Scope_of_Work.pdf

STATEMENT OF WORK

Cisco Internet Protocol Telephony (IPT) Implementation

INDIAN HEALTH SERVICE

Crownpoint INDIAN HEALTH SERVICE (IHS) Crownpoint NM

STATEMENT OF WORK (SOW)

This Statement of Work (SOW) is the official document for post award activities of the project.

CISCO INTERNET PROTOCOL TELEPHONY (IPT) IMPLEMENTATION

March 2019

FOR OFFICIAL USE ONLY

This information is intended for IHS use only.

Disclosure is not expected to cause serious harm to IHS, and access is provided freely to all internal users via the organization's Intranet.

Contents

1 INTRODUCTION

2 BACKGROUND

3 DEFINITION

4 QUALIFICATIONS

5 SCOPE

6 PLACE OF PERFORMANCE – LIST OF IHS FACILITIES

7 DELIVERABLES

8 CROWNPOINT IT OPERATIONS

9 SCHEDULE

10 PLACES OF PERFORMANCE – POINT OF CONTACTS

11 DESCRIPTION OF WORK

11.1 WORK BREAKDOWN STRUCTURE (WBS) Cisco

12 PROJECT PLAN

12.1 Project Steps

12.2 CHANGE MANAGEMENT

12.3 IT SECURITY PRACTICES

12.4 IPT TRAINING

13 CLOSEOUT

14 GOVERNMENT FURNISHED PROPERTY

15 SPECIFIC ADMINISTRATIVE REQUIREMENTS

16 APPLICABLE DOCUMENTS AND PUBLIC INFORMATION

1 INTRODUCTION

This statement of work (SOW) describes the description for services for a secure Hyper-Converged Internet Protocol Telephony (IPT) Enterprise technology to meet the business and mission needs for the Crownpoint Indian Health Service (IHS). This project entails the installation of Cisco equipment, completing the Secure Real-Time Transport Protocol (SRTP) failover, integration of Primary Rate Interface (PRI) services, configuration of additional Direct Inward Dialing services, and enabling IP Security (IPSec) and other equipment and technologies, such as secure routers and switches for replacement of the current end-of-life Private Branch Exchange (PBX) and service provider-oriented business services; requiring installation, design, testing, deployment, including training, transfer of knowledge of the technology. The project resumes the remaining tasks for full Voice-over-IP/IPT implementation.

2 BACKGROUND

In 2017, work stoppage of the VoIP/IPT implementation was done to permit more time the limited cabling needs for infrastructure and the continued development of the datacenter. Additional phone deployment and the full installation of the Cisco Nexus 7009 were fully completed. Other tasks included the installation of Cisco equipment for the Crownpoint OEH office.

Its data network infrastructure is predominantly Cisco technology today, supporting various applications and services.

• Local Area Network (LAN) core and edge access layer switching and routing.

• Dedicated voice PRI services and bandwidth between the hospitals and healthcare center facilities.

• Supporting real time access of agency, business, and financial information and systems across its environment.

• User Data Storage (Email archives, documents, historical data).

• Continuity of Operations (COOP) of business and mission data and applications

Crownpoint Service Unit

Pueblo Pintado

Thoreau

Crownpoint

Crownpoint OEH

IHS

Indian Health Service

3 DEFINITION

Agency The agency will be referred as the Navajo Area Office Indian Health Services (NAIHS)

Place of Performance Locations where the work will take place

COOP Continuity of Operations Plan

IHS-OIT Indian Health Service Office of Information; the national IT program for IHS

COR Contracting Officer’s Representative is an IHS official charged with the responsibilities of reviewing the technical and performance requirements in Services contracts. The COR is assigned by the Contracting Officer.

ISSO The Information Systems Security Officer (ISSO) is the federal government official charged with the responsibility of overseeing the management, technical and operation of IT security for the local IHS agency.

IPT (VoIP) Internet Protocol (IP) Telephony provides the capability of carrying voice communications over a data network. Voice over Internet Protocol (VoIP) references shall be referred to as IPT.

IVR Integrated Voice Response

LAN Local Area Network

WAN Wide Area Network

IT Information Technology

UC Unified Communications

Quality of Service (QOS) A technology method or capability of a design promoting an efficient use of network bandwidth for delivery of desired communications or applications with management of latencies or delays

Cisco A manufacturer and solution provider of voice and data communications, distributed networks, and management technologies

Mitel A provider of voice and data communications, PBX and IPT systems, central voice management technologies

High Availability A high degree of redundancy and fault tolerance is available for operational continuity.

Redundancy provides multiple instances of availability to resources. Fault Tolerance means that resources will be available even if there is a hardware failure.

Hyper Convergence Defined for this project, it is the tight integration of a unified voice and data infrastructure functioning on a unified platform.

Period of Performance The project lifecycle; from the start date to close out of the contracted services.

MSDN MSDN (Mitel Superswitch Digital Network) private network applications software. MSDN creates a "virtual PBX" environment by enabling many SX-2000 systems to work together transparently

Service Unit A service unit is a local healthcare operating region which includes a Hospital, satellite healthcare centers and health stations. The hospital services as the center where the satellite clinics operate and report to the hospital.

4 QUALIFICATIONS

The contractor shall possess the following qualifications to meet the agency requirements:

• Proposed design and implementation must converge with existing data network infrastructure.

• Has prior 5 Years of demonstrated experiences as a Certified Partner in enterprise Cisco IPT Technology design and implementation

• Vendor is an experienced subject matter expert in the required technology to configure, integrate and deploy Cisco VoIP and UC Technologies

• The Contractor shall have the qualified full time personnel Cisco on board as key personnel for each phase of the project:

Cisco Certified Network Professional Voice (CCNP Voice) for converged IP networks, Unified

Communications, Cisco Unity Connection and Cisco Unified Presence Technologies, Cisco Certified Network Professional (CCNP) for enterprise level implementation of Routing and

Switching, Cisco Certified Internetwork Expert Collaboration (CCIE Collaboration) for implementation, interoperability and design of Unified Communications, mobility, voice, video and Presence.

• Vendor shall provide a minimum of 3 references of completed deployment of Cisco technology.

5 SCOPE

The scope requires a Hyper-convergence IPT solution to replace dedicated, legacy Mitel PBX systems and to combine voice and data communication for Crownpoint IHS. The technology shall provide Quality of Service (QOS), for greater scalability with performance of voice and data services and High Availability (HA) of the call processing application. The contractor shall provide a project plan for implementation to minimize downtime and risks to business operations. The scope addresses remaining implementation tasks to complete all phases of the project.

The UC design shall be architected to maximize performance and survivability. The CUCM cluster is located at Crownpoint. Pueblo Pintado healthcare facility IPT implementation was completed in 2017. Remaining tasks include Crownpoint, Crownpoint Office of Environmental Health and Thoreau healthcare clinic.

Completed in 2016 are the site survey, final Bill of Material, purchasing, and shipping of the first initial equipment. In 2018, additional requirements for additional equipment are determined to complete the full implementation of VoIP/IPT. The Contractor shall provide the following:

• Contractor shall complete the IP Telephony implementation for Crownpoint, Crownpoint OEH, and Thoreau healthcare facilities with Pueblo Pintado clinic.

• Contractor shall finalize implementation of the Cisco Unified Communications System Architecture, Cisco IPT and Unified Communications Networking for the healthcare organizations with Quality of Service (QOS) performance.

• Contractor shall complete the implementation of the Cisco Nexus 7009 Core to replace the Cisco 6509 Core Switch. Maintain and optimize network services for performance and efficiency.

• Contractor shall furnish and install (13) 9300-48 Power-Over-Ethernet (POE) switches for the unmet facility implementation to replace non-POE switching for Thoreau and Crownpoint OEH.

• The Contractor shall include new network router Cisco 4431 ISR Router for Thoreau Clinic and OEH Office.

• The Contractor shall include Cisco ISR 4451 ISR Router for Crownpoint IHS.

• The Contractor shall provide (65) Cisco 7861 phones with licensing, (35) Cisco 7841 phones and licensing, and (30) Cisco 3905 phones and licensing. Necessary licensing for voice mail, configuration and activation of the phones shall be included.

• The Contractor shall provide a (1) VG310 Analog Gateway for analog phone deployment.

• The Contractor shall review and adjust Unified Call Manager (UCM) for proper configuration, design and growth.

• Contractor shall integrate and finalized the 5-digit dialing or inter-site dialing between

Crownpoint and its facilities. Ensure inter-site dialing is available between Crownpoint service unit and NAIHS programs.

• Contractor shall provide and finalized a fully complete the Unified Survivable Remote Site Telephony (SRST) capabilities and InfomaCast.

• Contractor shall provide and finalized a Centralized and Distributed Call Processing and Routing and Gateway environment with High Availability (HA)

• Contractor shall integrate the 50M Ethernet with Internet Access (EIA) for Crownpoint OEH office to the Crownpoint IPT; configure the PRI T1 for Thoreau and ensure Pueblo Pintado services remain intact as-is.

• Contractor shall configure and finalized the Crownpoint OEH T1 service for full voice services.

• Contractor shall assess, design and implement Emergency Alert Responder services for InformaCast capabilities as required for all Place of Performance.

• Contractor shall provide and finalized the capabilities for Over-The-Phone Paging, Voice Messaging and

Networking, and Analog Faxing. Include the capability for Cisco InformaCast to support paging between sites.

• Contractor shall review, adjust and complete the VistaPoint software and setup for use for the operators complete with training and orientation on use of the call attendant software.

• Provide a 2-days Cisco Transfer of Knowledge training for the IT staff with full documentation. Deliverables include instructions in “How-to” in CUCM management and relevant areas for staff management of the Cisco network.

5.1 IP TELEPHONY DESIGN MODEL – Single Cluster Concept for Service Unit and Health Centers and Navajo Area Office

High level concept of a Voice-over-IP and UC Infrastructure design

5.2 IP TELEPHONY DESIGN MODEL – 6 Cluster Concept for Service Unit and Health Centers and

Navajo Area Office (Crownpoint IHS is integrated into the overall design)

6 PLACE OF PERFORMANCE – LIST OF IHS FACILITIES

The Crownpoint location serves as a cluster for the health care centers and the OEH office.

• Crownpoint Service Unit o Crownpoint Health Center (Headquarters), Crownpoint, NM o Office of Environmental Health (OEH) (Small Branch Office), Crownpoint, NM o Pueblo Pintado Health Care Clinic (Small Branch Office), Pueblo Pintado, NM o Thoreau Health Clinic (Small Branch Office), Thoreau, NM

7 DELIVERABLES

7.1 The contractor shall furnish and install the required IP Telephony and Unified Communication equipment to the place of performance (Service Unit) on for before 30 days after contract award.

7.2 The contractor shall provide the following documentation tailored to meet project requirements on or before 30 days after contract award in hardcopy and electronic copy (in MS Excel, Word and Visio Format)

• A Project Plan and Schedule to Design, Install, Verify and Deploy an IP Telephony and Unified Communications Cisco IPT Architecture and Technology

• Inventory or Bill of Material of all proposed hardware and software, licenses and keys, and third

Party software to the place of performance.

• Checklists for Network, Risk, Active Directory, Data Gathering & Requirements Review

• Test, Deploy and Cut-over planning for Go-Live

• Hands-On Training and Best Practices for Attendant Console and IPT Management

7.3 The contractor shall provide the following documentation on or before Closeout in hardcopy and electronic copy (in MS Excel, Word or Visio Format)

• Final As-Built drawings and IPT configuration of logical and physical connectivity endpoints

• Final Operational and Technical plans of the IPT hardware and software

• 2-Day IPT and UC Training Course – Transfer of Knowledge onsite with training material

• Post IPT Implementation Review and Acceptance at each Place of Performance

• Final Review for Closeout

8 CROWNPOINT IT OPERATIONS

The Crownpoint Information Technology Programs provide the operations and support of healthcare IT systems and services for the healthcare facilities. This responsibility includes the full support and operations of telecommunications systems and services, COTS applications, paging, agency and proprietary systems and applications; LAN/WIFI, cabling infrastructure, patient data archive, including local and adjacent datacenters. Daily IT activities include the full management of servers and desktops, phones, analog faxing, electronics, COTS and government applications, data storage, IT security and image archiving support. Other critical attributes include the safeguard of business, financial and patient care data.

9 SCHEDULE

The anticipated period of performance will be from Date of Award through 45 Days after award.

10 PLACES OF PERFORMANCE – POINT OF CONTACTS

Place of Performance, Technical Lead and Contracting Officer’s Representative Place of Performance Point of Contact Role

Crownpoint, OEH, Thoreau & Pueblo Pintado Myron H. Johnson COR Angela Charley Technical Lead Lee Nells Technical Lead

11 DESCRIPTION OF WORK

This section describes the requirements to complete the project in the high-level view, providing an overall understanding of the work that is to be completed. These areas are subject to review for specific details and needs in the work.

11.1 WORK BREAKDOWN STRUCTURE (WBS) Cisco

11.2 BEST PRACTICES

To perform at a high level on this project, the Contractor shall employ the latest approach in the workmanship to meet agency requirements and satisfy certifications according to manufacturer’s recommendation and product specifications.

11.3 PROJECT MANAGEMENT

Essential to a successful project is the planning and management that provides the coordination and oversight of the project life cycle. Project Planning provides a roadmap achieving performance and results for a successful project delivery to completion.

This section provides an overview and understanding of the deliverables for the project.

12 PROJECT PLAN

The Contractor shall assess and develop a project plan to guide the work with the Place of Performance Project Team.

• Project Change Request

• Project Plan and Schedule

• Hardware Staging

• Testing, Deployment and Cutover planning

• IPT Training

12.1 Project Steps

Critical stages have been assessed for each place of performance for the project in the Design, Installation, Verification and Deployment of the VoIP/UC project.

12.2 CHANGE MANAGEMENT

All required IT components or configuration changes to the current network infrastructure, router/switch/VLAN/NAT, firewall, server, or application installation perspective, shall follow change control management; to be coordinated and validated with Technical Leads.

12.3 IT SECURITY PRACTICES

The Contractor shall completely install and bring the hardware and software to current levels of updates, patching and imaging and configuration of the technologies, software licenses and required supporting software applications; and prepare for testing and acceptance to ensure a high level of protection against security threats and vulnerabilities.

12.4 IPT TRAINING

In addition to the System Administration and Transfer of Knowledge training, the Contractor shall provide “How-To” practices to problem resolution, tips and recommendations to common errors and problems; enhancements and customization to the IPT (Based on established Cisco curriculum courses on implementation and management of VoIP/UC and IP Telephony).

• 2 Days Hands-On IPT Training and Documentation. A minimum of five IT personnel for Service Unit will require training.

• Familiarity and Concepts on the Installed IPT and UC Voice and Data topology

• Day-to-Day system management practices, recommendations, technical support and procedures

• Identification of errors, reporting and troubleshooting techniques

13 CLOSEOUT

Closeout documentation requirements shall be made available by the Contractor for final Deliverables identified in section 6 at the closeout meeting session

14 GOVERNMENT FURNISHED PROPERTY

To the maximum extent practicable, the Government will furnish work areas, document reproduction, conference room, fax and telephone services, and reference material necessary to facilitate the project. The Government will also make available relevant standards, technical manuals, computer systems guidelines, regulations, instructions, and operational procedures.

Datacenter Site Inventory documentation Network Cabling and Fiber Optic Infrastructure topology (No OM3-rated Fiber infrastructure available at all locations) Cisco Nexus 7009 Cisco Phones Cisco 3850 Switches Microsoft Exchange at all locations Microsoft Active Directory at all locations Network IP Inventory documentation Campus UPS and Air-Conditioning Systems Work space and staging area 110/220 VAC Power and Facility GFI power protection Server and Tape Backup Unit Storage Information

15 SPECIFIC ADMINISTRATIVE REQUIREMENTS

15.1 INDIAN HEALTH SERVICES IT SECURITY PROGRAM

IHS is responsible for maintaining an information security program that provides protection for information collected or maintained by or on behalf of the Agency; and information systems used or operated by the Agency or by a contractor of the Agency or other organization on behalf of the Agency.

https://www.ihs.gov/OIT/security/

15.2 HOURS OF OPERATION

Crownpoint Hospital operates 24 hours a day, 7 seven days a week. IT staff are available from 7AM to 6PM Daily except weekends and federal holidays. IT staff are available from 7AM to 5PM Daily except weekends and federal holidays.

15.3 BUILDING ACCESS

The place of performance will require identification badges for security requirements for building entrance during the period of performance. Contactors shall wear the identification badge at all times while on premise at the job site, these badges will be issued by the facility security office. In some conditions of work where the vendor will require access to secured locations within the buildings, an IT escort will be available to make accesses available in the performance of the work.

The ID badge shall be surrendered to the Technical Lead at the end of the period of performance.

15.4 KEY PERSONNEL

Only qualified Contractor personnel shall perform the contract requirements as stated in the SOW.

Contract personnel designated as key personnel shall be committed to the project for its duration and cannot be substituted or replaced without the written consent of the Contracting Officer.

Contractor shall designate Key Personnel in their offer.

15.5 CONTRACTOR FURNISHED EQUIPMENT

The Contractor shall furnish its own equipment for the performance of the job. For security reasons, all Contractor equipment shall be identified with a company label or logo to show proof of ownership. It is standard practice for security personnel to challenge visitors to show proof of ownership of IT equipment. The Contractor shall ensure security policies are followed and met. The place of performance COR will provide guidance for this requirement.

16 APPLICABLE DOCUMENTS AND PUBLIC INFORMATION

1. Indian Health Service (IHS) IT Security

Federal regulations, public laws, and other mandates form the foundation of the IHS information security program. Mentioned are major regulations to which IHS must adhere.

https://www.ihs.gov/OIT/security/lawsregspolicy/ https://www.ihs.gov/OIT/security/ https://www.ihs.gov/OIT/security/lawsregspolicy/