DRAFT Attachment 1_PWS - SETA follow-On (20230919).pdf

Attachment 1

FA7014‐XX‐X‐XXXX

PERFORMANCE WORK STATEMENT (PWS) 1

FOR 2

AIR FORCE (AF) NATIONAL CAPITAL REGION (AFNCR) 3

SYSTEMS ENGINEERING and TECHNICAL ASSISTANCE 4

(SETA) SUPPORT 5

Version 0.6 6

18 Aug 2023 7 ii

Contents 8 SECTION I ................................................................................................................................1 9 SECTION 1.0 DESCRIPTION OF SERVICES .....................................................................1 10

1.1 General................................................................................................................................1 11

1.2 Scope. ..................................................................................................................................1 12

1.3 Background. .......................................................................................................................1 13

1.4 Requirements Analysis and Conceptual Design .................................................................2 14

1.5 Systems Engineering ...........................................................................................................2 15

1.6 References ............................................................................................................................3 16 SECTION II ..............................................................................................................................4 17

2.0 TASK DESCRIPTIONS .....................................................................................................4 18

2.1 Task 1: Network Infrastructure .........................................................................................5 19

2.1.1 Protected Distribution System (PDS) ..........................................................................5 20

2.1.2 Local Area Network (LAN) Engineering)...................................................................5 21

2.1.3 Provide Legacy Telephone Systems support ..............................................................5 22

2.1.4 Facilitate Work Center Processes ...............................................................................6 23

2.1.5 Local Area Network (LAN) Voice Systems Maintenance and Sustainment..............7 24

2.2 Task 2: Provide Support for the Visual Imagery Intrusion Detection System (VIIDS) ..8 25

2.3 Task 3: Cable/Antenna Maintenance ................................................................................9 26

2.3.1 Inside Plant (ISP) .........................................................................................................9 27

2.3.1.1 Installation and Maintenance .......................................................................................9 28

2.3.1.2 ISP Incident response .................................................................................................. 10 29

2.3.2 Outside Plant (OSP) .................................................................................................. 11 30

2.3.2.1 OSP Installation and Maintenance ............................................................................ 11 31

2.3.2.2 Protection of cable plant/process dig permits. ........................................................... 12 32

2.3.2.3 OSP preventative maintenance .................................................................................. 12 33

2.3.2.4 OSP Incident response................................................................................................ 12 34

2.3.3 Antenna Systems ........................................................................................................ 13 35

2.4 Task 4: Provide Cooling and Critical Power Preventative Maintenance and 36 Emergency Support ................................................................................................................ 13 37

2.4.1 HVAC Support .......................................................................................................... 14 38

2.4.2 Provide Uninterruptable Power Supply (UPS) Support .......................................... 15 39

2.5 Task 5: Provide Onsite Support ...................................................................................... 15 40

2.5.1 Program Management ............................................................................................... 15 41 iii

2.5.2 Audio Visual (AV)/Public Address (PA) System Maintenance, Support and 42 Sustainment ......................................................................................................................... 17 43

2.5.3 Data Center Camera and Access Control Support and Sustainment ...................... 18 44

2.5.4 Mass notification (Giant Voice) Sustainment and Maintenance ............................... 18 45

2.5.5 Land Mobile Radio (LMR) trunking system ............................................................. 18 46

SECTION III ........................................................................................................................... 19 47

3.0 SERVICE SUMMARY .................................................................................................... 19 48 SECTION IV ........................................................................................................................... 28 49

4.0 DELIVERABLES.............................................................................................................. 28 50 SECTION V ............................................................................................................................ 31 51

5.0 Government Furnished Property (GFP), Equipment (GFE), and Facilities (GFF) ..... 31 52

5.1 . Government Furnished Property, Equipment, Material, Information, or Services. The 53 Government will furnish property or services for this requirement. .................................... 31 54

5.2 Contractor Acquired Property. ....................................................................................... 31 55 SECTION VI ........................................................................................................................... 32 56

6.0 GENERAL INFORMATION .......................................................................................... 32 57

6.1 Key Positions ..................................................................................................................... 32 58

6.1.1 Program Manager (PgM) .......................................................................................... 32 59

6.1.2 LAN Network Specialist III (Master) ....................................................................... 32 60

6.1.3 VIIDS Technician ...................................................................................................... 32 61

6.1.4 Cable Installer (Master) ............................................................................................ 32 62

6.2 Scheduling Concerns ........................................................................................................ 33 63

6.2.1 Normal Duty Hours. ................................................................................................... 33 64

6.2.2 Core Duty Hours and Base Shutdown/Inclement Weather ...................................... 33 65

6.2.3 Telework Policy .......................................................................................................... 33 66

6.3 Kickoff Meeting/Orientation Meeting ............................................................................. 33 67

6.4 Transition-In Plan ............................................................................................................. 34 68

6.5 Transition-Out Plan ......................................................................................................... 35 69

6.6 Quality Control. ................................................................................................................ 36 70

6.6.1. Quality Assurance. .................................................................................................... 36 71

6.6.2. Quality Control Plan (QCP). .................................................................................... 36 72

6.7 Mission Essential Services (MES) .................................................................................... 36 73

6.8 Contractor Manpower Reporting Application (CMRA) ................................................ 37 74

6.9 Security Instructions ........................................................................................................ 37 75

6.9.1 Physical Security. ....................................................................................................... 37 76 iv

6.9.2 Access Control. .......................................................................................................... 37 77

6.9.3 National Agency Check (NAC) .................................................................................. 38 78

6.9.4 Pass and Identification Items. ................................................................................... 38 79

6.9.5 Retrieving Identification Media. ............................................................................... 38 80

6.9.6 Traffic Laws. .............................................................................................................. 38 81

6.9.7 Weapons, Firearms, and Ammunition. ..................................................................... 39 82

6.9.8 Communications Security (COMSEC). .................................................................... 39 83

6.9.9 Contractor Identification. ......................................................................................... 39 84

6.9.9 Drug, Tobacco, and Alcohol Use Policy. .................................................................... 40 85

6.10 Travel. ............................................................................................................................. 40 86

6.11 Employee Accountability & Turnover........................................................................... 40 87

6.12 Miscellaneous Paragraphs. ............................................................................................. 41 88

6.12.1 Freedom of Information Act (FOIA). ..................................................................... 41 89

6.12.2 For Official Use Only (FOUO). ............................................................................... 41 90

6.12.3 Privacy Act. .............................................................................................................. 41 91

6.12.4 Records. .................................................................................................................... 41 92

6.12.5 Safety Concerns. ...................................................................................................... 41 93

6.12.6 Project Policy. .......................................................................................................... 41 94

6.12.7 Inherently Governmental Functions. ...................................................................... 41 95

6.12.8 Ethics. ........................................................................................................................ 41 96

6.12.9 Professional Appearance of Workspace. ................................................................. 42 97

6.12.10 Non-Personal Services. .......................................................................................... 42 98

6.13 Place of Performance. ..................................................................................................... 42 99

6.14 Security Clearance............................................................ Error! Bookmark not defined. 100

6.15 Government-Provided, Government-Funded Training ................................................ 42 101

6.15.1 Equipment Custodian Training .............................................................................. 42 102

6.15.2 Network User Training ............................................................................................ 42 103

6.15.3 COMSEC Training .................................................................................................. 42 104

6.15.4 Mission Focused Training ....................................................................................... 42 105

6.15.5 Government-Paid Training ..................................................................................... 42 106

6.16 Vehicles ........................................................................................................................... 43 107 Appendices ................................................................................................................................ I 108

Appendix A: Glossary of Terms ......................................................................................... II 109 Appendix B: References .................................................................................................... VI 110 v

Appendix C: Qualifications Roster .................................................................................. VII 111

SECTION I 113

SECTION 1.0 DESCRIPTION OF SERVICES 114

1.1 General. 115

Since 2017, the 844th Communications Group (844 CG) has contracted out support services for 116 infrastructure support services for Headquarters Air Force (HAF), Air Force District of 117 Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff (JCS), and 118 other Air Force activities within the Air Force National Capital Region (AFNCR) missions to 119 include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and 120 geographical separated units (GSU) in other locations, leased spaces, and alternate sites. 121 Therefore, the AFNCR requires a full range of functional and technical services to include, but 122 not limited to engineering, project management, onsite technical support, critical infrastructure 123 preventative maintenance, vendor support, and warranty coverage to support its information 124 technology (IT) services. 125

1.2 Scope. 126

This requirement includes sustainment of infrastructure communications systems and equipment 127 located within the AFNCR. The local area network (LAN) consists of approximately, but not 128 limited to, 18,000 ethernet hosts. The base telecommunications system is a combined voice over 129 internet protocol (VoIP) call manager and Nortel SL100 analog telephone switch. The scope of 130 this task order includes Layer-1 maintenance, installation, removal, and administration assistance 131 of the fiber optic, LAN cabling, and traditional copper voice cabling which supports 132 approximately 24,000 users. The task order also includes full public address support for the 133 Visual Imagery Intrusion Detection System (VIIDS) mission, maintenance, and administration of 134 a Protected Distribution System (PDS) that connects four facilities with a cyber secure stoplight 135 alarm system, Harris Land Mobile Radio (LMR) trunk system, preventative maintenance, and 136 service of approximately 100 radio antenna systems, and preventative maintenance and warranty 137 for critical support equipment supporting core communication infrastructure facilities, e.g., 138 uninterruptable power, electrical systems, and Heating Ventilation and Air Conditioning 139 (HVAC) located in the AFNCR. 140

1.3 Background. 141

The AFNCR has numerous major military constructions and network projects and requirements 142 that the previous SETA contract supported. There are three Air Force Communication 143 Squadrons (CS) assigned to the AFNCR that provides communication systems, information 144 technology systems, and infrastructure services critical to the HAF and AFDW missions. These 145 CSs are the 744th CS, 794th CS, and 844th CS. 146

The men and women of the CSs are responsible for infrastructure systems, infrastructure (data 147 centers, switching facilities, buildings, etc.), LAN and Wide Area Network (WAN) 148 infrastructure, network infrastructure support, net integration, net encryption, net architecture/ 149 configuration management, and telephone switch operations and maintenance (O&M) to include 150 program and project management to meet all Air Force IT and communication support standards 151 within the AFNCR. The CS is required to engineer, implement, and provide key information 152 assurance controls, operations, and the maintenance for both unclassified Non-Secure Internet 153 Protocol (IP) Router Network (NIPRNet) and classified SECRET Secure IP Router Network 154 (SIPRNet) systems, servers, security capability, voice, radio communications, Vesta E-911 155 system maintenance, and special communications systems required for airfield operations. 156 Additionally, the CSs are charged with public address services to support high-level events 157 across the AFNCR. 158

1.4 Requirements Analysis and Conceptual Design 159

The contractor shall perform requirements analysis and conceptual designs at required locations. 160 During this process, the contractor shall collect all the information to complete a requirements 161 analysis and conceptual design. The contractor shall survey, evaluate, and provide technical 162 advice concerning all existing networks, infrastructures, communications, power, HVAC, and 163 environmental aspects of the site. The contractor shall provide an implementation plan, in 164 accordance with the Task Order (TO), reflecting the strategy, schedule, and recommendations 165 (e.g., site architecture, topology, and configuration) for the implementation with considerations 166 of on-site failover and continuity of operations. The Government will provide applicable 167 information, as available, such as existing/projected user network resources and locations, 168 government furnished equipment (GFE), base support requirements, and other written 169 information related to specific implementation for each task order to establish the unique 170 characteristics of each site. Access to Government facilities will be provided and interviews shall 171 be coordinated with Government points of contact specified in the task order. 172

1.5 Systems Engineering 173

The contractor shall provide systems engineering solutions for the analysis, design, integration, 174 installation, testing, and life-cycle support of new and upgraded systems associated with delivery 175 of infrastructure capabilities as defined by the AF enterprise architecture. The contractor shall 176 employ disciplined systems engineering processes in accomplishing contract tasks, using 177 commercial best practices in accordance with Air Force Instruction (AFI) 63-101/20-101 178 Integrated Life Cycle Management, for systems engineering processes in planning, architecting, 179 requirements development and management, design, technical management and control, 180 technical reviews, technical measurements, integrated risk management, configuration 181 management, data management, interface management, decision analysis, systems management, 182 inspections and maintenance, sources of supply maintenance and repair, and test and evaluation, 183 verification and validation. These systems engineering solutions shall follow industry standard 184 engineering processes and may include but not be limited to: Technical assessments of all user 185 requirements, integration of all GFE and contractor furnished equipment (CFE) as proposed, 186 hardware and software information, network applications, system design, training (Commercial 187 off-the-Shelf (COTS) or customized)(initial and recurring), maintenance and support, system 188 interface studies and control documents, network integration and test plans, cost analysis/trade-189 off studies, engineering change proposals, voice switching system (VSS) facility and 190 systems/applications studies, VSS call detail recording and traffic measurement data analysis, 191 engineering support (digital transmission/switching equipment) to Government engineers. The 192 contractor shall provide reengineering capabilities to examine structures, systems, and roles for 193 the purpose of executing a ground-up redesign for achieving long-term, full-scale integration 194 required for the Department of Defense (DoD) Information Network (DoDIN). 195

The contractor shall employ the principles of open technology development described in the 196 DoD Open Technology Development Guidebook and in Net-Centric Enterprise Solutions for 197 Interoperability (NESI) body of knowledge, and systems engineering activities used in 198 developing contractor solutions shall adhere to open architecture designs for hardware, software, 199 and to employ modular open systems architecture approach. The contractor’s systems 200 engineering planning and design activities shall also adhere to the DoD’s Information Sharing 201 and Net Centric Strategies published by the DoD Chief Information Officer (CIO) and the 202 engineering body of knowledge and lessons- learned accumulated in NESI. 203

The contractor workforce will function according to standard IT Infrastructure Library (ITIL) 204 Tiered support definitions Tiers 1 through 3. Tier 1 (AFNCR IT Services (ITS) contractor) 205 technicians provide basic support and troubleshooting, such as password resets, simple 206 configurations, add/removes and break-fix instructions, and will escalate to and work alongside 207 (SETA) Tier 2 and 3 functions. A Tier 1 tech gathers and analyzes information about the user’s 208 issue and determines the best way to resolve their problem. Tier 1 may also provide support for 209 identified Tier 2 and Tier 3 issues where configuration solutions have already been 210 documented. The Tier-2 support level is for providing in-depth troubleshooting, technical 211 analysis, and support from the backend. Tier 2 generally handles break/fix, configuration issues, 212 troubleshooting, and software installations, hardware repair (including in-house repair or 213 coordinating depot services) usually from the backend. Tier-2 handles escalated issues that Tier 1 214 support is not equipped to handle. Tier 2 will sometimes escalate to Tier 3 if after research and 215 fix implementation is out of their skill set or ability to solve. Tier 3 is a level consisting of 216 subject matter experts (SME) on the product or service support area which conducts 217 troubleshooting, configuration, database administration, and repair with the highest access 218 permissions and level of technical certification available for issue resolution or new feature 219 creations. Besides always having the ability to deploy solutions to new problems, a Tier 3 tech 220 usually has the most expertise in a company and is the go-to person for solving difficult issues. 221

1.6 References 222

The contractor shall be familiar and comply with applicable Federal, DoD and Air Force policy, 223 law, commercial regulatory and guidance documents applicable in the United States, and 224 software programs required to accomplish assigned tasks. The contractor shall not perform 225 "inherently government functions" as defined in the Office of Federal Procurement Policy Letter 226 11-01, Performance of Inherently Governmental and Critical Functions, February 13, 2012. The 227 contractor team shall not provide personal services and shall comply with all non-personal 228 services laws, policies, regulations, and rules.229

SECTION II 230

2.0 TASK DESCRIPTIONS 231

The contractor shall provide the technical and functional support required to fulfill this task order 232 as described in the following subtasks. All contractor personnel providing support shall have the 233 applicable minimum required skill levels as outlined in 4.3. The specific tasks to be performed 234 by the contractor shall include but not be limited to onsite support for the Support 235 Communications Operations Infrastructure (SCOI), the VIIDS and the Support Communications 236 Operations Wire (SCOW) work center, onsite program management and audio visual/public 237 address support. Additionally, this task order covers maintenance, preventative maintenance, and 238 emergency support for critical equipment (e.g., uninterruptable power, electrical systems, and 239 HVAC) located on JBA, JBAB, and GSUs. 240 Unless specified otherwise in the task order or PWS, the contractor shall maintain the non-cable 241 plant and non- switching systems (i.e., Uninterruptible Power Supply (UPS) equipment, HVAC 242 equipment, multiplexers, phones, mass notification (Giant Voice), LMR trunk maintenance, 243 antennas (for ground to air, LMR and other specialized Radio Frequency (RF) systems) and 244 those systems provided by the contractor under this contract. The contractor shall have, from the 245 time of notification of equipment failure(s), a maximum of 8 hours to respond and 48 hours to 246 complete the repair(s) or replace (at the user’s site) the malfunctioning system(s) or components, 247 unless otherwise stated in the task order. The contractor shall provide services and solutions that 248 enable information management services, including, but not limited to, Continuity of Operations. 249

This Indefinite Delivery, Indefinite Quantity (IDIQ) contract requires the contractor to be 250 flexible in providing manpower to the CS. Some position requirements will be subject to change 251 as systems transition physically to new facilities, modernize to meet mission requirements, and 252 scale up or down some positions will no longer be required and others may be expanded. The 253 Government will define additional manning requirements in conjunction with approved and 254 coordinated projects. 255

The contractor is expected to accomplish all work included in this PWS in the annual task orders 256 issued by the Government. Some large projects may fall outside the annual O&M task orders. 257 These large projects will be managed separately and will be placed on task orders separate from 258 the annual task orders. A large project is any project expected to take more than six (6) months 259 to complete which has projected material and/or labor costs that exceed $500,000.00. The 260 Government may direct a project that meets the definition of a large project to be completed 261 within the work performed under an annual task order without issuing a separate task order at the 262 sole discretion of the Government. The Government may also choose to issue a separate task 263 order for a project that does not meet this definition if it is in the best interests of the 264 Government. 265

The contractor shall provide system upgrade support and future planning associated with 266 delivery of infrastructure capabilities as defined by the AF enterprise architecture. The contractor 267 shall maintain currency with the design and development of systems that are like those 268 implemented in the VSS and discuss recommended changes or strategies with the Government. 269

The contractor shall identify current or anticipated problem areas relating to telephony hardware 270 and software systems and present technical issues of interest or value to the Government 271 regarding VSS. The contractor shall provide information regarding technology advancement to 272 the Government and support new telecommunications products and solutions as they are 273 approved by the DoD Joint Interoperability Test Command (JITC) and introduced into the VSS 274 network. These newly emerging solutions must adhere to AF or Intelligence Community (IC) 275 security requirements as they pertain to voice telecommunications assets prior to installation. 276 The Government Acquiring Authority CS is the Government Service Owner (GSO), and as such 277 retains the right to provide cooperative, augmentation, or surge support to any and all Tier level 278 activities across the spectrum of IT support areas. The GSO will be informed by the contractor 279 of all IT execution activities and will determine the level of government technical support with 280 the assistance of standard operating procedures, other governance, and mission priorities. In 281 general, any government technical augmentation will reside in the Tier 1 through Tier 2 level. 282 The Government reserves the right to unilaterally, and without prior notice, accomplish fully or 283 augment the contractor in executing any tasks, deliverables or requirements listed in the PWS. 284

2.1 Task 1: Network Infrastructure 285

2.1.1 Protected Distribution System (PDS) 286

2.1.1.1 The contractor shall ensure that all components of the PDS systems to include but not 287 limited to hardware, interceptors, stoplights, and software are current and up to date with the 288 latest vulnerability patches and security updates, to include but not limited to all DISA STIGs, 289 DoD and AF TCNOs, and vulnerability patches recommended by DISA, the Air Force, relevant 290 commercial entities, and the Government. Contractor shall ensure that all components of the 291 PDS are fully functional. 292

2.1.1.2 The contractor shall ensure the PDS and all associated facilities to include but not 293 limited to communications closets, manholes, and hand holes receive all necessary annual 294 revalidations. 295

2.1.1.3 The contractor shall create and maintain a disaster recovery plan for the PDS system. 296 The contractor shall update this plan quarterly and present it to the Government upon request. 297 Contractor shall implement the disaster recovery plan immediately upon direction from the 298 Government. 299

2.1.1.4 The contractor shall respond onsite and remedy internal PDS alarms within 15 minutes 300 of notification from Government during duty hours. The contractor shall confirm and clear 301 alarm as non-threat or report an intrusion to appropriate Government entities within one (1) hour. 302

2.1.1.5 The contractor personnel shall provide training, as requested, within the parameters of 303 their area of expertise. The contractor shall log what training was accomplished and what 304 Government personnel the training was delivered to and include these logs in the MSR. 305

2.1.2 Local Area Network (LAN) Engineering 306

2.1.2.1 The contractor shall install, configure, administer, manage, maintain/update and provide 307 maintenance and operational support for the LAN components and LAN system. 308

2.1.2.2 The contractor shall provide Tier 2 and Tier 3 installation and support for the NIPRNet 309 and SIPRNet. The contractor shall ensure the entire LAN complies with all DISA STIGs and AF 310 TCNOs by implementing firmware, software, and hardware changes as necessary. 311

2.1.2.3 The contractor shall provide emergency LAN troubleshooting assistance within 30 312 minutes of notification either by phone or in person. The contractor shall be onsite to 313 troubleshoot and resolve any emergency network outage within two (2) hours of notification if 314 deemed necessary by the government. The contractor shall provide routine network 315 troubleshooting and maintenance as directed by Government and within the guidelines of the 316 Government’s ASI process. The Government will determine what constitutes an emergency on a 317 case-by-case basis. 318

2.1.2.4 The contractor shall complete network changes required within five (5) business days. 319

2.1.2.5 The contractor shall prepare and maintain project planning documentation, create, and 320 maintain network maps/diagrams (static and active/dynamic which are maintained/updated 321 continuously), and presentation material. Acceptable formats are Adobe Acrobat and Visio. The 322 contractor shall provide these materials to the Government within three (3) business days of the 323 request. The contractor shall input all relevant information into network monitoring tools (e.g., 324 Cisco Prime Infrastructure, Solar Winds). 325

2.1.2.6 The contractor shall support the acquisition of new software and hardware by conducting 326 research and loading any applicable software, hardware, or firmware updates to LAN equipment. 327 The contractor shall install new LAN equipment as needed or as directed by the Government. 328

2.1.2.7 The contractor shall use Government provided ticket system to process, log and close out 329 trouble tickets, change requests and work-orders within two (2) business days of completion. 330

2.1.2.8 The contractor shall provide management and maintenance of encryption devices. The 331 contractor shall ensure that encryption keys are loaded at least one month before expiration. The 332 contractor shall install, configure, administer, manage, maintain/update and provide maintenance 333 and operational support and use GEM-One to centrally manage all encryption devices. The 334 contractor shall ensure the MTTR GEM-ONE system does not exceed 1.5 hours. contractor shall 335 provide GEM-ONE emergency outage resolution within 1.5 hours of notification. 336

2.1.2.9 The contractor shall ensure LAN equipment is following all Air Force Enterprise CM 337 Policies and listed on all relevant inventories. 338

2.1.2.10 The contractor shall create and maintain a disaster recovery plan for the LAN system. 339 The contractor shall update this plan quarterly and present it to the Government upon request. 340 contractor shall implement the disaster recovery plan immediately upon direction from the 341 Government. 342

2.1.2.11 The contractor shall attend and participate in weekly Network Improvement Working 343 Group (NIWG) meetings. 344

2.1.2.12 The contractor personnel shall provide training, as requested, within the parameters of 345 their area of expertise. This training will be internal to the CS and will be for the purpose of 346 improvement of the CS workforce. The contractor shall log what training was accomplished and 347 what Government personnel the training was delivered to and include these logs in the MSR. 348

2.1.3 Provide Legacy Telephone Systems support 349

2.1.3.1 The contractor shall provide Tier 2 and 3 maintenance and operational support for 350 telephony systems. 351

2.1.3.2 The contractor shall survey, install, maintain, troubleshoot, and audit physical 352 connections utilized for telephony systems. contractor shall ensure all tickets are completed 353 within three (3) business days of assignment. 354

2.1.3.3 The contractor shall maintain or create documentation of existing Copper circuits 355 including Integrated Services Digital Network (ISDN), Plain Old Telephone Service (POTS), 356 alarm, fax, elevator, or other systems. 357

2.1.3.4 The contractor shall install, maintain, and troubleshoot telephony devices. contractor 358 shall ensure all tickets are completed within three (3) business days of assignment. 359

2.1.3.5 The contractor shall ensure that all telephony interfaces with emergency service location 360 information systems such as Configuration Accounting Information Retrieval System (CAIRS) 361 are up to date with the correct detail for device location information. 362

2.1.3.6 The contractor shall assist in identifying legacy devices and services and shall provide 363 solutions or strategies in order to migrate analog and legacy digital services to IP based solutions 364 in accordance with (IAW) SAF/CN directives. 365

2.1.4 Facilitate Work Center Processes 366

2.1.4.1 The contractor shall properly update and maintain all network documentation with 367 appropriate GSO(s) and/or associate government IT support contractors. 368

2.1.4.2 The contractor shall attend all meetings that pertain to network status changes and as 369 directed by the Government and update Government on all actions. 370

2.1.4.3 The contractor shall ensure tasks and subtasks are completed IAW the PWS. 371

2.1.5 Local Area Network (LAN) Voice Systems Maintenance and Sustainment 372

2.1.5.1 The contractor shall provide Tiers 1, 2, and 3 support for the Voice systems. The 373 contractor shall ensure the entire voice solution complies with all DISA STIGs and AF TCNOs 374 by implementing firmware, software, and hardware changes as necessary on all components of 375 the system. 376

2.1.5.2 The contractor shall install, configure, administer, manage, maintain/update and provide 377 maintenance and operational support for the Cisco Unified Communications Manager (CUCM) 378 and its components. The contractor shall deliver comprehensive customer IT support to include 379 but not limited to transitioning (i.e., moves, adds and changes), operating, maintaining, restoring, 380 protecting, backups and refreshing CUCM telephony including all associated infrastructure 381 systems, components, and data as well as administration of listed systems and components. 382 contractor shall ensure that all components of the CUCM systems to include but not limited to 383 Servers, Unity Messaging System, Databases, Physical phones, Soft Clients, Operating Systems, 384 Gateways, Switches, Routers, Firmware, Software and Hardware are kept updated to meet or 385 exceed all industry standards and are fully functional. 386

2.1.5.3 The contractor shall provide emergency voice LAN troubleshooting assistance within 30 387 minutes of notification either by phone or in person. Contractor shall be onsite to troubleshoot 388 and resolve any emergency voice outage within two (2) hours of notification. Contractor shall 389 provide routine network troubleshooting and maintenance as directed by Government and within 390 the guidelines of the Government’s ASI process. The Government will determine what 391 constitutes an emergency on a case-by-case basis. 392

2.1.5.4 The contractor shall complete all Voice system changes assigned by the Government 393 within ten (10) business days. 394

2.1.5.5 The contractor shall prepare and maintain project planning documentation, create, and 395 maintain LAN/voice network maps/diagrams (static and active/dynamic which are 396 maintained/updated continuously), and presentation material. Acceptable Formats are Adobe 397 Acrobat and Visio. The contractor shall provide these materials to the Government within three 398

(3) business days of the request. The contractor shall input all relevant information into network 399 monitoring tools (e.g., Cisco Prime Infrastructure, SolarWinds). 400

2.1.5.6 The contractor shall support the acquisition of new software and hardware by conducting 401 research and loading any applicable software, hardware, or firmware updates to Voice equipment 402 as directed by the Government. The contractor shall physically and virtually install new 403 equipment as directed by the Government. The contractor shall attend and participate in all voice 404 relevant meetings. 405

2.1.5.7 The contractor shall use Government provided ticket systems to process, log and close 406 out all trouble tickets, change requests and work-orders within two (2) business days of 407 completion. 408

2.1.5.8 The contractor shall support traditional telephony (time division multiplex switching, 409 Nortel circuit-based switches, ISDN trunking, Channel-Associated Signaling (CAS) trunking, 410 Defense Switched Network (DSN) operations including multi-level precedence and preemption 411 (MLPP) and Post Branch Exchange (PBX) knowledge. 412

2.1.5.9 The contractor shall integrate all relevant voice services including but not limited to 413 conference call hosting capabilities, voicemail, Call Center Capabilities, Emergency 911 414 services, Dynamic Host Configuration Protocol (DHCP), T-Metrics, voicemail, and DSN access 415 with the CUCM. 416

2.1.5.10 The contractor shall ensure all voice equipment complies with all AF Enterprise CM 417 Policies and listed on all relevant inventories. 418

2.1.5.11 The contractor shall create and maintain a disaster recovery plan for the LAN Voice 419 system, the contractor shall update this plan quarterly and present it to the Government upon 420 request. Contractor shall implement the disaster recovery plan immediately upon direction from 421 the Government. 422

2.1.5.12 The contractor shall support decommissioning of legacy telephony/Time Division 423 Multiplexing (TDM) technologies and migration to IP-based telephony. 424

2.1.5.13 The contractor personnel shall provide training, as requested, within the parameters of 425 their area of expertise. The contractor shall log what training was accomplished and what 426 Government personnel the training was delivered to and include these logs in the MSR. 427

2.2 Task 2: Provide Support for the Visual Imagery Intrusion Detection System (VIIDS) 428

The contractor shall provide Tiers 2 and 3 support to install, configure, administer, manage, 429 maintain/update and provide VIIDS support and repairs required to keep listed critical VIIDS 430 systems and components fully operational. The contractor shall ensure the VIIDS as a whole and 431 all hardware and software components meet or exceed all applicable Government standards and 432 regulations. The contractor shall ensure all listed VIIDS, and components are kept updated to 433 meet or exceed all industry standards and are fully functional. The contractor shall maintain and 434 keep current any relevant Government documentation on a SharePoint site or similar 435 web/application-based tracking tool (on premise) for all VIIDS. 436

2.2.1 The contractor shall provide onsite emergency support to resolve any issues within 1 hour 437 of notification by the Government to include outside normal duty hours. The Government will 438 determine what constitutes an emergency on a case-by-case basis. 439

2.2.2 The contractor shall prepare and maintain project planning documentation, create, and 440 maintain network maps/diagrams (static and active/dynamic which are maintained/updated 441 continuously), and presentation material. Acceptable Formats are Adobe Acrobat and Visio. The 442 contractor shall provide these materials to the Government within three (3) business days of the 443 request and follow all required document classification requirements. The contractor shall 444 provide a written monthly status report on the VIIDS repair and maintenance activities in a 445 mutually agreed upon format. 446

2.2.4 The contractor shall prepare and maintain a comprehensive written disaster recovery plan 447 for the VIIDS in a mutually agreed upon format and provide it to the Government upon request. 448 The contractor shall implement the disaster recovery plan within the allotted emergency onsite 449 support timeframes related to this task order or at the request of the Government. 450

2.2.5 The contractor shall perform comprehensive quarterly maintenance visits/inspections and 451 provide the Government with a written report in a mutually agreed upon format within 5 452 business days of the visit/inspection. The contractor shall resolve any deficiencies found during 453 quarterly maintenance visits/inspections within 30 business days. 454

2.2.6 The contractor personnel shall provide training, as requested, within the parameters of 455 their area of expertise. This training will be internal to the CS and will be for the purpose of 456 improvement of the CS workforce. The contractor shall log what training was accomplished and 457 what Government personnel the training was delivered to and include these logs in the MSR. 458

2.3 Task 3: Cable/Antenna Maintenance 459

2.3.1 Inside Plant (ISP) 460

ISP is defined as all distribution and connectivity internal to a facility. Maintenance 461 responsibilities include design, inspection, installation, repair, expansion, and maintenance of 462 ISP systems to include pathways and spaces, entrance facilities, telecommunications rooms, 463 telecommunications rack/cabinet/enclosure installation, wall and floor penetrations, fire 464 stopping, grounding, and bonding, backbone distribution, copper, and fiber optic horizontal 465 distribution. All ISP systems will be managed and serviced in compliance with the applicable 466 codes, standards, and best practices. 467

2.3.1.1 Installation and Maintenance 468

2.3.1.1.1 The contractor shall, as required by each task order, design, install, and configure the 469 components for inside plant (e.g., grounding and bonding, equipment racks/cabinets/enclosures, 470 fiber optic distribution panels, equipment, internal cabling, comm. closet management, etc.). 471

2.3.1.1.2 The contractor shall install and test cable and components IAW applicable codes, 472 standards, and best practices, unless superseded by a Government approved instruction indicated 473 within the task order. Electrical and communications cable, conduits, and circuits shall be 474 installed IAW the National fire Protection Association (NFPA) 70 National Electric Code 475 (NEC), applicable American Standards Institute (ANSI)/Telecommunications Industry 476 Association (TIA) standards and Building Industry Consulting Service International (BICSI) 477 Telecommunications Distribution Methods Manual (TDMM) and IT Systems Installation 478 Methods Manual (ITSIMM). 479

2.3.1.1.3 The contractor shall clearly label each end of every individual cable and every 480 termination in accordance with the floor plans or engineering drawings. The contractor shall 481 provide attached labels that are durable and legible. For any deviations to the specific installation 482 specification, the contractor shall submit a proposal to the contracting officer for approval. 483

2.3.1.1.4 The contractor shall perform acceptance, and quality assurance technical inspection 484 duties and will assist in development of local communications quality control checklists for 485 evaluation and acceptance of newly installed ISP systems as defined by most current National 486 Fire Protection Association (NFPA) codes, ANSI/TIA standards, BICSI ITSIMM, BICSI 487 TDMM, and published Air Force guidance. 488

2.3.1.1.5 Quality Assurance Assistance 489

The contractor shall perform acceptance inspection duties and will assist in development of 490 Local Communications Quality Control Checklists for evaluation and acceptance of newly 491 installed Outside Plant (OSP) systems as defined by Airforce guidance. 492

2.3.1.1.5.1 The contractor shall coordinate with Support Communications Quality (SCQ) to 493 inspect new installations completed by third parties. (This process originates in the Support 494 Communications Plans Flight (SCX) 495

2.3.1.1.5.2 The contractor shall inspect contract installed communication systems according to 496 ANSI/TIA, NFPA 70 NEC, BISCI TDMM and ITISMM, and AF Methods and Procedures 497 Technical Order (MPTO) standards and as directed by the support CS Policy. 498

2.3.1.1.6 The contractor personnel shall provide training, as requested, within the parameters of 499 their area of expertise. The contractor shall log what training was accomplished and what 500 Government personnel the training was delivered to and include these logs in the MSR. 501

2.3.1.2 ISP Incident response 502

2.3.1.2.1 The contractor shall process and resolve assigned trouble tickets as assigned within 503 three (3) business days. 504

2.3.1.2.2 The contractor shall respond to emergency ISP troubleshooting, repair, and assistance 505 within 30 minutes of notification either by phone or in person. contractor shall be onsite to 506 troubleshoot and begin repair and resolution of any emergency outage within two (3) hours of 507 notification 24 hours a day seven days a week. contractor shall provide routine ISP, 508 troubleshooting and maintenance as directed by Government and within the guidelines of the 509 Government’s ASI process if required. The Government will determine what constitutes an 510 emergency on a case-by-case basis. 511

2.3.1.2.3 The contractor personnel shall provide training, as requested, within the parameters of 512 their area of expertise. The contractor shall log what training was accomplished and what 513 Government personnel the training was delivered to and include these logs in the MSR. 514

2.3.2 Outside Plant (OSP) 515

OSP is defined as all distribution and connectivity between facilities and equipment. 516 Maintenance responsibilities include design, inspection, installation, repair, expansion, 517 maintenance, creating circuits, and documentation of all OSP telecommunications systems such 518 as pathways and spaces, splicing, termination, testing, and certification. All OSP systems will be 519 managed and serviced in compliance with the applicable codes, standards, and best practices. 520

2.3.2.1 OSP Installation and Maintenance 521

2.3.2.1.1 The contractor shall operate in teams of two (2) for routine tasks and, as required by 522 each task order, design, install, and configure the components for outside plant e.g., fiber, 523 manholes, duct, building entries, trenching, digging, construction, external cabling, and 524 documentation. 525

2.3.2.1.2 The contractor shall install and test cable and components IAW accepted industry 526 standards, unless superseded by a Government approved instruction indicated within the task 527 order. Electrical and communications cable, conduits, and circuits shall be installed IAW the 528 NEC, ANSI/TIA, BICSI TDMM, and BICSI ITSMM. 529

2.3.2.1.3 The contractor shall clearly label all cabling IAW in as directed and in accordance 530 with engineering drawings, and AF MPTO’s. The contractor shall provide attached labels that 531 are durable for the intended environment and legible. For any deviations to the specific 532 installation specification, the contractor shall submit a proposal to the Contracting Officer (CO) 533 or CO Representative (COR) for approval. 534

2.3.2.1.4 The contractor's design solutions should not include aerial cable unless the 535 Government has approved specific site exceptions. When use of aerial cable is approved, 536 installation and test shall be IAW accepted industry standards, unless superseded by a 537 Government approved Information System (IS) indicated within the task order. 538

2.3.2.1.5 The contractor shall provide OSP installation equipment as required to include 539 excavating, pulling, and installation heavy equipment, i.e., Cable Reel Truck, Cable…