PWS for BASE TELEPHONE Requirement.pdf

PERFORMANCE WORK STATEMENT (Draft Copy)

Introduction

1.0 Description of Services

The contractor shall provide all personnel, equipment, tools, materials, supervision, and other items necessary to perform Base Telephone Department’s Extended Service Plan services as defined in the PWS for MCAS, Cherry

Point, N.C.

1.1 Scope of Objectives.

The contractor shall provide an Extended Service Plan (ESP) to MCAS Cherry Point in support of the base telephone SL-100 switch, RCC2 remote switch at North side, Bogue Field (Avaya 450 and accessory components/equipment), Naval Health Clinic (Avaya and accessory components/equipment), the IVR System hardware and software and T-Metrics system.

1.2 Work to be Performed.

The contractor shall provide the following Extended Service Plan (ESP) Objectives:

(a) Be a comprehensive package of services with a pre-established price designed to provide support services similar to that offered during a warranty period.

(b) Include the service requirements of TAS/ETAS Technical Assistance, Return & Repair Replacement, Remote Diagnostics, IVR hard ware and software and T-Metric system diagnostics.

(c) Consist of core TAS/ETAS support on a 24/7 basis for the term of the contract. The contractor shall take incoming service calls. The contractor shall provide initial Tier 1 support and shall open ETAS tickets on required service issues. The core TAS/ETAS support package shall provide the primary services required for day-to-day support of the MCAS Cherry Point Meridian SL-100, RCC2 remote switch at North side, Bogue Field (Avaya

450 and accessory components/equipment), Naval Health Clinic (Avaya and accessory components/equipment), service operation, Benning rectifiers, Benning inverters, IVR hard ware and software and T-Metric systems.

2.0 The contractor shall provide limited on-site maintenance with 4 hour response time, unlimited remote maintenance, diagnostics, routine technical assistance, and emergency technical assistance services. Emergency

TAS shall be available 24 hours a day, seven days a week. Routine TAS shall be available from 8 AM to 5 PM CST, Monday through Friday. The contractor shall provide the limited on-site maintenance with a 4 hour response time via applicable premise visit charges (if any) and per hour regular, overtime, and double time labor rates. On-site scheduled or unscheduled maintenance cost for on-site visits shall be included in the fourth Contract Line Item

Number. In addition to technical assistance, services shall include testing, diagnostic fault isolation, and problem resolution, and system restoration from the TAS facilities—for the SL-100, RCC2 remote switch at North side, Bogue Field (Avaya 450 and accessory components/equipment), Naval Health Clinic (Avaya and accessory components/equipment), switching system, IVR hard ware and software and T-Metric systems. Remote support shall include both telephonic assistance and direct remote access to this switch via PSTN modem connection and/or

Ethernet connection, as available. Special remote terminals shall allow the Networks TAS center to communicate with the system to diagnose fault conditions and recommend corrective actions.

3.0 In addition to core TAS/ETAS coverage, the contractor shall also provide Repair and Replacement (R&R) of

SL-100, RCC2 remote switch at North side, Bogue Field (Avaya 450 and accessory components/equipment), Naval

Health Clinic (Avaya and accessory components/equipment), hardware, including disk drives, tape drives, attendant consoles, IVR hard ware and software and T-Metric system support. Typical turnaround time for R&R service shall be 20 business days. During emergency situations, necessary replacements shall be shipped within 24 hours.

Coverage shall include all SL-100, RCC2 remote switch at North side, Bogue Field (Avaya 450 and accessory components/equipment), Naval Health Clinic (Avaya and accessory components/equipment), equipment, Benning rectifiers, Benning inverters, voice mail components and attendant consoles to be identified via a polling report. Non

SL-100 peripherals such as batteries, administration terminals, and printers will not be covered under this contract.

4. 0 DEPOT LEVEL SUPPORT

4.1 Repair and Return of Failed Items: The contractor shall utilize services to support SL-100 telecommunication systems, RCC2 remote switch at North side, Bogue Field (Avaya 450 and accessory components/equipment), Naval

Health Clinic (Avaya accessory and components/equipment), IVR and T-Metric systems. The contractor shall closely monitor Nortel’s performance to ensure that quality standards are being observed. This well-coordinated effort ensures highly responsive Depot Level Support for all items and support equipment that comprise the SL-100, RCC2 remote switch at North side, Bogue Field (Avaya 450 and accessory components/equipment), Naval Health

Clinic (Avaya and accessory components/equipment), switch system installed at MCAS Cherry Point NC.

4.2 Depot Center Operations: The contractor shall utilize Networks dedicated full-time facilities for Depot Level

Support including the repair of all SL-100, RCC2 remote switch at North side, Bogue Field (Avaya 450 and accessory components/equipment), Naval Health Clinic (Avaya and accessory components/equipment), and peripheral equipment (including Nortel Benning rectifiers and inverters). This support shall consist of the repair or replacement of electronic circuit packs, major subassemblies, modules, printed circuit boards, and other repairable items. Procedure details can be viewed below. The depot centers are fully staffed during normal duty hours and maintain on call standby coverage to handle emergency orders during all non-duty hours.

4.3 EMERGENCY REQUESTS: The contractor’s emergency replacement service shall be available 24 hours a day, seven days per week, and 365 days per year for the MCAS Cherry Point SL100, RCC2 remote switch at North side, Bogue Field (Avaya 450 and accessory components/equipment), Naval Health Clinic (Avaya and accessory components/equipment), IVR, and T-Metric systems. This service shall be made available via the Nortel Return and

Repair Center. An emergency is defined as a critical system service outage which significantly impacts customer operations. The Government is responsible for making the final determination of an emergency. It is understood that the delivery order will identify the POC who has been authorized by the Government to request this emergency service.

5. 0 REMOTE DIAGNOSTICS: The contractor shall provide remote diagnostic services via Nortel ETAS for Nortel

Networks SL-100, RCC2 remote switch at North side, Bogue Field (Avaya 450 and accessory components), Naval

Health Clinic (Avaya and accessory components/equipment) switch systems, IVR hard ware and software and T-

Metric system that may occasionally experience hardware or software problems. Networks have the ability to dial in through a modem to investigate the systems in order to diagnose problems, provide technical assistance, and upload software patches. The contractor shall provide MCAS Cherry Point with the phone numbers, addresses, and POCs for the remote diagnostic facilities.

5. 1 Scope of Remote Diagnostic Services: Remote diagnostic services are typically used for emergency situations when all other Government, third-party, and/or on-site contractor support have failed to correct a problem.

Emergencies are handled immediately via on-line communication. With non-emergencies, the site is called back to work the problem with the ETAS engineer. The contractor shall immediately investigates and resolves emergency situations that occur in the operation and maintenance of the switch systems and continues to work every such situation remotely until the problem is corrected and service is restored.

5. 2 Remote Diagnostic Service Centers: The Remote Diagnostic Service Centers for Nortel Networks switches and switch system peripherals will be available 24 hours a day, seven days per week, and 365 days per year for the duration of the contract.

6.0 MCAS Cherry Point is currently on software load SE09, which is a current load.

7.0 Base Access.

a. Contractors must be registered in the Defense Biometrics Identification System (DBIDS). It is the Contractors responsibility to ensure all their employees and or subcontractors are properly registered within DBIDS.

b. Contractors and or Delivery drivers must have in their possession: their contract number, delivery address and sponsors contact information in order to gain initial access to the base. The Contracting Officer’s Representative

(COR) is the sponsor.

c. DBIDS credentials will be valid for the duration of your contract, not to exceed three years; however, re-vetting of individuals' information will occur each year.

d. Contractors requiring access for over 60 days will receive a credential valid for up to one year.

e. Contractors requiring access for less than 60 days will receive a temporary paper pass.

f. Contractor Common Access Card (CAC) Eligibility: Contractor personnel authorized CAC's are exempt from

DBIDS enrollment.

g. If you have questions regarding base access, Contractor CAC or DBIDS requirements contact the Contractor

Vetting Office at 910-451-0283/0284/0285.

The Government will not be responsible for any contractor access delays. Delays that may result from inadequate planning are strictly the responsibility of the contractor.

8.0 Contractor’s Unauthorized Work Performance.

The Contractor shall not perform work that deviates from contract requirements and specifications. If the Contractor deviates from contract requirements and specifications without approval of the CONTRACT ADMINISTRATOR and/or the CONTRACTING OFFICER, such deviation shall be at the risk of the Contractor and any cost related thereto shall be borne by the Contractor.

9.0 Place of Performance.

The place of performance of this contract is Marine Corps Air Station, Cherry Point, N.C.

10.0 Period of Performance.

This contract provides for a Base Telephone Extended Service Plan over the course of one twelve month base year with two option to renew the contract for two future years.

11.0 Quality Control.

The contractor shall establish and maintain a complete quality control program for the performance requirements of this contract. The Contracting Officer’s Representative will evaluate the contractor’s performance based on the

PWS.

12.0 Quality Assurance Surveillance Plan.

12.1 Purpose. This Quality Assurance Surveillance Plan (QASP) has been developed to provide the standard of surveillance for moving and storage services for the Distribution Management Office (DMO), Marine Corps Base, Camp Lejeune, NC. The Contracting Officer (KO) will appoint an individual at the time of award as the COR. COR

Contact information is also provided in the award. The COR will also serve as the Quality Assurance Evaluator

(QAE) and will use this QASP to ensure the standards of the contract are being met. The COR/QAE will be referred to as the COR throughout this QASP.

12.2 Performance Standards. The QASP provides a systematic method to evaluate the service the Contractor is required to furnish. The COR will assess the Contractor’s performance to ensure the Contractor is performing up to the specified standards. The standards for this Performance Work Statement (PWS) are stated in the Level of Effort

Requirements Summary (PRS) included in this QASP. The standards for this procurement are subjective since specific metric-driven standards are not appropriate.

12.3 Management and Oversight. The QASP is based on the premise that the Contractor, and not the Government, is responsible for the management and any Quality Control action required to meet the terms of the contract. The performance requirements recognize that the Contractor is not a perfect manager and that unforeseen requirements and uncontrollable problems do occur. Good management and use of an adequate Quality Control Plan will allow the Contractor to operate within specific performance requirements. QASPs are designed to be objective, fair, and consistent in evaluating Contractor performance against the provided standards.

12.4 Acceptable Quality Levels (AQLs). AQLs have been established in the PRS and provide performance standards that the Contractor will meet in performing the contract. In the event the Contractor does not meet the established AQLs, the KO has the right to exercise the negative incentives stated in this QASP.

12.5 Methods of Surveillance/Evaluation. The COR will evaluate the contractor’s performance using one or more of the following surveillance methods:

a. 100% Inspection: Inspection where specified characteristics of performance are examined and tested to determine conformance with defined requirements in the Performance Work Statement

(PWS).

b. Random Inspection: Sampling method in which each unit of the population has an equal chance of being selected.

c. Customer Surveys and Feedback: A review method where customers and end users are surveyed to provide input on specific service levels.

12.6 Negative Incentives. If any of the performance requirements do not meet the AQL set in the PRS table, the

COR shall document the discrepancy(s) and shall notify the Contractor promptly, and the KO, on a monthly basis, for appropriate action. When the performance is below the AQL standard, the Government may implement negative incentives that include: increased surveillance, reduction in contract price, and/or decision not to exercise next option.

12.7 Notification. The COR will notify the KO, in writing, of unacceptable quality levels. The COR will promptly provide written notification of discrepancies on a monthly basis, or immediately if the situation significantly affects the well-being of the project. The Contractor will be given the opportunity to respond, in writing, to each discrepancy.

12.8 Response. The Contractor shall provide a written response to the cause and the corrective action to prevent recurrence within ten (10) working days after receipt of the KO’s notification. The Contractor should cite specific quality assurance program procedures or new procedures instituted to prevent recurrence.

12.9 Ratings. The following criteria will be used for performance evaluations: Exceptional, Satisfactory, Marginal, or Unsatisfactory. Upward or downward arrows may be used to indicate an improving or worsening trend insufficient to change to the assessment status.

a. Exceptional. Indicates performance clearly exceeds contractual requirements. The area of evaluation may contain a few minor problems for which corrective action appears highly effective.

b. Satisfactory. Indicates performance clearly meets contractual requirements. The area of evaluation contains some minor problems for which the corrective actions appear satisfactory.

c. Marginal. Indicates performance meets contractual requirements. The area of evaluation contains one or more serious problems for which corrective actions have not yet been identified, appear only marginally effective, or have not been fully implemented.

d. Unsatisfactory. Indicates the contractor is in danger of not being able to satisfy contractual requirements and recovery is not likely in a timely manner. The area of evaluation contains one or more serious problems for which the corrective actions appear ineffective.

12.10 Documentation. Documentation used and referenced to perform surveillance will consist of monthly reports, contractor plans and procedures, schedules, customer feedback and contract data requirements.

a. Recording Observations. The COR shall use Surveillance Logs to record information on scheduled observations and deficiencies noted. Each observation is recorded on the log. The documents then become a formal record for reference. The contractor is to be told each time that a deficiency is found during scheduled observations. The COR makes a notation on the Surveillance Log of the date and time the deficiency was discovered, then, the COR asks a contractor site manager to initial the notation, documenting notification of the deficiency only.

b. Potential Unacceptable Performance. The COR must identify the specific service that is unacceptable and the possible causes, and ask a number of questions which if answered, will probably pinpoint the source of the problem.

c. Documenting Unacceptable Performance. The COR must attempt to resolve the problem with the contractor. The original log and the attempted solution (along with an evaluation of results) are forwarded to the Contracting Officer through the COR.

Based on the severity of the discrepancy and the success of the solution, the COR will notify the KO. The contractor shall complete a response to the unacceptable evaluation if requested by the KO or by its own choice.

12.11 Taking Action.

a. The COR may evaluate the contractor’s performance and document any non-compliance, but only the

KO may take action against the contractor for an unacceptable rating.

b. When the contractor’s performance is unacceptable and a formal action is indicated, the COR will determine what action is appropriate for the specific circumstances and make a recommendation to the KO.

12.12 Documentation. The COR retains a copy of all inspection schedules and surveillance activity logs during the course of the contract, and forwards them for inclusion in the contract file at the end of the surveillance period.

However, when a specific service becomes unsatisfactory during a surveillance period, the inspection documentation supporting the contract discrepancy report is forwarded to the KO.

13.0 Performance Standards (Metrics).

The contractor shall determine and resolve trouble shooting remote diagnostic services problems within 1 hours of scheduled time.

The contractor shall provide deliverables in accordance with schedule.

The contractor shall demonstrate effectiveness of improvements/corrective actions in response to customer complaints within 24 hours of scheduled time.

The contractor shall limit errors to no more than 2 per performance task.

14.0 Performance Requirements Summary. The performance standards are stated in the summary below:

Required Service

(PWS Reference) Performance Measurement

Inspection Method Acceptable Quality Level

(AQL)

Section 1.2 thru 6.0 (1) Timeliness

(2) Quality of Service

(3) Performance

Random and Monthly

Inspection of provided services

95%