Section G - Contract Admin Data.docx

Solicitation No. GS-10F-12-LP-R-0002 SECTION G Dial-tone Infrastructure Procurement System (DIPS)

SECTION G - CONTRACT ADMINISTRATION DATA

G.1 CONTRACT ADMINISTRATION

Notwithstanding the Contractor’s responsibility for total management during the performance of the Contract, the administration of this Contract will require maximum coordination between the Government and the Contractor. The following sections describe the roles and responsibilities of individuals who will be the Government and Contractor points of contact during performance of this contract.

G.1.1 GOVERNMENT POINTS OF CONTACT

During the conduct of the procurement, and throughout Contract performance, the GSA Contracting Officer (CO) is the sole Government official authorized to bind the Government. Only the CO can change the terms and conditions of the Contract, incur costs and otherwise obligate the Government. After contract award, the GSA CO may delegate in writing certain responsibilities to GSA Contracting Officer’s Technical Representatives (COTRs) to monitor the Contractor’s technical performance. Any such delegation shall be effected in writing through formal appointment by the CO and the delegation letter shall identify the specific responsibilities being delegated by the CO. The CO shall not delegate the authority to change the terms and conditions of the Contract, incur costs and otherwise obligate the Government to other than to another warranted CO.

The following describes the specific functions of the various Government contract management personnel.

G.1.1.1 GSA Contracting Officer (CO)

Name: Kimberlee Wallentine Title: Senior Contracting Officer Address: GSA, FAS, Acquisition Solutions Division (AQSAG) 400 15th Street SW Auburn, WA 98001 Phone: (253) 931-7183 e-Mail: kimberlee.wallentine@gsa.gov

Name: Frank Parker Title: Senior Contracting Officer Address: GSA, FAS, Acquisition Solutions Division (AQSAG) 400 15th Street SW Auburn, WA 98001 Phone: (253) 931-7453 e-Mail: frank.parker@gsa.gov

NOTE: Primary GSA CO points of contact are listed above. Any warranted CO serving under appointment to GSA FAS Region 10 Acquisition Solutions Division (AQSAG) may serve as the “GSA CO” for purposes of this Contract if so requested by one of the above identified primary GSA CO’s.

The GSA CO will provide to the Contractor copies of all appointments made. All responsibilities, duties, and functions not delegated in writing remain within the purview of the GSA CO.

G.1.1.2 Contracting Officer’s Technical Representatives (COTRs)

The CO may designate a Contracting Officer’s Technical Representative (COTR) who, upon receipt of written delegation from the CO, will be the person representing the Government for the purpose of monitoring technical performance under this Contract. The COTR(s) is responsible for the technical aspects of the Contract and may act as the technical liaison with the Contractor and/or Ordering Agency. The specific roles and responsibilities of the COTR shall be designated in writing in a formal delegation letter issued by the CO.

The types of actions generally delegated to COTRs are listed below:

a) Monitor the Contractor’s performance to ensure the services and deliverables meet the contract requirements as to quality, timeliness, and price;

b) Perform inspections and notify the CO and Contractor of any deficiencies and agreed-to corrective actions;

c) Coordinate the delivery of Government-furnished property to the Contractor or the site in a timely manner; and

d) Coordinate access to the site with the Contractor and building manager.

The COTR may clarify the technical aspects of the order and provide general guidance to the Contractor. As used herein, "general guidance" is intended to inform the Contractor of details about the order, provide site-specific information that may impact completion of the order, or answer Contractor questions. Any guidance provided by a COTR must be within the terms and conditions of this contract, shall not change or modify this Contract or the order in any way, and shall not constitute a change under the Changes clause of this Contract.

The COTR shall not supervise Contractor personnel or direct the Contractor’s performance. The COTR is not empowered to make any commitments or changes which affect the contract price, terms, or delivery date. Any such proposed changes must be immediately brought to the attention of the CO for action. The acceptance of any change by the Contractor without specific approval and written consent of the CO shall be at the Contractor's risk.

If, in the Contractor's opinion, the COTR requests or indicates an expectation of effort which would justify or require an equitable adjustment to the order, the Contractor shall promptly notify the CO in writing pursuant to FAR 52.243-7, Notification of Changes, and proceed accordingly.

G.1.2 CONTRACTOR’S POINTS OF CONTACT

The Contractor shall identify its contract administrator(s)/manager(s) by name, title, mailing address, email address, and telephone number. These individuals shall be personnel authorized to act on behalf of the Contract (as designated herein) for the duration of the Contract unless otherwise notified to the Contracting Officer in writing. The Contractor shall notify the Contracting Officer of any changes to the below identified list of personnel, in writing, within ten (10) working days of any change.

Contractor Point of Contact Information

In addition to the above key personnel, the Contractor shall provide personnel to perform the following functions:

a) Serve as the point of contact to interface with the Government on issues related to program administration

b) Oversee the overall management and operations of services provided under the contract

c) Serve as the point of contact to interface with the Government on issues related to operational support and implementation

d) Coordinate with COTRs, Agencies, sub-contractors, and other service providers during the implementation of services

e) Serve as the single point of contact to interface with COTRs and meet with the Government on planning and operational issues related to classified requirements and/or problems in the event of national security threats and/or disaster situations

f) Serve as the point of contact to interface with the Government on issues related to trouble reporting and trouble report resolution

g) Provide copies of trouble reports when requested by the Government

G.1 .2.1 Contractor’s Key Personnel

The Contractor shall identify key personnel including, but not limited to, a Program Manager, Project Manager, and Contracts Manager. The Contractor shall maintain a list of key personnel with contact information and description of their respective roles and responsibilities. All personnel assigned to fulfill contract management and administrative functions shall be accessible to the Government (GSA and Agency representatives) 24 hours a day, 7 days a week, by telephone and e-mail. The Contractor shall provide the CO and COTR(s) with an updated list of all points of contact within ten (10) working days after any changes.

G.2 GENERAL ORDERING PROCEDURES FOR TASK ORDERS

The Contractor shall assist GSA in determining requirements for services and equipment required for initial system(s) cutover(s) and for follow-on services.

Upon initial award of the Contract, the Contracting Officer will issue a task order for an amount equal to the estimated price for the initial one (1) year of services. A separate task order shall be issued at the start of each subsequent year and shall account for funds sufficient for a one year period of service. Task orders shall be issued on a not-to-exceed (NTE) basis and shall obligate funds sufficient to support each one (1) year period of services throughout Contract performance. The Contractor shall accept the issuance of the task order as authorization to perform in accordance with the Contract upon requests received through the electronic Telephone Ordering Processing System (TOPS). Specifically, technical direction (in the form of “orders” in the TOPS system) for performance of specific tasks within the Contract scope shall be issued by authorized Contracting Officer’s Technical Representative (COTR) (i.e. usually one of GSA’s Area Telecommunications Managers (ATMs)) through TOPS. The Contractor is permitted to perform services identified in TOPS so long as sufficient funding remains on the task order as issued for the covered period. If at any time, the value of the orders received through TOPS approaches 85% of the currently obligated NTE amount on the task order applicable to the ordering period, the Contractor shall notify the Contracting Officer immediately. Work in excess of the NTE amount obligated via task order issuance shall not occur.

NOTE: Outside of the Contracting Officer, only authorized COTRs may issue technical direction to the Contractor to proceed with services under this Contract (i.e. for lines, voice mail and system features, etc.) that have been placed through the electronic Telephone Ordering Processing System (TOPS). COTRs may not obligate the Government in any way nor may COTRs make any changes to the terms and conditions of the Contract itself (i.e. adjust fixed unit pricing, etc.). Any change to the Contract shall be made by the Contracting Officer through issuance of a formal modification. COTRs (i.e. ATMs) are only authorized to issue technical direction within the scope of the existing Contract and within the existing obligational limits (i.e. NTE amount) identified on the applicable task order issued by the Contracting Officer.

Requests issued to the Contractor through the TOPS system shall be honored by the Contractor and performed in accordance with the terms and conditions of this Contract. Technical direction from a COTR to perform services may be issued under this Contract, from the date of Contract award throughout the life of the Contract so long as there is an applicable task order in existence covering the period in which the technical direction is issued via TOPS.

It's recognized that there are times when orders (such as for Moves Adds and Changes (MAC)) will be placed that will need to be modified at the time the work is being done. The Contractor is not authorized to make changes to orders without specific approval from the responsible COTR or Contracting Officer. The changes shall be annotated in writing on the original TOPS order. Within three (3) business days of the notification of completion, the order with the changes and total service installation charge shall be faxed back to the COTR who will then modify the TOPS order and submit to the vendor for signature.

All TOPS orders issued under this Contract are subject to the terms and conditions of the Contract. The Contract shall prevail in the event of a conflict with any TOPS order language. Disputes arising from an order placed in TOPS that cannot be resolved between the designated COTR and the Contractor shall be elevated to the Contracting Officer for final disposition.

Within eight (8) work hours (one (1) business day) of receipt of order in TOPS, the Contractor shall notify the COTR via email of the order number and confirmation of the requested due date. Failure to notify the COTR shall constitute acceptance by the Contractor to provide all equipment/services listed on the purchase/delivery order.

Within seven (7) working days after the TOPS order has been completed and any changes have been resolved, the Contractor shall submit a completion report, via email or facsimile, to the COTR, with a copy to the CO. The report shall reference the order number, date completed and amount billed.

G.3 TROUBLE HANDLING

The Contractor shall implement trouble handling procedures that include, but are not limited to, the following functions:

a) Provide centralized trouble reporting contact information

b) Diagnose and correct troubles

c) Work cooperatively with other Contractors and Government-designated representatives to resolve problems

d) Maintain records of trouble resolution activities

e) Respond to GSA and Agency inquiries on trouble resolution status

f) Provide trouble escalation for normal and emergency events

g) Monitor trouble report management and escalation procedures

h) Provide trouble report and performance information to GSA and Agency COTRs

i) Provide a list of trouble handling points of contacts, including names and phone number

G.3.1 TROUBLE REPORTING CONTACT

The Contractor shall provide a single point of contact for trouble handling. The Government will submit trouble reports to the point of contact 24 hours a day, 7 days a week. The Contractor shall receive trouble reports by a toll-free telephone number, electronic mail, facsimile, or web site. The Contractor’s point of contact shall be responsible for coordinating trouble isolation and repair efforts within the Contractor’s organization, between the Contractor and other service providers, and with the COTR reporting the trouble. The point of contact shall be responsible for escalating troubles not resolved in the required time frames. The point of contact shall stay actively involved with the trouble resolution process from start to completion, including the use of cooperative, end-to-end testing when troubles remain unresolved or become chronic. The Contractor shall resolve trouble reports on a routine and emergency basis and notify the COTR accordingly.

G.3.2 ROUTINE RESTORATION

For routine trouble reports, the maximum allowable time to restore service shall be 24 consecutive hours or the next work day unless a longer clearing time is mutually agreed upon by both the Contractor and the COTR.

G.3.3 Emergency Restoration

For emergency trouble reports, the maximum allowable time to restore service shall be four (4) consecutive hours unless a longer clearing time is mutually agreed upon by both the Contractor and the COTR. The Contractor shall provide emergency restoration in response to any of the following situations:

a) Catastrophic failure of single and/or multiple switching system(s)

b) Catastrophic failure of single and/or multiple transmission facilities

c) Switching locations isolated due to equipment and/or facilities failures

d) Loss of system access to the PIC (primary interexchange carrier)

e) Loss of system access to the Local Exchange Network

f) Disruption of service to users and/or circuits designated as critical by the Government. Critical users and circuits will be identified in service orders or service order changes.

The Contractor shall monitor the systems to identify outages requiring emergency restoration and commence appropriate remedial action prior to the actual submission of a trouble report. The Contractor shall notify the COTR immediately when any emergency restoration action is implemented and provide status of trouble resolution hourly until the trouble is resolved, or otherwise specified by the COTR.

G.3.4 PRIORITY RESTORATION

When outages occur, the Contractor shall provide prioritized service restoration to station lines designated as critical by the COTR. The identity and location of critical station lines will vary over the life of the contract. Priorities will be identified on initial service orders and any requested changes shall be in writing and submitted by the COTR.

G.3.5 ESCALATION PROCEDURES

The Contractor shall implement an escalation procedure with appropriate time intervals for routine and emergency trouble reports. The Contractor shall maintain an escalation procedure with points of contact and their contact information and provide this information to the CO within five (5) work days after receipt of a request or any changes to the information.

G.4 REPORTING REQUIREMENTS

The Contractor shall meet the reporting requirements described herein within the delivery schedule contained in Section F. To the maximum extent possible, the Contractor shall provide reports and service forecasts using the processes and formats already in use by the Contractor for its other customers. For monthly reports, the Contractor shall provide the reports consistently on the same date of each month. For quarterly reports, the Contractor shall provide the reports consistently on the same date of each quarter. The reports shall be inclusive of all applicable services, locations, and customer organization.

The Contractor shall describe/provide examples showing the content, formats, and electronic media of all required reports. The Contractor shall supply reports/service forecasts using the processes and formats supplied to other customers to the maximum extent possible.

G.4.1 RECURRING REPORTS

G.4.1.1 Service Order Status Summary – The Contractor shall provide the Service Order Status Summary on Tuesday of each week for active service orders and service orders completed since the last report. The report will be provided to each COTR for the area of their responsibility. A report is not required if there are no open orders and all completions were noted in a previous order. The Contractor will not charge the Government for this report. Customer specific reports will be provided to Direct Order/Direct Bill customers. (Reference G.2.3.2)

G.4.1.2 Service Outage Credit Report – The purpose of this monthly report is explained in G.4.1 .7. The Contractor will provide a report only if outages have occurred that will result in a credit to the customer. The report will be provided to the responsible GSA COTR or AGENCY COTR. No report will be provided and no charge will be invoiced for months that have not experienced an outage that will meet the credit requirements stated in this solicitation.

G.4.1.3 Billing Dispute Status Report – The Contractor will provide this monthly report to the appropriate GSA COTR or AGENCY COTR when disputes exist as covered in G.4.2. If the dispute is resolved in the governments favor, the Contractor will provide a credit for this report on the next invoice. The customer will not be charged for reports when there is nothing to report.

G.4.1.4 Billing Adjustment Summary – The report will summarize the adjustments made to the monthly invoice. The report will be provided to the appropriate GSA COTR or AGENCY COTR. The customer will not be charged for reports when there is nothing to report.

G.4.1.5 Contract Management Fee Summary – This report will be provided monthly to the GSA COTR and will reflect the fees collected on behalf of GSA. The customer will not be charged for reports when there is nothing to report. The Contractor shall archive reports and supporting information for the duration of the contract. The Contractor shall make the archived information available to the GSA COTRs and AGENCY COTRs within 10 work days after a formal, written request for information is received by the Contractor. Archived information shall be provided in electronic format on a media to be determined by the Government and the Contractor after each LSA-2 contract award. The archived data shall be available in one of the following electronic media options: Compact Disk-Read Only Memory (CD-ROM), DAT data cartridge, magnetic tape, or Internet.

G.4.2 AS-REQUIRED REPORTS

The Contractor shall provide as-required reports when specified on orders showing quantity and delivery schedule for each report.

G.4.2.1 Traffic Report

All trunk groups shall be tested for acceptable Grade of Service (GOS) immediately after cutover for approximately two weeks, unless a shorter period is specified. The first and all subsequent reports necessary to ensure P.01 GOS is being met shall be at no charge to the Government. The Contractor shall provide traffic reports in hard and electronic copies.

G.4.2.1.1 Annual Traffic and Service Charge Forecast Report

The Annual Traffic and Service Charge Forecast Report shall forecast each customer organization’s traffic and charges for the forecast period and calculate the total traffic and charges by service type. The report shall consist of a twelve (12) month forecast.

G.4.2.1.2 Monthly Traffic Statistics Report by Service

The Monthly Traffic Statistics Report shall contain traffic statistics of PRI, BRI or other circuit type by circuit number.

G.4.3 SYSTEM INVENTORY REPORTS

System Inventory Reports shall be provided in Microsoft Excel format and contain the following information.

City, State Service street address GSA system number Agency account number Telephone or circuit number Contract Line Item Number (CLIN) for service CLIN for features Monthly rate by CLIN Service initiation date

G.4.4 SUMMARY REPORT OF BILLED CHARGES

When requested by the GSA COTR, the Contractor shall provide a Summary Report of Billed Charges for all services provided under this contract. The Contractor shall provide the following information by agency and location in each summary report: type of billing (centralized or direct); CLIN, item description, quantity, unit price and amount for all services, and amount of the contract management fee charged to direct billed customers.

G.4.5 CALL DETAIL RECORD (CDR) REPORT

The CDR report will cover a full monthly billing period for the month requested. The report may be on a per customer basis or may be requested on a line-by-line basis.

G.4.6 STATION TROUBLE REPORTS

When requested by the GSA COTR, the Contractor shall provide Station Trouble Reports by the tenth (10th) day of each month for the previous month’s service. This report shall be available electronically and in hard copy in any commercially available application. The Contractor shall provide an 800/888 trouble reporting telephone number, which is responsive 24 hours per day, 7 days per week. The Contractor shall provide the following data on each trouble discovered or reported:

a) Date the trouble was reported

b) Time the trouble was reported

c) Station in trouble

d) GSA ticket number

e) Vendor ticket number

f) Nature of the trouble

g) Date the trouble was cleared

h) Time the trouble was cleared

G.4.7 FUTURE REPORTING REQUIREMENTS

image1.png