Attachment 3 - PWS.pdf

Performance Work Statement for

Base Telecommunications Systems (BTS) Operation and Maintenance (O&M) Support and Services

5th Communications Squadron

Minot AFB, ND

1 Oct 2023

PWS for Base Telecommunications Systems (BTS) Operation and Maintenance (O&M) Support and Services

1 INTRODUCTION, OVERVIEW, OR BACKGROUND 4

1.1 Background Information 4

1.2 Place of Performance and Hours of Operation 4

1.3 General Information 5

1.4 Key Personnel. 7

1.5 Government Furnished Property: 9

1.6 Contractor Furnished Items. 10

2 OBJECTIVE, SCOPE., AND GOVERNMENT EXCEPTIONS 10

2.1 Objective. 10

2.2 Scope. 10

2.3 Government Exceptions 11

3 OPERATE, MAINTAIN, AND SUPPORT REQUIREMENTS 11

3.1 General 11

3.2 Perform Unified Capabilities Systems O&M 11

3.3 Voice Over Internet Protocol (VoIP) System 11

3.4 Telecommunications Management System 12

3.5 Perform Inside Plant (ISP) and Outside Plant (OSP) O&M 12

3.6 Preventive Maintenance Inspections (PMIs) 12

3.7 Spare Conductor Test. 12

3.8 Cable Analysis 13

3.9 Outside Plant Infrastructure 13

3.10 System and Service Outages, Trouble Calls, and Trouble Tickets. 14

3.11 Cable Location, Staking, and Marking 15

3.12 System Cross-Connect and Disconnect Services 16

3.13 Administrative Changes (BCM Admin Change). 16

3.14 Call Accounting System (CAS). 16

3.15 Voice Mail – Unified Messaging. 16

3.16 Voice Protection System (VPS). 16

3.17 Automatic Call Distribution (ACD) System. 17

3.18 Functional User Systems 17

3.19 Enhanced-911 (E-911) System 17

3.20 Traffic Measurement and Analysis. 17

3.21 Contractor Support Services. 17

3.22 Contractor Interface and Support for other Vendors. 17

3.23 Design Review Meetings and Cable Test Result Reviews. 17

3.24 Technical Solutions and Site Surveys. 18

3.25 Terminals. 18

3.26 Distribution Pedestal Terminals. 19

3.27 Communications Locations Network, Telephone Rooms, and Inside Wiring 19

3.28 Records and Data. 19

4 WORK ORDERS. 22

4.1 Work Order Procedures 22

4.2 Work Order Requirements. 23

4.3 Submittal of Completed Work Orders. 23

4.4 Inspection, Maintenance and Correction Procedures. 24

5 SPECIAL PROJECT AND SPECIAL WORK ORDER 24

5.1 Requirements 24

5.2 Submittal of Completed Work Orders. 24

5.3 Inspection, Maintenance and Correction Procedures. 24

6 APPLICABLE DOCUMENTS. 24

6.1 Federal Standards and Specifications. 24

6.2 Vendor Documents. 24

7 QUALITY CONTROL (QC) PROGRAM AND GOVERNMENT QUALITY

ASSURANCE (QA) 25

7.1 Quality Control (QC). 25

7.2 Quality Assurance (QA). 25

8 SERVICES SUMMARY 25

8.1 Performance Evaluation: 26

8.2 Services Summary (SS): 26

9 CONTRACTOR-FURNISHED HAZARDOUS MATERIAL. 29

9.1 Requirements. 29

10 ADMINISTRATIVE RECORDS MANAGEMENT. 29

APPENDIX A: ITEMS TO BE MAINTAINED BY THE CONTRACTOR 30

APPENDIX B: DEFINITIONS AND ACRONYMS 36

APPENDIX C: MAF LOCATIONS 46

APPENDIX D: HISTORIC WORKLOAD 47

APPENDIX E: GOVERNMENT FURNISHED PROPERTY 50

1 Introduction, Overview, or Background

1.1 Background Information

1.1.1 Base Telecommunications Systems (BTS) Operation and Maintenance (O&M) support and services has been contracted since approximately 1994 as the 5th Communication Squadron holds no billets of the appropriate job series to fulfill the required work to be performed by this contract.

1.1.2 The Contractor must provide all personnel, equipment, tools, materials, vehicles, supervision and other items and services, unless specified in this contract as Government Furnished Property (GFP). Work under this Performance Work Statement will support the mission of 5th Communications Squadron at Minot Air Force Base and outlying facilities, by providing highly reliable wired telecommunications and networked voice, video and data services. The Contractor must perform Operation and Maintenance and other services required to ensure the Base Telecommunications System is available twenty-four hours per day, seven days per week.

1.1.3 The Base Telecommunication Services consists of the base’s Base Call Manager (BCM) which includes Avaya and Cisco Unified Communications Manager local session controller, session border controllers, the outside plant (OSP) and inside plant (ISP) systems, network, transmission systems, and other equipment as described in this Appendix A “Items to be Maintained by the Contractor” Contractor must operate, manage, and maintain Voice over Internet Protocol (VoIP) associated components to include VoIP server software and certifications, patch panels and VoIP phones as deployed. The Contractor must operate and maintain all Base Telecommunication Services equipment and systems in accordance with the Original Equipment Manufacturers’ (OEM) technical manuals and specifications, Department of Defense (DoD) and US Air Force (USAF) policy and regulations, applicable federal, state, and local laws and regulations. The Contractor must have the ability to invoice and bill non-base customers and organizations, i.e., other contractors, TDY organizations, etc., for work orders.

1.1.4 Definitions and Acronyms. See Appendix B “Definitions and Acronyms”

1.2 Place of Performance and Hours of Operation

1.2.1 Place of Performance. Primary place of performance is on Minot AFB. The central office for the 5th Communication Squadron is located at Building 121 Summit Drive. Other locations include offices and work areas on Minot AFB and Missile Alert Facilities located within North Central North Dakota (See Appendix C, “MAF Location”). Travel is included under Operation and Maintenance Costs and is not separately priced.

1.2.2 Hours of Operation. Normal duty hours of operation are between 7:30 through 4:30 Central Time, Monday through Friday, excluding all Federal holidays. The Contractor is responsible to work the hours as needed to support his contract. The site lead and or assistant site lead will be available on station during all normal duty hours. The network technician or alternate network technician will be on station during all normal duty hours. Overtime premiums are not reimbursed by the Government under the terms of the contract; therefore, change in shift or shift premiums and reimbursement must be negotiated solely between the Contractor and its employees in accordance with applicable labor laws. The Contracting Officer’s Representative (COR) must be notified at least 24 hours prior to any change in schedule. Additionally, the COR will notify the Contractor at least 48 hours of any upcoming schedule change. Due to the mission of Minot AFB, emergencies may occur which will preclude advanced notification. If an emergency occurs, notifications must occur as soon as possible before the event.

1.2.3 Period of Performance. This contract will be awarded annual with a base period plus three option years (if exercised). This project may be incrementally funded, which may result in extensions to the end date of this contract.

1.3 General Information

1.3.1 Privacy Act. Work on this project may require that personnel have access to Privacy Information.

Personnel must adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations. If the Contractor determines that unauthorized personnel had access to Controlled Unclassified Information (CUI) material, such as the Base map or Communications and Information Systems Installation Records, the Contractor Site Manager will immediately notify the COR and cooperate fully with any investigation.

1.3.2 Security and Safety.

1.3.2.1 At the end of each work period, all Government facilities, equipment, and materials must be secured.

1.3.2.2 Excusable Delays: If weather conditions or safety concerns delay work and impact schedule, the Contractor must seek excusable delays through the Contracting Officer and COR rather than risk job site safety.

1.3.2.3 Pass and Identification Items: The Contractor must ensure the following pass and identification items required for contract performance are obtained for employees and non-government owned vehicles requiring access to Minot AFB to perform contract requirements:

1.3.2.3.1 The Contractor is responsible for providing information to assist in completing background checks and fingerprinting for common access cards for those employees and sub-contractors requiring access to Minot AFB. Those Contractor employees whose background checks reveal adverse criminal history may be denied access to Minot AFB. The Contractor must comply with all requirements and procedures listed in this Performance Work Statement, as well as all requirements required for access to Government facilities. The Contractor must ensure the pass and identification items required for contract performance are obtained for employees.

All Contractor employees must undergo a background check conducted by 5th Security Forces Squadron prior to issuance of base access credentials. Only identification cards or driver's licenses from REAL ID compliant states or territories will be accepted. For a full list of REAL ID Act and compliant and non-complaint states, please visit https://www.dhs.gov/current-status-states-territories. Contact 5th Security Forces Squadron for alternative forms of acceptable identification to conduct background checks. All documentation must be submitted for base passes or base identification per Base Security Requirements. Contractor personnel must obtain and wear specific Contractor base passes. Contractor personnel who have personal Department of Defense (DoD) retiree or dependent identification cards (ID), must not use those personal ID cards for base access when performing contract work. All Contractor personnel who operate a vehicle in performance of this contract must possess a valid driver’s license, current registration and insurance. Failure to turn in a base credential when requested can result in a non-recommend from Security Forces for future base access. The Contractor is responsible for employee inability to obtain base access required for contract performance.

The Contractor will be responsible for ensuring their employees are added to the Security Forces Entry Authorization List (EAL) to facilitate servicing within the flight line, Weapon Storage Area, and Missile Facilities.

1.3.2.3.2 The Contractor is responsible for tracking and retrieving badges from employees upon separation, termination, or completion of business on Minot AFB. Badges from employees no longer working on the contract must be turned in to the COR, Contracting Officer, or base pass and ID office within thirty days of leaving.

1.3.2.4 Common Access Cards (CAC). Contractor must be able to obtain a CAC for access to government systems for daily work performance. The trusted agent for the Defense Manpower Data Center, Trusted Associate Sponsorship System (TASS) will process requests and validations as required. Minimum requirements for a CAC are National Agency Check with Inquiries (NACI) and fingerprint clearance. Contractor personnel will complete required local documentation to complete the CAC application process. Contractor personnel will be made aware of the necessity for safeguarding CACs and the requirement for reporting any loss of

CAC.

1.3.2.5 Security Clearance: The Contractor is responsible for obtaining Restricted Area Badges to allow access to Weapon Storage Area and Missile Facilities. The Contractor must obtain a security clearance at the Secret level within 6 months after contract award. Due to length of security clearance process the contractor should begin the application as early as possible.

1.3.2.5.1 The Contractor must provide security to a level necessary to meet the requirements of the tasks requested. Contractor's work effort must not be above the level of SECRET. Contract personnel must retain a SECRET level clearance for the duration of the task order. The Contractor shall comply with all applicable security classification guides. The following Security Classification Guides are applicable to this effort.

1.3.2.5.2 The government will prepare a DD-254 “Department of Defense Contract Security Classification Specification” at solicitation and updated at Contract Award. This form must be updated every two years or whenever any change occurs. The Contractor must provide timely responses to all DD-254 updates and changes

1.3.2.6 Contractor personnel must comply with all Antiterrorism and Force Protection measures in the event there is a threat to the installation. Contractor personnel must be required to complete and maintain currency on any Air Force or DoD-directed mandatory training courses as they apply to the unit. Although the requirements list is subject to change, current requirements include Cyber Awareness, Emergency Management, and OPSEC Campaign.

1.3.3 Environmental and Safety

1.3.3.1 The Contractor must initially meet with appropriate local safety and health, security, environmental, and civil engineering offices within ten days after start of contract performance to:

1.3.3.2 Determine any potential problems with the projected work in areas that may contain asbestos, hazardous materials, and hazardous wastes and local procedures to be followed in the event such problems are encountered.

1.3.3.3 Determine local procedures to be followed concerning the use, disposal, or reporting of use of hazardous materials. Material Safety Data Sheets (MSDS) must be submitted in accordance with FAR Clause 52.223-3, “Hazardous Material Identification and Material Safety Data,” for any hazardous materials (paints, solvents, cleaners, encapsulating compound, etc.) to be used in performance of the contract. The MSDS must be on file with the Base Environmental Management Office prior to any use of the hazardous material.

1.3.3.4 Ensure that any required environmental surveys have been accomplished and that any problems identified have been resolved. An environmental survey is required at each site requiring demolition, construction, or upgrade before work can begin. The Contractor must advise the COR immediately upon learning that an environmental survey has not been accomplished. The Contractor must not begin work until the environmental survey has been accomplished and any problems identified have been resolved.

1.3.4 Traffic Laws: The Contractor must comply with base traffic regulations.

1.3.4.1 Accident and Incident Reporting and Investigation. The Contractor must record and report all available facts relating to each instance of accidental Government property damage or Contractor personnel injury to the Contracting Officer’s Representative (COR) within two hours of the incident. The Contractor must secure the scene of any accident and wreckage until released by the accident investigative authority through the Contracting Officer (Contracting Officer). If the Government elects to investigate the incident, the Contractor must cooperate fully with the COR, Contracting Officer, and other Government investigation personnel until the investigation is completed.

1.3.5 Weapons Firearms and Ammunition: Contractor employees are prohibited from possessing weapons, firearms, or ammunition on themselves or within their Contractor-owned vehicle or privately owned vehicle while on Minot AFB.

1.3.6 Base Civil Engineering Work Clearance Requests.

1.3.6.1 The Contractor must prepare and coordinate a Base Civil Engineering Work Clearance Request, AF Form 103, prior to any trenching, digging, boring, or structural modifications. Trenching, excavation, confined spaces entry, confined spaces atmospheric testing or forced air ventilation, and marking and barricading of open trenches are to be performed in accordance with Occupational Safety and Health Act (OSHA) standards, Air Force Occupational Safety and Health (AFOSH), any local procedures and any other provisions of this contract.

1.3.7 Deliverables and Reports. In addition to the applicable requirements, the Contractor must provide the following deliverables and reports. Unless specifically identified elsewhere, the Contractor must provide required deliverables electronically in the contractor’s format, using Microsoft Office 2016 compatible products or Adobe PDF. Microsoft Office products must use the Open XML format, e.g. .docx,.xlsx, or .pptx. All submissions due monthly infer the deliverable must be delivered by the fifth duty day of the following month (i.e., October Report is due by November 5th or next duty day). For all quarterly submissions, the deliverable must be delivered by the fifth duty day of the following quarter (i.e., July – September Report is due by October 5th or next duty day).

1.4 Key Personnel.

1.4.1 Company & Personnel Qualifications

1.4.1.1 The Contractor is solely responsible for ensuring sufficient personnel are assigned to this contract and all personnel are qualified to perform the requirements listed, including those required by the Original Equipment Manufacturers (OEM) requirements to maintain, install, or operate the equipment covered by this contract. The Contractor must also ensure sufficient personnel are assigned to cover intermittent work order surges. The Contractor must identify key personnel positions in the technical proposal regardless of the type of task. Overtime premiums are not reimbursed by the Government under the terms of the contract; therefore, change in shift or shift premiums and reimbursement must be negotiated solely between the Contractor and its employees in accordance with applicable labor laws. The following are the minimum personnel who must be designated as “key personnel.” The Government does not intend to dictate the composition of the ideal team to perform this contract (i.e., if the Contractor intends to propose additional labor categories as “key”). The Government desires that key personnel be assigned for the duration of the Contract. The Contractor must provide the resumes of the personnel filling key roles with the proposal.

1.4.1.1.1 NOTE: The intent of the resume is to provide the Government with a technical understanding of the Contractor’s employees.

1.4.1.1.2 NOTE: The Government will not approve or disapprove of the resume; however, the Government may provide feedback and request further clarification.

1.4.1.1.3 On-Site Lead

1.4.1.1.4 The On-Site Lead must be a Prime Contractor Employee

1.4.1.2 The Contractor must also have sufficient personnel to perform the following functions. The Contractor is solely responsible for ensuring sufficient personnel are assigned to this contract and all personnel are qualified to perform the requirements listed:

1.4.1.2.1 VoIP Network Switch Technician

1.4.1.2.2 Installation, maintenance, repair and support of Inside Plant and Outside Plant equipment

1.4.1.3 The successful Contractor must have on staff for the duration of the contract (or must be able to subcontract) a Cisco Certified Network Professional (CCNP) with specific voice certifications to ensure technical solution and costing requirements are met for requests to integrate and collaborate other voice services with the BCM, as well as perform all tasks associated with System Administration of the BCM (to include, but not limited to patches, PKI certification updates, BCM database external backups). A letter confirming the individual employment or intent to employ must be included with their submittal. This letter must be resubmitted within fifteen days after the Contracting Officer issues the Letter of Intent to exercise an option year.

The Contractor will provide on-site personnel who meet the following requirement:

1.4.1.4 At a minimum, two on-site personnel (one must be the network switch technician) assigned to this Contract must maintain a current approved DoD 8570 IAT Level II Certification for the duration of the contract. The Contractor must submit proof of certification to the Contracting Officer and the COR within forty-five days of contract award and within fifteen days of a hiring action required to meet this paragraph. The contractor must provide proof of recertification within fifteen days of recertification.

1.4.1.5 Network Administration: As the base has transitioned to a Voice over Internet Protocol system, network technicians must have access to the call manager server and all other voice-related servers via administrative privileges. Administrators and Network Technicians for the Base Call Manager must obtain and maintain a minimum DoD 8570 IAT Level II Certification.

1.4.2 Authority: In the event the successful Contractor elects to subcontract any part of the services required, the On- Site Lead must have the authority to represent the Contractor, including speaking on behalf of the Contractor.

1.4.3 Contractor Personnel: Contractor personnel must present a neat appearance. Contractor personnel, while performing work on this contract, must be easily recognizable while on the installation.

This must be accomplished through the wear of distinctive clothing, overcoats, or hats bearing the company name or logo. The coloring or design of the items selected should be such that they identify personnel easily and quickly for reasons of safety and personal protection. The Government is authorized to restrict the employment under the contract of any Contractor employee or prospective Contractor employee who is identified as a potential threat to the health, safety, security, general well-being, or operational mission of the installation and its population.

Additionally, Contractor personnel must identify themselves as contractor employees in telephone conversations and in formal and informal written correspondence.

1.4.4 Key Personnel Listing. Upon contract award, the Contractor must provide a key personnel listing and contact information to the Contracting Officer Representative (COR) prior to commencing work and update information on a continual basis as changes occur to ensure it is always current and correct throughout the life of the contract. All personnel must be proficient in understanding, reading, writing, and speaking the English language. The key personnel list must list the employees’ names, contact information, and function they support.

1.4.5 Incumbent Personnel. The Contractor must ensure a seamless transition in the transfer of workload from the incumbent Contractor by cooperating to the extent required to permit an orderly transition. To ensure the continued success of Minot AFB’s mission, the government highly recommends the recruitment and hiring of incumbent personnel to retain critical knowledge as it relates to the base inside and outside plant infrastructure. Regardless of personnel employed, the Contractor must be fully operational within thirty calendar days.

1.4.6 Technical Training: Ensure “Touch Maintenance” personnel are properly identified, trained, competent to perform core and non-core tasks and familiar with network hardware devices to provide required maintenance actions in compliance with DoD 8570.1-M certifications and other required training which may be listed in this Performance Work Statement document. The Government will not directly provide training and certification. The Government will provide technical training for new equipment requirements and technologies not addressed in this Performance Work Statement as determined by the Squadron Commander or Director and with final approval of the Contracting Officer.

1.4.7 Sub-Contractor Compliance: The Contractor must be responsible for ensuring sub-contractors satisfy the requirements set forth in the contract. The Contractor must include a provision in all subcontracts to require sub-contractor compliance with terms and conditions of this contract. A Sub-contracting plan is not required unless the Contract plans to sub-contract more than 50% of the work.

1.5 Government Furnished Property:

1.5.1 The Government will provide Government property as noted in Appendix E “Government Furnished Property” to assist the Contractor in the completion of this requirement. The Contractor must maintain all furnished property in accordance with manufacture’s recommendations and best practices.

1.5.2 Personal or contractor owned computers and equipment must not connect to the Government’s The Contractor must specifically identify in their proposal the type, amount, and periods required for any government resources, excluding those listed below.

1.5.3 The Government will provide the following:

1.5.3.1 Space: Administrative office and storage space.

1.5.3.2 Utilities: Electricity, water, sewage, heating and air conditioning for Government-provided space and facilities.

1.5.3.3 Security Forces: General on-base police service.

1.5.3.4 Emergency Medical Service: Minot AFB does not have Emergency Room service.

1.5.3.5 Base Civil Engineers: Fire prevention, inspection, and maintenance of Government-furnished fire systems and extinguishers.

1.5.3.6 Standard Operational Procedures, applicable regulations, manuals, texts, briefs, and other materials associated with the project and the hardware or software noted throughout this Performance Work Statement.

1.5.3.7 Equipment: The Government will furnish the following equipment. The equipment must be used for performance of this contract only and will be maintained by the Contractor and replaced at the Contractor’s expense if damaged occurs for other than fair wear and tear, modernization, or natural disaster. This list of equipment is subject to change as replacement equipment is received.

1.5.3.8 Government Support for CVC Efforts. Each Government-provided workspace will be equipped with a workstation computer connected to the Air Force’s Non-Classified Internet Protocol Router Network (NIPRNet) complete with the US Air Force Standard Desktop Configuration software suite and other software necessary to maintain Site Records. The Government will not provide software necessary to interface the Government computer with Contractor-provided equipment or software.

1.5.4 CVC Training. The Government will arrange training for two designated Contractor personnel at 38 ES facilities located at Tinker AFB, OK. Selected personnel are required to have a government-issued Common Access Card (CAC) in their possession for this training. The Government will provide the facilities, instructors, schedule of training dates, and all training materials and equipment. The Contractor is responsible for travel, lodging, and meals for Contractor personnel receiving training. Travel, lodging and meals must not exceed Government rates unless authorized by the Contracting Officer in accordance with the Joint Travel Regulation.

See https://www.gsa.gov/travel/plan-book/per-diem-rates and https://www.gsa.gov/travel/plan-book/transportation-airfare-pov-etc/city-pair-program-cpp for more information. CVC training travel must be approved by the Contacting Officer.

1.6 Contractor Furnished Items.

1.6.1 The Contractor is responsible to have all necessary vehicles, supplies, tools, and test and support equipment on site to maintain the base voice systems and both inside plant and outside plant infrastructure.

2 Objective, Scope., and Government Exceptions

2.1 Objective.

2.1.1 The Contractor must support base mission changes; major or minor Base Telecommunication Services infrastructure modifications; and other support requirements necessary for the Base Telecommunication Services to meet mission requirements. Base exercises or actual ongoing base security events frequently interrupt missions. Support requirements may originate from technology changes, hardware and software systems upgrade, reconfigurations, new or additional equipment, premise wiring cable installations and upgrade, and Network Control Center (NCC) reconfigurations.

This includes routing/diversity requirements and any other environmental changes that could impact or alter the Base Telecommunication Services.

2.2 Scope.

2.2.1 The Base Telecommunication Services consists of the base’s deployed Unified Capabilities solution to include the Base Call Manager and collaborative services to include Cisco Unity Connection (CUC) (voice mail), Cisco Unified Contact Center Express (UCCX) (ACD services), Cisco WebEx Meetings Server (CWMS) (voice conferencing), and session border controllers. It also includes the outside plant (OSP) and inside plant (ISP) infrastructure and systems, network transmission systems, and other equipment as described in this Performance Work Statement.

Contractor must operate, manage, and maintain, and administer Voice over Internet Protocol (VoIP) associated components to include VoIP server software and certifications, VoIP Gateways, patch panels, backup SFTP server, and VoIP phones as deployed. The Contractor must operate and maintain all Base Telecommunication Services equipment and systems in accordance with (in accordance with) the Original Equipment Manufacturers’ (OEM) technical manuals and specifications, Department of Defense (DoD) and US Air Force (AF) policy and regulations, applicable federal, state, and local laws and regulations. The Contractor must have the ability to invoice/bill non-base customers/organizations (i.e., other contractors, tenant organizations, TDY organizations, etc.) for work orders. Normally this is accomplished using a credit card. Billing POC and other required information will be provided on the work order at the time of initiation.

2.3 Government Exceptions

2.3.1 The Government reserves the right to solicit third parties to perform upgrades, patches, redesigns, expansions, system removal and all other aspects pertaining to the telephony and transport environment. The Government reserves the right to leverage these services in lieu of the Contractor’s provided services and any cost associated to those services.

3 Operate, Maintain, and Support Requirements

3.1 General

3.1.1.1 The Contractor has overall responsibility to properly operate, maintain, and support maintain the Base Telecommunication Services. Appendix D “Government Furnished Equipment” identifies Government Furnished Property (GFM) requirements. O&M actions include all actions taken by the Contractor to operate and maintain equipment and systems in a serviceable condition or to restore it to a serviceable condition to include inspection, periodic testing, adjustment, and repair.

3.1.1.2 Monthly maintenance must include trouble tickets for outside plant and inside plant from the DCO through the building telecommunications DEMARC to customer end device, e.g., voice, LAN, and outside cable plant outages (such as cable splice degradation). The effort includes the replacement/installation of defective circuit packs and Customer Premise Equipment (CPE), preventive maintenance in accordance with applicable publications and other routine work to optimize the life expectancy of the equipment and cable systems. All trouble tickets to replace faulty connections or cabling will be completed under monthly maintenance unless customer “tampering” has been identified by the Contractor and the Contractor has made a COR aware of the “tampering.” The COR will make the final determination on all “tampering” cases. Work orders will be accomplished in accordance with the Work Order section of this PWS. Operation and Maintenance efforts must not be postponed or otherwise delayed accomplishing work orders. The Contractor is responsible for completing both O&M and work orders simultaneously to ensure contractual timelines are met for both. Contractor must track and document Base Telecommunication Services O&M activities in the Telecommunications Management System (TMS) or approved Automated Information System (AIS), as directed by the COR.

3.2 Perform Unified Capabilities Systems O&M

3.2.1 The Contractor must operate and maintain the voice systems in accordance with Original Equipment Manufacturer (OEM) procedures. Acceptable standard performance level must be measured by a determination of the total systems availability (up time) and reliability rating during any given month. A period of 30 minutes down time per system must not be exceeded during any 1-month period without valid justification. All equipment or services installed by the Contractor must automatically become part of the O&M services. Outages will be logged in the Maintenance Repair Log.

3.3 Voice Over Internet Protocol (VoIP) System

3.3.1 The Contractor is responsible to operate and maintain the systems to include Voice over Internet Protocol (VoIP) and associated components (i.e., communications manager, unified messaging, unified contact center, Webex, Publisher, Subscriber, Unity, etc.). This includes all required database administration such as (but is not limited to): management; administration and maintenance; performing software functions (i.e. number reclamation) and translations for any trunk, circuit or line configurations required by on-base systems or users; provisioning trunks, circuits or lines on VoIP analog gateways; apply information assurance configurations (i.e.

upgrades and patches); activation and assigning features; data administration, to include installation, relocation, and/or removal of circuits, lines and phones; trouble assistance; and records administration. The Contractor's demarcation for VoIP must not extend beyond the first Ethernet port connection of the assigned base network but must retain responsibility for the end instrument. The Contractor will not be responsible for base network equipment (i.e., switches, etc.). However, Contractor will coordinate with base network personnel to ensure proper quality of service (QOS) for UC traffic across the network.

3.4 Telecommunications Management System

3.4.1 The Contractor is required to keep the Telecommunications Management System (TMS) Configuration Accounting Information Retrieval System (CAIRS) up to date and accurate regardless of if changes are made dynamically or statically. The Contractor must be responsible to ensure all moves, adds, changes, and disconnects for voice or cable records are updated or verified for accuracy within five business days of work being completed. The Contractor will be required to verify and update a minimum of 100 Government approved CAIRS records per month to ensure the accuracy of location information as it pertains to the telephony and cable environment. The Contractor must keep a record of verified stations throughout the Period of Performance of the Contract, under no circumstance should the accuracy of the CAIRS records be below 90%.

3.5 Perform Inside Plant (ISP) and Outside Plant (OSP) O&M

3.5.1 Contractor must maintain, repair, and install ISP and OSP cable and equipment in accordance with applicable documents listed in this Performance Work Statement. O&M for ISP and OSP includes identifying and repairing cabling malfunctions, testing of cabling when requested by the government (testing for FOC will include ODTR and power meter testing at both ends) and verification of cable labeling.

3.6 Preventive Maintenance Inspections (PMIs)

3.6.1 Contractor must perform PMIs as required on all systems covered by this contract in accordance with OEM recommended or established schedules and manuals. The Contractor must provide the PMI schedule in accordance with the Maintenance Support Plan. PMI inspection records must be submitted to the COR monthly. Contractor must elevate any problems and identify any trends to the COR in writing within two workdays. When directed by the COR, Contractor will also perform semiannual and/or annual drawing reviews and update as necessary all ISP and OSP cables in the Cyberspace Infrastructure Planning System (CIPS) as PMIs. These PMIs will be listed, scheduled, and tracked as directed by the COR. The Contractor will be responsible for all equipment and effort needed to accomplish the annual PMI drawing review/updates.

3.7 Spare Conductor Test.

3.7.1 Contractor must perform a scheduled PMI test of all spare conductors. PMIs must test and document at least two selected, out of service pair (one low and one high numbered pair) in each 25-pair group of every cable terminating in the DCO. These PMI tests are to be accomplished quarterly. Test results must be documented in accordance with Base Telecommunication Services Work Center Records.

3.8 Cable Analysis

3.8.1 The Contractor must determine the cable fill rates when requested from a COR and file electronic reports of each analysis. Contractor must notify the COR when cable fill rates exceed 75 percent of facility feed cable. Contractor will coordinate grounding rod compliance status as part of PMI.

If not current, Contractor will notify COR for action. Contractor will update CVC as necessary to record accurate cable information.

3.9 Outside Plant Infrastructure

3.9.1 Manholes and Handholes. The Contractor must perform annual PMIs on 10% of the base’s total outside plant cable infrastructure system (currently 900 manhole and handholes at Minot AFB);

manholes, hand holes, pedestals, and building cable terminations. These inspections must be covered under monthly maintenance. The intent is for the Contractor to accomplish PMIs on a new 10% every year. If the Contractor is working in a manhole or handhole not scheduled for a PMI, the Contractor should correct any discrepancies before the job is considered complete. The manhole/handhole will be documented in the monthly PMI report. Records must be available for inspection and analysis by the Government to facilitate repair actions. All manholes and handhole PMIs will be tracked through an Excel document. The Contractor must inspect each manhole/handhole for the following discrepancies and correct as required:

3.9.1.1 All cables will be identified and tagged. At each splice, tags will be placed on each side of the splice identifying each cable. In manholes and handholes with pull through cables, each cable will be identified with a tag in accordance with TIA-606B.

3.9.1.2 All cables will be racked to the manhole and handhole cable supports.

3.9.1.3 All manholes and handholes must be cleaned of mud, water, and any other debris.

3.9.1.4 All vacant ducts will be sealed; ducts with cables installed will also be sealed.

3.9.1.5 Update the CVC database indicating the correct GPS location for the manhole or handhole and record all descriptive information for splices, cables, ducts and other communication features in the manhole or handhole.

3.9.2 Building Terminals. The Contractor must inspect building terminals at the request of a COR (as part of monthly maintenance) or prior to the installation of new circuits which must be accomplished as a work order. All building terminal inspections completed will be tracked electronically by the Contractor. The Contractor must inspect each terminal for the following discrepancies and correct as required:

3.9.2.1 Verify the correct location, number, and cable count.

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

3.9.2.3 Ensure cable is tagged correctly.

3.9.2.4 Verify all working circuits in the facility and remove any unused jumpers.

3.9.2.5 Remove all unused cross-connects, including those outside the DCO.

3.9.2.6 Ensure terminal is properly secured to the wall, grounded, and is clean.

3.9.2.7 Update the CVC and CAIRS database with pertinent information.

3.9.2.8 Distribution Pedestal Terminals. The Contractor must inspect Distribution Pedestal terminals at the request of a COR. All pedestal inspections completed will be tracked electronically by the Contractor. The Contractor must inspect each terminal for the following discrepancies and correct as required:

3.9.2.9 Visually inspect for unterminated pairs.

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

3.9.2.11 Ensure cable is grounded to a ground rod; notify COR immediately if ground rod is not available to complete maintenance action.

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

3.9.2.13 Ensure terminal is correctly installed.

3.9.2.14 Verify all working numbers and remove any unused.

3.9.2.15 Remove all unused cross-connects.

3.9.2.16 Update the CVC database with descriptive information.

3.10 System and Service Outages, Trouble Calls, and Trouble Tickets.

3.10.1 Contractor Availability.

3.10.1.1 The Government must be able to contact Contractor’s On-site Lead at any time. The Contractor must respond in case of emergencies, outages, alerts and exercises, twenty-four hours a day, seven days per week. If contacted, the Contractor must report for duty and provide services as necessary until the emergency, alert, or exercise is completed or as directed by COR.

3.10.2 Scheduled Outages.

3.10.2.1 Contractor must identify, coordinate, and schedule service outages in order of severity and duration with the COR. The Contractor must schedule such outages to minimize inconvenience to users based upon Government user work schedules. This may require working outside of normal duty hours. The user must release all affected equipment and circuits prior to any service disruption. The Contractor must follow established local procedures for scheduling and implementing scheduled outages. Notification must include the reason for the interruption, start and stop times, duration and the equipment, lines, and buildings affected. The Contractor must log the outage in accordance with the guidance in this Performance Work Statement. See Appendix D, “Historic Workload” for historic workload. Work must be accomplished at no additional cost to the Government.

3.10.3 Restoration and Completion of Outages, Trouble Calls, or Trouble Tickets.

3.10.3.1 The Contractor is responsible for accepting, documenting and processing all voice and cable-related trouble tickets. The Contractor will interface with the customer over the phone and are required to document voice and cable-related trouble tickets using Remedy and/or CAIRS. If multiple facilities, areas, primary trunks, or cables are impacted, the COR will assign the category of the outage and establish the repair priority. The Contractor must respond on site and initiate repair actions within the specified time listed below from the time the COR advises the Contractor of the problem. However, exceptions to time limits may be allowed, with the verbal approval of the COR or Contracting Officer. The Contractor must restore services in the priority order determined by the COR. The Restoration Priority List (RPL) must apply in the absence of the COR. The Contractor must continue to work on repair actions until service is restored based on priority. The Contractor must work closely with the COR on Emergency and Priority service or system outages, trouble calls/tickets and verbally notify the COR upon restoration of service providing the time service was restored and a description of repair action. Contractor must maintain accurate and readable electronic records of all scheduled interruptions and must include the reason for the interruption, authorizations, action taken, equipment or lines affected, and dates and times of coordination and restoration. If an outage significantly affects a mission, the COR may designate the category of outage as the mission dictates. Any loss of call handling capability or network connectivity is further defined below. Outage and trouble call categories are defined as:

3.10.3.2 Emergency.

3.10.3.2.1 Contractor must respond on-site within two hours, off-site within five hours and continue work until service is restored unless otherwise approved by the COR. If expedition of parts or labor necessitates additional cost, pre-approval is required and must be authorized by the Contracting Officer Representative. If an outage or issue significantly affects a mission, the COR may declare the outage or issue as an Emergency. Emergency outages and issues are classified as any of the following:

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

3.10.3.2.3 Any damage to outside plant cabling

3.10.3.2.4 Major alarm of any switching system identified in Appendix A

3.10.3.2.5 Full or partial loss of any Primary or Secondary Crash System

3.10.3.2.6 Loss of Base Command and Control Telephone Network (BCCTN)

3.10.3.2.7 Failure of one or more circuits listed in the Base RPL

3.10.3.2.8 Loss of LAN connectivity affecting 100 or more users

3.10.3.2.9 Affects security or emergency type operations, including Emergency Operations Center (EOC); as well as those affecting mission and safety.

3.10.3.2.10 Affect specifically identified events or exercises.

3.10.3.3 Priority Outage. On-site response within six hours and restore service as soon as possible but must not exceed one duty day. Off-base response within one duty day and restore service as soon as possible but must not exceed two duty days.

3.10.3.3.1 Loss of over 25% or more of total call handling capability of any communications system

3.10.3.3.2 Loss of copper or fiber connectivity to Land Mobile Radio (LMR) telephone or radio circuits.

3.10.3.3.3 Total loss of telephone service within a building

3.10.3.3.4 Loss of LAN connectivity affecting 15-99 users

3.10.3.4 Routine Outage.

3.10.3.4.1 On-site response is required within two duty days and restore service as soon as practicable but not to exceed five duty days. Routine outages are any outages not included in the above categories.

3.10.4 Outage and Issue Cause Identification

3.10.4.1 The Contractor must determine if a recorded problem or system failure is attributable to the Base Telecommunication Services or other causes. The Contractor must immediately notify the COR if the malfunction is determined to be due to other causes, e.g., outside the Contractor-maintained system and equipment. The Contractor may be liable for the cost of any third-party service calls or charges necessary to isolate and repair the problem if it is later determined that the cause of failure is related to the Base Telecommunication Services or failure of proper O&M of the system.

3.11 Cable Location, Staking, and Marking

3.11.1 The government will issue Cable Location, Staking, and Marking as monthly maintenance.

Contractor must provide location, staking, and marking services primarily using paint as standard.

Other methods of staking must include flags, whiskers, marker ball and directional plate when applicable on Base Telecommunication Services encased or direct buried conduits/cable when requested by the COR. Contractor must mark all cable as requested by COR and or customer during the base period and each option period (if exercised) not to exceed 60,000 feet annually. In accordance with AF Form 103, the customer is responsible for keeping marks visible. If additional quantities or re-markings of locating, staking, and marking services are required, they will be ordered via a work order with the appropriate PID. Contractor must keep all locates, markings, and photos in electronic format. The Contractor must locate, and mark buried cable within three feet of the actual location at 10-foot intervals and at direction changes. The marking must begin 10 feet from the point of entry into the excavation site and must continue 10 feet past the point of exit from the excavation site for the communications utilities that transverse the excavation site. Contractor must complete location, staking and marking within the specified time listed below. All digging permits are routine unless otherwise directed by a COR. The Contractor must request time extensions in writing and will obtain approval of the COR.

3.11.1.1 Emergency Request: Within three hours of notification.

3.11.1.2 Routine Request: Within three duty days of notification.

3.12 System Cross-Connect and Disconnect Services

3.12.1 Contractor must perform system cross-connect and disconnect services. All cross-connects and disconnects, which are required or incidental to the performance of O&M actions (including those outside of the DCO), must be included as part of the O&M service. Cross-connects and disconnect services for establishment of new services must require a work order.

3.13 Administrative Changes (BCM Admin Change).

3.13.1 Admin changes (add, remove, change numbers) are programming changes made through the BCM to include but not limited to display, line appearance, ringing, groups, intercom, paging access. Admin changes will be part of monthly maintenance (O&M service) and will not require a work order to accomplish. Voice Mail password reset also falls under Admin changes and will not require a work order.

3.14 Call Accounting System (CAS).

3.14.1 The Contractor must operate and maintain the CAS. Current systems being utilized are Real Time Monitoring Inc. (RTMI), CAIRS and BCM. This includes storage and output of records and formatting of the switching system. Upon notification of software upgrades and server patches, installation will be completed not later than ten duty days from notification.

3.15 Voice Mail – Unified Messaging.

3.15.1 The Contractor must provide voice mail and unified messaging O&M and will also perform System Administration for the Cisco Unity Connection Server (CUC). This includes all required database administration such as (but is not limited to): management and administration of system network table and networking plan for multiple systems; apply information assurance configurations (i.e., upgrades and patches); system integration with the base’s enterprise e-mail services for unified messaging; additions; deletions; modifications to user’s voicemail box;

password resets; distribution list; holiday schedule tables; daylight saving time. Functions also include diagnostic, maintenance, upgrading, and minor programming changes on software applications. Setting up new voice mail accounts falls under O&M; however, a zero-cost ticket will be processed for documentation purposes.

3.16 Voice Protection System (VPS).

3.16.1 The routine maintenance of the VPS system is via 83 NOS/DOOI (INOS-W). Contractor must respond to any requests for local maintenance as directed by the COR.

3.17 Automatic Call Distribution (ACD) System.

3.17.1 The Contractor must provide O&M for the Cisco Unified Contact Center Express (UCCX). O&M includes all required database administration such as (but is not limited to): adds, moves, changes,…