ATTACHMENT A - NRC-HQ-11-R-33-0072 IDIQ CONTRACT STATEMENT OF WORK.pdf

Solicitation Attachment A IDIQ Statement of Work

Table of Contents 1 Introduction

1.1 Background

1.2 Scope

1.3 Objectives

1.4 Period of Performance

2 Current Environment

2.1 Staff Levels

2.2 Work Locations

2.3 Current Operational Environment

3 Requirements

3.1 Basic Contract Services

3.1.1 Installation/Repair/Maintenance

3.1.2 Cable Plant

3.1.3 Cable Drops

3.1.4 Infrastructure Hardware

3.1.5 Terminal Equipment (handsets, conference phones, faxes, modems, etc.)

3.1.6 Broadband Video /Cable TV Distribution System

3.1.7 Voice Mail

3.1.8 Moves, Adds, Changes, and Disconnects (MACDs)

3.2 Operations and Maintenance

3.2.1 Customer Service

3.2.2 Configuration and Property Management

3.2.3 Facilities

3.3 General Management Requirements

3.3.1 Assurance

3.3.2 Drawings

3.3.3 Construction Requirements

3.3.4 Telecommunications Facilities Management

3.3.5 Equipment Repair

3.3.6 Project Management and Reporting

3.3.7 Staffing

3.3.8 Contractor Conduct

3.3.9 Unique Services

3.3.10 Contractor Supplied Supplies and Services

3.3.11 Clean Up

4 Resources

4.1 Tools

4.2 Documentation

5 Hours of Work

5.1 Regular Hours

5.2 On-Call Requirements

6 Reimbursable Contract Services for New Locations

7 Performance Measures

8 Standards and References

9 Appendix 1

1 Introduction

1.1 Background

The mission of the U.S. Nuclear Regulatory Commission (NRC) is to license and regulate the Nation's civilian use of byproduct, source, and special nuclear materials to ensure adequate protection of public health and safety, promote the common defense and security, and protect the environment. The NRC's scope of responsibility includes regulation of commercial nuclear power plants; research, test, and training reactors; nuclear fuel cycle facilities (also called fuel cycle facilities); medical, academic, and industrial uses of radioactive materials; and the trans-port, storage, and disposal of radioactive materials and wastes. The NRC's regulations are de-signed to protect the public and occupational workers from radiation hazards in those industries using radioactive materials.

The NRC Headquarters (HQ) is located in multiple office buildings, primarily in Rockville, MD.

The majority of NRC personnel work in the White Flint North office complex consisting of two buildings - One White Flint North (OWFN) and Two White Flint North (TWFN). Other NRC HQ offices exist in both Rockville and Bethesda. The establishment of a Three White Flint North (3WFN) building is under development (see section 2 Current Environment).

1.2 Scope

To cost-effectively marshal resources, the NRC must maintain its telecommunications systems which support data, voice, and video communications. The NRC Office of Information Services (OIS) is responsible for managing NRC information resources. The OIS provides a wide range of services, such as information systems development and maintenance, and the acquisition, management, and support of telecommunications resources. The contractor shall provide all services and the supplies required to support the NRC in providing day to day telecommunica-tions support services as described herein.

1.3 Objectives

The objective of this IDIQ contract is to potentially acquire a full scope of telecommunications systems support for NRC Headquarters. The objectives for this acquisition may include:

1. Acquire comprehensive operational support services for data, voice, and cable TV/broadband services located in the Headquarters (HQ) buildings.

2. Acquire infrastructure wiring services between devices such as hubs, routers, servers, desktop workstations, televisions, antennas, and telephones.

3. Acquire services to implement new telecommunication requirements as they develop in NRC HQ buildings.

4. Acquire periodic reports such as the status of telecommunications wiring closets, pro-tective distribution systems, emergency telephones, spare telephones/equipment, fax inventory, and Centrex line reports.

5. Acquire services to ensure that disruptions to voice, data, and cable TV distribution sys-tems have minimal downtime and impact on NRC users.

6. Acquire services to manage an accurate, reliable, and complete inventory of Govern-ment furnished equipment.

7. Acquire services to ensure an effective quality assurance program that ensures conti-nuous improvement in support of the business needs of the NRC users.

8. Acquire services to administer and maintain the NRC HQ’s voicemail system and voice-mail boxes.

1.4 Period of Performance

It is the NRC’s intent to award an Indefinite-Delivery, Indefinite-Quantity (IDIQ) contract for a period of one base year and four one-year options to extend the term of the contract. The base period will be December 1, 2011 – November 30, 2012.

2 Current Environment

2.1 Staff Levels

The current NRC level of 5,000 users (including both NRC employees and contractors) is ex-pected to grow at a rate of 3% per year. This growth is not guaranteed but should be considered for planning purposes.

2.2 Work Locations

The contractor shall provide day-to-day telecommunications support services as described herein at the following potential locations. Personnel and square footage numbers are ap-proximate:

Name Address One White Flint North (OWFN) Personnel: 1500 Square Footage: 120,000

11555 Rockville Pike Rockville, MD 20852

Two White Flint North (TWFN) Personnel: 1500 Square Footage: 120,000

11545 Rockville Pike Rockville, MD 208520

Three White Flint North (3WFN - “Under Con-struction” – planned to be completed in 2012)

11601 Landsdown St.

Rockville, MD 20852

Name Address Personnel: 1500 Square Footage: 120,000 NRC Professional Development Center (Inte-rim Location) Personnel: 80 Square Footage: 10,000 Note: This location will eventually close after the new 3WFN building is completed and occupants move into that new building.

7201 Wisconsin Ave., Gateway Bldg., Suite 425 Bethesda, MD 20814

NRC Warehouse Personnel: 6 Square Footage: 720

5008 Boiling Brook Parkway Rockville, MD 20852

NRC Office of Nuclear Material Safety and Sa-feguards (interim Location) Personnel: 260 Square Footage: 45,000 Note: This location will eventually close after the new 3WFN building is completed and occupants move into that new building.

6003 Executive Blvd.

NRC Office of Administration (Interim Loca-tion) Personnel: 300 Square Footage: 35,000 Note: This location will eventually close after the new 3WFN building is completed and occupants move into that new building.

12300 Twinbrook Parkway

NRC Office of Research (Interim Location) Personnel: 200 Square Footage: 64,000 Note: This location will eventually close after the new 3WFN building is completed and occupants move into that new building.

21 Church St.

Rockville, MD 20850

2.3 Current Operational Environment

The Contractor shall place its personnel at OWFN, TWFN, and 3WFN only and provide support to the other headquarters offices on an as needed basis as determined by the NRC PO.

The Office of Information Services, Infrastructure and Computer Operations Division, Computer Operations and Telecommunications Branch, (OIS/ICOD/COTB), provides telecommunications services supporting voice, data and video communications at NRC headquarters buildings. The main NRC headquarters complex facility, OWFN, is composed of an 18 story building with four sub-levels and, TWFN, a 10 story building with five sub-levels. The telecommunications infra-structure is supported by an ANSI/TIA/EIA-568A structured cable plant with approximately 600 plus miles of Category 3 and Category 5 unshielded twisted pair (UTP), coaxial and multi-mode fiber optic cables. The physical wiring media provides the physical connection between devic-es, such as hubs, routers, servers, desktop workstations, televisions, antennas and telephones.

This wiring infrastructure supports or connects to the following approximate quantities:

7000 network (LAN) drops 142 Safeguards LAN and Electronic Safe (SLES) wireless network CAT-6 drops 132 count single mode fiber optic backbone cabling (SLES) 6000 voice drops comprised of:

o 4000 Centrex analog lines o 2000 Centrex ISDN-BRI lines

A campus-wide multi-mode (62.5 - 125) fiber optic backbone 12 point-to-point DS-3 circuits 1 Frame Relay circuit (DS-1) 2 Multiprotocol Label Switching (MPLS) circuits at DS-3 line rate 1 DS-1 point-to-point circuit 26 Primary Rate Interface (PRI) circuits 24 Tri-Basic Rate Interface (Tri-BRI) circuits Local broadcast video distribution system headend and Cable TV distribution system that spans both OWFN and TWFN Cable TV distribution system in interim buildings.

ADTRAN Voicemail System

The OWFN and TWFN complex is the central hub site of the agency’s Wide Area Network (WAN) that consists of multiple Local Area Networks (LANs). The NRC utilizes communications links of various speeds and protocols (OC-3, DS-1, DS-3, Frame Relay etc.) to support the WAN. The WAN supports communications with other Federal Agencies and National Laborato-ries to enhance and support the agency's corporate data platforms as well as perform complex mathematical and scientific modeling related to the production of nuclear energy and emergen-cy response activities.

The local broadcast video cable distribution system and headend (Hybrid 50-750 Mhz) is a coaxial cable distribution system which collects signals from commercial television program-ming, local cable TV programming, satellite receiving stations, and locally originated program-ming. The signal is distributed to individual subscribers within the OWFN and TWFN buildings.

The Cable TV distribution system is a coaxial cable distribution system that distributes local cable TV programming throughout interim buildings.

For voice and metropolitan WAN data services at the headquarters location, the NRC partici-pates in the GSA Washington Interagency Telecommunications System (WITS3) and Federal Technology Service (FTS2001) and Networx programs that provide for local and long distance telecommunications services to federal customers.

3 Requirements This section sets forth the roles and responsibilities required to support the NRC Telecommuni-cations System. This SOW provides for day-to-day operational support and telecommunica-tions system implementation projects that require support.

The NRC’s PO will provide frequent inputs to the contractor regarding work prioritization. .

In compliance with the service level requirements (see below), the Contractor shall provide the technical skills, oversight, and tools necessary to support the NRC’s telecommunications ser-vices. The Contractor shall provide timely diagnosis and resolution of any maintenance re-quests that occur as a result of the NRC Telecommunications System failure. The Contractor shall identify, isolate, track, report, and resolve all problems with the NRC Telecommunications Services. The Contractor shall schedule and provide routine preventative maintenance, and to prolong the useful life of all equipment as required by the manufacturer.

Note: For the purposes of this document, references to the NRC’s Magic trouble ticketing sys-tem should be construed to refer to either that system or any replacement system authorized by the NRC.

All Secure LAN and Electronic Safe (SLES) efforts described within this document have also been included as a possible additional task that may or may not be exercised under the IT Infra-structure and Support Services (ITISS) contract to be awarded in FY 11. The TOSS offeror is required to price SLES support separately in their offer on a monthly basis and the contract will include language allowing the NRC to discontinue the SLES support functions with a notice of one month to the TOSS contractor.

3.1 Basic Contract Services

This section prescribes the work to be performed as well as the technical and operational para-meters to be met in satisfying the requirements. This task requires on-site, day to day telecom-munications support services at NRC headquarters and the locations listed in the contract as being service locations to provide the following services:

3.1.1 Installation/Repair/Maintenance

The contractor shall:

• Perform reconfiguration, limited installation, troubleshooting, diagnostics and mainten-ance of the existing cable infrastructure plant supporting voice, data, wireless networks, local cable TV (CATV) distribution system and video. This task provides for the installa-tion, maintenance, upgrade, expansion, addition and replacement of all cable plant components including but not limited to cable, connectors, termination blocks, equip-ment cabinets, patch panels, patch cords, work area line cords and telecommunications grounding systems as needed. NRC would provide all products valued in excess of the micro purchase threshold to the contractor as Government furnished property. Prod-ucts valued up to the micro-purchase threshold may be procured as other direct costs under and individual task order as long as advance written approval was obtained from the NRC PO before the products were procured and funding is obligated on the task or-der for other direct costs.

• Install, troubleshoot, diagnose and maintain NRC voice, analog and digital, telephone service (dial tone) and all of its component systems and equipment starting at the Ser-vice Provider (SP) demarcation point of presence up to and including the telephone instrument.

• Troubleshoot telecommunications systems, equipment and networks. Recommend routine and remedial action to correct failures or shortcomings. Work with the Gov-ernment's local and long distance service providers to resolve operating issues in re-sponse to a trouble request. Perform routine and remedial limited maintenance pro-cedures to the board level.

• Develop and submit a recommendation to the NRC PO for preventive maintenance action plan for those systems under the contractor's purview as directed by this or-der.

• Install/uninstall audio conference speakerphones as needed by customer.

• Prepare individual orders for new service, reconfiguration of individual lines and pro-vision of new services and features using Verizon Service@oncesm administration system.

• Install, troubleshoot, diagnose and maintain all communications circuits, links, lines and related government furnished equipment (GFE) communications equipment used to support voice and data services/communications.

• Install, troubleshoot, diagnose, and maintain SLES network cabling by using the proper equipment such as fiber-optic tester, fusion splicer, transmission test set, etc. Ensure the correct transmission levels are maintained during installation and after troubleshooting any problems.

• Provide first-look troubleshooting, administration, diagnostics, and maintenance of the NRC voicemail system. Contractor will notify voicemail vendor of any system outages that require in-depth troubleshooting.

Note: This acquisition does not maintenance support for NRC switches, hubs, routers, personal include troubleshooting, diagnostics and computer systems, LAN/WAN network administration, or operation and maintenance of LAN/WAN systems such as network hubs, switches, routers or personal computer systems that are supported under the NRC Information Technology Infrastructure and Support Services (ITISS) contract arrangement.

3.1.2 Cable Plant

The contractor shall:

• Maintain the NRC’s cable infrastructure supporting NRC voice communications, the LAN/WAN data network, and the broadband video and Cable TV distribution system.

This requirement provides for the maintenance of all cable plant components including but not limited to cable, connectors, termination blocks, equipment cabinets, patch pa-nels, patch cords, ground systems and power supplies as needed.

• Provide all tools, software, and equipment necessary to maintain the cable plant and all its components. This includes replacement of damaged components.

• Perform Voice over Internet Protocol (VoIP) and/or Power over Ethernet (POE) technology related requirements.

• Ensure cable infrastructure can support new technology, which will allow vendor to complete Moves, Adds, Changes, & Disconnects (MACDs) if/when this transition occurs.

• Maintain the telecommunications infrastructure database containing cable plant records, telephone and circuit assignments, cable numbers, size, pairs assigned and related information. Recorded information shall include but is not limited to the following:

o Outlet Number o Building/Room o Riser Pairs/House Pairs o Closet Location o Patch Panel Location(s) o Hardware component information including: component name, location, model number, version or revision number, serial number, NRC GFE tag number, setup, and hardware and software information such as port number or interrupt.

3.1.3 Cable Drops

The Contractor shall:

• Ensure all cable drops are clearly labeled

• Ensure installation of additional telecommunications cabling as expansion of the exist-ing cable plant supporting new voice, data and video requirements.

• Develop standard cabling configurations; the selection and implementation of new standards (testing, interfaces, multiple access units, wire-types, cable-types, fiber-types, connectors, switches, protocols, etc.).

• Be responsible for the installation and cabling of new telecommunications devices in-cluded but not limited to, multiplexers, switches, concentrators, and hubs.

3.1.4 Infrastructure Hardware

The Contractor shall:

• Maintain infrastructure hardware according to the manufacture’s specifications.

• Coordinate with other contractors may be supplying manufacturer related support ser-vices.

• Procure telecommunications materials and hardware required for the direct support of the telecommunications systems and requirements as described in Section 2.3 of this SOW. See Appendix 1 for a list to include but not limited to the recommended materials may be required to support this requirement.

• Procure the agreed upon hardware under the contract.

• Submit a Purchase Request Authorization (PRA) to the NRC PO for approval to main-tain minimum levels of shop stores/spares in support of the requirements of this con-tract. Each PRA shall include the following information to include but not limited to:

o Purchase Request Authorization number assigned by the contractor o Vendor item description, o Unit price o Total price o Quotes or offers solicited and obtained from other known sources

• The Contractor will be reimbursed for their actual cost of

• The NRC PO shall provide prior written approval to the contractor for all contractor pro-curement actions under a given task order for purchases of products or services up to the micro-purchase threshold.

materials, equipment and shipping charges, plus G&A burden, if applicable, but excluding profit/fee.

3.1.5 Terminal Equipment (handsets, conference phones, faxes, modems, etc.)

The contractor shall:

• Maintain all NRC Telecommunications Services terminal equipment. This includes tele-phone handsets, conference phones, fax machines and modems. In addition to the general requirements stated in section 3, the contractor shall provide all tools, software, and equipment necessary to maintain the terminal equipment.

3.1.6 Broadband Video /Cable TV Distribution System

The contractor shall:

• Perform installation, limited diagnostics and maintenance and repair of Broadband Video/CATV video distribution cable plant including all of its component systems and equipment from the workstation to the Broadband/CATV head-end.

3.1.7 Voice Mail

The contractor shall:

• Administer and manage the agency voice mail system to include but not limited to:

o Create, move, delete and manage voice mailboxes o Manage and update the voice mail system database o Reset voice mail user passwords o Manage voice mail box parameters (size, message length, etc.)

o Provide ad-hoc reports as needed o Interface with the NRC customer base to provide assistance in the use of the system and resolve customer voice mail related issues o Work with the NRC's voice mail maintenance contractor to perform maintenance and repairs in support of the NRC's goals and objectives for this system.

3.1.8 Moves, Adds, Changes, and Disconnects (MACDs)

• Manage and coordinate MACDs for voice, data, Secure LAN/Electronic Safe (SLES), local CATV distribution system, and video services

• Utilize the NRC Customer Support Center (CSC) MagicTM or other agency approved tracking system, to track requests and ensure that all requests for service and problems are responded to in a timely manner and properly closed out in the tracking system when completed.

• Re-assign problems, which are outside of the telecommunications infrastructure, to the CSC for assignment to another support group. The re-assignment of a ticket needs to include ticket information noting the reason for being reassigned (e.g., Network Opera-tions Center, Network Administrator, PC support, etc.)

• Perform order entry activities including using the local service provider's ordering and provisioning system to place requests for MACDs to the existing agency procured lo-cal services. The contractor shall confirm receipt of new services, service changes and the disconnect of services based upon a valid NRC order. The NRC currently uses the Verizon WITS 3 Customer Service Web portal, which provides access to Service@oncesm for these purposes.

• Support the installation of future telecommunications components as they are identified and required by the NRC.

3.2 Operations and Maintenance

The contractor shall provide on-site, day-to-day support for the Telecommunications System at NRC Headquarters. Support includes, but is not limited to: managing and administering re-quests for service, tracking service problems, providing information on configuration changes, and supporting the NRC in planning and implementing Moves/Adds/Changes/Disconnects (MACDs) to the Telecommunications System. The mix of hardware components will change as the telecommunications infrastructure evolves over the period of this contract to meet the NRC's changing requirements.

3.2.1 Customer Service

3.2.1.1 Requests for Service

Requests for Service usually are for a planned future activity. They differ from failures in that they normally do not require immediate response.

The contractor shall:

• Respond to requests for services from the NRC CSC which serves as the primary point of contact for requesting support services from the Office of Information Services (OIS).

• Perform routine services on the Telecommunications System, such as installing, de-installing or moving telephone or workstation cabling. Under normal conditions, these activities shall be completed within five (5) working days of the receipt of the request or as specified in the work order. Employee moves shall be completed within ten working days or as specified in the work order. The NRC may re-prioritize work requests for ser-vice as necessary to satisfy the NRC mission.

• Make any necessary agency approved infrastructure changes and be responsible for providing up-to-date Telecommunications System configuration information to the NRC.

• Coordinate the scheduling of work with other groups performing complementary services, i.e. furniture movers, electricians, network workstation and server support con-tractors, etc. to the extent possible to ensure a successful completion of the service re-quest and a satisfied customer.

3.2.1.2 Trouble Resolution

Troubles with the telecommunication infrastructure are generally reported by users to the NRC's CSC. The CSC Help Desk provides a single point of contact for Headquarters user questions and service requests, coordinates support activities with other support components, and confirms customer satisfaction with service provided. This is the initial point of contact for end-user problem reporting. The contractor will generally receive trouble tickets directly from the CSC, via the MagicTM trouble ticket system and shall respond with the appropriate actions and update the ticket with the appropriate status information.

During the Principal Period of Maintenance (PPM) the contractor shall:

• Provide qualified on-site personnel to identify and correct telecommunications service problems and satisfy the hardware maintenance response and Telecommunications System availability requirements specified in the following paragraphs. For this contract, the Principal Period of Maintenance (PPM) is defined as 6:00am to 6:00pm

• Perform trouble and/or fault isolation and diagnostic testing for the Telecommunica-tions System equipment supporting analog and digital voice, data and video require-ments. Adjustments or minor repairs that do not interfere with any warranty program are permitted. A complete list of those items under warranty will be provided to the contractor upon contract award.

Eastern Standard Time, Monday through Friday excluding government holidays.

• Maintenance of all components will be limited to replacing user accessible parts (e.g., system cards, power supplies, etc. that do not require more than the removal of a chassis cover) or entire units as appropriate, or sending units out for repair under war-ranty or NRC authorized purchase agreements. Contractor performed board-level re-pairs or repairs requiring specialized tools or equipment will not be requirements as part of this task order.

• Respond to trouble tickets initiated by the CSC and/or notification of an existing trouble by the NRC PO and other parties identified by the NRC PO. In the case of notification of an existing trouble by the NRC PO and other parties identified by the NRC PO, the Contractor shall record the information into the MagicTM trouble ticket system by open-ing a new ticket for the reported trouble. For those tickets "owned by" or assigned to the contractor, the contractor shall serve as the "customer advocate" and information focal point until the problem is resolved.

• Coordinate with the CSC, the agency customer, and other contractors as required to resolve problems

• Update the trouble tickets to include updated information regarding the status of the repair/restoration.

NOTE: The focal point for prioritizing problems shall be the NRC PO or their for-mally designated alternate PO. The status of all open telecommunications infra-structure related problems shall be tracked and reported to the NRC PO weekly with plans for resolution.

3.2.1.2.1 Failure Definitions

Maintenance response and service restoration time requirements are dependent on the classification of the failure. There are two failure classifications - critical and non-critical.

• Critical failures are defined as failures of voice or network components that affect more than one user. Excluded are "new" features implemented for less than a week or any system or telecommunications program that is identified as a “pilot”.

• Non-critical failures are those that affect only a single user or new functions under test.

3.2.1.2.2 Escalation Requirements

Response time and efficiency of service restoration affect network availability.

The contractor shall:

• Utilize standard procedures requiring the on-site technician to escalate the priority of a task after one hour of work. For example, if the on-site contractor person has not identi-fied the specific problem and determined the exact fix, or cannot identify the immediate resolution of a problem at the end of the first hour, then they should escalate the situa-tion to their supervisor. If the problem has not been resolved at the end of the second hour, the contractor shall request assistance from the NRC PO.

NOTE: The contractor shall immediately notify the NRC PO or their for-mally appointed alternate PO of all critical failures.

3.2.1.2.3 Non-critical failures

• Restore service within four hours elapsed time within the PPM (or at a later time as ap-proved in writing by the NRC PO). For example, a failure reported to the contractor at 5:00pm on Friday shall be repaired by 9:00am Monday based on one hour Friday (5:00pm to 6:00pm) and three hours Monday (6:00am to 9:00am).

3.2.1.2.4 Critical failures

The contractor shall:

• Prioritize service restoral regardless of the time of day or day of the week.

• Respond within 1 hour to a critical failure that occurs during the PPM.

• Respond within two hours of being notified of a critical failure that occurs outside the

PPM.

• Prepare to work until service is restored. If equipment repair would take longer than the replacement of the network component with a functional substitute, the substitute shall be used.

3.2.1.3 Maintenance Reporting Requirements

Whenever the contractor is called to make a repair, the contractor shall:

• Open a trouble ticket in the CSC tracking system. The CSC tracking system is the cur-rent, designated problem tracking system at the NRC. In the future, other trouble ticket systems may be developed and used by the NRC.

• Use the CSC tracking system to document maintenance coordination with the NRC and other contractors and, when the problem is resolved, close out the trouble ticket.

• Document all trouble calls and the substitution of equipment using NRC forms and me-thods to document maintenance calls handled and maintenance actions taken (The NRC forms and methods will be provided and specified in the Task Orders issued under this contract). All such documentation shall be monitored for trend analysis and provided in the monthly status report to the NRC PO or their formally appointed alternate PO.

• Obtain written approval from the NRC PO or their formally appointed alternate PO prior to performing maintenance if:

o The cumulative cost of the repairs exceeds the cost of replacement hardware for the affected service being repaired.

o The cost to repair is expected to exceed $200; and/or o The estimated problem resolution time is expected to exceed the allowed service restoration time limits delineated in Section 3.2.1.2.

o There is a need to perform disruptive testing on a marginal circuit or system. The NRC PO will submit an "emergency Technical Change Request (TCR) to the OIS Operations Configuration Control Board (Ops CCB). The Ops CCB will review TCR to assure the proper coordination for maintenance and repair and that all check list items are complete. If there are no issues or problems the TCR should be approved. Other requests where the maintenance /testing can be planned in advance should be submitted to the normal TCR process.

• Provide the following information to the NRC PO for submission of the TCR:

o Details of the suspected failure o Impact the testing will have on users o Testing plan including estimated duration

3.2.2 Configuration and Property Management

The contractor shall:

• Develop, implement, document and maintain telecommunications infrastructure da-tabase containing telephone and circuit assignments, cable plant records, cable numbers, size, pairs assigned and related information.

• Provide quarterly audit of telephone and circuit assignment inventory to include the fol-lowing:

o Compare local inventory records to service provider inventory records. Pro-vide report detailing discrepancies for submission to service provider for in-voice correction.

o Update inventory circuit report detailing circuit identification number(s), loca-tion (building and room number), system supported and system administrator and telephone number.

• Develop and maintain telecommunications system, project drawings, as well as as-builts depicting the routing of cables, placement of terminals, splice points, and all major telecommunications system components.

• Perform routine regularly scheduled inspections, testing and reporting of certain cable plant networks and safety equipment; i.e. elevator emergency telephones, secure ca-ble plant Protected Distribution System (PDS), Firestop, etc.

• Develop and submit to the Government a recommendation for preventive mainten-ance action plan for those systems under the Contractor's purview as directed by this order.

• Develop a list of materials and hardware recommending minimum levels of shop stores/spares to establish a minimum cache of spare parts to support the require-ments of this contract.

• Perform inventory management, and warehousing distribution functions for all materials and hardware supplied by the NRC for the contractors use, infrastructure items permanently/temporarily under the contractors control and items procured by the con-tractor for the NRC.

• This activity covers all information processing for assets within the supply chain such as order taking and placement, receipt and issue, warehousing, location of inventory, inven-tory management, warranty information management, asset visibility and tracking, elec-tronic commerce links, supply chain decision support tools and providing advice to all in the supply chain.

3.2.3 Facilities

The contractor shall:

• Keep all NRC facilities free from obstructions and practice safe work practices.

• Provide weekly reports on the status of telecommunications wiring closets.

• Maintain equipment according original equipment manufacturer specifications.

3.3 General Management Requirements

3.3.1 Assurance

The NRC is very concerned that the support supplied by the contractor shall be of the highest possible quality. To ensure the highest possible quality, the contractor shall address quality as an implied component of all other tasks and services requested in this statement of work and delivered throughout the life of the contract.

NRC's goal is to provide the highest customer satisfaction to its end-users, its licensees, and the general public accessing NRC systems. The contractor shall provide support that enables highest possible level of quality to be attained. Workmanship performance for all contractor efforts shall comply with current government and industry standards delineated in Section 8 of this IDIQ SOW.

The contractor shall utilize a quality assurance program through which all products and services must pass prior to delivery to the Government. The contractor shall establish quality assurance methods and procedures which demonstrate a commitment to ensuring the ability to deliver to the Government the best quality products and services, and in developing improvements in per-formance, productivity and management of this contract. The contractor's quality assurance program shall establish, document and maintain a system of records to allow the monitoring of the quality assurance program effectiveness. The records shall be maintained at the contrac-tor's task site(s) location. Access to such records will be provided to authorized the NRC PO.

Quality assurance records maintained will document the quality assurance process the contrac-tor followed to ensure that all tasks, including all products and services under each task, represented the best product the contractor was capable of delivering.

3.3.2 Drawings

The contractor shall, upon completion of each task/project requiring changes to the telecom-munications infrastructure, update the existing NRC as-built drawings with Microsoft Visio to show the changes to the floor-plans, routing of cables, placement of terminals, all splice points, and all major components in accordance with the work request.

3.3.3 Construction Requirements

The contractor may be required to install outlets, connectors and cable terminations in the NRC facilities as prescribed in references listed in Section 8, Standards and References. This may include installation in walls, workstation conduits or troughs. The contractor shall use care and adhere to applicable safety standards in the removal and replacement of ceiling tiles. The con-tractor shall repair and return to original condition, all surfaces (to include, but not limited to floors, walls, ceilings, doors and windows) which are damaged or marred by contractor person-nel.

The contractor shall ensure all work areas are left broom-clean and free of debris at the end of each task or workday. Upon completion of the project, all tools, equipment, and excess mate-rials shall be removed from the work site by the Contractor.

3.3.3.1 NRC Building Permit Authorization (Facility Services) The contractor shall obtain an NRC Building Permit Authorization from the NRC PO or their for-mally designated alternate PO prior to the use of all chemicals, welding, soldering, work on or near fire alarm systems, construction, renovations, building alterations, and any other work which may disrupt building occupants.

3.3.3.2 NRC Low-Voltage Permit Authorization (Montgomery County) The contractor shall obtain a Low-Voltage Permit Authorization from the Montgomery County, Maryland government permit office whenever cabling is installed during construction/renovation projects in TWFN and interim buildings.

3.3.4 Telecommunications Facilities Management

3.3.4.1 Housekeeping

The contractor shall ensure all telecommunications facilities and storage areas are maintained in a clean and orderly fashion, broom-clean and free of debris and trash. The contractor shall inspect all telecommunications facilities weekly to ensure:

• Debris and trash have been removed

• Lighting is operational

• Locks are operational

• Floors are broom-clean and free of debris and trash

The contractor shall request support from the NRC PO for NRC building services for all main-tenance and repairs of building items in telecommunications facilities such as lighting, locks and floor clearing. The contractor shall provide status of each room including all pending main-tenance and repairs actions on a weekly basis by email to the NRC PO.

3.3.4.2 Telecommunications Facilities Physical Security

The contractor personnel must ensure that the Telephone Closet doors must, remain closed at all times. Telephone and CPU Room (LAN Wiring Closets) are not to be propped open at any time unless required to complete ongoing work. These facilities are not to be left unattended for any reason while doors are propped open.

The contractor must inspect all Telephone Closet doors inspecting all badge readers weekly to ensure their proper operation and notify the NRC PO by email at the completion of each week's inspection. Reporting format will be provided by the NRC PO.

Telecommunications Equipment Rooms (OP 1-11 and TP2-11 and Telephone Closet doors) may not be propped open at any time unless required to complete ongoing work. These facilities may not be left unattended for any reason while doors are propped open.

The Office of Administration, Division of Facilities and Security, Security Branch (DFS/SB) may issue a security infraction to contractor if it does not adhere to the security requirement to keep the telephone closet doors locked when responsibility for having left a Telephone Closet or CPU Room door can be assigned to a specific individual. Management Directive 12.1, Part V, "Infrac-tions and Violations," (A)(2)(a)(I), (ii) contains the policy by which NRC and contractor em-ployees may be issued a security infraction for "failure to comply with NRC security require-ments and procedures." Additional information regarding the security of these facilities may be found in NRC Management Directive, Volume 12, "Security NRC Facility Security Program Handbook 12.1 Part III.”

3.3.5 Equipment Repair

The contractor shall coordinate, through the NRC PO or their designated alternate PO, the repair of telecommunications equipment according to instructions received from the appropri-ate manufacturer or vendor. The contractor shall maintain a record and monitor the status of all telecommunications equipment returned to the manufacturer or vendor for repair or re-placement, until restored to operation.

3.3.6 Project Management and Reporting

The contractor shall provide personnel resources, management systems, and facilities to suc-cessfully plan, organize, staff, direct, and control the work effort for the implementation of this contract.

The contractor shall maintain relevant task and project data within the NRC’s Enterprise Project Management (EPM) system, participate in weekly meetings with other support contractor help desks, weekly meetings with the NRC POand other formal meetings as required by the NRC PO. The Contractor shall provide daily “Plan of the Day” reports to the NRC PO in advance of planned activities, as well as monthly progress and financial performance information for all ac-tivities under the contract in the Monthly Technical and Financial Status Reports.

3.3.7 Staffing

The contractor shall provide the NRC PO with a roster of its personnel assigned to respond to after-hour’s requirements and emergencies. The contractor would be contacted by the NRC PO or Alternate PO, and the contractor shall then be responsible for contacting its on-call person-nel.

3.3.8 Contractor Conduct

3.3.8.1 Performance and Conduct

The contractor shall perform all work under this acquisition in a professional manner. The Gov-ernment reserves the right to require the contractor to remove any contractor personnel that are identified by the NRC PO or Alternate PO as not conforming to required safety standards, who is officially cited for performing or acting in an objectionable manner, thus effecting the work or safety of others, breaching security requirements or otherwise is considered by NRC to pose significant risk to the NRC and/or personnel in the contractor’s work environment. Such notice will normally be presented in writing by the contracting officer (except in cases of emergency or in cases where NRC staff are in potential dander).

The Government has a zero tolerance for sexual harassment. Contractor personnel shall there-fore be expected to refrain from any behavior that may be considered to be sexual harassment, e.g. sexual advances and/or harassing any building occupants or other offensive conduct.

3.3.8.2 Safety Standards

The contractor shall adhere to Public Law 91-596, 1926.956, 1910.146 Occupational Safety and Health Administration (OSHA) standards, and Telecommunication Standard 29CFR 1910.268, as well as local government fire and safety regulations for the applicable NRC site.

3.3.8.2.1 Mishap Reporting

The contractor shall report to the NRC PO or Alternate PO all Contractor related mishaps which results in personal injury, Government property damage, and/or financial loss due to the work performed. The contractor shall, in coordination with the NRC PO or Alternate PO, secure the mishap scene and impound immediately the wreckage and all related documentation until re-leased by the Government Investigating Safety Office. Such release will be accomplished through the NRC Safety Officer. The contractor shall cooperate with the Government, as re-quired, in the mishap investigation by all Government organizations.

3.3.8.2.2 Safety and Health

The contractor shall, through coordination with the NRC PO or Alternate PO, meet with local Safety and Bioenvironmental Personnel during the site surveys to determine any potential is-sues with the projected work areas that may contain asbestos, hazardous materials, or ha-zardous wastes. The contractor shall follow applicable laws, regulations or other procedures that pertain to safety and health.

3.3.8.2.3 Safety Requirements for Construction

The contractor shall obtain an NRC Building Permit Authorization from the NRC PO or Alter-nate PO and approval from the NRC PO or Alternate PO prior to any trenching, digging, ex-cavating or any other work which may disrupt building occupants.

The contractor shall also contact Miss Utility at least 5 days in advance of the planned work to allow time for marking. If a utility line is accidentally damaged (nicked, scraped or broken), dis-located or disturbed, call the appropriate utility company immediately (DO NOT call Miss Utility) for inspection and repair. After the appropriate utility has been notified, contact the Security Emergency Line on 415-2000 and the NRC PO or Alternate PO.

The contractor shall ensure all open trenches and open holes are properly protected by use of barricades and warning signs. At night, the installed barricades shall be equipped with a flashing light. The contractor, through the NRC PO or Alternate NRC PO, shall coordinate with the local Safety and Health Officials (for procedures and testing on entering confined spaces) prior to en-try into any confined spaces (e.g., manholes, tunnels, vaults, etc.) and take necessary precau-tion(s) as required.

3.3.8.2.4 Disposal of Waste Material

All Government-owned condemned or salvageable materials and all debris resulting from the execution of a Government site via this contract shall be disposed of by the contractor as fol-lows:

3.3.8.2.4.1 Disposition of Recovered Material

Contractor shall dispose of all Government-owned, condemned materials recovered in the course of the performance of this contract as directed by the NRC PO following local govern-ment procedures. In no case shall salvageable materials be disposed of in Government waste containers.

3.3.8.2.4.2 Debris

The contractor shall remove all debris and scrap wire and installation materials generated in the performance of this specification on a daily basis. Trash/debris not authorized by the Office of Administration to be disposed of in Government waste containers shall be disposed of off-site, as needed following local government procedures.

3.3.9 Unique Services

Services needed to support the other HQ locations are unique as compared to services pro-vided to support the existing HQ locations since it may involve design and technical expertise in multimedia/audiovisual, IT/telecommunications, Cable TV distribution, building security, and acoustics as they apply to facility or campus space planning and telecommunications infrastruc-ture design and engineering.

3.3.10 Contractor Supplied Supplies and Services

The contractor shall furnish all personnel, supervision, management, test equipment and tools. The contractor shall mark all company tools with a company tag as appropriate. In-stallation, maintenance materials and parts required for contractor personnel to perform work on this contract will be procured by the contractor as delineated in Section 3.

3.3.11 Clean Up

The contractor shall maintain his installation and storage areas free from accumulation of waste material and rubbish. Upon completion of all work or the end of the work day, all tools, equipment, and materials shall be stored in a secure area. After completion, the work areas shall be left in a clean and unobstructed condition.

4 Resources

4.1 Tools

The contractor shall provide all tools and test equipment required to meet the requirements of this contract.

4.2 Documentation

The NRC PO or Alternate PO will provide the contractor with all available documentation, soft-ware manuals, diagnostic routines, warranty information, equipment configurations and any oth-er available information necessary to perform service under this contract. All documentation provided to the contractor will remain the property of the NRC.

5 Hours of Work

5.1 Regular Hours

The contractor shall maintain a staff and office telephone coverage within the Headquarters buildings during the Principal Period of Maintenance (PPM).

In addition, installations may be scheduled outside of the PPM to avoid service interruptions.

These will be scheduled ahead of time and agreed to in writing by the NRC PO.

NRC closes to observe the following holidays, and no contractor performance would be required on these holidays (or other days that may be specified by the Government to observe those hol-idays):

a. New Year's Day

b. Inauguration Day

c. Martin Luther King Day

d. President's Day

e. Memorial Day

f. Independence Day

g. Labor Day

h. Columbus Day

i. Veteran's Day

j. Thanksgiving Day

k. Christmas Day

Should any additional holidays or days off be granted on a one-time basis by the President of the United States or by the NRC for a full or partial day, then the contractor would not be re-quired to work on those days. Should the U.S. Office of Personnel Management (OPM) or other authorized Government official/agency announce the closure of the Federal Government or of the Headquarters buildings for full or partial days for causes such as inclement weather, the contractor shall be required to provide essential staffing necessary to maintain and protect the facilities.

5.2 On-Call Requirements

Outside of the PPM, the contractor shall provide on-call personnel that can be on-site within two hours of being notified by the NRC PO or alternate PO. On-call personnel shall be con-tacted by the contractor after receiving a request from the NRC PO.

6 Reimbursable Contract Services for New Locations It is planned that the new 3WFN building will have approximately 1300 workstations.

When the new NRC work site is established, the contractor is expected to provide resources for the potentially increased work level without sharing the day-to-day resources assigned to the current NRC locations. In addition, the work at a new site may warrant a skill set not normally needed to support the day-to-day requirements at the existing NRC locations. This may involve design and technical expertise in multimedia/audiovisual, IT/telecommunications, building secu-rity, and acoustics as they apply to facility or campus space planning and telecommunications infrastructure design and engineering.

Additional tasks may be required that may involve, but not limited to, limited develop-ment and integration work.

7 Performance Measures The contractor will provide monthly Service Level Requirement (SLR) reports providing sum-mary metric data and supporting details against each of the SLRs defined below. Each meas-ured component will be reflected as “on plan” if it meets or exceeds the defined performance targets, and as “below plan” if it fails for any reason to meet the defined performance targets.

Any measures that are deemed as “below plan” must be accompanied with a detailed explana-tion of the incidents and/or event(s), root cause(s) and both short and long-term remediation plans. The defined SLRs may be re-evaluated annually and may be modified by bilateral mod-ification to the contract

Service Level Requirements SLR Definition Desired Outcome Service

Measure Performance

Target SLR Performance Monitoring

Method 1 Availability of

Telecommu-nications Infrastructure Services (phones,…