P02 - RFI Draft PWS.pdf

DRAFT

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology

DevSecOps, Solution Delivery, Telecommunications Provision Office

Local Exchange Carrier Services for the Enterprise

Date: 04/03/2024

FORCE: VA-24-00045686

PWS Version Number: 1.0

Local Exchange Carrier Services for the Enterprise

VA-24-00045686

Contents

1.0 BACKGROUND

2.0 APPLICABLE DOCUMENTS

3.0 SCOPE OF WORK

4.0 PERFORMANCE DETAILS

4.1 CONTRACT TYPE

4.2 PERFORMANCE PERIOD

4.3 PLACE OF PERFORMANCE

4.4 TRAVEL

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 REPORTING REQUIREMENTS ........................ Error! Bookmark not defined.

5.2 MEETING REQUIREMENTS

5.3 SITE INVENTORY

5.4 RECURRING VOICE AND DATA SERVICES

5.5 ESTABLISHMENT OF SERVICES

5.6 SERVICE LEVEL AGREEMENT (SLA)

5.7 MAINTENANCE PERFORMANCE

5.8 ACCOUNT RECORDS AND REPORTING ........ Error! Bookmark not defined.

5.9 ENGINEERING CHANGE PROPOSALS (ECPs) FOR TECHNOLOGY

REFRESH, TECHNOLOGY INSERTION .......... Error! Bookmark not defined.

5.10 TRANSITION PLAN

6.0 GENERAL REQUIREMENTS

6.1 POSITION/TASK RISK DESIGNATION LEVEL(S) AND CONTRACTOR

PERSONNEL SECURITY REQUIREMENTS

6.2 METHOD AND DISTRIBUTION OF DELIVERABLES

6.3 PERFORMANCE METRICS .............................. Error! Bookmark not defined.

6.4 FACILITY/RESOURCE PROVISIONS

6.5 GOVERNMENT FURNISHED INFORMATION

7.0 ACRONYMS .......................................................... Error! Bookmark not defined.

ADDENDUM A

ADDENDUM B ................................................................ Error! Bookmark not defined.

ADDENDUM C…………………………………………………………………………………44

1.0 BACKGROUND

The mission of the Department of Veterans Affairs (VA), Office of Information and Technology (OI&T), Development, Security, and Operations (DevSecOps), Solution Delivery (SD), Telecommunication Provisioning Office – LEC Services (TPO-LEC) is to partner with VA business units to enable VA to become a Veteran centric service provider through the delivery of available, adaptable, secure, and cost-effective technology services.

OI&T supports VA by enabling world-class service to Veterans and their families through effective communication and management of people, technology, business and financial processes.

TPO-LEC has the overall business and management responsibilities for all VA Enterprise communication services (voice and data). The TPO-LEC is currently responsible for the management of communications operational expenses for all major Medical Centers and their attached smaller satellite offices as well as Veterans Benefits offices and National Cemeteries across the Enterprise footprint.

TPO-LEC catchment area includes the 50 United States including Hawaii and Alaska as well as several U.S. Territories. The proposed contract will allow TPO-LEC the ability to centralize management of LEC services and accomplish its goal of reducing overall telecommunications expenses.

2.0 APPLICABLE DOCUMENTS

In the performance of the tasks associated with this Performance Work Statement (PWS), the Contractor shall comply with the following as applicable:

1. 44 U.S.C. § 3541, “Federal Information Security Management Act (FISMA) of 2002”.

2. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”.

3. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”.

4. VA Directive 6102, “Internet/Intranet Services,” July 15, 2008.

5. 36 C.F.R. Part 1194 “Electronic and Information Technology Accessibility

Standards,” July 1, 2003.

6. OMB Circular A-130, “Management of Federal Information Resources,”

November 28, 2000.

7. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended by the Workforce Investment Act of 1998 (P.L. 105-220), August 7, 1998.

8. Homeland Security Presidential Directive (12) (HSPD-12), August 27, 2004.

9. VA Directive 6500, “VA Cybersecurity Program,” January 24, 2019

10. VA Handbook 6500, “Risk Management Framework for VA Information Systems – Tier 3: VA Information Security Program,” March 10, 2015

11. VA Handbook 6500.2, “Management of Security and Privacy Incidents,” June 17, 2008.

12. VA Handbook 6500.6, “Contract Security,” March 12, 2010.

13.OI&T Process Asset Library (PAL), https://www.va.gov/process/ . Reference Process Maps at https://www.va.gov/process/maps.asp and Artifact templates at https://www.va.gov/process/artifacts.asp

14. One-VA Technical Reference Model (TRM) (reference at https://www.va.gov/trm/TRMHomePage.aspx) 15.VA Directive and Handbook 6513, “Secure External Connections”, October 12, 2017

16. VA Directive 6300, Records and Information Management, September 21, 2018.

17. VA Handbook, 6300.1, Records Management Procedures, March 24, 2010.

18. OMB Memorandum, “Transition to IPv6”, September 28, 2010

19. OMB Memorandum M-06-18, Acquisition of Products and Services for Implementation of HSPD-12, June 30, 200620. OMB Memorandum, Guidance for Homeland Security Presidential Directive (HSPD) 12 Implementation, May 23,

21. OMB Memorandum M-07-16, Safeguarding Against and Responding to the Breach of Personally Identifiable Information, May 22, 200722. Trusted Internet Connections (TIC) Reference Architecture Document, Version 2.2, Federal Interagency Technical Reference Architectures, Department of Homeland Security, June 19, 2017, https://www.dhs.gov/sites/default/files/publications/TIC_Ref_Arch_v2.2_2017.pd f

22. 47 C.F.R. Part 64, Appendix A and B. Wireline telecommunications service priority system for national security and emergency preparedness

3.0 SCOPE OF WORK

The Contractor shall provide LEC telecommunications voice and data services to VA OI&T, DevSecOps, SD, TPO - LEC, Service delivery points listed in the Price Workbook Frontier and based on their Local Access and Transport Area (LATA) coverage. The Contractor shall provide all labor, management, tools, materials and equipment to perform all requirements. Services include but are not limited to POTS/business lines, primary rate interfaces (ISDN PRI), Direct Inward Dial Numbers (DIDs), DSL (basic internet), Data T-1 circuits, Metro Ethernet data circuits from 10Mbps up to 1000Mbps, , and features such as caller identification, 3-way calling, voicemail, call forwarding, call waiting, call blocking, hunting/rollover, caller redirect, 3rd party billing block, E911, PIC/LPIC changes and standard regulated tariff fees. Service requirements change often with the opening/closing of facilities therefore the VA will through a contract modification update the requirements to add new services. Disconnection of services will be completed via email from the CORs and contract modified quarterly or as needed.

https://www.va.gov/process/ https://www.va.gov/process/maps.asp https://www.va.gov/process/artifacts.asp https://www.va.gov/trm/TRMHomePage.aspx https://www.dhs.gov/sites/default/files/publications/TIC_Ref_Arch_v2.2_2017.pdf https://www.dhs.gov/sites/default/files/publications/TIC_Ref_Arch_v2.2_2017.pdf

The tasks described in this PWS are general requirements, not all requirements described in Section 5.0 will apply to all SDPs.

• All Government accounts are Tax Exempt and shall be marked as such. If tax exempt forms are required, Contractor shall notify the CORs within 30 days of the award of this contract so forms can be completed and sent to Contractor.

• All matters governing this award (financial (invoicing, payments, etc.); site issues); shall be communicated to the primary Contracting Officer Representative (COR) in a timely manner, no longer than 60 days.

• All disconnect or discontinuations of service requests shall stop billing within 30 days of the VA original requested date. Contractor must acknowledge and/or confirm receipt of the request via email to the COR. The Contractor will be responsible for all charges incurred after 30 days from the acknowledged/ confirmed disconnect date.

• All VA accounts shall be identified as a Federal Government account and\or

Medical Facility and shall not be subject to disconnection for any reason other than the Government requests that it be disconnected. If the Contractor disconnects the service otherwise, they will be liable for any injury or property damage directly related to the disconnect.

• Long-distance services shall be PICC/LPIC to 0432 under the National Networx contract and frozen to only the specified long distance carrier. Identified billing, charges or invoicing errors due to vendor's PICC/LPIC errors shall be the sole responsibility of the vendor to correct. There shall also be a 3rd party billing block on the lines.

• Contractor shall, in accordance with VA Financial Services Center requirements, utilize an approved Electronic Data Interchange (EDI) format to electronically submit invoices. Invoices shall be submitted monthly, in arrears of service dates for processing. Contractor shall utilize the VA provided Tungsten Ob-10.

Contractor shall not let submission of invoices fall in arrears beyond a maximum period of 90 days.

Invoices shall be submitted in accordance with the requirements noted under VA Acquisition Regulation (VAAR) 852.232-72 Electronic submission of payment requests.

Invoices cannot be paid unless done in accordance with this VAAR clause. Invoices must contain the following information for them to be considered valid invoices for payment:

Current purchase order numbers account number billing date service delivery points of service description of services billing circuit ID/phone number billing period of performance billing quantities unit price total price billing address remit to address remit to POC TIN

Invoices that do not contain the required information will be rejected for non-compliance with the contract.

• Contractor to provide the VA no less than twice a year (every 6 months) a current CSR or inventory for each account at NO COST to the VA. A semi-annual audit during the Period of Performance, of all billable services shall be conducted by the Contractor and results provided to the COR. (Note: wireless will require monthly inventories at no cost to the VA. With the same semi-annual audit being conducted)

• If the cost fluctuates based on unforeseen factors such as Fees, Tariffs, additions and deletions of services, the Contract may be modified based on the actual financial performance verses the cost estimate provided by the carrier throughout the life of this contract. The dollar value of the contract will increase or decrease as well.

• Contractor shall fully review and vet the services and SDPs listed on this contract. Any anomalies shall be reported to the COR and CO within 60 days of discovery. Failure to do so will result in rejection of billing for accounts/services not listed on this contract. Once identified the VA will have 60-90 days to modify the contract to assume the responsibility.

• Contractors will be evaluated via CPARS on their contract performance.

Contract performance to include, installation, communication, billing, repairs, etc.

Evaluation will be conducted at the end of the POP. However, should serious issues arise they will be reported to the Contracting Officer for resolution.

• Contract is managed by the CO and TPBO COR and as such shall be the only authorized representatives that can request services to be added or disconnected to the contract, and only after confirmation from the Contracting Officer that the contract has been modified. Refer to item below for current list of TBO members.

• For convenience of the Government in managing this contract, all members of the TPO – LEC Team shall be listed as COR’s on this contract and subsequently on any/all accounts that this contract covers. All CORS will have full access to the accounts and Contractor shall update internal records to reflect this information. However, the designated Primary COR will conduct the day to day operation of the contract. The intent of the Alternate members is for redundancy during significant increase in demand, absence, leave and illness.

LEC Prime – Alternate CORs –

4.0 PERFORMANCE DETAILS

4.1 CONTRACT TYPE

This is a Firm-Fixed Price (FFP) contract.

4.2 PERFORMANCE PERIOD

The performance period for the contract shall consist of one 12-month base period which represents a 7-month reinstatement period and a 5-month base period with four 12-month option periods. The specific period of performance dates is as listed below:

Base Period: May 01, 2024, through April 30, 2025 Option Period 1: May 01, 2025, through April 30, 2026 Option Period 2: May 01, 2026, through April 30, 2027 Option Period 3; May 01, 2027, through April 30, 2028 Option Period 4: May 01, 2028, through April 30, 2029

Installation, maintenance, and disconnection of services shall take place between 8:00 AM to 4:30 PM (Local Time), Monday through Friday, excluding Federal holidays. Work may be required outside of normal business hours due to system failures and other issues. Maintenance that requires intrusive testing shall be completed after normal working hours unless the service is not currently functioning. If services will be negatively affected, then Contractor must coordinate with the site POC and be performed after hours. Contractor must schedule all work, at a minimum of not less than 24 hours in advance with the local POC for any/all service calls except during emergency calls.

There are 10 Federal holidays set by law (USC Title 5 Section 6103) that VA follows:

Under current definitions, four are set by date:

New Year's Day January 1 Independence Day July 4 Veterans Day November 11 Christmas Day December 25

If any of the above falls on a Saturday, then Friday shall be observed as a holiday.

Similarly, if one falls on a Sunday, then Monday shall be observed as a holiday.

The other six are set by a day of the week and month:

Martin Luther King's Birthday Third Monday in January Washington's Birthday Third Monday in February Memorial Day Last Monday in May Labor Day First Monday in September Columbus Day Second Monday in October Thanksgiving Fourth Thursday in November

4.3 PLACE OF PERFORMANCE

The place of performance shall be the current locations listed below:

FACILITY Site Address CITY STATE ZIP

St Marys CBOC 2603 Osborne Road, Ste D,E St. Marys GA 31558

Great Lakes National Cemetery (Fort Custer)

15501 Dickman Road Augusta MI 49012

Ft. Sill National Cemetary

2648 NE Jake Dun Road Elgin (Comanche County)

OK 73538

VA Community Based Outpatient

(CBOC)

3220 Demming Way Middleton WI 53562

North Central Patient Accounting Center (NCCPAC)

8001 Terrance Avenue Madison WI 53706

Cleveland VA Clinic 1205 North Avenue Cleveland WI 53015-

4.4 TRAVEL

Contractor travel is not required for this contract.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

The Contractor shall provide LEC telecommunications voice and data services to VA OI&T, DevSecOps, SD, TPO – LEC Enterprise locations and based on their Local

Access and Transport Area (LATA) coverage. These sites include VA Medical Centers (VAMC), Veteran Outreach Centers, Community Based Outpatient Clinics (CBOCs) and other VA facilities in the SE D2 catchment area. The Contractor shall provide all labor, management, tools, material, and equipment to perform all requirements. Services include but are not limited to POTS/business lines, primary rate interfaces (ISDN PRI), DSL (basic internet), Data T-1 circuits, Metro Ethernet data circuits, direct inward dialing, and features such as caller identification, 3-way calling, voicemail, call forwarding, call waiting, call blocking, hunting/rollover, caller redirect, 3rd party billing block, E911, PIC/LPIC changes, TSP and standard regulated tariff fees. Service requirements change often with the opening/closing of facilities therefore the VA will via a contract modification update the requirements to add new services. Disconnection of services will be completed via email from the CORs, and contract modified quarterly or as needed.

5.1 PROJECT MANAGEMENT

The Contractor shall provide project management support to provide the below reporting requirements, support meetings and coordination with the VA TPO.

5.1.1 SERVICE ORDER PROGRESS REPORT

The Contractor shall prepare and submit a bi-weekly Status Report in MS Excel format to the VA COR for the services provided under PWS Paragraph 5.3 and the conformed Attachment A Workbook. This report shall convey the status of all open orders not completed as of contract inception. Report shall detail the location, services ordered, issues related to order. Report shall also maintain all completed orders for historical purposes. If problems arise and are not being resolved within 3 business days, the Contractor shall provide an explanation with plan and timeframe for resolving. The Contractor shall maintain communication with the Contracting Officer (CO) and COR’s so that status of issues is transparent to both parties, which serves to minimize the need to escalate outstanding issues.

Deliverable:

A. Weekly Progress Reports

5.2 MEETING REQUIREMENTS

For successful management and contract surveillance, the following meetings and reviews are required.

5.2.1 KICKOFF MEETING

The Contractor shall hold a kickoff meeting within 10 days after contract award. At a minimum, the Contractor shall present, for review and approval by the Government, the Points of Contact for this effort, and address any contractual concerns. Dates, locations

(can be virtual), and agenda shall be specified at least five (5) calendar days prior to the meeting. The CO, COR, and VA PM shall be invited at a minimum.

Deliverable:

A. Kickoff Presentation

5.2.2 PROGRAM PROGRESS REVIEWS

The Contractor shall conduct Program Progress Reviews (PPR) for Government personnel at a mutually agreeable facility (meeting can be virtual). The CO/CS or the COR will schedule the initial PPR. It is anticipated the first PPR will occur no later than 30 calendar days after date of contract award. Thereafter, PPRs shall occur weekly or bi-monthly, for the life of the contract. During each PPR, the Contractor shall present material that addresses:

1. Status of current services.

2. Status of TOs.

3. Activities determined to be of importance to VA, such as unanticipated problems.

4. Status of significant issues.

5. How issues are to be resolved by VA or Contractor.

6. New technologies that would benefit VA.

A. Program Progress Reviews

5.2.3 MEETING REQUIREMENTS

The Contractor shall support ad hoc virtual meetings at the behest of the COR.

5.3 SITE INVENTORY (CUSTOMER SERVICE RECORDS)

The Contractor shall provide VA access to customer support and service records. The Contractor shall maintain accurate customer service records. Initially Contractor shall fully review and vet the services and SDPs covered under this contract and report to COR full inventory within five days after award. Any anomalies shall be reported to the COR and CO within 60 days of discovery. Customer Service Records shall be aggregated by service delivery point with an itemized list of service types provided. Customer Service Records (CSR), the price associated with each service, shall be organized by VA parent facility. All data must have the ability for Electronic Data Interchange (EDI) in a variety of formats, i.e., MS Word, MS Excel, extensible markup language (XML), or other standard formats such as flat-files or text files. The report shall be delivered to the COR or designee by email 30 days after contract award and then every 6 months for the remainder of the contract.

A. Customer Service Records (CSR) –

a. Initial CSR (30 days after initial Award)

b. semi-annually (throughout remaining life of the contract)

5.4 RECURRING VOICE AND DATA SERVICES

The Contractor shall be able to provide LEC telecommunication data services as listed in section 5.4.1. This is based on services currently in place.

5.4.1 SERVICE TYPES AND FEATURES

The Government requires telephone service portability and that established telephone numbers be retained. The long-distance carrier for all voice services shall be Qwest Networx Primary inter-LATA Carrier (PIC/LPIC 0432). The Contractor shall continue providing the existing service types required for OI&T Enterprise locations. The existing services and associated accounts shall be transitioned under this contract NLT 30 days after award of this contract.

Special Construction charges, infrastructure build-out charges, or other one-time charges for the establishment or increase of outside plant to a SDP demarcation point by the Contractor shall not be included in this contract. If needed, the Contractor shall furnish a separate quote for related build-out charges to the VA COR for evaluation and elevation to the responsible Agency VA CO.

A Letter of Authorization (LOA) will be furnished by the VA COR to any non-incumbent Contractor, if necessary, to complete the TO.

The Contractor shall provide the following highlighted services and features:

5.4.2 Service Types

The Contractor shall continue providing the existing service types required for OI&T Region 3. The existing services and associated accounts shall be transitioned under this contract NLT 30 days after award of this contract.

Service Types and Features Quantity

5.3 Site Inventory

5.4.1.1 POTS Line Measured Rate (includes extended calling area) 1

5.4.1.1 POTS Line Flat Rate 22

5.4.1.1 POTS Line Ground Start Flat Rate

5.4.1.2 Centrex Line

5.4.1.3 T-1 DSS

5.4.1.4 PRI (mileage/station link included) 8

5.4.1.5 DID/DOD (Blocks of 20) 76

5.4.1.6 Session Initiated Protocol Trunking Session

5.4.1.6 SIP Seat/TN

5.4.1.7 Metro Ethernet 1.5Mbps

5.4.1.7 Metro Ethernet 2Mbps

5.4.1.7 Metro Ethernet 3Mbps

5.4.1.7 Metro Ethernet 5Mbps

5.4.1.7 Metro Ethernet 10Mbps

5.4.1.7 Metro Ethernet 20Mbps

5.4.1.7 Metro Ethernet 30Mbps

5.4.1.7 Metro Ethernet 40Mbps

5.4.1.7 Metro Ethernet 50Mbps

5.4.1.7 Metro Ethernet 60Mbps

5.4.1.7 Metro Ethernet 70Mbps

5.4.1.7 Metro Ethernet 80Mbps

5.4.1.7 Metro Ethernet 90Mbps

5.4.1.7 Metro Ethernet 100Mbps

5.4.1.7 Metro Ethernet 200Mbps

5.4.1.7 Metro Ethernet 300Mbps

5.4.1.7 Metro Ethernet 400Mbps

5.4.1.7 Metro Ethernet 500Mbps

5.4.1.7 Metro Ethernet 1000Mbps

5.4.1.8 MPLS Metro Ethernet 30Mbps

5.4.1.8 MPLS Metro Ethernet 40Mbps

5.4.1.8 MPLS Metro Ethernet 50Mbps

5.4.1.8 MPLS Metro Ethernet 60Mbps

5.4.1.8 MPLS Metro Ethernet 70Mbps

5.4.1.8 MPLS Metro Ethernet 80Mbps

5.4.1.8 MPLS Metro Ethernet 90Mbps

5.4.1.8 MPLS Metro Ethernet 100Mbps

5.4.1.8 MPLS Metro Ethernet 200Mbps

5.4.1.8 MPLS Metro Ethernet 300Mbps

5.4.1.8 MPLS Metro Ethernet 400Mbps

5.4.1.8 MPLS Metro Ethernet 500Mbps

5.4.1.8 MPLS Metro Ethernet 600Mbps

5.4.1.8 MPLS Metro Ethernet 700Mbps

5.4.1.8 MPLS Metro Ethernet 800Mbps

5.4.1.8 MPLS Metro Ethernet 900Mbps

5.4.1.8 MPLS Metro Ethernet 1000Mbps

5.4.1.9 Circuit Mileage

5.4.1.10 Caller ID feature POTS Line

5.4.1.10 Caller ID feature PRI Circuit (23B+D)

5.4.1.11 Three Way Calling feature (POTS Line)

5.4.1.12 Call Forward feature (POTS Line)

5.4.1.12 Call Forward Busy feature (POTS Line)

5.4.1.12 Call Forward No Answer feature (POTS Line)

5.4.1.13 Call Wait feature (POTS Line)

5.4.1.14 Voicemail feature (POTS Line)

5.4.1.15 Call Block feature (POTS Line)

5.4.1.16 Call Hunting/Roll over feature (POTS Line)

5.1.4.17 Call Redirect feature (POTS Line)

5.4.1.18 Third Party Billing Block feature (POTS Line)

5.4.1.19 PIC/LPIC provisioning charge by LEC (per telephone number)

5.4.1.20 TSP installation (per location)

5.4.1.20 TSP (provisioning service)

5.4.1.20 TSP (restoral service)

5.4.1.21 PS/ALI service installation (per location)

5.4.1.21 PS/ALI service (MRC)

5.4.1.22 HSI/DSL 1.5Mbps (standalone)

5.4.1.22 HSI/DSL 3-7Mbps (standalone)

5.4.1.22 HSI/DSL 12-40Mbps (standalone)

5.4.1.22 HSI/DSL up to (1000Mbps) (standalone)

5.4.1.22 HSI/DSL (1.5Mbps)

5.4.1.22 HSI/DSL (3- 7Mbps)

5.4.1.22 HSI/DSL (12-40Mbps)

5.4.1.22 HSI/DSL Static IP address

5.4.1.23 Additional Directory Listing

5.4.1.24 Non-Published Number 1

5.4.1.25 Emergency Call Routing

5.4.1.25 Emergency Call Routing (additional Number)

5.4.1.26 Remote Call Forward (No physical connection)

5.4.1.27 Remote Access to Call Forward

5.4.1.27 Remote Access to Call Forward (additional paths)

5.4.1.28 Call Redirect (must include Screening Removal for VCL)

5.4.1.29 Call Screening Removal (must include Call Redirect for VCL)

5.4.1.30 Anonymous Call Reject

5.4.1.31 Long Distance Service Switched Access (Annual approx)

5.4.1.31 Long Distance Service Dedicated Access (Annual approx)

5.4.1.32 Long Distance Service International Access (Annual approx)

5.4.1.33 Toll Free Service - Dedicated (TFS)

5.4.1.33 Toll Free Service - Switched (TFS)

5.4.1.34 State 911 Surcharge 3

5.4.1.35 County 911 Technical Surcharge 3

5.4.1.36 County 911 Service - Operational 3

5.4.1.37 Universal Service Fund 2

5.4.1.38 ISDN Federal Subscriber Line Charge 7

5.4.1.39 ISDN PRI Access Recovery Charge 7

5.4.1.40 ISDN PRI Line Port Charge 3

5.4.1.41 ISDN Federal Subscriber Line Charge (Analog) 5

5.4.1.42 Access Recovery Charge 3

5.4.1.43 Federal Universal Service Fund ISDN 1

5.4.1.44 Federal Universal Service Fund POTS 1

5.4.1.45 State Universal Service Fund 1

Service Types Delivery Methods

5.4.1.1 POTS which shall be bi-directional, single pair, 600 ohms circuit with call progress tones such as dial tone, ring back tone, and capable of dual tone multi-frequency (DTMF) dialing. The REN (Ringer Equivalency Number) for each line shall be no less than

1.0. The POTS service shall be loop

start service unless defined as ground-start circuit. POTs emulation is not allowed nor are telephone services that require service enabling devices in order to function.

POTS lines (i.e., Measured Rate (includes extended call area), Flat Rate, or Ground Start Flat Rate)

5.4.1.2 Centrex Line

5.4.1.3 T-1 Digital Switched Service (DSS)

5.4.1.4 Primary Rate ISDN (PRI) delivered

over T-1 format as 23B+D and N1 unless identified differently under the individual task order PRI (Primary Rate ISDN) service shall be delivered over T-1 format as 23B+D unless identified differently under the individual task order mileage/station link included

5.4.1.5 Direct Inward Dialing (DID) / Direct

Outbound Dialing (DOD) GROUP

Blocks of 20

5.4.1.7

Metro Ethernet

1.5Mbps; 2Mbps; 3Mbps; 5Mbps;

10Mbps; 20Mbps; 30Mbps;

40Mbps; 50Mbps; 60Mbps;

70Mbps; 80Mbps; 90Mbps;

100Mbps; 200Mbps; 300Mbps;

400Mbps; 500Mbps; 1000Mbps

5.4.3 Service Features

The Contractor shall continue providing the existing feature types required for OI&T Region 3. The existing features shall be transitioned under this contract NLT 30 days after award of this contract. Features that are not commercially available need not be provided but their unavailability must be noted.

Service Features Delivery Methods 5.4.1.10

Caller ID feature

1) POTS Line

2) PRI Circuit (23B+D)

5.4.1.11 Three Way Calling feature POTS Line

5.4.1.12 Call Forward feature POTS Line

Call Forward Busy feature POTS Line

5.4.1.12 Call forward No Answer feature POTS Line

5.4.1.13 Call Wait feature POTS Line

5.4.1.14 Voicemail feature POTS Line

5.4.1.15 Call Block feature (block 411, 900/976) POTS Line

5.4.1.16 Call Hunting/Roll over feature POTS Line

5.4.1.17 Call Redirect feature POTS Line

5.4.1.18 Third Party Billing Block feature POTS Line

5.4.1.19 PIC/LPIC provisioning charge Per number

5.4.1.20 Telecommunication Service Priority

Installation/Provisioning of service Per Location

5.4.1.20 Telecommunication Service Priority 1) Restoral service

5.4.1.21 Private Switch / Automatic Location

Information (PS/ALI) Installation/Provisioning

Per Location

5.4.1.21 PS/ALI service Monthly Recurring

Charge (MRC)

5.4.1.22 High Speed Internet, Digital

Subscriber Line (HSI/DSL) Standalone, does not have POTs telephone service included. The highest bandwidth HSI/DSL above 40Mbps to the SDP is considered up to 1000Mbps.

1) 1.5 Mbps;

2) 3-7Mbps;

3) 12-40 Mbps and;

4) Up to 1000Mbps

5.4.1.22 (HSI/DSL) Service that rides an existing POTs line. POTs service priced separately.

1) 1.5 Mbps;

2) 3-7Mbps and;

3) 12-40 Mbps

5.4.1.24 Non-Published Number

5.4.1.25 Emergency Call Routing

5.4.1.25 Emergency Call Routing (additional

telephone numbers)

5.4.1.26 Remote Call Forward, no physical

connection

5.4.1.27 Remote Access to Call Forwarding

5.4.1.27 Remote Access to Call Forwarding

(additional paths). This service allows for multiple callers to be forwarded to an alternate location.

Per additional path

5.4.1.27 Call Redirect (must include

Screening Removal for the Veterans Help line). Service allows for transfer of caller and original CID.

5.4.1.29 Screening Removal (must include

Call Redirect for the Veterans Help line). Service allows for transfer of caller and original CID.

5.4.1.30 Anonymous Call Reject

5.4.4 TELEPHONE SERVICE PORTABILITY

The Government requires telephone service portability and that established telephone numbers be retained. Moves made under portability provisions are subject to facility availability and requirements in Section 5.5, Establishment of Services. The Government may choose to move either a portion or the entire existing service.

5.4.5 TELECOMMUNICATION AVAILABILITY

The Contractor shall provide telecommunication services at each facility 24 hours per day, seven days per week, 365 days per annum. The Contractor shall adhere to all Public Utilities Commission (PUC) Agreements that regulate the area of service. The PUC shall be the primary ombudsman for regulated services. Government LEC requirements, and conditions may be more stringent than PUC regulations and both may apply. All Contractors and their subcontractors must be recognized and regulated by the PUC in the area that the Contractor offers service. Rate and service schedules must comply with both Federal Communications Commission (FCC) and PUC rules.

Best effort service shall not be accepted.

5.4.6 ETHERNET FEATURES

The Contractor shall provide Ethernet services as a Virtual Private Network (VPN) that shall support Voice, Video, Real Time applications and data with Class of Service (CoS) and Quality of Services (QoS) feature for services operating at the Open Systems Interconnection (OSI) Layer 3 and Multiprotocol Label Switching (MPLS) services.

Ethernet services operating at OSI Layer 2 shall support Real Time (RT), Guaranteed Data (GD) connections. This feature is not required at all facilities.

5.4.7 THROUGHPUT

Throughput is defined as the Bandwidth Rate (expressed in Megabits) that can effectively be used by the Government compared to the Bandwidth Rate delivered by the Contractor based on an Ethernet frame size of 1518 bytes. Throughput excludes Ethernet Frames that are not delivered due to factors unrelated to Contractor's Service.

The Contractor shall confirm the throughput performance at the establishment of service also as defined in section 5.5.

Throughput is calculated as the usable Bandwidth Rate (expressed in Megabits) successfully (without any frame loss) transmitted over the Contractor’s core network, divided by the Bandwidth Rate (also expressed in Megabits) delivered by the Contractor based on an Ethernet frame size of 1,518 bytes The measurement domain is the Edge-to-Edge device (from Customer Premise Equipment (CPE) to CPE) within the Contractor Ethernet service.

Any circuit that does not comply with the SLA for throughput, the Contractor shall conform within thirty calendar days from time of trouble ticket.

5.4.8 TELECOMUNICATIONS SERVICE PRIORITY

The Contractor shall comply with the assignment of a Telecommunications Service Priority (TSP) to circuits identified in the contract. TSP is a program that authorizes national security and emergency preparedness (NS/EP) organizations to receive priority treatment for vital voice and data circuits or other telecommunications services as a result of hurricanes, floods, earthquakes, and other natural or man-made disasters. The TSP Program requires service vendors to prioritize requests by identifying those services critical to NS/EP based on the Federal Communications Commission (FCC) mandate (REF: 88-341). A TSP assignment ensures that VA shall receive priority attention by the service vendor before any/all non-TSP services. The Contractor shall ensure that the Department of Veterans Affairs is listed as the customer of record.

5.4.9 E-911 PS/ALI AVAILABILITY

The Contractor shall comply with all applicable local and FCC regulatory requirements including Local Number Portability (LNP), directory assistance, and emergency services (911 or E911) requirements to identify the location of an originating station and route them to the appropriate Public Safety Answering Point (PSAP).

5.5 ESTABLISHMENT OF SERVICES

The Contractor shall provide telecommunication services that are available 24 hours a day, 7 days a week, 365 days a year (to include all materials, equipment, and labor) for the locations specified in Addendum C. Establishment of services includes all non-recurring charges specific to each facility. The Contractor shall seek permission and schedule via local Point of Contact (POC), to enter the Government facility for the purpose of installing, inspecting or repairing of the facilities, or upon termination of the service, for the purpose of removing Contractor facilities no less than 24 hours in advance. The Contractor shall notify the COR within one business day if access is not obtained.

Requirements for access to VA facilities shall include the following:

1. Normal working hours at VA facilities are 8:00 AM to 4:30 PM except for the Network Operations Center (NOC) which is open 24/7. Overtime or access after normal administrative hours shall be coordinated and approved with each site.

2. Contractor Technicians shall require escorts for in-building work where security requirements dictates; a maximum of four escorts will be provided at each VA location depending on staff availability. The intent is for escorts to be dedicated resources.

3. If work must be conducted after normal working hours, pre-notification must be given to VA Telecom Manager to coordinate VA escorts at a minimum of 48 hours in advance of technician arrival.

5.5.1 TRANSITION PLAN

If required, the Contractor shall provide within 15 days of contract award a Transition Plan for coordinating and executing installation, testing and cutovers at the SDPs. Where the Contractor is the incumbent, a Transition Plan shall still be provided if the services require a change to or updating of accounts or records. The Transition Plan shall identify roles and responsibilities, estimated times, and any risk mitigation required to transition services in a seamless and timely manner. The Transition Plan shall include a back-out plan should it be required in order to maintain services at the facilities.

No transition or cutover shall take place until the VA COR approves the transition plan.

Deviations from the VA approved Transition Plan shall be coordinated with the VA COR prior to any work being accomplished in the affected area.

5.5.1.2 SERVICE TRANSITION

In the event that the Contractor is not already the incumbent local exchange carrier (ILEC) service provider, the Contractor shall perform a site survey and coordinate with the VA facility Telecom Manager or designee. The Contractor shall have 10 business days to develop and deliver to the VA COR a Transition and Installation Plan including a listing of tasks identifying the installation and cutover approach. The Contractor shall not commence installation and cutover until the Contractor receives acceptance of the service installation and approved cutover plan from the VA COR. Deviations from the final Transition Plan shall be coordinated with the VA COR prior to any work being accomplished in the affected area. The Contractor shall coordinate that all circuits and services provided by the ILEC, under the prior contract, are disconnected/discontinued upon successful cutover.

VA must retain all telephone numbers throughout the transition process. The Contractor shall submit a Letter of Authorization (LOA) including the telephone numbers to be transitioned from the ILEC provider. The Contractor shall transition telephone numbers after CO or COR approval of the LOA. The Contractor shall complete transitions within 30 calendar days of task order issuance.

The current accounts transitioning shall be rolled up into a Parent account with ability to be able to review account information by facility, state or category of service.

A. Transition Plan (if not the incumbent provider)

5.5.2 INVENTORY OF LINES AND CIRCUITS

Upon completion of the transition, the Contractor shall complete an inventory of all their circuits under this contract. The inventory shall include the cable pair assignments, the local and long haul circuit ID, the Network Interface (NI) location, and monthly recurring charges for each item in the inventory at each demarcation point for the location specified. The Contractor shall submit the inventory data to the designated COR no later than 30 business days after the completion of the installation or 30 business days for paper only transitions.

The Contractor shall provide the up-to-date, accurate inventory of lines and circuits as part of the Contractor’s account management inventory reporting.

5.5.3 POINTS OF PRESENCE

VA operates medical centers providing direct patient care, so the Contractor shall provide redundancy within their network. The Contractor shall provide switching facilities with diversity at the switch level, including a minimum of two diverse Points of Presence (POPS) per location. The Contractor shall provide service that is based on technology that has component redundancy for switch gear as well as automatic system re-initialization to the identical level of service prior to need for reload. The Contractor shall provide the ability for inbound calls to reroute to a predetermined number in the event of a PRI outage.

5.5.4 ADDITION OF FACILITIES

The scope of this effort is to provide telecommunications (voice/data) services for facilities in the OIT Enterprise catchment area that Frontier services. The current list of facilities is set forth in. The addition of facilities shall only include new services to the demarcation point. Due to the size of Enterprise footprint, leased facilities are always closing and opening or changing in size. These changes are due to changes in regional demographics and service levels. Furthermore, VA typically has 20 or more facility construction sites going on at a time. This critical factor must be considered to understand the changing nature of our environment and the requirement of the support level of the service provider to accommodate these daily changes. All changes or additions to services will be accomplished via a contract modification issued by the CO.

5.5.5 MOVES, ADDS, CHANGES, AND DELETES

The Government reserves the right to add additional services as needed via contract modification. It also reserves the right to disconnect any services that are no longer needed due to closure of facility or change in service requirements at any facility. The Government will also at times move clinic’s to new locations for various reasons and will also require the capability to move services when this occurs, provided redundant services are not required. Only the VA CO can make contract changes. The VA COR will coordinate the change orders after contract modification is awarded to the Contractor. Staff at the individual locations are not authorized to make any changes to the accounts or services, however the facility POC’s shall maintain the ability to call in trouble reports.

The Government requires telephone service portability and that established telephone numbers be retained. Moves made under portability provisions are subject to facility availability and requirements in section 5.5 Establishment of Services. The Government may choose to move either a portion of or the entire existing service.

5.5.6 INVENTORY REPORTING

The Contractor shall provide account access by the 30th day after contract award to VA personnel to view inventory status of line and circuits for all VA accounts as identified in sections 5.4.1 Inventory of Lines and Circuits and 5.4.2 Service Transition. VA sites not currently listed will be added by a modification to the contract.

5.6 SERVICE LEVEL AGREEMENT (SLA)

The Contractor shall agree that services they provide conform to Service Level Agreement (SLA) parameters as defined in the following subtasks. This SLA will apply from the Government Acceptance Date for the Service to the duration of the Service Term. Satellite, cellular, or other radio services shall not be an acceptable solution.

5.6.1 CONTRACTOR CUSTOMER SUPPORT

The Contractor shall use an Escalation Process to resolve customer service issues and provide a single point of contact for each issue or dispute. The Contractor shall provide the COR an Escalation Process 14 days After Receipt of Order (ARO) outlining the specific steps taken to resolve customer service issues. The process shall include a full escalation list that provides resolution if necessary at the Contractor’s senior executive level.

The Contractor shall provide the COR a Customer Support Organization Chart containing employee names, email addresses, and direct phone numbers.

The Contractor shall provide technical help desk support. Technical help desk support is required 24 hours a day, 7 days a week, and 365 days year. A toll free number shall be designated as the primary help desk number for VA Telecom Staff to call to report a trouble ticket. A Trouble Ticket is the method used by the Government to advise the Help Desk of a perceived Fault, including a Service Outage or a failure to meet an SLA. A unique Trouble Ticket reference number will be raised and given to the Government representative and also used each time the Government calls in to the Help Desk for any Fault update or, if appropriate, to inform the Contractor of restoration of the Service.

Deliverables:

A. Escalation Process Plan B. Customer Support Organization Chart

5.6.2 MEAN TIME TO REPAIR (MTTR)

MTTR is the average time for the Contractor to restore the Service during a Service Outage in a billing month. The SLA for MTTR shall be 4 hours for outage and 24 hours for services being affected. The Contractor shall provide technical support/resolution during established business hours to assist VA with issues pertaining to the LEC Services in Section 5.3.1. MTTR times begin when the Contractor receives a support request from VA. The Contractor shall respond to VA’s support requests according to the following classifications of fault. If problems are not being completely resolved within 3 business days, the Contractor shall provide an explanation with plan and timeframe for resolving.

5.6.2.I PRIORITY 1– SERVICE OUTAGE

A Service Outage is defined as an unscheduled period in which the service is interrupted and unavailable for use by Customer for 60 or more Unavailable Seconds within a 15-minute period. Contractor shall acknowledge the trouble ticket within 1 hour of being reported. This includes a business impacting function or service is not available such as loss of dial tone, inability to dial 911, or inability to receive a call on the circuit due to service outages. This shall include total loss of service or the service is degraded to the extent where the Government is unable to use it. This shall include the inability to receive or transmit data or access critical medical systems due to circuit impairment. The Contractor shall respond to all Service outages within four hours.

Notifications shall be provided to VA local POC as identified by COR or trouble ticket, every business day via telephone until restored. The fault shall not return for seven days or it shall be considered a continuation of the original service impact.

5.6.2.II PRIORITY 2– SERVICE DEGRADED

Service Degraded means VA’s workflow is not seriously affected or limited as defined in

5.5.2.1 The fault shall not return for 30 days or it shall be considered a continuation of the original fault. Contractor shall acknowledge the trouble ticket within 1 hour of being reported. The Contractor shall respond to all Service outages within four hours.

Notifications shall be provided to VA local POC as identified by COR or trouble ticket, every business day via telephone until restored.

5.6.2.III EXCLUSIONS

During scheduled maintenance of the LEC Service, the Contractor shall notify VA within three days of the maintenance window and describe in detail how long and to what level degraded service is to be expected. The Contractor shall obtain approval in advance from the appropriate VA facility POC before scheduled maintenance occurs. The voice service shall not be considered to be unavailable for any outage that results from any maintenance performed by the Contractor as defined by the following three exceptions:

1. VA is notified at least three days in advance of outage or service degradation;

2. During the installation period; and

3. Trouble beyond the demarcation point or Network Interface (NI) not caused by the Contractor.

5.6.3 EFFECTIVE DATE

The PUC Critical Dates utilized to establish the effective date are as follows:

1. Application Date (APP): The date the Government provides a contract and sufficient information to the Contractor for order placement. The APP Date is the date the contract service provider enters the order into their order distribution system(s). This is sometimes referred to as the order date.

2. Design Layout Report Date (DLRD): The date the Design Layout Report which contains the design for the service(s) ordered is forwarded to the Government.

3. Plant Test Date (PTD): The date acceptance testing is performed with the the Government.

4. Service Date (DD): The date the service is due to be made available to the Government. This is sometimes referred to as the Due Date.

The time between APP and DD should be less than 60 days in all cases. The Government shall be notified within 45 days after APP if the DLRD cannot be provided or if the Contractor’s facilities cannot support the requirements. Also the Contractor shall notify the Government prior to the 60th day the results of the PTD. Any exception to the effective date shall be identified by the contractor and shall also furnish a written plan with a new due date and anticipated additional cost to install. The Government COR may approve exceptions up to 60 days from the APP. If not approved by the COR or the exception is greater than 60 days, the requirement issue will be raised to the CO for additional action.

5.6.4 END TO END SERVICE AVAILABILITY

End-to-End Service Availability is defined as the total number of minutes in a billing month during which the Service is available to transmit data between the originating & terminating Government Sites divided by the total number of minutes in a billing month.

LEC Service Availability SLA shall be 99.9%. Service Availability is calculated in relation to Service Outage only. Measurement is based on the LEC’s Help Desk time documentation and does not include time covered by exclusions in the section 5.5.2.3.

The calculation of Service Outage time shall include periods of severe service degradation as defined in section 5.5.2.1

Calculation of Monthly Service Availability (%) = (1 - (Total minutes of Service Outage per month Days in month x 24 hours x 60 minutes)) X100.

5.7 MAINTENANCE PERFORMANCE

5.7.1 MAINTENANCE AND RESTORATION ACTIVITIES

The Contractor shall maintain service availability to the standards established in this PWS, and ensure no loss of telecommunications services during all service requests, and provide maintenance activities to the Contractor’s network. For example, remediation of major system failures using redundant resources or other resources may be necessary to maintain performance standards. The Contractor shall conduct all activities necessary to ensure service technicians are able to access, provide, and maintain all service-provider-controlled circuits and equipment. If major system failure occurs and is outside of typical business hours the VA reserves the right to directly contact repair services of the Carrier providing the last mile to the location. The Contractor shall clean up all work areas after completing work in VA facilities, including removal and disposal of defective equipment. The Contractor shall notify VA when any service request, repair, or maintenance is completed by telephone call or email to the VA local technical contact. The service request, repair, or maintenance is not considered complete until a VA Facility Telecommunications Manager confirms that the completion of service is acceptable.

5.7.2 DOWNTIME

The Contractor shall obtain the approval of the COR and VA Facility Telecommunications Manager through the Contractor’s account management system (refer to Section 5.8 Account Management) before starting any work that will cause any downtime. If work is needed to be performed outside of normal business hours, the Contractor shall notify the COR and VA Facility Telecommunications Manager a minimum of three business days before the work is to begin (except in the case of emergencies or major failures).

5.7.3 ONSITE WORK

The Contractor shall clean up all work areas after completing work in VA facilities, including removal and disposal of defective equipment.

Requirements for access to VA facilities shall include the following:

a. Normal business hours at VA facilities are 8:00 AM to 4:30 PM except for the Network Operation Center and Major Medical Centers which require 24/7 coverage. Access after normal business hours shall be coordinated and approved with each site Telecom Manager in advance with at least 48 hours’ notice when possible.

b. Technicians are required to be escorted by VA staff at all times.

c. If work must be conducted after normal business hours, the Contractor shall notify VA prior to arrival in order to coordinate VA escorts at least 48 hours in advance.

5.7.4 RESTORATION OF SERVICES AND RESPONSE TIME

The Contractor shall restore all losses of service within 4 hours.

The Contractor shall respond to major system failures within one hour of notification, 24 hours per day, seven days per week, 365 days per year. If problems are not being completely resolved within 3 business days, the Contractor shall provide an explanation with plan and timeframe for resolving.

The Contractor shall respond to minor system failures within four hours…