Final HC101321R0012.pdf

SEE ADDENDUM

(No Collect Calls)

HC101321R0012 31-Mar-2021

b. TELEPHONE NUMBER

618-418-6644

8. OFFER DUE DATE/LOCAL TIME

12:00 PM 03 May 2021

5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA – FAR (48 CFR) 53.212

(TYPE OR PRINT)

(SIGNATURE OF CONTRACTING OFFICER)

ADDENDA X ARE

26. TOTAL AWARD AMOUNT (For Gov t. Use Only )

23.

CODE 10. THIS ACQUISITION IS

SUCH ADDRESS IN OFFER

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT

BELOW IS CHECKED

TELEPHONE NO.

HC10139. ISSUED BY

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a. UNLESS BLOCK

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME

DANIELLE N. HEBERT

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NUMBER

(TYPE OR PRINT)

30b. NAME AND TITLE OF SIGNER 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a.UNITED STATES OF AMERICA

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1. 52.212-4. FAR 52.212-3. 52.212-5 ARE ATTACHED.X

25. ACCOUNTING AND APPROPRIATION DATA

1. REQUISITION NUMBER

20.

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, AND 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

ARE NOT ATTACHED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

. YOUR OFFER ON SOLICITATION

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

% FOR:SET ASIDE:UNRESTRICTED ORX

SMALL BUSINESS

17a.CONTRACTOR/ CODE FACILITY

OFFEROR CODE

DISA/DITCO-SCOTT

2300 EAST DRIVE

BLDG 3600

SCOTT AFB IL 62225-5406

18a. PAYMENT WILL BE MADE BY CODE

RATED ORDER UNDER

DPAS (15 CFR 700)

13a. THIS CONTRACT IS A

13b. RATING

CODE15. DELIVER TO CODE 16. ADMINISTERED BY

SEE SCHEDULE

12. DISCOUNT TERMS11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

14. METHOD OF SOLICITATION

RFQ IFB RFPX

FAX:

TEL: SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

8(A)

HUBZONE SMALL

BUSINESS

SIZE STANDARD:

$35,000,000

NAICS:

517410

X

OFFER DATED

29. AWARD OF CONTRACT: REF.

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

EMAIL:

TEL:

31c. DATE SIGNED

SEE SCHEDULE

SCHEDULE OF SUPPLIES/ SERVICESITEM NO. QUANTITY UNIT UNIT PRICE AMOUNT

24.22.21.19.

WOMEN-OWNED SMALL BUSINESS (WOSB)

ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

(CONTINUED)

PAGE 2 OF192

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED: ______________________________________________________

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f . TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

37. CHECK NUMBER

FINALPARTIALCOMPLETE

36. PAYMENT35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER

FINAL

33. SHIP NUMBER

PARTIAL

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER 40. PAID BY

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

STANDARD FORM 1449 (REV. 2/2012) BACK

Prescribed by GSA – FAR (48 CFR) 53.212

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

SEE SCHEDULE

20.

SCHEDULE OF SUPPLIES/ SERVICES

21.

QUANTITY UNIT

22. 23.

UNIT PRICE

24.

AMOUNT

19.

ITEM NO.

HC101321R0012

Section SF 1449 - CONTINUATION SHEET

INITIAL DD254

Initial DD254 for

Solicitation.pdf

PWS FOR RFP

PERFORMANCE WORK STATEMENT (PWS)

Contract Number: To Be Determined (TBD)

Task Order Number: Not Applicable (N/A)

Contractor Name TBD

Tracking Number: HC101321R0012

Follow-on to Previous Contract and

Task Order Number:

Consolidation of:

HC104713D4006 (Partial) & HC101317A0002 (Partial) –

Equipment BPA and

HC104713D4006, Task Order HC101318F5044 -Provisioning and Customer Care

1. Contracting Officer’s Representative (COR).

a. Primary COR.

Name:

Organization:

Department of Defense Activity

Address Code (DODAAC):

Address:

Phone Number:

E-Mail Address:

b. Alternate COR.

DODAAC:

Address:

c. Property Administrator

DODAAC:

Address:

2. Contract. Enhanced Mobile Satellite Services (EMSS) Equipment, Provisioning and Customer Care

3. Background. The Headquarters (HQ) United States Space Force (USSF) Commercial Satellite Communications office (CSCO) EMSS Program Management Office (PMO) provides United States Government (USG) and other sponsored customers with satellite communication services through a dedicated, EMSS-controlled gateway. The

EMSS gateway communicates with the commercial Iridium constellation, and traffic processed through the EMSS gateway may be routed through the Defense Information Systems Network (DISN), Public Switch Telephone

Network (PSTN) or other third-party networks. EMSS provides cradle-to-grave services and support to our customers, which includes the offering of unlimited fixed-price airtime, sale and provisioning of EMSS devices, 24/7/365 dedicated help-desk support, enhanced Government capabilities such as encrypted communications, comprehensive operation and maintenance of the EMSS gateway and other services.

4. Objectives: The objective of this effort is to establish a single-award ordering vehicle that will deliver a supply of various Iridium-certified equipment and products (e.g., “items”), provisioning support, and 24/7/365 dedicated help desk support to all authorized EMSS customers including the Department of Defense (DoD) and federal government, state and local government, approved foreign and allied governments, and other sponsored customers.

The contractor shall also provide EMSS users, to include DoD Combatant Commanders/Services/Agencies, other

Federal Government Departments and Agencies, State and Local governments, and approved foreign and allied governments, with EMSS Service Management services to include:

A) Telecommunications Service Order (TSO) order management, warranty support, inventory management, supply chain functions; and sub-contract management.

B) All service provisioning activities including Subscriber Identity Module (SIM) card management; supply of

SIM cards; Mobile Station International Subscriber Directory Number (MSISDN) assignment; SIM activations and deactivations; paging activation and deactivation.

C) Short Burst Data (SBD) management, activation; Distributed Tactical Communications System (DTCS) management, activation, and net creation; Global Data Broadcast (GDB) record management including service creation, and subscription provisioning.

D) Gateway liaison service and 24X7 customer care functions with technical trouble shooting for service and equipment (including the secure module). This also includes Return Material Authorization and reporting and program management.

5. Scope. The contractor shall provide comprehensive order support for all items covered under this Indefinite

Delivery/Indefinite Quantity (ID/IQ) contract. Customer requests for products under this ID/IQ will be placed through the web-based Defense Information Systems Agency (DISA) Storefront (DSF) portal, or its replacement.

Defense Information Technology Contracting Organization (DITCO) will prepare and issue orders and modifications electronically in its Integrated Defense Enterprise Acquisition System (IDEAS). Customer requests for services under this ID/IQ will be prepared by DITCO and issued as a task order. DITCO will also prepare and issue modifications (as applicable) to resulting task orders. Comprehensive order support means the contractor shall be capable of the following:

Receiving and acknowledging automated orders within one (1) business day of issuance by the

Government

Shipping the item within the timeframe as defined in the contract and in accordance with applicable

Federal law or best practices

Maintaining detailed records on all purchases and shipments

Supporting ordering issues, equipment/product returns and repairs

Cooperating with and supporting the separately-contracted provisioning & activation process.

All communications equipment must be authentic, name-brand and certified by Iridium, and approved by the EMSS

PMO for use on the EMSS gateway. All communications equipment must be delivered, activated (to immediately communicate with the EMSS gateway), or eligible for activation (e.g., already flashed to communicate with the

EMSS gateway) in accordance with the order. The Government reserves the right to add or remove equipment or service CLINs (that are deemed in scope) at any time during the duration of the contract.

The contractor shall provide provisioning, invoicing, record management, and customer care services to the DoD and Federal, State, and Local Government users who access the Iridium satellite constellation through the EMSS

DoD gateway for the following services:

Telephony (Voice)

Circuit Switched Data/RUDICS

Short Burst Data (SBD)

Distributed Tactical Communication System (DTCS)

Paging

Global Data Broadcast (GDB)

Enhancement/Evolutions of the above services

Support for any additional Iridium Commercial Services introduced during the period of performance and included under the base air time contract

The Government may require surge support during the base or any option period, and surge modifications will be within the scope of the contract and provide increased support for the defined task areas of this PWS. Surge support over the life of the contract will not exceed 50% of the contractor's total proposed cost for the base and all option periods, excluding any six-month extension of services pursuant to FAR 52.217-8.

Provisioning support for Iridium Certus is not included within scope of this effort; however, Certus products and help desk support are within scope, and inquiries for support on these services shall be referred by the contractor to the appropriate third party as designated by the Government.

The services and support anticipated under this PWS are contained in the task areas identified below:

Task 1: Project Management and Reporting

Task 2: Equipment

Task 3: Reserved

Task 4: Provisioning

Task 5: Customer Care

Task 6: Records Management

6. Performance Requirements.

6.1 Project Management and Reporting

6.1.1 Contractor Corporate Requirements.

(a) The contractor shall be (and remain) an authorized Iridium Value Added Reseller (VAR) in good standing with

Iridium for the duration of this contract and must be capable of providing evidence of this status at any time during the duration of the contract.

(b) The contractor must have a demonstrated corporate firewall between any and all commercial Iridium business and EMSS business. Evidence of such shall be provided within the Contractor’s Project Management Plan (see

Subtask 6.1.2) and reaffirmed in writing to the COR annually.

6.1.2 Project Management Plan (PMP).

(a) The contractor shall prepare and submit a PMP describing the technical approach, organizational resources, and management controls to be employed to meet the performance and schedule requirements. The PMP shall also explicitly address the requirement identified in 6.1.1(b), above.

(b) The contractor shall furnish the necessary personnel, materials, facilities, and services to meet the requirements of this contract. The contractor shall furnish all commercial components, software, and services compliance requirements for all products delivered under this contract according to the commercial standards and contractual requirements applicable to such items.

(c) The contractor shall provide the planning, direction, coordination, and control to accomplish all requirements contained in this contract. The contractor shall determine and establish the project organization that shall provide overall management of the contract work. The contractor shall designate key personnel responsible for the schedule and technical performance on the contract who shall serve as a primary point-of-contact for both management and technical matters. In addition, the contractor shall participate in Program Management Review (PMR) meetings via conference call and produce documentation, keeping the Government informed of the current status of all equipment by required status reports and updating the PMP, on a semi-annual basis, or if changes are deemed significant enough by the Government to necessitate update.

The contractor shall provide oversight of the SECRET material and cleared communications security (COMSEC) account for handling, storing, and accounting for the tamper labels, identified in Task 6.2.

6.1.3 Progress and Status Reporting.

(a) The contractor shall provide a Monthly Status Report (MSR) that identifies activities during the prior month.

These activities include but are not limited to: equipment order status, filled and shipped orders, other user terminal serial numbers, summary of repair services, and status of and/or issues related to product availability. This report shall also include delivery fulfillment metrics and detail the date the user order was received by the contractor and the date the order was shipped by the contractor. This will become the metric for meeting the performance standard identified under PWS Section 7, “Performance Standards.”

The MSR shall provide details on all equipment order statuses to include fulfilled and shipped orders. In addition, a summary of Expedited/Emergency Activation of SIM Card Units in Government possession shall be included in the

MSR. This report shall also include delivery fulfillment metrics and detail the date the order was shipped and received. The contractor shall also provide monthly activation and deactivation counts in the MSR.

The contractor shall promptly notify the Contracting Officer (listed on the order), COR, and customer of any projected delays (e.g., the order is large and exceeds stock levels). This notification shall explain the reason for the delay and the contractor’s proposed mitigation strategy for addressing and correcting the issue.

(b) The contractor shall provide a Quarterly Trend Analysis report that examines significant activities during the reporting period. The report shall further delineate these activities by month.

(c) The contractor shall participate in semi-annual EMSS In-Progress Reviews (IPRs) to be conducted at a location agreed upon with the EMSS PMO. These IPRs will ensure all requirements are identified, customer concerns are being addressed, and appropriate plans are in place.

Deliverables:

PWS

Task#

Deliverable Title Format Due Date Distribution/Copies Frequency and Remarks

6.1.1 Iridium VAR

certification;

Contractor

Defined

14 Calendar Days after award

Standard

Distribution*

One time and

Annually or

Corporate firewall reaffirmation required annually in response to

Government

Inquiry

6.1.2 Project

Management Plan

Contractor

Defined

14 Calendar Days after award

Standard

Distribution*

One time;

updates as required

6.1.2 Project

Management

Reviews

Contractor

Defined

2nd week of following month

Standard

Distribution*

Monthly –

On-site or by tele-conference

6.1.3 Monthly Status

Report

Contractor

Defined

5th workday of following month

Standard

Distribution*

Monthly on

5th workday

*Standard Distribution: 1 copy of the transmittal letter without the deliverable to the Contracting Officer; 1 copy of the transmittal letter with the deliverable to the Primary COR. Distribution shall be submitted via an encrypted e-mail to the appropriate COR and Contracting Officer of record. Deliverables not submitted in accordance with this PWS shall be considered late.

6.2 Equipment

6.2.1 General Requirements. Upon receipt of an order under this ID/IQ contract, the contractor shall provide the equipment indicated on the order. Orders will be made by customers from the Enclosure 1-EMSS Equipment List.

Items may be added and removed to the EMSS Equipment List as Government requirements change, and a determination of scope will be made when/if the equipment deliverable requirement changes.

Status on all items on the EMSS Equipment List shall be included in the MSR.

The contractor shall provide the 9575A handset, known as the EMSS Bearcat, as a part of the equipment list. The

EMSS Bearcat requires application of a National Security Agency (NSA) tamper seal. The contractor shall have a

SECRET, NSA cleared COMSEC account for handling, storing, and accounting for tamper labels. The 9575A requires the vendor flash the device to work for secure voice, lockdown the software and then requires a tamper seal be applied to cover the port of the phone. The contractor shall have cleared personnel with final SECRET clearance for handling tamper labels before application. The contractor shall use United States citizens to service the Iridium

9575A handsets. The contractor shall use approved software and software provisioning tools provided by Iridium, LLC. for the 9575A. The contractor shall keep a database for audit purpose identifying handset and tamper labels by their unique serial numbers that were distributed and serviced.

The contractor shall deliver Iridium compliant SIM cards under this contract. The contractor shall provide the SIM cards in either of the following configurations or combination:

1) Activation of Inactive Standard Voice Service SIM Card

2) Purchase Inactive Standard Voice SIM Card

3) Replacement SIM Adapter Card

4) Replacement SIM Card

5) Reactivation of previously deactivated SIM Card

6.2.4 Delivery Schedule: CONUS/OCONUS. All shipments must be “Free on Board – Destination” or “FOB-

Destination”.

Under standard shipping timelines, the contractor shall ship equipment within fourteen (14) calendar days after receipt of order (ARO). To ensure mission requirements are filled, two additional expedited shipping requirements are included: 5-Day and Overnight. Unless specifically indicated on the order, all deliveries shall follow the

Standard shipping requirement. Equipment shall be delivered as described in the order. If the shipment time for a particular order cannot be met, the contractor shall immediately notify the Contracting Officer (as listed on the order), COR, and the customer with the reason and the plan of action to resolve the problem. The delay shall also be reported for the appropriate month in the MSR.

Shipping Timelines

Category/CLIN Shipment Requirement

Standard Within 14 calendar days

Priority (5-Day) Within 5 calendar days ARO

Overnight Within 24-hours ARO

Overseas Within 30 calendar days

6.2.5 Warranties. The standard warranty will be included in the price of the item or device and shall be a minimum of one (1) year. All warranties will begin their coverage period on the date that the contractor ships the item.

Warranties shall remain in place regardless of if the warranty date extends beyond the last date to place orders under this contract.

Extended warranties. For EMSS end-user devices (as shown on the Equipment List (Enclosure 1)), the Government reserves the right to purchase an extended warranty before expiration of the base warranty. Purchased warranties that extend beyond the last date to place orders under this contract shall extend until the warranty's end date Cost of extended warranties should not exceed the flat-rate cost of out-of-warranty repairs for conditions beyond normal wear and tear and should be cost-beneficial to the customer.

Repairs. As listed in the Equipment list (Enclosure 1), the contractor shall provide for in-warranty repairs, as well as flat-rate fee for out-of-warranty repairs and a request for out-of-warranty repairs where no defect can be found. All repair services will provide for the correction and repair or replacement of defective items in order to ensure the full functionality of the equipment.

6.3 Reserved

6.4 Provisioning

The contractor shall be an authorized Iridium VAR in good standing with access to Iridium’s proprietary Service

Provider network tool (SPNet). SPNet is required for the customer service contractor to conduct service provisioning activities as well as to verify customers, retrieve device data, troubleshoot and perform account maintenance.

The contractor shall provide provisioning for the EMSS services identified in Section 5. Provisioning activities shall include:

1. SIM card activations and deactivations

2. Mobile Station International Subscriber Directory Number (MSISDN) assignment

3. SIM card management

4. SIM purchases and distribution

5. SIM card suspensions

6. Paging activations and deactivations

7. Paging number assignment

8. Message Delivery Area (MDA) assignment

9. Global Data Broadcast activations and deactivations

10. GDB Service creation

11. GDB service subscription

12. GDB VPN request processing

13. SBD domain and device activations and deactivations

14. DTCS radio and DTCS Closed-Net subscription activations and deactivations.

The contractor shall be responsible for acquiring, activating, providing notice of service availability (via an active

MSISDN that will be sent with the shipping document of the SIM card) and provisioning of EMSS Equipment on the EMSS Infrastructure to support the provisioning and activation of the equipment.

The contractor shall process customer requests for activation, and perform related tasks associated with the contractor’s provisioning operations. The contractor shall process and activate a normal service request, at a rate not to exceed 100 requests within fourteen calendar days of receipt of an order which is written under contract from an authorized Government representative. The contractor shall process and activate an expedited/emergency service request, at a rate not to exceed 50 requests within 24 hours of receipt of an order that is written under the contract.

6.4.1 Expedited/Emergency Activation of SIM Cards Units in Government Inventory.

The contractor shall support expedited/emergency activation of stock on hand SIM Card units in the Government

Inventory. “Government Inventory” is understood to mean inventory in the possession of the U.S. Government

(EMSS PMO and its customers) and is not Government Furnished Property (GFP) provided to the contractor. The contractor shall support such requests only under the direction of the KO. The expedited/emergency activation will be followed with a written/electronic order written under contract. The contractor shall process and activate SIM cards at a rate not to exceed 50 activations within 24 hours of receipt of an order.

A summary of Expedited/Emergency Activation of SIM Card Units in Government Possession shall be included in the MSR.

6.4.2 EMSS Connection Services.

The contractor shall provide the Government the management and provisioning of connection services that the

Government contracted for under a separate agreement with Iridium. The contractor may be required to provide for the management of EMSS connection services to/for Government users who may have procured Iridium handsets/terminals, pagers and other devices from other sources. The contractor shall process EMSS Connection

Service requests at a rate not to exceed 100 requests within fourteen calendar days of receipt of an order which is written under contract from an authorized Government representative.

Deliverable Title Format Due Date Distribution/Copies Frequency and Remarks

6.4 Normal Service

Request

Expedited/Emergency

Service Request

N/A Within fourteen calendar days of receipt of a service request.

Within 24 hours of receipt of an order

To customer, COR, and KO, or as specified in the request

Upon service request receipt

6.4.1 Expedited/Emergency

Activation of SIM

Cards Units in

Government

Inventory

N/A 24 hours after receipt of an order

To customer as specified in the order

Upon service request receipt

6.4.2 EMSS Connection

Services

N/A Within fourteen calendar days of receipt of an order

To customer as specified in the order

Upon order receipt

6.5 Customer Care.

6.5.1 Customer Care Overview

The contractor shall have primary responsibility for providing support to customers who subscribe to EMSS services. To receive customer care services, customers will contact the Contractor’s Customer Call Center as their primary point of contact. The contractor shall provide a world-wide toll-free number and Iridium Handheld EMSS direct dial number where the Government customer can receive customer care services. The contractor shall also provide an email address to which customers can submit customer care service inquiries.

The contractor shall be required to work with other contractors in support of the EMSS program office. The contractor shall be required to establish and maintain a working relationship with Iridium Satellite, LLC to support provisioning and invoicing requirements. The contractor shall be required to establish a working relationship with

NexGen Communications in order to support provisioning and support of Short Burst Data (SBD) and Distributed

Tactical Communication System (DTCS). The contractor shall also establish a working relationship with any vendor or subcontractor in order to fully support the requirements of this effort.

6.5.2 EMSS Customer Care Requirements

The contractor shall provide Customer Call Center services. At a minimum, the contractor shall provide

Government-unique Customer Call Center services for general inquiry (service and equipment) and problem resolution. The contractor will be authorized for access, generation and storage of SECRET information for use in the resolution of customer care inquiries.

The Customer Call Center services shall meet the following performance metrics:

Average Speed of Answer: <20 sec o Where, Average Speed of Answer = Time of call answer minus time of call setup, and includes ring time and time on hold.

Number of Incidents: 450 incidents/month average, 750 incidents/month max (Base year); plus 5% for each option year o Number of Incidents Logged = Number of unique customer problems addressed

Abandonment Rate: < 2% o Abandonment Rate = Number of calls abandoned after the first five seconds of call setup divided by the total number of calls lasting longer than five seconds after initial call setup

First Call Resolution Rate (FCR): >70% o FCR = Number of contacts resolved initially ÷ (All incoming contacts – Contacts that cannot be resolved at level one)

Contractor shall be prepared to support a call volume of an estimated 7,500 calls per year.

The Customer Call Center shall employ a Customer Relations Management System that enables measurement of the performance metrics. The contractor shall report the measured Call Center Performance Metrics in the MSR.

The Customer Call Center must be manned 7 days a week, 24 hours a day (24x7) and perform the following tasks:

Identify, diagnose, and resolve problems with equipment ordered under this contract, provisioning of equipment ordered under this contract, and warranties or service for users of the EMSS DoD gateway services.

Provide one-on-one end-user problem resolution over the phone to authorized customers.

Provide information to customers about EMSS products and services.

The contractor shall provide trouble administration functions staffed 24x7 to enable users to report service-affecting problems, resolve reported problems, and determine the status of trouble reports. The contractor shall provide automated capabilities and procedures for trouble handling, resolution and escalation in support of all EMSS services. The contractor shall provide the Government a monthly trouble ticket report that includes, but is not limited to, reports detailing trouble ticket data, trouble resolution and recurring trends.

Deliverable Title Format Due Date Distribution/

Copies

Frequency and

Remarks

6.5.2 Customer Call

Center Services

Contractor

Format

Upon customer inquiry and per call center performance metrics

Standard

Distribution*

Upon customer inquiry

6.5.2 Procedures for

Trouble

Handling/

Resolution &

Escalation

Contractor

Format

Within 30 calendar days of contract award, and when changes are deemed significant enough by the

Government to necessitate an update

Standard

Distribution*

Within 30 calendar days of contract award, and when changes are deemed significant enough by the Government to necessitate an update

6.5.2 Monthly Trouble

Ticket Report

Contractor

Format

Monthly, 5 business days after end of month

Standard

Distribution*

Monthly, 5 business days after end of month

*Standard Distribution: 1 copy of the transmittal letter without the deliverable to the Contracting Officer; 1 copy of the transmittal letter with the deliverable to the Primary COR. Distribution shall be submitted via an encrypted e-mail to the appropriate COR and Contracting Officer of record. Deliverables not submitted in accordance with

6.6 Records Management

6.6.1 Database Records Management

6.6.1.1 EMSS Orders Database.

(a) The contractor must have a demonstrated capability for receiving and securely storing all information pertaining to EMSS orders as received through the Government’s prescribed ordering processes. The contractor’s records management system shall have an acceptable administrator hierarchy and/or controls to prevent unauthorized access from individuals or entities. The contractor’s record management system (EMSS database) shall be subjected to ad-hoc audits by the Government.

The database shall be remitted to the Government in electronic form at the conclusion of this contract and no copies of this information are to be retained by the contractor (see PWS 6.3). The contractor is forbidden to share any

EMSS order record or general EMSS order trends with third parties not authorized by the EMSS Program Manager

(note: Iridium is considered to be a third party and is not authorized to receive this information from the contractor).

(b) DITCO will provide a record of sale to the contractor upon completion of each transaction placed under this contract. This will ensure the records maintained by the contractor pursuant to 6.1.3(a) are consistent with the records maintained by DITCO. However, the contractor will support a reliable process, defined in collaboration with the EMSS PMO and DITCO, that ensures the fulfillment and delivery of provisioned and activated devices

(e.g., the customer must not have to separately initiate provisioning and/or activation if their order calls for their device(s) to be delivered provisioned and activated).

6.6.1.2 Government User Database.

The contractor shall maintain a database of all EMSS service orders, which shall include the user's agency and/or authorized affiliated entity, address, and item(s) procured. The contractor shall permit the EMSS DoD gateway operators at the EMSS gateway, DITCO Contracting Officers and Contract Specialists, and the Government COR(s) real-time access to this database during the course of performance (during the ordering period of the contract and until the database is submitted to the Government at end of performance). Access shall be to an exported file containing only the user’s agency and/or authorized affiliated entity, address, and unique identifier number. The contractor shall provide this database, in electronic format as an Excel spreadsheet, via email, or other electronic delivery, as requested, at the conclusion of this contract, or upon contract termination, to the DITCO Contracting

Office and the Government COR.

6.6.1.3 Accounting System Management. The contractor shall notify the DITCO KO and the COR regarding status of receipt of orders, shipment, or backorder of any device.

The contractor shall provide user data backup for maintaining and archiving required user information to protect against inadvertent loss of such data from system failures. This process shall include mechanisms to perform regular, periodic back up of user information and account databases.

Deliverable

Title

Format Due Date Distribution/Copies Frequency and Remarks

6.6.1.1 EMSS

Orders

Database

DITCO format;

Microsoft Excel

At completion of task order

Standard

Distribution*

Upon conclusion of this contract

6.6.1.2 Government

User

Database

DITCO format;

Microsoft Excel

At completion of task order

Standard

Distribution*

Upon conclusion of this contract

*Standard Distribution: 1 copy of the transmittal letter without the deliverable to the Contracting Officer; 1 copy of the transmittal letter with the deliverable to the Primary COR. Distribution shall be submitted via an encrypted e-mail to the appropriate COR and Contracting Officer of record. Deliverables not submitted in accordance with

7. Performance Standards.

Standard delivery: ≤14 calendar days to fulfill order (order shipped date – order received date). If the contractor takes longer than 14 calendar days to fulfill an order, this order will be considered late. Orders more than 30 calendar days old will be considered delinquent and the COR and customer shall be briefed on the status of the order and a remedial course of action shall be identified.

Performance Standard Acceptable Quality Level (AQL) Methods of Calculation

6.1.2 Project Management

Plan (PMP)

One deficiency. Any re-performance or re-work that occurs is minor and is resolved in a satisfactory manner

100% inspection

Count of the number of deficiencies

6.1.3 Progress and Status

Reporting

Materials contain required information and are delivered on time at least 95% of the time.

Revisions that occur are minor and are resolved in a satisfactory manner.

The number of delivered items that require no re-work divided by the total number of items delivered

6.2 – Equipment Orders are shipped on-time (standard shipping unless alternative shipping is requested in the order) 95% of time.

100% inspection of reported metrics in the contractor

MSR

Total number of on-time shipments divided by total number of shipments

6.4 – Provisioning

Normal Service Request

Expedited/Emergency

Service Request

Process and activate normal service requests at a rate up to 100 requests within 14 calendar days of receipt of a service request 95% of the time.

Process and activate an expedited/emergency service request, at a rate not to exceed 50 requests within 24 hours of receipt of an order

95% of the time.

100% inspection of reported

Number of normal service requests processed within 14 calendar days divided by the total number of requests.

Number of expedited/emergency service requests processed within 24 hours divided by the total number of requests

6.4.1 - Expedited/Emergency

Activation of SIM Cards

Units in Government

Inventory

The contractor shall process and activate an expedited/emergency service request, at a rate not to exceed 50 requests within 24 hours of receipt of an order 95% of the time.

100% inspection of reported service requests processed within 24 hours divided by the total number of requests

6.4.2 – EMSS Connection

Services

EMSS Connection Services shall be provided within 14 calendar days 95% of the time.

100% inspection of reported

Number of connection service requests processed within 14 calendar days divided by the total number of requests.

6.5.2 - EMSS Customer Care

Requirements

Customer Call Center

Services

The Customer Call Center services meet the following performance metrics:

Average Speed of Answer: <20 sec

Abandonment Rate: < 2%

First Call Resolution Rate (FCR): >70%

100% inspection of reported

Average Speed of Answer =

Time of call answer minus time of call setup, and includes ring time and time on hold.

Abandonment Rate =

Number of calls abandoned after the first five seconds of call setup divided by the total number of calls lasting longer than five seconds after initial call setup

FCR = Number of contacts resolved initially ÷ (All incoming contacts –

Contacts that cannot be resolved at level one)

Procedures for Trouble

Handling, Resolution &

Escalation

One deficiency. Any re-performance or re-work that occurs is minor and is resolved in a

Count of the number of deficiencies

Monthly Trouble Ticket

Report

Monthly Trouble Ticket shall be submitted with no required re-performance or re-work at least

95% of the time. Any re-performance or re-work that occurs is minor and is resolved in a satisfactory manner.

100% inspection of the trouble ticket information in the Monthly Status Report.

Number of trouble ticket reports not requiring re-performance or re-work divided by total number of reports.

6.6 – Records Management 100% accurate record of all EMSS service orders

No deficiencies. Any re-performance or re-work that occurs is minor and is resolved in a

100% inspection of database

Number of accurate database entries divided by total number of database entries

8. Incentives. The Government COR will maintain a record of the contractor performance. Any deliverables that did not meet the performance standards specified in the PWS and QASP will be identified as such. Likewise, any work that is clearly above the standards outlined in the PWS will be recorded as well. The contractor’s performance in meeting order requirements will be reviewed at the Quarterly In-Progress Reviews (IPR) and Semi-Annual Program

Management Reviews (PMR). The contractor’s performance will also be documented in the Contractor Performance

Assessment Reporting System (CPARS) at the base contract level and will be used as a criterion for the placement of future orders and exercising any option. The evaluation may also be used by DISA and other Government agencies as source selection information to support future Government procurements.

9. Place of Performance. The primary place of performance is the contractor’s facility. As directed by the COR, the contractor shall continue performance in emergency or mission essential conditions.

Alternate Place of Performance - Contingency Only. As determined by the Contracting Officer's Representative

(COR), contractor employees may be required to work at an alternate place of performance (e.g., home, the contractor's facility, or another approved activity within the local travel area) in cases of unforeseen conditions or contingencies (e.g., pandemic conditions, exercises, government closure due to inclement weather, etc.). Additionally, the contractor may be required to account for the whereabouts of their personnel should this information be requested by the COR. Non-emergency/non-essential contractors should not report to a closed government facility. Contractor shall prepare all deliverables and other contract documentation utilizing contractor resources. To the extent possible, the contractor shall use best efforts to provide the same level of support as stated in the PWS/SOW. In the event the services are impacted, reduced, compromised, etc., the Contracting Officer or the contractor may request an equitable adjustment pursuant to the Changes clause of the contract.

10. Period of Performance. The ordering period is a 12-month base period with four 12-month optional periods.

11. Security Requirements. This section supplements Block 13 of the Government provided DD Form 254, Contract Security Classification Specification. The following security requirements shall apply to this effort.

References:

a. DISA Form 786, DISA Statement of Information System Use and Acknowledgement of User

Responsibilities – Basic User

b. DISA Policy Letter, Unauthorized Connections to Network Devices, 11 September 2013

c. DISA Instruction 240-110-8, Information Security

d. DISA Instruction 240-110-36, Personnel Security

e. DISA Instruction 240-110-38, Industrial Security

f. DISA Instruction 240-110-43, Insider Threat Program

g. DISA Instruction 630-230-19, Cybersecurity

h. DoD Manual 5200.01, Vol 1-4 Information Security Program, 24 February 2012

i. DoD Manual 5200.02, Procedures for the DoD Personnel Security Program, 3 April 2017

j. DoD 5220.22-M, National Industrial Security Program Operating Manual, February 2006 Incorporating

Change 02 May 2016

11.1 Facility Security Clearance. The work to be performed under this contract/order is up to the Secret level.

Therefore, the company must have a final Secret Facility Clearance from the Defense Counterintelligence and

Security Agency Facility Clearance Branch. prior to contract award.

11.2 Security Clearance and Information Technology (IT) Level. All personnel performing on or supporting a

DISA contract/order in any way shall be U.S. citizens. The personnel security requirements for this contract/order cover the individuals supporting the Task Areas delineated in the table below. Contractor personnel must possess the interim or final security clearance and interim or final IT-level eligibility delineated in the table below when performance starts.

PWS Task /

Subtask

Clearance

Level

IT Level

Access Level of Classified Access

Justification for Access to

Classified

6.1 Project

Management

SECRET None SECRET Access to SECRET material and cleared COMSEC account for handling, storing, and accounting for Tamper labels identified in Task 2.

6.2 Equipment SECRET/

COMSEC

None SECRET/COMSEC Access to SECRET material and cleared COMSEC account

PWS Task /

Subtask

Clearance

Level

IT Level

Access Level of Classified Access

Justification for Access to

Classified for handling, storing, and accounting for NSA Tamper labels.

6.4 Customer

Care

Unclassified/

FOUO

None Unclassified/ FOUO N/A

11.3 Investigation Requirements

All personnel requiring Secret access under this contract/order shall undergo a favorably adjudicated Tier 3 (T3)

Investigation formerly known as a National Agency Check, Local Agency Check and Credit Check or Access

National Agency Check and Inquiries as a minimum investigation. The Tier 3 Investigation will be maintained current within 10-years and requests for Secret Periodic Reinvestigations will be initiated by submitting a Tier 3R investigation prior to the 10-year anniversary date of the previous Tier 3 Investigation.

11.5 Visit Authorization Letters (VAL). Visit requests shall be processed and verified through the Joint Personnel

Adjudication System (JPAS) to SMO DKABAA10. JPAS visits for contracts/orders are identified as “Other” or

“TAD/TDY” and will include the Contract/Order Number and ADP/IT-Access level of the contract/order in the

Additional Information section. Contractors that do not have access to JPAS may submit visit authorizations by e-mail in a password protected .pdf to the Contracting Officer Representative (COR) or Alternate COR specified in

Section 1.0.

If JPAS is not available, the VAL must contain the following information on company letterhead

Company name, address, telephone number, facility security clearance

CAGE CODE

Contract/Order Number

Name, SSN, date and place of birth, and citizenship of the employee intending to visit

Certification of personnel security clearance and any special access authorizations required for the visit

(type of investigation & date, adjudication date & agency, and IT access level)

Name of COR

Dates or period the VAL is to be valid

11.6 Security Contacts. DISA Security Personnel can be contacted for Industrial or Personnel Security related issues at (301) 225-1235 or via mail at:

Defense Information Systems Agency Defense Information Systems Agency

ATTN: MP61, Industrial Security ATTN: MP62, Personnel Security

Command Building Command Building

6910 Cooper Ave. 6910 Cooper Ave.

Fort Meade, MD 20755-7088 Fort Meade, MD 20755-7088

For Center or Directorate-specific security related matters, contact the Directorate or Center Security

Manager at:

Security Manager Contact Information:

Name: Vernon Rhodes

Phone Number: 301-225-2386

E-mail: Vernon.l.rhodes.civ@mail.mil

11.7 Information Security and other miscellaneous requirements.

11.7.1 Contractor personnel shall comply with all local security requirements including entry and exit control for personnel and property at the government facility.

11.7.2 Contractor employees shall be required to comply with all Government security regulations and requirements.

Initial and periodic safety and security training and briefings will be provided by Government security personnel.

Failure to comply with Government security regulations and requirements shall require the company to provide the

Government with a written remediation/corrective action plan; furthermore, failure to comply with such requirements can be cause for removal and the contractor will not be able to provide service on this contract/order.

11.7.3 Contractor employees with an incident report in JPAS who have had their access to classified suspended will not be permitted to fill positions requiring access to classified information on a DISA contract/order.

11.7.4 The Contractor shall not divulge any information, classified or unclassified, about DoD files, data processing activities or functions, user identifications, passwords, or any other knowledge that may be gained, to anyone who is not authorized to have access to such information. The Contractor shall observe and comply with the security provisions in effect at the DoD facility. Identification shall be worn and displayed as required.

11.7.5 DISA retains the right to request removal of contractor personnel regardless of prior clearance or adjudication status, whose actions, while assigned to this contract, clearly conflict with the interest of the Government.

11.7.6 Contractor personnel will generate or handle documents that contain For Official Use Only information at the

Contractor and Government facility. Contractor personnel will generate or handle documents that contain

Proprietary, Contract Sensitive, or similarly designated information at the Contractor and Government facility.

Contractor personnel will have access to, generate, and/or handle classified material up to SECRET only at the location(s) listed in the place of performance section of this document. All Contractor deliverables shall be marked in accordance with DoDM 5200.01, Vol. 3, Vol. 4, Information Security, DoDM 5400.07, Freedom of Information

Act Program, unless otherwise directed by the Government. The Contractor shall comply with the provisions of the

DoD Industrial Security Manual for handling classified material and producing deliverables. The Contractor shall comply with DISA Instruction 630-230-19, Cybersecurity.

11.7.7 The Contractor shall afford the Government access to the contractor’s facilities, installations, operations, documentation, databases and personnel used in performance of the contract/order. Access shall be provided to the extent required to carry out a program of IT inspection (to include vulnerability testing), investigation and audit to safeguard against threats and hazards to the integrity, availability and confidentiality of data or to the function of information technology systems operated on behalf of DISA or DoD, and to preserve evidence of computer crime.

12. Government Furnished Property (GFP)/Government-Furnished Equipment (GFE)/ Government-Furnished

Information (GFI). The Government will furnish the contractor serially numbered Tamper Seals to be applied to the

9575A phone as part of manufacturing as required by NSA certification. These items are only to be used on EMSS approved orders placed under this contract. GFP will not be utilized for any commercial sales without the express permission of the EMSS PMO. The Government will also furnish the following GFP:

Sectéra Iridium® Security Module 2 (ISM2) inventory

13. Other Pertinent Information or Special Considerations.

a. Identification of Possible Follow-on Work. None has been identified.

b. Identification of Potential Conflicts of Interest (COI). Contractor shall identify any Organizational

Conflicts of Interest (CIO) as defined in FAR 9.502. If any Conflicts of Interest are identified, Contractor shall immediately notify the Contracting Officer with the details of the COI and a proposed mitigation plan.

c. Identification of Non-Disclosure Requirements. All DISA Contractors must execute a DISA-provided contractor non-disclosure agreement (NDA) for all services contracts regardless of award amount. The NDA must be signed within one week of contract/TO award. The contractor is responsible for obtaining and maintaining

NDAs for each contractor employee assigned to the contract/TO. The NDA is attached to the PWS.

NonDisclosure

Agreement for DISA Contractors v8 - 19 Sep 2017.docx

The contractor is responsible for identifying that all personnel, to include any new personnel on the contract, have executed the DISA provided NDA and the NDA is current as of the date of the monthly status report.

d. Packaging, Packing and Shipping Instructions. Standard shipping applies unless otherwise specified in an order under this ID/IQ contract.

e. Inspection and Acceptance Criteria. The Government will inspect and accept all deliverables under this contract.

f. Property Accountability. N/A

g. Transitioning.

1. Transition-In (Phase In). All key personnel/key positions must be on board at start of the period of performance. Key personnel include Contractor Program Manager and Contractor customer support personnel. The Contractor shall assimilate existing management systems including customer care database, EMSS user database, and SIM card inventory during the initial 60-day contract period that overlaps with the prior effort.

2. Transition-Out (Phase Out). The contractor shall support the transition of all management systems including customer care database, EMSS user database, SIM card inventory, etc. during the 60-day transition period at the end of the Period of Performance of this contract.

h. Supply Chain Risk Management (SCRM).

This contract and its associated orders are subject to the Federal SCRM policies and regulations including the

Defense Federal Acquisition Regulation Supplement (DFARS) 252.239-7017 Notice of Supply Chain Risk, DFARS

252.239-7018 Supply Chain Risk, DoD Instruction 5200.44 Protection of Mission Critical Functions to Achieve

Trusted Systems and Networks, Section 806 of theFY2011 NDAA Requirements for Information Relating to Supply

Chain Risk, and internal DISA SCRM Processes and Procedures.

The contractor shall submit a SCRM plan as part of its technical proposal that describes how the contractor will reduce and mitigate Supply Chain Risk using the security controls outlined below (further described in CNSSI 1253, Appendix D and NIST SP 800-53), as applicable to your contract.

Control

Number

HW SW Srvc

SA-12 Supply…