PWS Final 28JUN.pdf

Performance Work Statement for

ON SITE AUDIO/VISUAL TECHNICAN SUPPORT SERVICES IN BUILDINGS

105/106/109 AND AUDIO/VISUAL QUARTERLY MAINTENANCE AND ON-CALL

(EMERGENCY) SERVICES IN BUILDINGS 105/106/109 OF THE GEORGE C.

MARSHALL CENTER

1. BACKGROUND. The Marshall Center (MC) maintains three lecture/conference halls and 17 Seminar Rooms located in Buildings 105/106 and Building 109 of Sheridan Kaserne. The west wing of Building 105 houses 12 tri-lingual seminar rooms. The east wing of Building 105 is a 234 person tri-lingual lecture/conference hall. Building 106 is a 100 person tri-lingual lecture/conference hall. Building 109 contains a 75-person tri-lingual lecture/conference hall and four tri-lingual seminar rooms, as well as one single-language seminar room. All facilities are used by the College of International and Security Studies (CISS), the Outreach Programs Directorate (OPD), and other internal and external organizations for both short and extended conferences and academic programs, and as such require a 100% guaranteed operational readiness rate. The main conference hall in Building 105 contains a manned control room and a manned control booth. The conference halls in Building 106 and 109 contain a manned control booth.

All three facilities are used for classroom and briefing activities approximately 30 hours per week, and must be manned and operated at least 30 minutes before the beginning of each event. All additional work time during the week is spent in setup, cleanup, rehearsals and maintenance. In addition CISS maintains six legacy seminar rooms throughout the MC. There are two executive conference rooms for the MC, as well as two smaller conference facilities used by various MC directorates and the Partner Language Training Center Europe. There are also several dozen offices scattered throughout the MC with televisions/VCRs, and other minor audio/video components where end user support is required. American holidays are observed; however, courses and other events may be in session on German holidays that require on site technical support.

2. SCOPE OF WORK

2.1. This is an audio-visual maintenance contract. The focus of the effort is not just maintaining equipment, but providing audio-visual support in a manner that optimizes the quality and effectiveness of all lectures, classes, and presentations. The contractor functions as an indispensible team member in sustaining the world-wide reputation of the MC as a learning center of excellence. The lecture/conference facilities at the MC are unique and state-of-the-art. Classes, lectures and special events are conducted with simultaneous interpretation in up to four languages using the Philips/Bosch Digital Congress Network (DCN). Routings and control of all lecture/conference halls are conducted using the Crestron Control System, and all audio routings and distribution are handled by the Sound Web Control System. Lectures and events are recorded via PAL DVCAM, VCRs and Avid Video Editing software for use in a variety of means, both analog and digital. Primary contractor services, as indicated above, are concentrated on the three large conference facilities located in Buildings 105, 106 and 109 of the MC. The MC routinely supports simultaneous classes or events in Buildings 105, 106 and 109. The conference facility in Building 105 requires two technicians to support it. The facilities in Buildings 106 and 109 require one technician each to support them. The lecture/conference halls in Building 105/Building 106 can be joined via fiber optic connection and a Multi-CCU configuration of the DCN. In addition, video and audio in multiple languages can be sent to the base closed-circuit cable system via fiber optic connection. Classes and presentations are conducted using computers, Power Point presentations, DVDs, digital media, Video-teleconferencing via Tandberg 6000, and the linking of the two conference facilities in Buildings 105 and 106. Redundancy and backup are provided using a variety of switchers, patch panels and infra-red transmitters for the Philips Interpretation System. Classes and lectures are mixed live to tape and the Avid Editing system using professional mixers, scan converters for PC signals, and cameras controlled by the DCN.

2.2 Small group seminars are conducted in the 12 rooms located in Building 105 and the five seminar rooms located in Building 109. Each seminar can be conducted in up to three simultaneous interpreted languages using the Philips/Bosch Digital Congress Network. Each room in Building 105 is also equipped with wireless microphones, SMART White Boards, VCRs, dual computers and plasma displays to allow for a wide variety of teaching aids as part of the course curriculum. The seminar rooms in 109 are the same configuration, except there are no SMART White Boards or VCRs.

2.3 The two executive conference rooms and three small conference rooms are equipped with small sound systems, single computers and one data projector/computer for displaying multimedia presentations. There is no interpretation system installed in these rooms.

3. SPECIFIC TASKS.

3.1. The contractor shall maintain and update all technical drawings and schematics using Autocad or an equivalent, professional program to produce detailed, technical schematics, and to have them approved by the MC VIB senior audio/visual specialist prior to installation or replacement of any equipment. The contractor shall maintain one master and two copies of all technical drawings and schematics.

3.2. On Site Audio/Visual Technician Support. The contractor shall provide all labor, test equipment, tools and supervision necessary to provide on site support of all visual and audio equipment for the entire MC, with a primary emphasis (approximately 90%) for Building 106, lecture/conference hall in Building 105 and seminar rooms in Building 105, and lecture/conference hall and seminar rooms in Building 109. The contractor shall provide support to MC faculty and guest speakers with PowerPoint presentations and user operation of the equipment in the facilities. The contractor shall perform routine maintenance and upgrades on all equipment, with special emphasis on the Crestron, Sound Web and DCN components. Other contractor requirements include the configuration of seminar rooms and conference facilities for increased/decreased student participation, setup for receptions and other events, installing/repairing cabling, equipment and necessary furniture to accommodate events. The contractor shall monitor the spare parts inventory, which includes, but is not limited to, cables, adapters, spare parts for conference seminar rooms, and notify the Contracting Officer’s Representative (COR) to procure/replace worn/defective items as required. The contractor shall provide replacements for minor components, e.g. cables, battery units, which are not covered by a manufacturer’s warranty, up to €2.000.00 annually. The contractor shall troubleshoot and repair all AV systems located in Buildings 105, 106 and 109, or will notify the COR that repairs have been attempted, and to what degree and what actions were taken to rectify/remedy the problem or failure. The contractor shall provide technical liaison between the COR and emergency repair technicians called under that portion of this PWS. As part of classroom operations, the contractor shall monitor lectures, conduct live mixing of the events to video tape and digitally capture using the Avid Editing System. The contractor shall catalog tapes and digital media for library and web delivery using MC provided materials such as DVCAMS, CD’s, DVD’s, etc. The contractor shall assist staff and faculty with operation of equipment in seminar rooms, and troubleshoot, repair and upgrade equipment as necessary or as directed by the Contracting Officer or designated representative. The contractor shall assist with troubleshooting, maintenance, repair and upgrades of other MC audio-visual components, to include VCRs, data projectors and sound systems, located in legacy seminar rooms, executive conference rooms, etc, throughout the MC. Work outside normal plenary operation support shall be approved by the Governemnt and assigned utilizing the existing Visual Information Branch (VIB) work order request system.

3.2.1 The contractor shall provide a 100% annual guaranteed operational readiness rate in which all lectures, classes and other special events scheduled in the three lecture/conference halls and 17 Seminar Rooms located in Buildings 105/106 and Building 109 are completed with no technical problems.

3.2.2 The contractor shall provide a Technical Support hotline (phone number) between 0800 and 1700, Monday – Friday. This service shall be available to the COR or on-site technician to obtain technical assistance relating to minor problems, or to determine if On-Call Emergency Services is required.

3.3. Quarterly Scheduled Maintenance. The contractor shall provide all labor, supervision, equipment and transportation necessary to perform quarterly maintenance repairs and services for the major conference facilities located in Buildings 105, 106 and

109. The contractor shall provide primary and alternate points of contact and applicable telephone numbers for persons assigned to perform Quarterly Scheduled Maintenance.

The contractor shall coordinate the quarterly scheduled maintenance visits with the COR in advance of the successive quarter. The COR shall ensure these dates are acceptable. If the dates must be changed, the COR will provide at least one week’s notice to the contractor. Quarterly maintenance is for the main lecture/conference halls in Building 105, 106 and 109, and their supporting control rooms. Quarterly scheduled maintenance includes:

3.3.1 General maintenance, cleaning and visual inspection of the equipment for normal electrical, mechanical and optical functions. This includes, but is not limited to, wiring, connections, serviceability and alignment to approved manufacturer technical specifications.

3.3.2. Calibration of any equipment that requires it. Contractor shall calibrate video monitors at least once per year.

3.3.3 Cleaning of heads for all video recorders.

3.3.4. Elimination of any faults and system failures previously noted and provided to the contractor.

3.3.5. Replacement of naturally worn out parts not covered by manufacturer warranty will be procured by the Government separate to this contract. The contractor shall be responsible for installing replacements of naturally worn out parts not covered by manufacturer warranty. The COR shall provide a minimum of seven (7) days notice, prior to scheduled quarterly maintenance, of required replacement of naturally worn out parts.

3.3.6. Software/hardware upgrades needed to continue/enhance functionality. The COR shall provide a minimum of seven (7) days notice, prior to scheduled quarterly maintenance, of required software/hardware upgrades.

3.3.7. The contractor shall ensure a Government representative is present at all times when the contractor is inspecting/repairing the system/equipment. This restriction includes any work conducted by the contractor after duty hours, on weekends, or holidays.

3.4 On-Call (Emergency) Services. The contractor shall provide all labor, supervision, equipment and transportation necessary to perform On-Call (Emergency) repairs and services for the major conference facilities located in Buildings 105, 106 and 109. The contractor shall provide emergency on-call services for the main conference hall in Buildings 105, 106 and 109, and their supporting control rooms. The contractor shall accept, via e-mail, fax or telephone, requests for emergency repairs from the Contracting Officer or designated representative. The contractor shall provide primary and alternate points of contact and applicable telephone numbers that are assigned to On-Call Emergency Services. Emergency repairs shall be conducted, when, as determined by the Government, the facility is no longer usable, or when there is a serious impediment to normal operations that cannot wait until the next scheduled maintenance, or provide a safety or other hazard to employees or the facility. All required replacement parts shall be approved by the Government prior to installation.

3.4.1 The contractor shall commence emergency repairs within six hours after notification, regardless of the day or time, for failures that render the facility unusable.

This includes, but is not limited to, failure of the DCN, failure of the Sound Web, failure of the Crestron Control system, or any other failure identified by the COR that will prohibit the MC from continuing programs in the facility in at least a limited manner.

3.4.2. The contractor shall commence emergency repairs within 24 hours after notification, regardless of the day or time, for any other failures that impede normal operations and cannot wait until the next scheduled maintenance or otherwise provide a hazard to personnel or the facility in the Government’s determination.

3.4.3. The contractor shall provide a 24 hour emergency telephone number in order to facilitate On-Call (Emergency) services. This telephone number may be used as a first step to provide telephonic support to correct any malfunctions or system failures.

However, if the problem cannot be corrected by telephone, the six or 24 hour response time begins at initial notification, not at the conclusion of the telephonic assistance.

3.4.4. The contractor shall, at no additional expense, provide expert technicians for specific hardware/software systems to rectify any problems with the system that cannot be corrected by the contractor or his staff.

3.4.5. If a system component is deemed faulty and is covered by manufacturer warranty, the contractor shall remove and replace the defective part and coordinate warranty repair/replacement. If a component is defective and there are no replacement parts on hand, the COR, in conjunction with the Contracting Officer, shall determine the best means to procure any replacement parts needed. The contractor shall not purchase/order any parts not covered by warranty without prior approval of the Contracting Officer.

3.4.6. The contractor shall ensure a Government representative is present at all times when the contractor is inspecting/repairing the system/equipment. This restriction includes any work conducted by the contractor after duty hours, on weekends, or holidays.

3.5. See Paragraph 9.0 for performance-based matrix.

4. ADMINISTRATIVE MATTERS

4.1. Travel costs. The contractor shall provide transportation, lodging and meals for technicians and staff during onsite visits, maintenance periods, emergency repairs, and the actual performance period for on-site technical support.

4.2. Appearance. Contractor shall present a neat, well-groomed appearance at all times.

Normal business attire is the appropriate dress during periods of support of classroom operations and interaction with students and faculty.

4.3. Language. All business and correspondence conducted by/at/with the MC must be in English. On-site technicians must be proficient in English, both in speaking and writing.

4.4. Hours of Operation. Normal operating hours are from 0730 to 1630, Monday through Friday; however, these are subject to change based on mission and operating requirements. At the Government's direction, the contractor shall provide support after normal operating hours and on weekends to satisfy these mission requirements, up to 10 man-hours/week.

4.5. Security Requirements. The contractor shall meet the security requirements as set forth in Army Regulation 604-20. A security clearance is not required for the contractor’s performance of work.

5. GOVERNMENT FURNISHED PROPERTY AND SERVICES

5.1. General. The Government will provide access to office space, facilities, materials, and automation equipment and/or services listed herein for the conduct of this PWS.

5.2. Property.

5.2.1. Facilities. Office and/or suitable rooms for conducting administrative duties in the building will be provided. Contractors shall sign for building keys with the appropriate Building Key Coordinator, and shall be briefed on building security and access responsibilities.

5.2.2. Access to information. The contractor will have access to the VIB’s technical drawings, schematics, and existing conference facilities.

6. GOVERNMENT PERSONNEL

6.1 GCMC technical point of contact for the Statement of Work shall be the Chief of the

Visual Information Branch, or the Senior Audio-Visual Specialist.

7. CONTRACTOR KEY PERSONNEL

7.1. Key Personnel. For purposes of this contract, key personnel is defined as the Project Manager.

7.2. Substitutions of Key Personnel. The contractor shall provide complete resumes for proposed substitutes, and any additional information requested by the Contracting Officer. Proposed substitutes should have comparable qualifications to those of the person(s) being replaced. The Contracting Officer will notify the contractor within 15 days after receipt of all required information of the consent on substitutes. No change in fixed unit prices may occur as a result of key personnel substitution.

8. Quality Assurance The Government will monitor the Contractor's performance under this contract using the surveillance methods identified in the Quality Assurance

Surveillance Plan. The Contractor will be given the opportunity to correct or address any adverse findings resulting from the Government’s surveillance. Failure to correct any adverse findings or failure to deliver all services described in this contract may result in non-acceptance of the services by the Government. Failure to meet the standards of this performance work statement may result in a deduction of price equal to the value of the unperformed or poorly performed services. Failure to provide services in accordance with this contract could also result in termination of the contract for cause and/or adversely impact the Contractor’s ability to be selected for future contracts.

Tab 1: Performance Based-Matrix:

Required End Result

Feature(s) of end result to be surveilled.

The required performance level for each feature.

Quality Assurance

Incentives/

Contractor shall provide the high quality audio-visual support required to sustain GCMC’s mission.

Service Quality

Responsiveness

Enhance Image of

GCMC

Customer Service

100 percent of all audio-visual systems perform in accordance with OEM specifications.

100 percent of the time, contractor performs requested audio visual service in order to minimize equipment downtime and mission interruption.

100 percent of the time, contractor appearance, behavior, attitude, and interaction perpetuate the image of the GCMC as a world class educational institution.

100 percent of the time, the contractor staffing demonstrate responsible and cooperative behavior, a commitment to GCMC satisfaction; and a concern for the interest of GCMC.

Surveillance system will be primarily customer comments.

Payment of contract price if requirements met at stated performance standards.