UASOCS_PWS_20_Apr_2015.docx

UASOCS PWS

Solicitation No. FA4890-14-R-0018

UNMANNED AIRCRAFT SYSTEM

OPERATIONS CENTER SUPPORT

(UASOCS)

PERFORMANCE WORK STATEMENT

(PWS)

20 April 2015

UAS Operations Center Support – DRAFT PWS

TABLE OF CONTENTS

PAGE NO.

SECTION A DESCRIPTION OF SERVICES

SECTION B SERVICE SUMMARY

PAGE NO.

SECTION C GOVERNMENT FURNISHED PROPERTY AND SERVICES

SECTION D GENERAL INFORMATION

PAGE NO.

SECTION E 732ND OPERATIONS GROUP DEDICATED SUPPORT

APPENDICES

Section A – Description of Services

1.0 SCOPE OF WORK.

1.1 Mission. Sustainment of UASOCS mission systems, the operations and maintenance (O&M) of equipment, and design/development of systems in support of Combat Air Patrols (CAP) managed by Air Combat Command (ACC). Support shall be provided to the Wing Operation Center (WOC) and Network Operation Center (NOC), current and relocation of future Squadron Operation Center (SOC)s, Relay Remote Split Operations (RSO) facilities, the Video Distribution Hub (VDH), and Remotely Piloted Aircraft (RPA) Satellite Communications (SATCOM) Relay Site terminals/equipment at EUR-2, PAC-1 and EUR-3 (CY16 projected).

1.2 Scope. Install, configure, operate, maintain, manage, and troubleshoot equipment and networks to support long-haul communications (both satellite and terrestrial), and provide help desk function. Sustain UASOCS operations, Unmanned Aircraft System (UAS) remote split operations (RSO), video dissemination and provide system administration for asynchronous transfer mode (ATM) and internet protocol (IP) networks. Provide all personnel, supervision, management, transportation and other services necessary to support, operate, maintain, configure, and repair Command, Control, Communications, Computer, Intelligence, Surveillance and Reconnaissance (C4ISR) systems, equipment, and circuits supporting RPA missions at Continental United States/Outside the Continental United States (CONUS/OCONUS) facilities within established demarcation points. RPA SATCOM Relay Sites require 24/7 on-site coverage. Operational direction shall be accepted for satellite earth terminal configurations only from approved designated Operation Centers/Cells.

1.2.1 732 OG Scope. With the exception of the Program Manager (PM), Deputy PM, and the Quality Manager positions, the contractor shall provide dedicated support personnel to the 732nd Operations Group (OG) consisting of the 17 RS, 867 RS, 22 RS and 732 OG staff, as noted in this PWS and detailed in Section E - 732 OG Dedicated Support.

2.0 program management.

2.1 General Requirements.

2.1.1 Projects Management. The contractor shall create a process to develop, manage, document, brief and track all projects to support the RPA mission. The process shall incorporate the appropriate coordination with the 432 ACMS, 432 MXG Configuration Control Board (CCB), ACC/A5I, Program Manager (PM), Contracting Officer (CO) and Special Program Office (SPO). All projects and modification requests shall include the accompanied AF Form 1067 IAW Air Force Instruction (AFI) 63-131. SPO approval shall be obtained prior to implementation. The contractor shall report status in accordance with (IAW) Contractor Data Requirements List (CDRL) A003.

2.1.2 Meetings. Support all meetings and conferences at the request of the CO or PM. The Government will reimburse the contractor for any government required travel requirements to support conferences, meetings, and reviews outside of the normal commuting area. Provide information to support meetings/briefings in the format requested by the Government.

2.1.2.1 Technical Interchange. The contractor shall participate in technical interchange meetings with government personnel/representatives for the purpose of discussing technology/services managed by the contractor under this PWS. The contractor shall support the acquisition of new equipment/software and review data for trend analysis that may indicate failing systems or un-optimized configurations.

2.1.2.2 Program Management Reviews. The contractor shall meet with the CO and PM for program management evaluation and review every six months. During contract performance meeting the CO and/or PM will apprise the contractor on how the Government views the contractor’s performance and the contractor shall advise the Government of problems and/or concerns and recommend solutions for those identified problems and/or concerns.

2.1.2.3 Planning Support. The contractor shall coordinate with analysts, managers, and senior leaders within the Air Force (AF), Department of Defense (DoD), and intelligence community to gather, define, document, brief, and integrate required computer, communications, and intelligence capabilities to enhance ACC-controlled/monitored UASOCS support.

2.1.3 Technical Expert Status Accreditation (TESA). Meet all host nation personnel, labor, and travel requirements at OCONUS locations. Coordinate TESA applications or similar country-specific requirements with ACC Acquisition Management and Integration Center (AMIC) prior to hiring employees. TESA procedures and information can be found at the DoD Contractor Personnel Office (DOCPER) website (https://wr.acpol.army.mil/dcops-user/). The host country has sole approval authority for all TESA applications.

2.1.4 CDRLS. All Plans/Instructions/Reports and special publications developed in support of this contract shall be considered an integral part of this contract and shall be nonproprietary in nature. All documentation and data shall be the property of the Government and reported via Appendix B. Make all current and archived/historical deliverables available in the Data Management System (DMS) and/or as required by the CO/PM. The contractor shall notify those on the distribution list of each CDRL by email/secure email when a new CDRL is posted. The contractor shall incorporate appropriate security measures so that only authorized recipients have access to the CDRLs.

2.1.5 Advisory. The contractor shall advise the CO and PM in writing of any services considered over and above contract requirements and shall only perform them upon written approval from the CO.

2.1.5.1 Operations Tempo Increases. Support all operations tempo increases caused by exercises, contingencies, disasters, or special events designated by the 432 WG, 49 WG, 57 WG, 28 BW, 9 RW, CO and PM. The contractor shall provide 24/7 support to any Training Squadron within four hours of notification in support of contingencies as required by the CO. The CO may add/subtract equipment or software that requires contractor support to units listed in this PWS or increase the level of contractor support required at any time.

2.1.5.2 Personnel Notification Procedures. Immediately inform ACC/A5I, the 432 WG, 49 FW, 28 BW, 9 RW, 26 WPS, CO and PM of any incident, involving a contractor employee that may subject the employee, the corporation, or the U.S. government to either potential civil or criminal liability. Inform ACC/A5I, the 432 WG, 49 FW, 28 BW, 9 RW, 26 WPS, CO and PM of the contractor’s intent to discharge any employee, and (when made) of any transport authorization tendered to the employee.

2.1.5.3 Mission Operations Notification Procedures. Notify the CO and PM immediately of significant events which could impact the operational capability/availability of UASOCS mission systems, WOC/SOCs and RPA SATCOM Relay Sites. Likewise, deviations from guidance given in Methods and Procedures Technical Order 00-33A-1001 or local Information Assurance (IA) processes shall be reported as well. Furthermore, notify the CO and PM if any part of the VDH system will be inoperative for more than 24 hours.

2.1.5.4 Government Required Travel. Required travel in support of this contract shall be pre-approved by the CO or PM on a Cost Reimbursable (CR) basis exclusive of fee. In addition, the contractor shall submit detailed cost expenditures for approval prior to travel. The contractor shall be responsible for making arrangements for airfare, car rental, lodging, and subsistence. Transportation costs shall be considered reasonable and allowable only to the extent that they do not exceed on a daily basis the maximum per diem rates in effect at the time of travel as set forth in Joint Travel Regulation (JTR). The contractor shall provide a trip report within 10 calendar days after trip completion to the CO and PM to include summary of activities and final costs.

2.2 Resource Management.

2.2.1 Personnel. Provide overall management, supervision, personnel, and services necessary to execute UASOCS requirements. At a minimum, employees shall possess the required credentials IAW Appendix K.

2.2.1.1 Key Personnel. The contractor shall provide government required key personnel IAW Appendix K. In addition, the contractor may identify other key personnel, by position, qualification and certification to maintain task coverage. Key Personnel listing will be incorporated into Appendix L (See Appendix L). Identified key personnel shall be in place at contract start. These positions must be manned at all times. Permanent replacements must be named and in place no later than 45 days from vacancy.

2.2.2 Program Management Office (PMO). The contractor shall provide a PMO responsible for the schedule and performance of this contract. The Contractor PM (CPM) or alternate shall directly interface with Government CO and PM. The CPM or alternate shall be available within two hours of notification to meet (face-to-face or through telephonic communications) with the Government to discuss contract issues during normal duty hours for AMIC located on Langley Air Force Base (AFB), VA Monday through Friday 0800-1700 Eastern Time Zone. After Government normal duty hours, the CPM or alternate shall be available within 3 hours. The CPM or alternate(s) shall have full authority to act for the service provider on all contract matters relating to daily operation of this contract.

2.2.3 Site Management. Provide effective and efficient site management services, leadership for contractor personnel, and be responsible for execution of all contracted UASOCS activities. Serve as UASOCS single point of contact (POC) for all contractor support activities on a daily basis. Attend various meetings and brief appropriate government representative on status of support operations as required. This individual or alternate shall be available within one hour of notification to meet with the Government. Mission priorities will be established by the 432nd Network Operations Center (NOC) or ACC AMIC/PMC for the Fixed Site SATCOM Terminal (FSST)/SATCOM Earth Terminal Sub-System (SETSS) and network support equipment. Mission priorities will be established by the Global Hawk Operations Cells and forward operating locations or ACC AMIC/PMC for the Tactical Field Terminal (TFT) and associated network support equipment.

2.2.4 Contractor Training. The contractor shall submit a cost estimate and travel plan to the CO and PM for approval when contract personnel requires training to facilitate new or increased support for UASOCS mission systems equipment/software. The government reserves the right to provide training. Support for any new/additional equipment or software may not commence until government-provided or government-funded training is complete. Contractor training is on a CR basis exclusive of fee, once training is approved by the CO.

2.3 Quality Management.

2.3.1 Quality Management System (QMS). Develop, document, implement, maintain, and continuously improve a comprehensive higher-level QMS that assures compliance with all requirements of this PWS, (see RFP, Part I, Section E, Contract Clauses, 52.246-11, 52.246-4, and 52.246-5). Utilize and comply with the most current version of American National Standards Institute (ANSI)/ International Organization for Standards (ISO)/American Society for Quality (ASQ) 9001 (currently 9001:2008) Quality Management Systems Requirements and Appendix G of this contract. Participate in Air Force Smart Operations (AFSO) 21 initiatives. The contractor may use ANSI/ISO/ASQ 9004 (currently 9004:2000), Quality Management Systems – Guidance for Performance Improvement to facilitate continuous improvement efforts.

2.3.2 Performance Evaluation. Contractor performance outputs are subject to surveillance by government Contracting Officer Representatives (CORs) to ensure compliance with this PWS.

2.3.3 COR/CO Access. At a minimum, the contractor shall allow CORs unrestricted access to work areas and data, provide support, and do not interfere with the CORs and other designated personnel in the performance of their official duties. Permit the CO or authorized representative unrestricted access to all records, data, and facilities used in the performance of the contracted services. Access shall be provided as soon as possible.

2.4 New Requirements.

2.4.1 Relocation. The contractor shall plan and support the relocation of any associated mission related equipment from currently occupied facilities to new facilities without downtime to existing operations. The contractor shall address, as part of the relocation plan, reutilization, disposition, and decommissioning of the equipment located in the previously occupied facility.

2.4.1.1 Relocation Equipment. The contractor shall include all necessary parts, cabling and equipment to support fully operational capabilities. The contractor shall notify the Government of any potential issues (service deliverables/warranty issues) for all required installation/ relocation/dismantle efforts. The equipment to support a relocation effort shall be provided on a CR basis exclusive of fee.

2.4.1.2 Phases. The relocation process includes two phases of support (Pre-Relocation and Execution) which, when combined, shall not exceed 90 days (excluding any delays that are beyond the control of the contractor).

2.4.2. Standup of New Operation Center/RPA SATCOM Relay Site. The contractor shall plan and support the standup of new Operation Center(s) or RPA SATCOM Relay Site(s). Enter the new facility (when released by the construction agency to the government for occupancy) and installs/checks UASOCS mission systems equipment, to include all necessary parts, cabling and equipment to support fully operational capabilities. No UASOCS operations are conducted in the new facility during this period except those required to facilitate equipment checks. After the new/relocated Operations Center/RPA SATCOM Relay Site is accepted by the PM/CO and made fully operational, the operation and maintenance of the new Operations Center shall be FFP.

2.4.2.1. Standup Equipment. The contractor shall include all necessary parts, cabling and equipment to support fully operational capabilities. The contractor shall notify the Government of any potential issues (service deliverables/warranty issues) for all required installation efforts. The equipment to support the standup effort of a New WOC/SOC shall be provided on a CR basis exclusive of fee.

2.4.3 SOC Stand-down. The potential exists for future Operation Center closures or realignments. This is defined as changing UASOCS configurations or preparing a site for complete closure. Activities shall include supporting configuration change efforts, communications assignments, logistics survey and disposition, mission specific support equipment and ancillary equipment disposition, and administrative actions. The contractor shall notify the Government of any potential issues (service deliverables/warranty issues) for all required dismantle/relocation efforts. Should the Government require closure, it will be negotiated as a separate action.

2.5 AF Records Management. All contractor-generated records, documents, databases, other electronic media, and associated papers shall become government property and will remain in place upon contract termination or completion. Records, documents, databases, other electronic media, and associated papers shall be available for government review at all times. They shall be easy to locate, easy to read, and shall be kept current. Provide correspondence and reports using official formats approved by government. Maintain records resulting from processes in this document IAW Air Force Manual (AFMAN) 33-363, Management of Records, and dispose of them IAW AFI 33-364, Records Disposition – Procedures and Responsibilities and AF Records Disposition Schedule located at https://www.my.af.mil/gcss-af61a/afrims/afrims/rims.cfm. Coordinate with supporting records custodians for matters concerning records management and disposition.

2.5.1.1 Master Library. Establish and maintain a master library containing copies of, or electronic access to, all contractor prepared or acquired publications, manuals, OIs, special publications, agreements, leases, commercial publications, system/technical drawings, engineering drawings, schematics, as-built drawings, computer programs, computer program documentation, and training materials. Reproduce archived hard copies in digital format as required by CO. Maintain/archive copies of all test data. Assist external agencies in updating drawings for approved changes. Establish and implement a method of controlling master library items. Master library shall be located at approved Government Furnished Facilities (GFF) on Creech AFB. Establish and maintain a current list of all items in the Master Index IAW CDRL A014. Establish and maintain a Technical Order Distribution Account (TODA) function under the host base Technical Order Distribution Office (TODO). Maintain technical publications sufficient to support deployments.

2.5.1.2 Functional Library. Establish and maintain a functional library at all work locations. Each functional library shall contain current publications, technical manuals, commercial manuals, contractor-generated plans/instructions, special publications, drawings, software documentation, and other data required to accomplish WOC/SOC-specific support. Establish and implement a method of controlling functional library items.

2.5.1.3 Libraries. The libraries shall be used by the incumbent and incoming contractors to accomplish a successful transition between contracts. The contents of the library are government property and shall remain at the site at the end of the contract unless otherwise required by the CO. Incoming contractor shall use the contents of the library until updated and revised plans are submitted and approved by the CO to ensure continuity of O&M services.

2.6 Publications and Forms. Assume responsibility for, or establish where none exists, an up-to-date publications and forms library. Obtain the publications and forms necessary to meet the requirements of this PWS. Establish and maintain files for forms and publications. Research publications to ensure all performance outputs meet publication guidelines and specifications.

AF publications and forms are located at http://www.e-publishing.af.mil.

2.7 Commercial Off-the-Shelf (COTS). The contractor shall provide commercial software to support PWS requirements. The contractor shall forward the request to purchase any commercial software to CO for approval. Software funded by the Government shall be considered government property. Software charges shall be CR exclusive of fee. Manage all COTS and AF-unique software acquired by the AF IAW AFMAN 33-153, chapter 3 “Software Asset Management”. All data contained within automated information systems pertaining to contract performance shall be made available in a non-proprietary format upon contract performance completion or CO request. The contractor shall coordinate with third party software vendors for installation on government network systems. The contractor shall evaluate commercially available computer systems IAW established government performance parameters, AF directives and instructions, and the AF COTs/GOTs List. Contact the CO or PM for validation as needed.

2.8 Data Management System (DMS).

2.8.1 Classified Data Management. The government will provide a classified computer-aided DMS through Secure Internet Protocol Router (SIPR) and Joint Worldwide Intelligence Communications System (JWICS) networks at contract start. The contractor shall coordinate with the Government and obtain approval on the content and format of the classified data. The contractor shall continue to populate the system with all open work orders and requisitions. All data shall be accurate and updated within 48 hours of occurrence (unless otherwise specified), and all data shall be maintained for the life of the contract. The contractor shall provide remote system access to authorized government users and provide quarterly DMS training on how to access and retrieve data based on user roles and permissions. The contractor shall provide the government access to program management information through the DMS. The government shall retain ownership of all records generated in the performance of this contract, and the data shall be provided to the government in a format specified, upon request at the end of the contract.

2.8.2 Unclassified Data Management. The contractor shall provide an unclassified computer-aided data management system through a contractor hosted website at contract start. The contractor shall coordinate with the government and obtain approval on the content and format of the unclassified data. The contractor shall populate the system with all open work orders and requisitions no later than 30 days after contract start. The government will provide this data at transition and update this data at the contract start. The contractor shall provide a fully populated and operational DMS within 30 days after contract start. All data shall be accurate and updated within 48 hours of occurrence (unless otherwise specified) as well as maintained for the life of the contract. The contractor shall provide remote system access to authorized government users and provide quarterly DMS training on how to access and retrieve data based on user roles and permissions. The contractor shall provide the government access to program management information through the DMS. The government shall retain ownership of all records generated in the performance of this contract, and the data shall be provided to the government in a format specified, upon request at the end of the contract.

2.8.3 Computerized Maintenance Management System (CMMS). The government will provide access upon contract start for the CMMS (Microsoft Service Manager (MSM)). The contractor shall utilize this system to document, track and maintain all maintenance actions not tracked in Integrated Maintenance Data System (IMDS).

2.8.4 Integrated Maintenance Data System (IMDS). The government will provide access for IMDS. The contractor shall utilize IMDS for all IMDS coded equipment. The contractor shall make all required entries into IMDS and equipment forms for all IMDS coded equipment. The contractor shall support and participate on the Data Integrity Team (DIT) for all IMDS related actions. Maintenance actions shall be documented IAW T.O. 00-20-1 and T.O. 00-33A-1001. The contractor shall routinely extract IMDS data to ensure the most up to date information is provided as a Maintenance Action Report IAW CDRL A009.

2.8.5 Metrics. Develop, maintain, and analyze metrics for assigned UASOCS requirements, and continually explore opportunities for process improvements; as a minimum meet or exceed metrics contained in the Service Delivery Summary. Provide the government access to the metrics.

2.8.6 Compatibility. Use software compatible with the USAF standard, currently Microsoft Office. All contractor data exchange shall be via electronic means, unless prior CO approval is received for hard copy transmission. The government will consider any cost-effective proposals submitted by the contractor detailing alternative and supplemental methods of data interchange.

2.8.7 Historical Data. The government will provide available historical data IAW Appendix H. The contractor shall maintain historical data in the format provided by the government in the DMS.

2.8.8 System Overview Familiarization/Demonstration. Provide system overview familiarization/demonstration as needed. This familiarization/demonstration is provided to government personnel as an introduction to UASOCS and is typically in an informal/one-on-one environment, occurring approximately six times per month.

3.0 OPERATIONS & MAINTENANCE. Interface with third parties as applicable to establish and maintain a System/Network/Circuit Information Guide for the entire architecture IAW CDRL A010. Perform operational checks on equipment and systems to verify all equipment is serviceable and able to support mission requirements. Work with other entities to include NOC and Global Hawk Operations Center (GHOC) crew commander within lines of demarcation/point of presence/responsibility point to affect prompt resolution of outages, service activations, etc. Maintain video quality, bandwidth utilization for command and control and video dissemination IAW PWS Section B. Equipment/Systems listed in Appendix M and Appendix O shall meet or exceed published Operational Availability (Ao) rates.

3.1 Operations.

3.1.1 Tactical Field Terminal (TFT)/Fixed Site SATCOM Terminal (FSST)/SATCOM Earth Terminal Sub-System (SETSS). The contractor shall provide organizational level O&M support for all assigned mobile and fixed satellite earth terminals, subsystems, ancillary equipment and supporting C4ISR systems within established demarcation points. Receive, setup, maintain and relocate mobile satellite earth terminals and transportation platforms, components, and assemblies. Maintain, troubleshoot, and repair all earth terminal systems and equipment IAW applicable publications, directives, guidance and T.O.s listed in Appendix C. Provide solutions to integrate government requests and time compliance technical orders (TCTOs) to upgrade satellite earth terminals, subsystems, ancillary equipment and supporting C4ISR systems. Facilitate between the RPA community and commercial satellite providers to actively identify, monitor and resolve satellite interference. Make carrier wave adjustments and optimized configurations for both receive and transmit signals. Utilize and support emerging technologies to sustain and enhance operations, i.e. ArcLight for IP-based operations, Spectrum Monitoring System (Monics) and Command Console. Provide notification, within 15 minutes (immediate for live operations), to designated Operation Centers/Cells for the following events: hardware failures, unscheduled maintenance activities, lost link condition, power failures, heavy local weather affecting signal strength, moving communication patches linked to Ground Control Stations (GCSs) between threads/satellite, and other issues that can have immediate impact on on-going missions. Report the events IAW CDRL A009. Perform validation and verification for organizational-level TCTOs as required.

3.1.2 SATCOM Remote Video Terminal (SRVT). The contractor shall provide organizational level O&M and tier 0/1 support for the SRVT and associated equipment.

3.1.3 Levels of Repair for RPA SATCOM Relay Site associated equipment. The contractor shall provide the appropriate level of repair as defined below:

3.1.3.1 Organizational-Level Maintenance. Maintenance normally performed by an operating unit on a day-to-day basis in support of its own operations. The organizational-level maintenance mission is to maintain assigned equipment in a full mission-capable status while continually improving the process. Organizational-level maintenance can be grouped under categories of "inspections," "servicing," "handling," and "preventive maintenance."

3.2 Networks.

3.2.1 Network Administration. Troubleshoot network connections and equipment IAW Appendix O. Repair connections and equipment under the maintenance control of the contractor as identified by the PWS. Maintain network connections and equipment IAW commercial manuals, industry standards, and good maintenance practices. Perform proactive, real-time network monitoring from SOC to video customer and from GCS to RPA SATCOM Relay Site to reduce network degradation and outages. The contractor shall comply with DoD and USAF computer/network security protocols and advise the appropriate IA Officer whenever unauthorized hardware/software is detected on supported equipment IAW applicable IA publications in Appendix C.

3.2.2 Client System Support. Perform client support administration for all UASOCS systems and equipment identified in Appendix O and to the level designated in Appendix E IAW AFI 33-115, paragraph 4.15 thru 4.15.5, AFSSI 8520 and AFI 33-200.

3.2.3 Technical Assistance. Provide the following support to authorized external agencies to facilitate and sustain technical connections between UASOCS mission systems equipment/operations centers and authorized external agency equipment. Advise requestor if physical connection is available. Provide connection information (example – pass IP address to an external agency that is authorized to connect their equipment to a 432 WG server). Update permission authorizations on ACC controlled systems (example – update 432 WG server software permissions to allow connection from authorized external agency). Provide connections to authorized external agencies. Provide technical assistance to facilitate a connection and track IAW CDRL A009 paragraphs 5, 8, 9, 10 thru 13. Install government-approved configuration software to facilitate a connection.

3.2.4 System Administration. The contractor shall perform 24/7 system administration of military databases and software. Additionally, the contractor shall analyze/troubleshoot computer, network and mission systems identified in Appendix O.

3.2.4.1 Administrative Support Levels. The contractor shall provide Systems Administrator or Network Administrator either “Full” or “Administrative” levels of installation, administration, troubleshooting, maintenance, and sustainment support for each type of system listed in Appendix O.

3.2.4.1.1 Full Support. Full support includes installation, administration, and troubleshooting. The contractor shall accomplish all required installation tasks (to include physically mounting equipment elements on ceilings, wall, etc.). Support does not include modification of facilities (i.e. adding/removing walls or other building structural elements). The contractor shall exercise full control over user accounts and system operation IAW AFMAN 33-285, Chapters 1, 2, 3, 4 and Table A2.1 and AFI 33-200 Chapter 3. The contractor shall provide the same level of troubleshooting assistance to users that the equipment/software manufacturer can provide.

3.2.4.1.2 Administrative Support. Administrative support includes installation, cooperative administration, and troubleshooting. If support required exceeds the levels defined in this paragraph, the contractor shall advise the CO or PM. The contractor shall connect and arrange supported equipment/install software, but shall not perform installation tasks (i.e. hang or mount equipment on ceilings or walls). The contractor shall coordinate with government administrators to manage user accounts and system operation IAW AFI 33-115 and AFI 33-200. The contractor shall provide troubleshooting assistance to the level of applicable equipment/software operations and maintenance manuals. The contractor shall coordinate with the equipment/software manufacturer when assistance is required.

3.3 Customer Support.

3.3.1 Circuit Support. Monitor, troubleshoot, configure, repair, and modify all communications systems/equipment and RPA SATCOM Relay site-circuitry supporting connections between GCSs, SOCs, WOC/NOC, RPA SATCOM Relay Sites, VDH, and DISA Unified Video Dissemination System (UVDS) nodes within established demarcation points. Provide connectivity support to external agencies as requested to support mission requirements. Coordinate with government and third party contractor personnel and troubleshoot problems that span the integrated Command, Control, Communications, Computer, and Intelligence (C4I) network. Develop and submit Telecommunications Service Request (TSR) to appropriate agencies when changes to existing service is required or when new service is required. Reconfigure circuits to support mission requirements, tests and special projects. Maintain, troubleshoot, and repair RPA SATCOM Relay Site circuits/ equipment IAW applicable COTS publications, directives, T.O.s, OIs, and COTS service manuals. The 432 NOC and/or 9 RW NOC will provide the following to the Relay Site via email or telephone communication: Communications Posture (COMSPOT), Communications Critical Incident (CCI), and NOC daily reports that include Authorized Service Interruption (ASI) schedules. Coordinate any required changes with the 432 NOC and/or 9 RW NOC prior to moving ground control stations to a new thread/satellite terminal. Maintain an immediate response time for all RPA SATCOM Relay Site outages.

3.3.2 Reconfiguration. Reconfigure circuits to support mission requirements, tests and special projects.

3.3.3 Disseminate Video (VDH). The contractor shall provide planning, design, installation, access, checkout, administration, troubleshooting, maintenance sustainment, and removal/disposal support for UASOCS VDHs IAW Appendix M of the PWS. Refer to Appendix E of the PWS for VDH locations. The contractor shall accomplish all hardware/software actions required to facilitate VDH connections between entities specified in the scope of this PWS and authorized DoD/governmental agencies tasked with commanding, directing, or monitoring UASOCS operations. When new VDH equipment is delivered for installation, the contractor shall inventory the delivery and account for the equipment in Information Technology Hardware Asset Management (ITHAM) prior to installation.

3.3.4 Video Teleconferencing System (VTC). The contractor shall support and maintain VTC facilities assigned to each SOC listed in this PWS. Provide standby support during scheduled teleconference sessions. Document and maintain system configuration IAW CDRL A010 and provide a copy of the documentation to the CO or PM. System Configuration includes technical organizational level support (including coordination with Defense Information Systems Agency (DISA) for troubleshooting) for up to Top Secret clearance with Sensitive Compartmented Information (TS/SCI) capable VTC Suite in the locations listed in Appendix E of the PWS. Perform preventive maintenance and maintain the video compression and teleconferencing equipment IAW approved Maintenance Control Plan (MCP) as well as applicable commercial/technical manuals.

3.3.5 Cable System. The contractor shall provide technical services to advise/assist in the maintenance of the internal copper and fiber optical cable system(s). The contractor shall maintain all building internal communications cable supporting UASOCS mission systems and terminal equipment supporting communications between video distribution units, video switchers, video monitors, multiplexers, channel banks, fiber distribution panels, power supplies, terminal blocks, circuit cards, cabling, fuses, filters, equipment shelves, and equipment racks.

3.3.6 Telephone Services. The contractor shall maintain the telephone sets and associated internal building communications cabling that support the UASOCS mission up to the building demarcation point for the facilities listed in Appendix E. Telephone issues beyond the building demarcation point or requests for new service shall be submitted to the owning communications squadron(s).

3.3.7 Help Desk. The contractor shall establish two centralized help desks located at Creech to service all locations listed in Appendix E to process real-time trouble calls and assign the appropriate troubleshooting, restoral, and maintenance activity functions. The first Help Desk shall support all UASOCS mission communication systems at Creech AFB, NV, Detachment 1 at Whiteman AFB, MO, 28 BW at Ellsworth AFB, SD, EUR-2 at Ramstein AB, GE, PAC 1 at Kadena AB, Japan and EUR-3 (CY16 projected) Sigonella AB, Italy. The Help Desks functions will be integrated with the 432 ACMS NOC. The NOC will serve as the RPA Enterprise Communication Focal Point. The second Help Desk shall support only the 732 OG at Creech AFB, NV listed in Section E. The contractor shall post help desk contact information in each supported location listed in Appendix E.

3.3.7.1 External Agencies. The contractor shall provide help desk contact information to participating external agencies for the purposes of reporting problems with communication systems and/or video dissemination. The contractor shall work directly with AF/DoD and other contractor maintenance personnel to facilitate communications systems support.

3.3.7.2 Internal Agencies. The contractor shall liaison with agencies beyond the demarcation on the installation to assist with troubleshooting.

3.3.8 Change & Configuration Management. The contractor shall support the 432 MXG CCB. Configuration records and documentation shall be published and maintained by the contractor IAW CDRL A010. The contractor shall develop a configuration control matrix that encompasses all Government Furnished Equipment (GFE) by site. The contractor shall document and track configuration changes. The contractor shall publish all changes, upgrades, or reconfiguration within 7 calendar days. Periodically coordinate with the base Communications and Information Systems Installation Record (CSIR) manager to review, update and maintain CSIRs IAW TO 00-33A-1001 paragraphs 7.2.1 thru 7.2.7. Updates shall be made within 60 days of a change or new installation. In the absence of Government provided CSIRs, develop records and submit to Government for approval CDRL A010. The contractor shall obtain CO approval prior to installing, removing, or relocating fixed communications-electronics equipment, including equipment for other agencies/services. The contractor shall design, document, and implement technical architectural/infrastructure layouts for UASOCS mission systems equipment and operations centers. The contractor shall maintain configuration drawings and schematics. All drawings, schematics and diagrams must be compatible with Microsoft Visio 2007. The contractor shall coordinate all communications infrastructure or systems changes through CO and PM for coordination with appropriate agencies. Coordinate and obtain approval from the 432 NOC prior to making temporary or permanent configuration changes on all mission equipment that affect ongoing missions. Additionally, coordinate and obtain approval from the 432 NOC prior to performing maintenance activities that impact ongoing missions. Depending on the mission impact, some maintenance activities (i.e. ASIs) may require up to 30 days prior notification/approval. Report conclusion of changes within 30 minutes via SIPR email (use email addresses provided by 432 ACMS and AMIC). Assist in engineering changes and implementations of technology changeovers such as ATM equipment to IP; this may include hardware such as switches, routers, edge devices, and encryption equipment. Aid the Government in creating and implementing a RPA SATCOM Relay Site migration plan from ATM to IP which minimizes or eliminates mission down time. Coordinate and implement any circuit or technology changes with approved designated Operations Centers/Cells. Document equipment technology changes in comprehensive network diagrams using the Microsoft Visio software application. These diagrams must accurately reflect both the network(s) and subnet address(s) for all ports and interfaces.

3.3.8.1 Certification & Accreditation (C&A) Procedures. The contractor shall provide expertise for DoD information technology programs to address life cycle security from inception of the program through accreditation, and obsolescence. The contractor shall review and provide documentation required for the application, system, network, and site certification and accreditation process. The contractor shall perform assessments including IA assessments of proposed and existing systems. The contractor shall identify and assess security requirements and deficiencies suggesting risk mitigation strategies IAW government policy and procedures in applications, systems, and switching, transmission and signaling networks. The contractor shall provide technical services to conduct C&A IAW AFI 33-210. The contractor shall conduct reviews and provide recommendations for resolution of inconsistencies within existing DoD C&A policies and procedures. The contract shall support the implementation and compliance of DoD and AF C&A standards. The contractor shall assist in the compliance inspection process to ensure the established accreditation baseline is maintained. This requirement also includes a validation process to ensure that corrections to the security baseline are implemented and enhance the security posture.

3.3.8.2 Change Request. The contractor shall provide an automated change request process. This process can be initiated by the end user. The contractor shall follow the 1067 process IAW Appendix S.

3.3.8.3 Configuration Control Board (CCB). The CCB is the final configuration authority. The contractor shall maintain hardware and software in the current, approved configuration. No change shall be made without the permission of the CCB. Exception: loading software listed on the Air Force Evaluated/Approved Product List (AF E/APL) to computers used for administrative purposes configured with the Standard Desktop Configuration.

3.3.9 Engineering Support. The contractor shall support emerging technologies, and conduct engineering and analysis studies to enhance UASOCS system, infrastructure, and mission. The contractor shall conduct engineering, scientific analysis, and test/evaluation studies and practical experiments to facilitate the development and improvement of hardware, software, networking, and communication systems related to the UASOCS program. Submit Engineering and Analysis Scientific Study Report IAW CDRL A007. All documentation and data obtained from studies and experiments shall be the property of the government. All documentation and data shall be nonproprietary. The contractor shall obtain CO or PM approval prior to implementation of hardware, software, networking, and communication systems improvements derived from engineering, scientific analysis, and test/evaluation studies.

3.3.10 System Testing. The contractor shall submit a proposed test plan for hardware and software integration, upgrade and configuration changes to CO and PM for approval. Adhere to test procedures provided in government approved test plans. Provide written test reports in government approved format. All documentation and data obtained from studies and testing become the property of the government. All documentation and data shall be nonproprietary.

3.3.11 Long Haul Communications. The contractor shall provide planning, design, installation, modification, checkout, administration, troubleshooting, maintenance/sustainment, monitoring, and removal/disposal support for long-haul communication network systems used to facilitate UASOCS RSO and VDH operations.

3.3.12 Mission Support Systems. Defined as audio/visual, communication, and computer/server/network hardware and software used to plan, execute, coordinate, or debrief a UASOCS mission. In addition to standard Air Force networks, this system includes the command and control (C2) and video dissemination network equipment which is defined as hardware, operating software, and real-time monitoring software. This system provides the dedicated transport of C2, telemetry, video and other sensor data between GCSs and long-haul communications network systems for the purpose of facilitating RSO. It also provides the video distribution capability for entities specified in the scope of this PWS and authorized DoD/governmental agencies tasked with commanding, directing, or monitoring UASOCS operations. The contractor shall provide planning, design, installation, access, checkout, administration, troubleshooting, maintenance, sustainment, and removal/disposal support for UASOCS mission systems/operations centers at all classification levels up to TS/SCI and Special Access Program (SAP) level IAW publications in Appendix C. Appendix O lists all mission systems.

3.4 Contingency Action Plan. Contractor shall develop and submit contingency plan for UASOCS operations, IAW CDRL A005

3.4.1 Emergency Action Plan. Develop an emergency action plan IAW CDRL A016.

3.5 Maintenance.

3.5.1 Maintenance Control Plan (MCP). Develop, implement, and maintain a comprehensive MCP IAW CDRL A008.

3.6 Information Assurance (IA). Implement appropriate controls and policies for transmission of information via the internet IAW publications in Appendix C.

3.6.1 IA. Document all applicable IA actions on AF Form 4160.

3.6.2 Network Security. Provide network security services and implement software patches and security fixes to meet Integrated Network Operations Security Center (I-NOSC) and daily Air Force Computer Emergency Response Team (AFCERT) requirements as required by host base communications squadron and supporting communications squadrons of future locations.

3.6.3 Test and validate. Test and validate all systems are properly configured, including appropriate patches and fixes, prior to installing any device on the network.

3.6.4 Manage. Manage computer systems IAW AFI 33-200 Chapters 2 and 3.

3.6.5 Security Updates. Implement and maintain all government required network software and security updates.

3.6.6 Controls. Implement and maintain controls to prevent unauthorized access to all government-owned LAN/WAN IAW AFM 33-152, AFI 33-200, paragraph 2.27, and AFSSI-8520.

3.6.7 Information Security Managers. Appoint a primary and an alternate to the Organizational level Information Assurance Officer (IAO), and the Telecommunications Monitoring and Assessment Program (TMAP) monitor positions. The contractor shall obtain, in writing, WG, CO and/or PM approval on all appointment letters.

3.6.7.1 IAO. Perform duties and responsibilities IAW AFI 33-200, paragraph 2.27, including all subparagraphs, and chapter 3.

3.6.7.2 TMAP. Perform duties and responsibilities IAW AFI 33-219, Section B, paragraph 13, subparagraphs 13.8 through 13.8.4.

3.7 RPA SATCOM Relay Site Operations and Maintenance. The RPA SATCOM Relay Site operations provide critical connectivity using satellite and networking resources. The contractor shall provide all personnel, supervision, management and other services necessary to support, operate, maintain, configure, and repair C4ISR systems, equipment, and circuits supporting…