DRAFT Performance Work Statement.pdf

Attachment 1, Performance Work Statement F3N0434064AC01 - Cellular Service for the Kaiserslautern Military Community

Performance Work Statement

Kaiserslautern Military Community

Commercial Cellular Services

15 May 2024

PERFORMANCE WORK STATEMENT

(PWS)

1.0. DESCRIPTION OF SERVICES. The Contractor shall provide the necessary equipment and materials to provide commercial cellular service to all lines of service associated with the Kaiserslautern Military Community (KMC).

The services required under this PWS are not mission essential as defined by DoDI 1100.22.

1.1. PRODUCTS AND SERVICES. The requirement is to have voice and data transmit over commercially available cellular network to support the Government’s mission. The Contractor’s cellular networks shall provide, but not limited too, subscribers with cellular services for applications such as voice, data, short messaging services, multimedia messaging services, and Internet services.

1.2. CALLING OPTIONS. The Contractor shall make calling plans available to meet multiple types of services required as identified within Attachment 2.0 of this PWS. The Contractor shall provide options such as international calling and data within each of the plans identified within Attachment 2.0.

1.3. COVERAGE. The Contractor shall work with designated Government points of contacts (POCs) to create a plan to optimize cellular network coverage on Air Force installations within the KMC.

1.4. OPTIONAL SERVICES AND FEATURES. The Contractor shall provide optional country packages in the basic and high usage tiers. These country packages may be chosen by specific users and added to their basic voice only or basic voice and data plans.

The Government shall be permitted to use devices already owned by the Government, or purchased by the Government after award of this contract or during the performance period.

Devices are not required to be purchased under this contract; however, the contractor shall provide services to any European Union (EU) compatible device.

The Contractor shall be responsible for providing monthly invoices in English to separate accounts, a process for ordering new cellular lines of services, and an English speaking customer service team.

1.5. INTERNATIONAL PLAN: The Contractor shall provide global coverage within the international calling and data plan for wireless communication services for wireless/cellular telephones/voice mail/smart phone devices throughout the U.S. European Command (USEUCOM), U.S. Central Command (USCENTCOM), U.S. Africa Command (USAFRICOM), U.S. Northern Command (USNORTHCOM) Areas of Responsibility (AORs).

Global coverage means the user will have access to voice and data communication services in all countries and AORs listed in this paragraph, to include the 48 contiguous United States, Alaska, Hawaii, Puerto Rico, District of Columbia, U.S. Territories of American Samoa, the Federated States of Micronesia, Guam, Midway Islands, U.S. Virgin Islands, Afghanistan, Albania, Armenia, Australia, Austria, Azerbaijan, Bahrain, Belgium, Bosnia Herzegovina, Bulgaria, Caribbean, Chile, China, Chad, Croatia, Czech Republic, Democratic Republic of Congo, Denmark, Djibouti, Egypt, Estonia, Ethiopia, Finland, Fiji, France, Germany, Ghana, Greece, Honduras, Hong Kong, Hungary, Iceland, India, Iraq, Ireland, Israel, Italy, Japan, Kenya, Kuwait, Latvia, Liberia, Libya, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Mozambique, Netherlands, New Zealand, Niamey, Nigeria, Norway, Oman, Pakistan, Panama, Poland, Portugal, Qatar, Romania, Russia, Serbia, Singapore, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Turkey, Turkmenistan, United Arab Emirates, United Kingdom and Yemen, Ukraine, and Uzbekistan.

The contractor shall provide their global coverage maps.

It is understood that coverage may not be available 24/7 at all locations due to differing technology standards of networks, and in conflict areas.

1.6. OVERAGES. Overage charges are defined as a charge which is not already included in a basic package and/or optional package. The Contractor shall provide an overage price list showing the cost per minute for each country/region they service with cost breakdown by connection (to include, but not limited to fixed line, mobile line, incoming, outgoing, roaming, data). Contractor shall provide the overage price list on their website.

1.7. MARKET CONDITIONS. Contractor shall inform the Government of any market changes for services to ensure pricing remains equal to or better than the best pricing offered to enterprise customers of similar scope and magnitude, including Federal Government agencies. If better pricing is available for services than the original pricing, the Contractor shall offer the best pricing to the Government (to include the packages outlined in Attachment 2.).

1.8. SYSTEM UPGRADE/OUTAGE NOTIFICATION. The Contractor shall provide upgrades to its commercial support systems, (including, but not limited to, systems for billing and invoicing, service ordering and tracking, trouble and complaint handling, and spend management and administrative reporting) at no additional cost to the Government as these upgrades become available to commercial customers. If the Government will be affected by system changes or upgrades, the Contractor shall notify and inform Government users how they will be impacted 30 days prior to implementation and provide temporary solutions, if available.

1.9. PROBLEM RESOLUTION. The Contractor shall develop a formal problem resolution process that will be incorporated into the contract. The proposed process shall include a means to address the full range of potential problems including, but not limited to, those surrounding product/service delivery, accuracy/integrity of data feeds, invoice and billing discrepancies, and any other potential issues that may arise. The Contractor’s proposed problem resolution process shall include, at a minimum, the following key elements:

• Dedicated Contractor POCs to receive initial calls regarding any problem and help route the caller to the proper person to address the problem.

• Escalation Process: If the initial POC cannot resolve the Government subscriber’s problem surrounding product/service delivery, accuracy/integrity of data feeds, invoice and billing discrepancies, or any other potential issues within 48 hours, the Government subscriber shall be given contact info of an alternate POC with higher organizational authority via phone or e-mail to escalate the rectification of the issue.

• Ability to track a problem from initial contact through the escalation process to resolution.

• Proposed performance metrics for problem resolution (time to resolve) and proposed method for tracking and reporting these metrics listed in Paragraph 10. Deliverables.

2.0. BILLING AND INVOICING. The Contractor shall provide monthly invoices directly to the Government Purchase Card (GPC) cardholders and Resource Advisors for each organization.

Paper invoices will not be utilized. Contractors shall make available an electronic invoice for all goods and services and use recommended commercial billing database system or equivalent within 10 business days after the covered period. All invoices shall clearly state the BPA Call Order number. The electronic invoices shall be in English and in a format that can be automatically processed, as opposed to an image of the data (e.g., PDF or bitmap). A structured data file (e.g., .xls or .xlsx) is the preferred format for electronic invoice transmission. The electronic format used shall be such that a machine-to-machine interface can be used and not require manual intervention. The Contractor shall also provide a web site in English to support on-line bill review using a hierarchical structure to allow bills to be reviewed by individual users, GPC cardholders and Resource Advisors for each organization. The Contractor shall support incorporation of additional levels of bill viewing on the web page. The Contractor shall provide the capability to assign a tiered level of access to each user that specifies which levels in the hierarchy they are able to review. The Contractor’s web site shall allow all individual users, including those that are part of a group invoice, to view only their individual bill and usage information on-line. Billing data must include all fees or discounts and provide enough data to enable the customer to ensure accuracy of a single charge. Bills shall be made accessible on-line for a minimum of 90 days after bill was issued. Mandatory minimum invoice and bill data elements are listed in Attachment 1 of this document. Each individual charge shall be broken out as a separate line item under each line of service. Each charge detail record shall include a standard service description and the associated CLIN. Date of applicability or the date that the charge was incurred shall be presented in a separate data field for each charge. The type of charge (e.g., recurring service, usage, equipment purchase) shall be indicated for each charge detail record.

2.1. TIMELY AND ACCURATE INVOICING. Invoice discrepancies shall be handled promptly until resolved. The disputed portion of the invoice shall be resolved within 90 calendar days of written notification. Invoicing discrepancies affecting only a portion of the bill shall be reflected in an amended bill for the month in question and not on subsequent bills. The Contractor shall provide a toll-free telephone number that is available between the hours of 7:00 am to 11:00 pm CET, Monday through Friday to address invoice inquiries and disputed charges.

All billing disputes will be submitted to the Contractor in writing or electronically.

3.0. PROGRAM MANAGEMENT. The Contractor shall establish a dedicated Program Manager (PM) responsible for successful execution and ongoing management of this contract.

The Contractor shall provide within 5 days of contract award the names and contact information (including phone and e-mail address) for the PM and a minimum of 2 alternate POCs that may be used in the event the PM is unavailable. Program management support includes, but is not limited to, the following:

• Serve as the direct contact for the KMC Commercial Cellular Program for all outstanding issues and concerns

• Provide assistance with urgent request (e.g., service interruptions, surge requirements, coverage issues)

• Assist with normal requests such as service changes or inquires

4.0. ACTIVATION/CANCELLATION. The Contractor shall activate/cancel cellular service/packages within 1 business day of request by the Government. The contractor shall notify the Government technical representative, the GPC cardholder, and Resource Advisor of the purchasing organization of activation/cancellation in English within 24 hours of request. All devices/cell phones will be activated in English.

5.0. ORDERING GENERAL

5.1. MODIFICATION/SUSPENSION/REINSTATEMENT. The Contractor shall take action on requests by the GPC Resource Advisor or Government representative of each customer account, such as adding/deleting service options, suspending or reinstating service and complete such actions within 24 hours of request. A list with persons who are authorized to request these changes will be handed to the Contractor at contract award.

5.2. PAYMENT OF INVOICES. Payment under this contract will be made via GPC. This section describes the procedures to be used for ordering services. The Government-wide purchase card, commonly referred to as the GPC, is the method of ordering and paying for purchases made under the contract. Purchase card orders are subject to all terms and conditions of this contract. The purchase card is specifically designed for use by the Federal Government. The purchase card is like a typical commercial credit card. The purchase card will only be used for official Government purchases in accordance with the established price list, terms, and conditions of the contract. The Contractor shall accept firm-fixed-price credit card orders under the contract made by use of an authorized purchase card.

5.3. ACCOUNT MANAGEMENT

The Contractor shall support the following activities in accordance with contractor established procedures:

A. Customer Service – The Contractor shall support subscriber services to include but not limited to: adding a new service/device, changing services/plans to existing devices, removing devices, individual billing by unit card holders, and payment process.

B. The Contractor shall provide electronic training materials and other information and services to support Government subscribers, Contracting Officers and billing representatives, to the extent that they are available, including, but not limited to, the following:

• Self-training

• Details of any new processes and procedures created in support of the BPA

• Training in the use of any commercially available auditing or reporting tools provided by the Contractor

• Manuals and/or training for all ordering, billing and payment functions

• Answers to Frequently Asked Questions (FAQ) from Government subscribers

• Posting of contact information for Contractor POCs

C. Billing – The Contractor shall support on-line bill reviewing.

5.4. OUTAGE NOTIFICATION PROCESS

The Contractor shall notify 86 CS/SCXP and individual user accounts when cellular coverage outages occur on the Contractor’s network.

5.5. FEES. There shall be no fees, penalties, or any other cost associated with the cancellation/deactivation of any service to include, but not limited to, early termination of line of service or package modification of line of service like adding or cancelling one or several packages or reactivation of line of service. The Contractor will hold the Government harmless for any of these actions.

6.0. CUSTOMER SERVICE/TECH SUPPORT. Support technicians and customer service technicians shall be able to communicate in English. The Contractor shall have the ability to block unauthorized services/applications and temporarily block lines of service within three calendar days of request by the Contracting Office or 86 CS/SCXP.

7.0. SECURITY BREACH REQUIREMENTS. The Contractor shall report any breach, or incident reasonably believed to have been a breach, which may have exposed Government data to 86 CS/SCXP immediately upon discovery. Reasonable belief that a breach has occurred arises when, for example:

• Someone has received unauthorized access to data (including, but not limited to; non-public mail / e-mail to an unauthorized person, incorrect network access settings which are reasonably believed to have resulted in intrusion, inadvertent posting of information in electronic format or other non-hacking incidents.

• Data acquisition has occurred (including, but not limited to; lost or stolen electronic equipment including PDAs, laptops, desktop computers, and storage media).

• Hacking (to be defined as a successful intrusion or computer systems via the network where it is indicated that Government data may have been downloaded, copied or otherwise accessed).

• Any other unauthorized/inappropriate access of Government data stored by the Contractor in any form.

• Access to the network, which could create a denial or degradation of services of DoD capabilities (e.g., spam or traffic overload).

The Contractor shall report to 86 CS/SCXP any known or discovered security vulnerabilities which have the potential to compromise the confidentiality, or integrity of data resident on, transmitted or received by cellular devices, and any peripherals, firmware, or software related to these devices provided to the Government by the Contractor immediately upon discovery, but no later than 24 hours following discovery.

8.0. DELIVERABLES. The Government will work with the Contractor to establish Key Performance Indicators (KPIs), which shall govern the services offered under the contract. Any data collected regarding performance metrics that is marked as proprietary by the Contractor will be treated as such by the Government. Such data will not be released outside of the Government, will remain marked as proprietary when circulated internally, and will only be released within the Government to the minimum extent required to achieve the Government’s objectives.

8.1. MANAGEMENT AND OPERATIONAL DELIVERABLES. Deviation from the target service levels for these metrics will be acceptable on an exception basis, provided that the Contractor has obtained approval from the Contracting Officer immediately upon becoming aware of the situation (e.g., bulk orders or surge requirements).

Metric Description Target Service Level Product Delivery Time

Time from order acceptance by the Contractor to shipment of product

3 business days

Activation of Service

Time from order acceptance to activation of basic and/or optional packages

1 business day

Billing Time Electronic receipt of a complete and accurate bill for the previous month's services and products

10th business day of the following month

Billing Accuracy

Correct charges for each item on the monthly invoice to include, but not limited to services, taxes, discounts, shipping, surcharges, overages, and hardware

Less than 5% of the monthly bills found to be in error

Billing Issue Resolution

A formal dispute, problem tracking and reporting process is available to keep the agency informed of reported disputes. Disputes shall be handled properly until problem resolution accepted by the Government by the next billing cycle.

Resolve no later than 90 days, with corrections or credits due shown on that particular month's bill.

Trouble Call Rate

The number of trouble calls per month per the number of active lines.

<2%

9.0. CONTRACTOR MANPOWER REPORTING APPLICATION (CMRA). The

Contractor shall report all contractor labor hours (including sub-contractor labor) hours required for performance of services provided under this contract for the Air Force via a secure data collection site. The Contractor is required to completely fill in all required data fields at http://www.ecmra.mil.

http://www.ecmra.mil/

9.1. Reporting inputs will be for the labor executed during the period of performance for each Government fiscal year (FY), which runs from 1 October to 30 September of the following year.

Contractors may direct questions to the CMRA help desk.

9.2. Reporting Period: Contractors are required to input data by 31 October of each year.

9.3. Users and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor hour dollars. At no time will any data be released to the public with the Contractor name and contract number associated with the data.

9.4. Data for Air Force service requirements must be input at the Air Force CMRA link.

However, user manuals for government personnel and contractors are available at the Army CMRA link: http://www.ecmra.mil.

http://www.ecmra.mil/

ATTACHMENT 1

BILLING / REPORT DETAILS

A1.1. MONTHLY INVOICES. The Contractor shall provide a monthly summary and detailed invoice to each the GPC cardholder and Resource Advisor of each customer account to include the following data elements:

a) Contract #

b) Customer Acct #

c) Invoice #

d) Invoice Date

e) Billing Period Start Date

f) Billing Period End Date

g) User POCs on the account

1. Mailing Address

2. Telephone #

3. E-mail address

h) Subscribed CLIN(s) and charges

1. Description of charges (e.g., roaming, incoming, outgoing)

2. Minutes used

3. Data downloaded

4. Data uploaded

i) List and explanation of any one-time charges A1.1.1. The Contractor shall work with the GPC cardholder and Resource Advisor of each customer account to capture additional data elements that may be requested at a later date.

ATTACHMENT 2

BASIC AND OPTIONAL PACKAGES

Included Features Basic Voice Only

Basic Data and

Voice

High Usage Data and

Voice

Basic Data Only

International Data and

Voice

Free incoming/outgoing calls within EU

Yes Yes Yes N/A Yes

SMS and MMS Yes Yes Yes N/A Yes

Voice-mail Yes Yes Yes N/A Yes

Caller ID Yes Yes Yes N/A Yes

Caller ID Blocking Yes Yes Yes N/A Yes

Call Waiting Yes Yes Yes N/A Yes

Call Forwarding Yes Yes Yes N/A Yes

Three-way calling Yes Yes Yes N/A Yes

Minimum 10GB data within Germany at 3G/4G/5G* speed (excluding USA, Europe, and Africa Optional packages)

N/A Yes No Yes No

Minimum 50GB data within Europe and US at 3G/4G/5G* speed

N/A No Yes No Yes

Minimum 50GB data within the countries listed in paragraph 1.5. at 3G/4G/5G* speed

N/A No No No Yes

Web Browsing N/A Yes Yes Yes Yes

Tethering N/A Yes Yes Yes Yes

Compliance with EU area roaming tariff regulation within the EU and the EEA

Yes Yes Yes Yes Yes

FIPS 140-2 Compliant (Reference: DoD 8100.2)

Yes Yes Yes Yes Yes

Optional country packages in addition to the countries listed in paragraph 1.5., for a specific time period.

Yes Yes Yes Yes Yes

Optional additional data N/A Yes Yes Yes Yes e-SIM Cards Yes Yes Yes Yes* Yes*

Note: The contractor shall provide 5G speed as soon as it is available on the market to the KMC area.

* e-SIMS for data only, shall be compatible with the destination country the user is traveling to to ensure lowest cost to the government.

NOTES!

1. Pay-as-you-use contract.

2. Separate business account for SIM cards to be handed out once billing information is received by the contractor. SIM cards shall be activated in 24 hours.

3. Data and Voice, Data only, Voice only, and International plans.