ATTACHMENT_1_PERFORMANCE_BASED_WORK_STATEMENT_(Revision__2).pdf

Solicitation No.: FA4830-13-R-0003 Contract No.: FA4830-13 Contract Title: Operations and Maintenance Services of the Base Telecommunications System

23D COMMUNICATIONS SQUADRON

PERFORMANCE WORK STATEMENT

OPERATIONS AND MAINTENANCE

BASE TELECOMMUNICATIONS SYSTEMS

14 May 2013 Revision 1 – 30 Aug 2013

23d Contracting Squadron Moody AFB GA

TABLE OF CONTENTS

SECTION TITLE

1 DESCRIPTION OF SERVICES.

2 SERVICES SUMMARY (SS).

3 GOVERNMENT-FURNISHED EQUIPMENT, FACILITY

PROPERTY AND/OR SERVICES.

4 GENERAL INFORMATION.

5 APPENDICES.

5.1 Workload Estimates

5.2 Items to be maintained by the Contractor

5.3 Glossary and Acronyms

5.4 Voice Switching Systems Sustainment

5.5 Traffic Measurement and Analysis Terminology

5.6 Applicable Documents

5.7 Instructions for submittals of changes to CSIRS

5.8 Reserved

5.9 Global-Positioning Service Documents

1.0. DESCRIPTION OF SERVICES.

1.1. Contractor shall provide all personnel, equipment, tools, materials, vehicles, supervision and other items and services non-personal necessary to provide highly reliable tele-communications and networked voice, video and data services, unless specified in this contract, as Government-furnished property (GFP) to support the mission of the 23d Wing at Moody Air Force Base, GA.

1.1.1. Contractor shall perform monthly Operations and Maintenance (O&M) services and other services required to ensure the Base Telecommunications System (BTS) is available twenty-four (24) hours per day, seven (7) days per week. The BTS consists of the 1) base telephone system switch, 2) the outside plant (OSP) and inside plant systems, and 3) all associated equipment described in Appendix 5.2. Contractor must operate and maintain all BTS equipment and systems in accordance with (IAW) publications in Appendix 5.6.

1.2. System Requirements.

1.2.1. Base Mission Requirements. Contractor will 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. Missions are frequently interrupted by base exercises or actual ongoing base security events. 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. Contractor shall be required to install telecommunications wiring in dormitories, military family housing, visiting airmen’s and officers’ quarters, temporary lodging facilities, other communications systems and devices, etc., as directed by the Contracting Officer (CO) or Contracting Officer Representative (COR).

1.3. Monthly Maintenance. Overall responsibility to properly maintain and operate the BTS shall rest with the Contractor as described by the maintenance support plan (see paragraph 1.3.13.1) and be performed IAW Government provided manuals or industry standards (if manuals are not provided). Monthly maintenance is all actions taken by Contractor to maintain equipment and systems in a serviceable condition or to restore it to a serviceable condition, to include inspection, periodic testing, adjustment, and repair. The effort includes the replacement of defective circuit packs and Customer Premise Equipment (CPE), and preventive maintenance IAW applicable publications and other routine work to optimize the life expectancy of the equipment and cable systems. Monthly maintenance efforts shall not be postponed or otherwise delayed to accomplish work orders discussed in section 1.4.

1.3.1. Telephone Switch System O&M. The Contractor shall operate and maintain the system(s) identified in Appendix 5.2 to include Voice over Internet Protocol (VoIP) and associated components (i.e. communications manager, unified messaging, unified contact center, etc.) as part of the BTS. This includes all required database administration such as (but is not limited to): management; administration and maintenance; performing software functions (i.e.

number reclamation) and translations for any trunk, circuit or line configurations required by on-base systems or users; provisioning trunks, circuits or lines on VoIP Time Domain Multiplexing (TDM) gateways; apply information assurance configurations (i.e. upgrades and patches);

activation and assigning features; data administration, to include installation, relocation, and/or removal of circuits, lines and phones; trouble assistance; and, records administration. Contract technician(s) shall be trained and proficient in the subject matter described at the expense of the Contractor. Government will provide training in any case where new implemented technology represents a significant departure from existing technology. The contractor’s demarcation for VoIP shall not extend beyond the first Ethernet port connection of the assigned base network but shall retain responsibility for the end instrument. The contractor will not be responsible for base network equipment (i.e. information transfer node (ITN), LAN switches, etc). Acceptable standard performance level shall be measured by a determination of the total systems availability (up time) and reliability rating during any given month. A period of thirty (30) minutes down time shall not be exceeded during any one (1) month period. All equipment or services completed by Contractor shall become, automatically, part of the monthly maintenance services.

1.3.1.1. System Backup. Contractor shall perform disk, cartridge, or tape backup of the switching system(s) memory within twenty-four (24) hours of database changes. When no database changes have occurred over a seven (7) day period, Contractor shall perform switching system backup (Office IMAGE).

1.3.1.2. System/Data Administration. Contractor shall perform system/data administration on all equipment and software associated with the Telephone Switch System as specified in Appendix 5.2.

1.3.1.3. System Software Functions and Translations. Contractor shall perform software functions and translations for any trunk or circuit configurations required by on-base systems or users; perform adds, moves, changes, deletions, and query of a circuit or system data; and provide directory assistance information, service orders, trouble assistance, records administration, and billing as a function of switch operations.

1.3.2. Automatic Call Distribution (ACD) System. The Contractor shall provide O&M for the ACD systems installed under the VoIP and operator consolidation (see Appendix 5.2). O&M includes all required database administration such as (but is not limited to): adds, moves, changes, and deletions; reconfiguration; blocking/busying out trunks; configuring and modifying call scripts and routing; monitoring system operations; system diagnostics; system backup;

updating firmware; apply information assurance configurations (i.e. upgrades and patches);

initiating least cost routing; and updating the dial plan. The contractor will not be responsible for recording call scripts.

1.3.3. Perform Inside and OSP Maintenance. Contractor shall maintain inside and OSP cable and equipment as identified in Appendix 5.2. and IAW applicable documents listed in Appendix 5.6.

1.3.4. Preventive Maintenance Inspections (PMIs). Contractor shall perform PMIs as required on all switching and power systems IAW manufacturer-recommended or established schedules and/or manuals. Electrical characteristics tests shall be conducted on the outside cable plant cables. Contractor shall elevate any problems and identify any trends to the COR in writing.

1.3.4.1. PMI Switch Power Test. Contractor shall perform scheduled PMI tests of the telephone switch backup power system. PMIs shall test and document the power systems identified in Appendix 5.2. Each power system shall be tested IAW manufacturer’s specifications.

1.3.4.2. PMI Spare Conductor Test. Contractor shall perform a scheduled PMI test of the spare conductors. PMIs shall test and document at least two selected, out-of service pair (one low and one high numbered pair) in each 25-pair group of every cable terminating in the DCO.

These PMI tests are to be accomplished quarterly. Test results shall be documented, and a copy provided to the COR.

1.3.4.3. PMI Manholes. Contractor shall inspect at least five (5) COR-accepted manholes per month. If the Contractor is working in a manhole that is not scheduled for a PMI in that month, Contractor must still correct any discrepancies before the job is considered complete. This manhole will be counted in that month’s PMI schedule. Each manhole will be inspected for the following discrepancies and corrected:

1.3.4.3.1. 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.

1.3.4.3.2. All cables will be racked to the manhole cable supports.

1.3.4.3.3. Update the CIPS Visualization Component (CVC) database indicating the correct location for the manhole and record all descriptive information for splices, cables, ducts, and other communication features in the manhole.

1.3.4.3.4. All vacant ducts will be sealed; ducts with cables installed will be sealed also.

1.3.4.3.5. All manholes will be cleaned of mud, water, and any other debris prior to any maintenance/work performed.

1.3.4.3.6. AF IMT Form 1024 (Confined Space Entry Permit) must be turned into the COR after each inspection.

1.3.4.4. PMI Building Copper and Fiber Optic Entry Terminals. Contractor shall inspect at least two (2) terminals per month. Contractor shall inform the COR upon the completion of each inspection. Each terminal will be inspected for the following discrepancies and corrected:

1.3.4.4.1. Verify the correct building terminal number and cable count.

1.3.4.4.2. Ensure cable is properly clamped to the wall and entrance conduits are sealed.

1.3.4.4.3. Ensure cable is tagged correctly.

1.3.4.4.4. Verify all working numbers in the facility and remove any unused numbers.

1.3.4.4.5. Remove all unused cross-connects in the building terminal.

1.3.4.4.6. Ensure that building terminal is properly secured to the wall and is clean.

1.3.4.4.7. Update the CVC database, indicating the location of the building terminals and record all descriptive information for the building terminals

1.3.4.5. PMI Distribution Pedestal Terminals. Contractor shall inspect at least two (2) distribution pedestal terminals per month. Contractor shall inform COR upon completion of each inspection. Each terminal will be inspected for the following discrepancies and corrected:

1.3.4.5.1. Evaluate condition of Distribution Pedestal terminal.

1.3.4.5.2. Identify and tag each cable in the terminal if not already tagged.

1.3.4.5.3. Ensure the cable is grounded to a ground rod.

1.3.4.5.4. Inspect condition of cable and cable pairs for dry rot, exposed conductors, and any damage by rodents.

1.3.4.5.5. Ensure that terminal is correctly installed.

1.3.4.5.6. Verify all working numbers and remove any unused.

1.3.4.5.7. Remove all unused cross-connects in the terminal.

1.3.4.5.8. Update the CVC database, indicating the correct location of the distribution pedestal terminals and record all descriptive information for the distribution pedestal terminals

1.3.5. Outages.

1.3.5.1. Outages Restoration. If multiple facilities, areas, primary trunks, or cables are impacted, the COR will assign the category of the outage and establish the repair priority.

Contractor shall respond on site and initiate repair actions within the specified time listed below, from the time the COR advises the Contractor of the problem. Contractor shall restore services in the priority order determined by the COR, and the Restoration Priority List (RPL) (provided to the contractor after award and may be updated through contract performance by the Government) shall apply in the absence of the COR. Contractor shall continue to work on repair actions until service is restored based on priority. Contractor shall work closely with the COR on all service or system outages and verbally notify the COR upon restoration of service, providing the time service was restored and a description of repair action. Contractor shall maintain an accurate and readable record of all scheduled interruptions; shall include the reason for the interruption; authorizations; action taken; equipment or line affected; and dates/times of coordination and restoration. (See definitions in Appendix 5.3 and workload estimates in Appendix 5.1) If an outage significantly affects a mission, the COR may designate the category of outage as the mission dictates.

1.3.5.1.1 Scheduled Outages. Contractor shall identify and coordinate verbally with the COR the need for any scheduled service outages. Such outages shall be scheduled to minimize inconvenience to users, based upon Government-user work schedules. The user must release all affected equipment and circuits prior to any service disruption. Notification shall include the reason for the interruption, duration, start and stop times, the equipment, lines, and buildings affected.

1.3.5.1.2. Emergency Outage. On-site response is required within two (2) hours and restore service within eight (8) hours unless otherwise approved by the COR in writing. If an outage significantly affects a mission, the COR may declare the outage as an Emergency. Emergency outages are classified as a loss of over 75% or more of total call-handling capability of any communications system; 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.

1.3.5.1.3. Priority Outage. On-site response is required within six (6) hours and restore service as soon as possible, but shall not exceed one (1) work day. Priority outages are classified as a 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.; loss of the Commanders Net or Land Mobile Radio (LMR) telephone/radio circuits; total loss of telephone service within a building; or loss of LAN connectivity affecting 15-99 users.

1.3.5.1.4. Routine Outage. On-site response is required within twenty-four (24) hours and restore service as soon as practicable but not to exceed five (5) work days. Routine outages are any other outages not included in the above categories.

1.3.5.2. Remote Monitoring (Response to NCC). Contractor shall coordinate the details of any proposed Remote Monitoring method with base personnel and be documented in the Contractor’s Maintenance Support Plan. Remote monitoring shall not interfere with any Government-owned system. Remote monitoring of the switch system(s) shall not require assistance from base personnel. Notification of switch outages shall not be through a continuous direct line to the switching system for security reasons. Remote diagnostics modems must be user-name and password-protected. Contractor is responsible for all materials and equipment necessary to implement remote monitoring and shall take all actions to implement the plan and comply with telephone switching security standards IAW Air Force Instruction (AFI) 33-111, Communications and Information, Voice Systems Management, Section G.

1.3.5.3. Outage Cause Identification. Contractor shall determine if a recorded problem or system failure is attributable to the switching system, BTS, or other causes. If the malfunction is determined to be attributed to other causes (outside the Contractor-maintained system/ equipment), Contractor shall immediately notify the COR.

1.3.6. Cable Location Staking, Marking and Collection of Communication Feature Data.

1.3.6.1. Contractor shall provide location, staking, and marking services on BTS encased or direct-buried conduits/cable when requested by the COR. Contractor shall locate and mark buried cable within three (3) feet of the actual location at ten (10) foot intervals and at direction changes. The marking shall begin two (2) feet from the point of entry into the work area and shall continue two (2) 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 Contractor of the requirement.

1.3.6.1.1. Emergency: Within two (2) hours.

1.3.6.1.2. Priority: Within six (6) hours

1.3.6.1.3. Routine: Within three (3) business days

1.3.6.2. Collection of Communication Feature Data (CFD). In addition to location staking and marking, Contractor shall collect geospatial CFD using GPS and record CFD for the staked features in the CVC database when requested by the COR. These data, included in Communication Feature Data (CFD), consist of geospatial location and attribute information on physical features in the cable installation pathway. Features include, but are not limited to, communications cables (buried, underground; open trench; and above ground) and associated structures; and equipment such as manholes; handholes; ductbanks; conduits; splice points; and pedestals. Contractor shall collect and format data for the located features using GPS to the geospatial accuracy specified in Appendix 5.9 and record the GPS portion of the CFD in the CVC database within four (4) duty days of collecting the data.

1.3.7. System Cross-Connect and Disconnect Services. Contractor shall perform system cross-connect and disconnect services. Cross-connects and disconnects, which are required or incidental to the performance of systems maintenance actions, shall be included as part of the monthly service. Cross-connects and disconnect services, which are associated with installation per work orders or to establish new services, shall be ordered separately.

1.3.8. Data Connect and Disconnect Services. As required/tasked by the COR, Contractor shall perform LAN data connection/patching which are required or incidental to the performance of establishing a new data circuit, connection, and/or service. Contractor shall document the connection in Remedy (ticket tracking system) or official email notifying the COR and/or another activity of the connection.

1.3.8.1. Example. Established new connection in B101; patched LAN jack D1-3-1, corresponding to patch-panel port D-3-20 into LAN switch-port 48.

1.3.9. Voice Mail / Unified Messaging. The Contractor shall provide voice mail / unified messaging O&M. This includes all required database administration such as (but is not limited to): management and administration of system network table and networking plan for multiple systems; apply information assurance configurations (i.e. upgrades and patches); system integration to Microsoft Exchange for unified messaging; additions; deletions; modifications to user’s mailbox; password resets; distribution list; holiday schedule tables; daylight savings time;

synchronization with the phone switch; and proper functioning of the auto attendant feature.

Functions also include diagnostic, maintenance, and minor programming changes on current software applications. System backup includes backup of system configuration, names, and print “list all” of database. The contractor will not be responsible for provisioning Microsoft Exchange under the unified messaging concept.

1.3.10. Voice Protection System (VPS). The routine maintenance of the VPS system is via 83 NOS/DOOI (I-NOS East). Contractor shall respond to any requests for local maintenance as directed by the COR.

1.3.11. Traffic Measurement and Analysis. Contractor shall perform semi-annual traffic measurement and analysis within system capabilities and limitations, and perform analysis and studies on the base-switching system (see Appendix 5.5 and paragraph 1.3.13.11.). The information required by the contract must cover no less than a five (5) day period, (Monday- Friday).

1.3.12. Contractor Support Services.

1.3.12.1. Contractor Support for Government Engineering and Installation. Upon direction of the COR, 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. These efforts include setting of equipment options to determine proper operational conditions; restoration of service to existing equipment; establishment of service to new facilities; transfer from one (1) system to another system; and support of hardware and software upgrades.

1.3.12.2. Contractor Interface and Support for other Vendors. Contractor shall cooperate, share, and exchange routine or available technical and system equipment interface information and CISR/CVC Drawings with other vendors.

1.3.12.3. Design Review Meetings. At the request of the COR, Contractor shall review program or project drawings and provide comments concerning communications requirements within ten (10) working days from receipt. Contractor shall participate in designated design review meetings as identified by the COR. The BTS manager shall attend local vicinity meetings as directed by the COR.

1.3.13. BTS Work Center Records/Reports. Contractor shall establish and maintain BTS work center records. All BTS records and documents created and maintained by the Contractor are Government property. All records and record-generating software will remain at the location designated by the COR and shall be available for review by the Communications Systems

Officer, CO, COR, and other authorized personnel. Contractor shall update applicable paper or electronic work center records within two (2) duty days after completion of the associated task(s). Contractor shall make provisions for Government access to databases, servers, media, or other documentation. Contractor shall update all errors found or identified during review of the work center records. Contractor shall create and/or maintain accurate, complete, and readable work center records as listed below:

1.3.13.1. Maintenance Support Plan (MSP). The MSP shall enable the tracking of maintenance actions on equipment maintained under this contract. Electronic copies shall be provided to the COR no later than five (5) days after the completion of the quarter. When changes occur that affect the plan, revisions shall be submitted within ten (10) work days after the effective change (e.g., modification adding equipment), unless otherwise requested by the COR (e.g., with the proposal to add new equipment to maintenance). The Government will review and approve or provide the Contractor with required corrections, within ten (10) work days. Changes may be implemented only after COR approval. The MSP shall, at a minimum, contain a schedule of 1) PMIs due on each piece of equipment being maintained (Appendix 5.2) for the life of the contract IAW equipment manufacturers’ recommendations; 2) specific maintenance tasks to be performed on the system; 3) malfunctions or problems annotated on record with equipment data; 4) serial number; and 5) the corrective action taken by the Contractor. The COR may request other items as needed.

1.3.13.2. PMI Inspection Records and Malfunction Report. PMI records shall, at a minimum, contain the initials of person’s name performing the inspection; date and time the inspection was performed; short description of inspection conducted; repair action required; and corrective action(s) taken.

1.3.13.3. Maintenance/Repair Logs. Contractor shall establish and maintain an accurate and legible BTS Maintenance/Repair Log to show all maintenance and inspections (other than PMIs) performed during each twenty-four (24) hour period, as a result of trouble report actions or scheduled/unscheduled outages. The log shall be initialed by the Contractor Site Manager and shall include, as a minimum:

1.3.13.3.1. Initials of the first and last name of the person reporting a discrepancy.

1.3.13.3.1.1. Time a discrepancy was reported (start time).

1.3.13.3.1.2. Short description of the discrepancy (reason for scheduled/unscheduled outages).

1.3.13.3.1.3. Identification of the customer/user by station line affected (telephone number or circuit number).

1.3.13.3.1.4. Location of equipment (building and room number, etc.).

1.3.13.3.1.5. Time a technician(s) was dispatched.

1.3.13.3.1.6. Time discrepancy was corrected (stop time) and annotation of log with the person or office contacted to provide status information.

1.3.13.3.1.7. Corrective action(s) taken.

1.3.13.3.1. 8. Restoration priority (emergency, priority, or routine outage(s).

1.3.13.4. Manhole, Handhole, and Building Terminal Inspections. Contractor shall maintain manhole, handhole, distribution pedestal terminal, and building terminal inspection records as outlined in paragraphs 1.3.4.3 – 1.3.4.5. The Contractor shall update the CVC database with pertinent CFD information gathered during the inspections. The record shall be available for inspection and analysis by the Government to facilitate repair actions. If electronic documentation is implemented, Government access shall be granted to vendor databases, storage media, or files.

1.3.13.5. Cable Installation/Repair Test Results. Contractor shall furnish a cable installation/repair test results report to the COR within five (5) work days after the installation or repair of an outside plant cable. The report shall be provided by electronic transmission. The data shall be capable of being printed on 8.5-inch standard-size paper. Identify all acronyms, codes, abbreviations, signs and symbols, and retain same format for all 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 (e.g., instrument readings); (if extensive, provide as an appendix); conclusions/recommendations; and authentication/authentication of results and acceptability.

1.3.13.6. Communication Systems Installation Record (CSIR). Contractor shall create, 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 in the CVC database IAW T.O. 00-33A-1001. Contractor shall transfer to the CVC database all pertinent CFD information from administrative and maintenance CSIR, Legacy CSIRs, work orders, inspection reports, cable location, staking and marking functions, as-builts, and as-installed marked-up drawings, and GPS services, that are created as a result of the Contractor’s operations. The Contractor shall update the CVC database with information from as-built drawings or other pertinent documents or electronic data pertaining to work done by third parties (organic or Contractor) when tasked. Contractor is responsible for verifying Contractor entered information accuracy and completeness. Contractor shall coordinate with the Base CSIR Manager, and develop and maintain CSIR IAW T.O. 00-33A-1001, and instructions published at the CVC accessible website: https://cipsaf.tinker.af.mil/cips/mycips.aspx., or search for CIPS at the Air Force Portal.

1.3.13.7. Scheduled Service Interruption Records. Contractor shall maintain records of all scheduled interruptions and shall include the reason for the interruption(s), authorizations, action taken, equipment, or lines affected, and dates/times of coordination and restoration.

1.3.13.8. Switching System and Inside & OSP Equipment Operational Records. Contractor shall retain reports on site and make available for COR or CO/CA review at any time.

1.3.13.9. Completed Work Order (WO) Report. On a monthly basis, Contractor shall provide an electronic record of all completed WOs, to include the price of each WO and total for the month.

https://cipsaf.tinker.af.mil/cips/mycips.aspx

1.3.13.10. AF Logistics Support Spares Records. Contractor shall maintain and update the AF Logistics Spares records in the on-site work center. Records include spares inventory list and spares replacement log.

1.3.13.10.1. Spares inventory list shall include, as a minimum:

1.3.13.10.1.1. Product Engineering Code (PEC).

1.3.13.10.1.2. Serial Number.

1.3.13.10.1.3. Description.

1.3.13.10.1.4. Quantity.

1.3.13.10.1.5. Vendor.

1.3.13.10.2. Spares replacement log shall include, as a minimum:

1.3.13.10.2.1. Name of calling and called personnel.

1.3.13.10.2.2. Time.

1.3.13.10.2.3. Requesting description.

1.3.13.10.2.4. Material Return Authorization (MRA) number.

1.3.13.10.2.5. Equipment item’s PEC and serial number.

1.3.13.10.2.6. Shipping date.

1.3.13.10.2.7. Material return date.

1.3.13.11. Traffic Measurement Records. (See 1.3.11.) Contractor shall provide the report with printed, tabulated data from the traffic measuring system. The report shall provide measurements for five (5) consecutive business days, on an hourly basis, unless a shorter interval is required. The report shall contain an analysis of the traffic measurements and recommendations based on the analysis. Recommendations shall address expansion of switch hardware and software. The report shall include, also, a trunk traffic summary and individual analysis of each trunk group.

1.3.13.12 Equipment Inventory Records. Contractor shall review the list of equipment (Appendix 5.2) and prepare an update of equipment inventory for equipment installed or removed via contract modification or the work order process. Include all assemblies of the equipment configuration, which would be logically disassembled from the total configuration for the purpose of packing and shipping. The inventory shall be formatted on the report in the same manner as in Appendix 5.2. The report shall be submitted to the COR and CSI-B electronically and be continually updated and submitted annually not later than the last work day of September.

1.3.13.13. System Security Audit Report. Contractor shall maintain a weekly user event log, which shall contain, at a minimum, the number of logins (remote and local); number of login attempts (remote and local); password changes; and/or any critical table modifications, including new user accounts as allowed by the switch.

1.4 Work Orders. Work orders will be accomplished during standard duty hours; however, occasions may arise that require work to be accomplished outside of these hours (see Appendix 5.1). Contractor shall be responsible for covering such situations with adequate personnel and completing the work within the stipulated time. Examples of work orders include, but are not limited to, future equipment purchases, installations, removals, or relocations. Additionally, the work orders may include installation or removal of cables/transmission media as required for new requirements, and monthly maintenance of these equipment items/media. The COR will be notified of any installation found to be incomplete or not installed according to industry standards. Contractor shall “maintain” the installed infrastructure and will not be held responsible for completing third-party installations or bringing third-party installations up to industry standard, unless directed by issuance of a work order or modification.

1.4.1. Work Order Procedures. Contractor shall comply with the following work order procedures and requirements:

1.4.1.1 Rough Order Magnitude (ROM)/Estimates/Surveys for Work Orders (WO). Upon receipt of a request via Remedy or official email from the COR, Contractor shall review the requirement and provide a WO within five (5) working days from receipt.

1.4.1.1.1 Site Surveys. Contractor shall perform detailed site surveys as directed by the COR and provide the solution to the COR using a company-provided, Government-approved work order document, listing those efforts/items listed in the pre-priced Pricing Schedule required to complete the job.

1.4.1.1.2. Estimate. The ROM/estimate shall provide a proposed technical solution using pre-priced Pricing Schedule/product identifications (PIDS).

1.4.1.1.2.1 Pre-Priced Items. Work orders for pre-priced items may be prepared by the COR or the Contractor. Work orders prepared by Contractor shall be submitted for approval to the COR.

Work order numbers shall be established by the COR. If required, the Contractor shall visit the proposed work site with the COR to ensure agreement on the work to be performed.

1.4.1.1.2.2. Non Pre-Priced Items. Contractor shall provide a minimum of two (2) quotes for any item not listed on the PIDS. The quote used shall indicate estimate freight and taxes. Non-pre-priced items shall be a separate item on the WO estimate.

1.4.1.2. Approval process. The WO shall be approved by the Government prior to the commencement of work. All WOs over $2,000 shall be approved by a CO. If there is any difference in the prepared WO due to differing site conditions, the contractor shall provide a revised WO to the COR prior to continuing work.

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

1.4.2.1. Routine. Contractor shall complete routine work orders within ten (10) duty days (see Appendix 5.1).

1.4.2.2. Priority. Contractor shall complete priority work orders within three (3) duty days (see Appendix 5.1).

1.4.2.3. Emergency. Contractor shall initiate emergency work orders within one (1) hour (see Appendix 5.1).

1.4.3. Required Information on Work Orders. Work orders placed under the contract will contain the following information:

1.4.3.1. Date of preparation.

1.4.3.2. Work order number and work order priority (Routine unless otherwise provided by the

COR).

1.4.3.3. Description, quantity, unit price and extended prices.

1.4.3.4. Building and room number and requesting unit.

1.4.3.5. Estimated completion time.

1.4.3.6. Statement “Davis Bacon Act applies ____ Y or ____ N _____ (Contractor Initials).

1.4.3.7. Signature blocks for the contractor site manager, COR, and CO.

1.4.4. Submittal of Completed Work Orders. Contractor shall provide copies of all completed work orders in conjunction with the report in paragraph 1.3.13.9 unless otherwise requested earlier by the COR.

2.0. SERVICE DELIVERY SUMMARY (SS) TABLE.

Performance Objective

PWS

Reference

Performance Threshold (Monthly)

SS-1--Operate and maintain minimum switching system(s).

1.3.1. A period of 30 minutes downtime shall not be

exceeded monthly.

SS-2 Perform PMI tests of spare conductors.

1.3.4.2.

Test & document at least 2 out-of-service pair (one low/one high numbered pair) in each 25-pair group of every cable terminating in DCO monthly.

SS-3--Update the CVC by recording manhole location and communication feature information.

1.3.4.3.3. Update the CVC to record the correct manhole

location and descriptive information for splices, cables, ducts and other communication features within at least 5 manholes monthly.

SS-4--Update the CVC by recording descriptive information for the building terminals.

1.3.4.4.7. Update the CVC to record the correct location

and descriptive information for at least 2 building terminals monthly.

SS-5--Update the CVC by recording descriptive information for Distribution Pedestal Terminals.

1.3.4.5.8. Update the CVC to record the correct location

and descriptive information for at least 2 distribution pedestal terminals monthly.

SS-6--Respond to all system and service outages within the required time constraints:

(1) Emergency – 2 Hours.

(2) Priority – 6 Hours.

(3) Routine – 24 Hours.

1.3.5.1.2.

1.3.5.1.3.

1.3.5.1.4.

Emergency – Zero (0) instances exceeding 2hours response time

Priority – 1 instance exceeding 6 hour response time

Routine – 1 instance exceeding 24 hours response time

SS-7--Provide location, staking, and marking services.

(1) Emergency: provide within 2 hours.

(2) Priority: provide within 6 hours

(3) Routine: provide within 3 business days.

1.3.6.1.1.

1.3.6.1.2

1.3.6.1.3

Emergency – Zero (0) instances exceeding 2 hour response time

Priority – 1 instance exceeding 6 hour response time

Routine – 1 instance exceeding 3 business days response time

SS-8--Accurately locate communication feature; collect CFD, and record CFD in the CVC database.

1.3.6.2. No more that 2 instances of exceeding 4 duty

days to record CFD in the CVC.

No more than one instance of not accurately locating communication features.

SS-9--Perform disk, cartridge, or tape backup of switching systems memory.

1.3.1.1.

Zero (0) systems memory mismatch achieved (synchronized)

SS-10--Review program/project drawings and provide comments;

attend vicinity meetings.

1.3.12.3.

Drawing comment response—No more than 1 instance exceeding 10 working days.

No more than 1 unexcused meeting absence.

SS-11--Update work center records after completion of new task/work orders.

1.3.13.

1.3.13.

No more than 2 instances exceeding 2 days.

No more than 1 work center record update error.

SS-12--Comply with established timeframes for completion of work orders.

(1) Routine - 10 duty days.

(2) Priority - 3 duty days.

(3) Emergency - 1 hour.

1.4.2.1.

1.4.2.2.

1.4.2.3.

Routine – No more than 2 instances exceeding 10 duty days.

Priority – No more than zero (0) instances exceeding 3 duty days.

Emergency – No more than zero (0) instances exceeding 1 hour.

NOTE: The Government has the right to inspect all services called for by the contract (SS and Non-SS items), to the extent practicable at all times and places during the term of the contract.

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3.0. GOVERNMENT-FURNISHED PROPERTY AND SERVICES.

3.1. Government-Furnished Property. None.

3.2. Government-Furnished Services.

3.2.1. Utilities. The Government will furnish reasonable amounts of utilities to include electricity, water, sewage, and heating. The Contractor shall exercise responsible use of all utilities.

3.2.2. Base Distribution/Mail Service. The Contractor may use the Base Information Transfer Center (BITC) to send mail on base. Contractor may use the Post Office on base to send other mail at their own expense.

3.2.3. Refuse Collection. The Contractor may use existing dumpsters for official use only.

3.2.4. Recycling Program. The Contractor will be required to participate in the base-recycling program.

3.2.5. Emergency Medical Service. Moody Air Force Base clinic will provide emergency (cases where loss of life, limb, sight or hearing is possible) medical transport, if required, on a reimbursable basis. The Contractor is responsible for reimbursing the Government.

3.2.6. Telephone and Communications Services. The Government will provide telephones, voice lines, and data lines. The Contractor shall contact the COR for additional service or repair.

The communications equipment and services are for official use only during the period of the contract. The Government will not be responsible for charges for long distance telephone calls made or accepted by Contractor personnel. Telephone services will be subject to the standard monitoring requirements of the Government telephone network.

4.0. GENERAL INFORMATION.

4.1. Quality Control Program/Plan. The Contractor shall develop and maintain a quality control plan (QCP), for this requirement, utilizing the industry commercial standards. In addition, the Government will rely on the Contractor’s documentation for all services performed under this PWS. The plan shall ensure BTS services are performed in accordance with the manufacturer’s recommendations, the applicable commercial, national, federal, state, and local codes, regulations, and procedures.

4.1.1. 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 establish and develop data collection methods to record data ensuring work accomplished meets acceptable performance and technical standards. The data shall identify trends, potential and actual problem areas, and any required corrective action by the Contractor or the Government.

Upon request, Contractor shall participate in periodic quality assurance reviews and validation meetings with the COR or CO.

4.1.1.1. In addition, the plan shall identify, prevent, and ensure non-recurrence of defective services. At a minimum, the Contractor shall develop quality control procedures addressing the areas identified in the Services Summary (SS). The Quality Control Plan shall be submitted at the pre-performance conference; this plan will be validated by the COR/CO.

4.1.1.2. 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 shall provide any changes to the QCP to the COR/CO at least ten (10) days prior to implementation for review and validation.

4.2. Government Quality Assurance. The Government is responsible for ensuring that the contract standards are met, utilizing the appropriate assessment method(s) as stated in this contract. The COR may evaluate the Contractor’s performance at any time during the duration of this contract. Government inspections will be conducted in accordance with the Quality Assurance Surveillance Plan (QASP) with the intent of verifying Contractor compliance with contract requirements and performance within the performance thresholds established in the SS.

The assessment/evaluation methods identified in the QASP, in concert with the Contractor’s quality control procedures, will permit the Government to evaluate the Contractor’s success or lack of success in meeting the specified contract requirements. The QASP is included in the solicitation, but is not part of the contract, as it can be changed at any time by the Functional Activity upon request to the CO.

4.3. Security. Contractor shall follow security guidelines IAW AFI 33-111, Communications and Information, Telephone Systems Management, (Section G), and DoDI 8100.3, Defense Switch Network Security Technical Implementation Guide (DSN STIG).

4.3.1. Security Plan. Contractor shall develop a physical security plan that will detail how Government property and/or facilities will be safeguarded and secured. The plan shall include the type of key/combination control, end-of-day security check procedures, and a discussion of how employee conformity to security requirements will be affected. The plan shall discuss procedures for ensuring and establishing password protection for BTS. The plan shall be retained on site and must be available for Government review at all times.

4.3.2. For Official Use Only (FOUO) Material. If Contractor determines that unauthorized personnel has access to “For Official Use Only (FOUO)” material, such as the Base map or CSIRs, Contractor Site Manager shall immediately notify the COR and cooperate fully with any investigation. Contractor shall comply with DoD 5400.2R, Appendix C, Section 2, DoD Information Security Program requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material.

4.3.3. Key Control. The Contractor shall establish and implement methods of ensuring all keys and vault combinations issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons.

4.3.3.1. The Contractor shall immediately report to the COR or Program Manager any occurrences of lost or duplicated keys.

4.3.3.2. In the event keys, other than master keys, are lost or duplicated, the Contractor may be required, upon written direction of the CO, to re-key or replace the affected lock or locks without cost to the Government. The Government may, however, at its option, replace the affected lock or locks or perform re-keying and deduct the cost of such from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government, and the total cost deducted from the monthly payment due the Contractor.

4.3.3.3. The Contractor shall prohibit the use of keys, issued by the Government, by any persons other than the Contractor’s employees and the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in performance of contract work requirements in those areas.

4.3.3.4. Lock Combinations. The Contractor shall control access to all Government-provided lock combinations to preclude unauthorized entry. The Contractor is not authorized to record lock combinations without written approval by the Government Program Manager.

4.4. Safety Security, and Environmental Meeting. Contractor shall meet, initially (within ten

(10) days after start of contract performance) and as needed prior to commencing work on WOs, with the appropriate local safety and health, security, environmental, and civil engineering offices to:

4.4.1. 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.

4.4.2. 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.

4.4.3. 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. Advise the COR immediately upon learning that an environmental survey has not been accomplished. Contractor shall not begin work until the environmental survey has been accomplished and any problems identified have been resolved.

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

4.5. Contractor Availability. Contractor shall respond, in case of emergencies, outages, alerts and exercises, twenty-four (24) hours a day, 365 days a year. If contacted, Contractor or required personnel, should report for duty and provide services as necessary until the emergency, alert, or exercise is completed.

4.5.1. Duty Hours. Contractor shall have technicians present and prepared to answer/work trouble calls/tickets, Monday through Friday between the hours of 0730 – 1630, (7:30 a.m.-4:30 p.m.). Contractor shall ensure technician meal breaks are staggered to ensure constant technician availability.

4.5.2. Holidays. The Contractor shall follow the following holidays as cited in the Dept of Labor Wage Determination.

New Year’s Day 1 January Martin Luther King’s Birthday Third Monday in January

President’s Day Third Monday in February Good Friday Friday before Easter

Memorial Day Last Monday in May Independence Day 4 July

Labor Day First Monday in September Columbus Day Second Monday in October Veterans Day 11 November

Thanksgiving Day Fourth Thursday in November Christmas Day 25 December

4.5.2.1. The Contractor may substitute the “Good Friday” holiday time off for the day after Thanksgiving, which is usually considered a “family day” for the general base population.

4.5.2.2. If the Contractor takes advantage of the “Good Friday” holiday time off for the day after Thanksgiving, this arrangement must be accomplished at least two (2) weeks before the holiday with the agreement of the COR and CO.

4.5.2.3. Any of the above holidays falling on a Saturday will be observed on the preceding Friday. Holidays falling on a Sunday will be observed on the following Monday.

4.5.2.4. Holiday Services. Services scheduled for a certain day of the week, but cannot be performed due to a holiday, as cited in the Wage Determination, shall be performed either the day before or the day after the holiday. If a service is scheduled on Monday and that Monday is a holiday, then the service shall be performed on the day after the holiday (Tuesday). Services scheduled for Friday and a holiday is on Friday, then that service shall be performed on the Thursday before the holiday.

4.6. Contractor Personnel.

4.6.1. Contract Manager. The Contractor shall provide a contract manager who shall be responsible for the performance of all work. The name of the contract manager and an alternate(s), who shall act for the Contractor when the manager is absent, shall be designated in writing to the CO prior to contract start date.

4.6.1.1. The contract manager or alternate shall have full authority to act for the Contractor on all contract matters relating to the daily operation of this contract.

4.6.1.2. The contract manager or alternate shall be available during standard duty hours within sixty (60) minutes to meet on the installation with Government personnel designated by the CO to discuss problem area(s). The contract manager or alternate shall be available during standard duty hours within sixty (60) minutes by telephone to discuss any problem area(s). After standard duty hours the manager or designated alternate shall be available within two (2) hours.

4.6.1.3. The contract manager and alternate(s) shall be able to read, write, speak, and understand English.

4.6.2.…