F41999-20-R-0006 Triple Play Services.pdf

NONAPPROPRIATED FUND SOLICITATION, OFFER, AND AWARD NEGOTIATED RFP

1. CONTRACT NUMBER 2. SOLICITATION NUMBER 3. DATE RFP ISSUED 4. PURCHASE REQUEST NUMBER

5. ISSUED BY (No collect calls) 6. ADMINISTERED BY (IF OTHER THAN BLOCK 5)

7. SOLICITATION

Sealed offers in original and copy(ies) for furnishing the supplies or services described in the Schedule will be received at the place specified in block 5, OR IF HAND-CARRIED, at until

(Time, Zone and Date)

8. CAUTION - LATE Submissions, Modifications and Withdrawals: See Section L. All offers are subject to all terms and conditions contained in this Solicitation.

9. FOR INFORMATION CALL (Name and Telephone No.) (No collect calls)

(The following checked sections are contained in the file contract)

(X) SEC

A

B

C

D

E

F

G

H

PART I - THE SCHEDULE PAGE(S) (X) SEC PART II - CONTRACT CLAUSES PAGE(S)

I

J

K

L

M

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

PART IV - REPRESENTATIONS AND INSTRUCTIONS

OFFER (Must be fully completed by offeror, including Sections B & K)

11. In compliance with the above, the undersigned offers and agrees, if this offer is accepted within _____ calendar days (60 calendar days unless a different period is inserted by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered, at the price set opposite each item, delivered at the designated point(s), within the time specified in the schedule.

____% 10 CALENDAR DAYS ____% 20 CALENDAR DAYS ____% 30 CALENDAR DAYS ____%____ CALENDAR DAYS

13. OFFEROR'S NAME AND ADDRESS (Street, City, State or Country) 14. TYPE OR PRINT NAME AND TITLE OF PERSON AUTHORIZED TO SIGN OFFER

15. SIGNATURE OF OFFEROR 16. DATE

AREA CODE AND TELEPHONE NO.:

AWARD (TO BE COMPLETED BY NAFI)

17. ACCEPTED AS TO ITEMS NUMBERED 18. AMOUNT

19. SUBMIT INVOICES (Original and 1 copy unless otherwise specified) to address shown in Section G.

20. TYPE OR PRINT NAME OF CONTRACTING OFFICER 24, TYPE OR PRINT NAME AND TITLE OF PERSON AUTHORIZED TO SIGN

APPROVAL

21. SIGNATURE 22. DATE SIGNED

23. APPROVAL: If this contract exceeds manual approval of must be obtained prior to commencing any performance. Without such approval this contract will have neither force nor effect.

F41999-20-R-0006 08 May 2020

AFSVA/SVCS

Strategic Business Systems &

Initiatives Branch

2261 Hughes Ave, Ste 156

JBSA Lackland, TX 78236-9854

N/A 2:00 PM Central Standard Time 08 Jul 2020

Nicholas Madrid 2103957878

SOLICITATION/CONTRACT FORM

SUPPLIES OR SERVICES AND PRICES/COSTS

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

PACKAGING AND MARKING

INSPECTION AND ACCEPTANCE

DELIVERIES OR PERFORMANCE

CONTRACT ADMINISTRATION DATA

SPECIAL CONTRACT REQUIREMENTS

CONTRACT CLAUSES

LIST OF ATTACHMENTS

REPRESENTATIONS, CERTIFICATIONS AND

OTHER STATEMENTS OF OFFERORS

INSTRUCTIONS, CONDITIONS AND NOTICES TO

OFFERORS

EVALUATION FACTORS FOR AWARD

X

X

X

X

X

X

X

X

X

X

X

X

N/A

10.

12. DISCOUNT FOR PROMPT PAYMENT (See Section I)

Chief, NAF Purchasing Directorate

500,000.00$

TABLE OF CONTENTS

٭ FOR OFFICIAL USE ONLY ٭

30 April 2018 Page B-1

SECTION B

SUPPLIES, SERVICE AND PRICES

1. GENERAL

The contractor shall provide all personnel, material, equipment, and transportation to provide a comprehensive suite to telecommunications content and maintenance in accordance with the Statement of Work.

DESCRIPTION

BASE PERIOD TWO (2) YEARS

UNIT PRICE

CLIN 0001: Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support (ref. Section C – para. 4.1; 4.4; and 11 thru 14)

Per Room Per Day

CLIN 0002: International Long Distance Rates (if required). (ref. Section C – para. 4.4)

Per Minute

CLIN 0003: Basic in-room digital cable TV/satellite television. (ref. Section C – para.

4.3)

CLIN 0004: Express Check Out. (ref. Section C

– para. 4.5)

Per Property (One time Charge)

CLIN 0005: Construction/Renovation Design Consultation (Quality Assurance). (ref. Section C – para. 4.8)

Per Hour

CLIN 0006: PCI Network Configuration (as required). (ref. Section C – para. 4.6)

Per Property

CLIN 0007: Software/hardware Sustainment Subscriptions. (ref. Section C – para. 11 and 12)

Per Year

CLIN 0008: PCI Compliance Scanning (as required). (ref. Section C – para. 4.6 )

Per Year

OPTION YEAR ONE (1)

CLIN 1001: Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support (ref. Section C – para. 4.1; 4.4; and 11 thru 14)

30 April 2018 Page B-2

CLIN 1002: International Long Distance Rates

Per Minute

CLIN 1003: Basic in-room digital cable TV/satellite television. (ref. Section C – para.

4.3)

CLIN 1004: Express Check Out. (ref. Section C

Per Property

CLIN 1005: Construction/Renovation Design

C – para. 4.8)

Per Hour

CLIN 1006: PCI Network Configuration (as required). (ref. Section C – para. 4.6)

Per Property

CLIN 1007: Software/hardware Sustainment

Per Year

CLIN 1008: PCI Compliance Scanning (as required). (ref. Section C – para. 4.6 )

Per Year

OPTION YEAR TWO (2)

CLIN 2001: Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support (ref. Section C – para. 4.1; 4.4; and 11 thru 14)

CLIN 2002: International Long Distance Rates

Per Minute

CLIN 2003: Basic in-room digital cable TV/satellite television. (ref. Section C – para.

4.3)

CLIN 2004: Express Check Out. (ref. Section C

Per Property

CLIN 2005: Construction/Renovation Design

C – para. 4.8)

Per Hour

CLIN 2006: PCI Network Configuration (as required). (ref. Section C – para. 4.6)

Per Property

CLIN 2007: Software/hardware Sustainment

Per Year

CLIN 2008: PCI Compliance Scanning (as required). (ref. Section C – para. 4.6 )

Per Year

OPTION YEAR THREE (3)

30 April 2018 Page B-3

CLIN 3001: Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support (ref. Section C – para. 4.1; 4.4; and 11 thru 14)

CLIN 3002: International Long Distance Rates

Per Minute

CLIN 3003: Basic in-room digital cable TV/satellite television. (ref. Section C – para.

4.3)

CLIN 3004: Express Check Out. (ref. Section C

Per Property

CLIN 3005: Construction/Renovation Design

C – para. 4.8)

Per Hour

CLIN 3006: PCI Network Configuration (as required). (ref. Section C – para. 4.6)

Per Property

CLIN 3007: Software/hardware Sustainment

Per Year

CLIN 3008: PCI Compliance Scanning (as required). (ref. Section C – para. 4.6 )

Per Year

OPTION YEAR FOUR (4)

CLIN 4001: Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support (ref. Section C – para. 4.1; 4.4; and 11 thru 14)

CLIN 4002: International Long Distance Rates

Per Minute

CLIN 4003: Basic in-room digital cable TV/satellite television. (ref. Section C – para.

4.3)

CLIN 4004: Express Check Out. (ref. Section C

Per Property

CLIN 4005: Construction/Renovation Design

C – para. 4.8)

Per Hour

CLIN 4006: PCI Network Configuration (as required). (ref. Section C – para. 4.6)

Per Property

30 April 2018 Page B-4

CLIN 4007: Software/hardware Sustainment

Per Year

CLIN 4008: PCI Compliance Scanning (as required). (ref. Section C – para. 4.6 )

Per Year

OPTION YEAR FIVE (5)

CLIN 5001: Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support (ref. Section C – para. 4.1; 4.4; and 11 thru 14)

CLIN 5002: International Long Distance Rates

Per Minute

CLIN 5003: Basic in-room digital cable TV/satellite television. (ref. Section C – para.

4.3)

CLIN 5004: Express Check Out. (ref. Section C

Per Property

CLIN 5005: Construction/Renovation Design

C – para. 4.8)

Per Hour

CLIN 5006: PCI Network Configuration (as required). (ref. Section C – para. 4.6)

Per Property

CLIN 5007: Software/hardware Sustainment

Per Year

CLIN 5008: PCI Compliance Scanning (as required). (ref. Section C – para. 4.6 )

Per Year

OPTION YEAR SIX (6)

CLIN 6001: Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support (ref. Section C – para. 4.1; 4.4; and 11 thru 14)

CLIN 6002: International Long Distance Rates

Per Minute

CLIN 6003: Basic in-room digital cable TV/satellite television. (ref. Section C – para.

4.3)

CLIN 6004: Express Check Out. (ref. Section C

Per Property

30 April 2018 Page B-5

CLIN 6005: Construction/Renovation Design

C – para. 4.8)

Per Hour

CLIN 6006: PCI Network Configuration (as required). (ref. Section C – para. 4.6)

Per Property

CLIN 6007: Software/hardware Sustainment

Per Year

CLIN 6008: PCI Compliance Scanning (as required). (ref. Section C – para. 4.6 )

Per Year

OPTION YEAR SEVEN (7)

CLIN 7001: Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support (ref. Section C – para. 4.1; 4.4; and 11 thru 14)

CLIN 7002: International Long Distance Rates

Per Minute

CLIN 7003: Basic in-room digital cable TV/satellite television. (ref. Section C – para.

4.3)

CLIN 7004: Express Check Out. (ref. Section C

Per Property

CLIN 7005: Construction/Renovation Design

C – para. 4.8)

Per Hour

CLIN 7006: PCI Network Configuration (as required). (ref. Section C – para. 4.6)

Per Property

CLIN 7007: Software/hardware Sustainment

Per Year

CLIN 7008: PCI Compliance Scanning (as required). (ref. Section C – para. 4.6 )

Per Year

OPTION YEAR EIGHT (8)

CLIN 8001: Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support (ref. Section C – para. 4.1; 4.4; and 11 thru 14)

CLIN 8002: International Long Distance Rates

Per Minute

CLIN 8003: Basic in-room digital cable TV/satellite television. (ref. Section C – para.

4.3)

30 April 2018 Page B-6

CLIN 8004: Express Check Out. (ref. Section C

Per Property

CLIN 8005: Construction/Renovation Design

C – para. 4.8)

Per Hour

CLIN 8006: PCI Network Configuration (as required). (ref. Section C – para. 4.6)

Per Property

CLIN 8007: Software/hardware Sustainment

Per Year

CLIN 8008: PCI Compliance Scanning (as required). (ref. Section C – para. 4.6 )

Per Year

NOTES: CLINs 0001 through 0004 (including option years): All travel costs must be included. CLIN 0005 (including option years): Travel cost will be paid in accordance with the Federal Travel Regulation (FTR) https://www.gsa.gov/policy‐regulations/regulations/federal‐ travel‐regulation‐ftr.

SAMPLE CHANNEL LINE-UP

<Contractor to provide>

31 December 2019 Page C-1

SECTION C

STATEMENT OF WORK (SOW)

for

HSIA, TELEPHONE AND CABLE TV SERVICES

TELECOMMUNICATIONS AND MAINTENANCE/SUPPORT

1. INTRODUCTION

1.1. The Air Force Materiel Command, Air Force Services Center (AFSVC) is seeking the functionality to provide a consolidated, single point of contact for turn-key delivery for all telecommunications content, infrastructure maintenance, PCI compliant network configuration, as well as maintenance and support to all our U.S. Department of Defense (DoD) employees, authorized patrons and Guests as described in Paragraph 2.2 of this SOW.

1.2. The offering will include:

1.2.1. Guest and staff-facing High Speed Internet Access (HSIA).

1.2.2. Cable/Satellite Television.

1.2.3. Phone switch with local/DSN/long distance, and hospitality management features and E911/911 capability.

1.2.4 All relevant portions of the network shall meet Payment Card Industry (PCI) configuration and requirements as required by the PCI Security Standards Council.

2. BACKGROUND

2.1. AFSVC located at Joint Base San Antonio (JBSA) Lackland, TX, supports Air Force (AF) operated installations, major commands and the Air Staff to ensure successful quality of life programs. AFSVC manages Air Force Nonappropriated Fund (NAF) activities and provides centralized field support. The AFSVC’ s responsibilities include developing and disseminating procedures to implement policy; providing technical assistance and support to the field activities;

developing centralized processes and procedures; and developing new programs to support major command and installation activities.

2.2. Patrons may include active duty, reservists, retirees, Department of Defense (DoD) civilian employees, certain Veterans Administration patrons as prescribed by the DoD, Appropriated Fund (APF) civilians, Nonappropriated Fund (NAF) civilians, government Contractor employees, other government employees and family members of all of the above.

2.3. SCOPE:

2.3.1. This SOW addresses specific requirements to meet all requirements outlined in Sections 4-16 below, as well as requirements for continued annual maintenance for the equipment to provide these services the primary focus of this effort is worldwide Air Force Lodging operations. For the PCI-specific requirements in 4.6 and 4.7, to include any associated annual maintenance, other business activities in the Force Support Squadron can be included if approved by the COR and the Contracting Officer.

31 December 2019 Page C-2

3. GENERAL

3.1. DEFINITION OF: CONTRACTING OFFICER’S REPRESENTIVE (COR)

RESPONSIBILITIES.

3.1.1. The Contracting Officer will designate an individual as the Contracting Officer’s Representative.

3.1.2. The COR is responsible for monitoring the performance of work under this contract. In no event, shall any understanding, agreement, modification, change order, or other matter deviating from the terms of this contract be effective or binding upon the contracting Nonappropriated Fund Instrumentalities (NAFI) unless formalized by proper contractual documents executed by the Contracting Officer prior to the completion of the contract.

3.1.3. This designation shall remain in effect throughout the life of the contract, unless terminated sooner in writing by the Contracting Officer or by reason of reassignment.

Primary responsibilities of the COR may include, but are not limited to, the following:

3.1.3.1. The COR is responsible for performing post award administrative functions necessary to ensure performance of services required by this contract.

If the COR feels performance by the Contractor has not met the level required by the contract, the problem shall be referred to the Contracting Officer for resolution.

3.1.3.2. The COR, in conjunction with the Technical Advisor, shall maintain a list of all products required to be delivered by the Contractor as well as when the product is delivered and its acceptability status.

3.1.3.3. The COR will maintain a record of all contract deliverables and a copy of the email message or cover letter used to deliver the deliverables.

3.1.3.4. The COR will work with Contracting Officer to ensure the following responsibilities are adhered to:

3.1.3.4.1. Verify that the Contractor performs the technical requirements of the contract in accordance with the terms, conditions, and specifications therein. Specific emphasis should be placed on the quality provisions, for both adherences to the contract provisions and to the contractor's own quality control program.

3.1.3.4.2. Perform acceptance, in conjunction with the Technical Advisor, for the NAFI of services performed under this contract.

3.1.3.4.3. Communication will be the key to success of this effort.

Maintain liaison and direct communications with the Contractor, Technical Advisor and the Contracting Officer. Written communications

31 December 2019 Page C-3 with the Contractor and other documents pertaining to the contract shall be signed by the COR and a copy shall be furnished to the Contracting Officer.

3.1.3.4.4. Monitor the contractor's performance; notify the Contractor of deficiencies observed and direct appropriate action to effect correction.

Record and report to the Contracting Officer incidents of faulty or non-conforming work, delays, or problems.

3.2 COMMUNICATION.

3.1. The Contracting Officer shall be included in all communication. This includes, but is not limited to meetings, briefings, teleconferences, and email correspondence.

3.2. All issues and/or questions concerning delivery, deliverables, scope or price shall be directed to the Contracting Officer ONLY.

4. FUNCTIONAL REQUIREMENTS

4.1. AFSVC requires a single vendor solution for turn-key systems and the management and inspection of the infrastructure used for the support of those systems at base-level facilities as detailed in the SOW. This solution will be PCI compliant as applicable, and provide High Speed Internet Access (wired and wireless), hospitality management (such as voice mail, wake up calls, etc.), long distance/local telephony, interconnection to the Defense Switched Network (DSN), phone switch configuration and management, cable television service, and call accounting, The contractor will provide maintenance and support to resolve issues related to the use of these systems/services/infrastructure 24 hours a day, 365 days per year, via on-site technicians, a “live” call-in number, and web-based interface for guests and staff to monitor system usage, and log/ track trouble tickets for quick resolution. The offeror will serve as an integrator for an automated compliance reporting method, from a PCI Security Standards Council Approved Scanning Vendor (ASV), for all relevant portions of the service offering.

4.2. High Speed Internet Access (HSIA)

4.2.1. This system will allow for the delivery of HSIA (“wired” and/or “wireless”) to guests and staff outlined in Section 2.2 of this SOW. The contractor will put systems in place to allow connections to the Internet PoP via wired and wireless methods for all modern systems (e.g. mobile phones, tablets, laptops, personal computers, video game systems, etc.). Bandwidth allocated for each Lodging operation will be based on the number of rooms and devices the service is being provided for, as well as the information attached in the Current Bandwidth Utilization attachment in Section J (ref. the website URL in Section J). A migration path toward a meshed architecture for WiFi access points is required. The contractor will describe how and in what quantities bandwidth will be delivered to each lodging operation and/or base; this will be approved by the COR and the Contracting Officer before implementation. The contractor will also be responsible for ongoing performance of the HSIA service to include upgrading bandwidth as usage requires in order to keep the system performance optimal as described in this SOW. For our Lodging guests, a wireless solution for Internet access is the Air Force Lodging standard. Internet access point devices cannot be of residential grade, must allow for

31 December 2019 Page C-4 multiple SSIDs (both secured and open), must utilize the latest 802.11 standards, and must allow for 15-20 devices or more to be connected at any given time without a reduction in device/network performance through to the Internet. A managed migration to a “meshed” wireless solution that presents a single SSID property-wide and allows for better network utilization is necessary to continue the modernization of our current infrastructure and equipment. All installation materials/devices/methods will meet COR and Contracting Officer approval before the install proceeds. There may be other areas that require either “wireless” or “wired” Internet access as determined by the COR and the Contracting Officer. For instance: Each lodging property has a business center which will require “wired” Internet access for computers/printers, etc., as well as a front desk and back office area which may also require “wired” Internet access; in addition, “wireless” HSIA will be provided in coffee shops, the main lobby as well as the guest rooms; however, the coffee shop point of sale systems will require “wired” Internet access. There may also be other areas that require “wireless” and/or “wired” access; as each facility will have slightly differing requirements. With Contracting Officer concurrence, the contractor, local Manager, and the COR will work together to determine the best implementation of the services/infrastructure provided under this contract to fully meet the needs of the Air Force, to include the Wide-Area-Network schema This includes compliance with all applicable PCI Standards (e.g, Segmentation), relevant portions of the DoD Enterprise Architecture and JITC standards as required, and the standards set forth in this SOW and Section J attachments. The contractor will provide connection instructions for accessing their service in a format that can be posted in the rooms, in the business center, and at the front desk. These instructions must receive COR and Contracting Officer approval before distribution; will be distributed on both an initial and an as-needed basis as determined by the local Manager. These instructions will be provided at no cost.

4.2.1.1. The cost per room should be handled in a single pricing structure under this SOW. In the lodging rooms, AFSVC/SVOLT delivers HSIA to our guests utilizing a free-to-guest model. It is generally understood that the “guest-facing” Internet in other activities as defined in Section 2.3 of this SOW will also be delivered free-to-guest. Should the HSIA delivery need to evolve in the future, AFSVC/SVOLT may request the contractor provide enhanced bandwidth to individual guests over and above the free-to-guest HSIA service level provided.

If approved and implemented by the COR and the Contracting Officer, this bandwidth could be offered for an additional charge; this would be considered an optional service with the guest paying the associated costs required to deliver the service. Should enhanced bandwidth services be selected, the additional charge to the guest would be handled between the contractor and the guest at the time of purchase; however, the pricing for that enhanced bandwidth offering will be approved by AFSVC/SVOLT and the Contracting Officer before implementation. Additionally, AFSVC/SVOLT may choose to utilize Quality of Service (QoS) network configurations to “shape” Internet traffic to maximize bandwidth utilization. As part of utilizing QoS, a traffic analysis report will be provided the contractor to the COR, before any QoS rules are implemented. The contractor will ensure all relevant standards for processing payments are followed (e.g., PCI standards) and also put in place procedures for

31 December 2019 Page C-5 rejected/disputed charges which will require both COR and Contracting Officer approval before being implemented. Should any of these services be utilized, the contractor will ensure that sufficient bandwidth exists to offer them without impact to either the free-to-guest, or the staff-facing HSIA offerings in Lodging facilities. The contractor will provide an online method for installation-level personnel and AFSVC personnel to track bandwidth utilization by individual activity, and individual base. Overall bandwidth utilization, network and access point performance indicators for the network are required to be monitored by the contractor and managed to provide proactive and optimal performance to our guests.

4.3. Free-to-Guest Television Services

4.3.1. This system will allow for delivery of free-to-guest television to guests in facilities outlined in Paragraph 2.3.1 of this SOW. Adult content (content rated “X” as determined by the Motion Picture Association of America) is expressly prohibited. A wide selection of popular channels will be presented to AFSVC/SVOLT, the COR and the Contracting Officer for approval. Access to local channels at each base is required, as is access to the Commanders Access Channel content. The number and type of channels offered should be competitive or better than what "mid-level price point" commercial hotels offer for “free to guest” television. HD (High Definition) channels are required, unless channel content isn’t offered in HD or delivering HD content isn’t technically feasible. Existing on premise Cable TV systems will be upgraded as necessary to meet this requirement without additional cost. The COR and the Contracting Officer will be made aware of any limiting factors to providing HD content, and must approve before implementation of the system.

4.4. Phone Switch, Local/Long Distance/DSN Telephony

4.4.1. If existing, non-IP phone equipment is in use in AF Lodging, it may continue to be used but will be replaced as quickly as technically feasible. Replacement phone switch requirements are described in Section J, Attachment 2. Typically, these systems will be government purchased/contractor maintained when advantageous to the government.

The phone switch itself may be purchased from a separate company, but that company must consult with the contractor on the design/configuration of the system for technical recommendations regarding the service delivered on these systems. Dialing plans for long distance, DSN, local, room and base access must be standardized and must be approved by AFSVC/SVOLT and the Contracting Officer. Long distance rates (if any) charged to Lodging and FSS guests must be approved by the Contracting Officer with AFSVC/SVOLT concurrence before being implemented. At a minimum, local, “toll free”, and DSN calls will not be charged to the guest. The contractor will provide, on a recurring basis and at no cost to the government, dialing instructions and rate information in a format that can be posted in the room, both of which must be approved by the COR, AFSVC/SVOLT, And the Contracting Officer. Hospitality management functions of the system include, call accounting interface with the Lodging Property Management System, voicemail, directed voicemail broadcasts, wakeup calls, automatic call distribution, call data records, housekeeping status updates, reporting and management of call restriction and wakeup calls via the Front Desk, and express guest checkout. All

31 December 2019 Page C-6 phone systems must be 911/E911 compatible; E911 is preferred. Existing phone systems that do not comply with these standards must be replaced with an IP-based telephony solution as described in Section J, Attachment 2. Activities described in Paragraph 2.3.1 of this SOW may require aging phone switches to be modernized with IP-based telephony where technically feasible. The contractor will identify a way ahead for consulting on the upgrade/consolidation of all phone switches (modern and legacy); this will be submitted to the COR and the Contracting Officer for technical review. The offeror will work with the third party phone switch provider to ensure all systems are installed and configured in a manner which enables the service under this SOW to be provided, to include standardized configuration of the phone switch to meet all requirements in activities described in Paragraph 2.3.1 of this SOW. All phone systems put in place will be compatible and configured for Enhanced 911 (E911). If a given base isn’t E911 compatible, the 911 standard will be used until such time as E911 can be implemented. These standards do not preclude any relevant interface standards, such as Joint Interopability Test Command and PCI, and local standards. Air Force Lodging currently uses the Cisco CallManager system to meet these requirements at the majority of our bases. The version of the CallManager system may need to be updated from time-to-time by the offeror as part of providing normal maintenance/support services. All updates will be coordinated with the local Managers in the activities described in Paragraph 2.3.1 of this SOW and the COR before implementation.

4.5. Express Check Out

4.5.1. This system will allow for express guest checkout to be implemented for guests in Air Force Lodging. This system must integrate with the Lodging Property Management system (the Defense Lodging System or DLS), provide guest capability to review current charges and check out of DLS from the guest room. Applicable guest information must be displayed only for the room the guest is in. The folio information will be shown to the guest with all applicable options available for checkout when this option is selected. The guest will interface with the system and work through a menu-driven method to review their folio and check out of DLS, regardless of which technical implementation the contractor proposes (e.g., phone system, online system, mobile app, etc.) to meet this requirement. This functionality requires AFSVC/SVOLT, COR, and Contracting Officer approval before implementation.

4.6. PCI Configuration Standards

4.6.1. Air Force Lodging and the Force Support Squadron (FSS) business activities have been tasked by the PCI (Payment Card Industry) Security Standards Council, and our current credit card processor, to configure relevant portions of the network in a PCI compliant manner across the portfolio of card holder data operations; to include all relevant systems/networks in locations described in section 2.3.1 of this SOW. This initiative is crucial to help AF Services field commanders improve programs promoting readiness, esprit de corps, and quality of life for Air Force personnel. All activities are required to comply with PCI requirements; thus any technical solution provided by the contractor must take PCI network design requirements into account as applicable. An example of a PCI compliant network for Lodging can be found in Section J, Attachment 3j. Networks for other FSS business activities are required to meet a similar design standard, but should be site-adapted as appropriate. Functionality requires COR, and Contracting Officer approval before implementation. All activities as described in

31 December 2019 Page C-7

Section 2.3.1 of the SOW have requirements for PCI automated vulnerability reporting;

the contractor will provide relevant documentation to the COR and the Contracting Officer, as required by the AFSVC Cybersecurity team, based on the standards outlined in Section J, Attachment 3k. For all non-Lodging FSS activities, a delivery order with a site-adapted SOW, documenting the PCI compliant network and reporting, is required.

4.6.2. The contractor shall install/configure/maintain PCI compliant network equipment and configurations as required for those portions of the network used to process credit card information. Specific network configurations for PCI compliance will be approved with the COR and the Contracting Officer before implementation, and before changes to any existing networks are implemented.

4.6.3. The contractor will provide access to PCI documentation via a central repository.

Access to the solution will be required for AFSVC personnel, as well as for personnel at the installation-level activities described in section 2.3.1 of this SOW. This access will be controlled and limited by Role Based Access Control from within offeror’s technical solution.

4.7. Converged Communications

4.7.1 The activities described in Section 2.3.1 of this SOW require a migration path toward a converged communications network. Due to the large amount of equipment already in place to deliver VoIP telephony services to our Lodging guests, and the wide-spread nature of converged communications, it is appropriate to first use existing infrastructure/hardware where it makes sense, then recommend converging or replacing portions of the network in phases to begin delivering all services outlined in this SOW via a converged, industry standard, method. The Contractor recommended actions to move toward a converged network and service offering shall be accomplished in a manner that is the least disruptive to our guests and staff. This work shall be coordinated with all relevant stakeholders at each base as well as COR and the Contracting Officer.

Approval is subject to adherence to Federal Law, industry standard, local code, and the standards set forth in this SOW and its relevant attachments.

4.8 New Construction/Renovation Design-phase Consultation

4.8.1 This service will allow for design consultation during the planning phases of new construction and/or renovation of activities described in section 2.4 of this SOW. The contractor will make available qualified personnel and resources to make recommendations at design meetings to ensure the, all “Hotel COMM” wiring infrastructure as outlined in Section J are planned for in the construction phase of both new projects and renovation projects. This consultation will be in the form of site survey and construction inspection requirements, and will follow the guidelines in Section J to include all signed/stamped drawings, and detail-level SOW/ROM documentation as required. This service may require interface with government personnel, or third party personnel tasked with survey and design of new facility projects, renovation to existing facilities, or upgrades to existing equipment/infrastructure. The standards outlined in this SOW and its attachments as well as all relevant building codes (as required) will be used to develop the list of requirements. The contractor will provide a detailed summation of issues discussed during design consultation so AFSVC/SVOLT and the Contracting

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Officer can ensure these recommendations are within the guidelines set forth in this SOW and can be integrated into the design of the project.

5. TECHNICAL REQUIREMENTS

5.1. The Contractor shall provide a full solution to address all requirements in Sections 4-16 of this SOW, to include all relevant portions of Section J. The solution must fully meet all technical requirements listed below within 180 days of award, however, the existing services (voice, video, data) provided in all Lodging facilities must be available on the first day of the contract (uninterrupted transition of existing triple play services). The Contractor will be required to demonstrate all technical requirements and shall be fully operational for all other elements within 180 days of award.

5.2 Collection of Personally Identifiable Information (PII). The Contractor shall not collect or hold PII. For purposes of this SOW, normal network monitoring is not considered PII.

5.2.1. Should the contractor request or require PII to be collected or stored, the contractor will follow the government’s Cybersecurity support team’s guidance to incorporate the appropriate technical controls.

5.3. Agency Disclosure Notice (ADN). The Contractor shall comply with Department of Defense (DoD) Agency Disclosure Notice (ADN) guidance if required.

5.3.1. Should information collection be required, all collection instruments and corresponding user and end-user screens must contain an Agency Disclosure Notice (ADN) which should be prominently displayed at the beginning of the collection instrument. The Contractor shall add the most current ADN throughout the duration of the contracted services should collection be required.

5.4. Privacy Act. The Contractor shall comply with the Privacy Act of 1974 (5 U.S.C. 552a).

Penalties are applied for the misuse or unauthorized disclosure of PII. The Act (5 U.S.C. 552a) provides for civil remedies for injured parties, including actual damages, attorney fees, and litigation costs.

5.4.1. Record and/or field level access controls shall be implemented on all databases.

Security audit logging shall be implemented for all Privacy Act data accesses. Log files shall be reviewed daily system integrity.

5.4.2. All Privacy Act data shall be removed from IT systems by overwriting the media three (3) times with zeroes (0s) and ones (1s) before disposal or transfer outside of the NAFI’s domain or Third Party Service Provider.

5.4.3. All IT systems shall use at least 256-bit key encryption to transfer data outside the NAFI’s designated firewall.

5.4.4. IT systems developers will not have access to Privacy Act data unless it is required in the performance of their duties, compensating controls are in place, and the government’s Cybersecurity support team’s guidance is followed, to include any required monitoring.

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5.4.5. If information collection is required, all collection instruments and corresponding user and end-user screens must contain the Privacy Act Statement, which should be prominently displayed at the beginning of the collection instrument. The Contractor shall provide the capability to add the most current Privacy Act Statement throughout the duration of the contract.

5.4.5.1. Other marking may be required to comply with making and labeling requirements contained in policy and guidance documents such as DoD 5200.1R.

5.4.6. If determined by the government’s Cybersecurity support team, the Contractor shall undergo PII training as stipulated at iase.disa.mil and AFI 33-332.

5.5. IPv6 Compliance. The Contractor shall ensure any IT product deliverable using Internet Protocol is IPv6 compliant in accordance with OMB Memorandum M-05-22, issued August 2005, CIO Council Planning Guide/Roadmap toward IPV6 Adoption within the U.S. Government Version 2 and NIST technical standards and testing as defined by USGv6 Profile, NIST Special Publication 500-267.

5.5.1. The software must be able to operate in an IPv4 environment as well.

5.6. Please note all references to regulations, and statutes are subject to change throughout the duration of the solicitation and contract period of performance; the NAFI will make every effort to provide updated references. Contractors are encouraged to periodically validate references to regulations and statutes.

6. CYBERSECURITY REQUIREMENTS

6.1. The Contractor shall ensure all network configurations in the system, as well as any contractor-provided applications that may processes, store, and/or transmit credit card information/cardholder data are thoroughly assessed and meet Payment Card Industry Data Security Standard (PCI DSS). The system must meet all PCI DSS compliance requirements identified by the Payment Card Industry Security Standards Council.

6.1.2. If payment applications are used within the contractor-provided system, the applications must be a Payment Application Data Security Standard (PA DSS) certified application as derived from the Payment Card Industry (PCI) Data Security Standard Requirements and Security Assessment Procedures. Contractor will comply with all PCI annual requirements as required.

7. SYSTEM SUPPORT REQUIREMENTS

7.1. The Contractor shall provide a technical solution to include system support offered in various methods to include e-mail, telephone, chat, and/or on-line help screens. All methods of support must be available 24 hours per day, 7 days per week, available worldwide, and must remain current. The Contractor shall provide global toll-free support to individual members as well as support for authorized “back of house” users in CONUS and OCONUS locations. Global toll-free support shall include assistance via toll-free numbers (where allowed), various Online Support tools shall be accessible 24 hours per day, 7 days per week, worldwide. Staff calls/requests for

31 December 2019 Page C-10 support must be handled immediately and through a different “channel” than the one used for guest-facing support calls.

7.2. The Contractor shall provide toll-free global support to those areas that support toll-free calling. The Contractor shall provide within the Contractor Technical Solution Statement (CTSS) a support model meeting the minimum requirements outlined in this SOW. Definitions for Support Tiers, and Severity Tiers are also provided below and in Section J, Attachment 1, Glossary of Terms and Acronyms.

7.3. Support Tier Definitions:

7.3.1. Tier 1 Support: Individual member support including assistance with access, general knowledgebase level questions, known errors, and initial connection troubleshooting and problem resolution. Expected availability hours are 24 hours per day, 7 days per week.

7.3.2. Tier 2 Support: Advanced support including the reproduction and characterization of any errors on a currently supported version and platform. Best effort to resolve or provide a short–term work around for errors within 24 hours. Expected availability hours are 24 hours per day, 7 days per week.

7.4. Severity Definitions:

7.4.1. Severity 1: A severity one (S1) issue is a problem with the system where the customer’s system is functioning but in a severely reduced capacity. The problem is causing significant impact to portions of the customer’s business operations. The system is exposed to potential loss or interruption of service. Initial response Time: 2 hours.

Follow-up Response time: 24 hours.

7.4.2. Severity 2: A severity two (S2) issue is a medium to low impact problem that involves partial, non-critical functionality loss. The issue impairs some operations but allows the customer to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the customers operation. These are issues in which there is an easy circumvention or avoidance by the end user. Initial response time: 4 hours. Follow-up response time: 1 business day.

7.4.3. Severity 3: A severity three (S3) issue is a general usage question or issue that may be cosmetic in nature or documentation related. System works without any functional limitation. Initial response time: 4 hours. Follow-up response time: 2-3 business days.

7.5. Short periods of downtime is reasonable where locations may resort to manual processes for short durations; downtime should be the exception, however. Upon notification of issue from system users, the Contractor is expected to provide initial problem diagnosis and resolve issues within 24 hours. However, downtime diagnosed to not be connectivity issues, exceeding two business days from initial receipt of Severity 1 and 2 problem tickets is not acceptable.

7.6. System outages must be remedied within 24 hours. The Contractor shall immediately recover the system through the Continuity of Operations Plan (COOP) or Redundancy plan.

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7.7. Service Level Agreement (SLA). The Contractor shall provide a SLA which, at a minimum, addresses the System Support requirements, the Cyber Security requirements, and the following:

7.7.1. Data Breaches

7.7.1.1. Data breach procedures and notifications

7.7.2. Data Spillage

7.7.3. Continuous monitoring procedures

7.7.4. Asset Availability

7.7.5. Non-disclosure agreements to include agreements with all team members

7.7.6. Service Level Agreements between all team members

7.7.7. All applicable terms of service

7.8. Training. The Contractor shall provide on-site training to NAFI staff that will equip managers and users to train other users utilizing various training methods and tools which may include user guides, frequently asked questions (FAQs), webinars and online tutorials to successfully use the product.

7.9. The NAFI reserves the right to utilize field support and training for any and all locations, by any training methods or tools determined to be more advantageous to the NAFI. Training provided will be Train the Trainer, as well as Line Training.

7.10. Please note all references to regulations, and statues are subject to change throughout the duration of the solicitation and contract period of performance; the NAFI will make every effort to provide updated references. Required changes to deliverables due to changes in regulations/law is solely the responsibility of the contractor. Contractors are encouraged to periodically validate references to regulations and statues.

8. MANAGEMENT PLAN

8.1. The Contractor shall submit an Entry Transition Plan, Management Plan, and Exit Transition Plan contained in their proposal, which details an integrated approach that facilitates proactive management of cost, schedule, performance, and risk in accordance with business best practices.

All plans shall be coordinated and approved by the COR before any plan actions/commencement are taken by the contractor.

8.2. The Contractor shall submit a Management Plan that is detailed, complete and shall document the significant accomplishments necessary to:

8.2.1. Configure, test and deliver the solution as defined in the stated requirements and CLIN descriptions.

8.2.2. Ensure all functional requirements are thoroughly addressed and met.

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8.2.3. Ensure all technical requirements are thoroughly addressed and a timeline is provided to meet the 180 day requirement.

8.3. The proposal shall include a narrative which demonstrates how the proposed solution will be effectively, efficiently, and securely implemented.

8.4. Project Schedule. The schedule shall correlate directly with the CTSS and Section F:

Delivery and Performance of the subsequent contract.

8.5. The Contractor shall describe perceived risks associated with the project and the Contractor’s approach to identifying, mitigating, managing and tracking of project risks, and approach to measure the success of risk mitigation.

8.6. The plan should conclude with a proposed end state description and diagram (topology) that details the Contractor’s proposed end state of the system spanning from the end user to hosting location and any points of interfacing in between.

9. KICK-OFF MEETING

9.1 The NAFI will host a post-award kick off meeting on-site in San Antonio, TX. The Contractor is responsible for all travel and travel related expenses. The purpose of this meeting is to ensure a common understanding of all requirements, the project tasks, and to review the delivery schedule, and the CTSS. The contractor shall propose a detailed meeting agenda to the NAFI for approval prior to the kick-off meeting.

10. SOFTWARE RELEASES. The Contractor shall provide centralized software updates for product improvements, routine software fixes as they become available, and urgent software fixes sooner should the need arise for any given location locations. All software, upgrades, revisions, and corrections to the system must be included in the subscription fee. The NAFI shall have an opportunity to propose additional upgrades or changes. All changes or updates in future release will be tested by the Contractor and provided to the NAFI to test prior to fielding. The NAFI will use the AFSVC configuration management process to approve and coordinate all system updates and version changes.

11. SUBSCRIPTION FEE. The Contractor shall provide all subscription, maintenance, updates and Tier 2 global toll-free support fees in response to Section B, SUPPLIES OR SERVICES AND PRICES, and CLIN 0001. The Contractor shall provide Tier 2 global toll-free support via toll-free telephone communications, and websites 24 hours per day, 7 days per week. The Contractor shall provide AFSVC with Cybersecurity and EA support and products as required by various approval and certification processes that are continuous throughout the system life cycle as described in paragraph 5 through 6

11.1 The subscription fee will be based on the number of activities multiplied by the fixed rate. The NAFI will use the number of activities at the time of the task order issuance. The number of activities will be re-assessed on an annual basis by both the Contractor and the NAFI.

The NAFI will make the final determination of the number of activities based upon the input of both parties.

12. TRAINING SUPPORT. The Contractor shall provide training support for staff all locations in accordance with paragraph 2.3.1 as requested. (Reference Section B, SUPPLIES OR SERVICES AND

PRICES CLIN 0001).

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13. TIER 1 AND TIER 2 SUPPORT. The Contractor shall provide Tier 1 and 2 Support to the system in accordance with the SOW. (Reference Section B, SUPPLIES OR SERVICES AND PRICES CLIN 0001).

14. PREVENTATIVE MAINTENANCE AND REPAIR PLAN (PMRP). The contractor shall provide a PMRP schedule to address day-to-day maintenance/repair/replacement of equipment used to provide the services in this SOW. (Reference Section B, SUPPLIES OR SERVICES AND PRICES CLIN 0001)

E‐1 Triple Play Support

SECTION E

INSPECTION AND ACCEPTANCE

1. POINT OF INSPECTION AND ACCEPTANCE.

Kenneth Bowman, AFSVC/SVOL is responsible for performing inspection and acceptance of the services rendered under the terms and conditions of this contract on behalf of the NAFI.

2. FINAL INSPECTION AND ACCEPTANCE.

Final inspection and acceptance will be accomplished in accordance with Section C.

3. POINT OF CONTACT.

Mailing Address:

AFSVC/SVOL

2261 Hughes Avenue, Suite #156 JBSA Lackland, TX 78236-9854

F‐1 Triple Play Support

SECTION F

DELIVERIES OR PERFORMANCES

1. Period of Performance (24 months after receipt of award).

1.1. The NAFI requires delivery to be made according to the following schedule:

DELIVERY SCHEDULE

HSIA, TELEPHONE AND CABLE TV SERVICES TELECOMMUNICATIONS AND

MAINTENANCE/SUPPORT

CLIN Description NAFI proposed

Delivery Schedule

0001 Basic service including high speed Internet access (wired and/or wireless) telephone service and maintenance/support

Deliverables for this Line Item are IAW Section C – Statement of Work Para. 4.2

Base Period is for two (2) years.

Line Item will have eight (8), one

(1) year option Periods

180 day transition period (no break in service). Service to be provided 24 hours a day, 365 days a year during Period of Performance.

(This line item is funded on a yearly basis, along with all options under this requirement.)

0002 International Long Distance Rates (if required)

Deliverables for this Line Item are IAW Section C – Statement of Work Para. 4.4

Base Period is for two (2) years.

Line Item will have eight (8), one

(1) year option Periods

180 day transition period (no break in service). Service to be provided 24 hours a day, 365 days a year during Period of Performance.

(This line item is funded on a yearly basis, along with all options under this requirement.)

F‐2 Triple Play Support

CLIN Description NAFI proposed

Delivery Schedule

0003 Basic in-room digital cable TV service/Satellite Television service

Deliverables for this Line Item are IAW Section C – Statement of Work Para. 4.3

Base Period is for two (2) years.

Line Item will have eight (8), one

(1) year option Periods

180 day transition period (no break in service). Service to be provided 24 hours a day, 365 days a year during Period of Performance.

(This line item is funded on a yearly basis, along with all options under this requirement.)

0004 Express Check Out

Deliverables for this Line Item are IAW Section C – Statement of Work Para. 4.5

Base Period is for two (2) years.

Line Item will have eight (8), one

(1) year option Periods

180 day transition period (no break in service). Service to be provided 24 hours a day, 365 days a year during…