PWS_-_Cannon_and_Eglin_LMR.pdf

Performance Work Statement (PWS)

For

Land Mobile Radios (LMR)

Operations & Maintenance (O&M)

Contract

7 Sep 2017

Cannon AFB, NM and Eglin AFB, FL

TABLE OF CONTENTS

1.0 DESCRIPTION OF SERVICES PAGE

1.1 Organization Being Supported 3

1.2 Mission 3

1.3 Overview of Services Required 3

2.0 SPECIFIC TASKS

2.1. Contractor Responsibilities 3-5

3.0 SERVICE SUMMARY

3.0 Service Summary 6

4.0 GOVERNMENT-FURNISHED PROPERTY AND SERVICES

4.1. Government-Furnished Property (GFP) 7

4.2. Proprietary Data 7

4.3. Product Ownership 7

5.0 GENERAL INFORMATION

5.1 ELMR (ASTRO 25) Training Policy Guidance 7

5.2 Hours of Operation 7-8

5.3 Inherently Governmental 8

5.4 Representation of Government 8

5.5 Contractor Identification 8

5.6 Travel 9

5.7 Security 9

5.8 Access to Government Property and Facilities 9

5.9 Management 10

5.10 Enterprise-wide Contractor Manpower Reporting 10

5.11 Quality Control 10

5.12 Usage Reports 11

5.13 Deliverables 11

SECTION 6 - APPENDICES

Appendix A – Acronyms 12

Appendix B – Monthly Maintenance Report 12

1.0. DESCRIPTION OF SERVICES

1.1. GENERAL: The Contractor shall provide non-personal Land Mobile Radio (LMR) maintenance and troubleshooting support to Cannon AFB and Eglin AFB. Services include: maintenance of the master site

Zone Controller, repeater equipment, dispatch consoles, base stations connected to dispatch consoles, recorders, Universal Cryptographic Module/ Key Management Facility (UCM/KMF) terminals, and associated equipment used for Over-The-Air-Rekeying (OTAR). No subsequent requirements are being added to the work currently being performed on the LMR contract No FA2517-15-C-9001. Instead, this

PWS consists of requirements for additional bases, Cannon AFB and Eglin AFB, which are not present on contract.

1.2. ORGANIZATION BEING SUPPORTED: Headquarters (HQ) Air Force Space Command

(AFSPC) to include the Zone Controller at Peterson AFB and LMR equipment attached to the Peterson

AFB Zone Controller, located at Cannon AFB and Eglin AFB. The primary location will be Bldg 1038, Peterson AFB, Colorado Springs, CO 80914.

1.3. MISSION: The desired mission results of this requirement are to provide robust, reliable, and responsive communications and information services, enabling interoperability, collaboration, and command and control in support of expeditionary operations for these two bases.

2.0. SPECIFIC TASKS: The Contractor shall provide all necessary equipment, materials, tools, documentation manuals, diagnostic/test equipment, vehicles qualified/certified personnel, transportation, ancillary items, supervision and all other items necessary (other than those designated as Government – furnished property) necessary to perform LMR Support Services at these two locations designated in this

PWS.

2.1. CONTRACTOR RESPONSIBILITIES. The Contractor shall:

2.1.1. Implement maintenance and sustainment for the AFSPC LMR systems at Cannon AFB and Eglin

AFB to include LMR equipment and connection to the Zone Controller at Peterson AFB. The Contractor is responsible for all parts, labor, and travel associated with this PWS.

2.1.2. Integrate all Trunking Systems into the Master Site at Peterson AFB. The ELMR Zone Controller provides mission support for AFSPC bases as well as Cannon AFB and Eglin AFB.

2.1.3. Ensure availability and reliability of all LMR networks serviced by this PWS.

2.1.4. Provide on-site LMR network administration at the Zone Controller to include remote troubleshooting, software upgrade and licensing, maintenance dispatch, service restoral, and technical support.

2.1.4.1. Provide centralized enterprise monitoring at Peterson AFB Zone Controller site. The scope of this monitoring shall include remote monitoring, remote diagnostics, contacting base Point of Contact (POC) for site-specific outage verification and maintenance coordination actions, initiate trouble tickets, and monthly Over-The-Air-Rekeying (OTAR) changing or updating encryption keys on active Air Force (AF)

LMR handsets and vehicle radios for Base LMR Sites at Cannon AFB and Eglin AFB. Maintain 95% availability rate of Centralized Monitoring. Perform maintenance, dispatch service, restoral of service and monitoring/notifications for these two Base LMR Sites (Cannon AFB and Eglin AFB). Response times and severity definitions are listed in Table 2.0 and are for each base and/or Zone Controller. The

Contractor shall still be required to meet the severity response times and standards listed in Table 2.0, regardless of warranty conditions.

2.1.4.2. Unscheduled onsite maintenance shall be coordinated with the appropriate base LMR office no later than one hour prior to the event.

2.1.5. Provide Security Update Service Platinum, which includes updates and patches to operating system and anti-virus protection for all monitored LMR subsystems. Upgrades shall include manufacturer-approved pretested updates to the systems. Contractor will provide affected base LMR offices five (5) business days advance notification, when possible, of any possible disruption that may occur and describe what that disruption will be.

2.1.6. Provide Software Maintenance (SMA) which complements the life cycle maintenance of the US

AFSPC ASTRO 25 system for all monitored LMR subsystems. The SMA will entitle AFSPC to receive periodic software release updates as issued by Motorola within the proposed term.

2.1.7. For all Severity Level 1 outages, the contractor shall notify via text message and coordinate via telephone call with the affected base LMR office no later than 30 minutes after incident regardless of the time of day. For all other Severity Levels of outages, the contractor shall notify the affected base LMR office by email and text message no later than 30 business minutes (1/2 business hour) after incident. For all outages the contractor shall provide the COR and affected base LMR office by email of the cause and repair actions within 24 hours of resolution. The contractor shall provide a monthly maintenance report to the COR listing all outage response actions performed throughout the month by the 5th calendar day of the following month IAW Appendix B.

2.1.8. Troubleshoot minor and major repair as a result of troubleshooting, and maintenance support of the

Peterson AFB master site Zone Controller and repeater equipment, dispatch consoles, base stations connected to dispatch consoles, recorders, Universal Cryptographic Module/ Key Management Facility

(UCM/KMF) terminals, Over-The-Air-Rekeying (OTAR) related equipment, and all associated infrastructure (switches, routers, gateways) connected to the trunking systems located at Cannon AFB and

Eglin AFB. These responsibilities include validation of customer trouble tickets and maintenance solutions and providing maintenance -dispatch and depot-level maintenance. The Contractor will dispatch the appropriate service facility to troubleshoot and remedy outages per customer request and/or issues determined through remote monitoring. The Contractor will provide 24/7 365 days a year telephone

Technical Support within one hour of request. The Contractor will provide Infrastructure Repair down to the component level and will provide Advanced Replacement where available.

2.1.9. A Major Outage is an outage that affects 33% of a particular base's LMR network operations

(repeaters, consoles, base stations,), any Zone Controller central equipment failure that takes any base off-line, or any critical outage to emergency responder nets that prevents operations such as the loss of both primary and back-up Security Forces Squadron/Fire radio nets or Command & Control (C2) consoles.

Everything else is considered a minor repair.

2.1.10. Coordinate with each base LMR office to include interfacing directly with system users on work schedules and access issues, provide guidance and recommendations to users, and coordinate efforts preceding each phase of the project.

Table 2.0 LMR Maintenance Response Times and Severity Levels

Technical Support Response Times

SEVERITY RESPONSE

Severity 1 Within 4 Hours from receipt of Notification 24/7, 365 days a year, Severity 2 Within 8 Hours from receipt of Notification, Standard Business Day 8:00 – 5:00 (0800-1700)

Severity 3 Within next Business Day, Standard Business Day 8:00 – 5:00 (0800 – 1700)

Severity Definitions

SEVERITY PROBLEM TYPES

Severity 1 Major System failure to include any base disconnectivity from Zone Controller, including any of the following:

1) 33% of system down (to include zone control and individual bases)

2) 33% of site channels down (to include zone control and individual bases)

3) 33% of a particular base's LMR network operations down (repeaters, consoles, base stations)

4) Site Environment alarms (smoke, access, temp., AC power)

5) Any critical outage to emergency responder nets that prevents operations -- such as the loss of both primary and back-up SFS/Fire radio nets or Command & Control (C2) consoles

This level is meant to represent a major issue that results in an unusable system, sub-system, Product, or critical features from the Customer’s perspective. No Work-around or immediate solution is available.

Severity 2 Significant System Impairment not to exceed 33% of system down

System problems presently being monitored.

This level is meant to represent a moderate issue that limits a Customer's normal use of the system, sub-system, product, or major non-critical features from a customer’s perspective.

Severity 3 Intermittent system issues

Information questions

Upgrades/preventive maintenance

This level is meant to represent a minor issue that does not preclude use of the system, sub-system, product, or critical features from a customer's perspective. It may also represent a cosmetic issue, including documentation errors, general usage questions, recommendations for product enhancements or modifications, and scheduled events such as preventive maintenance or product/system upgrades.

3.0 SERVICE SUMMARY

3.1. Overview:

3.1.1. Description. The Service Summary (SS) is a listing of significant performance objectives with associated performance thresholds (specific standards) derived from the PWS, and establishes the baseline for the Government’s surveillance program. The Government may unilaterally change items in the SS based on the Government’s oversight of Contractor’s performance. The Contractor must satisfactorily perform all PWS requirements, even if not listed in the SS. All thresholds must be met on a monthly

(calendar month) basis unless stated otherwise.

3.2. Performance Objectives, PWS Paragraphs, and Thresholds:

Performance Objective PWS

Paragraph(s)

Performance Threshold

(SS-1) Ensure availability and reliability to all ELMR networks serviced by this PWS.

2.1.3 95 percent availability and 95 percent reliability to

AFSPC LMR network.

(SS-2) Troubleshoot minor and major repairs as a result of troubleshooting, and maintenance support of the Peterson AFB master site Zone Controller and repeater equipment, dispatch consoles, base stations connected to dispatch consoles.

2.1.8, 2.1.9 The Contractor shall meet outages response time criteria directed by Table 2.0, 100% of the time for

Severity 1 outages, and 95% of time for Severity 2 or Severity 3 outages. The other 5% outage response delays shall be resolved no later than the next business day.

(SS-3) Provide Centralized Monitoring

2.1.4.1 Maintain 95% availability rate.

(SS-4) Provide Software Maintenance upgrades and updates for all monitored

LMR subsystems

2.1.6 Contractor will ensure 95% of all software actions

are completed on time. All overdue software actions will be completed within one (1) business day of original due date.

4.0. GOVERNMENT-FURNISHED PROPERTY (GFP) AND SERVICES:

4.1. GFP

4.1.1. The Government will provide access to resources upon request, e.g. cable conveyances, interfaces.

4.1.2. The Government will obtain and provide all zoning approval, necessary permits, and Civil

Engineering approvals at all sites and locations.

4.2. PROPRIETARY DATA. The Contractor shall:

4.2.1. Request COR and CO approval prior to the use of any proprietary data or software tools to fulfill the requirements of this contract.

4.2.2. Return all data pertaining to this contract to the Government upon contract expiration. The

Contractor shall not retain unclassified material generated or received under this contract after the contract ends without approval of the appropriate office of primary responsibility.

4.2.3. Conform to all Operational Security (OPSEC) requirements when handling and discussing proprietary information.

4.3. PRODUCT OWNERSHIP:

4.3.1. All products produced by the Contractor in the performance of this PWS are property of the

Government.

4.3.2. The Government has unlimited rights to all deliverables developed under this PWS. The Contractor shall not use any materials pertaining to this contract for business development or any other vendor strategic purposes. However, the contractor is authorized to include summary performance information in proposals to be submitted to the Government to satisfy past performance information requirements.

5.0. GENERAL INFORMATION

5.1. LMR (ASTRO 25) TRAINING POLICY GUIDANCE

5.1.1. Contractor personnel working on-site shall be qualified in ASTRO 25 technology, Project 25 technology, Advanced Encryption Standard encryption knowledge, dispatch console systems operations, Project 25 subscriber radios, System Fleet-mapping and applicable database operations, with a minimum of two years of experience.

5.1.2. Complete all Government-provided local training IAW local policy (e.g. safety, security, Information Assurance, etc.).

5.2. HOURS OF OPERATION.

5.2.1. Normal Operating Hours/Business Hours. On-site contractor support shall be available during normal operating hours, Monday through Friday, 8:00am through 5:00pm (“8/5”) mountain time, excluding all legal Federal Holidays observed by the Federal Government. The Contractor may be required to respond and work outside of normal operating hours for emergencies IAW Table 2.0.

5.2.2. Recognized Federal Holidays. Unless otherwise stated, the Contractor is not required to maintain normal duty hours on Federal Holidays, but must be available for emergencies during Federal Holidays

IAW contract requirements. The following is a list of observed Federal Holidays:

Holiday Date Holiday Date

New Year’s Day 1 January Labor Day 1st Monday in September

Martin Luther King’s Birthday 3rd Monday in January Columbus Day 2nd Monday in October

President’s Day 3rd Monday in February Veteran’s Day 11 November

Memorial Day Last Monday in May Thanksgiving Day 4th Thursday in November

Independence Day 4 July Christmas Day 25 December

5.2.3. Provide continuous after-hours emergency response support for any Severity Level-1 outages as defined in Table 2.0. Contractor shall respond within 4 hours from receipt of notification.

5.2.4. Contractor employees will contact his/her supervisor for direction concerning late reporting or early release due to inclement weather. Government officials are not authorized to grant “administrative leave” or expend government resources to compensate Contractor personnel to attend government-sanctioned morale building activities (e.g., picnics, golf outings, holiday parties, sports day events, fitness time).

Military down days are not considered Government holidays.

5.3. INHERENTLY GOVERNMENTAL: Contractor shall ensure personnel do not perform any

Inherently Governmental activities in accordance with (IAW) Federal Acquisition Regulation (FAR) 7.503.

5.4. REPRESENTATION OF GOVERNMENT: Contractors shall not attempt to represent the

Government of the United States or HQ AFSPC to any other person or entity, U.S. or foreign, except for delivering a Government-approved message or position.

5.5. CONTRACTOR IDENTIFICATION

5.5.1. Contractors shall wear company identification badges so as to easily distinguish themselves from government employees (e.g. corporate identification badges, Government-issued identification that reflects

Contractor status, etc.) These badges must be conspicuously displayed at all times when working with government personnel. Identification badges must be displayed above the waist at all times to allow for easy identification as a Contractor employee or authorized subcontractor performing work for the

Contractor. Badges shall be worn at all times when Contractor employees are co-located on a Government installation or when working with Government personnel. Subcontractor employees’ identification badges shall identify their respective prime Contractor.

5.5.2. Contractors shall, when conversing with Government personnel during business meetings, over the telephone or via electronic mail, identify themselves as Contractor personnel. Electronic mail signature blocks and business cards shall identify Contractor/company affiliation.

5.5.3. When co-located in space in a Government facility, such as offices, separate rooms, or cubicles, work area must be clearly identified with Contractor-supplied signs, nameplates or other identification, showing that these are work areas for Contractor or Subcontractor personnel.

5.6. TRAVEL: The Contractor shall perform PWS requirements at the locations specified in this PWS.

All travel costs, if necessary, shall have been included in the FFP portion of the Contractor’s proposal. The

Government shall not separately pay for Contractor travel expenses.

5.7. SECURITY:

5.7.1. The System Manager will possess a SECRET United States Government Security Clearance. All other Contractor employees will require escorted access in accordance with Section 5.8. Information requiring classification in the interest of national security shall be consistent with security classification guides.

5.7.2. Industrial Security. The Contractor shall comply with DoD 5220.22-M, “National Industrial

Security Program Operating Manual” (NISPOM) and DOD 5200.2-R. The appropriate background investigation for IT-II with Secret clearance is a National Agency Check with Local Agency Check and

Credit Check (NACLC). The Contractor shall forward their employee clearance information to: HQ

AFSPC A2/3/6: Attention SSO/Security Management Branch, Peterson AFB 80914.

5.7.3. Physical Security. The Contractor shall comply with base Operations Plans and Instructions for

Force Protection Condition procedures, Random Antiterrorism Measures, and local search and identification requirements. The Contractor shall adhere to security policies and safeguard all Government property provided for Contractor use. At the end of each work period, the Contractor shall secure all

Government facilities, equipment, and materials.

5.7.4. Commander’s Authority. The Government may direct the Contractor in writing to remove any employee from the installation when retention of such employee endangers life, property or security, or where such employee violates laws or regulations. This action does not relieve the Contractor from total performance of the contract tasks specified herein.

5.7.5. The provisions outlined above apply to the prime Contractor and any subcontractors the prime

Contractor may employ during the course of this contract. No Contractor personnel performing sensitive duties shall be allowed to commence work on this effort until his or her trustworthiness has been favorably adjudicated. Every Contractor employee shall obtain and possess a DoD Common Access Card (CAC) and an Access ID Badge as required. Contractor shall use the card in accordance with 5352.242-9001. Upon favorable review and initiation of the Personnel Security Investigation to establish the suitability of an employee for the job and the approval for temporary Automated Information System (AIS) access pending final adjudication of the PSI, the Contractor shall submit to a Contractor’s onsite System Manager Request for the DoD CAC and ID Badge.

5.8. ACCESS TO GOVERNMENT PROPERTY AND FACILITIES. The Contractor shall:

5.8.1. Be allowed unescorted access to sites consistent with contract requirements upon completing required building security requirements. Any other escorted and/or non-escorted access to DoD facilities will require local security access requests per the facility’s security policy. Contractor personnel may also enter facilities where escorted access is mandatory. If so, Contractor personnel shall be notified before entering the facility.

5.8.2. Ensure employees who terminate their services shall return without delay any government identification/access badges issued in support of this contract.

5.8.3. Comply with directives pertaining to operation of privately-owned vehicles on Air Force

Installations per policies established by the installation commanders.

5.9. MANAGEMENT:

5.9.1. The Contractor shall appoint a Program Manager within five (5) days of contract award who shall coordinate with the COR(s) to obtain and clarify contract requirements and who will be responsible for the daily control and supervision of Contractor's employees. The Program Manager shall ensure the

Contractor's employees understand the prohibitions imposed on the US Government regarding personal services contracts and will report instances where the Government attempts to control or supervise

Contractors' employees to COR or CO immediately. The Program Manager shall have the authority to resolve problems, allocate resources, manage personnel, and monitor operation performance to ensure contract requirements are met.

5.9.2. The Contractor shall provide the name, telephone number (to include mobile telephone and pager, as applicable) and e-mail address of the Program Manager to the COR(s) and CO in writing within eight (8) business days of contract award.

5.9.3. Replacement of the Program Manager: In the event of the replacement of the Program Manager, the

Contractor shall notify the COR and CO, in writing, of such replacement. Information identified in paragraph 5.9.2 shall be provided to the COR and CO at least 15 calendar days prior to a planned replacement and within 24 hours following an unplanned replacement.

5.10. ENTERPRISE-WIDE CONTRACTOR MANPOWER REPORTING: The Contractor shall report all Contractor labor hours (including Subcontractor labor hours) required for performance of services provided under this contract for the LMR via a secure data collection site. The Contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/.

Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with

2018. Contractors may direct questions to the CMRA help desk at: http://www.ecmra.mil.

5.11. QUALITY CONTROL: The Contractor shall develop and implement a Quality Control Plan (QCP) within 30 business days after contract award, and shall make the plan available to the Government upon request within a reasonable amount of time. The Contractor shall identify system and outside plant deficiencies and/or discrepancies throughout the life of the project. The Contractor shall submit a weekly report (soft copy) to the COR indicating progress/status and listing any deficiencies/discrepancies found and actions taken to correct them.

http://www.ecmra.mil/ http://www.ecmra.mil/ http://www.ecmra.mil/ http://www.ecmra.mil/ http://www.ecmra.mil/

5.12. USAGE REPORTS: The Contractor shall provide quarterly radio usage report to the COR documenting the activity status of all subscription radios assigned to the network, per the applicable assigned base. All quarterly reports shall be submitted to the COR by the 15th calendar day following each fiscal quarter (January – March, April – June, July – September, October – December).

5.13. DELIVERABLES

Title

PWS

Paragraph

Remarks Frequency # of

Copies Format Distribution

Quarterly Usage

Report 5.12

A quarterly report (soft copy) shall be submitted indicating radio usage.

Quarterly 1 copy Electronic COR

Monthly Maintenance

Report

Appendix

B

Provide a monthly maintenance report of all outage response actions performed for each month

Monthly copies Electronic

COR, Base

LMR offices

QCP (deficiency/ discrepancy tracking) 5.11

A monthly report (soft copy) shall be submitted indicating progress/status and listing any deficiencies/discrepancies found and actions to correct them.

Monthly 1 copy Electronic COR

6.0 APPENDICES

APPENDIX A – ACRONYMS

AFB Air Force Base

AFSPC Air Force Space Command AIS Automated Information System

CAC Common Access Card COR Contracting Officer Representative DoD Department of Defense DSN Defense Switched Network E/APL Evaluated/Approved Products List

ELA Enterprise License Agreement ELMR Enterprise Land Mobile Radio FOIA Freedom of Information Act GFP Government-Furnished Property

HQ AFSPC Headquarters Air Force Space Command i-TRM Infrastructure Technical Reference Model

IAW In Accordance With ID Badge Identification Badge IT Information Technology

JFTR Joint Federal Travel Regulations KMF Key Management Facility

LMR Land Mobile Radio NACLC National Agency Check with Local Agency Check and Credit Check

NISPOM National Industrial Security Program Operating Manual NLT No Later Than

O&M Operations & Maintenance

OPSEC Operational Security

OTAR Over-The-Air-Rekeying PA Privacy Act

PMI Preventive Maintenance Inspection POC Point of Contact PSI Personnel Security Investigation

PWS Performance Work Statement TDY Temporary Duty UCM Universal Cryptographic Module

APPENDIX B – MONTHLY MAINTENANCE REPORT

Outage Date/Ti me

Outage Severity (1/2/3)

Location (base, master)

Description of

Problem/Outage Date Closed/Corrective

Action Taken

Total Downti me (# Hours)

Current Status

(Open/Clos ed)

Case/Track ing #