20130821_STATEMENT_OF_WORK__PSMO_Phones_(Final).doc

DEFENSE SECURITY SERVICE

Statement of Work

Personnel Security Management Office

Version 3.2 8/21/2013 Part 1

GENERAL INFORMATION

1.1. Introduction. This is a non-personal service contract in which the contractor shall purchase and installation of a complete telephone solution to include telephone services and telephone hardware, for a new Hanover, MD 21076. This contract is necessary to establish and maintain a telephone solution that will support sixty-nine (69) Defense Security Service (DSS) employees. The contractor shall provide all labor and supervision necessary to perform services in accordance with this Performance Work Statement (PWS). The contractor(s) performing on this requirement shall be accountable solely to the awardee of this contract, in turn is responsible to the Government.

1.2 Background. The Defense Security Service supports national security and the warfighter through our security oversight and education missions. DSS oversees the protection of U.S. and foreign classified information and technologies in the hands of industry under the National Industrial Security Program (NISP) and serves as the functional manager for the DoD security professional development program. We provide security education, training, and professional development services as the functional manager for the DoD security professional development program, and for other U.S. Government personnel and contractor employees, and representatives of foreign governments, as required.

DSS requires contractor assistance to establish and maintain the telephone sytem for the Hanover, MD.

1.3 Scope of Work:

1.3.1. Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, transportation, tools, materials, supervision, and other non-personal services necessary to perform the requirements identified in the statement of work.

1.3.2 System Information: Telecommunication Service Requirements:The contractor shall provide a quote for the installation and yearly service cost of the telecommunication services (to include local and long distance calls [Verizon Business is to be the primary PIC, Quest to be the secondary PIC when Verizon Business is not available], monthly costs of lines, provisioning costs, etc.)

required to run the offered phone solution. All lines will be established in the name of Defense Security Service (DSS). (Note-DSS will establish their own Long Distance account via DISA at a later date, once all lines have been delivered and installed. DSS will be incurring the Long Distance charges from that point going forward. All Long Distance charges incurred prior to the establishment of that account will be incurred by the vendor [approximately 90 days]).

1.3.2.1 Sixty-eight (68) phones must have at least ten programmable feature buttons, four (4) must have at least twenty programmable feature buttons, and three (3) will be conference telephones. Total of 75.

1.3.2.2 Thirteen (13) analog telephone lines, with long distance services, will be purchased and installed separately of any phone system in order to support five (5) Government provided secure telephones, seven (7) Government provided fax machines and one (1) alarm line.

1.3.2.3. The alarm line must be installed in the LAN Room at the office’s extended point of demarcation. This line will be punched down from the 110 punch down block directly into a separate RJ12 Jack/Faceplate. This phone jack will be mounted on the wall and installed next to the extended point of demarcation . This phone jack will be clearly labeled “Alarm.” (Figure two (2))

1.3.2.4 All analog lines must be installed independent of any CPE based telephone system and patched to the appropriate workstation in accordance with figure 1.

1.3.3. Office Cabling and Connectivity Requirements

1.3.3.1 RJ-12 Installation

One (1) 6 port, 110 punch down, Cat 3 RJ-12 telephone jack for telephone company analog voice service shall be installed on the wall at the extended point of demarcation (see Figure one (1). The RJ-12 jack must be clearly labeled “Alarm.”

1.3.3.1.2 The contractor shall run and install a new 25 Pair Cat3 Bulk cable from the building’s point of demarcation to the DSS LAN room located 5th floor. The cable should be terminated on the new 110 Punch down blocks that are going to be installed on the 5th floor LAN room and the building’s point of demarcation. There is an existing conduit to be used for that cable run. The cable specs are as follows:

Cat 3 25-Pair Bulk Cable:

CMR riser non plenum

Meets or exceeds all CAT 3 standards

Compliance to TIA/EEIA-568-B.2 and IEC/ISO 11801 standards

Unshielded twisted pair

24 AWG solid bare copper cable

50 conductor

UL 444, 1666; ICEA S-80 - 576

Color: Gray

1.3.3.2 Patch Cable Placement

All lines and extensions will be patched to all office workstations in the LAN Room located in Suite 500 in accordance with Figure 1 via 3ft white or grey Cat5E RJ45 Patch cables (Government provided) using cable management.

1.3.3.3. Phone Solution Requirements

The phone solution must be able to be wall mounted to a plywood backboard (Figure 2) and capable of initially supporting sixty-nine (69) phone subscribers.

The phone solution must be capable of configuring or supporting up to thirteen (13) call appearances on each phone line.

The phone solution will be capable of providing simultaneous voicemail access to at least twenty five (25) percent of all possible phone subscribers.

The phone solution will be capable of providing simultaneous dial tone and public switched telephone network access (PSTN) voice access to seventy (70) percent of all possible phone subscribers.

If the phone lines are to be configured with internal extensions, each phone line must have a unique direct inward dial (DID) telephone number assigned.

The phone solution and or phones for the solution must have the capability to place phone calls on hold, conduct 3-way conference calls (at a minimum), drop phone calls, forward phone calls and transfer phone calls.

The phone solution, connected PSTN phone lines and or phones for the solution must have the capability of sending and displaying Caller ID. The listing required, must read “US Govt.” and the outbound caller’s telephone number (Office DID or caller’s DID TBD). These lines should not be published in any yellow or white pages.

The phone solution must send the correct voltage to the phone sets from the central office or centrally located Power Supply/Phone Equipment that will be purchased and installed by the contractor in the LAN room.

The phone solution must be able to patch phone service over an RJ 45 patch panel.

The phone solution must be capable of supporting commercial off the shelf fax and conference telephone machines.

Enough power to run the phone solution and phones for two hours, in the event of power loss, will be purchased and installed as backup power.

If the offered phone solution is PBX based, it cannot be a VoIP solution, but must be capable of being upgraded or converted into a VoIP solution. The offered solution cannot be VoIP.

If the phone solution is to be located on the Customer Premises, it cannot be set up to be accessed or monitored remotely.

If the offered phone solution is PBX based, the ability to dial any 1-900 or 1010 carrier codes must be blocked. If the PBX is equipped with the ability to forward calls from a remote location, this functionality must be disabled.

The following features must be present on the phones running on the suggested phone solution.

call forward caller id call pick-up

3-way conference calling call waiting hold transfer voicemail

1.3.4 Automated Call Distribution (ACD):

The Government contemplates the potential of implementing an Automated Call Distribution (ACD) format, but makes no commitment at this time. Therefore, the proposed phone solution must have the ability to expand or be upgraded in the future to also run an ACD format concurrently along with the current proposed solution, that can support fifteen (15) telephone subscribers utilizing the existing telephone handsets. The ACD would need to be able to support various distribution methods to include:

Linear Call Distribution (Starting at the beginning of queue each time)

Circular/Rotary Call Distribution (next in line)

Uniform Call Distribution (one who handled least number of calls next)

Simultaneous Call Distribution (all extensions at same time)

Weighted Call Distribution (Configurable weighting)

1.3.4.1 Automated Call Distribution (ACD) Specifications:

The ACD functionality must have the ability meet or exceed the requirements outlined below:

User status updating/tracking and recorded/automated personal greeting

Support no more than 50 CSRs/users

Interface of Customer Service Reps (CSR)/users to the ACDS will be via "soft-phone" technology (Only Government-approved "soft-phone" applications may be used in conjunction with government furnished computer equipment )

Support at least 30 simultaneous calls and an average of 2,000 incoming calls per business day

Call recording capability with reasonable storage capacity (30+ days);

capability to easily (i.e., user-friendly) retrieve and listen to call recordings, as necessary, for training or quality control purposes.

Call routing based on caller-entered data - caller able to select options from a service queues menu.

Caller menu options to obtain URL access to FAQs library

· Skills Based Routing - enable calls to be routed to CSRs based onassigned skill sets; skill sets can be revised/updated by a supervisor. System must be expandable to meet future call center needs with a minimum of 30 servicequeues.

Capability to transfer calls between CSRs.

Tier Based Escalation and Response by CSR/Supervisor - calls can be seamlessly escalated to Tier II Support CSRs or supervisors for assistance.

Priority queuing/re-queuing whereby supervisory personnel can re-queue or transfer calls to the next available CSR, if necessary, during peak call volume periods.

While caller is on hold and while caller is waiting in a queue, music is / can be programmed to play.

Caller automatically updated on wait time to reach a CSR when dictated by call volume spikes.

Caller ability to return to the main menu and select a different option.

CSRs' outgoing phone numbers will be displayed as a private number for the call center line.

Interactive Voice Response (IVR) - callers shall have the option to navigate a menu of options using voice commands (speech recognition) or a touch-tone telephone.

· Call Activity Reporting Daily / Monthly / Annually

· Calls Offered

· Calls Answered

· Call abandonment rate / Average Call Abandonment Time

· Average wait time

· Service Level

· Average Talk Time

1.3.5 Phone Set Requirements:

A total of seventy-five (75) phone sets are required for this phone solution. Sixty-eight (68) phones must have at least ten programmable feature buttons, four (4) must have at least twenty programmable feature buttons, and three (3) will be conference telephones.

All phone sets must have speakerphone capability.

All phone sets must have the capability to store a user created phone book with at least 10 entries.

All phone sets must have an LCD screen that is capable of displaying status messages that indicate the presence of voicemail, caller ID and electronic phone book.

The phones must have dedicated or programmable buttons that will provide the phone user push button capabilities to drop phone calls, transfer phone calls, create conference phone calls, mute phone calls and hold phone calls.

The phones must be powered remotely by voltage provided from the LAN room and or Central Office. Under no circumstance will these phones be powered by individual power supplies located at the workstations.

One conference telephone must be ordered and installed on the conference room table and offices in accordance with Figure one (1). This telephone must be capable of providing clear voice communications to each person sitting at the conference table (approximately 360 square feet).

1.3.5.1. Software & Firmware Updates (This cannot be done remotely)

1.3.5.2. Error correct (Clear alarm codes)

1.3.5.3. Free Refresher course(s) upon request (Monday thru Friday 8-5) . Limit of one Re-training onsite every six months.

1.3.5.4. Vendor will assist with up to three (3) Moves Adds or Changes (MAC) per month included in this agreement at no additional charge. This includes phone support and site visits. MACs cannot be done remotely.

1.3.5.5. Add up to three drops/ jacks per year at no additional charge. (The drops will be standard CAT 5e with RJ-45 or RJ-11 inserts as requested. Cables will be terminated to new inserts at station location. Cables will also be terminated at the existing 66-M150 66-Block or Patch Panel at solution location. Cable will be run in existing “stubbed out” conduit to existing “gang box” for faceplate and inserts. Cable runs will be completed in offices with standard “drop ceiling” not exceeding 100 ft.)

1.3.5.6. Office Moves- Move and re-install PBX and related equipment for office moves. This includes removal and reinstallation of PBX, Voice Mail Solution and the cross-connect to the existing CO Lines, PRI-T-1 Voice Smart Jack and station cabling. This is estimated to be one move every five years.

1.3.5.7. Repairs must be completed within 24 hours. This covers all parts and labor. Repairs as a result of alteration, adjustment, or repair by anyone other than the contractor (or its representative) are not included. The contractor is not obligated to repair any System or System component which has been damaged as a result of accident, misuse, or abuse of the Solution or component.

1.3.5.8. Per DSS information system policies, the contractor will not be able to gain remote access to any CPE phone systems. No configuration or troubleshooting services will be performed through the phone solutions CPE console or auxiliary, or VTY ports.

1.4 General Information:

1.4.1. Project Estimates: The proceeding cabling, power, and phone specifications are only a guide designed to assist the potential contractor in developing their project plan and price their offer. This planning estimate is not intended to limit a potential contractor’s ability to offer alternative solutions for this task. The contractor shall conduct a site survey and will be responsible for accumulating pertinent data. The output will be a design specification reflecting the offered solution based on the findings of the site survey.

1.4.2. Quality Assurance. The Government will evaluate the contractor’s performance on this effort in accordance with the following checklist is to be used to verify that the work listed in this document is complete. Each test will receive a status of “GO’ when the associated test is complete, or “NO GO” when the task does not meet the standard test. The contractor and DSS POC will confirm that all test merit a status of “GO.” Once all items on the checklist merit a “GO”, the installation work requested is complete.

1.4.3. Warranty The Contractor will provide a warranty for a period of 12 months after the Government’s system acceptance. The warranty and guarantee of workmanship will be submitted in writing as part of the Contractor's offer. Acceptance of work will be by the Government representative. The warranty will cover all wiring defects, damage to wires, and hardware during installation or failure during use for the entire period which will cover the accepted and installed number of cable terminations under this requirement.

1.4.4. The contractor will provide maintenance and support for the installed phone solution. The contractor will be responsible for the maintenance, configuration, and troubleshooting of all CPE in the phone solution, with the exception of existing cabling, after the point of demarcation and out to the end user telephone sets to include:1.4.5. Two (2) hour emergency response time 24 / 7 / 365 (An emergency is considered as the inability to place or receive telephone calls from the site.)

1.4.6. Twenty- four (24) hour standard response time for other solution and handsets issues (For all Service Agreements: standard response time is during normal business hours Monday through Friday, excluding Regular Holidays. Regular holidays shall include:

New Year’s Day

1st day of January

Martin Luther King Jr.'s Birthday 3rd Monday of January

President’s Day

3rd Monday of February

Memorial Day

Last Monday of May

Independence Day

4th day of July

Labor Day

1st Monday of September

Columbus Day

2nd Monday of October

Veterans Day

11th day of November

Thanksgiving Day

4th Thursday of November

Christmas Day

25th day of December

1.4.7. Contracting Officer Representative (COR): The COR will be identified and appointed by a separate COR appointment letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions as identified in the COR appointment letter from the KO some of the functions idenitified may include but are not limited to the following appointed by the Contracting Officer: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the contract.

1.4.8. Place of Performance. The work to be performed under this contract will occur in Hanover, MD. There is no planned travel outside of the NCR associated with this effort.

1.4.9. Security Requirements. Allcontractor personnel or any representative of the contractor entering government properties shall abide by all security rules and regulations.

1.4.10. Conservation of Utilities. The contractor shall instruct employees in utilities conservation practices. The Contractor shall be responsible for operating under conditions that preclude the waste of utilities, which include turning off the lights, water faucets or valves after using the required amount to accomplish the services.

1.4.11. Conduct of Personnel. The Contracting Officer may require the Contractor to remove from the job site any employee working under this contract for reasons of misconduct, security, or found to be under the influence of alcohol, drugs, or other incapacitating agents. All contractor employees shall be subject to dismissal from the premises upon determination by the Contracting Officer that such action is necessary in the interest of the Government.

1.4.12. Fraud, Waste and Abuse. The contractor shall be responsible for maintaining proper conduct and good discipline within the contractor occupied work area(s). All contractor personnel shall be encouraged to be alert to and report suspected situations of fraud, waste, and abuse, or other intentionally dishonest conduct against the Government observed during or in the performance of this contract.

1.4.13. Safety. The Contractor is solely liable for ensuring safe work and otherwise safe actions, behavior, and conduct while in the cemetery. It is understood the contractor is solely responsible for following all applicable Federal and State of Maryland mandates and guidelines. The contractor shall have a company safety plan applicable to the work at DSS.

1.4.14 Inquiries: Inquires received by the contractor regarding work performed under this contract shall be referred to the Government for evaluation under the Freedom of Information Act of 1975, Public Law 93-502, 5 U.S.C., Section 552. The determination of whether records will be released will remain with the Government. The contractor shall be responsible for search and submission of records upon request by the Government.

1.4.15 The contractor shall not release any information (including photographs, files, public announcements, statements, denials, or confirmations) on any part of the subject matter of this contract or any phase of any program hereunder without the prior written approval of the Contracting Officer (KO). All documentation showing individuals’ names or other personal information shall be controlled and protected. The provisions of the Privacy Act of 1974, Public Law 93-579, 5 U.S.C., Section 552a, shall apply.

1.5 Liability and Responsibility for Damaged Property.

1.5.1. Damage to Government Property. The contractor shall be held liable for damage or destruction of Government property (e.g. buildings, vehicles, sidewalks, headstones, etc.) caused by the contractor, contractor personnel or representatives of the contractor in the performance of services in this contract.

1.5.2. Supervision of Contractor Employees: The Government will not exercise any supervision or control over Contractor or subcontractor employees while performing work under this contract. Such employees shall be accountable solely to the Contractor, not the Government. The Contractor, in turn, shall be accountable to the Government for Contractor or sub-contractor employees.

Part 2

DEFINITIONS

2.1.1 CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER. A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: N/A

3.2. Utilities: The Government will provide all required utilities. The Contractor shall instruct employees in utilities conservation practices. The Contractor shall be responsible for operating under conditions that preclude the waste of utilities, which include turning off the water faucets or valves after using the required amount to accomplish cleaning vehicles and equipment.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1. General: The Contractor shall furnish all supplies, materials, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

PART 5

ATTACHMENT/TECHNICAL EXHIBIT LISTING

5.0 ATTACHMENTS

5.1 Attachment 1 Figure 1: Floor Plan

5.2 Attachment 2 Figure 2: Lan Room Layout

5.3 Attachment 3 Figure 3: Lan Room Layout

Figure 1. Telephone Floor Plan

Figure 2. LAN Room Backboard Layout

Figure 3. LAN Room Layout