Attch 1 - PWSv2(15May19).docx

Performance Work Statement (PWS)

FOR

HEADQUARTERS AIR FORCE SPACE COMMAND (HQ AFSPC)

COLORADO SPRINGS REGIONAL COMMAND POST (CSRCP), Peterson AFB, CO 460 SW COMMAND POST, Buckley AFB, CO 45 SW COMMAND POST, Patrick AFB, FL 30 SW COMMAND POST, Vandenberg AFB, CA 61 ABG COMMAND POST, Los Angeles, CA

COMMAND POST ADVANCED CONSOLE SYSTEM (ACS) SUSTAINMENT

15 May 2019

1.0. DESCRIPTION OF SERVICES. This is a non-personal services contract to provide sustainment of the Advanced Console System (ACS) requirements, Services and Maintenance. The ACS Service support ensures uninterrupted corrective action to recover/restore any catastrophic outages associated with ACSs. The ACS Maintenance support consists of remote systems monitoring, systems diagnostics, scheduling system downtime, and dispatching a technician, when required under the Air Force Space Command (AFSPC) umbrella, defined as Command Post (CP) and Alternate locations, defined as Alternate Command Post (ACP). For support of this PWS the term For Official Use Only (FOUO) may apply in certain portions or the entirety.

1.0.1. NON-PERSONAL SERVICES. The Government will neither supervise Contractor personnel nor control the method by which the Contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual Contractor personnel. It shall be the responsibility of the Contractor to manage its personnel and to guard against any actions that are of the nature of personal services, or give the perception of personal services. The Contractor shall notify the 21 SW Contract Officer (CO) immediately if any task requires action by the Contractor personnel that constitutes, or are perceived to constitute personal services. These services shall not be used to perform work of a policy/decision making or management nature, i.e. inherently governmental functions. All decisions relative to each locations ACS system sustainment program supported by the Contractor shall be the sole responsibility of the Government.

1.0.3. PLACE OF PERFORMANCE. The Contractor personnel shall perform primarily from the Contractor’s facility with occasional trips (estimated one (1) trip to each place of performance primary and alternate location per year), as needed for maintenance, to HQ AFSPC locations, CSRCP & alternates (Peterson AFB, CO), 460 SW/CP - ACP (Buckley AFB, CO), 45 SW/CP - ACP (Patrick AFB, FL), 30 SW/CP - ACP (Vandenberg AFB, CA), and lastly 61 ABG/CP – ACP (Los Angeles, CA). Please see (section 1.2.) as described in PWS. Each installation CP will provide contractor with their alternate location and escort.

1.0.4. CORE HOURS. As used in this PWS, core hours are defined as Monday through Friday, from 0800 to 1700, excluding holidays. The Government reserves the right to change the core hours at any time.

1.0.5. FEDERAL HOLIDAYS. The Contractor shall not have staff present at the government installation facilities on federal holidays with the exception of emergencies. The federal holidays observed are as follows: New Year’s Day, Martin Luther King’s Birthday, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day and Christmas Day. The Contractor should check with each location listed in paragraph 1.1 for any deviations or additions to these holiday restrictions.

1.0.6. PERSONNEL QUALIFICATIONS. The Contractor shall provide personnel certified to perform maintenance and service tasks on the major components of the equipment/systems integrated into the ACS.

1.1. ORGANIZATIONS BEING SUPPORTED.

Peterson AFB CO 80914 # (719) 556 – 4555

Buckley AFB CO 80011 # (720) 847 – 5613

Patrick AFB FL 32925 # (321) 494 – 7001

Vandenberg AFB CA 93437 # (805) 606 – 9961

El Segundo CA 90245 # (310) 653 – 3070

1.2. REQUIREMENTS. The Contractor shall provide maintenance support to ensure the console operator’s ability to answer and initiate multiple calls, provide conference capability, and act as a backup for other local consoles’ operational capability.

1.2.1.2. Major Failures: (Priority 2 Incident) A Major Failure is described as loss of supervision, conference capability, or ability to initiate, or loss of any call. If not under emergency conditions, Contractor shall respond remotely within two (2) hours, if notified of the problem during core hours, and attempt to restore service, provided access is granted by the Government. If remote access is unavailable or unsuccessful in providing resolution, the Contractor shall respond on site within four (4) hours after the determination that a dispatch is required. The Government at its sole discretion may defer such service to the following day. If the failure cannot be corrected after such dispatch, a repair plan of action will be uploaded to the Customer Service Portal within 24 hours of on-site response. Major failures include loss or proper functionality of the console system and telephonic support functions that impact or restrict 25% of the console operational abilities.

1.2.1.3. Minor Failures: (Priority 3 Incident) A Minor Failure is described as any normal/abnormal hardware or software fault that degrades services to less than designed performance; but which does not constitute a Major Failure. If not under emergency conditions, Contractor shall respond remotely within two (2) hours, if notified of the problem during core hours, and attempt to restore service, provided access is granted by the Government. If remote access is unavailable or unsuccessful in providing resolution, the Contractor shall respond on site within twenty-four (24) hours after the determination that a dispatch is required. The Government at its sole discretion may defer such service to the following day. If the failure cannot be corrected after such dispatch, a repair plan of action will be uploaded to the Customer Service Portal within 24 hours of on-site response.

1.2.2. ACS MAINTENANCE. The ACS Maintenance support consists of remote systems monitoring, systems diagnostics, scheduling system downtime, and dispatching a technician, when required, at all HQ AFSPC Primary and Alternate locations. The Contractor shall provide maintenance support for ACS equipment currently installed at all HQ AFSPC Primary and Alternate locations.

1.2.3. CONSULTING SERVICES. The Contractor shall provide consulting services that will serve to augment break-fix services with a customized training program as detailed in PWS. The consultant shall provide services by phone Monday through Friday during core hours when necessary.

1.2.4. CONTRACTOR MANPOWER REPORTING REQUIREMENT. The Contractor shall report all Contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Department of the Air Force via a secure data collection site. The Contractor shall completely fill in all required data fields at the data collection site. Use the following web address to get to the Department of the Air Force data collection site: www.ecmra.mil. Use Management code EP1SF6KC.

1.2.4.1. 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, the Contractor shall report all data no later than October 31 of each calendar year. Contractors may direct questions to the Contractor Manpower Reporting Application (ECMRA) help desk.

1.2.4.2. Uses and Safeguarding of Information. Information from the secure web site is considered to be proprietary in nature when the contract number and Contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the Contractor name and contract number associated with the data.

1.2.5. ADMINISTRATIVE REQUIREMENTS.

1.2.5.1. Management of Records. All records, files, documents, and work papers provided by the Government or generated in support of this requirement are Government property and shall be marked, maintained, and disposed of per AFMAN 33-363, Management of Records.

1.2.5.2. Monthly Status Report. Contractor shall provide a monthly status report, in Contractor’s format, to the Contracting Officer Representative (COR) no later than fifteen (15) days after the last day of a month breaking out the services provided in meeting PWS paragraphs 1.2.1-1.2.3. The report shall include for each service request from a Government User/Representative the date the request received, the type/priority given to the request, when the service request was resolved or completed, and a brief description of how it was resolved (e.g. remote explanation to user, remote technical correction, dispatched technician which repaired equipment, etc.). If any repair required a repair plan of action to be developed, attach the plan to the monthly status report for each case. The report shall also include for each location the date of when a technician was dispatched to accomplish periodic and/or preventative maintenance.

2.0. GOVERNMENT FURNISHED RESOURCES AND SERVICES

2.1. INSTALLATION SUPPORT. The Government will provide escorted access to the installations and restricted areas as necessary for the fulfillment of the work described in this PWS.

2.3. COVERED EQUIPMENT. Below is a list of the government-owned ACS equipment currently installed and in use at each location, Primary and Alternate, which is required to be serviced and maintained IAW this PWS.

CSRCP (Primary) / CSRCP (Alternate)

(Mfg. Warranty 2014 – 2017) ELO 15B2 15” Intellitouch Pkg – Win 7 Qty. 9 (Mfg. Warranty 2014 – 2017)

APC Smart-UPS RT 5000VA RM 208V-208/120V Qty. 1 (Batt. packs not covered) APC SMART UPS RT 3000VA RM 120V Qty. 1 (Batt. packs not covered)

460 SW/CP (Primary) / 460 SW/ACP (Alternate)

(Batt. not covered) APC Smart-UPS 1500VA LCD 120V Qty. 5 (Batt. not covered)

45 SW/CP (Primary) / 45 SW/ACP (Alternate)

(Mfg. Warranty 2015 – 2018) ELO 15B2 15” Intellitouch Pkg. – Win7 Qty. 7 (Mfg. Warranty 2015 – 2018)

(Batt. not covered) APC SMART UPS RT 3000VA RM 120V Qty. 1 (Batt. not covered)

30 SW/CP (Primary) / 30 SW/ACP (Alternate)

(Mfg. Warranty 2016 – 2018) ELO 15B2 15” Intellitouch Pkg – Win 7 Qty. 5 (Mfg. Warranty 2016 – 2018)

(Batt. not covered)

New Alternate Command Post – All items below

(Mfg. Warranty 2016 – 2018) ELO 15B2 15” Intellitouch Pkg – Win 7 Qty. 1 (Mfg. Warranty 2016 – 2018)

(Batt. not covered) APC Smart-UPS 1500VA LCD 120V Qty. 1 (Batt. not covered)

61 ABG/CP (Primary) / 61 ABG/ACP (Alternate)

(Software Maintenance Premier Includes Part’s replacement) Dell Sys. Mgr. Server for OSX w Win-2003 Qty. 1 (Mfg. warranty 2012 – 2015) ELO 1520 15” Intellitouch Pkg – Win-7 Qty. 3 (Mfg. warranty 2012 – 2015)

(Mf. Warranty 2012 – 2015)

3.0. GENERAL INFORMATION.

3.1. INSTALLATION ACCESS. The Contractor shall be allowed escorted access to all locations consistent with task requirements. The Contractor may be required to fulfill the requirements of this PWS via travel, e.g. PMI visits. The Contractor shall coordinate pre-approval for installation access with each location prior to commencement of travel. The Contractor shall provide the purpose of the needed access and number of participants.

3.2. ON-BASE DISASTER RESPONSIVENESS REQUIREMENTS. The Contractor shall adhere to all directives of the military installation regarding natural and man-made disasters in performance of on-base contract requirements. The Contractor may use media announcements until such time as each customer contacts the Contractor with formal direction. The Contractor shall provide each customer with the name and telephone number of the designated Contractor Representative(s) to allow for timely notification. The Contractor shall provide this information to the COR within thirty (30) days after contract award and updated as required by the Contractor.

3.3. SERVICES DURING CRISIS. The performance of these services by the contractor may not be considered to be mission essential during times of crisis. Should a crisis be declared, the Contracting Officer or their representative will verbally advise the Contractor if service is required or if temporary suspension of these activities is necessary, followed by a written notification. A representative of the contracting officer will further notify the Contractor verbally when the crisis has ended with written notification to follow. Any price changes resulting from this crisis will be negotiated in accordance with FAR clauses for “Changes”.

3.4. FORCE PROTECTION CONDITION (FPCON) RELOCATION AND TELEWORK. The Contractor shall not provide for telework without direction from the 21 SW CO, outside of responding remotely to fix actions. In the event of a FPCON Relocation, the Contractor shall relocate temporarily to a location designated by the affected service location and continue working on a short-term basis. In the event conditions exceed one week in duration, the contract may be temporarily suspended via written direction from the 21 SW CO.

3.5. CONTRACTOR IDENTIFICATION. Contractor personnel shall wear a provided Visitor’s Security Badge at all times while in government facilities so as to distinguish themselves from government personnel. Contractor personnel may attend meetings, answer phones, and work in other situations where their status is not obvious to third parties; therefore, the Contractor personnel shall always identify themselves as Contractor support to avoid potential misrepresentation as government personnel or to avoid situations arising where sensitive topics might be better discussed solely amongst government personnel. Electronic mail signature blocks shall identify their company affiliation. Where practicable, Contractor personnel occupying collocated space with their Government program customer shall identify their work space with their name and company affiliation.

3.6. SECURITY REQUIREMENTS. The Contractor shall comply with all security regulations and directives identified herein and other security requirements as shown elsewhere in this contract.

3.6.1. INFORMATION SECURITY. The Contractor shall handle and safeguard Controlled Unclassified Information in accordance with DoD Manual 5200.1-M, Volume 4 entitled, DoD Information Security Program: Controlled Unclassified Information (CUI).

3.6.2. PHYSICAL SECURITY/RESOURCE PROTECTION AND INTEGRATED DEFENSE. The Contractor shall safeguard all government property in accordance with AFI 31-101, Integrated Defense, and any forms provided for Contractor use. The Contractor shall immediately report all thefts, vandalism, or destruction of property and equipment (government- or Contractor-owned) to the COR of this contract.

3.7. ACCESS TO GOVERNMENT FACILITIES. The Contractor shall be allowed escorted access to all locations consistent with task requirements.

3.8. PRODUCT OWNERSHIP. All products produced by the Contractor in the performance of this requirement are the property of the Government.

3.9. PROPRIETARY DATA.

3.9.1. The Contractor shall request Government approval prior to the use of any proprietary data or software tools to fulfill the requirements of this contract.

3.9.2. The Government will provide the Contractor access to information required to accomplish assigned tasks commensurate with security clearance and on a need-to-know basis.

3.9.3. The Contractor shall return all data pertaining to this contract to the Government upon contract expiration. The Contractor shall not retain classified or unclassified material generated or received under this contract after the contract ends without approval of the appropriate office of primary responsibility.

3.9.4. The Government has unlimited rights to all deliverables developed under this PWS. The Contractor shall not use any materials pertaining to this Task Order 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.

3.10. CONTRACTING OFFICER REPRESENTATIVE (COR). The COR will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

4.0. SERVICES SUMMARY.

PEFORMANCE

OBJECTIVE

(SS-1) Service Support: Catastrophic Event – Response Time to Repair Priority 1 Incident (P1) – An Incident which (i) severely impacts the operation of the Covered Products or its functions or applications in a production environment; and/or (ii) causes continuous interruption of use of the Covered Products, and the Company does not have an available workaround

And

No more than one (1) discrepancy within a quarterly period Monitored by COR

(SS-2) Service Support: Major Event – Response Time to Repair Priority 2 Incident (P2) – An Incident which causes (i) substantial restricted use of the Covered Products, the availability of its applications, (ii) a material or substantial degradation in the quality of a Covered Product application performance, such as background noise, transmission faults, or call processing is altered in such a way as to materially and substantially degrade service quality or handling of business data; (iii) complete failure of a single component, module, or router element of the Covered Products; and/or (iv) intermittent disruption of use of the Covered Products, and the Company does not have an available workaround 1.2.1.2

Respond within two (2) hours of notification or service call initiation, whichever is earlier.

And

No more than two (2) discrepancies within a 30-day reporting period.

Monitored by COR

(SS-3) Service Support: Minor Event – Response Time to Repair Priority 3 Incident (P3) – An Incident which (i) causes minimal restriction of use of the Covered Products, its functions or applications; and/or (ii) has a minimal business impact to you.

And

No more than two (2) discrepancies within a 30-day reporting period.

Monitored by COR

And

100% operational back up for other local consoles, excluding scheduled maintenance downtime.

Monitored by COR

And

No more than one (1) set of corrections or edits and all corrections must be accomplished within two (2) working days.

Monitored by COR

4.1. PERFORMANCE EVALUATION. The Government will evaluate the Contractor’s performance by appointing a COR who will monitor performance and ensure services are received. This information is used to validate invoices from the Contractor.

4.2. PERFORMANCE OBJECTIVES. Monitoring is based on the SS’s Performance Objectives in the table above. The Government may evaluate each SS as frequently as it deems necessary. Although satisfactory performance of all the requirements of the PWS are expected, the Performance Objectives are considered critical areas of interest, and are specifically used to measure the health of the contract.

4.3. NON-CONFORMANCE. If any of the services do not conform to contract requirements, the Government may require the Contractor to re-perform the services in conformity with contract requirements, at no additional cost to the Government. When the defects in services cannot be corrected by re-performance, the Government may require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and/or be monetarily penalized.

END OF PWS