Central_Alarm_Monitoring_Svc_SOW.docx

DRAFT 12/20/2012

DESCRIPTIONS/SPECIFICATIONS/WORK STATEMENT

FOR

NATIONAL CENTRAL STATION ALARM MONITORING

C-1 AGENCY MISSION

Judicial Security Division: Office of Security Systems (OSS) Management Support Division: Office of Security, Safety and Health (OSSH) Within the United States Marshals Service (USMS), OSS and OSSH are responsible for the development of specifications and statements of work for the installation and maintenance of all electronic security equipment at all Federal judicial and USMS locations. These two offices are also responsible for the oversight of third party off site monitoring of security alarms at these locations, and are the primary consumers of the services provided under this contract. Each office is led by a Chief, and each has a team of Contracting Officer’s Representatives (COR) assigned to this contract.

There are approximately 900 court and/or USMS locations within all 50 states and U.S. Territories which receive services under this contract. The National Physical Security Program (NPSP) is managed by the Deputy Assistant Director for Judicial Services within the USMS Judicial Security Division (JSD). The Contracting Officer for this contract will be staffed from JSD’s Office of Security Contracts (OSC). The Contractor shall provide a dedicated program management team supporting coordination with the OSS and OSSH Chiefs.

C-2 SCOPE OF WORK

The Contractor shall provide all necessary personnel (management, supervisory and administrative support), equipment and services to manage and perform in accordance with the terms and conditions specified herein. The Contractor shall provide for alarm monitoring, reporting, management, troubleshooting work and repairs. The monitoring center shall be staffed 24 hours per day, seven days per week, 365 days per year (366 days in leap years). The Contactor’s monitoring center shall be physically located within the continental United States, with at least one redundant center. The monitoring center shall be in compliance with Underwriter Laboratories (UL) 827 certification, Central Station Alarm Services.

Currently, the USMS has approximately 831 active alarm panels that are installed and maintained by the USMS National Physical Security Program (NPSP) contractor. Approximately 660 of these panels require central station monitoring. This total may increase or decrease by 1% or less on a monthly basis. The Contractor shall submit a single monthly cost per panel for alarm monitoring regardless of the number of alarm points or zones connected to the panel. Troubleshooting of active panels shall be a joint responsibility of the Monitoring Center Contractor and the USMS NPSP Contractor.

Security alarm equipment installed by OSS and OSSH in each facility is commonly integrated into one console located within USMS occupied space. In addition, the USMS security alarm equipment may interface with equipment provided by others such as the General Services Administration (GSA) and Federal Protective Services (FPS). Typical alarm points include duress devices, motion detectors and door position contacts.

C-3 CONTRACTOR SUPPORT STAFF

The contractor’s program management team shall consist of the following positions (or similar) Program Management Team: The Contractor shall establish an Operational Program Team responsible for supporting Government requirements. This team shall have a full-time Program Manager and Maintenance Service Manager. The Contractor shall establish a program headquarters office for this position within 25 miles of the USMS Headquarters in Arlington, Virginia.

Program Manager (or similar): The Program Manger shall possess corporate operational authority to make financial and operational decisions without the consultation of others. The Program Manager shall work directly with the Government COR, and shall direct and supervise all work performed under this contract. The Program Manager shall be exclusively devoted to performing work under this contract.

Service Manager (or similar): The Service Manager shall be responsible for all maintenance and service related functions performed under this contract. The Service Manger shall have a minimum of 5 years of experience managing electronic monitoring related functions with similar size and complexity to the NPSP. The Service Manager shall work directly with the COR and authorized users who are experiencing technical problems with their security system.

Meetings: The Contractor’s Program Management Team shall be required to meet monthly with the USMS Contracting Officer and CORs to resolve problems and improve performance if necessary. Meeting may be held at USMS HQ or via conference calls.

C-4 Contractor In-House Training Program:

The Contractor shall have a structured program to ensure that employees working under this contract have received appropriate, UL certified training.

The Contractor shall provide the Government with current Central Monitoring Station Operator certificates for all operators supporting this contract at time of award. The central monitoring operator certificates may be submitted digitally. The Contractor shall notify the Government when new operators are assigned and shall provide their certification. The Contractor shall maintain the operator’s certifications at the monitoring center.

C-5 Engineering Support:

When required, the Contractor shall work closely with the USMS NPSP Contractor and GSA Design Architect or General Contractor for the installation of standard security alarm panel equipment that will receive the signals for alarm monitoring. The USMS NPSP Contractor is responsible for providing and installing the standard security alarm panel equipment that will receive the signals for alarm monitoring. The Contractor shall report any conflicts to the CO or COR to resolution.

C-6 Addition and Deletion of Protected Sites:

The COR will complete and forward to the Contractor no later than 10 business days a Site Information Request Form for new sites and those no longer requiring alarm monitoring. New accounts shall be activated within four (4) hours of notification from panel activation by NPS contractor. The form will provide relevant details to include:

· USMS site code

· Building name

· Street address, city and zip code

· GSA building manager contact information

· District USMS contact information

· Required alarm monitoring activation or deactivation date

· Facility opening and closing schedule

· USMS NPSP Contractor contact information

C-7 Emergency Monitoring Request:

The Contracting Officer may periodically require expedited monitoring services of protected sites. The Contractor shall begin monitoring immediately upon a verbal notification as authorized by the USMS Contracting Officer or COR. The COR will provide formal documentation within five (5) business days of the alarm monitoring activation notification to the Contractor.

C-8 Opening and Closing of Sites Opening: The alarm system shall be operated on a prearranged schedule to reduce the risk of the monitoring center accepting an unauthorized opening. All regular and irregular openings and closings shall be recorded at the monitoring center. All regular and irregular openings and closing shall be maintained for not less than 30 days, during this time the Government will have access to the information. The information will be available using Microsoft Suite e.g. excel. The USMS will provide the Contractor with a written opening and closing schedule for all protected sites. The schedule shall specify the times an alarm system is expected to be deactivated and activated and the days during which the system will remain closed on an annual basis. The schedule will be provided by the Government no later than 30 days after the contract is awarded and will be verified by the Contractor and authorized users annually. The authorized users will provide the Contractor with periodic updates to the schedule.

For systems that use a prearranged schedule and incur an early opening of more than five (5) minutes will be considered an unauthorized opening unless an authorized user has prearranged the opening with the monitoring center by telephone and informed them of the intended opening time.

Closing: The monitoring center shall contact the authorized user by telephone if an alarm system has not been armed 60 minutes after the scheduled closing time. The authorized user may agree to come to the site and attempt to arm the alarm system or send a representative to guard the premises. If the authorized user declines to come to the site or to arrange to have the site guarded, the monitoring center shall record the date and time of the authorized users instruction, identifying the authorized user by name and identification code.

On occasions during which the site will need to remain open after the scheduled closing time, an authorized user may reschedule the closing time by informing the monitoring center, via telephone, the intended time of closure. The authorized user will provide his or her identification code and name to the monitoring center representative. If the authorized user is unsure of the closing time, then the monitoring center will contact the authorizer every 60 minutes thereafter until the facility has been closed and the alarm system has been armed.

C-9 System Malfunction and Alarm Testing System Malfunction: The COR or authorized user will notify the monitoring center when an alarm system fails to activate. The monitoring center shall be staffed 24 hours per day, seven days per week, 365 days per year (366 days in leap years). The Contractor shall make available a toll free telephone number for a qualified technician capable of troubleshooting the system and placing the system into test mode for USMS NPSP Alarm Service Contractor. The Contractor shall make the toll free numbers available within 30 days of the Contract award.

If the monitoring center’s qualified technician is unable to correct the malfunction during a troubleshooting telephone call, then the COR or authorized user will notify the USMS NPSP Contractor’s maintenance and service department detailing the equipment malfunction and the action taken. The monitoring center shall record the date and time of the notification, identifying the authorized user by name and identification code. When required, the Contractor shall work closely with the USMS NPSP Contractor to test and activate the system.

Alarm Testing: The Government Court Security Officers (CSO) are required to conduct monthly inspections and testing of security alarm devices to ensure they are functioning properly. The Government will initiate and complete an alarm verification test at the protected sites. The authorized user will contact the monitoring center prior to testing. The monitoring center shall record the date and time of the notification, identifying the authorized user by name, identification code and the results of the test. The monitoring center shall provide the results monthly to the Government.

C-10 Protected Site Supervision The monitoring center shall automatically initiate and complete a test signal sequence to the protected sites digital alarm communicator panel at least once every 24 hours. The Government and the Contractor will establish a mutually acceptable time for the daily test. A missed test signal shall be treated as a communication failure.

C-11 Alarm Response/Dispatch:

An alarm signal, communication failure, or unauthorized opening of a protected site that has been closed and the protection system armed, shall be treated as an alarm condition. The monitoring center shall acknowledge alarms immediately to determine the source and cause of the alarm. When such a signal is received the monitoring center shall follow emergency response and dispatch procedures (checklist) established by the Government. The checklist identifies the authorized users that are notified of alarm activations and the appropriate law enforcement agency having jurisdiction over the sites. An emergency checklist for each facility will be provided by the Government 30 days after contract is awarded and verified by the Contractor and COR annually. The monitoring center will complete a written report, to include actions taken by the monitoring center operator, of all alarm activation within 3 calendar days and provide it to the Government when requested using Microsoft Suite e.g. excel.

C-12 Alarm Management

The Contractor shall provide a web based real time secure portal giving the Government access to the protected site specific information. The Contractor’s system shall provide specific information to include remarks about the cause and corrective action of all alarms. The information shall be exportable by the Government to standard office software. The Contractor shall configure the system to allow the Government to run ad hoc reports on any and all data fields. The Contractor will coordinate with the Government’s Information Technology (IT) department for specify security protocol. The Contractor will have the system available to the Government within 60 days of award of this contract.

a. Site code

b. Street address

c. Date and time of alarm activation

d. Alarm device

e. Device location

f. Identification number of operator who processed alarm

g. Communication failure

h. Attempted penetrations

i. Nuisance alarms by location and device type

j. System identification number

k. Unscheduled opening of facility

l. Government alarm testing C-13 Zone Count:

At the conclusion of the first year of the contract, and on each successive anniversary date of the contract, the Contractor shall submit, using Microsoft Suite e.g. excel, a listing of each individual site address/location, city, state, number of panels and points per panel. Information shall be complete and accurate and provided within 20 calendar days of the end of the contract; or as requested by the Government.

C-14 Monitoring Center The monitoring center shall be equipped with an alternate voice communication that is independent of the telephone cable connected between the monitoring center and the servicing wire center of the telephone company. The communication means shall have call waiting or an equivalent means of interrupting a call in progress. The alternate voice communication shall be verified by the Contractor and the COR annually through a communication test.

Redundant Monitoring Center: The redundant monitoring center, when supporting the contract, shall meet all requirements covered by the primary monitoring center. In the event that the primary monitoring center is disabled due to natural or a man-made disaster, the rerouting of all alarm signals to the redundant monitoring center to ensure that there is no break in the continuity of monitoring service. Underwriter Laboratories Certification: The Contractor shall provide their UL827, Central Monitoring Station Alarm Services certification of compliance to the Contracting Officer with bid proposal, and subsequently on the fifteenth of April thereafter. Periodic inspection is conducted by the UL for compliance with applicable standards. The monitoring center inspection and corrective actions shall be made available to the Government for sites under this contract within 40 days of inspection.

C-15 Lockout Codes The Government will provide the Contractor with a unique lockout code. The Contractor shall change all lockout codes with the Government provided lockout code to be treated as Government Furnished Property (GFP). The Government agrees to provide the lockout codes to the Contractor within 30 days of the contract award date. The Contractor shall update all digital alarm communicator transmitters at protected sites within 85 calendar days after receiving lockout codes from the Government. The Contractor shall fully cooperate with USMS NPSP Security Alarm Contractor while coordinating communicator transmitter updates, and shall report any conflict to the COR.

Once all lockout codes have been updated, the Contractor shall provide the Government with a listing of all lockout codes by site location in an approved format as requested USMS. This information shall be subsequently treated For Official Use Only (FOUO).

C-16 Training The Contractor shall provide instructions to the Government personnel or their designees for alarm system operation. If the Central Monitoring Station receives more than four (4) operator error alarms caused by authorized users within a 12 month period, then the authorized user responsible for the operator error alarms shall have the opportunity to be reinstructed on the proper operation of the alarm system. A record of the training will be maintained at the central monitoring station and shall be provided to the Government annually or as requested.

C-17 Transition Plans Transition-In: Services provided under this contract are vital to the mission of the USMS and must be continued without interruption. The Contractor shall submit a Transition-In plan, within seven (7) calendar days after award of this contract. The Contractor transition in plan shall identify their integration process and procedures between the Government and the incumbent and submitted for approval. The mutually agreed upon Transition-In plan will be incorporated into the contract by modification.

Transition -Out: The Contractor shall provide a contractor Transition-out plan within 120 calendar days of contract award for approval by the Government. The mutually agreed upon Transition-Out plan will be incorporated into the contract by modification.