Attch_2_TO_1_PWS_for_DMS-MES_Support.docx

CRB 15-0005, FA2517-15-R-9022

Performance Work Statement (PWS) for Task Order 1 Disaster Management Simulation and Media Emulation Software (DMS-MES) Support Modeling and Simulation (M&S) 8 December 2015

1.0 ORGANIZATION BEING SUPPORTED: HQ NORAD-USNORTHCOM/J7

250 Vandenberg St, Suite B016 Peterson AFB, CO 80914-3813

1.1. MISSION: N-NC/J7 Training and Exercise Directorate plans and executes joint training, exercises and individual instruction programs to ensure HQ NORAD- USNORTHCOM (N-NC) is prepared to accomplish its mission in synchronization with its Service Components, the National Guard Bureau (NGB), and our civilian partners, to deter, prevent and defeat threats and aggression within its area of responsibility.

2.0 SPECIFIC REQUIREMENTS.

2.1. TASK 1 Infrastructure Management: Disaster Management Simulation and Media Emulation Software (DMS-MES) Modeling and Simulation (M&S) software licensing and maintenance; user registration, credentialing, and training; annual certification and accreditation for DOD networks; and hardware configuration and maintenance, to include primary software applications and integration with related components.

2.1.1. The contractor shall manage and virtually pool and maintain DOD-owned hardware, DOD-leased and DOD-owned software licenses, and additional hardware and software resources necessary to establish and sustain sufficient capacity to provide disaster management and media emulation support for all exercises planned and executed under Tasks 2, 3, and 4.

2.1.1.1. Contractor shall conduct software modifications as required to maintain the current certification of M&S applications to operate on standalone and DOD networks and to ensure that such modifications are compliant with the Defense Information Assurance Risk Management Framework (DIARMF) process, to include any compatibility testing during exercise site surveys to ensure the software will run properly on the designated network for that exercise.

2.1.2. The contractor shall allocate pooled hardware, software, and DOD network-enabled disaster management and media emulation resources to meet the Government-provided schedule of exercises and training events requiring such planning and execution support.

2.1.3. The contractor shall coordinate and deliver user registration, credentialing, and training to meet the requirements for each supported exercise.

2.1.4. The contractor shall maintain annual certification and 3-year recertification and accreditation for the software to operate on DOD systems.

2.1.5. Estimated Workload:

3-year recertification

2.2. TASK 2 Exercise M&S Support (DOD): Disaster Management Simulation and Media Emulation Exercise Planning and Execution Support for DOD organizations including US Army North (ARNORTH), US Army Pacific (USARPAC), National Guard Bureau (NGB), and US Northern Command (USNORTHCOM)

2.2.1. Disaster Management Simulation and Media Emulation Support (DMS-MES) for ARNORTH and USARPAC Exercises. The contractor shall provide DMS-MES related planning and execution support for ARNORTH exercise VIBRANT RESPONSE (VR), STAFFEXs, and related CBRN exercise events; for Joint Task Force Civil Support (JTF-CS, a subordinate of ARNORTH) exercise SUDDEN RESPONSE (typically, SUDDEN RESPONSE runs 4½ days of 24-hour operations from Start of Exercise (STARTEX) to End of Exercise (ENDEX), with two (2) normal workdays prior to that for control cell setup and test/rehearsal); and exercises KERIS STRIKE and EXERCISE 2 for USARPAC.

2.2.1.1. Modeling and Simulation Support. The contractor shall provide exercise simulation support, planning simulation support, simulation management, scenario development, simulation of ARNORTH, JTF-CS, and USARPAC Mission Command Systems, and database management. This supports ARNORTH, JTF-CS, USARPAC, Homeland Security, and related DCSA/CBRN and HA/DR training, Exercise Evaluations (EXEVALs), Command Post Exercises (CPXs), STAFFEXs, and USNORTHCOM sponsored Joint confirmation exercises. These include, but are not limited to, CRE Joint Confirmatory Exercise (VIBRANT RESPONSE), ARNORTH-related DMS-MES for national/regional/state exercises to include ARDENT SENTRY, VITAL ARCHER, VIGILANT SHIELD, and VIGILANT GUARD, JTF-CS exercise SUDDEN RESPONSE, and USARPAC exercises KERIS STRIKE and EXERCISE 2. The support will provide input to Higher Headquarters Control (HICON), exercise design, and Information Technology (IT) support.

2.2.1.2. Exercise Simulation Support. The contractor shall design exercises and provide M&S exercise support. The training audience supported by the ARNORTH Joint Force Land Component Commander (JFLCC) G7 shall be the JFLCC Operational Command Post (OCP) and Joint Task Force (JTF) staffs, brigade and battalion commanders and their staffs, Liaison Officers (LNOs), and applicable Defense Coordinating Officer/Element (DCO/DCE) elements. The ARNORTH (JFLCC) G7 will employ the simulation and vignette drivers to provide the dedicated training support to units. For SUDDEN RESPONSE, the supported training audience will be JTF-CS. For KERIS STRIKE and EXERCISE 2, the supported training audience will be USARPAC.

2.2.1.2.1. The contractor shall conduct and manage the multi-functional, embedded M&S exercises in support of ARNORTH G3/5/7, JTF-CS, USARPAC, and USNORTHCOM requirements.

2.2.1.2.2. Simulation Controller Training. The contractor shall conduct training to provide the simulation workstation controllers the ability to use the training devices as required to support the unit’s training objectives.

2.2.1.2.3. Exercise Tasks. The contractor shall provide controller support and coaching during the conduct of training and exercise events. The Government will monitor the entire exercise operation to ensure Government-specified exercise simulation requirements are met. The contractor shall notify the Contracting Officer Representative (COR)/assigned Government representative immediately regarding issues that may jeopardize achievement of the simulation requirements.

2.2.1.2.4. Realism. The contractor shall, through the use of open source data, support the creation and use of actionable intelligence to add realism to a supported exercise by allowing the training audience to access actual data that is relevant to the event being experienced. The contractor shall use information provided by ARNORTH, JTF-CS, or USARPAC staff, respectively, to build and test databases for exercise scenarios and training events. The contractor shall plan for and manage player interactions with supporting simulations at training and exercise events.

2.2.1.2.5. Guide and Controller for Mini-Exercise. The contractor shall troubleshoot the system during the conduct of the mini-exercises by reinforcing controller training as the need requires and alerting the technical team to problems encountered with the system hardware/software.

2.2.1.2.6. Logistics Support. The contractor shall integrate the constructive simulation and live logistical applications to achieve an exercise operational display that provides participants a seamless, realistic presentation of available forces.

2.2.1.3. Simulation Management. The contractor shall support all aspects of DMS-MES management during exercise execution to include installation, setup, test, operation, logistics and administrative support functions, maintenance, data storage, security (to include physical, network, personnel and data security), supplies, and physical appearance.

2.2.1.3.1. The contractor shall integrate DMS-MES and other supporting simulations, analytical tools, and related C2 systems and components necessary to establish and maintain the synthetic learning or training environment. This will include, but is not limited to, Virtual and Gaming Simulations, Army Battle Command System (ABCS), and any standard interface components.

As part of the simulation management, the contractor shall assist with After-Action Review (AAR) preparation. The contractor shall select all pertinent data, graphics, screen images, and situation maps used during the exercise and assist in the arrangement of the information for presentation in the review process. The AAR functionality must be capable of recording and generating real-time playback events to the AAR collection plan.

2.2.1.3.2. Facilities Setup. The contractor shall set up simulation workstations to support an exercise, seminar, or working group. The contractor shall move, set up, and arrange the simulation workstations in a manner to support the requirements of the exercise. The contractor shall ensure all necessary supplies, support equipment, and training materials are present for use as required.

2.2.1.3.3. Software Compatibility. The contractor shall identify software changes needed to meet Government requirements.

2.2.1.4. Scenario Development. The contractor shall develop new (or modify existing) scenarios, simulation databases, relevant Command, Control, Communications, Computers, and Intelligence (C4I) system interface databases, and supporting documentation to meet exercise training objectives. Contractor shall assist in developing and modifying logistics-based scenarios.

2.2.1.4.1. The contractor shall create geospatial visualizations derived from a variety of georeferenced source data to increase the fidelity of the scenario. The rapid production of detailed urban environments with building and road network infrastructure and effects of man-made or natural disasters (rubble buildings) will support the following Government provided systems: Virtual Reality Scene Generator – Multiple Unified Simulation (VRSG-MUSE), Virtual Battlespace 2 (VBS2), and Joint Conflict and Tactical Simulation (JCATS).

2.2.1.5. Database Management. The contractor shall create, maintain, and integrate the requisite databases (e.g., organization, equipment, supply, location, and unit boundaries) necessary to support each simulation training event or exercise event. The contractor shall maintain databases for exercise Master Scenario Events Lists (MSELs), terrain imagery and maps, and other C4I databases required to support the exercise scenario.

2.2.1.6. Network and Systems Architecture Support. The contractor shall integrate the simulation with the tactical network architecture needed to support an exercise or training event. The contractor shall integrate the internal simulation network with commercial networks. Post accreditation, the contractor shall ensure simulation systems integrate with Government tactical systems and exercise-control Joint Tactical Experimentation Network (JTEN). The contractor shall conduct network planning for exercise support and manage exercise networks. The contractor shall identify system hardware and software requirements, and configure systems to perform optimally during supported exercises to enable distributive disaster management-supported training. The contractor shall provide continuous commercial internet service to ARNORTH, located at Building 44, 1400 East Grayson Street, San Antonio, TX 78234. The service capability shall be, at a minimum, 50 mbps Download and 5 mbps Upload.

2.2.1.7. Stimulate Mission Command Systems. The contractor shall simulate Army Battle Command Systems (ABCS) and Mission Command (MC) systems specific to the USNORTHCOM Area of Responsibility (AOR).

2.2.1.8. Planning Simulation Support. The contractor shall provide a realistic simulation environment in support of CRE/DSCA planning sessions.

2.2.1.9. Estimated Workload: (ARNORTH, JTF-CS, and USARPAC)

2.2.2. Disaster Management Simulation and Media Emulation (DMS-MES) Support for VIGILANT GUARD Exercises. The contractor shall provide DMS-MES-related planning and execution support for USNORTHCOM and National Guard Bureau co-sponsored regional exercise VIGILANT GUARD (VG).

2.2.2.1. The contractor shall integrate DMS-MES with other supporting simulations, analytical tools and related C2 systems and components necessary to establish and maintain the synthetic learning or training environment. This includes, but is not limited to, Virtual and Gaming Simulations, Army Battle Command System (ABCS), and any standard interface components.

As part of the simulation management, the contractor shall assist with After-Action Review (AAR) preparation. The contractor shall select all pertinent data, graphics, screen images, and situation maps used during the exercise and assist in the arrangement of the information for presentation in the review process. The AAR functionality must be capable of recording and generating real-time playback events to the AAR collection plan.

2.2.2.1.2. Facilities Setup. The contractor shall set up simulation workstations to support an exercise, seminar, or working group. The contractor shall move, set up, and arrange the simulation workstations in a manner to support the requirements of the exercise. The contractor shall ensure all necessary supplies, support equipment, and training materials are present for use as required.

2.2.2.1.3. Software Compatibility. The contractor shall identify software changes needed to meet Government requirements.

2.2.2.1.4. The contractor shall provide up to eleven (11) DMS-MES clients and any related interface components during a supported VIGILANT GUARD (VG) exercise.

2.2.2.2. The contractor shall develop and implement disaster management simulation and media emulation and Exercise Control (EXCON) planning and execution support for four (4) VG training exercises. The contractor shall engage and communicate with the VG planning team leads to ensure integration of all relevant M&S elements in preparation for each VG exercise.

2.2.2.2.1. Scenario Development. The contractor shall develop new (or modify existing) scenarios, simulation databases, relevant Command, Control, Communications, Computers, and Intelligence (C4I) system interface databases, and supporting documentation to meet exercise training objectives. Contractor shall assist in developing and modifying logistics-based scenarios.

2.2.2.3. The contractor shall set up simulation workstations to support each exercise, to include movement, setup, and arrangement of the simulation workstations in a manner to support the requirements of the exercise. The contractor shall ensure all necessary supplies, support equipment, and training materials are present for use as required.

2.2.2.4. The contractor shall provide controller support, mentoring, and coaching during VG execution, and shall assist with AAR preparation, to include selecting all pertinent data, graphics, screen images, and situation maps during the exercise and assisting in the arrangement of the information for presentation in the review process.

2.2.2.5. The contractor shall develop new (or modify existing) scenarios, simulation databases, relevant Command and Control databases, and supporting documentation to meet VG exercise training objectives.

2.2.2.6. The contractor shall provide a DMS-MES component network/internet Master Scenario Events List (MSEL) tool that coordinates the decentralized planning, creation, and execution of a training scenario by providing email-based event injects to the training audience.

2.2.2.7. The contractor shall attend all MSEL development meetings and conferences to ensure proper integration of M&S requirements.

2.2.2.8. The contractor shall create, maintain, and integrate the requisite databases (e.g., organization, equipment, supply, location, and unit boundaries) necessary to support each exercise event. The contractor shall maintain databases for exercise MSELs, terrain imagery and maps, and other Command and Control databases as required to support the exercise scenario.

2.2.2.9. Network and Systems Architecture Support. The contractor shall integrate the simulation with the tactical network architecture needed to support an exercise or training event. Contractor shall integrate the simulation network with other relevant networks. The contractor shall conduct network planning for exercise support and manage exercise networks. The contractor shall identify system hardware and software requirements, and configure systems to perform optimally during supported exercises.

2.2.2.10. Estimated Workload: VIGILANT GUARD (VG)

2.2.3. Disaster Management Simulation and Media Emulation Support (DMS-MES) for (non-VG) National Guard Exercises. The contractor shall provide DMS-MES-related planning and execution support for non-VIGILANT GUARD National Guard (NG) Chemical, Biological, Radiological, and Nuclear (CBRN) exercises and related training events.

2.2.3.1. This paragraph covers requirements for DMS-MES and Exercise Control (EXCON) support for non-VG National Guard exercises to train State elements of the Chemical, Biological, Radiological, Nuclear (CBRN) Response Enterprise (CRE), to include simulation support of Homeland Response Force (HRF) External Evaluations (ExEvals) as part of the CBRN Response Enterprise, and Special Focus Events (SFEs) in support of National Special Security Events (NSSEs) and state level exercises.

2.2.3.2. The contractor will integrate DMS-MES with other supporting simulations, analytical tools and related C2 systems and components necessary to establish and maintain the synthetic learning or training environment. This will include, but not be limited to, Virtual and Gaming Simulations, Army Battle Command System (ABCS), and any necessary interface components.

2.2.3.3. As part of the simulation management, the contractor shall assist with After-Action Review (AAR) preparation. The contractor shall select all pertinent data, graphics, screen images, and situation maps used during the exercise and assist in the arrangement of the information for presentation in the review process. The AAR functionality shall be capable of recording and generating real-time playback events to the AAR collection plan.

2.2.3.4. Facilities Setup. The contractor shall set up simulation workstations to support an exercise, seminar, or working group. The contractor shall move, set up, and arrange the simulation workstations in a manner to support the requirements of the exercise. The contractor shall ensure all necessary supplies, support equipment, and training materials are present for use as required.

2.2.3.5. Software Compatibility. The contractor shall identify software changes needed to meet government requirements.

2.2.3.6. The contractor shall provide up to eleven (11) DMS-MES clients during a supported National Guard exercise.

2.2.3.7. The contractor shall provide realistic training scenarios and notional battlefield effects visible in the simulation, and assist the Joint Forces Headquarters (JFHQ)-State with DMS-MES-related execution rehearsals and execution events and AARs with Joint Force Information Management System (JTIMS) technical support for each so the M&S construct supports HRF and CBRN Enhanced Response Force Package (CERFP) training objectives. The contractor shall integrate Field Training Exercise (FTX) actions, scenarios and incorporate the first-responder exercise controllers into the M&S scenario and track all activities (whether live or virtual) using DMS-MES.

2.2.3.8. The contractor shall coordinate with the Joint Interagency Training and Education Center (JITEC) and exercise planners to ensure the appropriate training objectives are supported in the exercise modeling and simulation plan and in the exercise Joint Event Life Cycle (JELC).

2.2.3.9. The contractor shall utilize the pooled M&S resources, manned by workstation operators (pucksters) and Incident Commander/Area Commander (IC/AC) role players, to provide multi-echelon training simulation for National Guard and other agencies/units participating in each exercise, as required.

2.2.3.10. The contractor shall provide database preparation and maintenance, shall provide all aspects of simulation management to include install, setup, testing, operation, logistics, and administrative support functions, and shall support security activities to include physical, network, personnel, and data.

2.2.3.11. Scenario Development. The contractor shall develop new (or modify existing) scenarios, simulation databases, relevant Command, Control, Communications, Computers, and Intelligence (C4I) system interface databases, and supporting documentation to meet exercise training objectives. The contractor shall assist in developing and modifying logistics-based scenarios.

2.2.3.12. The contractor shall attend and provide M&S and EXCON coordination at all Master Scenario Event List (MSEL) collaboration meetings and conferences, and assist in exercise MSEL inject developments.

2.2.3.13. The contractor shall provide a DMS-MES component network/internet Master Scenario Events List (MSEL) tool that coordinates the decentralized planning, creation, and execution of a training scenario by providing email-based event injects to the training audience.

2.2.3.14. The contractor shall create, maintain, and integrate the requisite databases (e.g., organization, equipment, supply, location, and unit boundaries) necessary to support each exercise event, and maintain databases for exercise MSELs, terrain imagery and maps, and other command and control databases as required to support the exercise scenario.

2.2.3.15. The contractor shall conduct training to provide simulation workstation controllers (pucksters) the ability to use the training devices as required to support exercise training objectives.

2.2.3.16. The contractor shall provide input to, and assist with, AAR preparation, to include, selecting all pertinent data, graphics, screen images, and situation maps used during the exercise, and assisting in the arrangement of the information for presentation in the review process. The Contractor shall maintain exercise roll-up reports and AARs in central data storage bank. The contractor shall finalize/complete AARs no later than (NLT) 20 days after exercise/events.

2.2.3.17. Network and Systems Architecture Support. The contractor shall provide network and systems architecture support to integrate the simulation with the tactical network architecture to support an exercise or training event. The contractor shall integrate the simulation network with other relevant networks. The contractor shall conduct network planning for exercise support and manage exercise networks. The contractor shall identify system hardware and software requirements, and configure systems to perform optimally during supported exercises.

2.2.3.18. Estimated Workload: (NG non-VG)

2.3. TASK 4: Media Emulation Support

2.3.1. Where media emulation is applied in Tasks 2 and 3 above, this Task describes how the contractor shall support the respective exercise.

2.3.2. For each unique exercise supported by media emulation, the contractor shall establish an Exercise Social Media Web Portal, a password-protected website with the ability for exercise controllers to upload and stream videos, print stories, photographs, blogs, and other posts on pages that look and function like mainstream and social media sites. The contractor shall develop and set up the portal; customize the pages for each exercise; and manage user accounts with various permission levels for each exercise. The contractor shall provide remote, year-round technical and user support. The contractor shall provide support during exercises, to include serving as mock media, role players in the simulation cell (simcell) and/or social media role players.

2.3.3. The contractor shall support the hosted Web portal in designing the portal, managing accounts, and providing exercise support as detailed below.

2.3.4. The contractor shall host a Web portal replicating the look and functionality of mainstream media sites, social media sites, social mapping sites and, Government and other agency home pages.

2.3.5. The contractor shall provide a training/user guide for each user level (site manager, controller, and user) prior to the start of each exercise, and shall provide user assistance per paragraph 2.4.21.

2.3.6. The contractor shall customize pages before and during each exercise as described by the exercise sponsor (organization that sponsor/plan exercises) or COR during the planning phase. The exercise sponsor will provide organizational crests for contractor use in branding organization pages. The contractor shall work in coordination with exercise sponsor on minor modifications based on user feedback to troubleshoot errors, fix bugs, and ensure user interface reliability.

2.3.7. The contractor shall provide, as necessary to meet Task or TO requirements for the Web portal, exercise support in the areas of exercise design, exercise inject creation (may include traditional and social media injects and other multimedia injects), exercise facilitation, evaluation, and after action reporting.

2.3.8. The contractor shall conduct user and administrator trial runs with the exercise sponsor to demonstrate compatibility with existing media web portals prior to each exercise. The contractor shall grant exercise sponsor site managers and CORs authorization to create accounts, reset passwords, unlock accounts, and edit/manage content on the site URLs assigned to the sponsor’s exercise(s).

2.3.9. The contractor shall create and maintain an encrypted database of up to 1,200 simultaneous discrete individual and unit accounts per license and their passwords for units and individuals who have been validated by the exercise sponsor. The contractor shall create accounts, reset passwords, unlock accounts, and provide similar support to ensure uninterrupted access by validated exercise controllers and participants. The 1,200 simultaneous discrete individuals and unit account totals shall allow for activation and deactivation of accounts to allow tailoring of the user database for a given exercise while retaining the opportunity to reactivate previously-used accounts in later exercises. Some accounts shall be standing accounts and others shall be created as single-use for one exercise. Account privileges and permissions shall be adjustable to accommodate different participant roles, including but not limited to administrator, exercise controller, observer-trainer, training Public Affairs Officer (PAO), and general user. The exercise sponsor will describe the access and permission levels for each role. Administrators shall have Portal access and remote technical support beginning not later than 45 days prior to each exercise in order to prepare for the exercise, manage content, and ensure functionality.

2.3.10. The contractor shall provide 24-hour/7-day (24/7) on-call technical and user general support during exercises that run 24/7, and during normal work hours for non-exercise execution periods. Support includes, but is not limited to, setting up and maintaining overall functionality of the Portal; creating accounts, resetting passwords, and suspending accounts; repairing broken links; and creating or updating pages, and assisting with uploading content. During non-exercise periods, the contractor shall respond to technical and user support requests not later than the next business day until a resolution is achieved. Beginning two (2) weeks prior to an exercise and lasting until the end of an exercise, the contractor shall provide and begin resolving issues not later than two (2) hours after notification until a resolution is achieved.

2.3.11. The contractor shall allow access for exercise sponsors with Administrator accounts to manage content and provide technical oversight beginning not later than 45 days prior to each exercise.

2.3.12. The contractor shall provide a named URL within the media emulation software for each exercise. The exercise sponsor will provide a desired URL 30 days prior to the date of first required activation, and the contractor shall establish the URL, or one closely meeting the Government’s request, not later than 3 days prior to required activation.

2.3.13. The contractor shall provide weekly full backups and daily incremental backups to ensure continuity of data.

2.3.14. Following each exercise, the contractor shall return all uploaded content to the exercise sponsor in a format accessible to the sponsor’s Exercise Controllers not later than 30 days after the exercise ends. The contractor shall not retain user account information or sponsor-produced content later than 30 days after the end of an exercise unless authorized in writing by the exercise sponsor. The portal shall remain active and accessible to sponsor’s Administrators until the exercise sponsor validates that the returned content is complete and is accessible and retrievable.

2.3.15. The contractor shall maintain Web pages replicating mainstream and social media sites to support media training and public information training for local, state, or federal entities. The contractor shall provide samples of this work upon Government request.

2.3.16. Summary/Checklist of Functional Capabilities:

Password-protected, accessible via Internet

Ability to upload/view text, photos, and video on social media page only

Ability to upload/view text, photos, and video on Agency home page

Links/information can be cross-posted from agency page to social media platforms

Appropriate crests/logos/branding on pages

2.4. TASK 5: Monthly Status Report/Program Management Review:

The contractor shall keep the Contracting Officer and Contracting Officer Representative (COR) informed of all activities via verbal communication and status reports. The reports shall include the status of resources, resolution of previously reported problems, summary of the preceding month’s accomplishments, new problems encountered (if any), plans for the following month, and the planned deliverables for the next month. The contractor will inform the COR of any changes in deliverable schedules for the original task plan. The contractor shall update the COR with the travel and cost schedules for the effort quarterly.

The contractor shall prepare a presentation and provide to Government 24 hours prior to scheduled Monthly Status Report or Program Management Review, and shall provide meeting minutes to Contracting Officer and Contracting Officer Representative within five (5) business days. The contractor format is acceptable. The Government will provide comments, if any, within three (3) business days following receipt.

2.4.1. Estimated Workload:

3.0 SERVICE DELIVERY SUMMARY:

2.2.

2.3.

2.4.

- Scheduled Regular Work - The contractor provides accurate technical and analytical advice, guidance and products within the specified schedule identified in individual task orders. The contractor receives no more than one (1) customer complaint/ Performance Assessment Report (PAR) per inspection.

- The contractor successfully resolves any customer complaint/PAR within ten (10) calendar days of receipt (or less) as specified in each Task.

2.4.21.

5.7.

- In response to Changes - The contractor provides accurate technical and analytical advice, guidance and products within the specified schedule identified in individual task orders. The contractor receives no more than one (1) customer complaint/Performance Assessment Report (PAR) per inspection.

- The contractor successfully resolves any customer complaint/PAR within ten (10) calendar days of receipt (or less) as specified in each Task.

- The contractor establishes and maintains portal access and functionality to the prescribed number of user accounts for each scheduled exercise, with no greater than 5% of users experiencing a denial of access lasting greater than 5% of the scheduled training time.

- The contractor successfully restores any in-execution portal outage within no greater than 5% of the scheduled live execution period (actual training time between STARTEX and ENDEX). Beginning two(2) weeks prior to an exercise and lasting until the end of an exercise, contractor begins resolving issues not later than two (2) hours after notification and continues until resolved, with no delay in STARTEX nor interruption in training that exceeds 5% of the scheduled training period.

- Videos stream smoothly from the server to exercise locations via commercial internet connections, with no more than ten (10) seconds of buffering at the primary N/NC site and no more than 20 seconds of buffering across all sites.

- Uploaded videos are simultaneously accessible by all logged-in users during each exercise, and limited only by factors not controlled by the Contractor (an unexpected incident).

- Prior to each exercise, contractor demonstrates portal functionality according to the prescribed list at PWS para 2.4,29. and all discrepancies are resolved such that any loss of functionality results in cancellation of fewer than 5% of the scheduled Training Objectives, with no delay in STARTEX nor interruption in training that exceeds 5% of the scheduled training period.

4.0. GENERAL INFORMATION.

4.1. MANAGEMENT

The contractor shall appoint a Project Manager who shall coordinate with the COR to obtain and clarify contract requirements and who will be responsible for the daily control and supervision of contractor's employees. The Project Manager shall ensure the contractor's employees understand the prohibitions imposed on the U.S. Government regarding personal services contracts and will report instances where the Government attempts to control or supervise contractors' employees to the COR or Contracting Officer immediately. The contractor shall designate the PM and Alternate in writing and provide the information to the CO and COR within five (5) days of contract award and within three (3) days of changes thereafter. The contractor shall ensure its personnel identify themselves as contractors IAW contractual requirements as well as applicable N-NC directives and instructions. All employees should be recognizable as a contractor employee at all times by wearing, on the front of the outer clothing, a contractor badge bearing the employee’s name. All employees shall identify themselves as a contractor in meetings, over the phone, and in e-mail traffic.

5.0. QUALITY CONTROL PROGRAM. The contractor shall develop and maintain a quality control program to ensure contracted services are performed IAW this PWS. The contractor shall develop/implement procedures to identify and ensure non-recurrence of defective services.