PWS_AFAS_Jan_18.doc

PERFORMANCE WORK STATEMENT

4 APRIL 2018

AIRFIELD AUTOMATION SYSTEM (AFAS) SUPPORT

AIR FORCE FLIGHT STANDARDS AGENCY

WILL ROGERS ANG (WRANG)-OKLAHOMA CITY, OKLAHOMA

1.0 SCOPE

This task will require the contractor to provide the support necessary to perform support and engineering services to accomplish technical software support for the maintenance of the Airfield Automation System (AFAS) software system.

1.1

GENERAL

The Air Force Flight Standards Agency (AFFSA)/Airfield Automation Directorate requires Information Technology technical support with regards to Airfield Automation System (AFAS), a product of Systems Atlanta, Inc (SAI), software suite.

The system is designed to meet the information needs of air traffic control (ATC) and airfield management (AM) personnel, both military and civilian. The AFAS resources in each Radar Approach Control (RAPCON) and/or Air Traffic Control Tower (ATCT) are a collection of Commercial Off The Shelf (COTS) general purpose systems that provide a centralized repository of information used to provide decision support tools, aid in planning purposes and maintain situational awareness for air traffic controllers. AFAS provides rapid access to a wide array of information from multiple sources, integrated for display and distribution via a single system.

1.2 TASK EXECUTION PLAN

1.2.1 Task 1: Telephone Support

The contractor shall provide telephone software support (both engineering and product technical support) direct to HQ AFFSA AFAS Program Manager and all AFAS customers.

Contractor Help Desk personnel shall diagnose and resolve system and maintenance issues related to AFAS software configuration, SAI database building, AFAS network infrastructure, SAI software and associated AFAS support tools.

Engineering support shall be provided by the contractor’s engineering staff to resolve AFAS software issues including those involving changes in operating system and security changes required for continued Air Force network operations. The contractor shall also provide reconfigurations of AFAS license files, as necessitated by changes in local network operations. The contractor shall provide original and replacement configuration disks and software documentation, as needed.

Product technical support shall be provided by the contractor’s training staff to resolve issues involving utilization of AFAS, using software features, creating and managing the database, configuring profiles, organizing data most efficiently for rapid access, and other product use knowledge areas.

Contractor Help Desk personnel shall receive and log calls, fill out a Customer Service Request (CSR) form, and forward the CSR to the appropriate SAI resource for resolution. Response time to each support request that is logged within the hours of support coverage shall be within two hours not to exceed eight hours. A monthly electronic CSR report identifying problem, date opened/closed and solution shall be provided to the AFAS Program Manager as well as notifying AFAS Program Manager by email each time a CSR is opened. Contractor format is acceptable.

The contractor shall be available to provide telephone support from 0900-1700 Eastern Time, Monday through Friday, except contractor observed holidays. In the event that support requires the direct involvement of Air Force personnel at overseas locations, telephone support shall be provided on a pre-scheduled basis to cover normal duty hours of the Air Force Location.

1.2.2 Task 2: Site Configuration/Reconfiguration

AFAS location site configuration and reconfigurations generated as defined below:

· What’s Up Gold (WUG) Remote Maintenance Monitor (RMM) reconfiguration(s) due to geographic moves of AFAS equipment

· Global Naming Table (GNT) changes and updates

· AFAS Workstation name changes

· Proxy Server changes

· DNS Server changes

· IP Address changes Configuration changes will not be made until approved by AFAS Program Manager. Configuration files to be delivered to applicable site and AFAS Program Manager.

1.2.3 Task 3: Engineering Services

The contractor shall provide engineering services for AFAS as identified by AFAS Program Manager. These services may include activities such as:

· Technical Interchange Meetings (TIMs)

· Catastrophic System Failure that exceed telephone support Technicians

· IDS data page template designs

· Remediation of system deficiencies of the core software

· Software maintenance patching services

· On-site technical support when needed

1.2.4 Task 4: Image Creation

One SDC/AFAS Image (Kiosk) based on Win 10 Operating System utilizing the current AF SDC that will include AFAS software and adaptations to make the AFAS workstation suitable for an operational air traffic environment and Win 10 patches available at the time of image creation.

1.2.5 Continuation of Essential Department of Defense (DoD) Contractor Services During Crisis: This requirement has been determined not to be essential and does not require continued support during a crisis as defined in DFARS 252.237-7023.

1.3

PERIOD OF PERFORMANCE/PLACE OF PERFORMANCE

The period of performance is twelve months beginning April 4, 2018 and ending April 3, 2018.

1.4

GOVERNMENT FURNISHED EQUIPMENT/MATERIALS/FACILITIES

N/A 1.5

INSPECTION AND ACCEPTANCE

Acceptance of invoice will be made by HQ AFFSA/AFAS COR (Contracting Officer Representative).

2.0 APPLICABLE DOCUMENTS

None

3.0 REQUIREMENTS

This task shall require the contractor to provide the support necessary to perform the following functions:

· Provide first level support to all current AFAS systems and locations to include the following:

· Resolve AFAS software issues including those involving issues caused by changes in operating system and security changes required for continued Air Force network operations.

· Issues involving utilization of the AFAS, using software features, creating and managing the database, configuring profiles, organizing data most efficiently for rapid access in air traffic control environment, and other contractor product use knowledge areas.

· Maintain current AFAS interfaces.

· Generate new AFAS software configurations/license files approved by AFAS Program Manager and deliver to the applicable field unit and AFAS Program Manager.

4.0

DELIVERABLE

The contractor shall be aware that in the absence of any contract requirement from the Service Summary does not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract. The contractor shall ensure the following service methods are achieved as follows:

Service Summary (SS) Requirement The contractor shall ensure the performance objectives, performance thresholds, and support for surveillance methods are achieved as follows:

Performance Objectives and Thresholds

The contractor shall achieve performance thresholds identified in Table 2.1 of this PWS.

NOTE 1: The performance thresholds are designed to:

a. Align contractor performance objectives.

b. Focus on critical success factors in meeting performance objectives.

c. Reflect performance goals.

d. Promote continuous improvement in performance.

NOTE 2: The AFAS Program Manager will exercise surveillance over the performance thresholds.

Surveillance Methods

The contractor shall support the AFAS Program Manager’s surveillance methods as identified below:

a. Random sampling of recurring service outputs.

b. One hundred percent inspection of the output.

c. Periodic inspection of the process or output.

d. Customer complaints.

NOTE: The AFAS Program Manager may use a combination of surveillance methods, as defined above, to monitor contractor’s performance even though the specific surveillance method is not called out in Table 2-1.

Contractor Performance Evaluation The contractor shall be aware that the evaluation of performance will occur when AFAS Program manager evaluates the service of the contractor to determine whether or not it meets the performance measures of the contract.

NOTE: In the event the performance measure is not met, the Contracting Officer Representative (COR) will issue written notification to the contractor. In those cases, the PCO will take appropriate measures.

Paragraph Performance Threshold

The contractor shall respond to customer support request that is logged within the hours of support coverage within two hours not to exceed eight hours.

1.2.1

100% Compliance.

Response must be no more than 8 hrs.

CSR reports are due NLT 5 business days from the end of the month.

Disks must be configured for site to ensure proper operations.

Engineering services will be provided as needed not to exceed CLIN 002.

Image will be designed, created, tested and delivered to AFAS Program Manager within the PoP.

5.0

GENERAL

Contractor employees shall identify themselves as contractor personnel by introducing themselves or being introduced as contractor personnel and displaying distinguishing badges or other visible identification for meetings with Government personnel. In addition, contractor personnel shall appropriately identify themselves as contractor employees in telephone conversations and in formal and informal written correspondence.

5.1 Contractor

The contractor shall prepare one combined invoice and receiving report through Wide Area Workflow (WAWF) online system. The invoice shall be broken out according to contract service. Registration information, invoicing procedures, software downloads and web based training are available at https://wawf.eb.mil. The contractor shall have an electronic business point of contact listed in their Central Registration (CCR) listed prior to using WAWF.

5.1.2 Contractor Manpower Reporting (CMR): The Contractor shall report ALL Contractor labor hours, to include sub-Contractor labor hours, required for the performance of the services provided under this contract via a secure data collection site. The Contractor is required to completely fill in all required data fields at the website https://afcmra.dmdc.osd.mil.

The Contractor shall report all labor hours executed during the Period of Performance (PoP) for each Government Fiscal Year (FY) which runs from 1 October through 30 September the following year. Although the labor hours executed may be completed any time during the FY, all data shall be completed no later than (NLT) 31 October of each calendar year. Contractors may direct questions to the CMR help desk email listed at https://afcmra.dmdc.osd.mil.

5.2 Government

5.2.1 The contractor shall notify the designated government representative via e-mail when the invoice is input in the WAWF system. They will either approve the invoice or coordinate with the contractor if it is not acceptable.

5.2.2 The government representative is Ms. Stephanie Jane Roberts, HQ AFFSA/FM, 405-734-4891.