Amendment 00005 RRB SOW 12-22.doc

Federal Protective Service

Project Management Division

Ronald Reagan Building Camera and Security Maintenance Services

Statement of Work

Prepared for:

Ms Sandra Scott, PMP

Division Director

Project Management Division

Federal Protective Service

National Protection and Programs Directorate 800 N. Capitol St., NW Ste. 500 Washington DC 20536 Version V.I Revised November 17, 2010 Table of Contents NOTE: When opening this file, please right click on the table of contents, select update field and select update entire table to update the page numbers. All topics in the TOC are hyperlinked to the associated page in the document.

41.

STATEMENT OF WORK /PERFORMANCE SPECIFICATION:

41.1.

Background Information

41.2.

Scope

51.3.

Objective

51.4.

Period of Performance

61.5.

Place of Performance

61.6.

Program Organization

61.7.

Government Management Organization

61.8.

Contractor Management Organization

71.9.

Facility Details

71.10.

RRB Service Request Reference

81.11.

Performance Standards

81.12.

Project Management Plan

91.13 Government Furnished Equipment/ Information

91.14 Contractor Furnished Material

91.15 Maintenance Requirements

101.16 Other Direct Costs - Material

111.17.

Replacement Parts

111.18.

Monthly Progress Reports

111.19.

Contractors Standards of Conduct and Restrictions

121.20.

Key Reference Documents

121.21.

Applicable Standards and Federal Codes and Regulations

121.22.

OSHA Specific Minimal Applicable Industry Standards

131.23.

Government Liability

131.24.

Labor and Materials

141.25.

Contractor General Responsibilities

141.26.

Installation Activities for Replacement Work

161.27.

Inventory Recording

161.28.

System Manuals

171.29.

Testing ,Verification and Acceptance

171.30.

Warranty of Maintenance Work

181.31.

Service Request Response System

181.32.

Service Request Response Guidelines

191.33.

Service Request Response Performance Metrics

191.34.

Random Audits

201.35.

Contractor Performance Standards

211.36.

Quarterly Reviews

221.37.

Government Owned Vehicles – NOT APPLICABLE

221.38.

Key Personnel

221.39.

Resume Requirements

221.40.

Orientation of Personnel

221.41.

Standards of Conduct

231.42.

Continued Eligibility

231.43.

Contractor Employees

241.44.

Non-personal Services Statement

241.45.

Maintenance Work Performed by Others

241.46.

Performance Review

251.47.

General Security Requirements

251.48.

Personnel Security Background Investigations

261.49.

Suitability Determination

271.50.

Personal Identity Verification of Contractor Personnel

271.51.

Citizenship and Residency Requirements

271.52.

Removal From Contract

281.53.

CBP Tenant Agency Requirements

291.54.

Information Technology Security and Oversight

301.55.

For Official Use Only

301.56.

Sensitive Personally Identifiable Information (SPII)

301.57.

Accessibility Requirements –

311.58 Emergency or Off Duty Hours

311.59 Work Hours

311.60 Other Direct Costs (ODC)

311.61 Information Security Plan (in accordance with HSAR 3052.2040-70)

311.62 Deliverables and Delivery Schedule

APPENDIX

Project: Ronald Reagan Building Camera and Security Maintenance Services

1. STATEMENT OF WORK /PERFORMANCE SPECIFICATION:

1.1. Background Information

1.1.1. The Federal Protective Service (FPS) was established in 1971 as the uniformed force of the General Services Administration (GSA). The Homeland Security Act of 2002 moved FPS to the Department of Homeland Security (DHS), Immigration and Customs Enforcement (ICE). On October 28, 2009, FPS transferred to the National Protection and Programs Directorate (NPPD) with the mission of performing primary mission essential functions in support of the Federal Executive Branch.

1.1.2. NPPD ensures proper steps are taken to safeguard the United States critical infrastructure and key resources (CIKR), protect the United States cyber security and telecommunications, implement interoperable systems and networks to facilitate effective emergency communications, promote implementation and standardization of consistent risk management approaches across the Department and United States to protect high-risk CIKR assets, enhance the security of citizens and people traveling to the United States, and promote an integrated national approach to homeland security protection activities. FPS has been aligned with NPPD based on its like organizational mission of protecting the buildings, grounds and property that are owned, occupied or secured by the Federal Government (including any agency, instrumentality or wholly owned or mixed ownership corporation) and the persons on the property.

1.1.3. FPS is responsible for providing physical security and law enforcement services to approximately 9,000 facilities owned or leased by GSA throughout 11 regions in the continental U.S. and its respective territories. FPS operations focus on law enforcement and reduction of federal facility vulnerabilities to criminal and terrorist threats, as well as accidental and natural hazards, while ensuring that public facilities are safe, secure and remain available as a vital part of everyday American life.

1.1.4. FPS has an established relationship with the Ronald Reagan Building (RRB) management, Environmental Protection Agency (EPA) West Building, and the Customs and Border Protection (CBP) offices within these buildings. FPS is responsible for not only providing guard services, but also managing and maintaining the internal security systems of the facilities. FPS is tasked with the on-site management and service delivery of the cameras and other security mechanisms utilized throughout the building.

1.2. Scope

1.2.1. FPS has a need for security maintenance services designed to meet corrective and preventative maintenance needs at the RRB located at 1300 Pennsylvania Avenue, NW, Washington, D.C., and the EPA West Building located at 1301 Constitution Avenue, NW Washington, D.C. The Government requires services that will offer a superior level of support through a team of responsive, highly skilled professionals.

1.2.2. The service maintenance requirement includes a provision for on-site maintenance for RRB Electronic Security Systems (ESS) assigned and managed by GSA/FPS and CBP, a tenant agency. The Contractor shall also provide service maintenance for ESS assigned and managed by CBP in the EPA West Building. The Contractor shall be responsible for implementing and managing a service request response system for ESS maintenance requests for both facilities. The maintenance personnel employed by the Contractor shall be trained and certified in the use and operation of all ESS equipment located within the facilities prior to conducting any work at these buildings.

1.2.3. The Contractor shall provide on-site key personnel, identified later in this SOW, to perform corrective maintenance on a daily basis.

1.3. Objective

1.3.1. The objective of this Request for Quote (RFQ) is to obtain a vendor to assist FPS in the maintenance of:

1.3.1.1. ESS equipment assigned and managed by GSA/FPS and CBP within the RRB.

1.3.1.2. ESS equipment assigned and managed by CBP within the EPA West Building

1.3.1.3. The Contractor shall be required to support both the preventative maintenance effort as well as the corrective maintenance in addition to providing a service request response system.

1.3.2. The RRB and EPA West Building security maintenance contract requires a comprehensive plan detailing all corrective and preventative maintenance to the security systems of the facilities as identified in the RFQ.

1.3.2.1. The RRB FPS/GSA and CBP ESS has six (6) entry and six (6) exit points, approximately 100 cameras and approximately 385 card scanners.

1.3.2.2. The EPA West Building CBP ESS has 27 card scanners.

1.3.3. The Contractor shall provide all management, supervision, manpower, labor services, parts, supplies, tools, test equipment, lifts, ladders, packaging and shipment of items necessary to perform overall maintenance of the security equipment at the RRB facility and EPA West Building. The Contractor shall plan, schedule, coordinate and ensure effective performance of all maintenance services and emergency response.

1.4. Period of Performance

1.4.1. The contract period of performance shall consist of a base period of one (1) twelve (12) month period and four (4), twelve (12) month option periods.

1.4.2. Upon award of the contract a transition schedule of 30 days shall be granted for ramp up. Contract period of performance starts 30 days after award.

1.4.3. The contract kick-off meeting shall be held within five (5) days after contract award.

1.5. Place of Performance

1.5.1. RRB located at 1300 Pennsylvania Avenue, NW Washington DC 20004

1.5.2. EPA West Building located at 1301 Constitution Avenue, NW Washington DC 20004

1.6. Program Organization

1.6.1. This requirement is under the technical direction of the FPS Contracting Officer’s Technical Representative (COTR) and the Contracting Officer (CO).

1.7. Government Management Organization

1.7.1. FPS management of this requirement will be accomplished through the FPS RRB Program Office located within the RRB.

1.7.2. FPS will coordinate with the Contractor to ensure successful system, logistical and project management support. The exchange of data and the resolution of any interface issues will be facilitated by the FPS COTR or CO.

1.7.3. This contract includes a Performance Standard Metrics (PSM) at SOW 1.35.3. The PSM plays an integral role in the administration of the contract. In addition to any applicable inspection clauses or other related terms and conditions contained in the contract, the PSM shall serve as a primary tool for inspection and acceptance of services as facilitated by the COTR. Evaluation of the Contractor’s overall performance shall be in accordance with the performance standards set forth in the PSM, and will be conducted by the COTR. The PSM constitutes a material aspect of the contract and will not be changed or otherwise modified without prior written approval of the Contracting Officer.

1.8. Contractor Management Organization

1.8.1. The Contractor shall provide direct support and assistance to the FPS Program Manager and the FPS COTR in the development, implementation and maintenance of program/project plans, reports, briefings, tools, and other documentation required to inform FPS management, NPPD Senior Management, DHS, and oversight agencies of the status and progress of the FPS mission objectives. The Contractor shall develop and maintain the Project Management Plan (PMP) for maintenance, repair and replacement and all associated detailed Project Plans

1.8.2. The Project Manager (PM) must update the PMP status weekly and present the document to the COTR by Close of Business (COB) Friday. In the event Friday is a holiday, the deadline shall be extended to COB the following Monday.

1.8.3. The day-to-day supervision and direct control over the work performed by on-site Contractor personnel will be the sole responsibility of the Contractor. The Contractor shall work independently and keep the PM/COTR informed of all maintenance and repair actions. Maintenance work will be inspected for compliance with policy, overall objectives and effectiveness in achieving results by the PM/COTR.

1.9. Facility Details

1.9.1. The following Supplemental Facility Information has been identified as “For Official Use Only (FOUO). FOUO is unclassified information of a sensitive nature, not otherwise categorized by statute or regulation, the unauthorized disclosure of which could adversely impact a person’s privacy or welfare, the conduct of Federal programs, or other programs or operations essential to the national interest. See Section 1.55, “For Official Use Only”, of the SOW.

1.9.1.1. RRB/EPA West Building Footprint;

1.9.1.2. RRB/EPA West Building Device Count;

1.9.1.3. ESS Station Design by Location;

1.9.1.4. Additional RRB/EPA West Building Device Information

1.9.1.5. Spare Part Inventory;

1.9.1.6. Recent Camera Installations;

1.9.1.7. Equipment Brand Names.

1.9.2. The Supplemental Facility Information will be disseminated to interested parties by email request to the contracting officer at desiree.blakey@dhs.gov.

1.9.3. The Supplemental Facility Information will be included as a password protected email attachment with the password provided under separate cover.

1.9.4. Recipients of FOUO information shall comply with any email restrictions imposed pertaining to general handling procedures, dissemination and access, storage, transmission and destruction of FOUO information.

1.9.5. In accordance with DHS MD 4300, DHS Sensitive Systems Handbook, due to inherent vulnerabilities, FOUO information will not be sent to personal email accounts.

1.10. RRB Service Request Reference

1.10.1. The following information is provided to serve as a basis for average volume of service. The time frame reflects service fluctuations for an 18 month period from October 2006 to March 2008. The table does not reflect any relocation, replacement, equipment upgrade and/or preventative maintenance and may not include emergency repairs.

1.11. Performance Standards

1.11.1. Contractors shall follow the performance standards in repair response time outlined in Section 1.35.3. The expectation for which a critical component must be replaced or repaired is within 24 hours after a report of issue.

1.12. Project Management Plan

1.12.1 The Contractor shall provide, for COTR review and approval, a PMP fifteen days after award of the contract, including an organizational chart and contact information for each member of the team. The PMP shall include the following items:

1.12.1.1. Scope Management Plan

1.12.1.2. Schedule Management Plan

1.12.1.3. Quality Control Plan

1.12.1.4. Resource Management Plan

1.12.1.5. Communications Management Plan

1.12.1.6 Change Management Plan

1.12.1.7. Risk Management Plan

1.13 Government Furnished Equipment/ Information

1.13.1 The Government shall provide an inventory listing for the RRB and EPA West Building along with the requisite FPS Point of Contact (POC) to support the inventory control segment of this SOW listed in section 1.27.

1.13.2. All information developed by the Contractor under this effort shall be the property of the Government and shall be provided to FPS upon request and at the end of the period of performance.

1.13.3. Service Request Response System

1.13.3.1. FPS shall provide an appropriate location within the RRB and EPA West Building equipped with standard office equipment such as desk, chairs, desktop systems, and access to printer, scanners and fax machines. In the event that the contractor needs specialized equipment or software to operate the service request response function, this shall be agreed upon and submitted in the pricing portion of the vendor proposal

1.13.3.2. FPS shall provide all relevant Government Furnished Information (GFI) to the Contractor to establish a database/matrix for the RRB facility and EPA West Building to include phone numbers, points of contact, appropriate vendors, schematics if needed, inventory of items and other agreed upon information.

1.13.3.3. All information gathered by the use of the Automated Call Distributor (ACD) or similar technology shall be the sole property of FPS and shall not be used, distributed in any manner without the written approval of the FPS Program Manager/CO and the COTR.

1.14 Contractor Furnished Material

1.14.1. Unless otherwise provided by the Government and authorized in writing by the COTR, the Contractor shall provide on-site office space, furniture, equipment and supplies, utilities, telephones and appropriate corresponding equipment. Upon completion of the contract, the Contractor shall be responsible for the immediate removal of any temporary facilities, equipment and any related furnishings. The Contractor shall also be responsible for cleaning and restoration of the site to its previous state.

1.15 Maintenance Requirements

1.15.1. The Contractor will respond within 30 minutes to initiate a plan for corrective action to any maintenance service request during normal business hours (6am-6pm) Monday through Friday (excluding Federal holidays). Outside of the aforementioned normal business hours, corrective maintenance shall be performed on an as needed basis, and the Contractor shall ensure a service request response from a technician within two (2) hours of receipt of notification. Service request response guidelines are detailed in sections 1.31-1.35 of this document.

1.15.2. The Contractor will establish and schedule specific daily, weekly, and semi-annual preventative maintenance inspection activities.

1.15.3. Maintenance records and reports shall be provided to the FPS COTR and CO in accordance with the PMP.

1.15.3.1. The Contractor shall keep detailed comprehensive records of all maintenance and repair. Records shall include all equipment that has been replaced and disposition and be submitted monthly to the COTR.

1.15.3.2. This information shall include serial numbers, existing or new location, and final disposition. The Contractor shall also track all manufacturers’ warranties on new equipment replaced during the term of the contract.

1.15.3.3. The SOW Supplemental Facility Information outlining the ESS inventory to be maintained is an approximation and will be disseminated to interested parties by email request to the CO at desiree.blakey@dhs.gov (See SOW Page 7, Section 1.9, “Facility Details”). The Contractor’s quote must build in the risk associated with not having a complete list at the time of quote submission. Contractors will be given the opportunity to visit the facilities and see all equipment during site visit and shall take any information obtained concerning the equipment during the site visit into account in its pricing. The Contractor will be contractually required to provide as a post award deliverable an updated list of actual confirmed electronic security system equipment inventory.

1.16 Other Direct Costs - Material

1.16.1. Other Direct Costs – Material Contract Line Items (CLINs) are Time and Material CLINs in a NOT TO EXCEED AMOUNT of $60,000.00 is established for the purchase of replacement equipment or repair components necessary for preventative and corrective maintenance required in this SOW.

1.16.1.1. Material costs used for repair and replacement needs less than $300 do not require CO/COTR approval prior to purchase, however monthly itemized purchase lists and invoices are required for submittal to the CO/COTR.

1.16.1.2. Any material cost over $300 requires CO/COTR approval prior to purchase. Monthly itemized purchase lists and invoices are required for submittal to the CO/COTR.

1.16.2. In the event that purchases must be made immediately (within one (1) hour) to ensure that security is not compromised, the Contractor may purchase material without CO/COTR approval. In this instance, the Contractor shall provide a written justification for purchase and receipt to the CO/COTR within 24 hours from the purchase.

1.16.3. The Contractor shall submit a monthly excel spreadsheet to the CO/COTR detailing all monthly and cumulative material cost expenditures under Maintenance Transaction Fund CLINs and the balance remaining and shall not purchase any material in excess of the NOT TO EXCEED AMOUNT of $60,000.00

1.17. Replacement Parts

1.17.1. The Contractor will maintain an on-site inventory mix of appropriate replacement parts necessary for the security equipment.

1.17.2. When replacement of items is deemed necessary during the maintenance effort, the following interchangeability standard applies.

1.17.2.1. Like units, assemblies, subassemblies, replaceable parts and software shall be physically and functionally interchangeable as complete items, without modification. Individual items shall not be handpicked for form, fit and function interchangeability. Reliance shall not be placed on any unsuspected dimension, rating, characteristic, etc.

1.18. Monthly Progress Reports

1.18.1. The monthly report shall contain the following:

1.18.1.1. Description of work planned

1.18.1.2. Description of work accomplished

1.18.1.3. Analysis of the difference between planned and accomplished work

1.18.1.4. Work planned for the following month

1.18.2. Open issues

1.44.4.3 The Contractor shall prepare a weekly update of the PMP as defined in Section 1.8.2 for the CO and the COTR. Generally, these reports should include accomplishments, any deviations from planned maintenance and repair, other issues, and planned maintenance and repair for the next period. Additionally, the CO and/or the COTR may request impromptu meetings to discuss status or issues.

1.19. Contractors Standards of Conduct and Restrictions

1.19.1. The Contractor shall adhere to the same professional and ethical standards of conduct required of government personnel. The Contractor shall not:

1.19.1.1. Discuss with unauthorized persons any information obtained in the performance of work under this Contract;

1.19.1.2. Conduct business, other than that which is covered by this Contract, during periods paid by the Government;

1.19.1.3. Conduct business not directly related to this Contract on government premises;

1.19.1.4. Use computer systems and/or other government facilities for personal business;

1.19.1.5. Recruit on government premises or otherwise act to disrupt official government business;

1.19.1.6. Conduct themselves in an unprofessional manner or a confrontational manner during work hours;

1.19.1.7. Contractors shall not engage in inappropriate relationships during work and shall accurately complete all tasks in a timely manner;

1.19.1.8. Contractor support shall also dress in an acceptable manner. FPS senior management reserves the right to establish non-discriminatory dress code requirements.

1.19.2. Upon contract completion, the Contractor shall cooperate by promoting a smooth and orderly transition with the successor Contractor ensuring minimal disruption to the Government.

1.20. Key Reference Documents

1.20.1. GSA Security Standards for Leased Spaces

1.20.2. GAO report 08-476T, dated February 8, 2008, Preliminary Observations on the Federal Protective Service’s Efforts to Protect Federal Property

1.20.3. Interagency Security Committee (ISC) 2010 Physical Security Criteria for Federal Buildings

1.21. Applicable Standards and Federal Codes and Regulations

1.21.1. The Contractor shall abide by all applicable regulations in performing all tasks. In the event that the following laws, rules, and guidelines are updated, the contractor must follow the current laws, rules, and guidelines. The Contractor shall be held liable for adhering to the following regulations, listed in alphabetical order.

1.21.1.1. Architectural Barriers Act (ABA)

1.21.1.2. American Disabilities Act (ADA)

1.21.1.3. American Society of Mechanical Engineers (ASME), Publications

1.21.1.4. American National Standards Institute (ANSI)

1.21.1.5. American Standard Testing Material (ASTM)

1.21.1.6. ASHRAE Handbook and AHSRAE Standard 62-89, AHSRAE Standard 15-92, and ASHRAES 1 Guide

1.21.1.7. Code of Federal Regulations (CFR)

1.21.1.8. Department of Homeland Security (DHS)

1.21.1.9. Environmental Protection Agency Regulations

1.21.1.10. Federal Acquisition Regulations (FAR)

1.21.1.11. The Institute of Electrical and Electronics Engineers (IEEE), Inc.

1.21.1.12. National Electrical Manufacturers Association (NEMA) Publications

1.21.1.13. National Electric Code (NEC)

1.21.1.14. National Fire Protection Association (NFPA)

1.21.1.15. Occupational Safety and Health Administration (OSHA)

1.21.1.16. Presidential Executive Order (PEO 1 3 123) Greening the Government through Efficiency Energy Management

1.21.1.17. Project Management Institute (PMI) Project Management Book of Knowledge (PMBOK)

1.21.1.18. Standards of the National Board of Fire Underwriters for Electrical Wiring and Apparatus

1.22. OSHA Specific Minimal Applicable Industry Standards

1.22.1. The contractor shall abide by all applicable regulations in performing all tasks. In the event that the following laws, rules, and guidelines are updated, the contractor must follow the current laws, rules, and guidelines. The contractor shall be held liable for adhering to the following regulations, listed in alphabetical order.

1.22.1.1. Automatic sprinkler systems

1.22.1.2. Design Safety Standards for Electrical Systems

1.22.1.3. Design Safety Standards for Electrical Systems: Hazardous (classified) Locations

1.22.1.4. Employee Alarm Systems

1.22.1.5. Emergency Action Plans

1.22.1.6. Fire Detection Systems

1.22.1.7. Fire Protection

1.22.1.8. Flammable and Combustible Liquids

1.22.1.9. General Housekeeping Requirements

1.22.1.10 General description and discussion of the levels of protection and protective gear

1.22.1.11. General Requirements for All Machines, including Hand-held and Portable Power Tools

1.22.1.12. Guidelines for Means of Egress Requirements

1.22.1.13. Hazard Communications Lockout/Tag-out Requirements and Procedures

1.22.1.14. Maintenance, Safeguards, and Operational Features for Exit Routes

1.22.1.15. Other Working Surfaces

1.22.1.16. Personal Protective Equipment:

1.22.1.17. Portable Fire Extinguishers

1.22.1.18. Portable Metal Ladders

1.22.1.19. Recording and Reporting Occupational Injuries and Illness

1.22.1.20. Safety Color Code for Marking Physical Hazards

1.22.1.21. Specifications for Accident Prevention Signs and Tags

1.22.1.22. Wiring Design and Protection

1.22.1.23. Wiring Methods, Components, and Equipment for General Use

1.23. Government Liability

1.23.1. The Government shall not be liable for any injury or damage to the Contractor personnel or the Contractor's property unless such injury or damage is due to negligence on the part of the Government and is recoverable under the Federal Torts Claims Act, or pursuant to another Federal statutory authority.

1.24. Labor and Materials

1.24.1. The maintenance work to be performed includes furnishing all labor, supervision and equipment for maintenance and installation specified under this SOW and any associated work necessary for its completion.

1.24.2. The Contractor shall furnish all incidental materials such as conduit, wire mold, wiring, mounting hardware, etc., necessary for maintenance of the equipment and system.

1.24.3. All materials and workmanship provided by the Contractor shall be in accordance with the best practice of the state-of-the-art security systems installation trade and shall meet all Underwriters Laboratories (UL) Standards for Safety including UL 681 and UL 611, National Fire Protection Association (NFPA) requirements, National Electrical Code (NEC), and applicable state and local codes.

1.25. Contractor General Responsibilities

1.25.1 The Contractor shall provide a listing of all personnel directly involved in the performance of ESS requirements.

1.25.2. The Contractor shall coordinate with designated FPS personnel and Security Technicians for new installations and maintenance of access control systems.

1.25.3. The Contractor shall perform repairs, installation and operational status of all identified equipment as defined in this contract.

1.25.4. The Contractor shall coordinate with contract guard and designated FPS personnel on alarm reporting issues, to include proper reporting of security maintenance problems to contractor personnel.

1.25.4. The Contractor shall contact the COTR and the CO when the cost of materials or components exceeds $300 for repair or replacement.

1.25.5. The Contractor shall coordinate with FPS customer organizations to verify appropriate building access privileges (badge classes and special exceptions).

1.25.5. It shall be the Contractor's responsibility to see that the equipment is installed to manufacturer's specifications and that the correct power is supplied to each different type of equipment. In the event that Government owned equipment is damaged by the Contractor's employees, the Government reserves the right to replace such equipment and deduct the appropriate amount from the contract cost.

1.25.8. It shall be the Contractor's responsibility to obtain all necessary equipment, manufacturer's specifications and drawings to manage the maintenance effort.

1.25.9. The Contractor shall follow the guidelines of drawings and manufacturer's specifications for all facets of the maintenance repair and replacement.

1.25.10. The Contractor shall advise the COTR of any disagreements with any tenant agency, which cannot be resolved by the Contractor, within one (1) calendar day.

1.25.11. The Contractor shall advise the COTR of potential delays in completion of any aspects of the repair, and provide recommendations on actions necessary for keeping the task on schedule.

1.26. Installation Activities for Replacement Work

1.26.1. The Contractor shall verify all site conditions before starting any work under this contract. Any applicable problems shall be reported immediately to the FPS Program Manager/ COTR.

1.26.2. Installation work shall be carefully laid out in advance to prevent unnecessary damage to existing walls, ceilings, doors, doorframes, etc.

Where cutting, channeling, chasing, or drilling is done in any part of the building during installation, these parts shall be repaired, refinished, repainted, and all debris cleaned up. Where existing equipment is to be removed, all holes, wall damage, etc. shall be repaired, refinished, repainted, and all debris cleaned up after removal. All repair work shall utilize materials to match the surface being repaired.

1.26.3. During progress of the work, the Contractor shall remove and dispose of the resultant dirt and debris on a continuing basis. The Contractor shall leave the premises in a clean condition satisfactory to the occupying agency.

1.26.4. All exposed conduit, surface raceways, fittings, supports, wires, cables, enclosures or other equipment that do not have finished surfaces shall be painted with two (2) coats of paint to match the wall or surface on which they are mounted. Where equipment has a factory finish and is marred or damaged during the installation, it shall be touched up or refinished so as to leave a smooth uniform finish at the time of final inspection.

1.26.5. The Contractor shall furnish and install proper cable connectors on wires for this installation as specified.

1.26.6. All paint used shall match the existing surface in type and color. Painting shall cover the specified equipment or repaired areas and be feathered out into surrounding surfaces to provide a uniform appearance with no spotted areas.

1.26.7. The term "wiring" shall mean the furnishing of all wire, conduit, miscellaneous material, and labor as required for the installation, mounting and connection of equipment.

1.26.6. All wiring and cables shall be installed in accordance with all local, state, and NEC. All wiring and cables shall be installed in a manner, and by such methods, that will insure non-impairment of its physical properties and electrical characteristics. Routing of security system wire and cable shall be in a logical and orderly fashion with due consideration for the avoidance of physical and electrical interference with other installed wiring.

1.26.9. All wire shall run above the false ceiling and shall be run in an approved raceway to protect the wire from damage and tampering.

1.26.10. All wire shall be plenum cable and shall be secured up off the ceiling.

1.26.11. All materials and equipment installed shall be new and shall be the products of manufacturers regularly engaged in the production of such equipment. In addition, they shall be the manufacturer’s latest field-proven standard designs available at the time of installation, except for such modifications from the manufacturer's standards as may be required to conform to these specifications. Where two or more units of the same class of equipment are required, such units shall be the standard products of a single manufacturer. Manufacturers shall be so established in the security systems equipment industry that prompt continuing service and delivery of replacement parts may be assured.

1.26.12. The OSHA has ruled that certifying the safety of electrical products for industrial and commercial use must be done by a "Nationally Recognized Testing Laboratory" (NRTL). In addition to Underwriters Laboratories (UL) and Factory Mutual Research Corporation (FMRC), OSHA is in the process of approving other testing laboratories for safety testing. The label of, or listing by, any NRTL will be accepted as conforming to this requirement. In lieu of the label or listing, the Contractor may submit test reports, issued by testing agencies satisfactory to the CO, indicating that the materials, appliances, or devices conform to published standards of UL, ANSI, NEMA, etc.

1.27. Inventory Recording

1.27.1. The Contractor shall verify and validate (V&V) inventory before starting any work under this contract.

1.27.2. All inventoried items necessary for replacement of existing items during maintenance shall be entered in a database that can be uploaded if deemed necessary by FPS into the current FPS official system of record. In the event that the system is updated/modified or replaced the information gathered shall be compatible with the new system of record.

1.27.3. All information gathered in the V&V process shall be stored in either Microsoft (MS) Excel , MS Access or other industry standard database management system compatible with MS.

1.27.4. Inventory Sampling

1.58 FPS reserves the right to request an inventory check of existing replacement items kept on site to ensure continuous operation of the security systems. As requested FPS shall require a random inventory of 15% of the items recorded.

1.27.4.2. In the event that the sample is not 100% correct, a recount of an additional 25% of the original inventory is then required.

1.28. System Manuals

1.58 If any ESS is redesigned and installed, the Contractor shall furnish to the Government all electronic files and three (3) copies of a "Systems Manual" upon completion of the work. The "Systems Manual" shall contain all necessary information to enable untrained personnel to operate the system, to enable trained personnel to test and maintain the system, and to include all drawings, schematics, etc., of the system and equipment.

1.58 The Contractor shall furnish to the Government As-Installed Drawings of the ESS upon completion of the work. The Contractor shall modify the floor plan drawings furnished under this contract to indicate the As‑Built conditions of the system as actually installed, including any modifications approved during the course of the contract. The drawings shall include a Detailed Wiring Diagram of the installed system.

1.28.3. The manuals shall be contained in individual covers with the required information divided into sections. The manuals shall be and arranged as follows:

1.28.3.1. The covers shall be labeled with the location of the system.

1.28.3.2. Section 1 ‑ Shall be marked and should contain operating instructions for the system.

1.28.3.3. Section 2 ‑ Shall be marked and should contain instructions on testing and maintaining the system.

1.28.3.4. Section 3 ‑ Shall be marked and should contain As‑Installed Drawings and detailed wiring diagrams of the installed systems. Systems Manuals, including drawings, shall be submitted to the Program Manager/ COTR.

1.29. Testing ,Verification and Acceptance

1.58 Testing

1.29.1.1. The Contractor shall utilize a fully qualified ESS technician to supervise, service or perform maintenance work on all adjustments of the systems equipment and perform all testing of ESS and electronics equipment.

1.29.2. Verification

1.29.2.1. Progress inspections may be conducted by the Government during any phase of maintenance work. Any aspect of the work, the performance of the system, may be inspected.

1.29.2.2. The Contractor shall notify the COTR or the Government assigned authority for the RRB facility and EPA West Building when the maintenance work is completed, while the Contractor is still on‑site. At the time of notification of work completion, the Contractor shall schedule a final inspection with the COTR or the Government assigned authority.

1.29.2.3. The Contractor shall be required to be on‑site during the final Government inspection. During the final inspection, the Contractor shall demonstrate to the COTR or other Government representative, complete performance of the total system as a whole. For repair effort inspection should just be the entire functionality of entire unit.

1.29.3. Acceptance

1.29.3.1. Acceptance of the repair by the Government will be given only after satisfactory completion of all work in accordance with the specifications, satisfactory demonstration of the performance of the total system. This refers both to installation of new security equipment as well as maintenance of existing systems. Any upgrades to the security systems shall be subject to the aforementioned Government acceptance requirements.

1.30. Warranty of Maintenance Work

1.30.1. All maintenance work performed by the Contractor under this contract shall be warranted by the Contractor for a period of one (1) year after final acceptance of all maintenance work. The Contractor shall be responsible for corrections due to work performed for the one (1) year period at no additional cost to the Government.

1.58 All Contractor furnished and installed materials and equipment under this contract shall be warranted by the Contractor for a period of one (1) year after final acceptance of maintenance. Should any of the materials or equipment fail or malfunction under normal usage during the year, the Contractor shall be responsible for repairing or replacing the defective item at no additional cost to the Government. The Contractor shall not be liable for failures or malfunctions caused by acts of God or as a result of damages or malfunctions not occasioned by normal use.

1.31. Service Request Response System

1.31.1. The Contractor shall establish a service request response system to provide a central capture point for all incoming calls requesting assistance or service and maintenance of the RRB ESS and the Environment Protection Agency West building.

1.31.2. The Contractor shall have the option to either utilize an ACD or select and provide a similar technology to handle all incoming service requests.

1.31.3. All incoming calls are subject to recording as required by FPS and callers shall be notified accordingly.

1.31.4. The Contractor shall be responsible for providing a response mechanism for all calls regardless of time of day, week, holiday recognition, infrastructure destruction, power outages or any other situation that prohibits communication within the facility.

1.32. Service Request Response Guidelines

1.58 The Contractor must follow all DHS, NPPD and FPS rules and guidelines during installation and use of the ACD or similar technology.

1.32.2. The Contractor shall only install ACD or similar technology approved by DHS/NPPD/FPS and this technology must be current and commonly accepted. The service request response method selected shall be interchangeable with other technologies used in the industry.

1.58 FPS reserves the right to purchase this technology directly from the vendor or other supplier at conclusion of contract.

1.32.4. The Contractor shall respond to all calls received regardless of pertinence. Upon receipt of incoming service requests, the Contractor shall route the calls to the appropriate staff, or other resource identified by FPS.

1.58 The Contractor is responsible for contacting the appropriate staff to correct the reported problem.

1.58 The Contractor is responsible for initiating a follow up call within 24 hours to the original caller to establish a progress report of the repairs and response time by the appropriate repair staff.

1.58 The Contractor is also responsible for ensuring the service request work order is closed and subsequently provision of a completion work order.

1.33. Service Request Response Performance Metrics

1.58 As part of the proposal for the SOW, the contractor shall provide targeted goals for Service Level Agreements (SLA) in which the Contractor establishes a baseline for their performance.

1.33.2. These targeted goals shall be based upon current industry response standards, current contractor performance history and projected performance in the maintenance of CCV, access controls and other relevant technology used by public and private operations.

1.33.3. The following list of Performance Metrics is a partial listing that FPS desires to measure the performance of the Service Request Response Team: (See Appendix for definitions for the following terms:

· Average Speed of Answer

· Longest Delay in Queue

· Quality Measures

· First Resolution Rate

· Adherence to Procedures

· Efficiency Measures

· Schedule Adherence

· Average Handle Time and After-call Work

· System Availability

· Abandon Rate

· Blockage

1.58 The performance metrics reports shall be provided automatically to the FPS PM and the COTR by the ACD software or similar technology and shall be provided in the schedule summaries as listed below.

· Weekly Summaries

· Monthly Summaries

· Quarterly Reviews

· Annual Review

1.34. Random Audits

1.36.2. FPS or an authorized representative reserves the right to randomly review the Contractor’s ACD or similar technology budgets, expense reports, labor hours and any other appropriate information without infringing on a Contractor’s personal information with the exception of the resume and reported credential’s (certifications listed or required as part of the job/project). This action shall be permitted without objection from the Contractor.

1.35. Contractor Performance Standards

1.35.1. If the Contractor does not respond to maintenance requests within two (2) hours during a standard work week schedule, then the contractor will be subjected to penalty to include all costs associated with the resulting delay. However, in the event, FPS incurs additional costs (outside of normal daily operational averages) due to inoperable equipment or a security breach, the Contractor will be responsible for direct reimbursement to FPS.

1.35.2. In the event that the Contractor cannot correct the issue, FPS reserves the right to request a secondary repair company to resolve the issue and any cost as a result of this activity shall be paid by the Contractor.

1.35.3 PERFORMANCE STANDARDS METRICS. (PSM)

The PSM establishes key elements of Contractor performance that represent “mission essential” service requirements, which are identified in the table below in the “Requirement” column. The “Standards-Criteria for Acceptance” column represents the standard against which Contractor performance will be measured in relation to accomplishment of the corresponding requirement. The performance “standard” describes the minimum acceptable level of service by the Contractor for satisfactory performance. The “Acceptable Quality Level (AQL)” column displays the maximum allowable deviation from the performance objective, which, if not met, evokes the negative incentive specified in the table below.

Requirement

(1) Standards—

Criteria for Acceptance

(2) Acceptable Quality Level

(3) Method of Surveillance

(4) Incentive/Disincentive

(5)

if all Standards in Column 3 are met.

1.15.1 Plan for corrective action to maintenance service request within 30 minutes of receipt during normal business hours. Outside normal business hours within 2 hours of receipt of notification

Documentation meets agency specific requirements for maintenance service request response within the 30 minute benchmark during normal business hours and maintenance service request response within the 2 hour benchmark outside normal business hours.

Two Quarters where 100% compliance level is not met will result in a negative Past Performance Evaluation and a deduction of 3% of the monthly invoice Firm Fixed Price (FFP) amount.

Two Quarters where 100% compliance level is not met will result in a negative Past Performance Evaluation and a deduction of 3% of the monthly invoice Firm Fixed Price (FFP) amount

Two Quarters where 100% compliance level is not met will result in a negative Past Performance Evaluation and a deduction of 3% of the monthly invoice Firm Fixed Price (FFP) amount

1.36. Quarterly Reviews

1.36.1. Quarterly reviews shall be held at a government site or the contractor’s facility and may be combined with major program reviews.

1.36.2. The quarterly review will provide a status check of the contractor performance to date.

1.36.3. The CO/COTR and the Contractor PM shall mutually agree upon all meeting dates.

1.37. Government Owned Vehicles – NOT APPLICABLE

1.38. Key Personnel

1.38.1. The Government has identified the following as key personnel.

1.38.1.1. One (1) Project Manager (PM)

1.58 Two (2) Service Technician

1.38.1.2. Resumes for the key personnel shall be included as an attachment to the technical proposal and shall be no longer than two (2) pages each.

1.58 (Note: All personnel must have, at a minimum, certifications for SAFEnet Software with IDC Hardware, SAFEnet System Administration and SAFEnet Networking & Structured Query Language (SQL) Database)

1.39. Resume Requirements

1.58 FPS reserves the right to review the resumes of the Key Personnel recommended by the contractors for hire. Key Personnel resumes shall be included in the vendors technical proposal as part of the staffing plan.

1.58 The PM position requires at least five (5) years of experience as a PM in an Information Technology (IT) center, computer, or communications system, or similar environment. Included in the five (5) years of experience, the PM must demonstrate the capability to solve both technical and interpersonal problems to ensure project goals are met. The PM must completely understand the operational requirements of this contract and have access to all contractor corporate resources. The PM must posses the educational and technical background/experience to perform duties required of a Systems Administrator II listed below.

1.39.3. The Service Technician position requires a high school education, either a diploma or GED, as well as two (2) years of experience in a related field.

1.40. Orientation of Personnel

1.40.1 FPS will provide, as needed, orientation of FPS policies and procedures deemed necessary by the COTR. Subsequent to any FPS orientation, the Contractor is responsible for providing instructions to all team members to ensure that all personnel are aware of applicable Government regulations, policies, procedures, and forms appropriate for the completion of their respective work.

1.41. Standards of Conduct

1.41.1. The Contractor shall be responsible for maintaining satisfactory standards of employee competency, conduct, appearance, and integrity and shall be responsible for taking such disciplinary action with respect to his employees as may be necessary. The Contractor is also responsible for ensuring that employees do not disturb papers on desks, open desk drawers or cabinets, or use Government telephones, except as authorized. Each employee is expected to adhere to standards of behavior that reflect credit on his/her self, his/her employer, and the Federal Government.

1.42. Continued Eligibility

1.42.1. The Security Office must be immediately notified of all terminations/ resignations within 72 hours of contract termination and shall also be in accordance with all applicable HSPD-12 guidance and regulations. The Contractor will return any expired DHS issued identification cards and building passes, of those terminated employees to the COTR. If an identification card or building pass is not available to be returned, a report must be submitted to the COTR, referencing the pass or card number, name of individual to whom issued, the last known location and disposition of the pass or card.

1.42.2. The Security Office may require drug screening for probable cause at any time and/or when the Contractor independently identifies, circumstances where probable cause exists. DHS reserves the right and prerogative to deny and/or restrict the facility and information access of any Contractor employee whose actions are in conflict with the standards of conduct, 5 CFR 2635 and 5 CFR 3801, or whom DHS determines to present a risk of compromising sensitive Government information to which he or she would have access under this contract.

1.42.3. The Contractor will report any adverse information coming to their attention concerning contract employees under the contract to DHS’ Security Office. Reports based on rumor or innuendo shall not be made. The subsequent termination of employment of an employee does not obviate the requirement to submit this report. The report must include the employees’ name and social security number, along with the adverse information being reported.

1.42.4. If a prospective employee is found to be ineligible for access to government facilities or information, the CO/COTR will advise the Contractor that the employee must not continue to work or to be assigned to work under the contract.

1.43. Contractor Employees

1.43.1. Contractor employees shall follow the technical direction,…