Section C_ Amendment 000002.pdf

DTFAWA-17-R-00029 TSS SOW

Version 0.60 June 6, 2017

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PART I - SECTION C

Description/Work Statement

Table of Contents

1. Scope

1.1. Background

2. Applicable Documents

3. Requirements

3.1. General

3.2. Program Management (CLIN 0001/CLIN 0002)

3.2.1. Program Control and Status Reporting

3.2.2. Program Management Review (PMR) Meetings

3.2.3. Technical Review Meetings

3.2.4. Contractor Spares Management

3.2.5. Inventory Control of Spares and Repair Parts

3.2.6. Monitor of Vendors for Spares Availability

3.2.7. Risk Mitigation for Parts End-of-Service-Life (EOSL)/Obsolescence

3.2.8. Risk Management Plan (RMP)

3.2.9. Configuration Management (CM) Program

3.2.10. Hardware Configuration Management

3.2.11. Software Configuration Management

3.2.12. Quality Assurance Plan (QAP)

3.3. Integrated Logistics Support/Mainteance (ILS) (CLIN 0008)

3.4. Training and Training Material Management (CLIN 0009/CLIN 0010)

3.5. Contractor Logistics and Technical Support (CLIN 0007)

3.5.1. Support Operation Requirements

3.5.2. Support Operation Tasks

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3.5.2.1. Help Desk Support

3.5.2.2. Hardware Support/Development Updates

3.5.2.3. Software Support/Development Updates

3.5.2.4. Support Databases and Moving Models Library

3.5.2.5. Support Scenario Development

3.5.2.6. Updates to TSS Documentation

3.5.2.7. Maintaining and Distributing Site-Specific Data Files

3.5.2.8. Addressing and Tracking Identified Service Requests, Deficiency Reports and

Feature Requests

3.5.2.9. Installation and Validation of a TSS Depot/Test Bed

3.5.2.10. WIDE

3.6. Training System Support Center (TSSC) (CLIN 0007)

3.7. On-site Field Support (CLIN 0011)

3.7.1. Field Service Technician (FST)

3.7.1.1. FST Qualifications

3.7.1.2. FST Duties

3.7.2. Field Service Representative (FSR)

3.7.2.1. FSR Qualifications

3.7.2.2. FSR Duties

3.8. TSS Relocation (CLIN 0012)

3.9. Mobile Scenario Preparation Tool Stations (MSPTS) (CLIN 0006)

3.10. TSS Mobile Units (CLIN 0004)

3.11. TSS Suitcase (CLIN 0005)

3.12. TSS Tech Refresh Components (CLIN 0003)

3.13. TSS Maintenance and Technical Support Transition Plan

3.14. Engineering Change Requests (CLIN 0013/CLIN 0014)

3.15. Purchase of Additional TSS Systems/Equipment (CLIN 0003/0004/0005/0006)26

3.16. Integration/Acceptance Testing

3.17 Property Management (CLIN 0001/0002) ...……………..……………………27

3.18. Other Direct Costs (ODCs) (CLIN 0015and CLIN 0016)

4. Acronym List

Version 0.60 May 31, 2017

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1. SCOPE

This Statement of Work (SOW) defines the tasks required by the Contractor for the operation, maintenance, and support of the Federal Aviation Administration (FAA) Tower Simulation Systems

(TSS) used for technical/operational training of controllers at selected FAA air traffic control towers

(ATCTs). This includes establishing and maintaining a TSS Program infrastructure that consists of program management, equipment purchase, training, depot support, installation and test, and maintenance management of a Contractor Logistics Support (CLS) Program. The TSS CLS Program includes a Help Desk function with technical and ATC subject matter experts (SMEs), a Training

System Support Center (TSSC), on-site Field Service Technicians/Representatives (FSTs/FSRs), and a Web-Based Integrated Data Environment (WIDE) repository capability. The TSSC function includes the depot repair and testbed facility for the support of operational TSS equipment. The

Contractor for this contract award must maintain a WIDE service. The Contractor is also responsible for providing TSS training and operating, maintaining, and supporting the “non-proprietary”

Commercial-Off-The-Shelf (COTS) hardware and software aspects of the TSS.

The “proprietary” aspects of the FAA’s TSS include the Adacel Systems, Inc. (ASI) owned and licensed MaxSim 4 application software and the specialized communications hardware/software designed and developed specifically by ASI for the TSS. ASI will continue to be responsible for managing the overall hardware/software system design of the TSS and its various configurations under a separate Government contract. The list of the components required for the TSS Tech Refresh efforts is provided in Section 3.12 of this SOW and in the Section B attachment. The Maxim 4

Software and the software installation and configuration instructions will be provided by the

Government after contract award. The Contractor for this contract award is responsible for maintaining configuration documentation.

1.1. Background

The FAA has 56 TSSs which are deployed at 38 airport towers and FAA support sites, including the

FAA Academy in Oklahoma City, OK and the William J. Hughes Technical Center in Atlantic City, NJ. All FAA TSS systems were procured from ASI via multiple Government contracts. The FAA has procured TSS systems and support from ASI on multiple contracts beginning with FAA contract

DTFAWA-08-D-00002 which was awarded on December 19, 2007 and continuing through the present. These training simulators provide a high-definition, realistic simulation of air traffic movements at an airport. An additional 179 airport visual databases have been developed that are hosted by the 38 FAA “hub” sites. A ‘hub and spoke’ system utilization concept was instituted to allow the larger airports to host the TSS equipment and provide an Air Traffic Control (ATC) training service for the current 156 surrounding smaller airports.

In addition to the TSS equipment and databases, the FAA also requires support in the form of Field

Service Representatives (FSR), Field Service Technicians (FST), a Contractor Logistics Support

(CLS) Program, and a Training System Support Center (TSSC). The TSSC includes a Help Desk that is staffed 12-hours-a-day (7:00 AM – 7:00 PM ET), 5 days per week, with a qualified air traffic control subject matter expert and technician available to assist whenever any FAA location calls for assistance. A WIDE will be used to provide an on-line reporting and data-sharing capability.

FAA Contract DTFAWA-15-D-00005, dated 9 February 2015, was awarded to ASI for the continued maintenance and support of the TSS for one (1) year with four (4) option years. Subsequent to the

C-4 award, an amendment dated 4 March 2015, “administratively” replaced the aforementioned contract with DTFAWA-15-D-00012 and this is the current contract in force.

2. APPLICABLE DOCUMENTS

The Tower Simulation System Specification (TSSS) in Section J-1 of the contract establishes and defines the functional and performance capabilities to be operated and maintained under this contract. The Contractor must provide the management, resources, and effort to ensure that the current and future TSSs are supported as described in this SOW.

3. REQUIREMENTS

3.1. General

This SOW describes the management, resources, and effort to support the FAA TSS Program during the contract period of performance. The Contractor must submit data in accordance with the

Contract Data Requirements List (CDRL) in Section J-2 and the corresponding Data Item

Descriptions (DIDs) in Section J-3 of the contract. Section J-4 provides a list of TSS locations and

Airport Visual Databases (VDBs); Section J-5 delineates current TSS configurations; Section J-6 provides a list of the hardware components required for a TSS Pseudo Pilot; Section J-7 provides a list of the hardware components required for the TSS Mobile Units; and Section J-8 provides a list of the hardware components for the TSS Test Bed system to be provided as Government Furnished

Equipment (GFE) under this contract. Section 3.12 of this SOW specifies the TSS Tech Refresh components to be procured under CLIN 0003.

3.2. Program Management (CLIN 0001/CLIN 0002)

3.2.1. Program Control and Status Reporting

The Contractor must establish and provide the program management, control, and reporting functions necessary to manage and direct the tasks required under this SOW. This includes maintaining cost, schedule, and administrative control over the program for both internal and external management of the tasks within this SOW. This must include efforts associated with asset management, data management, financial management, schedule management, risk management, and other related program management functions.

The Contractor must develop and follow the Program Management Plan (PMP) in accordance with the PMP CDRL A001. The PMP must describe how the requirements and tasks of the contract will be managed, accomplished, and reported during the contract period of performance. During this period, the Contractor must establish program management controls and procedures required for accomplishing the tasks under this contract. The Contractor must use all tools necessary to provide the progress of the program to the Government’s TSS Program Management Office (PMO).

Key Personnel: The Contractor must designate a Program Manager (PM) with overall program responsibility and who acts as the single point of contact (POC) between the company and the FAA for all matters pertaining to this SOW. The Contractor’s PM must have the authority to commit corporate resources to ensure the successful completion of authorized tasks. The Contractor must provide a Program Manager with the following minimum qualifications:

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Education – at a minimum the Program Manager must have a Bachelor of Science (B.S.)

degree from an accredited university in a technical field (e.g., engineering, computer science, etc.)

Experience – the Program Manager must have a minimum of fifteen (15) years of experience as a project manager for a system or systems similar to, or greater than, the complexity of the

TSS

Certifications – a Program Manager Professional (PMP) certification from the Project

Management Institute (PMI) is preferred but not required

The Contractor should assign Technical Support personnel and Air Traffic Control Subject Matter

Experts (SME), and Software Support personnel with expertise in visual database modeling. The responsibilities of the Project Technical Support personnel under this contract include being responsible for the performance of the TSS and assisting the FSR and FST personnel. ATC SMEs will be responsible for providing ATC expertise and guidance as required for the TSS program.

Discussions between the Government’s TSS PMO technical personnel and the Contractor’s technical personnel may occur. Any decisions or understandings reached by the respective technical personnel staffs concerning the performance of this contract that would impact cost or schedule must be confirmed and approved in writing by the FAA Contracting Officer (CO).

The Contractor’s PM must provide the status of technical and managerial efforts through written monthly reports, telephone conversations, and meetings. The meetings will be held at locations mutually agreed to when requested by the Government’s TSS PMO. The Contractor’s PM must provide the monthly reports, meeting agendas, and meeting minutes in accordance with the Monthly

Program Status Report CDRL A002 (CLIN 0008), Meeting Agenda CDRL A004, and Meeting

Minutes CDRL A005.

3.2.2. Program Management Review (PMR) Meetings

The objective of these meetings is to address any program management, technical, operation, maintenance, and support issues that occur during the contract period of performance. A Post Award conference will be held no later than 30 calendar days after award. The Post Award conference will not exceed two work days. PMR meetings will be held semi-annually and will not exceed one work day. The Contractor must submit agendas for these meeting to the FAA for approval and the

Contractor must provide meeting minutes in accordance with the Meeting Agenda CDRL A004 and

Meeting Minutes CDRL A005. At a minimum, the following topics and their current status must be addressed at PMR meetings:

Integrated Logistics Support in accordance with ILSP CDRL A012 (Effort associated to the development and delivery of the CDRL is covered under the

Program Management CLIN. Efforts associated to performing requirements of the Integrated Logistics Support are included in CLIN 0008).

Status of TSS Tech Refresh program in accordance with SOW Section 3.12 and

CLIN 0003.

Training and Training Materials in accordance with Training Materials CDRL

A029 (Effort associated to the development and delivery of the CDRL is covered under the Program Management CLIN. Efforts associated to performing requirements of the Training and Training Materials are covered under CLINs

0009 and 0010).

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Risk Management in accordance with PMP CDRL A001

Service Requests, Deficiency Reports, and Feature Requests (available via the

TSS WIDE)

Quality Assurance in accordance with PMP CDRL A001

Configuration Management in accordance with CM Plan CDRL A007 (Effort associated to the development and delivery of the CDRL is covered under the

Program Management CLIN. Effort associated to performing requirements of the

Configuration Management is covered under CLIN 0007).

System Utilization to include frequency and type of use on a per site basis in accordance with the Monthly Program Status Report CDRL A002

TSS Operation, Maintenance, and Technical Issues/Concerns

Installation/integration/acceptance status of changes to existing or new TSS systems/sites (if applicable)

Action Item Status/Review

3.2.3. Technical Review Meetings

Technical reviews may be requested by either the TSS PMO or the Contractor and will be scheduled and led by the Contractor’s Project Technical Team Lead. The Contractor must submit agendas for these meetings to the FAA for approval and must produce meeting agendas/minutes in accordance with the Meeting Agenda CDRL A004 and Meeting Minutes CDRL A005. At a minimum, the following topics must be addressed at technical review meetings with contributions from the

Software Support Lead/visual database modeler as needed:

Definition and control of modeling issues for site-specific visual databases, if applicable

Review existing or recommended scenario data changes, if applicable, to be included in the scenario database

Review changes and additions to the existing Visual Database Design applicable to a specific site visual database or for all sites. A Visual Database Design describes the graphical portrayal of a specific airport such as runways, gates, elevation, weather conditions and other airport characteristics. These types of information will be unique for each airport. However, there will be some graphical representations that are identical or similar at many or all airports such as the graphical representation of airport surveillance landing radars.

Define, recommend, and review baseline attributes across the various visual database software builds such as changes in the graphical representation of an item(s) or attribute(s) within a visual database software build

Review status of hardware/software trouble report (i.e., Service Requests, Deficiency Reports, or Feature Requests), resolutions, and testing results at affected TSS sites

Define, recommend, and review any TSS hardware/software configuration baseline changes, if applicable

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Identify and review test requirements/strategy provided as Government Furnished

Information (GFI) (e.g., factory/site/system acceptance test plans, procedures, standards, etc.) for

The integration/test of resolved hardware/software trouble reports

Any new hardware/software functionality for the TSS

Review and provide status of any technical issues/concerns that may affect the operation, maintenance, and performance of TSS must also be reported at the next TSS PMR

3.2.4. Contractor Spares Management

During TSS scheduled operation, it is imperative that there be minimum impact to the FAA ATCT training cycle at each TSS site. If the Contractor determines on-site spare parts are required to achieve the individual TSS system reliability, maintainability, and availability (RM&A) requirements specified in this contract then the Contractor must implement a spares management process in accordance with their Recommended Site Spares List CDRL A014 to ensure that each deployed TSS does not exceed the Operational Availability (Ao) requirement of 95% and the MTTR requirement of seventy-two (72) hours once the failure has been clearly identified on-site. The spares inventory may include consumable items if required to be located on-site at each FAA TSS facility (as well as at the

TSSC) and must be replenished as items are used, if needed, to ensure an on-site 95% system operational availability.

3.2.5. Inventory Control of Spares and Repair Parts

The Contractor must establish an inventory control system and manage a TSS Spare Parts Process from the TSSC in accordance with the Recommended Site Spares List CDRL A014 if on-site spare parts are determined by the Contractor to be required in order to achieve the TSS Ao and MTTR requirements. The management of spares and the return of failed parts must be via Return Material

Authorization (RMA) transactions.

The Contractor must create and maintain a TSS spare parts inventory/repository based upon the approved Integrated Logistics Support (ILS), CDRL A012, detailing spares availability at the TSSC and at each TSS location. A list of hardware spares must include model numbers, be maintained, and be available to the TSS PMO upon request.

Effort associated with the development and delivery of the CDRL is covered under the Program

Management CLIN. Efforts associated to performing requirements of the Integrated Logistics

Support are included in CLIN 0008.

3.2.6. Monitor of Vendors for Spares Availability

The Contractor must subscribe to vendor product service bulletins where available to obtain notices on product availability. Additionally, the Contractor must contact the TSS equipment vendors on a semi-annual basis to monitor spares availability and advise the TSS PMO in accordance with the

Obsolete Parts List CDRL A013 (for any part that may become obsolete within 3 years) should there be an obsolescence issue that needs attention, resolution, and potential need for future procurement.

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3.2.7. Risk Mitigation for Parts End-of-Service-Life (EOSL)/Obsolescence

The Contractor must assess and ensure, on a semi-annual (i.e., every six (6) months) basis, that spares exist to fully support each deployed TSS to include TSS Mobile Units, TSS MSPTS, TSS

Suitcases, and the potential for additional TSS installations at any new sites in accordance with the

Obsolete Parts List CDRL A013.

As part of the semi-annual assessment, a technology evaluation must also be conducted. When the technology evaluation determines that a TSS part or component will become obsolete within the next year the Contractor must notify the TSS PMO within 30 calendar days of the completion of each semi-annual Obsolete Parts List (CDRL A013) and provide an itemized list, cost, justification, and recommendation to perform an EOSL/obsolescence upgrade/purchase for each affected TSS site.

The recommendation for the upgrade must also include a plan for purchase, installation, integration, and test to validate TSS operation at each affected TSS site.

The purchase of EOSL/obsolescence upgrades must be authorized by the Government Contracting

Officer. Upon integration and test at their TSSC testbed and approval by the FAA, these upgrades must be delivered to the designated TSS sites and installed by either the on-site FST/FSR or a contractor designated representative in coordination with the FAA site POC in accordance with the

Test Plan – SIV CDRL A026, Test Procedures – SIV CDRL A027, and Test Report – SIV CDRL

A028. Effort associated to the development of CDRLs A026, A027, and A028 is covered under the

Program Management CLIN. Efforts associated to performing requirements of these CDRLs are associated to CLINs 0003, 0007, and 0012.

Once installed and deemed operational, the Contractor must prepare new or update existing, if available, site as-built drawings in accordance with Site As-Built Drawings, CDRL A020, and any other impacted training/maintenance/equipment documentation in accordance with SOW Section

3.2.9-3.2.11. Effort associated to the development and delivery of the CDRL is covered under the

Program Management CLIN. Efforts associated to performing requirements of CDRL A020 are included in CLIN 0007.

The Contractor disposition of any spares (located on-site or at their TSSC) that are deemed obsolete, or no longer necessary, must be itemized and a request for disposition must be submitted to the FAA for approval.

3.2.8. Risk Management Plan (RMP)

The Contractor must develop, establish, manage, and maintain a Risk Management Plan (RMP) for the TSS Program in accordance with the PMP CDRL A001. The RMP must clearly define how identified risks will be managed on a continuous basis and mitigated. The Contractor must ensure that there is a management process in place to capture and make visible ongoing program status with respect to risk and risk mitigation. The Contractor must also address any risk management issues at each PMR.

3.2.9. Configuration Management (CM) Program

The Contractor must develop, establish, manage, and maintain a CM Program to perform the CM efforts required to configuration manage all parts, media, documentation, data, software, and other materials received or produced under this contract. The CM Program must be delineated in a Configuration Management Plan (CMP) and prepared in accordance with the CM Plan CDRL

A007. Effort associated to the development and delivery of the CDRL is covered under the

Program Management CLIN. Efforts associated to performing requirements of CDRL A007 are

C-9 included in CLIN 0007. The Contractor’s CM program must provide configuration identification, configuration control, verification, and configuration status accounting/audits of all existing, new, and/or modified simulator hardware, firmware, software, and documentation received or used for the duration of the contract. This includes, but is not limited to, the following for and at each TSS site:

User manuals

System level operation and maintenance manuals

Development, update, and maintenance of TSS facility configuration baselines and as-built drawings

System Configuration Manual must identify all TSS site documents that will be configuration managed and provide guidance, inventory, and structure for how they will be configuration managed

System Administration Guide containing the Standard of Acceptable

Performance Checklist to verify the TSS system or parts/components have been received, installed and work as part of the installation and checkout of a

TSS system installation or upgrade.

System component level manuals

Documentation for all Commercial-Off-The-Shelf (COTS) software/hardware equipment installed or received

Training documentation

3.2.10. Hardware Configuration Management

The Contractor must support the following hardware configuration management activities:

Establish and maintain configuration management and a hardware configuration baseline with respect to the TSS hardware at the Training System Support Center

(TSSC), each TSS site, the TSS Mobile Units, TSS Suitcases, and the TSS

Mobile Scenario Preparation Tool Stations (MSPTS)

Identify, monitor, manage, and document changes to the configuration baseline following Site Installation Verification (SIV) testing, when applicable, for all sites

Document and report all hardware changes to the TSS Program office and the site

FAA POC once completed

Record the hardware changes into the TSS configuration management database

Maintain a system hardware configuration database for each installed system at an individual TSS site that must contain at a minimum:

Item Description, model number, and version

Serial Numbers

Assigned System Position (e.g., Local Control, Ground Control, Flight Data, Pseudo

Pilot, etc.)

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Dates – In-Service/Out-of-Service/Repair/Warranty

Part History

Vendor and Vendor Contact Information

System maintenance history to include a description/resolution of all failures/repairs done

The Contractor must establish and maintain a WIDE containing the hardware/software configurations of each TSS site. The WIDE must be updated within 72 hours of any change that affects information in the WIDE and allow interactive access to personnel authorized by the Government. Any changes to the previously approved site hardware baseline items must be documented, controlled, and approved as followed:

Contract changes must be submitted as prescribed by the Contract Change

Proposal CDRL A011 (Effort associated to the development and delivery of the

CDRL are associated to the Program Management CLIN. Efforts associated to performing the requirements of CDRL A011 are covered under CLINs 0013 and

0014).

Specification and engineering changes must be submitted as specified by the

Specification Change Notice CDRL A009 and Engineering Change Proposal

CDRL A010 (Effort associated to the development and delivery of the CDRL are associated to the Program Management CLIN. Efforts associated to performing the requirements of CDRL A011 are covered under CLINs 0013 and 0014).

Requests for deviation must be submitted as prescribed by the Request for

Deviation/Waiver CDRL A008 (Effort associated to the development and delivery of the CDRL are associated to the Program Management CLIN. Efforts associated to performing the requirements of CDRL A011 are covered under

CLINs 0013 and 0014).

3.2.11. Software Configuration Management

The Contractor must establish, maintain, and support the following software configuration management activities:

Establish and maintain software CM and a software configuration baseline with respect to the TSS software at each TSS site, the mobile TSSs, suitcase TSSs, and the MSPTS

Software CM of, but not limited to, the following software work products:

COTS product specifications

COTS product software

Collaboration with third party proprietary software vendors (includes operating system and application software)

CBI related training material

Managing, reporting, and recording changes to the approved TSS software configuration baseline and the above software work products on an individual

TSS site basis

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The Contractor must establish and maintain a WIDE containing the software configurations of each

TSS site. The Contractor must keep the repository up to date and allow interactive access to the

WIDE for all Government designated personnel. The Contractor must support access to all installed

TSS software configurations for use in testing site modifications.

The Contractor must provide the FAA all the necessary installation files, licenses, and installation documentation for each version of software installed. This includes the COTS operating system software, application software, and any third-party software installed. This information must be available, managed, and accessible via the Contractor owned and maintained WIDE.

3.2.12. Quality Assurance Plan (QAP)

For the performance of the TSS work, the Contractor’s quality system must reflect the principles of

ISO 9001:2008 Quality Management System – Requirements and in accordance with the PMP

CDRL A001.

3.3. Integrated Logistics Support/Maintenance (ILS) (CLIN 0008)

The Contractor must establish and maintain an Integrated Logistics Support (ILS) capability to review problem ticket reports, monitor status and resolution of trouble tickets, and ensure that a 95% operational availability is maintained at each TSS facility. The TSS operational availability requirement is defined as each TSS Large and Small system must be operationally available to conduct ATCT certification, qualification, and recurrent training a minimum of 95% of the time, 24 hours a day, and 365 days a year. The Contractor must provide all maintenance actions (i.e., repair and or replacement of all failed or inoperable TSS components) necessary to ensure each TSS system meets or exceeds the system operational and maintenance requirements specified in this SOW and in the TSS system specification. The TSS Large and Small system configurations and locations are specified in Section J-5 of this contract. Additionally, the ILS capability must include the establishment/management of a Training Simulation Support System (TSSC) for depot repair/testbed support of deployed TSSs, TSS Mobile units, TSS Suitcase, and TSS Mobile Scenario Preparation

Tool Stations (MSPTS). The detailed description of this ILS capability must be delineated in an

Integrated Logistics Support (ILS) in accordance with ILS CDRL A012.

Based on the complexity and operational needs of a specific TSS facility, the Contractor must evaluate, provide supporting documentation, and recommend whether a TSS site requires (or not) an on-site Field Service Technician/Field Service Representative (FST/FSR) and/or a complement of site spares to achieve a 95% system operational availability at each TSS site. The cost and approval of an FST/FSR and/or spares at a TSS site will be determined on a case by case basis in collaboration with the Government TSS CO and TSS PMO in accordance with SOW Section 3.7, which is covered under CLIN 0011.

Key service level metrics include: system availability, system reliability, and response time compliance. The Contractor must evaluate, apply, and document on a per system per site basis, and reported in accordance with the Monthly Program Status Report CDRL A002. Additionally, the data collected must be summarized and presented by the Contractor at the PMRs and based upon each site’s TSS configuration, establish a system operational availability baseline and spares management concept whereby the Mean-Time-To-Repair (MTTR) of all failures for each TSS must not exceed 72 hours. The Contractor must collect the data on a per system per site basis to ensure the repair time cited must include, but not be limited to, the following:

Diagnostic time

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Removal of the failed part

Installation of a new part

Checkout of the TSS equipment, and

All adjustments required to return the TSS to normal operation

The ILS capability must include, but not be limited to:

Operation and maintenance planning

Spares management and storage

Training and training materials

Supply support

Technical data

Internal system design interfaces

Monitor of CLS and TSSC processes

General TSS installation requirements at FAA facilities

Packaging, shipping, handling, and transportation (PSH&T)

3.4. Training and Training Material Management (CLIN 0009/CLIN 0010)

The Contractor must prepare and maintain the following operational and training documents for the

TSS during the contract period of performance in accordance with Training Materials CDRL A029 as it relates to TSS operations/maintenance; scenario generation, database and model utilization, and any TSS site specific aspects. Specific documents that must be developed and maintained are:

TSS System Operator Manual

TSS System Administrator and Maintenance Manual

Manual (Hard Copy) and Content Delivered using Computer Based Instruction

(CBI) for Designing and Creating TSS Training Scenarios

As part of the TSS Contractor Transition period delineated in Section 3.13 of this SOW the

Contractor must attend the operational and maintenance training courses to be provided by the

Government and ASI. The Contractor must report on the status of all training received, developed, or provided at scheduled PMRs. The Contractor must execute training on a per day basis and the training may be ordered on a Task Order in varying quantities throughout the duration of the contract.

3.5. Contractor Logistics and Technical Support (CLIN 0007)

3.5.1. Support Operation Requirements

The Contractor must provide all necessary management, resources, and effort to maintain contractor logistics and technical support in accordance with this SOW. The Contractor must report services provided in accordance with the Engineering and Technical Services Report CDRL A034.

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The Contractor must provide a 24x7 TSS Help Desk and other technical and administrative support functions as specified in this SOW.

3.5.2. Support Operation Tasks

3.5.2.1. Help Desk Support

The Contractor must operate a 24x7 TSS Help Desk service to provide technical and administrative support for the TSS program. The Contractor must operate the Help Desk service in a fully staffed mode on a twelve (12) hour per day schedule, Monday through Friday, 7:00 AM to 7:00 PM Eastern

Time basis. For times and days outside the above specified timeframes the Contractor must operate the TSS Help Desk in a non-staffed on-call/standby basis using an automated telephone transfer process or by email using a Contractor established and maintained WIDE. The Help Desk must be staffed with individuals that have expert knowledge of the TSS hardware and software functionality.

The Contractor must provide and ensure staffing levels and expertise are consistent with meeting the performance standards required under this contract.

The Contractor must respond immediately to phone calls made or emails received after the Help

Desk is closed on the next regular working day. Help Desk calls must be tracked through a trouble ticketing system. The Government must have access to the ticketing system to obtain status of reported problems; who submitted the problem; who, how, and when the problem(s) was resolved;

and the time it took to reach resolution. The Contractor must analyze and resolve identified deficiencies; manage the support process throughout the contract period of performance; and submit

Engineering and Technical Services Reports in accordance with the Engineering and Technical

Services Report CDRL A034.

3.5.2.2. Hardware Support/Development Updates

Included under the CLS, the Contractor must provide hardware support. During the contract period of performance and in addition to the management/use of spares to ensure system operational availability, there will be a requirement to perform a technical refresh/upgrade to the TSS hardware to improve/maintain overall system performance, reliability, maintainability, and availability. The

Government will identify the TSS Tech Refresh hardware components to be replaced by the

Contractor on a site by site basis. The Government will direct the Contractor to purchase these TSS

Tech Refresh hardware components in sufficient quantities to upgrade deployed TSS systems.

As each TSS is upgraded with the most current version of the ASI MaxSim 4 software, the

Contractor must perform Site Installation Verification (SIV) testing to ensure system operation/performance in accordance with the Test Plan – SIV CDRL A026 and Test Procedures –

SIV CDRL A027 and the test results are reported in accordance with the Test Report – SIV CDRL

A028. Upon successful completion of the SIV, the Contractor must perform a configuration audit that establishes a new hardware configuration baseline for that site; update all related documentation;

upload/maintain this information on the Contractor’s WIDE; and identify/request disposition instructions for all hardware replaced to include any associated documentation.

3.5.2.3. Software Support/Development Updates

Included under the CLS, the Contractor must provide software support. As software deficiencies or functional/performance related issues are identified, a determination will be made by the Government as to where the correction responsibility lies. Since the TSS consists of both proprietary and non-proprietary software, the Contractor must collaboratively engage with the owner of the proprietary

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The Contractor must date and classify all software deficiencies as to their level of impact and importance to the operational performance of the TSS. All software deficiencies must be logged in;

remain open until resolved; archived upon remediation; and available and maintained in the

Contractor established WIDE.

The Contractor must make all ASI software releases approved by the Government TSS PMO available on their WIDE for distribution and installation at each TSS location. For TSS sites that have a Contractor provided FSR or FST on-site, the Contractor FSR or FST must install and test the software releases. For TSS sites that do not have a Contractor provided FSR or FST, the

Government will install and test the software releases. If a problem occurs when the Government installs and tests the software releases the Government will contact the Contractor for assistance.

Field Service Technicians (FSTs) and Field Service Representatives (FSRs), where available on-site, will install, test, and verify the functionality/performance of the software release as soon as possible in accordance with the Test Plan – SIV CDRL A026, Test Procedures – SIV CDRL A027, and Test

Report – SIV CDRL A028 taking into consideration the operational needs of the facility. For those facilities without an FST/FSR, the on-site FAA representative will install the software with assistance from the Help Desk as necessary.

3.5.2.4. Support Databases and Moving Models Library

The Contractor must support the development/management of new airport visual databases;

expanded moving models library; and the approved modification/update of existing airport visual databases, aircraft, vehicle, models, and liveries specified in Section 3.5.2.7 of this SOW.

The Contractor must date and classify database and model deficiencies as to their level of impact and importance to the operational performance of the TSS. The Contractor must maintain the status of the deficiencies on the Contractor’s WIDE and all database and model deficiencies currently logged into this system will remain valid indefinitely until remedied. Once remedied, the database and model deficiencies will be closed out and archived on the Contractor’s WIDE. Plans and the estimated cost/time for correction of these database and model deficiencies must be jointly prioritized by the Contractor and the Government based upon their level of impact and importance to the operational performance of the TSS.

The Contractor must test and verify database and model updates using the GFE TSS Depot/Test Bed

System provided to the Contractor for their TSSC Depot/Testbed function. The TSS Depot/Test Bed system is specified in Section J-8 of this contract. Upon acceptance/approval, they must be integrated into site specific databases for each TSS; documented into each TSS site’s configuration baseline; and maintained in the Contractor’s WIDE.

The Contractor must develop, document, manage, and provide all software and licensing rights for aircraft, liveries, and visual database modeling in accordance with the CM Plan CDRL A007 and

ILS CDRL A012. The FAA has the authority to modify any aircraft, vehicle, or airport model provided by the Contractor to the FAA. The FAA has the authority to use and distribute site specific databases, models, and liveries without restriction. The Contractor must maintain all aircraft, liveries, and vehicle models that have been developed or received from approved third party vendors.

At a minimum, the Contractor must maintain all models and liveries listed in Appendix 4 and all airport visual databases listed in Appendix 3 of the TSS specification (TSSS).

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The Contractor must develop a site installation plan and conduct a site survey for the creation of new airport visual databases in support of new TSS sites when tasked in accordance with the Site Survey

Plan CDRL A015. (NOTE: Database updates may follow a different process depending on the level or percentage of upgrade.) The survey must include determining the airport and surrounding area’s physical characteristics to be modeled in the visual database. The survey must also include collecting aircraft and vehicular movement information necessary to create a realistic operational scenario. The FAA will coordinate with the Contractor to obtain permissions to take photographs and videos from selected vantage points to aid in database creation.

The Contractor must create and send the airport survey questionnaire and Facility Design Criteria

Report, both prescribed by the Facility Design Criteria CDRL A017, to the FAA ATC facility POC for completion prior to the site survey. During the site survey, the Contractor must verify data gathered by the site POC.

The Contractor must prepare a Site Notification Letter in accordance with Site Notification Letter

CDRL A016 and submit it to the site POC no later than two weeks prior to start of the site survey visit. The Government’s TSS PMO will coordinate all site visits with the appropriate Terminal

Service Areas.

The Contractor must prepare a Site Survey In-Brief in accordance with the site installation plan as prescribed by the Site Survey In-Brief CDRL A018 and hold the briefing with site personnel at the beginning of the site survey. The in-brief must provide an overview of the TSS Program, a site activation schedule, and a review of site and Contractor responsibilities for implementation.

The site survey must last no more than three (3) calendar days and must result in a Contractor-prepared out-brief which presents the results of the survey for review and approval by TSS PMO representatives. A Site Survey Report must be prepared and submitted to the TSS PMO as specified by the Site Survey Report CDRL A019.

The Contractor must provide configuration management for all government furnished data collected from the site survey in accordance with the CM Plan CDRL A007.

The Contractor must prepare a Visual Database Design Document (VDDD) in accordance with

VDDD CDRL A032 from data gathered during the site survey. The initial VDDDs and visual databases must be submitted for review/approval by the Government’s TSS PMO. Any non-conformance items must be rectified and resubmitted within 15 business days.

An approved visual database must be baselined in accordance with the CM Plan CDRL A007 and be subject to site testing in accordance with the Test Plan – SIV CDRL A026, Test Procedures – SIV

CDRL A027, and Test Report – SIV CDRL A028.

The Contractor must install and operate Government furnished models, liveries, visual databases, and scenarios. Maintenance and support of Government furnished models will be the responsibility of the Government.

3.5.2.5. Support Scenario Development

The Contractor must support the creation of operational scenarios based on the scenario scripts provided by the FAA.

The Contractor must test the newly created scenario at the TSSC and, upon approval from the TSS

PMO, must distribute the new scenario database. The Contractor must also ensure that the newly created scenario is incorporated into the TSS site’s configuration baseline, updated, and maintained in the Contractor’s WIDE.

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3.5.2.6. Updates to TSS Documentation

The Contractor must maintain documentation updates that address, but not be limited to, modifications identified/received of the following:

TSS System Operator Manual

TSS System Administrator and Maintenance Manual

Manual and CBI for Designing and Creating TSS Training Scenarios

As documentation updates are made available, the Contractor must maintain and manage them in accordance with the CM Plan CDRL A007, SOW Section 3.2.9-3.2.11, and have them be available / distributed via the Contractor’s WIDE.

3.5.2.7. Maintaining and Distributing Site-Specific Data Files

The Contractor must maintain a record of all site-specific data files for backup and debugging purposes in accordance with the CM Plan CDRL A007, SOW Sections 3.2.9-3.2.11, and Section J-1, TSS Specification. The site-specific data files to be maintained must include:

Visual Data Base(s) – 3D graphical image of the airport and its surroundings

Visual models – graphical image of aircraft, vehicles, physical obstructions, etc.

Liveries – paint scheme of a model, e.g., Jet Blue logo, emergency vehicles, etc.

Voice Recognition file(s) (specified in Section 3.1.6 of the TSS Specification)

Airport lighting control panels(s) (software design of the VDB – scenario lighting is controlled from the instructor’s console)

Scenario Database(s)

The Contractor must maintain, manage, and distribute all site-specific data files. Site-specific data files must be available and configuration managed on the Contractor’s WIDE and will be distributed via electronic means

The Contractor must distribute all approved and accepted TSS software updates on a centralized basis using electronic means

3.5.2.8. Addressing and Tracking Identified Service Requests, Deficiency Reports and

Feature Requests

The Contractor must maintain and track the status of all Help Desk calls and identified Service

Requests (SR), Deficiency Reports (DR), and Feature Requests (FR) on their WIDE. A SR is defined as a situation where trouble-shooting has been done at a site and the problem can be attributed to either a hardware or software issue requiring additional support from the Contractor’s

Help Desk. A DR is defined as a situation where a TSS function is not performing in accordance with the TSS specification and is most likely a software issue. A FR is defined as a situation where an enhancement or improvement could be made in the TSS to improve its training capabilities/functions which could, upon further analysis/evaluation by the Contractor and the

Government, be submitted as an Engineering Change Proposal (ECP) to the Government. The

Government must have access to this information via the Contractor established WIDE.

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The Contractor must submit the Engineering and Technical Service Report in accordance with the

Engineering and Technical Services Report CDRL A034 and report their disposition status during

PMRs.

The Contractor must manage, coordinate, implement and test corrected system deficiencies in accordance with Test Plan – SIV CDRL A026 and Test Procedures – SIV CDRL A027 when testing is done on-site at a specific TSS facility. A plan for the release/correction of system deficiencies must be managed by the Contractor’s TSS PM and made available on the WIDE in accordance with the CM Plan CDRL A007 and SOW Section 3.2.9-3.2.11. The Contractor must keep the release schedule up to date.

3.5.2.9. Installation and Validation of a TSS Depot/Test Bed

The Contractor must maintain a TSS Depot/Test Bed system using Government Furnished

Equipment (GFE) for the following support purposes:

Creation/management of software baseline releases

Assessment and resolution of hardware and software problems.

Establishment/management of site software/hardware configurations

Support the development/management of visual databases, moving models, liveries, voice system, and scenarios (tools and resources)

3.5.2.10. Web-based Integrated Data Environment (WIDE)

In support of the TSS Program, the Contractor must establish and maintain a WIDE which provides an on-line reporting and data-sharing system capability. The Contractor, its sub-contractors, and designated Government representatives must have 24-hour access to this repository. Problems with user access and log on must be supported and resolved within 72 hours of being made aware of the problem. The Government will not provide the server and storage hardware or software for the TSS

WIDE. The Contractor must design and maintain the TSS WIDE site. The Contractor must also provide the server and storage hardware and software required for the TSS WIDE. The Government will have full unlimited access and technical data rights for the TSS WIDE site, including all code, images, functions, and “look and feel” utilized on the site and any data collected or files received during site usage. The repository must include, but not be limited to, electronic access of the following items:

Program plans (e.g., PMP, QA Plan, CM Plan, ILSP, RM Plan, etc.)

Technical documents (e.g., TSS hardware/software information provided/included from individual manufacturers, etc.)

Approved contract deliverables (including updates) as specified under CDRLs

Schedules (e.g., installation/delivery of approved hardware/software updates on an individual site-by-site basis, PMR dates, A database of deficiencies with their status for deployed TSSs, mobile TSSs, suitcase TSSs, and MSPTS

Program metrics as defined in the program management plan

Calendar of upcoming site events (e.g., PMRs, TSS training dates, equipment installation dates, software updates, etc.,)

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Site history including associated documentation (e.g., hardware/software configuration baselines to include any on-site spares, as-built drawings, system usage data, equipment failure/repair status reports, etc. for deployed TSSs, mobile

TSSs, suitcase TSSs, and MSPTS)

Site survey files and pictures used for each TSS site

Downloadable files (e.g., Playing Areas, VDBs, Support files, Training material, etc.)

Reports required by this SOW

Site backups

POC information (e.g., FSR, FST, FAA site personnel, TSSC Help Desk personnel, etc.,)

Frequently Asked Questions (FAQs)

Model and Livery Database (interactive and searchable)

Database of all Service Requests (SRs), Feature Requests (FRs), and Deficiency

Reports (DRs) and their status

3.6. Training System Support Center (TSSC) (CLIN 0007)

The Contractor must establish, staff, manage, and locate the TSSC at the Contractor’s facility in the

Continental United States (CONUS). Once established and during the contract period of performance, the TSSC must:

Establish a computer system capable of maintaining site baselines and supporting the fielded/deployed TSS systems including TSS Mobile Units, TSS Suitcases, and TSS MSPTSs

Establish a depot/testbed environment for fielded hardware and application software and serve as an aid to the Help Desk when attempting to diagnose a specific site problem

Develop and test hardware/software corrections/updates of fielded/deployed TSS systems including TSS Mobile Units, TSS Suitcases, and TSS MSPTSs

Integrate and test TSS site-specific data and its training modules

Operate in a fully staffed mode on a twelve (12) hour per day, Monday through

Friday, 7AM – 7PM Eastern Time basis, and must operate in an on call/standby basis using an automated telephone transfer process or by email using a

Contractor established and maintained WIDE for days/times outside of these parameters

Provide staffing levels and expertise consistent with meeting performance standards required under this contract

Support creation and…