PWS _19_May_15.pdf

Attachment 1 FA5706-15-D-0001 Page 1 of 6

Performance Work Statement

For

Commercial Cellular Phone Services

Al Dhafra Air Base

19 May 2015

Attachment 1 FA5706-15-D-0001 Page 2 of 6

1. SCOPE

1.1 The contractor shall provide Al Dhafra Air Base (ADAB) commercial handheld mobile cellular service for US Government personnel with international accessibility and support.

1.2 The mobile service shall provide coverage outside buildings located on ADAB and throughout the host nation major cities to include the roadways traveling between them. Major Cities include but are not limited to: Abu Dhabi, Mina Jabal Ali, and Dubai.

2. TECHNICAL DEFINITIONS

2.1 Cellular Phone – A mobile telephone device which utilizes wireless digital or analog technologies enabling the user to make and receive phone calls.

2.2 Global System for Mobile communication (GSM) – Digital mobile telephone system that is widely used around the world which uses a variation of Time Division Multiple Access (TDMA).

2.3 Subscriber Identity Module (SIM) Card – a smart card that securely stores the key identifying a mobile phone service subscriber, as well as subscription information, saved telephone numbers, preferences, text messages and other information.

2.4 International Roaming – Service which allows a cellular phone to travel outside of UAE and make phone calls/send SMS.

2.5 Short Message Service (SMS) – Text message sent from one cellular phone to another cellular phone. Can be sent local or internationally.

2.6 Multimedia Messaging Service (MMS) – Multimedia (video/audio) message sent from a cellular phone to another cellular phone. Cellular phones under this contract must not be capable of sending multimedia messages.

2.7 Voice Mail – Call answering service provided by the cellular phone provider that records incoming caller messages when the user is unavailable.

2.8 Call Waiting – Service which places an incoming call on hold if the user is engaged with another call and then allows the user to switch over the call waiting to be answered.

2.9 Working Days – Sunday, Monday, Tuesday, Wednesday, and Thursday; from 9 AM to 6 PM.

3. PERFORMANCE REQUIREMENTS

The objective is to manage the program schedule, performance, risks, warranties, subcontracts, and data to produce a cellular telephone contract that satisfies the user’s performance requirements. Another objective is to maintain clear government visibility into the program schedule and performance.

3.1 The service provider shall provide technical support with an industry standard trouble tracking mechanism 24 hours a day, 7 days per week. Records must be kept in English to facilitate trouble resolution.

3.2 The service provider shall have technically qualified personnel ready to provide onsite hardware and software support 24 hours a day, 365 days a year. Support personnel must be able to arrive within 24 hours of notification and be fluent in English.

3.3 The service provider shall ensure that the connection through its network is of the highest quality possible and shall be uninterrupted, clear and with no static. Provider must also ensure the maximum possible coverage across ADAB and surrounding locations listed in paragraph 1.2 of

Attachment 1 FA5706-15-D-0001 Page 3 of 6 this PWS.

3.4 The service provider shall comply with the Quality of Service (QoS) performance obligations established by the Telecommunications Regulatory Authority (TRA) and in accordance with

Attachment 3.

3.5 The service provider shall have a working system of survivability of the network in case of emergency and serious disaster when all networks may be jammed or when parts of the network are destroyed. The provider shall have a recovery plan in place that will deal with this eventuality.

3.6 The service provider will have a mass notification system to all users. Provide the capability to notify all users on the account through SMS (i.e. mass text message to cellphones/pagers/and other devices on the account) within 60 seconds.

4. SERVICE PROVIDER FURNISHED ITEMS AND SERVICE

4.1 For all new requirements under the contract, the service provider must provide three different levels of service plans that meet the minimum requirements for the below three plans. The provider must clearly define the cost of each, as well as service availability in other countries.

Service Plan A: 100 AED per month Pre Paid SIM with “auto up”

Service Plan B: 250 AED per month Pre Paid SIM with “auto up”

Service Plan C: 950 AED per month Pre Paid SIM with “auto up”

Service Plan D: 5GB Mobile Data, 800 National Minutes, 200 Closed User Group

Minutes, 200 Local National SMS per month on a postpaid mobile service plan

Service Plan E: 5GB Mobile Data, 1000 National Minutes, 200 Closed User Group

Minutes, 700 Local National SMS per month on a postpaid mobile service plan

4.2 The service provider shall activate or disable individual SIM cards within 2 Working Days of written request by either the Contracting Officer (CO) or the Contracting Officer’s Representative

(COR).

4.3 Replacement/Repair – The contractor will replace/repair or fully reimburse the Government for broken, unserviceable SIM cards if determined to be defective by the Government. The contractor shall replace any defective SIM card within 2 working days of notification from either a designated COR or a CO. As an alternative, the contractor may elect to preemptively provide blank

SIMS that may be activated remotely by written request of the contracting officer.

4.4 SIM Cards – Indus t r y s t anda rd S IMS sha l l be ava i l ab l e i n S t a nda rd , Mic ro , and Nano s i zes . Additional SIM card types will be at the request of the Contracting Officer in writing in the event of change in commercially available technology.

4.5 Delivery – New or replacement SIM cards shall be delivered to ADAB within 3 Working Days of the Contracting Officer’s (CO) request in writing. If requirements are urgent in nature, as determined by the CO, delivery must occur within 24 hours.

4.6 Emergency Service Call Capability – The contractor shall ensure that all phones are able to contact emergency services including fire, police, and ambulance services. This ability shall not be restricted for any reason.

4.7 Service Limitations – Once an account has reached 900 AED of service provided for the month, the

Attachment 1 FA5706-15-D-0001 Page 4 of 6 contractor shall disable that account until the next billing cycle unless directed otherwise by a contracting officer in writing. The ability to contact emergency services shall not be disabled. This applies only to those accounts using postpaid service. Any charges for service in excess of the normal monthly amounts of 200 AED and/or 310 AED as listed in the contract, shall be billed to that CLIN listed as “Overages”.

5. BILLING & ACCOUNT PROCESSING

5.1 Records and Phone Billing – Invoicing shall be in accordance with the contract. In addition, the provider should maintain records of transactions and detailed cellular phone billing in both electronic and paper formats for the US Government and upon the CO’s request make such records available to the CO or designated COR. These records must be provided in English. Detail Call

Records are not required for Prepaid SIMs.

5.2 The Contractor shall submit monthly invoices to the COR. A proper invoice must include the following information:

Contractor's name and bank account information for payments by wire transfers

Invoice Date

Dates of Service the Invoice is for.

Contract number

A summary showing a listing of each line with total monthly price in local currency for that line. For postpaid accounts only: a detailed invoice for each agency has to be attached to each summary invoice and should include the cost breakdown by each telephone line according to the pricing schedule. For prepaid accounts: The “Top up’ amount shall be listed for each account.

A detailed list of all calls made for each line (not applicable for prepaid SIMs)

Prompt payment discount if any

Name, title, phone number, of person to contact in case of defective invoice

The billing file should be available in Microsoft Excel, and/or PDF. The contractor shall deliver the bill via email or postal mail to the address provided when requested by the

CO in writing

5.3 If an invoice does not contain the above information, the Government reserves the right to reject the invoice as improper and return it to the Contractor. The Contractor must then submit a proper invoice.

5.4 The contractor will send all invoices to the CO and COR in electronic format.

5.5 The service provider will ensure that users cannot procure services not listed in this PWS or agreements signed by a CO on the Government’s account.

6. SYSTEM MAINTENANCE

6.1 Service provider shall respond to emergency service calls within 24 hours for repairs and have base access permits if necessary. This is only applicable for postpaid accounts and/or equipment as needed to provide service (e.g. a Signal Booster).

6.2 Scheduled maintenance will be performed on all temporary mobile base transceiver stations

Attachment 1 FA5706-15-D-0001 Page 5 of 6 installed by provider.

6.3 Service provider will provide all personnel, tools, parts, supervision, and other items necessary to inspect and repair equipment, excluding handsets.

6.4 If the option is available for a temporary cell-on-wheels (COW) tower, the Service provider will maintain and refuel the COW as needed.

7. TECHNOLOGICAL REFRESHMENT

7.1 The contractor may propose for the Government’s technological refreshment a substitution or addition for any provided product(s) or services that may become available as a result of technological improvements. The Government may, at any time during the term of this contract or any extensions thereof, modify the contract to acquire products which are similar to those under the contract and that the Contractor has or has not formally announced for marketing purposes.

This action is considered to be within the scope of the contract. At the option of the Government, a demonstration of the substitute product may be required. The Government is under no obligation to modify the contract in response to the proposed additions or substitution.

7.2 Such substitution or additions may include any part of, or all of, a given product(s) provided that the following conditions are met and substantiated by documentation in the technological refreshment proposal:

The proposed product(s) shall meet all of the technical specifications of this document and conform to the terms and conditions cited in the contract.

The proposed product(s) shall have capacity, performance, or functional characteristics equal or greater than the current product(s).

The proposal shall discuss the impact on hardware, services and delivery schedules. The cost of changes not specifically addressed in the proposal shall be borne entirely by the contractor.

Contractor has the right to withdraw, in whole or in part, any technological refreshment proposal prior to acceptance by the Government. Contractor will use reasonable efforts to ensure that prices for substitutions or additions are comparable to replaced or discontinued products. If a technological refreshment proposal is accepted and made a part of this contract, an equitable adjustment increasing or decreasing the contract price may be required and any other affected provisions of this contract shall be made in accordance with this clause, the Changes clause, and other applicable clauses of the contract.

8. QUALITY ASSURANCE

8.1 The Government will periodically evaluate the contractor’s performance by reviewing the

Performance Objectives listed in Sections III & IV.

8.2 The Government reserves the right to inspect or conduct any test necessary to determine the condition of the services delivered by the service provider.

8.3 If any of the services do not conform to the contract requirements, the Government may require the service provider to re-perform the services in conformity with the contract requirements, at no additional expense to the Government.

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9. DELIVERABLES & DELIVERY SCHEDULE

9.1 Deliverable, paragraph 3.5 – The vendor shall provide an electronic copy of all trouble calls that includes the time they are opened and when updated. The documentation will be provided to the customer via email or vendor provided secure web interface within 2 working days when requested in writing by the CO.

9.2 Deliverable, paragraph 4.2 – Completion time for activation/deactivation/change requests should be no more than 2 working days. For bulk request of 50 or more completion shall occur within

72 hours after written notice from the CO.

10. GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION (GFE/GFI)

10.1 As specified by the US Government, co-location space to include electrical power, equipment racks, air conditioning and security will be provided. Information pertaining to electrical power, equipment racks specification and location, air conditioning and security will be provided to the service provider upon written request.

11. LAPSE IN SERVICE

11.1 In the event either the COR or CO reports to the contractor a lapse in service the government shall allow a 24 hour cure time. If service is not restored or a delay in restoration is not accepted in writing by the CO, the government will not pay the contractor for the time the service is down.

12. CONTRACTOR MANPOWER REPORTING

12.1. The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the cell phone services via a secure data collection site. The contractor is required to completely fill in all required data fields at http://www.ecmra.mil. Reporting inputs will be for the labor executed during the period of performance for each Government fiscal year (FY), which runs 1 October through 30

September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October of each calendar year. Contractors may direct questions to the CMRA help desk.

12.2. Uses and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the contractor name and contract number associated with the data.

12.3. User Manuals: Data for Air Force service requirements must be input at the Air Force CMRA link. However, user manuals for government personnel and contractors are available at the

Army CMRA link at http://www.ecmra.mil.