07_01_VNC_Comm_IT_Service_Description_of_Services_amendment_0003.pdf

FA3002-13-R-0011

Amendment 0003

SECTION 7-1

7.1. COMMUNICATIONS AND INFORMATION TECHNOLOGY

7.1.1. Description of Services. Provide support services for telephone, land mobile radio, asset management, plans and programs, performance management, web service management, network and information security, and support services for 71 Flying Training Wing and authorized users with their IT operations requirements IAW their host-tenant support agreements. Ensure both secure (SIPRNET) and non-secure (NIPRNET) Metropolitan Area Network (MAN), Local Area Network (LAN) and Wide Area Network (WAN) Information Technology (IT) and communications infrastructure, comprised of both wired and wireless segments, deliver a consistently high level of performance. Ensure quality work performance in accordance with the priority service table below and the applicable standards, guidelines, and directives listed in appendix 7A.

7.1.2. The Service Provider (SP) Shall:

7.1.2.1. Telecommunications/Telephone/Wire Services:

7.1.2.1.1. Operate, maintain and repair the telephone switch networks from the Main Distribution Frame (MDF) to call processing, including Automatic Call Distribution (ACD), Voice Main Platforms, and Content Management System (CMS) Server etc, to the end instrument.

7.1.2.1.2. Operate, maintain and repair all segments of government owned copper and fiber optic mediums, both buried, underground and aerial throughout the base. Coordinate on civil engineering (CE) digging permits. Trace and mark cables to prevent damage. Monitor construction job sites to ensure compliance with digging permit rules.

7.1.2.1.3. Perform long-haul telecommunications management functions following the guidance in AFI 33-116.

7.1.2.1.4. Manage, operate, install, design, and offer recommendations on technology refreshment, configuration management, and user support for base telecommunications infrastructure, systems, and applications.

7.1.2.1.5. Units will fund for any Moves, Adds, Changes (MAC) for Voice/Data/Video (excludes VTC equipment suites) Field services from the Main Distribution Frame (MDF) up to and including the user instrument. Replace or repair active inventory of Telephone instruments. Manage and execute connectivity for government circuits, both switched and non-switched. Extend and or remove leased and government ordered service for administrative and institutional management. Manage on-hand Government Furnished Equipment (GFE) critical spares inventory for identified systems platforms to minimize service interruptions. Critical spares are identified in Appendix 7B.

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7.1.2.1.6. Manage C4 systems service warranties, maintenance (i.e., NORTEL CS 1000M/Avaya AS 5300 telephone switch, applications system and call centers processing) and the Telephone Control Officer (TCO) program. Perform quality assurance for contract telephone systems and services. Appoint a Government Emergency Telephone System (GETS) point of contact to manage tracking and usage of the service.

7.1.2.1.7. Maintain and coordinate VOIP/Unified Communications (UC) systems and services with local Client Support Administrator (CSA)s, Change Managers and NCC. These efforts will include but not limited to coordinating the IP addressing of soft clients and VoIP telephones. To ensure Local Sessions Controllers (LSCs) such as the Nortel CS 1000M and the Avaya AS5300 can provide collaborative tools such as point to point video, video conference, meet me conference, rich presence and other collaborative tools will require coordination with the Local Change Manager and INOSC West for DNS server access to enable all LSC/UC collaborative tools. Coordination with OEM will also be required for system patches, upgrades and system feature key codes installation.

7.1.2.1.8. Maintain telephone directory data and make available on intranet and for publication. Provide telephone directory updates to AETC as needed. Complete the annual validation of the base telephone directory as scheduled by AETC.

7.1.2.1.9. Perform Tier 1 touch maintenance on E911 equipment and maintain and update E911 user database.

7.1.2.1.10. Troubleshoot, perform diagnostics, verify system connectivity, coordinate with Tier 2 level support, and perform actions as required by, the awarded vendor, higher level helpdesk.

7.1.2.1.11. Priority Matrix Table

Telephone Outage (telephone switching, fire/crash hotlines, base intrusion, Base alert sirens & system alarms) Level Threshold Critical (15% of trunks down, total loss of base telecom, loss of one T-1 line)

To be corrected within 2 hours of notification

Major (10% of trunks down) To be corrected within 8 hours of notification Minor (5% of trunks down) To be corrected within 2 business days of notification Telephone / Wire Troubles

Priority (P1) Troubles shall have maintenance in progress within one hour

Routines (P2) Shall have maintenance in progress within two business days

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7.1.2.2. Land Mobile Radio Services:

7.1.2.2.1. Operate and maintain all common user base-level Land Mobile Radios (LMR) network systems and major component such as base stations and repeaters. Manage and oversee inventory and accounts in Asset Inventory Management (AIM) system for all pagers, Cellular Telephones (CT), and radios by users as well as track frequencies used at the base.

Issue LMR equipment (pagers, CTs, and radios) to authorized users as requested and track usage. Perform quality assurance for contract radio systems and services installed under sub-contracts.

7.1.2.2.2. Perform functions of Installation Personal Wireless Communication System (PWCS) Manager IAW guidance provided in AFI 33-106. Maintain and manage all radio frequency (RF) systems used to conduct official government business to include base-support radios, pagers and cellular telephones (CTs) that radiate from the installation and outlying activities hosted by the installation. Assist users in identifying needs, development and implementation of technical solutions for user requirements. Ensure recommended communications and information systems are compatible with existing equipment and will not negatively impact the RF spectrum.

7.1.2.2.3. Perform functions of Installation Spectrum Manager (ISM), adhering to responsibilities, guidance and procedures identified in AFI 33-118 for management of the RF spectrum. Submits installation frequency requirements to HQ AETC/A6 IAW guidance provided in 7.1.2, AFI 33-118 and MCEB Pub 7 and submits Air Force Spectrum Interference Reports (AFSIR) to resolve electromagnetic interference (EMI) problems in accordance with AFI 10-707. Consults with HQ AETC/A6 to ensure technical solutions for the development, procurement, or modification of equipment using the RF spectrum meet applicable military and government electromagnetic compatibility (EMC) standards and frequency usage criteria.

7.1.2.2.4. Appoint a primary and alternate representative to the AETC Enterprise Land Mobile Radio (ELMR) System Manager Working Group (SMWG). Participate in SMWG meetings and adhere to established ELMR network policies and operating procedures for shared resources, IA certifications, and system configuration control. Coordinate all requirements affecting ELMR system configuration with the SMWG for approval prior to implementation.

7.1.2.3. Information Technology Asset Management:

7.1.2.3.1. Manage hardware and software life cycles for the MAN/LAN/WAN. This includes planning, acquisition support, licensing, and inventory maintenance support services.

7.1.2.3.2. Perform functions of base equipment control officer as described in AFI 33-112, paragraph 10 and 15. Manage and track government-owned and leased computer systems equipment in the Asset Inventory Management (AIM) module of the Air Force Equipment Management System (AFEMS). Perform all work necessary to comply with applicable Air Force and Department of Defense (DOD) regulations and reporting requirements relating to inventory, redistribution, and disposal of that equipment.

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7.1.2.3.3. Manage a hardware and software refresh program. Maintain a life-cycle plan of currently supported hardware and software configurations.

7.1.2.3.4. Provide a C&IT Cost Center Manager to report the SP’s funding requirements as requested to the Communications Resource Advisor.

7.1.2.3.5. To preclude a stockpile of obsolete and nonfunctional IT equipment, manage an Excess Equipment Program to properly dispose of the equipment IAW AFI 33-112, Section E and as established by local policies and procedures.

7.1.2.3.6. Execute functions of base software license manager IAW AFI 33-114, and as established by local policies and procedures. Process approvals for non-standard software and maintain an inventory of all software falling within the scope of this study. Manage all commercial off the shelf (COTS) software licenses and original copies of software installed on base computer systems IAW AFI 33-114, AFI 33-200 and as established by local procedures and policies.

7.1.2.4. Plans and Programs:

7.1.2.4.1. Assist in the execution of the base-level requirements and planning processes IAW references listed in identified in Appendix 7A, and as established by local policies, instructions and procedures. Provide planning, acquisition guidance, and technical solutions for IT requirements. Provide base blueprint input to strategic planning processes to promote technology options for improvement of operations. Make recommendations for technology insertion. Ensure investments in applications, platform development, and infrastructure technology leverage shared needs to the maximum extent possible.

7.1.2.4.2. Maintain, and apply technology standards governing interoperability and performance of user technology solutions (commercially available IT hardware and software).

Ensure that all new technology solutions acquired by, or on behalf of, base customers meet DOD technology standards. Review and update technology standards regularly in light of changing customer requirements, technology advances, and technology costs.

7.1.2.4.3. Work closely with the government to set priorities and develop schedules for upgrading or replacing IT equipment, infrastructure, and investments..

7.1.2.4.4. Reserved

7.1.2.4.5. Reserved.

7.1.2.4.6. Develop, manage and maintain all base Communications Systems Installation Records (CSIRs) in accordance with references listed in identified in Appendix 7A, by performing a physical inventory of each facility upon contract initiation and accomplish a 100% annual review

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7.1.2.4.7. Research procurement options from commercial vendors to maximize system performance, vendor support, and upgrade ability while minimizing costs and provide to the government for implementation

7.1.2.4.8. Reserved.

7.1.2.4.9. Participate in facility design Military Construction Program (MCP) and minor construction planning. Review projects to ensure consideration is given for IT requirements.

7.1.2.4.10. Reserved.

7.1.2.4.11. Reserved.

7.1.2.4.12. Reserved

7.1.2.4.13. Develop, maintain, validate and test Network Control Center (NCC) Continuity of Operation Plan (COOP) utilizing Government Furnished Equipment and facilities to provide core network services (e-mail, file, print, web, etc) for required organizations; data systems availability; and advice on local organizational IT COOP planning as prioritized by Wing Commander.

7.1.2.4.14. Process new requirements for service. Perform impact assessment of information technology/national security systems (IT/NSS) documents (formerly known as communications systems requirements document - CSRD), request for service (RFS), telecommunication service request (TSR), status of acquisition message (SAM) and telecommunication service order (TSO). Provide technical advice and solution for software, hardware, and network connectivity. Monitor status and advise customer of changes to installation schedule for leased/contract services.

7.1.2.5. Network Enterprise Technology Operations Management:

7.1.2.5.1. Operate and maintain the Network Control Center (NCC) in accordance with its contracted functions, corresponding roles and responsibilities to provide the applicable services specified by AFMAN 33-152, the 33 series AFI's 33-115V1, 33-202V1, 33-202V6, 33-223, and Technical Order (T.O.) 00-33A-1001.

7.1.2.5.2. IT personnel must meet the same skill set and knowledge requirements as Air Force military and civilian network professionals. (AFI 33-115V2)

7.1.2.5.3. IT personnel required to possess DoD 8570 certification and are subject to evaluation as required by AFI 33-115V2.

7.1.2.5.4. Maintain critical IT assets in such a manner as to minimize the number, duration, and impact of unscheduled outages. Design, coordinate, and implement improvements so that the desired number, duration and impact of unscheduled outages for critical IT assets are zero.

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Critical IT assets are defined as systems, software or applications for which failure of hardware or software components creates or threatens to create:

7.1.2.5.4.1. Personal safety hazards

7.1.2.5.4.2. Large-scale data loss for an organization

7.1.2.5.4.3. Security breaches

7.1.2.5.4.4. Near-total loss of work productivity for base personnel for longer than 24 hours, with no substitute or backup system available

7.1.2.5.4.5. A loss of service to any Command and Control (C2) facility

7.1.2.5.4.6. A loss of service to any substantial part of the base community

7.1.2.5.4.7. A loss of service for any hosted DOD or Air Force (AF) systems, or their support centers

7.1.2.5.5. Maintain internal building wiring and wireless connectivity (fiber optics, copper, wireless access points, etc) for data/video/voice.

7.1.2.5.6. Operate, maintain and repair the IT infrastructure that supports the internal and external connectivity of the base. This includes ensuring the consistent performance of the MAN, Internet gateways, and other centralized or distributed services supplied to the base’s multiple organizational LANs.

7.1.2.5.7. Monitor, repair, maintain, upgrade, and configure, (except beyond Privately Managed Organization points of demarcation), network, Internet, and Intranet servers, routers, switches, and cabling (as required and within the time constraints of the priority service level table) to prevent disruption of services.

7.1.2.5.8. Coordinate AFNetOps response to all network, Internet, and Intranet servers, routers, and switches (as required and within the time constraints of the priority service level table) to prevent disruption of services.

7.1.2.5.9. Perform touch maintenance, as directed by the AETC, AFNetOps and conduct daily operational visual inspections in order to maintain status of base infrastructure. Touch maintenance are those actions performed by an on-site technician for devices managed by the AFNetOps or its equivalent. These actions include physical placement/racking of the system;

cable management; physical connectivity (power/data connections); physical exchange of components (i.e. power supplies, hard drives, etc) and other related items (i.e. data cables, power cords; data tapes/cartridge, etc.); system reboots and physical operational checks.

Additionally other actions may be directed based on technical capabilities and requirements.

For example local administrators will be responsible for loading, configuring and patching a

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7.1.2.5.10. In conjunction with the AETC and the AFNetOps construct, perform local actions for monitoring, tuning, administering, archiving, creating backups, and performing disaster recovery ensuring the Enterprise Technology Administrative and Operation plan for the base MAN/LANs meets system requirements.

7.1.2.5.11. Comply with all Time Compliance Network Orders (TCNOs) within established timeframes and in accordance with established directives.

7.1.2.5.12. Support physical and logical consolidation of network devices/services as required by higher headquarters initiatives (i.e., AFNetOps, NCC Re-engineering and AF Server Consolidation)

7.1.2.6. Performance Management:

7.1.2.6.1 Create/maintain an IT Performance management program measuring NCC managed services. Air Force standard solutions will be used where available. An appropriate suite of metrics must capture the following:

7.1.2.6.1.1. Responsiveness of client server systems using protocols and methods consistent with user requests and access methods. (For example, Hyper-Text Transfer Protocol (HTTP) servers will be evaluated with HTTP requests, file servers with Server Message Block (SMB) requests.)

7.1.2.6.1.2. Overall availability of network services and applications.

7.1.2.6.1.3. Performance of telephone switches and trunks and LMR networks.

7.1.2.6.1.4. Key performance indicators for NCC managed services and components.

7.1.2.6.2. Use data to predict future network requirements and prepare demand projections to provide input needed for the development of plans for network services and infrastructure improvement.

7.1.2.6.3. Implement monitoring applications’ automated notifications or other processes to identify potential problems, and negative trends in performance measurement.

7.1.2.7. WEB Services Management:

7.1.2.7.1. Perform web server management functions for private web pages as required by AFI 33-129 and applicable AF Guidance.

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7.1.2.7.2. Perform web site security validation in accordance with applicable AFI’s. This includes, for example: script validation and permissions. (AFI 33-202V1 and V6, 33-123 and NSA guides, NIST Publications and DISA STIGS)

7.1.2.7.3. Perform Public Key Infrastructure (PKI) management and integration as required for web services.

7.1.2.8. Network Infrastructure Management:

7.1.2.8.1. Develop detailed plans and schedules for improving network capacity in an orderly manner to meet changing bandwidth and performance requirements for the first 400 feet.

First 400 feet is the internal building media for distributing voice, video, and data to include all equipment from the facility equipment room to and including the end user hardware and software.

7.1.2.8.2. Operate, maintain, and repair network service devices and internal connectivity to meet base-level demand for network connectivity and bandwidth on the base MAN. Perform continuous network management monitoring to respond in a timely manner to outages.

Where possible, perform preventative measures to avoid service interruption(s). As required, work with internal and external base, AF and DOD agencies to remedy network issues that egress the base network boundary. Perform touch maintenance on system equipment to complete corrective action(s) and restore service. Identify equipment failures/shortfalls for GFE replacement.

7.1.2.8.3. Provide support on projects that involve IT systems installation or upgrades. Such projects can vary from installation of an additional line or wiring upgrades to the specification for IT network segment in a building.

7.1.2.8.4. Provide technical and IT data such as schematic diagrams, system capacity and design in support of construction, relocations, or any other base project containing an IT component. During this phase, work closely with other customers and produce appropriate IT schematics as required.

7.1.2.8.5. Provide network resources required for connectivity and use of Air Force Standard Systems for as long as these systems continue to be used. Periodically review requirements for continued use of Air Force Standard Systems with base customers.

7.1.2.8.6. Reserved.

7.1.2.8.7. Reserved.

7.1.2.8.8. Act as Defense Information System Network (DISN) Node Site Coordinator.

7.1.2.8.9. Maintain network infrastructure and systems in a manner that ensures interoperability with other Air Force systems by complying with the Air Force

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7-1-8 implementation requirements for Infrastructure Technical Reference Model (I-TRM) and the Defense Information Infrastructure Common Operating Environment (DII/COE).

7.1.2.9. Server and System Support:

7.1.2.9.1. Operate, maintain, upgrade, patch and perform system administration functions for servers/systems managed by the Network Control Center (as defined in Appendix 7B) to enable end users to utilize desktop applications and access school-specific and enterprise-wide applications.

7.1.2.9.2. Provide timely system administrative support for servers/systems defined in Appendix 7B, including user access, performance tuning and optimization, security monitoring, configuration management, etc.

7.1.2.9.3. Develop, update, document, test and communicate disaster recovery programs for those systems under NCC control as defined in Appendix 7B.

7.1.2.9.4. Undertake life-cycle management of NCC systems. Install and remove hardware and software as scheduled. Accurately maintain required life-cycle documentation as outlined in appropriate directives.

7.1.2.9.5. Perform data back-ups on NCC-managed servers and support data back-ups of AFNetOps-managed servers. Ensure backup files, archived files, and physical data storage is available and maintained according to applicable directives.

7.1.2.9.6. Patch all supported systems as directed by applicable Network Change Orders.

Identify to the base CS any mission required variations from applicable Network Change Orders directives.

7.1.2.9.7. Configure all supported systems in accordance with DISA Security Technical Implementation Guides (STIGs). Identify to the base CS any mission required variations from STIG guidance.

7.1.2.10. Service Provider Desktop Support:

7.1.2.10.1. CIVIL ENGINEERING (CE) COMPUTER SYSTEMS

ADMINISTRATION/FUNCTIONAL SYSTEM ADMINISTRATION SUPPORT:

7.1.2.10.1.1. The SP shall perform desktop computer support for CE functional areas to include, but not limited to, software and operating system installation, touch maintenance, and replacement of computer systems and peripherals.

7.1.2.10.1.2. The SP shall perform functional system administration support for customers utilizing Interim Work Information Management System (IWIMS), GEOBASE, Civil Engineering Material Acquisition System (CEMAS), the Automated Civil Engineering System (ACES), and replacement systems to include NexGen IT. These duties include, but

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7-1-9 not limited to, acquiring, unlocking, and resetting of user access passwords, software and operating system installation, touch maintenance, and replacement of computer systems and peripherals.

7.1.2.10.1.3. The SP shall perform the duties of the CE Unit Information Assurance Officer (Unit IAO). They shall also maintain the ITEC account(s) for government assigned CE computer equipment and shall assist in maintaining the software inventory if required.

7.1.2.10.2. 71 OG/FOS COMPUTER SYSTEMS ADMINISTRATION/FUNCTIONAL

SYSTEM ADMINISTRATION SUPPORT:

7.1.2.10.2.1. Perform desktop computer support for customers located in FOS contracted areas to include, but not limited to, software and operating system installation, touch maintenance, and replacement of computer systems and peripherals to include but not limited to weekend and night flying operations, and special inspections outside of normal business hours as required.

7.1.2.10.2.2. Perform desktop computer support in the Operations Group building that are not specifically maintained under a separate contract to include, but not limited to, software and operating system installation, touch maintenance, replacement of computer systems and peripherals, and IA duties (Unit IAO). They shall also maintain the Operations Group building ITEC account(s) for government assigned computer equipment and shall assist in maintaining software inventory for the building, if required.

7.1.2.10.2.3. Responsible for the installation of the government provided Standard Desktop Configuration (SDC) and electronic TO Viewing (eTOV) software on eTools platforms. The SP shall manage and configure eTools for distribution, and viewing of eTOs in Enhanced Technical Information Management System (ETIMS) using eTOV software. Configuration includes: registering master eTools in the ETIMS; establishing eTool master and slave synchronization schedules; establishing libraries and associating users, eTools and desktops to libraries; and managing eTool hardware repairs and warranty concerns. The SP and the TODO shall routinely audit eTO currency on eTools and resolve eTO/eTool distribution and synchronization problems.

7.1.2.11. Network and Information Security:

7.1.2.11.1. Administer and manage the Wing-level IA Program IAW AFI 33-200 which includes Communications Security (COMSEC); Computer Security (COMPUSEC);

Emissions Security (EMSEC); IA Awareness Program (IAAP) and Information Operations Condition (INFOCON) programs. Threat response is required 24 hours a day, 7 days a week.

7.1.2.11.2. Perform necessary actions to manage the FORTEZZA Communications Security program IAW AFI 33-277. For example: account for controlled materials and serve as the base point of contact (Base Organizational Registration Authority (BORA) / Air Force Enterprise Messaging (AF-EM) trusted agent).

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7.1.2.11.3. Administer the Public Key Infrastructure (PKI) program as directed by the AFPKI

SPO.

7.1.2.11.3.1. Act as the PKI Local Registration Authority and Trusted Agents (TAs) for the base. Training will be provided by the government as defined in Appendix 7B.

7.1.2.11.3.2. Request and manage Alternate Token (Alt-Token) certificates for system administrators and associated cards.

7.1.2.11.3.3. Request and manage Organizational E-mail certificates.

7.1.2.11.4. Manage base secure voice program. Properly account for secure voice devices to include digital STE telephones. Conducts initial/annual refresher training on the proper accountability of STE keying material and maintain accurate and up to date folders for all assigned Secure Voice Responsible Officers (SVROs).

7.1.2.11.5. Ensure appropriate security access and control for all systems and user groups in Active Directory. Monitor IAAP training program status in Advanced Distribution Learning Service (ADLS) that include the security elements to ensure each unit organization and their users of the base community is knowledgeable of their responsibilities while using the base

MAN.

7.1.2.11.6. Educate base personnel regarding information security procedures and provide assistance upon request.

7.1.2.11.7. Support Air Force emergency responses as prescribed in applicable directives, including for example: security breaches, natural disasters, and aircraft crashes.

7.1.2.11.8. Maintain secure systems and actively manage a network security program that detects and mitigates internal threats to secure operations, including virus and intrusion detection and remediation.

7.1.2.11.9. Manage virus protection software, per AETC and/or AFNetOps guidance, ensuring all computer systems remain up-to-date on versions and data files. In the event of a virus outbreak, take remedial actions and report in accordance with applicable directives. (AFI 33- 138)

7.1.2.11.10. Monitor/manage voice/video/data networks to protect against outside intrusion.

Upon detection, report intrusions in accordance with applicable directives.

7.1.2.11.11. Include security measures for NCC managed systems (as outlined in Appendix 7B) that prevent unauthorized access to classified information, and nonpublic information resources used by international students.

7.1.2.11.12. Implement higher headquarters directives as prescribed in DOD, Air Force, and AETC directives.

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7.1.2.11.13. Maintain and keep current accreditation information for the base core enterprise networks, as required by the DoDI 8510.01, Defense Information Assurance Certification and Accreditation Process (DIACAP), AFI 33-210, Air Force Certification and Accreditation Process (AFCAP), and all applicable policies posted on the Air Force Certification and Accreditation Community of Practice (COP). Ensure all NCC managed systems are registered in the Enterprise Information Technology Data Repository (EITDR) and have completed the DIACAP process and IA Controls and artifacts are updated in the Enterprise Mission Assurance Support system (e-Mass). Use service level agreements, as required, to document inherited IA controls. Ensure compliance with annual Federal Information Security Management Act (FISMA) requirements to include; annual Contingency Plan testing, Annual Security Reviews (DODI 8500.2 IA controls), and Annual Security Control Testing. Update EITDR to ensure correct dates are reported for annual Air Force FISMA report.

7.1.2.11.14. Maintain a current copy of accreditation packages for all identified information systems on the base MAN and report status of all systems in accordance with AFI 33-138 & AFI 33-202v1 Para 2.16.2.

7.1.2.11.14.1. Provide guidance to base hosted AIS PMOs in obtaining accreditation for their AISs. Maintain the list of higher level inherited IA Controls as defined in the Service Level Agreement between base CS and the AIS PMOs.

7.1.2.12. Information Assurance DOD 8570.1 Training Requirements:

7.1.2.12.1. Ensures that personnel accessing information systems have the proper and current IA certification to perform IA functions in accordance with DoD 8570.01–M, Information Assurance Workforce Improvement Program. The SP will meet the applicable IA certification requirements including: DoD approved IA workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01–M; appropriate operating system certification for IA technical positions as required by DoD 8570.01–M.

7.1.2.12.2. Provide documentation supporting the IA certification status of personnel performing IA functions to the CO prior to start of the contract. SP personnel who do not have proper and current certifications shall be denied access to DoD information systems for the purpose of performing IA.

7.1.2.12.3. Technical Training. All personnel newly assigned to a position shall have the required IA certification prior to being granted network access. . Training and certification will not be directly provided by the Government. Additionally, all personnel assigned shall be fully qualified on any additional tasks (IAW PWS) within six (6) months after employment. Any training on additional tasks required as a result of this PWS (including currency requirements) will be the responsibility of the Government. The Government will provide technical training for new equipment requirements/technologies not addressed in this PWS as determined by the Commander/Director and with final approval of the Contracting Officer (CO).

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7.1.2.13. Postal Services:

7.1.2.13.1. OFFICIAL MAIL CENTER (OMC) (INCLUDING DOCUMENT SECURITY)

GENERAL INFORMATION: Provide all personnel, equipment, tools, materials, supervision, training and other items and services necessary to operate the Official Mail Center (including Document Security) in accordance with DOD 4525.8-M/AFMAN 33-306, DoD Official Mail Manual, and all other applicable regulations as defined in this Performance Work Statement (PWS). Provide services for receiving, processing, and dispatching all official mail including accountable mail, forms, publications, parcels, and distribution for all base supported activities. The SP shall be responsible for sorting, consolidating, applying correct official postage and coordinating dispatches with United States Postal Service (USPS), FedEx, United Parcel Service (UPS) and other small carriers for all official outgoing material. The SP shall prepare all mail for transmission in compliance with the private express statute (summarized in DoD 4525.8-M/ AFMAN 33-306); provide referral mail service for mail that is undeliverable as addressed; analyze service available from USPS and private small parcel delivery companies and select the most cost efficient mode that will satisfy the delivery requirement. Ensure official postage is only used in accordance with US Code 39 and the USPS Domestic Mail Manual. The SP shall safeguard and protect all mail in accordance with USPS Domestic Mail Manual and all administrative communications IAW DoD 4525.8-M/AFMAN 33-306; dispatch mail only to authorized individuals and offices and advise official activities on the correct procedures for sending official mail.

7.1.2.13.1.1. RECEIVING AND PROCESSING INCOMING MAIL:

7.1.2.13.1.1.1. Receive and Process Incoming Mail. Pickup/accept and process all incoming mail from the USPS, small parcels delivery companies, and authorized government agencies.

7.1.2.13.1.1.2. USPS Mail. Pickup/accept delivery of mail from servicing USPS facility to include overnight mail. When receipting mail from servicing USPS facility, inspect mail to ensure damaged articles are properly endorsed and repaired or rewrapped. If damaged articles are received in closed bags, repair and endorse “Damaged in Handling by the Postal Service,” along with the date of receipt and the identity of the person repairing the article. First Class letters received unsealed shall be endorsed “Received Unsealed.”

7.1.2.13.1.1.3. OMC has to follow local procedures for reporting mail suspected of harmful contents. Mail suspected of harmful contents shall be reported immediately to the servicing postal activity and the Contracting Officer Representative (COR). The Official Mail Manager (OMM) should notify the servicing postal activity. See DOD 4525.8-M/AFMAN 33-306, Chapter 4, for instructions on identifying and reporting suspected mail bombs.

7.1.2.13.1.1.4. During FPCON conditions, scan the percentage of mail listed in the following categories: FPCON Normal, randomly scan a minimum 10% of incoming mail, Alpha – 20 %, Bravo – 30%, Charlie – 40%, and Delta – 50% (all percentages listed are minimums) (AETCI 33-302, Operation of the Ionscan Scanner)

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7.1.2.13.1.1.5. Check for Accountable Mail (US Postal Service numbered insured, certified, express, registered mail or signature confirmation) Intermingled with Non-accountable Mail (Ordinary mail without a numbered insured, certified, express, registered mail or signature confirmation number). If accountable mail is discovered, immediately return it to the USPS.

7.1.2.13.1.1.6. Small Parcel Delivery Company Mail. Receive parcels from any small parcel delivery company. Check parcels against carrier register/receipt and verify parcels are accounted for and undamaged prior to signing carrier's register.

7.1.2.13.1.1.7. Government Mail. Accept administrative communications (e.g., leave and earning statements, net pay advisories, club mailing, etc.) brought directly to the OMC. Mail shall not be accepted if the terms “resident” or “occupant” are used.

7.1.2.13.1.1.8. Cash on Delivery (COD) Mail. Mail of this type shall not be accepted from the USPS or small parcel delivery companies.

7.1.2.13.1.1.9. Special Delivery Mail. This type mail shall be accepted but shall be delivered as regular mail.

7.1.2.13.1.1.10. Short Paid Mail. Accept this type of mail and pay for it by meter strip.

7.1.2.13.1.2. DISPATCHING OFFICIAL MAIL:

7.1.2.13.1.2.1 Post customer service window hours and any changes must be coordinated with the COR.

7.1.2.13.1.2.2. When notified by OMM, of an organizational name change, update their Activity Distribution Office (ADO) listing. All ADO’s will be required to pick up and drop off all official mail to the OMC.

7.1.2.13.1.2.3. Dispatch accountable mail only to authorized personnel as designated in writing by each ADO on the AF Form 4332, Accountable Communications Receipt Authorization. The AF Form 4332 will be available for review by OMC personnel.

7.1.2.13.1.2.4. Obtain signature from authorized person for accountable mail. Return signed receipts to Document Security.

7.1.2.13.1.2.5. Mail with endorsement “DO NOT FORWARD”/”RETURN SERVICE REQUESTED” is undeliverable or still in the OMC at the end of the duty day, turn it over to Document Security for storage.

7.1.2.13.1.2.6. Receipt for all outgoing official mail at the customer service window and sign for incoming accountable mail. Check outgoing mail to ensure if originating office has prepared it for dispatch IAW DOD 4525.8-M/AFMAN 33-306, Chapter 3. If material does

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7-1-14 not meet these requirements, return to the originator with a memorandum identifying discrepancies.

7.1.2.13.1.2.7. Distribute categorically addressed correspondence.

7.1.2.13.1.2.8. Provide ADOs with USPS registered and certified labels and return receipt requested forms, upon request.

7.1.2.13.1.2.9. Mail shall be safeguarded and protected at all times. Accountable mail shall not be left unattended at any time.

7.1.2.13.1.2.10. ADO inspections will be conducted by the COR IAW DODI 4525.08/AFI 33-365.

7.1.2.13.1.2.11. COR will work with Contracting on reduction or elimination of unit mail delivery. Private Express Statute requirements for transporting official mail over public roads will be complied with.

7.1.2.13.1.3. PROCESSING OUTGOING MAIL:

7.1.2.13.1.3.1. Utilizes an accounting system to assign an organizational official mail account numbers for the wing, each group, squadron and tenant activity, and when requested by the OMM or COR. Add or delete account numbers and change organizational titles in system, as changes occur. When notified of an organization name change, make change in the accounting system database.

7.1.2.13.1.3.2. Sort mail by activity account before the mail is metered. Process mail to ensure postage is assigned to the proper activity account for the mail management reports.

7.1.2.13.1.3.3. Ensure official postage is only used IAW DOD 4525.8-M/AFMAN 33-306, Chapter 1 and USPS DMM. Analyze service available from USPS and select the most cost effective mode that will satisfy requirements. All mail shall be processed each duty day in time for delivery to USPS.

7.1.2.13.1.3.4. Establish and dispatch consolidated pouch mail. Prepare mail for consolidated shipment IAW DOD 4525.8-M/ AFMAN 33-306, Chapter 2. On consolidated mail, the return and delivery address shall be clear. Addresses shall be typed or affixed with a typed/computer-generated label.

7.1.2.13.1.3.5. Process permit mail using Postal Service (PS) forms, as required, to receive presort and bulk rate discounts. The SP shall ensure all bulk rate mailings are processed IAW DOD 4525.8-M/AFMAN 33-306 and the DMM.

7.1.2.13.1.3.6. After daily mail drop offs, deliver all mail received to the USPS facility. At time of delivery to USPS, SPs shall pick-up all incoming mail.

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7.1.2.13.1.4. DOCUMENT SECURITY:

7.1.2.13.1.4.1. Process all incoming and outgoing accountable mail containers. Prepare receipts as required for accountable mail IAW DOD 4525.8-M/ AFMAN 33-306. Receive accountable mail delivered by authorized government agencies to be dispatched on-base or process for off-base dispatch. Accountable mail shall be safeguarded at all times.

7.1.2.13.1.4.2. Receipt and account for each mail piece by container number listed on DD Form 2825, Internal Receipt, from ADOs. Verify that the container number and special service on the package matches the form. If there are any discrepancies, have USPS or ADO correct the form prior to receipting for mail.

7.1.2.13.1.4.3. Process and dispatch all accountable mail, notify the ADO for pick-up.

7.1.2.13.1.4.4. Maintain a copy of AF Form 4332, for each ADO that receives accountable mail. Ensure that individuals directly receipting for accountable mail are authorized.

7.1.2.13.1.4.5. Damaged Mail. If mail appears suspicious or tampered with, don’t rewrap, notify OMM for disposition. If damage is from handling (USPS should have annotated on package) rewrap mail prior to dispatching. If it’s not annotated, write or stamp “Received damaged, organization/office symbol, and date.” Do not accept improperly packaged mail from an ADO.

7.1.2.13.1.5. DISPATCHING ACCOUNTABLE MAIL CONTAINERS:

7.1.2.13.1.5.1. Inspect all incoming mail prior to dispatch to ensure it has an official return address, container number, sufficient delivery address, and is properly packaged. Accept receipt of accountable mail on the DD Form 2825. Apply registered, certified, or insured numbers as appropriate. Track accountable mail to ensure dispatch to appropriate agency.

7.1.2.13.1.5.2. List each piece of mail on AF Form 627, Application for Registration or Certification of Official Mail, or certified) or appropriate postal form (insured, merchandise return, or express), for dispatch to the USPS. For consolidated packages, list the original container numbers in the second “registered or certified number” column.

7.1.2.13.1.5.3. Maintain record copies of DD Form 2825 and AF Form 627. Conduct end of day audit of AF Form 627. Ensure that for each container listed has a signed copy of DD Form 2825 attached to the AF Form 627.

7.1.2.13.1.5.4. Maintain record copies of PS Form 3883, Firm Delivery Receipt for Accountable and Bulk Delivery Mail. Conduct end of day audit by checking off and attaching signed copies of DD Form 2825 to the PS Form 3883. The PS Form 3883 remains in suspense until all packages are signed for.

7.1.2.13.1.5.5. Annotate the original PS Form 3883, when accountable mail is returned to Document Security to be returned to sender, sent to a forwarding address, or another

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7-1-16 organization. For on base dispatch, annotate the new organization, off-base dispatch, reference the AF Form 627, or appropriate postal form and its date.

7.1.2.13.1.5.6. Secure all accountable mail, merchandise return receipt, and mail endorsed “DO NOT FORWARD” or ”RETURN SERVICE REQUESTED” in the safe. Certify the opening and closing of safe on SF 702, Security Container Check Sheet, each time it is opened and closed.

7.1.2.13.1.5.7. Immediately notify the OMM upon termination of any person that has the vault combination. Personnel shall not write down or transfer the safe combination to other personnel. Provide OMM contact information for the Contract Manager and an alternate(s), in case of an emergency.

7.1.2.13.1.6. DIRECTORY SERVICE:

7.1.2.13.1.6.1. Provide directory service for all undeliverable as addressed mail. If undeliverable parcels/mail for which an appropriate OPR cannot be determined, refer to the base locator or global address database for directory service.

7.1.2.13.1.6.2. When possible, readdress mail without opening. Mail that does not have enough information on the wrapper for directory service may be opened to determine the subject matter and correct address. If opened, it shall be endorsed “Opened for Routing,” signed and dated by the person performing the referral/directory service on the outer container.

7.1.2.13.1.7. POSTAGE METERS:

7.1.2.13.1.7.1. A PS Form 3602-A, Daily Record of Meter Readings or spreadsheet with same information shall be maintained by the SP on the meter IAW DOD 4525.8-M/AFMAN 33-306. Each day the meter is operated, the SP shall enter into the book those figures appearing in the ascending and descending register. If the sum of these two figures fails to equal the total entered at last setting, the SP shall notify the OMM for examination.

7.1.2.13.1.7.2. When postage meter descending register balance is at the estimated quarterly amount postage used, the contractor shall contact the OMM to obtain postage funds.

7.1.2.13.1.7.3. On a monthly basis, submit spoiled meter errors to servicing USPS facility for credit using PS Form 3533, Application and Voucher for Refund of Postage and Fees. A copy of the credit voucher shall be submitted to the OMM.

7.1.2.13.1.7.4. Ensure meters are secured IAW DOD 4525.8-M/AFMAN 33-306, Chapter 2.

7.1.2.13.1.8. ADVISORY SERVICE. Advise all base agencies on postal matters IAW AF DOD 4525.8-M/AFMAN 33-306 and USPS DMM. Respond to official inquiries and provide assistance to ensure cost-effective mailing practices are used.

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7.1.2.13.1.9. MONTHLY POSTAGE EXPENDITURES AND REPORTS:

7.1.2.13.1.9.1. Provide the COR with the monthly postage expenditures report by the 5th working day of each month.

7.1.2.13.2. POSTAL SERVICE CENTER GENERAL INFORMATION. Manage and operate the Postal Service Centers (PSCs) to provide service for receiving, processing, distributing and directing mail, managing receptacles/cluster boxes, and customer service by providing mail service to all authorized personnel supported by the PSC. The SP shall also be responsible for accepting parcels and accountable mail from the USPS, and any small parcel carriers for personnel supported by the PSC. The SP shall preserve and protect the security of the mail at all times from unauthorized opening, inspection, reading of contents or covers, tampering, delays, loss, or other wrongful acts, specified in U.S. postal regulations or DOD 4525.6-M, DOD Postal Manual.

7.1.2.13.2.1. RECEIVING AND PROCESSING INCOMING MAIL:

7.1.2.13.2.1.1. Receive and Process Incoming Mail. Pickup/accept and process incoming mail from the United States Postal Service (USPS), and small parcel delivery companies.

During FPCON conditions, the SP shall scan the percentage of mail listed in the following categories: FPCON Normal, randomly scan a minimum 10% of incoming mail, Alpha – 20 %, Bravo – 30%, Charlie – 40%, and Delta – 50% (all percentages listed are minimums)

(AETCI 33-302)

7.1.2.13.2.1.2. USPS Mail. Pickup/accept delivery of mail from USPS. Inspect mail before receipting for it from the servicing USPS facility.

7.1.2.13.2.1.3. Small Parcel Delivery Company Mail. Receive parcels from small parcel delivery companies. The SP shall be responsible to ensure parcel notifications are sent to the appropriate PSC users to ensure delivery on date of receipt.

7.1.2.13.2.1.4. Government Mail. Accept administrative communications (e.g., payroll checks, leave and earning statements, net pay advisories, club mailing, etc.) brought directly to the PSC by the OMC. No mail shall be accepted if the terms “resident” or “occupant” are used.

7.1.2.13.2.1.5. Oversize Receptacle Mail. Each piece of oversized mail received from USPS shall be annotated with date of receipt. Prepare a PS Form 3907, Mail Pick-Up Notice, for oversize mail to customer. It shall contain the date, receptacle number, and the last name of the addressee.

7.1.2.13.2.1.6. Cash on Delivery (COD) Mail. Mail of this type shall not be accepted from the USPS or small parcel delivery companies.

7.1.2.13.2.1.7. Postage Due and Special Delivery Mail. This type of mail shall be accepted but shall be delivered as regular mail. Postage due shall not be collected from the patron.

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7.1.2.13.2.1.8. Express/Insured/Certified/Registered Mail. SP personnel shall sign for all express/insured/ certified/registered letters or parcels from the USPS.

7.1.2.13.2.1.9. Add the packages to the Small Parcel Delivery Form and have customer sign for the package when received.

7.1.2.13.2.2. DISTRIBUTION OF INCOMING MAIL:

7.1.2.13.2.2.1. Mail for Authorized Users. Distribute mail to authorized PSC users, their authorized agents or to family members who hold a valid identification card except those items requiring restricted delivery IAW DOD 4525.6-M.

7.1.2.13.2.2.2. Distribute Mail. Delivery of personal mail shall be IAW DOD 4525.6-M.

Place all correctly addressed mail, to include oversized mail notifications in the addressees’ receptacles, cluster boxes, General Delivery and Hold Mail receptacles on date of receipt.

7.1.2.13.2.2.3. Mail shall be delivered and placed in the Government- procured receptacles/cluster boxes. Boxes (postal facility) shall be assigned and utilized for permanent party personnel, students, and TDY personnel.

7.1.2.13.2.2.4. All mail (except Government Mail) undeliverable as addressed shall be provided directory service IAW DOD 4525.6-M. This mail shall be turned over to the Directory Section.

7.1.2.13.2.2.5. General Delivery Service. This service shall be provided to all authorized users IAW DOD 4525.6-M.

7.1.2.13.2.2.6. Personnel in leave status shall receive General Delivery Service through the local USPS facility. If the servicing USPS facility does not provide General Delivery Service, then the PSC may be used. Personnel in this category must request written approval by the OMM prior to having mail sent to the PSC.

7.1.2.13.2.2.7. Mail for Due-In Personnel. Mail addressed for members due-in shall be handled IAW DOD 4525.6-M. In the upper left corner of the reverse side of each piece of mail, indicate date screened.

7.1.2.13.2.2.8. Mail for Confined Personnel. Handle mail IAW DOD 4525.6-M. Security Forces Squadron personnel are authorized to pick up mail for confined personnel receiving mail through the PSC.

7.1.2.13.2.2.9. Mail for Casualties. Handle mail IAW DOD 4525.6-M.

7.1.2.13.2.2.10. Mail for AWOL Personnel. Handle mail IAW DOD 4525.6-M.

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7.1.2.13.2.2.11. Income Tax Mail. Handle IAW DOD 4525.6-M. and release undeliverable packages to the local staff office responsible for tax packages.

7.1.2.13.2.2.12. Perishable Mail. If the Required Delivery Date (RDD) has passed, dispose

IAW DOD 4525.6-M.

7.1.2.13.2.3. POSTAL DIRECTORY FILE:

7.1.2.13.2.3.1. Postal Directory File. SP shall maintain a postal directory file (AF Privacy Act System of Records # F033 AF C, Locator, Registration and Postal Directory File). AF Form 624, Base Unit Locator and PSC Directory, will be maintained IAW DOD 4525.6-M.

The SP shall ensure the AF Form 624 is correct prior to the customer leaving the service window. If the customer refuses to fill out the AF Form 624, the SPs shall fill out the form to the best of their ability using the alpha roster or any other source available. The SP shall annotate the AF Form 624 indicating the customer refused to complete the form. Transient personnel are interpreted as personnel in a status of six months or less.

7.1.2.13.2.4. ENDORSING MAIL:

7.1.2.13.2.4.1. Endorsing Directory Mail. Endorse directory mail IAW DOD 4525.6-M and

USPS DMM.

7.1.2.13.2.4.2. Undeliverable as addressed mail received at the PSCs, shall be returned to the Directory Section, on the day of receipt and handled IAW DOD 4525.6-M.

7.1.2.13.2.4.3.