAW NENA standard. This includes, but is not limited to telephone number, street address, building number, room number, and miscellaneous information. The contractor shall provide printed information and reports from the database within one business day of request by the Government.

The contractor shall be the point of contact for state and local 911 officials regarding any related system upgrade, issue, etc.

2.7 Configuration Accounting Retrieval Information System (CAIRS)

The contractor shall operate and maintain the CAIRS. This includes storage and output of records and formatting of the switching system. The contractor is responsible for input, manipulation, or analysis of data. Contractor shall ensure all records within CAIRs are accurate, to include DN, building number, room number and street address.

2.8 Voice Protection System (VPS)

The routine maintenance of the VPS system is via Major Command Communication Control Center (MCCC). The contractor shall respond to any requests for local maintenance as directed by the COR or

MCCC.

The first-call will be fielded by the Field Assistance Service (FAS) (DSN# 596-5771, opt 2,1,2), which serves as the central Help Desk. FAS will contact the appropriate DISA Remote Network Operations Security Center (RNOSC) or Nortel to provide site support. Sites will not ship cards unless directed by FAS. The following chart illustrates the key support services:

Support Contact Customer Service (24/7)

Repair and Return Repair and Return Response Times (Emergency/routine) Emergency Tech Assistance (Switching)

Emergency Tech Assistance (Non-switching and service info)

FAS:

DSN: 596-5771 option 2,1,2 Toll free: (877) 596-5771 option 2,1,2 Comm: (334) 416-5771 option 2,1,2 FAS: They will provide shipping direction FAS: They will provide shipping direction

FAS: DSN DISA or Nortel will provide support as directed by ENSC

FAS: DSN DISA or Nortel will provide support as directed by FAS

2.9 Automatic Call Distribution (ACD) System

The contractor shall provide O&M for the ACD system. O&M includes, but is not limited to: new installations, moves, changes, and deletions, reconfiguration, blocking/busying out trunks, configuring and modifying call routing, monitoring system operations, updating firmware, initiating least cost routing and updating the dial plan.

2.10 Maintenance Support Plan

The MSP shall enable the tracking of maintenance actions on equipment maintained under this contract.

Electronic copies shall be provided to the COR no later than five (5) days after the completion of the quarter. When changes occur that affect the plan, revisions shall be submitted within ten (10) workdays after the effective change (e.g., modification adding equipment), unless otherwise requested by the COR (e.g., with the proposal to add new equipment to maintenance). The Government will review and approve or provide the contractor with required corrections, within ten (10) workdays. Changes may be implemented only after COR approval. The MSP shall, at a minimum, contain a schedule of 1) PMIs due on each piece of equipment being maintained for the life of the contract IAW equipment manufacturers’ recommendations; 2) specific maintenance tasks to be performed on the system; 3) malfunctions or problems annotated on record with equipment data; 4) serial number; and 5) the corrective action taken by the contractor. The COR and/or CO may request other items as needed.

2.10.1 Maintenance/Repair Logs

Contractor shall establish and maintain an accurate and legible BTS Maintenance/Repair Log to show all maintenance and inspections (other than PMIs) performed as a result of trouble report actions or scheduled/unscheduled outages. The log shall be initialed by the contractor Site Lead and shall include, as a minimum:

- Initials of the first and last name of the person reporting a discrepancy.

- Time a discrepancy was reported (start time).

- Short description of the discrepancy (reason for scheduled/unscheduled outages).

- Identification of the customer/user by station line affected (telephone number or circuit number).

- Location of equipment (building and room number, etc.).

- Time a technician(s) was dispatched.

- Time discrepancy was corrected (stop time) and annotation of log with the person or office contacted to provide status information.

- Corrective action(s) taken.

- Restoration priority (emergency, priority, or routine outage(s).

2.10.2 Cable Installation/Repair Test Results

Contractor shall furnish a cable installation/repair test results report to the COR within five (5) workdays after the installation or repair of an outside plant cable. The report shall be provided by electronic transmission. The data shall be capable of being printed on 8.5” x 11”-inch standard-size paper. Identify all acronyms, codes, abbreviations, signs and symbols, and retain same formats for all submissions.

Graphic and pictorial may be used to illustrate. The report shall, at a minimum, contain the purpose of test/inspection; complete identification of item tested/inspected and test equipment used; complete description of the physical set-up (e.g., item, facility, and equipment used); complete description of procedures used; copy of results/analysis; actual recorded data (e.g., instrument readings); (if extensive, provide as an appendix); conclusions/recommendations; and authentication/authentication of results and acceptability.

2.10.3 Communication Systems Installation Record (CSIR)

Contractor shall create, update, and post changes to drawings, plant records, or documents using Government-provided forms, software, and web browser applications. Contractor shall load, edit, update, and maintain CSIR information in the CVC database IAW T.O. 00-33A-1001. Contractor shall transfer all existing pertinent CFD information to the CVC database from administrative and maintenance CSIR, any program that supports/supported Legacy CSIRs, work orders, inspection reports, cable location, staking and marking functions, GPS services, as-builts and as-installed marked-up drawings. Contractors shall also transfer all services that are created as a result of the contractor’s operations. The contractor shall update the CVC database with information from as-built drawings or other pertinent documents or electronic data pertaining to work done by third parties (organic or Contractor) when tasked. Contractor is responsible for verifying Contractor entered information accuracy and completeness. Contractor shall coordinate with the Base CSIR Manager, and develop and maintain CSIR IAW T.O. 00-33A-1001, and instructions published at the CVC accessible website: https://cipsaf.tinker.af.mil/cips/mycips.aspx., or search for CIPS at the Air Force Portal.

2.10.4 Completed Work Order (WO) Report

On the last Friday of every month, Contractor shall provide an electronic record of all completed WOs, to include the price of each WO and total for the month to the COR.

2.10.5 AF Logistics Support Spares Records

Contractor shall maintain and update the AF Logistics Spares records in the on-site work center. Records include spares inventory list and spares replacement log.

Spares inventory list shall include, as a minimum:

- Product Engineering Code (PEC).

- Serial Number.

- Description.

- Quantity.

- Vendor.

Spares replacement log shall include, as a minimum:

- Name of calling and called personnel.

- Time.

- Requesting description.

- Material Return Authorization (MRA) number.

- Equipment item’s PEC and serial number.

- Shipping date.

- Material return date.

2.11 Maintenance of GPS Service Data

CFD shape files, metadata XML files, the quality control report and calculation worksheets validating the NSSDA accuracy statement shall be maintained on site and in a shared location determined by the COR.

Contractor shall make available such documentation to Quality Assurance Professional (QAP), when requested, for reviews to ensure compliance with GPS service guidance.

2.12 Updating CVC with GPS Collected CFD

The contractor shall store the collected outside plant infrastructure features and communications pathways shape files in the local Government provided computer workstation, and shall transcribe information from the local workstation shape file into the CVC database using the CVC Viewer/Editor web-browser application, accessible at https://cips.cce.af.mil/CIPSspatial/jws/eagleviewer.jsp or as determined by the

COR.

2.13 Tools and Testing Support

The contractor shall provide all tools, installation materials and test equipment required to perform any https://cipsaf.tinker.af.mil/cips/mycips.aspx https://cipsaf.tinker.af.mil/cips/mycips.aspx https://cipsaf.tinker.af.mil/cips/mycips.aspx https://cips.cce.af.mil/CIPSspatial/jws/eagleviewer.jsp required product installation and maintenance as called for by the IS. All tools and test equipment shall remain the property of the contractor. The contractor shall provide test result for copper, fiber and LAN installs in electronic format Disc or e-mail. Any damage caused by the contractor to existing site facilities or equipment which might occur during site preparation, installation, testing or cutover of the system will be repaired at the expense of the contractor unless otherwise directed by the Government. The site shall be restored to the original condition which existed prior to the event unless otherwise directed. The TO will specify testing and inspection requirements. The contractor shall demonstrate that the system design meets the reliability/availability/maintainability requirements of the TO. Meantime between failure data will be used to calculate the reliability/availability/maintainability of the system. The calculations shall be based on all of the equipment installed in the network. The contractor shall be capable of performing reliability, availability and maintainability analyses of components, isolated sub- networks and the entire system.

2.14 Scheduled Outages

The contractor shall identify, coordinate, and schedule service outages with the COR. Notification shall include the reason for the interruption, start and stop times, duration, and the equipment, lines, circuits and buildings affected. The contractor shall schedule such outages to minimize inconvenience to Government personnel, based upon Government user work schedules, which may require working outside of normal duty hours. The user must release all affected equipment and circuits prior to any service disruption. The contractor shall follow established local procedures for scheduling and implementing scheduled outages.

2.15 Outage Restoration

The contractor shall restore services in the priority order determined by the COR and PWS. The contractor shall work on repair actions until service is restored based on priority. The contractor shall work closely with the COR on all service or system outages, trouble calls/tickets and notify the COR in writing upon restoration of service providing the time the service was restored and a description of repair actions. The contractor shall coordinate with base Network Control Center (NCC) to restore any Internet Protocol (IP) phone set outages.

2.16 Outage Cause Identification

The contractor shall determine if a recorded problem or system failure is attributable to the BTS or other causes (other vendor provide services). The contractor shall immediately notify the COR if the malfunction is determined to be due to other causes (outside the contractor-maintained system/equipment). The contractor may be liable for the cost of any third-party service calls or charges necessary to isolate and repair the problem if it is later determined that the cause of failure is related to the BTS or failure of proper O&M of the system.

2.17 Emergencies

Contractor shall respond on-site within 2 hours and continue work until service is restored unless otherwise approved by the COR in writing. Expedition of parts and/or labor is required at no additional charge. If an outage/trouble significantly affects a mission, the COR may declare the outage/trouble as an emergency. Emergency outages/troubles are classified as any of the following:

- Loss of over 75% or more of total call handling capability of any communications system.

- Any damage to outside plant cabling.

- Major alarm of any switching system.

- Loss of any service to 23d Command post

- Loss of any service to RAPCON/Control Tower and FAA services

- Loss of any Primary or Secondary Crash System or any portion thereof.

- Failure of one or more circuits listed in the Base RPL.

- Loss of voice or data services to an entire facility.

- Affects security or emergency type operations, including Emergency Operations Center (EOC);

as well as those affecting safety.

- Affect specifically identified events and/or exercises.

3 Installation

The contractor shall engineer, install, configure, modify, relocate or remove Communication and Information (C&I) systems for operational use. The systems and equipment installations or modifications must comply with established architectures. The contractor shall perform validation and verification testing on the system, assist users in configuring the system to meet their system requirements, and provide all applicable operating manuals/system management guides.

3.1 System Cross-Connect and Disconnect Service

Contractor shall perform system cross-connects (fiber optic and copper cable) and disconnect services.

All cross-connects and disconnects, which are required or incidental to the performance of the O&M actions (including those outside of the Digital Central Office (DCO)), shall be included as part of the O&M service and task orders/work orders.

3.2 Work Order Procedures

Work orders will be accomplished during standard duty hours; however, occasions may arise that require work to be accomplished outside of established duty hours. Contractor shall be responsible for covering such situations with adequate personnel and completing the work within the stipulated time. Examples of work orders include, but are not limited to, future equipment purchases, installations, removals, or relocations. Additionally, the work orders may include installation or removal of cables/transmission media as required for new requirements, and monthly maintenance of these equipment items/media. The COR will be notified of any installation found to be incomplete or not installed according to industry standards. Contractor shall “maintain” the installed infrastructure and will not be held responsible for completing third-party installations or bringing third-party installations up to industry standard, unless directed by issuance of a work order or modification. Contractor shall comply with the following work order procedures and requirements:

Rough Order Magnitude (ROM)/Estimates/Surveys for Work Orders (WO). Upon receipt of a request via Remedy or official email from the COR, Contractor shall review the requirement and provide a WO within five (5) working days from receipt.

Site Surveys. Contractor shall perform detailed site surveys as directed by the COR and provide the solution to the COR using a company-provided, Government-approved work order document, listing those efforts/items listed in the pre-priced Pricing Schedule required to complete the job.

Estimate. The ROM/estimate shall provide a proposed technical solution using pre-priced Pricing

Schedule/product identifications (PIDS).

Pre-Priced Items. Work orders for pre-priced items must be prepared by the COR. Work order recommendations may be prepared by the contractor and shall be submitted for approval to the COR. Work order numbers shall be established by the COR. If required, the contractor shall visit the proposed work site with the COR to ensure agreement on the work to be performed.

Non-Pre-Priced Items. Contractor shall provide a minimum of two (2) quotes for any item not listed on the PIDS. The quote used shall indicate estimate freight and taxes. Non-pre-priced items shall be a separate item on the WO estimate.

Approval process. The WO shall be approved by the Government prior to the commencement of work. All WOs over $2,000 shall be approved by a CO. If there is any difference in the prepared WO due to differing site conditions, the contractor shall provide a revised WO to the COR and CO prior to continuing work.

3.3 Work Order and Remedy Ticket Classifications

Any request for new service will be referred to as a Work Order. The COR will classify work orders as Routine, Priority, or Emergency. The CORs are authorized to reclassify/reprioritize work orders without incurring cost before work commences. The contractor shall comply with the time limits listed below from the time of receipt of the work order. However, exceptions to time limits may be allowed, with the written approval of the COR or CO, and with appropriate justification.

Failure to obtain materials due to supplier delay is not typically considered an adequate reason for an extension. All cable cut repairs shall be classified as emergency unless determined otherwise by the COR. Contractor will be responsible for all completion dates during emergency and priority work orders.

Routine. Complete within ten (10) duty days.

Priority. Complete within three (3) duty days.

Emergency. Respond on work site within two (2) hours and complete work as soon as possible upon approval. The COR may provide initial notification to the contractor verbally, with a written follow-up within two hours. The contractor shall keep the COR apprised of emergency work order statuses.

Any request to repair existing communication services will be tracked via Remedy Tickets.

Remedy tickets shall be classified as Low, Medium, High, and Critical. The contractor shall comply with the time limits listed below from the time of receipt of the work order. However, exceptions to time limits may be allowed, with the written approval of the COR or CO, and with appropriate justification. Failure to obtain materials due to supplier delay is not typically considered an adequate reason for an extension.

Low. Complete within ten (10) duty days.

Medium. Complete within three (3) duty days.

High. Complete within one (1) duty day, begin work as soon as available.

Critical: Complete within (1) hour

3.4 Required Information on Work Orders:

Work orders placed under the contract will contain the following information:

- Date of preparation.

- Work order number and work order priority (Routine unless otherwise provided by the COR).

- Description, quantity, unit price and extended prices.

- Building and room number and requesting unit.

- Estimated completion time.

- Statement Service Contract Act applies Y or N (Contractor Initials).

- Signature blocks for the contractor site lead, COR, and CO.

3.5 Work Orders Subject to Construction Wage Rate Requirements

(CWR), FAR 52.222-6

The COR is authorized to place work orders directly with the contractor for all CLINs/PIDs.