Attachment 1 - Performance Work Statement UPDATED AMENDMENT 4.pdf

Altus AFB OK

PERFORMANCE WORK STATEMENT (PWS)

FOR

BASE TELECOMMUNICATIONS SYSTEM (BTS)

OPERATIONS AND MAINTENANCE SERVICES

AT ALTUS AFB OK

Contents

1.0. DESCRIPTION OF SERVICES

1.1. SCOPE OF WORK

1.1.1. PERSONNEL

1.1.2. KEY PERSONNEL LISTING:

1.2. REQUIREMENTS

1.2.1. BASE MISSION REQUIREMENTS

1.2.2. ACCIDENT/INCIDENT REPORTING & INVESTIGATION:

1.2.3. SUB-CONTRACTOR COMPLIANCE:

1.2.4. BASE CIVIL ENGINEERING WORK CLEARANCE REQUESTS:

1.3. GENERAL INFORMATION:

1.3.1. CONTRACTOR’S QUALITY CONTROL PROGRAM:

1.3.2. SECURITY:

1.3.3. FOR OFFICIAL USE ONLY (FOUO) MATERIAL:

1.3.4. LOCAL FILES CHECK (LFC)/NETWORK ADMINISTRATION:

1.3.5. SAFETY, SECURITY, & ENVIROMENTAL MEETING:

1.3.6. IP-SECURITY CLAUSE:

2.0. OPERATIONS & MAINTENANCE (O&M):

2.1. O&M ACTIONS

2.1.1. O&M ACTIONS GENERAL:

2.1.2. CUCM/VG350/VEBRA/INFORMCAST & OTHER CIRCUIT EQUIPMENT O&M:

2.1.3. PERFORM ISP & OSP O&M:

2.1.4. PREVENTIVE MAINTENANCE INSPECTIONS (PMIS):

2.1.5. CABLE LOCATES/MARKING:

2.1.6. WORK ORDERS & TROUBLE TICKETS UNDER O&M (ZERO COST/PART OF MONTHLY MX):

2.1.7. SYSTEM CROSS-CONNECT AND DISCONNECT SERVICES:

2.1.8. CONFIGURATION, ACCOUNTING INFORMATION RETRIEVAL SYSTEM (CAIRS):

2.1.9. VOICE MAIL:

2.1.10. CONTRACTOR SUPPORT FOR VENDORS/ENGINEERING & INSTALLATION:

2.2. SYSTEM AND SERVICE OUTAGES (O&M)

2.2.1. CONTRACTOR AVAILABILITY:

2.2.2. SCHEDULED OUTAGES:

2.2.3. OUTAGE RESTORATION/TROUBLE CALLS/TICKETS:

3.0. BTS WORK CENTER RECORDS:

3.1. OUTSIDE PLANT:

3.2. INSIDE PLANT:

3.3. FIBER OPTIC CABLE INSTALL/REPAIR READINGS:

Altus AFB OK

3.4. WORK ORDERS:

3.5. TROUBLE TICKETS:

3.6. CONTRACTOR-FURNISHED HAZARDOUS MATERIAL

3.7. QUALITY CONTROL PLAN

4.0. WORK ORDERS:

4.1. WORK ORDER PROCEDURES:

4.2. WORK ORDER CLASSIFICATIONS:

4.3. REQUIRED INFORMATION ON WORK ORDERS:

4.4. UNIQUE WORK ORDERS:

4.4.1. REMOVAL OF DROPS WORK ORDERS:

4.4.2. AUDIO/VISUAL/CAMERAS/CLASSROOMS/INTERCOM WORK ORDERS:

4.4.3. SHELTER WORK ORDERS:

4.4.4. ANTTENA/TOWER WORK ORDERS:

4.4.5. CUSTOM BUILT NETWORK CABINETS WORK ORDERS:

4.4.6. ELECTRICAL WORK:

4.4.7. GENERAL CONSTRUCTION WORK ORDERS:

4.5. SUBMITTAL OF COMPLETED WORK ORDERS:

4.6. INSPECITION, MAINTENANCE & CORRECTION PROCEDURES:

5.0. CONTRACTOR PERFORMANCE ASSESSMENT:

5.1. INSPECTION SERVICES:

5.2. CONTRACT DISCREPANCY REPORT (CDR):

6.0. GOVERNMENT-FURNISHED PROPERTY AND SERVICES

6.1. AIR FORCE PROVIDED SPARES/CONTRACTOR LOGISTIC SUPPORT:

6.2. LIST OF GOVERNMENT FURNISHED PROPERTY:

6.3. CVC TRAINING:

APPENDIX 7.1 - WORKLOAD ESTIMATES

APPENDIX 7.2 - ITEMS TO BE MAINTAINED BY THE CONTRACTOR

APPENDIX 7.3 - GLOSSARY AND ACRONYMS

APPENDIX 7.4 - RESERVED

APPENDIX 7.5 - RESERVED

APPENDIX 7.6 - APPLICABLE DOCUMENTS

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1.0. DESCRIPTION OF SERVICES

1.1. SCOPE OF WORK

The Contractor shall provide all personnel, equipment, tools, materials, vehicles, supervision and other items and services, unless specified in this contract as Government Furnished Property (GFP). Work under this PWS will support the mission of 97th Communications Squadron at Altus Air Force Base by providing highly reliable wired telecommunications and networked voice, video and data services. The Contractor shall perform Operations and Maintenance (O&M) and other services required to ensure the Base Telecommunications System (BTS) is available 24 hours per day, 7 days per week. The BTS consists of the base’s Cisco Unified Communications Manager, session boarder controllers, the outside plant (OSP) and inside plant (ISP) systems, network, transmission systems, and other equipment as described in this PWS which may include other telephone, fiber optic equipment, data switches, etc. The Contractor shall operate and maintain all BTS equipment and systems in accordance with (IAW) the original equipment manufacturer’s technical manuals and specifications, Department of Defense (DoD) and US Air Force (AF) policy and regulations, and applicable federal, state, and local laws and regulations.

Contractor shall maintain Voice over Internet Protocol (VoIP) associated components to include VoIP LAN software, VoIP Patch Panels and VoIP Phones as deployed.

1.1.1. COMPANY & PERSONNEL QUALIFICATIONS

The Contractor is solely responsible for ensuring sufficient personnel are assigned to this contract and all personnel are qualified to perform the requirements listed herein, including those required by the Original Equipment Manufacturers (OEM) requirements to maintain, install, or operate the equipment covered by this contract. The Contractor shall ensure personnel also meet the criterion provided within their technical proposal, (as revised during the discussions process). Overtime premiums are not reimbursed by the Government under the terms of the contract; therefore change in shift or shift premiums/reimbursement shall be negotiated solely between the contractor and its employees IAW applicable labor laws. The following are the minimum personnel who shall be designated as “key personnel.” The Government does not intend to dictate the composition of the ideal team to perform this task order (i.e. if the contractor intends to propose additional labor categories as “key”). The government desires that key personnel be assigned for the duration of the task order.

a. On-Site Engineer (OSE)

b. Linemen (Inside Plant)

c. Linemen (Outside Plant)

Individuals proposed for key personnel positions under this task order are expected to remain dedicated to the task order. Substitutions will not be accepted unless specifically agreed upon and shall be made in accordance with this clause. All proposed substitutions of key personnel must be submitted in writing at least ten (10) days in advance of the proposed substitution and must be sent to the Contracting Officer (CO) and the Contracting Officer Representative (COR). All requests for substitutions must provide a detailed explanation of the circumstances necessitating the proposed substitution(s) and any other information requested by the CO or COR to make a determination as to the appropriateness of the proposed substitution(s). Substitution requests shall clearly identify how the proposed replacement meets or exceeds applicable standards established in the solicitation (i.e. evaluation criteria minimum qualifications), the task order, and any betterment made thereto by the Contractor via its offer. All proposed substitutes must have qualifications at least equal to the person being replaced. The Government will evaluate requests for substitutions and the CO or COR will notify the Contractor of approval or disapproval. The successful Contractor must be or must subcontract a Cisco Gold Partner

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with a Master Specification in Collaboration and must provide a letter of authorization in their submittal.

The Contractor is solely responsible for ensuring sufficient personnel are assigned to this contract and all personnel are qualified and certified to perform the requirements listed herein, including those qualifications and certifications required by the Original Equipment Manufacturer (OEM), to maintain, install, or operate the equipment covered by this contract. The Contractor must provide personnel who meet the following requirements:

• All Personnel assigned to this Contract (except inside/outside plant personnel) must have and maintain a current approved DoDD 8570 IAT Level II Certification. A list of approved certifications can be found at the following location: https://iase.disa.mil/iawip/Pages/iabaseline.aspx

• Key personnel assigned to this Contract (except inside/outside plant linemen) must have and maintain a current SEC+ or CCNA with an emphasis on Cisco Unified Communications.

1.1.2. KEY PERSONNEL LISTING:

Contractor shall provide a key personnel listing and contact information to the Contracting Officer Representative (COR) prior to commencing work and update information on a continual basis as changes occur to ensure it is always current and correct throughout the life of the contract. All personnel shall be proficient in understanding, reading, writing, and speaking the English language. The key personnel list shall list the employees’ names, function they support, and whether they are supporting O&M, work orders, and what percentage of each.

1.1.2.1 INCUMBENT PERSONNEL

The Contractor shall ensure a seamless transition in the transfer of workload from the incumbent contractor by cooperating to the extent required to permit an orderly transition. To ensure the continued success of Altus AFB’s mission, the government highly recommends the recruitment and hiring of incumbent personnel to retain critical knowledge as it relates to the base infrastructure. Transition from award shall not exceed 14 calendar days

1.2. REQUIREMENTS

1.2.1. BASE MISSION REQUIREMENTS

The Contractor may be required to support base mission changes; major or minor BTS infrastructure modifications; and other support requirements necessary for the BTS to meet mission requirements. Base exercises or actual ongoing base security events frequently interrupt missions. Support requirements may originate from technology changes, hardware and software systems upgrade, reconfigurations, new or additional equipment, local area network (LAN) cable installations and upgrade, and Dial Central Office (DCO) reconfigurations. This includes routing/diversity requirements and any other environmental changes that could impact or alter the base BTS.

1.2.2. ACCIDENT/INCIDENT REPORTING & INVESTIGATION:

The Contractor shall record and report all available facts relating to each instance of accidental Government property damage or contractor personnel injury to the COR within 2 hours of the incident.

The Contractor shall secure the scene of any accident and wreckage until released by the accident investigative authority through the Contracting Officer (CO). If the Government elects to conduct an investigation of the incident, the contractor shall cooperate fully with the COR, CO, and other Government investigation personnel until the investigation is completed.

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1.2.3. SUB-CONTRACTOR COMPLIANCE:

The Contractor shall be responsible for ensuring Sub-Contractors satisfy the requirements set forth in the contract. The Contractor shall include a provision in all subcontracts to require Sub-Contractor compliance with terms and conditions of this contract.

1.2.4. BASE CIVIL ENGINEERING WORK CLEARANCE REQUESTS:

The COR shall prepare and coordinate a Base Civil Engineering Work Clearance Request, AF Form 103, prior to any trenching, digging, or manhole/handhole entry. Trenching, excavation, confined spaces entry, confined spaces atmospheric testing/forced air ventilation, and marking and barricading of open trenches are to be performed IAW Occupational Safety and Health Act (OSHA) standards. The Contractor will follow any procedures IAW the Altus AFB local procedures and other provisions of this contract.

1.3. GENERAL INFORMATION:

1.3.1. CONTRACTOR’S QUALITY CONTROL PROGRAM:

The Contractor shall establish, operate, and maintain a highly effective (based on industry standards) and open quality control program for all services provided under this PWS. The Government will rely upon Contractor documentation for all services performed subject to periodic review and validation.

The Contractor shall establish and monitor a customer feedback system for correction of validated complaints and notification of corrective action to customer. The Contractor shall retain Quality Control documentation on site in an orderly manner and make it available for Government review if requested.

1.3.2. SECURITY:

The switch room is a controlled area. The Contractor will adhere to all procedures for the area as specified by the COR. The Contractor is responsible for the area and its security. At the end of each work period, all government facilities, equipment, and materials shall be secured.

1.3.3. FOR OFFICIAL USE ONLY (FOUO) MATERIAL:

If the contractor determines that unauthorized personnel has access to For Official Use Only (FOUO) material, such as the base map or CSIRs, the contractor Site Manager will immediately notify the COR and cooperate fully with any investigation. The Contractor shall comply with DoD 5400-7-R, Chapter 4, DoD Freedom of Information Act (FOIA) Program. This regulation establishes policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material.

1.3.4. LOCAL FILES CHECK (LFC)/NETWORK ADMINISTRATION:

IAW 5352.242-9000, 5352.242-9001, and local security policy/procedures, a LFC may be required for Contractor personnel prior to work start. The LFC is not to be misinterpreted as a security clearance, nor does it form the basis for a security clearance investigation. Contractor personnel shall submit the required documentation to the COR, who will forward to the appropriate office for action. As the base has transitioned to a Voice over Internet Protocol system switch technicians must have access to the call manager via administrative privileges. Administrators for the Cisco Unified Communications Manager (CUCM) must obtain and maintain a minimum of SEC+ the CompTIA.

1.3.5. SAFETY, SECURITY, & ENVIROMENTAL MEETING:

The Contractor shall initially meet with appropriate local safety and health, security, environmental, and civil engineering offices within ten days after start of contract performance to:

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1.3.5.1. Determine any potential problems with the projected work in areas that may contain asbestos, hazardous materials, and hazardous wastes and local procedures to be followed in the event such problems are encountered.

1.3.5.2. Determine local procedures to be followed concerning the use, disposal, or reporting of use of hazardous materials. Material Safety Data Sheets (MSDS) shall be submitted IAW FAR Clause 52.223- 3, “Hazardous Material Identification and Material Safety Data,” for any hazardous materials (paints, solvents, cleaners, encapsulating compound, etc.) to be used in performance of the contract. The MSDS must be on file with the Base Environmental Management Office prior to any use of the hazardous material.

1.3.5.3. Ensure that any required environmental surveys have been accomplished and that any problems identified have been resolved. An environmental survey is required at each site requiring demolition/construction/upgrade before work can begin. The Contractor shall advise the COR immediately upon learning that an environmental survey has not been accomplished. The Contractor shall not begin work until the environmental survey has been accomplished and any problems identified have been resolved.

1.3.5.4. Determine any site-specific security requirements and ensure compliance by all personnel.

1.3.5.5. All contractor employees will be required to complete Air Force provided initial Environmental Management Systems (EMS) awareness level training within 90 days of contract award or with a new contract employee beginning work on the Air Force Installation and the appropriate documentation of training completion to be provided by the contractor to the COR office.

1.3.5.6. Traffic Laws: The Contractor shall comply with base traffic regulations.

1.3.5.7. Weapons Firearms and Ammunition: Contractor employees are prohibited from possessing weapons, firearms, or ammunition on themselves or within their Contractor- owned vehicle or privately owned vehicle while on Altus AFB.

1.3.5.8. SF 85P Questionnaire for Public Trust Positions: The U.S. Government conducts background investigations and reinvestigations to establish that applicants or incumbents either employed by the Government or working for the Government under contract, are suitable for the job and/or eligible for a public trust or sensitive position. Information from this form is used primarily as the basis for this investigation. Contractor employees will be required to pass a favorable SF 85P investigation in order to perform work under this contract; employees that do not meet this requirement must be replaced. Contract employees will complete this form only after a conditional offer of employment has been made to the Contractor’s company.

1.3.6. IP-SECURITY CLAUSE:

1.3.6.1. Pass and Identification Items: The Contractor shall ensure the following pass and identification items required for contract performance are obtained for employees and non-government owned vehicles requiring access to Altus AFB to perform contract requirements:

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1.3.6.2. The Contractor is responsible for providing information to assist in completing background checks for those employees requiring access to Altus AFB. This information shall consist of, but not limited to, the following: full name to include first, middle, and last, social security number, date of birth, address, driver’s license number and state of issue, number of years resident of the State of Oklahoma and Jackson County. This information will be protected under the procedures listed under the Privacy Act of 1974. A background check must be completed prior to unescorted access. Those contractor employees whose background checks reveal adverse criminal history may be denied access to Altus AFB.

1.3.6.3. The Contractor is responsible for tracking and retrieving badges from employees upon separation, termination and/or completion of business on Altus AFB, Oklahoma. Badges from employees no longer working on the contract must be turned in to the Contracting office within 30 days of leaving.

1.3.6.4. Businesses may lose base pass privileges if they fail to control use of the badges or do not return them upon completion of use. Excessive abuse may result in termination or a decision not to exercise option periods for this contract. Employees who abuse their badge privileges by attempting base access beyond the dates, times, locations or specified work and other limitations may be subject to revocation of base access.

Remainder of Page Left Blank

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2.0. OPERATIONS & MAINTENANCE (O&M):

Overall responsibility to properly operate and maintain the BTS shall rest with contractor as described by the maintenance support plan (MSP) and shall be performed IAW the OEM’s recommended procedures.

Failure to properly operate and maintain the specified systems may result in reduction in payment, or rejection of invoices, or other remedy to reflect payment for reduced services received IAW FAR 52.246- 4 and/or 52.246-6. The Contractor shall provide all personnel, equipment, tools, labor and any other items and services necessary to perform O&M of the BTS.

2.1. O&M ACTIONS

O&M actions include all actions taken by the contractor to operate and maintain equipment and systems in a serviceable condition or to restore it to a serviceable condition to include purchasing of commercially available parts, inspection, periodic testing, adjustment, and repair. The Contractor shall not postpone or otherwise delay O&M efforts to accomplish work orders. The Contractor is responsible for completing both O&M and work orders simultaneously to ensure contractual timelines are met for both. O&M is paid for on monthly basis and includes, but is not limited to:

2.1.1. O&M ACTIONS GENERAL:

The table below reflects most of the duties required by the O&M contractor and are included in the monthly O&M fee.

O&M Duties & Responsibilities End Instruments Operations & Maintenance Outside Plant Manhole/Handhole Operations & Maintenance

Telephone Moves Manhole/Handhole is Free of Debris Telephone Adds (When GFE is provided) Copper & Fiber Cables are tagged

Telephone Disconnects Cabling is dressed and where applicable hooks/holders are used Telephone Programming & Labeling Cable Locating & Marking

Removal/move of patch cord ID duct system reaching saturation point Removal of 66 Block cross connects Cisco Unified Communications Manager/VG350/MDF/E911

Update of End Instrument Firmware Alarms/Logs/Upgrades/Patching Update CAIRS Voice Mail Mx

Update Cisco Unified Communications Manager Voice Box Setup/Reset Train User Automatic Call Distribution Lists

Inside Plant/Communications Rooms/Racks/Cabinets Cables are dressed & neat Cable Condition Check Abandoned cables are removed

Labeling at RJ 45 Patch Panel Cable management is present Labeling at Room RJ45 Jacks RJ 45 Panels are labeled

Cabling is dressed and neat Fiber Optic Panel are labeled Cable management is present Cable coming into the facility is tagged

RJ 45 Panels are labeled Maintenance loop is bound and mounted Fiber Optic Panel are labeled Rack/Cabinet/Cable Grounded

Cable coming into the facility is tagged Facility is clean & free of dust Maintenance loop is bound and mounted Circuit Setup & Extending

Rack/Cabinet/Cable Grounded Circuit Troubleshooting Unused Patch Cabling/66 Blocks Removed Unused Patch Cabling is Removed

Abandoned Cables/removed; wiring cut above ceiling Labeling of specialty circuits cabling CSIR Drawings Reflect CR & Rack Equipment CAIRS/ALI/ANI Updates

Trouble Desk Support

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2.1.2. CUCM/SESSION BOARDER CONTROLLERS/VEBRA/INFORMCAST & OTHER

CIRCUIT EQUIPMENT O&M:

The Contractor shall operate and maintain the system(s) as described in this PWS. The Government will measure the acceptable standard performance level by determining the total systems availability (up time) and reliability rating (within the contractor’s control) during any given month. The system reliability rate of .9999 shall be maintained throughout the period of the contract. All equipment or services installed by the contractor shall automatically become part of the O&M services. The Contractor will deliver telephony/long haul expertise and configuration in regards to the VoIP system and associated components.

2.1.2.1 LOCAL SESSION CONTROLLER JOINT INTEROPERABILITY TEST COMMAND

CONFIGURATION

The Contractor shall provide complete Operation and Maintenance (O&M) on the Local Session Controller (LSC) and all peripheral equipment to include any and all security requirements. The Contractor shall ensure that all equipment or services installed, maintained or performed are conducted in accordance with (IAW) the current Joint Interoperability Test Command (JITC) and Military or DoD (Department of Defense) specific Original Equipment Manufacturer (OEM) documentation, unless specified by the Government. The Government has final authority over the deployment and configurations of telephony and telephony supporting equipment and services. The Contractor shall inform the Government of any changes to the JITC configuration, Interoperability (IO) tests or the Department of Defense Information Network (DoDIN) Approved Products List (APL) pertaining to all systems apart of the telephony network within 3 business days of new documentation being released.

2.1.2.2 TELECOMMUNICATIONS MANAGEMENT

The Contractor is required to keep the Telecommunications Management System (TMS); Configuration Accounting Information Retrieval System (CAIRS) up to date and accurate regardless if changes are made dynamically or statically. The Contractor shall be responsible to ensure all moves, additons and changes are updated or verified for accuracy within 1 business day of the work being completed. The Contractor will be required to verify and update a minimum of 100 Government approved CAIRS records per month in order to ensure the accuracy of location information as it pertains to the telephony environment. The Contractor must keep a record of verified stations throughout the Period of Performance (PoP) of the Contract, under no circumstance should the accuracy of the CAIRS records be below 90%.

2.1.2.3 LOCAL SESSION CONTROLLER DATABASE

The Contractor is required to keep the Local Session Controller (LSC) database updated, organized and accurate. The Contractor will be required to develop a standardized naming or labeling convention with the Government after contract award that will be used in all configurations. The Contractor will ensure that all adds, move, or changes are accurately depicted in the LSC database to ensure seamless turnover of the Governments databases. Under no circumstance should the LSC database contain configurations or programming for excess or removed equipment, upon the Governments request the Contractor must produce an accurate report of the current subscriber and trunk counts by type within 1 business day of the report being requested.

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2.1.2.4 LOCAL SESSION CONTROLLER SECURITY TECHNICAL IMPLEMENTATION

GUIDELINES

The Contractor shall provide complete Operation and Maintenance (O&M) on the Local Session Controller (LSC) and all peripheral equipment to include all security requirements. The Contractor is required to ensure that all systems, devices and services are conducted in accordance with (IAW) the Defense Integrated Systems Agency (DISA) Security Technical Implementation Guidelines (STIG).

2.1.2.5 GOVERNMENT RIGHTS

The Government reserves the right to solicit third parties to perform upgrades, patches, redesigns, expansions, system removal and all other aspects pertaining to the telephony and transport environment.

The Government reserves the right to leverage these services in lieu of the Contractor’s provided services and any cost associated to those services.

2.1.3. PERFORM ISP & OSP O&M:

Contractor shall maintain ISP and OSP cable and equipment IAW applicable documents listed in this PWS. O&M for ISP and OSP includes identifying and repairing cabling malfunctions, testing of cabling when requested by the government (testing for FOC will include optical time-domain reflectometer (ODTR) and power meter testing at both ends) and verification of cable labeling. All work and testing shall be performed in accordance with the Unified Facilities Criteria (UFC) UFC-3-580-1.

2.1.4. PREVENTIVE MAINTENANCE INSPECTIONS (PMIs):

Contractor shall perform PMIs as required on all systems covered by this contract IAW OEM recommended or established schedules and/or manuals. Contractor shall elevate any problems and identify any trends to the COR in writing within one business day. Contractor shall correct deficiencies as directed by the COR.

2.1.5. CABLE LOCATES/MARKING:

The Contractor shall locate, stake, and mark cable of encased or direct buried conduits/cable when requested. Marking shall be within three feet of the actual location at ten-foot intervals and at direction changes. The marking shall begin two feet from the point of entry into the work area and shall continue two feet past the point of exit from the work area. Contractor shall complete location, staking and marking within the specified time listed below from the time the COR advises the contractor of the requirement unless additional time is permitted by the COR. The Contractor shall document time extensions in writing, which includes the signatures of the COR. The COR will have final decision authority when assessing emergency trouble calls and changing the status from emergency to routine. Emergency: Complete within two hours of notification. Routine: Complete within three business days of notification.

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2.1.6. WORK ORDERS & TROUBLE TICKETS UNDER O&M (ZERO COST/PART OF

MONTHLY MX):

The Contractor is responsible for accepting, documenting and processing all telephone trouble tickets for Altus AFB from 0730-1630 hours, Monday thru Friday. The Contractor will interface with the customer over the phone and are required to document telephone trouble tickets using CAIRS. The Contractor shall also forward their telephone line to the Communications Focal Point standby phone for after-duty or weekend hour notification. Contractor shall be responsible as part of O&M to process installs, relocations, and deactivation of telephone (instruments GFE, numbers and lines) under the trouble ticket system.

Installs/relocations/deactivations will include update of CAIRS, cross-connects and update of circuit records as defined by this PWS.

2.1.7. SYSTEM CROSS-CONNECT AND DISCONNECT SERVICES:

Contractor shall perform system cross-connect and disconnect services. All cross-connects and disconnects, which are required or incidental to the performance of O&M actions (including those outside of the DCO), shall be included as part of the O&M service. Cross-connects and disconnect services, which are associated establishment of new services, shall be ordered separately.

2.1.8. CONFIGURATION, ACCOUNTING INFORMATION RETRIEVAL SYSTEM (CAIRS):

The Contractor shall operate and maintain CAIRS. This includes storage and output of records and formatting of the switching system. The Contractor is responsible for input, manipulation, or analysis of data. Hardware is serviced under a government contract other than BTS.

2.1.9. VOICE MAIL:

The Contractor shall provide voice mail O&M. This includes but is not limited to: management and administration of system network table and networking plan for multiple systems, additions, deletions and modifications to user’s mailbox, password resets, distribution list, holiday schedule tables, and daylight savings time. Functions also include diagnostic, maintenance on current software applications.

2.1.10. CONTRACTOR SUPPORT FOR VENDORS/ENGINEERING & INSTALLATION:

Contractor shall provide technical support to include an interchange of information on technical parameters and capabilities of the BTS; location and identification of building terminals and communication rooms; and verification of cable record information. The Contractor shall review program or project drawings and provide comments concerning communications requirements within ten business days from receipt when requested by the COR. The Contractor shall participate in designated design review meetings identified by the COR.

2.2. SYSTEM AND SERVICE OUTAGES (O&M)

2.2.1. CONTRACTOR AVAILABILITY:

Contractor shall respond in case of emergencies, outages, alerts and exercises, twenty four hours a day, 365 days per year. If contacted, the contractor shall report for duty within 2 hours and provide services as necessary until the emergency, alert, or exercise is completed. Duty hours will be from 0730-1630 hours. Altus AFB Telephone office will be closed on all federal holidays. Emergency working hours will be handled by the COR. The COR will have final decision authority when assessing emergency trouble calls and changing the status from emergency to routine.

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2.2.2. SCHEDULED OUTAGES:

Contractor shall identify, coordinate, and schedule service outages with the COR at least 3 business days before the outage. The Contractor shall schedule such outages to minimize inconvenience to users. This may require working outside of normal duty hours. The user must release all affected equipment and circuits prior to any service disruption. The Contractor shall follow local procedures for scheduling and implementing scheduled outages.

2.2.3. OUTAGE RESTORATION/TROUBLE CALLS/TICKETS:

When multiple outage occur the COR will assign the category of the outage/trouble and establish the repair priority. The Contractor shall respond on site and initiate repair actions within the time period listed below. The Contractor shall restore services in the priority order determined by the COR. The Contractor shall continue to work on repair actions until service is restored. The Contractor shall work closely with the COR on all service or system outages, trouble calls/tickets and notify the COR when service is restored, providing the time service was restored and a description of repair action. The Contractor shall determine if outage is attributable to the BTS or other causes. The Contractor shall immediately notify the COR if the malfunction is determined to be due to other causes (outside the contractor-maintained system and/or equipment). Outage/trouble call categories are further defined as:

Routine Outage Contractor shall respond on-site within twenty-four hours and restore service as soon as possible. Expedition of parts and/or labor is not required. Restoration time shall be established and documented.

Any other outage(s) not included in the above categories. Includes standard trouble cords from users to tThe Contractor via 7000 option 1

Priority Outage Contractor shall respond on-site within six hours and restore service as soon as possible, but shall not exceed one work day. Expedition of parts or labor may be required at no additional charge.

Loss of over 25% or more of total call handling capability of any communications system Major alarm of any switching system identified in Appendix 5.2 Total loss of telephone service within a building IAW RPL or COR guidance Loss of LAN connectivity affecting 15-99 users

Emergency Outage Contractor shall respond on-site within two hours and restore service within eight hours unless otherwise approved by the COR in writing.

Expedition of parts and/or labor is required at no additional charge. If an outage/trouble significantly affects a mission, the COR may declare the outage as Emergency.

Loss of over 75% or more of total call handling capability of any communications system or Loss of any Primary or Secondary Crash System or any portion thereof Failure of one or more circuits listed in the Base RPL or loss of LAN connectivity affecting 100 or more users Affects security or emergency operations, including Emergency Operations Center (EOC); as well as those affecting safety

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3.0. BTS WORK CENTER RECORDS:

The Contractor shall establish and maintain BTS work center records. Inherent with today’s technology records are often stored within the systems (CUCM, CAIRS, Vebra, etc.) operated and maintained by the contractor. The production of records inherent to these systems can be called for by the COR at any time and the contractor should produce said records within three days of the request. Above and beyond these records the contractor will maintain the record sets listed below. These records will be available for review by COR or designated members within the communications squadron. Contractor shall update work center records within two duty days after completion of the associated task(s) unless specified differently within this section. All BTS records and documents established and maintained by the contractor are Government property and shall remain at the site and turned over to the COR for disposition upon contract completion.

All hard copy records in completion status with/without signatures will be maintained by the contractor.

All records shall be available for review by the COR, CSO, CO, and other authorized personnel at any time, to include when key contractor personnel are away from the office. Contractor shall make provisions for Government access to databases, servers, media or other documentation. The Contractor shall update all errors found or identified during review of the work center records. Contractor shall develop, update and/or maintain accurate, complete, and readable work center records as listed below:

3.1. OUTSIDE PLANT:

Contractor shall produce, update, and post changes to drawings, plant records or documents using Government provided forms, software and web browser applications. Contractor shall load, edit, update and maintain CSIR information, for the outside plant, in the CVC database IAW CVC user guide and T.O

33. Contractor shall transfer to the CVC database all pertinent outside plant communications container field drawing (CFD) information from administrative and maintenance CSIR, legacy CSIRs, work orders, inspection reports, as-built and as-installed marked-up drawings, and GPS services produced as a result of the contractor’s operations. Contractor will use the CVC Viewer/Editor to update the CVC by opening and utilizing Live Direct Edit Sessions. During the edit session the contractor will update CVC with as-built information or with information transcribed from shape files created or produced in accordance with Appendix 5.8. When the update is completed, the contractor will close the session and notify the CSIR Manager the session edit is ready to be approved. The CSIR Manager will review The Contractor’s edit session and Quality Control (QC) approve or reject each Contractor’s Live Direct Session Edit by inspecting each feature added or modified during the lived direct edit session. The CSIR Manager will notify the contractor of each feature that was rejected during the quality control approval process in order for the contractor to take corrective action.

3.2. INSIDE PLANT:

The Contractor shall maintain Inside Plant Drawing records in Microsoft Visio format as directed by the CSIR Manager and begin transitioning ISP drawings to CIPS 5.0 ISP module. Contractor will annually verify these drawings by surveying the locations and accuracy of drawings. Contractor shall transfer to inside plant drawing records all pertinent inside plant information. The Contractor shall provide correct, manually annotated paper copies of changes to the inside plant in addition to the electronic drawing files.

The Contractor shall not produce new electronic files unless no file exists. In cases when no electronic file exists, the contractor shall produce a new drawing IAW the CSIR Manager’s selected format for ISP permanent drawing records. The Contractor shall insure any changes/additions made to a record drawing will also be made to any associated drawings; for example, if a floor plan has changes, the changes shall also be posted to the equipment data list/face equipment diagram as applicable.

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3.3. FIBER OPTIC CABLE INSTALL/REPAIR READINGS:

Contractor shall furnish a cable installation/repair test results report to the COR within five business days after the installation or repair. The report shall be provided by electronic transmission. The Contractor shall identify all acronyms, codes, abbreviations, signs and symbols and retain the same format for all subsequent submissions. Graphic and pictorial may be used to illustrate. The report shall, at a minimum, contain the purpose of test/inspection; complete identification of item tested/inspected and test equipment used; complete description of the physical set-up (e.g., item, facility, and equipment used); complete description of procedures used; copy of results/analysis; actual recorded data conclusions and recommendations; and authentication of results and acceptability. The Contractor shall update CVC with information resulting from installation or repair. Fiber Optic Cable testing will include both an OTDR test and a power meter test on both ends. Additionally, CAIRS database will be updated with the appropriate information.

3.4. WORK ORDERS:

Work Order Records, Including Warranty Records - Contractor shall provide service order reports upon request. Contractor shall produce and maintain work order records throughout the performance of this contract. The Contractor shall update work center records within two business days after completion of a new task or work order. All physical records shall be retained and be available locally (on-base) for review or use by the CSO, CA, and COR. The Contractor shall maintain or produce all work center records that are affected by the work order effort.

3.5. TROUBLE TICKETS:

Contractor shall use CAIRS system to document and maintain all trouble calls received. As much information as possible will be contained within the ticket to include a description of the problem, point of contact at the unit, building number, technician dispatched, and how the problem was remedied.

3.6. CONTRACTOR-FURNISHED HAZARDOUS MATERIAL

Contractor shall provide this report when bringing or using hazardous material on Government facilities.

Contractor shall provide the COR with this report electronically not later than 30 calendar days after contract award and quarterly thereafter (December, March, June, and September). The report shall consist of the following:

Section 1, General Information. Contract number; contract performance period; Contractor's name;

date of report; name and phone number of on-base Contractor point of contact; emergency phone number; and address or physical location of the contractor’s on-base field office.

Section 2, Product Information Product nomenclature; product trade name; product part number;

manufacturer’s name and address; physical location(s) of on-base usage and storage; description of how product is used; justification for use.

Section 3, Usage/Storage Amount Unit of measure (e.g., gallons, quarts, pints, fluid ounces, pounds, other (specify); amount brought on installation; amount used during reporting period; amount stored; amount removed; and signature of responsible Contractor

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3.7. QUALITY CONTROL PLAN

Contractor shall develop and maintain a highly effective QCP for all services provided under this PWS.

The QCP shall be delivered to the COR and the CO, electronic format acceptable, within 30 calendar days of contract award. The QCP shall remain in effect during the term of the contract (including any exercised option periods). Contractor shall retain the QCP on site and make it available for Government review upon request. Contractor shall provide any changes to the QCP to the CO at least ten days prior to implementation for review and approval. The Contractor’s Quality Control Plan (QCP) shall reflect depot-level Contractor logistic support, centralized maintenance and remote monitoring from the I-NOSC.

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4.0. Work Orders:

Simply put work orders are paid for and trouble tickets are not. A work order includes work outside the O&M portion of this PWS. Work orders are produced by the COR for specific work to be accomplished based on the negotiated CLINs/SLINs/PIDs. The COR is authorized to place work orders directly with the contractor for all CLINs/SLINs

4.1. WORK ORDER PROCEDURES:

4.1.1. The COR will prepare work orders for pre-priced items using CAIRS and DD Form 1367, Commercial Communications Work Order or equivalent form. If necessary, the contractor shall walk through the proposed work site to ensure understanding of the work to be performed, See FAR 52.236-2 (Site Investigation). This is not the same as a technical solution. The Contractor may be accompanied by Government personnel. Authorization to deviate from pre-priced (competed) PID items requires appropriate justification, price support (See FAR 15.4) and Contracting Officer or COR approval.

4.1.2. All work orders issued hereunder are subject to the terms and conditions of the contract. In the event of conflict with any work order, the contract will take precedence. Refer any disputes concerning work orders to the COR within 24 hours, or two hours for emergencies. In the case of misunderstanding or concern, the contractor does not have the right to reject work orders. Should a dispute occur, the contractor shall continue work while elevating to the CO for direction/resolution.

4.1.3. Work orders will normally be accomplished during normal duty hours; however, occasions may arise that require work to be accomplished outside of these hours with approval from the CO or COR.

The Contractor shall be responsible for covering such situations with adequate personnel and completing the work within the stipulated time; overtime premiums are not authorized to the contractor. Premium pay per appropriate labor law is included within the pre-priced items for work orders.

4.2. WORK ORDER CLASSIFICATIONS:

The COR will classify work orders as routine, priority, or emergency. The COR is authorized to reclassify/reprioritize work orders without cost before work commences. The Contractor shall comply with the time limits listed below from the time of receipt of the work order. However, exceptions to time limits may be allowed, with the written approval of the COR or CO, with appropriate justification. Failure to obtain materials due to supplier delay is not typically considered an adequate reason for an extension.

All cable cut repairs shall be classified as emergency unless determined otherwise by the COR.

Work Order Precedence Time Limit Comment Routine 10 Duty Days Large work orders will identify date of completion Priority 3 Duty Days Emergency 2hr Response Material and/or labor expedition may be required and additional payment is authorized if required, and approved by the COR or CO. Initial notification may be provided to the contractor verbally, with written request following. The Contractor will keep the COR apprised of emergency work order status.

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4.3. REQUIRED INFORMATION ON WORK ORDERS:

Work orders placed under the contract will contain the following information, consistent with the contract terms:

Date of preparation Contract number, Task Order number, and work order number.

CLIN/SLIN, description, quantity ordered, building number, room number, contract unit and extended prices, as well as total Not To Exceed (NTE) price The work order priority and established completion time.

Changes to work orders, as permitted by the terms within this PWS, shall reflect mutual agreement by attaching supporting documentation; signatures of the COR and Contractor; and dates of signatures.

When complete, a stamp or other text block indicating customer acceptance, contractor initials and dates of completion for work and applicable work center records.

Any other pertinent information.

Include the statement “Invoice Work Order Against Funding SLIN _____” prior to work order approval

(do not use “x” placeholders, e.g. x011AA on work orders)

4.4. UNIQUE WORK ORDERS:

The blending of technology has blurred the lines of what is traditionally telecommunications. More often than not the requirements overlap and are dependent upon each other. To accommodate the needs of the base customer’s the contract contains a number of unique work order CLINS. The Contractor will work with the COR to ensure valid use of these CLINS. These include but are not limited to CLINS for grounding, electric work for communications equipment, building public address (intercom), audio/video and camera design, installation, and maintenance, shelter procurement and startup work, antenna and tower work, HVAC work, plumbing work, flooring work, general construction/repair. Outlined below is further information on the CLINS and how they will be utilized.

4.4.1. REMOVAL OF DROPS WORK ORDERS:

These work orders will be time based work orders. To the max extent possible abandoned cabling will be removed from above ceilings. The Contractor will work with the COR on areas that cannot be reached.

Ideally, from the jack location cabling will be cut above the ceiling where it protrudes from the wall and pulled completely back and removed from the patch panel. Given old wiring standards this may not be feasible. All cabling removed will be disposed of by the contractor IAW all base disposal regulations.

4.4.2. AUDIO/VISUAL/CAMERAS/CLASSROOMS/INTERCOM WORK ORDERS:

These work orders will include the design, implementation and maintenance of the specified area. Work orders may be part of a rewire or include inside plant work by the vendor. Sub-contractors will be used to perform the technical work as prescribed by the design. The government will process the Tririga Work Request for CES approval.

4.4.3. SHELTER WORK ORDERS:

Inherent to the base network and outside plant are Fibrebond™ shelters. These prefabricated facilities are designed and purchased for housing network and outside plant point of presence on the base. Shelters currently exist at all the major fiber optic outside plant areas. In the event an additional shelter is needed the work order will include purchase and installation of the shelter to include all additional work necessary to make the shelter operational to include but not limited to electrical, fencing, and ground work. The Government will process the Tririga Work Request for CES approval.

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4.4.4. ANTENNA/TOWER AND GIANT VOICE WORK ORDERS:

These work orders will include design, installation and maintenance of antennas and cabling used for radio transmission and receiving. Giant Voice work orders will include annual preventive maintenance inspections and troubleshooting any malfunctions. The government will process the Tririga Work request for CES approval when required.

4.4.5. CUSTOM BUILT NETWORK CABINETS WORK ORDERS:

These work orders will entail the construction of cabinets around network equipment where space is limited due to age/use of facilities. The government will process the Tririga Work Request for CES approval and installation of hasp and lock.

4.4.6. ELECTRICAL WORK:

These work orders will entail the use of a licensed electrician to install both grounding/outlets/lighting for communication. The government will process the Tririga Work Request for CES approval.

4.4.7. GENERAL CONSTRUCTION WORK ORDERS:

These work orders will entail the use of a general contractor to install/repair/remove/relocate drywall, drop ceilings, flooring, HVAC, plumbing for communications installations. The government will process the Tririga Work Request for CES approval.

4.5. SUBMITTAL OF COMPLETED WORK ORDERS:

The Contractor shall provide copies of all completed work orders issued under this contract to the COR by dropping them into a designated box within two business days of completion. Completed work orders shall have the date of completion of the work, the completion date of applicable deliverables, customer and contractor initials. If a work order or trouble ticket needs to be transferred over to a technician other than the BTS contractor, the BTS contractor will ensure a note identifying what was done and why it needed to be turned over.

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4.6. INSPECITION, MAINTENANCE & CORRECTION PROCEDURES:

The Contractor shall inspect each item designated in the work order, and correct any discrepancies before the job is considered complete.

Item Activity Cabling (Inside & Outside Plant) All cables will be identified and tagged. At each splice, tags will be placed on each side of the splice identifying each cable. In manholes with pull through cables, each cable will be identified with a tag. Note: CAT6 in house cabling will not requiring tagging but labeling at the patch panel and jack must be present.

All cables will be “dressed” tie wrapped and neat. Cable supports, J hooks, and cable ladders will be utilized to the greatest extent possible

All unused cabling to include cross…