P09 - Draft PWS_Downlink Satellite 1.21.25.pdf

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology Institute for Learning, Education and Development (ILEAD)

VAKN Satellite Downlink Maintenance

Date: January 21, 2025

VA-25-00008540

PWS Version Number: 1.0

“All parties hereby acknowledge and understand that the Government’s Schedule of Supplies/Services is comprised of the following documents, without exception: Attachment 1 –Final PWS – VAKN Satellite Downlink

Maintenance 1_21_25. Accordingly, regardless of their placement during the negotiation phase of this action (e.g., as an attachment or addenda), and in the event that there are any inconsistencies in the Solicitation or Final Contract, the parties hereby agree that the aforementioned documents are incorporated into the Government’s Schedule of Supplies/Services and therefore, deemed first in the order of precedence as defined by the applicable

Federal Acquisition Regulations.”

VAKN SATELLITE DOWNLINK MAINTENANCE VA-25-00008540

Contents

1.0 BACKGROUND

2.0 APPLICABLE DOCUMENTS

3.0 SCOPE OF WORK

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

4.2 PLACE OF PERFORMANCE

4.3 TRAVEL

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 PROJECT MANAGEMENT

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

5.1.2 REPORTING REQUIREMENTS

5.1.3 TECHNICAL KICKOFF MEETING…………………………………………

5.2 VAKN DOWNLINK SATELLITE SITE MAINTENANCE

5.3 DIGITAL DOWNLINK SATELLITE SYSTEM INSTALLATION…………………...13

6.0 GENERAL REQUIREMENTS

6.1 ENTERPRISE AND IT FRAMEWORK

6.1.1 VA TECHNICAL REFERENCE MODEL

6.1.2 FEDERAL IDENTITY, CREDENTIAL, AND ACCESS MANAGEMENT

(FICAM)

6.1.3 INTERNET PROTOCOL VERSION 6 (IPV6)

6.1.4 TRUSTED INTERNET CONNECTION (TIC)

6.1.5 STANDARD COMPUTER CONFIGURATION

6.1.6 VETERAN FOCUSED INTEGRATION PROCESS (VIP) AND PRODUCT

LINE MANAGEMENT (PLM)

6.1.7 PROCESS ASSET LIBRARY (PAL)

6.1.8 AUTHORITATIVE DATA SOURCES

6.1.9 SOCIAL SECURITY NUMBER (SSN) REDUCTION

6.2 SECURITY AND PRIVACY REQUIREMENTS

6.2.1 POSITION/TASK RISK DESIGNATION LEVEL(S)

6.2.2 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

6.3 METHOD AND DISTRIBUTION OF DELIVERABLES

6.4 PERFORMANCE METRICS

6.5 SERVICE LEVEL AGREEMENTS

6.5.1 SLA CREDIT MANAGEMENT METHEDOLOGY……………………………29

6.6 FACILITY/RESOURCE PROVISIONS

6.7 SHIPMENT OF HARDWARE OR EQUIPMENT

ADDENDUM A – ADDITIONAL VA REQUIREMENTS, CONSOLIDATED

ADDENDUM B – VA INFORMATION AND INFORMATION SYSTEM

SECURITY/PRIVACY LANGUAGE

1.0 BACKGROUND

The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), in partnership with the Institute for Learning, Education and Development (ILEAD) strives to provide high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout all the points of the Veterans’ health care in an effective, timely and compassionate manner. The VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals.

The Veterans Affairs Knowledge Network (VAKN) was started in 2000 as an e-learning initiative to effectively distribute educational programs to VA employees via digital satellite technology. As of 2024, the network consists of approximately 200 VAKN downlink satellite antennas installed at VA facilities nationwide, including Alaska, Hawaii, and Puerto Rico. VAKN sends two channels of programming to these facilities, VA1 and Veteran News Network (VNN). VA1 is an employee facing program that is designed to advance the knowledge, skills, and abilities of VA staff. VNN is a patient facing program that is designed to present education and information to Veterans, Veteran’s family members and caregivers in an entertaining and informative way. Use of VNN as a primary waiting room TV channel, enhances the patient experience while also providing essential information that can improve a Veteran’s quality of life and well-being. VNN and VA1 are distributed to VA Medical Centers (VAMCs) and Community- Based Outpatient Clinics (CBOCs) through inhouse analog or digital video distribution systems to patient waiting areas.

VA operates a digital Cisco PowerVu Plus satellite uplink system presently transmitting on EchoStar 105. The 200 VAKN downlink satellite antennas may be non- penetrating antenna roof mounts or ground mount antenna installations. The satellite antennas use non- steerable Prodelin series 1183 1.8 meter antenna or Prodelin series 1130 1.2 Meter antenna in the Contiguous United States (CONUS) and Prodelin series 1252 2.4 meter antennas Outside of the Contiguous United States (OCONUS), To include, Cisco digital PowerVu model D9865D Integrated Receiver Decoders (IRD) and Norsat 4507A Low Noise Block (LNB) or equivalent, are included in the downlink satellite antennas configuration. The VAKN transmits a multi-channel conventional digital video signal.

Some locations have single IRD applications and others use two IRDs which require power dividers and possibly line amplifiers for long distances between the antenna and the IRD. With the addition of the VNN channel/service, a majority of the VAMCs and CBOCs will have to integrate VNN with the inhouse video distribution system.

VAKN maintenance can be performed in three ways: 1.) the site point of contact shall call the VAKN Network Operation Center (NOC) and work with the Support Desk Engineer to assess the technical difficulty or by emailing the VAKN email group VNNIntegrationTeam@va.gov , 2.) If the Support Desk or email group determines that a site visit or equipment exchange is required, the Support Desk or email group will notify the Contracting Officer’s Representative (COR), 3.) The COR will e-mail a service request to the Contractor with the site point of contact information and instructions to mailto:VNNIntegrationTeam@va.gov contact the site or send exchange equipment. Upon receipt of the COR’s service request, the Contractor shall perform the requested service, whether it be shipping a part to the site or arranging an onsite visit. If an onsite visit is required, the Contractor will call the site point of contact, determine the equipment or parts that might be required, coordinate getting those items to the site and schedule a day and time for an onsite maintenance visit. When at a site, the Contractor shall perform their duties with the site point of contact accompanying them at all times. Therefore, when coordinating a onsite visit, the Contractor must request that the site point of contact accompany them at the site. Onsite maintenance may include diagnostics, repairs, or system integration updates to assure the proper operation of the digital satellite downlink systems with VA facilities.

In 2023 there were a total of 82 service requests, which included both onsite maintenance visits, shipping of replacement equipment to the sites and new work. The complexity of the aforementioned VNN tickets varied from site to site; for example, the services performed ranged from IRD replacements, to antenna realignments (due to high winds), LNB and IFL cable replacements. As a result of the VA’s prioritization and initiative to deploy VNN throughout the medical community, there are more onsite survey requests being submitted for integrating VNN within the facilities’ inhouse video distribution systems.

The VA also has a need to install satellite downlink receivers and distribution equipment, to expand the capabilities of some existing sites or to setup new sites at VA locations such as VAMCs, VA Outpatient Clinics, Veterans Benefits Administration (VBA) Regional Offices, or other VA facilities. The expansion of existing systems encompasses the addition of equipment such as, IFL cabling, and adding Cisco IRDs for providing more viewing locations (i.e. VNN) and moving and re-aligning antennas, as required. New installations of satellite downlink receiver equipment must include the designated equipment, for example, antenna, antenna mount, IRD, LNB, and a IFL cable that is fully compatible with the existing VA Knowledge Network. The process for the implementation of new site installations, includes a site survey report with a cost estimate, equipment procurement, equipment shipment and delivery, followed by, the installation of a complete satellite downlink system. Whether maintenance of existing equipment, new installation, or expansion of existing systems, the equipment must meet all specifications included in this PWS. The installation for OCONUS is the same for CONUS sites with the exception of the size of the downlink antenna. The VA is responsible for acquiring and/or performing any necessary licenses, permits, civil works, landlord and Governmental (local, state and federal) approvals for the installations and providing a clear line of site to the satellite.

2.0 APPLICABLE DOCUMENTS

In the performance of the tasks associated with this Performance Work Statement, the Contractor shall comply with the following:

1. 44 U.S.C. § 3541-3549, “Federal Information Security Management Act (FISMA) of 2002”

2. “Federal Information Security Modernization Act of 2014”

3. Federal Information Processing Standards (FIPS) Publication 140-2, “Security Requirements for Cryptographic Modules”

4. FIPS Pub 199. “Standards for Security Categorization of Federal Information and Information Systems,” February 2004

5. FIPS Pub 200, “Minimum Security Requirements for Federal Information and

Information Systems,” March 2006

6. FIPS Pub 201-2, “Personal Identity Verification of Federal Employees and

Contractors,” August 2013

7. 10 U.S.C. § 2224, "Defense Information Assurance Program"

8. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

9. Public Law 109-461, Veterans Benefits, Health Care, and Information

Technology Act of 2006, Title IX, Information Security Matters

10. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

11. VA Directive 0710, “Personnel Security and Suitability Program,” June 4, 2010, https://www.va.gov/vapubs/index.cfm

12. VA Handbook 0710, “Personnel Security and Suitability Program,” May 2, 2016, https://www.va.gov/vapubs/index.cfm

13. VA Directive and Handbook 6102, “Internet/Intranet Services,” August 5,

14. 36 C.F.R. Part 1194 “Information and Communication Technology Standards and Guidelines,” January 18, 2017

15. Office of Management and Budget (OMB) Circular A-130, “Managing Federal

Information as a Strategic Resource,” July 28, 2016

16. 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed

Services (CHAMPUS)”

17. NIST SP 800-66 Rev. 1, “An Introductory Resource Guide for Implementing the Health Insurance Portability and Accountability Act (HIPAA) Security Rule,” October 2008

18. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended, January 18, 2017

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

20. VA Directive 6500, “VA Cybersecurity Program,” February 24, 2021

21. VA Handbook 6500, “Risk Management Framework for VA Information

Systems VA Information Security Program,” February 24, 2021

22. VA Handbook 6500.2, “Management of Breaches Involving Sensitive Personal Information (SPI),” March 12, 2019

23. VA Handbook 6500.5, “Incorporating Security and Privacy into the System Development Lifecycle,” March 22, 2010

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

25. VA Handbook 6500.8, “Information System Contingency Planning,” April 6,

26. VA Handbook 6500.10, “Mobile Device Security Policy,” February 15, 2018

27. VA Handbook 6500.11, “VA Firewall Configuration,” August 22, 2017 https://www.va.gov/vapubs/index.cfm https://www.va.gov/vapubs/index.cfm http://www.va.gov/vapubs http://www.va.gov/vapubs

28. OIT 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

29. One-VA Technical Reference Model (TRM) (reference at https://www.va.gov/trm/TRMHomePage.aspx)

30. VA Directive 6508, “Implementation of Privacy Threshold Analysis and Privacy Impact Assessment,” October 15, 2014

31. VA Handbook 6508.1, “Procedures for Privacy Threshold Analysis and Privacy Impact Assessment,” July 30, 2015

32. VA Handbook 6510, “VA Identity and Access Management,” January 15,

33. VA Directive and Handbook 6513, “Secure External Connections,” October 12, 2017

34. VA Directive 6300, “Records and Information Management,” September 21,

35. VA Handbook, 6300.1, “Records Management Procedures,“ March 24, 2010

36. NIST SP 800-37 Rev 2, “Risk Management Framework for Information

Systems and Organizations: A System Life Cycle Approach for Security and Privacy,” December 2018

37. NIST SP 800-53 Rev. 5, “Security and Privacy Controls for Federal Information Systems and Organizations,” September 23, 2020 (includes updates as of 12/10/2020)

38. VA Directive 0735, “Homeland Security Presidential Directive 12 (HSPD-12) Program,” October 26, 2015

39. VA Handbook 0735, “Homeland Security Presidential Directive 12 (HSPD-

12) Program,” March 24, 2014

40. OMB Memorandum 05-24, “Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors,” August 5, 2005

41. OMB Memorandum M-19-17, “Enabling Mission Delivery Through Improved Identity, Credential, and Access Management,” May 21, 2019

42. OMB Memorandum, “Guidance for Homeland Security Presidential Directive (HSPD) 12 Implementation,” May 23, 2008

43. Federal Identity, Credential, and Access Management (FICAM) Roadmap and Implementation Guidance, December 2, 2011, (NOTE: Part A of the FICAM Roadmap and Implementation Guidance, v2.0, was replaced in 2015 with an updated Architecture (https://arch.idmanagement.gov/#what-is-the-ficam-architecture)

44. NIST SP 800-116 Rev 1, “Guidelines for the Use of Personal Identity Verification (PIV) Credentials in Facility Access,“ June 2018

45. NIST SP 800-63-3, 800-63A, 800-63B, 800-63C, “Digital Identity Guidelines,” updated March 02, 2020

46. NIST SP 800-157, “Guidelines for Derived PIV Credentials,” December 2014

47. NIST SP 800-164, “Guidelines on Hardware-Rooted Security in Mobile

Devices (Draft),” October 2012 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://arch.idmanagement.gov/#what-is-the-ficam-architecture https://arch.idmanagement.gov/#what-is-the-ficam-architecture

48. Draft National Institute of Standards and Technology Interagency Report (NISTIR) 7981, “Mobile, PIV, and Authentication,” March 2014

49. VA Memorandum, VAIQ #7100147, “Continued Implementation of Homeland Security Presidential Directive 12 (HSPD-12),” April 29, 2011 (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

50. IAM Identity Management Business Requirements Guidance document, May 2013, (reference Enterprise Architecture Section, PIV/IAM (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

51. VA Memorandum “Personal Identity Verification (PIV) Logical Access Policy Clarification,” July 17, 2019, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4896

52. Trusted Internet Connections (TIC) 3.0 Core Guidance Documents, https://www.cisa.gov/publication/tic-30-core-guidance-documents

53. OMB Memorandum M-19-26, “Update to the Trusted Internet Connections (TIC) Initiative,” September 12, 2019

54. OMB Memorandum M-08-23, “Securing the Federal Government’s Domain Name System Infrastructure,” August 22, 2008

55. Sections 524 and 525 of the Energy Independence and Security Act of 2007, (Public Law 110–140), December 19, 2007

56. Section 104 of the Energy Policy Act of 2005, (Public Law 109–58), August 8, 2005

57. Executive Order 13834, “Efficient Federal Operations,” dated May 17, 2018

58. Executive Order 13221, “Energy-Efficient Standby Power Devices,” August

2, 2001

59. VA Directive 0058, “VA Green Purchasing Program,” July 19, 2013

60. VA Handbook 0058, “VA Green Purchasing Program,” July 19, 2013

61. Office of Information Security (OIS) VAIQ #7424808 Memorandum, “Remote

Access,” January 15, 2014, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

62. Clinger-Cohen Act of 1996, 40 U.S.C. §11101 and §11103

63. “Veteran Focused Integration Process (VIP) Guide 4.0,” January 2021, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

64. VA Memorandum “Proper Use of Email and Other Messaging Services,”

January 2, 2018, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

65. “DevSecOps Product Line Management Playbook” version 2.0, May 2021, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4946

66. NIST SP 500-267B Revision 1, “USGv6 Profile,” November 2020

67. OMB Memorandum M-21-07, “Completing the Transition to Internet Protocol

Version 6 (IPv6),” November 19, 2020

68. Social Security Number (SSN) Fraud Prevention Act of 2017

69. Section 240 of the Consolidated Appropriations Act (CAA) 2018, March 23, https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4896 https://www.cisa.gov/publication/tic-30-core-guidance-documents https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4946

3.0 SCOPE OF WORK

The Contractor shall provide maintenance for the VAKN digital satellite downlink network, which may require site visits and/or consist of phone support, equipment replacement or repair, or system integration updates to assure the proper operation of the VAKN Digital Satellite Downlink Systems within the VA. The Contractor shall install one or more new VAKN digital satellite downlink network system, if required.

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

The Period of Performance (PoP) shall be 12 months from the date of award with two 6-month option periods to be exercised at the Government’s discretion.

Any work at the Government site shall not take place on Federal holidays or weekends, unless directed by the Contracting Officer (CO).

There are eleven (11) Federal holidays set by law (USC Title 5 Section 6103) that the VA follows:

Under current definitions, five are set by date:

New Year's Day January 1 Juneteenth June 19 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

4.2 PLACE OF PERFORMANCE

Tasks under this PWS shall be performed in VA facilities located in all 50 of the United States and Puerto Rico. Location of future services could be a location as shown at https://www.va.gov/find-locations/ and are subject to change based on VA facility location changes.

https://www.va.gov/find-locations/

Normal hours of operation at VA facilities are 8:00 AM to 4:30 PM (Local Time) except the Network Operations Center (NOC), which is operational 24/7 and manned, Monday through Friday, 7:00am to 5:00pm Central Standard Time (CST). Access after normal administrative hours shall be coordinated and approved with each site.

The Contractor shall seek permission and schedule via the COR entrance to the Government facility for the purpose of installing, inspecting, maintaining, or repairing of satellites and its associated equipment or upon termination of the service, for the purpose of removing Contractor equipment. The Contractor shall notify the COR within one business day, if access is not obtained.

4.3 TRAVEL

The Government anticipates travel under this effort to perform the tasks associated with the effort. Include all estimated travel costs in your firm-fixed price Contract Line Item Numbers (CLINs). These costs will not be directly reimbursed by the Government.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

5.1 PROJECT MANAGEMENT

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

The Contractor shall deliver an initial baseline Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timelines to accomplish each task in the PWS, and tools to be used in execution of the contract. The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks, and resource support. The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. The initial baseline CPMP shall be concurred on during the kickoff meeting and updated monthly thereafter. The Contractor shall update and maintain the VA Project Manager (PM) approved CPMP throughout the period of performance.

Deliverable:

A. Contractor Project Management Plan

5.1.2 REPORTING REQUIREMENTS

The Contractor shall provide the COR, PM, and CO with Monthly Progress Report in electronic form in Microsoft Word and Project formats. The report shall include detailed instructions/explanations for each required data element, to ensure that data is accurate and consistent. This report shall reflect data as of the last day of the preceding month.

The Monthly Progress Report shall cover all work completed during the reporting period and work planned for the subsequent reporting period. The report shall also identify any problems that arose and a description of how the problems were resolved. Also, shall include all actions performed per service request(s), as well as the status of all open service tickets. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue. The report shall also include an itemized list of all Information and Communication Technology (ICT) deliverables. The Contractor shall monitor performance against the CPMP and report any deviations. It is expected that the Contractor will keep in communication with VA accordingly so that issues that arise are transparent to both parties to prevent escalation of outstanding issues. The Monthly Progress Report shall be provided on the fifth day of each month. Communication shall be done by phone, e-mail, or other means as required by the Government.

Deliverable:

A. Monthly Progress Report

5.1.3 TECHNICAL KICK OFF MEETING

The Contractor shall hold a technical kickoff meeting within ten (10) days after Task Order (TO) award. The Contractor shall present their Final CPMP, for review and approval by the Government. The Contractor shall schedule the meeting, in coordination with the Contract Specialist (CS). The Contractor shall provide an agenda and meeting minutes. The agenda shall be provided to all attendees at least three (3) calendar days prior to the meeting. The meeting minutes shall be provided to all attendees within one (1) calendar day, after the meeting. Government attendees shall consist of the CO, CS, COR, and PM. The meeting shall cover, but not limited to:

(a) how the Contactor will manage the effort (b) store Government Furnished Equipment (GFE), the Government’s onsite point of contacts for equipment shipments and storage;

(c) setup of a government shipping account for IRDs and LNBs; (d) identify the Contractor point of contact for receiving and processing service requests; to include the shipping of GFE ; (e) and a review of the PWS requirements.

Deliverables:

A. Kickoff Meeting Agenda B. Kickoff Meeting Minutes

5.2 VAKN DOWNLINK SATELLITE SITE MAINTENANCE

The Contractor shall perform the following tasks:

5.2.1. MAINTENANCE AND REPAIR REQUIREMENTS

For each service ticket request, the Contractor shall provide for handling of replacement, defective or unused VAKN satellite antenna parts and/or perform maintenance and repair services for VAKN downlink satellite sites. The Contractor shall coordinate all activities through the COR to minimize the disruption to VA facility personnel. The Contractor shall maintain Monthly Service Request Reports in Excel format and be subject to audit of those records at any point throughout the period of performance. The Monthly Service Request Reports shall include (at a minimum):

equipment type/model, resource support, replacement part(s) – quantities and shipment date, data usage, signal quality, downlink throughput, uplink throughout, and latency.

Deliverable:

A. Monthly Service Request Report

5.2.1.1 HANDLING OF REPLACEMENT, DEFECTIVE OR UNUSED PARTS

The Contractor shall provide in-house storage for up to 100 IRDs and up to 100 LNBs, which the Government will procure and ship to the Contractor facility; these IRDs and LNBs are GFE. The Contractor shall use the IRDs and LNBs for site repairs. The Contractor shall maintain records of receipt and disbursement of GFE and the return of unused GFE to inventory. This record keeping shall include packing slips and Site Repair reports delivered to the COR and PM quarterly. The Contractor shall dispose of defective LNBs, IRDs, defective cables, or other equipment in accordance with local and/or VA policy.

5.2.1.2 NOTIFICATION OF MAINTENANCE SERVICE REQUEST

The Contractor will receive notification of service from the COR in the form of an electronically mailed (e-mail) Service Request. The COR’s Service Request e-mail will include “Service Request - <site location>” on the subject line and the site POC name, email address, phone number, the site address, and a description of the site issue in the body of the e-mail. Within 24 hours of receipt of a Service Request, the Contractor shall accept the Service Request by replying via e-mail to the COR with acknowledgement of receipt of the Service Request. The Contractor shall track the Service Requests in a spreadsheet or database, likened to Microsoft Excel or Microsoft Access. Service Requests typically require shipping of a replacement part or onsite maintenance. In 2023 there were *82 service request, which included telephone troubleshooting procedures, onsite visits and shipping of IRDs and/or LNBs sites.

For Routine service level request (Community Based Outpatient Clinic - CBOC and Veterans Benefits Administration - VBA Regional Offices), the Contractor shall have up to ten business days within receipt of the service request to contact the site POC to coordinate the shipment of GFE, arrange a date and time for onsite service and complete the service request ticket. For Serious service level request (Veteran Centers

- VCs), the Contractor shall have up to seven business days within receipt of the service request to contact the site POC to coordinate the shipment of GFE, arrange a date and time for onsite service and complete the service request ticket. For Catastrophic service level request (Veterans Affairs Medical Centers - VAMCs and Veterans Affairs Central Office - VACO), the Contractor shall have up to five business days within receipt of the service request to contact the site POC to coordinate the shipment of GFE, arrange a date and time for onsite service and complete the service request ticket. The Contractor shall notify the COR within one business day, after an unsuccessful attempt of trying to contact the site POC.

5.2.1.3 PRE-APPROVAL FOR REPAIRS

The Contractor shall also obtain COR pre-approval before any purchase and/or installation of equipment is done. For any single site repair estimated to cost over $1,500.00 the Contractor shall obtain the CO and COR pre-approval before repairs are performed at the site.

5.2.1.4 SHIPMENT OF REPLACEMENT PARTS

The Contractor shall determine, based on the information gathered from the support desk engineer, site POC, site survey completed, and/or Service Request, which replacement part(s) to ship to a site, and shall ship the part(s) to the site within three business days, after contacting the site POC; unless the part is on backorder. If the part(s) is on backorder, the Contractor shall inform the COR of this status. The Contractor shall verify the shipping address with the site POC. The Contractor shall return all unused IRDs to the Contractor storage facility.

The Contractor shall setup the IRD configuration prior to shipping and confirm through the IRD setup menu that the IRD parameters are correct for IRD operation; these parameters include but are not limited to:

• Downlink Frequency

• Symbol Rate

• Forward Error Correction (FEC) Rate

• Polarity

• Network Identifier (ID)

• LNB Power

• Local Oscillator (LO) Frequency

• Modulation Type

5.2.1.5 ONSITE SERVICE

Service Requests requiring onsite visits typically include replacement of an LNB, IRD, or IFL cable, or relocation and/or realignment of an antenna. On a rare occasion, the Contractor may need to replace an IRD, but IRD replacement is usually performed by the site POC if that is the only site issue. Prior to a site visit, the Contractor shall request that the site POC be available to accompany the Contractor at the site for the duration of the visit.

The Contractor shall gain permission from the site POC for roof access, OSHA training required. The Contractor shall meet the site POC on the date/time agreed upon for onsite service. When at the site the Contractor shall perform their duties only when accompanied by the site POC or site POC alternate. The Contractor shall provide services to confirm the proper operation of the Digital Satellite Downlink System. These services may include, optimizing the signal strength of the downlink satellite antenna with a Spectrum Analyzer or checking or replacing IFL cables or equipment such as the IRD, LNB, in-line amplifier, power divider, or connectors. Prior to leaving the site, the

Contractor shall perform a proof of performance check with the onsite POC; the proof of performance check shall verify that the VAKN satellite downlink system is operating properly, if applicable proof of performance of the VNN integration with inhouse video distribution system, The Contractor shall ensure that the site POC confirms the satellite downlink system is operating properly before leaving the site.

5.2.1.6 SERVICE REQUEST CLOSEOUT

The Contractor shall complete a Service Repair Report for every service request, after the work is completed and signed off by the site POC, if applicable. This report shall provide a detailed list of the work accomplished including the system checks performed, a listing of the problems identified, any system deficiency(ies) or equipment malfunction(s), the repair(s) actions performed, equipment replacement(s) that were required, a list of all hardware/materials used to finish the service request, and the results of the proof of performance test performed. The report shall include the signoff by the site POC. The report shall also list the new IRD User Address (UA) number, if an IRD replacement was necessary. The Contractor shall provide the Service Repair Reports within (5) five business days, following completion of service request order .

Deliverable:

A. Service Repair Report

5.2.1.7 MATERIALS AND WORKMANSHIP

The Contractor shall be responsible to assure that all equipment, material and articles incorporated into the repair shall be new. The Contractor shall not use any used or gray market components to substitute for existing equipment. IRDs and LNBs replacement shall come from the appropriate VA inventory, which shall be stored at the Contractor facility. New cables shall be cut to length and connectors shall be secured with the proper crimping tool. The cables shall be neatly secured with cable ties used every 12 inches to provide a professional and safe installation. Plenum cable shall be replaced with same rated cable. Power dividers or splitters shall be mounted and secured in a manner which provides a professional and safe installation. After the repair is complete, the satellite downlink system operation shall be shown to the site POC to confirm the repairs have been completed and verify the downlink system is operating correctly for repair report signoff signature.

5.2.1.7.1 SAFETY AND CLEAN UP

The Contractor shall follow OSHA safety standards (local, state, federal) when accessing roofs and areas which require climbing or working on elevated areas.

Contractor personnel shall take OSHA online training prior to any roof access. The Contractor shall request permission from the onsite POC for roof access before any work begins. The Contractor shall be responsible for disposing of defective IRDs, LNBs, discarding boxes, bags, cables, and other artifacts to the proper VA receptacle and restoring the work area to pre-site visit condition(s).

5.2.1.7.2 SECURITY

The Contractor shall have a state issued ID available, such as a driver’s license and business identification to present to the VA security personnel for verification and onsite access. The Contractor shall have a VA representative with them at all times as they perform their duties at the facility.

5.3 DIGITAL DOWNLINK SATELLITE SYSTEM INSTALLATION

5.3.1 PLANNING FOR NEW ONSITE INSTALLS

Upon authorization from the COR to contact a site POC about an installation, the Contractor shall have 10 business days to contact the site POC, conduct a site survey, and deliver a Site Survey Report for review and approval by the COR/PM prior to the installation being started. If needed the Contractor shall request additional time to complete these duties with approval by the COR/PM. During the site survey, the Contractor shall identify all local requirements associated with the site installation and whether Standard Install or Standard Install w/ additional Non-Standard Installation requirements. The Contractor shall comply with all local facility safety and building codes and generally accepted industry standards. The Contractor shall provide and deliver a comprehensive Site Survey Report that includes a detailed installation plan with cost estimates, all technical and logistics information, standard install and, if applicable, non-standard install requirements, date of survey, site location address, and site POC contact information. The Contractor shall present to the CO, COR and PM the Site Survey Report. Within five business days of receipt of Government comments on the Site Survey Report, the Contractor shall respond with answers. Upon Government approval to proceed with the installation, the Contractor shall coordinate with the site POC a project work plan and timeline for completing the installation.

Deliverables:

A. Site Survey Report B. Project Work Plan

5.3.2 INSTALLATION AT NEW SITES

The Contractor shall provide and install at the designated site a fully functional downlink satellite system that is compatible with the existing video distribution system. If it is determined after receiving the approval to proceed that an additional level of effort for labor or equipment is required beyond the scope of the approved site survey plan, the Contractor must provide these services within the original scope. The Contractor shall comply with all local facility safety and building codes and generally accepted industry standards. Within 30 business days for CONUS sites, and 45 days for OCONUS sites, of receiving Government approval to proceed with the installation, the Contractor shall complete the satellite downlink system installation in accordance with the accepted Site Survey Report. The Contractor can request additional time for completion, if unexpected issues arise (i.e. equipment backorder). The Contractor shall provide the satellite system to properly install and test the digital satellite downlink systems at specified VA sites. The downlink satellite systems shall operate in the KU-band frequency and the antenna shall be aligned and fixed to the EchoStar 105 satellite with a vertical downlink polarity. The Contractor shall notify the COR/PM when the installation, delivery or any services need to be changed or modified from those specified on the Site Survey Report, previously provided and approved by the CO, COR, and PM.

5.3.2.1 STANDARD CONUS DOWNLINK ANTENNA ROOF MOUNT INSTALLATION

If authorized by the CO, COR and PM, the Contractor shall provide, deliver, and install the standard CONUS downlink satellite antenna system which shall consist of the following equipment and meet the requirements IAW PWS Paragraph 5.3.5.

A) A 1.8 meter Prodelin offset feed single reflector antenna with Ku-band reception capability or a 1.2 meter Prodelin offset feed single reflector antenna with Ku-band reception capability.

B) One manufacturer recommended non-penetrating mount frame and mat, with appropriate cinder block weight on the mount in conformance with American National Standards Institute (ANSI) wind standards and grounded in accordance with National Electromagnetic Code (NEC) and local electrical codes.

C) One Norsat Digital LNB and one Cisco D9865D (Ethernet model) Mpeg- 2/MPEG-4 PowerVu IRD (GFE). The IRD shall be preconfigured for VAKN parameters.

In the standard installation, the Contractor shall deliver all equipment and parts necessary to complete the turn-key installation to the install site. The Contractor shall provide and install up to 200 feet of standard RG-6 Plenum cable using F-type connector between the antenna and IRD, necessary video, audio or RF cabling between the IRD and monitor or modulator or video distribution system. The Contractor shall be responsible for the standard installation requirements, including providing and installing conduit and other necessary components between the antenna and IRD at roof Point of Entry (POE) and other locations necessary, to meet common practice and local VA requirements, as specified at the time of the site survey. For a video distribution system install, the Contractor shall connect the output of the IRD to a Government supplied modulator, if applicable. The Contractor shall adjust and optimize the satellite downlink antenna with a spectrum analyzer at the time of the installation assuring maximum RF signal level from the designated satellite (presently EchoStar 105). Standard installation is considered a flat roof, no cranes required to place the antenna, mount, or ballast on the roof. Existing cable chases or standard height drop ceilings present for interior cable routing and unimpeded access to the installation area.

5.3.2.2 STANDARD CONUS DOWNLINK ANTENNA GROUND MOUNT

INSTALLATION

If authorized by the CO, COR, and PM, the Contractor shall provide, deliver, and install the standard CONUS satellite downlink antenna system consisting of the following equipment and meet the requirements IAW PWS Paragraph 5.3.5.

A.) A Prodelin 1.8 meter offset feed single reflector antenna with Ku-band reception capability or a Prodelin 1.2 meter offset feed single reflector antenna with Ku-band reception capability.

B.) One single pole ground mount, pole-mount sized per manufacturer recommendation to provide stable support for the antenna, and the pole secured at a proper ground depth and stabilized with concrete to secure mounting pole from moving or becoming unstable.

C.) One Norsat Digital LNB and one Cisco D9865D (Ethernet model) Mpeg- 2/MPEG-4 IRD (GFE). The IRD shall be preconfigured for VAKN parameters.

In the standard installation, the Contractor shall deliver all equipment and parts necessary to complete the turn-key installation to the install site. The Contractor shall provide and install up to 200 feet of industry standard RG-6 Plenum cable between the antenna and IRD. The Contractor shall also include the trenching, conduit installation, and other common components necessary to complete the required connection between the antenna and IRD. Conduit is required from antenna access at the pole to the inside of the building POE point e Conduit must be sealed to prevent exposure to moisture. For a video distribution system install, the Contractor shall connect the output of the IRD to a Government supplied modulator, if applicable. The Contractor shall adjust and optimize the downlink satellite antenna with a spectrum analyzer at the time of the installation assuring maximum RF signal level from the designated satellite (presently EchoStar 105).

5.3.2.3 STANDARD OCONUS INSTALLATION

If authorized by the CO, COR and PM, the Contractor shall provide, deliver, and install a turnkey standard OCONUS installation that meets all of the requirements of the standard CONUS installation (IAW PWS Paragraph 5.3.2.2) with the exception of the antenna size and mount. All OCONUS sites shall have one 2.4 meter Prodelin antenna (installed with one ground mounted pole or tripod approved by the antenna manufacturer and secured in a concrete base or pad; to include, roof mounted installation, as specified by the local VA facility and approved by the COR/PM). The OCONUS sites shall include Alaska, Hawaii, and Puerto Rico.

5.3.2.4 NON-STANDARD INSTALLATION REQUIREMENTS FOR CONUS OR

OCONUS

The Contractor shall determine, from the site survey or in conversation with the site POC, requirements that identify the installation as a standard install or standard installation w/ additional non-standard requirements. If there are additional requirements or changes from the standard install that would be necessary to successfully complete the installation, the Contractor shall include the requirements that are outside the normal standard install in the Site Survey Report (para 5.3.1) with a cost estimate, which shall have to be approved by the CO, COR, and PM prior to starting the installation. Examples of additional requirements outside the standard install include, but not limited to:

A) Different antenna mount required because of local VA requirement or antenna location difficulties.

B) Antenna location from IRDs of more than 200 feet requiring additional cable, line amplifiers, and/or difficult cable access between antenna and IRD, which require additional costs.

C) Additional equipment such as modulators, switches, combiners, filters, and other supplies required to connect the VA digital downlink satellite network to the in-house video distribution system.

D) Addition cables required because of equipment location, or specific local system requirements.

E) Additional equipment purchased by the local VA site which is in addition to the standard installation such as equipment rack, additional monitors, splitters, Distribution Amplifiers (DA), and other supplies which are agreed to by COR/PM to be installed prior to installation date.

F) Excavating under concrete walkways and other modifications required to install antenna cable, concrete dish pads, and similar types of supplies.

G) Crane rental required to lift dish to roof location.

5.3.2.5 DOWNLINK SATELLITE ANTENNA RE-LOCATION

The Contractor shall perform the site survey and provide the Site Survey Report (para 5.3.1) to the CO, COR and PM. Upon authorization from the CO, COR and PM to proceed with the downlink satellite antenna relocation, the Contractor shall perform the re-location, IAW preceding paragraphs regarding installations. The Contractor shall provide the ground mount and concrete pad. The Contractor shall re-use the antenna.

The Contractor is responsible for removal and disposal of old roof mounts, removal of old cabling from conduits and disposal of old cabling. The Contractor shall weatherize any unused conduit, i.e. cap. VA will remove any old ground mounts and/or concrete pads. If the re-location consists of moving a roof mount to another roof location, or a ground mount to another ground location, the requirements will be the same as if changing from roof to ground or vice versa.

5.3.2.6 ALTERNATES AND SUBSTITUTES

If for any reason after the Contractor’s receipt of the Service Request, the make and model of any proposed component or sub-system is discontinued, the Contractor shall notify the COR/PM and propose a replacement unit which meets or exceeds the operational or functional specification to the originally specified component.

5.3.2.7 SYSTEM INTEGRATION PERIOD

The Contractor shall work with the onsite POC to minimize the disruption to VA personnel and workspaces, and to ensure that the downlink satellite antenna system is integrated within the 30 day period of performance. If extra time is needed to finish the onsite service, the Contractor shall send the CO, COR, and PM a notification with reasons for the delay. The integration sites will be fully prepared for the contractor before integration begins of the downlink satellite antenna system within the integration period and during the specified installation schedule. Integration work will be performed between the hours of 8:00 AM and 4:30 PM (Local Time) during Monday through Friday, unless other arrangements are made with the installation site POC and

COR/PM.

5.3.2.8 AC POWER AND GROUNDING

Power outlets will be provided for the downlink satellite antenna system equipment. The number of power circuits and the power rating of the circuits will be sufficient to power all system components. The location and amperage rating of all power circuits is provided on each sites’ configuration drawings. To reduce the risk of electrical shock of operator and maintenance personnel, the Contractor shall employ industry standard electrical safety procedures and ground all downlink satellite antennas in accordance with standard industry practice.

5.3.2.9 MOUNTING AND INTERFACE

The Contractor shall mount all components to provide reasonable access to all component controls required for operation and maintenance. In the event the IRD should be installed in a VA provided rack, the Contractor shall mount the components in the equipment rack to optimize operator access, heat dissipation and physical stability of the loaded racks.

5.3.2.10 CABLING REQUIREMENTS

The Contractor shall furnish and install cables and cable assemblies to interconnect the equipment and racks as follows:

A) All cables shall be properly terminated and cut to length.

B) Power cables shall be bundled separately from the audio and video cables to reduce electrical interference.

C) All cable bundles shall be neatly tied down via cable ties every 12 inches.

D) A 24” service loop shall be included for all rack mounted equipment with rack rail slides.

E) All cabling run above the drop ceiling between rooms shall be installed according to guidelines EIA-TIA-568.

F) All above ceiling cabling shall be installed in a cable tray or using “Category 5

J- Hooks” spaced no more than six feet between each hook.

G) All cables shall be Plenum rated if required by facility fire codes.

H) No single cable bundle shall exceed two inches in diameter.

5.3.2.11 CLEAN UP

The Contractor shall be responsible for restoring the work area to its pre-installation condition, on a daily basis, as follows:

A) All trash, boxes, cable, unused materials, and similar disposable materials shall be placed in external VA trash receptacles at each site. All recyclable items shall be placed in VA recycle receptacles. Site POCs will identify appropriate receptacles.

B) All pallets shall be removed from VA property and disposed of properly by the Contractor. These shall not be placed in VA trash receptacles.

C) After all materials are discarded, the Contractor shall broom-sweep the installation area.

D) Any deviations to clean-up shall be coordinated with the onsite POC.

5.3.3 EQUIPMENT WARRANTIES AND REPORTS

The Contractor shall offer commercial standard warranty for all equipment provided. All warranties shall be included in the price of the item or device. Warranty coverage shall begin coverage on the date the Government received the item and upon completion of installation, any warranty that extends beyond the last option period date under this contract shall extend until the warranty’s standard end date. The Contractor shall provide to the site POC an original manufacture’s equipment manual, including description and technical specification of the equipment, with every system component provided under this Service Request. To keep accurate records of all installed equipment, the Contractor shall provide to the COR/PM within five business days, the following items:

Deliverables:

A) A master warranty report listing make, model, IRD UA number, serial number.

B) Instructions, including specific address and point of contact data, to indicate how and where equipment shall be replaced under the warranty period.

C) All required warranty cards and any other documentation relating to the warranty at the time of installation.

D) Procedures to use the Contractor’s workmanship warranty.

6.0 GENERAL REQUIREMENTS

6.1 ENTERPRISE AND IT FRAMEWORK

6.1.1 VA TECHNICAL REFERENCE MODEL

The Contractor shall support the VA enterprise management framework. In association with the framework, the Contractor shall comply with OIT Technical Reference Model (VA TRM). The VA TRM is one component within the overall Enterprise Architecture (EA) that establishes a common vocabulary and structure for describing the information technology used to develop, operate, and maintain enterprise applications. Moreover, the VA TRM, which includes the Standards Profile and Product List, serves as a technology roadmap and tool for supporting OIT. Architecture & Engineering Services (AES) has overall responsibility for the VA TRM.

6.1.2 FEDERAL IDENTITY, CREDENTIAL, AND ACCESS MANAGEMENT (FICAM)

The Contractor shall ensure Commercial Off-The-Shelf (COTS) product(s), software configuration and customization, and/or new software are Personal Identity Verification (PIV) card-enabled by accepting HSPD-12 PIV credentials using VA Enterprise Technical Architecture (ETA), https://www.ea.oit.va.gov/EAOIT/VA_EA/Enterprise_Technical_Architecture.asp, and VA Identity and Access Management (IAM) approved enterprise design and integration patterns, https://www.oit.va.gov/library/recurring/edp/index.cfm.