AlaskaSOL.doc

SOLICITATION NO. GS-10T-07-ECP-0003 ALASKA STATEWIDE

ALASKA STATEWIDE

GS-10T-07-ECP-0003

THIS IS A PLACE HOLDER FOR THE SF33

PART I – THE SCHEDULE

SECTION B

SUPPLIES OR SERVICES AND PRICES/COSTS

B.1

SPECIFICATION

Successful offerors must be authorized by the Alaska public utility commissions, utility commissions, or other entities, as appropriate, to provide local telecommunications services in the cities where they seek to receive an award. The offeror(s) that win award(s) under this solicitation shall furnish all personnel, materials, and services necessary to provide the required services as set forth in this contract. Please note, the nouns “offeror,” “provider”, “contractor,” and “vendor” is used interchangeably in this document to identify the company or companies that are awarded contracts as a result of this solicitation.

B.2

CONTRACT LINE ITEM NUMBERS

The Contract Line Item Numbers (CLINs) are identification (ID) numbers that identify services and features. The CLINs identified in the Price Schedule, listed in Attachment J.1, Pricing Tables, will be used for service ordering by the Government. The CLINs shall be maintained as the identification standard to clearly identify charges on the contractor’s invoices. Although the providers are required to meet minimum capabilities identified in C.2, they must include the services and features that are normally provided to commercial customers as well as those identified in this solicitation. Offerors are not required to submit pricing for products and services they do not provide commercially at the time of submission.

B.3

CUSTOMER ADDRESSES

Existing service is identified by customer worksite address and line quantity in Attachment J.2, Location Profiles, which represent current requirements, known at this time. The addition of an address or new lines of service due to a move, expansion or new customer, shall not result in an increase of unit cost to the government. If a new product or service is added to the contract for any particular site, then a contract modification shall be required in accordance with FAR 52.243-1, Changes-Fixed Price referenced in Section I.

B.4 CLIN TABLE (Attachment J.1 Pricing Tables)

Analog PBX Trunk

001H

* DS0, 00T1, and 00T3 services are point-to-point intra-LATA only.

B.5 PRICE SCHEDULES: Price tables, which must be completed, are located in PART III – List of Documents, Exhibits and Other Attachments, under Attachment J.1, Pricing Tables.

B.6 PRICING NOTES: See Section L – Instructions to Offerors for a description of how the price tables are to be prepared.

PART I – THE SCHEDULE

SECTION C

DESCRIPTION/STATEMENT OF WORK

C.1 INTRODUCTION

The objective of this contract is to provide integrated telecommunications services, and associated service management, for the General Service Administration (GSA), Federal Acquisition Service (FAS), Office of Network Services (NWS), Northwest Arctic Region at various locations throughout the state of Alaska. Services that may be delivered include, but are not limited to, individual business lines, centrex related analog and digital lines, data services, broadband internet and support systems. The Government is looking to replace these services, features and capabilities with equal to or better services under a functional environment to foster alternative solutions and increased competition. Services must be commercially available, meet industry standards for performance and transmission, be capable of interfacing with GSA’s existing and future long distance services, and have capabilities and capacities to meet current and potential Government needs. Management and operational systems need to flexible and be able to handle current and future requirements.

C.1.1 CONTRACT SCOPE

Contractors must perform the tasks described below where commercially available. Contractors must furnish all necessary services, qualified personnel, material, equipment, and facilities, not otherwise provided by the Government, as needed to perform the Statement of Work. Contractors are responsible for the design, plan, implementation, management and coordination of service delivery, service quality, interconnect ability and maintenance described in Section C of this solicitation.

Specific locations, currently serviced under tariff with individual business lines, data services, broadband internet and support systems are listed in Attachment J.2. Attachment J.8 contains the cities that are under a current contract and will not be part of the scope for the centrex related analog and digital lines, however, are part of the scope for individual business lines, data services, broadband internet and support systems listed in Attachment J.2. Service locations maybe expanded or reduced over the period of contract.

Contractors shall advise the Government of any new technology or services when they become commercially available. The contractors shall propose the new services/technology to the Government for consideration to be incorporated into this contact.

C.1.2 AUTHORIZED USERS

This contract is for the use of all Federal agencies; authorized Federal contractors; agency-sponsored universities and laboratories; and as authorized by law or regulation, state, local, and tribal Governments, and other organizations. All organizations listed in GSA Order ADM 4800.2E (as updated) are eligible. The Government has the right to add authorized users at any time during the term of this contract.

C.1.3

SERVICE ORDERING PROCESS

The service ordering process shall, at a minimum, support the following functions, as well as requirements to interface with the Government’s ordering and billing system (e.g., TOPS and MORRIS and E-MORRIS).

· Provide service order price quotes

· Initiate service orders

· Direct Order –Authorized Representatives (ARs)

· Centralized Order – GSA Customer Account Managers (CAMs) via the Contracting Officer

· Service Order Authorization

· Track service orders

· Change service orders

· Accept service orders

· Disconnect service orders

C.2 SERVICE PLATFORM

The contractor shall perform moves, adds and changes for services in accordance with industry standards as referenced in Section C.12, Conformity To Standards. The services must be modular and easily expandable, with hardware and software maintained to meet the minimum capabilities cited below.

a. Individual Business Lines with the minimum features listed in C.2.1.2.

b. Digital and analog services, or a functional equivalent which is equal to or better, shall be available at addresses where 10 or more Government lines will be in service, subject to the offeror’s technical capability to provide services at that location.

c. Interface with the NETWORX long distance services; and provide equal access to the long distance carrier selected as the primary inter-exchange carrier (PIC) by dialing 1 before the long distance number.

C.2.1

TRANSMISSION SERVICE

Voice, Data, and Video Transmission Service offerings shall be provided where available. Service requirements may include, but are not limited to the following: DOD/DID trunks, individual business lines, centrex-like service (or a functional equivalent which is equal to or better) and related features, DSL/internet services, DS-0, T-1, and T-3, Frame Relay, and ISDN BRI/PRI.

Service performance parameters are listed in C.12, Conformity to Standards.

C.2.1.1 VOICE SERVICES

Analog and digital centrex-like services, or a functional equivalent which is equal to or better, shall be available at addresses where 10 or more Government lines will be in service, if commercially available.

a. Minimum Bundled Features for voice service solutions (Analog and Digital):

1. Call Forwarding - Busy, Ring No Answer (Internal and External), and Variable

(Internal and External)

2. Call Hold

3. Consultation Hold

4. Call Pickup Group

5. Directed Call Pickup

6. Call Transfer

7. Three-way Calling

8. Audible/Visual Message Waiting Indicator (if line provisioned with voice mail)

9. Call Hunting

10. Distinctive Ringing

11. Call Waiting

12. Caller ID

b. Optional Features for voice service solutions (Digital and Analog):

1. Directory Listings

2. Additional Directory Listings

3. Extra Line of Directory Listing

4. Foreign Directory Listing

5. Call Restriction

6. Call Return

7. Call Waiting w/ Caller ID Display

8. Flexible Route Selection

9. FX Service – Basic

10. FX Service – Mileage

11. Off-Premise Extension (OPX)

12. Multiple Appearance Directory Number

13. Vanity Number

14. Blocked caller to pay-per-call numbers (976, etc.)

15. Blocking dialed carrier identification code

16. Malicious Call Trace

17. Calling Number Suppression ( does not pass CLID)

18. Operator Assistance Busy Line Verification

19. Operator Assistance Busy Line Verification w/ Interrupt

20. Pre-subscribed PIC change

21. Authorization Codes

22. Six-way conference calling

23. Last Call Return

24. Customized Intercept and Recorded Announcement

25. Voicemail

26. Voicemail w/ Extended Storage (specify capacity in Section B of proposal)

27. Voicemail Enhanced ( auto attendant and voice mail trees)

28. Blocked call completion through directory assistance service

C.2.1.2 INDIVIDUAL BUSINESS LINES WITH FEATURES or a functional equivalent equal to or better.

a. Minimum required Bundled Features:

1. Call Forward Busy, Ring No Answer, and Variable

2. Call Waiting

3. Caller ID

4. Three-way calling

5. Transfer

6. Audible/Visual Message Waiting Indicator (if line provisioned w/voicemail)

7. Blocked caller to pay-per-call numbers (976, etc.)

b. Optional Features for Individual Business Lines:

1. Directory Listings

2. Additional Directory Listings

3. Extra Line of Directory Listings

4. Foreign Directory Listing

5. Toll Deny

6. Remote Access Forwarding

7. Last Call Return

8. Call Hunting

9. Call Waiting w/ Caller ID Display

10. Distinctive Ringing

11. Voicemail

12. Voicemail w/ Extended Storage (specify capacity in Section B of proposal)

13. Blocked call completion through directory assistance service

14. Meet Me Teleconferencing for voice services (Digital and Analog)

C.2.1.3 INDIVIDUAL BUSINESS LINES NO FEATURES

Provide individual business lines with no features.

C.2.2

ACCESS RESTRICTION

The service shall screen a minimum of 12 out-dialed digits and divert calls to intercept message(s), as required, for day-to-day operations at all locations. “Access Restriction” provides the end users with centrex-like service (or a functional equivalent which is equal to or better), the capability to limit automatic call routing, and provide intercept messages.

C.2.3

OUTGOING AND INCOMING CALLING NUMBER IDENTIFICATION (ID)

Where available, outgoing calling number ID of all lines shall be furnished connecting switching facilities. That information shall be used for commercial toll calls, Federal Telecommunication System (FTS) inter-city network(s) usage, and public network accessed “Emergency 911” correlation applications. Where available, incoming calling number ID (Caller ID) shall be furnished on a per line basis as required for telephone/terminal display. The line number shall be identical to the listed public telephone number. CLID shall be furnished on a line per line basis, or in the case of a non-DID or vanity number, outpulse a predetermined valid telephone number for 911 calls only. Where available, the contractor shall provide Enhanced 911 (E911) service that delivers specific address, building, and floor to the Public Safety Answering Point (PSAP) when 911 is called from that telephone number. Where available, provide automated call blocking of originating number/calling number suppression. Service providers shall provision services with a pseudo telephone number when identified to meet client security requirements.

C.2.4

VOICE MAIL

Where commercially available, Voice Mail shall be available on request. Voice mail services shall be capable to receive, edit, forward and store messages, provide private and shared mailboxes, automated or personalized recording and capability of remote retrieval through a toll free number.

Where available, voice mail boxes of different storage capacities approximating the capabilities listed in Section B (Attachment J.1) shall be provided. Where available, small auto attendant capabilities of up to 15 branches shall be provided.

When providing voice service, the contractor shall support the capabilities necessary to fully integrate a Government-owned voice mail system into its system, and provide station user notification of messages (such as visual indicator or audio equivalent) based on the type of station equipment installed.

C.2. 5 Access To Enhanced Emergency Services

Where commercially available Enhanced 911 (E911) services shall be provisioned as requested by GSA on ISDN/PRI circuits, ISDN/BRI circuits, or CAMA Trunks for PBX systems. E911 services shall include ANI, ALI, and Selective Routing features. E911 services shall conform to NENA and NENA II standards.

C.2.6

NUMBERING PLAN

All service offerings, regardless of technology used, shall conform to the North American Numbering Plan (NANP). Blocks of consecutive numbers must be available for reservation and use with services described in Section B.7.2.2, located in Attachment J.1, such as CLINs 001H, 001I, and 001J or their functional equivalents. The blocks of numbers assigned will be utilized for Centrex, PBX, server or functional equivalent services. These reserved numbers should be priced in Schedule B- Pricing Schedules located in Attachment J.1.

C.2.7

GRADE OF SERVICE

Access to and from local lines, other local exchanges, and Inter-exchange Carriers’ Point of Presence (POP) shall have a GOS of P.01 or better (See C.12.1).

C.2.8

RESERVED

C.2.9 MEDIA REQUIREMENTS FOR TOLL CALLS PROCESSING

The contractor is required to produce and provide a File Transfer Protocol (FTP) of Toll Calls as specified in Section J.5.

C.2.10 SECTION 508

The Contractor may receive requests to provide equipment that meets accessibility requirements under Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d). Information regarding Section 508 is available via the Internet at http//www.section508.gov. The Government is responsible for identifying the applicable technical provisions of the Access Board’s standards in its requests or requirements documents.

C.2.11 CUSTOMER ADMINISTRATION TERMINAL SERVICE (CATS)

The contractor shall provide CATS, where available, for interfacing with Government provided terminals, to permit General Services Administration personnel to administer system(s) changes at no charge to the Government. These changes may include, but not be limited to, internal software configurations and software changes, reassignment of features, moves, changes, and other actions inherent to the agency without the need for hardware wiring. This service requirement is anticipated at larger user locations.

C.2.12 BROADBAND OR DATA SERVICE

Where commercially available, the contractor shall provide broadband services such as DSL, and frame relay service. If additional high speed or broadband services are currently provided to commercial customers, the contractor shall include the name of the service and offered price in Section B, Pricing Tables located in Attachment J.1. The required minimum data rates for broadband service are:

Internet Access-Dynamic, 512Kbps down-256Kbps up

Internet Access-Static, 512Kbps down-256Kbps up

Internet Access-Dynamic, 256Kbps down -256Kbps up

Internet Access-Static, 256Kbps down -256Kbps up

C.3 NUMBER INVENTORY AND ADMINISTRATION

a. Inventory. The contractor shall maintain an inventory of the NPA/NXXs and telephone numbers assigned through this contract to be included as a part of the monthly invoice for recurring services. The contractor shall ensure that the numbers are available for use when requested.

b. Management system. The contractor shall provide an inventory management system to keep track of, on a location and customer organization-basis, the inventory of the lines, equipment, services, and features of the services provided under this contract. The contractor shall provide inventory status information to GSA as part of the monthly invoice for recurring charges.

C.4. NUMBER PORTABILITY

In accordance with the Telecommunications Act of 1996, number portability allows the customers to change local exchange service providers without changing phone numbers. Number portability shall be provided and maintained in accordance with FCC, State and Local rules and regulations.

C.5 GOVERNMENT BUILDINGS

C.5.1 AVAILABILITY OF SPACE

The GSA will provide space, where available in Government owned/leased buildings, to house circuit terminating equipment, such as CSU/DSU or terminating blocks. All equipment installations shall be coordinated and approved, through the GSA/Government representative, prior to installation.

C.5.2 HISTORIC BUILDINGS

The Contractor shall coordinate with the GSA Region 10 Historic Preservation Officer and Contracting Officer’s Technical Representative (COTR) to obtain all necessary approvals prior to the installation of equipment or wiring in a historical building. This requirement applies to all buildings that are either on, or nominated for placement on, the National Historic Register.

In addition, all work performed in historical buildings shall conform to the requirements contained on the website for historical buildings identified in Attachment J.6 of this contract.

C.6 CABLE & WIRE

The contractor shall provide labor and materials to install sufficient cable, vertical and horizontal, to the Service Delivery Point (SDP) on each building floor containing government station line distribution based on the prices in Section B, Pricing Tables, located in Attachment J.1.

The contractor shall be responsible for all cable installations and shall ensure that all cable/wire systems installed under this contract continue to perform according to appropriate EIA/TIA standards. If requested, the contractor shall test new or existing cable and provide the resulting documentation to the Government at no cost to the Government.

C.6.1

HOUSE CABLE / WIRE INSTALLATION AND MAINTENANCE

The contractor shall be responsible for providing all cable/wire, terminals, blocks, installation hardware, and miscellaneous materials required to provision service to the points of demarcation as described in C.6.3. The contractor is responsible for all cross connections required to accomplish the complete installation.

C.6.2

EXISTING GOVERNMENT HOUSE CABLE / WIRE

The contractor shall reuse existing cable/wire wherever possible. The contractor is responsible for ensuring the services supported by such reused cable/wire meets the standards described in C.12 for appropriate service.

The Government reserves the right to direct the use of existing cable and/or cable termination facilities (cable frames) or the installation of new cable. Any cross connects are included as part of the Service Initiation Charge (SIC) for any service.

C.6.2.1 MOVE/ADD/CHANGE

The contractor shall de-install, relocate, and reinstall telephone jacks as well as perform miscellaneous wiring, when required by the Government. Prices not included in this contract shall be negotiated on a per task basis and include awarded labor rates and material charges applicable to the action.

C.6.3 DEMARCATION POINTS FOR SERVICE(S) DELIVERY VIA HOUSE

CABLE/WIRING

The demarcation point for services (with the exception of proprietary Customer Premise Equipment (CPE) or orders specifying a different demarcation point) is the Network Interface Device (NID). Any other demarcation point for services will be included on the individual service order, whether at the proprietary CPE station jack, or other location as specified. Figure 1, shown below, presents the different termination points normally required by the Government.

Figure 1 Service Delivery Points

*Contractor-provided terminal block adjacent to a Government terminal block in the intermediate distribution frame (IDF), computer room, or telephone closet(s) on each floor of a multi-story building or appropriate telephone closet(s) in a single story building. As depicted for reference only, SDP 6 includes a voice instrument equipped with a line/mounting cord for connection to the jack at SDP 5. [Note: This solicitation does not include a requirement to SDP 6 or a requirement for instruments, and stops at SDP 5.

C.6.4 MAIN / INTERMEDIATE DISTRIBUTION FRAME(S) (MDF/IDF)

All terminated services shall be in accordance with the industry standard (EIA/TIA-568A). Although the actual cross connect is included in the price for installations and changes, the costs of any additional hardware and/or cable will be negotiated if not specifically priced in this contract.

C.7 PLANS

As stated below, revised/updated plans shall be submitted to the contracting officer (CO) or authorized representative. Plans required under this contract are listed below along with their time frames. All references to "days" in this paragraph indicate calendar days unless otherwise stated.

C.7.1 TRANSITION PLAN

The Contractor shall provide a draft Transition Plan for the project that is as complete and thorough as possible. The Contractor shall revise, update, and submit the Transition Plan to the Contracting Officer (CO), or authorized representative, within thirty (30) calendar days after contract award. The CO will review the Transition Plan and either provides comments or accept the plan within 15 days. The plan shall include, as a minimum, the following information:

a. Describe, in narrative form, the general approach in implementing the total project and system cutover(s).

b. Identify service delivery location.

c. Develop a milestone schedule for the site(s). As a minimum, include all contract deliverables and other milestones as agreed upon between the contractor and Contracting Officer. The Implementation Schedule shall also include the following information:

1) "As of" date of report.

2) Service location and address.

3) Number of lines at cutover.

4) Depict planned versus completed progress.

5) Identify any problem areas, work stoppages and delays, reasons, if any, and their duration, cause, and corrective action required to alleviate the problem.

d. Update the Implementation Schedule every two (2) weeks and submit to the COTR for review and approval.

C.7.2

OVERALL MANAGEMENT PLAN

The Contractor shall revise, update and submit to the CO, or authorized representative, within thirty (30) calendar days of contract award, the Overall Management Plan submitted with its proposal defining and describing the Contractor’ s Management Support Concept. The CO will review and provide either comments or accept the plan within fifteen (15) calendar days of receipt. The Contractor shall explain in detail the methodology and resources, including roles and qualifications of Key Personnel, that will be utilized to satisfy each of the management requirements as outlined in paragraph C.7.

C.7.3

QUALITY CONTROL PLAN

The Contractor(s) shall provide to the Contracting Officer (CO), within thirty (30) calendar days of contract award, a revised and updated copy of the original detailed Quality Control Plan submitted with its proposal. The plan shall define and describe methods and controls to be implemented that shall assure meeting the mandatory provisions of the contract for the life of the contract. The CO will review the plan and provide comments or accept the plan within fifteen (15) calendar days of receipt of the plan. The plan shall include details relating to:

a. Acceptable Service Level Agreements (SLA) defined as the maximum percent deficient or defectives service that can be considered satisfactory. The plan shall identify the factors to be measured and the methods to be utilized in data collection and analysis.

b. Delivery schedules (See Section F)

c. Adherence to schedules and work functions as detailed in plans provided to and approved by the Government subsequent to contract award.

d. Adherence to appropriate safety codes and procedures.

e. Adherence to industry recognized levels of quality workmanship and craft practices.

C.8 FEDERAL EMERGENCY SUPPORT DURING DISASTERS

The contractor shall support the National Security Emergency Preparedness (NSEP) Plan at locations where the technology exists to do so. When required, the contractor shall provide prioritized service provisioning and restoration to station lines designated as “critical” by the Government. The government representative or the Regional Emergency Communications Coordinator (RECC) will designate services “critical” on the order. Communications support shall be furnished under PL93288, NSDD97, NSDD145, and other applicable laws. Executive Order 12472 is also applicable to services provisioned.

C.9 SERVICE ORDERING PROCEDURE

Orders shall be performed in accordance with the delivery intervals specified in Section F, Delivery Schedule. Normally, the Contractor’s Customer Service Representative (CSR) will be notified when a priority order has been sent or is in the process of being sent.

The contractor shall respond to the following order types:

a.

Routine Service Orders - shall be accepted during the Contractor’s normal operating hours. Service shall be completed in accordance with the delivery times contained in Section F.

b. Priority Service Orders - shall be accepted during the Contractor’s normal operating hours. Priority service orders are routine service orders that may be prioritized by the COTR or Contracting Officer without regard to the chronological date of an issued task order. These orders shall take precedence over routine orders and will be identified as such by GSA at the time the order is issued. Service completion of priority orders shall be in accordance with delivery time contained in Section F.

c. Emergency Service Orders – shall be accepted twenty-four (24) hours a day, seven (7) days a week. Service completion of emergency orders shall be in accordance with the delivery times contained in Section F.

C.10 MANAGEMENT SERVICES

The contractor shall ensure that management services are provided at all levels necessary to comply with the Statement of Work. Management services shall include but are not limited to service utilization support and technical assistance, service changes and upgrades, provisioning actions, maintenance of required line grade of services, numbering plan management, upgrades, provisioning of features, provisioning of required grade of service; access levels; diagnostic analysis; database and software management, interoperability, North American Numbering Plan (NANP) upgrades and changes, maintenance, quality assurance, and system control.

C.10.1 TECHNICAL SUPPORT AND ASSISTANCE

The contractor shall provide service utilization support and technical assistance to the customer recipients of services provided by this contract. Response times are listed in Section F.

a. The contractor shall identify Hierarchy of individuals: names, titles, work and 24-hour emergency telephone numbers, facsimiles, and e-mails, within the contractor(s) organization responsible for management of all, or some, aspects of this contract;

b. The contractor shall provide a dedicated Customer Service Representatives (CSR) to provide technical assistance with agency requirements, discuss service improvements, development of station plans, feature assignments and service order planning through the life of the contract. The contractor shall provide a National Toll Free number to call with inquires. The CSR shall be available during the core hours: 8:00AM to 5:00 PM Alaska Time. The Government shall incur no additional charge(s) for this service.

C.10.2 SYSTEM CHANGES

The Contractor shall make all necessary adjustments, changes, additions, and deletions to assure the availability, continuity, and quality of telecommunications services to all customers through the life of this contract. The Contractor shall formally request an approval for all recommended changes a minimum of twenty (20) working days prior to proposed implementation of the change.

a. Service Upgrades/Improvements

The Contractor shall collect and evaluate service(s) data, plan and implement approval service(s) upgrades, and establish the criteria, parameters, processes, and procedures required to provide quality services. System upgrades the Contractor chooses to implement, such as those recommended by OEM, shall be at no cost to the Government.

b. Changes

The Contractor may propose system changes to maintain or enhance service at any time. When a change recommended by the Contractor doesn’t require additional funding, the Contractor shall submit a technical description to the COTR for review. The contractor shall proceed with the change only after receiving approval from the Contracting Officer.

When a change recommended by the Contractor increases the costs and requires additional funding, the Contractor shall submit a proposal for changes directly to the Contracting Officer (CO). The proposal shall include technical description and an economic justification with cost/benefit analysis and estimated costs. The Contractor shall proceed with the proposed changes only after receiving written approval from Contracting Officer.

c. Coordination with Associated Telecommunications Services

The contractor shall coordinate the provision of services and maintenance with other Government contractors, including the designated NETWORX carriers and other tariff and non-tariff service providers at no additional cost. The contractor shall be required to work with other Government contractors to ensure continuity and compatibility of services(s), the resolution of trouble reports, timely and appropriate coordination of non-Contractor provided equipment and/or services. In situations where circuits originate and terminate in the facilities of two different contractors, the Contractor who receives the initial trouble report from GSA, or other authorized Direct Order Direct Bill client, shall be responsible for coordinating the repair of the service with the contractor providing the other end of the circuit.

C.10.3 CORRECTIVE MAINTENANCE

The contractor shall provide a corrective maintenance plan describing the trouble handling procedures that include, but are not limited to, the following functions:

a. Centralized trouble reporting.

b. Determining the cause of and correcting troubles.

c. Working cooperatively with other Contractors and Government representatives to resolve problems.

d. Maintaining audit trails of trouble resolution activities.

e. Responding to customer organization’s inquiries on trouble resolution status.

f. Providing trouble escalation for normal and emergency events.

g. Monitoring trouble report management and escalation procedures.

h. Providing trouble report and performance information to customer organizations.

i. In addition, the contractor shall provide the list of trouble handling points of contacts, including names and phone number for the contract award.

The Contractor shall revise, update and submit to the Contracting Officer (CO), or designated Agency Representative (AR), within thirty (30) calendar days of contract award, the Corrective Maintenance Plan submitted with its proposal defining and describing the Contractor’ s Corrective Maintenance support concept. The CO will review and provide either comments or accept the plan within fifteen (15) calendar days of receipt.

C.10.3.1 TROUBLE REPORTING

The contractor shall provide a single point of contact for trouble handling. GSA, or other designated Direct Order Direct Bill client, shall be able to submit trouble reports to the point of contact 24 hours a day, 7 days a week. The contractor shall be able to receive trouble reports by toll-free telephone, electronic mail, or facsimile. The point of contact shall be responsible for coordinating trouble isolation and repair efforts within the contractor’s organization, between other service providers who may be involved in resolving the problem, and the individual reporting the trouble. The point of contact shall be responsible for escalating all 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 to be used when troubles remain unresolved or become chronic. The contractor shall resolve trouble reports on a routine and emergency basis. The trouble report shall specify whether emergency or routine handling is required.

Audit trails of trouble resolution activities shall be maintained for the duration of the contract.

C.10.3.2 ESCALATION PROCEDURES

The contractor shall provide, describe, and implement an escalation procedure, with appropriate time intervals, for each service category provided under this contract.

The contractor designated point of contact (name, title, telephone number, electronic mail address, and facsimile number) shall be provided to the Contracting Officer five (5) business days after award. Any changes to the point of contact information shall be provided to the Contracting Officer within five (5) business days of the change.

C.10.3.3 ROUTINE RESTORATION

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

C.10.3.4 EMERGENCY SERVICE RESTORATION

For emergency trouble reports the maximum allowable time to restore service shall be 4 consecutive hours, after notification, unless a longer clearing time is mutually agreed upon by both the contractor and GSA. The contractor shall provide emergency restoration at occurrence of any of the following:

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 NETWORX.

e. Loss of system access to the Local Exchange Network.

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

g. Any situation under which service to a system, or 20 percent of station lines at a single location is disrupted for more than four hours including disruption caused by fire, flood, explosion, civil disturbance, work stoppage (strike) or other labor disputes, and backup power failure.

The contractor shall monitor the system(s) 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. The contractor shall provide status of trouble resolution to the COTR every hour afterward until the trouble is resolved, or otherwise specified by the COTR.

C.10.3.5 PRIORITY SERVICE RESTORATION

When multiple or catastrophic service outages occur, the COTR will provide the contractor with guidance for prioritized service restoration to station lines. The identity and location of critical station lines shall vary over the life of the contract and will be provided to the Contractor by the COTR(s) at the time of service restoration. The Contractor shall only accept priority service restoration requests from the COTR(s) or Contracting Officer.

C.10.4 MAINTENANCE CHARGES

Contractor may be called to trouble shoot a maintenance problem that turns out not covered under this contract such as faulty CPE. The Contractor may invoice for hours expended and the trip charge incurred to identify or correct this type of failure only after notifying and receiving approval from the Contracting Officer of the issue.

C.11 AVAILABILITY OF EQUIPMENT AND SOFTWARE

The contractor shall provide appropriate equipment and software necessary to meet the requirements of this contract. Such equipment and software shall have been successfully tested or demonstrated in the commercial or Government marketplace to meet the intended usage requirement(s).

C.12 CONFORMITY TO STANDARDS

Throughout the Statement of Work references are made to industry standards in effect at the time of the solicitation. Compliance with the latest versions of these standards is expected throughout the duration of the contract. Considering the evolving nature of standards in the telecommunications industry, discussions shall be held between the contractor and the Government on an on-going basis to assess the impact of any industry standard changes.

Service provided to the Government shall be in conformance with the same standards as the contractor’s commercial offering at no additional cost. However, if the Government wants conformance to a new standard earlier than the contractor’s commercial development plan, then the change shall be negotiated on an individual case basis.

When multiple industry standards are cited, the order of precedence shall be as follows unless otherwise specified:

· Industry forums (Frame Relay Forum, NTUE, ATMF, EIA/TIA)

· American National Standards Institute (ANSI)

· Telcordia Technologies (formerly known as Bellcore)

· International Telecom Union-Telecommunications Service Sector (ITU-ITSS)

The Government reserves the right to waive the standards for any service on a case by case basis.

C.12.1 LOCAL VOICE SERVICE (LVS)

The performance standards for Local Voice Service (LVS) shall meet the following parameters:

a. Transmission Performance:

· All analog transmission parameters shall satisfy the values and ranges set forth in Section 7, Transmission, BOC Notes on the LEC Networks (Standard: ANSI EIA/TIA-464 for PBX trunk service and Bellcore Pub SR-2275 for other services).

· All digital transmission parameters shall satisfy the values and ranges set forth in the High-Capacity Digital Special Access Service - Transmission Parameter Limits and Interface Combinations (Standard: Bellcore Pub TR-TSY-000754 or Bellcore Pub GR-342-CORE).

b. Grade of Service (GOS):

· Terminating calls: P.01 (Erlang-B)

· Originating calls: P.01 after dial tone (Erlang-B)

· Transport: P.01

· Dial tone delay: Less than 1 percent for delay greater than 3 seconds

C.12.2 DATA SERVICES

The Circuit Switched Data Service (CSDS) performance parameters shall meet the following:

a. Transmission Performance:

All digital transmission parameters shall satisfy the values and ranges set forth in the High-Capacity Digital Special Access Service - Transmission Parameter Limits and Interface Combinations (Standard: Bellcore Pub GR-342-CORE) and ANSI T1.510.

b. GOS (end-to-end): Shall be better than 1 percent (i.e., < P.01)

C.12.3 DEDICATED TRANSMISSION SERVICE

The Dedicated Transmission Service (DTS) performance parameters for originating or terminating connection shall meet the following:

Transmission Performance:

· All analog transmission parameters shall satisfy the values and ranges set forth in Sections 7.4 and 7.5, Transmission, BOC Notes on the LEC Networks (Bellcore Pub SR-2275).

· All digital transmission parameters shall satisfy the standards set forth in the High-Capacity Digital Special Access Service - Transmission Parameter Limits and Interface Combinations (Standard: Bellcore Pub GR-342-CORE); and additionally, ANSI T1.503/510 for T1.

C.13 RESERVED

C.14 REPORTING REQUIREMENTS

The contractor shall provide both recurring and periodic reports as requested by the Government. The contractor shall describe, or provide examples showing the content, formats, and electronic media of all required reports. The contractor shall supply reports and service forecasts using the processes and formats supplied to other customers to the maximum extent possible. The dates for reports are listed in Section F. 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 contain data for each service for every location, for every customer organization.

C.14.1 PERIODIC ON-REQUEST REPORTS

The two reports listed below, traffic reports and Call Detail Record (CDR) reports may be requested at any time. The Contractor shall price the on-request reports separately in Section B-Pricing Schedule, Table B.7.2.8 located in Attachment J.1.

a. Traffic Report – All trunk groups shall be tested for acceptable Grade of Service (GOS) immediately after cutover. The Contractor shall provide traffic reports on an ad hoc basis as requested by the COTR(s). The report shall be provided electronically. These reports will typically be for a one-week period unless a longer period is specifically requested. The first report and subsequent reports are necessary to ensure P.01 GOS is being met and will be at no charge to the GSA. Reports requested after the initial P.01 GOS is attained will be billable, unless the report reveals P.01 GOS is not being provided.

b. Call Detail Record (CDR) Report – This report shall cover a full month billing period for the month requested. This report shall cover all calls made for the next full month after the report has been ordered. The report shall be on a customer by customer basis or may be requested on a line by line basis.

C.14.2 RECURRING REPORTS

Recurring reports may have a reporting interval of monthly, quarterly, semi-annual and annual and are included in basic service delivery. All reports identified in this section shall be provided at no additional cost to the Government.

a. Report of Activity

The Contractor shall maintain a log of all orders and provide quarterly reports, due to the GSA COTR no later than the 10th calendar day of the month following the end the report quarter. This report shall detail all orders (Including Direct Order and Direct Bill) and all maintenance activity under this contract. This report shall be in two parts.

1) The first part shall list the total number of orders completed during the quarter, the number and percentage of orders completed within the delivery intervals described in Section F and the number and percentage of orders completed later than the delivery intervals described in Section F.

2) The second part shall list the total number of trouble calls handled during the quarter, the number and percentage of troubles cleared within the delivery intervals described in Section F and the number and percentage of troubles cleared later than the delivery intervals described in Section F broken down by priority and routine repairs.

b. Service Order Status Summary

This report is required no later than the first Tuesday of each month for active service orders and service orders completed since the last reporting cycle. The report shall be provided to the GSA R10 TOPS Staff and the COTR (To be identified after award). A report is not required if there are no open orders and all completions were noted in a previous order.

c. Billing Dispute Status Report

The contractor shall provide this monthly report to the GSA R10 Network Services Financial Manager (to be identified after award) when disputes exist.

C.14.3 FUTURE REPORTING REQUIREMENTS

The contractor shall, at the request of the Government, provide special reports on a case-by-case basis. The Government may also discontinue or modify reports, to reflect evolving contract-related issues. The cost of making the changes for recurring and ad hoc reports shall be negotiated between the Contracting Officer at GSA and the contractor.

C.15

MAINTENANCE

It shall be the responsibility of the Contractor to coordinate all necessary maintenance and repair activities with other service providers. The CO and COTR shall be notified immediately if problems arise that cannot be resolved by the Contractor.

C.16 TELEPHONE DIRECTORIES

The contractor shall provide updated local telephone directories (i.e., telephone books) on an annual basis incorporating all publicly listed residential, business, and Government listings for the area. The telephone directories shall be the same as those provided to the public by the Regional Bell Operating Companies’ (RBOC), the white, blue, green, and yellow pages in the area. If no RBOC directory is published for the area, the contractor shall provide a directory published by the local carrier. The contractor shall provide one directory per telephone number at no charge, unless a lesser quantity is requested by the Government. The contractor is solely responsible for determining the quantity of directories required and the delivery of the directories required to each agency, at each location to include room or suite number.

C.17 DIRECTORY LISTINGS

If requested, the contractor shall submit the Government's listings to the CLEC/ILEC for publication in the CLEC/ILECs telephone directory for the area, at the price stated in Table B.7.2.5 of the Pricing Tables located in Attachment J.1. If the CLEC/ILEC does not publish a telephone directory for the area, the contractor shall submit the Government's listings to the local carrier for publication in the local telephone directory at the price stated in Table B.7.2.5, Attachment J.1.

C.18 FOREIGN DIRECTORY LISTINGS

The contractor may charge for each telephone number published in another directory for a different geographic area (e.g., a number listed for an Anchorage office in the Fairbanks directory) using the CLIN in Table B.7.2, of the Pricing Tables, located in Attachment J.1.

C.19 PHYSICAL SECURITY AND WORK AREA MANAGEMENT

The contractor shall follow security procedures established by Government in conjunction with building management to prevent unauthorized access to the building telecommunications facilities (e.g., telephone closet). These security measures shall include, but are not limited to, procedures for signing in and out, escort procedures, and inspection routines. When multiple contractors share the telecommunications facility, the contractor shall work with the Government in coordination with other contractors and the building management to agree on procedures that ensure the security of the facility, while allowing access to the facility by multiple parties.

The contractor shall make its best effort to maintain equipment rooms, wire closets, and all other work areas at Government locations in a clean, orderly, and neat state. The contractor’s responsibility shall be limited to cleaning up disorder and trash created by its personnel only. The contractor shall provide all labor, tools, parts, and software, and any additional test equipment required to maintain continuity of service to the Government.

For wiring/telephone closets, the contractor shall clearly label the wires and circuits used to provide LSA services to permit the Government to identify and trace the physical installation of a particular line or group of lines. The contractor shall ensure that these labels are readable and up-to-date at all times.

Technicians may be required to pass a background investigation in order to work in controlled areas at no additional cost to the Government.

C.20 SECURITY AND PRIVACY

C.20.1 SECURITY

Normally, telecommunications services under this contract will carry non-sensitive programmatic and administrative traffic, Sensitive But Unclassified (SBU) traffic, and higher levels of sensitive and/or classified traffic that has been encrypted by users. Therefore, security services are required. The services provided by the contractor shall be compatible with existing security devices and systems used by the Government. Security services shall protect all facilities and services, portions of the contractor’s network used to provide LSA services, information, and information processing resources provided under this contract against threats, attacks, or failures of systems.

C.20.2 BUILDING ACCESS CLEARANCES

The contractor shall comply with the physical controls in place at each work site to ensure the Government’s security requirements are met. Contractor personnel working at certain sites covered by this contract shall be required to possess access clearances. The Government shall notify the Contractor of all sites that require access clearance along with providing the necessary forms and information about application process. Although this is a limited criminal history background Government investigation, contractor shall bear the expenses of approximately $100 per contractor person. This applies to initial staffing, additional staffing, or replacement staffing.

Should a Contractor employee fail to be granted an access clearance, he/she will not be allowed to work, under this contract, at these locations. Applicants may begin employment under the terms of this contract while the background checks are underway. However, current access controls for un-cleared vendor personnel limit access in GSA controlled buildings require that the technician is accompanied by a Government employee at all times.

C.21 PRIVACY ACT REQUIREMENTS

In compliance with the Privacy Act (5 USC 552.a), the Contractor shall ensure that unauthorized access to any calling records or other system configuration and usage data is prohibited. The Government will permit and authorize Government personnel, who have the required security clearances and need to know, access to these records.

C.22 TECHNOLOGICAL REFRESHMENT SUBSTITUTIONS

During the course of this contract, the Contractor shall propose for GSA’s consideration Technological Refreshment Substitutions for any provided product(s) that may become available as a result of technological improvements.