Attach_I_SOW_A2.docx

Attachment I

HSCG79-17-R-PT2002

Amendment 00002

DEPT OF HOMELAND SECURITY – UNITED STATES COAST GUARD

STATEMENT OF WORK

TELEPHONE SYSTEM LIFE-CYCE SUPPORT AND REPLACEMENT

1.0 GENERAL

1.1 PURPOSE

The primary purpose of this IDIQ Contract is to purchase materials and services necessary to provide for the lifecycle support of approximately 250 existing legacy Nortel and Avaya telephone systems in the United States Coast Guard (USCG) inventory. For this reason, the Contractor or a single member of the Contractor’s team, who will be providing maintenance and repair service for the existing Coast Guard telephone systems, shall be an “Authorized Avaya Co-Delivery and Service Provider” in good standing supporting the nationwide territory for CS1000E/M, CM-6, and IP Office telephone systems.

The IDIQ Contract will also be used to install, repair, upgrade, expand, relocate, and replace telephone and ancillary systems at USCG shore facilities and floating (ships) units throughout the Coast Guard.

BACKGROUND

The USCG relies upon telephony services to support the day-to-day business and operational functions that require voice communications. Similar to other Government agencies and large commercial enterprises, the USCG owns and maintains a large number of standalone Private Branch eXchange (PBX) systems that support internal and external communications, and provide connectivity to the Public Switched Telephone Network (PTSN).

Coast Guard technicians assigned to Information Technology Support Organizations (ITSO’s) in the field provide the hands-on “organizational” level support for all CG-owned telephone systems. This includes the day-to-day system administration, casualty response, and Moves, Adds & Changes or (MACs) for standalone telephone systems installed in floating and shore units throughout the Coast Guard enterprise.

The Telecommunications and Information Systems Command (TISCOM) Enterprise Information Systems Infrastructure (EISI) Product Line provides “depot” level support under the bi-level Mission Support Business Model adopted by the USCG. This includes hardware/ software/ firmware upgrades, replacements, new installations, relocations, survey & design, training, and technical assistance for casualties.

This IDIQ Contract will provide a single, streamlined procurement vehicle for TISCOM to efficiently and cost-effectively provide a full range of telephony materials and lifecycle support services through task orders.

1.3 SCOPE

The Contractor shall be responsible for providing Telephony-related materials and services to meet the Government’s objectives. A list of all PBX Systems in the USCG inventory is provided in Section 5.4 of the SOW. The scope of this contract is to procure the following materials and services using individual task orders:

· Repair, expand, or relocate existing telephone and voicemail systems.

· Survey, design and install new telephone systems.

· Replace existing telephone systems and components.

· Deploy technology refreshes and hardware/software/firmware upgrades.

· Ensure existing telephone systems is a standard system configuration and proper operation of all features and functions, and all system administration functions (e.g., back-ups, password resets, and information security settings) are properly implemented IAW USCG and/or DHS policy (referred to as Groom).

· Apply patches, bug fixes, security updates.

· Install and integrate peripheral systems such as campus-wide Public Address (PA) systems, battery/rectifier systems, Uninterruptible Power Systems (UPS), Automatic Call Distribution (ACD) systems, Call Detail Record (CDR) systems, and Voice Mail (VM) systems.

· Install, integrate and upgrade contact center systems such as Avaya Aura Contact Center (AACC) or Contact Center Elite, including any adjunct servers or applications.

· Install inside cabling and wiring directly associated with telephone or peripheral system installations.

· Provide system maintenance training, system administration training, and end-user training for telephone systems.

· Provide remote or on-site technical support to assist USCG technicians to resolve telephone system issues or casualties.

· Provide annual PASS, SA, IPOSS, and SmartNet support contract renewals for USCG telephone systems.

The following link identifies all USCG units: http://www.uscg.mil/top/units/. While the majority of USCG facilities and floating units are located in the continental United States (CONUS), there are also facilities and floating units located outside the CONUS including, but not limited to: Puerto Rico, Alaska, Hawaii, American Samoa, Guam, Far East, and Europe. The Contractor shall be responsible for meeting the contract specifications for all USCG locations, ashore and afloat, CONUS and outside the continental United States (OCONUS).

1.4 CONTRACTOR PERSONNEL

1.4.1 Project Manager

The project manager shall be a single point of contact for the contracting officer (KO) and the contracting officer's representative (COR). The project manager shall be a senior level employee with a minimum of ten (10) years of experience with telecommunications/telephone system maintenance. The project manager and all designated alternates shall be able to read, write, speak and understand English.

During any absence of the project manager, only one alternate shall have full authority to act for the Contractor on all matters relating to work performed under this contract. The name and resume of any alternate (s) who shall act for the contractor in the absence of the project manager shall be provided to the Government. The Contractor shall not replace the project manager without prior approval from the KO.

The project manager shall be available to the KO or COR in conjunction with all issued task orders by telephone between the hours of 0700 and 1730 Eastern Time, Monday through Friday, and shall respond to a request for discussion or resolution of technical problems within three (3) hours of notification.

1.4.2 Qualified Personnel

The Contractor shall provide personnel to perform all requirements specified in each task order awarded under the IDIQ contract. The Contractor shall provide a sufficient number of qualified personnel to meet the requirements specified in each task order.

Engineers shall be manufacturer-trained and certified to provide technical and system administrative support services, possess documented site management and performance capabilities for the tasks that are assigned. Engineers shall be fully knowledgeable of the entire system and ensure the effective continued operation of the system and have a minimum of five (5) years experience.

Technicians shall possess a minimum of two (2) years documented experience, and manufacturer training and certification (where applicable) for the tasks that are assigned. Contractor shall ensure that technicians are not assigned tasks outside their area of expertise.

Personnel who will install wire and cable ONLY are not required to complete Original Equipment Manufacturer (OEM) training and certification on the system; however, their work activities shall be managed by an experienced Registered Communications Distribution Designer (RCDD) or equivalent.

The Contractor shall provide proof of these qualifications upon request by the USCG.

1.4.3 Conflict of Interest

The Contractor shall not employ any person who is an employee of the United States Government if that employment would, or would appear to cause a conflict of interest.

1.5 SECURITY

Access to Unclassified Facilities, Information Technology Resources, and Sensitive Information: The assurance of the security of unclassified facilities, Information Technology (IT) resources, and sensitive information during the acquisition process and contract performance are essential to the DHS mission. DHS Management Directive (MD) 11042.1 Safeguarding Sensitive But Unclassified (For Official Use Only) Information, describes how contractors must handle sensitive but unclassified information. DHS MD 140-01 Information Technology Systems Security and the DHS Sensitive Systems Handbook prescribe policies and procedures on security for IT resources. Contractors shall comply with these policies and procedures, any replacement publications, or any other current or future DHS policies and procedures covering contractors specifically for all task orders that require access to DHS facilities, IT resources or sensitive information. Contractors shall not use or redistribute any DHS information processed, stored, or transmitted by the contractor except as specified in the task order.

FIPS 140-2 and FIPS 197 Advanced Encryption Standard (AES) 256 encryption compliance:

All hardware and software interfaces shall meet FIPS 140-2 and FIPS 197 Advanced Encryption Standard (AES) 256 encryption compliance.

Security Certification/Accreditation: USCG shall provide personnel with the appropriate clearance levels to support the security certification/accreditation processes under this Agreement in accordance with DHS MD 4300A, DHS Sensitive Systems Policy and Handbook. During all SDLC phases of USCG systems, USCG personnel shall develop documentation and provide any required information for all levels of classification in support of the certification / accreditation process. In addition, all security certification / accreditation will be performed using the DHS certification/accreditation process, methodology and tools.

1.6 PERIOD OF PERFORMANCE

This IDIQ contract will have a five year ordering period (60 months).

1.7 PLACE OF PERFORMANCE

The place of performance will be specified in each task order awarded under this contract. This includes locations at all US territories (CONUS and OCONUS).

The following link identifies all Coast Guard units, http://www.uscg.mil/top/units/ where work may be performed.

1.8 HOURS OF OPERATION

The hours of operation will be specified and may vary in each task order awarded under this contract. Federal holidays will be observed unless otherwise specified in the task order.

Some work may be performed outside of normal work hours or on weekends/holidays when necessary to minimize impact to end users or for urgent repairs.

1.9 GENERAL REPORT REQUIREMENTS

The Contractor shall provide all written reports in electronic format with read/write capability using applications that are compatible with Windows and Microsoft Office Applications.

1.10 SECTION 508 COMPLIANCE

Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220) requires that when Federal agencies develop, procure, maintain, or use electronic and information technology (EIT), they must ensure that it is accessible to people with disabilities. Federal employees and members of the public who have disabilities must have equal access to and use of information and data that is comparable to that enjoyed by non-disabled Federal employees and members of the public.

All EIT deliverables within this work statement shall comply with the applicable technical and functional performance criteria of Section 508 unless exempt. Specifically, the following applicable standards have been identified:

36 CFR 1194.21 – Software Applications and Operating Systems, applies to all EIT software applications and operating systems procured or developed under this work statement including but not limited to GOTS and COTS software. In addition, this standard is to be applied to Web-based applications when needed to fulfill the functional performance criteria. This standard also applies to some Web based applications as described within 36 CFR 1194.22.

36 CFR 1194.22 – Web-based Intranet and Internet Information and Applications, applies to all Web-based deliverables, including documentation and reports procured or developed under this work statement. When any Web application uses a dynamic (non-static) interface, embeds custom user control(s), embeds video or multimedia, uses proprietary or technical approaches such as, but not limited to, Flash or Asynchronous Javascript and XML (AJAX) then “1194.21 Software” standards also apply to fulfill functional performance criteria.

36 CFR 1194.23 – Telecommunications Products, applies to all telecommunications products including end-user interfaces such as telephones and non end-user interfaces such as switches, circuits, etc. that are procured, developed or used by the Federal Government.

36 CFR 1194.24 – Video and Multimedia Products, applies to all video and multimedia products that are procured or developed under this work statement. Any video or multimedia presentation shall also comply with the software standards (1194.21) when the presentation is through the use of a Web or Software application interface having user controls available.

36 CFR 1194.25 – Self Contained, Closed Products, applies to all EIT products such as printers, copiers, fax machines, kiosks, etc. that are procured or developed under this work statement.

36 CFR 1194.26 – Desktop and Portable Computers, applies to all desktop and portable computers, including but not limited to laptops and personal data assistants (PDA) that are procured or developed under this work statement.

36 CFR 1194.31 – Functional Performance Criteria applies to all EIT deliverables regardless of delivery method. All EIT deliverable shall use technical standards, regardless of technology, to fulfill the functional performance criteria.

36 CFR 1194.41 – Information Documentation and Support, applies to all documents, reports, as well as help and support services. To ensure that documents and reports fulfill the required “1194.31 Functional Performance Criteria”, they shall comply with the technical standard associated with Web-based Intranet and Internet Information and Applications at a minimum. In addition, any help or support provided in this work statement that offer telephone support, such as, but not limited to, a help desk shall have the ability to transmit and receive messages using TTY.

Exceptions for this work statement have been determined by DHS and only the exceptions described herein may be applied. Any request for additional exceptions shall be sent to the COR and determination will be made in accordance with DHS MD 4010.2. DHS has identified the following exceptions that may apply:

36 CFR 1194.2(b) – (COTS/GOTS products), When procuring a product, each agency shall procure products which comply with the provisions in this part when such products are available in the commercial marketplace or when such products are developed in response to a Government solicitation. Agencies cannot claim a product as a whole is not commercially available because no product in the marketplace meets all the standards. If products are Commercially available that meets some but not all of the standards, the agency must procure the product that best meets the standards.

When applying this standard, all procurements of EIT shall have documentation of market research that identify a list of products or services that first meet the agency business needs, and from that list of products or services, an analysis that the selected product met more of the accessibility requirements than the non-selected products as required by FAR 39.2. Any selection of a product or service that meets less accessibility standards due to a significant difficulty or expense shall only be permitted under an undue burden claim and requires approval from the DHS Office of Accessible Systems and Technology (OAST) in accordance with DHS MD 4010.2.

36 CFR 1194.3(b) – Incidental to Contract, all EIT that is exclusively owned and used by the contractor to fulfill this work statement does not require compliance with Section 508. This exception does not apply to any EIT deliverable, service or item that will be used by any Federal employee(s) or member(s) of the public. This exception only applies to those contractors assigned to fulfill the obligations of this work statement and for the purposes of this requirement, are not considered members of the public.

1.11 DHS ENTERPRISE ARCHITECTURE COMPLIANCE

All solutions and services shall meet DHS and USCG Enterprise Architecture policies, standards, and procedures. Specifically, the contractor shall comply with the following Homeland Security Enterprise Architecture (HLS EA) and Coast Guard Enterprise Architecture (CGEA) requirements:

All developed solutions and requirements shall be compliant with the HLS EA and CGEA.

1. All IT hardware or software shall be compliant with the HLS EA Technical Reference Model (TRM) Standards and Products Profile.

1. Description information for all data assets, information exchanges and data standards, whether adopted or developed, shall be submitted to the DHS Enterprise Data Management Office (EDMO) for review and insertion into the DHS Data Reference Model and Enterprise Architecture Information Repository.

1. Development of data assets, information exchanges and data standards will comply with the DHS Data Management Policy MD 103-01 and all data-related artifacts will be developed and validated according to DHS data management architectural guidelines.

1. Applicability of Internet Protocol Version 6 (IPv6) to DHS-related components (networks, infrastructure, and applications) specific to individual acquisitions shall be in accordance with the DHS Enterprise Architecture (per OMB Memorandum M-05-22, August 2, 2005) regardless of whether the acquisition is for modification, upgrade, or replacement. All EA-related component acquisitions shall be IPv6 compliant as defined in the U.S. Government Version 6 (USGv6) Profile National Institute of Standards and Technology (NIST) Special Publication 500-267) and the corresponding declarations of conformance defined in the USGv6 Test Program.

1.12 ITP COMPLIANCE LANGUAGE

When procuring a new system that has any sort of backend server, database, data storage, etc. requirement, the following language must be in the SOW:

“All back-end system hardware and/or software must be hosted in the DHS Consolidated Data Center unless a waiver is approved by the DHS CIO.”

If the system the acquisition has WAN requirements, regardless of whether it is a new system being procured or an existing system being upgraded / modified, the following language must be in the SOW:

“All DHS Wide Area Network circuits must be part of the OneNet architecture unless a waiver is approved by the DHS CIO.”

All hardware and software shall be Federal Desktop Core Configuration (FDCC) compatible.

1.13 SECURITY CERTIFICATION/ACCREDITATION:

USCG shall provide personnel with the appropriate clearance levels to support the security certification/accreditation processes under this Agreement in accordance with DHS MD 4300A, DHS Sensitive Systems Policy and Handbook. During all SDLC phases of USCG systems, USCG personnel shall develop documentation and provide any required information for all levels of classification in support of the certification / accreditation process. In addition, all security certification / accreditation will be performed using the DHS certification/accreditation process, methodology and tools.

DHS Sensitive Systems Policy Directive 4300 A, Section 4.1.4 requires the "Separation of duties to prevent a single individual from being able to disrupt or corrupt a critical security process." The Policy requires the following: "Components shall divide and separate duties and responsibilities of critical IT system functions among different individuals to minimize the possibility that any one individual would have the necessary authority or system access to be able to engage in fraudulent or criminal activity." Security testing is but one critical systems function that needs to be performed by a provider (either government or contractor) other than the system designer / developer / operator.

This requirement is based, in part, on NIST 800-53 Rev 3, Security Control CA-2 Security Assessments - enhancement 1 which requires "The organization employs an independent assessor or assessment team to conduct an assessment of the security controls in the information system." Consequently, the vendor that provides C&A services may not perform the security controls testing.

1.14 SECURITY REVIEW

The Government may elect to conduct periodic reviews to ensure that the security requirements contained in this contract are being implemented and enforced. The Contractor shall afford DHS, including the organization of the DHS Office of the Chief Information Officer, the Office of the Inspector General, authorized COR, and other government oversight organizations, access to the Contractor’s facilities, installations, operations, documentation, databases and personnel used in the performance of this contract. The Contractor will contact the DHS Chief Information Security Officer to coordinate and participate in the review and inspection activity of government oversight organizations external to the DHS. Access shall be provided to the extent necessary for the government to carry out a program of inspection, investigation, and audit to safeguard against threats and hazards to the integrity, availability and confidentiality of DHS data or the function of computer systems operated on behalf of DHS, and to preserve evidence of computer crime.

1.15 CYBERSECURITY PROFESSIONAL CERTIFICATION:

Contractor personnel supporting IA functions shall be appropriately certified and obtain the appropriate DoD-approved IA baseline certification PRIOR to being engaged.

At a minimum a level 1 (IAT1) certification shall be obtained prior to being authorized privileged access.

The KO will ensure that contractor personnel are appropriately certified and provide verification to the Defense Manpower Data Center (DMDC) database: https://www.dmdc.osd.mil/dmdcomn/owa/dmdc.main.

DoD 8570 series and COMDTINST M5500.13 series requires contractors who will perform privileged access to possess appropriate certifications prior to being engaged.

In accordance with COMDTINST M5500.13 series, paragraph 12. K. 1. b. - Contract limitations - If a contractor cannot be obligated under an existing contract to obtain a required certification, a waiver may be granted for duration of that contract. If the contract has multiple year options, the contract must be amended with required language. In accordance with Reference (r) all contractors under CG awarded Information Technology (IT) Resource contracts must possess an Industry Standard professional certification related to their assigned position (e.g., Cyber Analyst, System Administrator, Information Assurance (IA) manager). These certifications must be maintained and up-to-date throughout the duration of the contract while employed by the CG.

2.0 REFERENCES

The Contractor shall adhere to all policies and procedures established by the Government, Safety Code, or Industry Standard. Such policies and procedures are contained in the most current version of the documents listed below. Additional references or policies may be provided in individual task orders. This is not a complete list of all references; therefore the Contractor is required to meet all requirements cited in this SOW, whether or not the reference document is listed.

TIA/EIA 568 series

TIA/EIA 569A

TIA/EIA 606

TIA/EIA 607

TIA/EIA 758

TIA/EIA/IS-811

TIA/EIA-810-A

NFPA-70

ANSI/TIA/EIA-526-7

National Electric Code Department Of Homeland Security (DHS) 4300A Sensitive Systems Handbook Manufacturers Technical Manual Federal Desktop Core Configuration (FDCC) Standards

3.0 GOVERNMENT FURNISHED

Any Government furnished resources or information will be specified in each individual task order awarded under this contract.

The Contractor shall be provided any Government-furnished data required to perform work described in task orders awarded under this contract. This data shall only be used to perform work required in task orders awarded under this contract. If this data is not delivered on schedule, or is unsuitable for its intended use, the Contractor shall immediately notify the KO. The Government retains title to all Government-furnished data provided

All data and information made accessible to the Contractor or its subcontractors in performing work under this contract that is not otherwise protected by the Privacy Act or Non-Disclosure Agreement (NDA) shall NOT be used or DISCLOSED by the Contractor for any purpose other than performance of work under this contract.

All telecommunications connectivity will be government-furnished. T-1/PRI/ISDN trunk lines will be obtained from the GSA Networx Contract, or the local service provider (LEC/CLEC).

The USCG will use local service providers to obtain POTS (Plain Old Telephone Service) lines and DID/DOD blocks of telephone numbers. The USCG will use the GSA Networx provider (Verizon Business), or its successor, as its long distance (LD) service provider for off-network calls that are subject to toll charges.

The USCG will also use the GSA Networx provider (Verizon Business), or its successor, to establish toll-free (800) numbers mapped to the USCG’s administrative voice enterprise.

If applicable in the future, the USCG will provide Multiprotocol Label Switching (MPLS) Wide Area Network (WAN) connectivity to support the delivery of enterprise voice services.

At facilities where Voice Over Internet Protocol (VoIP) technology is being implemented and where the existing network infrastructure is available, the USCG will provide the Contractor with access to Local Area Networks (LANs) for connectivity between user stations for intra-facility communications.

Unless specified by individual task order, the Government will provide the “inside wiring” to support Telephony systems at USCG facilities, and will perform all work necessary at Government facilities to prepare the sites for the receipt of Contractor provided and installed equipment.

The Government will assist the Contractor with the cutover of new capabilities implemented under this contract. Unless otherwise specified in the individual task order, the USCG will:

· Provide connection or Contractor access to Government power panels and/or ground buses, LANs as required for Contractor-provided equipment.

· Facilitate the scheduling and coordination required to cutover users from legacy systems to new Contractor-installed Telephony equipment.

4.0 CONTRACTOR FURNISHED

The Contractor shall furnish all materials, equipment, supervision, and services necessary to fulfill the requirements of each task order awarded under this contract, except for the Government Furnished resources specified in this Statement of Work or by individual task order.

5.0 REQUIREMENTS

The Contractor shall provide Telephony-related materials and services via individual task orders to meet the Government’s objectives as follows:

· Repair, expand, or relocate existing telephone and voicemail systems.

· Survey, design and install new telephone systems.

· Replace existing telephone systems and components.

· Deploy technology refreshes and hardware/software/firmware upgrades.

· Ensure existing telephone systems are a standard system configuration and proper operation of all features and functions, and all system administration functions (e.g., back-ups, password resets, and information security settings) are properly implemented IAW USCG and/or DHS policy (referred to as Groom).

· Apply patches, bug fixes, security updates.

· Install and integrate peripheral systems such as campus-wide Public Address (PA) systems, battery/rectifier systems, Uninterruptible Power Systems (UPS), Automatic Call Distribution (ACD) systems, Call Detail Record (CDR) systems, and Voice Mail (VM) systems.

· Install, integrate and upgrade contact center systems such as Avaya Aura Contact Center (AACC) or Contact Center Elite, including any adjunct servers or applications.

· Install inside cabling and wiring directly associated with telephone, Public Address, or peripheral system installations.

· Provide system maintenance, system administration, and end-user training for telephone systems.

· Provide remote or on-site technical support to assist USCG technicians to resolve telephone system issues or casualties.

· Provide annual PASS, SA, IPOSS, and SmartNet support contract renewals for USCG telephone systems.

· As-Built documentation package upon completion of each installation.

5.1 SYSTEM-BASED TELEPHONY REQUIREMENTS

All equipment shall be new. Unless otherwise specified in the individual task order, no re-manufactured, refurbished, or grey-market power supplies, circuit cards, CPUs, hardware, electronic or other installation parts shall be used for system outfitting, including in the spare parts provided or used to perform warranty repairs. All systems proposed for each task order shall be of the same manufacturer.

5.1.1 Capabilities and Features

· The equipment supplied shall have been granted a FCC registration number under part 68 of Title 47 of the Code of Federal Regulation (CFR).

· The System shall have the ability for an Auto Program Reload following a system or power failure.

· The System shall have the ability for an Auto-Program Back-Up and manual restore capability.

· The System shall have the ability to disable any available options for the system.

· The System shall have the ability for Trunk Power Fail Transfer.

· The System shall provide for the use of ANI/CLID features as provided through the Public Switched Telephone Network (PSTN).

· The System shall be designed and constructed to give a 99.9 Mean Time between Failure Rate.

· The System shall be fully compatible for use with North American and European DS1/T1/E1, ISDN PRI/BRI digital services utilizing either D4 or ESF framing formats and AMI or B8ZS line coding.

· The System shall allow for remote maintenance through dial up or IP access from off site locations. The use of remote connections must be controlled (only made available as needed in response to a particular problem), logged and will be supervised. These features must not be accessible via login ID’s and passwords held privately by the manufacturer. Proper passwords will be used and should have the ability to set expiration time frames or be single use.

· The System shall be capable of operating on board CG cutters in a marine environment, without special modifications other than standard shock-mounting.

· The System shall include a Telecommunications Management System (TMS). The TMS shall provide, at a minimum, system administration and monitoring.

· The System shall provide a toll control system that will restrict access to long distance line, or allow calls to only specific area codes and numbers. Different levels of restriction shall be available for each extension.

· The System shall have the ability to block or inhibit any direct external trunk to trunk transfer.

· The System shall support the Nation’s Emergency Number and the E911 initiatives. The system shall recognize (9) (1) (1), (9) (9) (1) (1), or (9) (1) (9) (1) (1) as a local PSTN emergency call for help. Any 911 calls must access the local PSTN trunk to that office.

· The System shall provide access to the Government Emergency Telephone Service (GETS).

· The System shall be interoperable and compatible with the local telephone company’s central office (primarily overseas).

5.1.2 Configuration and Administration

· The Contractor shall configure the system to duplicate existing trunk and numbering plan (replacements) to the maximum extent possible. Any dial plan changes, if required, must be approved in advance by the USCG.

· The Contractor shall supply all associated passwords for installed systems.

· The Contractor shall supply a complete back-up copy of each installed system.

· If applicable, all replaced equipment shall be removed and disposed of in accordance with USCG instructions.

· The Contractor shall supply a list of all model and serial numbers for installed hardware as required to satisfy USCG inventory requirements.

· The Contractor shall furnish the Coast Guard with a complete complement of spare parts in accordance with the manufacturers recommended spare parts allowance list. Spare part storage location shall be determined by the supporting unit at the time of installation. At a minimum, at least one of each major electronic/electrical component or the main printed circuit board that would cause the system to either fail completely, or cause a major service interruption (e.g. loss of a T-1/PRI/BRI Trunk) shall be provided based on the current inventory of system spare parts on hand as provided by the supporting unit.

5.2 ANCILLARY DEVICES

Ancillary devices are considered any other equipment that may interface with the Telephony System to ensure a complete and fully operational installation. In addition to the items discussed in more detail below, ancillary devices include but are not limited to: racks, cabinets, wall-mount “back-boards,” mounting hardware, LAN interface equipment, battery systems, power and ground cables, cables and connectors, Public Address systems and components, emergency on-Site notification devices, Call Detail Record (CDR) or call accounting devices, and wireless devices (if approved for use by USCG).

5.2.1 Voice Mail

The Voice Mail, whether centralized or distributed, shall be fully integrated with the supplied system without using compatibility packages or auxiliary devices and available for all users. Total system capacity shall equal the number of station sets utilized in the System configuration and provide a minimum of 16 ports capable of recording at least 70 hours of voice. Multiple System Greetings shall be separated by port or control group; separate by time of day and day of week; holiday greetings programmable in advance; special greeting toggle; various personal and standard greetings; user activated message greeting. The Voice Mail system shall also provide at least the following functions:

Recording of two personalized greetings—employee selectable Caller can “Option out” of voice mail to an attendant or another phone number Support automatic attendant features Support 30 minutes of record time per mailbox Save heard messages for up to 15 days Time and day stamp each message Selectively delete or retain messages Define mailbox grouping (with concurrent membership in more than one group) Voice mail forwarding Group distribution of voice mail (e.g., one message sent to a defined group of mailboxes)

Global Password change capability

Automatic change password notification every 90 days

Users shall not have the ability to use their extension number as their password

User activated and changeable password protection with the ability to establish strong passwords.

· Ability to disable trunk to trunk transfers by end-users (must be programmed by system administrator).

5.2.2 Uninterruptible Power Supply (UPS)

If required, the UPS system shall be sized to provide minimum four hours of uninterruptible back-up power for all phone system components if the site does not have a generator (1 hour if it does). UPS devices may be distributed as needed in individual equipment rooms within the campus.

UPS systems installed on CG Cutters shall be approved by the USCG for shipboard use.

5.2.3 Automatic Call Distribution (ACD)

The supplied system shall include an ACD software/hardware package. Peripheral hardware devices, if provided, shall be digitally integrated with the main cabinet/carrier stack. The Government will identify specific ACD requirements in the subsequent task orders.

· The initial ACD software and hardware sizing configuration shall be based on the minimum size accommodated within the main system software package.

· Additional software shall be provided in the price package to allow for expansion of the base software for more robust ACD applications.

· The ACD system/software shall provide for up to 24 simultaneous calls being held in queue, with the capability to expand beyond 24 by adding additional hardware or software capabilities.

The ACD package shall provide the capability of Recorded Announcement Devices (RAD) for voice recordings that will allow programmable wait times between announcements, and call transfer to a dedicated voice mail box for callers desiring to leave a voice message or calls exceeding maximum wait times. This capability may be built into the existing ACD software/hardware package or provided as standalone peripheral devices.

· Any peripheral devices utilized shall provide for fully integrated, seamless call transfer and routing between PBX and Voice Mail systems.

· The style or type of recording device provided shall provide a minimum of 4 levels of recorded announcements.

5.2.4 Telephone Sets and Features

The System shall support Analog/TDM, digital, IP telephone sets with the following user call features as described below. The actual type and number of sets required for each site will vary according to the end user needs.

Speed Dialing/Speed Call ability to program one digit and two digit codes to quickly dial telephone numbers.

Call Waiting Indicator for a second incoming call by sending an audio tone(s) to the handset at regular intervals.

Multiple line appearances.

Choice of Audible indication (ringing) for incoming calls.

Visual indication of line ringing.

Message Waiting (Voice Mail) Indicator Audible Indication.

Message Waiting (Voice Mail) Indicator Visual Indication.

Do Not Disturb Intercom paging shall be supported using the internal speaker of the phone.

Intercom Overhead Paging Station/System shall have the ability to interface with existing (Valcom and/or Bogen) external intercom paging systems to include multi zone paging.

System shall be non-blocking (i.e., all stations can be off-hook simultaneously).

Automatic Station Release if the handset is removed from the cradle and dialing is not complete within a predetermined time period, the line will automatically release the line from the system.

For IP and Digital phones used for hot-seating, the phones shall have the ability to use individual passwords to log into the phone.

Off-hook protection - shall be supported by one of the following means for stations placed off hook in an inactive state:

· System shall disconnect the off-hook station from the system. The station shall be automatically reconnected to the system when the station’s receiver is placed back on hook.

· System shall provide an alerting tone(s) through the station and subsequently disconnect the station from the System. The station shall be automatically reconnected to the System when the station’s receiver is placed back on hook.

· Contractor shall describe the type of off-hook protection that is supported.

5.2.5 Public Address Systems

The Contractor shall ensure the Telephony System interfaces with a new or existing overhead public address (PA) system located at various locations throughout the USCG. The specific PA functionality and features may be unique to the site. The Contractor shall configure the PA system such that the voice payload is maintained within each location or zone.

The Contractor shall have the ability to replace campus-wide PA Systems at CG Shore Units via individual task order. PA system replacement includes all new hardware, speaker wire, and programming. Additional PA system guidelines and specifications will be indentified in individual task orders.

5.2.6 Cable and Wiring

The Contractor shall reuse the existing Fiber, Category 5/5e, Category 6 or Type 1-A station cable to the connector/termination jacks, and distribution frames/panels for IP voice, data, and voice/data workstations. The Contractor shall label and test each associated cable at each transition through an intermediate distribution frame, main distribution frame, or patch panel. In addition, the Contractor shall identify and label all new and existing circuits terminated at the LEC cross connects or termination blocks. The labels shall be permanent, waterproof, and firmly attached to the cable. Labeling shall be in accordance with ANSI/TIA/EIA-606A. The site survey and test results shall be provided in electronic format to the USCG and the Government Project Officer/ COR.

If the Contractor determines the existing cable is insufficient or unacceptable, and needs replacement during the site survey, the Contractor shall state the deficiencies and quote a price to the USCG Project Manager.

If the USCG Project Manager requests cabling work, for instance, to repair a deficiency found in the site survey, the Contractor shall obtain the existing as-built drawings and verify that they are substantially correct so as to permit the cabling work needed. If the drawings do not exist, or the survey finds them out-of-date, the Contractor shall produce a set of drawings of sufficient scope and accuracy to permit a cabling design. The Contractor shall submit the drawings with a cable design to the USCG Project Manager for approval.

5.3 SERVICES

5.3.1 Telephone and Remote Technical Support

The Contractor shall have the ability to provide technical support by telephone and/or via remote access at all times, including weekends, holidays, and after-hours.

5.3.2 On-Site Technical and Installation Support

The Contractor shall provide qualified personnel to perform on-site technical and installation support services as specified by individual task order. On-site technical or installation support may be required for routine preventive or corrective maintenance, emergency corrective maintenance (including catastrophic failures, disaster recovery, Continuity of Operations, telephone system grooms, or installation of patches or software/firmware upgrades).

5.3.3 Site Surveys

Site surveys are normally conducted prior to any new installation, replacement, or whenever necessary for planning and documentation purposes. The requirement for a site survey will be determined at the task order level on a case-by-case basis.

Contractor shall visit a site, develop best technical solution based on USCG requirements, and establish a budgetary ROM for materials and services to be performed.

The Contractor shall provide a site survey report as a deliverable within 10 business days after the site survey. The site survey report shall document the existing site conditions and infrastructure as it relates to the proposed installation work. The site survey report may include narrative descriptions, pictures, sketches, drawings as the proposed installation dictates, or as specified by the task order.

The Contractor shall be responsible for determining the accuracy of site documentation obtained during the site survey from the Government to the extent that it affects the implementation of systems and equipment obtained under the follow-on task order. Any documentation inconsistencies or errors must be noted in the Site Survey Report.

5.3.4 User Training

For all new installations and replacements, the Contractor shall provide on-site training for all end-user equipment installed under this contract. This includes training for all Telephony system features, and the voicemail system. End user training shall normally occur the same week as the site cutover to new phone equipment. The depth of training and method of delivery will be dictated by the need, and will be tailored to the business operation and day-to-day activities of the site. Training shall be provided until all end-users are trained, or as specified by the individual task order.

5.3.5 Technician and Administrator Training

The Contractor shall provide various levels of training for USCG technicians. The training shall cover architectural designs, familiarity with each component of the Telephony system, troubleshooting methodologies and techniques, and system administration functions. Training may be delivered in classroom, OJT, or via distance learning, depending on the depth and level of training required.

The Contractor shall also provide input to USCG Training Center Petaluma for establishment of apprentice or journeyman level training curriculum for USCG instructors and Technicians.

For all new installations and replacements, the Contractor shall provide manufacturers’ formal technical training for CG technicians as specified by the task order. Any On the Job Training (OJT) shall coincide with user training to ensure installation specific information is provided to local technicians.

The Contractor shall have the ability to provide class room training for at least 40 students per year on the maintenance and administration of the eOn Millennium PBX in accordance with CG-approved lesson plan. This may require a teaming agreement with Pro-Teledata, or some other means to provide a qualified instructor and training facility with sufficient mock-up telephone systems.

5.3.6 Information Assurance and Vulnerability Assessment Services

The contractor shall provide qualified personnel to perform Telephony System security audit, risk assessment, and/or mitigation services in accordance with current DHS and USCG policy, and provide written reports. These services will be specified by individual task orders.

The Contractor shall provide qualified personnel to perform Certification and Accreditation activities as specified by individual task order.

The Contractor shall provide qualified personnel to perform security audit services for Telephony systems as specified by individual task order.

5.3.7 Legacy Telephone Equipment Support

The Prime contractor shall provide a means for the maintenance and support by qualified personnel for all legacy PBX systems installed throughout the enterprise, until such time they are removed from service. This is primarily for the eOn Millennium 8 and 16 slot telephone systems in the CG inventory. This may be provided by having a qualified eOn field engineer on the staff, or via teaming or sub-contracting arrangement.

5.4 PBX SYSTEMS IN USCG INVENTORY

The following is a list of all PBX Systems in the USCG Inventory:

· Avaya IP Office v9.x or v10.x

· Avaya Voice Mail Pro

· Avaya CS1000E v7.6x

· Avaya CS1000M v7.6x

· Call Pilot

· Avaya Aura Contact Center (AACC)

· Avaya Communications Manager

· Avaya System and Session Manager

· Communication Manager Messaging (CMM)

· Avaya Call Center Elite

· Avaya Call Management System (CMS)

· Avaya Workforce Optimization (WFO)

· Avaya Experience Portal

· Avaya IQ

· Avaya Call Back Assist (CBA)

· Avaya Mobile Messaging

· eOn Millennium 8 and 16-slot

· eOn Voice Processing System (VPS)

5.5 MEETINGS AND REPORTS

5.5.1 Kick-Off Meeting

The Contractor shall attend a Kick-Off Meeting with the KO and the COR not later than 15 business days after the date of award. The Kick-Off Meeting will be held at the Government’s facility or by teleconference at the Government’s discretion.

5.5.2 Progress Reports (Weekly Status Report)

The project manager shall provide a Weekly Status Report (WSR) to the COR and KO via electronic means. This report is due at the end of each work week, and shall serve as a tracking sheet for all task orders issued under this IDIQ contract.

The Weekly Status Report spreadsheet shall be cumulative over the duration of the contract and shall include all task orders awarded as of the date of each week’s submission. The spreadsheet shall include the following data: The task order/job number, CG unit or site, title/description, period of performance, current Status, USCG POC/PM, individual CLIN amount, total award amount, and remarks (such as concerns, risks, delays). Start a new tab for each contract year, while maintaining the cumulative totals.

The WSR shall also include separate worksheet tabs to track ROM requests and remote phone support requests.

5.5.3 Progress Meetings

The Contractor’s project manager shall be available to meet with the COR upon request to present deliverables, discuss progress, exchange information, and resolve emergent technical problems and issues. These meetings shall take place at the Government's facility or by teleconference at the Government’s discretion.

5.5.4 Bi-Weekly Phone Conference

The Contractor’s project manager shall participate in a bi-weekly conference call with the COR and USCG TISCOM EISI PL Project Managers. The purpose of the call is to go over the highlights of the WSR, and resolve any questions or issues with current task orders.

6.0 ACRONYMS

7.0 DELIVERABLES

HSAR 3052.204-70

Within 30 days after contract award

after contract award

HSAR3052.204-71

As directed by

KO