DRAFT PWS for Mobile Phone Services 04Apr24.pdf

Performance Work Statement

OPM-SANG

Office of the Program Manager – Saudi Arabian National Guard

Modernization Program Commercial Cellular and Data Services

7 April 2024

PERFORMANCE WORK STATEMENT

(PWS)

1. DESCRIPTION OF SERVICES. The Contractor shall provide the necessary equipment and materials to provide commercial cellular telephone and high speed data services to the Office of the Program Manager – Saudi Arabian National Guard Modernization Program (OPM- SANG), and to fulfill OPSEC requirements as mandated in Policy Letter PL-02-01, Force Protection, to OPM-SANG soldiers and civilians.

1.1. 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 device that works within the Kingdom of Saudi Arabia (KSA).

1.2. The Contractor shall be responsible for providing monthly bills in English for separate accounts, a process for ordering new cellular/data lines of services, and an English speaking customer service team or designated account representative.

1.3. The Government prefers a primary carrier, which owns the network equipment and spectrum and is responsible for creating and operating the mobile network as this allows scalability and wider available options within the KSA and outside of the KSA with features beneficial to government operations. Any submission by a non-primary carrier shall demonstrate the ability to provide services, capabilities, and scalabilities similar to a primary carrier.

2. CALLING OPTIONS. The Contractor shall make calling plans available to meet multiple types of services required as identified within Attachment 1 of this PWS. The Contractor shall provide options such as international calling and data within each of the plans identified within Attachment 2.

2.1. 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 globe. 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, Puerto Rico, 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.

3. 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.

4. 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.

5. BILLING AND INVOICING. The Contractor shall provide monthly invoices accessibly by the Government’s Contracting Officer and Contracting Officer Representative, or designated Point of Contact (POC). 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 Contract 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). 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. 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. 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.

6. ACCOUNT MANAGEMENT. The Contractor shall establish a dedicated Account Manager

(AM) 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 AM and a minimum of 2 alternate POCs that may be used in the event the AM is unavailable. Account management support includes, but is not limited to, the following:

- Serve as the direct contact for the OPM-SANG 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, inquiries or orders

7. 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, Contracting Officer or Contracting Officer Representative of the organization of activation/cancellation in English within 24 hours of request.

8. PURCHASE REQUEST (ORDERING). Orders for additional service lines, devices, sim cards, accessories, etc., will be requested by the Government’s Contracting Officer or Contracting Officer Representative in writing, a minimum of 30 days prior to requirement suspense. Contractor shall be able to furnish in bulk order, all late-model Apple iPhone device(s) and wireless routers within 30 days of purchase request. Contractor will notify Contracting Officer or Contracting Officer Representative with 7 days of request, if they are not able to support the purchase order.

9. MODIFICATION/SUSPENSION/REINSTATEMENT. The Contractor shall take action on requests by the 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.

10. ACCOUNT MANAGEMENT WEBSITE. The Contractor shall provide a web site to facilitate the use and management of the Contract services. All web site requirements that are part of the company’s current system functionality will be provided to the Government within sixty

(60) days of Contract signing. The company shall provide the Government with advance notice at least 14 business days prior to implementing any new enhancements or modifications to the company’s web site.

The Contractor shall provide a website to support the following activities:

A. Customer Service – The Contractor web site shall support subscriber services

B. On-line Help – The Contractor web site shall provide on-line 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: Answers to Frequently Asked Questions (FAQ) from Government subscribers

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

11. OUTAGE NOTIFICATION PROCESS. The Contractor shall notify the Government and individual user accounts when cellular/data coverage outages occur on the Contractor’s network.

12. CUSTOMER SERVICE/TECH SUPPORT. Support technicians and customer service technicians shall be able to communicate in English.

13. 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 subscribers with cellular services for applications such as voice, data, short messaging services, multimedia messaging services, and Internet services.

14. BASIC AND OPTION SERVICES/FEATURES. The Contractor shall provide basic rate plans for voice only, data only, and voice and data packages with included features as outlined in Attachment 2 of this document. 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.

15. 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.

16. 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.).

17. COVERAGE. The Contractor shall work with designated Government points of contacts

(POCs) to create a plan to optimize cellular network coverage on all OPM-SANG installations and work toward improving coverage in targeted areas as they become identified. The Contractor is encouraged to enhance coverage in targeted areas by means of cellular towers, antennas, cell on wheels (COWs), repeaters, in-building solutions and other technology as it becomes available. The Contractor shall have a designated POC for this purpose and will be provided the contact information for that person. The Contractor shall offer Government-owned infrastructure options, where available, that reduce overall total cost of ownership. This infrastructure shall be carrier agnostic where possible, meaning that the cellular network must not be proprietary.

18. 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 OPM-SANG 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).

- Personally Identifiable Information Spillage – any breach or loss of information that can be used to distinguish or trace an individual’s identity, either alone or when combined with other information that is linkable to a specific individual; to include, but no limited to;

tracking and location services.

The Contractor shall report to OPM-SANG 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.

19. 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.

20. 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 How Metric is Collected

Frequency

Product Delivery Time

Time from order acceptance by the Contractor to shipment of product

3 business days Contractor report due to the Technical Advisor

Monthly by the 10th business day following period covered

Activation of Service

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

1 business day Contractor report due to the Technical Advisor

Monthly by the 10th business day following period covered

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

Contractor report due to the Technical Advisor

Monthly by the 10th business day following period covered

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

Contractor report due to the Technical Advisor

Monthly by the 10th business day following period covered

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 60 days, with corrections or credits due shown on that particular month's bill.

Contractor report due to the Technical Advisor

Case by Case Basis

Trouble Call Rate

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

<2% Contractor report due to the Technical Advisor

Monthly by the 10th business day following period covered

20.1 NOTICE OF PROHIBITED DEVICES

FAR 52.204-24, Representation Regarding Certain Telecommunications and Video Surveillance Services or Equipment Contractors must submit a representation with their offer identifying any “covered telecommunications equipment or services” that will be provided under the contract. Note this is a defined term that specifically includes Huawei and ZTE, but (as described below) also includes other named and unnamed Chinese technology companies. The FAR Council contemplates that the 52.204-24 certification will eventually be included in the annual representations made in the System for Award Management (SAM), so only contractors with affirmative responses will need to provide offer-specific information.

If a contractor checks that they “will not” provide covered telecommunications equipment or services, then the contractor is done. But contractors should make sure this is an accurate representation.

If a contractor checks that it “will” provide covered telecommunications equipment or services, the contractor must identify all such equipment or services and describe its proposed use under the contract. This ostensibly is to be used by the government agency to make a determination regarding whether use of the identified equipment or services rises to the level of “substantial” or “essential.”

And, of course, if the hardware is truly essential, then the government may be able to invoke a limited one-time waiver. Justifying this waiver is a very high hurdle, but “will not” is likely the only answer that the government will accept at the end of the day.

20.2 FAR 52.204-25, Prohibition on Contracting for Certain Telecommunications and Video Surveillance Services or Equipment Contractors are prohibited from providing any equipment, system, or service that uses covered telecommunications equipment or services as a substantial or essential component of any system, or as critical technology as part of any system, unless an exception or waiver applies.

The clause includes a reporting requirement in the event the contractor discovers use of covered equipment or services during performance. Reports are to be made within one business day from the date of discovery. A follow-up report is required within 10 business days of the first report with additional information on the contractor’s mitigation actions.

The clause is to be flowed down in all subcontracts. In fact, the FAR Council has also updated FAR 52.244-6 and FAR 52.212-5(e), which includes the list of “mandatory” flow downs for commercial item subcontracts. This means that – effective immediately – prime contractors should be updating their subcontracts to include this latest flow down requirement.

20.3 LIST OF MANUFACTURES OF PROHIBITED DEVICES.

a. Huawei Technologies Company,

b. ZTE Corporation,

c. Hytera Communications Corporation,

d. Hangzhou Hikvision Digital Technology Company, or

e. Dahua Technology Company.

f. Other manufacturers that have declared that their products include substantial or essential components products by any of the above manufacturers are listed in a sixth prohibited category: Other OEM.

The vendor agrees to allow the government to purchase and connect non-prohibited routing devices to vendor provided network.

ATTACHMENT 1

SERVICE REQUIREMENTS

Contractor shall work with the Contracting Officer or Contracting Officer Representative to capture all elements and requirements outlined below as initial support. Additional support may be requested at a later date, in accordance with outlined minimum notice guidelines.

Service Plan Premium Voice & Data 178 lines 450SAR/month/line Data Only Unlimited 170 Lines 350SAR/month/line

ATTACHMENT 2

BASIC AND OPTIONAL PACKAGES

Included Features Basic Voice Only

Data and

High Usage

Data Only

International

Free incoming/outgoing calls within KSA

Yes Yes Yes N/A Yes

SMS and MMS

Yes

N/A

Voice-mail

Caller ID

Caller ID Blocking

Call Waiting

Call Forwarding

Call Conference

Unlimited data within Saudi Arabia at 4G/5G speed

Yes Yes No Yes No

Web Browsing

Tethering

Optional international and roaming packages for a specific time period

No No Yes N/A Yes

Optional additional data