PWS_LMR_Maint_21AUG18.docx

PERFORMANCE WORK STATEMENT (PWS)

HANSCOM AFB LAND MOBILE RADIO (HLMR)

Maintenance and Subscriber Support of Motorola Communications Equipment

21 August 2018

Table of Contents

INTRODUCTION AND SCOPE

Introduction:

Description of Services. The Contractor shall provide Hanscom Land Mobile Radio (HLMR) infrastructure and subscriber maintenance. Services include: maintenance of the trunking equipment, dispatch consoles, consolettes connected to dispatch consoles, Universal Cryptographic Module/Key Management Facility (UCM/KMF) terminals, associated equipment used for Over-The-Air-Rekeying (OTAR), Over-The-Air-Programming (OTAP) and recording system. The goal is Continuity, Security and Productivity. Network software upgrades, network event monitoring, annual preventive maintenance on all RF equipment to include antennas, onsite support, network hardware repair, 24x7x365 technical support, dispatch service and on-site infrastructure response and infrastructure repair with advance replacement. Subscriber services to include repair service advantage. All Contractor employees shall comply with Air Force (AF) policies, directives, processes, procedures, national and local security rules, regulations, and requirements.

Supported. HLMR infrastructure, subscriber, network and recording equipment.

1.1.1.1. Primary Location. The primary location to be building 1624, Hanscom Air Force Base (AFB), Massachusetts 01731.

Mission. The desired mission results of this contract are to provide robust, reliable, and responsive communications and information services, enabling interoperability, collaboration and command and control in support of LMR operations.

Scope:

Scope. The scope of this effort will span the breadth of HLMR.

1.1.1.2. Services. The Contractor shall provide Hanscom Land Mobile Radio (HLMR) infrastructure and subscriber maintenance. Services include: maintenance of the trunking equipment, dispatch consoles, consolettes connected to dispatch consoles, Universal Cryptographic Module/Key Management Facility (UCM/KMF) terminals, associated equipment used for Over-The-Air-Rekeying (OTAR), Over-The-Air-Programming (OTAP) and recording system. The goal is Continuity, Security and Productivity. Network software upgrades, network event monitoring, annual preventive maintenance on all RF equipment to include antennas, onsite support, network hardware repair, 24x7x365 technical support, dispatch service and on-site infrastructure response and infrastructure repair with advance replacement. Subscriber services to include repair service advantage.

1.1.1.3. Equipment and Installation. The Contractor shall assume complete responsibility for the hardware, software, programming, functionality, radio coverage, removal, installation, optimization, testing, and maintenance based on the Association of Public Safety Communications Officials (APCO) P25 compliant and Motorola R56 standards.

1.1.1.4. Scope Determination. In the event a scope determination is required or a disagreement arises between Contractor and Contract Officer Representative (COR) regarding contract scope, the issue shall be referred to the CO who is the final authority for determining scope of the contract.

GENERAL REQUIREMENTS

Management:

Program Manager (PM). The Contractor shall appoint a PM and alternate after contract award. The Contractor shall provide the name, telephone number (to include mobile telephone and pager, as applicable) and e-mail address of the PM and alternate to the COR and CO within one (1) business day of contract award. In the event of replacement of the PM, the Contractor shall notify the COR and CO, in writing, of such replacement at least 15 calendar days prior to a planned replacement and within 24 hours following an unplanned replacement.

1.1.1.5. PM Responsibilities. The PM shall coordinate with the COR to obtain and clarify contract requirements, and will be responsible for the daily control and supervision of the Contractor's employees. The PM shall have the authority to resolve problems, allocate resources, manage personnel, and monitor operation performance to ensure contract requirements are met. The effort shall be under the direction and coordination of a single PM. The contract-level PM shall provide overall management of program, projects, cost/budgets, personnel, planning, quality control, direction, coordination, deliverable submissions and reviews necessary to assure effective contract performance and acts as a single point of contact for the CO/COR on these and related issues.

Supervision of Employees. The Contractor shall not allow Government employees to supervise Contractor employees or direct work outside the limits of this contract. Likewise, the Contractor shall not supervise or otherwise direct Government employees, nor shall the Contractor supervise or direct employees of other Contractors outside the Contractor’s own subcontracting/teaming arrangements. The Contractor shall ensure that all support provided to the Government is coordinated, approved, and directed by Contractor task leads and that their subordinate employees do not work directly or constructively for Government employees in an employee-like relationship that could result in personal services.

Training:

LMR Training. Contractor personnel shall be qualified in all LMR technology, to include, but not limited to 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 (2) years of experience.

Travel:

Travel. All travel costs shall be covered in the firm-fixed-price portion of the contract. The Government will not reimburse the Contractor separately for any travel on this contract.

Hours of Operation:

Normal Operating Hours/Business Hours. On-site contractor support shall be available during normal operating hours, Monday through Friday, 7:30 am through 4:30 pm eastern 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 in accordance with (IAW) section 3.3.2 of this PWS.

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

Morale Building Activities and Down Days. 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.

Building Closures and Delays. Situations may arise where Government facilities may not be available for performance of requirements (i.e., closure due to weather, force protection conditions, etc.). Contractor employees will contact his/her supervisor for direction concerning late reporting or early release due to inclement weather. The Contractor shall follow specific requirements in regards to mission-essential services. Delays or additional response due to exercises and contingencies are part of the environment and cannot be considered cause for an adjustment in price. Mission requirements may necessitate suspension or cancellation of maintenance operations for that period. All uncompleted work requirements will be rescheduled for accomplishment at a later date.

Contractor Identification:

Representation of Government. The Contractor shall ensure its personnel do not attempt to represent the Government of the United States to any other person or entity, U.S. or foreign, except for delivering a Government-approved message or position.

Identification Badges. 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 sub-contractor performing work for the Contractor. Badges shall be worn at all times when Contractor employees are co-located on a Government installation or when on temporary duty (TDY) working with other Government personnel. Sub-contractor employees’ identification badges shall identify their respective prime Contractor.

Identification when Communicating. 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.

Identification of Workspace. 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, name plates or other identification, showing that these are work areas for Contractor or sub-contractor personnel.

Security Requirements:

Security. All Contractor employees will need to be escorted IAW paragraph 2.6.7.

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.

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.

Applicability of Security Requirements. 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.

Common Access Cards (CACs) and Access ID Badges. Every Contractor employee shall obtain and possess a DoD CAC and an Access ID Badge as required. Contractor shall use the card IAW AFFARS 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.

Unescorted and Escorted Access. Any 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.

Return of Identification and Access Badges. The Contractor shall ensure employees who terminate their services shall immediately return any government identification/access badges issued in support of this contract.

Privately Owned Vehicles. The Contractor shall comply with directives pertaining to operation of privately owned vehicles on AF Installations per policies established by the installation commanders.

Product Ownership and Proprietary Data:

Proprietary Data. The Contractor shall request Government approval prior to the use of any proprietary data or software tools to fulfill the requirements of this contract. 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. The Contractor shall conform to all Operational Security (OPSEC) requirements when handling and discussing proprietary information.

Retention of Material. The Contractor will not receive classified material or information. The Contractor shall not retain any unclassified material generated or received under this contract after the contract ends without approval of the appropriate office of primary responsibility. 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.

Product Ownership. All reports produced by the Contractor in the performance of this contract are property of the Government. These items shall be turned-in to the Government by the end of the Period of Performance (PoP).

Unlimited Rights. The Government has unlimited rights to all deliverables developed under this contract.

Mission-Essential Services:

Performance of Services during Crises Declared by the National Command Authority. IAW Department of Defense Instruction (DoDI) 1100.22, the Government has determined that certain HLMR maintenance and repair services performed under this contract are essential for performance during crisis. The Contractor is required to immediately respond and perform mission-essential services.

Contractor Responsibilities:

HLMR Responsibilities.

The Contractor shall be responsible for providing HLMR services, including but not limited to:

1.1.1.6. Implementing maintenance for the HLMR system. Contractor is responsible for all parts, labor, and travel associated with this PWS.

1.1.1.7. Ensuring availability and reliability to HLMR network equipment serviced by this PWS.

1.1.1.8. Providing on-site HLMR network administration to include remote troubleshooting, software upgrade and licensing, maintenance dispatch, service restoral, and technical support.

1.1.1.9. Ensuring all unscheduled onsite maintenance is coordinated with the Hanscom LMR manager no later than one (1) hour prior.

1.1.1.10. For all Severity Level 1 outages, the contractor shall notify via text message and coordinate via telephone call with the Hanscom LMR manager 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 Hanscom LMR manager by email and text message no later than 30 business minutes (1/2 business hour) after incident. For all outages the contractor shall notify the Hanscom LMR manager by email of the cause and repair actions within 24 hours of resolution.

1.1.1.11. Troubleshooting minor and major repair as a result of troubleshooting, and maintenance support of the trunking equipment, dispatch consoles, base stations connected to dispatch consoles, UCM/KMF terminals, OTAR related equipment, recorder and all associated infrastructure (switches, routers, gateways) connected to it. A major outage is considered any Severity Level 1 outage as defined in Table 3.3.2 (Section 3.3.2). A minor outage is considered any Severity Level 2 or Level 3 outage as defined in Table 3.3.2 (Section 3.3.2). These responsibilities include validation of customer trouble tickets and maintenance solutions and providing maintenance dispatch and depot-level maintenance. Contractor will dispatch the appropriate service facility to troubleshoot and remedy outages per customer request and/or issues determined through remote monitoring. Contractor will provide 24x7,365 days a year telephone Technical Support within one (1) hour of request. Contractor shall provide infrastructure repair down to the component level and will provide advanced replacement where available.

Table 3.3.2 / LMR Maintenance Response Times and Severity Levels:

The Contractor shall respond to requests for maintenance or electronic notifications of equipment failure based on the response times required in Table 3.3.2. If a response situation does not appear to fit one of the severity definitions in Table 3.3.2, the Hanscom LMR manager shall make a severity determination and the Contractor shall be required to respond accordingly.

TABLE 3.3.2

Technical Support Response Times

Severity Definitions

1) 33% of system down (HLMR)

2) 33% of site channels down (HLMR)

3) 33% of a particular HLMR network operations down (repeaters, consoles, base stations, recorder)

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.

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.

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.

Preventative Maintenance Inspection (PMI) Responsibilities.

The Contractor shall be responsible for performing PMIs on all HLMR equipment, including but not limited to:

1.1.1.12. Performing monthly preventive maintenance inspections for the RF equipment.

1.1.1.13. Performing annual recurring on-site inspections and periodic PMI on all equipment and antennas identified IAW manufacture specifications, to ensure optimal operation.

1.1.1.14. Providing the Hanscom LMR manager a copy of all inspection reports within 15 calendar days after completion of inspection. These PMIs will maintain all equipment in good working order, free of dust and foreign material filters cleaned and periodic alignment actions completed IAW manufacturer specifications.

Software Maintenance Agreement (SMA) Responsibilities.

The Contractor is responsible for providing and for performing services required by the SMA, including but not limited to:

1.1.1.15. Providing a SMA which complements the life cycle maintenance of HLMR’s system (i.e. ASTRO 25 system). The SMA will entitle Hanscom to receive periodic software release updates as issued by the Contractor within the proposed term.

DELIVERABLES / TABLE 4.0

TABLE 4.0

Paragraph

Monthly Maintenance Report

2.1.7, Appendix B Provide a monthly maintenance report of all outage response actions performed for each month

Monthly

1 copy

Electronic

Hanscom LMR Manager

GOVERNMENT FURNISHED PROPERTY AND SERVICES

Government Furnished Property (GFP):

Protection of GFP. The Contractor shall protect Government information, property, equipment, and resources that are generated, issued, or supplied under the terms of this contract. The Contractor shall not remove any Government property from the installation unless authorized by the Hanscom LMR manager in writing. The Contractor shall immediately report any damage to Government property to the Hanscom LMR manager.

Government Furnished Facilities and Workspaces:

Facilities and Workspaces. The Government will provide no more than one (1) office space with furniture, to include desktop computer, and network printer, and desk telephone (digital phone, DSN and commercial long-distance capable) if necessary.

Government Furnished Information:

Information. Government personnel shall be available for technical exchanges with the contractor. Government personnel shall provide technical input, answer questions, review and accept completed work, and provide feedback regarding contractor efforts.

Government Furnished Services:

Services. The Government will provide access to resources, e.g. cable conveyances, interfaces, upon request. The Government will obtain and provide all zoning approval, necessary permits, and Civil Engineering approvals at all sites and locations.

SERVICE SUMMARY

Overview:

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.

Performance Objectives, PWS Paragraphs, and Thresholds:

3.4 The Contractor shall meet outages response time criteria directed by Table 3.3.2, 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 working day.

(SS-4) Perform PMIs.

APPENDIX A – MONTHLY MAINTENANCE REPORT TEMPLATE

Outage Date/ Time

(Bldg.)

Track #