Attachment A -Performance Work Statement.docx

RFQ# 12805B22Q0204

RFQ# 12805B22Q0204

Attachment A – Performance Work Statement

Project: Installation of a VOIP Telephony Communications solution Knipling-Bushland U.S. Livestock Insects Research Laboratory United States Department of Agriculture Agricultural Research Service 2700 Fredericksburg Road Kerrville, TX 78028

Prepared by Michael Growney 04/27/2022

ACRONYMS:

1) GENERAL INFORMATION

Scope of Work: As part of the site Modernization Project, the Knipling-Bushland U.S. Livestock Insects Research Laboratory (KBUSLIRL), USDA ARS PA US Livestock Insects Research Lab, located at 2700 Fredericksburg Road, Kerrville, TX, 78028 is requiring telephony services to replace the current system and establishing a new cloud based VOIP service. The VOIP service will provide and help KBUSLIRL achieve cost-effective operations and administration of its own Voice infrastructure, provide predictable equipment and personnel-related costs, reduce operating and maintenance costs, and minimize expenses and reduce the potential for unscheduled outages that can arise from unexpected network incidents and complex voice network problems.

Background: The Livestock Arthropod Pest Research Unit of the Knipling-Bushland U.S. Livestock Insects Research Laboratory is the primary USDA location to provide research regarding for the Cattle Fever Tick Eradication Program and the Screwworm Eradication Program of USDA-APHIS, the U.S. cattle industry, and the public, innovative systems benefiting from genomics science and remote sensing for the elimination or progressive control of invasive ticks, the New World Screwworm, and blood-feeding flies of veterinary and medical importance Over the past several years, the U.S. Department of Agriculture (USDA) has made multiple strides in advancing its internal capabilities as well as modernizing their essential research facilities. This includes the Information Technology and telephony hardware and services to support this research.

2) CONTRACTOR REQUIREMENTS

a) Voice security management - Support services for protecting the USDA enterprise infrastructure: if applicable, detect and block Time-division multiplexing (TDM) & Voice-over-Internet Protocol (VoIP) attacks over trunk circuits; control enterprise voice network access and service use; provides a solution with the ability to enforce real-time, rule-based policies on a voice network to allow or terminate calls based on the user-specified rules.

b) Planning and Design – Vendor will initiate the planning and design process and introduce the Business Requirements Document to the Customer at the beginning of the project and will consist of structured planning activities for a period of up to one (1) weeks. This process will define and capture the project-wide deployment holistically including all sites and users. This process will cover:

i) User Upload;

ii) Data collection for End-User and Administrator Training;

iii) Porting data;

iv) Call flow(s);

v) Roles and Permissions;

vi) Delivery Overview;

vii) Go-Live Readiness Report;

Network Readiness Assessment

c) Technical Requirements/Tasks:

i) Voice Over Internet Protocol Services (VOIP) providing Local Service (dial tone), Long Distance, Hardware, software, licenses and agreements.

d) Voice application and systems:

i) Desk Phone Service including phone to PC cat 5e or greater cabling

ii) Voice Messaging (Voicemail)

iii) Directory Services

iv) Voice Conferencing

v) Video Conferencing

vi) Fax Services

e) Contact Center Services, including:

i) Interactive Voice response (IVR)

ii) Automated Call Distribution (ACD)

iii) Computer Telephony Integration (CTI)

f) Telephone Number Porting

i) KBUSLIRL is responsible for authorizing the telephone number porting by vendor.

ii) Vendor shall assist the with the following tasks for each site or migration:

iii) the initial submission of port requests and shall assist with ejections/resubmissions.

iv) with all porting requests up to sixty (60) days following the final migration / go live event, unless otherwise mutually agreed upon.

g) System Administrative Training:

i) Vendor shall provide Administrative training to the designated support staff.

ii) Building, activating, disabling and deleting users;

iii) Managing user settings with role, templates, and User groups (if applicable);

iv) Managing system setup and maintenance via the Admin Portal including phone company info, caller ID, and directory assistance;

v) Managing phones and numbers including assisted provisioning;

vi) Call flow management;

vii) Reports and call logs; and

viii) Familiarization with Support/Training/Help resources

h) Network Readiness Assessment

i) Vendor will provide an assessment of the primary Internet Service Provider (ISP) connection.

ii) Network Requirements Documentation;

iii) Satellite installation guide;

iv) Assistance with satellite installation;

v) Document and share results of network assessment for Customer reference

i) End User Training

i) Standard End User

ii) Train the Trainer (Standard End User)

iii) Exec Assistant/Front Desk

iv) Remote User

j) Support requirements:

(1) Vendor will provide support services and expertise in specific functional areas as well as for providing support personnel to manage video/voice conferencing, and customer contact services that may include but not limited to the following:

(a) Desk Phone Support Services

(b) Support Services for Local and Long-Distance Services

(c) Support Services for Voice Messaging

(d) Support Services for Directory Services

(e) Support Services for Voice Conferencing

(f) Support Services for Video Conferencing

(g) Support Services for Contact Center Services

3) GOVERNMENT FURNISHED EQUIPMENT (GFE):

a) Networking: All core networking services, and associated equipment will be provided through the USDA OCIO enterprise networking services or other related service as required.

b) Configuration and support for GFE can include:

i) LAN/WAN infrastructure;

ii) Network minimum requirements for cloud based VOIP services

iii) Quality of Service (QoS) configuration;

iv) Firewall or Access Control List (ACL) configuration;

v) Power over Ethernet (POE) port activation / configuration;

vi) Configuration and software installation on customer PCs;

vii) Decommission and disposal of any legacy equipment;

viii) Customizations on individual User endpoints, or phone settings;

c) Physical Phones and hardware will be placed by USDA support staff prior to implementation of VOIP services.

d) Decommission and disposal of any legacy equipment will be performed by USDA support staff.

4) DELIVERABLES / SCHEDULE

a) Services shall be initiated no more than 10 business days once contract is awarded.

The period of performance of this contract is for a base period of 1 year and 4 option years for a total possible term 5 years:

5) Section 508 – Electronic and Information Technology Standards:

All hardware and services will comply with section 508 of the Rehabilitation Act Amendments of 1998. Section 508 requires that when Federal agencies develop, procure, maintain, or use electronic and information technology, they shall ensure that the electronic and information technology allows Federal employees with disabilities to have access to and use of information and data that is comparable to the access to and use of information and data by Federal employees who are not individuals with disabilities, unless an undue burden would be imposed on the agency.

Project: Installation of a VOIP Telephony Communications solution Zoom for Government, Zoom Phone Knipling-Bushland U.S. Livestock Insects Research Laboratory United States Department of Agriculture Agricultural Research Service 2700 Fredericksburg Road Kerrville, TX 78028

Prepared by Michael Growney Revised 06/01/2022

ACRONYMS:

2) GENERAL INFORMATION

Scope of Work: As part of the site Modernization Project, the Knipling-Bushland U.S. Livestock Insects Research Laboratory (KBUSLIRL), USDA ARS PA US Livestock Insects Research Lab, located at 2700 Fredericksburg Road, Kerrville, TX, 78028 is requiring telephony services to replace the current system and establishing a new cloud based VOIP service. The VOIP service will provide and help KBUSLIRL achieve cost-effective operations and administration of its own Voice infrastructure, provide predictable equipment and personnel-related costs, reduce operating and maintenance costs, and minimize expenses and reduce the potential for unscheduled outages that can arise from unexpected network incidents and complex voice network problems.

Background: The Livestock Arthropod Pest Research Unit of the Knipling-Bushland U.S. Livestock Insects Research Laboratory is the primary USDA location to provide research regarding for the Cattle Fever Tick Eradication Program and the Screwworm Eradication Program of USDA-APHIS, the U.S. cattle industry, and the public, innovative systems benefiting from genomics science and remote sensing for the elimination or progressive control of invasive ticks, the New World Screwworm, and blood-feeding flies of veterinary and medical importance Over the past several years, the U.S. Department of Agriculture (USDA) has made multiple strides in advancing its internal capabilities as well as modernizing their essential research facilities. This includes the Information Technology and telephony hardware and services to support this research.

3) CONTRACTOR REQUIREMENTS

a) Technical Requirements/Tasks/Hardware:

i) Zoom for Government, Zoom Phone must be FedRAMP approved and maintain a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services

ii) Zoom for Government, Zoom Phone will provide assistance to migrate phone numbers from previous service provider. Previous carrier information will be provided during transitional period.

iii) The following requirement is the Poly Desktop Business phones and associated hardware to compliment the Zoom Government Voice system. Contractor will assist with programming VOIP phone systems that will be purchase separately through GSA or other means.

b) Voice application and systems support:

i) Desk Phone programming

ii) Voice Messaging (Voicemail)

iii) Directory Services

iv) Voice Conferencing

v) Video Conferencing

vi) Fax Services

vii) Remote User

c) Support requirements:

(1) Zoom for Government, Zoom Phone will provide support services and expertise in specific functional areas as well as for providing support personnel to manage video/voice conferencing, and customer contact services. 24 hour online and phone support for priority issues.

(a) Priority Support Response for licensed admins defined:

(i) P1 – Response time 1 hour The Service is “down,” operation of the Service is severely degraded, or there is a critical impact to the Service due to a fault with the network or other software issue. No workarounds. Examples include failures of Zoom’s transmission services or software functions. Zoom will provide necessary resources around the clock to resolve this situation.

(ii) P2 – Response time 4 hours Significant aspects of the Service are negatively affected by inadequate performance of the network or other software issues. Partial or no workarounds. Zoom will provide resources during Zoom’s regional business hours to resolve the situation and additional resources outside of Zoom’s regional business hours as reasonably necessary.

(iii) P3 or P4 – For all other general issues related to a feature or a set of features where the operational performance of the service is not impaired, Zoom will provide reasonable resources during Zoom’s regional business hours and will assist in resolving the issue.

6) GOVERNMENT FURNISHED EQUIPMENT (GFE):

c) Networking: All core networking services, and associated equipment will be provided through the USDA OCIO enterprise networking services or other related service as required.

d) Configuration and support for GFE can include:

i) LAN/WAN infrastructure;

ii) Network minimum requirements for cloud based VOIP services

iii) Quality of Service (QoS) configuration;

iv) Firewall or Access Control List (ACL) configuration;

v) Power over Ethernet (POE) port activation / configuration;

vi) Configuration and software installation on customer PCs;

vii) Decommission and disposal of any legacy equipment;

viii) Customizations on individual User endpoints, or phone settings;

e) Physical Phones and hardware will be placed by USDA support staff prior to implementation of VOIP services.

f) Decommission and disposal of any legacy equipment will be performed by USDA support staff.

7) DELIVERABLES / SCHEDULE

a) Services shall be initiated no more than 10 business days once contract is awarded.

8) FedRAMP Requirements - The Federal Risk and Authorization Management Program (FedRAMP) is a government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. FedRAMP empowers agencies to use modern cloud technologies, with emphasis on security and protection of federal information, and helps accelerate the adoption of secure, cloud solutions. Zoom for Government, Zoom Phone meets this requirement and is listed on the Fedramp.gov website. https://marketplace.fedramp.gov/#!/product/zoom-for-government?sort=productName&productNameSearch=zoom

9) Section 508 – Electronic and Information Technology Standards:

All hardware and services will comply with section 508 of the Rehabilitation Act Amendments of 1998. Section 508 requires that when Federal agencies develop, procure, maintain, or use electronic and information technology, they shall ensure that the electronic and information technology allows Federal employees with disabilities to have access to and use of information and data that is comparable to the access to and use of information and data by Federal employees who are not individuals with disabilities, unless an undue burden would be imposed on the agency.

2700 Fredericksburg Road, Kerrville, TX, 78028