Attachment 13 - IDIQ PWS.pdf

Information Management Communication Services (IMCS) IV IDIQ Performance Work Statement

ACQUISITION SENSITIVE

Property Part 1

GENERAL

C.1 Scope C.1.1 Overtime C.1.2 Training C.1.3 Hours Of Operation C.1.4 Material C.1.5 Phase-In/Out C.1.6 Government Furnished Property (GFP) C.1.7 Security Requirements C.1.8 Protection C.1.9 Anti-terrorism C.1.10 Service Contract Reporting C.1.11 Contractor Identification Requirements C.1.12 Common Access Card (CAC) C.1.13 Information Technology Infrastructure Library (ITIL)

Part 2 REQUIREMENTS C.2 General C.2.1 Systems Availability C.2.2 Site Management C.2.3 Infrastructure Operation and Maintenance Support Services (Network, Telephony systems, and Premise cabling/wiring) C.2.3.1 Unified Capabilities and Communications (UC) C.2.3.2 Inside Plant (ISP) C.2.3.3 Customer Services C.2.3.4 Outside Plant (Cable) C.2.3.4.2 Cable Audits C.2.4 Information Technology (IT) Systems Support (NIPRNET/SIPRNET) C.2.4.1 Network Maintenance C.2.4.1.1 Network Administration C.2.4.1.2 Systems Administration C.2.4.1.3 E-mail Administration C.2.4.1.4 Hardware and Software Installation, De-installation and Maintenance C.2.4.1.5 Cloud Services C.2.4.2 Help Desk Assistance C.2.4.3 Help Desk Customer Service Support (CSS) C.2.4.4 Voice Over Internet Protocol (VoIP/VoSIP) Systems Operation And

Maintenance C.2.4.5 Networking Engineering C.2.4.6 Cybersecurity C.2.5 Telecommunication Support Requirements C.2.5.1 Technical Control Facility C.2.5.2 Matrix Switch Operations

C.2.5.3 Video Teleconferencing (VTC) Systems Operations and Maintenance (O&M)

C.2.6 Radio Systems Operations and Maintenance Support C.2.6.1 Microwave Radios Equipment O&M C.2.6.2 Land Mobile Radio Network C.2.7 Tower and Antenna Support C.2.8 Configuration Management C.2.8.1 Drawing Maintenance C.2.9 Work Requests C.2.10 Site Surveys C.2.11 Quality Control Plan (QCP) C.2.12 Quality Assurance C.2.13 Deliverables C.2.14 Tools and Test, Measurement, and Diagnostic Equipment (TMDE) C.2.15 Third Party Damage C.2.16 Additional Technical Support C.2.17 Special Projects

Attachment

Site-Specific Information (Refer to Individual Task Orders for Site-Specific Information)

Attachment

Definitions

Attachment

References

1 Availability of Manuals and Codes 2 Drawings 3 Applicable Documents

Attachment

Performance Metrics

Attachment

Quality Assurance Surveillance Plan (QASP)

Attachment

Deliverables/Reports

PART 1

GENERAL

C.1 Scope. The Contractor shall provide, technically qualified personnel who understand, speak, read and write the English language. In addition the Contractor shall perform administration;

management and may be required in accordance with the individual task order) to provide parts, supplies, tools, vehicles and property other than GFP to operate and maintain the Network Enterprise Center (NEC) classified and unclassified communication systems identified in this Performance Work Statement (PWS) and specified in individual individual task orders to include any future initiatives based on, but not limited to, Army modernization efforts, Army directives and initiatives, emerging technologies, network enhancements, technology refresh, and organization restructuring. Support required includes Operations and Maintenance (O&M) for baseline and mission funded requirements as identified in individual task orders and could include the following: Telecommunications Support for C4IM (Command, Control, Communications, Computers, and Information management) Unified Capabilities; Inside Plant (to include Tier I and II support), wireless infrastructure (e.g. wireless access points, components, etc.); Customer Services; Outside Plant (Cable), Cable Audits; Information Technology Services (ITS) such as: Network Administration, installation and engineering, and System Maintenance (classified and unclassified); Help Desk Assistance; hardware and software installation, hardware and software troubleshooting; web master support; Video Teleconferencing (VTC) support to include establishing and scheduling of VTCs (classified and unclassified)); Technical Control Facility (TCF) O&M to include the TCF matrix switch); Voice Over Internet Protocol (VoIP)_; Voice over Secure IP (VoSIP)(classified and unclassified);

Configuration Management of the installation infrastructure to include creating and updating drawings using Computer-Aided Drawing (CAD) engineering support; Radio Systems which includes: Land Mobile Radio (LMR) Network Management, Towers, and Control System (Master Controller) Management.

The Government may identify future requirements to support Original Equipment Manufacturer (OEM) Tier II and Tier III support for selected telephone switches, LMR systems, and other communications systems integral to maintaining systems availability.

The contractor shall also provide materials, overtime, travel and per diem, and training in support of requirements as needed.

C.1.1 Overtime. Services to be performed under this contract are generally performed during normal duty hours. Periodically, requirements including emergencies, supporting deployments, and seasonal requirements may require work be accomplished at times other than normal duty hours. When authorized by the Contracting Officer’s Representative (COR), overtime worked in conjunction with normal duty hours shall be paid in 1/2 hour increments. Labor categories subject to the Service Contract Labor Standards (formerly the Service Contract Act), U.S.C.

Chapter 67, shall be paid overtime wages in accordance with the Fair Labor Standards Act (FLSA). Exempt labor categories shall be paid for non-duty hours performance in accordance with the appropriate provisions of the FLSA. See the individual task orders for specific call-in, overtime, and rate information.

C.1.2 Training.

Contractor shall manage a comprehensive training, qualification, and certificate program for compliance with vocational needs required for the O&M of the systems and equipment listed in Attachment 1 of individual task orders, as well as Government mandated training such as, EEO, security, safety and environmental requirements. The Government will not provide or fund training to obtain certification for new contractor employees unless the training is a result of a new requirement. Contractor personnel shall have current training and required certifications at performance start date of individual task order.

C.1.2.1 If during the term of this contract, the Government installs new equipment that requires training to meet the certification requirements of this contract, the Government will provide one-time training during initial fielding and in support of new site activations for those employees currently working on site. If an employee who has received Government-provided training as described above should vacate his/her position for any reason, the contractor shall be responsible for providing certified personnel to complete the requirements of this contract. Training of contractor personnel shall be performed by the contractor at its own expense. The cost for training the new employee in these circumstances will not be an allowable cost under the contract. The Contracting Officer’s Representative/Contracting Officer (COR/KO) will approve all training in advance.

C.1.2.2 Training Records. The Contractor shall ensure all training records and formal training requirements that require certification are met as outlined in the individual task orders.

Additionally, the Contractor shall ensure required training is documented within these records and they are available upon request by the KO or COR. Records shall be maintained at each site and the Program Managers (PMs) office. In addition, the Contractor shall ensure a database/system is in place, to which the Government will have access to for periodic review.

The KO shall determine what Government personnel will have access.

C.1.2.3 Contractor personnel performing functions with privileged-level access to control, manage, or configure Government information systems shall meet training and certification requirements for the level of performance outlined in duty categories for Information Assurance (IA) Support Personnel as specified by Army Regulation (AR) 25-2, Army Cybersecurity, Department of Defense (DoD) 8570.01-M, Information Assurance Workforce Improvement Program Chapter 3. Individuals filling positions identified as Information Assurance Technical (IAT) or Information Assurance Management (IAM) Level I, II, or III (IAT/IAM-I, II or III) must meet training and certification requirements outlined in AR 25-2 and DoD 8570.01-M.

Contractors will obtain all required Computing Environment (CE) certificates within 6 months of being engaged in accordance with DoD 8570.01-M. All IAT category personnel, whether they perform IA functions as primary or additional/embedded duty, must be certified based on the IA functions of the position and remain current on their certifications in order to continue to have authorized unsupervised privileged access to Government networks. Personnel who are not properly qualified and certified in accordance with DoD 8570.01-M or who fail to maintain their certification status shall not be permitted privileged access to the Department of Defense

Government networks. Individuals shall complete certification/qualification refresher training every 18 months in accordance with AR 25-2.

C.1.2.4 The Defense Federal Acquisition Regulation Supplement (DFARS) clause 252.239-7001 (Information Assurance Contractor Training and Certification) applies to this contract and all individual task orders awarded under this contract. This contract is subject to the mandates of DoD 8570.01-M, which establishes baseline technical and management information assurance (IA) skills for personnel performing IA functions within DOD. Functions spanning multiple levels require certification of the highest level functions. Contractor personnel performing functions in multiple categories or specialties shall hold certifications appropriate to the functions performed in each category or specialty. Information assurance workforce members shall have the certifications corresponding to their IA functions, as defined in Chapters 3, 4, 5, 10, and 11, and Appendix 3 of DOD 8570.01-M at work performance start date. IAT Level I baseline certification is the minimum requirement for unsupervised privileged access.

Certification holders shall ensure that their certificates remain active and are renewed prior to expiration. Contractor personnel supporting IA functions in Chapters 3, 4, 10, and 11 shall be appropriately certified prior to starting work on this task order. The Contractor IA Certification holders shall release their certification information to the Department of Defense through the Defense Workforce Certification Application, https://www.dmdc.osd.mil/appj/dwc/index.jsp.

C.1.2.5 Computing Environment Certification (CE). In addition to the baseline IA certification requirement for their level, IATs with privileged access must obtain appropriate computing environment (CE) Certifications for the operating system(s) and/or security related tools/devices they support. This requirement ensures the Contractor can effectively apply IA requirements to the Government’s computer hardware and software systems identified for O&M responsibilities as outlined in individual task orders. The Contractor shall release a copy of all certification qualifications to the Government as required.

C.1.3 Hours of Operation. The contractor shall comply with the duty hours established by the installation commander as specified in Attachment 1 of the individual task orders. Section H of the contract will identify official holidays not addressed by the prevailing Service Contract Act (SCA) wage determination or collective bargaining agreement (CBA). The contractor shall have qualified personnel available on-site during normal duty hours to support all services identified in individual task orders.

C.1.4 Material. The Contractor shall supply material as identified in the individual task orders.

The Contractor shall ensure that a Risk Management Framework (RMF) access-only process is available for all Contractor purchased and/or IT equipment that will be installed or integrated into existing government IT systems and networks. The Contractor shall first check the Army Knowledge Online (AKO) web site at https://www.us.army.mil/suite/grouppage/16220 for a list of systems, Commercial off the Shelf (COTS), Government of the Shelf (GOTS), or equipment with current, valid Risk Management Framework (RMF) Access Only process. The Contractor must be registered in AKO by the COR for access. The Contractor shall fill out and submit the applicable documentation to the COR. State “Not applicable – contractor purchase” in response to “Is this available through the Army Computer Hardware, Enterprise Software and Solutions (CHESS)? if not, attach waiver.” In order to expedite the process, fill the “Requested by” block of the checklist in as follows: CORs Name (for Company Name, Contract W91RUS-XX-D-

XXXX, PLEASE EXPEDITE.

C.1.4.1 Information Technology (IT) Software and Equipment. In accordance with the task order the Contractor may be authorized to purchase project-related IT software, equipment and tools in support of the task order requirements with written approval from the KO. An approved list will be provided by the COR with all Information Assurance approvals, Risk Management Framework (RMF) Access Only process, and Joint Interoperability Test Command (JITC) certifications. This software/equipment shall require IAVA scanning and patching and compliance with applicable DISA Security Technical Implementation Guides (STIG) to the degree applicable prior to allowing connectivity to the Government production network. The Contractor shall submit the COR approved list of items required and a cost analysis to the KO for approval prior to any purchase.

C.1.5 Phase-In/Phase Out. The following subparagraphs outline the phase-in/phase-out responsibilities.

C.1.5.1 Phase-In. The contractor shall conduct phase-in procedures beginning 30 calendar days prior to the performance date specified in Section F of the contract unless otherwise noted in task order(s). This will require coordination with the incumbent contractor for acceptance of the site.

If GFP is provided, the contractor shall perform a joint inventory of GFP with current contractor for all government accountable items currently in the possession of the current contractor. All discrepancies and problems shall be noted and submitted to the Government Property Administrator (GPA) for resolution. In no instance will the incoming Contractor be held liable for any discrepancy and problem noted. It is the sole responsibility of the outgoing Contractor to rectify the noted discrepancies or problems to the satisfaction of the GPA.

C.1.5.2 Phase-Out. At least 60 days prior to contract completion, the COR will notify the incumbent contractor of all outstanding requirements which shall be completed prior to completion of the contract. Any requirements identified by the COR that are not completed prior to the contract expiration date will result in a deduction of the value of the service in accordance with the Inspection of Services clause.

C.1.6 Government-Furnished Property (GFP). At the task order level, if the determination is made to provide GFP by the requiring activity, the Contracting officer shall provide property to contractors only when it is clearly demonstrated and justified in accordance with FAR Part

45.102. Only then will GFP be furnished to contractors and be identified at the task order level in the site-specific portions of the PWS with the appropriate GFP attachment or technical exhibit.

The contractor shall not use GFP for any purpose other than in the performance of this contract

C.1.6.1 Incidental Property. The Government will make available property incidental to the place of performance, when the contract requires contractor personnel to be located on a Government site or installation, and when the property used by the contractor within the location remains accountable to the Government. Items considered to be incidental to the place of performance include normal office type property, for example, office space, desks, chairs, telephones, computers, printers, plotters, fax machines and computer peripherals. It does not include any equipment, special test equipment, special tooling, material or real property.

C.1.6.2. Contractor Property. If it is determined at the individual task order that the Contractor provide all equipment, and items required to perform the requirements of the individual task order the Contractor shall remove all Contractor-owned equipment/property at task order completion. If the Contractor does not remove Contractor-owned items within thirty (30) calendar days after the conclusion of the task order, the Government will properly dispose of the items.

C.1.6.3 Purchases. The contractor may be authorized to supply material/equipment as identified in the task orders, provided the Government provides the required information in accordance with the Federal Acquisition Regulation (FAR) Part 7.105 and FAR Part 45. The purchase shall be directly related to the maintenance of bench stock levels, expendable supply levels or requirements for routine O&M repair outlined in the individual task orders.

C.1.7 Security Requirements. The Contractor shall comply with FAR 52.204-2, Security Requirements. This clause involves access to information classified “Confidential,,” “Secret,” or “Top Secret” and requires Contractors to comply with the Security Agreement (DD Form 441), including the National Industrial Security Program Operating Manual (DoD 5220.22-M) and any revisions to DoD 5220.22-M.

C.1.7.1 Contractor performance includes, but is not limited to, installation, operation, and maintenance of unclassified and classified systems, networks, devices and equipment; work in classified, sensitive, and/or Restricted Areas where exposure to classified information cannot be precluded and/or where security clearances are required; and some contractor personnel may be required to work in areas where access to Top Secret/Sensitive Compartmented Information (TS/SCI) is required or where TS/SCI is processed. All prime contractors shall have a final Top Secret facility clearance at time of Indefinite Delivery Indefinite Quantity (IDIQ) contract award.

C.1.7.2 General, highest level security requirements are reflected in this Performance Work Statement (PWS) and the IDIQ DD Form 254. Site specific security requirements, to include required security access/clearance levels; special access requirements; background, eligibility and suitability investigation requirements; and information technology (IT) levels, information assurance (IA) certification and computing environment certificate requirements will be specified in task orders (DD Form 254/PWS). The Contractor shall ensure that personnel are able to acquire and maintain required security clearances, based on current (in scope) personnel security investigations, as specified in individual task orders (DD Form 254/PWS).

C.1.7.3 The Contractor shall ensure the protection of all Government information, systems/networks, devices, and other Government equipment/property and facilities, based on the level of access provided to contractor personnel supporting this contract. The Contractor shall comply with and enforce all security and information assurance requirements and measures, as specified in applicable directives and as stated in this contract and in site specific individual task orders.

C.1.8. Protection

C.1.8.1 Information Assurance

C.1.8.1.1 Information Assurance (IA) Training. All Contractor personnel with access to Government information systems and networks shall successfully complete all required initial and annual IA awareness training as specified in AR 25-2, Army Cybersecurity, and as directed by the Government requiring activity. Training is available at https://cs.signal.army.mil.

C.1.8.1.2 Contractor employees and sub-contractor employees performing work under this contract who have access to Government information systems and networks shall create a user account and profile in the Army Training and Certification Tracking System website (ATCTS) at https://atc.us.army.mil, in the unit container designated by the COR. Certificates of successful completion of IA training, Acceptable Use Policies (AUP), applicable baseline and computing environment (CE) certifications, and continuing professional education credits, as required by DoD 8570.01-M, shall be uploaded to the ATCTS and provided to the COR for continuous compliance monitoring and reporting.

C.1.8.1.3 The Contractor shall ensure that all Contractor employees and sub-contractor employees requiring IA awareness training complete the training at the start of work performance on this contract and annually thereafter for the duration of this contract.

C.1.8.2 Information Assurance Workforce Certification. DFARS clause 252.239-7001 (Information Assurance Contractor Training and Certification) applies to this contract/task order.

This contract/task order is subject to the mandates of DoD 8570.01-M, which establishes baseline technical and management IA skills for personnel performing IA functions within DoD.

Functions spanning multiple levels require certification of the highest level functions.

Contractor personnel performing functions in multiple categories or specialties shall hold certifications appropriate to the functions performed in each category or specialty.

C.1.8.2.1 The Contractor shall ensure its IA workforce members have the baseline certifications corresponding to their IA functions, as defined in Chapters 3, 4, 5, 10, and 11, and Appendix 3 of DoD 8570.01-M at work performance start date. Contractors will obtain all required Computing Environment (CE) certificates within 6 months of being engaged. The IAT Level I baseline certification is the minimum requirement for unsupervised privileged access. Contractor certification holders shall ensure that their certificates remain active and are renewed prior to expiration.

C.1.8.2.2 Each individual shall upload a copy of their certification(s)to ATCTS in their account.

The ATCTS manager is required to verify the individual’s certification(s).

C.1.8.2.3 Each task order PWS and DD 254 will reflect the Personnel Security (IT Level) and IA Workforce Specialty requirements, aligning the IA functional responsibilities and access levels to the task order tasks, in accordance with DoD 8570.01-M.

C.1.8.3. Non-Government-owned computing systems or devices. The Contractor shall comply with AR 25-1 and AR 25-2. The Contractor shall not install or connect non-Government-owned computing systems or devices to Government networks without the COR’s coordinating and obtaining proper authorization from the appropriate Information System Security Manager ( ISSM), ensuring that all software has been authorized under the Risk Management Assess Only process. The non-Government-owned computing systems or devices include, but are not limited to, personal or Contractor-owned thumb drives (e.g., memory sticks, flash drives, Universal Serial Bus (USB) drives, jump drives, pen drives), removable or external hard drives, Personal Digital Assistants (PDA), PC Cards/Express Cards, MP3 players, cell phones, digital media, floppy disks, compact disc (CD)/digital video disk (DVD) burners, optical recordings, photo flash cards, laptops, or any devices that can store data.

C.1.8.4. Protection of Sensitive Unclassified Data. The Contractor shall ensure any sensitive information, including, but not limited to, Personally Identifiable Information (PII) and Controlled Unclassified Information (CUI), proprietary, and Law Enforcement Sensitive information residing on Mobile Computing Devices (MCD) or other external media, is protected in accordance with current Data at Rest (DAR) guidelines and requirements. The Contractor shall use an authorized, approved, and prescribed DAR solution. The MCDs include, but are not limited to, laptop, netbook, notebook, or tablet computers, and Blackberry or equivalent devices.

External media include optical disk media such as CDs, DVDs, USB drives (also referred to as flash or thumb drives) (when authorization to use them is restored), floppy disks, and other portable digital storage devices.

C.1.9 Antiterrorism

C.1.9.1 Antiterrorism Level I Training. The Contractor shall ensure that all contractor employees, including subcontractor employees, requiring access to Army installations, facilities, or controlled access areas complete Antiterrorism (AT) Level I awareness training within 30 calendar days after start of employee performance on this contract/task order. Within 5 calendar days of training, the contractor shall certify to the COR or KO that all employees performing work under this contract/task order have completed the annual AT Level I awareness training.

AT Level I awareness training is available at https://jkodirect.jten.mil, course # - US007 or current training requirement.

C.1.9.2 Outside Continental United States (OCONUS) Travel. If this contract/task order requires OCONUS travel, contractor employees shall obtain KO or COR approval prior to such travel.

The contractor employees shall contact the Government requiring activity Antiterrorism Office (ATO) to receive a specific theater AT/threat briefing prior to departing on OCONUS temporary duty travel.

C.1.9.3 iWATCH. The Contractor shall ensure that all employees and subcontractor employees performing work under this contract/task order are trained on the local iWATCH program within 30 calendar days of start of employee performance on this contract/task order. The requiring activity ATO will provide the locally developed iWATCH training. The Contractor shall maintain all iWATCH training records and shall provide copies to the COR upon request.

C.1.9.4 Emergencies and Force Protection Conditions. During declared emergencies and/or elevated Force Protection Conditions (FPCONs) Charlie or Delta, Contractor performance under this contract/task order shall be determined by the COR or KO. All Contractor employees providing services under this contract/task order are required to report for duty as scheduled and remain on duty during declared emergencies and/or elevated FPCON levels unless otherwise directed by the KO or COR. The Contractor Project Manager shall keep the COR apprised of all personnel whereabouts when in a temporary duty (TDY) location.

C.1.9.5 Operations Security (OPSEC). The Contractor shall comply with DoD Directive 5205.02, Army Regulation 530-1, and the requiring activity OPSEC program. The Contractor shall ensure all contractor employees and subcontractors performing work under this contract/task order complete Level I OPSEC training within 30 calendar days of start of employee performance on this contract/task order and annually thereafter. The Contractor shall maintain all OPSEC training records and shall provide copies to the COR upon request.

C.1.10 Service Contract Reporting. The requirement for contract manpower reporting shall be in accordance with FAR clause 52.204-15, Service Contract Reporting Requirements for Indefinite- Delivery Contracts. The Contractor is required to completely fill in all the information in the format using the following web address: https://sam.gov. Must be reported by 31 October of each calendar year.

C.1.10.1 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Army via the Service Contract Reporting (SCR) secure data collection site. The contractor is required to completely fill-in all required data fields within the SCR.

C.1.10.2 Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. Contractors may direct questions to the help desk at: https://sam.gov.

C.1.11 Contractor Identification Requirements. In accordance with FAR 37.114 all Contractor personnel attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious are required to identify themselves as such to avoid being mistaken for Government officials. Contractors performing work at Government workplaces shall provide their employees with an easily readable identification (ID) badge indicating the employee’s name, the Contractor’s name, the functional area of assignment, and a recent color photograph of the employee. Contractors shall require their employees to wear the ID badges visibly when performing work at Government workplaces. Contractor personnel shall also ensure that all e-mails, documents, or reports they produce are suitably marked as Contractor products and/or that Contractor participation is appropriately disclosed. All signature blocks on e-mails shall indicate that the sender is a Contractor employee and include the Contractor's company name.

C.1.12 Common Access Card (CAC).

Before CAC issuance, the contractor employee requires, at a minimum, a favorably adjudicated Tier 1 (T1) or an equivalent or higher investigation in accordance with Army Directive 2014-05.

The contractor employee will be issued a CAC only if duties involve one of the following: (1) Both physical access to a DoD facility and access, via logon. To DoD networks on-site or remotely; (2) Remote access, via logon, to a DoD network using DoD-approved remote access procedures; or (3) Physical access to multiple DoD facilities or multiple non-DoD federally controlled facilities on behalf of the DoD on a recurring basis for a period of 6 months or more.

At the discretion of the sponsoring activity, an initial CAC may be issued based on a favorable review of the FBI fingerprint check and a successfully scheduled NACI at the Office of Personnel Management. Refer to individual task orders for additional requirements.

C.1.13 Information Technology Infrastructure Library (ITIL). The Contractor may be required to be Foundation certified on the most current version of Information Technology Infrastructure Library (ITIL) and have experience in the use of the ITIL framework for IT service management for designing, developing, and implementing service management best practices for the service lifecycle, business process modeling, IM/IT, network operations center, help desk operations, and telecommunications/information processing, IT networking (LAN/WAN), messaging services, configuration management, and maintenance support. ITIL certifications will be identified in individual individual task orders.

PART 2

REQUIREMENTS

C.2 General. The items identified within this section of the PWS are a general overview of the services that may be required in individual task orders. Each requirement needed to support the Network Enterprise Center (NEC) will appear in Part 2 of task orders. Equipment the contractor shall be required to operate and maintain will be further identified in Attachment 1 of the task orders. The performance metrics given in this PWS is an example and each individual task order will have an associated performance metrics that will be tailored to the requirements outlined in each task order. The information here is provided in general terms of the requirement and will usually be identified within the task orders using the same paragraph titles identified within this part of the PWS. However, paragraph numbers used may not track from task order to task order or from task order to the basic contract PWS in part C.2.

C.2.1 Systems Availability. The contractor shall maintain the systems identified within individual task orders at an operational availability of 99.9%. Operational availability is based on a 24-hour-day, 7 days per week, 52 weeks per year, for all areas. For the purpose of this contract, this shall mean all circuits (voice, video, LAN and digital, or radio) in aggregate will be operational 99.9% of the time.

C.2.2 Site Management. The site manager shall be the contractor’s on-site representative and shall be responsible for the performance of all work identified in individual task orders. The contractor shall designate in writing to the KO and the COR, the name of the site manager.

Additionally, the contractor shall designate in writing the name of an individual fully authorized to act as the contractor’s on-site representative in the site manager’s absence or unavailability in accordance with the Key Personnel Clause in Section H of the contract. During contract performance, the contractor shall provide a method by which the COR may contact the site manager to meet within 30 minutes during normal duty hours at a specific location. After normal duty hours the site manager or designated representative shall be available to meet with Government representatives at the work site (location) specified within two hours of notification.

C.2.2.1 The contractor’s site manager shall immediately report, within 30 minutes, any imminent system failure to the COR and provide a recommended operational or repair solution. The contractor shall follow up the action with a written report (e-mail or memo). If, in the contractor’s judgment, substandard conditions exist, the site manager shall document the conditions to the COR in writing for review and final disposition. In the event of a safety hazard, the contractor may request and obtain verbal approval for corrective action from the COR.

C.2.2.2 The contractor shall provide direct support to the COR or other designated Government representatives in the systems acceptance tests (SAT) for installation projects, which, upon completion of the projects, will become part of the contractor’s O&M responsibility. Once the Government has accepted a project, O&M of the requirement will be incorporated into the relevant task order. This direct support may also include technical evaluations, technical assistance during Inspector General (IG) inspections, and engineering support, for similar projects. The contractor shall provide the Government or third party contractor personnel with plant drawings and physical location of equipment, among other things.

C.2.2.3 Individual installations may require the site manager to be qualified in a specific area, such as inside or outside plant or information systems engineering. The requirement may also identify the amount of time the manager will perform management duties. Refer to individual task orders for additional requirements.

C.2.3 Infrastructure Operation and Maintenance Support Services (Network, Telephony systems, and Premise cabling/wiring)

C.2.3.1 Unified Capabilities and Communications (UC). Unified capabilities integrates standards-based communication and collaboration services to facilitate the interactive use of multiple communications methods. The Contractor shall provide support to integrated communications which includes but is not limited to the following:

Products (Equipment, software and services) Integrated communications channels (media) Networks and systems Messaging Voice, data, video, and web conferencing Unified communication and collaboration applications as well as IT business applications.

Several CONUS installations have been upgraded to UC however, there are many that are still dependent on legacy systems and are due to be transitioned or upgraded to UC. Additional requirements are identified in individual task orders.

C.2.3.1.2 Telephone Support Operations. The Contractor shall manage, distribute, and publish telephone directories by posting on the installation intranet site a quick reference guide. Refer to AR 380-53, Communications Security Monitoring, and individual task orders for additional requirements.

C.2.3.1.3 Billing Services. The Contractor shall provide copies of monthly telephone and cellular telephone billing reports from the local service provider(s) as identified in individual task orders.

The Contractor shall provide monthly telephone and cellular telephone billing reports to the installation NEC for payment. The monthly service provider bills shall be maintained on file for a period of at least 12 months as identified in a site specific NEC Standard Operating Procedures (SOP). The Contractor shall maintain a database of the unique numbers or codes and the person or organization to which the number is assigned, and make that information available to switchboard attendants and to other personnel authorized by the COR.

C.2.3.2 Inside Plant. The contractor shall provide technically qualified personnel to perform O&M of the Inside Plant (ISP). The contractor shall perform all administrative and O&M functions and routines required for the telephone switching equipment, voice mail, Telephone Management System (TMS), and ancillary equipment installed within the Dial Central Office

(DCO). Contractor shall provide maintenance support that may include OEM vendor support as needed and as identified in individual task orders.

C.2.3.2.1 The Contractor shall provide technically qualified personnel to support customer telephone requirements as identified in individual task orders. Inside Plant shall correct and clear all trouble/service calls and includes: all communication lines, trunking, cabling and switching systems contained in the Dial Central Office (DCO), and includes remote switching units and switching centers external to the DCO from point of entry through the Main Distribution Frame (MDF). The Contractor shall perform diagnostics and restoration of all switches. The Contractor shall operate, maintain, and repair all equipment installed within the DCO, which includes bridges, power rectifiers, battery backup systems, multiplexers, fiber optic multiplexers, and similar equipment.as identified in individual task orders.

C.2.3.2.2 The Contractor shall provide preventive maintenance, corrective maintenance, and demand maintenance for the inside plant, to include all systems, modules, cabinets, processors, circuit cards, power supplies, peripheral, and ancillary equipment (to include cabling, duct work, wire, plugs, and adapters) identified in individual task orders. O&M is for buildings which already have the infrastructure/cabling in place. Newly established facilities that do not have the infrastructure/cabling are not considered daily O&M and require support under a different contract vehicle. Inside plant support also includes coordination with the Original Equipment Manufacturers (OEM), local telephone company, or other service providers for testing, repair, or the restoration of services or equipment.

C.2.3.2.3 The Contractor shall perform all telephone system administration, operations, maintenance and service in accordance with: DISAC 310-55-1 Operations: Status Reporting 21 Jan 2000; DISAC 310-55-9 Operations: Base Level Support for the Defense Information System Network (DISN) 5 Nov 1999; DISAC 310-70-1 Methods and Procedures DII Technical Control 25 Jun 1998; DISAC 310-130-2 Communication Requirements Management Thresholds and Performance Objectives change 14 Nov 2005; USAISEC Installation Information Infrastructure (I3A) Technical Criteria Feb 2010; USAISEC Outside Plant Design and Performance Requirements (OSPDPR) TR No. AMSEL-IE-TI 09-001-7A February. This includes, but is not limited to, demand, routine and preventive maintenance, data entry, patch programming changes, telephone prefix and area code updates. The Contractor shall ensure all required critical and spare parts (recommended by the manufacturer or directed by the COR) are identified for purchase and on hand. The Contractor shall notify the COR when sufficient spare parts are not on hand at these recommended levels. The Contractor shall provide reports to the COR as identified in individual task orders.

C.2.3.2.4 The Contractor shall correct malfunctions using mechanical or programming tasks or parts replacement required to restore service, verify customer service, and complete reports and records in accordance with Government regulations and as required by the COR.

C.2.3.3 Customer Service. The contractor shall provide technically-qualified personnel to support customer requirements. Requirements include responding to service requests and isolation and repair of communications/infrastructure troubles as identified in individual task orders.

C.2.3.3.1 The contractor shall maintain, install, de-install, remove, and move (as stated on the appropriate service form) all instruments, service lines, and Local Area Network (LAN) service associated with this requirement. This includes all connectors, terminators, pair gain devices, and removal of all unused cable from the work area back to the point of demarcation for the installation. The workload data for customer services is referenced in attachment 1 of individual task orders.

C.2.3.3.2 The Contractor shall complete all routine work orders (installs, relocates & changes) as identified in individual task orders. If a conflict should arise, the Site Manager shall coordinate with the COR to establish a new due date. The COR will set priorities for work completion.

C.2.3.3.3 Emergency Work Requests. The COR may issue emergency work requests tasking the Contractor to perform services associated with customer work orders. The Contractor shall begin work on emergency work requests within two hours of oral or written notification. The Contractor shall work until the requirement is completed but must have prior approval for overtime from the COR. If parts are required, the contractor shall complete the requirement as soon as parts are received. Refer to individual task orders for additional requirements.

C.2.3.4 Outside Plant (OSP) Cable. The Contractor shall provide technically qualified personnel to support OSP Cable requirements identified in Attachment 1 of the individual task orders.

Cable requirements include all cables designated as Government cable, up to and including building entrance cable, through to the termination of service or as noted on the appropriate work order (e.g., DA Form 2407, Request for Maintenance Services or local service request (LSR)).

The Contractor shall install, de-install, maintain, repair, and test multiple-conductor aerial, underground, and buried multi-purpose communications cable to include coaxial, fiber optics, and copper/conventional cable. Outside plant cable technicians shall operate digger derricks, bucket trucks, personnel lifts, backhoes, and trenching equipment to provide demand maintenance support. Maintenance responsibilities include all associated telephone poles, manholes, handholds, outside terminals, pedestals, splice points, and bonding and grounding of termination points. The Contractor shall be qualified to splice fiber optic cable using both manual and fusion splicing techniques. The Contractor shall fabricate fiber optic, metallic or coaxial cables as requested on an LSR. All cable termination specifications/tolerances will be in accordance with Electronic Industry Association/Telecommunications Industry Association (EIA/TIA) standards. This includes the Preventive Maintenance Checks and Services (PMCS) of installation telephone poles, pedestals, and man- or hand-holes as identified in individual task orders.

C.2.3.4.1 New Installation. The Contractor shall install extensions to the existing main telecommunications distribution backbone. This includes extension of additional or incidental services to Government facilities and encompasses those actions including installation and wiring of additional communication closets, additional distribution points, pedestals, and extension of the local loop to the user terminal. Premise wiring services include the installation of voice, data and video (including Closed Circuit Television (CCTV) cable drops within new or existing structures in accordance with EIA/TIA Standards. O&M of existing overhead building cabling distribution systems shall also be the Contractor’s responsibility. The Contractor shall not be required to install manholes or conduct major installations or expansions of MDF facilities or installation of backbone distribution cabling normally completed as major commercialization projects by the requiring Government organization. The Contractor shall be responsible for all cable distribution from the first access location to the main cable distribution ring in accordance with Government regulatory guidance; USAISEC Installation Information Infrastructure (I3A) Technical Criteria Feb 2010, USAISEC Outside Plant Design and Performance Requirements (OSPDPR) TR No. AMSEL-IE-TI 09-001-7A February 2009. This includes, but is not limited to, Secure Internet Protocol Router (SIPR), Non-Secure Internet Protocol Router (NIPR), Defense Switch Network (DSN), VTC and VOIP/VoSIP circuits.

C.2.3.4.2 Cable Audits. The Contractor shall be required to provide a dedicated cell of technicians responsible for an audit and validation of the existing cable plant. Cable audits will be treated as special projects unless otherwise specified in individual task orders. The audit shall include all manholes, hand-holes, pedestals, communications closets, Main Distribution Frames (MDF), Intermediate Distribution Frames (IDF), butterfly drawings and verifications from Dial Central Office (DCO) or Remote Station Unit (RSU) originating points. Additionally, contractor shall provide five digital photographs of the present condition of the manholes and cabling at the time of the audit. The contractor shall verify and update existing drawings, cable records, cable counts and cable numbers ensuring everything is correctly identified and labeled in accordance with EIA/TIA Standards. Data collected shall include, as a minimum: Circuit Number, Circuit Type, Cable and Pair Number, Building Number, Floor Number, Room Number.

C.2.3.4.2.1 The contractor assigned personnel shall be dedicated to the audit and not part of the operations and maintenance team. Work shall be performed during normal work hours (Monday

– Friday 07:30-16:30) unless specified otherwise in the individual task orders and be accomplished with as little disruption to the installation work force as possible. The contractor may be required to work overtime or during hours not considered normal duty hours to complete parts of the audit. The Government will provide a cross-reference list of customers. The contractor shall coordinate, as required, access to facilities and systems within the customer’s areas of responsibilities.

C.2.3.4.2.2 The cable audit shall consist of an audit of all fiber and copper cabling on the installation to include manholes. Audits shall include pair by pair and strand by strand documentation of all copper and fiber cabling in use. The contractor shall also identify unused pairs for future use and any unserviceable cable or cable pairs. The entire route of the cable shall be documented to include length, manholes and poles if it applies. The size of cable shall also be included. All cable shall to be labeled with labeling format provided by the NEC.

C.2.4 Information Technology (IT) Systems Support. The Contractor shall perform O&M of the Information Technology (IT) environment which includes any NIPRNET or SIPRNET hardware, software, application tool, system, or other networks used by the Government, whether developed, leased, or commercially purchased. The Government requires ITIL-compliant Contractor performance on tasks employing agency-specific or unique hardware and software in both classified and unclassified network environments. Work shall include legacy, current, and new systems (future) at various lifecycle stages as identified in individual task orders. The support identified is local installation support and not enterprise level support.

C.2.4.1 Network Maintenance. The contractor shall be responsible for the installation, maintenance, and usage of the installation’s local area network. Provides daily O&M and manages network performance and maintains network security. Maintains the system by troubleshooting a variety of hardware and software problems; evaluates, and implements network policies and procedures to ensure there is conformance with information systems and organizational objectives. The Contractor shall have extensive knowledge of PC/network communications hardware and software in a multi-protocol environment and network management tools and software. Refer to individual task orders for additional requirements.

C.2.4.1.1 Network Administration. The Contractor shall be responsible for the installation, operation and maintenance, and usage of the installation’s local area network. The Contractor shall employ NetOps capabilities to execute Network Administration responsibilities and functions. Responsibilities include managing network performance and maintaining network security. The Contractor shall ensure security procedures are implemented and enforced. The Contractor shall install network hardware and software; troubleshoot network problems;

implement network policies, procedures and standards; and ensures systems are in conformance with organizational objectives. Other responsibilities could include training local users on network operations. Refer to individual task orders for addition requirements and IT/IAT level certifications. Security requirements are outlined in the PWS and the installation DD 254.

C.2.4.1.2 System Administration. The Contractor shall be responsible for installing, configuring, and maintaining operating system workstations and servers, including web servers, in support of business processing requirements.