BITS 24 PWS.pdf

Performance Work Statement

Base Infrastructure and Telecommunications

Support (BITS) Services Contract

72d Air Base Wing Communications Directorate

Tinker Air Force Base

26 September 2023

Revision/Change Record

Revision Date Description of Revision Paragraph # Affected 1 TBD Awarded All

Table of Contents

Performance Work Statement Revision/Change Record Table of Contents

1. Description of Services

1.1. Description of Services

1.1.1. Current State

1.2. Scope of Work

1.2.1. Program Manager

1.2.2. Quality Assurance

1.2.3. Configuration Management

1.2.4. Quality Control Plan

1.2.5. Preventive Maintenance Plan

1.2.6. Preventive Maintenance Inspections

1.2.7. Infrastructure Maintenance

1.2.8. Telephone Maintenance and Repair

1.2.9. Voice Mail

1.2.10. Reserved……………………………………………

1.2.11. Service and System Outages

1.2.12. Ticketing and Work Order System

1.2.13. Reserved…

1.2.14. Reserved…

1.2.15. Long Distance Billing

1.2.16. Telephone Control Officer

1.2.17. Base Telephone Directory

1.2.18. Direct Bill with Third Party Contractors

1.2.19. Technical Solutions and Cost Estimates

1.2.20. Contractor Support Services

1.3. Administrative

1.3.1 Meetings

1.3.2 Monthly Status Report

1.3.3 Key Personnel

1.3.4 Organizational Chart

1.3.5 Hours of Operation

1.3.6 Submittal of Invoices

1.3.7 CLIN/SLIN/PID Utilization Record

1.4. Levels of Service

1.4.1. Reserved

1.4.2. Outage Restoration Time Frames

1.4.3. Work Order Completion Time Frames

1.4.4. Location and Marking Completion Time Frames

1.4.5. Site Survey Completion Time Frames

1.4.6. Cost Estimate Completion Times Frames

1.4.7. Penalties for Late Work Orders

1.4.8. Response Times

1.4.9. Calculations

1.4.10. Work Order Surges

1.5. General Contract Information

1.5.1. Security Requirements

1.5.2. Contractor Employees

1.5.3. Subcontractor Compliance

1.5.4. Transition Period

1.5.5. Strike Plan

1.5.6. Travel

1.5.7. Housekeeping, Foreign Object Damage and Dropped Object Prevention

1.5.8. Section 508 of the Rehabilitation Act

1.5.9. Other AFIs Compliances

1.5.10. Disaster Recovery Requirements

1.5.11. Records, Files and Documents

1.5.12. Protection of System Data

1.5.13. Data Rights and Non-Commercial Computer Software

1.5.14. Key Control

1.5.15. Conservation of Utilities

1.5.16. Freedom of Information Act and Privacy Act

1.5.17. Non-Personal Services

1.5.18. Over and Above Work

1.5.19. Contractor Manpower Reporting Requirements

1.5.20. Voluntary Protection Program

1.5.21. Mission Essential Services During Crisis

1.5.22. Mandatory Provision, Performance of Services during a Crisis Declared by National Command Authority or Overseas Combatant Commander

1.5.23. Base Closures

2. Services Summary

2.1. Services Summary

2.2. Government Quality Assurance

2.3. Performance Evaluation

2.4. Services Summary Table

3. Government Services

3.1. Government Furnished Services

3.1.1. Security Forces

3.1.2. Fire Emergency and Routine Services

3.1.3. Utilities

3.1.4. Postal

3.1.5. Telephone

3.1.6. Custodial Services

3.1.7. Refuse Collection

3.1.8. Insect and Rodent Control

3.1.9. Grounds Maintenance

3.1.10. Real Property Maintenance

3.1.11. Local Area Network

3.1.12. Workspace

3.2. Government Provided Training

3.3. Government Property

3.3.1. Shared Facilities

1. Description of Services

1.1. Description of Services

The contractor shall operate and maintain infrastructure in accordance with (IAW) this Performance Work Statement (PWS) and the mandatory guidance and directives. Operation and maintenance support and services include both the inside and outside cable plant for telephone and network infrastructure. These services are provided to Tinker Air Force Base, OK (TAFB) by the 72d Air Base Wing Communications Directorate (72 ABW/SC). This contract provides a wide range of services, operations and solutions covering existing legacy infrastructure, networks, and tier 1 support for Voice over Internet Protocol (VoIP) telephony systems as well as emerging requirements.

The contractor shall install inside and outside plate telecommunications and Local Area Network (LAN) infrastructure requirements throughout Tinker AFB and designated Geographically Separated Units (GSUs). The contractor shall support base mission changes, major or minor Base Infrastructure and Telecommunications Support (BITS) infrastructure modifications, and other support requirements necessary to meet mission requirements. Support requirements may originate from technology changes, hardware and software systems upgrade, reconfigurations, new or additional equipment, dial central office reconfigurations to include routing and diversity requirements, and any other environmental changes that impacts or alters the BITS requirements. The contractor shall advise technical personnel of upcoming trends for voice, data, LAN, and video solutions and make recommendations for migration to these solutions. The push for convergence of voice, data, LAN, and video shall be considered when recommending new solutions. All efforts shall be directed towards a Unified Convergence Network by identifying deficiencies and shortcomings of the current communication network when evaluated against an adopted IPv6 and VoIP standard.

1.1.1. Current State

• See Attachment 4

1.2. Scope of Work

The 72 ABW/SC (SC) provides information technology (IT) services for TAFB. The contractor shall provide the necessary resources to design, develop, sustain, maintain, and enhance new and existing IT capabilities and tools consolidated from the TAFB support organizations and placed under SC management. Work performed in this PWS shall support the mission of all 72 ABW and mission partners at TAFB. The goal of the BITS contract is to support missions that require highly reliable voice, data, and video communications, information services, solutions, and products.

The contractor shall install, operate, repair, and maintain all equipment and systems IAW the original equipment manufacturers technical manuals and specifications, Industry Standards, Department of Defense (DoD), United States Air Force (USAF) policy and regulations, and applicable federal, state, and local regulations.

All expenses for parts, material, tools, labor, company vehicles, trailers, equipment and/or personnel (man) lift systems/devices, hoists, and any other items required to maintain, operate, repair, or restore the infrastructure and equipment, within the scope of this PWS shall be provided by the contractor.

All new customer requirements will require a cost estimate. The customer will reimburse for new requirements.

Contractor shall maintain a 90-day supply of material to complete new customer requirements IAW para 1.4.3.

All references to day(s) are business days, unless otherwise stated.

General contract requirements and information include, but not limited to, the following:

• Core hours are the designated period of the day when all employees must be on-site (0800-

1600).

• Operate and maintain communications infrastructure to include fiber, copper, manholes and handholes (MH/HH).

• Provide tier 1 support for VoIP telephony systems IAW paragraph 1.2.8.1.

• As necessary, provide disposition of legacy telephone switch and infrastructure, non-repairable or obsolete equipment removed from service either through trouble tickets, work orders (WOs), or upgrade of system.

• Provide cost estimates of new IT requirements.

• Distribute telephone long distance bills monthly for verification.

• Perform administration of the Telephone Control Officer (TCO) program IAW para 1.2.16.

Provide all personnel, equipment, parts, material, tools, labor, company vehicles, trailers, equipment and/or personnel (man) lift systems/devices, hoists, and any other items and services necessary to safely meet the requirements of the BITS contract.

Note: The contractor shall not allow employees to utilize their personal/privately owned vehicles (POVs) to perform any work on TAFB. The contractor shall have, at contract start date, sufficient contractor vehicles to support the BITS contract. Vehicles are to be uniform in color and display their company logo on each side of the vehicle for easy identification.

1.2.1. Program Manager

The contractor shall identify an on-site program manager (PM) who shall be the primary representative responsible for all work performed in the scope of this PWS and shall ensure all standards are adhered

to. The following is a generalized list of duties and is not all inclusive.

The PM shall:

• Provide the name of any alternate(s) who shall act for the contractor when the PM is absent.

The alternate shall be designated in writing to the contracting officer representative (COR) no later than (NLT) five (5) days after contract award. Subsequent changes shall be identified NLT five (5) days after appointment.

• Provide 24/7 contact information of the PM and alternate(s).

• Establish and maintain standard QCP practices throughout the period of performance (Pop).

The government will have visibility into the contractor’s organization and techniques used in managing the program.

• Submit all requests for access to controlled areas.

• Maintain timelines, develop, and maintain reports and be the liaison with the COR.

• Shall provide a Weekly status report (WSR) detailing project or requirement status IAW

Attachment 7 by Monday of each week. The government retains the right to request and/or modify the format at no additional cost to the government.

• Maintain and ensure team members follow all policies and procedures outlined in this PWS.

• Submit a written Program Management Plan NLT thirty (30) calendar days after contract award detailing the proposed management plan as related to each area outlined in this PWS and thereafter as requested by the COR. The report format will be provided by the COR.

1.2.2. Quality Assurance

The contractor shall provide a quality assurance (QA) team that is able to work multiple initiatives simultaneously.

The QA team shall be responsible for QA on systems under the control of SC and its customers.

• Ensure proper testing, development, performance, and documentation is performed in test environment prior to production environment.

• Track and report satisfaction of customer requirements.

• Be available for validation/support when a tested/supported system is deployed.

• Work with all team members as issues are discovered and resolved.

• Provide pre- and post-maintenance validation of system/service availability for all maintenance performed. This may include working non-core hours to minimize the impact to customers.

• Maintain and report system/service availability metrics in the MSR IAW item 3 of Attachment

10.

1.2.3. Configuration Management

The contractor shall accomplish, and document configuration management (CM) activities as described in this PWS. These activities shall include, but are not limited to, baseline identification, configuration and/or change control, status accounting, and auditing.

CM includes:

• Creating, maintaining, and providing procedural documentation showing how configurations are designed, deployed, modified, and sustained IAW Attachment 2.

• Maintenance of current information on deployed systems so that support, with a specific understanding of the functional environment, can be provided, to include but not limited to, system architecture diagrams.

• Routing work requests received via ticketing and work order (WO) systems or direct from customers through the proper CM process.

• Generating documentation of requested modifications to be retained for historical recordkeeping.

• Coordinating and processing Work Orders and trouble tickets for scheduled and unscheduled maintenance, deployments, commissions and decommissions.

• Coordinating and scheduling all maintenance activities.

• Providing system downtime and outage notification to all designated points of contact (POCs) per SC policies.

• Maintaining items on the SC maintenance calendar as requested.

1.2.4. Quality Control Plan

The contractor shall establish and maintain a quality control plan (QCP) to ensure the requirements of this contract are provided as specified. The overall responsibility to properly maintain and operate the BITS shall rest with the contractor as described by the QCP and be performed IAW the commercial manufacturer’s recommended procedures. At a minimum, the QCP shall include the following:

• The inspection system shall include each item on Services Summary table and PWS.

• How, when, and who shall inspect each service.

• Methods used to record the quality control inspection and the disposition of these inspection records.

• Approach for manning, training, and risk management.

The contractor shall submit the initial QCP within thirty (30) calendar days of contract start date and ten

(10) calendar days prior to each option year start date. The COR will notify the contractor of acceptance or required modifications to the plan. The contractor shall make modifications at no additional cost to the government and obtain acceptance of the QCP by the COR before the start of each option year. The QCP shall be updated as changes occur and shall be submitted for review and acceptance by the government. The contractor shall provide the results of QCP inspections in the MSR. The report format will be provided by the COR.

1.2.5. Preventive Maintenance Plan

The contractor shall submit the initial preventive maintenance plan (PMP) within thirty (30) calendar days of contract start date and ten (10) calendar days prior to each option year start date. The PMP the plan format will be coordinated with the Contracting Officer.

The contractor shall:

• Develop a PMP for scheduling and performance of maintenance inspections (PMIs).

• Coordinate additions, deletions, and changes to the plan with the COR.

• Document all PMI records.

• Retain electronic documentation.

• Ensure COR access is granted to vendor databases, storage media and files.

o When applicable government-owned electronic documentation systems are available, the contractor shall be required to maintain and administer (i.e., Telecommunications Management System (TMS) and make available for review by the COR.

o Alternatively, if electronic documentation is unavailable retain physical documentation.

• Annotate the record with equipment data, serial number, description of problem, and the corrective action taken by the contractor, if malfunctions or problems are noted because of a

PMI.

• Elevate any problems and identify any trends to the COR.

1.2.6. Preventive Maintenance Inspections

The contractor shall perform preventive maintenance inspections (PMIs) monthly on fiber infrastructure and Manhole duct system IAW Attachment 4. Results of the PMIs shall be included in the monthly status report IAW Attachment 10.

1.2.6.1. Spare Fiber Strand Test

The contractor shall perform a PMI of spare fiber strand(s) end-to-end within patch panels in all buildings on TAFB that comply with relevant technical orders (T.O.) and governing industry standards listed in Attachment 2.

• All category fiber optic circuits shall be tested using a test set that meets the accuracy requirements of TIA/EIA-568-B.1 and TIA/EIA-568-B.3.

• All test requirements shall be completed as specified in TIA/EIA-568-B.1 and TIA/EIA-568- B.3.

• Unless stated otherwise, tests shall be performed from both ends of each circuit. Connectors must be visually inspected for scratches, pits or chips and shall be re- terminated if any of these conditions exist.

Note: Outside plant (OSP) fiber optic cables are terminated on optical patch panels. The inside plant fiber optic backbone cables are terminated on optical patch panels in the same or adjacent equipment racks. Patch cables are connected between the patch panels to provide the desired connectivity.

The contractor shall:

• Stencil patch panels with the panel number and cable count.

• Perform PMIs on scheduled spare fiber strands monthly and cumulatively all every two (2) years; a minimum of 4% will be inspected monthly.

• Provide the monthly PMI schedule as part of the MSR.

• Document test results in TMS and include in the MSR.

• Provide report showing vacant fiber strand and identifying paths >80% saturated annually in

July.

Note: The BITS contractor shall be the only vendor to test and verify fiber infrastructure. No third party or government entities may conduct such tests. This process ensures the integrity of the base fiber infrastructure, database accuracy, and prevents damage to any base infrastructure by outside unauthorized sources. Test results will be accepted from third party vendors for newly installed fiber.

The contractor shall maintain newly installed fiber once test results are accepted.

1.2.6.2. Manhole and Handhole

• Perform PMIs on every MH/HH IAW industry specifications and standards on TAFB and throughout the PoP of this contract.

• Perform PMIs monthly and cumulatively all every two (2) years; a minimum of 4% will be inspected monthly.

• In the base period of this contract, perform a preliminary inspection of all MH/HH and recommend a schedule based on conditions found.

• Inspect each MH/HH for the following discrepancies and correct as required:

o All cables shall be identified and tagged in accordance with ANSI/TIA/EIA- 606A.

At each splice, tags shall be placed on each side of the splice identifying each cable.

In MHs with pull through cables, each cable shall be identified with a tag.

o All cables shall be racked to the MH cable supports with proper devices.

o All ducts (vacant or occupied) shall be sealed.

• All MH/HHs shall be cleaned of mud, water, and debris within sixty (60) days of discovery.

o Ensure splice cases are properly grounded.

• Document all inspection and repair actions.

o Include date/time of discovery or notification.

• Update the Integrated Maintenance Data System (IMDS) database with MH/HH PMI findings and record descriptive information for splices, cables, ducts, and other communication features in the MH/HH.

o Alternatively, if electronic documentation is unavailable retain physical documentation.

• Provide a monthly PMI schedule in the MSR.

• Document test results in TMS and include in the MSR.

1.2.6.3. Electro-Static Discharge

The contractor shall perform and document electro-static discharge (ESD) and grounding procedures to include the use of Testing, Measurement, and Diagnostic Equipment (TMDE) daily IAW TO 00-25-234 (Change-1), Technical Manual: General Shop Practice Requirements For The Repair, Maintenance, And Test Of Electrical Equipment (27 Oct 2021).

1.2.7. Infrastructure Maintenance

1.2.7.1. Infrastructure maintenance and repair

The contractor shall:

• Perform maintenance and repair on all equipment and systems in Attachment 4.

• Includes inspection, testing, adjustment, and repair to optimize the life expectancy of the equipment and cable systems.

• Includes trouble tickets for OSP and inside plant from the DCO to the building telco demarc on telephones, LAN cable, and cable/fiber outages.

• Operate, repair, and maintain the telephone switching system(s), transmission equipment, ancillary equipment, customer premise equipment (CPE).

Note: Infrastructure maintenance does not include inside plant labor and/or materials from the building telco demarc to the end user device (i.e., phone on users’ desk). These services shall require a cost estimate and shall be reimbursable by the customer via a trouble ticket or WO.

1.2.7.2. Communications and Information Systems Installation Record

(CSIR) and/or CIPS Visualization Component (CVC) System

The contractor shall create, update, and post changes to drawings, plant records and documents daily.

Copies of the CSIR shall be provided upon request. The contractor shall provide support to migrate and update the hard copies of the current cable drawings into the base map in required electronic format.

The updates shall include, but are not limited to, verification of existing cable paths/runs indicated on current hard copy drawings and ensuring that the electronic version(s) of updated drawings accurately reflect the actual location of the cable’s paths/runs drawn.

1.2.7.3. Copper/Fiber Cable

1.2.7.3.1. Location Staking and Marking

The contractor shall locate, and mark buried copper/fiber cable only to reduce the likelihood of damage to the copper/fiber during excavation. The contractor shall locate, and mark buried copper/fiber within one (1) foot of the actual location at 10-foot intervals and at direction changes. The marking shall begin two (2) feet from the point of entry into the work area and shall continue two (2) feet past the point of exit from the work area. The contractor shall have an OKIE 811 account at the expense of the contractor, to locate and mark buried copper/fiber cable. Note: This section excludes all electrical and coax cable.

1.2.7.3.2. Global Positioning System Service

The contractor shall provide a global positioning system (GPS) service to collect geospatial data on the repairs, modifications, or additions to the OSP cable installation pathway. This data, known as Communication Feature Location Data (CFLD), consists of geospatial location and attribute information on physical features in the cable installation pathway. Features include, but are not limited to, communications cables (buried, underground, open trench, and above ground) and associated structures and equipment such as manholes, handholes, duct banks, conduits, splice points, and pedestals. The method for collecting and formatting data shall be done with a GPS unit that collects coordinates. Those coordinates will be formatted in CVC. The contractor shall provide GPS data on CVC electronic media or as requested by the COR.

1.2.7.3.3. Inside and Outside Plant Maintenance

1.2.7.3.4. Cyberspace Infrastructure Planning System Account

The contractor shall have a Cyberspace Infrastructure Planning System (CIPS) module authorization for their personnel that require access specific areas of CIPS to accomplish day-to-day tasks. Click here for CIPS Link. Submittal of DD 2875 System Authorization Access Request (SAAR) through the CIPS link for all access requests.

1.2.7.3.5. Communications and Info Systems Installation Record (CSIR) https://okie811.org/ https://cips.cce.af.mil/CIPS5/CipsUser/Details/97561063

1.2.7.3.5.1. Update and Post Changes to Drawings

The contractor shall produce, update, and post changes to drawings, plant records or documents using Government-provided forms, software, and web browser applications. The contractor shall:

• Load, edit, update, and maintain CSIR information for OSP in the CVC database IAW TO 00- 33D-3004.

• Transfer all pertinent OSP communications feature data information from administrative and maintenance CSIR, Legacy CSIRs, WOs, inspection records, as-built and as-installed marked-up drawings, and GPS services produced because of the contractor’s operations to the CVC database.

• Update the CVC database with OSP information from as-built drawings or other pertinent documents or electronic data pertaining to work done by third parties (organic or Contractor) when tasked through the WO process.

• Verify contractor-entered information, accuracy, and completeness.

1.2.7.3.5.2. Inside Plant Drawing Records

The contractor shall maintain inside plant drawing records. The contractor shall:

• Transfer all pertinent inside plant information from administrative and maintenance CSIR, legacy CSIRs, WOs, inspection records, as-built and as- installed marked-up drawings or other information produced because of the contractor’s operations to inside plant drawing records.

• Develop and maintain correct, manually annotated paper copies of changes to the inside plant in addition to the electronic drawing files.

• Once the COR has verified that the contractor has properly updated the electronic drawing with the annotated changes, the paper copy may be discarded. Color plots of electronic files are acceptable providing they display the same information as a manually marked-up drawing.

• Update legacy CSIR drawing records with inside plant information from as-built drawings or other pertinent documents or electronic data pertaining to work done by third parties (government or contractor) when tasked through the WO process.

• Not produce new electronic files unless no file exists.

• In cases when no electronic file exists, the contractor shall produce a new drawing for inside plant permanent drawing records.

• Update any associated drawings to incorporate any changes/additions made to a drawing record.

• For example, if a floor plan has changes, the changes shall also be posted to the equipment data list/face equipment diagram, as applicable.

1.2.7.3.5.3. Contractor and Third Party As-Built drawings

All contractor and third party as-built drawings submitted shall be in Microsoft VISIO, or CVC format.

The contractor shall provide correctly annotated paper copies in addition to the electronic files until the electronic submittal process has been validated at which time the paper copy requirement may be waived. Color plots of electronic files are acceptable providing they show the same information that would be shown in a manually marked up drawing.

1.2.7.3.5.4. Produce Drawings

All contractors shall produce drawings to support engineering initiatives.

1.2.7.3.5.5. Changes/Additions

All changes and additions shall be provided to the government.

1.2.7.3.6. Privately Owned Motor Vehicles (POV)

Contractor personnel shall comply with the directives pertaining to operation of POVs on Tinker AFB per AFMAN 31-116 and TAFB Supplement, in its entirety, “Motor Vehicle Traffic Supervision”. The Contractor shall comply with Tinker AFBI 24-302, in its entirety for the operation of POVs within Tinker AFB.

1.2.7.3.6.1. Security

The contractor shall manage all MH/HHs. Keys shall be made available upon request.

1.2.7.4. Cross-Connect and Disconnect Services

The contractor shall perform cross-connect, disconnect, and associated testing. Cross-connect and disconnect services shall be provided as part of the monthly maintenance service.

1.2.7.5. Maintenance Requirements

The monthly maintenance service includes all existing infrastructure and all additions to the infrastructure throughout the PoP of this contract and includes but not limited to:

• Maintain and update the TMS database.

• Data administration and recordkeeping.

• Phone activation and deactivation (analog/VoIP).

• Phone resets (VoIP).

• Phone moves or changes (analog/VoIP).

• Phone PIN resets (analog/VoIP).

• Phone voicemail setup or updates (analog/VoIP)

• Phone system database updates (CUCM)

• Cross-connects and disconnects.

• Line circuit testing and validation.

• Fault detection/location/notification/repair/verification.

• Service verification.

• Purchasing, inventorying, tracking, and reporting status of material, supplies, and spares.

• Preventive maintenance inspections (PMIs).

• Maintenance of telephone sets, switches, station wiring, batteries, and telecommunications power equipment.

• MH/HHs.

• Cost estimates for customer requirements

1.2.8. Telecommunication Maintenance and Repair

1.2.8.1. Tier 1 VoIP telephony systems support

The contractor shall possess at least two DoD 8570.1 credentialed technicians to provide Tier 1 VoIP telephony systems support for TAFB telephone system. Credentialed technicians shall comply with any future directive that may supplement or replace DoD Manual 8140.03. Contractor personnel shall be qualified and maintain certifications as listed throughout this PWS and Defense Federal Acquisition Regulation Supplement (DFARS) 252.239-7001 “Information Assurance (IA) Contractor Training and Certification.” The Government will not provide funds for any Department of Defense (DoD) Manual

8140.03 “IA Certification” training, travel, or testing for Contractor personnel. Required certifications are a condition of employment and must be documented by the contractor in coordination WCO and the COR upon entry to service and maintained throughout the contract. Tier 1 VoIP telephony support shall include:

The contractor shall operate and maintain database, configuration, and system updates for:

• Phone activation and deactivation (analog/VoIP).

• Phone moves or location changes (analog/VoIP).

• Phone PIN resets (analog/VoIP).

• Phone resets (VoIP).

• Phone Caller ID updates/changes (analog/VoIP)

• Phone voicemail setup or updates (analog/VoIP)

• Phone configuration database updates in CUCM/TMS/E911 (analog/VoIP).

1.2.8.2. Telecommunications Management System

The contractor shall establish, maintain and update TMS records. All TMS records are government property. The contractor shall perform daily telecommunications management system (TMS) record updates. Some updates may require the contractor to manually enter the data upon completion of individual WOs or record changes.

The contractor shall:

• Complete record updates within two (2) days after circuits/service have been installed/relocated/disconnected or changed.

• Maintain and update cable pair(s) and fiber strand(s) assignment records in TMS.

• Return TMS records and documents to the government at the end of this contract in a format requested by the COR.

o All records and record-generating software shall remain at the location designated by the government and shall be available for review by the government.

• Make provisions for government access to databases, servers, media, or other documentation.

• Include requested records and reports in the monthly status report IAW Attachment 10.

• Create and maintain accurate, complete, and readable records such as:

o PMI Schedules (see paragraph 1.2.6).

o Cable Pair and Fiber Strands Assignment Record.

o Point to point circuits.

o Cable Installation/Repair Test Results.

o Maintenance/Repair Logs.

o Scheduled Service Interruption Records. Scheduled interruptions shall include the reason for the interruption, authorizations, action taken, equipment or lines affected, and dates/times of coordination and restoration.

o Quality Control Records.

o Switching System and Inside & OSP Equipment Operational Records.

o Utilization Report.

o Contractor-Furnished Hazardous Material.

o Global Positioning System (GPS) Service Data.

The contractor shall update and maintain the Communication Feature Location Data (CFLD) and use the data to update the location and attributes of communication features in the CVC.

1.2.8.3. Tier 1 Telephone Trouble and Repair

The contractor shall resolve Tier 1 telephone trouble tickets submitted through the Communication Focal Point (CFP). The contractor shall use the ticketing/WO system (see paragraph 1.2.12) to open trouble tickets on reported problems, dispatch technicians, document resolutions, close trouble tickets, and report on repair statistics.

1.2.9. Voice Mail

The contractor shall complete voice mail setup and pin resets when requested by customer via work order or ticketing system.

1.2.10. Reserved

1.2.11. Service and System Outages

The contractor shall notify the COR 24/7/365 of unscheduled critical, emergency, and priority outages IAW 1.2.11.5 NLT five (5) minutes after outage start time 100% of the time by telephone and email.

The COR will report and update outages to the Communications Focal Point (CFP).

1.2.11.1. Scheduled Outages

The contractor shall coordinate the requirement for all scheduled outages with the COR. The contractor shall follow established local procedures for scheduling and implementing scheduled outages. In all cases, notification shall include the reason for the interruption, the duration of the outage, start and stop times of the outage, the equipment, lines, and buildings affected. Outages shall be scheduled to minimize inconvenience to users based upon government user work schedules. Prior to the outage, the end user must release all affected equipment and circuits.

1.2.11.2. Unscheduled Outages

If multiple buildings, areas, primary trunks, or cables/fibers are impacted, the COR will assign the outage category and determine priority.

The contractor shall:

• Notify the COR by telephone/text and email of outage(s).

• Respond on-site and initiate repair actions.

• Restore services in the order determined by the COR.

1.2.11.3. Outage Cause Identification

The contractor shall immediately notify the COR as to a cause of an outage, the methods required to restore service(s), prevention of future outages and report findings. The contractor shall submit an outage report indicating all necessary actions taken to identify, correct and restore the service.

1.2.11.4. Outages Categories

The contractor shall maintain an accurate and legible record of all scheduled and unscheduled outages which includes the reason for the outage, authorizations, action(s) taken, equipment or lines affected, and dates/times of coordination and restoration. (See outage estimates in Attachment 4) The contractor shall:

• Begin restoration actions until service is restored based on priority.

• Work closely with the COR on all service or system emergencies.

• Verbally and in writing notify the COR upon restoration of service.

• Provide service restoration time and a description of repair action.

• If an outage significantly affects a mission, the Communications Service Officer (CSO) and/or

COR may designate the category of outage as the mission dictates.

• Respond to and restore service outages.

• From the time of receipt of the notification the contractor shall respond to property within time limits (see paragraph 1.4.2). If it is determined by the contractor that the outage restoration time frames cannot be met, the contractor will contact the COR. The COR will determine the prioritization of outages. The contractor shall respond to the government within one (1) hour of notification.

If a telephone or network outage significantly affects a mission, the CSO and/or COR may declare the outage as Critical. The COR will notify the contractor of the outage criticality.

1.2.11.5. Category Definitions of Service Outages

1. Critical Outage. The CSO/COR may declare any outage as a critical if the outage significantly affects the mission of the government. A critical outage is normally a sudden and widespread disaster stemming from the result of a man made or natural disaster in which property, equipment, and site infrastructure are destroyed. The COR will determine if expedition of parts and/or labor is required. The contractor must advise the CSO and COR of their restoration procedures in a critical situation.

2. Emergency Outage. The CSO/COR may declare any outage as an emergency outage if the outage significantly affects the mission of the government. An emergency outage is defined by the government as any outage that severely hampers the Air Force mission and can be restored. The COR will determine if expedition of parts and/or labor is required.

• Loss of 75% to 100% of total call handling capability or infrastructure

• Any loss, full or partial, of the Primary or Secondary med System

• Failure of one or more circuits (phone and network)

• Loss of LAN connectivity to 100 or more users

• Other as determined by COR.

3. Priority Outage. The CSO/COR may declare a priority outage if the outage significantly affects the mission of the government. The COR will determine if expedition of parts and/or labor is required.

• Loss of over 25% to 74% of total call handling capability or infrastructure

• Major alarm of any telephone switching system

• Loss of Commanders Net or Land Mobile Radio (LMR) telephone/radio circuits

• Total loss of telephone service within a building

• Loss of LAN connectivity affecting 15 to 99 users

• Other as determined by COR.

4. Routine Outage. A routine outage does not seriously affect the mission but does hamper day-to-day operation of the government installation. The COR will determine if expedition of parts and/or labor is required.

• Loss of less than 24% of total call handling capability or infrastructure

• Major alarm of any telephone switching system

• Outages not included in categories 1-3 are considered routine day-to-day outages.

5. Scheduled Outage. The contractor shall provide a detailed explanation of the outage to include anticipated downtime and areas affected.

1.2.12. Ticketing/Work Order System

The contractor shall use the government provided ESD Remedy ticketing system and CIPS Work Order (WO) (or subsequent system utilized for those purposes) for tracking and capturing the workload of this

PWS.

• Utilize this system as the central repository for information regarding the workload of SC and mission partners.

• Create trouble tickets and WOs when reported and close trouble tickets as issues are resolved.

• Access Remedy (or subsequent system utilized for those purposes) to document trouble tickets.

• Refer any questions, concerns, or disputes concerning WOs to the COR in writing within 24 hours of receipt of the WO.

• In the case of misunderstanding, dispute or concern, the contractor shall review with the COR prior to rejecting WOs.

• Advise customer of Interactive Customer Evaluation (ICE) Survey reporting procedures.

1.2.12.1. Procedures and Requirements

The contractor shall adhere to the following WO procedures and requirements provided by the Customer Requirements Management (CRM) team. The CRM team is the focal point for submission of all communication requirements and the processing of requirements. Examples of WOs include, but are not limited to, future equipment purchases, installations, removals, or relocations. Additionally, WOs may include installation or removal of cables/transmission media as required for the support of new requirements and monthly maintenance of equipment items/media.

The contractor shall:

• Notify the COR of any installation found to be incomplete or not installed according to industry standards.

• Perform a site survey, with the government Project Manager and/or COR (if available), to ensure agreement on requirement.

• Prepare WOs via CIPS WO (or subsequent system utilized for those purposes).

• WO numbers will be established by the CRM Team in SC.

1.2.12.2. Required Information

The contractor shall ensure all Cost Estimate/WOs contain the information IAW Attachment 7.

• Company logo; address, and phone number.

• Contract number.

• Work order number.

• Date.

• Organization requesting work.

• Building and Room number.

• Point of Contact name.

• Point of Contact phone number.

• Priority Classification of work.

• Corresponding timeline of priority classification in days to complete

• CLIN/SLIN/PID, description, quantity ordered, unit cost, and estimated charges.

• Customer signature

• Date cost estimate completion date

• Released to work date

• Completion date

Note: Customer requested changes to WOs shall be reported to the CRM and Project Management team and noted in CIPS. The COR shall be notified when the customer requests a change to the technical solution or description of the work order. The COR will work with the CRM to rectify situation and advise contractor of technical solution and direction.

1.2.12.3. Priority Changes

The COR reserves the right to change work orders when deemed necessary. WOs shall be prioritized as routine, priority, or emergency. The COR or CRM team is authorized to reclassify/reprioritize work orders without cost.

1.2.12.4. WO Completion During Non-Core Hours

Occasions may arise that require WOs to be accomplished during non-core hours. The contractor shall be responsible for covering such situations with adequate personnel and complete the WOs within the established time frames (see paragraph 1.4.3).

1.2.12.5. WO Completion Under DoD Furlough Mandate

The contractor shall coordinate with COR to accomplish WOs when DoD personnel are furloughed.

1.2.12.6. Direct Work Orders

The contractor shall perform all work directed by the CSO/COR/Disaster Control Group (DCG) through the Communications Focal Point (CFP) in case of emergency.

1.2.12.7. Submittal of Completed Work Orders

The contractor shall maintain completed WOs and shall make available upon request by the COR.

Completed WOs shall be entered into TMS within two (2) days.

1.2.13. Reserved

1.2.14. Reserved

1.2.15. Long Distance Billing

The contractor shall produce telephone long distance bills from the Telephone Maintenance Systems (TMS) monthly for verification and distribution by the government IAW TAFBI 33-111. Long distance billing consists of approximately 150 organizations that will be uploaded to the Tinker long distance billing SharePoint for 72ABW/SC Resource Advisors review and distribution for payment.

• Provide a billing package by organization account to the 72 ABW/SCXX resource advisor which includes but not limited to:

o AFMC directed format cover letter o Bill summary o A copy of the bill

• Make a detailed electronic monthly bill available to customers.

1.2.16. Telephone Control Officer

The contractor shall perform administration of the telephone control officer (TCO) program. The contractor shall:

• Maintain unit TCO appointment letters.

• Educate and provide guidance to TCOs.

• Maintain a database/list of TCOs.

• Provide long distance billing to TCOs.

• Request telephone directory updates from TCOs.

• Annually conduct a review and update TCO appointment letters IAW TAFBI 33-111.

1.2.17. Base Telephone Directory

The contractor shall be responsible for updating the telephone directories of all organizations on TAFB.

The contractor shall:

• Support the Air Force Installation requirements for updating the base telephone directory IAW

TAFBI 33-111.

• TCOs will submit base telephone directory updates (i.e., additions, changes, and deletions) to the contractor.

• Make requested changes annually.

• All changes will be verified by contractor prior to sending to Public Affairs (PA).

• The contractor shall coordinate updates with PA prior to final print.

1.2.18. Direct Bill with Third Party Contractors

When support is required that is not within scope of this PWS, the contractor shall coordinate closely with other commercial contractors and organizations.

The contractor shall:

• Direct bill other contractors or agencies for services performed which are outside the scope of this PWS.

• Submit a WO for the requesting contractor or agency for audit and tracking purposes only.

• Ensure that direct bill requirements do not affect the day-to-day, scheduled maintenance, or trouble resolutions of this PWS.

• Not perform direct bill work during core hours.

1.2.19. Technical Solutions and Cost Estimates

The contractor shall:

• Provide written cost estimates of customer IT requirements, downward directed programs and

TAFB unique requirements.

• Provide design solutions, cost estimates, suggested sources, implementation approach and configuration impact.

• Make recommendations to the government as to the feasibility of implementation into the existing network environment IAW applicable directives.

• Track to completion in ticketing/WO system.

• Cost estimates shall contain all information listed on Attachment 7.

1.2.19.1. Cost Estimates

The contractor shall provide an itemized cost estimate to include materials and labor categories broken out by CLIN and all information listed IAW Attachment 7.

Note: Network requirements shall require cost estimate based on government provided technical solutions.

1.2.20. Contractor Support Services

1.2.20.1. Contractor Support for Government Engineering and Installation

The contractor shall provide technical support to include an interchange of information on technical parameters and capabilities of the BITS; location and identification of building terminals and communication rooms; and verification of infrastructure record information. These efforts include setting of equipment options to determine proper operational conditions; restoration of service to existing equipment; establishment of service to new facilities; transfer from one system to another system; and support of hardware and software upgrades. The contractor shall maintain records on all equipment, cable, and fiber.

1.2.20.2. Contractor Interface and Support for other Vendors

The contractor shall cooperate, share, and exchange routine or available technical and system equipment interface information with other vendors upon request, with approval of COR.

1.2.20.3. Design Review Meetings

Upon request, the contractor shall review program or project drawings and provide comments concerning communications requirements within five (5) days of receipt. The contractor shall attend designated design review meetings upon request. For planning purposes, the BITS PM shall attend meetings design review meetings when requested.

1.2.20.4. Cost Estimates for Government

The contractor shall perform cost estimates upon request. The contractor shall provide an itemized estimate that includes all information IAW Attachment 7.

1.2.20.5. Cost Estimates for Other Vendors

The contractor shall perform cost estimates requested by other vendors that require telecommunications support not directly connected to the BITS contract but still supports a contract requirement on TAFB.

The contractor shall provide an itemized estimate to the requestor with a copy to the COR for file and reference. The itemized estimate shall include list of all materials and labor categories involved.

1.2.20.6. Site Surveys

The contractor shall perform detailed site surveys and provide the solutions listing efforts/items required to complete the job.

1.2.20.7. Site Survey Procedures and Cost Estimates

The contractor shall review the WO requirement, perform the site survey, and provide a cost estimate using existing Contract Line-Item Numbers (CLINs).

1.2.20.8. Military Construction Projects, Military Construction and Program

Management Directive Projects

The contractor shall maintain, as part of the TAFB telecommunications infrastructure, third party installed infrastructure of military construction projects (MCP), military construction (MILCON), and program management directive (PMD) projects and locally generated requirements upon receipt of certification and testing documents. The contractor shall not perform additional testing or certification.

1.2.20.9. Repair Material

If it is determined that materials are required for repairs, the contractor shall enter materials used into the ticketing system.

1.3. Administrative

The contractor shall provide a pre Plan to be used in the performance of the requirements as stated in this PWS. The Personnel Management Plan shall address, at a minimum, hiring practices, training program, personnel retention, mission essential personnel, organizational chart, personnel roster, and cross-utilization approach. The contractor shall address managing customer expectations, reporting metrics and lines of communications within the contractor’s own team as well as the government. The contractor shall provide the Personnel Management Plan NLT the fifth (5th) day after contract start date and annually upon any exercise of an option; additional, 1 day after personnel roster change. The contractor shall maintain electronic files with all associated forms and/or reports as identified in the PWS. The government may request to see these documents at any time in addition to the required submission dates.

1.3.1 Meetings

The contractor shall assist government personnel and provide technical representation for the government. The contractor shall present briefings, formal and informal, talks and opinions to personnel at meetings and other functions as requested by the government.

1.3.2 Monthly Status Report

The contractor shall provide a monthly status report (WSR) IAW Attachment 10 NLT the 10th day of the following month. The MSR shall include results of all items in the Services Summary Table. The contractor shall provide an MSR via email to the COR.

1.3.3 Weekly Status Report

The contractor shall provide a Weekly Status Report (WSR) covering work orders released to work.

See Attachment X for required information. Report shall be published to COR NLT close of business every Monday and shall incorporate all updated work order information from previous week.

1.3.4 Personnel and Organizational Chart

The contractor shall maintain a list of phone numbers of all personnel working on contract. The contractor shall provide the list, to the COR NLT five (5) days after contract start date. The contractor shall report all changes via email to the COR NLT five (5) days from the date of change. The contractor shall provide an organizational chart, in the MSR, depicting quantities and positions/titles of all personnel in direct support of this BITS contract. This chart shall include local program management, financial management, data administration, technicians (inside and outside plant), and 8570 certified technicians. The contractor shall report all changes via email to the COR NLT five (5) days from the date of change.

1.3.5 Hours of Operation

The contractor shall provide a POC that is available 24/7/365, excluding Federal holidays and base shutdown days announced in advance. The average workday is eight (8) hours with core hours from 0800 to 1600, Monday through Friday.

1.3.6 Submittal of Invoices

The contractor shall prepare and submit invoices NLT the fifth (5th) day of the month following receipt of the services.

1.3.7 CLIN/SLIN/PID Utilization Record

The contractor shall produce and maintain an electronic record of the CLINs/SLINs/PIDs, ordered under the contract. The record shall include: the CLIN, SLIN, or PID number; description; and quantities of each item. The record shall exclude price information. The contractor shall provide this record annually.

1.4. Levels of Service

The contractor shall be on-site to provide infrastructure repair/restore support within the following time frames:

• Provide infrastructure service with at least 99.99% up-time rate.

• Provide non-IP mission critical systems with at least 99.99% up-time rate.

• Resolve 90% of critical infrastructure outages within eight (8) hours of receipt of trouble ticket.

• Resolve all critical infrastructure outages within sixteen (16) hours of receipt of trouble ticket.

• Resolve 80% of all infrastructure outages within three (3) days of receipt of trouble ticket.

• Resolve all infrastructure outages within five (5) days of receipt of trouble ticket.

1.4.1. Reserved

1.4.2. Outage Restoration Time Frames

Once notified, restoration shall be completed within the following time frames:

• Critical Outage – 24/7 until restored

• Emergency…