Attachment 1 - PWS_ELMR System Support.pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR

36 COMMUNICATIONS SQUADRON (CS)

SCOT RADIO SECTION

Enterprise Land Mobile Radio (ELMR) System Support

Scope. This Performance Work Statement describes the services required to provide support services to keep this equipment and systems operating at their peak performance levels. Contractor’s maintenance support shall include recurring/non-recurring maintenance, equipment repairs, and firmware/software upgrades to the most current versions.

1.0 Contractor Hours of Operation:

1.1 Normal Operating Hours/Business Hours. The Contractor is expected to perform work during normal operating hours, Monday through Friday, 8:00am through 5:00pm local Guam time, excluding all Federal

Holidays observed by the Federal Government, unless prior arrangements have been made with the 36

CS/SCOT LMR POC(s).

1.2 Recognized Federal Holidays. Unless otherwise stated, the Contractor is not required to maintain normal duty hours on Federal Holidays, but must be available for Severity 1 emergencies during Federal Holidays. The following table lists observed Federal Holidays:

1.3 36 CS/SCOT personnel’s normal duty hours: 0730 to 1630, Monday through Friday. Excluding federal holidays and military down-days.

2.0 Description of Services. The Contractor shall provide recurring maintenance and non-recurring maintenance support on AAFB’s ELMR MotoBridge suite located in building 20011 and all end user’s radio devices associated with it to ensure the survivability of the ELMR capability.

• Recurring maintenance will be performed as scheduled and required for preventative and corrective maintenance on AAFB ELMR MotoBridge suite and associated end user’s radio devices listed under the Annual Preventative Maintenance, Technical Support, Critical Communication Site IDS/Monitoring, AAFB Primary ECC (Fire) Stand-alone Recorder, Quarterly Preventative Maintenance and MotoBridge.

Holiday Date

New Year’s Day 1 January

Martin Luther King’s Birthday 3rd Monday in January

President’s Day 3rd Monday in February

Memorial Day Last Monday in May

Juneteenth Nat. Indep. Day June 19th

Independence Day 4th July

Labor Day 1st Monday in September

Columbus Day 2nd Monday in October

Veteran’s Day 11 November

Thanksgiving Day 4th Thursday in November

Christmas Day 25 December

• Non-recurring maintenance are unscheduled include (but not limited to) equipment installs that meet industry standard and the manufacturers’ recommendations/specifications; Equipment not covered by this contract will be repaired using a set price by equipment type covered under (but not limited to) the on Site

Response with Local Dispatch, Standard Repair and flat rate repairs.

o 36 CS/SCOT is responsible to contact the contractor for non-recurring maintenance support; will provide the contractor assistance to get access to equipment, equipment sites and equipment & system information; will provide the contractor information regarding equipment issues such as trouble symptoms and model/serial number of equipment needing non-recurring maintenance.

• For Technical Support, the Contractor shall provide centralized remote telephone support for technical issues that require a high level of expertise or troubleshooting on AAFB ELMR MotoBridge suite and associated end user’s radio devices. Assist the 36 CS/SCOT POC(s) in loading/programming data into radios, label radios with identifications, and save files of each radio by serial number. Program all radio variables into the ELMR System to include, setting priority levels, interconnect capabilities, time allotments, and site authorizations.

o 36 CS/SCOT is responsible to contact the contractor for Technical Support; will provide the contractor assistance to get access to equipment, equipment sites and equipment & system information; will provide the contractor information regarding equipment issues such as trouble symptoms and model/serial number of equipment needing technical support.

• Contractor will manage all databases associated with the AAFB ELMR System including maintaining the fleet map and radio identification database. When databases modified, the Contractor shall provide what modifications were made and the reason for the modification in the monthly maintenance report.

• The contractor will provide all labor, materials, tools, documentation, physical planning manuals, diagnostic/test equipment and any other requirements necessary in order to provide and perform the recurring/non-recurring maintenance support. End user equipment associated includes, but is not limited to the following APX6000, APX6500, APX7000, APX7500, APX Consolette portable radios, MCD5000 desk sets and vehicle mobile radios.

• The contractor will be responsible for maintaining a comprehensive library of AAFB’s ELMR

MotoBridge suite drawings. The contractor must develop a system of change management to ensure the drawings are current.

o Additions/deletions to the master component list shall be generated/maintained by the contractor. The master component list shall include at a minimum, the make, model serial number, Individual Unique Identifier and the date of installation. The contractor shall furnish an updated listing to the 36 CS/SCOT POC(s) annually.

2.1 Service Parameters. The Contractor shall provide equipment sustainment as follows:

• Provide 97% Operational Availability on a 24/7/365 basis to AAFB’s ELMR MotoBridge suite located in building 20011 and all end user’s radio devices associated with it. This requirement shall be tracked in minutes and by location.

• Technical support response times and severity definitions as listed in Tables 1 & 2 of paragraph 2.1.

Outages caused by Government provided connectivity circuits shall not be counted against system performance metrics

Table 1: Response Times

PERFORMANCE OBJECTIVE PERFORMANCE THRESHOLD

Contractor shall provide complete, accurate and timely reports.

Accurately complete and provide all deliverables as listed in Appendix A on-time 95% of the time. The other 5% of deliverables provided within one week of required time.

Minor spelling or grammatical errors, as determined by the Government, shall not be counted towards this threshold.

The Contractor shall provide timely Technical Support Response

100% of the time:

Severity 1: Within one hour from receipt of notification, continuously.

Severity 2: Within four hours from receipt of notification, standard business day.

95% of the time:

Severity 3: Within next business day from receipt of notification, standard business day.

The remaining 5% within 3 business days of occurrence

Contractor shall provide continuous Operational Availability

Provide 97% Operational Availability on a 24/7/365 basis.

Outages caused by Government provided connectivity circuits shall not be counted against system performance metrics.

Table 2: Severity Definitions

SEVERITY PROBLEM TYPE

1 • Response is provided continuously

• Major system failure

• 33% of system down

• 33% of site channels down

• Site environmental alarms (smoke, access, temperature and power)

• This level represents a major issue that results in an unusable system, sub-system, product, or critical features from the customer’s perspective

• No work-around or immediate solution is available

2 • Response during standard business day

• Significant system impairment less than 33% of system down

• System problems presently being monitored

• This level represents a moderate issue that limits a customer’s normal use of the system, sub-system, product, or critical features

3 • Response during standard business day

• Intermittent system issues

• Information questions

• Updates/preventative maintenance

• This level represents a minor issue that does not limit a customer’s normal use of the system, sub-system, product, or critical features

• Represents a cosmetic issue, documentation errors, general usage questions, recommendations for product enhancements and modifications

3.0 Resolving Downtimes, Outage, and Equipment/Software Failures. The Contractor shall troubleshoot and resolve all Andersen Air Force Base’s (AAFB) ELMR MotoBridge suite and associated end user’s radio devices downtimes, outages, and software failures IAW the response times stated in Table 1, paragraph 2.1. The Contractor shall also respond to customer trouble tickets and provide maintenance solutions to resolve equipment/software concerns. The Contractor shall dispatch technicians to troubleshoot and remedy outages per customer request and/or issues determined through remote monitoring. The Contractor shall provide telephone Technical Support within one hour of request during normal business hours. The Contractor shall provide equipment repair and shall provide quotes for replacements when repairs will not suffice.

3.1 Outage Reporting and Notification. For Severity-1 outages, the Contractor shall notify via text message to the 36 CS/SCOT standby phone after duty hours regardless of the time or the SCOT office DSN during duty hours, and email the 36 CS/SCOT organizational email inbox within 24 hours after the Severity 1 initial occurrence. For all other severity outages the Contractor shall notify by the SCOT DSN during duty hours and email the 36 CS/SCOT organizational email box within 48 hours of initial occurrence. For all outages the Contractor shall provide the 36 CS/SCOT POC(s) the cause and repair actions within 24 hours of resolution via 36 CS/SCOT organizational email inbox. Outage reports shall include at a minimum: base, site, service, outage date/time, equipment/component (if known), estimated time of repair (if known), repair action (if known), and restoration date/time. Outage notifications shall be distributed as listed in Tables 1 & 2, paragraph 2.1. All outage reporting shall be included in the Monthly Maintenance Report in Appendix A.

3.1.1 Response to System Issues. Response is defined as actively taking steps to correct a failure or outage. Actively taking steps includes, but is not limited to, remote diagnostics, telephone assistance, and/or dispatching technicians to the location of the failure.

3.2 Minimize Interruptions. The Contractor shall minimize any interruption to supported bases’ operations.

The Contractor shall coordinate with the 36 CS/SCOT POC(s) prior to initiating any management or maintenance actions that could potentially affect base operations.

3.2.1 Unauthorized Service Interruptions (USIs). Due to the mission-critical of the ELMR system involved in this effort, the Contractor shall not complete any work that may result in a USI without written permission from the 36 CS/SCOT POC(s). The Contractor shall keep the 36 CS/SCOT POC(s) informed of all risks that could potentially cause a USI.

3.2.2 Authorized Service Interruptions (ASIs). The Contractor shall provide information necessary for the completion of ASIs to the 36 CS/SCOT POC(s) via encrypted communication, password protected document, or other secured transmission method approved by the 36 CS/SCOT POC(s). The Contractor shall provide the 36 CS/SCOT POC(s) schedule outage details, to include but not limited to, dates, times, and fallback plans no later than twenty-one (21) business days prior to expected loss of ELMR service supporting AAFB MotoBridge suite and associated end user’s radio devices.

3.3 Preventative Maintenance:

3.3.1. Preventative Maintenance Inspections (PMIs). The Contractor shall travel to Andersen Air Force base to perform periodic recurring on-site PMIs for equipment that cannot be transported to contractor’s Guam repair facility, in accordance with manufacture specifications on all equipment covered under this contract to ensure optimal operation. LMRs due for PMIs can be dropped off at contractor’s Guam repair facility. PMIs will maintain all equipment in good working order, free of dust and foreign material, filters cleaned, periodic alignment actions, and software/firmware updates completed in accordance with manufacturer specifications. Contractor shall measure (original measurements and the adjusted measurements), record, align and adjust the following applicable Equipment parameters, to the frequency and modulation outlined in the Rules and Regulations of the FCC (including Receive frequency / Transmit frequency / deviation / Transmitter power / Reflected power in antenna line (mobile antennas only) / Receive sensitivity / Audit output levels). The recurring maintenance support includes technical support & applicable software updates, quarterly/annual preventative maintenance inspections on AAFB’s ELMR MotoBridge suite located in building 20011 and all end user’s radio devices associated with it, the intrusion detection system, and stand-alone recorder.

• PMI Schedule. The Contractor shall develop an annual master PMI schedule and submit the annual and quarterly schedule to the 36 CS/SCOT organizational email inbox within 10 business days of contract award. This schedule will be delivered to the 36 CS/SCOT POC(s) annually within 10 business days after the start of each annual performance period. The PMI Schedule Report shall include *(but not limited to): Equipment, PMI Date/Time and description of maintenance actions.

• PMI Reports. The Contractor shall provide the 36 CS/SCOT POC(s) a copy of all inspection reports within 10 business days after completion of inspections. The PMI Inspection Report shall include the information: Equipment, Actual PMI Date/Time, Narrative of any findings during PMI and actions taken to correct issues

• Annual/Quarterly preventative maintenance. Provide documentation record showing radios and their applicable serial numbers that have had their recurring maintenance completed.

o 36 CS/SCOT will provide the contractor to assistance for access to equipment, equipment sites and equipment & system information; will provide the contractor information regarding equipment issues such as trouble symptoms and model/serial number of equipment due for a

PMI.

o 36 CS/SCOT will drop-off / pick-up end user’s radio devices to contractor’s repair facility on Guam for Preventative Maintenance. For units that cannot leave the field, coordinate with Contractor for on-site Preventative Maintenance schedule.

3.4 Contractor Guam Repair Facility: The contractor repair facility on Guam shall meet the following requirements and provide proof with the proposal submittal:

3.4.1 Contractor’s repair facility shall be a manufacturer’s authorized repair center as to not void any equipment warranties and be able to perform manufacturer’s field service bulletins.

3.4.2 Equipment Liability. When equipment is required to be repaired in the contractor's facility or under the contractor's control, a claim ticket (hand receipt) will be used to document the transfer of the equipment. The contractor will be responsible for loss or damage of the equipment until it is returned to the government. The contractor is required to sign the claim ticket upon receipt of the equipment from the 36 CS/SCOT. The 36

CS/SCOT will maintain a log book to log out equipment for repair and log in equipment upon return after repairs are complete

3.4.3 Work Ticket Documentation. A work ticket system will be used to document work performed on equipment. The contractor is required to provide the following data on work tickets and provide a copy to the

36 CS/SCOT organization email inbox no more than two (2) working days after completion of maintenance:

• Date received for repair; Work ticket number; Equipment type, model, and serial number;

Trouble found, corrective action taken, identification of parts replaced.

4.0 Equipment Supported. AAFB’s ELMR MotoBridge suite equipment located in building 20011 and all end user’s radio devices associated with it. This includes, but is not limited to the following radio devices:

• Dispatch Consoles/MCD5000 to include but not limited to the Command Post, Primary & Alternate Emergency Operations Center, Base Fire Department, Base Defense Operations Center and Wing Operations Center.

• Approximately 2500 LMR's (Model: 2125 APX 6000, 338 APX 6500) 21 MCD5000 Remote Desk Set Radios and 37 APX Consolette Radios

• Critical Communications Site IDS/Monitoring Support.

5.0 Radio Equipment Purchases: The contractor will provide firm-fixed purchase quotes for end user radio equipment upon request from the 36 CS/SCOT POC(s). The quotes will include any labor associated with the installation or programming of the all end user’s radio devices, that is required outside of the general maintenance actions provided by the Contractor.

6.0 Risk Management Framework Cybersecurity Accreditation. The Contractor shall incorporate all applicable technical, procedural, and system documentation associated with federal and DoD IA policy and requirements for ELMR systems that transmit and manage sensitive but unclassified (SBU) voice and data traffic.

7.0 Quality Assurance:

7.1 Standards of Work. All site preparation/development and equipment installation shall be conducted in accordance with Motorola R56 standards, accepted industry standards, and local, state, and federal codes.

7.2 Equipment Installation. The Contractor shall install and ground equipment in accordance with Motorola R56 and accepted industry standards to meet the requirements of this PWS. Equipment installation shall adhere to industry standards and guidelines for communications sites.

7.3 Technical Refresh. All hardware and software installed, replaced, and/or upgraded under this contract must be Motorola certified to be used in the current system release. The Contractor shall minimize any interruption to supported bases operations for all technical refreshes.

7.3.1 Equipment Training. Contractor shall provide the 36 CS/SCOT technicians training after upgrades to the Andersen Air Force Base’s (AAFB) ELMR MotoBridge suite and associated end user’s radio devices. The training shall include an overview and management training.

8.0 Security Program.

8.1 Personnel Security Program. The Contractor shall comply with all security regulations and directives identified herein and other security requirements as shown elsewhere in this contract.

8.2 Background Investigation Requirements. The Contractor shall be responsible for processing background investigations for all employees that require access to classified information. The Servicing Security Activity at the installation will be responsible for processing background investigations for Contractor personnel that do NOT require a National Security determination.

8.3 Installation Access and ID Passes. The requirements for installation perimeter access are detailed in Air Force Federal Acquisition Regulation Supplement (AFFARS) clause 5352.242-9000 entitled, Contractor Access to Air

Force Installations, in Section I, Contract Clauses, of the basic contract. The contractor is responsible to obtain such clearances and/or passes as required to enter Andersen AFB military installation. Upon termination of employment, the contractor shall be responsible for returning identification cards and base passes to Andersen’s Security Forces.

8.4 USAF Restricted Area and Controlled Area Access. The requirements for USAF Restricted Area and Controlled Area access are detailed in AFI 31-101, Integrated Defense, and governed at each installation by the Integrated Defense Plan, if required.

9.0 Health & Safety Program. The Contractor is responsible for the safety and health of their personnel and protection of the public on Government work sites (DODI 6055.01, Enclosure 5). The Contractor shall maintain a health and safety program that meets OSHA standards. If the 36 CS notifies the Contractor of a potential OSHA violation, the Contractor is obligated to comply with the applicable OSHA regulations.

9.1 Incident or Mishap Procedures. The Contractor shall within one (1) hour notify the 36 CS/SCOT POC(s) of all mishaps or incidents for damage to government property. A written or email copy of the mishap/incident notification shall be sent within three (3) calendar days to the 36 CS/SCOT POC(s) who will forward to 36 CS Safety Monitors. For information not available at the time of initial notification, the Contractor shall provide the remaining information not later than twenty (20) calendar days after the mishap, unless extended by the 36 CS.

The Contractor shall, in the event of an accidental incident/mishap, take reasonable action to establish control of the incident/mishap scene, prevent further damage to persons or property, and preserve evidence until released by the incident/mishap investigative authority.

9.2 Environmental Management System (EMS).

EMS: Contractor/subcontractor personnel who perform work on any Government facility shall comply with the EMS requirements established by the facility. Contractor personnel may be required to complete EMS training prior to beginning work.

APPENDICES

Appendix A

Title Remarks Frequency Format

Status Reports

Reports listed below As identified on this Status

Report

Schedule

Electronic 36 CS/SCOT org email address

Monthly Maintenance Report NLT five (5) calendar days from end of month

Monthly

Electronic 36 CS/SCOT org email address

PMI Schedule

NLT ten (10) business days after start of annual performance period

Annually

Appendix B, References

Name of Publication Sections that Apply

Date of

Publication Title of Publication

DoDI 8500.1 Entirety 7 Oct 2019 Cybersecurity

OMB Circular A-

Appendix 1 28 Jul 2016

Managing Information as a Strategic

Resource

DoDD 5000.1 Section a, j, and k 7 Oct 2019 The Defense Acquisition System

AFI 17-101

Paragraph

3.6.5 6 Feb 2020

Risk Management Framework for Air Force

Information Technology (IT)

AFMAN 17-1303 Chapter 5 12 May

Cybersecurity Workforce Improvement

Program

DoD 8570-M Chapter 4 19 Dec

Information Assurance Workforce

Improvement Program

DoDI 5200.48 Entirety 6 Mar 2020 Controlled Unclassified Information (CUI)

DODM

5200.08V3_AFMAN

31-101 Volume 3

Volume 3

27 Feb 2020

Installation Perimeter Access Control

(FOUO)

AFI 31-101 Entirety 25 Mar

Integrated Defense

AFI 33-332 Entirety 10 Mar

Air Force Privacy and Civil Liberties

Program

DoDM

5200.02_AFMAN

16-1405

Entirety

1 Aug 2018

Air Force Personal Security Program

DoDM

5220.22V2_AFMAN

16-1406

Volume 2

8 May 2020

National Industrial Security Program:

Industrial Security Procedures for

Government Activities

DoDI 8510.01 Chapter 2 28 Jul 2017 Risk Management Framework (RMF) for

DoD Information Technology (IT)

DoDI 5220.22-M Chapter 2 18 May

National Industrial Security Program

DoDI 6055.01 Enclosure 1 14 Jul 2020 DoD Safety and Occupational Health (SOH)

Program

PMI Inspection Reports NLT ten (10) business days after inspection completion

NLT ten (10) business days after inspection completion

ASI Requests

Submit no later than twenty-one (21) business days prior to outage

NLT 21

business day prior to planned outage

Secure Email or verbally

Access to References. The references listed above can be accessed from multiple sources. Official Air Force guidance can be located at https://www.e-publishing.af.mil/. DoD guidance can be located at https://www.esd.whs.mil/DD/. All FOUO guidance will be provided by the government. The contractor shall be responsible for maintaining compliance with any updates or changes.

https://www.e-publishing.af.mil/ https://www.esd.whs.mil/DD/