DRAFT - STATEMENT OF WORK - Radio System Service Plan.docx

STATEMENT OF WORK

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

1. Scope of Work:

1.1. The contractor (Cynergy Professional Systems, LLC)will furnish all labor, transportation, parts, test equipment, tools, and the expertise necessary to provide a service contract for under this scope of work - the MOTOROLA TRUNKING SYSTEM FOR THE CAVHS LR AND NLR FACILITIES] located at the John L McClellan 4300 W. 7TH Street, Little Rock, AR 72205 and at the North Little Rock Eugene Towbin VA Medical Center located at 2200 Ft Roots Drive, Bldg. 170, North Little Rock, AR 72114. Point of contact for the VA Facility will be William (Mike) Cariker and Jacob Stoute in the Engineering Department/ET Shop. A base + 4 contract is needed for continuous coverage and service on this proprietary Motorola Service equipment in place at the Department of Veteran Affairs locations at North Little Rock, AR and Little Rock, Arkansas. Both of these Dept. of VA areas are covered on the same Radio system.

The Following is a description of services to be provided for the radio system:

Services Overview Provide immediate access to technical support teams for both unforeseen issues and ongoing maintenance,

• Service Desk - The Service Desk will record, track, and update all Service Requests, Change Requests, Dispatch Requests, and Service Incidents using Motorola Solution’s Customer Relationship Management (CRM) system.

• Technical Support - Provide telephone consultation and troubleshooting capabilities to diagnose and resolve infrastructure performance and operational issues.

• Onsite Support – Provide local, trained, and qualified technicians who will arrive at your location upon a dispatch service call to diagnose and restore the communications network. This involves running diagnostics on the hardware or FRU (Field Replacement Unit) in order to identify defective elements and replace those elements with functioning ones.

• Annual Preventative Maintenance – Provide proactive, regularly scheduled operational testing and alignment of infrastructure and network components to ensure that they continually meet original manufacturer specifications. Certified field technicians perform hands-on examinations and diagnostics of network equipment on a routine and prescribed basis.

• Network Hardware Repair – OEM-Authorized to repair the equipment provided by Motorola Solutions.

• Network Hardware Repair with Advanced Replacement - malfunctioning components and equipment will be exchanged with advanced replacement units or Field Replacement Units (FRUs).

• Self-Installed Security Patches - Provide security patches that are pre-tested by Motorola Solutions.

System Upgrade Agreement The System Upgrade Agreement to provide public safety radio system release updates on a consistent, budgeted plan. These updates shall maintain reliable network operations and cybersecurity protection. In addition, SUA to keeps VAMC Little Rock’s ASTRO 25 network compatible with expansion elements as well as new products and features. SUA service includes the following:

• Software Release Updates – Motorola Solutions-certified software that improves network functions over previous releases. This also includes commercial operating systems and application software updates.

• Hardware Update – When needed to support a software release update, vendor shall provide new hardware. New hardware will both support the new software update, as well as maintain existing functions and features.

• Professional Implementation Services vendor shall plan and implement updates at the VAMC Little Rock sites. This includes factory integration, testing, and supply chain management for new software and hardware.

VAMC Little Rock shall have access to the technology, support, and planning expertise needed for an effective upgrade.

Software maintenance Provide ongoing post-warranty support for the Scout dispatch solution with software maintenance, hardware maintenance, remote support, and technical training classes Software maintenance has four categories:

• Adaptive – modifying the software to cope with changes in operating systems, hardware platforms, and integrations to external systems. Console systems integrate many third-party systems and components, most of which include complex software. As these change over time, compatibility modifications and regression testing are mandatory. Security vulnerabilities also must be addressed as discovered. Adaptive software maintenance provides compatibility with the latest versions of Windows, radio, and telephone systems.

• Perfective – implementing functional enhancements to the software. Examples are new user interface features, connectivity, and improvement in management tools.

• Corrective – diagnosing and fixing errors. No system is perfect, so issues are resolved on a priority basis. Patches are occasionally released if a high impact/high urgency issue emerges, while errors with workarounds are fixed in Minor Releases or Major Releases.

• Preventive – increasing software maintainability or reliability to prevent future problems. Better diagnostics, improvements in redundancy mechanisms, and better error handling of user input are some examples of preventive software maintenance.

New Versions with new capabilities are released several times a year with Patches released from time to time to address specific issues. Motorola Solutions’ console systems covered by a ScoutCare agreement are entitled to use newer versions of their existing software licenses released during the ScoutCare term. Both application Software and any required firmware updates for Motorola Solutions’ Products are included.

Software Maintenance ScoutCare includes ongoing software updates to maintain and improve the console solution. These updates maintain Scout compatibility with hardware and software, protect against cybersecurity threats, add features, fix bugs, and improve diagnostics and redundancy mechanisms to proactively target potential future issues. The software maintenance includes:

• Major Releases, Minor Releases, and Patches.

• Telephone support during support hours for consultation and problem resolution. Support hours are 8AM to 7PM EST, excluding Team Cynergy holidays, and telephone support shall be toll free in the United States and Canada.

• Telephone Critical Priority support for serious system problems outside of support hours (24x7x365).

• Secure access to an online customer portal to access information resources for Motorola Solutions’ Products.

• Remote upgrade assistance provided to Tier 1 Support Representative. Optional on-site assistance is available at additional cost.

Hardware Maintenance Provide repair and replacement for Motorola Solutions’ hardware products and accessories. Malfunctioning equipment will be repaired at the factory and then returned. Urgent repairs qualify for loaned Advanced Replacement components, sent with expedited shipping before malfunctioning components are processed for repair to avoid disruption from a failed component. Once the malfunctioning component is repaired, it will replace the Advanced Replacement component.

Remote Support Provide remote support to addresses unexpected issues, providing telephone and remote support to promptly restore solution functionality. Support engineers will be available to help troubleshoot issues and answer configuration questions during normal business hours, and provide 24/7 support to help resolve Critical Priority issu

1.2. This contract is effective for the initial complete analysis and diagnosis of failure of this radio system that contains both the Little Rock VA facility and the North Little Rock VA facility, and the interconnection previously installed by Motorola to upgrade our system to the new Trunking Motorola system.

1.3. The Radio equipment covered by this contract may contain sensitive audio from within our VA Police, VA Fire Dept/ambulance, Emergency Management Services, electronic patient health information (EPHI), VA Fire Dept Ambulance service/ambulance/Engineering services/Nursing services and medical emergencies. None of the audio or information not related to repair of the system or any sensitive information may be duplicated or deleted from hard drives. The vendor shall not remove/copy/delete any of the EPHI or sensitive information. If a computer hard drive needs to be replaced, the old hard drive must be turned in to the Electronic Technician Shop within Engineering for proper disposal or storage. The vendor will not receive compensation for the hard drive. The contractor, their personnel, and their subcontractors shall be subject to the federal laws, regulations, standards, and VA Directives and Handbooks regarding information and information system security/sensitive information as delineated in this contract.

2. Equipment:

2.1. The equipment to be serviced/diagnosed includes:

All Head-in Radio equipment is used in JLM or NLR for Engineering Radios, Police radios, Fire Dept Radios, Emergency Management Radios, Nursing Services Emergency radios, Safety dept radios, any login computer related to the Trunking system and the interconnection of the NLR facility to the North Little Rock Facility. Normal equipment includes multiple repeaters, receivers/transmitters/antennas, GPS devices, radio devices or simulcast hardware and the power supplies and interconnection wiring to include any network connections and network switches used for this trunking system for both VA facilities (Also known as “Central Arkansas Veteran Heath Services”)

3. Definitions/Acronyms:

3.1. MOTOROLA RADIO SYSTEM consists of both main campuses of John L. McClellan VA Hospital at 4300 West 7th Street, Little Rock, AR 72205 and also the Eugene Towbin VA Facility located at 2200 Ft Roots Drive, bldg. 170, North Little Rock, AR 72114.

3.2. CO – Contracting Officer.

3.3. COR – Contracting Officer’s Representative.

3.4. IAW – In Accordance With

3.5. PM – Preventive Maintenance Inspection. Services which are periodic in nature and are required to maintain the equipment in such a condition that it may be operated in accordance with its intended design and functional capacity with minimal incidence of malfunction or inoperative conditions.

3.6. FSE – Field Service Engineer. A person who is authorized by the contractor

3.7. FSR – Field Service Report. Documentation of the services rendered for each incidence of work performance under the terms and conditions of the contract.

3.8. Acceptance Signature – Signature of VA employee who indicates FSE demonstrated service conclusion/status and user has accepted work as complete/pending as stated in ESR.

3.9. Authorization Signature – COR’s signature; indicates COR accepts work status as stated in ESR.

3.10. OSHA – Occupational Safety and Health Administration.

3.11. First Look / CO-OP – type of service contract coverage where the VA BESS attempts to solve minor problems or makes easily completed repairs with parts provided by the vendor. May also include the VA BESS accomplishing scheduled maintenance (PM) instead of the vendor performing it. This type of coverage normally results in cost savings to the government.

4. Conformance Standards:

4.1. Contract service shall ensure that the equipment/system functions in conformance with the latest published edition of NFPA-99, OSHA, manufacturer’s Network Equipment/System. Upgrades/updates shall be installed in strict accordance with manufacturer’s specifications and must operate within manufacturer’s specifications and must operate within manufacturer’s specified parameters.

5. Hours of Coverage: N/A

5.1. Work to be performed within normal business hours (8:00 AM to 5:00 PM (CST) M-F) unless agreed otherwise with COR/ET Shop contacts.

5.2. All scheduled service/repairs shall be performed during these normal hours of coverage unless one of the following conditions exists:

5.2.1 The contractor wishes to perform such maintenance at a time that is outside of the normal hours of coverage, at no additional cost to the Government, and the contractor submits a request to the COR prior to the proposed start of the maintenance and the request is approved by the COR before work is begun.

5.2.1.1 The COR directs that the scheduled maintenance be performed at a time that is outside the normal hours of coverage, and the additional cost is recommended by the COR and authorized by the CO.

5.3. Federal holidays observed by VA are:

Labor Day Columbus Day Veteran’s Day Thanksgiving Day New Years Day Martin Luther King Day President's Day Memorial Day Independence Day Christmas Day and any other day specifically designated by the President of the United States.

5.4. Scheduling for unscheduled maintenance requirements outside of normal hours shall be coordinated with and require the approval of the COR.

6. Unscheduled Maintenance:

6.1. Contractor shall maintain the equipment in accordance with the manufacturer’s standards.

7. Scheduled Maintenance: N/A

8. Parts:

8.1 Parts are not covered in this contract and will be quoted if needed.

8.2 Parts may be repaired or replaced, as the contractor deems appropriate. No used parts will be used to repair this equipment.

9. Service Manuals:

10. Documentation/Reports:

10.1. Documentation shall include detailed descriptions of all failure/causes service performed,

10.2. Any additional charges claimed will be approved by the CO via the COR before service is completed.

10.3. A monthly report of any work or action performed on this account/software or equipment, to include exact times of any remote access to the system, and dates/contents of service by Motorola or their subsidies must be documented chronologically and completely and sent in a report at the end of each month to the Engineering Department via email to William.Cariker@va.gov, and Jacob.Stoute2@va.gov. Any disruptions to radio service due to service or software updates must be reported to the same contacts at the facility.

11. Reporting Requirements:

11.1. Upon arrival at VA Little Rock JLM VA Facility the contractor shall be required to log in with the Electronic Technician shop in room GD101 on the Ground Floor. For any information, the contractor can contact the ET Shop Supervisor (COR) at 501.257.1184 or cell phone 501.295.5617 This log-in is mandatory as well as wearing the contractor badge issued upon log-in. Please contact the Electronic Technicians there for access to the area/facility needed. The Contractor’s FSE(s) shall always wear visible identification while on the premises of the VA. Identification shall include, at a minimum, the employee’s name, position, and the contractor’s trade name. In addition, the contractor shall submit fingerprints through the VA police for the issuance of a VA identification badge that shall be worn at all times while working at a VA facility.

11.2. When service is completed, full report and status/reports can be delivered by preferred method of email to William.Cariker@va.gov and Jacob.Stoute2@va.gov within the Engineering Department/ET Shop.

11.3. In those cases when the Electronic Technician office is closed, contractor personnel will log in and/or out via the VA police and after-hours service shall be prearranged with the COR.

12. Services Beyond the Contract Scope:

12.1. contractor shall immediately, but not later than 24 consecutive hours after discovery, notify the CO and COR, (in writing), of the existence of the development of any defects in, or repairs required to, the scheduled equipment which the contractor considers he/she is not responsible for under the terms of the contract.

12.2. Contractor shall furnish the COR with a written estimate of the cost to make necessary repairs of the system and cost for return fix if needed.

13. Condition of Equipment:

13.1. The contractor accepts responsibility for the equipment described in “as is” condition.

13.2. Failure to inspect the equipment prior to contract award shall not relieve the contractor from service/performance of the requirements of this contract.

14. Test Equipment:

14.1. Test equipment calibration shall be traceable to National Institutes of Standard Technology standards. Each service report shall list test equipment used and date calibration to NIST is due. Test equipment out of calibration shall not be used.

15. Identification, Parking, Smoking, and VA Regulations:

15.1. Contractor’s FSE(s) shall wear visible identification at all times while on the premises of the VA. Identification shall include, at a minimum, the employee’s name, position, and the contractor’s trade name.

15.2. It is the responsibility of the contractor to park in the appropriate designated parking areas. Information on parking is available from VA Police Service. VA will not invalidate or make reimbursement for parking violations of the contractor under any conditions.

15.3. Smoking is prohibited inside all VA buildings.

15.4. Possession of weapons is prohibited. Enclosed containers, including tool kits, shall be subject to search.

15.5. Violations of VA regulations may result in citation answerable in the United States (Federal) District Court, not a local district, state or municipal court.

16. Contractor Qualifications:

16.2. “Fully qualified” is based upon training and experience in the field. For training, the FSE(s) has successfully completed a formalized training program for the equipment identified in this solicitation as required by the Original Equipment Manufacturer (OEM) and equal to what the manufacturer provides their own field service personnel.

16.3. Contractor must provide, upon request, evidence of appropriate training of any FSE(s) providing services under terms of the contract. Subcontracting of any ensuing award of this solicitation will not be allowed without written permission of the Contracting Officer.

16.4. Contractor must have access to all OEM proprietary information due to the critical nature of these services. Examples of this information would be software updates and factory service bulletins that describe updates/modifications needed to make the equipment under this contract safe for use.