Attachment 1 - Performance Work Statement.pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR

502 ABW/XP

TECHNICAL & MAINTENANCE SUPPORT

5 Nov 2020

1. DESCRIPTION OF SERVICES

1.1. Background. 502 ABW HQ Primary Crisis Action Team (CAT) located in Bldg. 247, Room 104, 2080 Wilson Way, JBSA-Fort Sam Houston TX 78234 and Alternate CAT in Bldg. 2484, Room 23, 1701 Kenly Ave STE-103, JBSA-Lackland TX 78236 requires technical & maintenance contractor support to provide emergency, corrective and preventive maintenance to ensure continued operational availability of Audio Visual/Video Teleconference (AV/VTC) support. The technical & maintenance will cover two total conference facilities—one dual classification VTC and one unclassified VTC. Existing CAT AV/VTC equipment is not currently under contractor warranty. Failure to secure a maintenance contract will greatly impact the 502 ABW Leadership and directorates ability to conduct mission critical briefings, workshops and video teleconferencing sessions.

1.2. Place of Performance/Hours of Operation

1.2.1 The Contractor shall perform services at the Primary 502 ABW CAT, building 247, JBSA F Sam Houston, and Alternate CAT, building 2484, JBSA Lackland. The Hours of Operations are 0700-1630, Monday through Friday. Alternate Hours of Operations shall be coordinated with Government representative.

1.3. Scope of Work. The Contractor shall provide all personnel, equipment/materials, installation support & services required to provide AV/VTC technical and maintenance support.

Technical support shall include Help Desk Support, installation of equipment & software upgrades, emergency equipment repair or replacement services.

1.3.1. In accordance with (IAW) Industry Standards, the Contractor shall provide qualified technicians, certified in all technical aspects of maintenance, operations & network administration of AV/VTC systems & associated equipment. On-site technicians shall possess the following skill sets:

1.3.1.1. Processor coding

1.3.1.2. AV/VTC troubleshooting and installation

1.3.1.3. Audio amplifier alignment

1.3.1.4. Knowledge of networking/routing as it pertains to military/DoD requirements

1.4 Task Descriptions

1.4.1. Help Desk Repair Support. The Contractor shall provide a toll-free number (1-800 number) or email address that connects personnel to Help Desk support Mon-Fri, 0700-1630 hours. The Contractor Help Desk shall initiate the trouble shooting process and determine the level of technical support required to correct the discrepancy. The Contractor shall open a ticket & respond to XP personnel through the Help Desk within one (1) hour after receiving a trouble call via telephone, or email, in order to respond to system notification issues and to determine the level of technical support required to correct the discrepancy. Prior to on-site arrival, the Contractor shall determine what equipment/materials are needed to minimize lost time or if the Contractor needs to coordinate to obtain necessary equipment/materials IAW manufacturer warranties.

1.4.1.1. Critical Support: “Critical” equipment malfunctions identified by XP shall be addressed by the contractor Help Desk. If the equipment/issue cannot be resolved via telephone, email or remotely, within four (4) business hours, the discrepancy shall be escalated to “Critical” and require on-site technical support. The Contractor shall dispatch a technician to the CAT within twenty-four hours (24) or no later than the next business day. The Government will make determination to escalate issues to critical level.

1.4.1.1.1. If troubleshooting efforts fail to resolve discrepancy within twenty-four (24) hours after arrival of on-site technician, the Contractor shall request next tier maintenance assistance.

1.4.1.1.2. If Critical ticket remains open for more than forty-eight (48) business hours, the contractor Help Desk will provide daily status updates to the Government representative until the issue is resolved. Authorized delays will be approved by the Government representative.

1.4.1.1.3. Critical ticket deficiencies shall remain in an open status until the restoral/maintenance action (equipment replacement, software update, code change, etc.) is installed, tested, & approved by the Government representative.

1.4.1.2. Non-Critical Support: “Non-Critical” equipment malfunctions identified by XP personnel shall be addressed by the contractor Help Desk within twenty-four (24) business hours from the time the trouble call was initiated. In the event that the issue cannot be resolved within that time, the Contractor shall dispatch a certified technician to the originating site within twenty-four hours (24) or no later than the next business day. If the trouble ticket criterion identifies an equipment failure requiring replacement, the Help Desk ticket shall remain in an open status until the new equipment is installed, tested, and approved by XP personnel. XP will make the determination of a “non- critical” trouble ticket at the time the service call is made to the Help Desk.

1.4.1.2.1. If troubleshooting efforts fail to resolve discrepancy within forty-eight (48) hours after arrival of on-site technician, the Contractor shall request next tier maintenance assistance.

1.4.1.2.2. If ticket remains open for more than seventy-two (72) business hours, the contractor Help Desk will provide daily status updates to the Government representative until the issue is resolved. Authorized delays will be approved by the Government representative.

1.4.1.2.3. Non-Critical ticket deficiencies shall remain in an open status until the restoral/maintenance action (equipment replacement, software update, code change, etc.) is installed, tested, & approved by XP personnel.

1.4.1.3. Help Desk Ticket Process: The Contractor shall establish a Help Desk Ticket tracking process which will enable all notification and troubleshooting actions to be recorded within a database. The tracking process shall support the reports (Microsoft Excel format) that track Help Desk performance metrics consisting of ticket initiation date/time received; system/subsystem identification, component, or unit affected; identify solution methods and parts used in the repair;

date/time maintenance item was closed and name of XP personnel that provided verification of completion. The Help Desk Ticket reports will be provided via email within three (3) business days of closure to the XP office.

1.4.1.4. Training Support: The Contractor shall implement all necessary procedures, techniques, training devices and equipment to provide training support to enable XP personnel to use, operate and support existing VTC system. The Contractor shall:

1.4.1.4.1. Provide individual and/or group (2-3 people) training within 2 business upon completion of installation of new software and/or equipment pertaining to that particular VTC site architecture.

1.4.1.4.2. Develop and conduct formal, online or on-the-job VTC system training annually.

1.4.1.4.3. Provide logistic support (mail, web sites, E-mail) necessary for the delivery of training annually.

1.4.1.5.4. Maintain and provide the necessary, up to date training materials (hardware, software, manuals, audio, visual, and related VTC network documentation) to effectively conduct certification/training to manufacturer’s equipment standards. Training should be conducted by qualified instructors/technicians and can be made available through either an online website or video conferencing.

1.4.2. Preventive Maintenance Support. The Contractor shall perform one (1) preventive maintenance site visit per service year to maintain the operational readiness of each system. The site visit schedule shall be developed & coordinated with the COR & XP personnel within 90 days after contract award. The Contractor shall provide an Equipment List that identifies all equipment/materials required for the maintenance site visit to determine what equipment/materials are required. During each visit, the Contractor shall conduct a thorough knowledge transfer of system updates and/or changes with XP personnel. A report identifying all technical upgrades, equipment and hardware changes shall be delivered to the XP Manager at the conclusion of each site visit in a Microsoft Excel format spreadsheet. During each preventive maintenance visit, the Contractor shall perform the following tasks:

1.4.2.1. Visually inspect all equipment and wiring/cabling

1.4.2.2. Clean and align equipment

1.4.2.3. Replace failed parts

1.4.2.4. Service equipment & rack cooling systems

1.4.2.5. Recommend end-of-life-cycle equipment replacement options

1.4.2.6. Verify connectivity of Secure/Non-Secure IP modes

1.4.2.7. Provide up to date software & firmware upgrades

1.4.2.8. Provide programming/coding updates as required to the VTC Touch Panel

1.4.3. Software License Support.

The Contractor shall create and maintain a database providing license details for all Hardware, Software, and Traversal/Non-Traversal components of the XP AV/VTC systems in Microsoft Excel format. This list shall be provided, via email, to XP personnel once a year and maintained for the length of contract. The Contractor shall provide all software upgrades as mandated by manufacturer warranty for each site facility. The license support shall include:

1.4.3.1. License maintenance coverage

1.4.3.2. The Contractor shall respond to the Government representative through the Help Desk within one (1) hour after receiving a trouble call via telephone or email, in order to respond to system notification issues and to determine the level of technical and tier support required to correct the discrepancy.

1.4.3.3. Upgrades & update support, to include all new releases & any associated software “bug fixes” since the version release.

1.4.4. Technology Refresh Support: Before completion of the one year (1) system-level corrective maintenance site visit, the Contractor shall provide the following services associated with equipment upgrades for all facilities:

1.4.4.1. Identify end-of-life components in the VTC system & assess VTC infrastructure upgrade requirements in order for the system to remain compatible with Unified Communications capabilities as prescribed by the Defense Information Systems Agency (DISA) (www.disa.mil).

1.4.4.2. Provide all materials, equipment, and software to support all sites.

1.4.4.3. Provide manufacturer or third-party vendor warranty replacement support regarding purchases, returns, repairs, and or replacement parts.

1.4.4.4. Conduct verification/inspection/testing of equipment before installation.

1.4.4.5. Schedule an on-site technician to install replacement parts, coordinating with the Site Facilitator or their representative to maintain VTC uptime.

1.4.4.6. Technology Insertion: Ensure technology employed in the performance of requirements outlined within the PWS is up-to-date to avoid obsolescence & associated sustainment problems, withstand system upgrades, accommodate future growth potential to take advantage of greater efficiencies, lower costs, & other benefits provided by newer technology IAW Defense Information Infrastructure & DODI 8100.04.

1.4.5. Video Teleconference (VTC) Implementation Support: Before completion of the one year

(1) system-level corrective maintenance site visit, the Contractor shall provide system implementation, network management, engineering support, customer service, and staging and installation for all facilities listed. Additionally the Contractor shall:

1.4.5.1. Perform Site Survey to assess existing layout & capabilities

1.4.5.2. Identify requirements and specifications for new components

1.4.5.3. Determine technical specifications for equipment associated with VTC systems, such as cameras, microphones, display screens, monitors, and touch panel controllers.

1.4.5.4. Provide engineering support for integration of existing XP VTC endpoints into the enterprise VTC infrastructure

1.4.5.5. Provide engineering and integration support of XP VTC infrastructure during period of contract

1.4.5.6. Provide technical expertise in life-cycle replacement of VTC infrastructure components, testing & evaluation of replacement equipment, and new technologies related to VTC systems

1.4.5.7. Document engineering changes required for VTC infrastructure in accordance with Defense Information Infrastructure Strategic Technical Guide and DODI 8100.04 policies.

Changes shall be on Word or other acceptable media.

1.4.5.8. Support the Site Facilitator to engineer any required configuration changes on VTC infrastructure and endpoints to insure that all equipment components are configured IAW Defense Information Infrastructure, DODI 8100.04, and other policies.

1.4.5.9. Provide over-the-shoulder training and/or familiarization to pertinent VTC personnel.

1.4.5.10. Create/revise documentation such as CONOPS, standard operating procedures, quick start/cheat sheet type guides, and troubleshooting guides

2. SECURITY REQUIREMENTS

2.1. In accordance with DoDM 5200.01, Information Security Program and AFI 31-401, the Contractor shall comply with AFSSI 7700, Emission Security (EMSEC) Program; applicable AFKAGs, AFIs, and AFSSIs for Communication Security (COMSEC); and AFI 10-701, Operations Security (OPSEC) Instructions. The Contractor shall comply with DoD Standard 22/Force Protection Condition Measures, DoD Standard 25/Level IAT Awareness Training, and associated tasking contained in AFI 10-245, Antiterrorism (AT) standards.

2.1.1. Reporting Requirements. The Contractor shall comply with AFI 71-101, Volume- 1, Criminal Investigations, and Volume-2, Protective Service Matters, requirements. Contractor personnel shall report to an appropriate authority, any information or circumstances of which they are aware may pose a threat to the security of DoD personnel, contractor personnel, resources, and classified or unclassified defense information. Contractor employees shall be briefed by their immediate supervisor upon initial on-base assignment and as required thereafter.

2.2. Traffic Laws. The Contractor and their employees shall comply with base traffic regulations.

3. ORIGINAL EQUIPMENT MANUFACTURER (OEM) PRODUCTS

All equipment, hardware, and software purchases shall only be sourced by the original equipment manufacturer (OEM). Products shall not be refurbished or obtained from second, third party sources, or unofficial distributors. The Contractor shall certify that they are an OEM registered partner as of the date of the submission of their offer, and that they have the certifications/specialization level required by the OEM to support both the product sale and product pricing. The Contractor shall source all products directly from the OEM or through US authorized distribution channels only. Products must be warranted, licensed, and supported by the OEM. Further, AF/Government must be the original licensee of all OEM software. In the event there are questions pertaining to the validity of the OEM products, AF/Government reserves the right to verify the origin of the OEM products direct with the OEM. In the event OEM products have been acquired from unauthorized channels, AF/Government reserves the right to return the products for a full refund. The items being purchased provided in this contract shall be new. Used, refurbished, reprogrammed equipment or equipment a reconstructed state is unacceptable.

4. CONTRACTOR MANPOWER REPORTING

4.1. The contractor shall report all un-loaded direct labor hours and unburdened direct labor dollars required for performance of services provided under this contract. After the prime contractor has reported its data, subcontractors are required to report their information. The prime contractor has overall responsibility for ensuring subcontractors enter their respective data. The contractor must completely fill in all required data fields

4.2. The Contractor Manpower Reporting Application (CMRA) secure data website (http://www.ecmra.mil) is the collection point for this information. Data for Air Force service requirements must be input at the Air Force CMRA link at http://www.ecmra.mil. User manuals are available at the Army CMRA link on the website. Contractors may direct questions to the CMRA help desk.

4.3. Reporting: Reporting inputs will be for the direct labor executed during each Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data for the FY shall be reported no later than 31 October of each calendar year. Notify the contracting officer via e-mail when all prime contractor and subcontractor input is complete.

4.4. Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the contractor name and contract number associated with the data.”