Kampala Cell Phone Services Solicitation Document.docx

U.S. Embassy Kampala October 05, 2022

Dear Prospective Quoter:

Subject: Request for Quotations number 19UG5022Q0006 Cellphone Services for Kampala

Enclosed is a Request for Quotations (RFQ) for Cellphone provider services. If you would like to submit a quotation, follow the instructions in Section 3 of the solicitation, complete the required portions of the attached document, and submit it to the address shown on the Standard Form 1449 that follows this letter.

The U.S. Government intends to award 2 contracts as a result of this solicitation. One contract will be for a primary service provider and the second (2nd) for the secondary service provider which represents best value using comparative evaluation authorized under FAR 13.106-2(b) (3).

Comparative evaluation is NOT a lowest price technically acceptable (LPTA) or trade-off process. Prospective offers must still meet basic standards for responsibility at FAR 9.104 and solicitation compliance to be eligible for award. We intend to award contracts based on initial quotations, without holding discussions, although we may hold discussions with companies if there is a need to do so.

The Embassy intends to conduct a pre-quotation conference at the site, The pre-proposal conference will be held on October 19, 2022, at 10am local time at the U.S. Embassy Kampala, plot 1577 Ggaba Road, Nsambya. Prospective offerors/quoters should send their details to KampalaBid@state.gov by 12pm on Tuesday October 18, 2022, for additional information or to access the building.

Quotations are due by November 03, 2022, at 4:00pm local time. No quotations will be accepted after this time. Proposals must be in English and incomplete proposals will not be accepted.

Your quotation must be submitted electronically to KampalaBid@state.gov It is important to make sure the submission is made in specific size and format; in MS-Word 2007/2010 or MS-Excel 2007/2010 or Adobe Acrobat (pdf) file format. The file size must not exceed 30MB. If the file size should exceed the 30MB, the submission must be made in separate files and attached to separate emails with less than 30MB each.

For a quotation to be considered, you must also complete and submit the following:

1. SF-1449

2. Section I, Pricing

3. Section 5 Representations and Certifications

4. Additional information as required in Section 3

5. The Offeror should submit a completed IRS Form W-14, found at www.irs.gov/w14, to ensure compliance with FAR 52.229-11

6. Proof of SAM Registration

Offerors must be registered in the SAM (System for Award Management) database at https://www.sam.gov prior to submittal of their offer/proposal as prescribed under FAR 4.1102. Failure to be registered at time of proposal submission may deem the offeror’s proposal to be considered non-responsible and no further consideration will be given. Therefore, offerors are highly encouraged to register immediately if they are interested in submitting a response to this requirement.

Sincerely, Mike Limo Contracting Officer

TABLE OF CONTENTS

SECTION 1 - THE SCHEDULE

· SF 1449 cover sheet

· Continuation To SF-1449, RFQ Number 19UG5022Q0006, Prices, Block 23

· Continuation To SF-1449, RFQ Number 19UG5022Q0006, Schedule of Supplies/Services, Block 20 Description/Specifications/Work Statement

SECTION 2 - CONTRACT CLAUSES

· Contract Clauses

· Addendum to Contract Clauses - FAR and DOSAR Clauses not Prescribed in Part 12

SECTION 3 - SOLICITATION PROVISIONS

· Solicitation Provisions

· Addendum to Solicitation Provisions - FAR and DOSAR Provisions not Prescribed in Part 12

SECTION 4 - EVALUATION

· Evaluation

· Addendum to Evaluation - FAR and DOSAR Provisions not Prescribed in Part 12

SECTION 5 - REPRESENTATIONS AND CERTIFICATIONS

· Representations and Certifications

· Addendum to Offeror Representations and Certifications - FAR and DOSAR Provisions not Prescribed in Part 12

SECTION 1 - THE SCHEDULE

CONTINUATION TO SF-1449

RFQ NUMBER 19UG5022Q0006

PRICES, BLOCK 23

JAMES ZADROGA 9/11 VICTIMS HEALTH AND COMPENSATION ACT OF 2010 NOTICE: UNLESS A WAIVER OR EXCEPTION APPLIES, PAYMENTS SUBSEQUENT TO THIS PROCUREMENT ARE SUBJECT TO AN EXCISE TAX OF 2% PERSUANT TO 26 U.S.C. 5000C.

SECTION 1 - THE SCHEDULE

I. SCOPE OF CONTRACT

The Contractor shall provide cellphone services to the Embassy of the United States of America in Kampala, Uganda. The prices listed below shall include all labor, materials, insurance (see FAR 52.228-4 and 52.228-5), overhead, and profit. The Government will pay the Contractor on a monthly basis for Standard Services that have been satisfactorily performed.

II. PERIOD OF PERFORMANCE

The contract will be for a one-year period from the date of the contract award, with four (4) one (1) year options to renew.

III. PRICING

III. A. Standard Services - Base Year

Monthly Qty (b)

1. Local Calls

1A. Calls within Embassy "Mobile" Group (Closed User Group - CUG) (1225 lines x 12 months)

2. International Calls

3. International Roaming

3A. Outgoing Calls

17,600 Minutes per month

Sub-total

III. A. Standard Services - Option Year One

Monthly Qty (b)

1. Local Calls

1A. Calls within Embassy "Mobile" Group (Closed User Group - CUG)

2. International Calls

3. International Roaming

3A. Outgoing Calls

Minutes per month

Sub-total

III. A. Standard Services – Option Year Two

Monthly Qty (b)

1. Local Calls

1A. Calls within Embassy "Mobile" Group (Closed User Group - CUG)

2. International Calls

3. International Roaming

3A. Outgoing Calls

Minutes per month

Sub-total

III. A. Standard Services - Option Year Three

Monthly Qty (b)

1. Local Calls

1A. Calls within Embassy "Mobile" Group (Closed User Group - CUG)

2. International Calls

3. International Roaming

3A. Outgoing Calls

Minutes per month

Sub-total

III. A. Standard Services - Option Year Four

Monthly Qty (b)

1. Local Calls

1A. Calls within Embassy "Mobile" Group (Closed User Group - CUG)

2. International Calls

3. International Roaming

3A. Outgoing Calls

Minutes per month

Sub-total

Base Year Total (including VAT)

Option Year One Total (including VAT)

Option Year Two Total (including VAT)

Option Year Three Total (including VAT)

Option Year Four Total (including VAT)

Grand Total for Base + All Option Years (including VAT)

VALUE ADDED TAX.

Value Added Tax (VAT) is not included in the CLIN rates. Instead, it will be priced as a separate Line Item in the contract and on Invoices. Local law dictates the portion of the contract price that is subject to VAT; this percentage is multiplied only against that portion. It is reflected for each performance period. The portions of the solicitation subject to VAT are:

Minimum and Maximum Amounts: During this contract period, the Government shall place orders totaling a minimum of $3,000 for the Base Year and each Option Period, if exercised for a total of $15,000.00. This reflects the contract guaranteed minimum for each year and the total over 5 years if all options are exercised. The amount of all orders shall not exceed $329,972 each year for a total of $1,649,860 for 5 years of the contract if all Options are exercised. This reflects the contract maximum for each year and the 5 year period of performance, if all options are exercised.

The Offeror shall include Defense Base Act (DBA) insurance premium costs covering their employees working on the contract to include American citizens, Individuals hired in the United States or its possessions, regardless of citizenship, Host Country Nationals (HCNs) and Third Country Nationals (TCNs) working overseas. The offeror shall obtain DBA insurance directly from any Department of Labor approved providers at the DOL website at http://www.dol.gov/owcp/dlhwc/lscarrier.htm

CONTINUATION TO SF-1449

RFQ NUMBER 19UG5022Q0006

INDEFINITE DELIVERY/INDEFINITE QUANTITY CONTRACT

SCHEDULE OF SERVICES, BLOCK 20

1. PERFORMANCE WORK STATEMENT

SCOPE OF CONTRACT

The Contractor shall provide mobile telephone services to the Embassy of the United States of America in Kampala, Uganda. The prices listed below shall include all labor, materials, insurance (see FAR 52.228-4 and 52.228-5), overhead, and profit. The Government will pay the Contractor monthly for Standard Services that have been satisfactorily performed.

The Contractor must ensure that 4G/LTE mobile service is the priority service whenever available with the capacity for growth into the 5G network.

Any telephone numbers activated under this contract cannot be ported or transferred to any external organization or entity outside the U.S. Government for a minimum of 12 months from date of cancellation of service. Wherever 4G/LTE mobile telephone services are not available, the Contractor must support 3G and 2G/EDGE mobile service.

The Contractor must ensure that their network coverage is available over all highways throughout the nation and that the connection through its network is of the highest quality possible and must be uninterrupted, clear and with no static. Network problems must be remedied immediately, and the COR must be immediately informed of any problems, and their resolution. The Contractor must provide evidence of network coverage footprint within the towns and cities in Uganda.

This contract will capture the monthly utilization of U.S. Mission Uganda mobile services that include estimated consumption of 22 Terabytes of data, 513,920 mobile minutes, and 367,500 SMS messages.

The Contractor must be a locally established company and registered with the Government of Uganda.

PERFORMANCE WORK STATEMENT

This solicitation is for mobile telephone services. The U.S. Embassy is using 1,225 lines for official purposes. The Contractor shall provide complete mobile telephone services for the U.S. Embassy of Kampala. Services provided shall include:

· Smartphone Mobile Communication Plan

· Mobile Phone Voice Service Plan

· Mobile Device Data-Only Plans

· Pre-paid SIM Cards

· eSIM services

· Calls within Uganda.

· International Calls

· International Roaming

· Mobile Data Services (Internet based content deliveries)

· Caller ID

· Wireless Application Protocol (WAP)

· SMS Messaging

· Temporary Additional Services (TAS)

· Voice Mail

· 24-hour Customer Service

· Detailed Billing of Calls Made The Contractor shall ensure that the connection through its network is of the highest quality possible and shall be uninterrupted, clear, and with no static. Network problems shall be remedied immediately, and the COR must be immediately informed of any problems and their resolution.

MOBILE PHONE VOICE AND DATA SERVICE PLANS

a) TIER 1 – Postpaid Unlimited, 50GB Data, Voice & Data Roaming, WITHOUT CAP

b) TIER 2 - Postpaid Unlimited, 50GB Data, Voice & Data Roaming WITH CAP

c) TIER 3 - Postpaid Unlimited, 20GB Data, Voice & Data Roaming WITH CAP

d) TIER 4 – Postpaid Unlimited, 20GB Data, NO Roaming

e) TIER 5 – Postpaid Limited, 20GB Data, NO Roaming

f) TIER 6 – Postpaid Limited, NO Data, NO Roaming NB: Credit limits include: Zero credit, UGX 50,000, UGX 100,000, UGX 200,000 and UGX 400,000 (Taxes inclusive)

1.01 SMARTPHONE MOBILE COMMUNICATION PLAN

Smartphone Mobile service plans must support a variety of smartphone devices (iPhones, Android phones, Android tablets and iPads).

Ability to make Closed User Group (CUG) calls to all mission lines.

Ability to set credit limits for the offered corporate packages inclusive of taxes.

Mobile data (Internet based content deliveries) – minimum of twenty (20) Gigabytes of data per subscriber line per month for use in Uganda without incurring any roaming charges.

Ability to pull unused Megabytes (MBs) from previous month and the ability to re-load add-on Megabytes (MBs) for users who exhaust the offered corporate packages. Additional per month packages will include: 20 and 50 Gigabyte options. See Pricing Table.

International long distance – Ability to make international calls originating in Uganda.

International roaming – Ability to make voice, SMS and mobile data connections for locations outside of Uganda. The Contractor must provide international rates on the contractor’s preferred partner networks. Special rate consideration to the countries included in the pricing list.

Caller ID with name display.

Ability to port existing telephone numbers.

Provider’s network must support UMTS bands 2 and 5 (850/1900 MHz) and LTE bands 4, 7 and 17 to ensure compatibility with existing equipment.

Voice Mail – Users should have the capability to create voicemail services either in English or any local language.

Ability to send SMS text notifications to end users when voice and/or data usage has reached 75% of the subscribed service plan and again when the end user has reached 100% of the subscribed service plan.

Ability to provide a cap on voice and/or data usage for users on roaming package.

Ability to alert U.S. Mission Uganda Mobile Administrators on users’ high consumption and block mobile services when required, especially for users on roaming.

1.02 MOBILE PHONE VOICE SERVICE PLAN

Ability to make Closed User Group (CUG) calls to all mission lines.

Ability to set credit limits for the offered corporate packages inclusive of taxes.

International long distance – Ability to make international calls originating in Uganda.

International roaming – Ability to make voice, SMS and mobile data connections for locations outside of Uganda. The Contractor must provide international rates on the contractor’s preferred partner networks. Special rate consideration to the countries included in the pricing list.

Caller ID with name display.

Ability to port existing telephone numbers.

Provider’s network must support UMTS bands 2 and 5 (850/1900 MHz) and 4E/LTE frequencies of 700 MHz and 1700 MHz to ensure compatibility with existing equipment.

Voice Mail -Users should have the capability to create voicemail services either in English or any local language.

Ability to provide a cap on voice usage for users on roaming package.

Ability to alert U.S. Mission Uganda Mobile Administrators on users’ high consumption and block mobile services when required.

1.03 MOBILE DEVICE DATA-ONLY PLANS.

Mobile data (Internet based content deliveries) – minimum of twenty (20) Gigabytes of data per subscriber line per month for use in Uganda without incurring any roaming charges.

Ability to pull unused Megabytes (MBs) from previous month and the ability to re-load add-on Megabytes (MBs) for users who exhaust the offered corporate packages.

Additional per month packages will include: 20 and 50 Gigabyte options.

Ability to alert U.S. Mission Uganda Mobile Administrators on users’ high consumption and block mobile services when required services.

PRE-PAID SIM CARDS

Ability to provide pre-paid SIM cards on request. Estimated amount of SIM cards is 100. SIM card should remain active for a minimum of 90 days or have the option of extending the active period.

1.04 CALLS WITHIN UGANDA

The Contractor shall ensure on a 24-hour basis at least 90% local network coverage around Uganda with special consideration to all urban areas and main traffic routes.

1.05 INTERNATIONAL CALLS

The Contractor shall ensure on a 24-hour basis international connectivity with the USA, the African Continent, all European countries, and all other worldwide countries that telephone services are available.

1.06 INTERNATIONAL ROAMING

The Contractor shall provide as extensive international roaming connectivity as possible, with the special interest of the Government for roaming within all world-wide countries and the USA.

1.07 CALL AND DATA SERVICES MANAGEMENT

The Contractor must provide call and data services and unrestricted access to all data services at the highest speed possible. The Contractor must send automatic notices (most commonly via SMS text messages) to a specific mobile number when the designated plan has reached the 75% data and call usage mark and the 100% data and call usage mark.

1.08 WIRELESS APPLICATION PROTOCOL (WAP)

The Contractor shall provide Internet connection through their network to the Wireless Application Protocol (WAP) Internet sites.

1.09 SMS MESSAGING

The Contractor shall provide access to around the clock SMS messaging.

1.10 VOICE MAIL

The Contractor shall provide Voice Mail services in English and any local language A Voice Mail Box shall be prepared for each number separately as per standard practice.

1.11 CUSTOMER SERVICE

The Contractor shall provide technical support for setting up voice mail, roaming questions, questions on the phone features, number changes, lost or stolen telephone reporting, manufacturer’s warranty information, and all other matters concerning the mobile telephone services through the Contractor’s Project Manager.

Contractor shall acknowledge receipt of mail requests within 30mins of receipt of the same and a resolution or update of the status, shall be provided within 24hrs. For cases where email is unavailable, a call or SMS message will be considered for official requests, but this will be followed by an email soon as access to email is available.

Contractor shall test and verify any new or replacement SIM cards to ensure that all requested features are active and working before the SIM card is issued out for collection.

Contractor shall provide a customer service standards operational document, highlighting but not limited to the following processes and acceptable limits:

1. Fault Reporting, Ticketing and Escalation Matrix

1. Sim Card Replacement

1. Sim Card Upgrade

1. Data activation

1. New line issuance and activation

1. Billing

1. Communication

1. Meetings

Fault Reporting, Ticketing and Escalation Matrix:

The US mission shall report faults via email to vendor and then vendor POC/representative will open a ticket in their system and send us a Reference number. The US mission should have visibility of status of the pending tickets in the system at any one time. The system should allow for at least six (6) US mission users viewing access rights.

Escalation Matrix Table:

Fault Escalation Matrix

Level 1

Level 2

Level 3

Level 4

Sim Card Replacement:

Request for a SIM card replacement shall be sent via email together with the MoFA approval, the vendor POC/representative, acknowledges receipt of the request and provides an update in not more than 24hrs.

When ready, vendor POC/representative must test and verify that ALL requested features are activated and are working on the replacement SIM card before it is issued out to the US mission POC.

Sim Card Upgrade:

Request for a SIM card upgrade shall be sent together with the MoFA approval via email. The vendor POC or representative, acknowledges receipt of the request and provides an update in not more than 24hrs.

When ready, vendor POC/representative must test and verify that ALL requested features are activated and are working on the SIM card before it is issued out to the US mission COR.

Data activation:

A request for data activation shall be sent to vendor via mail. Vendor POC/representative then acknowledges receipt of the request and provides an update in not more than 2hrs and confirm by mail to US mission POC.

New line issuance and activation:

Request for a new SIM card is sent to vendor via mail together with the modified schedule, highlighting the required features, via email. The MTN account manager or representative, acknowledges receipt of the request and provides an update in not more than 2hrs.

When ready vendor POC/representative must test and verify that ALL requested features are activated and are working on the SIM card before it is issued out to the US mission COR.

Billing:

Itemized billing, clearly highlighting the voice, data, and data roaming (voice & data) charges for efficient review and verification of the monthly bills.

Communication:

Communication to vendor shall be via any of the following platforms,

i) Email

ii) Voice call

iii) Text message

iv) Letter Vendor will be required to acknowledge receipt of any of these messages immediately and provide feedback with 2hrs time.

Meetings:

Contractor shall have a review meeting at least once every month.

1.12 DETAILED BILLING

1.12.1 The Contractor shall provide monthly bills with a breakdown of calls made by individual numbers, in soft copy on a storage medium which will be sent to the US mission or hosted for retrieval on contractor’s website through a portal. It must be in either excel or csv file format and must be complaint with the URA FRIS system. The U.S. Government requires monthly usage reports organized by geographic location, agency code, end user/device, called numbers, time/date of call, duration of call, and price among other package plan utilizations and other detailed billing reports.

Bill shall also include a line item for the monthly data cost per line, clearly highlighted in the bill.

1.12.2 The monthly utilization and detailed billing reports shall be available on a vendor website portal or online dashboard application.

2. INVOICING

The Contractor shall submit monthly invoices for this contract, separate from the Purchase Order (PO) services.

A proper invoice must include the following information:

· Contractor's name and bank account information for payments by wire transfers

· Invoice Date

· Contract Number & Task Order Number

· A summary showing a listing of each line with total monthly price in local currency for that line. A detailed invoice for each agency must be attached to each summary invoice and should include the cost breakdown by each telephone line according to the pricing schedule

· A detailed list of all calls made for each line

· Prompt payment discount if any

· Name, title, phone number, and address of person to contact in case of defective invoice If an invoice does not contain the above information, the Government reserves the right to reject the invoice as improper and return it to the Contractor within 7 calendars days. The Contractor must then submit a proper invoice.

The COR will take each summary invoice and furnish the detailed invoice to the appropriate official in each individual Government agency. That agency representative will review the detailed invoice and either approve for payment or advise the COR of the inaccuracies found. It shall be the COR who will interact with the Contractor on any invoice problems.

The Contractor will send all invoices electronically to the following address:

Financial Management Center (FMC) U.S. Embassy Kampala.

Plot 1577 Nsambya, Ggaba Road Kampala, Uganda Email: KampalaInvoices@state.gov

Payment shall be made in local currency by Electronic Funds Transfer (EFT) within 30 days after receipt of the proper invoice

3. KEY PERSONNEL

3.1 The Project Manager must be able to converse in English. The Contractor shall assign to this contract the following key person:

POSITION/FUNCTION

Project Manager

3.2 During the first 90 days of performance, the Contractor shall make no substitutions of key personnel unless the substitution is required due to illness, death, or termination of employment. The Contractor shall notify the Contracting Officer within 15 calendar days after the occurrence of any of these events and provide the information required below to the Contracting Officer at least 15 days before making any permanent substitutions.

3.3 After the first 90 days of performance, the Contractor may substitute a key person if the Contractor determines that it is necessary. The Contractor shall notify the Contracting Officer of the proposed action immediately. Prior to making the substitution, the Contractor will provide the information required below to the Contracting Officer.

3.4 The Contractor shall provide a detailed explanation of the circumstances requiring the proposed substitution, a complete resume for the proposed substitute. The proposed substitute shall possess qualifications comparable to the original key person. The Contracting Officer will notify the Contractor of its approval or disapproval of the substitution within 15 calendar days after receiving the required information. The Government will modify the contract to reflect any changes in key personnel.

4. PERMITS

Without additional cost to the Government, the Contractor shall obtain all permits, licenses, and appointments required for the work under this contract. The Contractor shall obtain these permits, licenses, and appointments in compliance with applicable Uganda country laws.

5. GOVERNMENT FURNISHED PROPERTY

5.1 The Government intends to use Government Owned Equipment and Accessories as follows; SIM enabled laptops, iPad, and Tablets. The Contractor shall provide a fully functional SIM card, telephone number, and appropriate security codes (PIN’s and PUK’s) for all existing Government cellphones.

5.2 A list of Cell-Phone Types that the Government owns and intends to use with the services provided in this contract:

iPhones and Android phones.

6. ADDITION OF NEW LINES

The Contractor will provide a fully functional SIM card, telephone number, and appropriate security codes to the COR within 24 hours after receiving a delivery order under the contract.

7. NON-OFFICIAL LINES

This Contract is valid only for official Government needs.

8. DISCLOSURE OF INFORMATION

Any information made available to the Contractor by the Government shall be used only for the purpose of carrying out the provisions of this contract and shall not be divulged or made known in any manner to any person except as may be necessary in the performance of the contract.

9. TECHNOLOGICAL REFRESHMENT

After contract award, the Government may; pursuant to FAR clause 52.212-4 - Contract Terms and Conditions –Commercial Items, paragraph (c), Changes; request changes within the scope of the contract. These changes may be required to improve performance or react to changes in technology.

The Contractor may propose for the Government’s technological refreshment, substitutions or additions for any provided products or services that may become available because of technological improvements. The Government may, at any time during the term of this contract or any extensions thereof, modify the contract to acquire products which are like those under the contract and that the Contractor has, or has not, formally announced for marketing purposes. This action is within the scope of the contract. At the option of the Government, a demonstration of the substitute product may be required. The Government is under no obligation to modify the contract in response to the proposed additions or substitutions.

Such substitutions or additions may include any part of, or all, a given product(s) provided that the following conditions are met and substantiated by documentation in the technological refreshment proposal:

The proposed product(s) shall meet all the technical specifications of this document and conform to the terms and conditions cited in the contract.

The proposed product(s) shall have the capacity, performance, or functional characteristics equal to or greater than, the current product(s).

The proposal shall discuss the impact on hardware, services, and delivery schedules. The cost of the changes not specifically addressed in the proposal shall be borne entirely by the Contractor.

Contractor has the right to withdraw, in whole or in part, any technological refreshment proposal prior to acceptance by the Government. Contractor will use commercially reasonable efforts to ensure that prices for substitutions or additions are comparable to replaced or discontinued products. If a technological refreshment proposal is accepted and made a part of this contract, an equitable adjustment, increasing or decreasing the contract price, may be required and any other affected provisions of this contract shall be made in accordance with FAR clause 52.212-4, paragraph (c), Changes, and other applicable clauses of the contract.

10. SPECIAL SHORT-TERM PROMOTION

For the entire contract duration, the Contractor will offer the U.S. Embassy the option to take advantage of any promotional programs that it offers and that is suited for use by U.S. Embassy staff. The U.S. Embassy, at its own discretion, will have the option to take or reject the opportunity.

11. CUSTOMER SERVICE CENTERS

The Contractor is to provide a 24-7 customer support hotline telephone number for the purpose of reporting equipment problems and malfunctions, billing inquiries, and customer question regarding accounts and services.

12. SURVIVABILITY AND RECOVERY

The Contractor shall have a working system of network survivability in case of emergencies and serious disasters when all networks may be jammed or when parts of the network are destroyed.

The Contractor shall have a recovery plan in place that shall deal with such occurrences.

13. TRANSITION STRATEGY

The contractor must complete the entire transition within 90 days after the award of the Task Order for mobile services.

Implementation Planning The Contractor must develop and deliver an implementation plan for Mission Kampala mobile services within 30 days of award of this Task Order. The implementation plan must include the transition strategy. The following critical aspects shall be considered and provided to the U.S. Government within implementation plan:

· Delivery and activation of SIM Cards, using current mobile telephone numbers. The Contractor shall indicate the date and time when the transfer of mobile services to the new SIM card will be completed.

· Mobile hardware compatibility check with existing mobile devices in use throughout Mission Kampala.

· Ensure porting of existing mobile telephone numbers in compliance with Communications Authority of Uganda Guidelines.

· Establishment of a departmentally structured invoicing center, which shall group users of mobile services according to Government requirements and include proper end-user identifiers on invoices. The end user identifiers will be provided by the Government but shall be pre-configured by the prospective Contractor.

· Transfer of existing mobile services to new service plans.

15. FUTURE ENHANCEMENTS AND ADDITIONS

The Government may request future enhancements and additions to mobile services. Such future enhancements may include adding new types of mobile services plans or modifying existing service plans.

16. QUALITY ASSURANCE AND SURVEILLANCE PLAN (QASP)

This plan provides an effective method to promote satisfactory contractor performance. The QASP provides a method for the Contracting Officer's Representative (COR) to monitor Contractor performance, advise the Contractor of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to monitor quality to ensure that contract standards are achieved This plan provides an effective method to promote satisfactory contractor performance. The QASP provides a method for the Contracting Officer's Representative (COR) and the Government Technical Monitor (GTM) to monitor and evaluate contractor performance, advise the Contractor of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to monitor quality to ensure that contract standards are achieved.

The Contractor shall provide the U.S. Government with monthly performance and utilization reports to include online dashboard to review user package plans utilizations and detailed billing. The Contractor will have readily available specific account managers, technical managers and senior management to discuss performance and support issues. The Contractor shall provide active mobile network monitoring and offer advice to the U.S. Government of any network outages in any of the geographic regions where the U.S. Embassy is located. The U.S. Government requires monthly usage reports organized by geographic location, agency and end user/device.

SURVEILLANCE: The COR will receive and document all complaints from government personnel regarding the services provided. If appropriate, the COR will send the complaints to the Contractor for corrective action.

The quality assurance procedures are meant to provide the Contractor immediate, actionable feedback to focus Contractor attention to defect prevention and to ensure successful performance of the Task Order requirements. If any Government personnel observe unacceptable services, either incomplete work or required services not being performed they will contact the COR. The COR will complete appropriate documentation to record the complaint. If the COR determines the complaint is invalid, the COR will advise the complainant. The COR will retain the annotated copy of the complaint for his/her files. If the COR determines the complaint is valid, the COR will, as a minimum, orally inform the Contractor and give the Contractor time to correct the defect, if additional time is available. The COR will determine how much time to remedy a complaint is reasonable. The COR will consider complaints as resolved unless notified otherwise by the complainant.

If the Contractor disagrees with the complaint after investigation and challenges the validity of the complaint, the Contractor must notify the COR. The COR will review the matter to determine the validity of the complaint.

Repeat customer complaints are not permitted for any services. If a repeat customer complaint is received for the same deficiency during the service period, the COR may contact the Contracting Officer for appropriate action.

17. QUALITY OF SERVICE (QOS)

The Contractor must meet or exceed industry standard metrics for coverage; accessibility (includes Grade of Service), and the audio quality. The following tools shall be used to assess the mobile network to determine if it delivers the quality that the Contractor has been required to target for this QoS measurement:

• Protocol analyzers

• Drive tests

• Customer complaints An acceptable Grade of Service (GoS) is 0.02. GoS is measured by evaluating traffic carried, traffic offered and calculating the traffic blocked and lost. The proportion of lost calls is the measure of GoS.

Mobile Network Downtime and Credits Credits shall be assessed against the Contractor in those instances where the mobile (cellular) network during any given month or year fails to achieve and sustain the minimum acceptance standard.

Definitions:

NETWORK AVAILABILITY ACCEPTANCE LEVEL: Yearly Mobile Network Availability Acceptance Level is computed by 365 calendar days times 24 (hours per day) times 99.5% minimum acceptance standard equals 8,716.20 hours annum. (365 x 24 – 8760 x 99.5% = 8,716.20). Monthly Mobile Network Availability is computed by the calendar days per month times 24 (hours per day) times 99.5% acceptance level (example: 31 x 24 = 744 x 99.5% = 740.28).

DOWNTIME: That period of time when the mobile network becomes non-operational or unusable for communication of transfer of data or failure to meet the minimum acceptance standard. The maximum cumulative annual downtime that shall be acceptable for corrective or preventative maintenance is 43.80 hours (8760 x .5%). The maximum cumulative monthly downtime that shall be acceptable for corrective or preventative maintenance shall be .5% of the total available hours for the month (example: 31 x 24 = 744 x .5% = 3.72).

PERIOD OF DOWNTIME: Downtime shall commence at the time first attempt for contact is made by the Government (or its representative) to the Contractor’s Point of Contact and shall be annotated on the Remedy Ticket and shall continue until the mobile network availability is returned into service by the Government.

DOWNTIME CREDITS: Monetary value returned to the Government for failure to meet the mobile network availability requirements. Downtime Credits shall be assessed based on cumulative downtime with the minimum assessment being one hour. There are two (2) situations when mobile network Downtime Credits can be accumulated:

· Below Availability Level,

· Extended Downtime.

Credit for Mobile Network Downtime by Situation BELOW AVAILABILITY LEVEL: If the downtime accumulated for the mobile network availability adds up to 43.80 (8760 x .5%) cumulative hours or more during any one year (365 calendar days) or depending on the number of hours for the month (example: 31 calendar day month), the Contractor shall grant an hourly credit to the U.S. Government for each hour of downtime. Each additional one-hour increment or portion thereof will be assessed as an additional hour.

EXTENDED DOWNTIME CREDIT(S): Cumulative downtime of more than 18 hours but not greater than 24 hours for any one outage shall be assessed at a daily rate. Any increment of 24 hours beyond the initial 24 hours of any one outage shall be assessed at the standard for the hourly rate up to 12 hours; however, between 12 and 24 hours, the credit shall be assessed at the daily rate.

Exceptions to Accumulation of Downtime Accumulation of mobile network availability downtime shall include all unscheduled downtime deemed to be the responsibility of the Contractor, with the following exceptions:

· When the failure to perform arises out of causes beyond the control and without the fault or negligence by the Contractor or Subcontractor.

· Malfunction of equipment, frequency fading and interference, and commercial power surges or failures are considered to be normal hazards of the industry and therefore do not qualify as causes beyond the control of the Contractor or Subcontractor. The Contractor shall be charged with credits for all reported outages determined “no trouble found” or “came clear while testing” but which exceed 45 minutes.

The Contracting Officer will make final determination as to whether downtime is the responsibility of the Contractor. If requested by the Contracting Officer, the Contractor shall provide documentation to support claims of excusable downtime. For downtime determined to be the Contractor’s responsibility, the Contracting Officer may elect to assess a credit for each instance of non-performance.

Payment Reduction for Downtime Credits When Circuit Downtime Credit(s) is due to the U.S. Government, the total number of creditable hours shall be accumulated for the month and will be deducted from the payment due the Contractor in the month they accrued.

18. TROUBLE ESCALATION PROCEDURE

U.S. Mission Kampala will refer problems to the Contractor and obtain the name of the Contractor test person and a contractor ticket number, and record this information on the U.S. Mission Kampala Remedy Ticket.

After the trouble call has been referred to the Contractor for two (2) hours, U.S. Mission Kampala will call the Contractor again for an update on the current trouble. Record the Contractor’s response, the name of the Contractor’s representative, and the Contractor ticket number on the Remedy Ticket.

After the trouble ticket has been referred to the Contractor for four (4) hours, U.S. Mission Kampala will call the Contractor again for an update on the status. If the Contractor’s response is not satisfactory, U.S. Mission Kampala will escalate the trouble ticket to the Contractor’s management. Record the Contractor’s response, the name of the Contractor’s representative, and the Contractor ticket number on the Remedy Ticket.

After the trouble ticket has been referred to the Contractor for six (6) hours, U.S. Mission Kampala will escalate the trouble ticket to the Contractor’s senior management. Record the Contractor’s response, the name of the Contractor’s representative, and the Contractor ticket number on the Remedy Ticket. Also, advise the COR and Contracting Officer that the Contractor is not meeting the performance standards set forth in the task order.

U.S. Mission Kampala will continue to request status updates from the Contractor for the remainder of the outage or until a solid loop from the Contractor’s distant end location is received.

The Contracting Officer and his/her representatives are responsible for surveillance and acceptance of the Contractor’s effort under this contract. The Contractor shall submit a quarterly Quality Assurance and Compliance Reports (QACR) showing how the Contractor met or failed to meet the contract and each task order performance requirements. If the Contractor failed to meet the acceptable quality level (AQL) for a given performance requirement, it shall submit a detailed narrative as to what actions have been taken to mitigate any future non-compliance. If the Contractor believes that mitigating circumstances prevented the Contractor from meeting the terms and conditions of the contract as it relates to performance or administration of the contract, a request for waiver can be requested. The request for waiver must be submitted to the COR within seven (7) calendar days from receipt of notice of noncompliant performance, unless otherwise approved by the COR or CO. The Contractor shall provide a detailed explanation as to why the circumstances surrounding the contract noncompliance occurred and why the noncompliant action could not have been prevented.

The Contractor shall be proactive in identifying simple, measurable, and meaningful performance metrics to be used in performing the requirements of this contract and all task orders.

Services Performs all cellphone management services set forth in the scope of work.

The COR shall notify the Contracting Officer of the complaints so that the Contracting Officer may take appropriate action if any of the services fail to meet the standard.

Within 10 business days of contract award

Section 1 18.0 QASP Acceptable Levels of Performance

SECTION 2 - CONTRACT CLAUSES

52.212-4 CONTRACT TERMS AND CONDITIONS – COMMERCIAL ITEMS

(NOV 2021) IS INCORPORATED BY REFERENCE. (SEE SF-1449,

BLOCK 27A)

52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT STATUTES OR EXECUTIVE ORDERS—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES. (JAN 2022)

(a) The Contractor shall comply with the following Federal Acquisition Regulation (FAR) clauses, which are incorporated in this contract by reference, to implement provisions of law or Executive orders applicable to acquisitions of commercial items:

(1) 52.203-19, Prohibition on Requiring Certain Internal Confidentiality Agreements or Statements (JAN 2017) (section 743 of Division E, Title VII, of the Consolidated and Further Continuing Appropriations Act, 2015 (Pub. L. 113-235) and its successor provisions in subsequent appropriations acts (and as extended in continuing resolutions)).

(2) 52.204-23, Prohibition on Contracting for Hardware, Software, and Services Developed or Provided by Kaspersky Lab and Other Covered Entities (JUL 2018) (Section 1634 of Pub. L. 115-91).

(3) 52.204-25, Prohibition on Contracting for Certain Telecommunications and Video Surveillance Services or Equipment. (AUG 2020) (Section 889(a)(1)(A) of Pub. L. 115-232).

(4) 52.209-10, Prohibition on Contracting with Inverted Domestic Corporations (NOV 2015).

(5) 52.233-3, Protest After Award (AUG 1996) (31 U.S.C. 3553).

(6) 52.233-4, Applicable Law for Breach of Contract Claim (OCT 2004) (Public Laws 108-77 and 108-78 ( 19 U.S.C. 3805 note)).

(b) The Contractor shall comply with the FAR clauses in this paragraph (b) that the Contracting Officer has indicated as being incorporated in this contract by reference to implement provisions of law or Executive orders applicable to acquisitions of commercial items:

[Contracting Officer check as appropriate.] _X_ (1) 52.203-6, Restrictions on Subcontractor Sales to the Government (JUNE 2020), with Alternate I (OCT 1995) (41 U.S.C. 4704 and 10 U.S.C. 2402).

__ (2) 52.203-13, Contractor Code of Business Ethics and Conduct (JUN 2020) (41 U.S.C. 3509)).

__ (3) 52.203-15, Whistleblower Protections under the American Recovery and Reinvestment Act of 2009 (JUN 2010) (Section 1553 of Pub. L. 111-5). (Applies to contracts funded by the American Recovery and Reinvestment Act of 2009.)

_X_ (4) 52.204-10, Reporting Executive Compensation and First-Tier Subcontract Awards (JUN 2020) (Pub. L. 109-282) ( 31 U.S.C. 6101 note).

__ (5) [Reserved].

__ (6) 52.204-14, Service Contract Reporting Requirements (OCT 2016) (Pub. L. 111-117, section 743 of Div. C).

__ (7) 52.204-15, Service Contract Reporting Requirements for Indefinite-Delivery Contracts (OCT 2016) (Pub. L. 111-117, section 743 of Div. C).

_X_ (8) 52.209-6, Protecting the Government’s Interest When Subcontracting with Contractors Debarred, Suspended, or Proposed for Debarment. (JUN 2020) (31 U.S.C. 6101 note).

_X_ (9) 52.209-9, Updates of Publicly Available Information Regarding Responsibility Matters (OCT 2018) (41 U.S.C. 2313).

__ (10) [Reserved].

__ (11) 52.219-3, Notice of HUBZone Set-Aside or Sole-Source Award (SEP 2021 2020) (15 U.S.C. 657a).

__ (12) 52.219-4, Notice of Price Evaluation Preference for HUBZone Small Business Concerns (SEP 2021) (if the offeror elects to waive the preference, it shall so indicate in its offer) (15 U.S.C. 657a).

(13) [Reserved] __ (14)

(i) 52.219-6, Notice of Total Small Business Set-Aside (NOV 2020) (15 U.S.C. 644).

__ (ii) Alternate I (MAR 2020) of 52.219-6.

__ (15)

(i) 52.219-7, Notice of Partial Small Business Set-Aside (NOV 2020) (15 U.S.C. 644).

__ (ii) Alternate I (MAR 2020) of 52.219-7.

__ (16) 52.219-8, Utilization of Small Business Concerns (OCT 2018) (15 U.S.C. 637(d)(2) and (3)).

__ (17)

(i) 52.219-9, Small Business Subcontracting Plan (JUN 2020) (15 U.S.C. 637(d)(4)).

__ (ii) Alternate I (NOV 2016) of 52.219-9.

__ (iii) Alternate II (NOV 2016) of 52.219-9.

__ (iv) Alternate III (JUN 2020) of 52.219-9.

__ (v) Alternate IV (JUN 2020) of 52.219-9 __ (18)

(i) 52.219-13, Notice of Set-Aside of Orders (MAR 2020) (15 U.S.C. 644(r)).

__ (ii) Alternate I (MAR 2020) of 52.219-13.

__ (19) 52.219-14, Limitations on Subcontracting (SEP 2021) (15 U.S.C. 637(a)(14)).

__ (20) 52.219-16, Liquidated Damages-Subcontracting Plan (SEP 2021) (15 U.S.C. 637(d)(4)(F)(i)).

__ (21) 52.219-27, Notice of Service-Disabled Veteran-Owned Small Business Set-Aside (SEP 2021) (15 U.S.C. 657f).

__ (22)

(i) 52.219-28, Post Award Small Business Program Rerepresentation (SEP 2021) (15 U.S.C. 632(a)(2)).

__ (ii) Alternate I (MAR 2020) of 52.219-28.

__ (23) 52.219-29, Notice of Set-Aside for, or Sole Source Award to, Economically Disadvantaged Women-Owned Small Business Concerns (SEP 2021) (15 U.S.C. 637(m)).

__ (24) 52.219-30, Notice of Set-Aside for, or Sole Source Award to, Women-Owned Small Business Concerns Eligible Under the Women-Owned Small Business Program (SEP 2021) (15 U.S.C. 637(m)).

__ (25) 52.219-32,…