DCC_PWS_Dated_18_February_2014.docx

F2V3714008/20Feb2014 Atch 1

Performance Work Statement for

Multimedia and Information Management Services at

Davis Conference Center

MacDill AFB, FL

As of

18 February 2014

SECTION 1.0 - DESCRIPTION OF SERVICES: The scope of this Performance Work Statement (PWS) defines contractual requirements for the contractor to provide Multimedia and Information Management Services for the Davis Conference Center (DCC) on MacDill AFB. Contractor support will be provided in both the technical and services areas of DCC operations. It includes but not limited to: Presentations Support, Public Address, Video Teleconferencing (VTC), Teleconferencing, Multimedia and Information Technology equipment management, PC and Software Maintenance, Technology Planning, Forms and Publications, Records Management, Conference Room Scheduling, Webpage Content Management, and Physical Security. Contractor must have the flexibility to adjust to the changing support requirements of the Conference Center as the operation expands and moves forward. The Contractor is tasked with delivering impeccable customer support and service for each event in the DCC.

1.1. Background: The DCC is one of the largest conference centers in DoD. It includes a 250-seat auditorium with an audiovisual control room, a 110-seat executive conference room with an audiovisual control room; three meeting rooms that can be divided into sections or fully open to accommodate a larger audience, and a smaller executive conference room. MacDill AFB is the home of two Combatant Commands (U.S. Special Operations Command and U.S. Central Command), and nearly 58 other tenant organizations. The DCC provides a safe, secure environment for strategic planning for MacDill AFB and its tenants.

1.2. Personnel: The Contractor will provide a staff of qualified technicians in the areas of audiovisual, information technology, and events management to operate and maintain the DCC. The Contractor will work closely with military and/or government employees to identify, document, implement current and future Communications & Information Technology (C&IT) requirements, and maintain C&IT related infrastructure and systems in response to downward directed and upward driven requirements. Activities that typically fall within this service include conference room configuration, preventive equipment maintenance, network administration, network security, and preparation of IT and A/V plans to support technology refresh and the maintenance of the C&IT infrastructure.

1.2.1. Key Personnel: The contractor shall identify in writing, a Team Lead (TL) (preferably the Event Manager), Assistant Team Lead (ATL) from one of two AV positions, and one IT position, in their proposal; these ‘key personnel’ must be retained in position for a period that will establish continuity of operations in each position. Any subsequent substitution of key personnel must be equally qualified individuals as those identified in the contractor’s proposal.

1.2.2. Personnel Instruction: MacDill Instruction 90-100, Davis Conference Center, is an Air Force guide to assist contract personnel in performing DCC operations. It implements AFPD 32-10, Installations and Facilities, and establishes the procedures for scheduling and conducting events and meetings in the 6th Communications Squadron, Davis Conference Center (6 CS/DCC). This publication applies to all 6th Air Mobility Wing (6 AMW) staff agencies, mission partners, Department of Defense (DoD), and other Federal/State/Civil agencies. If there are any conflicts between the instruction and the PWS, the PWS has precedence.

1.3. Hours of Operation: The Davis Conference Center hours of operation are Monday through Friday, 0730 to 1630. The center is closed on Saturdays, Sundays, holidays, and 6 AMW down days/family days, unless an exception to policy to open is approved by the Installation Commander. NOTE: Contractor hours are 0630 to 1730 in staggered shifts: one 0630-1530; two 0700-1600; three 0800-1700; four 0830-1730.

1.3.1. A contractor is required to perform the tasks outlined in the facility-opening checklist starting at 0630 each day. This will ensure the facility is prepared for opening to event Project Officers (POs). Contractor personnel will open the doors to conference attendees at 0730. The Contractor will ensure at least one person is available to run the appropriate end-of-day checklist and shut down the facility with government oversight at 1730.

1.3.2. The Contractor staff’s working hours will coincide with the center’s operating hours. Contractors are required to work a 40-hour workweek. Mission requirements may dictate the need to change from normal duty hours to a flexible work schedule, whereby the arrival and departure times for Contractor employees may vary depending on the start/end times for the events taking place in the conference center.

1.3.3. Should the need arise to support an event before or after normal duty hours, the Contractors Team Lead (TL) will notify the Director of the DCC (in his absence the Assistant Director) who, in turn, will formally request overtime hours from the Company Liaison.

1.3.4. Overtime hours. Overtime hours are hours of work in excess of 8 hours in a day or 40 hours in a week, which are officially ordered in advance. Overtime hours will be coordinated with the Director of the DCC (in his absence the Assistant Director), and the Company Liaison NLT 72-hours prior to the start of an extended- or after-hours event.

1.3.5. Federal Holidays. The approved federal holidays are: New Year's Day (observed 1 January); Martin Luther King, Jr. Birthday (observed the third Monday in January); President’s Day (observed the third Monday in February); Memorial Day (observed the last Monday in May); Independence Day (observed July 4); Labor Day (observed the first Monday in September); Columbus Day (observed the second Monday in October); Veterans Day (observed 11 November); Thanksgiving Day (observed the fourth Thursday in November); and Christmas Day (observed 25 December). Generally, no performance by the Contractor is required on federal holidays; however, there may be unique circumstances, for example, an Installation Commander approved special event occurring on a holiday, which will require the Contractor to work. Any Contractor working on a federal holiday will receive overtime pay.

1.3.6. The DCC will be closed for normal business during 6 AMW down days/family days. CY14 Family/Down Day schedule: 23 May, 3 Jul, 29 Aug, 28 Nov, 26 Dec, subsequent years are expected to be similar. Contractor personnel may opt to take leave. For those not taking leave, they will perform their other ancillary DCC functions, such as equipment PMI, inventory, training, etc., in accordance with the terms and conditions of the contract.

1.3.7. Leave: The DCC shall be fully manned at all times during the center's normal operating hours. The Contractor and DCC management shall coordinate employee absences that exceed 72 hours. Leave absences include administrative leave, sick leave, emergency leave, or any other absence exceeding any 72-hour period. In addition, the Contractor shall provide the center a qualified replacement with the commensurate skill sets of the current AV Techs, IT Tech, and Events Manager. Equivalent replacements are necessary to ensure mission support and continuity. The Contractor will be the leave administrator/manager for absences of 72 hours and beyond. NOTE: The Events Manager replacement will train with the DCC Team Lead/Event Manager at least one day prior to personnel departing on leave. Additionally, the temporary Events Manager will provide a minimum four-hour overlap on the day the Event Manager returns from leave.

1.3.8. Alternate Duty Location (Off Site): Contractor personnel may be required to attend local Tech Shows, such as INFOCOMM, to provide advice and/or recommendations to the government on future equipment buys required in support of the mission. Additionally, contractor personnel may be required to attend planning meetings to obtain requirements for upcoming events. Note: funding for local travel will be provided by the government.

1.4. Point of Contact: The Contractor will provide the government with the name of a Team Lead (TL) and Alternate Team Lead (ATL) in writing.

1.4.1. The TL will have full authority to act for the Contractor on all matters relating to the daily execution of this contract. The alternate will operate in the same capacity in his/her absence.

1.5. Appearance: Contractor employees will present a neat and well-groomed appearance. The dress code at the DCC is business casual; however, there will be events requiring more formal attire. Certain days may be declared dress-down days—management will inform contractor personnel of those days.

1.5.1. Hair (including beards, mustaches, and sideburns) should not look un-kept, or be unclean and will be controlled or trimmed, not to interfere with safe work practices.

1.5.2. Contractor employees will display legible Contractor-provided identification media on their outer clothing.

1.6. Reserved.

1.7. Traffic Laws: The Contractor will comply with the installation traffic codes as specified in Florida State Law and MacDill AFB Instructions.

1.8. Security: (See additional Security Requirements in Appendix A) In accordance with DoD 5200.1-R, DoD Information Security Program, and AFI 31-401, Information Security Program Management, the Contractor will comply with security policies and procedures outlined in AFI 33-200, Information Assurance (IA) Management; AFI 33-201, Volume 1, Communications Security (COMSEC); AFI 33-201, Volume 2, COMSEC User Requirements; AFPD 33-2, Information Assurance Program; and applicable AFKAGs, AFIs, and AFSSIs for COMSEC.

1.8.1. Contractor employees will comply with base Operations Plans and instructions for Force Protection Control procedures, Random Antiterrorism Measures (RAMS), Information Assurance and local search and identification requirements. Contractor employees will complete Force Protection training annually utilizing the Advanced Distributed Learning Service provided on the Air Force Portal. Contractor employees will comply with Information Assurance Officer requirements/procedures and are required to complete any training (classroom, CBT, etc—this is government funded training). The Contractor shall ensure that personnel accessing information systems have the proper and current information assurance certification to perform information assurance functions in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program. The Contractor shall meet the applicable information assurance certification requirements, including: (1) DoD-approved information assurance workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01-M; and (2) Appropriate operating system certification for information assurance technical positions as required by DoD 8570.01-M. Upon request by the Government, the Contractor shall provide documentation supporting the information assurance certification status of personnel performing information assurance functions. Contractor personnel who do not have proper and current certifications shall be denied access to DoD information systems for the purpose of performing information assurance functions. Additionally, all contractor employees are required to complete Force Protection, Information Assurance and other security training/CBTs. The CSA/IT and Senior AV Tech positions must be Security+ qualified.

1.8.1.1. The Contractor will comply with AFI 71-101, Volume 1, Criminal Investigations, and Volume 2, Protective Service Matters, requirements.

1.8.1.1.2. The Contractor will safeguard all Government property, including controlled forms, provided for Contractor use.

1.8.1.1.3. At the end of each duty day, Government equipment, facilities, support equipment, and other valuable materials will be secured by a Contractor with government oversight.

1.8.2. Security Assistance: The Contractor will ensure its staff has appropriate security clearances and that the Company’s Security Officer is familiar with the requirements of this contract and the accompanying DD Form 254, Department of Defense Contract Security Classification Specification. NOTE: The government will not fund security clearances.

1.8.2.1. Security Clearance Requirements: The Contractor will require access to the Secret Internet Protocol Router Network (SIPRNET) and access to classified documents, video, audio, reports, and other information will be necessary. Accordingly, a U.S. Top Secret clearance is required for (Audio-Visual Technicians - 2 ea) and a U.S. Secret clearance is required for (Event Manager and Client Support Administrator/IT Technician).

Prior to contract award, the Contractor shall initiate the appropriate level of security clearance background investigation to result in issuance of a Top Secret security clearance for (enter name of positions) and Secret security clearance for (enter name of positions). Contractor personnel performing work under this PWS, its attachments or modifications to this PWS must be cleared to the appropriate security level. The Government will provide the necessary Department of Defense (DD) Form 254 attesting to the security requirements of this PWS.

Additionally, information gathered, reviewed, and produced under this PWS remains the property of the US Air Force and shall be protected from unauthorized or inadvertent modification, disclosure, destruction, or use.

The Government retains the right to request removal of Contractor personnel, regardless of prior clearance, whose actions while assigned to this contract conflict with the interests of the Government. The reason for removal shall be fully documented in writing by the Contracting Officer.

1.8.2.2. The TL will confer with the Davis Conference Center Security Manager for all security matters pertaining to the Davis Conference Center and conferences hosted there.

1.8.2.3. Security issues that the Contractor will be responsible for include, but may not be limited to, the following:

1.8.2.2.1. Work with conference POs to assure that all conferees are appraised of internal security requirements. The Contractor will work with the conference PO/Alternate PO, Conference Special Security Officer (SSO) if applicable, and DCC Security Manager to ensure policies and procedures for processing classified information are adhered to.

1.8.2.2.2. The Contractor will be responsible for ensuring all classified presentation support capabilities are available in meeting rooms for access during conferences. Additionally, contractor personnel will review the conference center security agreement to ensure appropriate government provided personnel (to act as security guards) are placed at access points as required by regulations.

1.8.2.2.3. The Contractor will be responsible for advising customers on DCC policies regarding storage of classified materials within the facility during conference time.

1.9. Clearances: The work to be performed under the terms of this contract will require a minimum of a Secret clearance with the AV and Alternate AV Tech requiring a Top Secret clearance.

1.9.1. These requirements will be specified in the accompanying DD 254, Department of Defense Contract Security Classification Specification.

1.9.2. Contractor personnel will report to DCC leadership, any information, or circumstances of which they are aware that could indicate the potential of a threat to the security of DoD personnel, Contractor personnel, resources, and classified or unclassified defense information.

1.9.3. Contractor employees will be briefed by the appropriate DCC security manager prior to their commencement of activities on this contract.

1.10. Pass and Identification Items: The Contractor will ensure that pass and identification items required for contract performance are obtained for Contractor personnel and non-Government owned vehicles.

SECTION 2.0 - SERVICES SUMMARY: The Services Summary identifies the performance objectives and performance thresholds for all critical tasks associated with providing the services outlined in this PWS. This section contains only those items considered most important for mission accomplishment. The “Performance Objectives” are those services/tasks required in the PWS. The “Performance Reference” identifies the location of the verbiage that pertains to the objective and threshold. The “Performance Threshold” briefly describes the minimum acceptable levels of service required for each requirement. The thresholds are critical to mission success. The Government expects the Contractor to perform at the acceptable levels throughout the life of the contract.

Reference Performance Threshold

4.7 4.5.2 4.6.2 4.7.1.28 The maximum number of valid customer complaints cannot exceed 5% of total annual events (this number will fluctuate based on number of annual events.

4.6 4.7 4.5.28 Contract Team must have AV, IT and VTC equipment setup, tested, and ready to go NLT 1 hour prior to the POs arrival or start of the event whichever occurs first. Additionally, must have Defense Information Systems Network-Video Services (DVS) facilitator certification. (direct observation - weekly)

4.7.1.23 Preventive maintenance will be performed on 25% of all equipment items each quarter. Conduct market research to obtain quote NLT 24 hours after equipment failure, once it is determined on-site technicians cannot fix the equipment (direct observation -quarterly).

4.6 4.7 Ensure meeting room is set up and ready to go NLT 1 hour prior to the POs arrival or start of the event whichever occurs first. An “Event Ready” Room = room correctly configured; required equipment powered on, tested and ready for customer use; all PO requirements placed in room; lights on; room temperature checked. NOTE: All Contractors are required to setup room configurations. (direct observation – weekly)

4.2 Reports will be submitted to the Director and Assistant Director by their respective timelines (daily, weekly, monthly, and annually)

6. Maintain a staffing schedule to ensure that there are always sufficient personnel on-site to meet the requirements of the conference center.

1.3.7 4.6.5

Must have on-site each day the following capability: Events Management, CSA/IT, and AV support. Ensure there is a backup capability when a contractor personnel is absent in the areas of Events Management, CSA/IT, and AV. Replacements must have a skill level commensurate with the incumbent.

1.3.1.3 1.3.1.4 Team Lead must notify the Director or Asst Director, DCC of overtime hour requirements NLT 72-hours prior to the start of the event.

SECTION 3.0 - GOVERNMENT-FURNISHED PROPERTY AND SERVICES: This is a Government owned facility and will be furnished with necessary property, supplies, and services to accomplish the mission.

3.1. Contractor personnel will be provided with workspace appropriate to their assigned tasks.

3.1.1. Normal office equipment such as desks, chairs, computers, and telephones will be provided as required.

SECTION 4.0 - GENERAL INFORMATION

4.1. Documentation: The Contractor will prepare and submit reports in accordance with the requirements of the contract. Examples of reports include Equipment Status reports, Schedule of Events, Equipment Status reports, and Conference After-Action Reports. (e.g., activities accomplished prior week, activities planned for following week, complaints, bad critiques, old issues, and new issues) as a minimum.

4.1.1. Records: Government contractors who create, receive, and maintain Air Force records, electronic or paper, will meet the requirements of AFMAN 33-363, Management of Records. The contract must include requirements for the delivery of all pertinent documentation of contractor program execution. Training is available for contractor personnel who manage Air Force records.

4.1.2. Facility Office Support: The Contractor will provide day-to-day office support for the facility to include, but not be limited to, services such as document control, filing, maintaining records, updating the general calendar of events and schedules for the facility, maintaining conference roster of attendees, attending Wing meetings pertaining to the operation of the Center, and preparing meeting notes for the Center Director.

4.2. Report Timelines: Schedule of Events, weekly (every Friday); Event Setup Sheet (weekly); AV/IT Assignments (weekly); Conference After-Action Reports or “Lessons Learned” (weekly); Critical Equipment Status Report (weekly); and Equipment Inventory (annually).

4.3. Communications: The Contractor will maintain open and professional communication with members of the Davis Conference Center.

4.4. Performance Evaluation Meetings: The Contracting Officer (CO) will require the Contractor to meet with the CO, CL, Contracting Officer Representative (COR), Functional Director (FD) and other Government personnel as often as deemed necessary.

4.4.1. Performance Evaluation Meetings will be documented in the contract file with written minutes signed by the TL or CO, or contract administrator.

4.4.2. Should the Contractor not concur with the minutes, such non-concurrence will be provided in writing to the CO within ten (10) calendar days of receipt of the written minutes.

4.5. Audio Visual Technicians (AVT): Contractor personnel will provide this support on an as-needed basis to meet scheduled conference requirements. Experience with LCD projectors, overhead projectors, DVD players and recorder, camcorders, monitors and other multimedia equipment is mandatory. Must possess excellent customer service, communication, and interpersonal skills. Additionally, act as primary or alternate in the following additional duties: 1) Communication Security (COMSEC) custodian, 2) Custodian Access/Custodial Receipt Listing (CA/CRL) equipment custodian, 3) Information Technology Equipment Custodian (ITEC), 4) Video Teleconferencing (VTC) Facilitator, 5) Telephone Control Officer (TCO), 6) Information Assurance Officer (IAO), 7) Records Custodian, and 8) DCC Security Manager. Furthermore, Contractor personnel must operate and maintain audiovisual (AV) and Information Technology (IT) equipment in DCC at fully functional level (100%). Contract Team must have AV and IT equipment setup, tested, and ready to go NLT 1 hour prior to the POs arrival or start of the event whichever occurs first. An “Event Ready” Room is where a customer room configuration is completed; required equipment turned on, tested and ready for customer use; all customer requirements placed in room; lights turned on and room temperature checked. NOTE: The entire Contractor Team is required to setup room configurations.

4.5.1. Develop a plan and provide training to DCC staff members on a monthly basis to ensure staff is current on the basic equipment operation. Provide initial and recurring training to educate military and new contractor personnel to a level commensurate with their duties and responsibilities. Training plan shall be presented to the DCC Director for review.

4.5.2. Assist conference POs in determining presentation requirements (equipment, media) supporting visiting Distinguished Visitors (DV), General Officers (GO), and Foreign Dignitaries (FORDIG). Develop detailed plan to include all data/requirements needed to execute a Distinguished Visitor (DV) event. Include contingency arrangements when planning DV events. Secure “long lead” items and actions as soon as possible.

4.5.3. Perform preventive maintenance inspections (PMI) on 25% of all equipment items per quarter. PMIs should evaluate condition; identify critical defects, and trend rates of degradation over time. Inspections are performed while the equipment is in operation and also during scheduled shutdowns. Results of PMIs are used to predict future repairs, assist planning of maintenance budgets, and to prevent unplanned outages caused by unexpected failures. In the event DCC equipment requires repair, conduct market research to obtain quote NLT 24 hours after equipment failure, once it is determined on-site technicians cannot fix the equipment.

4.5.4. Contractors will record unclassified briefings, seminars, graduations, retirements, promotions in the Auditorium only as directed by the Director, DCC.

4.5.5. Conference PO will annotate on the Project Officer Agreement (POA), (Appendix E), NLT 24 hours in advance, a requirement to record. Media will be recorded on DVD supplied by the customer.

4.5.6. This service is not limited to, but will include presentation support, room configuration, operating audiovisual equipment, and capturing raw video footage, when directed by Director, DCC. Additionally, 1) Organizes and maintains conference room presentation facilities, 2) sets up audiovisual equipment, 3) maintains audiovisual equipment, 4) troubleshoots, repairs, or coordinates repair of audiovisual equipment, 5) makes recommendations for equipment purchase, system design, and facility utilization, 6) provides projectionist services for seminars, lectures and other events, 7) video records seminars, lectures and other events upon request, 8) assists individuals in the operation of audiovisual equipment, 9) assists with other operations such as display preparation, publication distribution, framing and signage, and performs other duties as the DCC Director may, from time-to-time, deem necessary.

4.5.7. Provide wireless or wired microphone used in the lobby area for crowd control. Microphone will not be used outside the DCC or the lobby area of the DCC.

4.5.8. Utilize Hirsch Velocity Software and manage Hirsch Security System. Create security code for each conference NLT 24-hours prior to POs arrival or start of the event, whichever occurs first. Must be skilled at using Hirsch Velocity Software and managing Hirsch Security System.

4.5.9. The Contractor will provide trained and qualified employees who can perform routine maintenance and parts replacement on the AV equipment within the facility. This activity will include AV equipment and hardware.

4.5.10. Perform various functions and activities during the normal course of business of the facility that will aid in ensuring that the DCC is ready to perform its intended function at all times.

4.5.11. Maintain the equipment inventory (Appendix D) provided by the Government at the start of the contract. This will include updating as equipment is repaired, replaced, and upgraded. The inventory lists will be available to the DCC Director at all times. Contractor will periodically conduct a physical inventory of DCC assets for the purposes of material management and production control. Contractors will accomplish physical inventory of equipment on an annual basis.

4.5.12. Develop and employ databases to assist in the tracking and monitoring of items and informational data such as equipment warranties. Knowledge of database software is mandatory.

4.5.13. Ensure that appropriate supplies/spare parts are available for routine repair and maintenance of all equipment. The government will provide needed items.

4.5.14. Develop an Audio Visual technology refresh plan, based on experience and manufacturers’ suggested procedures, for replacement and repair of all equipment in the facility.

4.5.15. Working with the DCC Director, initially prepare an operating budget for equipment and supplies that will meet the requirements of the above strategy to maintain all facility AV equipment in operating condition.

4.5.15. Acquire and maintain all DCC services as economically as operational requirements and DoD policy allows.

4.5.17. Provide outstanding customer service to resolve user problems and concerns.

4.5.18. Provide multimedia media preview service for customers when requested.

4.5.19. Ensure procured audiovisual equipment is immediately added to the applicable equipment list i.e. ITEC or CA/CRL.

4.5.20. RESERVED.

4.5.21. Provide assistance and consultation services to the presenter, lecturer, instructor, etc.

4.5.22. Operate and control the lighting and sound systems.

4.5.23. Setup and operation of imaging projection systems to support briefings, meetings, training, VIP visits, and other special events.

4.5.24. Provide loop back procedures

4.5.25. RESERVED.

4.5.26. Provide unclassified and secret Video Telecommunications Conference (VTC) services for the DCC. Must provide a primary and alternate facilitator, in the event of the primary’s absence. Both must complete Defense Information Systems Network-Video Services (DVS) initial facilitator training (Non-Resident Phase) and an advanced facilitator training (Resident Phase) which will culminate in a facilitator certification. NOTE: This is government funded training.

4.5.27. Provide administrative and technical support in connection with VTC operations including the responsibility to plan, advise, schedule, coordinate, promote, and conduct VTC conferences and user training.

4.5.28. Ensure VTC equipment is setup, tested, and ready to go NLT 1-hour prior to POs arrival or start of the event whichever occurs first.

4.5.29. Troubleshoot operational problems and coordinate corrective actions monthly.

4.5.30. Collect, maintain, and compile statistical information for VTC system utilization monthly and submit to the Director, DCC

4.5.31. Perform cryptographic equipment updates and load/reload VTC monthly crypto keys.

4.5.32. Provide technical data as drawings, system capacity, and design in support of VTC annually.

4.5.33. Maintain and oversee both secure and unsecure phones for occupants of the Distinguished Visitors (DV) Suites.

4.5.34. Maintain cables, terminals, and telephone equipment for conference requirements as required by the conference PO or designated representative.

4.5.35. AV Equipment/Technical Data

Weekly

NOTE: The majority of the AV equipment listed has operational checks done at least weekly. The preventive maintenance performed on this equipment is a visual inspection to check for proper configuration and cleanliness. These checks are annotated on our Mission Critical System Status slides on the last day of the work week. Troubleshooting is only performed if there is an equipment outage or the system has degraded audio or video quality. Projector bulbs hours are checked every two weeks and bulbs are replaced at or slightly prior to the 2000 hour bulb life limit.

4.6. Events Manager/Team Lead: This service relates directly to providing daily support or on an as needed basis. Assist the PO listed on the Project Officer Agreement (POA) to meet scheduled conference requirements. Complete POA package, including parking NLT 1 week prior to the event, when possible. Will ensure work performance in accordance with applicable standards and guidelines. Additionally, act as primary or alternate in the following additional duties: 1) Communication Security (COMSEC) custodian, 2) Custodian Access/Custodial Receipt Listing (CA/CRL) equipment custodian, 3) Facility Manager, 4) Information Technology Equipment Custodian (ITEC), 5) Video Teleconferencing (VTC) Facilitator, 6) Telephone Control Officer (TCO), 7) Information Assurance Officer (IAO), 8) Records Custodian, 9) Safety Monitor, and 10) DCC Security Manager. Furthermore, events will be scheduled using EventPro software. Finally, Contract Team must have AV and IT equipment setup, tested, and ready to go NLT 1 hour prior to the POs arrival or start of the event whichever occurs first. An “Event Ready” Room = Customer room configuration completed; required equipment turned on, tested and ready for customer use; all customer requirements placed in room; lights turned on; room temperature checked. NOTE: The entire Contractor Team is required to setup room configurations.

4.6.1. Front desk support: The Contractor will support the assigned government personnel in managing and maintaining control of entry and exit from the Center; will provide receptionist services including receiving and passing messages to conferees, maintaining check-in/out logs, and providing general informational services for conferees. Must possess excellent customer service, communication, and interpersonal skills.

4.6.2. Distinguished Visitor Support: The Contractor will ensure that the Distinguished Visitor (DV) areas are kept clean and stocked with necessary supplies. It is the Contractor’s responsibility to ensure that the requirements established for a particular visitor, as shown on the schedule sheet, are prepared for and met. Develop detailed plan to include all data/requirements needed to execute a DV event. Include contingency arrangements when planning DV events. Secure “long lead” items and actions as soon as possible.

4.6.3. Protocol Support: The Contractor will ensure that at least one member of its staff is knowledgeable of military protocol procedures and requirements. This employee will work with the advance party for all visiting dignitaries to ensure appropriate arrangements have been made and reserved parking secured NLT 1 hour prior to the POs arrival or start of the event, whichever occurs first. During the event, the Contractor will be responsible to ensure that the conference facility is prepared for and meets the requirements of the DV.

4.6.4. Checklists: The Contractor will revise, update, and utilize checklists to assist in the various functions of the center to include scheduling and execution of conference requirements.

4.6.5. Staffing Schedule: The Contractor will maintain a staffing schedule to ensure that there are always sufficient personnel on hand to meet the requirements of the conference schedule. There must always be a backup capability when a contractor personnel is absent in the areas of Events Management, CSA/IT, and AV. Replacements must have a skill level commensurate with the incumbent. The Contractor and DCC management shall coordinate employee absences that exceed 72 hours. Specifically, leave absences (including administrative leave, sick leave, emergency leave), or any other absence exceeding any 72 hour period. In addition, the Contractor shall provide the Center a qualified replacement with the commensurate skill sets of the current AV Techs, IT Tech, and Events Manager. Equivalent replacements are necessary to ensure mission support and continuity. The Contractor will be the leave administrator/manager for absences of 72 hours and beyond. NOTE: The Events Manager replacement will review upcoming events and requirements with the DCC Team Lead/Events Manager at least 48-hours prior to personnel departing on leave. Additionally, the temporary Events Manager will provide a minimum four-hour overlap on the day the Event Manager returns from leave.

4.6.6. Event Scheduling: The Contractor will provide necessary support to ensure that each conference request is properly documented and scheduled. Also, events will be scheduled using EventPro software. Contractor will ensure data is entered into EventPro NLT 24 hours after confirmation. Furthermore, the Contractor will properly handle customer requests and provide appropriate response in a timely manner. The contractor will respond to all inquiries NLT 24 hours (telephonic, walk-in, etc…). The contractor will perform the following duties while interfacing with the prospective conference PO: Gather necessary information, impart Center information back to the PO regarding Audio Visual (AV) capabilities and room configuration, DV suites and attendance, reproduction support, fees (if applicable), and general Base and Center access requirements. Advanced knowledge of EventPro scheduling software is mandatory.

4.6.7. Event Planning Support: Serves as subject matter expert for coordination/execution of conferences and other events. The Events Manager must have excellent communication skills, be well organized, and be able to juggle multiple responsibilities. The Contractor will be responsible for ensuring all requirements from the conference PO are understood and scheduled. The Contractor will also be responsible for coordinating with the primary or alternate caterer. Coordinates activities necessary for successful events such as logistical support, force protection assessments, audiovisual, and communications equipment requirements. Responsible for planning, evaluating, organizing, and directing the activities of the Audio Visual Manager, Information Technology Manager, Security Manager, and Custodial Services to ensure the successful planning and execution of events. Responsible for assisting with development and planning of the agenda for DCC-hosted events. Performs long-range planning and creates a comprehensive conference schedule and calendar that is disseminated throughout the command and other Department of Defense (DoD) components. During the planning phase, interfaces with leadership of all branches of military service and the federal government to identify support requirements. During agenda development, coordinates with project officers from other DoD components. Coordinates conference and command event requirements, goals and objectives with action officers, protocol representatives, security officials, transportation personnel, and hotel and catering vendors on a daily bases. Furthermore, coordinates multinational conference requirements. Provides inputs to DCC Director during revision and/or review of policies and procedures. Must be skilled at using Hirsch Velocity Software and managing Hirsch Security System

4.6.8. Pre-Event Duties: The Events Manager work closely with the POs to determine the purpose, requirements, and scope of each event.

4.6.9. During the Event: The Events Manager supervises setup for the event and works on requirements for future events.

4.6.10. Post-Event Duties: At the conclusion of an event, the Events Manager is responsible for supervising cleanup and reset of the facility.

4.6.11. Events Management Software and Related Requirements Technical Requirements:

Tasks:

· Uses EventPro software for facility scheduling, function coordination, events management, and organizing information

· Works with Project Officers during pre-planning phase to gather requirements (length of event, number of attendees, classification of event, room setup style, audio-visual needs). Also, provides project officers with catering contact info and coordinates catering requirements with on-site caterer. Inputs data retrieved into EventPro custom fields and compiles Weekly DCC Room Setup Sheet with DV Parking and DV Suite usage

· Extracts various custom reports from software such as: DCC Weekly Events Report with Locations, Schedule of Events, and Events Scheduled Slide. A brief description of each report follow:

DCC Weekly Events Report with Locations: Weekly report produced for Conference Center Director. Format shows events scheduled, start/end dates, organization, meeting room, event rating, event priority, and number of attendees DCC Events Calendar: Weekly report produced for 6 AMW Leadership Team, Protocol Staff, and DCC Staff. Format shows events scheduled, start/end dates, organization, and number attending

DCC Events Calendar Slides: Weekly slides produced and shown at 6 CS staff meeting. Format shows events scheduled, start/end dates, organization, and number of attendees

Tasks:

· Issues access code generated through Velocity Software to project officers for access to executive meeting rooms

· Operates Hirsch’s scramble pad to provide/gain access to meeting rooms requiring strict monitoring

· Uses Velocity Software to restrict unauthorized personnel from entering facility and/or classified meeting environment

· Uses Hirsch’s scramble pad as remote system control for access control and security operations

Tasks:

Must be proficient in Microsoft applications since most internal processes and procedures rely on the software for managing key areas:

· Uses Microsoft Outlook to email scheduling paperwork and event timeline paperwork to project officers—key component for setting, communicating, and maintaining timelines and priorities on every event

· Uses Microsoft Outlook to maintain Event Scheduling Org Box--send/receive e-mail from project officers

· Uses Microsoft Outlook to maintain calendar—schedules meeting, site visits, and tours with events’ organizers

· Uses Microsoft PowerPoint to create Weekly DCC Room Setup Sheet with DV Parking and DV Suite usage. Product is used to: 1) manage staff responsibilities during coordination of event activities; and 2) brief staff during daily How Goes It and Weekly Staff Meeting

· Uses Microsoft Access to input customer feedback surveys needed to ensure excellent customer service and quality delivery by staff

· Uses entire Microsoft Office Suite to ensure staff is adequately prepared for event and for communicating, maintaining and developing customer relationships

4.7. Client Support Administrator and Information Technology Service (CSA/IT): This service relates directly to the Operations and Maintenance (O&M) of the Local Area Network (LAN), Commercial Internet Provider (CIP), laptops, workstations and their associated network components (i.e., hardware, software, and firmware). Client support administrator is responsible for researching, managing, and troubleshooting all computer systems, printers, scanners, and software, and information technology equipment assigned to the DCC. Must be proficient at using Hirsch Velocity Software, Adobe Pro, Microsoft Office Suite, and Adobe Photoshop. Performs Functional System Administrator (FSA) duties for DCC Systems and Software (e.g. Event Scheduling Software). Delivers high-quality work performance in accordance with applicable standards and guidelines. Must have advanced knowledge of core hardware and operating system technologies including installation, configuration, diagnosing, preventive maintenance, and networking. Additionally, act as primary or alternate in the following additional duties: 1) Communication Security (COMSEC) custodian, 2) Custodian Access/Custodial Receipt Listing (CA/CRL) equipment custodian, 3) Information Technology Equipment Custodian (ITEC), 4) Video Teleconferencing (VTC) Facilitator, 5) Telephone Control Officer (TCO), 6) Information Assurance Officer (IAO), 7) Records Custodian, and 8) Safety Monitor. Furthermore, Contractor personnel must operate and maintain IT and AV equipment in DCC at fully functional level (100%). Contract Team must have IT and AV equipment setup, tested, and ready to go NLT 1 hour prior to the POs arrival or start of the event whichever occurs first. An “Event Ready” Room = Customer room configuration completed; required equipment turned on, tested and ready for customer use; all customer requirements placed in room; lights turned on; room temperature checked. NOTE: The entire Contractor Team is required to setup room configurations.

4.7.1. Activities that typically fall within this service include routine network operations, repair (government funds repairs), installation, preventive maintenance, network administration, network security, and preparation of detailed plans and budgets to maintain and upgrade the cyber technology infrastructure of the DCC.

4.7.1.1. Plans and Implementation Services: The Contractor will assist in base-level planning, coordination, and project implementation in all areas pertaining to the DCC. The Contractor will work closely with 6th Communications Squadron (6 CS) to identify, document and implement future Communications and Information Technology (C&IT) requirements and maintain C&IT related infrastructure and systems in response to downward directed and upward driven requirements.

4.7.1.2. The Contractor will provide 6 CS with quality personnel to assist in the implementation of projects, usually referred to as Project Monitors. Project management starts from inception of the project until the system is accepted, commissioned, and turned over to the using activity.

4.7.1.3. Provide configuration management by participation in the planning, acquisition, management, and control of cyber resources. Provide input to strategic planning processes to promote the most cost-effective technology options for improvement of operations. Make recommendations for technology insertion and provide inputs to the Director, DCC, and 6 CS for input into the C&IT planning process.

4.7.1.4. Perform network management, validate requirements, assists in troubleshooting, and coordinate with 6 CS Client Service and Air Force Enterprise Service Desk (ESD) for assistance and commercial company for repairs to their network or equipment.

4.7.1.5. Maintain DSN telephone, secure telephone systems for occupants of designated Distinguished Visitors (DV) Suites. Must be knowledgeable of the COMSEC material controls, operating secure voice telephone systems, and the proper receipt, transfer, accountability, safeguarding and destruction of COMSEC material assigned to the DCC account.

4.7.1.6. Develop a plan and provide training to DCC staff members on a monthly basis to ensure staff is current on the basic equipment operation.