Attachment 1 PWS -36 CS WG cell phone IDIQ (30 Apr 20).pdf

Andersen AFB Commercial Mobile Device ID/IQ Performance Work Statement (PWS) 30 April 2020

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Andersen AFB Commercial Mobile Device ID/IQ Performance Work Statement (PWS)

Table of Contents

C. l Background 2

C.2 Performance Objectives 2

C.3 Basic Plan Requirements 3

C.4 Product and Services 5

C.5 Technical Requirements 10

C.6 Management and Operations 12

C.7 Invoicing 13

C.8 Web Site Requirements 16

C.9 Problem Resolution 17

C.10 Quality Control 22

C.11 Performance Metrics 28

C.12 Government Transition Support. 30

List of Tables

Table 1: Required Features for Local Cellular Data-Only Services 6

Table 2: Required Features for Premium Cellular Data-Only Services 6

Table 3: DoD Directives 11

Table 4: Billing Statement Example 13

Table 5: Table of Reporting Requirements 21

Table 6: Table of Performance Objectives 22

Table 7: Wireless Service Metrics 28

Table 8: Management and Operations Performance Metrics 28

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C.1 Background

This Indefinite Delivery Indefinite Quantity (IDIQ) procurement is needed to ensure mission critical support is sustained without interruption for Commercial Mobile Devices (CMD). Services under this procurement require coverage within the 50 United States and international countries for members of the Department of Defense

(DoD) assigned to Andersen AFB (AAFB), Guam or its tenant units. Authorized users are defined in section

C.3. Task Orders issued under this contract shall be tailored to the specific needs of the Joint Region Marianas.

Scope

The scope of this contract covers AAFB’s requirement for wireless and cellular telecommunications services

[hereinafter, wireless telecommunications includes all commercially available wireless technologies and related operations], including related software, hardware, firmware and equipment. This contract shall provide a flexible means of meeting and sustaining AAFB’s need for fast, safe, secure, dependable, and stable telecommunications services and equipment. The intent is to maintain AAFB’s ability to communicate data, voice, text, pictures, and all other commercially available cellular services locally, domestically and while traveling globally to enable AAFB to fulfill its duty of defending and protecting the United States of America and its citizens. The contractor must provide an architecture and infrastructure that is capable of the highest standard of performance in the constantly evolving field of telecommunication and the challenges brought about by Acts of God and man. The contractor shall have and maintain the highest standard of business ethics. It is expected that the resulting contracts and contractors keep current with ever changing technology over the life of their contract and provide the same to AAFB via their contract.

C.2 Performance Objectives

During the performance of the contract, the Government and the contractor will work together, towards shared goals and objectives. These goals and objectives include:

a. Obtaining commercially available wireless and cell phone services/devices with the

Government customer in mind.

b. Improving reporting requirements to ensure technical, cost effective usage within stated program ceiling

c. Working to maintain aggressive pricing that does not exceed the lowest price offered to other commercial entities, Federal, State, and Local Governments for like services.

d. Providing optimized rate plans able to incorporate price reductions occurring during the life of the contracts, as a result of technological improvements, marketplace competition, large volume usage and the combination of AAFB requirements;

e. Improved pricing that optimizes rate plans and allows for easy assessment of cost and price effective solutions over the life of the contract;

f. Maximizing areas of coverage, clarity and speed of service within the Marianas Region, outside and inside the 50 United States and foreign countries;

g. Working to monitor, and minimize or eliminate over utilized and underutilized services under each

Task Order.

h. Ensuring that current, commercially available supplies and services are provided during the life of the contract, including standard or state of the art technology, equipment and features.

i. Upgrading and refreshing services provided as new technology, equipment and features become available;

j. Providing mobile phone plans that allow users to select the best economic solution for their particular needs within the parameters of the contract exhibit line items (ELINS);

k. Providing a comprehensive Customer Service Approach that incorporates:

i. Providing recommendations for services that will allow for the effective management of

Cell Phone, Smartphone, Tablet and internet hotspot usage within the scope of the contract, in terms of plans, CMDs, and service features,

ii. Solutions regarding the repair, replacement, or upgrade of CMDs and addressing maintenance issues associated with the CMDs;

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l. Accommodating billing procedures and practices that may vary between customers.

m. Providing consolidated and web-based summary reports with data elements for program and Task

Order levels, which include detailed information on costs incurred, numbers called, time of calls and underutilized/over utilized lines.

n. Monitoring charges on CMD usage to ensure that cost limitations on each Task Order are enforced.

o. Providing trend analysis and optimization recommendations based on new technologies, usage, trends

p. Providing coverage quality that is at least “Good” as defined herein Table 7, Wireless Service Metrics, for voice, data, email, texts, within the Marianas Region, outside and inside the 50 United States, and foreign countries as applicable.

Data Communication Services and CMDs are included in this solicitation e.g. Smartphone and other data devices such as tablets. All devices, hardware, and software that communicate with the various DoD systems shall be certified and compatible in accordance with the appropriate DoD service component’s requirements.

The various DoD service component’s policies regarding contracting or Wireless Service may change throughout the life of the contract. Contractors shall work closely with each of the DoD service component’s contracting and communications units to incorporate such changes as applicable.

Information properly marked, in accordance with FAR 52.215-1(e) (1) (2) and asserted to be proprietary and/or trade secret information, does not bind the Government. Federal Law, to wit, 5 USC 552, "The Freedom of

Information Act (FOIA)" applies. The Government will nevertheless not release any FOIA requested contract information unless it has provided a meaningful opportunity to object. See FOIA, 5 U.S.C. 552(b) (3) and (4).

C.3. Basic Plan Requirements

Description: This is a commercial acquisition for cellular and wireless services and CMDs for DoD members and employees on AAFB. There are three basic devices, feature phone (voice); smart phone (voice and data); and other

CMDs (internet hotspots) and services. Additional services and devices may be added over the life of the contract, via contract modification. This acquisition is for Indefinite Delivery/Indefinite Quantity (IDIQ) for various telecommunication, CMDs, and services. The contractor shall provide all labor, management, supervision, tools, material, and equipment to perform all requirements described herein for each Task Order. The contract performance period will be for a base year of twelve months, plus four (4) twelve month option periods.

Wireless Requirements Inside and Outside of the U.S.

Government “Premium Service” and “International” subscribers may require global voice and data wireless communications services and commercial off the shelf (COTS) wireless/cellular telephones/voice mail/smart phone/internet hotspot devices throughout the U.S. Indo-Pacific Command (USINDOPACOM), U.S. European

Command (USEUCOM), U.S. Central Command (USCENTCOM), U.S. Africa Command (USAFRICOM), U.S

Northern Command (USNORTHCOM), and Southern Command (SOUTHCOM) Areas of Responsibility (AORs).

Global service includes wireless coverage throughout the 48 contiguous United States, Afghanistan, Alaska, Albania, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Belgium, Bhutan, Bosnia Herzegovina, British Indian

Ocean Territory (BIOT), Brunei, Bulgaria, Burma, Cambodia, Canada, Caribbean, Chile, China, CNMI, Cook

Islands, Croatia, Czech Republic, Democratic People's Republic of Korea, Democratic Republic of Congo, Denmark, Diego Garcia, District of Columbia, Egypt, Estonia, Fiji, Finland, France, French Polynesia, Germany, Ghana, Greece, Hawaii, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Israel, Italy, Japan, Kenya, Kiribati, Kuwait, Laos, Latvia, Libya, Lithuania, Luxembourg, Macau, Macedonia, Malaysia, Maldives, Malta, Marshall Islands, Micronesia, Midway Islands, Mongolia, Mozambique, Myanmar, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nigeria, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Saint Kitts and Nevis, Saint Lucia, Saint

Vincent, Samoa, Serbia, Singapore, Slovenia, Solomon Islands, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tanzania, Tasmania, Thailand, the Federated States of Micronesia, Timor-Leste, Tonga, Turkey, Turkmenistan, Tuvalu, U.S. Territories of American Samoa, U.S. Virgin Islands, Ukraine, United

Arab Emirates, United Kingdom, Uzbekistan, Vanuatu, Vietnam, Wake Island, Yemen.

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Mandatory Requirements Inside and Outside of the U.S.

In order to provide complete coverage, the Contractor shall provide CMDs and supporting services through parent operating companies, partner markets, affiliates, teaming arrangements, or subcontracting as necessary.

Devices may be provided with local phone numbers for the country in which they are to be used so that domestic calls made will not appear as long distance or international calls and long distance roaming charges are not incurred.

The following types of COTS devices and accessories are required:

Full-featured, compact digital wireless phones, smart phones, internet hotspots, and cellular devices.

Smart Phones. All devices provided must meet one (1) or more of the following technical criteria: HSPA+, EVDO, UMTS, GSM, iDEN or other more advanced technology. Smart phones shall provide digital wireless cellular functionality in addition to state of the art functionality including but not limited to two-way wireless emailing and text messaging; World Wide Web (WWW) browsing; camera and video-recording; Global Positioning System and mapping functionality; Wireless Local Area Network (WLAN) such as Wi-Fi, large capacity memory, and battery life; organizer functionality; and ability to synchronize with desktop/laptop calendar and address book. In addition, Smart Phones shall have a full QWERTY keyboard capability.

Authorized Users

The IDIQ is intended for use by the DoD members and employees on AAFB and their associated users. All

Department of Defense personnel, and their designees, within the Marianna Islands must be approved in writing, by the designated Contracting officer Representative (COR) assigned to 36 Communications Squadron. The requirement will then be routed to the appropriate Contracting Officer assigned to the 36 Contracting Squadron, Andersen AFB, Guam, who will place task orders off the IDIQ. The 36 Contracting Squadron is the Procuring

Contracting Office for this requirement.

Rate Plan and Equipment Refresh

All devices offered under the IDIQ shall be new, unless otherwise specified. CMDs and cellular services provided under the IDIQ shall remain up-to-date with commercial equivalents. Accordingly, similar cellular services and solutions available shall be increased, enhanced and upgraded as these improvements become available to commercial customers.

The Contractor shall only offer CMDs approved on the Defense Information Systems Agency (DISA) Products List for ELINS with a “DISA Approved” designation in the description. Once approved, new devices will be made available for order under the IDIQ. ONLY approved devices can be sold under the IDIQ. If unapproved devices are sold in contravention to this provision, they will be exchanged with approved CMDs at no additional cost to the government when identified.

In particular, the Contractor shall provide upgrades to its commercial support systems, (including, but not limited to, systems for billing and invoicing, service ordering and tracking, trouble and complaint handling, and spend management and administrative reporting) at no additional cost to the Government as these upgrades become available to commercial customers. The Contractor shall provide notification to the Government when an installation is eligible for any device upgrades. Device upgrades must meet all the previously stated specifications and be approved by the appropriate Service components communications unit. If the Government elects an upgrade in equipment, the Government will retain and properly dispose of the outdated equipment. The Government will also be responsible for the cost of the new equipment in accordance with the specified price list in this IDIQ. If the

Government will be affected by system changes or upgrades, the Contractor shall notify and inform Government users how they will be impacted no later than 30 days prior to the implementation.

Discounts and promotional prices may be offered at any time and do not need the approval of the Contracting

Officer or a solicitation under the terms of the Contract. Prices listed in the IDIQ are Not to Exceed (NTE) prices and therefore cannot exceed the price listed in the Pricing Schedule.

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C.4 Products and Services

The requirement is to have voice and data transmit over commercially available cellular networks using CMDs to support the Government's mission. The Contractor's cellular and data networks shall provide subscribers with cellular capabilities for their CMDs to be used for applications such as voice, data plans, short messaging services, multimedia messaging services, and Internet services.

The requirements have been divided into three primary groupings:

Cellular airtime, to include voice-only, data-only and combined voice and data capability

Commercial Mobile Devices and Accessories for cellular devices

Additional Capabilities

Each of these requirements is outlined in greater detail in the sections that follow.

Cellular Airtime Requirements

Cellular Services provide subscribers with the ability to communicate both voice and data through commercially available cellular networks at standard levels of security. Standard cellular services are grouped into the following five primary service offerings:

1. Local/Domestic Voice-Only Services

2. Local/Domestic Data-Only Services

3. Premium Data-Only Services

4. Local/Domestic Combined Voice and Data Services

5. Premium Combined Voice and Data Services

Each of these services is discussed in greater detail in the following sections.

1. Local/Domestic Voice-Only Services for cellular phones (not smart phones)

Voice-only service provides subscribers with cellular voice capabilities for their cellular phones.

Required Services and Features

The following services and features are required to be included as part of the base price of rate plans for cellular voice service offered by the Contractor to the extent they are offered commercially by the Contractor:

All services listed below shall be free from any restrictions resulting from peak/off peak time frames.

Free nationwide (includes from Guam to Continental US, Alaska, or Hawaii) long distance

Free domestic/local roaming (calls originating from Guam, Continental US, Alaska, or Hawaii will be considered domestic/local)

Unlimited Local Voice

Unlimited Local SMS

Unlimited domestic nights and weekends specific times determined by commercial practice of Contractor

Unlimited mobile-to-mobile minutes within the same provider's cellular network

Commercially available standard features including voicemail, caller ID, caller ID blocking, call waiting, call forwarding and three-way calling

SMS Interworking with Instant Messaging (IM)

Emergency 911 services

Equipment using Voice-Only Services shall be formatted for use only within the Continental US, Guam, Alaska and

Hawaii.

2. Local/Domestic Data-Only Services

All services listed below shall be free from any restrictions resulting from peak/off peak time frames.

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Data services provide access to the internet and other packet-switched networks over a variety of cellular networks.

Data services have-been divided into four primary offerings:

Cellular data-only services

Cellular data for wireless modem cards

Internet hotspot service

Unlimited data access and usage for Guam, Continental US, Alaska, and Hawaii

Cellular Data-Only Services

The following Cellular Data Features shall provide as part of the basic offering for all users.

Table 1: Local/Domestic Cellular Data-Only Services

1 Web Browsing The Contractor shall provide connection to the Internet for browsing

2 Web Client E-mail The Contractor shall provide access to web-based email (e.g.

POP3)

4 Text Messages The Contractor shall provide the ability to send and receive text messages

5 Instant Messages The Contractor shall provide the ability to send and receive instant messages

6 Data Transmission The Contractor shall provide the ability to send and receive data packets in any form not above (e.g., attachments)identified

7 FIPS 140-2 Compliance The Contractor shall provide the ability to send and receive data transmissions over its network to FIPS 140-2 Standards

(as outlined within current DoD Information Assurance (IA) policy DoDD 8100.2).subject

3. Premium Data-Only Services

All services listed below shall be free from any restrictions resulting from peak/off peak time frames, as well as provide these services for use internationally as defined in Paragraph C.3..

Data services provide access to the internet and other packet-switched networks over a variety of cellular networks.

Data services have-been divided into four primary offerings:

Cellular data-only services

Cellular data for wireless modem cards

Internet hotspot service

Unlimited data access and usage for all locations defined in Paragraph C.3.

The following Cellular Data Features should be provided as part of the basic offering for all users.

Table 2: Premium Cellular Data-Only Services

1 Web Browsing The Contractor shall provide connection to the Internet for browsing

2 Web Client E-mail The Contractor shall provide access to web-based email (e.g.

POP3)

4 Text Messages The Contractor shall provide the ability to send and receive text messages

5 Instant Messages The Contractor shall provide the ability to send and receive instant messages

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6 Data Transmission The Contractor shall provide the ability to send and receive data packets in any form not above (e.g., attachments)identified

7 FIPS 140-2 Compliance The Contractor shall provide the ability to send and receive data transmissions over its network to FIPS 140-2 Standards

(as outlined within current DoD Information Assurance (IA) policy DoDD 8100.2).subject

4. Local/Domestic Combined Voice and Data Services

Subscribers using CMDs with voice capability will require service plans that combine both voice and data capabilities. The voice aspect of the combined voice and data service offering shall satisfy the same requirements as the standard cellular voice-only service. The data aspect shall satisfy the requirements of the local cellular data-only service. Both voice and data services shall be provided under a combined plan using a data and voice enabled device. Services shall be free from any restrictions resulting from peak/off peak time frames.

Free nationwide (includes from Guam to Continental US, Alaska, or Hawaii) long distance

Free domestic/local roaming (calls originating from Guam, Continental US, Alaska, or Hawaii will be considered domestic/local)

Unlimited Local Voice

Unlimited Local SMS

Unlimited domestic nights and weekends specific times determined by commercial practice of Contractor

Unlimited mobile-to-mobile minutes within the same provider's cellular network

Commercially available standard features including voicemail, caller ID, caller ID blocking, call waiting, call forwarding and three-way calling

SMS Interworking with Instant Messaging (IM)

Emergency 911 services Data services provide access to the internet and other packet-switched networks over a variety of cellular networks.

Data services have-been divided into four primary offerings:

Cellular data-only services

Cellular data for wireless modem cards

Internet hotspot service

Unlimited data access and usage for Guam, Continental US, Alaska, and Hawaii

5. Premium Combined Voice and Data Services

Subscribers using wireless data devices with voice capability will require service plans that combine both voice and data capabilities. The voice aspect of the combined voice and data service offering shall satisfy the same requirements as the standard cellular voice-only service as well as provide these services for use internationally as defined in Paragraph C.3. without any additional roaming or usage charges. The data aspect shall satisfy the requirements of the premium cellular data-only service. Both voice and data services shall be provided under a combined plan using a data and voice enabled, device. Services shall be free from any restrictions resulting from peak/off peak time frames.

Unlimited Guam only Data

Unlimited Guam only Data Add-on for use with Bundled Minutes Voice Service or internet hotspots

Unlimited USA Data

Unlimited USA Data Add-on for use with Bundled Minutes Voice Service or internet hotspots

Limited Guam Only Data

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5GB/10GB/15GB 4G Limited Guam Only Data Add-on for use with Bundled Minutes Voice Service or internet hotspots. If 4G coverage is not available, 3G Data will be used

Commercial Mobile Devices (CMDs)

A wireless CMD is defined as a unit of equipment, such as a cell phone, smart phone, and wireless data device running on the provider's cellular network. CMDs are composed of all necessary hardware, firmware, and software, and can be mobile; or in the case of infrastructure, fixed.

Specific CMDs shall include; as commercially available, the ability to interoperate with public safety networks.

These devices can be excluded from other IDIQ requirements, as needed to meet commercial standards.

CMDs are separated into Standard mobile technology and Secure mobile technology.

Commercial Mobile Devices and Accessories

The following capabilities are mandatory for all CMDs unless indicated otherwise:

The Contractor shall provide CMDs that are “Unlocked”. Unlocked is defined as, a CMD which is not restricted to use on one contractors network through software, hardware, or any other means. The CMD shall be capable of being utilized on any contractors’ network.

The Contractor shall provide and support commercially available CMDs (Including cell phones, wireless data devices, Internet hotspots, and tablets) with the characteristics and features needed to operate on their network.

The Contractor shall provide the Government with an equipment list of CMDs (e.g., cell phones, Internet hotspots, and tablets) and associated accessories and submit the list to the Contracting Officer for review. The CMDs provided on the list must be on the Defense Information Systems Agency (DISA) approved products list (APL) for

Multi-Function Mobile Devices (MFMD). The Government will review the list and make any necessary changes to ensure the products are compliant with Government policies and standards. The Government-approved list will then become the official equipment list of devices and associated accessories that will be available from the Contractor.

The new approved list must be modified into the IDIQ prior to use.

The Contractor shall propose revised equipment lists as needed to remain current with the latest technology. When proposing updates, the Contractor shall work with the Government, to the extent practicable; to minimize the total cost of ownership through maximizing the continued compatibility of previously purchased accessories with the proposed new devices.

The Contractor shall obtain permission from the Contracting Officer to ensure compliance with Government standards and requirements prior to making any updates or changes to any equipment list.

The Contractor shall provide standard, commercially available warranties for commercial mobile technologies (1 year).

The Contractor shall not offer extended warranties, loss/damage protection plans or other insurance on CMDs. DoD self-insures for these losses.

CMD shall be separately priced from cellular airtime and their costs shall not be included in the cellular airtime pricing. The Government may choose to purchase more than one device per line of service and upgrades may occur at any time under the IDIQ.

Devices shall support, without device modification, the option of using a Government-owned and/or Government-operated cell network, or virtual cell network, during national emergencies, training exercises, and overseas requirements.

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Smart phone end-to-end requirements from Unified Capability Requirements (UCR) 2008, Change 2, or current shall be incorporated into all appropriate CMDs.

Commercial Mobile Devices Accessories

The contractor shall offer cost effective pricing for rugged and non-rugged protective cases. Cases should offer drop, dust, screen, water, and scratch protection for smart phones and other devices.

Additional Capabilities

Suspension and Termination of Services on Task Orders

The Contractor shall suspend all services associated with a Task Order, at no additional charge; upon expiration of the Task Order's Period of Performance (POP) unless a new order has been established or other arrangements have been made by the Ordering Contracting Officer. Thirty days after suspension, the services shall be terminated, along with a notification sent to the Ordering Contracting Office. The Government will not be liable for costs incurred after the POP.

Suspension of Active Service

The Contractor shall provide the option to voluntarily suspend any active line of service for the length of the period of performance of the task order at the price of $0.01 per user per month. The DoD Authorized Purchaser must request suspension or removal of suspension by means of email notification to the Contractor, a minimum of three

(3) business days in advance of the date that suspension or removal from suspension will take effect.

Surge

The Contracting Officer will direct Surge capabilities when required, pricing shall be negotiated prior to the issuance of a task order, or be handled as an undefinitized contract action. Surge is defined as any additional equipment, devices, services and accessories above and beyond the normal support to an installation, activity or customer on a temporary basis. The Contractor shall provide surge capabilities through the temporary deployment of network infrastructure, equipment and support. Additional equipment may be needed to enhance network coverage such as cellular on wheels (COWs), and repeaters. Surge requirements may be as a result of exercises, natural disasters, contingencies, special events or air shows. Surge capabilities shall allow for the rapid deployment, activation, operation, and collection of CMDs, in large or bulk quantities in a particular local area for a specified period of time

(normally less than 6 months).

Contingency Communication Capability (CCC) – Emergency Service

Description: Defined by the government as the contractor’s ability to respond and provide services during domestic emergency or disaster situations, where communication networks are adversely impacted and/or disruption of wireless service occurs. The following capabilities are required:

(1) A dedicated crisis phone number

(2) A live support line for assistance 24/7

(3) Deploy temporary mobile cellular sites as requested

(4) Provide Wireless Priority Service (WPS) to all devices

(5) An emergency response process plan

All CMDs will be capable of receiving emergency texts, and these texts will be provided at no charge.

The contractor will have available a minimum of bundled units of either 10 Smartphones or other ready-to-use wireless voice communication devices and provide the capability to issue them within 24 hour notice during local and or national emergencies

Cellular Service Changes

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A cellular service change is defined as, any Government requested change from one cellular service to another for a specific phone number. Cellular service changes are only authorized by the issuing Contracting Officer and may be made without penalty upon the issuance of a new Task Order. A cellular service change at any time other than the issuance of a new Task Order shall result in a 365 day lock on the changed telephone number into the new cellular service requested. A 365 day lock does not preclude the Government from completely terminating the service provided to the telephone number in question. The intent is to limit the quantity of cellular service changes and thus mitigate the administrative burden on all parties caused by these changes. Cellular service changes outside the issuance of a new Task Order shall take effect in concurrence with the beginning of the next billing cycle to avoid pro-rated charges. Only changes made by the Contracting Officer by order of a modification to the Task Order are billable. The contractor assumes all risks and fees associated with changes made without the order of a modification, as these changes will not be authorized or paid for by the Government.

Overages

Due to all task orders being Firm Fixed Price, overages will not be allowed. Service shall be rendered inoperable when a user attempts to utilize a service outside of their covered plan. Unless notified, in writing, by the contracting officer, the contractor shall suspend services for devices that have reached the end of their periods of performance prescribed in the task order.

C.5 Technical Requirements

Coverage

Contractors shall work with designated Government points of contact (POCs) to identify areas requiring coverage enhancements and work toward improving coverage in targeted areas as they become identified. Contractors are required to identify known FCC defined “dead zones”. The Contractor shall enhance coverage in targeted areas by means of cellular towers, antennas, COWs, repeaters, in-building solutions and other technology as it becomes available. The Contractor shall have a designated POC for this purpose and provide the contact information for that person. The Contractor shall offer Government-owned infrastructure options, where available, that reduce overall total cost of ownership. This infrastructure shall be carrier agnostic where possible. The Government retains the right to remove the Government-owned infrastructure at any time. If removed by the Government the contractor shall not be held liable to provide additional service in an effort to replace lost or deteriorated services.

Contractors shall provide coverage maps and are required to be posted on end user websites. The coverage maps shall show coverage quality/speeds for voice, texting, data speeds, video downloading speeds. Coverage maps shall include areas within the Mariana Islands, United States and outside the United States where applicable.

Although various coverage problems can occur (such as in-building limitations, weather impact, terrain foliage) the contractor will make every effort to support limited or loss of service requests. The offeror shall provide an in-building solution such as a repeater or femtocell like capability where recurring outages or loss of services occur.

Government entities shall allow in-building solutions where feasible.

Standards

The Contractor shall work with the Government to document their network and product compliance with the following standards:

Table 3: DoD Directives

1. Information Assurance and Information Management of each Service Component

2. Use of Commercial Wireless Devices, Services, and Technologies in the Department of Defense

(DoD) Global Information Grid (GIG) (DoD Directive 8100.2) http://www.dtic.mil/whs/directives/corres/pdf/810002p.pdf

3. Security Requirements for Cryptographic Modules (FIPS PUB 140-2). 3 Dec 2002 http://csrc.nist.gov/publications/fips/fips140-2/fips1402.pdf http://www.dtic.mil/whs/directives/corres/pdf/810002p.pdf http://csrc.nist.gov/publications/fips/fips140-2/fips1402.pdf

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Wireless capabilities under this IDIQ will carry non-sensitive programmatic and administrative traffic; Sensitive but

Unclassified (SBU) traffic; and higher levels of sensitive and/or classified traffic that has been encrypted by

Government subscribers. Therefore, the Contractor is required to provide basic security for all network services, network management, and information systems' and databases to support those network services. Such basic security shall include protecting all network services, information, Contractor infrastructure and information processing resources against threats, attacks, and/or failures of systems.

The Contractor shall identify 24x7x365 POCs to work network operations and security issues (e.g., network outages and security breaches) with Government Network Operations Centers. As part of its Network Operations and

Security function, the Contractor shall provide the ability to remotely "suspend" or "kill" phones and other wireless devices in the event of theft or loss.

Security Breach Requirements

The Contractor must report any breach, or incident reasonably believed to have been a breach, which may have exposed Government data to the appropriate agency. Contractor would contact the 36th Wing Cybersecurity Office immediately upon discovery at 671-366-5108 or the Contracting Office at 671-366-3472.

Reasonable belief that a breach has occurred arises when:

Someone has received unauthorized access to data (including, but not limited to: non-public mail / e-mail to an unauthorized person, incorrect network access settings which are reasonably believed to have resulted in intrusion, inadvertent posting of information in electronic format or other non-hacking incidents)

Data acquisition has occurred (including, but not limited to, lost or stolen electronic equipment including PDAs, laptops, desktop computers, storage media);

Hacking (to be defined as a successful intrusion of computer systems via the network where it is indicated that

Government data may have been downloaded, copied or otherwise accessed).

Any other unauthorized/inappropriate access of Government data stored by the Contractor in any form.

Access to the network, which could create a denial or degradation of service of DoD capabilities (e.g., spam or traffic overload).

The Contractor must report any known or discovered security vulnerabilities which have the potential to compromise the confidentiality, or integrity of data resident on, transmitted or received by cellular devices, and any peripherals, firmware, or software related to these devices provided to the Government by the Contractor immediately upon discovery, but no later than 24 hours following discovery.

National Policy Directives

Cellular services and other service elements (technical and management and operations related) acquired shall be in compliance with national policy throughout the life of the IDIQs. The Contractor shall ensure that cellular services delivered are in compliance with national policy directives that apply to the national telecommunications infrastructure. Specific national policy requirements include, but are not limited to:

Section 508, 1998 amendment to the Rehabilitation Act requires Agencies to make their information technology accessible to persons with disabilities. All electronic and information technology (EIT) procured under this IDIQ must meet applicable accessibility standards at 36 CFR Part 1194, unless an exception exists, or unless and to the extent that individual standards cannot be met with products or services available in the commercial marketplace in time to meet delivery requirements. For the products and services that are available for ordering under the IDIQ, the

Contractor shall indicate whether each product or service is compliant or noncompliant with the accessibility standards at 36 CFR Part 1194, and the Contractor shall indicate where full details of compliance can be found (e.g., Contractor's, subcontractor's or other exact website location). The Contractor shall ensure that this information is

4. Department of Defense (DoD) Chief Information Officer (CIO) Memorandum, Commercial Mobile

Device (CMD) Interim Policy

5. Security Technical Implementation Guides http://iase.disa.mil/stigs http://iase.disa.mil/stigs

P a g e 12 | 30 kept current and that it is easily accessible by users. In order to facilitate compliance with accessibility standards at the time an order is issued, the Contractor shall, at the request of the Government, propose a compliant equivalent substitute, if commercially available, within five working days for any EIT supply or service on contract that does not comply with 36 CFR Part 1194. Price will be negotiated with the ordering contracting officer. (Refer to Section

508; http://www.section508.gov).

C. 6 Management and Operations

The following Management and Operations functions are assumed to be part of the Contractor's support. These functions are part of the Contractor's normal cost of doing business and are assumed to be provided at no additional cost.

Program Management

The Contractor shall establish a dedicated Program Manager (PM) that will be responsible for successful execution and ongoing management of this IDIQ. The Contractor shall provide the name and contact information (including phone and e-mail address) for the PM and alternate POCs that may be used in the event the PM is unavailable.

Program management support includes, but is not limited to, the following:

Serve as the contractor or the DoD Wireless Program

Provide assistance with urgent request (e.g., broken equipment, service interruptions, surge requirements, coverage issues).

Assist with normal requests such as service changes or inquires

The Contractor shall provide customer service to Government subscribers in support of pre- and post-sales issues, using dedicated Customer Service Representatives (CSRs) specifically familiar with Government requirements and the details of this IDIQ. CSRs shall be available via phone and e-mail from 7:00am to 5:00pm CHST, Monday through Friday. CSRs shall be responsible for resolution of ordering, service, billing, technical, and warranty and payment issues.

Ordering-General

Orders will be placed against this IDIQ on individual Task Orders. Task Orders may be issued up to a one (1) year base period and up to four (4), one year option periods. The Contracting Officer shall not issue a Task Order with a period of performance that extends beyond the period of performance of the IDIQ.

Equipment delivery within Guam must occur within five (5) business days from when the order is accepted by the

Contractor, unless other arrangements have been agreed upon by both parties. Shipping costs shall be included in the price of the device. Normally delivery is on island; however, global expedited shipping via FedEx or DHL would be at no cost for emergency device replacement Arrangements for expedited and overseas delivery will be made between the ordering office and the Contractor. The Contractor shall support movements of numbers into their network at no additional charge to the user beyond those required by the FCC.

Charges

Paper invoices will not be utilized. Contractors shall make available an electronic invoice for all goods and services by the 16th business day of every month following the billed period. All invoices shall clearly state the IDIQ and

Task Order number. If applicable, the period of performance shall also be included on the invoice. The electronic invoice shall be in a format that can be automatically processed, as opposed to an image of the data (e.g., PDF or bitmap). A structured data file (e.g., xls or xlsx) is the preferred format for electronic invoice transmission. The electronic format used shall be such that a machine-to-machine interface can be used and not require manual intervention. Delivery of the electronic invoice shall be via secure means (e.g., Secure FTP, HTTPS, or s/mime e mail attachments). Each individual charge (e.g., MRCs, airtime, feature charges, taxes, fees, surcharges) shall be broken out as a separate line item under each line of service. Each charge detail record shall include a standard service description and the associated Exhibit Line Item Number (ELIN). Date of applicability or the date that the charge was incurred shall be presented in a separate data field for each charge. The type of charge (e.g., recurring service, usage, equipment purchase) shall be indicated for each charge detail record. There shall be no overage charges to address, as all cellular service options are unlimited in quantity and restricted to local/domestic use, or

P a g e 13 | 30 unlimited in quantity and unrestricted in use worldwide. Wide Area Workflow is the only approved payment method, invoices shall be electronically loaded into the Defense Finance and Accounting System (DFAS) payment system

C.7 Invoicing

The bill will need to include the following information:

A list of all the current phone numbers billed and broken down by task order/unit.

Additionally, the format should be clear and understandable.

The phone number and job position (as supplied by the customer identified in Block 15 of the Task Order prior to the first billing cycle) should be listed side by side at the top of the bill

Timely and Accurate Invoicing

It is expected that all invoicing discrepancies shall be handled promptly to the satisfaction of the Government and shown correctly on the bill by the next billing cycle. If the disputed portion on the invoice is not resolved within 90 days of written notification, that portion will become null and void and shall not be paid.

The Contractor shall provide a toll-free telephone number that is available between the hours of 7:00 am to 5:00 pm

CHST Monday through Friday to address invoice inquires and disputed charges. All billing disputes must be submitted to Contractor in writing or electronically.

Table 4: Billing Statement Example

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Payment of Invoices

DoD Wide Area Workflow (WAWF) is the payment processes that shall be supported by the Contractor.

This option is discussed briefly below

Wide Area Workflow (WAWF)

The Contractor shall follow the WAWF Payment Instructions as outlined within the Terms and Conditions of the contract DFARS 252.232-7006 Wide Area Workflow Payment Instructions. Specific Routing Data Table instructions shall be included in each Task Order.

C.8 Web Site Requirements

The Contractor shall provide a web site to facilitate the use and management of the IDIQ. All web site requirements that are part of the company's current system functionality will be provided to the Government within sixty (60) days of IDIQ signing. The company shall provide the Government with advance notice at least 14 business days prior to implementing any new enhancements or modifications to the company's web site.

The Contractor shall designate a primary POC to work with the Government to facilitate the implementation of the

Contractor-managed web site discussed in this section. At the time of signing this IDIQ, the company designates a

POC for this purpose. Changes to the POC after award shall be submitted to the Contracting Officer in writing.

The Contractor shall provide a website to support the following activities:

Customer Service -The Contractor web site shall support subscriber service activities outlined in sections. The

Contractor shall provide answers and contact information for Customer Service Representatives.

Training -The Contractor web site shall provide electronic training materials in support of subscribers including end users, contracting officers and billing representatives.

Manuals -The Contractor web site shall provide online manuals for provided CMDs, as well as user manuals for all ordering, billing and payment functions.

Online Help -The Contractor web site shall provide online electronic training materials and other information and services to support Government subscribers, Contracting Officers and billing representatives, to the extent that they are available, including, but not limited to, the following:

Self-training in the use of the Contractor web site

Details of any new processes and procedures created in support of the IDIQ

Training in the use of any commercially available auditing or reporting tools provided by the Contractor

User manuals for approved Service Enabling Devices

Manuals and/or training for all ordering, billing and payment functions

Answers to Frequently Asked Questions (FAQ) from Government subscribers

Posting of tips & techniques and productivity enhancements that are appropriate for the subscriber's devices and service

Posting of contact information for Contractor POCs

Information regarding the process for obtaining warranty service for devices and accessories

Billing -The Contractor web site shall support on-line bill review using a hierarchical structure as provided by the ordering office to allow bills to be reviewed at the following levels of aggregation:

Military Service

MAJCOM/Region/Direct Reporting Unit/Field Operating Agency

Base/Post/Unit

Account Number

IDIQ Number/Task Order (if applicable)

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Individual User

The Contractor shall support incorporation of additional levels of bill viewing on the web page as required by

Government.

The Contractor shall provide the capability to assign a tiered level of access to each user that specifies which levels in the hierarchy they are able to review. The company's web site shall allow all individual users, including those that are part of a consolidated/group invoice, to view only their individual bill and usage information on-line.

Billing data must include all fees or discounts and provide enough data to enable the customer to ensure the accuracy of a single charge.

Bills shall be accessible on-line for a minimum of 90 days.

Payment -The Contractor web site shall support on-line bill payment.

Interface Requirements

The Contractor shall support incorporation of new interface requirements, between the Contractor-managed web site and the Government system, throughout the performance period of the IDIQ.

Training

The Contractor shall provide necessary online self-training in the use of the Contractor web site, new processes and procedures and any additional auditing or reporting tools in use by the Contractor.

C.9 Problem Resolution

The Contractor shall develop a formal problem resolution process that will be incorporated into the IDIQ. The proposed process shall include a means to address the full range of potential problems including those surrounding product/service delivery, accuracy/integrity of data feeds, invoice and billing discrepancies, and any other potential issues that may arise. The Contractor's proposed problem resolution process shall include, at a minimum, the following key elements:

Dedicated Contractor POCs to receive initial calls regarding any problem and help route the caller to the

Proper person to address the problem. ·

Escalation Process: If the initial POC cannot resolve the Government subscriber's problem surrounding product/service delivery, accuracy/integrity of data feeds, invoice and billing discrepancies, and any other potential issues within 48 hours, the Government subscriber should contact an alternate POC via phone or e-mail to escalate the rectification of the issue.

Ability to track a problem from initial contact through the escalation process to resolution.

Proposed performance metrics for problem resolution (time to resolve) and proposed method for tracking and reporting these metrics listed in Table 7: Wireless Service Metrics.

Outage Notification Process

The Contractor shall notify the Government when cellular coverage outages occur on the Contractor's network. The expected Time to Restore (TTR) service metrics are identified in Table 6, Table of Performance Objectives and

Section C.11, Performance Metrics.

In Process Reviews (IPRs)

Semi-Annual Site Visits

By entering into the IDIQ, the Contractor agrees to participate in semi-annual reviews with the Contracting Officer and his/her designated representatives. Exact dates and locations shall be coordinated with the IDIQ Contracting

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Officer. The purpose of these meetings will be to discuss the overall status and performance of the IDIQ. Topics covered in these reviews may include, but shall not be limited to:

Review of Contractor performance in each of the performance metrics outlined below in section Table 6, Table of

Performance Objectives and Section C.11, Performance Metrics.

Discussions regarding process improvements that may be undertaken by the Contractor, the Government, or both parties to create additional efficiencies or cost savings.

Review of equipment lists and service offerings, including planned technology enhancements, in support of ongoing refresh of devices and services offered under the IDIQ.

Review of any invoicing, technical or other programmatic issues.

Telephonic Monthly Reviews

Throughout the performance period of this IDIQ, Contractors shall participate in monthly In-Process Reviews

(IPRs) when requested to address the current status of invoicing, technical, and programmatic issues. At a minimum, the Contractor’s Operations Administrator shall attend. Exact dates and locations will be determined through coordination between the specific Contracting Officer Representative (COR) and the Contractor.

Procedures for Requesting Rate Plan and Device Changes from the Contractor

The…