TMQ53PWS5Sep14.pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR

AN/TMQ-53 TACTICAL METEOROLOGICAL OBSERVING

SYSTEM (TMOS)

CONTRACTOR LOGISTICS SUPPORT (CLS)

Solicitation: FA8217-14-R-5009

5 Sep 2014

PREPARING ORGANIZATION:

AFLCMC/HBZBG

Terrestrial Weather Section 6039 Wardleigh Road, Bldg 1206

Hill AFB, UT 84056

DISTRIBUTION STATEMENT A. Approved for public release; distribution is unlimited.

TABLE OF CONTENTS

1 INTRODUCTION

2 SCOPE

3 SERVICES SUMMARY

3.1 Performance Objectives

3.2 Services Summary

4 TRANSITION REQUIREMENTS

4.1 Transition Phase-In

4.1.1 Transition Plan

4.1.2 Transition of Government Furnished Property (GFP)

4.1.3 Transition Phase-In Status Reporting

4.2 Transition Phase-Out

5 PROGRAM MANAGEMENT

5.1 Program Management Plan

5.1.1 Risk Management

5.2 Contractor Personnel

5.3 Meetings

5.3.1 PMRs

5.3.2 TIMs

5.3.3 CCBs

5.3.4 Post-Contract Award/Guidance Conference

5.4 Monthly Status Reporting

5.5 Quality Assurance

5.5.1 Quality Management System (QMS)

5.5.2 Quality Assurance Program Plan (QAPP)

5.6 Travel

5.7 Safety Requirements

5.8 Contractor Manpower Reporting Application (CMRA)

6 LOGISTICS SUPPORT

6.1 Contractor Performance

6.1.1 Definitions

6.1.2 Exceptions

6.2 Helpdesk Requirements

6.2.1 Helpdesk Initial Call

6.2.2 Helpdesk Management

6.2.3 Helpdesk Response Time

6.2.4 Helpdesk Performance

6.2.5 Trouble Call Tracking

6.2.6 Mock-Ups

6.3 Spares Management

6.3.1 Spares Management Program

6.3.2 Spares Tracking

6.3.3 Iridium Modems

6.4 Repair Management Program

6.5 Systems

6.6 Warranties

6.7 Item Unique Identification (IUID)

6.8 Packaging, Handling, Storage, and Transportation (PHS&T)

6.9 Green Procurement Program (GPP)

7 SYSTEMS ENGINEERING

7.1 Modifications

7.1.1 Obsolescence Management

7.1.2 System Design Changes, Enhancements and Upgrades

7.1.3 Deficiency Reporting (DR) Process

7.1.4 Ozone Depleting Substances (ODS)

7.2 Reliability and Maintainability (R&M)

7.2.1 Revised Maintenance Philosophies/Impacts

7.3 Configuration Management

7.3.1 Configuration Management Plan (CMP)

7.3.2 CCB Participation

8 SOFTWARE MAINTENANCE AND INFORMATION ASSURANCE (IA)

8.1 Computer Resource Support

8.1.1 Software Sustainment

8.1.2 Air Force Standard Desktop Configuration (SDC) and Host Based

Security System (HBSS)

8.1.3 Restoration DVDs/CDs

8.2 Air Force Time Compliance Network Orders (TCNO) and Army Information

Assurance Vulnerability Alerts (IAVA) and Bulletins (IAVB)

8.3 Security Accreditation

8.3.1 Certification and Accreditation (C&A) Documentation

8.3.2 Air Force Electronic Mission Assurance Support System (eMASS)

Database

8.3.3 Vulnerability Testing and Management

8.3.4 Sustainment of Security Documentation

8.3.5 Remote Maintenance

9 TECHNICAL ORDER

9.1 Data Rights and Content

9.2 Quality Assurance (QA)

9.3 TO Reviews

9.4 Contractor Verification

9.5 Contractor Personnel

9.6 Technical Order Updates

9.7 Delivery of Technical Orders

9.8 TCTOs

10 GOVERNMENT FURNISHED PROPERTY (GFP) MANAGEMENT

11 APPLICABLE PUBLICATIONS

11.1 Applicable Documents

12 CONTRACT DATA REQUIREMENTS LIST (CDRLs)

12.1 CDRLs

12.2 General marking instructions

12.3 Records Retention

13 ACRONYMS AND ABBREVIATIONS

LIST OF TABLES

Table 3-1 Services Summary

Table 11-1 DoD Publications

Table 12-1 CDRLs

*Note: CDRL number(s) listed at end of each section are provided as helpful guidance;

however, other applicable CDRLs not listed may still apply.

1 INTRODUCTION

The AN/TMQ-53 Tactical Meteorological Observing System (TMOS) is an automated, tactical suite of weather sensors that provides immediate local weather conditions worldwide, including austere locations, forward operating locations, and remote sites.

The AN/TMQ-53 TMOS is capable of measuring or calculating cloud coverage, cloud base height, surface visibility, present weather and precipitation detection (type, intensity, accumulation, and rate of fall), and lightning detection (direction and range), as well as Iridium satellite communications capability. The AN/TMQ-53 TMOS system supports flight operations, combat missions, and emergency and medical evacuations in strategic locations. It is networked to Overseas Contingency Operations (OCO) Commanders, operational weather squadrons, and the Air Force Weather Agency (AFWA) for combat mission planning and support. Currently there are 342 fielded systems worldwide. The number of systems fielded may fluctuate.

2 SCOPE

This Performance Work Statement (PWS) defines the requirements for Contractor Logistics Support (CLS) for the AN/TMQ-53 TMOS. The scope of this effort includes a broad range of performance-based logistics, including Program Management, Logistics Support, Systems Engineering, Software Maintenance and Information Assurance (IA), Technical Order sustainment, Government Furnished Property (GFP) Management, transition planning, and Contract Data Requirements List (CDRL) deliverables. The contractor shall provide worldwide support, however there is no requirement for the contractor to travel to an overseas location in the performance of this contract.

3 SERVICES SUMMARY

3.1 Performance Objectives

The contractor shall plan, manage, organize, direct, schedule and control all resources, processes, activities and tasks to accomplish the requirements of this PWS. The contractor shall provide a timely, accurate, and complete program schedule in the PMP and performance status in the Monthly Status Report. The Government will evaluate contractor performance focusing on objectives in the Services Summary and the contractor’s ability to fulfill overall PWS requirements. (CDRL A001, A002)

3.2 Services Summary

Following are performance standards (metrics) the Government will use for monitoring daily contractor performance on critical tasks. These metrics are a meaningful measure of contractor performance. This PWS is based upon the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. Government Representatives (e.g., COR, DCMA) will audit the contractor’s processes and will use data such as the Monthly Status Reports to aid in assessing contractor performance. If the contractor does not have processes in place or meet the standards listed in this PWS and contract, then the contractor shall establish a corrective action plan to correct the deficiency. The absence of any contract requirement from the Services Summary shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract. The Government will track all information, including correctable actions, and may use it for reporting purposes. (CDRL A002)

Table 3-1 Services Summary

PERFORMANCE OBJECTIVE PWS

SECTION PERFORMANCE THRESHOLD

a. The contractor shall plan, manage, organize, direct, schedule and control all resources, processes, activities and tasks to accomplish the requirements of this PWS efficiently and effectively and provide the level of support required to sustain the AN/TMQ-53 systems at 96% Operational Availability (Ao).

5, 6, 7, 8, 9, 10, Performance is acceptable when AN/TMQ-53 systems are sustained at 96% Operational Availability (Ao) worldwide during any month under contract or correctable to 96% within 10 business days during any month under contract (with a report showing the correction provided within 10 business days at no additional cost to the Government). The contractor shall always report the actual Ao.

b. The contractor shall meet all Helpdesk requirements and Helpdesk performance, including staffing, hours, trouble calls, and logging.

6.2 Helpdesk requirements and

Performance requirements are met 90% of the time and are correctable to 100% within 10 business days at no additional cost to the Government.

c. The contractor shall provide spares to operating locations within 24 hours of receiving a requirement for installations in the continental United States (CONUS) and within 72 hours to installations outside the continental United States (OCONUS).

6 On-time deliveries are achieved 85% of the time and correctable to 100% within 10 business days at no additional cost to the Government.

d. The contractor shall plan and execute an orderly transition.

4 Transition activities adhere to plan 95% of the time and are correctable to 100% within three business days at no additional cost to the Government.

e. The contractor shall maintain a high level of user satisfaction.

5 98% of services are satisfactory or better based on user feedback and COR observation. Contractor demonstrates initiative to resolve trouble calls IAW applicable procedures and meets Government requirements.

PERFORMANCE OBJECTIVE PWS

SECTION PERFORMANCE THRESHOLD

f. The contractor shall deliver quality data submittals IAW the CDRL.

13 Deliverable items received on-time with no more than two errors corrected to error free within 10 business days at no additional cost to the Government.

4 TRANSITION REQUIREMENTS

4.1 Transition Phase-In

The transition phase-in period shall be no more than 60 calendar days from the date of contract award. The contractor shall professionally interact, plan, and execute an orderly transition from the previous incumbent contractor. During the transition period, the contractor shall execute the Transition Plan, take all actions required to achieve full performance of this PWS on day 61 after contract award, and provide a seamless transition to the user. The contractor will not be performing CLS during the transition phase-in period; the previous incumbent will be performing CLS during this time. (CDRL D001)

4.1.1 Transition Plan. Upon contract award the contractor shall execute the Transition Plan. The contractor shall deliver the draft plan as part of the proposal. The contractor shall use the Transition Plan to track completion of milestones documenting contractor readiness to assume the AN/TMQ-53 workload. (CDRL D001)

The contractor shall be required to accomplish the following tasks within the transition timeframe and in accordance with this PWS:

4.1.1.1 Hire and train personnel

4.1.1.2 Establish material and logistics support, including overseas shipping arrangements

4.1.1.3 Execute any required sub-contract agreements

4.1.1.4 Coordinate with the Air Force (AF) Program Manager (PM) to Receive

Remedy Action Request System (ARS) training at Offutt AFB to train employees that will staff the contractor’s helpdesk

4.1.1.5 Receive Common Access Cards (CAC)/applicable identification from nearest military base

4.1.1.6 Transition all GFP

4.1.1.7 Coordinate all transition phase-in matters associated with the contractor's take-over of the CLS maintenance and logistics functions to enable the contractor's personnel to perform the requirements specified in this contract

4.1.2 Transition of Government Furnished Property (GFP). The contractor shall notify the AF PM when it has made arrangements for retrieval of the GFP (pickup/load and transport) with a commercial shipping company. Access to the previous incumbent’s facility by the commercial shipping company must be coordinated with the AF PM. The Government may direct incremental shipments since the previous incumbent will be performing CLS during this time. Within the 60-day phase-in period, the contractor will receive all GFP available. If there is any repair or spare parts that the previous incumbent contractor owes to the Government, but has not yet delivered by the end of the 60-day phase-in period, the contractor may coordinate with the AF PM to have such parts available for contractor pickup and shipment, utilizing a commercial shipping company, after the 60-day period. The contractor shall perform and verify a complete inventory of the GFP after the contractor obtains the GFP from the previous incumbent’s facility. The contractor is responsible for all efforts and material related to making the property available for use, such as payment of all transportation and installation costs, etc. The contractor shall report inventories to the AF PM.

4.1.3 Transition Phase-In Status Reporting. During transition phase-in, the contractor shall conduct, at a minimum, a weekly status teleconference (day of week to be directed by PM) with the Program Management Office (PMO) and submit weekly updates to the initial Transition Plan until the transition has concluded. Status shall include successful completion or failure to complete the transition plan milestones due during the previous week. If the contractor fails to meet any milestones, the contractor shall state remedial measures it is taking to ensure the transition shall not be delayed or post transition performance affected. (CDRL D001)

4.2 Transition Phase-Out

The transition phase-out transition period is defined as the last 60 calendar days of contract performance. Within 60 calendar days of termination or completion of the contract, if the contract is awarded to other than the incumbent, the incumbent contractor shall cooperate to the extent required to permit an orderly change over to the successor contractor or organic facility, provide reasonable support to the Government and the new contractor to ensure an orderly transition and minimize disruption to mission activities. The contractor shall submit a Phase-Out Transition Plan. The contractor shall continue to perform CLS through the last day of the contract. During the 60-day transition, the incumbent contractor shall continue to manage and maintain accountability of material in the pipeline until delivered and accepted by the Government. The contractor shall maintain all engineering data developed to support the requirements of this PWS and shall include it as GFP to the follow-on contractor or the Government. At the conclusion of the transition phase-out period, the contractor shall provide an accounting of all GFP to the AF PM, Property Manager, and PCO in accordance with applicable contractual clauses to ensure that accountability of all property has been successfully transferred to the new CLS provider in accordance with PCO/AF PM directions. (CDRL D001)

5 PROGRAM MANAGEMENT

5.1 Program Management Plan

The contractor shall prepare and maintain a Program Management Plan (PMP) which shall detail the approach and plan by which the contractor will effectively execute all of the requirements of this PWS. The PMP will include a support concept and Spares Management Program, Repair Management Process, Transportation Plan, a Risk Management Plan, and a Staffing Plan. The contractor shall establish a management process to ensure high quality sustainment support services throughout the term of this contract. Contractor personnel shall not divulge any information regarding files, data, reports, processing activities/functions, user ID's, passwords, or other knowledge that may be gained, to anyone who is not authorized to have access to such information.

(CDRL A001)

5.1.1 Risk Management. As part of the PMP, the contractor shall develop, implement, and maintain a risk management plan to manage technical risks (e.g., performance, requirements stability/traceability, externally imposed requirements) and management risks (e.g., cost, schedule, staffing). The contractor shall describe processes for the following: identification of risks, proactive planning for risks, assessing risks, monitoring of risks to identify deviations from planned events, management of risk (including implementation of mitigation actions), and reporting. The contractor shall consistently use established risk management processes to manage, mitigate, and report risks in areas where the contractor is responsible for management activities. (CDRL A001)

5.2 Contractor Personnel

The contractor shall identify to the Government and maintain a single point of contact (Program Manager or equivalent) with sufficient corporate authority to direct, execute and control all elements of this contract. The contractor shall also ensure that program management personnel assigned to the program shall be available, as required, to meet program objectives. The contractor shall at all times staff a qualified work force for the uninterrupted performance of all requirements of this PWS. The PMP shall contain a staffing plan that lists key personnel, their roles/responsibilities, certifications, qualifications, and experience. The plan shall include any cross utilization, an employee retention plan, and all subcontractor participation. This plan will be required annually, however any personnel updates and/ or changes should be submitted by email within 72hrs as an amendment to the staffing plan. Any changes to key personnel resumes must include equivalent personnel of the same or substantially similar background experience. Key personnel are defined as individuals who will have a primary responsibility in accomplishing the elements of this PWS, and who are anticipated to provide the stability necessary to ensure continuity during the contractual time period of the program. Employees, who require a CAC/applicable identification to perform duties under this PWS, shall submit the appropriate documentation in order to obtain a CAC/applicable identification. The contractor shall be responsible for obtaining all hardware and software required to perform duties as they relate to accessing CAC enabled content, such as government websites. Contractor personnel shall abide by all USAF rules, procedures, and standard of conduct. (CDRL A001)

5.3 Meetings

The contractor shall conduct and/or attend any Government requested meetings in performance of this contract to include, but not limited to Integrated Product Team (IPT) meetings (by teleconference), Technical Interchange Meetings (TIMs), Program Management Reviews (PMRs), Configuration Control Board (CCB) meetings, and Technical Order IPT meetings, including Validation/Verification events (see section 9).

The AN/TMQ-53 IPT will meet (by phone) weekly for one hour unless the Government deems these meetings not required or required less frequently. The contractor shall establish a call-in number. While PMR and TIM locations may vary, the contractor shall be prepared to host all PMRs and TIMs at the contractor’s facility and attendees shall include Government personnel and may include Government contractor personnel. If Government personnel are unable to travel to the contractor facility due to funding constraints or other reasons, the contractor shall support Video Teleconferencing (VTC) through Defense Connect Online (DCO) or any other Government collaboration website.

For all face-to-face meetings, the contractor shall provide the meeting invitation and Conference Agenda to the AF PM via electronic mail (e-mail) at least 10 calendar days in advance of scheduled meetings (draft invitation and conference agenda shall be submitted 30 calendar days in advance for Government comment/revision). The contractor shall also deliver Conference Minutes with action items identified via e-mail to the AF PM. The final Conference Minutes shall include an attendee list and a soft-copy of any Presentation Materials. In addition, the contractor shall provide hard copy Presentation Materials to up to ten attendees for all face-to-face meetings. For weekly IPT meetings, the contractor shall track and provide action items that will serve as minutes from each meeting. (CDRL A003, A004, A005)

5.3.1 PMRs. During the first year of the contract, the contractor shall hold PMRs quarterly. For years two through five, the contractor shall hold PMRs semi-annually unless deemed not required by the Government. The contractor shall present program status, parts obsolescence issues and remedies, future year planning, current modification efforts, technical and programmatic issues, contractor performance, quality issues and risks, and any special interest items identified by the Government at PMRs in Microsoft PowerPoint format. The contractor shall formally address the Technical Order and any applicable Time Compliance Technical Orders (TCTO). In addition, the contractor shall brief an accumulation of the Monthly Status Reports for the period preceding the PMR (since the last PMR). The contractor’s management shall address quality issues and risks at all PMRs. The AF PM and the contractor’s PM shall co-chair PMRs. The Government and the contractor shall agree upon the date(s) of PMRs.

(CDRL A002, A003, A004, A005, A008, B001)

5.3.2 TIMs. The contractor shall hold TIMs twice a year unless deemed not required by the Government. The contractor shall discuss technical issues such as software, parts obsolescence, testing, etc. at TIMs. The contractor shall formally address Technical Orders and any applicable TCTOs. The Government and the contractor shall agree upon the date(s) of TIMs. (CDRL A003, A004, A005, B001)

5.3.3 CCBs. The CCB consists of Government personnel from various functional areas, including a CCB Chairperson who is the approval authority for any configuration changes to the system. Upon Government request, the contractor shall participate in the CCB process as a technical advisor and shall attend CCB meetings. See paragraph

7.3.2 for more detail.

5.3.4 Post-Contract Award/Guidance Conference. The contractor shall schedule and host a post contract award meeting in conjunction with the Guidance Conference at its facility no later than 15 business days following contract award. The purpose of the meeting is for the contractor to demonstrate to the Government their management procedures, provide progress assessments, discuss data delivery, review of technical and other specialty area status (including Technical Order sustainment), to introduce the contractor team to the Government, and to establish schedule dates for near term critical meetings and actions. The contractor shall present its PMP at the post-award meeting which defines the planned work, including all requirements established in this PWS. The contractor shall discuss the Government’s objectives, performance requirements, contract constraints and program risks. (CDRL A001, A003, A004, A005)

5.4 Monthly Status Reporting

The contractor shall maintain and report program status to include, but not limited to:

monthly location and performance status of all AN/TMQ-53 systems, Repair Status, Product Quality Deficiency Reporting (PQDR), description of warranty work (including part numbers, quantity, date, description of failure, and estimated delivery date), impacts to maintenance philosophies, Response Metrics, Schedules, Spending Plan, status of all outstanding Time Compliance Network Orders (TCNOs), breakdown of labor category hours expended, total repair costs to date, all other costs incurred by category (including itemized shipping costs), safety incidents, shipping or customs issues, open ticket duration/aging tickets to support monitoring of program status, user feedback, and detail of the Operational Availability rates [i.e., Fully Mission Capable (FMC), Partially Mission Capable (PMC), or Not Mission Capable (NMC) as defined in this PWS at section 6.1]. The contractor shall deliver the metrics, including all updates, in accordance with the CDRL for Monthly Status Reports within the first 15 calendar days of the month after the data was recorded. The Spare Parts Usage Report shall contain spare parts ordered and shipped during the reportable month, including requisition status (Open/Closed), location/site, tracking status (i.e., date and time ordered, date and time delivered). The contractor shall report all requisitions. (CDRL A002, A006)

5.5 Quality Assurance

5.5.1 Quality Management System (QMS). The contractor shall be ISO 9001 certified or obtain ISO certification within six months following contract award. The contractor shall maintain ISO certification throughout the term of the contract. The contractor shall implement and maintain a QMS that is compliant with the ISO 9001 standard for quality management. The QMS shall apply to all activities and functions performed under this contract. The QMS shall establish policies and procedures that the contractor shall follow and control in the performance of all work. For ISO 9001 contractor is responsible to maintain equivalency if standards change or are updated (e.g., ISO 9001:2015).

5.5.2 Quality Assurance Program Plan (QAPP). Under the tenants of the QMS, and the guidance provided under ISO 9001, the contractor shall develop and document a QAPP. The contractor shall deliver the QAPP within 30 calendar days of contract award and update annually thereafter. The contractor’s quality organization shall have the autonomy and independence to implement the quality plan. The contractor’s management shall regularly review the quality assurance plan and address quality issues and risks at all PMRs. As part of the QAPP, the contractor shall develop, deliver, and maintain a cross-reference matrix of contract requirements to contractor operating instructions/work instructions. The contractor shall keep the matrix current. The contractor shall cooperate with and provide assistance during Government quality assurance inspections and audits upon request. The Government may provide results and findings. The contractor shall report corrections for all discrepancies found during Government inspections, audits and surveillances. The contractor shall provide, implement, and maintain a tracking system to record and track audits, surveillances, inspections, testing schedules, quality issues, and results. The contractor shall track corrective actions, analyze trends, maintain quality assurance records/data, and any other applicable information as needed by the Government. (CDRL A008)

5.6 Travel

The contractor shall be required to travel in support of meetings, test efforts, technical assistance or other on-site visits as deemed necessary. The contractor shall submit a travel estimate, and obtain AF PM Authorization for specific travel on a funded line item.

Travel reimbursement will be in accordance with FAR 31.205-46. The contractor shall adhere to the proper procedures for contractor personnel access to travel locations, including completion of Letters of Introduction, Visit Requests and any other travel documentation necessary for access. The contractor shall follow all security procedures with regard to the conduct and entry of contract personnel at Government sites or any Government contractor facility.

5.7 Safety Requirements

The contractor shall comply with all safety provisions in Appendix C. The contractor shall protect Government property to prevent damage during the period of time the property is in the possession of the contractor. The contractor shall report promptly to the PCO and COR all available facts relating to each instance of damage to Government property. If the Government elects to conduct an investigation of the accident/incident, the contractor shall cooperate fully and assist Government personnel until the investigation is completed. The contractor shall submit their System Safety Program Plan (SSPP) and Accident/Incident Report in accordance with Appendix C and the CDRLs. (CDRL A014, A015)

5.8 Contractor Manpower Reporting Application (CMRA)

The contractor shall report all contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract 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 fiscal year (FY), which runs 1 October through 30 September. While it is possible to report any time during the FY, the contractor shall report all data no later than 31 October of each calendar year. Contractors may direct questions to the CMRA helpdesk.

6 LOGISTICS SUPPORT

6.1 Contractor Performance

The contractor shall sustain the AN/TMQ-53 TMOS in its approved configuration worldwide at an Operational Availability (Ao) of 96%. The contractor shall use the following expression in calculating the Ao:

Ao = (total MC time)/(total MC time + Total NMC time)

Contractor performance shall be reported in the Monthly Status Report and briefed at all PMRs. (CDRL A002)

6.1.1 Definitions –

6.1.1.1 Critical Path – defined as that data most important to the Aviation Routine

Weather Report (METAR). For the AN/TMQ-53 that includes: surface wind speed and direction, surface temperature, dew point temperature, surface pressure, and component processor unit, and the data interface with hand held display unit. A critical failure is any hardware or software degradation, indication of failure, or actual failure of any of the above parameters.

6.1.1.2 Fully Mission Capable (FMC) (green) – Report FMC when system is operating normally.

6.1.1.3 Partially Mission Capable (PMC) (amber) – If any single sensor is inoperable, report the system as PMC.

http://www.ecmra.mil/

6.1.1.4 Non-Mission Capable (NMC) (red) – If the data acquisition unit (data logger) is inoperative or if any sensor necessary to report ceilings, visibility, winds, and/or altimeter setting is inoperable or if all system meteorological sensors or modems are inoperative such that the system is not providing any usable data, report the system as NMC.

6.1.1.5 Mission Capable (MC) – Includes FMC and PMC.

6.1.2 Exceptions. If an automated observing system is operating at PMC or NMC due to an event outside the scope of the CLS provider as identified in this PWS, then the contractor shall not include those operating hours as part of the availability formula above. The contractor shall report actual Ao and revised Ao with exceptions listed in the Monthly Status Report. (CDRL A002)

6.2 Helpdesk Requirements

The contractor shall maintain and staff a helpdesk in support of the AN/TMQ-53. The purpose of the helpdesk is to provide the Fielded Systems Support Center (FSSC) with technical support on an as needed basis and to assist users in troubleshooting, repairing and returning their system to full mission capability, including shipping spare parts when necessary. Helpdesk access shall be available 24 hours a day, 7 days a week without cost or toll to the user or the FSSC. The contractor shall provide Helpdesk access via a single phone number and a single email address. Users or the FSSC have the discretion to either call or email the contractor for support. The contractor shall staff the helpdesk for live, on demand technical support during normal CONUS working hours (as a minimum, Monday through Friday, eight (8) hours per day within the hours of 6:00 a.m. to 6:00 p.m. local standard time at the contractor's facility).

Helpdesk personnel shall be available after working hours including weekends and holidays. The single phone access number will provide the FSSC or the user the ability to leave a voice mail message and the single email address will provide the ability to leave an email message at any time.

6.2.1 Helpdesk Initial Call. The contractor shall respond to trouble calls/emails referred from the FSSC or from the on-site user directly. The FSSC normally receives the initial trouble call and, if necessary, will refer the call to the contractor for complete resolution. Once the trouble call is referred to the contractor, helpdesk personnel shall begin troubleshooting with the on-site user. If troubleshooting leads to a failed component or software issue, the contractor shall either ship a replacement part or provide the appropriate software patch or image disk. Prior to issuing spare parts to a user, the contractor shall query the TAC number database to ensure that the TAC number is under contract and that it is assigned to the unit requiring parts (see section 6.5). The contractor shall ensure that Remedy contains the most up-to-date information available on all AN/TMQ-53 systems and serialized components. The Government does not expect that the contractor will need to travel to perform troubleshooting or repair, since the on-site user will perform the removal/replacement of the component based on adequate helpdesk support. As a last resort, in the event that helpdesk troubleshooting is not sufficient to resolve the helpdesk ticket, the Government or the contractor may request shipment of the system to the contractor facility for analysis and repair.

6.2.2 Helpdesk Management. The contractor shall be able to obtain and maintain access to the Remedy ARS. The contractor shall retain and maintain a Remedy ARS Database Manager and an adequate number of subject matter experts to ensure complete asset tracking and troubleshooting for all systems, spares, and to communicate with FSSC personnel and users.

6.2.3 Helpdesk Response Time. The contractor, upon receiving a trouble call (from the FSSC or the on-site user) for support during regular business hours, shall provide a response by email or phone call within two (2) hours after receipt of the request with the action the contractor intends to take to resolve the stated problem(s). The contractor shall respond to a message received outside the regular business hours within four (4) hours by email or phone call with the action the contractor intends to take to resolve the stated problem(s).

6.2.4 Helpdesk Performance. Upon determination that spare parts are required, the contractor shall ship parts to the user to arrive at user’s facility within 24 hours of receiving a requirement for military installations in CONUS and within 72 hours of receiving a requirement for military installations OCONUS. For spares required by MILAIR site locations, the contractor shall deliver spares in response to helpdesk tickets within 24 hours from receipt of MILAIR shipment clearance to AF aerial ports (see PWS section 6.8 for shipping). The contractor shall provide (as necessary) spares on an off-the-shelf basis for shipment to worldwide locations upon request from the Government.

If the Government establishes a Forward Supply Point at any OCONUS location, the contractor shall ship to fill and replenish spares at the Forward Supply Point. The contractor shall provide Special Packaging Instructions (SPI) for return shipments from all AN/TMQ-53 locations.

6.2.5 Trouble Call Tracking. The contractor shall utilize Remedy ARS via web-based login, to maintain the maintenance database “call log” regardless of whether the contact is originated through the FSSC or direct from the user to the contractor. The contractor shall coordinate with FSSC personnel or the user in order to maintain call/contact logs, including as a minimum: contact information, date of contact, subject, a reference (i.e., service ticket number), description of problem, description of action taken, action taken date, and status (Open/Closed) information within Remedy ARS.

The contractor shall document all technical assistance and maintenance actions tracked through to complete resolution, to include the delivery, installation and system functional check of replacement parts, if required. The contractor shall report all documentation in the Monthly Status Report. The contractor shall develop a method to assist in providing random reviews of user feedback on at least 10% of user contacts and report findings in the Monthly Status Report. The Government must approve the contractor’s proposed method of obtaining random user feedback. (CDRL A002)

6.2.6 Mock-Ups. The Government will provide the contractor with two complete AN/TMQ-53 TMOS Systems as GFP for use as system mock-ups to aid in troubleshooting, testing and problem resolution. The contractor shall install and maintain the mock-ups as field representative equipment at the contractor’s facility for the sole purpose of supporting the tasks and requirements outlined in this PWS. AF PM approval is required for any other use of these systems. The contractor shall manage GFP for the AN/TMQ-53 in accordance with PWS section 11. The contractor shall maintain the mock-ups with the approved software and hardware configuration. In the event of testing new components or software, the contractor shall always maintain at least one mock-up with the approved software and hardware configuration to facilitate helpdesk troubleshooting.

6.3 Spares Management

6.3.1 Spares Management Program. The contractor shall develop and maintain a support concept and implement a spares management program. The contractor shall document the support concept and spares management program in the PMP. The contractor shall store, manage, and control all parts at a secure centralized parts storage location. The contractor shall be responsible for managing, maintaining, and replenishing all spares and consumables, including the procurement and integration of new items approved by the CCB. The contractor shall perform a functional check of all replacement parts ordered from OEMs prior to placing into inventory. The contractor shall also perform defense in depth security testing of replacement parts which includes performing both manual and automated scans and report to the government any findings prior to placing into inventory. The contractor shall determine proper inventory levels and provide spares and repair recommendations in each Spare Parts Usage Report to ensure that sufficient spares are available to issue to field users in response to system failures to meet required availability as specified in PWS section 6.1. (CDRL A001, A006)

6.3.2 Spares Tracking. The contractor shall maintain a listing of all spares accountable to the contractor as GFP. The contractor shall determine when, through maintenance troubleshooting efforts, it is necessary to issue replacement parts for the repair of an AN/TMQ-53. Upon determination that spare parts are required, the contractor shall ship required part(s) to the user’s location. The contractor shall issue all replacement parts without cost, shipping charges, or fees to the user. All shipments of replacement parts shall include pre-paid return shipping labels and reusable packaging to allow the users to return the failed part(s) to the contractor in the same reusable container packaging.

The contractor shall be responsible for all GFP return shipping costs. The contractor shall inspect all parts received (from the field, OEMs, etc.) for serviceability and disposition, deficiency reporting, repair, or disposal. In addition, if the Government considers approval of new or revised hardware components to the AN/TMQ-53, the contractor shall examine impacts to supply support channels and sparing dynamics and report those to the AF PM for review by the CCB. The contractor shall request users to return spares that fail upon initial installation for repair; this report of failure will be sent to the AF PM and included in the PQDR. The contractor shall also provide a running summary of total spares usage, associated costs, and OEM warranty information incurred since inception of the contract. The purpose of the attached Configuration Parts List (Attachment 1) is to identify the parts that make up the current approved configuration. The contractor shall sustain all systems in the approved configuration under this contract. (CDRL A002, A006, A012)

6.3.3 Iridium Modems. The contractor shall be the lead integrator for the Iridium satellite capability used at remote sites to communicate observations for the AN/TMQ-

53. The Government will provide the contractor with two SIM cards as GFP. The contractor shall work through the AF PM in order to maintain an active SIM card to support SATCOM capability of each mock-up system. The contractor shall act as the subject matter expert for Iridium communications for the AN/TMQ-53 and assist users with troubleshooting in order to successfully transmit observations through the gateway.

The contractor shall test all new components and software to ensure Iridium communications continue to function as required.

6.4 Repair Management Program

The contractor shall establish a process for managing the repair of all AN/TMQ-53 reparable components. The contractor shall manage this process for all operational AN/TMQ-53 locations. The contractor shall document the repair management process in the PMP. The contractor shall return reparable components to serviceable condition, repairing and calibrating if necessary, through the most expedient method possible to support AN/TMQ-53 availability. If the contractor develops its own internal repair capability, the contractor shall repair all parts to OEM specifications. If the Government considers approval of new or revised hardware components to the AN/TMQ-53, the contractor shall develop a repair management process for these items, as necessary.

The contractor shall inspect components or systems received from field units for proper identity, serviceability, cleanliness, damage, and disposition as required before returning the asset to operational status. The contractor shall perform a functional check of all repaired parts returned from OEMs prior to placing into inventory. The contractor shall furnish all tools and/or test equipment necessary to accomplish maintenance and ensure serviceability of items. The contractor shall document all tools and/or test equipment purchased using this contract as GFE, and shall return such tools and/or test equipment to the Government during Transition Phase-Out. The contractor shall also provide a running summary of total repair costs incurred since inception of the contract in the Monthly Status Report. Annually the contractor shall provide a 50-50 Requirements Report that rolls up all contractors costs for repair of AN/TMQ-53 components. (CDRL A001, A002, A018)

6.5 Systems

The contractor shall maintain a database of system serial numbers (i.e., TAC-XXX).

The database shall track, as a minimum, location, the assigned unit, current operational status, unique BIOS password, and each system TAC number. The contractor shall purchase additional AN/TMQ-53 systems upon receipt of additional funding and authorization via delivery order by the Government. The AN/TMQ-53 systems will include all AF approved integrated hardware and software in accordance with the Configuration Parts List (Attachment 1) and Software Configuration List (Attachment 2).

The contractor shall update the Configuration Lists according to the latest approved

CCB. (CDRL A002, A012)

6.6 Warranties

The contractor shall pass any commercial warranties obtained from OEMs on to the Government. The contractor shall manage the warranty process for all systems and components. The contractor shall be the single point of contact to the Government for warranty issues. The contractor shall support and investigate PQDRs in accordance with TO 00-35D-54 as they occur. The contractor shall include in the Monthly Status Report a description of the activity on all warranty work performed. The Monthly Status Report shall include the part numbers, quantity inducted in work, date in work, description of the failure, and estimated repair delivery date to Government inventory and/or field unit for each item. (CDRL A002)

6.7 Item Unique Identification (IUID)

The contractor shall have a thorough understanding of IUID marking requirements, marking equipment, databases and their interfaces, engineering evaluation requirements, verification, data and configuration management relating to IUID marking.

The contractor shall maintain the IUID tags (markings) on all spares in accordance with MIL-STD-130N, dated 16 November 2012, contract clauses, DFARS (252.211-7003, 252.211-7007), and the contractor’s IUID Marking Plan. The contractor shall remove any incorrect markings and add markings as applicable if a current spare does not have proper IUID markings. The contractor shall use and update the IUID registry, located at HYPERLINK https://www.bpn.gov/iuid for all applicable GFP. New spares acquired during the course of this contract with a unit acquisition cost in excess of $5,000 or special interest items (identified by the Government) less than $5,000, shall require IUID marking. The contractor shall be responsible for identifying new candidate parts for inclusion in the IUID program. (CDRL A016, A017)

6.8 Packaging, Handling, Storage, and Transportation (PHS&T)

The contractor shall develop, implement and manage all commercial transportation for shipment of systems and spares. The contractor shall develop and submit a transportation plan. The contractor shall document the transportation plan in the PMP.

The contractor shall use standard commercial packaging in accordance with American Society for Testing and Materials (ASTM) D3951, Standard Practice for Commercial Packaging. If new or revised commercial hardware components are suggested for introduction to the AN/TMQ-53 systems, impacts to PHS&T will be evaluated and reported to the AF PM. (CDRL A001) https://www.bpn.gov/iuid

AN/TMQ-53 systems are located in over 20 different countries and deploy into new countries when needed to meet mission requirements. The contractor shall ship to all AN/TMQ-53 locations, regardless of country and shall ensure compliance with all necessary customs and State Department directives, policies, and procedures to prevent delays in shipments to and from OCONUS sites. If the Government denies site access to the commercial transportation service company (e.g., Fed Ex, etc.), the PMO will provide the contractor with a designated demarcation location. The contractor shall ship the spare part(s) or system to the demarcation location. The military carrier will then transport the spare part(s) or system to the final destination. The timelines stated in section 6.2.4 do not apply to MILAIR shipments. If the shipment is denied due to contractor fault (lack of proper shipping documentation, lack of prior country authorization, disputes with official Government agencies, etc.), the contractor shall report the incident in the Monthly Status Report and shall notify the AF PM and/or PCO within 48 hours by email or telephone notification. The contractor shall track the status through resolution. (CDRL A002)

6.9 Green Procurement Program (GPP)

GPP is a mandatory federal acquisition program that focuses on the purchase and use of environmentally preferable products and services. GPP requirements apply to all acquisitions using appropriated funds, including services, and new requirements. IAW FAR 23.404(b), the GPP requires 100% of EPA designated product purchases that are included in the Comprehensive Procurement Guidelines (CPG) list that contains recovered materials, unless the contractor cannot acquire the item:

a. competitively within a reasonable timeframe,

b. meeting reasonable performance standards, or

c. at a reasonable price.

The prime contractor is responsible for ensuring that all subcontractors comply with this requirement.

7 SYSTEMS ENGINEERING

The contractor shall perform systems engineering and integration tasks for the AN/TMQ-53. The prime contractor shall have defined processes for managing work including standards, process descriptions, and work procedures. These processes shall clearly state the purpose, inputs, entry criteria, activities, roles, measures, verification steps, outputs, and exit criteria of work being performed. The contractor shall ensure that these processes are well characterized, understood and described in standards, procedures, tools, and methods. The contractor's set of standard processes shall be established and improved over time. The contractor shall use these standard processes to establish consistency within the AN/TMQ-53 contractor personnel team and shall execute all systems engineering and related program management tasks according to those guidelines, tailored by the contractor specifically for this contract.

7.1 Modifications

The contractor shall perform modification management for the AN/TMQ-53 program.

The AN/TMQ-53 may require system modifications which include substantial change(s) to hardware or software components. These modifications can be a result of obsolescence or other factors. Costs associated with modification efforts due to obsolescence shall be the sole responsibility of the contractor under the CLS Contract Line Item Number (CLIN). Costs associated with modifications unrelated to obsolescence will be negotiated and separately priced under the Project Management

CLIN.

The contractor shall provide an Engineering Change Proposal (ECP) for system modifications. If required, and as part of an ECP, the contractor shall develop TCTOs with the Government’s guidance in order to facilitate field modification of the system.

The contractor shall provide a schedule with the Government’s guidance for a timely and well managed development and fielding of the system upgrade. After the schedule has been provided and approved by the Government, any changes shall require AF PM approval. The contractor shall provide a Test Plan when requested by the Government.

The Test Plan shall describe the test process in phases up to and including the Final Test Report. The contractor shall support test efforts by traveling to CONUS test sites and/or hosting test efforts at contractor’s facilities. The contractor Test Plan may include a prototype or first article test (Factory Acceptance Test), AN/TMQ-53 integration test (Site Acceptance Test), DoD Global Information Grid (GIG) testing, and will require a Final System Functional Test by validation/verification. The contractor shall provide a Modification Test Plan which will, at a minimum, address a Government review, revisions to plans/tests, validation/verification to technical orders/TCTOs, and require Government acceptance at each phase prior to the follow-on action or phase of the modification.

The contractor shall evaluate potential software modifications/upgrades as outlined in Section 7.1.2. The contractor shall submit a final Test Report, including all test results to the Government and CCB chairperson.

The contractor shall provide all necessary updates to system security certification and accreditation documentation that arise due to the system design change, enhancement, or upgrade.

The contractor shall support Government testing by supplying all test articles necessary for a successful test. (CDRL A009, A011, B001, C001)

7.1.1 Obsolescence Management.