Attch 1 - UCE Market Survey - Draft Section C - Statement of Work 18 Oct 24.doc

Federal Aviation Administration

Unified Communications Enterprise (UCE)

Section C

Statement of Work

DRAFT

October 18, 2024 Table of Contents

1C.1 Introduction

1C.1.1 Purpose

1C.1.2 UCE Contract Scope

2C.1.3 Geographic Scope

2C.1.4 Managed Services Framework

3C.2 Applicable Documents

3C.2.1 General

3C.2.2 Government Documents

4C.2.3 Non–Government Publications

5C.3 Government Furnished Items and Services

5C.3.1 Facilities

5C.3.1.1 Equipment Space

5C.3.1.2 Workspace

5C.3.1.3 Environmental Control

5C.3.1.4 Electrical Power and Grounding

6C.3.1.5 Site Documentation

6C.3.1.6 Physical Security

6C.3.1.7 Equipment and Services

8C.3.2 Government Responsibilities

8C.3.2.1 Role of FAA Program Management Office

8C.3.2.2 Role of the Site Representative (SR)

9C.3.2.3 Site Preparation

9C.3.2.4 Cutover Activities

9C.3.2.5 Verification Activities

10C.4 Contractor Requirements

10C.4.1 UCE Capabilities

10C.4.1.1 Voice Telephony, Audio/Video Conferencing Services, and Other Capabilities

10C.4.1.2 CCS Capability

11C.4.1.3 Audio/Visual Services

11C.4.1.4 Ancillary Equipment, Supplies, and Materials

12C.4.1.5 User Portal

12C.4.2 Support Services

12C.4.2.1 General

13C.4.2.2 Program Management

18C.4.2.3 Quality Control (QC) / Quality Assurance (QA)

18C.4.2.4 Enterprise Planning and Engineering

21C.4.2.5 Enterprise, System and Capability Development

21C.4.2.6 Test and Evaluation

24C.4.2.7 Implementation, Installation, and Integration

30C.4.2.8 Service Implementation and Moves, Adds, and Changes

33C.4.2.9 Operations and Maintenance

37C.4.2.10 Customer Support

39C.4.2.11 Security Management

48C.4.2.12 Training and Orientation

C.1 Introduction C.1.1 Purpose This Statement of Work sets forth the requirements for the services to be provided by the Unified Communications Enterprise (UCE) Contractor. UCE is an evolutionary program for the Federal Aviation Administration (FAA) to continue the migration to an integrated enterprise architecture that began under the FAA Administrative Voice Enterprise Service (FAVES) program, with the objective of more fully leveraging Unified Communications (UCE) capabilities to enhance workforce connectivity and productivity.

UCE will also replace the Conference Control System (CCS) at the FAA’s Air Traffic Control System Command Center (ATCSCC) in Warrenton, Virginia. Going forward, the FAA may require CCS capabilities at other locations.

C.1.2 UCE Contract Scope

The scope of services, as defined in the UCE Technical Specification (Attachment J-1), to be provided under the UCE contract consists of:

1) Administrative voice and video services;

2) Replace the current CCS including but not limited to Development, Implementation, Testing, Operations and Maintenance, and Integrated Logistics Support;

3) Install and Maintain UCE Audio/Visual capability at Government-designated facilities; and

4) Support services needed to operate and maintain the FAA’s Administrative Voice and Video Communications Enterprise (both as it exists at contract award and evolves during the contract period of performance). This includes, but is not limited to planning for future needs and implementing and integrating new solutions within the FAA’s Administrative Voice and Video Communications Enterprise.

The scope of administrative voice and video services is broadly defined to encompass capabilities available within the FAA’s current administrative voice and video communications environment as well as the next generation of capabilities that will be available as voice and video communications systems continue to evolve. In addition to voice and video services, when ordered by the Government, the Contractor must also provide contact center functionality and audio/visual capabilities for FAA meeting spaces.

The scope of support services includes operating and maintaining legacy systems and assisting the FAA with its evolution to a modern, enterprise solution for providing administrative voice services to the FAA user community. The specific types of support services are identified in this SOW and they include:

1) Program Management; and

2) Quality Control (QC) / Quality Assurance (QA);

3) Enterprise Planning and Engineering;

4) Enterprise, System and Capability Development;

5) Test and Evaluation;

6) Implementation, Installation, and Integration;

7) Service Implementation and Moves, Adds, and Changes;

8) Operations and Maintenance;

9) Customer Support;

10) Security Management; and

11) Training and Orientation..

C.1.3 Geographic Scope The locations for the delivery of UCE services and capabilities include sites within the contiguous United States (CONUS) and outside the contiguous United States (OCONUS), e.g., Alaska, Hawaii, U.S. territories, and foreign countries. The majority of service delivery locations are Government facilities but may include commercial or other types of non-Government facilities.

For requirements specific to the UCE CCS capability, the geographic scope includes the FAA ATCSCC in Warrenton, Virginia, Government designated emergency operation centers, and other facilities identified by the Government.

C.1.4 Managed Services Framework

The UCE contract is based upon a Managed Services Framework in which: (1) the Government defines the requirements and orders the required capabilities and services; and (2) the UCE Contractor provides the capabilities and services meeting those requirements. The UCE Contractor is responsible for all facets of service delivery including the design, provisioning, operation, and management including monitoring, troubleshooting, and service restoration. All contractor functions are subject to Government oversight to ensure they are performed in accordance with contract requirements.

C.2 Applicable Documents

C.2.1 General

The documents listed in this section are cited in other sections of this SOW. While an extensive effort has been made to ensure the completeness of this list, the Contractor must meet all requirements in the documents cited in this SOW regardless of whether they are listed below.

The Contractor is responsible for reviewing all applicable documents, understanding their impact on the delivery of the required services, and complying with the applicable requirements. The most current version of each document at time of contract award will be the applicable version at the beginning of contract performance. When and if updates are made to applicable documents during the contract period of performance, the Contractor will be allowed to assess the update for any effect on contract performance before it is incorporated into the contract.

C.2.2 Government Documents

The Contractor must adhere to all policies and procedures established by the Government. Such policies and procedures are contained in the most current version of the Government documents listed below. Unless specifically identified, the issue of a document that is cited in this SOW is the version (including all change pages, amendments, inserts, supplemental reports, etc.) that is current at the time of SIR issuance.

Table 2-1. Government Documents

C.2.3 Non–Government Publications

The following publications form a part of this document to the extent specified herein. Unless specifically identified, the issue of a document that is cited in this SOW is the one that is current at the time of contract award.

Table 2-2. Non-Government Publications

Note: Additional reference and applicable documents are identified in the UCE Technical Specification (Attachment J-1).

C.3 Government Furnished Items and Services

The Government will provide the Contractor with the following items and services at Government facilities in support of UCE on a mutually agreeable schedule.

C.3.1 Facilities

C.3.1.1 Equipment Space

Facility space available for installation of UCE resources at Government-designated facilities will be determined on a case-by-case basis based on outcome of the site survey. The amount and type of space at facilities available for use in on-site maintenance activities, equipment storage, and related purposes will also be determined based upon the site survey findings.

If a site survey is not ordered for a particular facility, the Government will: (1) determine the amount, the type, and location of available space for equipment installation, on-site maintenance activities, equipment storage, and related purposes; and (2) provide the information to the Contractor via a standard Site Survey Checklist.

C.3.1.2 Workspace

The Government will provide workspace for UCE on-site, if and when needed. The workspace will include a desk and chair, telephone, and computer with connections to the FAA LAN and WAN (if required).

C.3.1.3 Environmental Control

Government-designated facilities in which UCE resources may be installed will be environmentally controlled to the conditions specified in FAA Order 1050.1F.

C.3.1.4 Electrical Power and Grounding

The Government will provide standard alternating current (AC) electrical power for the Contractor-provided equipment at UCE service delivery locations. Power will be available from Government-provided power panels. While the physical implementation of power systems may vary across sites in terms of manufacturers, models, etc., the available power sources will conform with the electrical standards specified in FAA-G-2100H for domestic locations.

At NAS operational facilities, UCE equipment requiring power will be connected to the non-critical power bus (which may or may not have engine generator backup). UCE equipment at non-NAS facilities will be connected to the standard commercial power source. Uninterruptible power supplies or back-up power capabilities may not be available for UCE Contractor use at all sites.

Power requirements for non-domestic locations will be handled on a case-by-case basis.

The Government will connect Contractor-provided power ground and signal ground cables to the Government-provided power panels.

C.3.1.5 Site Documentation

The Government will provide the most currently available site documentation (e.g., site drawings and building blueprints) to facilitate installation and operation of UCE infrastructure.

C.3.1.6 Physical Security

Access to Government sites will be determined on a case-by-case basis. The Government will escort Contractor personnel visiting Government facilities on a short-term basis. For Contractor personnel to obtain a “No Escort” badge (where available) for extended or frequent visits to a site, the Government will require that individuals pass a personal background check. For non-FAA facilities, access and badging requirements will be defined by the facility operator on a case-by-case basis.

C.3.1.7 Equipment and Services

C.3.1.7.1 Administrative Voice and Video Infrastructure The Government will make available existing administrative voice and video infrastructure including, but not limited to media gateways, user terminal equipment, conference bridges, video conferencing equipment, and performance/security management equipment at facilities within the scope of the FAA administrative voice and video enterprise as defined in SOW Paragraph C.1.2. The Government will provide password access to these devices/systems as needed. As described in SOW Paragraphs C.4.2.9, the UCE Contractor will assume responsibility for the operation, maintenance, and repair of these items.

C.3.1.7.2 Inside Wiring

Unless ordered from the Contractor under the provisions of SOW Paragraphs C.4.1.4 , the Government will provide the “inside wiring” to support administrative telephony systems at Government facilities.

C.3.1.7.3 Long Distance, Toll, and Toll-Free (800) Services

The Government will utilize EIS or its successor for long distance (inter-LATA), toll-based intra-LATA, and toll-free (800) services. The Government will be responsible for ordering these services unless the UCE Contractor is designated as an ordering authority

C.3.1.7.4 Local Telecommunications Access

The Government will provide local telecommunication access arrangements to support UCE services including, but not limited to analog lines, T1, T3, and Session Initiation Protocol trunks.

C.3.1.7.5 Wide Area Network Services

The Government will provide WAN services obtained through FAA and GSA contract vehicles to support the delivery of UCE voice and video services. Government-provided WAN connectivity may be used as an element of the UCE architecture for on-net and off-net calling and for UCE user access to Contractor-provided voice and video communications capabilities. The UCE contractor is responsible for providing WAN connectivity to the UCE enterprise from its corporate locations or commercial facilities (e.g., data centers) that is required for supporting functions such as real-time monitoring.

As needed, the Government will also furnish POTS lines and DID/DOD blocks of telephone numbers obtained from local exchange carriers. The FAA will use the GSA Enterprise Infrastructure Solutions (EIS) contracts as its long-distance service provider for off-network calls that are subject to toll charges. The FAA will also use the GSA EIS or successor contracts to establish toll-free (800) numbers mapped to the FAA’s administrative voice enterprise.

The Government will be responsible for ordering these services unless the UCE Contractor is designated as having ordering authority

C.3.1.7.6 Local Area Networks (LANs)

As needed to support the delivery of UCE voice and video services at FAA user work locations, the Government will provide the Contractor with access to Local Area Networks (LANs) for: (1) connectivity between user stations for intra-facility communications; and (2) connectivity between user station equipment and the Wide Area Network (WAN) for inter-facility communications. The types of LANs and the available capacity will vary between facilities.

C.3.1.7.7 Analysis and Monitoring Tools

The Government will provide the UCE contractor with commercially available analysis and monitoring tools when the Government requires use of specific tools. The Government will furnish the software license (if required) but will not provide training on the use of the tools.

C.3.2 Government Responsibilities

C.3.2.1 Role of FAA Program Management Office

The FAA Program Management Office (PMO) will manage the UCE program and be the primary focal point for the UCE Contractor. The PMO will perform all necessary coordination with FAA service areas, legacy regions, agencies, and Government contractors for the start-up of UCE contract and the implementation of UCE capabilities and services.

The Government will be responsible for the removal of any government-owned equipment displaced by the introduction of new UCE assets.

The Government, with Contractor support required by SOW Paragraph C.4.2.11, will be responsible for managing and conducting all activities necessary to obtain UCE security certification and authorization required by FAA Order 1370.121B.

C.3.2.2 Role of the Site Representative (SR)

The Government will identify an SR for each facility where UCE assets will be located. One SR may be responsible for multiple facilities. The responsibilities of a SR include the following:

Serve as the Government’s local point-of-contact for all UCE activities;

Coordinate with stakeholder organizations including local IT organizations and users of UCE services to ensure awareness of planned UCE activities;

Assist the Contractor during the Government location inventory or site survey;

Assist the Contractor in coordinating with the appropriate government offices and other Contractor(s) who are providing other telecommunications services at that location;

Monitor installation, testing, maintenance, and repair activities performed by the UCE Contractor at the site; and Accept systems and equipment provided by the UCE Contractor following installation and successful completion of check-out activities to demonstrate that the items are functioning properly as required by SOW Paragraph C.4.2.6 C.3.2.3 Site Preparation

The Government will perform all work necessary at Government facilities to prepare the sites for the receipt of Contractor-provided and installed equipment, unless otherwise ordered under separate Task Order under the scope of SOW Paragraph C.4.2.7.3. This includes hazardous materials abatement work and the drilling of holes to accept rack tie-down bolts, as needed.

C.3.2.4 Cutover Activities

The Government will assist the Contractor with the cutover of new capabilities implemented under the UCE contract in accordance with SOW Paragraph C.4.2.8. The Government will be responsible for:

12) Connecting Contractor-provided power lines to Government power panels or duplex outlets;

13) Connecting Contractor-provided electrical ground lines to Government-provided electrical ground buses;

14) Scheduling and coordinating the cutover of users from legacy systems to UCE; and

15) Connecting Contractor-provided equipment to the Government-provided WAN and LANs as needed.

These cutover actions will be performed at times of least interruption to Government operations including weekends and holidays.

C.3.2.5 Verification Activities

The Government will participate in the Contractor’s verification of UCE capabilities and services to ensure they are performing in accordance with applicable contract requirements. The Government’s role in verification activities will include:

16) Supporting the development of mutually agreed verification scenarios for testing performed at Contractor facilities;

17) Supporting conduct of Contractor verification activities;

18) Approving System Acceptance procedures for UCE assets implemented within FAA facilities;

19) Scheduling access to Government resources;

20) Witnessing System Acceptance (as available);

21) Supporting resolution of problems encountered during verification activities; and

22) Reviewing test reports and providing sign-off upon successful completion of System Acceptance.

C.4 Contractor Requirements This portion of the SOW defines specific requirements that must be met by the Contractor when providing the scope of services identified in SOW Paragraph C.1.2. In alignment with Section B of the contract, the requirements are divided into UCE Capabilities and Support Services.

The Contractor must provide the capabilities and services and perform the efforts described in this SOW within the timeframes specified in Section F of this contract, as applicable, or as otherwise specified at the time of order. The Contractor is responsible for providing all items necessary to meet the requirements of this contract except for those items identified as Government-furnished in SOW Paragraph C.3.

C.4.1 UCE Capabilities

C.4.1.1 Voice Telephony, Audio/Video Conferencing Services, and Other Capabilities As ordered by the Government, the Contractor must provide Voice Telephony, Audio/Video Conferencing services, and other capabilities in accordance with the corresponding requirements defined in the UCE Technical Specification (Attachment J-1). The orderable capabilities identified in the UCE Technical Specification include:

1) Voice Telephony Services inclusive of the User Station Equipment;

2) Voice and Video Conferencing Services;

3) Gateway Functions (for accessing the UCE Core and the Public Switched Telephone Network);

4) Contact Center Functions; and

5) User station Equipment (e.g. standard telephones, IP phones, etc.) that support calling features such as caller ID.

UCE Voice Telephony, Audio/Video Conferencing services, and other capabilities will be ordered on an indefinite delivery, indefinite quantity (IDIQ) basis.

The Contractor must provide all Voice Telephony, Audio/Video Conferencing services, and other capabilities in accordance with the Managed Service Framework defined in SOW Paragraph C.1.4.

C.4.1.2 CCS Capability The Contractor must design, implement, test, deliver, and install all CCS equipment in accordance with the requirements contained in the UCE Technical Specification (Attachment J-1) of this contract and this SOW. CCS equipment to be used by the Air Traffic Control Specialist (ATCS) must fit into the Government provided space.

The Contractor must make maximum use of commercial-off-the-shelf or modified commercial-off-the-shelf (COTS/MCOTS) and non-developmental item (NDI) parts and components that have demonstrated high reliability. For purposes of this procurement, the term COTS means “a product or service developed for sale, lease, or license to the public and is currently available at a fair market value”. The Contractor must maintain knowledgeable and appropriate staffing levels to support and respond to CCS hardware/software troubleshooting and other ongoing maintenance and sustainment tasks that ensure availability of the CCS throughout this contract’s period of performance.

The Contractor must continue to maximize use of Commercial-Off-the-Shelf (COTS) and Non-Developmental Item (NDI) parts and components that have demonstrated high reliability. The use of commercial item hardware does not exempt the Contractor from complying with the contract requirements. The Contractor must propose and obtain approval from the FAA for the use of any non-commercial items or modified COTS hardware. The Contractor must provide all hardware, software, and documentation required for operation and support of the CCS as part of the supplies and services provided herein.

C.4.1.3 Audio/Visual Services

As ordered by the Government, the Contractor must install and maintain the UCE Audio/Visual (A/V) Capability at Government-designated facilities in accordance with the UCE Technical Specification (Attachment J-1). Based on the scope of the Government’s order, the UCE A/V Capability at Government-designated facility may include, but is not limited to:

23) Flat Panel Displays;

24) Video Projectors and Projection Screens;

25) Audio Speakers;

26) Wired Microphones;

27) Portable Wireless Microphones; and

28) Voice to Text Translation (i.e., Closed Captioning).

C.4.1.4 Ancillary Equipment, Supplies, and Materials The Contractor must provide all ancillary equipment, supplies, and materials required for the installation and operation of UCE systems and equipment at Government facilities. The Contractor must provide the following materials, including but not limited to:

29) Racks, cabinets, wall-mount “backboards” (if required), and mounting hardware for UCE systems and equipment;

30) LAN and WAN interface equipment;

31) Installation tools and test equipment;

32) All wiring and cabling carrying voice and data transmissions (a.k.a. “interconnection cables”), unless otherwise provided by the Government;

33) Battery systems and uninterruptible power supplies (if required);

34) Power and ground cables, connectors, as necessary, to connect UCE systems and equipment to Government-designated power supply panels and grounding buses; and

35) User guides, maintenance manuals, and other documentation required to use, operate, and maintain installed systems and equipment.

With the exception of 5) and 6), which will be separately ordered by the Government as required, the items identified in C.4.1.4 must be Not Separately Priced (NSP). If necessary, they may be included in the price of items provided under SOW Paragraph C.4.1.1, C.4.1.2, or C.4.1.3.

C.4.1.5 User Portal The UCE contractor must establish and maintain a User Portal per the UCE Technical Specification (Attachment J-1).

C.4.2 Support Services

This portion of the SOW identifies services that must be provided by the Contractor in support of Contractor-provided services defined in SOW Paragraph C.4.1 and the UCE Technical Specification. Depending on the requirements, the Government may order Support Services by Contract Line Item Number (CLIN) or by task order, as applicable. If a Support Service is identified as orderable via a CLIN or task order as defined herein or in Section B of the UCE contract, then it is not separately priced (NSP) and must be provided as part of other services ordered under this contract.

C.4.2.1 General

Unless specified otherwise, the Contractor must comply with the following when performing work at UCE service delivery locations:

36) FAA Order 3900.19D, FAA Occupational Safety and Health Policy;

37) 29 Code of Federal Regulations (CFR) Part 1960, Basic Program Elements for Federal Employees Occupational Safety and Health Programs and Related Matters;

38) FAA Order JO 3900.57A, EOSH Requirements in the Planning and Execution of Construction and Maintenance Activities at NAS Facilities;

39) FAA Order JO 3900.64, Air Traffic Organization Electrical Safety Program;

40) National Fire Protection Association (NFPA) 70E, Standard for Electrical Safety in the Workplace;

41) NFPA 101, Life Safety Code;

42) Asbestos abatement and control requirements in accordance with 29 CFR 1910.1001, Asbestos; and

43) System safety engineering principles must apply in accordance with FAA-G-2100H paragraph 3.3.5.

The Contractor must prepare SOW deliverables in accordance with the Contract Data Requirements List Attachment J-2 and the associated Data Item Description (DID) Attachment J-3. Deliverables referenced throughout this SOW by their CDRL titles are to be performed in accordance with the CDRL of the same name even if the CDRL or DID number is not specified.

C.4.2.2 Program Management

The Contractor must establish and maintain a program management organization to manage all Contractor resources, personnel, subcontractors, and activities involved in the delivery of the services ordered under this contract.

The Contractor must prepare and submit a Program Management Plan (PMP) CDRL F001 describing its approach to managing the services required under the UCE contract. The Contractor must maintain a database to track the status of all problem reports both hardware and software and maintain records to verify corrective action.

C.4.2.2.1 Program Management Organization

The Contractor must designate a full-time Program Manager (PM), dedicated to the UCE program, who has overall responsibility for the services provided under this contract and who serves as the Contractor’s focal point for interactions with the Government Program Office for the UCE contract. The Contractor must also designate a Deputy PM to fulfill the duties of the PM when the PM is unavailable. The Contractor’s PM and Deputy PM must possess the skills and meet the requirements for the PM position defined in Section H.2.

As requested by the Government, the Contractor must designate additional focal points to serve as the primary interface for the Government Functional Leads for the UCE program in Government-designated key areas such as implementation and cybersecurity. The Contractor-designated focal points must respond, on the same business day , to Government requests for technical information and collaborate with their Government-designated counterparts on the planning and execution of required work efforts in their respective functional areas.

The FAA Program Management Office must have clear, timely, and effective access to levels of management within the Contractor’s organization that have authority to ensure that sufficient resources are available for UCE program execution and the proper level of attention is given to the resolution of any problems that may arise.

The Contractor must be responsible for management and control of all subcontractors/team members to ensure compliance with all requirements of the contract.

C.4.2.2.2 Program Status Reporting and Program Management Reviews

The Contractor must report the status of the program in a Monthly Status Report in accordance with CDRL F002.

The Contractor must conduct quarterly Program Management Reviews (PMRs) and provide the Government with a copy of the PMR Briefing Materials in accordance with CDRL F003.

In addition to formal quarterly Program Management Reviews, the Contractor must respond to ad hoc requests from the Government for status information regarding specific projects. Status requests will occur throughout the contract period of performance and will likely occur more frequently during the period immediately following contract award through the point at which the Contractor has assumed operational responsibility for the FAA’s existing administrative voice and video infrastructure. Coordination between the Government and the Contractor may include, but is not necessarily limited, to daily phone calls and e-mail requests, weekly working group meetings, and other forms of interaction as needed.

C.4.2.2.3 Meeting Attendance

The Contractor must provide technical personnel at meetings and conferences when requested by the Government. The Contractor must provide technical support at, but not limited to:

44) Service improvement meetings conducted on a quarterly basis;

45) FAA Service Area and national conferences; and

46) Technical Interchange Meetings (TIMs) as required.

C.4.2.2.4 Configuration Management

The Contractor must be responsible for all aspects of configuration management including hardware, software, processes, and documentation associated with the systems and equipment obtained under the UCE contract. The scope of activities performed under Configuration Management includes, but is not limited to:

47) Updating router/switch configurations;

48) Updating software and firmware;

49) Tracking and management of license agreements;

50) Managing and updating existing numbering plans and developing/implementing new numbering plans as needed;

51) Modifying the IP addressing scheme;

52) Adding or moving CPE;

53) Changing the network configuration;

54) Tracking QOS implementations to ensure they are properly configured to support UCE traffic on the FAA WAN and LANs;

55) Optimizing network routes for voice traffic;

56) Network Address Translation (NAT) or Port Address Translation (PAT) management;

57) Sustaining and updating to obviate risks associated with Diminishing Manufacturing Sources and Material Shortages (DMSMS); and

58) Posting of approved ECPs to the CCS baseline so they reflect the current Government approved CCS configuration.

The Contractor must ensure that common platforms are deployed and standardized configurations are maintained to the greatest extent possible while also accounting for site-specific conditions.

C.4.2.2.4.1 Contractor-Initiated Changes

The Contractor must notify the Government at least 45 calendar days in advance of any planned changes that could adversely affect administrative telephony services, including but not limited to, hardware upgrades, software patches/upgrades, security patches, firmware revisions, and changes to improve performance or prevent future failures. The Contractor must obtain concurrence from the Government at least 10 calendar days prior to instituting the change.

For all Contractor-initiated changes, upon request by the Government, the Contractor must provide the reasons for the changes proposed and the schedule for implementation. The Contractor’s implementation planning must include contingency measures so the Government can revert back to the previous capability if the change does not function as required.

The Government will consider waivers of the 45-day advanced notification period to handle emergencies on an individual case basis.

The Contractor must provide a summary of completed configuration changes in the Monthly Status Report (CDRL F002).

C.4.2.2.4.2 Government-Initiated Changes

The Contractor must provide the capability for authorized FAA personnel to have limited system administration privileges for implementing non-CM affecting changes including, but not limited to:

59) “soft” moves, adds, and changes; and

60) the activation of optional features for existing users.

C.4.2.2.4.3 Inventory Tracking and Management

The Contractor must maintain an asset record for each hardware and software component comprising the FAA’s administrative voice enterprise for which the Contractor has maintenance and operations responsibility. The Contractor’s configuration management tool must track the following information for each asset at a minimum:

61) Manufacturer;

62) Model;

63) Serial number;

64) Unique asset ID;

65) Physical location or person/organization to whom it is assigned (for mobile assets);

66) Maintenance history;

67) Current configuration;

68) Current Software/Firmware Versions; and

69) Current IP/MAC addresses of SoftPhones.

The Contractor must label all systems and equipment located in Government facilities with tag that contains the item’s unique identification number.

The Contractor must provide the Government with an electronic copy of their inventory configuration database upon request.

C.4.2.2.4.4 Service Configuration Analysis and Reporting

The Contractor must review switching and routing schemes employed by systems and platforms within the scope of the UCE program. At a minimum, the Contractor must review the switching and routing designs to ensure efficient utilization of WAN and PSTN resources. The Contractor must summarize the switching and routing schemes and the physical routing of individual service types provided at core sites comprising the FAA’s administrative voice enterprise in the Service Configuration Report (CDRL F004). The Service Configuration Report must highlight configuration changes since the previous release of the report.

The Contractor must provide electronic copies of service configuration data for import into Government information systems in a Government-specified format.

The Contractor must develop an on-line interface between Contractor and Government information systems, in accordance with applicable security requirements, that allows the UCE Contractor to be able to remote into the UCE system.

C.4.2.2.4.5 E911 and Government Emergency Telecommunications Service

The Contractor must be responsible for maintaining an Emergency 911 (E911) calling database and ensuring that it is updated on a daily basis as needed to reflect changes within the UCE enterprise. The Contractor must also ensure that the Government Emergency Telecommunications Service (GETS) is accessible through UCE.

C.4.2.2.4.6 Dialing Plans

The Contractor must establish and maintain an Enterprise Dialing Plan (CDRL F005) that describes the enterprise-wide extension/number dialing plan strategy. The Enterprise Dialing Plan must:

70) include the phone numbers for all UCE service delivery locations and encompass on-net, off-net local, long distance, and international dialing schemes;

71) identify additional feature buttons, access codes requirements, and requirements for digit stripping, where needed; and

72) identify National Emergency Number(s) and class of service (CoS) restrictions by extension.

The Enterprise Dialing Plan must conform to the North American Numbering Plan (NANP) and be consistent with the FAA’s existing dialing plan. The Enterprise Dialing Plan must be approved by the Government. The Enterprise Dialing Plan must support no less than 75,000 stations and must be able to expand to a maximum of 125,000 stations. The Enterprise Dialing Plan must allow offices with more than 100 stations to keep their existing numbers. Smaller offices may be assigned new numbers.

The Enterprise Dialing Plan must be current with all North American Numbering Plan (NANP) changes and must be compatible with the GSA/EIS, local exchange (Local Access and Transport Area [LATA]), and inter-exchange (inter-LATA) networks. The Enterprise Dialing Plan must ensure efficient use of government and public networks, support E911 number tracking, and be compatible with existing equipment configurations.

Additional details with respect to Enterprise Dialing Plan requirements are defined in the UCE Technical Specification (Attachment J-1).

C.4.2.2.4.7 Exchange of Electronic Data

As ordered by Task Order, the Contractor must prepare and submit an Electronic Data Interchange (EDI) Interface Control Document (CDRL F006) to support the electronic interchange of data with Government information systems. Specific applications may include but are not limited to:

73) UCE service requirements and associated funding information;

74) UCE inventory data (e.g., equipment, services, and features implemented by LID/FAC); and

75) UCE invoice data.

Upon Government approval of a specific ICD, the Contractor must produce the data in the agreed upon formats and file types for ingest by the designated Government information systems at the Government-specified intervals (e.g., daily, monthly, etc.).

C.4.2.3 Quality Control (QC) / Quality Assurance (QA)

The Contractor must provide a Quality Control / Quality Assurance (QC/QA) function that is responsible for assessing and maintaining the quality of services and products provided under this contract. The Contractor’s QC/QA function must be compliant with:

76) The inspection requirements defined in Section E of this contract (Inspection and Acceptance);

77) AS9100 Rev D, Quality Management Systems – Requirements for Aviation, Space and Defense Organizations, Rev. D;

78) FAA-STD-013D, Quality Control Program Requirements; and

79) FAA-STD-016A, Quality Control System Requirements.

The Contractor must designate a Quality Manager to ensure all deliverables satisfy the requirements in the contract and to serve as the single point of contact to the FAA for all quality issues on the UCE Program.

The Contractor must ensure the quality program is capable of assuring existing equipment compliance with contractually specified hardware and software requirements. The Contractor must establish a UCE Quality System Plan (QSP) and UCE Software Quality Controls for continuous improvement and to align with the current production configuration. Both of which must be included in the PMP CDRL F001.

C.4.2.4 Enterprise Planning and Engineering

The Contractor must provide planning and engineering support to ensure that resources are available and capable of meeting evolving Government requirements. The principal functions associated with planning and engineering support include but are not limited to:

80) Voice and Video Enterprise Planning;

81) Voice and Video Enterprise System Engineering;

82) Interfaces and Service Interoperability;

83) Operational Suitability Analysis;

84) Failure Mode Management; and

85) Telecommunications Access Bandwidth Analysis.

Specific activities that the Contractor must perform in accomplishing each of these functions are described in the following sections.

C.4.2.4.1 Planning, Engineering, and Analysis

Prior to assuming maintenance responsibility for Government-furnished items, the Contractor must: (a) review and validate the government-furnished inventory information, current system configurations, and the availability of spare parts, and (b) ensure that the resources are in place to support those items. The Contractor must coordinate with the Original Equipment Manufacturers (OEMs) as needed to complete this review. When ordered by the Government, the Contractor must conduct user surveys and meet with key stakeholders such as system administrators and Call Center managers to gather requirements and identify functional requirements.

Upon transition to UCE, the Contractor must analyze systems within the inventory of legacy systems and provide recommendations for the optimization of system configurations and options for reducing operating costs. The Contractor must describe the findings of the assessment and recommended actions in an Engineering Analysis and Study Report (CDRL F007).

To support the planning and implementation of an enterprise solution for administrative voice and video communications services, the Contractor must collect and analyze data to determine trends, forecast telecommunications traffic, identify potential network capacity shortfalls and project the need for improved or expanded administrative telephony services. The Contractor must review emerging technologies and assess their viability to support the FAA’s goals of establishing a flexible portfolio of services and reducing operating costs. The Contractor must also review and validate the ability of the FAA’s existing LAN and WAN infrastructure to support the Contractor’s enterprise solution and provide recommendations if LAN/WAN upgrades are required. The Contractor must report their findings and recommendations in an Engineering Analysis and Study Report (CDRL F007).

The Contractor also must continually assess the tech refresh needs of the FAA’s administrative voice enterprise and publish its findings, recommendations, and scheduled tech refresh actions in a semi-annual Technology Refresh Plan (CDRL F008). Recommended tech refreshes and upgrades must consider the planned evolution of the FAA’s administrative voice enterprise to ensure upward compatibility. In addition, the Contractor must assess cost and performance trade-offs to support FAA decision-making with respect to whether systems should be upgraded or replaced. The implementation of any upgrades, tech refresh actions, or system replacements is subject to Government approval and will be ordered as outlined in SOW Paragraph C.4.2.11.

C.4.2.4.2 Special Projects

As ordered by Task Order, the Contractor must support the planning and implementation of special projects that exceed the scope of new system implementations outlined in SOW Paragraph C.4.2.7.4 and standard moves, adds, and changes as defined in SOW Paragraph C.4.2.8. Examples of special projects include but are not limited to: the establishment of new campus environments, the relocation of existing facilities with a large number of user stations, the consolidation of multiple facilities, upgrades to legacy platforms (if determined to be cost-beneficial by the Government), and the establishment of Government-operated call centers. The specific level and nature of support will be outlined in a separately negotiated Task Order, but required support for special projects may include, but will not necessarily be limited to:

86) assessing user needs for telephony services and features (e.g., types, volume, and usage profiles), user station and CPE requirements, bandwidth requirements, dialing plans, and parallel operations requirements (if applicable);

87) identifying and evaluating solution options;

88) developing transition plans to minimize operational disruptions; and

89) implementing and cutting over the capabilities being obtained under the special project.

While order via a separately established task order, any systems or services provided by the Contractor must be consistent with established CLIN prices when applicable.

C.4.2.4.3 System and Service Interoperability

The Contractor must ensure any interoperability between the systems obtained under the UCE program and Government-furnished legacy systems and equipment as required to support integrated operations.

The Contractor must ensure interoperability between systems and services obtained under the UCE program with Government-provided networks and commercial networks.

The Contractor must assess the impact of the introduction of new or modified voice and video services or technologies on the interoperability with UCE systems and services prior to the implementation of new services or technologies.

C.4.2.4.4 Operational Suitability Analysis

The Contractor must support operational suitability analyses conducted by the Government to assess the impact of new potential voice and video services and technologies on the UCE user community. These analyses must include human factors and operational assessments of new services.

C.4.2.4.5 Capacity Utilization Analysis

The Contractor must periodically review all access, trunk lines, and LAN connections supporting administrative telephony services within the scope of the UCE program. The Contractor must collect and analyze traffic data as available from UCE systems to determine where opportunities exist to reduce the Government’s costs or where additional access capacity is or will be required. These analyses must include optimization of access and trunk lines to/between facilities comprising the FAA’s administrative voice enterprise. The Contractor must provide this information in the Capacity Utilization Report (CDRL F009).

C.4.2.5 Enterprise, System and Capability Development

The Contractor must design, implement, test, deliver and install all necessary hardware and software required to meet the requirements defined in the UCE Specification. All requirements identified in the Specification must be incorporated into the CCS delivered to the Government 240 Calendar Days After Contract Award (CDACA) (see also Section F (Deliveries or Performance) of this contract).

The Contractor must deliver and install the CCS at sites specified in the Specification. The Contractor must conduct, and the Government must witness the Site Acceptance Test (SAT) at each location. Until the completion of SAT and acceptance by the Government, the CCS must be the property and responsibility of the Contractor.

After the completion of SAT, the contractor must prepare and deliver a Site Acceptance Report (SAR). (CDRL F010) For All UCE capabilities with a user interface, the Contractor must develop the user interface in accordance with FAA standards FAA HF-STD-001B and FAA HF-STD-004.

C.4.2.6 Test and Evaluation The Contractor must verify to the Government that all infrastructure and services provided under this contract meet the applicable Government-specified requirements. For the CCS capability defined in the UCE Technical Specification (Attachment J-1), the Contractor must perform test and evaluation activities in accordance with:

90) Acquisition Management System (AMS) Policy Section 4.4, Test and Evaluation; and

91) the FENS Verification Requirements Traceability Matrix (VRTM) in Appendix B of the UCE Technical Specification.

For all other services and capabilities defined in the UCE Technical Specification (other than the CCS capability), the Contractor is responsible for their performance and must perform informal check-out and verification of each operational instance prior to delivery to the Government.

C.4.2.6.1 Test and Evaluation Planning

The Contractor must develop and submit a Contractor Master Test Plan (CDRL F011) that describes the Contractor’s approach to supporting the full scope of UCE test and evaluation activities, inclusive of Contractor-conducted testing and Government-conducted testing.

The Contractor must develop and maintain a Master Verification Requirements Test Matrix (VRTM) that lists all requirements subject to Contractor-conducted testing. The Contractor must make the Master VRTM available to the Government upon request.

C.4.2.6.2 Test Capability Accreditation

The Contractor must verify to the Government that the planned test capabilities for each phase of Contractor-conducted testing are acceptable for the intended purpose and will yield accurate test results. The Government reserves the right to witness the test capability accreditation. The Contractor must provide the Government with at least 30 days advanced notification of when the test capability accreditation will be conducted.

The Contractor must develop and submit Test Capability Accreditation Plan and Procedures (CDRL F012) for Government approval. Upon executing the approved Test Capability Accreditation Procedures, the Contractor must prepare and submit a Test Capability Accreditation Report (CDRL F013) documenting the accreditation results.

C.4.2.6.2.1 Contractor Test Facility

The Contractor must establish and maintain a test instance of the CCS capability within a Contractor-operated test environment for the support of formal Development Testing and the qualification of new and updated capabilities, functions, and solution components. The Contractor must ensure that the configuration of the UCE test environment is consistent with the baseline configuration in the operational environment, with the exception of any new components that are the subject of a specific test. The Contractor also must update the UCE test environment to include any new solution elements introduced by the Contractor prior to test conduct.

C.4.2.6.3 Development Testing

The Contractor must conduct Development Testing (DT) to verify system specification requirements, functional design, and integration of CCS into the NAS. The scope of DT is defined in the Master VRTM. DT activities will be conducted at Contractor facilities utilizing the UCE test environment described in C.1.1.1.2. The following subparagraphs define the required scope of test activities and the required deliverables.

C.4.2.6.3.1 Test Procedure Development, Conduct, and…