Amendment 00003 Sol_DTFAWA-17-R-00018.pdf

DTFAWA-17-R-00018

Amendment 00003

Section B - Supplies or Services/Prices

Page B-1

B.1 SUPPLIES/SERVICES AND PRICES

This is a competitive solicitation for a Corrective Maintenance Contract (CMC) with a one-year base period and four one-year options. The ceiling for this Firm-Fixed Price, Cost Reimbursable and Time and Materials efforts is $TBD

The Contractor must be responsible for all aspects of the maintenance program including labor, shipping, spare parts, consumables, storage costs, materials, and resources to accomplish the requirements specified in Section C, Statement of Work.

NOTES:

1. CLINs for Program Management and Call Center Trouble Desk (CLIN 0010; 0020; 1010; 1020; 2010;

2020; 3010; 3020; 4010; 4020) are Firm-Fixed Price (FFP) and will be invoiced on a monthly basis. The monthly price will be derived from the total FFP. CLINs for Program Management (X010) include program management duties including administrative support, logisticians, and security specialists.

2. The following CLINs are Time and Materials (T&M). No fee will be applied to materials or other direct costs (ODCs) except as provided for under AMS 3.3.1-5, Payment, Time and Materials and Labor-Hour Contracts (May 2001), Alternate I (Oct 1996).

• Corrective Maintenance (CLINs 0030; 1030; 2030; 3030; 4030) These CLINs only include labor specific to Work Orders issued and work completed at the repair site.

• Spare Parts (CLINs 0040; 1040; 2040; 3040; 4040)

• Security Gates and Barrier Arms Less Than or Equal to $25,000 (CLINs 0060; 1060; 2060; 3060; 4060)

• Travel (CLINs 0080; 1080; 2080; 3080; 4080) in accordance with the Federal Travel Regulation (FTR)

3. CLINs for Security Gates and Barrier Arms Greater than $25,000 (0050, 1050, 2050, 3050, 4050) are

FFP. – CLIN includes the cost of repairs and maintenance of security gates and barrier arms as well as associated control equipment. Efforts will be authorized by the Contracting Officer on a Firm Fixed- Price (FFP) basis, and are to be invoiced after government acceptance per Section E. The Contracting Officer must authorize all efforts with an estimated total cost of greater than $25,000 prior to start of work.

4. CLIN 0090, Test Bed, is RESERVED, to be negotiated after contract award if the Government elects.

5. Rates do not include any premium for overtime or holiday pay. The hourly rates in the Schedule shall not be varied by virtue of the Contractor having performed work on an overtime or holiday basis. However, if overtime or holiday work would result in an overall lower cost to the government or is required to meet urgent needs, the Contractor may identify the anticipated overtime premium cost and request authorization from the CO.

Page B-2

6. Either party may request the price for the Call Center/Trouble Desk be adjusted if call volume is more than 25% over or under the expected level for a continuous period of 12 months or more. Any adjustment would apply only to future performance. Expected monthly performance levels are as follows: Base Year: 350 – 450; Option Year 1: 450 – 500; Option Year 2 through Option Year 4: 500 – 600.

Page B-3

B.2 CONTRACT LINE ITEMS

BASE YEAR (XX/XX/2017 - XX/XX/2018)

CLIN IAW

SOW TOTAL PRICE

CONTRACT TOTALS (NTE Place holder for SIR only) $25,640,574.92

BASE PERIOD TOTALS $5,072,102.61

0010 Various Program Management - Firm Fixed-Price

(FFP) $0.00

TOTAL $0.00

0020 C.2.1.6 Call Center / Trouble Desk - (FFP) $0.00

TOTAL $0.00

0030 Various Corrective Maintenance (T&M/LH) Labor Rates in Exhibit A $0.00

C.2.5.9 & C.2.6.1.2

Spare Parts (Cost Reimbursable Materials) NTE $2,991,240.00

TOTAL $2,991,240.00

0050 C.2.7.12 Security Gates and Barrier Arms Greater than $25,000 (FFP) $0.00

C.2.7 & C.2.8.1.9

Security Gates and Barrier Arms Less than or Equal to $25,000 (T&M/LH) $0.00

TOTAL $0.00

A

0070 Various Storage / Shipping and Handling (Cost Reimbursable) NTE $520,215.65

TOTAL $520,215.65

0080 Various Travel (Cost Reimbursable) NTE $1,560,646.96

TOTAL $1,560,646.96

0090 C.2.12 Test Bed (FFP) RESERVED $0.00

Page B-4

OPTION YEAR 1 (XX/XX/2018 - XX/XX/2019)

CLIN

IAW

SOW TOTAL PRICE

OPTION YEAR 1 TOTALS $4,541,200.35

1010 Various

(FFP) $0.00

1020 C.2.1.6 Trouble Desk - (FFP) $0.00

1030 Various

C.2.6.1.2

Spare Parts (Cost Reimbursable Materials) NTE $2,678,143.80

TOTAL $2,678,143.80

1050 C.2.7.12

C.2.8.1.9

Security Gates and Barrier Arms Less than or Equal to $25,000 (T&M/LH) $0.00

1070 Various Storage / Shipping and Handling (Cost Reimbursable) NTE $465,764.14

TOTAL $465,764.14

1080 C.2.12 Travel (Cost Reimbursable) NTE $1,397,292.41

TOTAL $1,397,292.41

Page B-5

OPTION YEAR 2 (XX/XX/2019 - XX/XX/2020)

OPTION YEAR 2 TOTALS $4,870,401.17

2010 Various

2020 C.2.1.6 Trouble Desk - (FFP) $0.00

2030 Various

C.2.6.1.2

Spare Parts (Cost Reimbursable Materials) NTE $2,872,287.87

TOTAL $2,872,287.87

2050 C.2.7.12

C.2.8.1.9

Security Gates and Barrier Arms Less

2070 Various

Reimbursable) NTE $499,528.32

TOTAL $499,528.32

2080 C.2.12 Travel (Cost Reimbursable) NTE $1,498,584.97

TOTAL $1,498,584.97

Page B-6

OPTION YEAR 3 (XX/XX/2020 - XX/XX/2021)

OPTION YEAR 3 TOTALS $5,498,704.19

3010 Various

3020 C.2.1.6 Trouble Desk - (FFP) $0.00

3030 Various

C.2.6.1.2

Spare Parts (Cost Reimbursable Materials) NTE $3,242,825.55

TOTAL $3,242,825.55

3050 C.2.7.12

C.2.8.1.9

Security Gates and Barrier Arms Less

3070 Various

Reimbursable) NTE $563,969.66

TOTAL $563,969.66

3080 C.2.12 Travel (Cost Reimbursable) NTE $1,691,908.98

TOTAL $1,691,908.98

Page B-7

OPTION YEAR 4 (XX/XX/2021 - XX/XX/2022)

OPTION YEAR 4 TOTALS $5,658,166.61

4010 Various

4020 C.2.1.6 Trouble Desk - (FFP) $0.00

4030 Various

C.2.6.1.2

Spare Parts (Cost Reimbursable Materials) NTE $3,336,867.49

TOTAL $3,336,867.49

4050 C.2.7.12

C.2.8.1.9

Security Gates and Barrier Arms Less

4070 Various

Reimbursable) NTE $580,324.78

TOTAL $580,324.78

4080 C.2.12 Travel (Cost Reimbursable) NTE $1,740,974.34

TOTAL $1,740,974.34

Page B-8

EXHIBIT A

LABOR HOUR RATES

National - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4

Labor Category - National

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Program Manager Security Systems Specialist - Senior Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert Call Center Technician FFP Not Separately Priced FFP Not Separately Priced p y Priced p y Priced p y Priced

Administrative Support Logistics Specialist

Alaska Region (AAL) - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4

Labor Category - Alaska Region (AAL)

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert Central Region (ACE) — (IA, KS, MO, NE) - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4 Labor Category - Central Region (ACE) — (IA, KS, MO, NE)

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert Eastern Region (AEA) — (DC, DE, MD, NJ, NY, PA, VA, WV) - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4 Labor Category - Eastern Region (AEA) — (DC, DE, MD, NJ, NY, PA, VA, WV)

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert Great Lakes Region (AGL) — (IL, IN, MI, MN, ND, OH, SD, WI) - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4 Labor Category - Great Lakes Region (AGL) — (IL, IN, MI, MN, ND, OH, SD, WI)

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert New England Region (ANE) — (CT, MA, ME, NH, RI, VT) - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4 Labor Category - New England Region (ANE) — (CT, MA, ME, NH, RI, VT)

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert Northwest Mountain Region (ANM) — (CO, ID, MT, OR, UT, WA, WY) - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4 Labor Category - Northwest Mountain Region (ANW)

— (CO, ID, MT, OR, UT, WA, WY)

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert Southern Region (ASO) — (AL, FL, GA, KY, MS, NC, PR, SC, TN, VI) - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4 Southern Region (ASO) — (AL, FL, GA, KY, MS, NC, PR, SC, TN, VI) - Alaska Region (AAL)

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert Southwest Region (ASW) — (AR, LA, NM, OK, TX) - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4 Labor Category - Southwest Region (ASW) — (AR, LA, NM, OK, TX)

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert Western-Pacific Region (AWP) — (AZ, CA, GU, HI, NV) - Labor Rates BASE PERIOD OPTION PERIOD 1 OPTION PERIOD 2 OPTION PERIOD 3 OPTION PERIOD 4 Labor Category - Western-Pacific Region (AWP) —

(AZ, CA, GU, HI, NV)

2017/18 RATES 2018/19 RATES 2019/20 RATES 2020/21 RATES 2021/2022 RATES

Electronics Technician Senior PIDS Repair Technician and Subject Matter Expert

DELETED DELETED

Page B-9

EXHIBIT B

The remainder of this page has been intentionally left blank.

Section C - Description/Specifications

Page C-1

Physical Security Systems

Corrective Maintenance

Statement of Work

Page C-2

Table of Contents

C.1.0 Purpose 6

C.1.1 General Requirements 6

C.1.2 General Scope 6

C.2.0 Requirements 6

C.2.1 Management 6

C.2.1.1 Work Control 7

C.2.1.2 Work Schedule 7

C.2.1.3 Records and Reports 8

C.2.1.4 Facility Managers and Security Coordinators 8

C.2.1.5 Staffing 9

C.2.1.5.1 Limits 9

C.2.1.5.2 Termination 9

C.2.1.5.3 Escort 9

C.2.1.5.4 Attire 9

C.2.1.5.5 Contractor Qualifications 9

C.2.1.6 Call Center Requirements 9

C.2.1.7 Annual Facility Contract Directions Letter 10

C.2.2 General Requirements and Procedures 10

C.2.2.1 Major Repair 11

C.2.2.2 Replacement, Modernization, Renovation 11

C.2.2.3 Equipment Under Manufacturer’s or Installer’s Warranty 11

Page C-3

C.2.2.4 As-Built Drawings 12

C.2.2.5 Interface with Other Contractors and Government Personnel 12

C.2.3 Work Outside of Regular Hours 12

C.2.4 Continuity of Services 12

C.2.4.1 Backlogged Service Calls 12

C.2.4.2 Backlogged Work 13

C.2.5 General Requirements and Procedures for Service Call Work 13

C.2.5.1 During Regular Working Hours 13

C.2.5.2 After Regular Working Hours 13

C.2.5.3 Service Call Classification 14

C.2.5.3.1 Tier One Facilities 14

C.2.5.3.2 Non Tier One Air Traffic Facilities 14

C.2.5.3.3 Non Tier One Non Air Traffic Facilities 14

C.2.5.3.4 Air Traffic and Non Air Traffic SL1 Facilities 14

C.2.5.4 Response to Service Calls 14

C.2.5.5 Response by Classification 16

C.2.5.5.1 Tier One Calls 16

C.2.5.5.2 Non Tier One Air Traffic Facility Calls 18

C.2.5.5.3 Non Tier One Non Air Traffic Facility Calls 20

C.2.5.6 Beyond the Scope of Work Call 21

C.2.5.7 Work Calls for Additional Equipment/Systems 21

C.2.5.8 Completed Calls 21

C.2.5.9 Required Materials and Equipment 22

Page C-4

C.2.5.10 Historical Data 22

2.6 General Requirements and Procedures for Work 22

2.6.1 General Procedures 23

2.6.1.1 Labor Requirements 23

2.6.1.2 Material Requirements 23

2.6.2 Establishing Final Cost of Repair Work 23

2.6.2.1 Establishing Total Labor Costs of Each Unique Repair Action 23

2.6.2.2 Establishing Total Material Costs of Each Unique Repair Action 24

2.6.2.3 Establishing Total Equipment Costs of Each Unique Repair Action 24

2.6.2.4 Establishing Total Travel Costs of Each Unique Repair Action 24

2.7 General Requirements and Procedures for Gate Repair 24

2.7.1 Ordering Gate Repair Work over $10K 24

2.7.2 Ordering Gate Repair Work over $25K 24

2.8 General Requirements for Security Systems Repair 25

2.8.1 General Repair of Security Systems and Equipment 25

2.8.1.1 Access Control Card Readers 26

2.8.1.2 Surveillance Cameras 26

2.8.1.3 Security System Enclosures 26

2.8.1.4 Guard House Systems 26

2.8.1.5 Perimeter Intrusion Detection Systems 27

2.8.1.6 Head End Systems 27

2.8.1.7 Entry Control Video and Gate Control Video 27

2.8.1.8 Doors with Security System Sensors/Card Readers 27

2.8.1.9 Gate and Barrier Arm Infrastructure 28

Page C-5

2.8.1.10 Remote Maintenance Monitoring and Enterprise Network Connectivity 28

2.8.2 General Interior Work 28

2.8.3 General Exterior Work 29

2.9 General Requirements for Locksmithing (Security Cores) 29

2.10 General requirements for Security Fences, Wire Cages, and Lighting 29

2.11 Limited Preventative Maintenance (Option) 29

2.12 System “Modeling” and 2nd Level Engineering Support (Option) 30

3.0 Government Furnished Property and Services 31

4.0 Contractor Furnished Items 32

5.0 Definitions 33

Page C-6

1.0 PURPOSE

The Purpose of this Statement of Work for the Corrective Maintenance Contract is to obtain corrective maintenance, repair, and replacement services for physical security systems and related systems and equipment required by the FAA Office of Security and Hazardous Materials (ASH) at approximately 525 FAA Staffed Facilities that are Facility Security Level 2 (FSL2) or higher (see Attachment J.1, List of Facilities).

1.1 General Requirements

The contractor must furnish all labor, supervision, tools, materials, equipment, incidental engineering, transportation, and management necessary for the maintenance, repair, and replacement services of physical security systems and related systems and equipment in accordance with the requirements specified herein. Attachment J.1, List of Facilities, describes the facilities where the systems and equipment are located. The work includes the performance of service call work, indefinite quantity work items of repair, re-engineering, and replacement of obsolete systems and equipment upon their failure to operate.

1.2 General Scope

The FAA has deployed physical security systems and equipment at staffed facilities throughout the CONUS and OCONUS. Currently, there are approximately 525 FSL2 through FSL4 facilities that are included and are subject to change by increasing or decreasing the number of facilities throughout the life of this contract (see Attachment J.1, List of Facilities). The scope and scale of the security systems at each of these sites is addressed by FAA Order 1600.69C. In general, the equipment and systems deployed include but are not limited to the following:

a. Access Control (PIV, FIPS 201-1 and 201-2 compliant)

b. Surveillance (cameras, monitoring, switching, recording, entry control video, etc.)

c. Intrusion Detection Systems (sensors, door/hatch contacts, etc.)

d. Perimeter Intrusion Detection Systems (fence line, gates, etc.)

e. Gates and Barrier Arms (Card Reader, Gate Controlled Video, Gate Operator)

Note: The Scope does not include repairs to fences, door infrastructure other than access control components, gate or barrier arm infrastructure, or lighting systems.

2.0 REQUIREMENTS

2.1 Management

Page C-7

The Contractor must manage the total work effort associated with the maintenance, repair, and all other services required herein to assure fully adequate and timely completion of these services. Included in this function are a full range of management duties including but not limited to planning, scheduling, cost accounting, report preparation, establishing and maintaining records, and quality control. The Contractor must provide an adequate staff of personnel with the necessary management expertise to ensure the performance of the work is in accordance with sound and efficient management practices. The following CDRLs will be required as part of the management approach:

CDRL AD-001 Meeting Records and Minutes CDRL AD-002 Reports to Contracting Officer’s Representative CDRL AD-003 Personnel Resumes CDRL AD-004 Contractor’s Personnel Roster CDRL FD-001 Cost Performance Report CDRL FD-002 Man Hours CDRL ILS-001 Logistics Support Plan CDRL ILS-002 Proposed Spares List CDRL ILS-003 Parts Management Plan CDRL MR-001 Level of Repair Analysis CDRL PM-001 Status of GFE CDRL PM-002 Receipt of GFE CDRL PM-003 Technical and Management Work Plan CDRL PM-004 Contractor’s Risk Management Plan CDRL PM-005 Contract Summary Report CDRL QA-001 Quality Assurance Plan CDRL QA-002 Annual Directions Letter to Facilities CDRL SE-001 System Changes CDRL SP-001 Safety Plan

2.1.1 Work Control

The Contractor must implement all necessary work control procedures to ensure timely completion of work requirements, as well as to permit tracking of work in progress. The Contractor must plan and schedule work to ensure material, labor, and equipment are available to complete work requirements within the specified time limits and in conformance with the quality standards established herein.

Verbal scheduling and status reports must be provided when requested by the Contracting Officer (CO) or Contracting Officer’s Representative (COR). The status of any item of work must be provided within four hours of the inquiry. The following CDRLs will be required as part of work control:

CDRL PM-003 Technical and Management Work Plan CDRL AD-002 Reports to Contracting Officer’s Representative

2.1.2 Work Schedule

Page C-8

The Contractor must schedule and arrange work so as to cause the least interference with the normal occurrence of Government business and mission. In those cases where some interference may be unavoidable, the Contractor must make every effort to minimize the impact of the interference, inconvenience, equipment downtime, interrupted service, customer discomfort, etc.

The following CDRLs will be required as part of work schedule planning:

CDRL PM-003 Technical and Management Work Plan CDRL PM-0054 Contractor’s Risk Management Plan

CDRL SP-001 Safety Plan

2.1.3 Records and Reports

The Contractor must maintain management, operation, and maintenance records, and prepare reports as set forth in Attachment [DID AD-002], “Reports to COR.” All records and copies of reports must be turned over to the CO within five calendar days after contract completion.

(1) A completed work file for each facility [DID AD-002] (identified by facility number, LOC ID, and Facility Type) must be maintained by the Contractor for each Security Level 2 and higher facility listed in Attachment J.1, List of Facilities. Each file must contain a listing of all equipment repaired under this contract in the facility by nomenclature and manufacturer’s model number, as well as all manufacturer’s literature, brochures, and pamphlets; maintenance, operator’s and parts list manuals; warranty information; a copy of all completed Service Call Work Authorization forms and job orders; and other information pertaining to the facility and/or installed equipment and systems. All documents must be filed or updated within 10 working days of the completed repair. The Government must have access to these files upon request. The entire file must be turned over to the Government upon completion of the contract.

(2) Cost performance information must be maintained and reports submitted in compliance with the specific requirements set forth in Attachments [DID AD-002, DID FD-001]. Additionally, the following CDRLs will be required as part of the Records and Reports requirement:

CDRL AD-002 Reports to Contracting Officer’s Representative CDRL FD-001 Cost Performance Report CDRL CM-001 Equipment/Systems Modification CDRL SE-001 System Changes

2.1.4 Facility Managers and Security Coordinators

At each facility, the FAA Facility Manager (FM) identified in Attachment J.1, List of Facilities may designate a FAA Facility Security Coordinator (SC). The Contractor must record the name of the FM and SC and include that name in the completed work file and by specific work repair request log number/identification.

For all repair calls, the Contractor must coordinate the repair and site arrival in advance and must secure approval for all repair actions before beginning work from the FM or SC. If the repair is

Page C-9 expected to impact operations, the Contractor must coordinate and notify the FM or SC of the impact at least two days in advance of starting work. The Contractor must reschedule any work that the FM or SC deems in the event it would lead to unacceptable disruptions to the Government's business. Such rescheduling will not be measured against return-to-service requirements detailed elsewhere in Section C.2.5.51 and Section C.2.5.5.2.

The following CDRL will be required as part of the Facility Managers and Security Coordination requirement:

CDRL AD-002 Reports to Contracting Officer’s Representative

2.1.5 Staffing

The Contractor must continuously maintain an adequate staff with suitable management expertise and training to assure work is scheduled and completed in accordance with these specifications. The Contractor must maintain an adequate technical work force trained to complete work in accordance with the time and quality standards specified in this SIR, as well as all applicable industry standards.

2.1.5.1 Limits - The Contractor must confine operations, activities, storage of materials, and employee parking within the areas designated in the work order. No deviations from this requirement will be allowed without written permission from the CO.

2.1.5.2 Termination - If an employee is terminated from performance on the contract, within one business day the Contractor must notify the CO in writing, must remove any access provided to the employee immediately, and must notify the facilities where the employee conducted work immediately of the termination.

2.1.5.3 Escort - The Contractor must ensure that all Contractor and subcontractor personnel have either been issued a valid FAA issued PIV identification badge or are escorted by a Contractor or subcontractor that have a valid FAA-issued PIV identification badge. The Contractor is responsible for obtaining valid FAA-issued PIV identification and completing a National Agency Check and Inquiries (NACI) background investigation.

2.1.5.4 Attire - All Contractor and subcontractor personnel must be appropriately attired with clothing that clearly indicates the professional name of their employer.

2.1.5.5 Contractor Qualifications - With reference to qualifications, the Contractor must:

Page C-10

A. Use skilled workers, trained and experienced in their crafts as defined in Attachment J-4, Labor Category, who are familiar with the specification and methods of performing the work set forth in this SOW.

B. Ensure all workers are properly licensed, if required by local law.

C. Meet the labor category requirements of Attachment J-4, Labor Categories.

The following CDRLs will be required as part of the Staffing requirements:

CDRL AD-003 Personnel Resumes CDRL AD-004 Contractor’s Personnel Roster

2.1.6 Call Center Requirements

The Call Center must be staffed 24 hours per day, 7 days a week, 365 days per year (366 days for leap years) with personnel that meet the labor category requirements. The personnel must maintain adequate procedures for accepting service calls for the required hours for the life of the contract. The Call Center must be capable of taking approximately 350 to 600 calls per month and the call center must be ISO 9001:2008 certified or registered. The FAA will not compensate the Contractor for obtaining ISO 9001 certification or registration.

The Contractor must establish a Call Center and provide toll-free telephone number(s) within 10 working days of the contract award. The Call Center must be equipped with a toll-free telephone hotline service that must record and log calls requesting corrective maintenance service. All telephone calls must be answered within five (5) rings by an individual that is fully familiar with the Contractor's work control procedures and the terms and conditions of this contract.

The Call Center must issue a unique repair request log number for each work order. The FAA CO, COR, and facility POC associated may, at any time, call the Call Center and inquire about the status of any unique repair request (i.e., open, closed, delayed, no response, etc.).

The Contractor must coordinate with the COR to develop a “lessons learned” list that must be included in each program management review. The “lessons learned” list will address categories of reasons for why problems may have occurred with facility and Call Center coordination of repair requests, and suggest actions that are ultimately intended to reduce the “return-to-service” time for all repair actions. The following CDRLs will be required as part of the Call Center Requirements:

CDRL PM-003 Technical and Management Work Plan CDRL AD-002 Reports to Contracting Officer’s Representative

2.1.7 Annual Facility Contract Directions

Page C-11

The Contractor must issue a hardcopy letter to each facility within 30 calendar days after award of the contract and within 30 calendar days after the exercise of each option (DID-QA-002 “Annual Directions to Facilities”). The letter must describe the CMC III Contractor and facility requirements. The letter must also outline each category of service provided, return-to-service requirements, and facility requirements for accessing the contract. Additions or deletions from the DID template must be reviewed and approved by the COR.

The Contractor must confirm receipt of the letter by the FM or SC each option year the contract is active. The confirmation will be reported to the COR along with the name and phone number of the confirming FM or SC. The following CDRL will be required as part of the Annual Facility Contract Directions Requirements:

CDRL QA-002 Annual Direction to Facilities

2.2 GENERAL REQUIREMENTS AND PROCEDURES

All work must meet the standards specified herein and must be accomplished in conformance with approved and accepted standards of the industry; equipment manufacturers; all applicable activity, local, state, and federal standards; and all applicable building and safety codes.

(1) When the Contractor completes work on a facility or system, that facility or system must be free of missing components or defects which would prevent it from functioning as originally intended and/or designed. Corrective or repair/replacement work must be carried to completion, including operational checks and cleanup of the job site. Except where otherwise noted, replacements must match existing environment in dimensions, finish, color, and design.

(2) In order to comply with Executive Orders 13423 and 13514, and the FAA Green Procurement Plan (GPP), the Contractor must use environmentally preferable products and services when applicable. These program elements include, but are not limited to: products and services that are energy-efficient, water-efficient, bio based, non-ozone depleting, contain recycled-content, and non-toxic or less-toxic alternatives; diversion of non-hazardous waste and construction and demolition debris from landfills; alternative fuels use and fuel efficient vehicles and equipment; and reduced greenhouse gas emissions. These program elements are described on the Office of the Federal Environment Executive website (http://www.ofee.gov).

2.2.1 Major Repair

Any single repair action that is expected to exceed $25K must be considered a major repair.

These planned repairs must be reported to the COR and approved by the CO prior to beginning repair, and be detailed in quarterly program reviews [DID AD-002 Reports to COR]. The following CDRL will be required as part of the Major Repair Requirements:

CDRL AD-002 Reports to Contracting Officer’s Representative

2.2.2 Replacement, Modernization, Renovation

During the term of the contract, the Government may replace, renovate, or improve equipment, systems, facilities, components, and fixtures at the Government’s expense and by means not

Page C-12 associated with this contract. All replaced, improved, updated, modernized, or renovated equipment, fixtures, facilities, components, and systems must be maintained, operated, and/or repaired by the Contractor at no additional cost to the Government unless such changes result in an increase or decrease in contract requirements. Changes, replacements, or deletions which result in an increase or decrease in contract requirements will result in equitable adjustments to the contract price in accordance with the “CHANGES” clause, Section I. The following CDRLs will be required as part of the Replacement, Modernization and Renovation Requirements:

CDRL CM-001 Equipment/Systems Modification CDRL SE-001 System Changes CDRL CM-002 As-built materials list

2.2.3 Equipment under Manufacturer’s or Installer’s Warranty

Equipment, components, and parts, other than those installed under this contract, must not be removed or replaced, or deficiencies corrected, while still under warranty of the original manufacturer or the installer without prior written approval of the CO. All defects in material or workmanship, defective parts, or improper installation and adjustments found by the Contractor must be reported to the CO so that necessary action may be taken. The Contractor will be responsible for managing the warranties, provided by the FAA’s SSDI contractor, of equipment, parts, and the duration of such warranties. Available warranty information will be furnished to the Contractor by the CO.

2.2.4 As-Built Drawings

(1) For informational purposes only, access to available As-Built Drawings will be provided to the Contractor. The Government makes no representation as to the completeness or accuracy of these drawings.

(2) All changes or additions to buildings, structures, and related equipment and systems made by the Contractor must be recorded as redlines to facility drawings by the Contractor (DID CM- 003). This data must include, but is not limited to, dimensioned drawings and/or sketches. The following CDRL will be required as part of the As-Built Drawings Requirements:

CDRL CM-003 Modifications to As-Built Facility Drawings

2.2.5 Interface with Other Contractors and Government Personnel Attention is invited to the fact that other Contractors and/or government personnel are engaged in similar and supporting work, requiring close cooperation. The Contractor for this contract must cooperate with all other Contractors and avoid conflicts with other Contractors’ performance and work schedules (DID PM-004, DID SP-001). In the event of conflicts with other Contractors that cannot be satisfactorily resolved, the matter must be referred to the CO for decision. Such decisions must be final, subject to right of appeal in accordance with the “DISPUTES” clause, Section I. The following CDRLs will be required as part of the Interface with Other Contractors and Government Personnel Requirements:

CDRL PM-004 Contractor’s Risk Management Plan CDRL SP-001 Safety Plan

Page C-13

2.3 WORK OUTSIDE REGULAR HOURS

Except as may be otherwise specified (i.e., Tier One Facilities), all work must be performed during the Government’s regular working hours (See Definitions).

2.4 CONTINUITY OF SERVICES

To ensure continuity of essential services, the Contractor must be prepared to fully commence work on the start date of this contract, and not assume that Government or previous Contractor employees must be available to guide, direct, or provide orientation to the Contractor’s employees.

2.4.1 Backlogged Service Calls

As part of being fully ready to commence work, the Contractor must be prepared to accept approximately [150] backlogged service calls on the contract start date. Work must be completed on all of these service calls within [60] calendar days after the contract start date a completion date to be determined by the parties after contract award.

2.4.2 Backlogged Work

Completion dates for work must be negotiated for all backlogged work orders issued within the first [60] calendar days after the start date of the contract.

2.5 GENERAL REQUIREMENTS AND PROCEDURES FOR SERVICE

CALL WORK

Service calls are defined as maintenance, repair, replacement, and/or other miscellaneous work requirements which are called into the Call Center by building occupants or generated by designated Government representatives; are brief in scope; and require not more than [2] estimated total labor hours for dispatching to the location. For each piece of equipment, the designated Government representatives must dispatch all work with separate work orders.

2.5.1 During Regular Working Hours

The Contractor’s Call Center must receive service call requests during regular working hours directly from building occupants and other authorized Government representatives. Each call must be classified in accordance with the definitions provided below. A description of the problem or requested work, date and time received, location, and other appropriate information must be placed on a Service Call Work Order (see Attachment DID AD-002, Reports to COR).

Calls must be received and classified by the Contractor as Tier One, Non-Tier One Air Traffic, or Non-Tier One Non-Air Traffic in accordance with the definitions provided in the “Service Call Classification” paragraph of this SOW, and responded to accordingly.

Page C-14

If the call is classified as Tier One, the Contractor must fill out a Service Call Work Order, including repair request log number, description of the problem, date and time repair request call was received, facility identification and location, and caller’s name and telephone number. If the call is classified as Non-Tier One, the Contractor must record the same information. One copy of each Tier One work order and a log of all Non-Tier One calls received must be delivered to the Government’s COR by [12:00 PM EST] the next regular working day. The following CDRL will be required as part of the Regular Working Hours Requirements:

CDRL AD-002 Reports to COR

2.5.2 After Regular Working Hours

The Contractor’s Call Center must receive all service call requests directly from building occupants and other authorized Government representatives after regular working hours, including on weekends and federal holidays. Calls must be received and classified by the Contractor as Tier One, Non-Tier One Air Traffic, or Non-Tier One Non-Air Traffic in accordance with the definitions provided in the “Service Call Classification” paragraph of this SOW, and responded to accordingly.

If the call is classified as Tier One, the Contractor must fill out a Service Call Work Order, including repair request log number, description of the problem, date and time received, facility identification and location, and caller’s name and telephone number. If the call is classified as Non-Tier One, the Contractor must record the same information. One copy of each Tier One work order and a log of all Non-Tier One calls received must be delivered to the Government’s COR by [12:00 PM EST] the next regular working day.

2.5.3 Service Call Classification

2.5.3.1 Tier One Facilities

Service calls must be classified as Tier One if they originate from facilities listed as Tier One on Attachment J.1, List of Facilities. Examples of potential service calls include outages in access control card reader systems, guard force supporting surveillance systems, access control interface with gate and barrier arms systems, and failures of facility and perimeter intrusion detection systems. Tier One facilities are considered critical to the FAA’s mission of Air Traffic Control and Air Traffic Safety and are priority facilities for repair actions. The CO may upgrade or downgrade the classification of any facility with 30 days’ written notice to the Contractor

2.5.3.2 Non-Tier One Air Traffic Facilities

These facilities must normally be classified as FSL2 facilities (FAA Order 1600.69C). They are still considered critical to NAS operations. They include ATCT, TRACON, and ARSR sites.

These facilities are considered second priority facilities for repair actions. The CO may upgrade or downgrade the classification of any facility with 30 days’ written notice to the Contractor.

2.5.3.3 Non-Tier One Non-Air Traffic Facilities

Page C-15

These facilities are normally FSL2 facilities that are not directly Air Traffic related. They include facilities such as FSDO, MIDO/MISO, SECFO, etc. The CO may upgrade or downgrade the classification of any facility with 30 days’ written notice to the Contractor

2.5.3.4 Air Traffic and Non-Air Traffic Security Level 1 Facilities

These facilities are all facilities with Facility Security Level 1 or lower designations. No FSL1 facility may access this contract unless the facility has been specifically identified by the CO for access to the contract for repair support.

2.5.4 Response to Service Calls Process

The following describes the service call process from problem identification through closure (DID QA-002 Annual Directions to Facilities).

1. Someone at an approved FAA site identifies a problem with the security systems and equipment covered under the CMC III contract and notifies the Facility Manager, the Facility Security Coordinator (FSC), or their delegate.

2. The Facility Manager, the FSC, or their delegate contacts the CMC III Help Desk. The help desk will collect the facility identification information from the caller and confirm the site’s eligibility for access to the contract (i.e., “The information on record for your site is:

Facility ID: «FAC_ID» Tier 1/Non Tier 1: «Tier One/Non Tier One»

Facility Location: «LOC_ID» Facility Type: «FAC_TYPE»

Facility Address: «ADDRESS1»

«CITY», «STATE» «ZIP_CODE» “

3. The CMC III Help Desk dispatcher will validate that the site is covered under the CMC III contract and that the reported problem is associated with the systems and equipment addressed by this contract.

4. The CMC III Help Desk dispatcher will record the name and contact information for the caller, as well as the name and number of the person to be contacted to coordinate a repair visit (if different than the caller).

5. The CMC III Help Desk dispatcher will then open a unique Work Order for this reported problem. This unique WO number will be used by the facility in all communications regarding the repair.

6. The CMC III Help Desk dispatcher will contact the appropriate on-call Security Technician, who in turn (within two hours of the initial call) contacts the FAA POC (or designee) to get a more detailed description of the problem.

Page C-16

7. Working with the FAA POC, the Security Technician determines the correct repair priority response times (see response time Facility Repair Return-to-Service Requirements, Tables 1 and 2).

8. The Security Technician then attempts to evaluate the issue over the phone to determine a) if the issue can be resolved over the phone, or b) what replacement parts, if any, may be required to be preordered from the contractor’s Logistics Center. Site personnel will not be asked to do any maintenance or repair, but some problems may be resolved without requiring a site visit (such as problems with operating the system that can be addressed with instructions from the technician or problems that can be resolved with a reset or power cycle on some pieces of equipment).

9. The Security Technician then coordinates any required site visit with the FAA POC.

10. The Security Technician travels to the site at the time coordinated with the FAA POC. Upon arrival, the Security Technician will contact the FAA site representative before performing any work. At this point the site representative should let the technician know who at the facility will be approving the work order once completed. The Security Technician will keep the FAA site representative fully informed of the corrective maintenance repair status and provide an estimated service restoration time.

11. The Security Technician then performs the corrective maintenance, including coordinating with the contractor’s Logistics Support to obtain parts needed for repair.

12. Once the repair is completed, the Security Technician will perform system tests and complete any outstanding inventory actions. At the conclusion of these activities, the Security Technician will get approval of the work from the FAA facility-designated POC or their delegate who has been authorized to approve work order completion. The approver will be asked to sign a copy of the work order. At this point the work order may have handwritten notes about the work completed. After getting a signature from the authorized site representative, the technician will call the CMC III Help Desk to update the status of the work order to “Complete.” The technician then submits a work order summary to the CMC III Help Desk who puts that information in the database and e-mails a final copy of the completed work order to the POC.

2.5.5 Response by Classification

2.5.5.1 Tier One Calls

The Contractor must respond immediately and must be on the job site and working within one day (24 hours) after receipt of a Tier One service call (the facility POC may extend this period at their convenience based on FAA operational needs). The return-to-service metrics run continuously without interruption until the repair condition is arrested (e.g., cause for the repair call such as card reader fails to read PIV card, monitor display fails to show the appropriate video signal, door alarm does not show as alarm alert on appropriate display camera, monitor, card reader, control panel, etc.). Repairs must be completed within three calendar days (72 hours) of the initial call for Physical Access Control System (PACS) and Visitor Screening Systems (VSS), or one week of the initial call for Surveillance Video Monitoring System (VMS) Security Cameras, Perimeter Intrusion Detection Systems (PIDS), Intrusion Detection Systems (IDS), Page C-17

Metal Detectors and Gate Operators. Return-to-service performance metrics are listed in the below Table 1, Tier One Sites. If follow-up work is required to complete the repair, the call must be divided into pre and post classification of repair actions necessary. The post-repair actions must meet the same response requirements necessary to meet Non-Tier One Air Traffic repair response times, and the corresponding completion time must then apply to the post-work order.

Such follow up work must be considered part of the original service call. If the follow up work is not within the scope of a service call, the procedures in paragraphs 2.5.6 or 2.5.7 below must apply.

(Table 1) Tier One Facility Repair Return-to-Service Time Requirements

TIER ONE FACILITIES RETURN-TO-SERVICE REQUIREMENTS

Physical Access Control System (PACS) 1

I. PIV Card Readers (incl. Prox Readers)

II. PACS Control Panels

III. Multifactor, biometric scanners

IV. Electric and Magnetic Strikes

V. Mechanical push button keypads

VI. Hard coded electronic keypads

VII. Request to Exit PIR

VIII. Crash bars

IX. Position Switches (DPS)

X. PACS battery components

72 hours

Visitor Screening Systems (VSS) 2

I. Entry Control Video (ECV)

II. Gate Control Video (GCV)

III. Intercom & Door release

IV. VSS battery components

72 hours

Surveillance Security Cameras VMS

(Including Infrastructure)

I. Perimeter Area Cameras

II. Alarm Assessment Cameras

III. Visual Identification Cameras

1 week

Page C-18

IV. Recorders

V. Multiplexers

VI. Switches

VII. Monitors

Perimeter Intrusion Detection Systems (PIDS) 3 1 week Intrusion Detection Systems (IDS) 4 1 week Metal Detectors 1 week Gate Operators TBD (as soon as possible on a case by case basis) 1 All Head End (HE) components required for PACS support will be repaired within the same time constraints as PACS components.

2 All HE components required for VSS support will be repaired within the same time constraints as VSS components.

3 All HE components required for PIDS support will be repaired within the same time constraints as PIDS

4 All HE components required for IDS support will be repaired within the same time constraints as IDS

2.5.5.2 Non-Tier One Air Traffic Calls

The Contractor must respond and must be on the job site and working within one day (during regular working hours) after a service call is received (the facility POC may extend this period at their convenience based on FAA operational needs). Once begun, the work must be prosecuted to completion and must be completed within three regular working business days of the initial repair request call for Physical Access Control System (PACS) and Visitor Screening Systems (VSS), one week of the initial repair request call Intrusion Detection Systems (IDS) and Gate Operators, or two weeks of the initial repair request call for Surveillance VMS Security Cameras and Metal Detectors. Return-to-service performance metrics are listed in the below Table 2, Tier Two and Lower Sites.

Page C-19

(Table 2) Tier Two and Lower Facility Repair Return-to-Service Time Requirements

TIER TWO AND LOWER FACILITIES RETURN-TO-SERVICE REQUIREMENTS

Physical Access Control System (PACS) 1

XI. PIV Card Readers (inc Prox Readers)

XII. PACS Control Panels

XIII. Multifactor, biometric scanners

XIV. Electric and Magnetic Strikes

XV. Mechanical push button keypads

XVI. Hard coded electronic keypads

XVII. Request to Exit PIR

XVIII. Crash bars

XIX. Position Switches (DPS)

XX. PACS battery components

3 Business Days

Visitor Screening Systems (VSS) 2

V. Entry Control Video (ECV)

VI. Gate Control Video (GCV)

VII. Intercom & Door release

VIII. VSS battery components

3 Business Days

Surveillance Security Cameras VMS

(Including Infrastructure)

VIII. Perimeter Area Cameras

IX. Alarm Assessment Cameras

X. Visual Identification Cameras

XI. Recorders

XII. Multiplexers

XIII. Switches

XIV. Monitors

2 Business weeks

Perimeter Intrusion Detection Systems (PIDS) 3 N/A

Page C-20

Intrusion Detection Systems (IDS) 4 2 Business weeks Metal Detectors N/A Gate Operators As-soon-as-possible 1 All Head End (HE) components required for PACS support will be repaired within the same time constraints as PACS components.

2 All HE components required for VSS support will be repaired within the same time constraints as VSS

3 All HE components required for PIDS support will be repaired within the same time constraints as PIDS

4 All HE components required for IDS support will be repaired within the same time constraints as IDS

2.5.5.3 Non-Tier One Non-Air Traffic Calls

The Contractor must respond and must be on the job site and working within one day (during regular working hours) after a service call is received. Once begun, the work must be prosecuted to completion and must be completed within three regular working business days of the initial repair request call for Physical Access Control System (PACS) and Visitor Screening Systems (VSS), one week of the initial repair request call Intrusion Detection Systems (IDS) and Gate Operators, or two weeks of the initial repair request call for Surveillance Security Cameras and Metal Detectors. Return-to-service performance metrics are listed in the above Table 2, Tier Two and Lower Sites.

2.5.6 Beyond the Scope of Work Call

Some repair request calls may be beyond the scope of work of the contract. Examples of work beyond the scope of the contract may include, but are not limited to, repairs to facility electrical systems, repairs to equipment not maintained by the Contractor, requests to move equipment, or requests to install new equipment.

If the Contractor receives a repair request call that is determined by the Contractor to be outside of the scope of the contract, the Contractor must issue a repair request log number and document the reason for closing the repair request as “out of scope.” A log of all such repair requests must be issued to the CO and COR at the beginning of each business day (DID AD-002, Reports to

COR).

If, during a repair request visit, the repair technician determines the repair request is outside of the scope of this contract, the repair technician must close the repair work order as “out of

Page C-21 scope.” A log of all such repair requests must be issued to the CO and COR at the beginning of each business day (DID AD-002, Reports to COR).

If requested by the CO, the Contractor must provide a summary of the work needed and a detailed estimate showing labor hour and material requirements within 2 business days of the request.

(a) If the CO agrees that the work required constitutes a change to the contract requirements but falls within the scope of the contract, the CO may authorize the Contractor to proceed with the work in accordance with the “CHANGES” clause, Section I, or the work authorization may be canceled.

(b) If the CO determines that the work falls within contract requirements, the original work authorization must be returned to the Contractor, who must complete the work.

The following CDRL will be required as part of the Beyond the Scope of Work Call Requirements:

CDRL AD-002 Reports to COR

2.5.7 Work Calls for Additional Equipment/Systems

Some repair request calls may include subsequent requests for repairs to more than one piece of equipment or system. For example, the facility may need repairs to a surveillance system camera and an access control system PIV card reader.

If the Contractor receives a repair request call for repair of more than one piece of equipment, the Contractor must issue separate repair request work orders for each piece of equipment.

If, during the repair request visit, the repair technician determines that additional equipment requires repair, the technician must coordinate with the FM/SC and the Call Center to initiate a new work order for each piece of equipment.

The following CDRL will be required as part of the Work Calls for Additional Equipment/Systems Requirements:

CDRL PM-003 Technical and Management Work Plan

2.5.8 Completed Calls

Within ten business days after completion of each service call (defined as the acceptance of the work by the facility POC), the Contractor must provide the following, but is not limited to, the below data in the facility repair file:

(1) Description of work completed;

(2) Brief description of material and…