SOW_for_Communications_Services_BB_CP_Rev_2.pdf

RFP N40192-13-R-8008

Black Berry and Cell Phone

Joint Region Marianas and Tenant Commands, Guam

Statement of Work Communication Services Black Berry and Cell Phone

Joint Region Marianas (JRM), Guam And Joint Region Tenant Commands (Rev 2 - 12 Sep)

1. Description of Requirement:

Joint Region Marianas (JRM) has a requirement for wireless communication access between and within the Marianas Region and the continental United States (CONUS). The contractor shall provide wireless service for JRM and JRM Tenant Commands who are mandatory users of this contract.

Services shall be provided, upon receipt of an order, for non- JRM -funded tenant commands base wide at the U.S. Naval Base in Guam, for Joint Region Commands, which include the U.S. Air Force, U.S. Army, U.S. Coast Guard and any other Department of Defense (DoD) or Federal activity that chooses to submit an order for services provided under this requirement. The contractor shall provide equipment that operates on their system for sale or lease, as specified on the requesting activity’s delivery order. The contractor will provide wireless communication devices capable of delivering either secure encrypted or unencrypted voice/text/data transmissions and data devices with voice capability that are capable of secure encrypted or unencrypted voice/text/data transmission.. Service shall provide continuous, uninterrupted and clear signal strength and include roaming, text-message, voice mail, and caller-ID. Service areas shall include Guam, the Commonwealth of the Northern Marianas Islands (CMNI), the Federated States of Micronesia (FSM), and CONUS. Service and signal strength shall be available, uninterrupted and clear throughout Guam, the named islands and

CONUS.

1.1. Services Wireless Voice Communication Devices for 5 performance periods including: Base Period (1 October 2013 - 30 September 2014); First Option Period (1 October 2014 – 30 September 2015); and Second Option Period (1 October 2015 – 30 September 2016), Third Option Period (1 October 2016 – 30 September 2017). Fourth Option Period (1 October 2017 – 30 September 2018).

Services provided will include equipment and accessories, mobile wireless device services and training. Requirements are listed in attachment 1 of this statement of work per contract period.

1.1.1. The contractor shall bear all costs for activating, migrating or transferring of services from another carrier. The intent is to allow for users to retain their current cell phone numbers. The contractor shall provide a comprehensive migration plan for transferring user’s current phone to new phones. The migration plan will provide seamless service transition between service providers.

1.1.2. The contractor is required to propose domestic, long distance and international rate plans, pooled minutes plans and combinations thereof to be used under this contract. The following features shall be available on all rate plans at no additional cost: calling service (minutes) at fixed rates and calling service (pooled minutes) fixed rates. There shall be no roaming restrictions within the United States, including Guam, FSM, CNMI and Palau. There shall be no data rates charged.

1.1.2.1. Domestic: local incoming/outgoing voice minutes and/or pooled minutes, incoming/outgoing local data transfer, text messaging, local mobile to mobile voice/data, internet email, web-browsing, call-waiting, caller-ID, three-way conferencing, Digital Voicemail, Call-

N40192-13-R-8008

Forwarding, Speakerphone option and expandable home coverage. Service will not include 1-900 or collect calls. Service and equipment supporting this plan must work anywhere in Guam.

1.1.2.2. Long-Distance: long distance incoming/outgoing voice minutes, incoming/outgoing long distance data transfer, text messaging, long distance roaming, mobile to mobile voice/data, internet email, web-browsing, call-waiting, caller-ID, three-way conferencing, Digital Voicemail, Call- Forwarding, and expandable home coverage. All communication devices shall be capable of calling long distance and have international roaming, when requested by Contracting Officer or by the appointed authorized representative or stated customer’s post paid plan. Service will not include 1- 900 or collect calls. Long distance includes service to CONUS

1.1.2.3. International: international incoming/outgoing voice minutes, incoming/outgoing international data transfer, text messaging, international roaming, mobile to mobile voice/data, internet email, web-browsing, call-waiting, caller-ID, three-way conferencing, Digital Voicemail, Call-Forwarding, and expandable home coverage. Not all communication devices will require international services and such services will be left at the discretion of the customer. Service will not include 1-900 or collect calls. International Long distance shall include NON-CONUS and Outside Continental United States (OCONUS) service areas.

1.2. The contractor shall maintain their system and end-user equipment to the standards established in the company’s quality assurance program. The contractor will train users to manipulate equipment and features to their fullest extent without incurring additional expense to the Government.

1.3. Service Provider will notify the Activity Ordering Officer or Contracting Officer Representative (COR) of all planned service outages two business days prior to scheduled outage. Reports shall include: affected areas, estimated timelines, and Provider POC specific to outage.

1.4. Activation of a new mobile number must be authorized and coordinated through the individual activity’s COR, who will issue an order that expresses the requirements and provides funding so the contractor is able to fulfill the order. Handsets shall be capable of receiving service on multiple frequency bands and the associated mode of the contractor system (e.g. GSM, TDMA/AMPS, CDMA/AMPS).

Purchase of equipment will not constitute renewal of service for the purpose of exercising a termination fee.

All purchases will include a receipt at delivery. Deliveries will be completed within three business days for all new and replacement equipment. The contractor shall bear all expenses for delivery/issue of new or replacement equipment from or to the customer.

1.5. The contractor will provide ONE-NET compliant Blackberry devices and all devices proposed will include AC charger, USB connector, and hard wire earpiece, at no extra cost. Contractor will provide a price list for associated accessories including, but not limited to: automobile chargers, holster or belt-clip and case.

1.6. In order for the Government to take advantage of changing technology, the contractor shall provide upgraded services and new replacement communication devices every two years. The government shall designate the communication devices that will meet mission requirements.

1.7. Contractor will provide a description of the device’s capabilities and instructions on its use.

Contractor will provide training at no cost to the government.

1.8. The contractor will have available a minimum of bundled units of either 10 Black Berries or Cell Phone ready-to-use wireless voice communication devices and provide the capability to issue them within a 24 hour notice during local and or national emergencies.

1.9. The contractor shall provide user training for all equipment associated with this contract within two business days of delivery. The contractor shall train personnel to perform minor programming of the cellular phones assigned to the contract.

2. Place of Performance:

2.1. The Island of Guam, Continental United States and the Federated States of Micronesia, Palau, and Commonwealth of the Northern Mariana Islands.

3. Customer Service:

3.1. The contractor shall designate a Contract Manager and an alternate in writing who are experienced in the handling of US Government accounts with respect to training on the use of the devices, maintenance and minor repair of the devices, statement preparation, invoicing, unit-issue, and this statement of work.

The Contract Manager and alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The contractor shall complete all requests and notify the requester of completion within one business day from the time the contractor is contacted by any means for all issues not specified in this SOW.

3.2. The contractor shall ensure a highly trained full-time staff and a 24x7 help desk is readily available to respond to technical trouble calls. Response to trouble calls must be in real time (i.e. no automated message services) and assistance must be provided by a person, not automated help desk, in a decision-making capacity. Response to trouble calls may require emergency processing of delivery orders, issuing wireless communication devices, providing replacement units, and resolving user connection and service problems. Break/Fix requirements shall have a response time of 2 hours with a fix within 4 hours for domestic service and replace within 24 hours for international service. The contractor shall notify the Activity Ordering Officer when a condition or malfunction adversely affecting the reliability or performance of the service is found. Service outages shall generate a response within 1 hour with resolution within 4 hours.

4. Charges:

4.1. The contractor shall not charge the Government to establish or restore service, internal/external porting of telephone numbers, telephone number changes, and/or to change or activate/deactivate service features. Termination of one or more access lines/features shall be made at the end of a billing period. In cases of misuse, command withdrawal/relocation, or other mission-related situations, termination will be immediate or as directed by the Ordering Officer or Contracting Officer. In all cases billing shall be prorated for the billing period and the Government shall only be responsible and billed for the remaining units. The contractor shall activate services within 2 hours of request.

5. Quality Control:

5.1. The contractor shall submit a quality control plan/process for the timely resolution of sub-standard performance with this contract.

6. Quality Assurance/Contract Performance Surveillance Plan:

6.1. The Contracting Officer Representative designated by each activity will evaluate the contractor’s performance based on the objectives below. This evaluation shall be forwarded to the Contracting Officer prior to the exercise of any option periods.

Performance Objective Performance Threshold

Service Break/Fix requirements response time of 2 hours with a fix within 4 hours for domestic service and replace within 24 hours for international service. (Para. 4.2.)

One error per month

Service outages generate a response within 1 hour with resolution within 4 hours. (Para. 4.2.)

One error per month

Activate service on new or repaired phones within two hours.

(Para 2.1)

Two errors per month

Equipment Equipment delivered within three (3) business days of purchase (Para. 2.1)

One error per month

Contract Manager delivers equipment to customer during emergencies within three hours of contact (Based upon modification) (Para. 2.5)

0 errors

User training for all contract equipment provided within two business days of delivery or upon request

Two errors per month

7. Billing:

7.1. The Government will require a separate statement for each ordering activity (account). This statement shall be a record of service and equipment use to include, but not be limited to, a detailed record for each incoming/outgoing call, phone number and serial number. The contractor is required to manage the various accounts. The contractor shall determine the method of delivering statements to the ordering activity for services provided (such as electronic, paper or secure website). This method shall be described in the contractor’s proposal. The contractor shall invoice using Department of Defense Finance and Accounting Service Wide Area Work Flow (WAWF). Invoices must be submitted following the guidance provided per DFAR WAWF clause 252.232-7006. Invoices may be submitted as a “Navy Construction/Facilities Management Invoice (NAVCON)” or “2-in-1” invoice for services. Invoices must also include the WAWF routing matrix which shall be obtained from the ordering activity and retained for subsequent use with that activity.

7.2. Detailed airtime, data, and voice billing (per unit) will be delivered electronically on a monthly basis, no later than 15 days after invoice delivery. Data will be in format file such as Microsoft Excel, XML, Microsoft Access, or comma/tab delimited file. Invoices or billing statements are to indicate usage/costs by client line item number and device ID. Client line item numbers are provided in Attachment 0001 of this statement of work per contract period.

8. Performance of Services during Crisis Declared by the President of the United States or Secretary of Defense, Natural Disasters and other declared emergencies:

8.1. The Contractor shall use all means at their disposal to continue to provide service, in accordance with Department of Defense Instruction (DODI) 3020.37 and Navy implementation thereof and the terms and conditions of the contract during periods of crisis, until appropriately released or evacuated by the local military authority. In the event of a contingency or natural disaster the contractor will deliver up to bundled units of either 10 Black Berries or Cell Phone ready-to-use handsets, and provide the capability to issue them within 24 hours of request to JRM. These handsets will be returned at the end of the contingency or 150 days of receipt, whichever is less. Each handset will have a spare battery, desktop charger, car charger, and case with belt clip. The charger must be capable of charging spare batteries without requiring the handset to be hooked to the charger.